Determining an active station based on movement data
View Patent ↗Methods for determining an active station based on sensor data are provided. In one example, a method includes the steps of receiving movement data and determining a pattern of movement associated with a contact center station based at least in part on the movement data. An active contact center station is updated based on the pattern of movement.
1. A method for determining an active contact center station for an agent in a contact center system, wherein the contact center system comprises a plurality of contact center stations, based on sensor data, the method comprising the steps of:
receiving, by a processor of the contact center system, movement data from a mobile device associated with the agent;
matching, by the processor of the contact center system, the movement data from the mobile device associated with the agent with a previously stored pattern of movement associated with one of the plurality of contact center stations associated with the agent; and
automatically updating, by the processor of the contact center system, one of the plurality of contact center stations to active, wherein the update is based on the movement data and matched pattern of movement, and wherein the agent is not logged into the contact center system.
2. The method of claim 1 , wherein the movement data comprises accelerometer data.
3. The method of claim 1 , wherein the movement data is collected based on a triggering event which alerts the contact center system to begin collecting.
4. The method of claim 3 , wherein the triggering event comprises a device wakeup, detection of a specific movement, time of day, or execution of contact center software.
5. The method of claim 1 , further comprising:
wherein matching the movement data comprises matching the movement data with the pattern of movement associated with one of the plurality of contact center stations.
6. The method of claim 1 , wherein the pattern of movement associated with one of the plurality of contact center stations is based on the movement data and travel information collected about the agent within the contact center system.
7. The method of claim 6 , wherein the travel information comprises information about at least one of departure location, departure time, arrival location, or arrival time.
8. The method of claim 1 further comprises determining, by the processor of the contact center system, a pattern of movement based on the movement data associated with one of the plurality of contact center stations associated with the agent.
9. A method for determining an active contact center station for an agent in a contact center system, wherein the contact center system comprises a plurality of contact center stations, based on sensor data, the method comprising the steps of:
receiving, by a processor of the contact center system, a signal indicating an agent connection to the contact center system;
receiving, by the processor of the contact center system, accelerometer data from a device associated with the agent;
determining, by the processor of the contact center system, a pattern of movement associated with one of the plurality of contact center stations associated with the agent, wherein the determining is based at least in part on the accelerometer data; and
automatically updating, by the processor of the contact center system, the contact center system, one of the plurality of contact center stations to active, wherein the update is based on the pattern of movement when the agent is not logged into the contact center system.
10. The method of claim 9 further comprises matching, by the processor of the contact center system, the accelerometer data associated with the agent with a previously stored pattern of movement associated with one of the plurality of contact center stations associated with the agent.