# US 11,470,196 B2 · System and method for automatic indication of contact center status using an illumination device

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- Number: US 11,470,196 B2
- Document ID: US11470196B2
- Status: Granted
- Kind: B2
- Application number: 16/655,051
- Filed: 2019-10-16
- Published: 2020-04-23
- Granted: 2022-10-11
- Earliest claimed: 2018-10-18
- Assignees: Teleperformance SE
- Applicants: Teleperformance SE
- Inventors: Evan Davis; Lyle Hardy
- Web page: https://patentgrep.com/patent/US11470196B2

## CPC

- G06Q 10/063114: {Status monitoring or status determination for a person or group}
- H04M 3/5133: {Operator terminal details}
- G06Q 10/06398: {Performance of employee with respect to a job function}
- H04M 3/5175: {Call or contact centers supervision arrangements}
- H04M 3/5191: {interacting with the Internet}
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

Embodiments of the present invention provide systems and methods for automatically controlling an electronic illumination device to indicate information pertaining to workstations or agents of a customer contact center. Some embodiments are useful in the context of employee management because the illumination devices are used to indicate information about tasks that employees are engaged in, the performance of the employees, and the status of the employees. A computer system coupled to the illumination device executes control software configured to send control signals over a communication interface, such as USB or Bluetooth. The data sent to the electronic illumination device can cause the illumination device to turn off or on, change color, blink, strobe, etc., for producing desired lighting effects representative of a status or event associated with an employee or workstation.

## Claims

### Claim 1

An electronic device comprising:
an electrical and physical interface operable to be coupled to a port of a computer system, wherein said computer system comprises a processor;
a rod-shaped casing housing said interface;
a circuit board comprising circuitry housed within said casing, wherein said circuitry receives control signals from the computer system over the interface and controls an illumination element; and
the illumination element disposed on one end of the rod shaped-casing and operable to produce a color that corresponds to a real-time status associated with said computer system, wherein said real-time status is determined by said processor and information read by said processor from said computer system,
wherein said computer system is operable to receive an information request from a remote monitor over a network interface, wherein said computer system obtains said real-time status responsive to said information request, and wherein further said circuitry controls said illumination element responsive to said information request.

### Claim 2 (depends on 1)

The electronic device of claim 1, wherein said computer system receives a light configuration from the remote monitor, and wherein further said computer system sends control signals to said circuitry to control said illumination element based on said light configuration.

### Claim 3 (depends on 2)

The electronic device of claim 2, wherein said light configuration comprises at least one of a status threshold and a performance threshold.

### Claim 4 (depends on 1)

The electrical device as described in claim 1 wherein said real-time status represents a time duration of an agent logged into said computer system.

### Claim 5 (depends on 1)

The electrical device as described in claim 1 wherein said real-time status represents an agent requesting assistance.

### Claim 6 (depends on 1)

The electrical device as described in claim 1 wherein said real-time status represents a working time of an agent using said computer system.

### Claim 7 (depends on 1)

The electrical device as described in claim 1 wherein said real-time status represents an agent using said computer system, and wherein said agent is logged in to said computer system but not working on said computer system.

### Claim 8 (depends on 1)

The electrical device as described in claim 1 wherein said real-time status represents a software program executed by said computer system.

### Claim 9 (depends on 1)

The electrical device as described in claim 1 wherein said illumination element rapidly changes said color to produce a lighting effect corresponding to the real-time status.

### Claim 10

A method of monitoring contact center status among a plurality of agents of a contact center, the method comprising:
a remote monitor sending an information request to agent computer systems of the contact center, wherein said contact center comprises the plurality of agents, and wherein said agent computer systems comprise: a processor; a communication port; and an electronic illumination device;
responsive to receiving said information request, the agent computer systems of said plurality of agents determining real-time status information; and
electronic illumination devices of the agent computer systems illuminating respective colors representative of respective real-time status information determined by the associated agent computer systems responsive to said information request,
wherein each electronic illumination device comprises: an electrical and physical interface operable to be coupled a communication port of an associated agent computer system; a rod-shaped casing housing said electrical and physical interface; a circuit board comprising circuitry housed within said casing, wherein said circuitry receives control signals from the associated agent computer system over the interface and controls an illumination element; and the illumination element disposed on one end of the rod shaped-casing and operable to produce the respective colors representative of the real-time status information, wherein said real-time status information is determined by said processor and information read by said processor from said agent computer systems.

### Claim 11 (depends on 10)

The method of claim 10 wherein said real-time status information comprises tasks currently performed by each agent.

### Claim 12 (depends on 10)

The method of claim 10 wherein said real-time status information comprises an identity of a first agent, wherein the first agent has a highest performance level based on a prescribed metric.

### Claim 13 (depends on 10)

The method of claim 10 wherein said real-time status information comprises productivity information for the agents.

### Claim 14

A method of monitoring contact center status among a plurality of agents, the method comprising:
receiving an information request;
determining real-time status of agent computer systems associated with the plurality of agents in response to said information request, wherein the agent computer systems comprise a processor and a communication port; and
based on the real-time status read from a light configuration to determine lighting effects that correspond to the real-time status, causing electronic illumination devices associated with the agent computer systems to produce the lighting effects reflective of the real-time status determined in response to said information request,
wherein each electronic illumination device comprises: an electrical and physical interface operable to be coupled to a communication port of an agent computer system; a rod-shaped casing housing said interface; a circuit board comprising circuitry housed within said casing, wherein said circuitry receives control signals from the agent computer system over the interface and controls an illumination element; wherein the illumination element is disposed on one end of the rod shaped-casing and operable to produce lighting effects that correspond to the real-time statuses associated with the agent computer system.

### Claim 15 (depends on 14)

The method of claim 14 wherein said real-time statuses indicate if a respective agent has requested assistance.

### Claim 16 (depends on 14)

The method of claim 14 further comprising the electronic devices illuminating a new color when a respective agent no longer requires assistance.

### Claim 17 (depends on 14)

The method of claim 14 wherein the agent computer systems further comprise a network interface, and further comprising the agent computer systems sending the real-time statuses to a remote monitor system using the network interface.

### Claim 18 (depends on 17)

The method of claim 17 further comprising said remote monitor system selecting a first agent of the plurality of agents to receive assistance.

### Claim 19 (depends on 18)

The method of claim 18 wherein a respective electronic illumination device associated with the first agent changes color responsive to being selected by the supervisor computer system.