Cognitive routing of calls based on derived employee activity

Abstract

Cognitive routing of an incoming call includes analyzing respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device; and determining a respective current activity in which each agent is engaged based on the agent's related captured audio and video data. Such routing also includes selecting one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged; and routing an incoming call to the mobile device associated with the selected one agent.

1 - 20 . (canceled) 
     
     
         21 . A computer-implemented method, comprising:
 analyzing respective captured audio and video data related to each of a plurality of agents respectively associated with different mobile devices;   determining, for each of the plurality of agents and based upon the captured audio and video, a respective current activity being engaged in;   associating, to each of the determined current activities of the plurality of agents, a score value indicative of an appropriateness of interrupting the respective current activity;   selecting one of the plurality of agents to receive an incoming call based upon the determined current activities of the plurality of agents and the associated score values; and   routing the incoming call to a mobile device associated with the selected one agent.   
     
     
         22 . The method of  claim 21 , wherein
 the selecting is based upon a determined current emotional state of each agent.   
     
     
         23 . The method of  claim 22 , wherein
 the determined current emotional state of each agent is based on received biometric data of each agent.   
     
     
         24 . The method of  claim 21 , wherein
 the selecting is based upon a determined current location of each agent.   
     
     
         25 . The method of  claim 21 , wherein
 a status list of the determined current activities is generated, and   the status list is ranked based on the associated score values.   
     
     
         26 . The method of  claim 25 , wherein
 the selecting is based upon the status list.   
     
     
         27 . The method of  claim 21 , wherein
 the analyzing includes passive listening analysis on the respective captured audio data.   
     
     
         28 . A computer hardware device, comprising:
 a hardware processor configured to initiate the following executable operations:
 analyzing respective captured audio and video data related to each of a plurality of agents respectively associated with different mobile devices; 
 determining, for each of the plurality of agents and based upon the captured audio and video, a respective current activity being engaged in; 
 associating, to each of the determined current activities of the plurality of agents, a score value indicative of an appropriateness of interrupting the respective current activity; 
 selecting one of the plurality of agents to receive an incoming call based upon the determined current activities of the plurality of agents and the associated score values; and 
 routing the incoming call to a mobile device associated with the selected one agent. 
   
     
     
         29 . The system of  claim 28 , wherein
 the selecting is based upon a determined current emotional state of each agent.   
     
     
         30 . The system of  claim 29 , wherein
 the determined current emotional state of each agent is based on received biometric data of each agent.   
     
     
         31 . The system of  claim 28 , wherein
 the selecting is based upon a determined current location of each agent.   
     
     
         32 . The system of  claim 28 , wherein
 a status list of the determined current activities is generated, and   the status list is ranked based on the associated score values.   
     
     
         33 . The system of  claim 32 , wherein
 the selecting is based upon the status list.   
     
     
         34 . The system of  claim 28 , wherein
 the analyzing includes passive listening analysis on the respective captured audio data.   
     
     
         35 . A computer program product, comprising:
 a computer readable storage medium having program code stored thereon,   the program code executable by a data processing system to initiate the following operations:
 analyzing respective captured audio and video data related to each of a plurality of agents respectively associated with different mobile devices; 
 determining, for each of the plurality of agents and based upon the captured audio and video, a respective current activity being engaged in; 
 associating, to each of the determined current activities of the plurality of agents, a score value indicative of an appropriateness of interrupting the respective current activity; 
 selecting one of the plurality of agents to receive an incoming call based upon the determined current activities of the plurality of agents and the associated score values; and 
 routing the incoming call to a mobile device associated with the selected one agent. 
   
     
     
         36 . The computer program product of  claim 35 , wherein
 the selecting is based upon a determined current emotional state of each agent.   
     
     
         37 . The computer program product of  claim 36 , wherein
 the determined current emotional state of each agent is based on received biometric data of each agent.   
     
     
         38 . The computer program product of  claim 35 , wherein
 the selecting is based upon a determined current location of each agent.   
     
     
         39 . The computer program product of  claim 35 , wherein
 a status list of the determined current activities is generated, and   the status list is ranked based on the associated score values.   
     
     
         40 . The computer program product of  claim 39 , wherein
 the selecting is based upon the status list.