1. A method, comprising:
providing a contact center supervisor with a communication device configured to interface with a plurality of electronic contact center data sources;
receiving a first set of contact center data from a first contact center data source, the first set of contact center data being received at the communication device via a first Application Programming Interface (API) and wherein the first set of contact center data comprises a metric of a conversation between a contact center agent and a customer and wherein the contact center agent is different from the supervisor;
receiving a second set of contact center data from a second contact center data source, the second set of contact center data being received at the communication device via a second API and wherein the second set of contact center data comprises a current context of the conversation between the contact center agent and the customer;
causing the first and second sets of contact center data to be displayed via a Graphical User Interface (GUI) of the communication device;
upon receiving a signal from the supervisor to the communication device, joining the supervisor to the exchange between the contact center agent and the customer without regard to the supervisor’s location or proximity to the agent;
determining a location of the supervisor; and
adjusting the data obtained from the first contact center data source based on the determined location of the supervisor.
2. The method of claim 1, wherein the first set of contact center data is displayed via the GUI as a default condition and wherein the second set of contact center data is displayed via the GUI in response to detecting that the contact center agent requires at least one of supervision and assistance in connection with servicing a work item.
3. The method of claim 2, wherein the first set of contact center data corresponds to performance data for the contact center agent.
4. The method of claim 2, wherein the second set of contact center data corresponds to at least one of a recording and transcription of an exchange between the contact center agent and the customer associated with the work item.
5. The method of claim 4, wherein the at least one of a recording and transcription is automatically provided to the supervisor based, at least in part, upon detecting that the contact center agent is not meeting at least one service objective.
6. The method of claim 4, wherein the second API includes a speech-to-text conversion capability and wherein the first API includes a database query capability.
7. The method of claim 4, further comprising:
providing the supervisor with the second set of contact center data;
determining that the supervisor has reviewed the second set of contact center data; and subsequent to determining that the supervisor has reviewed the second set of contact center data, thereby confirming that the supervisor is aware of a current context of conversation between the contact center agent and customer, joining the supervisor to the exchange between the contact center agent and the customer.
8. The method of claim 1, wherein the adjusting comprises changing a database query to the first contact center data source, thereby retrieving a modified first set of contact center data from the first contact center data source that is specific to the determined location of the supervisor.
9. A non-transitory computer-readable medium comprising processor-executable instructions, the instruction comprising:
instructions configured to provide, by a processor, a contact center supervisor with a communication device configured to interface with a plurality of electronic contact center data sources;
instructions configured to receive a first set of contact center data from a first contact center data source, the first set of contact center data being received at the communication device via a first Application Programming Interface (API) and wherein the first set of contact center data comprises a metric of a conversation between a contact center agent and a customer and wherein the contact center agent is different from the supervisor;
instructions configured to receive a second set of contact center data from a second contact center data source, the second set of contact center data being received at the communication device via a second API and wherein the second set of contact center data comprises a current context of the conversation between the contact center agent and the customer;
instructions configured to cause the first and second sets of contact center data to be displayed via a Graphical User Interface (GUI) of the communication device; and
instructions configured to cause, upon receiving a signal from the supervisor to the communication device, the joining of the supervisor to the exchange between the contact center agent and the customer without regard to the supervisor’s location or proximity to the agent;
instructions configured to determine a location of the supervisor;
instructions configured to adjust the data obtained from the first contact center data source based on the determined location of the supervisor.
10. The non-transitory computer-readable medium of claim 9, wherein the first set of contact center data is displayed via the GUI as a default condition and wherein the second set of contact center data is displayed via the GUI in response to detecting that the contact center agent requires at least one of supervision and assistance in connection with servicing a work item.
11. The non-transitory computer-readable medium of claim 10, wherein the first set of contact center data corresponds to performance data for the contact center agent.
12. The non-transitory computer-readable medium of claim 10, wherein the second set of contact center data corresponds to at least one of a recording and transcription of an exchange between the contact center agent and the customer associated with the work item.
13. The non-transitory computer-readable medium of claim 12, wherein the at least one of a recording and transcription is automatically provided to the supervisor based, at least in part, upon detecting that the contact center agent is not meeting at least one service objective.
14. The non-transitory computer-readable medium of claim 12, wherein the second API includes a speech-to-text conversion capability and wherein the first API includes a database query capability.
15. The non-transitory computer-readable medium of claim 12, the instruction further comprising:
instructions configured to provide the supervisor with the second set of contact center data;
instructions configured to determine that the supervisor has reviewed the second set of contact center data;
subsequent to determining that the supervisor has reviewed the second set of contact center data, instructions configured to confirm that the supervisor is aware of a current context of conversation between the contact center agent and customer; and
instructions configured to join the supervisor to the exchange between the contact center agent and the customer.
16. The non-transitory computer-readable medium of claim 12, the instruction further comprising:
wherein the adjusting comprises changing a database query to the first contact center data source, instructions configured to retrieve a modified first set of contact center data from the first contact center data source that is specific to the determined location of the supervisor.
17. A communication system, comprising:
a mobile service observing module configured to provide a contact center supervisor with a communication device configured to interface with a plurality of electronic contact center data sources and performs the following operations:
receive a first set of contact center data from a first contact center data source, the first set of contact center data being received at the communication device via a first Application Programming Interface (API), wherein the first set of contact center data comprises a metric of a conversation between a contact center agent and a customer and wherein the contact center agent is different from the supervisor;
receive a second set of contact center data from a second contact center data source, the second set of contact center data being received at the communication device via a second API, wherein the second set of contact center data comprises a current context of the conversation between the contact center agent and the customer;
cause the first and second sets of contact center data to be displayed via a Graphical User Interface (GUI) of the communication device, wherein the first set of contact center data is displayed via the GUI as a default condition, wherein the second set of contact center data is displayed via the GUI in response to detecting that a contact center agent requires at least one of supervision and assistance in connection with servicing a work item;
upon receiving a signal from the supervisor to the communication device, joining the supervisor to the exchange between the contact center agent and the customer without regard to the supervisor’s location or proximity to the agent;
determine a location of the supervisor; and
adjust the data obtained from the first contact center data source based on the determined location of the supervisor.
18. The system of claim 17, further comprising:
a mobile service observing module configured to perform the following operations:
provide the supervisor with the second set of contact center data;
determine that the supervisor has reviewed the second set of contact center data; and
subsequent to determining that the supervisor has reviewed the second set of contact center data, thereby confirm that the supervisor is aware of a current context of conversation between the contact center agent and customer, join the supervisor to the exchange between the contact center agent and the customer;
wherein the adjusting comprises changing a database query to the first contact center data source, thereby retrieve a modified first set of contact center data from the first contact center data source that is specific to the determined location of the supervisor.
19. The system of claim 17, wherein the device comprises at least one of a personal computer, laptop, tablet, cellular phone, smartphone, and telephone.
The claims below are in addition to those above.
All refrences to claim(s) which appear below refer to the numbering after this setence.
1. A color image forming apparatus for forming a color toner image on a recording material, comprising:
an image forming portion for forming a toner image on a recording material; and
a fixing portion that heats and fixes the toner image formed on the recording material to the recording material,
wherein the color image forming apparatus is capable of setting: (i) a color image forming mode for forming a color image with two or more color toners, (ii) a monochrome image forming mode for forming a monochrome image only with black toner, and (iii) a cleaning mode for cleaning the fixing portion,
wherein when the cleaning mode is set, the image forming portion forms a predetermined toner image with two or more color toners on the recording material, and then the fixing portion heats and fixes the predetermined toner image on the recording material to form a cleaning sheet which is heated and conveyed at the fixing portion to clean the fixing portion, and
wherein a toner amount per unit area for the predetermined toner image on the recording material is larger than a maximum toner amount per unit area available for a toner image on the recording material in the monochrome image forming mode.
2. A color image forming apparatus according to claim 1, wherein a toner amount per unit area for the predetermined toner image on the recording material is larger than a maximum toner amount per unit area available for a toner image on the recording material in the color image forming mode.
3. A color image forming apparatus according to claim 2, wherein each color toner amount per unit area for the predetermined toner image is equal to or less than a maximum toner amount per unit area available for a toner image with a single color toner on a recording material in the color image forming mode.
4. A color image forming apparatus according to claim 2, wherein the maximum toner amount per unit area available for a toner image on the recording material in the color image forming mode is larger than the maximum toner amount per unit area available for the toner image on a recording material in the monochrome image forming mode, and less than a toner amount obtained by multiplying the number of colors usable in the color image forming apparatus by the maximum toner amount per unit area available for the toner image on a recording material in the monochrome image forming mode.
5. A color image forming apparatus according to claim 1, wherein the image forming portion includes a transfer portion transferring the toner image to the recording material, and
wherein a set condition for the transfer portion for formation of the cleaning sheet is different from a set condition in the color image forming mode.
6. A color image forming apparatus according to claim 1, wherein the image forming portion includes a toner image bearing member bearing the toner image to be transferred to the recording material, and a cleaning portion cleaning the toner image bearing member, and
wherein a set condition for the cleaning portion for formation of the cleaning sheet is different from a set condition in the color image forming mode.
7. A color image forming apparatus according to claim 1, further comprising a conveyance path along which the cleaning sheet with the fixed toner image is conveyed to the fixing portion.
8. A color image forming apparatus according to claim 1, further comprising a recording material supply portion that supplies the recording material,
wherein the cleaning sheet with the fixed toner image is conveyed to the fixing portion after being set by a user on the recording material supply portion.
9. A color image forming apparatus according to claim 1, wherein the fixing portion includes an endless belt, a heater contacting an inner surface of the endless belt, and a backup member forming a fixing nip portion together with the heater via the endless belt.
10. A color image forming apparatus according to claim 1, further comprising a video controller for converting image data of an image into a bit map form,
wherein the video controller converts image data for the predetermined toner image in a bitmap data format so that the toner amount per unit area for the predetermined toner image on the recording material is larger than the maximum toner amount per unit area available for the toner image on the recording material in the monochrome image forming mode.
11. A method of cleaning a fixing portion provided on a color image forming apparatus that forms a color toner image on a recording material, the method comprising the steps of:
setting a cleaning mode for cleaning the fixing portion;
forming a predetermined toner image with two or more color toners on the recording material;
heating and fixing the predetermined toner image to the recording material to form a cleaning sheet; and
heating and conveying the cleaning sheet with the predetermined toner image fixed thereto to clean the fixing portion,
wherein a toner amount per unit area for the predetermined toner image on the recording material is larger than a maximum toner amount per unit area available for a toner image on the recording material in a monochrome image forming mode in which a monochrome image is formed only with black toner.
12. A method according to claim 11, wherein a toner amount per unit area for the predetermined toner image on the recording material is larger than a maximum toner amount per unit area available for a toner image on the recording material in a color image forming mode in which a color image is formed with toner of two or more colors.
13. An image forming apparatus for forming a toner image on a recording material, comprising:
an image forming portion for forming a toner image on a recording material, the image forming portion is capable of forming a color toner image with two or more color toners; and
a fixing portion for fixing a toner image on a recording material by heating the recording material bearing the toner image while conveying the recording material at a nip portion,
wherein a mode of the image forming apparatus is capable of being set in a cleaning mode for cleaning the fixing portion,
wherein when the mode is set in the cleaning mode, the image forming portion forms a predetermined toner image with two or more color toners on the recording material, and then the fixing portion heats and fixes the predetermined toner image on the recording material to form a cleaning sheet which is heated and conveyed at the nip portion to clean the fixing portion, and
wherein a toner amount per unit area for the predetermined toner image on the cleaning sheet is larger than a maximum toner amount per unit area available for a normal toner image with two or more color toners.
14. An image forming apparatus according to claim 13, wherein each color toner amount for the predetermined toner image is equal to or less than the maximum toner amount per unit area available for a normal toner image with a single color toner.
15. An image forming apparatus according to claim 13, wherein the maximum toner amount per unit area available for the normal toner image with two or more color toners on a recording material is larger than a maximum toner amount per unit area available for a normal toner image with a single color toner, and less than a toner amount obtained by multiplying the number of colors usable in the color forming apparatus by the maximum toner amount per unit area available for the normal toner image with a single color toner.