Disturbance detection in video communications

Abstract

Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.

What is claimed is: 
     
         1 . A method for detecting disturbances in a first media stream captured of a participant on a communication, the method comprising:
 receiving the first media stream, comprising an audio component and a video component;   receiving biometric information captured from the participant by one or more biometric sensors;   identifying one or more disturbances in the first media stream based on the audio component, the video component, and the biometric information; and   providing feedback about the one or more disturbances to the participant.   
     
     
         2 . The method of  claim 1 , comprising:
 determining a disturbance score for the participant based on the one or more disturbances.   
     
     
         3 . The method of  claim 2 , wherein the feedback indicates how the participant can improve the disturbance score. 
     
     
         4 . The method of  claim 2 , wherein determining the disturbance score is based on a number of the one or more disturbances and a frequency of the one or more disturbances. 
     
     
         5 . The method of  claim 2 , wherein determining the disturbance score comprises:
 updating the disturbance score as each of the one or more disturbances are identified during the communication.   
     
     
         6 . The method of  claim 2 , wherein the participant is one of a group agents of a contact center and wherein the disturbance score is for the group of agents. 
     
     
         7 . The method of  claim 1 , wherein the feedback is provided during the communication. 
     
     
         8 . The method of  claim 1 , wherein the feedback is provided after the communication. 
     
     
         9 . The method of  claim 1 , wherein the feedback includes at least one recommendation for mitigating disturbances. 
     
     
         10 . The method of  claim 1 , comprising:
 removing at least one of the one or more disturbances from the first media stream.   
     
     
         11 . A system for detecting disturbances in a first media stream captured of a participant on a communication, the system comprising:
 one or more computer readable storage media;   a processing system operatively coupled with the one or more computer readable storage media; and   program instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the processing system to:
 receive the first media stream, comprising an audio component and a video component; 
 receive biometric information captured from the participant by one or more biometric sensors; 
 identify one or more disturbances in the first media stream based on the audio component, the video component, and the biometric information; and 
 provide feedback about the one or more disturbances to the participant. 
   
     
     
         12 . The system of  claim 11 , wherein the program instructions direct the processing system to:
 determine a disturbance score for the participant based on the one or more disturbances.   
     
     
         13 . The system of  claim 12 , wherein the feedback indicates how the participant can improve the disturbance score. 
     
     
         14 . The system of  claim 12 , wherein the disturbance score is determined based on a number of the one or more disturbances and a frequency of the one or more disturbances. 
     
     
         15 . The system of  claim 12 , wherein to determine the disturbance score, the program instructions direct the processing system to:
 update the disturbance score as each of the one or more disturbances are identified during the communication.   
     
     
         16 . The system of  claim 12 , wherein the participant is one of a group agents of a contact center and wherein the disturbance score is for the group of agents. 
     
     
         17 . The system of  claim 11 , wherein the feedback is provided during the communication. 
     
     
         18 . The system of  claim 11 , wherein the feedback is provided after the communication. 
     
     
         19 . The system of  claim 11 , wherein the feedback includes at least one recommendation for mitigating disturbances. 
     
     
         20 . One or more non-transitory computer readable storage media, having instructions stored thereon for detecting disturbances in a first media stream captured of a participant on a communication, the instructions, when read and executed by a processing system, direct the processing system to:
 receive the first media stream, comprising an audio component and a video component;   receive biometric information captured from the participant by one or more biometric sensors;   identify one or more disturbances in the first media stream based on the audio component, the video component, and the biometric information; and   provide feedback about the one or more disturbances to the participant.