handheld communication devices , such as smart phones , comprise a number of data gathering sensors . the sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device . while global positioning systems provides one means to locate a user of a communication device , gps is not always available . however , by utilizing radio receivers , internal condition sensors , motion detectors , and other sensing components , a situation for a customer may be determined to supplement or substitute for gps - determined location as well as to identify more relevant situations for the user beyond those provided by gps provided location information .