Virtual management of work items

摘要

Systems and methods are provided to solve these and other problems and disadvantages of the prior art. A list of work items is received. A work item can be anything that a user may work on such as an email, an incoming call in a contact center, a trouble ticket, and the like. A user is identified to work on the list of work items. A virtual setting is created based on the list of work items and the user. The virtual setting includes a virtual list of work items that represents the list of work items and a user avatar that represents the user. The user can select a work item from the virtual list of work items. The user is then presented with the work item. For example, if the work item is an email, the email will be presented. The user can then process the work item.

主权项

1. A method comprising:
receiving, via a network and by a processor, a plurality electronic communications from a plurality of different communication devices; placing, by the processor, the plurality electronic communications in a contact center queue as list of work items; identifying, by the processor, a first user to work on the list of work items, wherein the first user is on a first communication device and wherein the first communication device is not one of the plurality of different communication devices; creating, by the processor, a virtual setting, the virtual setting comprising:
a virtual list of work items that represent the list of work items; anda user avatar that represents the first user on the first communication device; sending, by the processor, the virtual setting for presentation to the first user on the first communication device; receiving, at the processor, a first selection, via the user avatar, from the first user on the first communication device, of a virtual work item from the virtual list of work items; and in response to receiving the first selection, sending, by the processor, via the network, one of the plurality of electronic communications in the contact center queue that is represented by the first selected virtual work item to the first communication device for presentation to the first user.