| 摘要 |
<p>A collaboration workspace for multi-party resolution is presented that monitors activity and presence to improve communication and enhance the ability of service providers (20,21) and users (10, 11) to work together to resolve issues concerning a user request (10, 11) or trouble ticket. Depending on the status of the user (10, 11) and service provider (20, 21) (e.g., offline, active, busy, etc.), the communication window provides communication in an E-mail or instant-messaging format.</p> |
