公开(公告)号：US20140095397A1

公开(公告)日：2014-04-03

申请号：US13630290

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Jonathan Robert Phillips ,  Gregory D. Weber

IPC: G06Q10/00

CPC classification number: G06Q30/01 ,  G06Q10/0639

Abstract: A first virtual group is dynamically created. A virtual group allows a supervisor or subject matter expert to virtually monitor contact center communications that an agent is currently associated with. The supervisor or subject matter expert can define criteria for a first event to create the virtual group. The first virtual group typically comprises a first agent avatar representing a first agent, a first monitoring avatar representing the supervisor or subject matter expert, and a first entity avatar representing a first customer. These avatars are created in a first virtual reality setting such as a virtual room. Using the first monitoring avatar, the supervisor or subject matter expert can virtually monitor a communication between the agent and the customer.

Abstract translation: 动态创建第一个虚拟组。 虚拟组允许主管或主题专家虚拟地监视代理当前关联的联络中心通信。 主管或主题专家可以定义第一个事件的标准来创建虚拟组。 第一虚拟组通常包括代表第一代理的第一代理头像，代表主管或主题专家的第一监视头像，以及表示第一客户的第一实体头像。 这些头像是在第一个虚拟现实设置（如虚拟房间）中创建的。 使用第一监视头像，主管或主题专家可以虚拟地监视代理和客户之间的通信。