DocumentCode
2424878
Title
Architecture for transparent helpdesk system with multimodal presence
Author
Morgado, Leonel ; Reis, Pedro ; De Carvalho, Fausto ; Ribeiro, Tiago ; Mestre, Pedro ; Serodio, Carlos
Author_Institution
GECAD, Univ. of Tras-os-Montes & Alto Douro, Vila Real, Portugal
fYear
2010
fDate
13-15 Dec. 2010
Firstpage
1
Lastpage
4
Abstract
Companies that are present at multiple online locations may have difficulty staffing them adequately in terms of helpdesk services with efficient use of human resources. In this paper a technological architecture is presented that allows a team of people to staff several online locations simultaneously, providing to customers/users the indication of human presence to attend them. We also present details on a first prototype implementation of this architecture.
Keywords
Internet; customer services; human resource management; technical support services; Web 2.0; helpdesk services; human resources; multimodal presence; technological architecture; transparent helpdesk system; Computer architecture; Instant messaging; Organizations; Prototypes; Routing; Second Life; Web pages; Architecture; Helpdesk; Presence; Transparency; Virtual Worlds; Web 2.0;
fLanguage
English
Publisher
ieee
Conference_Titel
Service-Oriented Computing and Applications (SOCA), 2010 IEEE International Conference on
Conference_Location
Perth, WA
Print_ISBN
978-1-4244-9802-4
Type
conf
DOI
10.1109/SOCA.2010.5707180
Filename
5707180
Link To Document