Architecture for transparent helpdesk system with multimodal presence

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-Helpdesk; Architecture; Presence; Transparency; Web 2.0; Virtual Worlds

• Type: Journal
• Year: 2010
• Where: SOCA
• Authors: Leonel Morgado, Paulo Reis, Fausto de Carvalho, Tiago Ribeiro, Pedro Mestre, Carlos Serôdio
• Keywords: Applied Computing, Architecture, Multiple Online Locations, Online Locations, SOCA 2010