Virtual Work Item Management via Avatars
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Solution Overview
Problem
Traditional systems for managing work items, such as contact centers and email systems, lack intuitiveness and fail to incorporate virtualization concepts, making them difficult for users to navigate and manage effectively.
Innovation Solution
A virtual setting is created that includes a virtual list of work items and user avatars, allowing users to select, process, and manage work items, with features like approval processes and security clearance-based access, enabling intuitive and efficient management of work items through a virtual interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a traditional graphical user interface is used to manage work items, then the system structure is simple and easy to implement, but the system is not intuitive to users and fails to incorporate virtualization concepts
Solution Approach 1:
The patent creates a virtual representation of the work item management system, copying the functional elements into a virtual environment. This virtual setting includes virtual work items, virtual users with avatars, and virtual interactions, providing an intuitive interface while maintaining the underlying simplicity of the traditional system architecture.
Solution Approach 2:
The virtual setting is nested within the traditional system framework, with virtual work items contained within the virtual environment. This allows the virtual interface to be layered over the existing system without replacing the core functionality, thus improving intuitiveness while controlling complexity through modular integration.
2Ease of operation
If a virtual setting with user avatars and virtual work items is created, then user intuitiveness and engagement are improved, but the system complexity increases
Solution Approach 1:
The system copies essential work item management functions into a virtual environment, creating virtual representations of work items, users, and interactions. This virtual copying improves user intuitiveness through immersive engagement while containing complexity within the virtual layer, separating it from the core system architecture.
Solution Approach 2:
The virtual setting serves multiple functions: it provides intuitive visual representation of work items, enables virtual collaboration through avatars, facilitates approval workflows, and maintains security clearance-based access. This multi-functionality consolidates several system requirements into a single virtual framework, improving usability without proportionally increasing complexity.
3Reliability
If security clearance-based access control is implemented, then system security is improved, but the complexity of managing user rights and access increases
Solution Approach 1:
The virtual system automatically enforces security clearance-based access control by evaluating user credentials and permissions when users enter the virtual environment or attempt to access specific work items. This self-service security mechanism maintains high security standards while reducing the operational complexity of managing user rights, as the system autonomously handles authentication and authorization.
Data Source
AI summary
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.