Patent ID: 9569741
Date: 2017-02-14
CPC Classifications: G06Q

Claim:
1. A method comprising: receiving, via a network and by a processor, a plurality electronic communications from a plurality of different communication devices; placing, by the processor, the plurality electronic communications in a contact center queue as list of work items; identifying, by the processor, a first user to work on the list of work items, wherein the first user is on a first communication device and wherein the first communication device is not one of the plurality of different communication devices; creating, by the processor, a virtual setting, the virtual setting comprising: sending, by the processor, the virtual setting for presentation to the first user on the first communication device; receiving, at the processor, a first selection, via the user avatar, from the first user on the first communication device, of a virtual work item from the virtual list of work items; and in response to receiving the first selection, sending, by the processor, via the network, one of the plurality of electronic communications in the contact center queue that is represented by the first selected virtual work item to the first communication device for presentation to the first user.