Method and system for monitoring contact center transactions

A supervisor station comprising:

• a display device;
• a communications interface adapted to interface with a network;
• and
• a controller coupled to the communications interface and configured to:
• provide a user interface on the display device, the user interface comprising a plurality of agent identifiers, including a first agent identifier and a second agent identifier;
• provide to a three-dimensional spatial audio engine (3DSAE) first audio attribute data identifying a location of the first agent identifier in the user interface with respect to a supervisor reference position, the first audio attribute data comprising first audio direction data and first audio distance data;
• receive first voice signals corresponding to the first agent identifier, wherein the first voice signals include aural characteristics based on the first audio attribute data;
• and
• present the first voice signals to an output port.

A computer program product, comprising a computer-usable medium having a computer-readable program code embodied therein, the computer-readable program code adapted to be executed on a processor to implement a method for controlling audio streams, the method comprising:

• providing, by a computing device comprising a processor, a user interface on a display device, the user interface comprising a plurality of agent identifiers, including a first agent identifier and a second agent identifier;
• providing to a three-dimensional spatial audio engine (3DSAE) first audio attribute data identifying a location of the first agent identifier in the user interface with respect to a supervisor reference position, the first audio attribute data comprising first audio direction data and first audio distance data;
• receiving first voice signals corresponding to the first agent identifier, wherein the first voice signals include aural characteristics based on the first audio attribute data;
• and
• presenting the first voice signals to an output port.