System and method for intelligent task management and routing

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United States of America Patent

PATENT NO 10162685
APP PUB NO 20180074866A1
SERIAL NO

15818191

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Abstract

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Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Korolev, Nikolay I Concord, US 9 174
Nitin, Anand Pai Krishnanand Foster City, US 5 154
Petrovykh, Yevgeniy Walnut Creek, US 47 2232
Placiakis, Vidas Walnut Creek, US 13 289
Ristock, Herbert Willi Artur Walnut Creek, US 134 4054
Teryoshin, Vitaliy Danville, US 19 497

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