Automated help ticket assignment system
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United States of America Patent
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Mar 13, 2012
Grant Date -
N/A
app pub date -
Dec 31, 2008
filing date -
Dec 31, 2008
priority date (Note) -
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status (Latency Note)
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Abstract
Embodiments of the present invention relate to systems and methods for automating the assignment of digital help-desk requests. An embodiment of the invention includes a request analyzer module which analyzes the content of the digital help-desk request, a task load monitor module which analyzes the help-desk resource availability and suitability, and a help-ticket assignment module with generates a help ticket based on the digital help-desk request and assigns the help ticket to a resource based upon the analysis of the request and the analysis of resource availability and suitability. The system may also estimate a time to respond to the request based upon an analysis of the assigned resources capabilities and status.
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