System and method for routing workflow items based on workflow templates in a call center
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United States of America Patent
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Nov 12, 2013
Grant Date -
Feb 15, 2007
app pub date -
Mar 21, 2006
filing date -
Aug 9, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.
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