System and method for intelligent task management and routing

US10162685B2 · kind B2 · utility

Inventors

• Herbert Willi Artur Ristock · Walnut Creek, US
• Vidas Placiakis · Walnut Creek, US
• Vitaliy Teryoshin · Daly City, US
• Nikolay Korolev · Concord, US
• Yevgeniy Petrovykh · Walnut Creek, US
• Anand Pai Krishnanand Nitin · Foster City, US

Key dates

• Filing date: Nov 20, 2017
• Grant date: Dec 25, 2018
• Expiry date: Nov 20, 2037

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/556
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

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.