System and method of work assignment management

US10445667B2 · kind B2 · utility

Assignee

• Verint Americas Inc. · US

Inventors

• Edward Hamilton · San Jose, US
• Kaushik Deka · New York, US
• Geoffery Chappell · Belfast, US
• Michael R. Bourke · San Francisco, US
• Jason Fama · Foster City, US

Key dates

• Filing date: Aug 21, 2014
• Grant date: Oct 15, 2019
• Expiry date: Mar 25, 2037

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/063112
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item from the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.