System and method for routing workflow items based on workflow templates in a call center
US8583466B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 21, 2006 |
| Grant date | Nov 12, 2013 |
| Priority date | — |
| Expiry date | Sep 23, 2029 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/0633
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.