Computer implemented methods and apparatus for managing agent workload in a customer service environment
US9398156B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 13, 2014 |
| Grant date | Jul 19, 2016 |
| Priority date | — |
| Expiry date | Jul 10, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Disclosed are methods, apparatus, systems, and computer-readable storage media for managing customer service agent workload in a customer service environment. In some implementations, one or more servers receive a communication associated with a customer case item. The one or more servers determine one or more case attributes associated with the customer case item and identify a first customer service agent having one or more agent attributes that match the one or more case attributes of the customer case item. The one or more servers assign the customer case item to the first customer service agent and provide first data of the customer case item to a first display device associated with the first customer service agent, the first display device configured to display a user interface including a first component indicating the first data of the customer case item.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.