# US 2010/0076808 A1 · Method and System for Automated Center Workflow > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2010/0076808 A1 - Document ID: US20100076808A1 - Status: Published application - Kind: A1 - Application number: 12/236,795 - Filed: 2008-09-24 - Published: 2010-03-25 - Earliest claimed: 2008-09-24 - Assignees: AT&T Intellectual Property II, L.P. - Inventors: Brenda Hutchinson; Mark Fautz; Thomas C. Blackwell; Rickey H. Johnson, JR. - Web page: https://patentgrep.com/patent/US20100076808A1 ## CPC - G06Q 10/0633: Workflow analysis - G06Q 10/00: Administration; Management - G06Q 10/063114: {Status monitoring or status determination for a person or group} - G06Q 10/06398: {Performance of employee with respect to a job function} - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract Described herein are systems and methods for automating workflow of assigning jobs and tracking the process. The exemplary method comprises receiving job data for a plurality of jobs, assigning a current job to one of a plurality of users based on a business rule, sending the current job to the one of the users, and receiving further data for the current job. Additional exemplary methods comprise marking the current job complete when the further data is an indication that the job has been successfully completed. Further exemplary methods comprise sending the current job to a problem resolver when the further data is an indication that the job includes a problem. The exemplary system comprises a job tracking tool receiving job data for a plurality of jobs and assigning a current job to one of a plurality of users based on a business rule, a messaging system receiving the current job from the job tracking tool and forwarding the job to the user; and a work order system receiving the job via the messaging system if the user determines that the job data for the job is correct. ## Claims ### Claim 1 A method, comprising: receiving job data for a plurality of jobs; assigning a current job to one of a plurality of users based on a business rule; sending the current job to the one of the users; and receiving further data for the current job. ### Claim 2 (depends on 1) The method of claim 1, further comprising: marking the current job complete when the further data is an indication that the job has been successfully completed. ### Claim 3 (depends on 1) The method of claim 1, further comprising: sending the current job to a problem resolver when the further data is an indication that the job includes a problem. ### Claim 4 (depends on 3) The method of claim 3, wherein the problem resolver to which the current job is sent is based on a type of problem identified by the further data. ### Claim 5 (depends on 3) The method of claim 3, further comprising: verifying, prior to sending the current job to the problem resolver, that the problem exists. ### Claim 6 (depends on 3) The method of claim 3, further comprising: marking the current job as a hold when the further data is the indication that the job includes the problem. ### Claim 7 (depends on 3) The method of claim 3, further comprising: receiving resolution data from the problem resolver indicating that the problem has been resolved; and sending the job back to the user including the resolution data. ### Claim 8 (depends on 1) The method of claim 1, wherein the business rule is based on one of a number of uncompleted jobs currently assigned to the user, a geographical location of the user, a geographical location of the job and a type of the job. ### Claim 9 (depends on 1) The method of claim 1, further comprising: assigning, after the first assigning step, a next available job to a further user based on a further business rule; and sending the next available job to the further user. ### Claim 10 (depends on 1) The method of claim 1, further comprising: selecting a subset of jobs; forwarding the subset of jobs to a quality reviewer; importing work steps completed data on a work order system; and using work steps completed data with errors inputted by the quality reviewer to automatically calculate a quality score. ### Claim 11 (depends on 1) The method of claim 1, wherein the job includes a work order and the user posts the work order to a work order manager. ### Claim 12 (depends on 1) The method of claim 1, further comprising: determining an availability of the user based on the users access to an in-box. ### Claim 13 (depends on 1) The method of claim 1, wherein the current job is selected based on a first in, first out basis. ### Claim 14 (depends on 1) The method of claim 1, further comprising: recording the user to which the current job has been sent; and recording the user's progress on the current job. ### Claim 15 (depends on 3) The method of claim 3, further comprising: recording the problem resolver to which the current job has been sent; and recording the problem resolver's progress on the problem. ### Claim 16 A system, comprising: a job tracking tool receiving job data for a plurality of jobs and assigning a current job to one of a plurality of users based on a business rule; a messaging system receiving the current job from the job tracking tool and forwarding the job to the user; and a work order system receiving the job via the messaging system if the user determines that the job data for the job is correct. ### Claim 17 (depends on 16) The system of claim 16, wherein the user sends an indication to the job tracking tool via the messaging system if the job is received by the work order system. ### Claim 18 (depends on 16) The system of claim 16, wherein the user sends an indication to the job tracking tool via the messaging system if the job data includes a problem. ### Claim 19 (depends on 18) The system of claim 18, wherein the job tracking tool verifies that the problem is included in the job data and sends the job to a problem resolver via the messaging system. ### Claim 20 (depends on 19) The system of claim 19, wherein the job tracking tool selects the problem resolver based on a further business rule.