System and method for intelligent task management in a workbin
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsHerbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
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Abstract
Systems and methods are shown for 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 to an agent based on order of priority or workflow strategy.
Claims21
A system for organizing tasks in an agent workbin for presentation to a contact center agent, the system-comprising:
- at least one processor;
- and
- a memory coupled to the processor, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
- receive information on a plurality of tasks, wherein the plurality of tasks are tasks assigned to the contact center agent for handling in response to execution of a routing strategy;
- represent each of the plurality of tasks as a task object in the agent workbin;
- analyze the plurality of task objects in the agent workbin;
- based on the analysis, exclude one or more task objects in the agent workbin that cannot presently be processed based on at least one of a predefined workflow strategy and status data;
- after excluding the one or more task objects in the agent workbin, identify, from among the plurality of tasks remaining in the agent workbin, a task object having a highest priority;
- and
- present the task object having the highest priority to the contact center agent based on a suggested order of priority of the task objects as a task that is recommended to be handled next by the contact center agent.
A method for organizing tasks in an agent workbin for presentation to an agent, the method comprising the steps of:
- receiving, by a processor, information on a plurality of tasks, wherein the plurality of tasks are tasks assigned to the agent for handling in response to execution of a routing strategy;
- representing, by the processor, each of the plurality of tasks as a task object in the agent workbin;
- analyzing, by the processor, the plurality of task objects in the agent workbin;
- ordering, by the processor, task objects in the agent workbin by priority;
- based on the analysis, excluding, by the processor, task objects that cannot presently be processed based on at least one of a predefined workflow strategy and status data;
- after excluding the one or more task objects in the agent workbin, identifying, by the processor, from among the plurality of tasks remaining in the agent workbin, a task object having a highest priority;
- and
- presenting, by the processor, one of the remaining task objects to the agent based on the order of priority of the task objects as a task that is recommended to be handled next by the agent.
A non-transitory computer readable medium having stored therein instructions configured to cause one or more processor devices to operate to perform a process for organizing tasks in a working for processing by an agent, the tasks being represented by task objects, and the process comprising operations for:
- receiving information on a plurality of tasks, wherein the plurality of tasks are tasks assigned to the agent for handling in response to execution of a routing strategy;
- representing each of the plurality of tasks as a task object in the agent workbin;
- analyzing the plurality of task objects in the agent workbin;
- ordering task objects in the agent workbin by priority;
- based on the analysis, excluding task objects that cannot presently be processed based on at least one of a predefined workflow strategy and status data;
- after excluding the one or more task objects in the agent workbin, identifying, from among the plurality of tasks remaining in the agent workbin, a task object having a highest priority;
- and
- presenting the task object having the highest priority to the agent based on the order of priority of the task objects as a task that is recommended to be handled next by the agent.
Dependencies are inferred from the claim text.