Invention Grant
US09160858B2 Routing of work in an enterprise based upon social information associated with enterprise agents and clients
有权
基于与企业代理和客户相关的社会信息在企业中进行工作路由
- Patent Title: Routing of work in an enterprise based upon social information associated with enterprise agents and clients
- Patent Title (中): 基于与企业代理和客户相关的社会信息在企业中进行工作路由
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Application No.: US14154733Application Date: 2014-01-14
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Publication No.: US09160858B2Publication Date: 2015-10-13
- Inventor: Joseph Khouri , Biren Gandhi , Gebran Chahrouri
- Applicant: Cisco Technology, Inc.
- Applicant Address: US CA San Jose
- Assignee: Cisco Technology, Inc.
- Current Assignee: Cisco Technology, Inc.
- Current Assignee Address: US CA San Jose
- Agency: Edell, Shapiro & Finnan, LLC
- Main IPC: H04M3/51
- IPC: H04M3/51 ; H04M3/523
Abstract:
Techniques are provided for receiving incoming work at an enterprise, obtaining social information for agents of the enterprise, comparing the social information obtained for the enterprise agents with information associated with the incoming work, and assigning the incoming work to a selected enterprise agent based upon at least one common feature included in the social information for the selected enterprise agent and the incoming work.
Public/Granted literature
Information query
