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公开(公告)号：US20210304108A1
公开(公告)日：2021-09-30
申请号：US16860420
申请日：2020-04-28
Applicant: CITRIX SYSTEMS, INC,
Inventor： QIMING LI , Shengchi Zhang , Lu Sun
Abstract: A computing system may include a plurality of first client devices associated with customers, a plurality of second client devices associated with support agents, and server configured to communicate with the first and second client devices. The server may establish support sessions between the first client devices and the second client devices via a communications network based upon customer support requests from the first client devices, collect customer feedback data on the support agents from the first client devices responsive to the support sessions, collect support agent feedback data on the customers from the second client devices responsive to the support sessions, rank the support agents based upon the customer feedback, rank the customers based upon the support agent feedback, and assign the support agents to customers as customer requests are received based upon the rankings of available support agents and the rankings of the customers making the customer requests.
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公开(公告)号：US11257022B2
公开(公告)日：2022-02-22
申请号：US16860420
申请日：2020-04-28
Applicant: CITRIX SYSTEMS, INC.
Inventor： Qiming Li , Shengchi Zhang , Lu Sun
Abstract: A computing system may include a plurality of first client devices associated with customers, a plurality of second client devices associated with support agents, and server configured to communicate with the first and second client devices. The server may establish support sessions between the first client devices and the second client devices via a communications network based upon customer support requests from the first client devices, collect customer feedback data on the support agents from the first client devices responsive to the support sessions, collect support agent feedback data on the customers from the second client devices responsive to the support sessions, rank the support agents based upon the customer feedback, rank the customers based upon the support agent feedback, and assign the support agents to customers as customer requests are received based upon the rankings of available support agents and the rankings of the customers making the customer requests.
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公开(公告)号：US20210110330A1
公开(公告)日：2021-04-15
申请号：US16653384
申请日：2019-10-15
Applicant: Citrix Systems, Inc.
Inventor： Qiming Li , Shengchi Zhang
IPC: G06Q10/06
Abstract: Described embodiments provide systems and methods for routing cases using a skill score. A system receives a self-evaluation skill score of a user for each feature of one or more products for which the user provides support. The system identifies a number of support cases handled by the user. The system determines a case-based skill score of the user for each feature. The system determines a skill score of the user for each feature based on at least the self-evaluation skill score of the user for each feature and the case-based skill score of the user for each feature. The system selects, responsive to receiving a request for support, the user from a plurality of users to support the request based at least on the skill score of the user for the feature. The system routes the request to the user.
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