公开(公告)号：US10999440B1

公开(公告)日：2021-05-04

申请号：US16732971

申请日：2020-01-02

Applicant: Avaya Inc.

Inventor： Kevin Archer ,  Dwayne W. Ockel ,  Rusty G. Nelson ,  Roger I. Krimstock ,  Gregory P. Schin

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/493 ,  H04M3/51

Abstract: Dynamically routing and re-evaluating a work item based on actions taken on the work item (e.g., adding context information). The augmented routing system categories a work item into one or more dynamic work categories and identifies active knowledge workers and/or knowledge articles based on the work categories. The work item is displayed in a dynamic knowledge worker view, which allows the knowledge worker to take action on the work item. The actions a knowledge worker may take are based on permissions of the knowledge worker, one of the actions that a knowledge worker may take on a work item is to add context information to the work item. After an action is taken on a work item, the system re-evaluates the work item, which may result in the work item being added/removed from one or more work categories; and added/removed from one or more dynamic customized knowledge worker views.