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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：US11900180B2
公开(公告)日：2024-02-13
申请号：US17386777
申请日：2021-07-28
Applicant: Citrix Systems, Inc.
Inventor： Ke Xu , Zhaozhao Xiong , Zongpeng Qiao , Lu Sun
Abstract: One disclosed method involves accessing, by a computing system and using access credentials associated with a user, data associated with systems of record, generating, by the computing system, a plurality of notifications of events indicated by the data, determining, by the computing system, that the user selected at least one keyword, determining, by the computing system, that a first notification of the plurality of notifications relates to the at least one keyword, and causing, by the computing system and based at least in part on the first notification relating to the at least one keyword, a client device operated by the user to present the first notification.
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公开(公告)号：US20230004450A1
公开(公告)日：2023-01-05
申请号：US17386777
申请日：2021-07-28
Applicant: Citrix Systems, Inc.
Inventor： Ke Xu , Zhaozhao Xiong , Zongpeng Qiao , Lu Sun
Abstract: One disclosed method involves accessing, by a computing system and using access credentials associated with a user, data associated with systems of record, generating, by the computing system, a plurality of notifications of events indicated by the data, determining, by the computing system, that the user selected at least one keyword, determining, by the computing system, that a first notification of the plurality of notifications relates to the at least one keyword, and causing, by the computing system and based at least in part on the first notification relating to the at least one keyword, a client device operated by the user to present the first notification.
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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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