System and method for a work distribution service

• US 10,003,693 B2
• Filed: 03/06/2017
• Issued: 06/19/2018
• Est. Priority Date: 03/14/2014
• Status: Active Grant

• Current Assignee: Twilio, Inc.
• Original Assignee: Twilio, Inc.
• Inventors: Wolthuis, John, Brazier, Robert
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/450,883
• Publication Number:
  US 20170208178A1
• Time in Patent Office: 470 Days
• Field of Search: None
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: Y04S 10/50 Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications

Abstract

Systems and methods for a work distribution service. At a multi-tenant platform that provides a work distribution service for a plurality of external systems, a priority is assigned to a first work item of a first external system. The work item is received via a RESTful work item API call request. The priority is assigned based on work item attributes of the work item and a workflow instruction corresponding to workflow information specified by the work item. The workflow instruction is provided by the external system via a RESTful Workflow API. A worker is assigned to the work item based on: the priority of the work item, the workflow information, and worker state managed by the first external system via a RESTful Worker API. The worker state includes worker attributes. The work item is generated by the external system, and the workflow instruction is managed by the external system.

Claims

1. A method comprising:

a work distribution system receiving a first work item API request from an external first application server system via a network device of the work distribution system;

the work distribution system determining a first worker identifier for the first work item API request, wherein the first worker identifier is one of a plurality of worker identifiers associated with a first account of the work-distribution system, and wherein the first work item API request is a request of the first account;

the work distribution system generating first assignment information that specifies the first worker identifier and at least one work item attribute of the first work item API request; and

the work distribution system providing the first assignment information to the external first application server system via the network device.

2. The method of claim 1, wherein the work distribution system is a multi-tenant work distribution system that manages a plurality of accounts including the first account, wherein the work distribution system determines the first worker identifier responsive to the first work item API request, and wherein the work distribution system receives the first work item API request from the external first application server system via an API module of the work distribution system.

3. The method of claim 1, wherein the first application server system processes a work item of the first work item API request responsive to receipt of the first assignment information.

4. The method of claim 1, wherein determining the first worker identifier for the first work item API request comprises:

determining that a worker attribute of the first worker identifier matches the at least one work item attribute of the first work item API request.

5. The method of claim 1, wherein determining the first worker identifier for the first work item API request comprises:

determining that a worker attribute of the first worker identifier and the at least one work item attribute of the first work item API request satisfy an assignment expression.

6. The method of claim 5, wherein the at least one work item attribute includes at least one of a value classification attribute, a language attribute, a segment attribute, and a region attribute.

7. The method of claim 6, wherein the worker attribute includes one of a language attribute, a retention skill attribute, and a location attribute.

8. The method of claim 1, wherein the first application server system is a system of a vehicular ride-share platform, wherein the first work item API request is for a ride request work item, and wherein the first worker identifier is an identifier of a driver of the ride-share platform.

9. The method of claim 1, wherein the first application server system is a system of a service booking platform, and wherein the first work item API request is for a service booking work item.

10. The method of claim 1, wherein the first application server system is a system of a question/solution platform, and wherein the first work item API request is for a question/solution work item.

11. The method of claim 1, wherein the first application server system is a system of a call center system, wherein the first work item API request is for a call work item, and wherein the first worker identifier is an identifier of a call center agent of the call center system.

12. The method of claim 1, wherein the first application server system is a system of CRM system.

13. The method of claim 1, wherein the first application server system is a system of a customer service system, wherein the first work item API request is for a customer service work item, and wherein the first worker identifier is an identifier of a customer service agent of the customer service system.

14. The method of claim 1, wherein the first application server system is a system of a service provider system, wherein the first work item API request is for a service provider work item, and wherein the first worker identifier is an identifier of a service provider of the service provider system.

15. A work distribution system comprising:

a network device;

at least one processing unit constructed to execute machine-executable instructions of at least one storage medium of the work distribution system; and

the at least one storage medium, wherein the at least one storage medium stores machine-executable instructions for controlling the work distribution system to;

receive a first work item API request from an external first application server system via the network device;

determine a first worker identifier for the first work item API request, wherein the first worker identifier is one of a plurality of worker identifiers associated with a first account of the work-distribution system, and wherein the first work item API request is a request of the first account;

generate first assignment information that specifies the first worker identifier and at least one work item attribute of the first work item API request; and

provide the first assignment information to the external first application server system via the network device.

16. The system of claim 15, wherein the work distribution system is a multi-tenant work distribution system that manages a plurality of accounts including the first account, wherein the work distribution system is constructed to determine the first worker identifier responsive to the first work item API request, and wherein the work distribution system is constructed to receive the first work item API request from the external first application server system via an API module of the work distribution system.

17. The system of claim 15, wherein the external first application server system processes a work item of the first work item API request responsive to receipt of the first assignment information.

18. The system of claim 15, wherein the work distribution system is constructed to determine the first worker identifier for the first work item API request by:

determining that a worker attribute of the first worker identifier and the at least one work item attribute of the first work item API request satisfy an assignment expression.

19. The system of claim 18, wherein the at least one work item attribute includes at least one of a value classification attribute, a language attribute, a segment attribute, and a region attribute.

20. The system of claim 19, wherein the worker attribute includes one of a language attribute, a retention skill attribute, and a location attribute.