Prioritizing threads for agent routing

• US 10,019,717 B2
• Filed: 12/17/2013
• Issued: 07/10/2018
• Est. Priority Date: 12/17/2013
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Sloan, Scott, Patterson, Christopher
• Primary Examiner(s): JASMIN, LYNDA C
• Assistant Examiner(s): Lindsey, III, Johnathan J
• Application Number:
  US14/109,676
• Publication Number:
  US 20150170153A1
• Time in Patent Office: 1,666 Days
• Field of Search: 705304, 705 32, 705346, 715700, 715751
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

A method of prioritizing and routing electronic requests, may include accessing, at an incident management system, an incident record. The method may also include assigning, by the incident management system, a priority to the incident record. The method may additionally include causing a thread to be generated in an internal social networking application, wherein the thread is based on the incident record. The method may further include linking the incident record in the incident management system to the thread in the internal social networking application. The method may also include generating an interface for an agent portal to display an indication of the thread within a plurality of thread indications according to the priority.

Claims

1. A method of prioritizing and routing electronic requests, the method comprising:

accessing, at an incident management system, an incident record, wherein the incident record is a record of a customer service request;

receiving, by the incident management system, a priority to the incident record;

causing a thread to be generated in an internal social networking application, wherein the thread is based on the incident record;

creating a link from the incident record in the incident management system to the thread in the internal social networking application, wherein the thread is associated with the priority;

generating user interface data for an agent portal interface to display an indication of the thread within a list of a plurality of thread indications, wherein the indication of the thread is arranged within the list of the plurality of thread indications according to the priority relative to a set of priorities associated with the plurality of thread indications in the list, wherein the agent portal interface acts as a front-end to both the incident management system and the internal social networking application, wherein the agent portal interface maintains the link between the incident record and the thread, and wherein the agent portal interface extracts incident details from the incident management system using the link and displays the incident details along with contents of the thread within the agent portal interface when the indication of the thread is selected within the agent portal interface;

receiving a set of updates to the thread;

receiving an updated priority, wherein the updated priority is at least partly based on the set of updates to the thread and the priority; and

updating the user interface data for the agent portal interface such that the indication of the thread is arranged within the list of the plurality of thread indications according to the updated priority relative to the set of priorities associated with the plurality of thread indications in the list.

2. The method of claim 1 further comprising:

determining an attribute of the incident record by analyzing language in the incident record;

selecting agent profiles that match the attribute, wherein each of the agent profiles corresponds to an agent; and

sending an electronic invitation to accounts associated with the selected agent profiles to join the thread.

3. The method of claim 1 wherein the priority is based at least in part on attributes of an associated incident.

4. The method of claim 1 wherein the priority is based at least in part on attributes of an associated client.

5. The method of claim 1 wherein the incident management system and the internal social networking application are separate software products in a cloud-based Customer Relationship Management system.

6. The method of claim 1 wherein linking the incident record in the incident management system to the thread in the internal social networking application is performed by the agent portal.

18. The method of claim 1, wherein metadata for the thread is stored in a data structure, and wherein linking the incident record in the incident management system to the thread in the internal social networking application comprises altering the metadata for the thread to include an incident ID of the incident record.

7. A non-transitory computer-readable medium comprising a sequence of instructions which, when executed by one or more processors, causes the one or more processors to prioritize and route electronic requests by:

accessing, at an incident management system, an incident record, wherein the incident record is a record of a customer service request;

receiving, by the incident management system, a priority to the incident record;

causing a thread to be generated in an internal social networking application, wherein the thread is based on the incident record;

creating a link from the incident record in the incident management system to the thread in the internal social networking application, wherein the thread is associated with the priority;

generating user interface data for an agent portal interface to display an indication of the thread within a list of a plurality of thread indications, wherein the indication of the thread is arranged within the list of the plurality of thread indications according to the priority relative to a set of priorities associated with the plurality of thread indications in the list, wherein the agent portal interface acts as a front-end to both the incident management system and the internal social networking application, wherein the agent portal interface maintains the link between the incident record and the thread, and wherein the agent portal interface extracts incident details from the incident management system using the link and displays the incident details along with contents of the thread within the agent portal interface when the indication of the thread is selected within the agent portal interface;

receiving a set of updates to the thread;

receiving an updated priority, wherein the updated priority is at least partly based on the set of updates to the thread and the priority; and

updating the user interface data for the agent portal interface such that the indication of the thread is arranged within the list of the plurality of thread indications according to the updated priority relative to the set of priorities associated with the plurality of thread indications in the list.

8. The non-transitory computer-readable medium according to claim 7 wherein the instructions further cause the one or more processors to prioritize and route electronic requests by:

determining an attribute of the incident record by analyzing language in the incident record;

selecting agent profiles that match the attribute, wherein each of the agent profiles corresponds to an agent; and

sending an electronic invitation to accounts associated with the selected agent profiles to join the thread.

9. The non-transitory computer-readable medium according to claim 7 wherein the priority is based at least in part on attributes of an associated incident.

10. The non-transitory computer-readable medium according to claim 7 wherein the priority is based at least in part on attributes of an associated client.

11. The non-transitory computer-readable medium according to claim 7 wherein the incident management system and the internal social networking application are separate software products in a cloud-based Customer Relationship Management system.

12. The non-transitory computer-readable medium according to claim 7 wherein linking the incident record in the incident management system to the thread in the internal social networking application is performed by the agent portal.

19. The non-transitory computer-readable medium according to claim 7, wherein metadata for the thread is stored in a data structure, and wherein linking the incident record in the incident management system to the thread in the internal social networking application comprises altering the metadata for the thread to include an incident ID of the incident record.

13. A system comprising:

one or more processors; and

a memory communicatively coupled with and readable by the one or more processors and comprising a sequence of instructions which, when executed by the one or more processors, cause the one or more processors to prioritize and route electronic requests by;

accessing, at an incident management system, an incident record, wherein the incident record is a record of a customer service request;

receiving, by the incident management system, a priority to the incident record;

causing a thread to be generated in an internal social networking application, wherein the thread is based on the incident record;

linking the incident record in the incident management system to the thread in the internal social networking application, wherein the thread is associated with the priority; and

generating user interface data for an agent portal interface to display an indication of the thread within a list of a plurality of thread indications, wherein the indication of the thread is arranged within the list of the plurality of thread indications according to the priority relative to a set of priorities associated with the plurality of thread indications in the list, wherein the agent portal interface acts as a front-end to both the incident management system and the internal social networking application, wherein the agent portal interface maintains the link between the incident record and the thread, and wherein the agent portal interface extracts incident details from the incident management system using the link and displays the incident details along with contents of the thread within the agent portal interface when the indication of the thread is selected within the agent portal interface;

receiving a set of updates to the thread;

receiving an updated priority, wherein the updated priority is at least partly based on the set of updates to the thread and the priority; and

updating the user interface data for the agent portal interface such that the indication of the thread is arranged within the list of the plurality of thread indications according to the updated priority relative to the set of priorities associated with the plurality of thread indications in the list.

14. The system of claim 13 wherein the instructions further cause the one or more processors to prioritize and route electronic requests by:

determining an attribute of the incident record by analyzing language in the incident record;

selecting agent profiles that match the attribute, wherein each of the agent profiles corresponds to an agent; and

sending an electronic invitation to accounts associated with the selected agent profiles to join the thread.

15. The system of claim 13 wherein the priority is based at least in part on attributes of an associated incident.

16. The system of claim 13 wherein the priority is based at least in part on attributes of an associated client.

17. The system of claim 13 wherein linking the incident record in the incident management system to the thread in the internal social networking application is performed by the agent portal.

20. The system of claim 13, wherein the indication of the thread includes:

a topic of the incident record and a set of details for the thread.