Electronic communication work flow manager system, method and computer program product
First Claim
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1. A method for processing a work item using an electronic workflow manager comprising:
- electronically receiving a work item;
automatically and electronically acknowledging receipt of the work item to a designated party;
determining one or more certain parameters from or about the work item;
applying the one or more certain parameters to a set of business rules;
if said certain parameters comport with said set of business rules, then;
determining from said set of parameters one or more users for processing said work item, where each of said users are assigned to a team and said team belongs to a center of a business enterprise;
determining if any of said one or more users are available and routing said work item to an available user;
if none of said one or more users are available, then holding said work item in an electronic queue until at least one of said one or more users become available; and
routing said work item to said available one or more users for processing said work item in accordance with said business rules;
if said certain parameters do not comport with said set of business rules, then;
routing said work item to an electronic queue for unidentified work items.
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Abstract
The present invention provides systems, methods and a computer program product for the management of electronic work items by providing uniform methodology across an enterprise. Work items are electronically received by an organization and routed to available users depending upon the business rules of the organization and certain parameters of the work items. Service level commitments may be assigned, tracked and reported as capturing standard reporting across the enterprise specifically with respect to electronic work items.
88 Citations
24 Claims
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1. A method for processing a work item using an electronic workflow manager comprising:
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electronically receiving a work item;
automatically and electronically acknowledging receipt of the work item to a designated party;
determining one or more certain parameters from or about the work item;
applying the one or more certain parameters to a set of business rules;
if said certain parameters comport with said set of business rules, then;
determining from said set of parameters one or more users for processing said work item, where each of said users are assigned to a team and said team belongs to a center of a business enterprise;
determining if any of said one or more users are available and routing said work item to an available user;
if none of said one or more users are available, then holding said work item in an electronic queue until at least one of said one or more users become available; and
routing said work item to said available one or more users for processing said work item in accordance with said business rules;
if said certain parameters do not comport with said set of business rules, then;
routing said work item to an electronic queue for unidentified work items. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for processing a work item using an electronic workflow manager comprising:
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electronically receiving a work item;
automatically and electronically acknowledging receipt of the work item to a designated party;
determining one or more certain parameters from or about the work item;
applying the one or more certain parameters to a first set of business rules and if said certain parameters comport with said first set of business rules, then routing said work item to a first electronic queue, and if said certain parameters do not comport with said first set of business rules, then routing said work item to an electronic queue for unidentified work items;
applying the one or more certain parameters to a second set of business rules and if said certain parameters comport with said second set of business rules, then routing said work item to a second electronic queue, and if said certain parameters do not comport with said second set of business rules, then routing said work item to an electronic queue for unidentified work items;
applying the one or more certain parameters to a third set of business rules and if said certain parameters comport with said third set of business rules, then routing said work item to a third electronic queue to await processing by an available customer service representative, and if said certain parameters do not comport with said second set of business rules, then routing said work item to an electronic queue for unidentified work items. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A system operating on one or more computing devices for electronically managing the workflow of one or more work items in a business enterprise, said system comprised of:
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an import server, wherein said import server receives the one or more work items that are sent to the business organization and stores said one or more work items at least momentarily on a database;
a routing engine, wherein said routing engine discerns information from and about each said one or more work items, applies at least one set of business rules to said information, and based upon said information comporting with said at least one set of business rules said routing engine determines which of one or more available users to route each said one or more work items, and if said information does not comport with said at least one set of business rules then said routing engine routes each said one or more work items to an unidentified work item electronic queue; and
an application server, wherein the application server services one or more graphical user interfaces (GUIs) such that said one or more work items routed to said one or more available users are displayed to said one or more available users and said one or more available users may interact with and process said one or more work items on discrete and consolidated bases. - View Dependent Claims (19, 20, 21, 22, 23)
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24. A computer program product, comprising:
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a memory having computer readable code embodied therein, for execution by a computing device, for processing one or more work items using an electronic workflow manager, said code comprising;
a) executable code for electronically receiving a work item;
b) executable code for automatically and electronically acknowledging receipt of the work item to a designated party;
c) executable code for determining one or more certain parameters from or about the work item;
d) executable code for applying the one or more certain parameters to a set of business rules;
e) executable code for determining if said certain parameters comport with said set of business rules, and if they do then;
f) executable code for determining from said set of parameters one or more users for processing said work item, where each of said users are assigned to a team and said team belongs to a center of a business enterprise;
g) executable code for determining if any of said one or more users are available and routing said work item to an available user;
h) executable code for determining if none of said one or more users are available, then holding said work item in an electronic queue until at least one of said one or more users become available and routing said work item to said available one or more users for processing said work item in accordance with said business rules; and
i) executable code for determining if said certain parameters do not comport with said set of business rules, and then routing said work item to an electronic queue for unidentified work items.
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Specification