PRIORITIZING THREADS FOR AGENT ROUTING

• US 20150170153A1
• Filed: 12/17/2013
• Published: 06/18/2015
• Est. Priority Date: 12/17/2013
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Patterson, Christopher, Sloan, Scott
• Granted Patent: US 10,019,717 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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;

assigning, 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; and

generating an interface for an agent portal to display an indication of the thread within a plurality of thread indications according to the priority.

2. The method of claim 1 further comprising:

determining an attribute of the incident record;

selecting agent profiles that match the attribute; and

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

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

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

5. The method of claim 1 further comprising:

uploading one or more documents to the thread, wherein the one or more documents address an associated incident.

6. 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.

7. 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.

8. 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;

assigning, 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; and

generating an interface for an agent portal to display an indication of the thread within a plurality of thread indications according to the priority.

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

determining an attribute of the incident record;

selecting agent profiles that match the attribute; and

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

10. The non-transitory computer-readable medium according to claim 8 wherein the priority is assigned based at least in part on attributes of an associated incident.

11. The non-transitory computer-readable medium according to claim 8 wherein the priority is assigned based at least in part on attributes of an associated client.

12. The non-transitory computer-readable medium according to claim 8 wherein the instructions further cause the one or more processors to prioritize and route electronic requests by uploading one or more documents to the thread, wherein the one or more documents address an associated incident.

13. The non-transitory computer-readable medium according to claim 8 wherein the incident management system and the internal social networking application are separate software products in a cloud-based Customer Relationship Management system.

14. The non-transitory computer-readable medium according to claim 8 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.

15. 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;

assigning, 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; and

generating an interface for an agent portal to display an indication of the thread within a plurality of thread indications according to the priority.

16. The system of claim 15 wherein the instructions further cause the one or more processors to prioritize and route electronic requests by:

determining an attribute of the incident record;

selecting agent profiles that match the attribute; and

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

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

18. The system of claim 15 wherein the priority is assigned based at least in part on attributes of an associated client.

19. The system of claim 15 wherein the instructions further cause the one or more processors to prioritize and route electronic requests by uploading one or more documents to the thread, wherein the one or more documents address an associated incident.

20. The system of claim 15 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.