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Computer implemented methods and apparatus for managing agent workload in a customer service environment

  • US 9,398,156 B2
  • Filed: 02/13/2014
  • Issued: 07/19/2016
  • Est. Priority Date: 04/12/2013
  • Status: Active Grant
First Claim
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1. A system for managing customer service agent workload in a customer service environment, the system comprising:

  • a database system implemented using a server system, the database system configurable to cause;

    processing a communication associated with a customer case item associated with a customer;

    determining one or more case attributes of the customer case item;

    identifying, using the database system, a first one and a second one of a plurality of customer service agents in the customer service environment as having one or more agent attributes matching the one or more case attributes of the customer case item;

    assigning, using the database system, the customer case item to the first and the second customer service agents;

    identifying the customer case item in;

    a first component of a first user interface displayed on a first display device associated with the first customer service agent, anda second component of a second user interface displayed on a second display device associated with the second customer service agent;

    processing a request received from the second customer service agent to work on the customer case item; and

    updating, responsive to processing the request, the first component of the first user interface to graphically represent that the customer case item is being worked on by the second customer service agent, the first component being associated with one of a plurality of user-selectable tabs identifying work assigned to the first customer service agent and identifying communication modules accessible via the first user interface for electronically communicating with individuals comprising the customer and comprising the second customer service agent.

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