System and method for a work distribution service
First Claim
1. A method comprising:
- at a multi-tenant work distribution system;
responsive to a first work item API request provided by a first external application server system of a first account of a plurality of accounts of the multi-tenant work distribution system, determining a first worker identifier of a plurality of worker identifiers configured for the first account to be assigned to a first work item corresponding to the first work item API request;
providing first assignment information to the first external application server system via a first callback configured for the first account,wherein the first assignment information specifies at least the first worker identifier and work item attributes of the first work item,wherein the work distribution system receives the first work item API request from the first external application server system via an application protocol communication,wherein the work distribution system provides the first assignment information to the first external application server system via an application protocol communication.
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Accused Products
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.
769 Citations
20 Claims
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1. A method comprising:
- at a multi-tenant work distribution system;
responsive to a first work item API request provided by a first external application server system of a first account of a plurality of accounts of the multi-tenant work distribution system, determining a first worker identifier of a plurality of worker identifiers configured for the first account to be assigned to a first work item corresponding to the first work item API request; providing first assignment information to the first external application server system via a first callback configured for the first account, wherein the first assignment information specifies at least the first worker identifier and work item attributes of the first work item, wherein the work distribution system receives the first work item API request from the first external application server system via an application protocol communication, wherein the work distribution system provides the first assignment information to the first external application server system via an application protocol communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
- at a multi-tenant work distribution system;
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11. A method comprising:
- at a multi-tenant work distribution system;
responsive to a first work item API request provided by a multi-tenant telephony communication platform on behalf of a first account of a plurality of accounts of the multi-tenant work distribution system, determining a first worker identifier of a plurality of worker identifiers configured for the first account to be assigned to a first work item corresponding to the first work item API request; providing first assignment information to a first external application server system of the first account via a first callback configured for the first account, wherein the first assignment information specifies at least the first worker identifier and work item attributes of the first work item, wherein the work distribution system receives the first work item API request from the multi-tenant telephony communication platform via an application protocol communication, and wherein the work distribution system provides the first assignment information to the first external application server system via an application protocol communication. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
- at a multi-tenant work distribution system;
Specification