System and method for a work distribution service

Patent metadata

Field	Value
Publication number	US-11330108-B2
Application number	US-202017117624-A
Country	US
Kind code	B2
Filing date	Dec 10, 2020
Priority date	Mar 14, 2014
Publication date	May 10, 2022
Grant date	May 10, 2022

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.

First claim

What is claimed is:

1. A method comprising:
receiving, by a contact center system, an incoming communication indicating a work item;
transmitting a request to an external server based on a resource identifier associated with the incoming communication;
receiving a workflow instruction document from the external server;
selecting a worker to handle the work item based on the workflow instruction document;
transmitting the work item to a worker application endpoint associated with the worker; and
directing the incoming communication to a media endpoint of the worker.

2. The method of claim 1 , further comprising:
prior to selecting the worker, directing the incoming communication to a wait-state application.

3. The method of claim 1 , wherein directing the incoming communication to the media endpoint of the worker comprises:
redirecting the incoming communication from the wait-state application to the media endpoint of the worker.

4. The method of claim 1 , wherein the request to the external server includes work attributes associated with the work item.

5. The method of claim 4 , wherein the external server generates the workflow instruction document based on the work attributes included in the request.

6. The method of claim 1 , further comprising:
generating the work item based on the incoming communication, the work item being a data object containing work attributes describing the work item.

7. The method of claim 6 , wherein transmitting the work item to the worker application endpoint associated with the worker causes the work attributes to be displayed to the worker within a user interface presented on display of a client device.

8. A contact center system comprising:
one or more computer processors; and
one or more computer-readable mediums storing instructions that, when executed by the one or more computer processors, cause the contact center system to perform operations comprising:
receiving an incoming communication indicating a work item;
transmitting a request to an external server based on a resource identifier associated with the incoming communication;
receiving a workflow instruction document from the external server;
selecting a worker to handle the work item based on the workflow instruction document;
transmitting the work item to a worker application endpoint associated with the worker; and
directing the incoming communication to a media endpoint of the worker.

9. The contact center system of claim 8 , the operations further comprising:
prior to selecting the worker, directing the incoming communication to a wait-state application.

10. The contact center system of claim 8 , wherein directing the incoming communication to the media endpoint of the worker comprises:
redirecting the incoming communication from the wait-state application to the media endpoint of the worker.

11. The contact center system of claim 8 , wherein the request to the external server includes work attributes associated with the work item.

12. The contact center system of claim 11 , wherein the external server generates the workflow instruction document based on the work attributes included in the request.

13. The contact center system of claim 12 , the operations further comprising:
generating the work item based on the incoming communication, the work item being a data object containing work attributes describing the work item.

14. The contact center system of claim 13 , wherein transmitting the work item to the worker application endpoint associated with the worker causes the work attributes to be displayed to the worker within a user interface presented on display of a client device.

15. A non-transitory computer-readable medium storing instructions that, when executed by one or more computer processors of a contact center system, cause the contact center system to perform operations comprising:
receiving an incoming communication indicating a work item;
transmitting a request to an external server based on a resource identifier associated with the incoming communication;
receiving a workflow instruction document from the external server;
selecting a worker to handle the work item based on the workflow instruction document;
transmitting the work item to a worker application endpoint associated with the worker; and
directing the incoming communication to a media endpoint of the worker.

16. The non-transitory computer-readable medium of claim 15 , the operations further comprising:
prior to selecting the worker, directing the incoming communication to a wait-state application.

17. The non-transitory computer-readable medium of claim 15 , wherein directing the incoming communication to the media endpoint of the worker comprises:
redirecting the incoming communication from the wait-state application to the media endpoint of the worker.

18. The non-transitory computer-readable medium of claim 15 , wherein the request to the external server includes work attributes associated with the work item.

19. The non-transitory computer-readable medium of claim 18 , wherein the external server generates the workflow instruction document based on the work attributes included in the request.

20. The non-transitory computer-readable medium of claim 19 , the operations further comprising:
generating the work item based on the incoming communication, the work item being a data object containing work attributes describing the work item, wherein transmitting the work item to the worker application endpoint associated with the worker causes the work attributes to be displayed to the worker within a user interface presented on display of a client device.

Assignees

• Twilio Inc

Inventors

• Wolthuis John
• Brazier Robert

Classifications

• H04M3/5233 Primary

  Operator skill based call distribution · CPC title

• Y04S10/50

  Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications · CPC title

• H04M3/5232

  Call distribution algorithms · CPC title

• G06Q10/0633

  Workflow analysis · CPC title

• G06Q10/063114

  Status monitoring or status determination for a person or group · CPC title