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Universal workflow-based routing

A workflow and routing technology, applied in data processing applications, comprehensive factory control, electrical program control, etc., can solve problems such as slow response time, overall customer dissatisfaction, etc., to improve efficiency, improve workflow efficiency and response time, cost reduction effect

Active Publication Date: 2008-11-19
ORACLE INT CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In short, unless a business can provide consistent priority contact throughout the life of the associated workflow, not only will slower response times have an impact, but it may manifest itself in overall customer dissatisfaction

Method used

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Examples

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Embodiment Construction

[0050] Embodiments of the present invention and its advantages can be understood with reference to Figures 1-18, and are described in the context of a robust workflow routing environment. However, the improvements described here are applicable to any type of environment that requires assistance in routing workflow items (both TVM and workflow documents).

[0051] FIG. 1 shows a top-level view of a workflow-based routing network 100 according to an embodiment of the present invention. In general, the network 100 facilitates manual, automatic and semi-automatic processing of workflow items.

[0052] For better understanding of the present invention, network 100 is described as comprising three separate "zones" which together facilitate the workflow environment. These "regions" can be divided in various ways, and the exemplary embodiments shown are by no means intended to limit those skilled in the art to implementing the present invention in other configurations. These three a...

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Abstract

The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and ''trigger points'' for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.

Description

technical field [0001] The present invention relates to a customer service system and a call center, and more particularly to a customer service and enterprise workflow management method and system that realize manual, semi-automatic or fully automatic processing and routing of workflow items. Background technique [0002] Workflow items take many forms, but are generally divided into two categories. First, there is a Time Varying Media (TVM) category that includes phone calls, emails, Internet-based chats, voice messages, and other real-time and non-real-time media interactions. TVMs are often workflow items in the sense that they serve as triggers or entry points for subsequent work. Second, there is another broad class of workflow items that concerns the flow of documents or electronic transactions representing non-TVM tasks. These non-TVM items are often referred to as workflow documents or workflow transactions. For example, these tasks are often associated with acti...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G05B19/418
CPCG06Q10/06G06Q10/06316G06Q10/0633G06Q10/10
Inventor 艾利·波尔多兰·艾兹尔兹阿利·阿简妮威廉·斯巴乌尔艾米德·雅哈玛迪爱德文·玛尔济利斯
Owner ORACLE INT CORP
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