Patent ID: 8868660
Filing Date: 2014-10-21
Classification: G06Q,H04L

Abstract:
1. A method, comprising steps of: electronically receiving a work item at an electronic workflow manager, from an originator; in response to the receipt of the work item, automatically and electronically sending an acknowledgement of the received work item to the originator of the work item; determining one or more parameters from or about the received work item; applying the one or more parameters to business rules defined for determining one or more customer service representatives to assign to the work item, wherein a plurality of customer service representatives belong to a team, a plurality of teams are at a center, and a plurality of centers belong to a business enterprise; wherein the business rules comprise multiple sets of business rules, each set of business rules corresponding to a respective customer service representative, team, and center; wherein rules of each set of business rules for a customer service representative are more specific than those for a team and rules of each set of business rules for a team are more specific than those for a center; if said one or more parameters comport with the applied business rules, then: if said one or more parameters do not comport with at least one of the applied business rules in steps 1), 2) and 3), then: