Patent ID: 9111246
Filing Date: 2015-08-18
Classification: G06Q

Abstract:
1. A method comprising: receiving, by a device, a service request for a user device; transmitting, by the device and based on receiving the service request, validation information to the user device, determining, by the device and based on transmitting the validation information, that processing of the service request by a first technician would cause a number of support sessions simultaneously serviced by the first technician to exceed a maximum number of support sessions that can be serviced by the first technician; identifying, by the device and based on the determining, a second technician; determining, by the device and based on information indicating a maximum number of support sessions that can be serviced by the second technician, that processing of the service request by the second technician would not cause a number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician; and adding, by the device and based on determining that processing of the service request by the second technician would not cause the number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician, the service request to a work queue associated with the second technician.