The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 11, 2023
Filed:
Dec. 10, 2019
Servicenow, Inc., Santa Clara, CA (US);
Ruoyu Wang, Santa Clara, CA (US);
Scott Michael Rhodes, Torrance, CA (US);
Tian Ye, San Carlos, CA (US);
Harish Kumar Balachandra Bellamane, San Jose, CA (US);
Yong Liang, Palo Alto, CA (US);
Prithvi Yoganand, Dublin, CA (US);
Surabhi Seetharam, Milpitas, CA (US);
ServiceNow, Inc., Santa Clara, CA (US);
Abstract
A computational instance may contain queues configured to hold work items. The work items may be representations of user submissions requesting actions from a plurality of agents. The computational instance may also contain computing devices configured to: (a) obtain a set of assignment rules that specify mappings between (i) respective selection criteria for the assignment rules, and (ii) one or more candidate agents from the plurality of agents that can be assigned to address the work items with content that match the respective selection criteria, (b) read, from the queues, a work item corresponding to a user submission, (c) iterate through the assignment rules according to an ordering until a particular assignment rule with associated selection criteria that matches content of the work item is found, and (d) assign the work item to a particular agent from the one or more candidate agents.