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    Computer implemented methods and apparatus for managing agent workload in a customer service environment
    2.
    发明授权
    Computer implemented methods and apparatus for managing agent workload in a customer service environment 有权
    用于在客户服务环境中管理代理工作负载的计算机实现的方法和装置

    公开(公告)号：US09398156B2

    公开(公告)日：2016-07-19

    申请号：US14180085

    申请日：2014-02-13

    Applicant: salesforce.com, inc.

    Inventor： Benjamin Snyder ,  Vahn K. Phan ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis

    IPC: H04M3/523 ,  H04M3/51 ,  H04M3/42

    CPC classification number: H04M3/5233 ,  H04M3/42068 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2203/551

    Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for managing customer service agent workload in a customer service environment. In some implementations, one or more servers receive a communication associated with a customer case item. The one or more servers determine one or more case attributes associated with the customer case item and identify a first customer service agent having one or more agent attributes that match the one or more case attributes of the customer case item. The one or more servers assign the customer case item to the first customer service agent and provide first data of the customer case item to a first display device associated with the first customer service agent, the first display device configured to display a user interface including a first component indicating the first data of the customer case item.

    Abstract translation: 公开了用于在客户服务环境中管理客户服务代理工作负载的方法，装置，系统和计算机可读存储介质。 在一些实现中，一个或多个服务器接收与客户案例项目相关联的通信。 一个或多个服务器确定与客户案例项目相关联的一个或多个案例属性，并且识别具有与客户案例项目的一个或多个案例属性匹配的一个或多个代理属性的第一客户服务代理。 一个或多个服务器将客户案例项目分配给第一客户服务代理，并将客户案例项目的第一数据提供给与第一客户服务代理相关联的第一显示设备，第一显示设备被配置为显示包括 第一个组件指示客户案例项目的第一个数据。

    COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR RESPONDING TO ACTIONABLE TEXT PATTERNS IN A FEED ITEM
    5.
    发明申请
    COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR RESPONDING TO ACTIONABLE TEXT PATTERNS IN A FEED ITEM 审中-公开
    计算机实现方法和设备，用于响应供应项目中的可操作文本模式

    公开(公告)号：US20140310608A1

    公开(公告)日：2014-10-16

    申请号：US14251389

    申请日：2014-04-11

    Applicant: salesforce.com, inc.

    Inventor： Benjamin Snyder ,  Vahn K. Phan ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis

    IPC: H04L12/24 ,  G06F3/0484

    Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for responding to actionable text patterns in a feed item. In some implementations, a computing device receives textual input for a feed item to be published in an information feed. The computing device identifies in the textual input an actionable text pattern and transmits a portion of the actionable text pattern to a server. The computing device receives, from the server, one or more names of entities. The entities may be object records stored in a database, wherein the names of the entities match the portion of the actionable text pattern transmitted to the server. The computing device receives a selection of a first of the one or more names.

    Abstract translation: 公开了用于响应馈送项目中的可操作文本模式的方法，装置，系统和计算机可读存储介质。 在一些实现中，计算设备接收要在信息馈送中发布的馈送项的文本输入。 计算设备在文本输入中标识可操作的文本模式，并将可操作文本模式的一部分发送到服务器。 计算设备从服务器接收一个或多个实体名称。 实体可以是存储在数据库中的对象记录，其中实体的名称与发送到服务器的可动作文本模式的部分相匹配。 计算设备接收一个或多个名字中的第一个的选择。

    Computer implemented methods and apparatus for responding to actionable text patterns in a feed item
    6.
    发明授权
    Computer implemented methods and apparatus for responding to actionable text patterns in a feed item 有权

    公开(公告)号：US10684752B2

    公开(公告)日：2020-06-16

    申请号：US14251389

    申请日：2014-04-11

    Applicant: salesforce.com, inc.

    Inventor： Benjamin Snyder ,  Vahn K. Phan ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis

    IPC: G06F3/0484 ,  G06Q10/10 ,  H04L12/58

    Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for responding to actionable text patterns in a feed item. In some implementations, a computing device receives textual input for a feed item to be published in an information feed. The computing device identifies in the textual input an actionable text pattern and transmits a portion of the actionable text pattern to a server. The computing device receives, from the server, one or more names of entities. The entities may be object records stored in a database, wherein the names of the entities match the portion of the actionable text pattern transmitted to the server. The computing device receives a selection of a first of the one or more names.

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