SYSTEM AND METHOD FOR MAPPING TICKETS BETWEEN CUSTOMER-FACING AGENTS, SPECIALIZED AGENTS AND AGENT GROUPS

A computer-implemented process for improving tracking and visibility of a ticket may include changing a status of a ticket, allowing ownership of the ticket to be shared with an internal agent. The process may also include depending on the changed status, an internal group mapped to the ticket is se...

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Bibliographic Details
Main Authors Balasubramanian, Bharath, Mathrubootham, Rathnagirish, Dhanasekar, Divya, Siva, Vijaybabu, Ganesan, Arvind S, Ravindran, Arvind
Format Patent
LanguageEnglish
Published 09.05.2019
Subjects
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Summary:A computer-implemented process for improving tracking and visibility of a ticket may include changing a status of a ticket, allowing ownership of the ticket to be shared with an internal agent. The process may also include depending on the changed status, an internal group mapped to the ticket is selected from a list of available internal groups, and selecting an available internal agent from a list of available agents within the internal group. The process may further include updating the ticket such that ownership of the ticket is shared between the customer-facing agent and the internal agent.
Bibliography:Application Number: US201815907277