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公开(公告)号：US20190102746A1
公开(公告)日：2019-04-04
申请号：US15722976
申请日：2017-10-02
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Devinder Narang , Abhishek Rakshe , Ryan Currier , Puja Subramanyam , Cameron Wheeler , Jessica Quittner
Abstract: A system includes a non-transitory memory and one or more hardware processors configured to read instructions from the non-transitory memory. The one or more hardware processors are configured to perform operations including receiving a service appointment request, identifying the one or more skills associated with the service appointment request, referencing service agent profile data stored on a first database, wherein the service agent profile data includes one or more skills possessed by each of a plurality of service agents, referencing service agent schedule data stored on a second database, dynamically populating a calendar of available appointment times, including identifying one or more time slots, occurring during a period of time, during which at least one service agent of the plurality of service agents possesses the identified skills is available, receiving an input selecting a first time slot of the one or more time slots, and updating a schedule of a first service agent of the plurality of service agents to reflect that the first service agent has a service appointment scheduled during the first time slot.
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2.发明申请公开(公告)号：US20190102723A1
公开(公告)日：2019-04-04
申请号：US15722733
申请日：2017-10-02
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Harish Kumar Balachandra Bellamane , Sarath Ambati , Sarup Paul , Cameron Wheeler
Abstract: A system includes a non-transitory memory and one or more hardware processors configured to read instructions from the non-transitory memory to perform operations. The operations include maintaining a list of agent profiles, wherein each of the agent profiles comprises a plurality of skills toward which points are awarded based on completed activities, receiving a service request, identifying one or more skills associated with the service request, referencing the list of agent profiles to identify one of the agent profiles possessing the one or more skills associated with the service request, and assigning the service request to the agent profile possessing the one or more skills associated with the service request.
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公开(公告)号：US20220012671A1
公开(公告)日：2022-01-13
申请号：US17303533
申请日：2021-06-01
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Devinder Narang , Abhishek Rakshe , Ryan Currier , Puja Subramanyam , Cameron Wheeler , Jessica Quittner
Abstract: A system performs operations including receiving a service appointment request, identifying the one or more skills associated with the service appointment request, referencing service agent profile data stored on a first database, wherein the service agent profile data includes one or more skills possessed by each of a plurality of service agents, referencing service agent schedule data stored on a second database, dynamically populating a calendar of available appointment times, including identifying one or more time slots during which at least one service agent of the plurality of service agents possesses the identified skills is available, receiving an input selecting a first time slot of the one or more time slots, and updating a schedule of a first service agent of the plurality of service agents to reflect that the first service agent has a service appointment scheduled during the first time slot.
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