METHODS FOR PRIORITIZING AND ASSIGNING ONE OR MORE EXCEPTIONS AND DEVICES THEREOF

摘要

A method, non-transitory computer readable medium and exception management computing device for obtaining one or more exceptions and information associated with each of the obtained one or more exceptions. Each of the obtained one or more exceptions is classified as either a relevant exception or a non-relevant exception based on the obtained information associated with each of the obtained one or more exceptions. Each of the obtained one or more exceptions classified as being the relevant exception is prioritized based on one or more business rules. The prioritized one or more relevant exceptions are assigned to the one or more agents based on one or more skills of the one or more agents prioritized.

主权项

1. A method for prioritizing and assigning one or more exceptions, the method comprising:
obtaining, by an exception management computing device, one or more exceptions and information associated with each of the obtained one or more exceptions; classifying, by the exception management computing device, each of the obtained one or more exceptions as either a relevant exception or a non-relevant exception based on the obtained information associated with each of the obtained one or more exceptions; prioritizing, by the exception management computing device, each of the obtained one or more exceptions classified as being the relevant exception based on one or more business rules; and assigning, by the exception management computing device, the prioritized one or more relevant exceptions to one or more agents based on one or more skills of the one or more agents.