ServiceNow, Inc.
ADVANCED ROUTING AND ASSIGNMENT OF WORK ITEMS IN A REMOTE NETWORK MANAGEMENT PLATFORM

Abstract:

An example system for advanced routing and assignment of work items includes a computing device within a computational instance disposed within a remote network management platform. The computing device obtains a set of work items. The set of work items includes work items generated from submissions received within a first predefined period or work items that have remained unaddressed for at least a second predefined period. The computing device identifies a first work item based on queue priority rules that organize the work items according to a quantity of time that each work item has remained unaddressed. For the first work item, the computing device identifies available agents capable of addressing work items within a first channel that includes the first work item and assigns the first work item to a particular agent who has not previously rejected the first work item.