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ADVANCED ROUTING AND ASSIGNMENT OF WORK ITEMS IN A REMOTE NETWORK MANAGEMENT PLATFORM
ADVANCED ROUTING AND ASSIGNMENT OF WORK ITEMS IN A REMOTE NETWORK MANAGEMENT PLATFORM
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机译:远程网络管理平台中的高级项目路由和工作分配
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摘要
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.
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