Abstract: An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.

Abstract: A computational instance may contain queues configured to hold work items. The work items may be representations of user submissions requesting actions from a plurality of agents. The computational instance may also contain computing devices configured to: (a) obtain a set of assignment rules that specify mappings between (i) respective selection criteria for the assignment rules, and (ii) one or more candidate agents from the plurality of agents that can be assigned to address the work items with content that match the respective selection criteria, (b) read, from the queues, a work item corresponding to a user submission, (c) iterate through the assignment rules according to an ordering until a particular assignment rule with associated selection criteria that matches content of the work item is found, and (d) assign the work item to a particular agent from the one or more candidate agents.

Abstract: An embodiment may involve persistent storage containing definitions of a set of queues and a set of servers, and wherein the servers are respectively associated with deactivation times. One or more processors may be configured to: (i) identify, by an assignment engine, an incoming request in a particular queue, wherein the incoming request is ready for assignment to one of the servers; (ii) determine, by the assignment engine and based on data associated with the incoming request, an expected duration for servicing of the incoming request; (iii) calculate, by the assignment engine and based on the deactivation times, times remaining in service for each of the servers; (iv) select, by the assignment engine and from the servers, a particular server that has a time remaining that is greater than the expected duration; and (v) assign, by the assignment engine, the incoming request to the particular server.

Abstract: An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.

Abstract: An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.

Abstract: Skill determination rules may be defined and applied to work items to identify the relevant skills associated with the work item. A skill determination rule definition graphical user interface (GUI) may be utilized to received date defining one or more skill determination rules. Once skill determination rules are defined, upon receipt of a work item, the relevant skill determination rules may be identified and applied to identify relevant skills associated with the work item. An agent possessing the identified skills may be identified and the work item added to the selected agent's queue.

Abstract: Provided are communication management techniques useful for delivering communications to client instances that have been impacted by a particular issue. The communication management techniques include determining an issue that impacts two or more client instances, generating and presenting a communications management graphical user interface (GUI), and sending communications to each client instance in response to a selection of a selectable communication action. The communications management GUI may include a communications portion configured to perform a selectable communication action related to the issue that impacts two or more client instances, and the selectable communication action may be configurable to send one or more communications to each client instance.

Abstract: A computing system includes persistent storage containing data structures storing a plurality of records of contacts and an interaction management application configured to perform operations. The operations include receiving, from a contact and before starting an interaction related to a technical problem, a plurality of data identifying the contact. An interaction entry that includes input fields to identify the contact and the technical problem and represents the interaction is generated. A record of the contact is retrieved from the data structures based on the plurality of data and an identity of the contact is authenticated based on the plurality of data matching the record. Based on authenticating the identity of the contact, the input fields of the interaction entry are populated with corresponding information from the retrieved record, an indication is provided on the interaction entry that the identity of the contact has been authenticated, and the interaction is started.

Abstract: A computational instance may contain queues configured to hold work items. The work items may be representations of user submissions requesting actions from a plurality of agents. The computational instance may also contain computing devices configured to: (a) obtain a set of assignment rules that specify mappings between (i) respective selection criteria for the assignment rules, and (ii) one or more candidate agents from the plurality of agents that can be assigned to address the work items with content that match the respective selection criteria, (b) read, from the queues, a work item corresponding to a user submission, (c) iterate through the assignment rules according to an ordering until a particular assignment rule with associated selection criteria that matches content of the work item is found, and (d) assign the work item to a particular agent from the one or more candidate agents.

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.

Abstract: An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.

Abstract: Provided are communication management techniques useful for delivering communications to client instances that have been impacted by a particular issue. The communication management techniques include determining an issue that impacts two or more client instances, generating and presenting a communications management graphical user interface (GUI), and sending communications to each client instance in response to a selection of a selectable communication action. The communications management GUI may include a communications portion configured to perform a selectable communication action related to the issue that impacts two or more client instances, and the selectable communication action may be configurable to send one or more communications to each client instance.