METHOD AND APPARATUS FOR PROVIDING WORKFLOW AUTOMATION
An approach is provided for automating workflow. A sales order is received. One of a plurality of implementation centers is selected based on a rule. The sales order is stored in one of a plurality of queues that are mapped to the implementation centers.
1 . A method comprising:
receiving a sales order; and
selecting one of a plurality of implementation centers for fulfilling a sales order based on a rule, wherein the sales order is stored in one of a plurality of queues that are mapped to the implementation centers.
2 . A method according to claim 1 , further comprising:
selecting, according to another rule, an agent among a plurality of agents for handling the sales order.
3 . A method according to claim 2 , wherein the other rule specifies criteria that include proficiency of the agent on a particular product or service, work schedule of the agent, current workload of the agent, maximum workload of the agent, or tariff type handled by the agent.
4 . A method according to claim 2 , wherein the one queue is further mapped to the selected agent.
5 . A method according to claim 4 , further comprising:
determining whether an automation flag is set, wherein the selection of the agent is performed if the automation flag is set.
6 . A method according to claim 1 , further comprising:
forwarding the sales order to a terminal of the selected agent.
7 . A method according to claim 1 , wherein the rule specifies criteria that includes implementation center location, type of activity associated with the sales order, product type, service type or sales center location.
8 . A method according to claim 7 , wherein the criteria are specified by a user via a graphical user interface (GUI).
9 . An apparatus comprising:
a plurality of queues configured to store sales orders; and
selection logic configured to select one of a plurality of implementation centers for fulfilling a sales order based on a rule, wherein the sales order is stored in one of a plurality of queues that are mapped to the implementation centers.
10 . An apparatus according to claim 9 , further comprising:
logic configured to select, according to another rule, an agent among a plurality of agents for handling the sales order.
11 . An apparatus according to claim 10 , wherein the other rule specifies criteria that include proficiency of the agent on a particular product or service, work schedule of the agent, current workload of the agent, maximum workload of the agent, or tariff type handled by the agent.
12 . An apparatus according to claim 10 , wherein the one queue is further mapped to the selected agent.
13 . An apparatus according to claim 12 , wherein the selection logic is further configured to determine whether an automation flag is set, wherein the selection of the agent is performed if the automation flag is set.
14 . An apparatus according to claim 9 , wherein the received the sales order is forwarded to a terminal of the selected agent.
15 . An apparatus according to claim 9 , wherein the rule specifies criteria that include implementation center location, type of activity associated with the sales order, product type, service type or sales center location.
16 . An apparatus according to claim 15 , wherein the criteria are specified by a user via a graphical user interface (GUI).
17 . A system comprising:
a database configured to store a plurality of rules for routing sales orders; and
a workflow router configured to receive a sales order, and to select one of a plurality of implementation centers for fulfilling a sales order based on one of the rules, wherein the workflow router includes a plurality of queues that are mapped to implementation centers for processing the sales orders.
18 . A system according to claim 17 , wherein the workflow router is further configured to select, according to a second rule, an agent among a plurality of agents for handling the sales order.
19 . A system according to claim 18 , wherein the second rule specifies criteria that include proficiency of the agent on a particular product or service, work schedule of the agent, current workload of the agent, maximum workload of the agent, or tariff type handled by the agent.
20 . A system according to claim 18 , wherein the one queue is further mapped to the selected agent.
21 . A system according to claim 20 , wherein the workflow router is further configured to determine whether an automation flag is set, wherein the selection of the agent is performed if the automation flag is set.
22 . A system according to claim 17 , wherein the workflow router is further configured to forward the sales order to a terminal of the selected agent.
23 . A system according to claim 17 , wherein the first rule specifies criteria that include implementation center location, type of activity associated with the sales order, product type, service type or sales center location.
24 . A system according to claim 23 , wherein the criteria are specified by a user via a graphical user interface (GUI).