Method and system for e-mail allocation

Details Method and system for e-mail allocation Method and system for e-mail allocation

2002-10-22

2008-09-02

Caldwell, Andrew (Department: 2141)

Electrical computers and digital processing systems: multicomput

Computer conferencing

Demand based messaging

Reexamination Certificate

active

07421475

ABSTRACT:
Customer e-mail service requests are allocated to plural working groups for response through virtual queues that store unanswered e-mail and meter the unanswered e-mail to working queues that make the e-mails available to associated working groups. The working queues are replenished from the virtual queues to maintain above a minimum and up to a maximum number of e-mails. The virtual queues are manipulated to control e-mail flow rates by allocating e-mails to virtual queues based on desired factors and by moving e-mail between virtual queues as needed to manage working groups. The virtual queues allow tracking of e-mail response metrics and monitoring of working group performance and timeliness.

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