Open APIs

Hi,

We are looking to create a central task capability in which work for desk agents, planners and other employees (which may be created from decomposition of orders or faults from orchestration systems, inbound contact, complaints etc) can be aggregated and then allocated based on skill, product, location etc. Systems can contribute to the pool and then make calls for the next best action for an individual.

There is a work order API but that doesn't go as far needed for some of these requirements and wondered if there were any plans to develop APIs for this sort of thing or look to find interested parties to define one? Ours likely to be based on SalesForce as a backend and they have their own APIs but think there are probably others who may be looking at similar things and would prefer to use a TMF API to decouple us from a specific vendor, should we look to change in the future.

So looking again there is a work qualification management API which can allocate work to employees but does cover skills and work allocation so think this may actually be covered so will start to look at that.