I use CoTweet at Telligent, so seeing this level of granularity when “assigning” tweets for potential follow-up will be a welcome addition.
And VentureBeat’s Kim-Mai Cutler is dead on here:
“There are a couple implications to this: expect business-oriented apps around Twitter to get much better metrics for customer service. For example, who is the fastest at answering customer queries? How many customers does an employee handle an hour through Twitter? And what can be done to optimize this?”
