Systems and methods for incident queue assignment and prioritization

a technology of applied in the field of systems and methods for incident queue assignment and priority, can solve the problems of affecting the quality of incident queue assignment, the screen may be broken, and the software may have malfunctioned,

Inactive Publication Date: 2014-09-18
FISERV
View PDF33 Cites 32 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

An ATM may be out of cash, its screen may be broken, or its software may have malfunctioned.
However, due to the large number of ATMs located in different geographic areas, it may be difficult to identify all the issues associated with the ATMs, much less resolve the issues quickly.

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Systems and methods for incident queue assignment and prioritization
  • Systems and methods for incident queue assignment and prioritization
  • Systems and methods for incident queue assignment and prioritization

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

Overview

[0008]Systems and methods in accordance with various embodiments of the present disclosure are directed to incident queue assignment and prioritization. An incident handling system as described herein may support highly customizable and automated assignment of incidents to incident queues and prioritization of the incidents within the queues. Both the assignment and prioritization of incidents may be based at least in part on a combination of definitions, rules, and scoring algorithms. Such a system may help ensure that incident resolution personnel are able to work on the next highest priority incident.

[0009]Incident queues may comprise dynamic sets of incidents assigned to or associated with them. Incidents associated with incident queues may be prioritized. While some incident queues may drive automated workflow processing, other incident queues may drive issue resolution by incident resolution agents. While an incident may be initially assigned to a particular incident q...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

PUM

No PUM Login to view more

Abstract

Systems, methods and computer-readable media for incident queue assignment and prioritization are disclosed. An incident handling system may receive a request for a next highest priority incident. An incident requiring resolution may be identified. The incident may be associated with an incident queue based at least in part on a queue assignment rule. The incident queue may comprise one or more incidents. The incident queue may be processed based at least in part on a prioritization rule to identify, from the one or more incidents associated with the incident queue, the next highest priority incident. The incident handling system may transmit the next highest priority incident associated with the incident queue.

Description

BACKGROUND[0001]Many institutions may have a computing ecosystem consisting of a variety of different types of devices and platforms. One example of such a device or platform may be an automated teller machine (ATM). An ATM may be out of cash, its screen may be broken, or its software may have malfunctioned. However, due to the large number of ATMs located in different geographic areas, it may be difficult to identify all the issues associated with the ATMs, much less resolve the issues quickly.BRIEF DESCRIPTION OF THE DRAWINGS[0002]The detailed description is set forth with reference to the accompanying drawings. Use of the same reference numerals indicates similar or identical components or elements; however, similar components or elements may also be designated with different reference numerals. Various embodiments of the disclosure may utilize elements or components other than those illustrated in the accompanying drawings and some elements and / or components may not be present i...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

Application Information

Patent Timeline
no application Login to view more
Patent Type & Authority Applications(United States)
IPC IPC(8): G06Q10/06
CPCG06Q10/063114G06Q10/06311G06Q10/06316
Inventor KLEEHAMMER, MICHAEL LEELOYD, MICHAEL FISHERJOHNSON, DAVID KEITH
Owner FISERV
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Try Eureka
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap