Dynamic Queue Limit for Chat Support Systems
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Solution Overview
Problem
Users in chat support queues often face long waiting times due to insufficient service agents or excessive user demand, leading to user dissatisfaction. Existing solutions that implement a static queue limit can further frustrate users by denying access without clear communication.
Innovation Solution
A dynamic queue limit system that determines whether adding a new user to the chat support queue would exceed the limit, and if so, prevents user interface access to the chat support system, ensuring that only users who can be supported within a short time frame are allowed in the queue.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If a queue limit is applied to limit the number of users waiting in the chat support queue, then waiting times are reduced, but user satisfaction deteriorates because the join button is still shown when the limit has been reached
Solution Approach 1:
The system checks whether adding a further user to the chat support queue would exceed the queue limit before the user actually joins the queue. Based on this preliminary check, the system either provides or prevents user interface access to the chat support system in advance, avoiding the situation where users click the join button only to be denied access later.
Solution Approach 2:
The system prevents the adverse effect of user frustration by proactively blocking access when the queue limit would be exceeded. Instead of allowing users to attempt joining and then being rejected, the system preemptively prevents the action that would lead to negative user experience.
2Quantity of substance
If a static queue limit is implemented, then excessive user demand is controlled, but access is denied without clear communication to users
Solution Approach 1:
The system provides feedback to users about queue status by dynamically controlling the visibility of the join button. When the queue limit would be exceeded, the system prevents the join button from being displayed or functional, clearly communicating to users that access is restricted without requiring explicit denial messages.
Data Source
AI summary
Aspects concern a computer-implemented method for controlling access to a chat support system, the method comprising: determining whether a queue limit for a chat support queue of the chat support system will be exceeded by adding a further user to the chat support queue; and preventing that a user interface access to the chat support system is provided for the further user in case it is determined that the queue limit for the chat support queue will be exceeded by adding the further user to the chat support queue.