Dynamic Service Case Assignment via Personnel Availability Status
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Solution Overview
Problem
Traditional online service case assignment systems cannot dynamically adjust the assignment of service requests to service personnel based on their experience levels and do not allow easy switching to another service personnel for assistance.
Innovation Solution
A service group platform case assignment system that allows service personnel to actively select service targets and request assistance from others, featuring a backend device that connects user devices and service devices, enabling dynamic case assignment and communication connection establishment through checkboxes on service user interfaces.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional sequential or random assignment methods are used, then the system is simple to operate, but it cannot dynamically adjust assignment based on service personnel experience levels
Solution Approach 1:
The patent implements dynamic case assignment by allowing service personnel to mark their availability status and enabling the system to automatically assign cases based on real-time status changes. The assignment mechanism transitions from static sequential/random to dynamic status-based routing, where cases are assigned to available personnel automatically when they become available.
Solution Approach 2:
Service personnel independently manage their own availability status by marking themselves as available or unavailable through the user interface. The system automatically picks up these status signals and adjusts case assignment accordingly, eliminating the need for manual intervention in the assignment process while maintaining adaptability.
2Adaptability or versatility
If traditional assignment systems are used, then the system structure is simple, but service personnel cannot easily switch to another service personnel for assistance
Solution Approach 1:
The patent enables dynamic service personnel switching by allowing any service personnel to transfer a case to another available service personnel through the user interface. The system maintains real-time communication about case status and availability, enabling flexible transfers without requiring system reconfiguration or complex manual coordination.
3Adaptability or versatility
If the number of service personnel is fixed, then the system is easy to manage, but it cannot increase or decrease service personnel numbers anytime
Solution Approach 1:
The patent implements dynamic service personnel number adjustment by allowing the system to automatically accommodate variable numbers of service personnel. When personnel join or leave, they simply update their availability status through the user interface, and the system automatically adjusts case assignment without requiring administrative reconfiguration or complex management procedures.
Data Source
AI summary
The disclosure describes a service group platform case assignment system and a method thereof to increase or decrease the number of service personnel anytime, allow service personnel to actively select service targets, and conveniently request assistance from other service personnel. The service group platform case assignment system includes user device, a backend device, and service devices. Each user device provides an operator user interface for inputting a question category and question information. The backend device, connected to the user devices, provides a service group platform for receiving the question category and the question information. The service devices are connected to the backend device. Each service device provides a service user interface. The service user interface of each service devices displays the question category and the question information. The service user interface of each service device provides checkboxes respectively corresponding to the user devices for establishing a communication connection.