Issue Tracking Queue Panels with Priority-Based Refresh
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Solution Overview
Problem
Existing issue tracking systems face challenges in managing large volumes of issues due to cluttered queue panels, increased cognitive burden on agents, and high server loads from frequent queue refresh requests, leading to inefficient workflow and network traffic.
Innovation Solution
Implementing a customizable queue panel that categorizes queues into user-defined and administrator-defined groups, allowing agents to prioritize relevant queues, and adjusting refresh rates based on importance, thereby reducing network traffic and server load.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If queues are displayed in a single flat list, then all queues are visible, but the queue panel becomes cluttered and cognitive burden increases
Solution Approach 1:
The patent divides the flat list of queues into hierarchical groups (parent queues and child queues). Child queues are nested within parent queues based on common parameters, creating a structured organization that reduces visual clutter while maintaining accessibility to all queues through expansion/collapse functionality.
2Reliability
If queue refresh requests are sent frequently, then activity data is up-to-date, but server load increases
Solution Approach 1:
The patent implements periodic refresh requests at optimized intervals rather than continuous or overly frequent updates. The system determines appropriate refresh timing based on queue importance and activity levels, sending requests only when necessary to maintain data freshness while reducing unnecessary server communications.
Solution Approach 2:
The patent applies different refresh strategies to different queues based on their importance and activity characteristics. High-priority queues may be refreshed more frequently, while lower-priority queues use longer intervals, optimizing the balance between data freshness and server load distribution across different queue types.
3Device complexity
If all queues are refreshed at the same rate, then simplicity is maintained, but important queues may not be updated frequently enough
Solution Approach 1:
The patent assigns different refresh rates to different queues based on their priority and activity characteristics. Important or high-activity queues receive more frequent updates, while less critical queues are refreshed at lower rates, allowing the system to optimize data freshness for critical queues without uniformly increasing refresh frequency across all queues.
Data Source
AI summary
Methods and computer readable medium for queue management are disclosed. The method includes displaying a queue panel including two or more queue categories of queues. A queue is configured to include items that have at least one parameter in common. The queue panel is further configured to display activity data corresponding to queues in at least one of the two or more queue categories. The method also includes determining whether the activity data needs to be refreshed, identifying a list of queues belonging to the at least one queue category; generating a refresh request for the identified list of queues; communicating the refresh request to a remote server; receiving updated activity data from the remote server for the identified list of queues; and updating the activity data displayed in the queue panel based on the received updated activity data.