Process Tracking System for Defect Detection in Request Queues
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Solution Overview
Problem
Existing systems face challenges in predicting and managing resources for complex request processing, particularly in electronic communications, and struggle to identify and correct defects in multi-channel, multi-system processes, leading to inefficiencies and delays.
Innovation Solution
A process tracking system that generates and compares request-made and active-processing information sets to identify defects, flags affected requests, and sets untimeliness risk thresholds to alert staff and automate corrective actions, providing real-time monitoring and management of batch processes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If complex request processing operations are handled across multiple computer systems and communication channels, then the system can serve more clients and handle more requests, but it becomes difficult to predict and plan resources and to identify and correct defects in a timely manner
Solution Approach 1:
The patent introduces a process tracking system as an intermediary that monitors and tracks requests across multiple computer systems and communication channels. This intermediary layer provides centralized visibility into the complex distributed system, enabling resource prediction and defect identification without requiring changes to the underlying complex infrastructure.
Solution Approach 2:
The system implements feedback mechanisms by continuously monitoring request processing operations and comparing active-processing information with request-made information. This feedback loop enables real-time defect detection and allows the system to adapt resource allocation based on actual processing status, resolving the contradiction between handling high volume and maintaining controllability.
2Reliability
If real-time monitoring and defect detection are implemented across multiple systems, then defects can be identified and corrected timely, but the system complexity and resource requirements increase
Solution Approach 1:
The process tracking system is designed as a universal monitoring platform that can track requests across multiple computer systems and various communication channels (voice, web chat, text) through a single unified interface. This multi-functional approach enables comprehensive defect detection without requiring separate monitoring systems for each channel, thereby reducing overall system complexity while maintaining high reliability.
3Reliability
If comprehensive tracking of all request processing operations is performed, then all defects can be detected, but the amount of information to be processed and analyzed increases significantly
Solution Approach 1:
The system extracts and compares only the critical information elements between the request-made information set and the active-processing information set. By focusing on key tracking data rather than processing all information comprehensively, the system achieves effective defect detection while minimizing information processing load and avoiding overwhelming data analysis requirements.
Data Source
AI summary
A system monitors request processing operations and flags process defects (for example, a request that has become orphaned, stuck, or vanished from a processing queue.). The system uses knowledge of how a business process is expected to behave to how it is actually behaving to detect exception instances. The system can detect individual process instances behaving unexpectedly as well as patterns across instance sets. In some cases, the system maintains one set of information (for example, in a database) for requests that have been input to the system, and a second set of information for requests then being processed. The system may compare the two sets of information and identify differences between the sets of information.