Service Request Prioritization via Dynamic Threshold Adjustment
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing computer-based service request management systems do not adequately prioritize requests based on business-process specific information, leading to suboptimal handling of service requests that do not align with the objectives of customers' or clients' organizations.
Innovation Solution
A method and system that receive client requests, determine characteristics associated with the client device, and adjust priority based on predetermined time periods and threshold values stored in a database, automatically escalating requests that meet specific criteria to ensure timely handling aligned with business objectives.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If service requests are processed on a first-in, first-out basis, then the processing order is simple and predictable, but requests that require priority service based on business-specific information are not properly prioritized
Solution Approach 1:
The system dynamically adjusts request priority based on business-specific information and time-sensitive criteria. Instead of a static FIFO queue, requests are re-evaluated and re-prioritized in real-time based on client characteristics, predetermined time periods, and threshold values, allowing the system to adapt to changing business needs while maintaining operational simplicity
Solution Approach 2:
The system changes the priority parameter of requests based on evaluated criteria. By modifying the priority parameter dynamically according to business-specific data and time thresholds, the system transitions from a simple FIFO approach to an intelligent prioritization system that improves handling efficiency without significantly complicating the processing mechanism
2Productivity
If the system automatically adjusts request priority based on multiple criteria, then service alignment with business objectives is improved, but system complexity increases
Solution Approach 1:
The system performs preliminary actions by pre-defining time periods and threshold values for different client characteristics before requests arrive. This allows the complex prioritization logic to be prepared in advance, reducing the computational burden during request processing and simplifying the real-time decision-making process while maintaining high service alignment
Solution Approach 2:
The system serves itself by automatically evaluating requests against predefined criteria and adjusting priorities without human intervention. This self-service capability handles the complexity internally through automated rule-based decision-making, eliminating the need for complex manual management processes while maintaining high productivity
Data Source
AI summary
A system includes a client device and a server in communication to a database. The server receives a request for service from a client device via an electronic message. The server then generates instructions to receive a characteristic of the client device, and to query for a record to identify whether the characteristic has a predetermined time period for priority service. The server determines whether a timestamp of the request is within the predetermined time period for the priority service. The server then increments a counter value associated with request having the characteristic having the timestamp within the predetermined time period for the priority service. When the counter value satisfies a threshold value, the server automatically adjust a record of each request having the characteristic to indicate the priority service regardless of a basis for the request.