Unified Work Item Queue for Multi-System BPM Agents
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Solution Overview
Problem
Existing business process management (BPM) software technologies fail to efficiently manage work item assignments across disparate computing systems, leading to inefficiencies such as multiple login requirements, differing interface designs, and lack of centralized priority management, resulting in reduced agent productivity and potential errors in task allocation.
Innovation Solution
A software technology that enables the creation of customized work item assignment workflows and personalized work item queues by prioritizing tasks based on factors like agent skill level, time sensitivity, and system origin, allowing for intelligent assignment of work items across multiple BPM systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple disparate BPM systems are used to handle different business tasks, then each system can track its own work items with dedicated interfaces, but agents must access multiple systems separately requiring multiple logins and different interface designs, reducing productivity
Solution Approach 1:
The patent combines work items from multiple disparate BPM systems into a single unified work item queue that agents can access through one interface. The system aggregates work items from different sources (customer support, sales, marketing systems) and presents them together, eliminating the need for agents to log into multiple separate systems and reducing interface complexity while maintaining the ability to handle diverse business tasks.
2Productivity
If work items from multiple BPM systems are aggregated into a single queue, then agent productivity improves through centralized access, but the complexity of managing and prioritizing diverse work items increases
Solution Approach 1:
The patent applies parameter changes by introducing a prioritization scheme that evaluates work items based on multiple parameters including urgency, agent skill level, workload balance, and system origin. This dynamic prioritization mechanism automatically ranks work items in the unified queue, transforming the complex management problem into a systematic parameter-based sorting process that maintains productivity while managing complexity through algorithmic prioritization.
3Adaptability or versatility
If work items are assigned without a standardized prioritization scheme, then flexibility in assignment is maintained, but errors in task allocation increase and operational efficiency decreases
Solution Approach 1:
The patent implements feedback mechanisms where the prioritization scheme continuously evaluates work items based on current system state including agent availability, skill matching, and workload distribution. The system provides feedback loops that adjust prioritization dynamically, ensuring reliable and accurate task allocation while maintaining flexibility through configurable prioritization criteria that can be adjusted based on changing business requirements.
Data Source
AI summary
Systems and methods for intelligently facilitating assignment of work items involve providing a user interface for creating work item assignment workflows and receiving data defining workflows for assigning work items, the workflows each indicating (i) one or more factors based on which work items should be identified for assignment to an agent and (ii) a prioritization scheme for determining an order in which identified work items should be assigned. In response to receiving a work item assignment request on behalf of an agent, a pre-defined workflow is obtained, and based on the workflow, (i) available work items from multiple computing systems are identified for assignment to the agent and (ii) a prioritized order for assigning the identified work items is determined. Based on the identified work items and the determined order, a personalized work item queue is generated for the agent, from which work items are assigned to the agent.