Work Queue Status Assessment Using Position Arrays
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Solution Overview
Problem
Current automatic contact distribution systems struggle to predict and address future resource shortfalls in contact centers, particularly when dealing with unordered work queues and varying service time goals, leading to potential delays and inefficiencies.
Innovation Solution
A method and apparatus that assess the status of work items in ordered or unordered work pools by generating an ordered set of items based on service time goals and estimated completion times, using an array of counters to determine required queue positions and analyze the future state of the work queue, predicting potential risks and resource requirements.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional queue monitoring techniques are used that only look at the head or tail of the queue, then the system can determine current status or simple future risk, but it cannot accurately predict future resource shortfalls when multiple work items have service time goals expiring at substantially the same time
Solution Approach 1:
The patent segments the queue assessment by creating a required queue position array where each element corresponds to a specific queue position. Instead of treating the queue as a single unit, it divides the assessment into discrete position-based segments, allowing precise tracking of work items at each position and their service time goal expiration risks.
Solution Approach 2:
The patent performs preliminary action by calculating required queue positions for all work items in advance and populating the array before actual service occurs. This proactive assessment allows the system to predict future resource shortfalls before they happen, rather than reacting to current status only.
2Measurement precision
If the system assesses every work item in detail to accurately predict future risks, then prediction accuracy improves, but the computational complexity and processing time increase significantly
Solution Approach 1:
By segmenting the queue into discrete position elements in an array, the patent enables efficient processing where each position is independently assessed. This segmentation allows the system to quickly calculate required queue positions and identify risks without performing complex holistic analysis of the entire queue.
Solution Approach 2:
The patent changes the assessment parameter from holistic queue status to specific required queue positions at different time points. This parameter transformation enables more efficient computation by focusing on critical position-based metrics rather than overall queue characteristics.
3Reliability
If the contact center maintains sufficient resources to handle current contacts with expiring service time goals, then current service quality is maintained, but resources may be insufficient for future contacts when workload increases
Solution Approach 1:
The patent applies preliminary action by predicting future resource shortfalls before they occur through the required queue position array. This allows the contact center to proactively allocate additional resources in advance of peak demand periods, ensuring both current service quality and future capacity are maintained.
Solution Approach 2:
The system provides feedback about predicted future risks and resource requirements, enabling dynamic resource allocation decisions. This feedback loop allows the contact center to adjust resource levels based on predicted workload patterns while maintaining service quality for current contacts.
Data Source
AI summary
The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.