Systems and methods for incident queue assignment and prioritization

Patent metadata

Field	Value
Publication number	US-10878355-B2
Application number	US-201916412814-A
Country	US
Kind code	B2
Filing date	May 15, 2019
Priority date	Mar 15, 2013
Publication date	Dec 29, 2020
Grant date	Dec 29, 2020

Abstract

Systems, methods and computer-readable media for incident queue assignment and prioritization are disclosed. An incident handling system may receive a request for a next highest priority incident. An incident requiring resolution may be identified. The incident may be associated with an incident queue based at least in part on a queue assignment rule. The incident queue may comprise one or more incidents. The incident queue may be processed based at least in part on a prioritization rule to identify, from the one or more incidents associated with the incident queue, the next highest priority incident. The incident handling system may transmit the next highest priority incident associated with the incident queue.

First claim

The invention claimed is:

1. One or more non-transitory computer-readable media storing computer-executable instructions that responsive to execution by one or more processors cause fully-automated operations to be performed, the fully-automated operations comprising:
receiving information associated with an incident requiring resolution, wherein the information associated with the incident requiring resolution is (a) indicative of at least one of a software fault of an external device or a hardware fault of the external device, and (b) stored in one or more memory storage areas as a non-transient data construct;
responsive to receiving the information associated with the incident requiring resolution, electronically assigning a tag to the incident by:
(a) automatically determining whether the incident satisfies a tag rule, wherein the tag enables referencing or aggregating a plurality of incidents, and
(b) responsive to determining that the incident satisfies the tag rule, electronically assigning the tag to the incident;

receiving a request for a next highest priority incident, the request received on behalf of an incident resolution agent;
responsive to receiving the request for the next highest priority incident, dynamically generating a transient incident queue for identifying the next highest priority incident, wherein (a) the transient incident queue references or aggregates a plurality of incidents for resolution based at least in part on an incident queue definition and the tag, (b) the transient incident queue is stored in the one or more memory storage areas as a transient data construct, (c) the plurality of incidents comprises the incident, and (d) referencing or aggregating the plurality of incidents comprises:
(1) automatically determining that the incident satisfies a queue assignment rule, and
(2) responsive to determining that the incident satisfies the queue assignment rule, electronically assigning the incident to the transient incident queue, wherein (i) the queue assignment rule is applied using one or more selected from the group consisting of Boolean operations, dynamic evaluations, and conditional logic, and (ii) the transient incident queue is identifiable based at least in part on the incident resolution agent;

processing the transient incident queue to identify one of the plurality of incidents associated with the transient incident queue as the next highest priority incident;
assigning the next highest priority incident associated with the transient incident queue to the incident resolution agent, wherein the next highest priority incident is displayed via a user interface to the incident resolution agent; and
after assigning the next highest priority incident, automatically changing a status of the next highest priority incident.

2. The one or more computer-readable media of claim 1 , wherein the external device is selected from the group consisting of a network-connected computer peripheral, an ATM, a kiosk, a smart safe, a branch teller terminal, a cash recycling machine, and a user terminal.

3. The one or more computer-readable media of claim 1 , wherein the fully-automated operations further comprise discarding the transient incident queue.

4. The one or more computer-readable media of claim 1 , wherein (a) the next highest priority incident is identified by having a highest score of the plurality of incidents, and (b) the incident queue definition identifies one or more scoring rules for scoring each of the plurality of incidents.

5. The one or more computer-readable media of claim 1 , wherein (a) the plurality of incidents is a first plurality of incidents, (b) the transient incident queue is a first transient incident queue, (c) the incident queue definition is a first incident queue definition, and (d) the fully-automated operations further comprise dynamically generating a second transient incident queue referencing or aggregating a second plurality of incidents based at least in part on a second incident queue definition and the tag, wherein the second plurality of incidents comprises the incident.

6. The one or more computer-readable media of claim 5 , wherein (a) the incident is a first incident, (b) the request for a next highest priority incident is a first request for a next highest priority incident, (c) the incident resolution agent is a first incident resolution agent, and (d) the fully-automated operations further comprise:
receiving a second request for a next highest priority incident, the second request received on behalf of a second incident resolution agent;
processing the second transient incident queue to identify a second of the second plurality of incidents as the next highest priority incident; and
assigning the second incident to the second incident resolution agent.

7. The one or more computer-readable media of claim 6 , wherein the first incident is not selectable for assignment to the second incident resolution agent because of its status.

8. The one or more computer-readable media of claim 1 , wherein automatically changing a status of the next highest priority incident removes the next highest priority incident from the transient queue.

9. The one or more computer-readable media of claim 1 , wherein the next highest priority incident is identified by having a highest priority level.

10. A method for performing fully-automated operations, the fully-automated operations comprising:
receiving, by an incident handling system comprising one or more computers via one or more networks and on behalf of an external device, information associated with an incident requiring resolution, wherein the information associated with the incident requiring resolution is (a) indicative of at least one of a software fault of an external device or a hardware fault of the external device, and (b) stored in one or more memory storage areas as a non-transient data construct;
responsive to receiving the information associated with the incident requiring resolution, electronically assigning, by the incident handling system, a tag to the incident by:
(a) automatically determining whether the incident satisfies a tag rule, wherein the tag enables referencing or aggregating a plurality of incidents, and
(b) responsive to determining that the incident satisfies the tag rule, electronically assigning the tag to the incident;

receiving, by the incident handling system, a request for a next highest priority incident, the request received on behalf of an incident resolution agent;
responsive to receiving the request for the next highest priority incident, dynamically generating, by the incident handling system, a transient incident queue for identifying the next highest priority incident, wherein (a) the transient incident queue corresponds to an incident queue definition enabling referencing or aggregating a plurality of incidents for resolution based at least in part the tag, (b) the transient incident queue is stored in the one or more memory storage areas as a transient data construct, (c) the plurality of incidents comprises the incident, and (d) referencing or aggregating the plurality of incidents comprises:
(1) automatically determining that the incident satisfies a queue assignment rule, and
(2) responsive to determining that the incident satisfies the queue assignment rule, electronically assigning the incident to the transient incident queue, wherein (i) the queue assignment rule is applied using one or more selected from the group consisting of Boolean operations, dynamic evaluations, and conditional logic, and (ii) the transient incident queue is identifiable based at least in part on the incident resolution agent;

processing, by the incident handling system,

Assignees

• Fiserv Inc

Inventors

• Kleehammer Michael Lee
• Loyd Michael Fisher
• Johnson David Keith

Classifications

• G06Q10/06311

  Scheduling, planning or task assignment for a person or group · CPC title

• G06Q10/063114

  Status monitoring or status determination for a person or group · CPC title

• G06Q10/06316 Primary

  Sequencing of tasks or work · CPC title