Methods for prioritizing and assigning one or more exceptions and devices thereof

Patent metadata

Field	Value
Publication number	US-2016004989-A1
Application number	US-201414464382-A
Country	US
Kind code	A1
Filing date	Aug 20, 2014
Priority date	Jul 7, 2014
Publication date	Jan 7, 2016
Grant date	—

Abstract

A method, non-transitory computer readable medium and exception management computing device for obtaining one or more exceptions and information associated with each of the obtained one or more exceptions. Each of the obtained one or more exceptions is classified as either a relevant exception or a non-relevant exception based on the obtained information associated with each of the obtained one or more exceptions. Each of the obtained one or more exceptions classified as being the relevant exception is prioritized based on one or more business rules. The prioritized one or more relevant exceptions are assigned to the one or more agents based on one or more skills of the one or more agents prioritized.

First claim

What is claimed is:

1 . A method for prioritizing and assigning one or more exceptions, the method comprising:
obtaining, by an exception management computing device, one or more exceptions and information associated with each of the obtained one or more exceptions; classifying, by the exception management computing device, each of the obtained one or more exceptions as either a relevant exception or a non-relevant exception based on the obtained information associated with each of the obtained one or more exceptions; prioritizing, by the exception management computing device, each of the obtained one or more exceptions classified as being the relevant exception based on one or more business rules; and assigning, by the exception management computing device, the prioritized one or more relevant exceptions to one or more agents based on one or more skills of the one or more agents.

2 . The method as set forth in claim 1 wherein the prioritizing further comprises classifying, by the exception management computing device, each of the obtained one or more exceptions classified as being the relevant exception as a new exception, an existing exception, or a closed exception based on the obtained information associated with each of the obtained one or more exceptions classified as being the relevant exception.

3 . The method as set forth in claim 1 further comprising creating, by the exception management computing device, a list including each of the obtained one or more exceptions classified as being the non-relevant exception.

4 . The method as set forth in claim 3 further comprising sending, by the exception management computing device, the created list to a subject matter expert or a field agent for further processing of each of the obtained one or more exceptions classified as being the non-relevant exception.

5 . The method as set forth in claim 1 wherein the prioritizing further comprises classifying, by the exception management computing device, each of the obtained one or more exceptions classified as a non-workable exception, pending exception, fully workable exception, or unfiltered exception based on one or more business rules.

6 . The method as set forth in claim 5 further comprising assigning, by the exception management computing device, the prioritized one or more relevant exceptions to the one or more agents further based on a service level agreement.

7 . A utility management computing device comprising:
a processor; a memory, wherein the memory coupled to the processor which are configured to execute programmed instructions stored in the memory comprising: obtaining one or more exceptions and information associated with each of the obtained one or more exceptions; classifying each of the obtained one or more exceptions as either a relevant exception or a non-relevant exception based on the obtained information associated with each of the obtained one or more exceptions; prioritizing each of the obtained one or more exceptions classified as being the relevant exception based on one or more business rules; and assigning the prioritized one or more relevant exceptions to one or more agents based on one or more skills of the one or more agents.

8 . The device as set forth in claim 7 wherein the processor is further configured to execute programmed instructions stored in the memory for the prioritizing further comprises classifying each of the obtained one or more exceptions classified as being the relevant exception as a new exception, an existing exception, or a closed exception based on the obtained information associated with each of the obtained one or more exceptions classified as being the relevant exception.

9 . The device as set forth in claim 7 wherein the processor is further configured to execute programmed instructions stored in the memory further comprising creating a list including each of the obtained one or more exceptions classified as being the non-relevant exception.

10 . The device as set forth in claim 9 wherein the processor is further configured to execute programmed instructions stored in the memory further comprising sending the created list to a subject matter expert or a field agent for further processing of each of the obtained one or more exceptions classified as being the non-relevant exception.

11 . The device as set forth in claim 7 wherein the processor is further configured to execute programmed instructions stored in the memory for the prioritizing further comprises classifying each of the obtained one or more exceptions classified as a non-workable exception, pending exception, fully workable exception, or unfiltered exception based on one or more business rules.

12 . The device as set forth in claim 11 wherein the processor is further configured to execute programmed instructions stored in the memory further comprising assigning the prioritized one or more relevant exceptions to the one or more agents further based on a service level agreement.

13 . A non-transitory computer readable medium having stored thereon instructions for prioritizing and assigning one or more exceptions comprising machine executable code which when executed by at least one processor, causes the processor to perform steps comprising:
obtaining one or more exceptions and information associated with each of the obtained one or more exceptions; classifying each of the obtained one or more exceptions as either a relevant exception or a non-relevant exception based on the obtained information associated with each of the obtained one or more exceptions; prioritizing each of the obtained one or more exceptions classified as being the relevant exception based on one or more business rules; and assigning the prioritized one or more relevant exceptions to one or more agents based on one or more skills of the one or more agents.

14 . The medium as set forth in claim 13 wherein the prioritizing further comprises classifying each of the obtained one or more exceptions classified as being the relevant exception as a new exception, an existing exception, or a closed exception based on the obtained information associated with each of the obtained one or more exceptions classified as being the relevant exception.

15 . The medium as set forth in claim 13 further comprising creating a list including each of the obtained one or more exceptions classified as being the non-relevant exception.

16 . The medium as set forth in claim 15 further comprising sending the created list to a subject matter expert or a field agent for further processing of each of the obtained one or more exceptions classified as being the non-relevant exception.

17 . The medium as set forth in claim 13 prioritizing further comprises classifying each of the obtained one or more exceptions classified as a non-workable exception, pending exception, fully workable exception, or unfiltered exception based on one or more business rules.

18 . The medium as set forth in claim 17 further comprising assigning the prioritized one or more relevant exceptions to the one or more agents further based on a service level agreement.

Assignees

• Wipro Ltd

Inventors

• Reddy Sudeep Somanna
• Goel Shilpa

Classifications

• G06Q10/067

  Enterprise or organisation modelling · CPC title

• G06Q10/063112 Primary

  Skill-based matching of a person or a group to a task · CPC title