Method and apparatus for optimizing response time to events in queue
First Claim
1. A system for optimizing response time to events or representations thereof waiting in a queue by predicting an estimated disposal time for certain ones of those events comprising:
- a first server having access to the queue;
a software application running on the first server; and
a second server accessible from the first server, the second server containing rules governing the optimization;
characterized in that the software application at least periodically accesses the queue and parses certain ones of events or tokens thereof contained therein at the time of access and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event and wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned, or promoted directly out of queue, enabling faster treatment of those events resulting in relief from those events to the queue system load.
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Accused Products
Abstract
A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.
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Citations
42 Claims
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1. A system for optimizing response time to events or representations thereof waiting in a queue by predicting an estimated disposal time for certain ones of those events comprising:
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a first server having access to the queue;
a software application running on the first server; and
a second server accessible from the first server, the second server containing rules governing the optimization;
characterized in that the software application at least periodically accesses the queue and parses certain ones of events or tokens thereof contained therein at the time of access and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event and wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned, or promoted directly out of queue, enabling faster treatment of those events resulting in relief from those events to the queue system load. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A software application for optimizing response time to events or representations thereof waiting in a queue by predicting an estimated disposal time for certain ones of those events comprising:
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at least one module for determining event type and event state of events or representations thereof, at least one parsing engine for parsing event or represented event data;
a calculator for weighing parsed results against pre-set rules; and
an event modification module for changing event or represented event state;
characterized in that selected events or representations thereof are modified to reflect a higher priority state and, in some cases, different routing rules, including direct promotion from queue, than those originally assigned to those events due to a determination made that those selected events have a sufficiently high probability of efficient disposal in the system according to an estimated time of disposal for each event or representation thereof. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32)
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33. A method for predicting an estimated disposal time for an event waiting in a queue system comprising steps of:
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(a) gaining software access to an event;
(b) identifying the type of event and state information of the event;
(c) weighing state information against a set of rules; and
(d) establishing a measure of disposal time from the results. - View Dependent Claims (34, 35, 36, 37, 38, 39, 40, 41, 42)
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Specification