Virtual queuing support system and method
First Claim
1. A method for optimizing end-user service using a Virtual Queuing Support System (VQSS), the method comprising the steps of:
- a) detecting a problematic situation associated with a virtual queue from a plurality of virtual queues; and
b) taking an action for correcting the problematic situation;
wherein the action comprises at least one of i) reassigning at least one end-user from the virtual queue associated with the problematic situation to another virtual queue from the plurality of virtual queues, and ii) reassigning at least one new service agent from one of the other queues of the plurality of virtual queues to the virtual queue associated with the problematic situation.
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Abstract
A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which monitors the status of the queues and the status of the service agents. When a parameter such as the number of users in a queue or the expected waiting time exceeds a pre-set threshold, the VQSS reassigns end-users from the problematic queue, and/or re-assigns service agents from other queues to the problematic queue. The VQSS comprises a memory storing the virtual queues, and a processor for managing the virtual queues.
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Citations
18 Claims
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1. A method for optimizing end-user service using a Virtual Queuing Support System (VQSS), the method comprising the steps of:
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a) detecting a problematic situation associated with a virtual queue from a plurality of virtual queues; and
b) taking an action for correcting the problematic situation;
wherein the action comprises at least one of i) reassigning at least one end-user from the virtual queue associated with the problematic situation to another virtual queue from the plurality of virtual queues, and ii) reassigning at least one new service agent from one of the other queues of the plurality of virtual queues to the virtual queue associated with the problematic situation. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A Virtual Queuing Support System (VQSS) for optimizing end-user service, the VQSS comprising:
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a memory for storing a plurality of virtual queues; and
a processor acting to detect a problematic situation associated with a virtual queue from a plurality of virtual queues and acting to take an action for correcting the problematic situation;
wherein the action taken by the processor comprises at least one of i) reassigning at least one end-user from the virtual queue associated with the problematic situation to another virtual queue from the plurality of virtual queues, and ii) reassigning at least one new service agent from one of the other queues of the plurality of virtual queues to the virtual queue associated with the problematic situation. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification