Bank queue monitoring systems and methods

• US 7,685,014 B2
• Filed: 03/02/2007
• Issued: 03/23/2010
• Est. Priority Date: 07/28/2006
• Status: Expired due to Fees

• Current Assignee: Cliff Edwards Dean
• Original Assignee: Cliff Edwards Dean
• Inventors: Dean, Cliff Edwards
• Primary Examiner(s): Bayat; Bradley B
• Assistant Examiner(s): CARDENAS NAVIA, JAIME F
• Application Number:
  US11/713,391
• Publication Number:
  US 20080046304A1
• Time in Patent Office: 1,117 Days
• Field of Search: 705/8
• US Class Current: 705/7.25
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0633 Workflow analysis

Abstract

A system for monitoring a queue including an entry sensor subsystem for sensing the entrance of customers into the queue, an exit sensor subsystem for sensing the exit of customers from the queue, and a processing system in communication with the entry and exit sensor subsystems. The processing system is operable to log a customer sensed by the entry sensor as entering the queue, determine from the exit sensor subsystem if the logged customer has exited the queue within a predetermined time period, and if the logged customer has exited the queue within the predetermined time period, log the customer as having received service or, if the logged customer has not exited the queue within the predetermined time period, provide an indication to management personnel.

Claims

1. A system for monitoring customers standing in a queue comprising:

an entry sensor subsystem configured to sense entrance of customers into the queue;

an exit sensor subsystem configured to sense exit of customers from the queue; and

a processing system in communication with the entry and exit sensor subsystems configured to;

log a customer sensed by the entry sensor subsystem as entering the queue;

determine from the exit sensor subsystem if the logged customer has exited the queue within a predetermined time period;

if the logged customer has exited the queue within the predetermined time period, log the customer as having received service;

if the logged customer has not exited the queue within the predetermined time period, provide an indication to management personnel;

track a current average customer flow time through the queue and determine whether a wait time for the logged-in customer exceeds the current average customer flow time by a selected amount; and

log-out the logged customer in response to a determination that the wait time for the logged customer exceeds that current average customer flow time by the selected amount.

2. The system of claim 1, further configured, if the logged customer has not exited the queue within the predetermined time period to:

determine from the exit sensor if the logged customer has exited the queue within a second predetermined time period;

if the logged customer has exited the queue within the second predetermined time period, log the customer as having received service; and

if the logged customer has not exited the queue within the second predetermined time period, provide a second indication to management personnel.

3. The system of claim 1, wherein the processing system is configured to provide a colored entry on a display ladder of a first color representing the logged customer and changes the colored entry to a second color if the logged customer has not exited the queue within the predetermined time period.

4. The system of claim 1, wherein the entry sensor subsystem and the exit sensor subsystem communicate with the processor via a wireless link.

5. The system of claim 1, wherein the entry sensor subsystem comprises a transmitter and a receiver which provide an infrared beam across an entry to the queue.

6. The system of claim 1, wherein the exit sensor subsystem comprises a transmitter and a receiver which provide an infrared beam across an exit to the queue.

7. The system of claim 1, wherein the processing system is further configured to:

detect with the exit sensor subsystem that the logged customer has exited the queue and then returned to the queue; and

re-log the customer as being in the queue.

8. The system of claim 1, wherein the processing system is further configured to:

detect with the entrance sensor subsystem that the logged customer has exited the queue as sensed by the entrance sensor subsystem; and

log-out the logged customer as having exited the queue.

9. A method of monitoring customers standing in a queue to ensure customers receive timely service comprising:

detecting with a computer the breaking of an entrance detection beam of an entrance detector by a customer entering the queue;

generating with the computer a display entry corresponding to the customer on a display screen, the display entry having a first color;

determining with the computer if the customer exits the queue by breaking an exit detection beam of an exit detector prior to expiration of a time period, wherein;

if the customer exits the queue by breaking the exit detection beam prior to the expiration of the time period, logging the customer with the computer as having exited the queue and update the display entry;

if the customer does not exit the queue by breaking the exit detection beam prior to expiration of the time period, changing the display entry on the display screen with the computer to a second color;

tracking with the computer a current average customer flow time through the queue and determining with the computer whether a wait time for the logged customer exceeds that current average customer flow time by a selected amount; and

logging-out with the computer the logged customer in response to a determination that the wait time for the logged customer exceeds that current average customer flow time by a selected amount.

10. The method of claim 9, further comprising:

determining with the computer if the customer exits the queue by breaking an exit detection beam prior to expiration of a second time period subsequent to the time period, wherein;

if the customer does not exit the queue by breaking the exit detection beam prior to expiration of the second time period, changing with the computer the display entry from the second color to a third color.

11. The method of claim 10, wherein the first color is green, the second color is yellow, and the third color is red.

12. The method of claim 9, further comprising generating with the computer an audible tone along with changing the display entry to a second color.

13. The method of claim 9, further comprising providing with the computer statistical information on the display representing average wait time and average queue length.

14. The method of claim 9, further comprising:

detecting with the computer that the logged customer has exited the queue by breaking the exit detection beam and then returned to the queue by breaking the exit detection beam; and

re-logging with the computer the customer with the computer as being in the queue.

15. The method of claim 9, further comprising:

detecting with the computer that the logged customer has exited the queue by breaking the entrance detection beam; and

logging-out with the computer the logged customer as having exited the queue.

16. A queue monitoring system comprising:

an entrance detection subsystem generating a first infrared detection beam for monitoring an entrance point to the queue;

an exit detection subsystem generating a infrared detection beam for monitoring; and

a queue management system wirelessly communicating with the entrance and exit detection subsystems configured to;

detect the breaking of the first detection beam by a customer entering the queue;

log-in the customer entering the queue and setting a corresponding timer;

determine if the logged-in customer breaks the second detection beam prior to the timer reaching a pre-selected time threshold, wherein;

if the customer breaks the second detection beam prior to the timer reaching a pre-selected time threshold, logging the customer as having exited the queue;

if the customer does not break the second detection beam prior to the timer reaching a pre-selected threshold, generating an indication that the customer remains in the queue;

track a current average customer flow time through the queue and determine whether a wait time for the logged-in customer exceeds that current average customer flow time by a selected amount; and

log-out the logged customer in response to a determination that the wait time for the logged-in customer exceeds that current average customer flow time by a selected amount.