Method and apparatus for optimizing response time to events in queue

• US 9,648,168 B2
• Filed: 01/13/2016
• Issued: 05/09/2017
• Est. Priority Date: 08/27/2002
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Petrovykh, Yevgeniy
• Primary Examiner(s): Laekemariam, Yosef K
• Application Number:
  US14/995,160
• Publication Number:
  US 20160134754A1
• Time in Patent Office: 482 Days
• Field of Search: 37926601, 37926603, 37926604, 3791121, 37926602, 379272, 379414, 370444, 37039542, 370455, 370412, 370429
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 43/04 Processing captured monitoring data, e.g. for logfile generation
• CPC Class Codes: H04L 49/201 Multicast operation; Broadcast operation
• CPC Class Codes: H04L 49/25 Routing or path finding in a switch fabric
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/226 Delivery according to priorities
• CPC Class Codes: H04L 65/1045 Proxies, e.g. for session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1073 Registration or de-registration
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1106 Call signalling protocols; H.323 and related
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/142 Managing session states for stateless protocols; Signalling session states; State transitions; Keeping-state mechanisms
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/36 : Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42093 : Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 : Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/5166 : in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 : Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet
• CPC Class Codes: H04M 3/523 : with call distribution or queueing
• CPC Class Codes: H04M 3/5231 : with call back arrangements
• CPC Class Codes: H04M 3/5232 : Call distribution algorithms
• CPC Class Codes: H04M 3/5238 : with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/003 : Click to dial services
• CPC Class Codes: H04M 7/006 : Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 2213/1305 : Software aspects
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13164 : Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13335 : Simulation, emulation
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 3/64 : Distributing or queueing

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.

Claims

1. A system for optimizing response time to events waiting to be routed, the system comprising:

a processor; and

a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to;

monitor a collection of a plurality of events waiting to be routed, for identifying events with an assigned priority below a threshold priority;

detect a criteria for evaluating disposal times of events in the collection, wherein the criteria is accumulation of at least a certain amount of events with the assigned priority in the collection, wherein the certain amount of events comprise a subset of the plurality of events in the collection;

conditioned upon detecting criteria, identify data corresponding to disposal times for the subset of events;

estimate a collective measure of the disposal times for the subset of events based on the data;

compare the collective measure of the disposal times against a threshold disposal time;

determine, based on the comparing, whether a disposal criteria is satisfied;

in response to determining that the disposal criteria is satisfied, modify the priority associated with each event in the subset of events from a first priority to a second priority; and

route each of the subset of events to a corresponding resource.

2. The system of claim 1, wherein the data comprises event type, the priority state, event routing information, and event origination information.

3. The system of claim 2, wherein the data further comprises event purpose information.

4. The system of claim 3, wherein the data further comprises at least a portion of event content.

5. The system of claim 1, wherein the collective measure of the disposal times includes an estimation according to historical averaging of previous measurements of the same media type for an originator of a corresponding one of the subset of events.

6. The system of claim 1, wherein the second priority is higher than the first priority.

7. The system of claim 1, wherein the corresponding resource is an interactive voice response system.

8. The system of claim 1, wherein the corresponding resource is a live agent.

9. The system of claim 1, wherein the identifying of the data corresponding to disposal times for the subset of events is performed as a batch process for the subset of events.