Method and apparatus for optimizing response time to events in queue

• US RE46,776 E1
• Filed: 12/12/2014
• Issued: 04/03/2018
• Est. Priority Date: 08/27/2002
• Status: Active Grant

• 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): NGUYEN, MINH DIEU T
• Application Number:
  US14/569,598
• Time in Patent Office: 1,208 Days
• Field of Search: 370429, 37911205
• CPC Class Codes: H04L 12/40013 Details regarding a bus controller
• CPC Class Codes: H04L 12/403 with centralised control, e.g. polling
• CPC Class Codes: H04L 12/413 with random access, e.g. carrier-sense multiple-access with collision detection [CSMA-CD]
• CPC Class Codes: H04L 12/4625 Single bridge functionality, e.g. connection of two networks over a single bridge
• CPC Class Codes: H04L 12/54 Store-and-forward switching systems packet switching systems H04L45/00, H04L47/00
• CPC Class Codes: H04L 29/06027 Protocols for multimedia communication
• CPC Class Codes: H04L 41/0893 Assignment of logical groups to network elements
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 43/06 Generation of reports
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04L 45/04 Interdomain routing, e.g. hierarchical routing
• 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 63/0281 Proxies
• CPC Class Codes: H04L 65/1006 SIP
• CPC Class Codes: H04L 65/1009 H.323
• CPC Class Codes: H04L 65/105 Proxies, e.g. SIP proxies
• 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 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 67/10 : in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/142 : Managing session states for stateless protocols; Signalling session states; State transitions; Keeping-state mechanisms
• CPC Class Codes: H04L 67/24 : Presence management use and manipulation of presence information in instant messaging H04L51/043
• 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 2203/402 : Agent or workforce management
• CPC Class Codes: H04M 2203/4536 : Voicemail combined with text-based messaging
• 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 3/5175 : Call or contact centers supervision arrangements
• 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 2213/13299 : Bus
• 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 increasing transaction queue efficiency comprising:

a computerized server having software stored on and executing from a machine-readable medium, the software comprising;

a first portion of instructions for implementing a queue for governing order of processing transactions;

a second portion of instructions for reordering and/or removing one or more of the transactions from the queue;

an electronic router coupled to the computerized server for routing at least one of the transactions to a final destination;

wherein the second portion of instructions is for periodically accesses accessing stored information concerning individual ones of the transactions, using rules separately stored determines from the information, determining an estimated disposal time (EDT) for the transactions considered, and for particular ones of the transactions having a determined the estimated disposal time lower than a pre-stored time, either moves those moving the particular ones of the transactions ahead of other ones of the transactions in the queue or removes those removing particular ones of the transactions from the queue,

wherein the estimated disposal time is an estimate based on historical averaging of previous measurements for an originator of a transaction of a same type.

2. The system of claim 1 wherein the computerized server is a work force management and planning server enhanced with the addition of the software application.

3. The system of claim 1 wherein the queue is a virtual message queue for a communication center.

4. The system of claim 1 wherein the queue is a telephony queue.

5. The system of claim 1 wherein the software application includes at least one parsing engine instructions for parsing transaction information.

6. The system of claim 1 wherein the software application includes an interface to a historical data repository.

7. The system of claim 5 wherein the information parsed includes one or more of event type, event status in queue, event routing information, and event origination information.

8. The system of claim 1 wherein the disposal time determined is an estimate based on known procedure for handling the event transactions.

9. The system of claim 1 wherein the disposal time determined is an estimate based on historical averaging of previous measurements for the same originator of an event of a same type.

10. The system of claim 1 wherein some events of the transactions are immediately promoted from the queue to an appropriate final destination queue.

11. The system of claim 1 wherein events certain ones of the transactions that are modified to reflect a higher priority state are immediately routed to their final destinations.

12. A method for increasing transaction queue efficiency comprising the steps of:

(a) implementing, by a processor, a queue for governing order of processing transactions on a computerized server having software stored on and executing from a machine-readable medium;

(b) periodically accessing, by the processor, stored information concerning individual ones of the transactions;

(c) using rules separately stored from the information, determining, by the processor, an estimated disposal time (EDT) for the individual ones of the transactions considered and, wherein the estimated disposal time is an estimate based on historical averaging of previous measurements for an originator of a transaction of a same type;

(d) for one or more transactions of the individual ones of the transactions having a determined the estimated disposal time lower than a pre-stored time, either moving those, by the processor, the one or more transactions ahead of other ones of the transactions in the queue or removing those the one or more transactions from the queue; and

(e) routing, by an electronic router coupled to the processor, at least one of the transactions to a final destination.

13. The method of claim 12 wherein the computerized server is a work force management and planning server enhanced with the addition of the software application.

14. The method of claim 12 wherein the queue is a virtual message queue for a communication center.

15. The method of claim 12 wherein the queue is a telephony queue.

16. The method of claim 12 wherein the software application includes at least one parsing engine for parsing transaction information.

17. The method of claim 12 wherein the software application includes an interface to a historical data repository.

18. The method of claim 12 wherein the information parsed includes one or more of event type, event status in queue, event routing information, and event origination information.

19. The method of claim 12 wherein the disposal time determined is an estimate based on known procedure for handling the event transactions.

20. The method of claim 12 wherein the disposal time determined is an estimate based on historical averaging of previous measurements for the same originator of an event of a same type.

21. The method of claim 12 wherein some events of the transactions are immediately promoted from the queue to an appropriate final destination queue.

22. The system method of claim 12 wherein events certain ones of the transactions that are modified to reflect a higher priority state are immediately routed to their final destinations.