Systems and methods for incident queue assignment and prioritization

• US 10,346,779 B2
• Filed: 03/05/2015
• Issued: 07/09/2019
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Fiserv Incorporated
• Original Assignee: Fiserv Incorporated
• Inventors: Kleehammer, Michael Lee, Loyd, Michael Fisher, Johnson, David Keith
• Primary Examiner(s): Sterrett, Jonathan G
• Application Number:
  US14/639,946
• Publication Number:
  US 20150178657A1
• Time in Patent Office: 1,587 Days
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work

Abstract

Systems, methods and computer-readable media for incident queue assignment and prioritization are disclosed. An incident handling system may receive a request for a next highest priority incident. An incident requiring resolution may be identified. The incident may be associated with an incident queue based at least in part on a queue assignment rule. The incident queue may comprise one or more incidents. The incident queue may be processed based at least in part on a prioritization rule to identify, from the one or more incidents associated with the incident queue, the next highest priority incident. The incident handling system may transmit the next highest priority incident associated with the incident queue.

Claims

1. One or more computer-readable media storing computer-executable instructions that responsive to execution by one or more processors cause fully-automated operations to be performed, the fully-automated operations comprising:

receiving information associated with an incident requiring resolution via one or more networks and on behalf of an automated teller machine (ATM), wherein the information associated with the incident requiring resolution is (a) indicative of at least one of a software fault of the ATM or a hardware fault of the ATM, and (b) stored in one or more memory storage areas as a non-transient data construct;

responsive to receiving the information associated with the incident requiring resolution, electronically assigning a tag corresponding to a tag definition that enables referencing or aggregating a set of one or more incidents, wherein the set of one or more incidents comprises one or more fault codes, to the incident by;

(a) automatically determining whether the incident satisfies a tag rule corresponding to the tag definition, and

(b) responsive to determining that the incident satisfies the tag rule corresponding to the tag definition, electronically assigning the tag to the incident;

receiving a request for a next highest priority incident, the request received on behalf of an incident resolution agent as input via a user interface;

responsive to receiving the request for the next highest priority incident, dynamically generating a transient incident queue for identifying the next highest priority incident, wherein the transient incident queue (a) corresponds to an incident queue definition enabling aggregation of incidents for resolution, and (b) is stored in the one or more memory storage areas as a transient data construct;

associating a plurality of incidents with the transient incident queue, wherein (a) at least a subset of the plurality of incidents is assigned the tag, (b) the plurality of incidents comprises the incident, and (c) associating the plurality of incidents with the transient incident queue comprises;

(1) automatically determining whether the incident satisfies a queue assignment rule of one or more queue assignment rules corresponding to the incident queue definition, and

(2) responsive to determining that the incident satisfies the queue assignment rule, electronically assigning the incident to the transient incident queue, wherein (i) the one or more queue assignment rules are stored in a queue assignment rules repository and are applied using one or more selected from the group consisting of Boolean operations, dynamic evaluations, and conditional logic, and (ii) the transient incident queue is identifiable based at least in part on the incident resolution agent;

processing the transient incident queue to identify one of the plurality of incidents associated with the transient incident queue as the next highest priority incident;

transmitting the next highest priority incident associated with the transient incident queue for display via the user interface; and

responsive to transmitting the next highest priority incident, discarding the transient incident queue stored in the one or more memory storage areas as a transient data construct.

2. The one or more computer-readable media of claim 1, wherein the incident resolution agent is a first incident resolution agent, and wherein the request is a first request, the operations further comprising:

receiving a release of the next highest priority incident from the first incident resolution agent;

receiving from a second incident resolution agent, a second request for the next highest priority incident; and

transmitting the next highest priority incident to the second incident resolution agent.

3. The one or more computer-readable media of claim 1, wherein the transient incident queue is a first transient incident queue and the queue definition is a first queue definition, the operations further comprising:

generating a second transient incident queue based at least in part on a second queue definition.

4. The one or more computer-readable media of claim 3, the operations further comprising:

associating the incident with the second transient incident queue based at least in part on a second queue assignment rule of the one or more queue assignment rules; and

processing the second transient incident queue to identify the next highest priority incident.

5. The one or more computer-readable media of claim 4, the operations further comprising:

receiving an indication of a status change associated with the incident; and

reprocessing the first transient incident queue and the second transient incident queue in response to the indication of the status change.

6. The one or more computer-readable media of claim 1, wherein the incident is a first incident, the operations further comprising:

identifying a second incident requiring resolution; and

associating the second incident with the transient incident queue based at least in part on the one or more queue assignment rules, wherein the plurality of incidents further includes the second incident.

7. A method for performing fully-automated operations, the fully-automated operations comprising:

receiving, by an incident handling system comprising one or more computers via one or more networks and on behalf of an automated teller machine (ATM), information associated with an incident requiring resolution, wherein the information associated with the incident requiring resolution is (a) indicative of at least one of a software fault of the ATM or a hardware fault of the ATM, and (b) stored in one or more memory storage areas as a non-transient data construct;

responsive to receiving the information associated with the incident requiring resolution, electronically assigning, by the incident handling system, a tag corresponding to a tag definition that enables referencing or aggregating a set of one or more incidents, wherein the set of one or more incidents comprises one or more fault codes, to the incident by;

(a) automatically determining whether the incident satisfies a tag rule corresponding to the tag definition, and

(b) responsive to determining that the incident satisfies the tag rule corresponding to the tag definition, electronically assigning the tag to the incident;

receiving, by the incident handling system, a request for a next highest priority incident, the request received on behalf of an incident resolution agent as input via a user interface;

responsive to receiving the request for the next highest priority incident, dynamically generating, by the incident handling system, a transient incident queue for identifying the next highest priority incident, wherein the transient incident queue (a) corresponds to an incident queue definition enabling aggregation of incidents for resolution, and (b) is stored in the one or more memory storage areas as a transient data construct;

associating, by the incident handling system, a plurality of incidents with the transient incident queue, wherein (a) at least a subset of the plurality of incidents is assigned the tag, (b) the plurality of incidents comprises the incident, and (c) associating the plurality of incidents with the transient incident queue comprises;

(1) automatically determining whether the incident satisfies a queue assignment rule of one or more queue assignment rules corresponding to the incident queue definition, and

(2) responsive to determining that the incident satisfies the queue assignment rule, electronically assigning the incident to the transient incident queue, wherein (i) the one or more queue assignment rules are stored in a queue assignment rules repository and are applied using one or more selected from the group consisting of Boolean operations, dynamic evaluations, and conditional logic, and (ii) the transient incident queue is identifiable based at least in part on the incident resolution agent;

processing, by the incident handling system, the transient incident queue to identify one of the plurality of incidents associated with the transient incident queue as the next highest priority incident;

transmitting, by the incident handling system, the next highest priority incident associated with the transient incident queue for display via the user interface; and

after transmitting the next highest priority incident, discarding, by the incident handling system, the transient incident queue stored in the one or more memory storage areas as a transient data construct.

8. The method of claim 7, wherein the request is a first request received from a first incident resolution agent, and wherein the next highest priority incident is transmitted to the first incident resolution agent, the method further comprising:

receiving, by the incident handling system, a release of the next highest priority incident from the first incident resolution agent;

receiving, by the incident handling system, from a second incident resolution agent, a second request for the next highest priority incident; and

transmitting, by the incident handling system, the next highest priority incident to the second incident resolution agent.

9. The method of claim 7, wherein the transient incident queue is a first transient incident queue and the one or more queue assignment rules comprise a first queue, the method further comprising:

generating, by the incident handling system, in response to receiving the request for the next highest priority incident, the transient incident queue based at least in part on a first queue definition;

generating, by the incident handling system, a second transient incident queue based at least in part on a second queue definition;

associating, by the incident handling system, the incident with the second transient incident queue based at least in part on a second queue assignment rule; and

processing, by the incident handling system, the second transient incident queue to identify the next highest priority incident;

receiving, by the incident handling system, an indication of a status change associated with the incident; and

reprocessing, by the incident handling system, the first transient incident queue and the second transient incident queue in response to the indication of the status change.