SYSTEMS AND METHODS FOR INCIDENT QUEUE ASSIGNMENT AND PRIORITIZATION

• US 20150178657A1
• Filed: 03/05/2015
• Published: 06/25/2015
• 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
• Granted Patent: US 10,346,779 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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 operations to be performed comprising:

receiving a request for a next highest priority incident;

identifying an incident requiring resolution;

associating the incident with an incident queue based at least in part on a queue assignment rule, wherein the incident queue is associated with one or more incidents, wherein the one or more incidents includes the incident;

processing the incident queue based at least in part on a prioritization rule to identify one of the one or more incidents associated with the incident queue as the next highest priority incident; and

transmitting the next highest priority incident associated with the incident queue.

2. The one or more computer-media medium of claim 1, wherein the incident is associated with an event that is associated with a software system or a device.

3. The one or more computer-readable media of claim 2, wherein the event is one of:

i) a software fault,

ii) a hardware fault,

iii) a reported product issue, or

iv) a reported service issue.

4. The one or more computer-readable media of claim 1, wherein the request is received from an incident resolution agent, and wherein the next highest priority incident is transmitted to the incident resolution agent, and the operations further comprising:

identifying the incident queue based on at least one of the request or the incident resolution agent.

5. The one or more computer-readable media of claim 4, 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.

6. The one or more computer-readable media of claim 1, the operations further comprising:

associating a tag with the incident based at least in part on a tag assignment rule.

7. The one or more computer-readable media of claim 6, wherein associating the incident with the incident queue comprises associating the incident with the incident queue based at least in part on the tag associated with the incident.

8. The one or more computer-readable media of claim 6, the operations further comprising:

generating the incident queue, wherein the incident queue is based at least in part on at least one of;

i) an incident categorization,

ii) one or more tags,

iii) one or more fault codes,

iv) a primary servicer, or

v) a service level.

9. The one or more computer-readable media of claim 1, the operations further comprising:

generating, in response to receiving the request for the next highest priority incident, the incident queue based at least in part on a queue definition.

10. The one or more computer-readable media of claim 9, wherein the incident queue is a first incident queue, the operations further comprising:

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

11. The one or more computer-readable media of claim 10, wherein the queue assignment rule is a first queue assignment rule, the operations further comprising:

associating the incident with the second incident queue based at least in part on a second queue assignment rule; and

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

12. The one or more computer-readable media of claim 11, the operations further comprising:

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

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

13. The one or more computer-readable media of claim 1, the operations further comprising:

generating a respective score associated with each of the one or more incidents associated with the incident queue based at least in part on a scoring rule; and

processing the incident queue based at least in part on the respective score associated with each of the one or more incidents to identify the respective score associated with the next highest priority incident score.

14. The one or more computer-readable media of claim 1, the operations further comprising:

discarding the incident queue responsive to transmitting the next highest priority incident.

15. 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 incident queue based at least in part on the queue assignment rule, wherein the one or more incidents further includes the second incident.

16. A method, comprising:

receiving, by an incident handling system comprising one or more computers, a request for a next highest priority incident;

identifying, by the incident handling system, an incident requiring resolution;

associating, by the incident handling system, the incident with an incident queue based at least in part on a queue assignment rule, wherein the incident queue is associated with one or more incidents, wherein the one or more incidents includes the incident;

processing, by the incident handling system, the incident queue based at least in part on a prioritization rule to identify one of the one or more incidents associated with the incident queue as the next highest priority incident; and

transmitting, by the incident handling system, the next highest priority incident associated with the incident queue.

17. The method of claim 16, 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.

18. The method of claim 16, further comprising:

associating, by the incident handling system, a tag with the incident based at least in part on a tag assignment rule, wherein associating the incident with the incident queue comprises associating the incident with the incident queue based at least in part on the tag associated with the incident.

19. The method of claim 16, wherein the incident queue is a first incident queue and the queue assignment rule is 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 incident queue based at least in part on a queue definition;

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

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

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

20. The method of claim 16, further comprising:

generating, by the incident handling system, a respective score associated with each of the one or more incidents associated with the incident queue based at least in part on a scoring rule; and

processing, by the incident handling system, the incident queue based at least in part on the respective score associated with each of the one or more incidents to identify the respective score associated with the next highest priority incident score.