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Setting a case assignment delay parameter in a queue management context Disclosure Number: IPCOM000243734D
Publication Date: 2015-Oct-15
Document File: 4 page(s) / 78K

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The Prior Art Database


Setting a case assignment delay parameter in a queue management context

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Setting a case assignment delay parameter in a queue management context

The background context for this disclosure concerns invoking an automated work item assignment tool, illustrated in further detail in part 4.

Problem to tackle: An assignment delay parameter is set in the tool depending on the time/day etc. This parameter can be made to be more dynamic based upon certain criteria.

If there is a certain skillset shortage anticipated, a rule can be put in place

whereby the assignment delay may drop from 1 hour to 15 mins between assignment of cases. If someone's workload is recorded as reduced (for example someone closes 4 cases on a given day), their assignment parameter can dynamically be altered if workload elsewhere is too high. The severity of case handled and active can also impact the parameter setting. A user may have two cases set to the highest priority, and set to follow-up a number of days from now, so not immediately impacting upon that user. However the potentiality exists whereby if a callback is received from one/both of those cases for that day (through an alert in the tool) then that user's assignment delay parameter could need to be altered.

    We proposed to embed Hidden Markov Model (HMM) state transition matrices in the user profile document in the work item assignment tool database (please see section 4. for more description of same). State transition matrices of the HMM are computed based upon the following criteria: current and history of instant messaging availability, current and history of assignment delays, current and history of projected instant messaging availability per given hour, current and history of skillset availability context per hour, current and history of workload associated with that skillset. The ultimate aim to adjust dynamically the assignment delay parameter based on the predictions of HMM using these different historical data as inputs.

A database is used as a repository for the tool to reference: policy rules, user

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profiles, skillsets, workload history etc.

After each scan, new work items matching given handling policy rules are considered for assignment.

New work items can be sorted first by severity and then by response time requirement.

    A queue of valid assignees matching the following conditions is created: - A potential assignee is a member of a 'team' that can handle the case in theory

- Potential assignee 'taking' status is set to 'true'

    - Member schedule/instant messaging presence in chat room are active at necessary time of assignment

    - The member skillset matches the skillset required for the work item
If the queue contains more than one team member, the lowest count of assigned work items between members is used as reference

    If the new queue contains more than one team member, the work item will be assigned to the member assigned a work item the longest time ago.

Table: user, assignment, messaging availability, skillset availability context,

workload associa...