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1. WO2020205124 - QUEUE MANAGEMENT WITH DYNAMIC PRIORITIZATION

Publication Number WO/2020/205124
Publication Date 08.10.2020
International Application No. PCT/US2020/020588
International Filing Date 02.03.2020
IPC
G06Q 10/06 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
CPC
G06F 16/90335
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
90Details of database functions independent of the retrieved data types
903Querying
90335Query processing
G06F 16/9038
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
90Details of database functions independent of the retrieved data types
903Querying
9038Presentation of query results
G06F 16/904
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
90Details of database functions independent of the retrieved data types
904Browsing; Visualisation therefor
G06F 3/0482
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
3Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
01Input arrangements or combined input and output arrangements for interaction between user and computer
048Interaction techniques based on graphical user interfaces [GUI]
0481based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
0482interaction with lists of selectable items, e.g. menus
G06Q 10/06311
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
063Operations research or analysis
0631Resource planning, allocation or scheduling for a business operation
06311Scheduling, planning or task assignment for a person or group
G06Q 10/06316
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
063Operations research or analysis
0631Resource planning, allocation or scheduling for a business operation
06316Sequencing of tasks or work
Applicants
  • MICROSOFT TECHNOLOGY LICENSING, LLC [US]/[US]
Inventors
  • CHIN, Shao Ou
  • KAMAYASWAMI, Rajkumar
  • XUE, Qi
  • NIES, Trevor Eugene
Agents
  • MINHAS, Sandip S.
  • ADJEMIAN, Monica
  • BARKER, Doug
  • CHATTERJEE, Aaron C.
  • CHEN, Wei-Chen Nicholas
  • CHOI, Daniel
  • CHURNA, Timothy
  • DINH, Phong
  • EVANS, Patrick
  • GABRYJELSKI, Henry
  • GUPTA, Anand
  • HINOJOSA-SMITH, Brianna L.
  • HWANG, William C.
  • JARDINE, John S.
  • LEE, Sunah
  • LEMMON, Marcus
  • MARQUIS, Thomas
  • MEYERS, Jessica
  • ROPER, Brandon
  • SPELLMAN, Steven
  • SULLIVAN, Kevin
  • SWAIN, Cassandra T.
  • WALKER, Matt
  • WIGHT, Stephen A.
  • WISDOM, Gregg
  • WONG, Ellen
  • WONG, Thomas S.
  • ZHANG, Hannah
  • TRAN, Kimberly
Priority Data
16/376,88705.04.2019US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) QUEUE MANAGEMENT WITH DYNAMIC PRIORITIZATION
(FR) GESTION DE FILE D'ATTENTE AVEC UNE HIÉRARCHISATION DYNAMIQUE
Abstract
(EN)
Dynamic queue management is achieved by using a default priority score in combination with ordered logic subsets ("views") of the queue. A single number that is a priority score for an item, represents the relative priority of that item in a queue. Priority scores are based on the priorities assigned to tiers and attributes. A view of items from the queue is created based on a set of rules that correspond to a specific segment of the queue. One or more views may be assigned to one or more agents. Views are prioritized for each agent. A user interface provides techniques for real-time ordering of the views associated with an agent according to the priorities of those views. The ordering of the queue is maintained for the items in a view. An agent is assigned an item from a view and then the item is removed from the queue.
(FR)
L'invention concerne une gestion de file d'attente dynamique qui est obtenue en utilisant un score de priorité par défaut en combinaison avec des sous-ensembles logiques ordonnés (« des vues ») de la file d'attente. Un numéro unique qui est un score de priorité pour un élément, représente la priorité relative de cet élément dans une file d'attente. Des scores de priorité sont basés sur les priorités attribuées aux niveaux et aux attributs. Une vue d'éléments provenant de la file d'attente est créée sur la base d'un ensemble de règles qui correspondent à un segment spécifique de la file d'attente. Une ou plusieurs vues peuvent être attribuées à un ou plusieurs agents. Des vues sont priorisées pour chaque agent. Une interface utilisateur fournit des techniques d'ordonnancement en temps réel des vues associées à un agent selon les priorités de ces vues. L'ordonnancement de la file d'attente est maintenu pour les éléments dans une vue. Un agent est attribué à un élément à partir d'une vue et, ensuite, l'élément est retiré de la file d'attente.
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