Systems and methods for incident queue assignment and prioritization

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.

Description

BACKGROUND[0001]Many institutions may have a computing ecosystem consisting of a variety of different types of devices and platforms. One example of such a device or platform may be an automated teller machine (ATM). An ATM may be out of cash, its screen may be broken, or its software may have malfunctioned. However, due to the large number of ATMs located in different geographic areas, it may be difficult to identify all the issues associated with the ATMs, much less resolve the issues quickly.BRIEF DESCRIPTION OF THE DRAWINGS[0002]The detailed description is set forth with reference to the accompanying drawings. Use of the same reference numerals indicates similar or identical components or elements; however, similar components or elements may also be designated with different reference numerals. Various embodiments of the disclosure may utilize elements or components other than those illustrated in the accompanying drawings and some elements and / or components may not be present i...

AI Technical Summary

Benefits of technology

The patent describes a system and method for automatically assigning and prioritizing incidents in a computing ecosystem. The system uses a networked architecture and scoring algorithms to prioritize incidents based on their severity and impact on the system. The system can handle a large number of incidents and quickly identify and fix issues. The technical effects of the system include improved efficiency and automation of incident resolution, improved prioritization of incidents, and improved overall incident handling.

Problems solved by technology

An ATM may be out of cash, its screen may be broken, or its software may have malfunctioned.

However, due to the large number of ATMs located in different geographic areas, it may be difficult to identify all the issues associated with the ATMs, much less resolve the issues quickly.

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