G - Physics – 06 – Q
Patent
G - Physics
06
Q
G06Q 10/00 (2006.01) H04M 3/523 (2006.01)
Patent
CA 2321605
The flow of work items (40) through a workflow process (50) is optimized by repeatedly reordering (FIG. 3) work items enqueued in inbox queues (21 ) of workflow process tasks (500) to maximize results according to a given business strategy expressed through target completion times and deviances therefrom. Each work item in an inbox queue has an associated in-queue rating (IQR 28) that represents the number of queue positions (23) that the work item can be retarded or needs to be advanced to meet its target task start time (TTST 31 ), target task completion time (TTCT 32), and/or target workflow completion time (TWCT 30). When a work item enters a queue, its IQR is computed (FIG. 2) as (a) either (i) the difference between TTST 31 and EWT of that work item, or (ii) the difference between TTCT 31 of this work item and the sum of the estimated wait time in the queue (EWT) of this item and the average handling time of a work item (AHT) by a task station (11) of this task, and (b) the resulting difference divided by the rate of advance of calls between queue positions (QAT 26) of that queue rounded down. An optimization function is then performed (404) on the queue to determine an order of the enqueued work items that optimizes a metric of those work items that may fail to meet their target times. For example, the order may be one that minimizes the number of the work items that will fail to meet their target completion times (those that have a negative IQR), or one that minimizes the amount of time by which the failing work items will exceed their target completion times. The work items in the queue are then reordered (406) accordingly. Whenever a work item changes its queue position, its IQR is recomputed (FIG. 4) as the sum of its present IQR and the number of positions that the work item has either advanced (a positive number) or been retarded (a negative number) in that queue.
Flockhart Andrew D.
Maxwell Darryl J.
Mcfarlane Keith Robert
Richman Paul L.
Sanders Lucinda M.
Kirby Eades Gale Baker
Lucent Technologies Inc.
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