SYSTEMS AND METHODS FOR INCIDENT QUEUE ASSIGNMENT AND PRIORITIZATION

摘要

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.

主权项

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.