Method and apparatus for optimizing response time to events in queue

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United States of America Patent

PATENT NO 9648168
SERIAL NO

14995160

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Abstract

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A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.

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Patent Owner(s)

Patent OwnerAddressTotal Patents
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.SAN FRANCISCO, CA557

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Petrovykh, Yevgeniy Walnut Creek, US 44 1192

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