Method and system for controlling a display screen based upon a prediction of compliance of a service request with a service level agreement (SLA)

A computing system, comprising:

• a processor connected to memory;
• and
• a predicting module stored on a non-transitory computer readable medium and configured with instructions that when executed by the processor cause the processor to:
• in response to receiving a service request having one or more attributes, identify, by at least the processor, the one or more attributes of the service request;
• using the one or more attributes, retrieve from a probability data structure data records associated with the one or more attributes, wherein the data records include probabilities representing transitions between states of historical service requests;
• determine a service level agreement (SLA) associated with the service request from amongst a plurality of SLAs;
• analyze the SLA to determine and identify service criteria for processing the received service request;
• calculate based upon the retrieved probabilities a probability that the service request will transition to a target state in compliance with the service criteria;
• predict whether the service request will transition to the target state in compliance with the service criteria based upon the probability;
• determine whether the calculated probability is below a threshold probability;
• responsive to determining that the calculated probability is below the threshold probability, search a corrective action data structure for corrective actions matching the calculated probability and the one or more attributes;
• responsive to identifying a first set of corrective actions, in the corrective action data structure, that matches the calculated probability and the one or more attributes, generate instructions to perform the first set of corrective actions;
• transmit to one or more devices, via a communication network, the instructions to perform the first set of corrective actions;
• and
• control, based upon the prediction, a display screen to change a graphical representation of the service request to visually distinguish the graphical representation of the service request from graphical representations of other service requests and indicate a likeliness of the service request complying with the corresponding service criteria.

A computer-implemented method performed by a computing device comprising a processor, the computer-implemented method comprising:

• in response to receiving, by at least the processor, a service request having one or more attributes, identifying, by at least the processor, the one or more attributes of the service request;
• using the one or more attributes, retrieving from a probability data structure, by at least the processor, data records associated with the one or more attributes, wherein the data records include probabilities representing transitions between states of historical service requests;
• determining a service level agreement (SLA) associated with the service request from amongst a plurality of SLAs;
• analyzing the SLA to determine and identify service criteria for processing the received service request;
• calculating based upon the retrieved probabilities, by at least the processor, a probability that the service request will transition to a target state in compliance with the service criteria;
• predicting, by at least the processor, whether the service request will transition to the target state in compliance with the service criteria based upon the probability;
• determining whether the calculated probability is below a threshold probability;
• responsive to determining that the calculated probability is below the threshold probability, searching a corrective action data structure for corrective actions matching the calculated probability and the one or more attributes;
• responsive to identifying a first set of corrective actions, in the corrective action data structure, that matches the calculated probability and the one or more attributes, generating instructions to perform the first set of corrective actions;
• transmitting to one or more devices, via a communication network, the instructions to perform the first set of corrective actions;
• and
• controlling, based upon the prediction, by at least the processor, a display screen to change a graphical representation of the service request to visually distinguish the graphical representation of the service request from graphical representations of other service requests and indicate a likeliness of the service request complying with the corresponding service criteria.