Issue detection for routing assistance requests

• US 10,217,112 B2
• Filed: 05/12/2017
• Issued: 02/26/2019
• Est. Priority Date: 12/10/2015
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Inventors: Lopez, Matt J., Johnson, Warren, Balarajan, Paul Sanjeev
• Primary Examiner(s): Nguyen, Quynh H
• Application Number:
  US15/593,642
• Publication Number:
  US 20170249643A1
• Time in Patent Office: 655 Days
• Field of Search: 37926512, 37926513, 37926601, 379309
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An issue is identified based on corresponding information indicative of steps taken in an on-boarding process and a velocity of transition through the steps. The issue is matched against an agent based on agent capabilities exposed by the agent. The issue and corresponding information are routed to the agent.

Claims

1. A computing system comprising:

an on-boarding step identifier configured to;

automatically identify a step, of a plurality of steps in a predefined on-boarding process, that a user has completed, the predefined on-boarding process being configured to set up and configure an on-line service that is hosted by a service hosting system and accessible, over a computer network, by one or more client devices; and

generate a step identifier indicative of the identified step;

rate detection logic configured to;

detect a rate at which the user is completing steps of the plurality of steps, in the predefined on-boarding process; and

generate a rate indicator indicative of the detected rate;

idle time detection logic configured to;

detect an idle time for which the user is idle on a user interface (UI) display generated during the on-boarding process; and

generate a UI indicator indicative of the user interface display and an idle time indicator indicative of the detected idle time; and

a routing system configured to;

access a set of context-to-problem mappings to identify an on-boarding issue based on the step identifier and the rate indicator;

identify a support agent based on the on-boarding issue identified; and

send a notification to notify the support agent of the identified on-boarding issue.

2. The computing system of claim 1, wherein the user interface display corresponds to the on-boarding process and wherein the on-boarding step identifier identifies the step based on the UI indicator.

3. The computing system of claim 2, wherein the problem identification system comprises:

an analysis system configured to;

receive the step identifier and the rate indicator; and

determine whether the velocity indicator and the step identifier indicate that the user is taking more than a threshold time to complete a step of the on-boarding process; and

wherein the on-boarding issue is identified based at least in part on the determination.

4. The computing system of claim 3 wherein the problem identification system comprises:

an analysis system configured to;

receive the step identifier and the rate indicator; and

determine whether the rate indicator and the step identifier indicate that the user is taking more than a threshold time to complete the plurality of steps in the on-hoarding process; and

wherein the on-boarding issue is identified based at least in part on the determination.

5. The computing system of claim 2 wherein the routing system further comprises:

agent/user connection logic configured to;

generate user interface information indicative of a user interface display generated for the user, indicating that the support agent has been notified; and

provide a user input mechanism that is actuatable to contact the agent.

6. The computing system of claim 1 wherein the routing system comprises:

agent/issue matching logic configured to;

access agent capability information indicative of agent capabilities for a plurality of different support agents; and

match the identified on-boarding issue against the agent capabilities in the agent capability information to identify the support agent.

7. A computer implemented method, comprising:

automatically identifying a step, of a plurality of steps in a predefined on-boarding process, that a user has completed, wherein the steps in the predefined on-boarding process set up and configure an on-line service that is;

hosted by a service hosting system, and

accessible over a computer network, by one or more client devices;

generating a step identifier indicative of the identified step;

detecting a rate with which the user is completing the steps in the on-boarding process;

generating a rate indicator indicative of the detected rate;

identifying an on-boarding issue, encountered by the user in the on-boarding process, by accessing a set of context-to-problem mappings based on;

the step identifier that indicates the identified step that the user has completed in the on-boarding process, and

the rate indicator that indicates the detected rate with which the user is completing the steps in the on-boarding process;

detecting an idle time for which the user is idle on a user interface (UI) display generated during the on-boarding process;

generating a UI indicator indicative of the user interface display and an idle time indicator indicative of the detected idle time;

identifying a support agent based on the on-boarding issue identified; and

sending a notification to notify the support agent of the identified on-boarding issue identified.

8. The computer implemented method of claim 7, wherein the user interface display corresponds to the on-boarding process and wherein automatically identifying a step in the on-boarding process comprises:

identifying the step based on the UI indicator.

9. The computer implemented method of claim 8, wherein identifying the on-boarding issue comprises:

receiving the step identifier and the rate indicator; and

determining whether the rate indicator and the step identifier indicate that the user is taking, more than a threshold time to complete one or more steps of the on-boarding process; and

wherein the on-hoarding issue is identified based at least in part on the determination.

10. A computing system, comprising:

at least one processor, and

memory storing instructions executable by the at least one processor, wherein the instructions, when executed, configure the computing system to provide;

an on-boarding attempt identifier configured to;

automatically identify an attempt by a user to perform a step, of a plurality of steps, in a predefined on-boarding process, wherein the steps in the predefined on-boarding process set up and configure an on-line service that is;

hosted by a service hosting system, and

accessible, over a computer network, by one or more client devices; and

generate an attempt identifier indicative of the identified attempt;

an analysis system configured to;

receive the attempt identifier; and

determine that the attempt identifier indicates that the user is attempting more than a threshold number of attempts to complete the step of the on-boarding process; and

an issue identification system configured to;

detect an idle time for which the user is idle on a user interface (UI) display generated during the on-boarding process;

generate a UI indicator indicative of the user interface display and an idle time indicator indicative of the detected idle time;

based on a determination that the attempt identifier indicates that the user is attempting more than a threshold number of attempts to complete the step of the on-boarding process, identify an on-hoarding issue by accessing a set of context-to-problem mappings based on the attempt identifier;

identify a support agent based on the identified on-boarding issue; and

route a notification to the support agent, wherein the notification is indicative of the identified on-boarding issue.

11. The computing system of claim 10, wherein the user interface display corresponds to the attempt m perform the step in the on-boarding process, and wherein the instructions configure the computing system to identify the attempt based on the UI indicator.

12. The computing system of claim 11, wherein the instructions configure the computing system to provide:

agent/user connection logic configured to;

generate user interface information indicative of a user interface display generated for the user, indicating that the support agent has been notified; and

provide a user input mechanism that is actuatable to contact the agent.

13. The computing system of claim 10, wherein the instructions configure the computing system to provide:

rate detection logic configured to;

detect a rate at which the user is completing steps, of the plurality of steps, in the predefined on-boarding process; and

generate a rate indicator indicative of the detected rate;

wherein the on-boarding, issue is identified based at least in part on the detected rate.

14. The computing system of claim 10, wherein the instructions configure the computing system to provide;

duration detection logic configured to;

detect a duration with which the user is attempting to perform the step; and

generate a duration indicator indicative of the detected duration; and

wherein the on-boarding issue is identified based at least in part on the determination.