Method and apparatus for monitoring activity and presence to optimize collaborative issue resolution
First Claim
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1. A system for handling a user request comprising:
- a first computer system associated with a user, the first computer system including a display unit to display a first window associated with the user request, the first computer system further adapted to transmit a message associated with the user request; and
a second computer system associated with a service provider;
the second computer system including a display unit to display a second window associated with the user request, the second computer system further adapted to receive the message and display the message in the second window at the second computer system.
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Abstract
A collaboration workspace for multi-party resolution is presented that monitors activity and presence to improve communication and enhance the ability of service providers and users to work together to resolve issues concerning a user request or trouble ticket. Depending on the status of the user and service provider (e.g., offline, active, busy, etc.), the communication window provides communication in an E-mail or instant-messaging format.
185 Citations
17 Claims
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1. A system for handling a user request comprising:
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a first computer system associated with a user, the first computer system including a display unit to display a first window associated with the user request, the first computer system further adapted to transmit a message associated with the user request; and
a second computer system associated with a service provider;
the second computer system including a display unit to display a second window associated with the user request, the second computer system further adapted to receive the message and display the message in the second window at the second computer system.
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2. In a system including a first computer system associated with a user coupled to a second computer system associated with a service provider, a method of communication between the user and the service provider comprising:
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providing a first window at the first computer system associated with a user request;
providing a second window at the second computer system associated with the user request;
transmitting a message associated with the user request from the first computer system to the second computer system;
displaying the message in the second window at the second computer system;
detecting status information for the user request; and
displaying the status information in the second window at the second computer system. - View Dependent Claims (3)
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4. A system for handling a user request comprising:
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a central computer system adapted to be coupled to a first computer system associated with a user and to receive said user request from said first computer system;
said central computer system further adapted to be coupled to a plurality of second computer systems, each associated with a service provider;
wherein said first and second computers are adapted to display first and second windows, respectively, associated with the user request and said central computer system is adapted to detect status information for the user request and display said status information in said first and second windows. - View Dependent Claims (5, 6, 7, 8, 9)
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10. A method for handling a user request comprising:
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transmitting a user request from a first computer system associated with a user to a central computer system;
assigning status information to said user request;
selecting said user request via a second computer system associated with a service provider;
providing a display window at each of said first and second computers; and
displaying the status information for the user request in said display windows. - View Dependent Claims (11, 12)
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13. A method for handling a user request comprising:
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transmitting a user request from a first computer system associated with a user to a central computer system;
assigning status information to said user request;
providing said user request to a plurality of second computer systems, each associated with a service provider;
providing offers for service of said user request to the first computer system; and
displaying the status information for the user request and said offers at said first computer system. - View Dependent Claims (14, 15)
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16. A method for handling a user request comprising:
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transmitting a user request from a first computer system associated with a user to a central computer system;
assigning status information to said user request;
selecting said user request via a second computer system associated with a primary service provider;
providing a display window at each of said first and second computers;
displaying the status information for the user request in said display windows;
transmitting a collaboration request from said second computer system to a third computer system associated with a secondary service provider; and
accepting said collaboration request at said third computer system wherein said first, second, and third computer systems are adapted to display messages associated with said user request. - View Dependent Claims (17)
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Specification