Alert modeling

• US 20040081310A1
• Filed: 02/13/2003
• Published: 04/29/2004
• Est. Priority Date: 10/25/2002
• Status: Abandoned Application

• Current Assignee: SAP SE
• Original Assignee: SAP SE
• Inventors: Lueckhoff, Hermann
• Application Number:
  US10/366,644
• Publication Number:
  US 20040081310A1
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/25 related to user interface aspects of the telephonic communication service
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Various implementations of the present invention provide systems and methods for interactive scripting in a distributed computing system. One implementation provides for generating an alert from information relating to a session between a user and a specified person. The information relating to the session between the user and the specified person is processed to generate an event relating to a business-relevant situation for the session. This event is then correlated with predetermined alert information, the predetermined alert information having one or more fields. An alert is then created by populating the fields of the predetermined alert information with information particular to the specified person.

Claims

1. A computer-implemented method for generating an alert from information relating to a session between a user and a specified person, the method comprising:

processing the information relating to the session between the user and the specified person to generate an event relating to a business-relevant situation for the session;

correlating the event to predetermined alert information, the predetermined alert information having one or more fields; and

creating the alert by populating the fields of the predetermined alert information with information particular to the specified person.

2. The computer-implemented method of claim 1, wherein creating the alert by populating the fields of the predetermined alert information with information particular to the specified person includes creating a navigable alert.

3. The computer-implemented method of claim 1, wherein creating the alert by populating the fields of the predetermined alert information with information particular to the specified person includes:

selecting one or more of the fields of the predetermined alert information; and

populating the selected fields with information particular to the specified person.

4. The computer-implemented method of claim 1, wherein the method further comprises sending the alert to a device for display purposes.

5. The computer-implemented method of claim 4, wherein sending the alert to a device for display purposes includes sending the alert to a device using a persistent connection.

6. The computer-implemented method of claim 4, wherein sending the alert to a device for display purposes includes sending one or more input parameters required for display of the alert.

7. The computer-implemented method of claim 1, wherein the method comprises generating an alert from information relating to a session between a user and a specified person using a web-enabled interface.

8. The computer-implemented method of claim 1, wherein the method comprises generating an alert from information relating to a session between a customer care agent and a customer.

9. A computer-implemented method for designing a custom alert for a session between a user and a specified person, the method comprising:

obtaining a predetermined alert definition associated with an event relating to a business-relevant situation for the session, the predetermined alert definition having one or more fields that are each associated with information particular to the specified person; and

using the predetermined alert definition to create a custom alert definition, wherein the creation includes;

adding text to the custom alert definition, the text relating to the session; and

selecting which of the fields from the predetermined alert definition are to be included within the custom alert definition.

10. The computer-implemented method of claim 9, wherein using the predetermined alert definition to create a custom alert definition includes using the predetermined alert definition to create a custom navigable alert definition.

11. The computer-implemented method of claim 9, wherein the creation of the custom alert definition further includes adding one or more input parameters to be processed for display purposes.

12. The computer-implemented method of claim 9, wherein the method comprises designing a custom alert for a session between a customer care agent and a customer.

13. The computer-implemented method of claim 9, wherein using the predetermined alert definition to create a custom alert definition includes creating a custom alert definition using an Extensible Markup Language (XML) format.

14. A computer-readable medium having computer-executable instructions contained therein for performing a method, the method comprising:

processing the information relating to a session between a user and a specified person to generate an event relating to a business-relevant situation for the session;

correlating the event to predetermined alert information, the predetermined alert information having one or more fields; and

creating a alert by populating the fields of the predetermined alert information with information particular to the specified person.

15. A computer-readable medium having computer-executable instructions contained therein for performing a method, the method comprising:

obtaining a predetermined alert definition associated with an event relating to a business-relevant situation for a session, the predetermined alert definition having one or more fields that are each associated with information particular to a specified person; and

using the predetermined alert definition to create a custom alert definition, wherein the creation includes;

adding text to the custom alert definition, the text relating to the session; and

selecting which of the fields are to be included within the custom alert definition.

16. A system for generating an alert from information relating to a session between a user and a specified person, the system comprising:

a business model operable to;

process the information relating to the session between the user and the specified person; and

generate an event relating to a business-relevant situation for the session; and

an alert modeler operatively coupled to the business model, the alert modeler operable to;

correlate the event to predetermined alert information, the predetermined alert information having one or more fields; and

create the alert by populating the fields of the predetermined alert information with information particular to the specified person.

17. The system of claim 16, wherein the alert is a navigable alert.

18. The system of claim 16, wherein the alert modeler is further operable to send the alert to a device for display purposes.

19. The system of claim 16, wherein the user is a customer care agent, and wherein the specified person is a customer.

20. An alert modeler for designing a custom alert for a session between a user and a specified person, the alert modeler comprising:

a first component operable to obtain a predetermined alert definition associated with an event relating to a business-relevant situation for the session, the predetermined alert definition having one or more fields that are each associated with information particular to the specified person; and

a second component operatively coupled to the first component, the second component operable to use the predetermined alert definition to create a custom alert definition, wherein the creation includes;

adding text to the custom alert definition, the text relating to the session; and

selecting which of the fields are to be included within the custom alert definition.

21. The alert modeler of claim 20, wherein the custom alert definition is a navigable alert definition.

22. The alert modeler of claim 20, wherein the user is a customer care agent, and wherein the specified person is a customer.

23. The alert modeler of claim 20, wherein the custom alert definition includes Extensible Markup Language (XML) information.