Customer service support system

• US 20050060217A1
• Filed: 08/27/2004
• Published: 03/17/2005
• Est. Priority Date: 08/29/2003
• Status: Abandoned Application

• Current Assignee: Siemens Medical Solutions Health Services Corporation (Siemens AG)
• Original Assignee: Siemens Medical Solutions Health Services Corporation (Siemens AG)
• Inventors: Douglas, James, Antonini, Joe, Tatasciore, James, Bonnett, Raymond E.
• Application Number:
  US10/928,822
• Publication Number:
  US 20050060217A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task

Abstract

A system for processing data identifying issues including problems comprises an input processor, an issue processor, and a task scheduling processor. The input processor receives issue identification data identifying a type of issue to be processed. The issue processor parses the issue identification data, and associates a product category with the type of issue based on parsed issue identification data. The task scheduling processor assigns a worker to attend to the issue in response to the product category, and initiates generation of a record of the assignment.

Claims

1. A system for processing data identifying issues including problems, comprising:

an input processor for receiving issue identification data identifying a type of issue to be processed;

an issue processor for parsing said issue identification data and associating a product category with said issue based on parsed issue identification data; and

a task scheduling processor for assigning a worker to attend to said issue in response to said product category and for initiating generation of a record of said assignment.

2. A system according to claim 1, wherein

said issue processor associates an issue severity category with said issue based on parsed issue identification data, and

said task scheduling processor assigns a worker to attend to said issue in response to said product category and said severity category.

3. A system according to claim 2, wherein said task scheduling processor assigns a particular worker to attend to said issue in response to an indicator representing at least one of, (a) said issue severity category, (b) training of said particular worker. (c) experience of said particular worker, (d) skill of said particular worker, (e) a proficiency level of said particular worker, (f) a schedule of said particular worker. (g) credentials of said particular worker and (h) workload of said particular worker.

4. A system according to claim 2, wherein

said task scheduling processor assigns a particular worker to attend to said issue in response to an indicator representing at least one of, (a) seasonal workload variation, (b) a current time or date and (c) prior successful issue resolution metric of a particular worker.

5. A system according to claim 1, wherein

said task scheduling processor at least one of. (a) stores said generated record of said assignment in memory and (b) communicates said generated record of said assignment to a recipient.

6. A system according to claim 1, wherein

said task scheduling processor automatically updates a task schedule, indicating tasks said worker is responsible for, to indicate said worker is to attend to said issue.

7. A system according to claim 1, wherein

said issue identification data is provided by a customer, and

said issue identification data identifying a type of issue to be processed is received via a network from a customer and comprises data identifying at least one of, (a) a product name, (b) nature of a problem with said product, (c) a type of said product, (d) whether said issue is related to hardware or software, (e) a severity level of said issue, (f) a category identifying impact level on said customer, (g) existence of a warranty held by said customer and associated with said product, (h) a warranty type held by said customer and associated with said product and (i) existence of a service contract held by said customer and associated with said product.

8. A system according to claim 1, wherein

said task scheduling processor assigns a first group of workers to attend to said issue in response to said product category.

9. A system according to claim 8, wherein

said task scheduling processor re-assigns a worker from a second group to said first group in response to said product category.

10. A system for processing data identifying customer issues including problems comprising:

an input processor for receiving issue identification data identifying a type of issue to be processed;

an issue processor for parsing said issue identification data and associating a product category with said issue based on parsed issue identification data; and

a task scheduling processor for dynamically assigning one of a plurality of different workers to attend to said issue in response to said product category and in response at least one of a plurality of different factors and for initiating generation of a record of said assignment.

11. A system according to claim 10, wherein

said plurality of different factors comprise, (a) an indicator representing a number of issues requiring attention, (b) an indicator representing a change in a number of issues requiring attention, (c) an indicator representing a change in severity level of issues, (d) an indicator representing a change in time required to resolve issues, (e) an indicator representing change in skill level of at least one of said plurality of different workers and (f) an indicator representing a seasonal variation.

12. A system according to claim 10, wherein

said plurality of different factors comprise, (a) an indicator representing a change in number of customers and (b) an indicator representing a change in customer activity.

13. A system for dynamically assigning a worker to resolve a customer identified issue, comprising:

a repository containing issue identification data identifying a plurality of individual issues to be processed and associating a product category with an individual issue; and

a task scheduling processor for using said repository in dynamically assigning one of a plurality of different workers to attend to a particular issue in response 1O a product category associated with said particular issue and in response to at least one of,

(a) an indicator associated with a severity level of said particular issue, and

(b) an indicator associated with a proficiency level of a worker.

14. A system according to claim 13, wherein

said task scheduling processor dynamically assigns one of said plurality of different workers to attend to a particular issue in response to at least one of, (i) an indicator associated with a number of issues requiring attention, (ii) an indicator associated with time required to resolve issues and (iii) an indicator associated with seasonal work load variation.

15. A user interface system supporting processing data identifying issues including problems, comprising:

a repository containing issue identification data identifying a plurality of individual issues to be processed and associating a product category with an individual issue;

a task scheduling processor for assigning a worker to attend to an individual issue in response to an associated product category and for initiating generation of a record of said assignment; and

a display generator for initiating generation of data representing a display image presenting information identifying issues received for processing during a user selected time period, in response to user command.

16. A system according to claim 15, wherein

said repository associates an issue severity category with an individual issue, and

said task scheduling processor assigns a worker to attend to said issue in response to said product category and said severity category.

17. A system according to claim 16, wherein

said display generator initiates generation of data representing a display image presenting information identifying issues received for processing together with, at least one of, (a) associated issue severity category information, (b) information identifying a number of workers assigned to attend to said identified issues, (c) information identifying individual workers assigned to attend to said identified issues and (d) information identifying issues collated by associated product category.

18. A system according to claim 16, wherein

said display generator initiates generation of data representing a display image enabling a user to select at least one of. (a) automatic assignment of a worker to attend to an issue. (b) a prompt to a user to initiate assignment of a worker to attend to an issue, (c) a threshold comprising a number of issues for use in triggering issue reassignment and (d) frequency at which a report identifying worker workload is to be generated.

19. A system according to claim 16, wherein

said user selected time period comprises at least one of (a) a day, (b) a week and (c) a month.

20. A method for processing data identifying issues including problems, comprising the steps of:

receiving issue identification data identifying a type of issue to be processed;

parsing said issue identification data;

associating a product category with said issue based on parsed issue identification data;

assigning a worker to attend to said issue in response to said product category; and

initiating generation of a record of said assignment.