System and method for computer-aided technician dispatch and communication

• US 20050094772A1
• Filed: 12/16/2004
• Published: 05/05/2005
• Est. Priority Date: 08/28/1997
• Status: Active Grant

• Current Assignee: CSG Systems Incorporated (CSG Systems International Incorporated)
• Original Assignee: CSG Systems Incorporated (CSG Systems International Incorporated)
• Inventors: Weber, Emery J., Harrison, Clifford A., Bush, Phillip M.
• Granted Patent: US 7,725,344 B2
• Time in Patent Office: Days
• US Class Current: 379/9.03
• 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 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

A system and method for computer aided technician dispatch and communication are disclosed. The system comprises a communications system linking a plurality of subscribers, a team of technicians, a service representative, and a user; an input terminal (100) for receiving information, the information comprising service request information from the plurality of subscribers (116), and work order information from the team of technicians (110), a server (116) coupled to the input terminals for processing the information and generating a graphical representation of the information, and , a display (104) for receiving the graphical representation and presenting the graphical representation to a user (112). A method for computer aided technician dispatch and communication comprises five steps. Those steps are (1) communicating with a plurality of subscribers and team of technicians; (2) receiving information, the information comprising service request information from the subscriber and work order information from the team of technicians, (3) entering the information in an input terminal, the input terminal coupled to a server; (4) processing the information, the processing resulting in a graphical representation of the information; and (5) displaying the graphical representation to a user.

Claims

1. A method for automatically assigning technicians to a plurality of unassigned work orders, comprising:

creating a list comprised of the plurality of unassigned work orders;

determining a number of technicians that are qualified to complete each of the plurality of unassigned work orders in the list;

grouping the plurality of unassigned work orders in the list as a function of the number of technicians determined to be qualified to complete each of the plurality of unassigned work orders;

ordering each group of unassigned work orders as a function of an estimated time to complete a respective work order within the group; and

producing a displayable set of technician assignments using the grouping and ordering of the unassigned work orders and time availability of the technicians to assign technicians to the plurality of unassigned work orders.

2. The method as recited in claim 1, further comprising the step of displaying to a user any unassigned work order not having at least one qualified technician.

3. The method as recited in claim 1, further comprising the step of additionally using a calculated distance between an unassigned work order and at least one predetermined location when assigning technicians to the plurality of unassigned work orders.

4. The method as recited in claim 1, further comprising the steps of assigning a number of points to each of the plurality of unassigned work orders in the list to indicate a perceived difficulty and using the points in the step of determining the number of technicians that are qualified to complete each of the plurality of unassigned work orders in the list.

5. The method as recited in claim 4, further comprising the step of using the points to determine time of availability of the technicians.

6. The method as recited in claim 1, further comprising the step of displaying a graphical representation of a status of each of the unassigned work orders in the list.

7. The method as recited in claim 1, further comprising the step of creating the list comprised of the plurality of unassigned work orders over a predetermined time period.

8. The method as recited in claim 7, wherein the predetermined time period comprises a day.

9. A computer-readable medium having instructions for automatically assigning technicians to a plurality of unassigned work orders, the instructions performing steps comprising:

creating a list comprised of the plurality of unassigned work orders;

determining a number of technicians that are qualified to complete each of the plurality of unassigned work orders in the list;

grouping the plurality of unassigned work orders in the list as a function of the number of technicians determined to be qualified to complete each of the plurality of unassigned work orders;

ordering each group of unassigned work orders as a function of an estimated time to complete a respective work order within the group; and

using the grouping and ordering of the unassigned work orders and time availability of the technicians to assign technicians to the plurality of unassigned work orders.

10. The computer-readable medium as recited in claim 9, wherein the instructions perform the further step of displaying to a user any unassigned work order not having at least one qualified technician.

11. The computer-readable medium as recited in claim 9, wherein the instructions perform the further step of additionally using a calculated distance between an unassigned work order and at least one predetermined location when assigning technicians to the plurality of unassigned work orders.

12. The computer-readable medium as recited in claim 9, wherein the instructions perform the further steps of assigning a number of points to each of the plurality of unassigned work orders in the list to indicate a perceived difficulty and using the points in the step of determining the number of technicians that are qualified to complete each of the plurality of unassigned work orders in the list.

13. The computer-readable medium as recited in claim 12, wherein the instructions further perform the step of using the points to determine time of availability of the technicians.

14. The computer-readable medium as recited in claim 9, wherein the instructions perform the further step of displaying a graphical representation of a status of each of the unassigned work orders in the list.

15. The computer-readable medium as recited in claim 9, further comprising the step of creating the list comprised of the plurality of unassigned work orders over a predetermined time period.

16. The computer-readable medium as recited in claim 15, wherein the predetermined time period comprises a day.