Displaying monitored information in an email response management system

• US 20060053199A1
• Filed: 09/03/2004
• Published: 03/09/2006
• Est. Priority Date: 09/03/2004
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: SAP AG (SAP SE)
• Inventors: Pricken, Thorsten, Zhou, Yufeng
• Application Number:
  US10/934,671
• Publication Number:
  US 20060053199A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]

Abstract

One implementation provides a method to provide a display of electronic mail (email) message volume information in a graphical user interface (GUI) within a system that receives incoming email messages. The method includes providing first email message volume information for display in the GUI, the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages. The method further includes providing second email message volume information for display in the GUI, the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages manually.

Claims

1. In a system that receives incoming electronic mail (email) messages, a method to provide a display of email message volume information in a graphical user interface (GUI), the method comprising:

providing first email message volume information for display in the GUI, the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages; and

providing second email message volume information for display in the GUI, the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages manually.

2. The method of claim 1, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages in a predefined time period; and

the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages in the predefined time period.

3. The method of claim 2, wherein the predefined time period comprises a twenty-four hour time period.

4. The method of claim 2, wherein the method comprises providing the second email message volume information for at least one organizational unit defined within the system, each organizational unit being associated with at least one human agent.

5. The method of claim 2, wherein the method comprises providing the second email message volume information for multiple human agents, and wherein the second email message volume information specifies numbers of instances in which each of the multiple human agents has performed the specific action-when handling incoming email messages during the predefined time period.

6. The method of claim 1, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages that each contain content in a specific language; and

the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages that each contain content in the specific language.

7. The method of claim 6, wherein the second email message volume information specifying a second number of instances in which a human agent belonging to a specific organizational unit has performed the specific action when processing incoming email messages that each contain content in the specific language, the specific organizational unit being associated with at least one human agent who is proficient in the specific language.

8. The method of claim 1, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, deleted a first group of incoming email messages;

the second email message volume information specifying a second number of instances in which a human agent has deleted a second group of incoming email messages; and

the first group of incoming email messages being distinct from the second group of incoming email messages.

9. The method of claim 1, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, prepared responses to a first group of incoming email messages;

the second email message volume information specifying a second number of instances in which a human agent has prepared responses to a second group of incoming email messages; and

the first group of incoming email messages being distinct from the second group of incoming email messages.

10. The method of claim 1, wherein the first email message volume information specifies the first number of instances in which the system has, without human intervention, performed the specific action when processing incoming email messages by using a rule-based engine and a set of message content-analysis rules.

11. The method of claim 1, further comprising:

displaying the first email message volume information in the GUI; and

displaying the second email message volume information in the GUI.

12. The method of claim 11, wherein the first email message volume information is displayed in spatial relation within the GUI to the second email message volume information.

13. A computer program product tangibly embodied in an information carrier, the computer program product including instructions that, when executed, perform a method to provide a display of electronic mail (email) message volume information in a graphical user interface (GUI) within a system that processes incoming email messages, the method comprising:

providing first email message volume information for display in the GUI, the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages; and

providing second email message volume information for display in the GUI, the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages.

14. The computer program product of claim 13, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages in a predefined time period; and

the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages in the predefined time period.

15. The computer program product of claim 14, wherein the predefined time period comprises a twenty-four hour time period.

16. The computer program product of claim 14, wherein the method comprises providing the second email message volume information for at least one organizational unit defined within the system, each organizational unit being associated with at least one human agent.

17. The computer program product of claim 14, wherein the method comprises providing the second email message volume information for multiple human agents, and wherein the second email message volume information specifies numbers of instances in which each of the multiple human agents has performed the specific action when handling incoming email messages during the predefined time period.

18. The computer program product of claim 13, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages that each contain content in a specific language; and

the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages that each contain content in the specific language.

19. The computer program product of claim 18, wherein the second email message volume information specifying a second number of instances in which a human agent belonging to a specific organizational unit has performed the specific action when processing incoming email messages that each contain content in the specific language, the specific organizational unit being associated with at least one human agent who is proficient in the specific language.

20. The computer program product of claim 13, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, deleted a first group of incoming email messages;

the second email message volume information specifying a second number of instances in which a human agent has deleted a second group of incoming email messages; and

the first group of incoming email messages being distinct from the second group of incoming email messages.

21. The computer program product of claim 13, wherein:

the first email message volume information specifying a first number of instances in which the system has, without human intervention, prepared responses to a first group of incoming email messages;

the second email message volume information specifying a second number of instances in which a human agent has prepared responses to a second group of incoming email messages; and

the first group of incoming email messages being distinct from the second group of incoming email messages.

22. The computer program product of claim 13, wherein the first email message volume information specifies the first number of instances in which the system has, without human intervention, performed the specific action when processing incoming email messages by using a rule-based engine and a set of message content-analysis rules.

23. The computer program product of claim 13, wherein the method further comprises:

displaying the first email message volume information in the GUI; and

displaying the second email message volume information in the GUI.

24. The computer program product of claim 23, wherein the first email message volume information is displayed in spatial relation within the GUI to the second email message volume information.

25. A computer program product tangibly embodied in an information carrier, the computer program product including instructions that, when executed, provide electronic mail (email) volume information for display in a graphical user interface (GUI) within a system that processes incoming email messages, wherein the GUI comprises:

a first display area that provides first email message volume information for display in the GUI, the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages; and

a second display area that provides second email message volume information for display in the GUI, the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages.