System and method for tracking communications

• US 20090144106A1
• Filed: 11/30/2007
• Published: 06/04/2009
• Est. Priority Date: 11/30/2007
• Status: Active Grant

• Current Assignee: CenturyLink Intellectual Property LLC (Lumen Technologies, Inc.)
• Original Assignee: Embarq Holdings Company LLC (Lumen Technologies, Inc.)
• Inventors: Heinz, John W., Shoats, Melvin L.
• Granted Patent: US 8,799,045 B2
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group

Abstract

A system and method for monitoring operations within an organization may include a database configured to store information representative of communication history between first employees and service provider employees within the organization. The database may include at least one parameter indicative of a purpose for each communication between the employees. A computing system may be in communication with the database and be configured to execute software for enabling the service provider employees to enter information associated with the communications and for generating reports that include statistics associated with the at least one parameter indicative of a purpose for a communication.

Claims

1. A system for monitoring operations within an organization, said system comprising:

a database configured to store information representative of communication history between first employees and service provider employees within an organization, said database including at least one parameter indicative of a purpose for each communication between the employees; and

a computing system in communication with said database and configured to execute software for enabling the service provider employees to enter information associated with the communications and for generating reports that include statistics associated with the at least one parameter indicative of a purpose for a communication.

2. The system according to claim 1, wherein said database is configured to enable the service provider employees to receive and enter information associated with functions performed by a service provider department within the organization.

3. The system according to claim 1, wherein the at least one parameter includes a pre-designated code associated with the purpose of an associated communication.

4. The system according to claim 1, wherein the software is further configured to display real-time information of a status of the service provider employees.

5. The system according to claim 4, wherein the software enables the service provider employees to enter information to be displayed to other service provider employees utilizing the software to determine current status of other service provider employees.

6. The system according to claim 1, wherein said database includes a telephone number parameter, wherein each communication record is related to a telephone number for which corrective action is to be performed.

7. The system according to claim 1, wherein at least one report includes percentages of communications from different departments within the organization.

8. The system according to claim 1, wherein said database includes a resolution code parameter indicative of how the communications are resolved.

9. The system according to claim 1, wherein the at least one parameter includes service request codes.

15. The method according to claim 1, wherein storing the at least one parameter includes storing a telephone number parameter, wherein each communication record is related to a telephone number for which corrective action is a database is to be performed.

10. A method for monitoring operations within an organization, said system comprising:

storing information representative of communication history between first employees and service provider employees within an organization, the information including at least one parameter indicative of a purpose for the communications between the employees;

enabling the service provider employees to enter information associated with the communications; and

generating reports that include statistics associated with the at least one parameter indicative of a purpose for a communication.

11. The method according to claim 10, further comprising enabling the service provider employees to receive and enter information associated with functions performed by a service provider department within the organization.

12. The method according to claim 10, wherein storing the at least one parameter includes storing a code parameter associated with the purpose of an associated communication.

13. The method according to claim 10, further comprising displaying real-time information associated with the status of the service provider employees.

14. The method according to claim 13, further comprising enabling the service provider employees to enter information to be displayed to other service provider employees.

16. The method according to claim 10, wherein generating at least one report includes generating percentages of communications from different departments within the organization.

17. The method according to claim 10, further comprising storing a resolution code parameter indicative of how the communications are resolved.

18. The method according to claim 10, further comprising:

aggregating the information associated with the communications; and

determining whether the aggregated information is indicative of a problem affecting more than one first employees.