Remote Computer Diagnostic System and Method
First Claim
1. A tangible computer-readable medium having stored thereon, computer executable instructions that, if executed by a computing device, cause said computing device to perform the method comprising:
- receiving, at a service manager module, a request from a customer, wherein said request may be received by way of at least one of;
telephone, email, or Internet;
identifying, by said service manager module, said customer;
determining, by said service manager module, an urgency of said request; and
creating, by said service manager module, a service request based on at least one of;
a type of service related to said customer or a request type, wherein said service request is automatically entered into a service request queue based on at least one of;
said identity of customer or said urgency of said request type
1 Assignment
0 Petitions
Accused Products
Abstract
The system enables a call center to manage requests from remote computing clients for service. The system provides a number of software tools that allow technicians to perform routine maintenance and correct problems remotely. At the front-end, the system enables requests to be submitted by customers via various mediums, accesses a calendar to determine technician availability, determines the urgency of the request, and schedules an appropriate technician to address the reported problem. The system further includes tools that enable a technician to access a remote computing client to perform a number computer maintenance and diagnostics. Other tools enable the technician to correct problems that are detected through diagnostics. Calls to the call center are recorded and maintained in order to track pending issues and identify potential areas of improvement.
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Citations
20 Claims
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1. A tangible computer-readable medium having stored thereon, computer executable instructions that, if executed by a computing device, cause said computing device to perform the method comprising:
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receiving, at a service manager module, a request from a customer, wherein said request may be received by way of at least one of;
telephone, email, or Internet;identifying, by said service manager module, said customer; determining, by said service manager module, an urgency of said request; and creating, by said service manager module, a service request based on at least one of;
a type of service related to said customer or a request type, wherein said service request is automatically entered into a service request queue based on at least one of;
said identity of customer or said urgency of said request type - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for managing call center requests received from a remote client computer, said system including a service manager module configured to:
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receive a request from a customer, wherein said request may be received by way of at least one of;
telephone, email, or Internet;identify said customer; determine an urgency level of said request; and create a service request based on at least one of;
a type of service related to said customer or a request type, wherein said service request is automatically entered into a service request queue based on at least one of;
said identity of customer or said urgency of said request. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A system for managing call center requests received from a remote client computer, said system including:
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a system information interface, wherein said system information interface provides a technician with at least one of;
a software or hardware inventory for said remote client;an administrative tools interface, wherein said administrative shortcut interface provides a technician with navigation to administration resources to resolve problems associated with said remote client; a program administration interface, wherein said program administration interface enables a technician to at least one of;
add or remove programs from said client computer simultaneously;a task manager interface, wherein said task manager interface enables a technician to terminate multiple computing tasks on said client computer based on a single action; a system tuning interface, wherein said system tuning interface identifies system configuration changes that will enhance performance of said client computer; an error log interface, wherein said error log interface identifies errors related to said client computer that have been identified by a technician; a change log interface, wherein said change log interface identifies changes that have been made to at least one of;
software or hardware for said client computer; andan agent module, wherein said agent module is loaded onto a memory of said client computer, and wherein said agent module monitors performance of said client computer.
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Specification