WORKFLOW MANAGEMENT IN A GLOBAL SUPPORT ORGANIZATION
First Claim
1. A method comprising:
- determining a problem ticket for a customer, wherein the problem ticket indicates a problem and information about the customer;
searching a set of one or more customer support personnel databases based, at least in part, on the problem, a first customer support level, and the information about the customer, wherein said searching yields a first support person of the first customer support level;
routing the problem ticket to the first support person;
searching the set of one or more customer support personnel databases based, at least in part, on the problem, a second customer support level, and the information about the customer, wherein said searching yields a second support person of the second support level, wherein the second customer support level corresponds to a greater amount of one or more of skills, knowledge, and experience; and
routing the problem ticket to the second support person when the first support person fails to resolve the problem.
1 Assignment
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Accused Products
Abstract
Customer support involves multiple levels of support, where customer support personnel at higher levels have more experience and a higher cost associated with their services. A random assignment of support personnel to a problem, at lower levels, can lead to multiple call transfers, a customer being put “on hold”, ineffective resource utilization, and high service costs being billed to customers. Functionality can be implemented to assign a support person to resolve the customer'"'"'s problem based on a multi-dimensional dynamic social network database of resources (e.g., personnel experience, success rate, skill set, social network, etc.) which allows for efficient assignment of support personnel to a problem. Routing a customer call to the most appropriate support person at a given level before determining support personnel at higher levels can ensure optimization in terms of return on investment and resource utilization. Optimally selecting and assigning support personnel can also ensure customer satisfaction.
36 Citations
25 Claims
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1. A method comprising:
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determining a problem ticket for a customer, wherein the problem ticket indicates a problem and information about the customer; searching a set of one or more customer support personnel databases based, at least in part, on the problem, a first customer support level, and the information about the customer, wherein said searching yields a first support person of the first customer support level; routing the problem ticket to the first support person; searching the set of one or more customer support personnel databases based, at least in part, on the problem, a second customer support level, and the information about the customer, wherein said searching yields a second support person of the second support level, wherein the second customer support level corresponds to a greater amount of one or more of skills, knowledge, and experience; and routing the problem ticket to the second support person when the first support person fails to resolve the problem. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method comprising:
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determining a problem ticket for a customer, wherein the problem ticket indicates a problem and information about the customer; searching a set of one or more customer support personnel databases based, at least in part, on the problem, a first customer support level, and the information about the customer, wherein said searching yields a plurality of support persons of the first customer support level; searching a dynamic social network database based, at least in part on the information about the customer, the problem, and indications of the plurality of support persons of the first customer support level, wherein said searching yields a first of the plurality of support persons; and routing the problem ticket to the first of the plurality of support persons. - View Dependent Claims (8, 9, 10)
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11. One or more machine-readable media having stored therein a program product, which when executed a set of one or more processors causes the set of one or more processors to perform operations that comprise:
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determining a problem ticket for a customer, wherein the problem ticket indicates a problem and information about the customer; searching a set of one or more customer support personnel databases based, at least in part, on the problem, a first customer support level, and the information about the customer, wherein said searching yields a first support person of the first customer support level; routing the problem ticket to the first support person; searching the set of one or more customer support personnel databases based, at least in part, on the problem, a second customer support level, and the information about the customer, wherein said searching yields a second support person of the second support level, wherein the second customer support level corresponds to a greater amount of one or more of skills, knowledge, and experience; and routing the problem ticket to the second support person when the first support person fails to resolve the problem. - View Dependent Claims (12, 13, 14, 15, 16)
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17. One or more machine-readable media, wherein the operations comprise:
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determining a problem ticket for a customer, wherein the problem ticket indicates a problem and information about the customer; searching a set of one or more customer support personnel databases based, at least in part, on the problem, a first customer support level, and the information about the customer, wherein said searching yields a plurality of support persons of the first customer support level; searching a dynamic social network database based, at least in part on the information about the customer, the problem, and indications of the plurality of support persons of the first customer support level, wherein said searching yields a first of the plurality of support persons; and routing the problem ticket to the first of the plurality of support persons. - View Dependent Claims (18, 19, 20)
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21. An apparatus comprising:
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a set of one or more processors; a memory unit coupled with the set of one or more processors; and an automated resource selection and allocation engine operable to; determine a problem ticket for a customer, wherein the problem ticket indicates a problem and information about the customer; search a set of one or more customer support personnel databases based, at least in part, on the problem, a first customer support level, and the information about the customer, wherein the search yields a first support person of the first customer support level; route the problem ticket to the first support person; search the set of one or more customer support personnel databases based, at least in part, on the problem, a second customer support level, and the information about the customer, wherein the search yields a second support person of the second support level, wherein the second customer support level corresponds to a greater amount of one or more of skills, knowledge, and experience; and route the problem ticket to the second support person when the first support person fails to resolve the problem. - View Dependent Claims (22, 23, 24, 25)
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Specification