NOTIFYING OF AN UNSCHEDULED SYSTEM INTERRUPTION REQUIRING MANUAL INTERVENTION AND ADJUSTING INTERRUPTION SPECIFICS REACTIVE TO USER FEEDBACK
First Claim
1. A method for adjusting unscheduled service interruptions based upon subscriber feedback comprising:
- identifying an unscheduled service interruption event for a functional element of a computing system requiring manual intervention on behalf of a human agent, wherein the manual intervention results in the functional element of the computing system being at least temporarily disabled;
determining a set of at least one subscriber potentially affected by the unscheduled service interruption event, wherein the at least one subscriber has previously requested to be notified of unscheduled service interruption events;
for each determined subscriber of the set, conveying an interactive electronic message via a notification system to each subscriber;
compiling responses received from the notification system to at least a portion of the conveyed interactive electronic messages into a summary, wherein the responses indicate whether an associated subscriber agrees to the manual intervention occurring at a near future time; and
presenting the compiled summary to the human agent, wherein the human agent is able to adjust specifics of the service interruption event requiring manual intervention based on the received responses.
1 Assignment
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Accused Products
Abstract
A service interruption event for a functional element of a computing system that requires manual intervention on behalf of a human agent can be identified. The manual intervention can result in the functional element being temporarily disabled. A set of subscribers, having previously requested notifications, can be determined as being potentially affected by the unscheduled service interruption event. An interactive electronic message can be conveyed via a notification system to each subscriber of the set. Responses received from the notification system to a portion of the interactive electronic messages can be compiled into a summary. The responses can indicate whether an associated subscriber agrees to the manual intervention occurring at a near future time. The compiled summary can be presented to the human agent. The human agent can then adjust the specifics of the unscheduled service interruption event requiring manual intervention based on the received responses.
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Citations
20 Claims
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1. A method for adjusting unscheduled service interruptions based upon subscriber feedback comprising:
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identifying an unscheduled service interruption event for a functional element of a computing system requiring manual intervention on behalf of a human agent, wherein the manual intervention results in the functional element of the computing system being at least temporarily disabled; determining a set of at least one subscriber potentially affected by the unscheduled service interruption event, wherein the at least one subscriber has previously requested to be notified of unscheduled service interruption events; for each determined subscriber of the set, conveying an interactive electronic message via a notification system to each subscriber; compiling responses received from the notification system to at least a portion of the conveyed interactive electronic messages into a summary, wherein the responses indicate whether an associated subscriber agrees to the manual intervention occurring at a near future time; and presenting the compiled summary to the human agent, wherein the human agent is able to adjust specifics of the service interruption event requiring manual intervention based on the received responses. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system for adjusting unscheduled service interruptions based upon subscriber feedback comprising:
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a plurality of service providers configured to provide at least one computing service to a plurality of subscribers, wherein each service provider and each computing service are functional elements of a computing system; a notification system configured to convey interactive electronic messages between the computing system and the plurality of subscribers; and a service interruption agent configured to utilize the notification system to solicit feedback messages for an unscheduled service interruption event that affects the computing system and requires intervention on behalf of a human agent from a subset of the plurality of subscribers determined as being potentially affected by the unscheduled service interruption event, wherein said feedback messages comprise at least one of an agreement to the unscheduled service interruption event and an objection to the unscheduled service interruption event. - View Dependent Claims (14, 15, 16, 17)
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18. A computer program product for adjusting service interruptions based upon subscriber feedback comprising a computer readable storage medium having computer usable program code embodied therewith, the computer usable program code comprising:
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computer usable program code configured to identify an unscheduled service interruption event for a functional element of a computing system requiring manual intervention on behalf of a human agent, wherein the manual intervention results in the functional element of the computing system being at least temporarily disabled; computer usable program code configured to determine a set of at least one subscriber potentially affected by the unscheduled service interruption event, wherein the at least one subscriber has previously requested to be notified of unscheduled service interruption events; computer usable program code configured to, for each determined subscriber of the set, convey an interactive electronic message via a notification system to each subscriber; computer usable program code configured to compile responses received from the notification system to at least a portion of the conveyed interactive electronic messages into a summary, wherein the responses indicate whether an associated subscriber agrees to the manual intervention occurring at a near future time; and computer usable program code configured to present the compiled summary to the human agent, wherein the human agent is able to adjust specifics of the unscheduled service interruption event requiring manual intervention based on the received responses. - View Dependent Claims (19, 20)
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Specification