SYSTEM AND METHOD FOR TRACKING ALERTS

• US 20110087512A1
• Filed: 11/18/2010
• Published: 04/14/2011
• Est. Priority Date: 12/20/2005
• Status: Abandoned Application

• Current Assignee: Edward Wang, Muthukumar G. Kaundinya
• Original Assignee: Edward Wang, Muthukumar G. Kaundinya
• Inventors: Wang, Edward, Kaundinya, Muthukumar G.
• Application Number:
  US12/949,668
• Publication Number:
  US 20110087512A1
• Time in Patent Office: Days
• US Class Current: 705/7.15
• 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 method and apparatus for generating alerts which prompt a customer representative to initiate communications with a customer relative to the alert. Further provided is a tracking template which is provided to the customer representative, whereby the customer representative can easily provide an input through the tracking template which quickly identifies an action status relative to a given alert. A plurality of different types of alerts can be generated, and these different alerts can be given different priority levels corresponding to different levels of escalation within a management structure for an organization.

Claims

1-19. -19. (canceled)

20. A method comprising:

receiving a first set of alerts and a tracking template, wherein the first set of alerts is from a plurality of alerts, the plurality of alerts being automatically generated in response to a processing system analyzing, using one or more processors, customer data comprising customer account data, customer profile information, and market data; and

providing a first tracking template input to the processing system, wherein the first tracking template input corresponds to an action status for a first alert of the first set of alerts, wherein the processing system updates an alert tracking database to indicate the action status of the first alert based on the first tracking template input.

21. The method of claim 20 wherein the first set of alerts includes at least one high priority type of alert and wherein the processing system escalates the alert to a supervisor of the customer representative if it is determined no action has been taken for the high priority type of alert within a first time period.

22. The method of claim 20 wherein the processing system provides a second set of alerts from the plurality of alerts to a second customer representative, provides the second customer representative with the tracking template, receives a second tracking template input from the second customer representative, which corresponds to an action status for a second alert of the second set of alerts, and based on the second tracking template input from the second customer representative, updates the alert database to indicate the status of the second alert.

23. The method of claim 20 wherein the plurality of alerts includes a plurality of different sets of alerts, wherein each of the different sets of alerts corresponds to different sets of client account groups which are assigned to different customer representatives and the processing system generates a supervisor review page which shows an action status for each alert of the different sets of client account groups.

24. The method of claim 23 further comprising receiving a status action field, for each of a plurality alerts stored in the alert tracking database, with the status action field having one of a plurality of predetermined possible status conditions and wherein the tracking template provides for a plurality of possible status conditions and these possible status conditions correspond to the plurality of predetermined possible status conditions provided for in the alert tracking database.

25. The method of claim 20 wherein the tracking template provides a plurality of predetermined status conditions which a customer representative can select from to indicate an action status for a corresponding alert.

26. The method of claim 20, wherein the background information comprises data about the customer'"'"'s under performing portfolio.

27. The method of claim 20, wherein the background information comprises data about a liquidation of the customer'"'"'s portfolio value.

28. The method of claim 20, wherein the background information comprises data about a large deposit to the customer'"'"'s portfolio.

29. A method comprising:

receiving a customer representative alerts page showing a plurality of alerts for customer accounts which the customer representative is responsible for, and wherein the plurality of alerts are stored in an alerts database with alerts information comprising an action status for each of the plurality of different alerts, the plurality of alerts and alerts data being automatically generated in response to analysis of customer data comprising account data, customer profile information, and market data;

providing a selection of an alert on the customer representative alerts page;

receiving a tracking template which allows for input to the alerts database to update an action status for an alert shown on the customer representatives alerts page and wherein the processing system provides an alerts summary page to a supervisor who supervises multiple customer representatives, wherein the alerts summary page identifies a plurality of customer representatives supervised by the supervisor, and shows alerts which have been provided to each of the plurality of customer representatives, and shows a corresponding action status for each of the plurality of alerts.

30. The method of claim 29 further comprising:

providing a first status action input through the tracking template for a first alert in the customer representative alert page indicating that a change in a status action has occurred for the first alert, wherein the processing system updates an action status for the first alert in the alerts database in response to the first status action input;

receiving an updated customer representative alerts page to reflect the change in the status action for the first alert.

31. The method of claim 30 wherein the processing system updates the alerts summary page to reflect the change in status action for the first alert.

32. The method of claim 29 further including:

wherein the alerts included in the customer representative page includes at least a first level priority type of alert and a second level priority type of alert; and

wherein the alerts included in the summary alerts page include the first level priority type of alert, but do not include the second level priority type of alert.

33. The method of claim 29 wherein the tracking template includes a plurality of predetermined status action fields which update the status action for an alert.

34. The method of claim 33 wherein the plurality of predetermined status action fields includes at least the following status action fields:

a closed—

canceled status condition, a closed—

unsuccessful status condition, a closed—

no further action required status condition, and a closed—

opportunity created status condition.

35. The method of claim 29 wherein the alerts summary page includes a first table which identifies a plurality of customer representatives supervised by the supervisor, and shows an action status for each of a plurality of alerts which have been generated for each of the plurality of the customer representatives.

36. The method of claim 35 wherein the alerts summary page includes a second table which identifies the plurality of customer representatives and shows corresponding alerts generated for each of the plurality of customer representatives.

37. A system comprising:

a non-transitory computer readable medium comprising computer readable program code embodied therein; and

a processor that can read the non-transitory computer readable medium to execute the computer readable program code to implement a method comprising;

receiving a first set of alerts and a tracking template, wherein the first set of alerts is from a plurality of alerts, the plurality of alerts being automatically generated in response to a processing system analyzing, using one or more processors, customer data comprising customer account data, customer profile information, and market data; and

providing a first tracking template input to the processing system, wherein the first tracking template input corresponds to an action status for a first alert of the first set of alerts, wherein the processing system updates an alert tracking database to indicate the action status of the first alert based on the first tracking template input.

38. The method of claim 37 wherein the first set of alerts includes at least one high priority type of alert and wherein the processing system escalates the alert to a supervisor of the customer representative if it is determined no action has been taken for the high priority type of alert within a first time period.

39. The method of claim 37 wherein the processing system provides a second set of alerts from the plurality of alerts to a second customer representative, provides the second customer representative with the tracking template, receives a second tracking template input from the second customer representative, which corresponds to an action status for a second alert of the second set of alerts, and based on the second tracking template input from the second customer representative, updates the alert database to indicate the status of the second alert.

40. In a computer network a method for utilization and tracking of alerts, the method comprising:

analyzing, using one or more processors, customer data;

and automatically generating a plurality of alerts in response to the analyzing customer data;

providing a first set of alerts from the plurality of alerts to a first customer representative;

providing the first customer representative with a tracking template;

receiving a first tracking template input from the first customer representative, wherein the first tracking template input corresponds to an action status for a first alert of the first set of alerts; and

based on the first tracking template input, updating an alert tracking database to indicate the action status of the first alert.

41. The method of claim 40 further including:

wherein the first set of alerts includes at least one high priority type of alert;

determining if no action has been taken by the customer representative for the high priority type of alert within a first time period; and

escalating the alert to a supervisor of the customer representative if it is determined that no action has been taken within the first time period.

42. The method of claim 40 further including:

providing a second set of alerts from the plurality of alerts to a second customer representative;

providing the second customer representative with the tracking template;

receiving a second tracking template input from the second customer representative, which corresponds to an action status for a second alert of the second set of alerts;

and based on the second tracking template input from the second customer representative, updating the alert database to indicate the status of the second alert.

43. The method of claim 40 further including:

wherein the plurality of alerts includes a plurality of different sets of alerts, wherein each of the different sets of alerts corresponds to different sets of client account groups which are assigned to different customer representatives; and

generating a supervisor review page which shows an action status for each alert of the different sets of client account groups.