MULTIPLE SIMULTANEOUS SESSION SUPPORT BY A REMOTE TECHNICIAN

• US 20110202380A1
• Filed: 02/15/2010
• Published: 08/18/2011
• Est. Priority Date: 02/15/2010
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: VERA, Roy, DUFFY, Michael P., LAMMING, Frederick T., TUGGLE, Colin M.
• Granted Patent: US 8,386,289 B2
• Time in Patent Office: Days
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/1097 Task assignment

Abstract

In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.

Claims

1. A method for providing technical support service for a plurality of user devices, the method comprising:

receiving, by a technical support controller from a remote technician workstation, an indication of a maximum number of support sessions to be simultaneously serviced by a remote technician;

receiving, by the technical support controller, a service request for an end user device of the plurality of end user devices;

determining, by the technical support controller, whether processing of the service request by the remote technician would cause a number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions; and

when processing of the service request by the remote technician would not cause the number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions, adding, by the technical support controller, the service request to a work queue associated with the remote technician.

2. The method of claim 1, further comprising:

classifying, by the technical support controller, the service request into a category of a plurality of work categories; and

determining, by the technical support controller, that the remote technician is associated with the category.

3. The method of claim 2, wherein each of the plurality of categories corresponds to a separate skill level of remote technicians.

4. The method of claim 1, further comprising:

sending, by the technical support controller to the remote technician workstation, an indication that the service request has been added to the work queue.

5. The method of claim 1, further comprising:

adding, by the technical support controller, the service request to a preliminary queue;

providing, by the technical support controller to the remote technician workstation, information regarding service requests in the preliminary queue; and

receiving, by the technical support controller from the remote technician workstation responsive to the information regarding the service requests in the preliminary queue, selection information corresponding to the service request,

wherein adding the service request to the work queue further comprises removing the service request from the preliminary queue and adding the service request to the work queue responsive to the selection information.

6. An apparatus for providing technical support service for a plurality of user devices, comprising:

a processor; and

a storage device, operatively connected to the processor, having stored thereon instructions that, when executed by the processor, cause the processor to;

receive, from a remote technician workstation, an indication of a maximum number of support sessions to be simultaneously serviced by a remote technician;

receive a service request for an end user device of the plurality of end user devices;

determine whether processing of the service request by the remote technician would cause a number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions; and

when processing of the service request by the remote technician would not cause the number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions, add the service request to a work queue associated with the remote technician.

7. The apparatus of claim 6, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

classify the service request into a category of a plurality of work categories; and

determine that the remote technician is associated with the category.

8. The apparatus of claim 7, wherein each of the plurality of categories corresponds to a separate skill level of remote technicians.

9. The apparatus of claim 6, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

send, to the remote technician workstation, an indication that the service request has been added to the work queue.

10. The apparatus of claim 6, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

add the service request to a preliminary queue;

provide, to the remote technician workstation, information regarding service requests in the preliminary queue; and

receive, from the remote technician workstation responsive to the information regarding the service requests in the preliminary queue, selection information corresponding to the service request,

wherein those instructions that, when executed, cause the processor to add the service request to the work queue are further operative to remove the service request from the preliminary queue and add the service request to the work queue responsive to the selection information.

11. A system for providing technical support service for a plurality of user devices, the system comprising:

a remote technician workstation operable to receive, from a remote technician, an indication of a maximum number of support sessions to be simultaneously serviced by the remote technician; and

a technical support controller, operatively connected to the remote technician workstation, operable to receive the indication of a maximum number of support sessions from the remote technician workstation and to receive a service request for an end user device of the plurality of end user devices, the technical support controller further operable to determine whether processing of the service request by the remote technician would cause a number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions and, when processing of the service request by the remote technician would not cause the number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions, to add the service request to a work queue associated with the remote technician.

12. The system of claim 11, wherein the technical support controller is further operable to classify the service request into a category of a plurality of work categories and determine that the remote technician is associated with the category.

13. The system of claim 12, wherein each of the plurality of categories corresponds to a separate skill level of remote technicians.

14. The system of claim 11, wherein the technical support controller is further operative to send, to the remote technician workstation, an indication that the service request has been added to the work queue.

15. The system of claim 11, wherein the technical support controller is further operative to add the service request to a preliminary queue, to provide, to the remote technician workstation, information regarding service requests in the preliminary queue, to receive, from the remote technician workstation responsive to the information regarding the service requests in the preliminary queue, selection information corresponding to the service request and, responsive to the selection information, to remove the service request from the preliminary queue and add the service request to the work queue.