APPLYING GAMIFICATION TECHNIQUES TO PROCESS INCIDENTS

• US 20130324201A1
• Filed: 06/01/2012
• Published: 12/05/2013
• Est. Priority Date: 06/01/2012
• Status: Abandoned Application

• Current Assignee: SAP SE
• Original Assignee: SAP SE
• Inventors: Eberlein, Peter, Said, Bare
• Application Number:
  US13/486,791
• Publication Number:
  US 20130324201A1
• Time in Patent Office: Days
• US Class Current: 463/7
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group

Abstract

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium for applying gamification techniques to process incidents. A gamification environment to process service incidents received at a service management computer system is developed based on skills of service incident processors who process service incidents and a respective level for each incident processor'"'"'s skill. The gamification environment is provided to process service incidents received at the service management computer system from, for example, a customer organization. When a service incident is received, tasks to be performed to resolve the incident and one or more service incident processors who possess the skill at the level to perform the tasks are identified. The service incident is identified to the identified processors who resolve the incident. Once resolved, one or more of the identified incident processors are assigned a credit determined based on the service incident.

Claims

1. A computer-implemented method performed by one or more data processing apparatus to apply gamification techniques to process incidents, the method comprising:

receiving, at a service management computer system that implements a gamification environment to process service incidents, a service incident including a plurality of words that collectively describe an incident;

identifying from the plurality of words, one or more skills and, for each of the one or more skills, a level of the one or more skills needed to process the service incident;

determining, from the service incident, a plurality of tasks to be performed to resolve the service incident, wherein each task is associated with a skill and a level;

identifying, using the gamification environment, a plurality of service incident processors to perform the plurality of tasks, wherein each of the service incident processors is associated with a respective skill and a respective level to perform at least one of the plurality of tasks; and

assigning, at the service management computer system, the plurality of tasks to the plurality of service incident processors.

2. The method of claim 1, wherein identifying the one or more skills needed to process the service incident comprises:

accessing the gamification environment that stores a plurality of skills and a plurality of levels associated with the plurality of service incident processors; and

retrieving the one or more skills from the gamification environment.

3. The method of claim 2, wherein the gamification environment includes a computer-readable storage medium that stores a plurality of parameters based on which the service incident is to be processed, and wherein identifying the plurality of service incident processors further comprises identifying the plurality of service incident processors who can process the service incident to satisfy the plurality of parameters.

4. The method of claim 3, wherein the plurality of parameters includes a minimum time to process the service incident and a maximum time to process the service incident, and wherein identifying the plurality of service incident processors comprises identifying the plurality of service incident processors who can collectively process the service incident within the minimum time and the maximum time.

5. The method of claim 1, wherein the service incident includes one or more items of data, and wherein identifying the one or more skills and, for each of the one or more skills, the level of the one or more skills comprises identifying the one or more skills based on the plurality of words and the one or more items of data.

6. The method of claim 1, further comprising:

receiving a notification that the service incident has been processed;

assigning a credit to each of the plurality of service incident processors that is based on operations performed by each of the plurality of service incident processors to process the service incident; and

updating the gamification environment based on the assigned credit.

7. The method of claim 6, wherein assigning the credit to each of the plurality of service incident processors comprises:

determining a value for resolving the service incident; and

distributing the value among each of the plurality of service incident processors based on a distribution that represents contributions by the plurality of service incident processors to resolving the service incident.

8. A non-transitory computer-readable medium storing computer program instructions executable by one or more data processing apparatus to perform operations comprising:

identifying, at a service management computer system, a plurality of values that correspond to a plurality of parameters based on which service incidents are to be processed;

identifying, at the service management computer system, data describing a plurality of service incident processors to process the service incidents;

developing a gamification environment to process the service incidents, wherein the developing comprises;

from the data describing the plurality of service incident processors and for each service incident processor;

determining, at the service management computer system, one or more skills of a respective service incident processor, and

determining, at the service management computer system, a respective level for each of the one or more skills of the respective service incident processor;

storing, at the service management computer system, the gamification environment that includes one or more skills for each of the plurality of service incident processors, respective levels of skills for each of the one or more skills, the plurality of parameters, and the plurality of values in a computer-readable storage medium; and

providing the gamification environment to process a service incident received at the service management computer system.

9. The medium of claim 8, wherein the plurality of parameters includes at least one of a maximum time to process a service incident, a minimum time to process a service incident, or both, and wherein developing the gamification environment comprises identifying one or more service incident processors who can service at least a portion of a service incident within the maximum time and the minimum time.

10. The medium of claim 9, wherein the plurality of values includes at least one of a maximum value for the maximum time or a minimum value for the minimum time, or both.

11. The medium of claim 8, wherein the data describing the plurality of service incident processors includes a number of service incident processors, a skill and a level of the skill of each service incident processor.

12. The medium of claim 11, wherein developing the gamification environment comprises:

identifying two or more service incident processors that share a common skill;

arranging the two or more service incident processors in a hierarchy according to the common skill; and

storing the hierarchy in the computer-readable storage medium.

13. The medium of claim 8, wherein providing the gamification environment to process the service incident comprises:

receiving the service incident from a computer system over a network that connects the computer system and the service management system;

identifying one or more skills and a level for each of the one or more skills needed to process the service incident while satisfying the plurality of parameters;

identifying one or more service incident processors that possess the one or more skills at the level for each of the one or more skills; and

assigning the service incident to the identified one or more service incident processors.

14. The medium of claim 13, wherein the operations further comprise:

receiving a notification that the service incident has been processed;

assigning a credit to each of the one or more service incident processors that depends on the one or more skills and the level for each of the one or more skills of each of the one or more service incident processors; and

updating the gamification environment based on the assigned credit.

15. A system to apply gamification techniques to process incidents, the system comprising:

one or more data processing apparatus; and

a computer-readable storage medium storing computer program instructions executable by data processing apparatus to perform operations comprising;

receiving a service incident including a plurality of words that collectively describe an incident;

identifying from the plurality of words, one or more skills and, for each of the one or more skills, a level of the one or more skills needed to process the service incident;

determining, from the service incident, a plurality of tasks to be performed to resolve the service incident, wherein each task is associated with a skill and a level;

identifying, using the gamification environment, a plurality of service incident processors to perform the plurality of tasks, wherein each of the service incident processors is associated with a respective skill and a respective level to perform at least one of the plurality of tasks; and

assigning the plurality of tasks to the plurality of service incident processors.

16. The system of claim 15, wherein identifying the one or more skills needed to process the service incident comprises:

accessing the gamification environment that stores a plurality of skills and a plurality of levels associated with the plurality of service incident processors; and

retrieving the one or more skills from the gamification environment.

17. The system of claim 16, wherein the gamification environment includes a computer-readable storage medium that stores a plurality of parameters based on which the service incident is to be processed, and wherein identifying the plurality of service incident processors further comprises identifying the plurality of service incident processors who can process the service incident to satisfy the plurality of parameters.

18. The system of claim 17, wherein the plurality of parameters includes a minimum time to process the service incident and a maximum time to process the service incident, and wherein identifying the plurality of service incident processors comprises identifying the plurality of service incident processors who can collectively process the service incident within the minimum time and the maximum time.

19. The system of claim 15, wherein the service incident includes one or more items of data, and wherein identifying the one or more skills and, for each of the one or more skills, the level of the one or more skills comprises identifying the one or more skills based on the plurality of words and the one or more items of data.

20. The system of claim 15, the operations further comprising:

receiving a notification that the service incident has been processed;

assigning a credit to each of the plurality of service incident processors that is based on operations performed by each of the plurality of service incident processors to process the service incident; and

updating the gamification environment based on the assigned credit.