TECHNIQUES FOR HELP DESK MANAGEMENT

• US 20140156357A1
• Filed: 02/07/2014
• Published: 06/05/2014
• Est. Priority Date: 10/28/2008
• Status: Abandoned Application

• Current Assignee: Micro Focus Software, Inc. (Open Text Corporation)
• Original Assignee: Novell Incorporated (Open Text Corporation)
• Inventors: Green, Tammy Anita, Carter, Stephen R., Isaacson, Scott Alan, Anderson, Eric W. B.
• Application Number:
  US14/175,485
• Publication Number:
  US 20140156357A1
• Time in Patent Office: Days
• US Class Current: 705/7.41
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

Techniques for help desk management are provided. A user'"'"'s experience with a resource is captured via a rating. The rating is recorded along with other metrics associated with a processing environment of the user and proactive action taken in response to configuration or performance problems with the user.

Claims

1. (canceled)

2. A method, comprising:

collecting, by a processor, ratings assigned by users for their experience with a resource;

obtaining, by the processor, other metrics when collecting the ratings, one or more of the other metrics are obtained with each rating and are associated with a different processing environment for a different user;

correlating, by the processor, the ratings with the other metrics to identify one of;

a performance problem and a configuration problem with the resource; and

alerting, by the processor, a help desk to the problem.

8. The method of claim 8, wherein alerting further includes increasing priority for the help desk to remedy the problem when one or more of the users are identified as high-priority users.

3. The method of claim 8, wherein collecting further includes collecting at least some ratings via active solicitation and other ratings via user-initiated actions.

4. The method of claim 8, wherein collecting further includes identifying the resource as a portable and wireless device or system.

5. The method of claim 8, wherein correlating further includes analyzing comments associated with one or more of the ratings and the other metrics to assist in identifying the problem.

7. The method of claim 8, wherein correlation further includes deriving a particular correlation in response to changes in historical data.

9. The method of claim 8, wherein alerting further includes providing feedback to one or more of the users, wherein the feedback is an automated presentation providing summary totals for the ratings, identification of the problem, and/or a current status for addressing the problem by the help desk.

10. A method, comprising:

receiving, by a processor, a rating associated with a resource, the rating associated with a user that interacts with the resource;

identifying, by the processor, a second rating for the resource associated with a different user that interacted with the resource;

analyzing, by the processor, the rating and the second rating to identify a problem associated with the resource; and

sending, by the processor, a notification for the problem to a help desk.

6. The method of claim 11 further comprising adding the comments to a repository that is subsequently analyzed after the problem is resolved to identify particular users that were timely and descriptive and ranking these particular users to give future comments supplied by these particular users more weight than other non-ranked users and their future comments.

11. The method of claim 10, wherein receiving further includes soliciting the user at a conclusion of user interaction with the resource for the rating.

12. The method of claim 10, wherein receiving further includes obtaining the rating based on actions taking by the user while interacting with the resource.

13. The method of claim 10, wherein receiving further includes identifying the resource as a particular resource that is not controlled by the method.

14. The method of claim 10, herein receiving further includes identifying the resource as a cloud resource.

15. The method of claim 10, wherein receiving further includes gathering processing environment information for a device of the user while the user interacts with the resource.

16. The method of claim 15, wherein identifying further includes gathering different processing environment information for a different device of the different user when that different user interact with the resource.

17. The method of claim 16, wherein analyzing further includes using the processing environment information and the different processing environment information with the rating and the second rating to identify the problem.

18. The method of claim 10, wherein analyzing further includes using comments provided by the user after interacting with the user and different comments provided by the different user with the rating and the second rating to identify the problem.

19. A system, comprising:

a service device; and

a help desk management module operable to (i) execute on the service device;

(ii) gather ratings assigned by users when interacting with a resource;

(iii) identify a problem with the resource by analyzing the ratings; and

(iv) communicate the problem for the resource to a help desk.

20. The system of claim 19, wherein the help desk management module is further operable to (v) rank each of the users based on comments provided by each user with that user'"'"'s assigned rating and based on the identified problem.

21. The system of claim 19, wherein the help desk management module is further operable to (v) provide at least one user with an automated presentation relevant to a summary of the ratings for the resource.