SYSTEMS AND METHODS FOR TRACKING USER-UPTIME FOR MANAGED PRINT SERVICES IN MANAGED OFFICE DEVICES

• US 20150100389A1
• Filed: 10/03/2013
• Published: 04/09/2015
• Est. Priority Date: 10/03/2013
• Status: Abandoned Application

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: DeROLLER, Matthew, ELHASSEN, Adam
• Application Number:
  US14/045,710
• Publication Number:
  US 20150100389A1
• Time in Patent Office: Days
• US Class Current: 705/7.38
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations

Abstract

A system and method are provided for automatically tracking and reporting additional metrics to customers employing managed services accounts to track maintenance and resupply of consumables in managed office devices. The additional metrics suite may provide to the customers additional internal management tools that can be advantageously employed within customer organizations to increase user efficiency and productivity. Without significantly increasing a requirement for data collection through data collection channels by which the vendor already receives information/data from the office devices for implementation of managed services agreements, a vendor will be able to provide to its customer organizations additional analysis of collected information/data in the form of particular metrics that the customer organization can use to track, monitor, enhance or optimize user efficiency within the customer organization.

Claims

1. A method for evaluating user productivity in an office environment, comprising:

establishing communication with a plurality of devices;

identifying at least one user of the plurality of devices in a population of users of the plurality of devices;

detecting, with a processor, a communication between the identified at least one user and at least one of the plurality of devices, the communication being a service delivery request that directs the at least one of the plurality of devices to deliver a service;

tracking, with the processor, a response among the plurality of devices to the service delivery request;

analyzing, with the processor, the service delivery requests for the identified user and the responses among the plurality of devices to the service delivery requests over time to determine user-device interaction with the plurality of devices; and

reporting a result of the analyzing to an entity.

2. The method of claim 1, wherein:

the plurality of devices are a plurality of image forming devices in the office environment;

the plurality of image forming devices are remotely monitored by a vendor; and

the detecting, tracking and analyzing are accomplished by a processor associates with the vendor remote monitoring.

3. The method of claim 2, wherein:

the entity is a customer organization operating the office environment for which the vendor remotely monitors the plurality of image forming devices by agreement; and

the population of users are users operating under control of the customer organization.

4. The method of claim 3, wherein:

the customer organization provides information to the vendor regarding (1) individual users in the user population including at least positions of the users in the user population, and (2) the plurality of image forming devices including physical locations of the plurality of image forming devices in the office environment; and

the analyzing references the customer organization provided information to determine details of the user-device interaction with the plurality of image forming devices over time.

5. The method of claim 1, further comprising:

detecting, with the processor, a current operating state of the at least one of the plurality of devices when the service delivery request is communicated by the user; and

when it is detected that the at least one of the plurality of devices is at least one of out of service or unable to perform the requested service, detecting additional communications by the user to redirect the service request to another at least one of the plurality of devices.

6. The method of claim 5, the analyzing including cataloging the additional communications by the user as part of a same service request event to determine typical user response by the identified user.

7. The method of claim 6, further comprising repeating the identifying, detecting, tracking and analyzing for a plurality of users in the user population.

8. The method of claim 7, further comprising formatting the result of the analyzing to provide a report to the entity of user uptime for the determined user-device interaction for the plurality of users in the user population interacting with the plurality of devices.

11. The system of claim 1, the processor being further programmed to:

detect a current operating state of the at least one of the plurality of remote devices when the service delivery request is communicated by the user; and

when it is detected that the at least one of the plurality of remote devices is at least one of out of service or unable to perform the requested service, detect additional communications by the user to redirect the service request to another at least one of the plurality of devices,

the analyzing including cataloging the additional communications by the user as part of a same service request event to determine typical user response by the identified user.

12. The system of claim 11, the processor being further programmed to repeat the identifying, detecting, tracking and analyzing for a plurality of users in the user population.

13. The system of claim 12, the processor being further programmed to format the result of the analyzing to provide a report to the entity of user uptime for the determined user-device interaction for the plurality of users in the user population interacting with the plurality of devices.

9. A system for evaluating user productivity in an office environment, comprising:

a communication interface that establishes communication with a plurality of remote devices;

a user identification unit that identifies at least one user of the plurality of remote devices in a population of users of the plurality of remote devices;

a monitoring unit that detects a communication between the identified at least one user and at least one of the plurality of remote devices, the communication being a service delivery request that directs the at least one of the plurality of remote devices to deliver a service;

a processor that is programmed to;

tracking a response among the plurality of remote devices to the service delivery request; and

analyze the service delivery requests for the identified user and the responses among the plurality of remote devices to the service delivery requests over time to determine user-device interaction with the plurality of devices; and

an output unit that outputs a report of a result of the analyzing to an entity.

10. The system of claim 9, further comprising a data storage device that stores information to support the analyzing and results of the tracking and analyzing,

wherein:

the plurality of remote devices are a plurality of image forming devices in the office environment;

the plurality of image forming devices are remotely monitored by a vendor operating the processor;

the entity is a customer organization operating the office environment for which the vendor remotely monitors the plurality of image forming devices by agreement;

the population of users are users operating under control of the customer organization; and

the data storage device stores information that the customer organization provides to the vendor regarding (1) individual users in the user population including at least positions of the users in the user population, and (2) the plurality of image forming devices including physical locations of the plurality of image forming devices in the office environment.

14. A non-transitory computer-readable medium storing instructions which, when executed by a processor, cause the processor to execute a method for evaluating user productivity in an office environment, the method comprising:

establishing communication with a plurality of devices;

identifying at least one user of the plurality of devices in a population of users of the plurality of devices;

detecting a communication between the at least one user and at least one of the plurality of devices, the communication being a service delivery request that directs the at least one of the plurality of devices to deliver a service;

tracking a response among the plurality of devices to the service delivery request;

analyzing the service delivery requests for the identified user and the responses among the plurality of devices to the service delivery requests over time to determine user-device interaction with the plurality of devices; and

reporting a result of the analyzing to an entity.

15. The non-transitory computer-readable medium of claim 14, wherein:

the plurality of devices are a plurality of image forming devices in the office environment;

the plurality of image forming devices are remotely monitored by a vendor; and

the detecting, tracking and analyzing are accomplished by a processor associates with the vendor remote monitoring.

16. The non-transitory computer-readable medium of claim 15, wherein:

the entity is a customer organization operating the office environment for which the vendor remotely monitors the plurality of image forming devices by agreement; and

the population of users are users operating under control of the customer organization.

17. The method of claim 16, wherein:

the customer organization provides information to the vendor regarding (1) individual users in the user population including at least positions of the users in the user population, and (2) the plurality of image forming devices including physical locations of the plurality of image forming devices in the office environment; and

the analyzing references the customer organization provided information to determine details of the user-device interaction with the plurality of image forming devices over time.

18. The non-transitory computer-readable medium of claim 14, further comprising:

detecting, with the processor, a current operating state of the at least one of the plurality of devices when the service delivery request is communicated by the user; and

when it is detected that the at least one of the plurality of devices is at least one of out of service or unable to perform the requested service, detecting additional communications by the user to redirect the service request to another at least one of the plurality of devices.

19. The non-transitory computer-readable medium of claim 18, the analyzing including cataloging the additional communications by the user as part of a same service request event to determine typical user response by the identified user.

20. The non-transitory computer-readable medium of claim 19, further comprising:

repeating the identifying, detecting, tracking and analyzing for a plurality of users in the user population; and

formatting the result of the analyzing to provide a report to the entity of user uptime for the determined user-device interaction for the plurality of users in the user population interacting with the plurality of devices.