SYSTEMS AND METHODS FOR GENERATING WORKFLOW REPORTS

• US 20160027019A1
• Filed: 07/28/2014
• Published: 01/28/2016
• Est. Priority Date: 07/28/2014
• Status: Abandoned Application

• Current Assignee: Yonyx Inc.
• Original Assignee: Yonyx Inc.
• Inventors: Michaelangelo, Nixon, Bajaj, Sanjay
• Application Number:
  US14/444,990
• Publication Number:
  US 20160027019A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method for producing a record of a workflow traversal at an electronic device. A first user is guided through a first path corresponding to a first portion of an interactive guide, which includes (i) displaying a first sequence of guidance steps, wherein each respective guidance step in the first sequence of guidance steps includes a respective question and one or more respective responses to the question, and (ii) for each respective guidance step, receiving a selection of one of the respective responses to the question. For each respective guidance step in the first sequence of guidance steps, a record is stored, which includes the respective question and the selected response to the respective question. Following termination of the workflow traversal, a report is generated of the first user'"'"'s path through the portion of the interactive guide.

Claims

1. A method for producing a record of a workflow traversal, comprising:

at an electronic device with a processor and memory storing instructions for execution by the processor;

guiding a first user through a first path corresponding to a first portion of an interactive guide, including;

displaying a first sequence of guidance steps, wherein each respective guidance step in the first sequence of guidance steps includes a respective question and one or more respective responses to the question; and

for each respective guidance step, receiving a selection of one of the respective responses to the question;

for each respective guidance step in the first sequence of guidance steps, storing a record including the respective question and the selected response to the respective question; and

following termination of the workflow traversal, generating a report of the first user'"'"'s path through the portion of the interactive guide.

2. The method of claim 1, wherein the first sequence of guidance steps corresponds to a path through at least a portion of an interactive guide.

3. The method of claim 1, further comprising providing, to the first user, access to the report of the first user'"'"'s path through the portion of the interactive guide.

4. The method of claim 1, wherein the report includes:

an identifier of the first user;

an entry problem; and

a timestamp corresponding to a beginning of the service interaction.

5. The method of claim 4, wherein the report further includes a resolution to the entry problem.

6. The method of claim 1, wherein the report includes, for respective guidance steps of the first sequence of guidance steps, a respective duration associated with completion of the respective guidance step.

7. The method of claim 1, wherein the report includes audio data, wherein the audio data is synchronized with the guidance steps.

8. The method of claim 1, further comprising:

retrieving the report; and

displaying the report.

9. The method of claim 1, further comprising steps for producing a second workflow traversal, including:

guiding a second user through a second path corresponding to a second portion of the interactive guide, wherein the second path is distinct from the first path, including;

displaying a second sequence of guidance steps, wherein each respective guidance step in the second sequence of guidance steps includes a respective question and one or more respective responses to the question; and

for each respective guidance step in the second sequence of guidance steps, receiving a selection of one of the respective responses to the question;

for each respective guidance step in the second sequence of guidance steps, storing a record including the respective question and the selected response to the respective question; and

following termination of the second workflow traversal, generating a report of the second user'"'"'s path through the portion of the interactive guide.

10. The method of claim 1, wherein displaying the first sequence of guidance steps includes:

displaying an initial guidance step;

receiving a selection of one of the respective responses to the respective question in the initial guidance step;

identifying a next guidance step that corresponds to the selected response; and

displaying the next guidance step.

11. The method of claim 1, further comprising storing the report in a report database.

12. The method of claim 1, wherein termination is in response to a user request to terminate the workflow traversal.

13. The method of claim 1, wherein termination is in response to navigating to a termination node.

14. An electronic device, comprising:

a processor; and

memory for storing one or more programs for execution by the processor, the one or more programs including instructions for;

guiding a first user through a path corresponding to a portion of an interactive guide, including;

displaying a first sequence of guidance steps, wherein each respective guidance step includes a respective question and one or more respective responses to the question; and

for each respective guidance step, receiving a selection of one of the respective responses to the question;

for each respective guidance step, storing a record including the respective question and the selected response to the respective question; and

following termination of the workflow traversal, generating a report of the first user'"'"'s path through the portion of the interactive guide.

15. The electronic device of claim 14, wherein the report includes audio data, wherein the audio data is synchronized with the guidance steps.

16. The electronic device of claim 14, wherein displaying the first sequence of guidance steps includes:

displaying an initial guidance step;

receiving a selection of one of the respective responses to the respective question in the initial guidance step;

identifying a next guidance step that corresponds to the selected response; and

displaying the next guidance step.

17. A non-transitory computer readable storage medium, storing one or more programs for execution by one or more processors, the one or more programs including instructions for:

guiding a first user through a path corresponding to a portion of an interactive guide, including;

displaying a first sequence of guidance steps, wherein each respective guidance step includes a respective question and one or more respective responses to the question; and

for each respective guidance step, receiving a selection of one of the respective responses to the question;

for each respective guidance step, storing a record including the respective question and the selected response to the respective question; and

following termination of the workflow traversal, generating a report of the first user'"'"'s path through the portion of the interactive guide.

18. The non-transitory computer readable storage medium of claim 17, wherein the report includes, for respective guidance steps of the first sequence of guidance steps, a respective duration associated with completion of the respective guidance step.

19. The non-transitory computer readable storage medium of claim 17, wherein the report includes audio data, wherein the audio data is synchronized with the guidance steps.

20. The non-transitory computer readable storage medium of claim 17, wherein displaying the first sequence of guidance steps includes:

displaying an initial guidance step;

receiving a selection of one of the respective responses to the respective question in the initial guidance step;

identifying a next guidance step that corresponds to the selected response; and

displaying the next guidance step.