EVALUATING RESOLVER SKILLS
First Claim
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1. A method for evaluating resolver skills, the method comprising:
- utilizing at least one processor to execute computer code that performs the steps of;
obtaining a closed ticket;
extracting, from the closed ticket, ticket information;
associating, based on the ticket information, the closed ticket with a resolver;
identifying, based on the ticket information, at least one performance characteristic associated with the resolver; and
updating, based on the performance characteristic, a resolver score.
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Abstract
One embodiment provides a method for evaluating resolver skills, the method including: utilizing at least one processor to execute computer code that performs the steps of: obtaining a closed ticket; extracting, from the closed ticket, ticket information; associating, based on the ticket information, the closed ticket with a resolver; identifying, based on the ticket information, at least one performance characteristic associated with the resolver; and updating, based on the performance characteristic, a resolver score. Other aspects are described and claimed.
17 Citations
20 Claims
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1. A method for evaluating resolver skills, the method comprising:
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utilizing at least one processor to execute computer code that performs the steps of; obtaining a closed ticket; extracting, from the closed ticket, ticket information; associating, based on the ticket information, the closed ticket with a resolver; identifying, based on the ticket information, at least one performance characteristic associated with the resolver; and updating, based on the performance characteristic, a resolver score. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. An apparatus for evaluating resolver skills, the apparatus comprising:
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at least one processor; and a computer readable storage medium having computer readable program code embodied therewith and executable by the at least one processor, the computer readable program code comprising; computer readable program code that obtains a closed ticket; computer readable program code that extracts, from the closed ticket, ticket information; computer readable program code that associates, based on the ticket information, the closed ticket with a resolver; computer readable program code that identifies, based on the ticket information, at least one performance characteristic associated with the resolver; and computer readable program code that updates, based on the performance characteristic, a resolver score.
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11. A computer program product for evaluating resolver skills, the computer program product comprising:
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a computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising; computer readable program code that obtains a closed ticket; computer readable program code that extracts, from the closed ticket, ticket information; computer readable program code that associates, based on the ticket information, the closed ticket with a resolver; computer readable program code that identifies, based on the ticket information, at least one performance characteristic associated with the resolver; and computer readable program code that updates, based on the performance characteristic, a resolver score. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A method, the method comprising:
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utilizing at least one processor to execute computer code that performs the steps of; dynamically monitoring domain knowledge and group awareness of an individual resolver, wherein the monitoring collects information from one or more closed tickets; generating a numerical value based on the collected information; and adjusting a cumulative resolver score based on the generated numerical value.
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Specification