Apparatus and method for monitoring progress of customer generated trouble tickets
DC CAFCFirst Claim
1. An alerting system for proactively ensuring awareness of data satisfying predetermined alerting criteria, the alerting system comprising:
- a manager module that periodically monitors the data to determine whether the data satisfies the predetermined alerting criteria;
an alerting module that sends an alert to a recipient when the manager module determines the data satisfies the predetermined alerting criteria; and
a report generator that generates a report logging each alert sent by the alerting module along with corresponding alert information, wherein the data comprises pending customer generated trouble tickets, in which the predetermined alerting criteria is at least one time interval, and in which each pending customer generated trouble ticket satisfies the alerting criteria when the trouble represented by the pending customer generated trouble ticket has not been resolved for a time period within the at least one time interval, wherein the alerting module comprises an error manager module and a notification system which alerts the recipient, the error manager module informing the notification system of the alert recipient and the corresponding alert information, and transmitting information to the report generator.
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Abstract
An alerting system is provided for proactively ensuring awareness of pending customer generated trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending customer generated trouble tickets and determines whether each pending customer generated trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending customer generated trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending customer generated trouble tickets to remove extraneous and invalid information. The parsing module also organizes the pending customer generated trouble tickets into data records according to a predefined format. Subsequently, the parsing module transmits to the manager module at a predefined interval, the data records for monitoring by the manager module.
133 Citations
18 Claims
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1. An alerting system for proactively ensuring awareness of data satisfying predetermined alerting criteria, the alerting system comprising:
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a manager module that periodically monitors the data to determine whether the data satisfies the predetermined alerting criteria;
an alerting module that sends an alert to a recipient when the manager module determines the data satisfies the predetermined alerting criteria; and
a report generator that generates a report logging each alert sent by the alerting module along with corresponding alert information, wherein the data comprises pending customer generated trouble tickets, in which the predetermined alerting criteria is at least one time interval, and in which each pending customer generated trouble ticket satisfies the alerting criteria when the trouble represented by the pending customer generated trouble ticket has not been resolved for a time period within the at least one time interval, wherein the alerting module comprises an error manager module and a notification system which alerts the recipient, the error manager module informing the notification system of the alert recipient and the corresponding alert information, and transmitting information to the report generator. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An alerting system for proactively ensuring awareness of data satisfying predetermined alerting criteria, the alerting system comprising:
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a manager module that periodically monitors the data to determine whether the data satisfies the predetermined alerting criteria;
an alerting module that sends an alert to a recipient when the manager module determines the data satisfies the predetermined alerting criteria;
the predetermined alerting criteria comprising a plurality of time intervals, each time interval corresponding to an escalation level, wherein a user defines at least one recipient for each escalation level; and
configuration files comprising;
a center alert file which stores alert information particular to a service center, the alert information comprising alert recipient information for each escalation level; and
a center data file which stores ticket information particular to the service center, the ticket information specifying the alert criteria for each escalation level. - View Dependent Claims (8, 9, 10)
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11. An alerting system for proactively ensuring awareness of pending customer generated trouble tickets that have not been resolved for at least a predetermined time corresponding to an escalation level, the time being selected by a customer service center, the alerting system comprising:
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a manager module that periodically monitors the pending customer generated trouble tickets to determine whether each pending customer generated trouble ticket remains unresolved for the time corresponding to the escalation level;
an alerting module that sends an alert to a recipient assigned to the escalation level when the manager module determines the pending customer generated trouble ticket remains unresolved for the time corresponding to the escalation level; and
a report generator which generates a report logging each alert by the alerting module. - View Dependent Claims (12, 13, 14, 15, 16)
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17. An alerting system for proactively ensuring awareness of pending customer generated trouble tickets that have not been resolved for at least a predetermined time corresponding to an escalation level, the time being selected by a customer service center, the alerting system comprising:
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a manager module that periodically monitors the pending customer generated trouble tickets to determine whether each pending customer generated trouble ticket remains unresolved for the time corresponding to the escalation level;
an alerting module that sends an alert to a recipient assigned to the escalation level when the manager module determines the pending customer generated trouble ticket remains unresolved for the time corresponding to the escalation level; and
configuration files comprising;
a center file which stores alert information particular to a service center, the alert information comprising the alert recipient for the escalation level; and
a center data file which stores ticket information particular to the service center, the ticket information specifying which pending customer generated trouble ticket the manager module monitors and the alert criteria corresponding to the escalation level. - View Dependent Claims (18)
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Specification