×

Apparatus and method for managing a software system via analysis of call center trouble tickets

  • US 6,449,341 B1
  • Filed: 08/25/1998
  • Issued: 09/10/2002
  • Est. Priority Date: 08/25/1998
  • Status: Expired due to Term
First Claim
Patent Images

1. An apparatus for managing a software system, comprising:

  • a data storage subsystem having a database for storing data related to call center trouble tickets generated in response to corresponding trouble reports related to a telecommunications software system;

    a processor coupled to said data storage subsystem and operative to process said data stored in said database by producing statistics related to said software system and particular subsystems thereof, and to store said statistics in said data storage subsystem, wherein the statistics comprise at least one of call averages, upper control limit call volumes, lower control limit call volumes and average call volumes over relative periods of time; and

    an output subsystem coupled to said processor and said data storage system and operative to automatically retrieve said statistics from said data storage subsystem and to generate at least one report based on said statistics, wherein said at least one report indicates which call center trouble tickets correspond to the at least one report to depict a cause for said trouble report.

View all claims
  • 3 Assignments
Timeline View
Assignment View
    ×
    ×