System and method for computer-aided technician dispatch and communication
DCFirst Claim
1. A system for handling a plurality of unassigned service requests, the system comprising:
- means for receiving the plurality of service requests which are upon receipt are unassigned;
means for using programming to process the plurality of unassigned service requests for the purpose of assigning to each of the plurality of unassigned service requests one or more of a plurality of technicians as a function of at least a skill level of each of the plurality of technicians, a skill level required by each of the plurality of unassigned service request;
means for considering prior service requests assigned to each of the plurality of technicians via the programming; and
an amount of time to complete each of the plurality of unassigned service requests;
means for displaying an indication if one or more of the plurality of unassigned service requests remain unassigned as a result of processing performed via the programming; and
means for displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming.
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Litigations
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Accused Products
Abstract
A system for computer aided technician dispatch and communication includes a communications system linking a plurality of subscribers, a team of technicians, a service representative, and a user. An input terminal receives information, the information includes service request information from the plurality of subscribers (116), and work order information from the team of technicians. The system, also includes a server coupled to the input terminals for processing the information and generating a graphical representation of the information, and, a display for receiving the graphical representation and presenting the graphical representation to a user. A method for computer aided technician dispatch and communication includes communicating with a plurality of subscribers and a team of technicians and receiving information, the information including service request information from the subscriber and work order information from the team of technicians. The method also includes entering the information in an input terminal coupled to a server processing the information, the processing resulting in a graphical representation of the information and displaying the graphical representation to a user.
241 Citations
12 Claims
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1. A system for handling a plurality of unassigned service requests, the system comprising:
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means for receiving the plurality of service requests which are upon receipt are unassigned; means for using programming to process the plurality of unassigned service requests for the purpose of assigning to each of the plurality of unassigned service requests one or more of a plurality of technicians as a function of at least a skill level of each of the plurality of technicians, a skill level required by each of the plurality of unassigned service request;
means for considering prior service requests assigned to each of the plurality of technicians via the programming; and
an amount of time to complete each of the plurality of unassigned service requests;means for displaying an indication if one or more of the plurality of unassigned service requests remain unassigned as a result of processing performed via the programming; and means for displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for handling a plurality of unassigned service requests, comprising:
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receiving the plurality of service requests which are upon receipt are unassigned; using programming for the purpose of assigning to each of the plurality of unassigned service requests one or more of a plurality of technicians as a function of at least a skill level of each of the plurality of technicians, considering a skill level required by each of the plurality of unassigned service requests, considering prior service requests assigned to each of the plurality of technicians via the programming, and an amount of time to complete each of the plurality of unassigned service requests; displaying an indication if one or more of the plurality of unassigned service requests remain unassigned as a result of processing performed via the programming; and displaying an indication of a status of one or more service requests that have been assigned to at least one technician via the programming. - View Dependent Claims (8, 9, 10, 11, 12)
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Specification