Multiple simultaneous session support by a remote technician using preliminary queues

• US 8,577,710 B2
• Filed: 01/22/2013
• Issued: 11/05/2013
• Est. Priority Date: 02/15/2010
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Vera, Roy, Duffy, Michael P., Lamming, Frederick T., Tuggle, Colin M.
• Primary Examiner(s): Rines, David
• Application Number:
  US13/746,792
• Publication Number:
  US 20130132143A1
• Time in Patent Office: 287 Days
• Field of Search: 705 711- 742
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/1097 Task assignment

Abstract

In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.

Claims

1. A method for providing technical support service for a plurality of end user devices, the method comprising:

receiving, by a technical support controller from a remote technician, input indicating a maximum number of support sessions to be simultaneously serviced by the remote technician;

receiving, by the technical support controller, a service request for an end user device of the plurality of end user devices;

classifying, by the technical support controller, the service request into a category of a plurality of categories;

adding, by the technical support controller, the service request to a preliminary queue of a plurality of preliminary queues, the preliminary queue corresponding to the category of the service request, each preliminary queue of the plurality of preliminary queues corresponding to one of the plurality of categories;

determining, by the technical support controller, whether processing of the service request by the remote technician would cause a number of support sessions currently serviced by the remote technician to exceed the maximum number of support sessions; and

when processing of the service request by the remote technician would not cause the number of support sessions currently serviced by the remote technician to exceed the maximum number of support sessions, adding, by the technical support controller, the service request to a work queue associated with the remote technician and removing, by the technical support controller, the service request from the preliminary queue.

2. The method of claim 1, further comprising:

determining, by the technical support controller, that the remote technician is associated with the category.

3. The method of claim 2, further comprising:

providing, by the technical support controller to the remote technician, information regarding service requests in the preliminary queue; and

receiving, by the technical support controller from the remote technician responsive to the information regarding the service requests in the preliminary queue, selection information corresponding to the service request,

wherein the service request is added to the work queue and removed from the preliminary queue based on the selection information.

4. The method of claim 1, wherein the plurality of categories are based on a nature of a problem being experienced.

5. The method of claim 1, wherein the plurality of categories are based on an initial assessed difficulty of a problem being experienced.

6. The method of claim 1, wherein the plurality of categories are based on a level of skill needed to potentially solve a problem being experienced.

7. The method of claim 1, wherein the plurality of categories are based on at least one of a type, a make, a model, or a configuration of the plurality of user devices.

8. An apparatus for providing technical support service for a plurality of end user devices, comprising:

a processor; and

a storage device, operatively connected to the processor, having stored thereon instructions that, when executed by the processor, cause the processor to;

receive, from a remote technician, input indicating a maximum number of support sessions to be simultaneously serviced by the remote technician;

receive a service request for an end user device of the plurality of end user devices;

classify the service request into a category of a plurality of categories;

add the service request to a preliminary queue of a plurality of preliminary queues, the preliminary queue corresponding to the category of the service request, each preliminary queue of the plurality of preliminary queues corresponding to one of the plurality of categories;

determine whether processing of the service request by the remote technician would cause a number of support sessions currently serviced by the remote technician to exceed the maximum number of support sessions; and

when processing of the service request by the remote technician would not cause the number of support sessions currently serviced by the remote technician to exceed the maximum number of support sessions, add the service request to a work queue associated with the remote technician and remove the service request from the preliminary queue.

9. The apparatus of claim 8, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

determine that the remote technician is associated with the category.

10. The apparatus of claim 9, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

provide, to the remote technician, information regarding service requests in the preliminary queue; and

receive, from the remote technician responsive to the information regarding the service requests in the preliminary queue, selection information corresponding to the service request, wherein those instructions that, when executed, cause the processor to add the service request to the work queue are further operative to remove the service request from the preliminary queue and add the service request to the work queue based on the selection information.

11. The apparatus of claim 8, wherein the plurality of categories are based on a nature of a problem being experienced.

12. The apparatus of claim 8, wherein the plurality of categories are based on an initial assessed difficulty of a problem being experienced.

13. The apparatus of claim 8, wherein the plurality of categories are based on a level of skill needed to potentially solve a problem being experienced.

14. The apparatus of claim 8, wherein the plurality of categories are based on at least one of a type, a make, a model, or a configuration of the plurality of user devices.

15. A system for providing technical support service for a plurality of end user devices, the system comprising:

a remote technician workstation operable to receive, from a remote technician, input indicating a maximum number of support sessions to be simultaneously serviced by the remote technician; and

a technical support controller, operatively connected to the remote technician workstation, operable to receive the input indicating the maximum number of support sessions from the remote technician workstation, to receive a service request for an end user device of the plurality of end user devices, to classify the service request into a category of a plurality of categories, to add the service request to a preliminary queue of a plurality of preliminary queues, the preliminary queue corresponding to the category of the service request and each preliminary queue of the plurality of preliminary queues corresponding to one of the plurality of categories, the technical support controller further operable to determine whether processing of the service request by the remote technician would cause a number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions and, when processing of the service request by the remote technician would not cause the number of support sessions currently supported by the remote technician to exceed the maximum number of support sessions, to add the service request to a work queue associated with the remote technician and to remove the service request from the preliminary queue.

16. The system of claim 15, wherein the technical support controller is further operable to determine that the remote technician is associated with the category.

17. The system of claim 16, wherein the technical support controller is further operative to provide, to the remote technician workstation, information regarding service requests in the preliminary queue, to receive, from the remote technician workstation responsive to the information regarding the service requests in the preliminary queue, selection information corresponding to the service request and, based on the selection information, to remove the service request from the preliminary queue and to add the service request to the work queue.

18. The system of claim 15, wherein the plurality of categories are based on a nature of a problem being experienced.

19. The system of claim 15, wherein the plurality of categories are based on an initial assessed difficulty of a problem being experienced.

20. The system of claim 15, wherein the plurality of categories are based on a level of skill needed to potentially solve a problem being experienced.

21. The system of claim 15, wherein the plurality of categories are based on at least one of a type, a make, a model, or a configuration of the plurality of user devices.