Category based organization and monitoring of customer service help sessions
First Claim
1. A method, with an information processing system, for monitoring customer support sessions based on at least one category associated with the customer support sessions, the method comprising:
- receiving, by a processor, a request from an administrator for information associated with unresolved support sessions currently in progress between at least one customer and at least one customer support agent;
presenting to the administrator a set of support categories each queuing at least one open help request from at least one first level customer support agent, the at least one open help request indicating that the at least one first level customer support agent requires assistance from at least one second level customer support agent with an unresolved support session currently in progress between the first customer support agent and a customer;
receiving a selection of at least one support category from the administrator;
presenting to the administrator a set of first level customer support agent identifiers associated with the at least one open help request queued under the at least one support category which has been selected, wherein each of the set of first level customer support agent identifiers is associated with a first level customer support agent with an open help request queued in the set of support categories;
receiving a selection of at least one first level customer support agent identifier in the set of first level customer support agent identifiers;
presenting to the administrator a dialogue between the first level customer support agent associated with the selected first level customer support agent identifier and at least one second level customer support agent, wherein the dialog is associated with the unresolved support session between the first level customer support agent and the customer;
receiving a set of comments from the administrator, wherein the set of comments are associated with the support session associated with the dialog; and
inserting the comments into the dialog.
1 Assignment
0 Petitions
Accused Products
Abstract
A method and computer readable medium are provided for monitoring customer support sessions based on at least one category associated with the customer support sessions. A request from an administrator for information associated with unresolved support sessions is received. A set of support categories is presented to the administrator. A selection of at least one support category is received from the administrator. A set of first level customer support agent identifiers associated with at least one support session queued under the at least one support category which has been selected is presented to the administrator.
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Citations
16 Claims
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1. A method, with an information processing system, for monitoring customer support sessions based on at least one category associated with the customer support sessions, the method comprising:
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receiving, by a processor, a request from an administrator for information associated with unresolved support sessions currently in progress between at least one customer and at least one customer support agent; presenting to the administrator a set of support categories each queuing at least one open help request from at least one first level customer support agent, the at least one open help request indicating that the at least one first level customer support agent requires assistance from at least one second level customer support agent with an unresolved support session currently in progress between the first customer support agent and a customer; receiving a selection of at least one support category from the administrator; presenting to the administrator a set of first level customer support agent identifiers associated with the at least one open help request queued under the at least one support category which has been selected, wherein each of the set of first level customer support agent identifiers is associated with a first level customer support agent with an open help request queued in the set of support categories; receiving a selection of at least one first level customer support agent identifier in the set of first level customer support agent identifiers; presenting to the administrator a dialogue between the first level customer support agent associated with the selected first level customer support agent identifier and at least one second level customer support agent, wherein the dialog is associated with the unresolved support session between the first level customer support agent and the customer; receiving a set of comments from the administrator, wherein the set of comments are associated with the support session associated with the dialog; and inserting the comments into the dialog. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A non-transitory computer readable medium including computer instructions for monitoring customer support sessions based on at least one category associated with the customer support sessions, the computer non-transitory readable medium comprising instructions for:
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receiving a request from an administrator for information associated with unresolved support sessions currently in progress between at least one customer and at least one customer support agent; presenting to the administrator a set of support categories each queuing at least one open help request from at least one first level customer support agent, the at least one open help request indicating that the at least one first level customer support agent requires assistance from at least one second level customer support agent with an unresolved support session currently in progress between the first customer support agent and a customer; receiving a selection of at least one support category from the administrator; presenting to the administrator a set of first level customer support agent identifiers associated with at the at least one open help request queued under the at least one support category which has been selected, wherein each of the set of first level customer support agent identifiers is associated with a first level customer support agent with an open help request queued in the set of support categories; receiving a selection of at least one first level customer support agent identifier in the set of first level customer support agent identifiers; presenting to the administrator a dialogue between the first level customer support agent associated with the selected first level customer support agent identifier and at least one second level customer support agent, wherein the dialog is associated with the unresolved support session between the first level customer support agent and the customer; receiving a set of comments from the administrator, wherein the set of comments are associated with the support session associated with the dialog; and inserting the comments into the dialog. - View Dependent Claims (8, 9, 10, 11, 12)
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13. An information processing system for monitoring customer support sessions based on at least one category associated with the customer support sessions, the information processing system comprising:
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memory; at least one processor communicatively coupled to the memory; and a session manager communicatively coupled to the memory and the at least one processor, wherein the session manager is configured to perform a method comprising; receiving a request from an administrator for information associated with unresolved support sessions currently in progress between at least one customer and at least one customer support agent; presenting to the administrator a set of support categories each queuing at least one open help request from at least one first level customer support agent, the at least one open help request indicating that the at least one first level customer support agent requires assistance from at least one second level customer support agent with an unresolved support session currently in progress between the first customer support agent and a customer; receiving a selection of at least one support category from the administrator; presenting to the administrator a set of first level customer support agent identifiers associated with the at least one open help request queued under the at least one support category which has been selected, wherein each of the set of first level customer support agent identifiers is associated with a first level customer support agent with an open help request queued in the set of support categories; receiving a selection of at least one first level customer support agent identifier in the set of first level customer support agent identifiers; presenting to the administrator a dialogue between the first level customer support agent associated with the selected first level customer support agent identifier and at least one second level customer support agent, wherein the dialog is associated with the unresolved support session between the first level customer support agent and the customer; receiving a set of comments from the administrator, wherein the set of comments are associated with the support session associated with the dialog; and inserting the comments into the dialog. - View Dependent Claims (14, 15, 16)
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Specification