Multiple simultaneous session support by a remote technician using preliminary queues
First Claim
1. A method comprising:
- receiving, by a device, a service request for a user device;
transmitting, by the device and based on receiving the service request, validation information to the user device,the validation information being used to validate capabilities of the user device and download information associated with processing the service request;
determining, by the device and based on transmitting the validation information, that processing of the service request by a first technician would cause a number of support sessions simultaneously serviced by the first technician to exceed a maximum number of support sessions that can be serviced by the first technician;
identifying, by the device and based on the determining, a second technician;
determining, by the device and based on information indicating a maximum number of support sessions that can be serviced by the second technician, that processing of the service request by the second technician would not cause a number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician; and
adding, by the device and based on determining that processing of the service request by the second technician would not cause the number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician, the service request to a work queue associated with the second technician.
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Accused Products
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.
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Citations
29 Claims
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1. A method comprising:
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receiving, by a device, a service request for a user device; transmitting, by the device and based on receiving the service request, validation information to the user device, the validation information being used to validate capabilities of the user device and download information associated with processing the service request; determining, by the device and based on transmitting the validation information, that processing of the service request by a first technician would cause a number of support sessions simultaneously serviced by the first technician to exceed a maximum number of support sessions that can be serviced by the first technician; identifying, by the device and based on the determining, a second technician; determining, by the device and based on information indicating a maximum number of support sessions that can be serviced by the second technician, that processing of the service request by the second technician would not cause a number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician; and adding, by the device and based on determining that processing of the service request by the second technician would not cause the number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician, the service request to a work queue associated with the second technician. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system comprising:
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a memory storing a database containing information corresponding to a maximum number of support sessions that can be serviced by one or more technicians, and a technical support controller, executed by a processor to facilitate user device interaction with the one or more technicians, configured to; receive, from a service interface, a service request for a user device; transmit, based on receiving the service request, validation information to the user device, the validation information being used to validate capabilities of the user device and download information associated with processing the service request determine, based on information stored in the database and based on transmitting the validation information, that processing of the service request by a first technician would cause a number of support sessions simultaneously serviced by the first technician to exceed a maximum number of support sessions that can be serviced by the first technician; identify, based on the determining, a second technician; determine, based on information stored in the database indicating a maximum number of support sessions that can be serviced by the second technician, that processing of the service request by the second technician would not cause a number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician; and add, based on determining that processing of the service request by the second technician would not cause the number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician, the service request to a work queue associated with the second technician. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A non-transitory computer-readable medium storing instructions, the instructions comprising:
one or more instructions which, when executed by at least one processor, cause the at least one processor to; receive a service request for a user device; transmit, based on receiving the service request, validation information to the user device, the validation information being used to validate capabilities of the user device and download information associated with processing the service request; determine, based on transmitting the validation information, that processing of the service request by a first technician would cause a number of support sessions simultaneously serviced by the first technician to exceed a maximum number of support sessions that can be serviced by the first technician; identify, based on the determining, a second technician; determine, based on information indicating a maximum number of support sessions that can be serviced by the second technician, that processing of the service request by the second technician would not cause a number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician; and add, based on determining that processing of the service request by the second technician would not cause the number of support sessions simultaneously serviced by the second technician to exceed the maximum number of support sessions that can be serviced by the second technician, the service request to a work queue associated with the second technician. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29)
Specification