Dynamic distributed customer issue analysis

• US 20060235709A1
• Filed: 04/18/2005
• Published: 10/19/2006
• Est. Priority Date: 04/18/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Oggerino, Christopher Paul, Hamilton, William Eugene Gunnther
• Granted Patent: US 7,353,230 B2
• Time in Patent Office: Days
• US Class Current: 705/1.100
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

Methods and systems for managing a distributed and dynamic review of a set of information are described. A set of information instances (e.g., case summaries) are distributed over a computer system network to reviewer nodes. A list of review items (e.g., problem types) against which the information instances are to be reviewed are also distributed over the computer system network to the reviewer nodes. An updated list of review items is distributed over the computer system network to the reviewer nodes each time a change to the list of review items is received from any of the reviewer nodes.

Claims

1. A method of managing a distributed and dynamic review of a set of information, said method comprising:

distributing a set of information instances over a computer system network to a plurality of reviewer nodes;

distributing over said computer system network to said reviewer nodes a list of review items against which said information instances are to be reviewed; and

distributing over said computer system network to said reviewer nodes an updated list of review items each time a change to said list of review items is received from any of said reviewer nodes.

2. The method of claim 1 further comprising distributing over said computer system network to said reviewer nodes an updated summary of review results each time a result of a review of an information instance is received from any of said reviewer nodes.

3. The method of claim 2 wherein said review results comprise selection of an item from said list of review items for each information instance reviewed.

4. The method of claim 2 wherein said information instances each comprise a plurality of attributes, wherein said method further comprises sorting said review results according to said attributes.

5. The method of claim 1 wherein said information instances each comprise a plurality of attributes, wherein said method further comprises selecting said set of information instances according to said attributes.

6. The method of claim 1 wherein said set of information instances comprises a plurality of disjoint subsets of information instances.

7. The method of claim 1 further comprising accessing financial information to assign a monetary value to each of said review items.

8. A computer-usable medium having computer-readable program code embodied therein for causing a computer system to execute a method of managing a distributed and dynamic review of a set of information, said method comprising:

providing a plurality of reviewer nodes with access to a set of information instances;

associating with said information instances a list of review items against which said information instances are to be reviewed; and

providing to said reviewer nodes an updated list of review items each time a change to said list of review items is received from any of said reviewer nodes.

9. The computer-usable medium of claim 8 wherein said method further comprises providing to said reviewer nodes an updated summary of review results each time a result of a review of an information instance is received from any of said reviewer nodes.

10. The computer-usable medium of claim 9 wherein said review results comprise selection of an item from said list of review items for each information instance reviewed.

11. The computer-usable medium of claim 9 wherein said information instances each comprise a plurality of attributes, wherein said method further comprises sorting said review results according to said attributes.

12. The computer-usable medium of claim 8 wherein said information instances each comprise a plurality of attributes, wherein said method further comprises selecting said set of information instances according to said attributes.

13. The computer-usable medium of claim 8 wherein said set of information instances comprises a plurality of disjoint subsets of information instances.

14. The computer-usable medium of claim 8 wherein said method further comprises accessing financial information to assign a monetary value to each of said review items.

15. A system for managing a distributed and dynamic review of a set of information, said system comprising:

means for selecting a set of information instances for review and a list of review items against which said information instances are to be reviewed, wherein said set of information instances comprises a plurality of disjoint subsets of information instances;

means for updating said list of review items each time a change to said list of review items is received; and

means for updating a summary of review results each time a result of a review of an information instance is received; and

means for sending said set of information instances, said list of review items including updates, and said summary of review results including updates over a computer system network to a plurality of reviewer nodes.

16. The system of claim 15 further comprising means for accessing financial information to assign a monetary value to each of said review items.

17. The system of claim 15 further comprising means for selecting an item from said list of review items for each information instance reviewed.

18. The system of claim 15 further comprising means for sorting said review results according to attributes of said information instances.

19. The system of claim 15 further comprising means for selecting said set of information instances according to attributes of said information instances.

20. The system of claim 15 further comprising means for accessing financial information and assigning a monetary value to each of said review items.