System and method for monitoring support activity

• US 6,564,220 B1
• Filed: 12/17/1999
• Issued: 05/13/2003
• Est. Priority Date: 10/06/1999
• Status: Expired due to Term

• Current Assignee: Dell USA LP A Texas Limited Partnership
• Original Assignee: Dell USA LP (Dell Technologies Inc.)
• Inventors: Huber, Gary D., Lakshminarayanan, Ganapathi S.
• Primary Examiner(s): Shah, Sanjiv
• Application Number:
  US09/465,569
• Time in Patent Office: 1,243 Days
• Field of Search: 707/100, 707/204, 707/101, 707/104, 707/102, 714/46, 714/37, 714/40, 714/7, 714/38, 714/49, 714/20, 714/22, 714/25
• US Class Current: 1/1
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: Y10S 707/99953 Recoverability

Abstract

A computer system for measuring and monitoring local client support activity associated with servicing and supporting a computer by a client is disclosed. The system includes a local client support activity file in the local computer. The local client support activity file preferably records local client support activity. The local client support activity file is further operable to be uploaded when the client contacts a networked support center using the local computer. The system may also be used to evaluate the effectiveness of local support utilities and support center utilities.

Claims

1. A computer system for measuring and monitoring local client support activity associated with providing service and support to a client using a local computer comprising:

the local computer having a local client support activity file, the local client support activity file operable to record local client support activity, the local computer operable to selectively connect with a networked support center;

the local client support activity file further operable to be uploaded over a network when the client contacts the networked support center using the local computer; and

the networked support center having at least one support utility operable to provide client support and operable to receive and store the local client support activity file;

the support utility selected from the group consisting of a help type program, a tutorial type program, and a diagnostic type program comprising a resource for examining a local computer for failures; and

the local client support activity file further comprising;

a service tag for identifying the local computer;

a record of the date and time of the local support activity; and

a record of local support activity.

2. The computer system of claim 1 wherein the local computer comprises:

the at least one support utility, the support utility further comprising at least one local client support utility; and

the local client support activity file further operable to record local client support utility activity.

3. The computer system of claim 1 further comprising:

a networked support center computer selectively connected to the local computer; and

the networked support center computer operable to upload the local client support activity file.

4. The computer system of claim 3 further comprising:

the networked support center computer operable to provide the at least one support utility, the support utility further comprising at least one support center utility; and

a support center activity file maintained at the support center computer operable to record support center activity.

5. The computer system of claim 4 wherein the at least one support center utility comprises:

at least one internet based support application; and

the support center activity file further operable to record internet based support application activity.

6. The computer system of claim 4 wherein the at least one support center utility comprises:

at least one utility operable to receive and process a network support incident; and

the support center activity file further operable to record the network support incident.

7. The computer system of claim 4 further comprising:

a telephone support portion; and

the support center activity file further operable to record telephone support activity.

8. The computer system of claim 4 wherein the networked support center computer further comprises a database for collecting uploaded client support activity files.

9. A computer system for measuring and monitoring client service and support activity associated with a local computer comprising:

a local client support activity file maintained at the local computer;

a support center activity file maintained at a networked support center;

a database selectively connected with the local computer and the networked support center having combined information from the local client support activity file and the support center activity file;

the networked support center providing at least one support utility selected from the group consisting of a help type program, a tutorial type program, a diagnostic type program comprising a resource for examining a local computer for failures; and

the local client support activity file further comprising;

a service tag for identifying the local computer;

a record of the date and time of the local support activity; and

a record of local support activity.

10. The computer system of claim 9 further comprising:

the local client support activity file operable to monitor and record use of selected portions of the at least one support utility at the local computer;

the local client support activity file further operable to be uploaded by a support center computer selectively connected to the local computer; and

the support center computer further connected to the database such that data from the local client support activity file may be transferred into the database.

11. The computer system of claim 10 wherein the support center activity file further comprises:

an electronic support based portion; and

a telephone support based portion.

12. The computer system of claim 11 wherein the electronic support based portion comprises a record of networked service incidents.

13. The computer system of claim 11 wherein the electronic support based portion comprises a record of internet based support activity.

14. The computer system of claim 11 wherein the telephone support based portion comprises a record of telephone support activity.

15. A method for tracking support activity associated with a local computer comprising the steps of:

recording local support activity at the local computer in a local client support activity file, the local client support activity file further comprising;

a service tag for identifying the local computer;

a record of the date and time of the local support activity; and

a record of local support activity;

uploading the local client support activity file at a networked support center computer including providing at least one support utility selected from the group consisting of a help type program, a tutorial type program, and a diagnostic type program wherein the diagnostic type program comprises a resource for examining a local computer to identify inefficiencies; and

storing the local client support activity file in a support center database.

16. The method of claim 15 further comprising using the support

center database and the data stored therein to evaluate the effectiveness of the at least one

support utility, wherein the at least one support utility further comprising at least one local support utility.

17. The method of claim 15 further comprising:

recording networked support center activity in a support center activity file; and

storing the support center activity file in the support center database.

18. The method of claim 17 further comprising using the support center database to evaluate the use and effectiveness of the at least one support utility, wherein the at least one support utility further comprises at least one local support utility and at least one support center utility.

19. The method of claim 18 wherein recording support center activity further comprises recording internet based support activity.