System and method for monitoring support activity

• US 6,574,615 B1
• Filed: 10/06/1999
• Issued: 06/03/2003
• 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: Lakshminarayanan, Ganapathi S., Huber, Gary D.
• Primary Examiner(s): Shah, Sanjiv
• Application Number:
  US09/413,523
• Time in Patent Office: 1,336 Days
• Field of Search: 707/2, 707/204, 707/10, 707/104, 707/203, 707/1, 707/8, 705/11, 345/338
• US Class Current: 1/1
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: Y10S 707/99931 Database or file accessing
• CPC Class Codes: Y10S 707/99932 Access augmentation or optimizing
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

The present invention discloses a computer system for measuring and monitoring local client support activity associated with servicing and supporting a computer by a client. The system includes a local client support activity file in the local computer, the local client support activity file records local client support activity. The local client support activity file is further operable to be uploaded when the client contacts a support center using the local computer.

Claims

1. A computer system for measuring and monitoring local client support activity associated with remotely servicing and supporting a client using a local computer comprising:

the local computer having a local client support activity file for recording local client support activity, the local computer operable to selectively connect with a remote support center;

the local client support activity file further operable to be uploaded when the client contacts the remote support center using the local computer;

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

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

the local client support activity file further comprises;

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 at least one support utility; and

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

3. The computer system of claim 2 wherein the local client support utility comprises at least one program selected from the group consisting of a help program, a diagnostic program, and a tutorial program.

4. The computer system of claim 1 wherein the support center computer further comprises a database for collecting uploaded client support activity files.

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

a client support activity file maintained at the local computer;

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

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

the remote support center providing at least one remote support utility selected from the group consisting of a help program, a tutorial program, and a diagnostic program wherein the diagnostic program comprising a resource for examining a local computer to identify 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.

6. The computer system of claim 5 wherein the support center activity file further comprises:

an electronic support based portion; and

a telephone support based portion.

7. The computer system of claim 5 wherein the local client support activity file monitors and records use at a local computer of selected portions of programs selected from the group consisting of a help program, a diagnostic program, and a tutorial program.

8. The computer system of claim 7 further comprising:

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

9. The computer system of claim 8 wherein the local client support activity file is selectively operable to record local client support activity.

10. The computer system of claim 8 further comprising a network for selectively connecting the local client support activity file with the remote support center computer.

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

recording local support activity at a 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 remote support center; and

providing remote support to the local computer including providing at least one remote support utility selected from the group consisting of a help program, a tutorial program, and a diagnostic program wherein the diagnostic program comprising a resource for examining a local computer to identify failures and inefficiencies.

12. The method of claim 11 wherein the step of recording local support activity further comprises identifying the local computer.

13. The method of claim 11 wherein the step of uploading the local client support activity file further comprises:

uploading the local client support activity file at the remote support center; and

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

14. The method of claim 13 further comprising using the remote support center database to evaluate the effectiveness of local support utilities.

15. The method of claim 13 further comprising:

recording the remote support center activity in a support center activity file; and

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

16. The method of claim 15 wherein the step of recording remote support center activity further comprises:

recording the time and date of remote support activity;

recording telephone support activity;

recording electronic internet support activity; and

recording the identity of a client who is given support.

17. The method of claim 16 further comprising using the support center database to evaluate the effectiveness of local support utilities and support center activities.