Dynamic, real-time call tracking for web-based customer relationship management

  • US 6,865,268 B1
  • Filed: 01/16/2002
  • Issued: 03/08/2005
  • Est. Priority Date: 01/16/2001
  • Status: Active Grant
First Claim
Patent Images

1. A method for providing interactive, real-time call tracking and resolution management over a communications network, comprising the steps of:

  • providing an on-line call ticket request form for creating and submitting a call ticket for resolution;

    generating and displaying an interactive, on-call board user interface that identifies a plurality of members that are assigned and available to respond to a call ticket from a customer, a present status of each member and a primary contact number;

    automatically generating and displaying on the on-call board a plurality of icons representing communications options for each member based on the member'"'"'s status; and

    providing a plurality of icons that are accessible to each member and that generate hyperlinks to a plurality of additional functions associated with call tracking and resolution.

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