Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Of centralized switching system
Reexamination Certificate
1998-08-25
2002-09-10
Tieu, Binh (Department: 2643)
Telephonic communications
Diagnostic testing, malfunction indication, or electrical...
Of centralized switching system
C379S001010, C379S009010, C379S009030, C379S010010, C379S015010, C702S179000, C702S183000
Reexamination Certificate
active
06449341
ABSTRACT:
BACKGROUND OF THE INVENTION
1. Field of the Invention
The present invention relates to call centers and, more particularly, to the data collected and processed by call centers that support computer software systems and applications.
2. Description of the Related Art
The use of telephone call service centers such as customer support centers to support computer software applications and systems is well known. Many companies have utilized call centers to support the use of computer software applications and systems by internal employee populations. Other companies have established live-operator call centers to support commercial software products and related services. For example, telephone service companies such as long distance telephone service companies utilize live-operator attended call centers to answer product and service questions, respond to customer account inquiries, provide technical support and help-desk services, and to otherwise respond to customer needs.
Typically, a live-operator call center, such as one that, supports customers who have computer software problems (e.g., a help-desk call center), responds to callers by preparing a trouble report for each call. In particular, the nature of each support call handled by a call center is recorded in a “trouble ticket.” A trouble ticket is completed by a call center attendant and often includes data related to a reported problem, the time and date of the call, the caller's name, a set of notes related to the reported problem, a planned course of response, and, possibly, a host of other trouble-related information. After a trouble ticket is completed, it may be: routed for further handling and processing to complete a satisfactory response to a reported problem; stored in an archive in the event that a satisfactory response was performed to respond to the reported problem; or handled in some other way dictated by a particular business process (e.g., delivered to a customer satisfaction group within an organization, etc.). Usually, trouble tickets are stored in a database managed by a call center.
Although stored trouble ticket data is often used to derive certain demographic and basic statistical information, such data often is underutilized. For example, call center trouble ticket data often is used to drive queries and reports about caller attributes, product usage statistics, etc. Unfortunately, there exists no way to take advantage of the data stored in a call center trouble ticket database to drive queries and reports, for example, that may be used to affect or otherwise manage and control the specific attributes or sub-systems of a particular software application. As such, companies involved in development and/or use of a software application or system are left to trial and error in terms of fixing software problems and correcting underlying causes of system problems and failures. As a result, companies often release or use software applications and systems that contain problems that are not accurately tracked. And, as there is no way to accurately determine the cause of software system problems, companies and call centers often have to employ and deploy additional and costly resources (including additional personnel) to handle what otherwise may be fixable problems.
Thus, there exists a need to provide an improved apparatus and method for managing a software system via analysis of call center trouble ticket data. To be viable, such an apparatus and method must allow trouble ticket data to drive statistical analyses in regard to particular software application modules and subsystems. Such an apparatus and method must be user-friendly and must produce reports and other outputs that identify particular software application problem areas. Such reports and outputs must be suited to form part of a plan to positively affect the refinement and/or lifecycle of a particular software application or system.
SUMMARY OF THE INVENTION
The present invention solves the aforementioned problems associated with managing or otherwise affecting the lifecycle of a software system or application by providing an apparatus and a method that automatically analyze call center trouble ticket data. Such analysis includes, but is not limited to, calculating relative call volumes for particular subsystems of a software system or application. As a result of such analysis, outputs including reports and graphical charts are generated. Such reports may be used by planning personnel to establish and monitor business processes aimed at correcting software problems, managing call center resources, and affecting the lifecycle of a software system.
By providing such an apparatus and method the present invention also provides certain benefits. For example, by analyzing call center trouble ticket data related to particular subsystems of a larger software system or application, those responsible for software system support and maintenance can now be informed as to particular problem areas. As such, those entities responsible for operating call centers may now allocate resources including support personnel to handle trouble calls. Also, software manufacturers will be able to isolate particular problems areas to better allocate technical personnel to fix or otherwise manage software problems, bugs, and defects. And, as the present invention produces outputs that are user-friendly and easy to understand, business personnel will be able to better control resource allocation and, ultimately, costs associated with supporting and controlling the lifecycle of a particular software system or application.
The present invention achieves the above-described benefits by providing an apparatus and method for managing a software system that include and involve a data storage subsystem that has a database for storing data related to call center trouble tickets which are generated in response to corresponding trouble reports related to a software system. Additionally, the apparatus and method include and involve a processor that is coupled to the data storage subsystem and which is operative to process the data stored in the database by producing statistics related to the software system and particular subsystems thereof, and to store the generated statistics in the data storage subsystem. And, the apparatus and method include and involve an output subsystem that is coupled to the processor and to the data storage system and which is operative to automatically retrieve the statistics from the data storage subsystem to generate at least one report based on the statistics.
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Adams Mark
Bridges Don R.
Holmes Marty
Lockie Ken
MCI Communications Corporation
Tieu Binh
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