Monitoring a response time for a user request

Details Monitoring a response time for a user request Monitoring a response time for a user request

2005-12-13

2009-11-03

Vy, Hung T (Department: 2163)

Telephonic communications

Audio message storage, retrieval, or synthesis

Indication or notification of message

C379S100060, C707S793000

Reexamination Certificate

active

07613281

ABSTRACT:
A processing system allows for the monitoring of user requests such that a response may be provided within a defined maximum processing time (MPT). The user request relating to issues or concerns with a product or application/usage of the product is received through an input portal, such as a web site. The user request is assigned a response time, typically based on the type of request, where the response time indicates a preferred guideline for how quickly an assistant should provide a response. Once the request has been assigned to an assistant, a notification is generated to inform the assistant about the user request and the corresponding deadline for response. At a pre-determined time prior to the expiration of the response time, it is determined if the response has been provided. If the response has not been provided, a reminder is generated to inform the assistant of the pending deadline.

REFERENCES:
patent: 6848107 (2005-01-01), Komine et al.
patent: 2005/0021617 (2005-01-01), Rusitschka
patent: 2005/0041793 (2005-02-01), Fulton et al.

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