Dynamic, real-time call tracking for web-based customer relationship management
DC
First Claim
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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Abstract
A method and computer product for locating and tracking the status of call tickets, communicating both asynchronously and synchronously with online members within an organization through an interactive, web-based, on-call board application. Members are provided with access to static and dynamic organizational information with a multi-level access control. An on-call board display is driven by preset permissions, department settings, and member inputs. A member of the organization selects status options and inputs information that dynamically drives the on-call board for each refresh cycle. Members are set to different permission levels, thereby controlling access to various icons, links, features or functions. The display of the number of call ticket requests for a listing of members is integrated into the on-call board. This integration further allows for a visual display of current tickets that are assigned to each member. A float board provides links to electronic mail and phone numbers for each individual member. A dynamic mailing list enables instant selection of mailing recipients through a member sorting template. Customer feedback scoring is automatically generated for each member based on the satisfaction feedback input received from customers on closed call tickets.
194 Citations
29 Claims
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1. A method for providing interactive, real-time call tracking and resolution management over a communications network, comprising the steps of:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A computer readable medium containing a computer program product for providing interactive, real-time call tracking and resolution management over a communications network, the computer program product comprising:
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program instructions that provide an on-line call ticket request form for creating and submitting a call ticket for resolution;
program instructions that generate and display 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;
program instructions that automatically generate and display on the on-call board a plurality of icons representing communications options for each member based on the member'"'"'s status; and
program instructions that provide 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. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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Specification
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- Resources
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Current AssigneeCharles T. Matthews, Serenitiva LLC (IP Edge LLC)
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Original AssigneeCharles Terence Matthews, John Michael Domjancic
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InventorsMatthews, Charles Terence, Domjancic, John Michael
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Primary Examiner(s)Bui, Bing Q.
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Application NumberUS10/051,477Time in Patent Office1,147 DaysField of Search379/88.17, 379/265.01, 379/265.02, 379/265.09, 709/204US Class Current379/265.09CPC Class CodesG06Q 10/10 Office automation; Time man...
