Multiple simultaneous session support by a remote technician using preliminary queues
US9111246B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 11, 2013 |
| Grant date | Aug 18, 2015 |
| Priority date | — |
| Expiry date | Oct 11, 2033 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/1097
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.