Invention Grant
- Patent Title: Storage, processing, and display of service desk performance metrics
- Patent Title (中): 服务台性能指标的存储，处理和显示
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Application No.: US12887264Application Date: 2010-09-21
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Publication No.: US08462922B2Publication Date: 2013-06-11
- Inventor: Robert Louis Evans, Jr. , Jared Allen Steele , Matthew Dale Wagster , Jack Carlos Zaldivar, Jr.
- Applicant: Robert Louis Evans, Jr. , Jared Allen Steele , Matthew Dale Wagster , Jack Carlos Zaldivar, Jr.
- Applicant Address: US CT Hartford
- Assignee: Hartford Fire Insurance Company
- Current Assignee: Hartford Fire Insurance Company
- Current Assignee Address: US CT Hartford
- Agency: Volpe and Koenig, P.C.
- Main IPC: H04M15/00
- IPC: H04M15/00 ; H04M3/00
Abstract:
An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements.
Public/Granted literature
- US20120069978A1 STORAGE, PROCESSING, AND DISPLAY OF SERVICE DESK PERFORMANCE METRICS Public/Granted day:2012-03-22
Information query
