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System and method to optimize user queue placement to the appropriate level within a help desk

IP.com Disclosure Number: IPCOM000235709D
Publication Date: 2014-Mar-21
Document File: 2 page(s) / 35K

Publishing Venue

The IP.com Prior Art Database


Disclosed are a system and method to automatically route a user contacting a help desk to a higher level (i.e. level 2 or level 3) when the history of this user's problems for a given topic are always (or generally) resolved through involving a higher level of skill. This approach improves help desk efficiency and increases user satisfaction.

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System and method to optimize user queue placement to the appropriate level within a help desk

When a skilled user contacts a user support or help desk , it is often the case that the level of difficulty of the problem and the know solution are more advanced than what Level 1 support can address. Thus, a skilled user with a complex problem is forced to needlessly traverse the scope of help desk procedures through Level 1, when, based on support history, the user needs to directly reach a higher support level for results . This results in elevated frustration for both the user and the help desk agent .

There are no known solutions to the problem described . Typically, a user who has consistently required a higher level of support to resolve problems is required to navigate the entire support chain, starting with a lower level support structure before being routed to a more advanced level of support .

The solution is a system and method to automatically route a caller to an advanced level of support based on caller's historically demonstrated level of skill in a particular problem topic. When a user contacts the help desk in reference to a topic with which the user has historically proven highly skilled, the system directly routes the call to the next level of support. For example, if a caller's history for a given topic shows that the user is always routed to Level 2 for problem resolution, then the system recognizes this pattern and automatically routes the user to Level 2 (skipping level 1).

To implement the novel method and system for automatic routing of a user and storing a history of the support transaction:

1. User encounters a problem and contacts the help desk

2. User self-identifies (e.g., responding to a voice response unit (VRU)) per...