Escalation tracking and analytics system

Patent metadata

Field	Value
Publication number	US-11277321-B2
Application number	US-202016921332-A
Country	US
Kind code	B2
Filing date	Jul 6, 2020
Priority date	Jul 6, 2020
Publication date	Mar 15, 2022
Grant date	Mar 15, 2022

Abstract

An embodiment may involve persistent storage containing a representation of an escalation path including an ordering of groups, wherein the groups each represent agents and include maximum numbers of contact attempts, maximum times to wait after the contact attempts, and channels for each of the contact attempts. The embodiment may also involve processors configured to: (i) receive an indication that an event has occurred; (ii) perform attempts to contact the agents in the groups; (iii) receive a request for live tracking of the attempts; (iv) generate a representation of a graphical user interface that identifies: a current agent for which contact is being attempted, a number of attempts made to contact the current agent, and a time at which either a subsequent attempt or an escalation to a subsequent group is to be made; and (v) provide the representation of the graphical user interface.

First claim

What is claimed is:

1. A system comprising:
persistent storage containing a representation of an escalation path, the escalation path including an ordering of escalation groups, wherein the escalation groups in the ordering each represent one or more agents and include corresponding maximum numbers of contact attempts, corresponding maximum times to wait after the contact attempts, and corresponding channels for each of the contact attempts; and
one or more processors configured to:
receive an indication that an escalation-triggering event has occurred;
in response to receiving the indication, perform attempts to contact the agents in the escalation groups in accordance with the ordering and by way of the corresponding channels;
receive, from a client device, a request for live tracking of the attempts to contact the agents;
while the attempts to contact the agents are being performed, generate a representation of a graphical user interface that identifies: (i) a current agent that the system is attempting to contact, wherein the current agent is of a current escalation group, (ii) a number of attempts that have so far been made to contact the current agent, and (iii) a time at which either a subsequent attempt or an escalation to a subsequent escalation group in the ordering is configured to be made; and
provide, to the client device, the representation of the graphical user interface for display.

2. The system of claim 1 , wherein the representation of the graphical user interface also identifies: (i) a previous agent that the system attempted to contact, wherein the previous agent is of a previous escalation group, (ii) a previous number of attempts that were made to contact the previous agent, and (iii) a previous time at which a previous escalation to the current escalation group was made.

3. The system of claim 2 , wherein data related to the previous agent and the current agent in the graphical user interface are arranged along a timeline, wherein the timeline is in accordance with the ordering.

4. The system of claim 1 , wherein a first part of the graphical user interface identifying the current agent is actuatable to display, in a second part of the graphical user interface, one or more of the corresponding channels through which the attempts to contact the current agent have been made.

5. The system of claim 1 , wherein the corresponding channels include one or more of text message, voice call, or email.

6. The system of claim 1 , wherein the one or more processors are further configured to:
receive a further indication that the current agent has accepted the escalation-triggering event; and
in response to receiving the further indication, generate a modification to the graphical user interface that identifies: (i) that the current agent has accepted the escalation-triggering event, and (ii) a further time at which the current agent accepted the escalation-triggering event.

7. The system of claim 1 , wherein the one or more processors are further configured to:
receive a further indication that the current agent has rejected the escalation-triggering event; and
in response to receiving the further indication, generate a modification to the graphical user interface that identifies: (i) that the current agent has rejected the escalation-triggering event, and (ii) a further time at which the current agent rejected the escalation-triggering event, (iii) a subsequent agent that the system is attempting to contact, wherein the subsequent agent is of the subsequent escalation group, and (iv) a number of attempts that have so far been made to contact the subsequent agent.

8. The system of claim 1 , wherein the subsequent escalation group immediately follows the current escalation group in the ordering.

9. The system of claim 1 , wherein the one or more processors are further configured to:
store, in the persistent storage, log data representing the current agent, the current escalation group, the number of attempts that were made to contact the current agent, times at which each of the attempts were made, and whether the attempts resulted in: the current agent accepting the escalation-triggering event, the current agent rejecting the escalation-triggering event, or no response being received from the current agent.

10. The system of claim 9 , wherein the one or more processors are further configured to:
generate a further representation of a further graphical user interface that contains one or more visualizations including at least some of the log data, wherein the one or more visualizations are configurable bar charts, pie charts, wheel charts, graphs, cards, or lists.

11. A computer-implemented method comprising:
receiving an indication that an escalation-triggering event has occurred, wherein persistent storage contains a representation of an escalation path, the escalation path including an ordering of escalation groups, wherein the escalation groups in the ordering each represent one or more agents and include corresponding maximum numbers of contact attempts, corresponding maximum times to wait after the contact attempts, and corresponding channels for each of the contact attempts;
in response to receiving the indication, performing attempts to contact the agents in the escalation groups in accordance with the ordering and by way of the corresponding channels;
receiving, from a client device, a request for live tracking of the attempts to contact the agents;
while the attempts to contact the agents are being performed, generating a representation of a graphical user interface that identifies: (i) a current agent for which contact is being attempted, wherein the current agent is of a current escalation group, (ii) a number of attempts that have so far been made to contact the current agent, and (iii) a time at which either a subsequent attempt or an escalation to a subsequent escalation group in the ordering is configured to be made; and
providing, to the client device, the representation of the graphical user interface for display.

12. The computer-implemented method of claim 11 , wherein the representation of the graphical user interface also identifies: (i) a previous agent for which contact was attempted, wherein the previous agent is of a previous escalation group, (ii) a previous number of attempts that were made to contact the previous agent, and (iii) a previous time at which a previous escalation to the current escalation group was made.

13. The computer-implemented method of claim 12 , wherein data related to the previous agent and the current agent in the graphical user interface are arranged along a timeline, wherein the timeline is in accordance with the ordering.

14. The computer-implemented method of claim 11 , wherein a first part of the graphical user interface identifying the current agent is actuatable to display, in a second part of the graphical user interface, one or more of the corresponding channels through which the attempts to contact the current agent have been made.

15. The computer-implemented method of claim 11 , further comprising:
receiving a further indication that the current agent has accepted the escalation-triggering event; and
in response to receiving the further indication, generating a modification to the graphical user interface that identifies: (i) that the current agent has accepted the escalation-triggering event, and (ii) a further time at which the current agent accepted the escalation-triggering event.

16. The computer-implemented method of claim 11 , further comprising:
receiving a further indication that the current agent

Assignees

• Servicenow Inc

Inventors

• Deval Apeksha
• Mitra Soumya
• Manupadi Shivaprasad
• Manthripragada Aditya Mallik
• Rodriguez Ana Paola Medina

Classifications

• H04M3/5232

  Call distribution algorithms · CPC title

• H04M2203/404

  Collaboration among agents · CPC title

• H04M3/5133

  Operator terminal details · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• G06F3/0481

  based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance · CPC title