Remote Computer Diagnostic System with Urgency-Based Service Queue
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Solution Overview
Problem
Home PC users lack convenient and efficient resources for PC maintenance and repair, particularly for software-related issues, and existing call centers face challenges in managing service requests, tracking technician productivity, and integrating appointment scheduling with billing systems.
Innovation Solution
A remote computer support system that allows customers to request services via multiple channels, manages service requests through a Service Manager module, integrates appointment scheduling, and tracks technician productivity, ensuring efficient service delivery and billing integration.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If a traditional call center handles service requests in order received, then service delivery is systematic, but customers experiencing urgent problems face excessive waiting time
Solution Approach 1:
The system changes the parameter of service request prioritization from fixed (first-come-first-served) to dynamic (urgency-based). The Service Manager module automatically adjusts service queue positioning based on urgency level, allowing urgent requests to jump ahead in the queue without manual intervention, thus reducing customer waiting time while maintaining systematic management.
Solution Approach 2:
The service management system transitions from a static queue structure to a dynamic one where request priorities can change automatically. The system continuously monitors request urgency and repositions items in the service queue accordingly, enabling flexible response to changing conditions while preserving overall system organization.
2Adaptability or versatility
If multiple PC maintenance applications are executed separately, then each application performs its specialized function, but system conflicts occur leading to reduced security and stability
Solution Approach 1:
The patent combines multiple separate PC maintenance applications into a single integrated maintenance application that performs virus scanning, system optimization, and other maintenance functions through a unified interface and coordinated execution. This merging eliminates conflicts between separate applications while preserving the specialized capabilities of each maintenance function, thereby maintaining system stability and security.
3Loss of information
If technicians manually track service requests and productivity, then detailed records can be maintained, but significant time is lost to administrative tasks
Solution Approach 1:
The Service Manager module implements self-service automation where the system automatically tracks service requests, generates technician assignments, monitors productivity metrics, and maintains detailed records without requiring manual intervention. This automated self-tracking preserves complete service information while eliminating the time technicians would spend on administrative tracking tasks, thereby improving productivity.
4Ease of operation
If appointment scheduling is integrated with call queue management, then customer convenience is improved, but system complexity increases
Solution Approach 1:
The Service Manager module is designed as a universal system that handles multiple service delivery modes (immediate call queue service and scheduled appointments) through a single integrated interface. This multi-functional design allows the system to manage both urgent and scheduled requests uniformly, improving customer convenience while avoiding the complexity of separate management systems through centralized control.
Data Source
AI summary
The system enables a call center to manage requests from remote computing clients for service. The system provides a number of software tools that allow technicians to perform routine maintenance and correct problems remotely. At the front-end, the system enables requests to be submitted by customers via various mediums, accesses a calendar to determine technician availability, determines the urgency of the request, and schedules an appropriate technician to address the reported problem. The system further includes tools that enable a technician to access a remote computing client to perform a number computer maintenance and diagnostics. Other tools enable the technician to correct problems that are detected through diagnostics. Calls to the call center are recorded and maintained in order to track pending issues and identify potential areas of improvement.