| US 11,715,550 B1 | ||
| Business to customer communication portal | ||
| Keith Dressler, Ooltewah, TN (US); Bo Ferger, Lakesite, TN (US); Douglas Ford, Signal Mountain, TN (US); Rob Whelan, Daniel Island, SC (US); Yasser Ansari, New York, NY (US); and Yanis Markin, Moscow (RU) | ||
| Assigned to Rhinogram Inc., Chattanooga, TN (US) | ||
| Filed by Keith Dressler, Ooltewah, TN (US); Bo Ferger, Lakesite, TN (US); Douglas Ford, Signal Mountain, TN (US); Rob Whelan, Daniel Island, SC (US); Yasser Ansari, New York, NY (US); and Yanis Markin, Moscow (RU) | ||
| Filed on Jan. 19, 2017, as Appl. No. 15/410,431. | ||
| Claims priority of provisional application 62/281,506, filed on Jan. 21, 2016. | ||
| Int. Cl. G16H 10/60 (2018.01); H04W 4/14 (2009.01); G06Q 10/10 (2023.01); H04L 51/04 (2022.01); H04L 9/40 (2022.01); G06Q 10/1093 (2023.01) | ||
| CPC G16H 10/60 (2018.01) [G06Q 10/10 (2013.01); G06Q 10/1095 (2013.01); H04L 51/04 (2013.01); H04L 63/0428 (2013.01); H04W 4/14 (2013.01)] | 21 Claims |
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1. A method for managing communications between remote users and a computer system of an organization having a plurality of teams, wherein each team includes one or more team members configured to communicate with the computer system, the method comprising:
(a) receiving, at the computer system, a message in a first format from a remote user; (b) assigning, by the computer system, the received message to an appropriate team within the organization based on at least a portion of a content of the message; (c) sending, by the computer system, the received message within the organization to one or more team members of the team assigned to the received message; (d) tracking, by the computer system, a response time from the one or more team members of the team assigned to the received message; (e) reassigning, by the computer system, the received message to a different team or team member within the organization if the response time exceeds a predetermined period of time; (f) receiving, at the computer system, a response to the received message from the one or more team members of the team assigned to the received message; (g) sending, by the computer system, the response in the first format to the remote user; and (h) creating, by the computer system, a graphical display of response times for one or more teams or team members in the organization, wherein a horizontal axis of the graphical display identifies a range of different times during which response times for the one or more teams or team members were measured and a vertical axis identifies response-time data for the one or more teams or team members at times along the horizontal axis, wherein the computer system is configured to graphically display one or more data points of response-time data for the one or more teams or team members in the organization over the same range of different times on the horizontal axis to visually compare their relative response times in responding to received messages from remote users. |