US 12,255,789 B2
Customer satisfaction index for service level agreement monitoring
Dale L. Clark, Mukilteo, WA (US); and Jaan Leemet, Aventura, FL (US)
Assigned to TANGOE US, INC., Stamford, CT (US)
Filed by Tangoe US, Inc., Stamford, CT (US)
Filed on Jul. 26, 2023, as Appl. No. 18/359,652.
Claims priority of provisional application 63/400,193, filed on Aug. 23, 2022.
Prior Publication US 2024/0073108 A1, Feb. 29, 2024
Int. Cl. H04L 41/5022 (2022.01); H04L 41/5067 (2022.01)
CPC H04L 41/5022 (2013.01) [H04L 41/5067 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A system for re-prioritizing incoming service requests comprising:
a computer;
software executing on said computer, said software in communication with a plurality of service provider system computers to perform:
obtaining ticket data, the ticket data indicative of a plurality of service requests made to the service provider system computers by one or more users, each user associated with one or more customers and the ticket data further indicative of fulfillment results for the service requests;
accessing to one or more service agreements which are indicative of one or more minimum results requirements for one or more service requests or types of service requests;
determining a score for each of the one or more customers based on comparing the minimum results requirements to the fulfillment results for each of the one or more users associated with each of the one or more customers over a period of time with the score adjusted to be worse if there are fulfillment results not meeting the minimum results requirements and the score further adjusted based on fulfillment results for one of the one or more customers in comparison to others of the one or more customers;
detecting a new service request from a first one of the one or more customers at one or more of the service provider system computers and based on the score as compared to others of the one or more customers, re-prioritizing the new service request to be handled in a different order as compared to an order of receipt of the new service request;
wherein when the software identifies one or more external events which do not count against the minimum results requirements and/or the fulfillment results, the software adjusts the score associated with a set of service requests comprising one or more of the plurality of service requests so that the one or more external events are counted against the minimum results requirements and/or the fulfillment results for purposes of determining the score and reprioritizing at least one service request of the set of service requests.