Abstract:
A real time record escalation system creates, maintains, tracks, and forwards escalation records based on records representing user requests collected from individual user workstations. The user request records are collected, and escalation records are created, maintained, tracked, and forwarded, and modify without downloading or installing a client onto the individual work stations.

Description:
CROSS-REFERENCE TO RELATED APPLICATION  
       [0001]     This application claims priority to copending U.S. provisional application entitled, “BREW” having Ser. No. 60/492,552, filed Aug. 5, 2003, which is entirely incorporated herein by reference. 
     
    
     COPYRIGHT NOTICE  
       [0002]     A portion of the disclosure of this patent document contains material which is subject to copyright protection. The copyright owner has no objection to the facsimile reproduction by anyone of the patent document or patent disclosure as it appears in the U.S. Patent and Trademark Office patent file or records, but otherwise reserves all copyright rights whatsoever.  
       TECHNICAL FIELD  
       [0003]     The present disclosure is generally related to software for computers and, more particularly, is related to the real time escalation of records.  
       BACKGROUND  
       [0004]     The use of telephone systems has grown exponentially over recent years. Subscribers are utilizing wireless telephones, wireline telephones, facsimile machines, personal computers, and pagers, among other devices, to place telephone voice and/or data calls. As a result of these telephone calls, telecommunications networks process billions of subscriber transactions for thousands of customers. With all of these customers, there are inevitably many customer service requests (CSRs). The telecommunications companies correlate these requests to respective subscriber records for prompt handling. In some instances, a request cannot be handled expeditiously, and the telecommunications companies escalate the request to a member of a service team who is more qualified to handle it. Many CSRs can arise in a month, and the voluminous quantity of requests requires investigation by personnel responsible for resolving any service difficulties. Quickly resolving a CSR increases the likelihood of the telecommunications company receiving satisfactory customer perception and an increase in market share in the highly competitive telecommunications industry.  
         [0005]     Often, handling of the CSR involves escalating the request until resolution. Typically, escalating a request requires personnel to contact numerous individuals and organizations, and access several systems to resolve the CSR. The escalation may take place over several hours, days, weeks or months. During the escalation process, personnel keep track of the progress of the resolution of the CSR. Currently, tracking escalations involves utilizing manual processes, such as preparing handwritten notes, rudimentary spreadsheets, or making mental notes of the status of the customer service issue.  
         [0006]     Some automated solutions have been developed. However, they require a client service package to be downloaded and installed to each of the users&#39; or customers&#39; systems. Typically, personnel involved in these functions are organized in customer service centers and handle many CSRs per month. Managing the escalation process, including supervising personnel and tracking the progress of a large volume of CSRs, quickly becomes unmanageable when the escalation process involves utilizing manual processes. It is burdensome to request a customer to download and install a software package onto his or her system, especially with the numerous, potentially harmful viruses that computer users are faced with every day. Many computer users are wary of downloading software from anyone, even people and companies that are well known to them for fear of introducing a virus onto their computer system. A record escalation system that forces a user to download and install a software client is becoming impractical. Thus, a heretofore unaddressed need exists in the industry to address the aforementioned deficiencies and inadequacies.  
       SUMMARY  
       [0007]     Exemplary embodiments of the present disclosure provide a system and method for a real time record escalation system.  
         [0008]     Briefly described, in architecture, one embodiment of the system, among others, can be implemented as follows: an interface for receiving records representing user requests collected from one or more individual workstations; at least one database containing data related to user requests; and a processing device configured for creating, maintaining, tracking, and forwarding escalation records based on the received records representing user requests and the data contained in the database related to user requests wherein the processing device creates, maintains, tracks, and forwards escalation records using a generic application on individual workstations.  
         [0009]     Exemplary embodiments of the present disclosure can also be viewed as providing methods for escalating records in a generic internet architecture. In this regard, one embodiment of such a method, among others, can be broadly summarized by the following steps: receiving records in a database, the records representing user requests collected from one or more individual workstations; creating escalation records based on the received records representing user requests; maintaining the escalation records; tracking the escalation records, and forwarding the escalation records; wherein the steps of creating, maintaining, tracking, and forwarding are performed with generic applications on the individual workstations.  
         [0010]     Other systems, methods, features, and advantages of the present disclosure will be or become apparent to one with skill in the art upon examination of the following drawings and detailed description. It is intended that all such additional systems, methods, features, and advantages be included within this description and be within the scope of the present disclosure. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0011]     Many aspects of the disclosure can be better understood with reference to the following drawings. The components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Moreover, in the drawings, like reference numerals designate corresponding parts throughout the several views.  
         [0012]      FIG. 1  is a block diagram depicting an exemplary embodiment of a escalation tracking system.  
         [0013]      FIG. 2A  is a block diagram depicting how a database is conventionally accessed across a network.  
         [0014]      FIG. 2B  is a block diagram depicting how a database is accessed across a network in the escalation system without client software on individual workstations, according to exemplary embodiment.  
         [0015]      FIG. 3  is a block diagram depicting an exemplary embodiment of a computing device that can be used to implement an exemplary embodiment of an escalation tracking system.  
         [0016]      FIG. 4  is a block diagram depicting an exemplary embodiment of a display of a main menu of a escalation tracking system.  
         [0017]      FIG. 5  is a diagram depicting an exemplary embodiment of a display of a form to submit a new escalation.  
         [0018]      FIG. 6  is a diagram depicting an exemplary embodiment of a display for viewing open escalations.  
         [0019]      FIG. 7  is a diagram depicting an exemplary embodiment of a display showing a drop menu system and the options for viewing an escalation record.  
         [0020]      FIG. 8  is a diagram depicting an exemplary embodiment of a display of a screen for searching records in an escalation tracking system.  
         [0021]      FIG. 9  is a diagram depicting an exemplary embodiment of a display of the detail record report and the escalation options.  
         [0022]      FIG. 10  is a diagram depicting an exemplary embodiment of a display of the initial options available in the escalation tracking system.  
         [0023]      FIG. 11  is a flow diagram depicting an exemplary embodiment demonstrating how a customer service issue is addressed in the escalation system.  
     
    
     DETAILED DESCRIPTION  
       [0024]     Disclosed herein are exemplary systems and methods for providing an escalation tracking system. To facilitate description of the inventive systems, an example system that can be used to implement the systems and methods for providing an escalation tracking system is discussed with reference to the figures. Although this system is described in detail, it will be appreciated that this system is provided for purposes of illustration only and that various modifications are feasible without departing from the inventive concept. After the example system has been described, an example of the operation of the system will be provided to explain the manner in which the system can be used to provide an escalation tracking system. The scope of the disclosure includes escalation systems outside the customer service and telecom contexts, i.e., other environments needing management of complaints or other types of escalations.  
         [0025]     Referring now in more detail to the drawings, in which like numerals indicate corresponding parts throughout the several views,  FIG. 1  is a block diagram depicting an exemplary embodiment of an escalation tracking system  100  in a telecommunications customer service context. A customer of a telecommunications service provider utilizes telephony devices, such as a telephone, computer, facsimile machine, wireless device, among others, to provide telephone service  102  that traverses the telecommunications network  104 . The telecommunications network  104  may be any type of communication network employing any network topology, transmission medium, or network protocol. For example, such a network may be any public or private packet-switched or other data network, including the internet, circuit-switched network, such as the public switched telecommunications network (PSTN), wireless network, or any other desired communications infrastructure and/or combination of infrastructures. In an exemplary embodiment, telephone service is provided by equipment, such as equipment associated with a telecommunications switch in the telecommunications network  104 . Customer service issues  106  occur related to the equipment in telecommunications network  104 . Customer service issues  106  include cannot call out, cannot be called, no dial tone, and static on phone lines, among others.  
         [0026]     In some cases, an issue occurs in providing the telecommunications service, and a customer service issue record  110  is generated from the customer service issue  106 . The customer service record  110  may require handling on an exception basis to obtain resolution. In one embodiment, the customer service record  110  is sent to an escalation system  112  for investigation, tracking, and resolution of customer service issues  106 . The escalation system  112  couples to the telecommunications network  104  such that a user of the system  112  can send electronic mail messages to other personnel.  
         [0027]      FIG. 2A  provides a diagram showing how databases are conventionally accessed across a network. The database(s)  201  to be accessed is(are) connected to some type of network  203 . The network  203  can be intranet, extranet, internet or any other network known to someone of ordinary skill in the art. A user workstation  205  is connected to the same network  203  allowing access to data in the database  201 . Traditionally, a suite of software client services  207  must be downloaded and to the user&#39;s workstation  205  or otherwise installed to facilitate the access to the database  201 .  
         [0028]      FIG. 2B  provides a diagram of one embodiment of the real time escalation system demonstrating how downloading and installing a suite of software client services  207 , as is necessary in the system of  FIG. 2A , can be avoided. In  FIG. 2B , the same database  210  may be connected to same network  212  which may be connected to workstation  214 . However, according to exemplary embodiments explained in further detail below, only an internet browser  208  (one example of a generic application such as Internet Explorer or Netscape) is needed to access the database  201  over the network  203 . Instead of using a proprietary software package specifically tailored to accessing the escalation system,  FIG. 2B  provides an exemplary embodiment of a real time escalation system that can be accessed using many generic applications readily available to the general public. According to exemplary embodiments, there is no need for downloading or installing client software for accessing the database  201 .  
         [0029]      FIG. 3  is a block diagram depicting an exemplary embodiment of a computing device that can be used to implement the escalation system  112 . Generally, in terms of hardware architecture, the escalation system  112  may include, inter alia, a server  300  connected through a network  340  to a plurality of user workstations  342 , though other embodiments include standalone implementations. The server  300  may include a processor  304 , memory  306 , a local interface  210 , and system input and/or output (I/O) interfaces  208 . The server  300  may act as a web server and an email server. In an exemplary embodiment, the memory  306  is configured to include an operating system  312 , escalation tracking logic  302 , and tables  314 . Microsoft Access™ is one example, among many others, of a software platform that can be utilized to provide the tables  314  and escalation tracking logic  302  to provide the functions discussed herein. The local interface  310  can be, for example but not limited to, one or more buses or other wired or wireless connections, as is known in the art. The local interface  310  may have additional elements, which are omitted for simplicity, such as controllers, buffers (caches), drivers, repeaters, and receivers, to enable communications. Further, the local interface  310  may include address, control, and/or data connections to enable appropriate communications among the aforementioned components.  
         [0030]     The processing device  304  may be a hardware device for executing software, particularly that stored in memory  306 . The processing device  304  can be implemented with any custom made or commercially available processor, a central processing unit (CPU), an auxiliary processor among several processors, a semiconductor based microprocessor (in the form of a microchip or chip set), a macroprocessor, or generally any device for executing software instructions.  
         [0031]     The memory  306  can include any one or combination of volatile memory elements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, etc.)) and nonvolatile memory elements (e.g., ROM, hard drive, tape, CDROM, etc.). Moreover, the memory may incorporate electronic, magnetic, optical, and/or other types of storage media. Note that the memory can have a distributed architecture, where various components are situated remote from one another, but can be accessed by the escalation system  112 . The software and/or firmware in memory may include one or more separate programs, each of which comprises an ordered listing of executable instructions for implementing logical functions. Further, the software in memory can include a suitable operating system (O/S)  312 . The operating system controls the execution of other computer programs, and provides scheduling, input-output control, file and data management, memory management, and communication control and related services.  
         [0032]     When the escalation tracking logic  302  and tables  314  are implemented as a source program, then the program may be translated via a compiler, assembler, interpreter, or the like, which may or may not be included within the memory, so as to operate properly in connection with the O/S  312 . Furthermore, the escalation tracking logic  302  and tables  314  can be written as (a) an object oriented programming language, which has classes of data and methods, or (b) a procedure programming language, which has routines, subroutines, and/or functions, for example but not limited to, C, C++, Pascal, Basic, Fortran, Cobol, Perl, Java, and Ada.  
         [0033]     When the escalation tracking logic  302  and tables  314  are implemented in software, they may be stored on any computer-readable medium for use by or in connection with any computer related system or method. The escalation tracking logic  302  and tables  314  can be embodied in any computer-readable medium for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instruction execution system, apparatus, or device and execute the instructions. In the context of this document, a “computer-readable medium” can be any means that can store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device. The computer-readable medium can be, for example but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, device, or propagation medium.  
         [0034]     When implemented as a hardware device for executing software, particularly that stored in memory, the escalation system  112  and tables  314  can include any custom made or commercially available processor, a central processing unit (CPU), an auxiliary processor among several processors, a semiconductor based microprocessor (in the form of a microchip or chip set), a macroprocessor, or generally any device for executing software instructions.  
         [0035]     I/O devices (not shown) that may be connected to the system I/O interfaces  308  may include input devices, for example but not limited to, a keyboard, mouse, scanner, microphone, etc. Furthermore, the I/O devices may also include output devices, for example but not limited to, a printer, display, etc. Finally, the I/O devices may further include devices that communicate both inputs and outputs, for instance but not limited to, a modulator/demodulator (modem; for accessing another device, system, or network), a radio frequency (RF) or other transceiver, a telephonic interface, a bridge, a router, etc.  
         [0036]     If implemented in hardware, as in an alternative embodiment, the escalation tracking logic can be implemented with any or a combination of the following technologies, as one skilled in the art would recognize: a discrete logic circuit(s) having logic gates for implementing logic functions upon data signals, an application specific integrated circuit (ASIC) having appropriate combinational logic gates, a programmable gate array(s) (PGA), a field programmable gate array (FPGA), etc.  
         [0037]     In an exemplary embodiment, data for the escalation system  112  is structured to include the plurality of tables  314  stored in memory  306  and accessible by the escalation tracking logic  302  and operating system  312 . The escalation tracking logic  302  may be utilized to control data contained in the tables  314 . In one embodiment, the plurality of tables  314  includes data such as record identification number  318 , telephone number  320 , repeat caller indicator  322 , follow-up time  324 , irate caller identifier  326 , status indicator  328 , customer name  332 , creation date  330  and responsible user  334 , among others.  
         [0038]     According to an exemplary embodiment, the record identification number  318  includes the number assigned to a particular escalation record by the system  112 . The telephone number  320  includes the phone number of the customer with the customer service issue. The repeat caller indicator  322  includes an indication of whether the customer has called before with a customer service issue. The follow-up time  324  includes a time within which a customer should receive a response to his or her customer service issue. The irate caller indicator  326  indicates whether the caller was angry when he or she called with an issue. An irate caller may entail a different escalation path or procedure. For instance, there may be some escalation team members that are better at diffusing explosive situations, and the record Could be directly forwarded to them.  
         [0039]     The status indicator  328  indicates whether the case is opened or closed, having achieved the resolution. The customer name  332  includes the name of the customer who called with the customer service issue. The creation date  330  may be assigned by the system when the record is created, designating the date on which the record was created. The responsible user field  334  includes an indication of the user presently responsible for resolving the customer service issue and for closing the case. In an exemplary embodiment, the last name of the responsible user may be shown, except where duplicate last names exist, in which case a first name or initial would be included.  
         [0040]      FIG. 4  is a block diagram depicting one embodiment of a display of an authorization screen  400  of an escalation tracking system  100 . According to this embodiment, to access the escalation system a user must enter a valid user ID  402  shown in the figure as CUID and a corresponding password  404  which have been saved in the system. This exemplary embodiment, among others, also provides the ability to split the authentication procedure between multiple databases. In  FIG. 4 , the user may choose to be authenticated from the Management database  408  or from the Craft database  410 . One possible enhancement enabled by this feature is to separate the accessibility granted to a particular user based on which database he or she is authenticated in. After the user enters the user ID  402  and the password  404 , the user then clicks the submit button  406  to enter the system.  
         [0041]      FIG. 5  is a block diagram depicting one embodiment of a display of a new escalation submission form. The form may include fields relevant to tracking most customer service issues. The fields may include the name of the user submitting the record  502 , a link for changing a password  503 , the user ID of the user  504 , a field for indicating whether the customer was satisfied with their present level of service  506 , an indicator whether the customer requested service after hours  508 , a field for entering the type of issue  510 , a field for entering an indication of whether the customer is irate  512 , a field for indicating whether the customer is a repeat customer  514 , a field for indicating the type of trouble found  516 , a field for entering the customer telephone number  518 , a field for linking this record to a legacy system  520 , a field for indicating the state of the caller  522 , a field indicating the referring party of the customer service issue  524 , a field for indicating the reason for escalation  526 , a field for the comments supplied by the customer  528 , and a field for supplying comments by the user  530 .  
         [0042]     The party referring the customer service issue  502  may be in the form: “last name, first name.” This field provides other users who access this particular escalation record a contact person should they have any questions concerning the information in the record. The user ID  504  is the corresponding ID for the user entering the escalating record. The link for changing the password  503  leads to a screen which allows the user to change the password. The field for indicating if the customer requests better service  506  can be used as a indicator of a priority of this particular record. If a customer is unhappy and requires a better service commitment, then this field places the record as one of higher priority to be resolved. The out-of-hours access field  508  is an indication as to the availability of the customer and whether there is difficulty in resolving the issue. The field for the type of customer service issue  510  is used to indicate whether this is an escalation of a record or if this is for follow-up purposes only. The field for indicating whether the customer is a repeat customer  514  can be used to determine whether a particular customer is having several problems or if this is the first instance in which this customer has had an issue.  
         [0043]     The field for indicating what type of trouble that the customer is having  516  indicates whether the trouble is of the nature of NDT (No Dial Tone), CCO (Can&#39;t Call Out), CBC (Can&#39;t Be Called), PHYS (PHYSical problem such as broken phone jack or cut wire), TRAN (TRANSmission problem such as static on the line), MEM (MEMory function such as call waiting or voice mail), or some other type of trouble among others.  
         [0044]     The telephone number  518  is the ten digit telephone number of the customer with the customer service issue. The field for the linking record number from the legacy system  520  allows a company with a legacy system to link previous records to those in a newly implemented real time escalation system. If the legacy field  520  were not available, no information from that system would be able to be linked with that of the new system. The state field  522  is the state where the customer is located. The referred from field  520  may be the city location of the center that the customer called.  
         [0045]     The reasons included in escalation field  526  could include such reasons as a medical emergency, a higher management complaint, a death in the family, a doctor on call, an outside plant, a hazardous condition, a field supervisor call back, chronic repeated report generator, and a buried service wire problem, among others.  
         [0046]     The customer comment field  528  can be used to provide any comment provided by the customer such as: “My phone service is down,” or “There is noise on the line,” among others. The additional comment field  530  is required when some other reason for escalation has been selected or if the customer service user had some additional comments to make outside of those from the customer. This field is useful for situations which don&#39;t fit inside the constraints of the system as designed. When all the fields are correctly selected on the form, the user clicks on submit button  532 . In an exemplary embodiment, there are some fields which are required to be entered. If the submit button is clicked without those required fields entered, an error will be generated, and the user is prompted to fill out those fields on the escalation record form. A required field may be indicated by a different color such as red as is commonly used. There may be other indications or methods of indicating which fields are required.  
         [0047]      FIG. 6  is a block diagram depicting one embodiment of the display of open escalations  600  of an escalation tracking system  112 . The open escalation form  600  is utilized by any user to view the records that are currently open in the system. An indicator that a record is open means that, in some respect, some further action is necessary to resolve the customer service issue. The fields shown are configured to be those which are most pertinent in assessing the workload and in locating one record in the list.  
         [0048]     In one embodiment the form  600  includes sections for record ID number  606 , a drop menu for viewing options  602 , a drop down menu for a number of records viewed per page  604 , the telephone number of the customer  608 , an indicator of a repeat customer  610 , an indication of an irate customer  612 , an indication of the status of the record  614 , the name of the customer  616 , the date the record was created  618 , an indicator that the case is on hold  620 , an indication of whether the case is closed  622 , an indication that the record was rejected  624 , and an indication that the record has been sent to a PWE (POTS (Plain Old Telephone System) Web Escalation team member)  626 , among others.  
         [0049]     The ID field  606  is the field that was assigned by the system when the record was originated as demonstrated in  FIG. 5 . The telephone number  608  is the number as entered in the new record from  FIG. 5 . The repeat, irate, and status fields  610 ,  612 , and  614  are populated with the information as entered in the  FIG. 5 , customer name  616 , and the date created  618 . The closed field  622 , rejected field  624 , and sent to PWE field  626  are populated on another screen which will be described hereinafter.  
         [0050]     The view option drop down menu  602  and view per page drop down menu  604  from  FIG. 6  are shown in more detail in  FIG. 7 . Options for the viewing options include selections for the cases which are opened  702 , closed  704 , on hold  706 , assigned to PWE  708 , rejected  710 , or for viewing all cases  712 , among others. The view per page drop down menu may include choices for the number of records to view per page such as 100 per page, 250 per page, 500 per page, and 750 records per page, among others.  
         [0051]      FIG. 8  is a block diagram depicting one embodiment of a record searching page  800  from which a user can search for records based on data in particular fields. One preferred embodiment includes search fields such as the telephone number  802 , a user ID  804 , the EEG ID  806 , a legacy system ticket number  808 , a repeat caller indicator  810 , and case status  812 . Each of these fields would have been entered into the record as shown in  FIG. 5 . After a user has filled in one or more of the fields, the user clicks the GO button  814 . Other implementations of the GO button may be OK, SUBMIT, etc. One of ordinary skill in the art would know that the six fields shown are not the only fields for which a search may be performed. The fields may be searched. In one embodiment, upon clicking GO, the results for the search will appear on a screen as shown in  FIG. 8B  element  816 , showing the number of records found for the fields that were searched in and the pertinent information for each of those records as shown previously in  FIG. 6 .  
         [0052]      FIG. 8  is a diagram depicting one embodiment of the display of the available actions for a user on a submitted record. The actions available to the user include Comment Only  902 , Close  904 , Submit to PWE  906 , Place on Hold  908 , and Reject  910 , among others. A Comment field  912  is also available to append comments with any of the selections. After the selection is made and, optionally, a comment has been entered, the update button  914  is clicked on to append the record being updated.  
         [0053]      FIG. 10  is a block diagram depicting one embodiment of the display of the top navigational menu with the available options once access has been granted to a user. The buttons shown in  FIG. 10  can either link to another page or provide a pull down menu for other options. In an exemplary embodiment, menus include Home  1002 , RC2 users  1004 , EEG Users  1006 , Reports  1008 , Admin  1010 , and Help  1012 , among others. RC2 users are the members of the group receiving the service calls and entering them into the system. They may also determine whether the record of the service call needs to be escalated and escalate the record to the EEG users who are the recipients of the escalated records, and who are responsible for ensuring that the customer issue has been resolved. The Home selection  1002  returns the user to the landing page. Selecting the RC2 User button  1004  presents a pulldown menu which includes the following options, among others: a user may submit a new escalation, view a list as shown in  FIG. 7  which provides the detailed view of all escalations sorted by status, and Search as in  FIG. 8A  which allows the user to search for escalation records using multiple criteria.  
         [0054]     The EEG User drop down menu  1006  includes an EEG Login option, a View list option, and a Search option, among others. The EEG Login option allows EEG Users to login and began working on escalated records, to post comments, and to update the status of a record. The EEG Login first requires an authorization to allow this function. The View List option provides a detailed view of all escalations sorted by status. The Search option allows the user to search for escalations using multiple criteria.  
         [0055]     The Reports button  1008  allows access to all of the customer reports that have been generated. The Admin menu button  1010  allows application administrators to add user profiles, reset passwords, and alter other configurable site details. The Help button  1012  links to a text file that explains the operation of the escalation application.  
         [0056]      FIG. 11  is a flow chart depicting functionality in accordance with an exemplary embodiment of an implementation of an escalation tracking system. The process begins at  1102 . At  1104 , a customer service request is received. In an exemplary embodiment, a customer service representative responsible for resolving customer service issues receives the customer service request. At  1106  the representative reviews the issue. At  1110 , the customer service representative creates a CSR. At  1108 , a determination is made as to whether the representative can resolve the customer service issue. The representative examines the issue and determines the nature of the problem and the organization responsible for resolving the problem. Non-limiting examples of resolution steps taken by a representative include reviewing pending service orders and contacting appropriate personnel to resolve issues that the customer may see, arranging to disconnect or connect service as required on an order, or arranging for a field service representative to trouble shoot a service problem. If the representative determines that he or she is able to resolve the issue at  1124  the representative resolves the issue.  
         [0057]     At  1120  the representative closes the customer service request. The process then ends at  1122 . If the representative determines that he or she is unable to resolve the customer service issue at  1108 , at  1112  an escalation occurs and the escalation record is created is forwarded to appropriate escalation managers for the resolution of the issue.  
         [0058]     In an exemplary embodiment, an electronic mail (email) message is created by a server, like server  300 , that includes the escalation record attached to the email message. The attachment may be in Microsoft Word™, for example. The email message is sent to the appropriate representative and the department responsible for resolving the issue.  
         [0059]     At  1114 , the escalation record created in the escalation system is tracked. In an exemplary embodiment, tracking the escalation record includes, for example, maintaining information about the escalation such as the status of the issue, contact information, and status of the escalation. At  1116 , a determination is made as to whether the customer service issue has been resolved. If not, the escalation record is forwarded to the manager at  1112 .  
         [0060]     In an exemplary embodiment, the escalation record is escalated to the next level of representatives in the responsible organization for resolution. If the customer service issue is resolved, at  1118 , the escalation record is updated and closed. At  1120  the customer service message is closed. The process ends at  1122 .  
         [0061]     It should be emphasized that the above-described embodiments of the present disclosure, and particularly any exemplary embodiments, are merely possible examples, among others, of implementations, merely set forth for a clear understanding of the principles of the disclosure. Many variations and modifications may be made to the above-described embodiment(s) of the disclosure without departing substantially from the spirit and principles of the disclosure. All such modifications and variations are intended to be included herein within the scope of this disclosure.