Abstract:
An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.

Description:
FIELD 
     This invention relates generally to technical support, more particularly, to systems and methods for technical support based on a flock structure. 
     DESCRIPTION OF THE RELATED ART 
     Computers and software have become critical tools in today&#39;s information based society. Computers and software have provided tools to users to greatly increase work efficiencies. However, with the advantages provided by computers and software come occasional technical problems associated with the computers and software applications. A typical solution to a computer and/or software technical problem is to contact technical support of the company that provided the computer and/or software. 
     Technical support departments are typically organized in a funnel structure. More particularly, the funnel structure is based on having a large number of generalists to intake the reported problem and attempt to resolve the reported problem. Above the generalists, there is a smaller number technical experts. If the first level of support, the generalists, cannot resolve the problem, the generalist can then escalate the reported problem to the technical experts for resolution. When the problem is resolved by the technical expert, the resolution is forwarded to the generalist to report back to the report user. 
     However, as products evolve and become increasing complex, it is becoming apparent that the generalists or first level of support are becoming less equipped to handle the reported issues as the products demand an increasing knowledge of specialized areas. In effect, the technical support issues are demanding the generalist to have more breadth of knowledge as well an increasing depth of knowledge. Ultimately, this can lead to a situation of hiring entry level associates (at entry level prices) will become problematic since the wide range of expertise required in a single person. Accordingly, there is a need in the art for a way to provide resolution of technical issue without demanding for specialized skills and a wide breadth of knowledge for entry level technical support personnel. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       Various features of the embodiments can be more fully appreciated, as the same become better understood with reference to the following detailed description of the embodiments when considered in connection with the accompanying figures, in which: 
         FIG. 1  depicts an exemplary system in accordance with an embodiment; 
         FIG. 2  illustrates an exemplary flock structure in accordance with another embodiment; 
         FIG. 3  depicts an exemplary distribution structure for a ticket in accordance with yet another embodiment; 
         FIG. 4  illustrates an exemplary flow diagram for routing in accordance with yet another embodiment; 
         FIG. 5  depicts an exemplary graphical user interface for a technical support request in accordance with yet another embodiment; 
         FIG. 6  illustrates an exemplary flow diagram for telephone routing in accordance with yet another embodiment; 
         FIG. 7  depicts an exemplary flow diagram for distributing posts in accordance with yet another embodiment; and 
         FIG. 8  depicts an exemplary computing platform in accordance with yet another embodiment. 
     
    
    
     DETAILED DESCRIPTION OF EMBODIMENTS 
     For simplicity and illustrative purposes, the principles of the present invention are described by referring mainly to exemplary embodiments thereof. However, one of ordinary skill in the art would readily recognize that the same principles are equally applicable to, and can be implemented in, all types of information and service portals, and that any such variations do not depart from the true spirit and scope of the present invention. Moreover, in the following detailed description, references are made to the accompanying figures, which illustrate specific embodiments. Electrical, mechanical, logical and structural changes may be made to the embodiments without departing from the spirit and scope of the present invention. The following detailed description is, therefore, not to be taken in a limiting sense and the scope of the present invention is defined by the appended claims and their equivalents. 
     Embodiments generally relate to methods and systems for a novel technical support model that provides enhanced service and visibility. More particularly, a flock structure can be implemented to support the products of an entity. The flock structure can be organized around product or component skill specialization, i.e., a specialized group of senior and junior technical support staff focused on a specific areas. A logical router can be configured to direct an incoming technical issue to an appropriate technical group to resolve the technical issue either via web site or via telephone. The technical issue is assigned to a flock member, who takes ownership of the issue. The technical issue can also be logged into an issue tracker module. The issue tracker module can then be configured to issue notification to the rest of the flock members to provide attention to the technical issue. Outside members of the flock can subscribe to a mailing list provided by the issue tracker module to become fully informed about the issue as well to participate in the issue resolution. 
       FIG. 1  illustrates an exemplary system  100  in accordance with an embodiment. It should be readily apparent to those of ordinary skill in the art that the system  100  depicted in  FIG. 1  represents a generalized schematic illustration and that other components may be added or existing components may be removed or modified. Moreover, the system  100  may be implemented using software components, hardware components, or combinations thereof. 
     As shown in  FIG. 1 , the system  100  includes a logical router  110 , a case management system  115 , and flocks  120 . The logical router  110  can be configured to direct requests for technical assistance to the appropriate flock  120 . The logical router  110  can comprise of two components: a telephone router module  125  and a web router module  130 . 
     The telephone router module  125  module can be configured to direct telephone calls to a selected flock  120  based on a telephone routing algorithm based on probability. More particularly, the telephone routing algorithm monitors the received telephone calls. The flock  120  that receives the highest percentage of calls can be deemed the highest probability. The flock  120  that receives the second highest percentage of calls can be deemed the second highest probability and so forth to the flock that receives the lowest percentage of calls can be deemed the lowest probability. Accordingly, a telephone call for technical assistance is then routed to the flock  120  with the highest probability. A first available member in the selected flock  120  can then process the telephone call, i.e., accept the telephone ticket as a technical issue or route the telephone call to the appropriate flock  120 . 
     The web router module  130  can be configured to route users using a web service and/or website to technical support. More particularly, a user can access a web service and/or website for technical assistance. The web service can display a graphical user interface such as a web page that queries the user for the type of assistance and the associated product and/or service. The web service can then forward the received information to the web router module  130 . Subsequently, the web router module  130  can then direct the request for assistance to the appropriate flock  120 . 
     The case management system (or issue tracker)  115  can be configured to manage the technical issue from start to resolution. More particularly, the case management system  115  can log a request for technical assistance as a support ticket. The support ticket can then be assigned to a support person such as an engineer, specialist, etc. The case management system  115  can then receive status updates from the engineer/specialist as to the resolution of the technical issue. Subsequently, the case management system  115  can close the support ticket when the technical issue has been resolved and the solution posted to the support ticket by the assigned engineer. Case management systems are generally well known systems such as Numara Help Desk™, Sinergia Help Desk™, Issue Tracker, etc. 
     The case management system  115  can also comprise a flock module  135 . The flock module  135  can be configured to provide the infrastructure to implement the flock model of support. More particularly, the flock module  135  can be configure to maintain and manage the flocks  120 A-N. Each flock  120  can comprise of junior and senior members of a technical staff where each member may not be geographically co-located in the same location. A junior member can be engineer/specialist from entry-level to about five years of experience. A senior member can also be an engineer/specialist with over five years of experience. The differentiation between junior and senior members can be a user-defined parameter. Each flock  120  can also be organized around a particular skill, product, or service. For example, in some implementations of the flock model, one flock can be assigned to an application stack, a second flock can be assigned to virtualization, a third flock can be assigned to a file system, etc. In other embodiments, the composition of the flock can be user determined. 
     Accordingly, the flock module  135  can be configured to maintain a mailing list that includes the junior and senior members for each flock  120 . As a ticket is assigned to a member of a flock  120 , the flock module  135  can be configured to transmit a notification message that notifies the flock  120  of a new technical issue associated with the new ticket. Any member of a flock  120  can post a message to the ticket, which is then forwarded to the rest of the members of the flock  120  by the flock module  135 . The flock module  135  can also forward a copy of the post to the ticket to the reporting user of the associated technical issue. 
     The flock module  135  can also be configured to send notification messages to interested third parties. Examples of interested third parties can be a product development team, an engineering team, a quality assurance team, etc. 
     For any interested third parties, the flock module  135  can be configured to maintain a subscription link for each open support ticket. More specifically, when the case management system  115  instantiates a new support ticket, the flock module  135  can create a subscription link associated with the support ticket. Accordingly, an interested party can activate the subscription link to receive status updates, posts, or other activity associated with the support ticket as well as participate in the resolution of the support ticket. In some embodiments, an instant messaging or short messaging system can supplement the subscription link. 
       FIG. 2  depicts a diagram  200  of a flock associated with multiple tickets in accordance with another embodiment. As shown in  FIG. 2 , the support tickets  205  that have been associated with a selected flock  120  are routed to the selected flock  120  and are maintained in the case management system  115 . The flock module  135  can be configured to forward any activity to each member of the selected flock  120  as well as to any interested members of the engineering team  210 . The flock module  135  can use a mailing list as a mechanism to forward status messages, comments, etc, as well as to receive the same from the members of the selected flock  120 . 
       FIG. 3  illustrates a diagram  300  of a user association with a ticket in a flock in accordance with yet another embodiment. As shown in  FIG. 3 , a support ticket  305  can be associated with a specific flock  120  as managed by the flock module  135 . As part of the distribution list, the flock module  135  can also automatically include the reporting user  315  as well as any interested members of an engineering team  310  for the status updates, comments, posts, etc, of the support ticket  305 . Accordingly, the reporting user  310  can have visibility in the resolution process of the reported technical issue by the specific flock  120 . 
       FIG. 4  depicts an exemplary flow diagram  400  for routing from a web request in accordance with yet another embodiment. It should be readily apparent to those of ordinary skill in the art that the flow diagram  400  depicted in  FIG. 4  represents a generalized schematic illustration and that other steps may be added or existing steps may be removed or modified. 
     As shown in  FIG. 4 , the flock module  135  can be configured to receive a a web request for assistance from a web service and/or website, in step  405 . More particularly, a user can log-in to a web-site that provides technical support. After authentication and verification of entitlements to the technical support, a user can be directed to a graphical user interface such as a web page that is configured to query the user for the product and/or service and a description of the technical issue or problem. An example of this type of web page is shown in  FIG. 5 . 
       FIG. 5  depicts an exemplary technical support request GUI  500  in accordance with yet another embodiment. The technical support request GUI  500  (hereinafter “GUI  500 ”) is merely illustrative and other variations of the GUI  500  are well within the contemplated embodiments. The GUI  500  can be implemented as a graphical page implemented in XML, HTML, SGML, or other similar mark-up language. 
     As shown in,  FIG. 5 , the GUI  500  can comprise of product/service headings  505  which define the types of supported products/services. Under each product/service headings  505  are the respective supported products/services  510  with an associated selector buttons  510 . A user can specify a particular product/service that the user would like to request assistance. 
     The GUI  500  can also comprise a comment box  515  that allows a user to describe in greater detail the problem with the selected product/service. The comment box  515  can be implemented as text box entry as known to those skilled in the art. 
     The GUI  500  can further comprise a submit button  520  and a cancel button  525 . The submit button  520  can be configured to package the selection of the product/service along with the entered comment to the flock module  135  when activated. The cancel button  525  can be configured to return the user to the calling web page and discard any data when activated. 
     Returning to  FIG. 4 , in step  410 , the flock module  135  can be configured to route the received web request to the appropriate flock  120  when the user activate the submit button  520  of the GUI  500 . 
     In step  415 , the flock module  135  can be configured to assign the web request to the first available technical support engineer. In other embodiments, the flock module  135  can assign any received web request based on a user-defined algorithm or heuristic such as first available junior member. The flock module  135  can also invoke that a support ticket be created in the case management system  115 . 
     In step  420 , the flock module  135  can be configure to generate a notification message to all the members junior and senior) of the flock  120 . More particularly, the notification message can comprise of information such as the support ticket reference number or identification, a description of the problem, the assigned member, and a request for the members to contribute any solutions to the problem. The notification message can also be sent to any interested third parties. 
     The flock module  135  can also be configure to create a subscription link for the interested third parties to participate in the resolution process of the support ticket. Accordingly, interest third parties can activate the subscription link to join the resolution process. 
     In step  425 , the flock module  135  can provide the subscription link to the user. The user can then be informed of the progress of the reported problem as it is resolved by the flock  120 , i.e, visibility, when the subscription link is activated. 
       FIG. 6  illustrates an exemplary flow diagram  600  executed by the telephone router module  125  in accordance with yet another embodiment. It should be readily apparent to those of ordinary skill in the art that the flow diagram  600  depicted in  FIG. 6  represents a generalized schematic illustration and that other steps may be added or existing steps may be removed or modified. 
     As shown in  FIG. 6 , the telephone router module  125  can be configured to receive a telephone call from an existing telephone network, in step  605 . The telephone router module  125  can then route the received telephone call to the highest likely flock  120  as previously described, in step  610 . 
     In step  615 , a first available service agent can answer the telephone call and determine whether the telephone call was directed to the right flock. In other embodiments, a user-defined algorithm/heuristic can be used to determine which member of the flock answers the telephone call. 
     If the telephone call was correctly routed, in step  615 , the answering service agent is then assigned the technical issue associated with the telephone call, in step  620 . The service agent can open a support ticket in the case management system  115 . The flock module  135  can then forward the notification message to the rest of the flock as previously described with respect to  FIG. 4 . Otherwise, if the call was incorrectly routed to the flock, in step  615 , the service agent can route the telephone call to the correct flock, in step  625 . 
       FIG. 7  illustrates an exemplary flow diagram  700  executed by the flock module  135  in accordance with yet another embodiment. It should be readily apparent to those of ordinary skill in the art that the flow diagram  700  depicted in  FIG. 7  represents a generalized schematic illustration and that other steps may be added or existing steps may be removed or modified. 
     As shown in  FIG. 7 , the flock module  135  can be configured to receive a response for a support ticket, in step  705 . The response can be a status update, a comment, a potential resolution post, etc. as provided by a member of the flock  120 . 
     In step  710 , the flock module  135  can then forward received response to the entire flock  120  to keep the members of the flock informed of the status of the support ticket. Similarly, in step  715 , the flock module  135  can forward the received response to any interested third parties. Finally, in step  720 , the flock module can forward the received response to the reporting user. 
       FIG. 8  illustrates an exemplary block diagram of a computing platform  800  where an embodiment may be practiced. The functions of the flock module may be implemented in program code and executed by the computing platform  800 . The flock module may be implemented in computer languages such as PASCAL, C, C++, JAVA, etc. 
     As shown in  FIG. 8 , the computer system  800  includes one or more processors, such as processor  802  that provide an execution platform for embodiments of the flock module  135 . Commands and data from the processor  802  are communicated over a communication bus  804 . The computer system  800  also includes a main memory  806 , such as a Random Access Memory (RAM), where the flock module  130  may be executed during runtime, and a secondary memory  808 . The secondary memory  808  includes, for example, a hard disk drive  810  and/or a removable storage drive  812 , representing a floppy diskette drive, a magnetic tape drive, a compact disk drive, etc., where a copy of a computer program embodiment for the flock module  135  may be stored. The removable storage drive  812  reads from and/or writes to a removable storage unit  814  in a well-known manner. A user interfaces with the flock module  135  with a keyboard  816 , a mouse  818 , and a display  820 . The display adapter  822  interfaces with the communication bus  804  and the display  820 . The display adapter  822  also receives display data from the processor  802  and converts the display data into display commands for the display  820 . 
     Certain embodiments may be performed as a computer program. The computer program may exist in a variety of forms both active and inactive. For example, the computer program can exist as software program(s) comprised of program instructions in source code, object code, executable code or other formats; firmware program(s); or hardware description language (HDL) files. Any of the above can be embodied on a computer readable medium, which include storage devices and signals, in compressed or uncompressed form. Exemplary computer readable storage devices include conventional computer system RAM (random access memory), ROM (read-only memory), EPROM (erasable, programmable ROM), EEPROM (electrically erasable, programmable ROM), and magnetic or optical disks or tapes. Exemplary computer readable signals, whether modulated using a carrier or not, are signals that a computer system hosting or running the present invention can be configured to access, including signals downloaded through the Internet or other networks. Concrete examples of the foregoing include distribution of executable software program(s) of the computer program on a CD-ROM or via Internet download. In a sense, the Internet itself, as an abstract entity, is a computer readable medium. The same is true of computer networks in general. 
     While the invention has been described with reference to the exemplary embodiments thereof, those skilled in the art will be able to make various modifications to the described embodiments without departing from the true spirit and scope. The terms and descriptions used herein are set forth by way of illustration only and are not meant as limitations. In particular, although the method has been described by examples, the steps of the method may be performed in a different order than illustrated or simultaneously. Those skilled in the art will recognize that these and other variations are possible within the spirit and scope as defined in the following claims and their equivalents.