Patent Abstract:
The present invention discloses a computer system for measuring and monitoring local client support activity associated with servicing and supporting a computer by a client. The system includes a local client support activity file in the local computer, the local client support activity file records local client support activity. The local client support activity file is further operable to be uploaded when the client contacts a support center using the local computer.

Full Description:
TECHNICAL FIELD 
     This invention relates in general to the field of electronic devices. More particularly, this invention relates to the field of monitoring support activity within the computer industry. 
     BACKGROUND 
     Many computer manufacturers and software makers provide a variety of support services to their clients and customers. These support services often include local support utilities loaded on a client&#39;s computer including help programs, tutorial programs, and diagnostic programs to assist clients who purchase their systems. These support utilities are often designed to be user friendly; when a client experiences a problem or has questions, he can simply use one of these support utilities to find a solution to his problem or answers to his questions. Additionally, computer manufactures and software makers often provide more direct assistance to clients in the form of support centers. When a client experiences a problem or has questions relating to his computer system the client may contact a customer support center and communicate with a technical support representative. The technical support representative may then address the client&#39;s specific problems or concerns. 
     Maintaining a support center is often expensive and burdensome. A support center must be staffed with competent technical support representatives who have access to the appropriate support utilities. The staff must receive training to maintain competence with changing technology. Managing a support center is often challenging because the number of clients who contact the support center at any given time can be unpredictable. When a support center is understaffed, a client telephoning a support center may be left to wait for assistance for a lengthy period. This often leads to a client frustration and dissatisfaction. When a support center is overstaffed, valuable time and resources are wasted. 
     One way to reduce the expense of maintaining support operations is to increase the effectiveness of the support utilities maintained on the client&#39;s computer. Clearly, a customer who finds the answer to his question using one of the support utilities loaded in his computer will be less inclined to call a support center to speak with a technical support representative. However, maximizing the effectiveness of support utilities is hampered by the difficulty of measuring how a client or a group of clients make uses of the local support utilities loaded on their computers. A technical support representative may ask a client which local support utilities the client used before contacting the support center, however, this method of gathering data related to local client support activity is ineffective and the data collected may be inaccurate. Additionally, the data collected by this method will likely be limited to the client&#39;s present problem and will not delve into past use of local support utilities. Because the client&#39;s use of local support utilities takes place independent from the support center, computer and software makers generally have no efficient and reliable way of measuring this support activity. 
     SUMMARY 
     Therefore a need has arisen for a method and system for effectively and reliably measuring the use of local support utilities. 
     A further need exists for a method and system for efficiently gathering data related to local client support activity. 
     A further need exists for an efficient and reliable method to identify the support steps a particular client has taken prior to contacting a support center. 
     A further need exists for a method and system for evaluating the effectiveness of local support utilities. 
     In accordance with teachings of the present disclosure, a system and method are described for monitoring support activity. The system includes a local client support activity file which measures the use of local support utilities such as help programs, diagnostic programs, and tutorial programs. When a client uses one of the support utilities, the activity file records the service tag or another identifier of the computer, the date and time of the support utility use, and records what support utility activity transpired. When the client&#39;s computer contacts a support center computer, the local client support activity file may be uploaded into the support center computer and stored in database. Information within the database can then be used to evaluate the effectiveness of the support utilities. 
     In one aspect of the present invention, a computer system for measuring and monitoring local client support activity associated with servicing and supporting a computer by a client includes a local client support activity file in a local computer. The local client support activity file records local client support activity. Furthermore, the local client support activity file may be uploaded by a support center computer when the client contacts a support center using the local computer. More specifically, the local client support activity file records a service tag for identifying the local computer, a record of the date and time of the local support activity, and a record of the local support activity. 
     In another aspect of the present invention, a computer system for measuring and monitoring client service and support activity associated with a local computer includes an activity file maintained at the local computer and an activity file maintained at a support center. The computer system also includes a database which has combined information from the local client support activity file and the support center activity file. The support center activity file may comprise record of telephone support activity, a record of electronic support activity such email, or both. 
     In yet another aspect of the invention a method for tracking support activity associated with a local computer includes the step of recording local support activity at a local computer in a local client support activity file. The method also includes the step of uploading the local client support activity file. More specifically, the local client support activity file may be uploaded into a support center computer and stored in a support center database. More specifically, the support center database may be used to evaluate the effectiveness of local support utilities and support center activities. 
     The present invention provides a number of important technical advantages. One technical advantage is recording local client support activity in the local client support activity file. Recording the local client support activity provides effective and reliable measurement of the use of local support utilities. 
     Another technical advantage is the ability of the local client support activity file to be uploaded by a support center computer when the client contacts the support center. Uploading the local client support activity file provides an efficient method for gathering data related to local client support activity. 
     Another technical advantage is recording a service tag for identifying the local computer, the date and time of the local support activity, and a record of the local support activity. Recording these actions in a local activity file provides an efficient and reliable method of identifying the support steps a particular client took prior to contacting a support center. 
     Another technical advantage is using the support center database to evaluate the effectiveness of local support utilities. Effective local support utilities can then be expanded while ineffective or rarely used local support utilities may be revised or eliminated. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS 
     A more complete understanding of the present embodiments and advantages thereof may be acquired by referring to the following description taken in conjunction with the accompanying drawings, in which like reference numbers indicate like features, and wherein: 
     FIG. 1 is a schematic diagram of one embodiment of a system for measuring and monitoring client support activity; 
     FIG. 2 is a schematic diagram of one embodiment of a system for measuring and monitoring client support activity including a network support center computer and a telephone support center computer; and 
     FIG. 3 is a schematic flow diagram showing a method for measuring and monitoring client support activity including recording local support activity and support center activity. 
    
    
     DETAILED DESCRIPTION 
     Preferred embodiments and their advantages are best understood by reference to FIGS. 1 through 3, wherein like numbers are used to indicate like and corresponding parts. 
     FIG. 1 is a schematic diagram of one embodiment of a system indicated generally at  10  for measuring and monitoring client support activity. System  10  includes a local computer  12 , and a support center  16 . Local computer  12  may comprise, for example, a personal computer, a work station, or any other device with a processor and memory which can be configured to facilitate measuring and monitoring client support activity. Local computer  12  may be operated by a Client  12 . Client  12  may comprise an individual using a computer, a business or organization using a computer, or any other computer user. Support center  16  may comprise a support center operated by a computer manufacturer, a software maker, or any other organization or business seeking to provide, monitor, or measure support activity. Support center  16  further comprises a database  18  for storing data related to client support. Database  18  comprises data stored on a computer readable medium. 
     Local computer  12  may connect to support center  16  by a network  13 . Network  13  may comprise the Internet, an intranet, Ethernet, or another suitable network of communication. Network  13  may be selectively connected such that client  14  may selectively connect local computer  12  to support center  16 . Client  14  may connect to support center  16  through a connection  15 . Connection  15  may comprise any connection such as telephone, cable, or wireless which allows client  14  to directly contact a technical support representative at support center  16 . Support center  16  preferably includes at least one server to maintain and operate the connection to network  13 . 
     In a preferred embodiment support center  16  includes at least one server for uploading local client support activity file  20 . Support data uploaded by this server may then be preferrably stored in a cumulative local activity log. Additionally, a separate server may be preferably provided for collecting data related to support center activity such as email-based support. This data may be preferably stored in a cumulative remote activity log. The cumulative local activity log and cumulative remote activity log may be stored in database  18 . 
     Local computer  12  may include a local client support activity file  20  and a support utility  28 . Local client support activity file  20  connects with support utility  28  such that local client support activity file  20  may record and monitor the use of support utility  28 . Local client support activity file  20  preferably includes files for recording a service tag  22  of a local computer an identification of the support activity  26  which was taken and the time and date  24 . 
     The identification of the support activity may include identifying the particular support program indicated by a support activity identification and the particular steps taken indicated by a reference identification. Local client support activity file  20  may further be selectively operable such that a user may disable local client support activity file  20 . 
     Support utility  28  further comprises a help program  30 , a diagnostic program  32 , and a tutorial program  34 . Help program  30  may include frequently asked questions and documentation related to each local computer  12 . Diagnostic program  32  may include an automated diagnostic computer which examines particular aspects of local computer  12  for failures or inefficiencies. Diagnostic program  32  may also include flow diagrams or other tools to aid client  14  in diagnosing problems related to local computer  12 . Tutorial program  34  may include programs which provide step-by-step and user-friendly instruction to familiarize client  14  with local computer  12 , its components, and capabilities. 
     In operation, when client  14  experiences a problem with local computer  12  or has questions relating to local computer  12 , client  14  may use support utility  28 . Client  14  may select and use help program  30 , diagnostic program  32 , or tutorial program  34 . After using one or more of these programs client  14  may find the answer to a particular question or solve a particular problem. In this case client  14  may proceed with desired computing activities. When client  14  uses support utility  28 , a record of client&#39;s activities preferably is created and stored in local client support activity file. A record of the service tag  22  identifying local computer  12 , time and date  24  the support activity takes place, and the support activity which takes place is made and stored in local client support activity file  20 . When client  14  uses support utility  28  again, another record will be created identifying the time and date  24  and support activity  26  which takes place. 
     However, in the case that client  14  cannot find a solution to a problem or an answer to a question by using support utility  28 , client  14  may contact support center  16  for assistance. Alternatively, client  14  may contact support center  16  without first using support utility  28 . Client  14  may contact support center  16  either through connection  15  or network  13 . If client  14  contacts support center  16  through connection  15 , client  14  may speak directly with a technical support representative. When client  14  speaks with a technical support representative at support center  16 , a record may be made identifying which client  14  called for assistance, the problem which he was experiencing and the solution or answer which the customer support representative provided. This record may then be stored in database  18 . 
     Client  14  may contact support center  16  through network  13 , using local computer  12 . Client  14  may then utilize further support utilities available at support center  16  through network  13 . Client  14  may also contact a technical support representative using email or other forms of electronic communication. A record of this support activity may be created at support center  16  and stored in database  18 . When client  14  contacts support center  16  by connecting via network  13 , support center  16  may upload local client support activity file  12 . Local client support activity file  12  may then be transferred to database  18 . The data stored in database  18  may be used to evaluate the use and effectiveness of support utility  28 . In a preferred embodiment, data stored in database  18  including data from local client activity file  20  and records of electronic support activity and telephone support activity may be combined with existing technical and service data to evaluate the use and effectiveness of support utility  28 . 
     FIG. 2, is a schematic diagram of one embodiment of a system for measuring and monitoring client support activity including a network support center computer  38  and a telephone support center computer  36 . The system indicated generally at  10  preferably includes local computer  12 , a network support center computer  38  and a telephone support center computer  36 . Client  14  uses local computer  12 . Network support center computer  38  and telephone support center computer may be located within support center  16  or may be located in separate locations. Network support center computer  38  may comprise a server located at a support center which may connect to local computer  12  via network  13 . Network support center computer  38  may send and receive electronic communications such as email messages to local computer  12 . Further, network support center computer  38  may send and receive computer files such as local client support activity file  20  via network  13 . Network support center computer is further connected to database  18  by connection  40  such that information received by network support computer  38  may be sent to database  18 . Network support center computer  38  and database  18  may be part of a single system such that connection  40  is a local connection. Alternatively, database  40  may be located remotely from network support center computer  38  such that connection  40  is made over a computer network such as the Internet, an intranet, or another suitable wireline or wireless communication network. 
     Client  14  may connect to telephone support center computer  36  through connection  15 . Connection  15  may comprise any connection allowing client  14  to directly contact a technical support representative at telephone support center. The telephone support center computer may comprise a PC, a workstation, or any other system which includes a memory and a processor which a technical support representative can use to make a record of support center activity. 
     Local computer  12  further comprises a local client support activity file  20  and a support utility  28 . Local client support activity file  20  connects with support utility  28  such that local client support activity file may record and monitor the use of support utility  28 . Local client support activity file  20  further comprises files for recording service tag  22 , a support activity identification  25 , a reference identification  27 , and time and date  24 . Support activity identification  25  may include an identification of a particular application or program within support utility  28 , such a help program  30 , diagnostic program  32 , and tutorial program  34 . Reference identification  27  may comprise an identification of the steps taken within a particular application. For example, if client  14  explores files of frequently asked questions within help program  30 , reference identification  27  may record which files of frequently asked question were opened. 
     In operation, when client  14  experiences a problem with local computer  12  or has questions relating to local computer  12 , client  14  may use support utility  28 . Client  14  may select and use help program  30 , diagnostic program  32 , or tutorial program  34 . After using one or more of these programs client  14  may find the answer to his particular question or solve his particular problem. In this case client  14  may proceed with his computing activities. When client  14  uses support utility  28 , a record of client&#39;s activities are created and stored in local client support activity file  20 . A record of the service tag  22  identifying local computer  12 , time and date  24  the support activity takes place, support activity identification  25 , and reference identification  27  is made and stored in local client support activity file  20 . When client  14  uses support utility  28  again, another record will be created identifying the time and date  24  and support activity  26  which takes place. 
     However, in the case that client  14  cannot find a solution to a problem or an answer to a question by using support utility  28 , client  14  may contact network support center computer  38  or telephone support center  36  for assistance. Client  14  may connect local computer  12  with network support center computer  38  through network  13  or client  14  may telephone a support center. 
     When client  14  connects to network support center computer  38 , client  14  may send a communication such as an email to network support center computer  38 . A technical service representative may respond to the communication and make a record of the support activity in network support center computer  38 . When client connects to network support center computer  38 , local client support activity file  20  may be uploaded by network support center computer  38 . The data contained within local client support activity file  20  and the record of support activity made by a technical support representative may then be transferred and stored in database  18 . 
     When client  14  contacts a telephone support center, a technical service representative can make a record of the support center activity in the telephone support center computer  36 . This record may then be stored in database  18 . Data stored within database  18  may further be arranged such that local support activity is contained in a separate local client support activity file and a support center activity file. The support center activity file may comprise records of support activity made by technical support representatives relating to telephone support activities and electronic support activities. The data stored in database  18  may be used to evaluate the use and effectiveness of support utility  28 . 
     FIG. 3 is a schematic flow diagram showing a method for measuring and monitoring client support activity including recording local support activity and support center activity. The method includes the step of recording local support activity in a local client support activity file  44  including recording the time and date  46 , recording the type of support activity  48 , and identifying the local computer  50 . Next, the local client support activity file may then be uploaded at a support center  52  and stored in the support center database  54 . 
     Independent from the above steps, support center activity may be recorded  58  including recording the time and date  60 , recording the telephone support activity  62 , and recording the network support activity  64 . Additionally, recording the support center activity may include recording the identity of the client  66 . The record of support center activity may then be stored in the support center database  68 . The support center database, comprising data from local client support activity as well as network and telephone support activity data, may then be used to evaluate the effectiveness of support center utilities  56 . 
     Although the disclosed embodiments have been described in detail, it should be understood that various changes, substitutions and alterations can be made to the embodiments without departing from their spirit and scope.

Technology Classification (CPC): 8