Consolidated multi-channel multi-user operations management using agents
AssigneeInternational Business Machines Corporation
InventorsSantosh Rajashekar, Selvi John, Dinesh C. Verma
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Abstract
An embodiment configures a first agent to monitor a first communication channel from a first client. An embodiment converts, by the first agent, a first communication to a central format, the first communication received via the first communication channel in a first format at a first time. An embodiment extracts, by the first agent, first incident data from the first communication. An embodiment extracts, from an incident database, by a central agent at a second time later than the first time, first client data including the first incident data.
Claims20
A computer-implemented method comprising:
- configuring a first agent to monitor a first communication channel from a first client;
- converting, by the first agent, a first communication to a central format, the first communication received via the first communication channel in a first format at a first time;
- extracting, by the first agent, first incident data from the first communication;
- monitoring, by a central agent, a time lag between a shift change and accessing the first incident data;
- notifying, by the central agent, upon a determination that the time lag exceeds a threshold value, one or more users that an incident has been unaddressed;
- and
- extracting, from an incident database, by the central agent at a second time later than the first time, first client data including the first incident data.
A computer program product comprising one or more computer readable storage media, and program instructions collectively stored on the one or more computer readable storage media, the program instructions executable by a processor to cause the processor to perform operations comprising:
- configuring a first agent to monitor a first communication channel from a first client;
- converting, by the first agent, a first communication to a central format, the first communication received via the first communication channel in a first format at a first time;
- extracting, by the first agent, first incident data from the first communication;
- monitoring, by central agent, a time lag between a shift change and accessing the first incident data;
- notifying, by the central agent, upon a determination that the time lag exceeds a threshold value, one or more users that an incident has been unaddressed;
- and
- extracting, from an incident database, by the central agent at a second time later than the first time, first client data including the first incident data.
A computer system comprising a processor and one or more computer readable storage media, and program instructions collectively stored on the one or more computer readable storage media, the program instructions executable by the processor to cause the processor to perform operations comprising:
- configuring a first agent to monitor a first communication channel from a first client;
- converting, by the first agent, a first communication to a central format, the first communication received via the first communication channel in a first format at a first time;
- extracting, by the first agent, first incident data from the first communication;
- monitoring, by central agent, a time lag between a shift change and accessing the first incident data;
- notifying, by the central agent, upon a determination that the time lag exceeds a threshold value, one or more users that an incident has been unaddressed;
- and
- extracting, from an incident database, by the central agent at a second time later than the first time, first client data including the first incident data.
Dependencies are inferred from the claim text.