# US 2018/0025360 A1 · Customer Management System > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2018/0025360 A1 - Document ID: US20180025360A1 - Status: Published application - Kind: A1 - Application number: 15/714,228 - Filed: 2017-09-25 - Published: 2018-01-25 - Earliest claimed: 2014-09-12 - Assignees: Nextiva, Inc. - Inventors: Tomas Gorny - Web page: https://patentgrep.com/patent/US20180025360A1 ## CPC - G06Q 30/01: Customer relationship services - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications. ## Claims ### Claim 1 A method of customer management, comprising: receiving, by a computer comprising a memory and a processor, a request for a satisfaction score of one or more end users; scoring the satisfaction score by: determining a topic associated with the one or more end users; retrieving a penalty point associated with the topic; calculating the satisfaction score for the one or more end users using a scoring equation comprising the penalty point associated with the topic; comparing a response to the one or more end users with one or more response times ranges of values, wherein each range of values is associated with an expected response time; and updating the satisfaction score to include the penalty point associated with the topic if the response to the one or more end users exceeds the expected response time; and displaying the satisfaction score of the one or more end users. ### Claim 2 (depends on 1) The method of claim 1, further comprising: receiving a request for a current entity ranking; associating the satisfaction score of the one or more end users to one or more entities; calculating a value comprising the satisfaction scores for each of the one or more end users associated with the one or more entities; and ranking the entities by the values. ### Claim 3 (depends on 1) The method of claim 1, further comprising: determining whether a status of a ticket associated with one or more end users is open or closed. ### Claim 4 (depends on 3) The method of claim 3, wherein the scoring equation comprises one or more weighting factors. ### Claim 5 (depends on 1) The method of claim 1, wherein calculating the satisfaction score comprises: monitoring communications over one or more channels between the one or more end users and one or more entities; associating the communications with the topic and the one or more channels; and scoring each of the communications according to a scoring equation comprising a penalty point associated with either or both of the topic and the one or more channels. ### Claim 6 (depends on 5) The method of claim 5, wherein the scoring equation further comprises an evaporation period. ### Claim 7 A customer management system, comprising: one or more databases that store one or more penalty points associated with one or more topics; a computer comprising a memory and a processor that: receives a request for a satisfaction score of one or more end users and scores the satisfaction score by: determining a topic associated with the one or more end users; retrieving a penalty point associated with a topic; calculating a satisfaction score for the one or more end users using a scoring equation comprising the penalty point associated with the topic; comparing a response to the one or more end users with one or more response times ranges of values, wherein each range of values is associated with an expected response time; and updating the satisfaction score to include the penalty point associated with the topic if the response to the one or more end users exceeds the expected response time; and displays the satisfaction score of the one or more end users. ### Claim 8 (depends on 7) The system of claim 7, wherein the computer further: receives a request for a current entity ranking; associates the satisfaction score of the one or more end users to one or more entities; calculates a value comprising the satisfaction scores for each of the one or more end users associated with the one or more entities; and ranks the entities by the values. ### Claim 9 (depends on 7) The system of claim 7, wherein the computer further: determines whether a status of a ticket associated with one or more end users is open or closed. ### Claim 10 (depends on 9) The system of claim 9, wherein the scoring equation comprises one or more weighting factors. ### Claim 11 (depends on 7) The system of claim 7, wherein calculating the satisfaction score comprises: monitoring communications over one or more channels between the one or more end users and one or more entities; associating the communications with the topic and one or more channels; and scoring each of the communications according to a scoring equation comprising a penalty point associated with either or both of the topic and the one or more channels. ### Claim 12 (depends on 11) The system of claim 11, wherein the scoring equation further comprises an evaporation period. ### Claim 13 (depends on 11) The system of claim 11, wherein the computer further: determines a response time associated with each of the communications and an overage penalty. ### Claim 14 A non-transitory computer-readable medium embodied with software, the software when executed using one or more computer systems is programmed to: receive a request for a satisfaction score of one or more end users; score the satisfaction score by: determining a topic associated with the one or more end users; retrieving a penalty point associated with a topic; calculating a satisfaction score for the one or more end users using a scoring equation comprising the penalty point associated with the topic; comparing a response to the one or more end users with one or more response times ranges of values, wherein each range of values is associated with an expected response time; and updating the satisfaction score to include the penalty point associated with the topic if the response to the one or more end users exceeds the expected response time; and display the satisfaction score of the one or more end users. ### Claim 15 (depends on 14) The non-transitory computer-readable medium of claim 14, wherein the software is further programmed to: receive a request for a current entity ranking; associate the satisfaction score of the one or more end users to one or more entities; calculate a value comprising the satisfaction scores for each of the one or more end users associated with the one or more entities; and rank the entities by the values. ### Claim 16 (depends on 14) The non-transitory computer-readable medium of claim 14, wherein the software is further programmed to: determine whether a status of a ticket associated with one or more end users is open or closed. ### Claim 17 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the scoring equation comprises one or more weighting factors. ### Claim 18 (depends on 14) The non-transitory computer-readable medium of claim 14, wherein calculating the satisfaction score comprises: monitoring communications over one or more channels between the one or more end users and one or more entities; associating the communications with the topic and one or more channels; and scoring each of the communications according to a scoring equation comprising a penalty point associated with either or both of the topic and the one or more channels. ### Claim 19 (depends on 18) The non-transitory computer-readable medium of claim 18, wherein the scoring equation further comprises an evaporation period. ### Claim 20 (depends on 19) The non-transitory computer-readable medium of claim 19, wherein the software is further programmed to: determine a response time associated with each of the communications and an overage penalty.