US 2020/0027094 A1 · PRIORITIZED DATA SYNCHRONIZATION

Abstract

In a system including geographically distinct data centers that support a customer service team with customer service groups variously aligned to the data centers and collectively providing continuous customer service to a specified set of customers via multiple temporal duty shift, unsolved problems to be transferred to a customer service group having a next temporal duty shift are prioritized. In accordance with the prioritization, information and data regarding unsolved problems is synchronized and transferred from a customer service data center supporting the currently working customer service group, to a customer service data center supporting a customer service group having the next temporal duty shift. The information regarding unsolved problems or otherwise higher priority problems is synchronized before information regarding solved or otherwise lower priority problems and is optionally synchronized via different communication channels than lower priority problem information.

Claims20

Dependent claims

A network device for synchronizing data stores associated with customer service teams that share responsibilities and have different temporal duty shifts, comprising:

at least one processor;
a network interface;
a storage device coupled to at least one processor;
and
software instructions stored in the storage device, wherein execution of the software instructions by the at least one processor configures the network device to:
classify information relating to problems presenting to a first customer service team in a first temporal duty shift and store the classified information in a first data store associated with the first customer service team, wherein information relating to unsolved problems for handoff to a second customer service team for action in a second temporal duty shift subsequent to the first temporal duty shift is classified as having a first priority, and information relating to solved problems is classified as having a second priority;
and
send first priority information before second priority information to a second data store associated with the second customer service team designated to receive responsibility in the second temporal duty shift.

5 more elements

One or more computer-readable storage media storing instructions that, when executed by one or more processors, cause the processors to perform acts comprising:

classifying information relating to problems presenting to a first customer service team in a first temporal duty shift and storing the classified information in a first data store associated with the first customer service team, wherein information relating to unsolved problems for handoff to a second customer service team for action in a second temporal duty shift subsequent to the first temporal duty shift is classified as having a first priority, and information relating to solved problems is classified as having a second priority;
and
sending first priority information before second priority information to a second data store associated with the second customer service team designated to receive responsibility in the second temporal duty shift;
wherein the first and second data stores are geographically dispersed across different world time zones.

1 more element

Dependencies are inferred from the claim text.

Prioritized data synchronization

Life of this patent

Prioritized data synchronization

Life of this patent

Abstract

Claims20