Patents by Inventor Colin M. Tuggle
Colin M. Tuggle has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 10860957Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: GrantFiled: August 14, 2015Date of Patent: December 8, 2020Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
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Publication number: 20150356492Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: ApplicationFiled: August 14, 2015Publication date: December 10, 2015Inventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
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Patent number: 9111246Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: GrantFiled: October 11, 2013Date of Patent: August 18, 2015Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
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Publication number: 20140039960Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: ApplicationFiled: October 11, 2013Publication date: February 6, 2014Applicant: ACCENTURE GLOBAL SERVICES LIMITEDInventors: Roy VERA, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
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Patent number: 8577710Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: GrantFiled: January 22, 2013Date of Patent: November 5, 2013Assignee: Accenture Global Service LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
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Patent number: 8458521Abstract: In a remote technical support system, in response to a request for service, a user device receives an executable application from the technical support controller, which executable application is subsequently invoked at the user device. Additionally, the user device receives configuration information from the technical support controller. The executable application then performs technical support processing of the user device in accordance with the configuration information. The executable application can be configured, based on the configuration information, to engage in dynamic workflow, i.e., to make decisions about what activities to perform based on previous results. Because the configuration information can be selected according to the specific nature of the user device and/or the specific nature of the service request, the executable application can be tailored to best address the requesting end user's needs with minimal attention from a remote technician.Type: GrantFiled: February 15, 2010Date of Patent: June 4, 2013Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
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Patent number: 8386289Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.Type: GrantFiled: February 15, 2010Date of Patent: February 26, 2013Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
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Publication number: 20110202798Abstract: In a remote technical support system, in response to a request for service, a user device receives an executable application from the technical support controller, which executable application is subsequently invoked at the user device. Additionally, the user device receives configuration information from the technical support controller. The executable application then performs technical support processing of the user device in accordance with the configuration information. The executable application can be configured, based on the configuration information, to engage in dynamic workflow, i.e., to make decisions about what activities to perform based on previous results. Because the configuration information can be selected according to the specific nature of the user device and/or the specific nature of the service request, the executable application can be tailored to best address the requesting end user's needs with minimal attention from a remote technician.Type: ApplicationFiled: February 15, 2010Publication date: August 18, 2011Applicant: ACCENTURE GLOBAL SERVICES GMBHInventors: Roy VERA, Michael P. DUFFY, Frederick T. LAMMING, Colin M. TUGGLE
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Publication number: 20110202380Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.Type: ApplicationFiled: February 15, 2010Publication date: August 18, 2011Inventors: Roy VERA, Michael P. DUFFY, Frederick T. LAMMING, Colin M. TUGGLE