Abstract: A remote support installation mechanism provides for the installation of a remote support client application onto a user device. A server may receive a request for a remote support eligibility status from a device agent application on a user device that is loaded with an installer package for a remote support client application. The remote support client application may be used to initiate a remote support session with a remote support application on a remote support server to provide a computing terminal with remote support access to the user device. The server may determine based on at least one of a device management database or a user account database that the user device qualifies for remote support. Accordingly, the server may send an install command to trigger an installation of the remote support client application on the user device from the installer package.

Abstract: System and method of intelligent application diagnostics of a user device (UD). Upon every first time period, the key performance indicators (KPI's) of the processes running on the UD are determined. The top predetermined number (N) of processes that are using the most computing resources are filtered and their KPI's are stored in a local memory. The KPI's of the remaining processes are discarded. This process is repeated at every first time period. At every second time period, the filtered KPI's of every iteration of the first time period are retrieved from the local memory and sent to a remote monitoring server for analysis and storage. The filtered metrics are removed from the local memory.

Abstract: A workflow engine on a computing device is used to resolve a trouble ticket. Preliminary data is retrieved and one or more symptoms are received from a user device having a malfunction. The probability of each possible cause of the malfunction is determined. Upon determining that a probability of a mostly likely cause of the malfunction is above a predetermined threshold, a solution is provided. Upon determining that the probability of the most likely cause of the malfunction is not above the predetermined threshold, then entering a loop of performing diagnostic steps until the likely cause of the malfunction is above a predetermined threshold. Each diagnostic step is performed automatically, if the workflow engine determines that it can. If the diagnostic step cannot be performed automatically, the CSR is guided on how to accommodate the diagnostic step.

Abstract: A workflow engine may be used to resolve service issues in a more expedient and effective manner. The workflow engine may select a troubleshooting flow to detect problems associated with a user device that uses communication services provided by a wireless telecommunication network. The workflow engine may determine alert notifications that are relevant to the troubleshooting operations. The workflow engine may make such a determination based on information from multiple data sources of the wireless telecommunication network. The workflow engine may further assign priority ratings to the alert notifications. Subsequently, a presentation layout may be assigned to the troubleshooting operations of the troubleshooting flow and the alert notifications by the workflow engine based on the priority ratings. The troubleshooting operation and the alert notifications are then provided for presentation on a computing device according to the presentation layout by the workflow engine.

Abstract: A workflow engine on a computing device is used to resolve a trouble ticket. Preliminary data is retrieved and one or more symptoms are received from a user device having a malfunction. The probability of each possible cause of the malfunction is determined. Upon determining that a probability of a mostly likely cause of the malfunction is above a predetermined threshold, a solution is provided. Upon determining that the probability of the most likely cause of the malfunction is not above the predetermined threshold, then entering a loop of performing diagnostic steps until the likely cause of the malfunction is above a predetermined threshold. Each diagnostic step is performed automatically, if the workflow engine determines that it can. If the diagnostic step cannot be performed automatically, the CSR is guided on how to accommodate the diagnostic step.

Abstract: A workflow engine may be used to resolve service issues in a more expedient and effective manner. The workflow engine may select a troubleshooting flow to detect problems associated with a user device that uses communication services provided by a wireless telecommunication network. The workflow engine may determine alert notifications that are relevant to the troubleshooting operations. The workflow engine may make such a determination based on information from multiple data sources of the wireless telecommunication network. The workflow engine may further assign priority ratings to the alert notifications. Subsequently, a presentation layout may be assigned to the troubleshooting operations of the troubleshooting flow and the alert notifications by the workflow engine based on the priority ratings. The troubleshooting operation and the alert notifications are then provided for presentation on a computing device according to the presentation layout by the workflow engine.

Abstract: System and method of intelligent application diagnostics of a user device (UD). Upon every first time period, the key performance indicators (KPI's) of the processes running on the UD are determined. The top predetermined number (N) of processes that are using the most computing resources are filtered and their KPI's are stored in a local memory. The KPI's of the remaining processes are discarded. This process is repeated at every first time period. At every second time period, the filtered KPI's of every iteration of the first time period are retrieved from the local memory and sent to a remote monitoring server for analysis and storage. The filtered metrics are removed from the local memory.

Abstract: A remote support installation mechanism provides for the installation of a remote support client application onto a user device. A server may receive a request for a remote support eligibility status from a device agent application on a user device that is loaded with an installer package for a remote support client application. The remote support client application may be used to initiate a remote support session with a remote support application on a remote support server to provide a computing terminal with remote support access to the user device. The server may determine based on at least one of a device management database or a user account database that the user device qualifies for remote support. Accordingly, the server may send an install command to trigger an installation of the remote support client application on the user device from the installer package.