The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 15, 2022
Filed:
Mar. 20, 2020
International Business Machines Corporation, Armonk, NY (US);
Luke Taher, Heswall, GB;
David Jon Griffin, Reigate, GB;
Matthew Richard James Thornhill, London, GB;
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method, a computer program product, and a computer system co-assign operators to service an incident with a first operator educating a second operator of skills used in servicing the incident. The method includes determining a type of incident and determining a command group used for the type of incident according to a first mapping based on historical resolutions of historical incidents. The method includes determining the first operator for co-assignment according to a second mapping based on successful historical resolutions of historical incidents by the first operator. The method includes determining the second operator for the co-assignment according to the second mapping that further maps the command group and the second operator based on a lack of experience in using the command group. The method includes co-assigning the incident to the first operator and the second operator.