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US Patent 11501222 Training operators through co-assignment

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Is a
Patent
Patent

Patent attributes

Patent Jurisdiction
United States Patent and Trademark Office
United States Patent and Trademark Office
Patent Number
11501222
Date of Patent
November 15, 2022
Patent Application Number
16824737
Date Filed
March 20, 2020
Patent Citations
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US Patent 10395323 Defect management
‌
US Patent 10977222 Mechanism for data schema consistency monitoring
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US Patent 10263836 Identifying troubleshooting options for resolving network failures
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US Patent 10904383 Assigning operators to incidents
Patent Primary Examiner
‌
Thomas L. Mansfield, Jr.

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.

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