Claims:5. CLAIMS
What is claimed is:

1. A computer implemented system for providing and managing teleworking solutions comprising of;
a network interface comprising at least one of: a computing web interface; a mobile web interface; and a mobile app interface, whereby the network interface is configured to connect at least one of: a user computing device; a user mobile device; and a consumer device;

a skill analysing logic configured to assign a plurality of users to be connected to a plurality of consumers, whereby the plurality of users are chosen based on the skill as per the requirement of the plurality of consumers;

a communication establishment processing logic configured to establish a communication between the plurality of consumers and the plurality of users on an automated basis, whereby the communication is at least one of: a responding communication; a receiving communication; and a sole receiving communication;

an additional application interfacing logic configured to coordinate with the additional applications in at least one of: the user computing device; user mobile device; and the consumer device from pre-existing databases; and

a dynamic disposition configured to pull the relevant data of the communication between the plurality of the users and plurality of consumers as per the requirement of the plurality of users from the database, whereby the dynamic disposition being at least one of: disposition is entered on web of the user mobile device; disposition is entered on the web of the user computing device; the disposition is entered in the application on the user mobile device and the disposition is entered on the user mobile device.

2. The system of claim 1, wherein the responding communication is based on the plurality of consumers communicating with the plurality of users, the receiving communication is based on the plurality of users communicating with the plurality of consumers and the sole receiving communication is configured to establish the communication from the plurality of consumers to the plurality of the users.

3. The system of claim 1, wherein a telecom engine is configured to interact with the plurality of consumers and plurality of the users through at least one of: voices plurality of consumers and plurality of the users; and through dual-tone multi frequency signalling keypad.

4. The system of claim 1, wherein a mobile engine is configured to establish interactions between the plurality of consumers and plurality of users when the communication is established.

5. The system of claim 1, wherein an information technology engine is configured to establish interactions between the communication devices of the plurality of users and plurality of consumers.

6. The system of claim 1, wherein a dynamically programmed algorithm is configured to enable the plurality of user to be able to communicate with the plurality of consumers with at least one of: a communication device and without a communication device.

7. The system of claim 1, wherein the dynamic disposition is configured to provide the plurality of consumers with a centralised communication detail to communicate with the plurality of the users.

8. A method of providing and managing teleworking solutions comprising of;

logging in by the user in to the application through one’s computer device and/or mobile device;

contacting the consumer by the user if there is the number of the consumer in the database else, the consumer contacts the user to the common number provided for contacting the service provider;

noting the requirement of the consumer and registering and storing in the database by the user taking the call of the consumer; and

registering and distributing the requirement to the user skilled in the art for catering to the consumer through an automatic call distribution system. , Description:4. DESCRIPTION:

TECHNICAL FIELD

[001] The present disclosure generally relates to the field of systems and methods for teleworking. More particularly, the present disclosure relates to management of teleworking solutions through a computer implemented system and corresponding methods.

BACKGROUND

[002] Expeditious services are way in demand, where the consumer expects to be accommodated just a phone call away. The consumer query with respect to a requisite service is obliged by a series of agents employed by the service providers. The services when provided from a specific place include huge investments on infrastructure resulting in heavy bills for installation of various resources. The services are dependent on the availability of the concerned staff when the consumer is in need. The availability is dependent not just upon the service provider’s presence in person but is also dependent on the expertise of the service provider which should be in accordance with the requirement of the consumer. Primary rate interference, consumer satisfaction score, turnaround time and failure to follow up are some of the problems faced by the services provided from a certain location.

[003] In the light of aforementioned discussion there exists a need for performance analysis of geographically dispersed branches. There also is a need for a system and method where the services can be provided across geographical barriers where consumer relationship management could be integrated in a teleworking based ecosystem.

BRIEF SUMMARY

[004] The following presents a simplified summary of the disclosure in order to provide a basic understanding to the reader. This summary is not an extensive overview of the disclosure and it does not identify key/critical elements of the invention or delineate the scope of the invention. Its sole purpose is to present some concepts disclosed herein in a simplified form as a prelude to the more detailed description that is presented later.

[005] Exemplary embodiments of the present disclosure are directed towards a computer implemented system for managing teleworking services and methods employed thereof.

[006] An exemplary objective of the present subject matter is directed towards enabling the user to work not limiting to geographical barriers and establish a real time communication.

[007] Another exemplary objective of the present subject matter is directed towards optimized productivity and low infrastructure costs and enhancement of level of service.

[008] Another exemplary objective of the present subject matter is directed towards easy supervision of geographically dispersed centers of a services provided on a single pictorial and text view.

[009] Another exemplary objective of the present subject matter is directed towards providing an application with an inbuilt auto dialer.

[0010] Another exemplary objective of the present subject matter is directed towards providing a missed call-call back facility by the service provider to the consumer.

[0011] Another exemplary objective of the present subject matter is directed towards a call recording facility of the call between the service provider and the consumer.

[0012] Another exemplary objective of the present subject matter is directed towards the management of real time decisions.

[0013] Another exemplary objective of the present subject matter is directed towards providing a handy call scheduling and reminders facility.

[0014] Another exemplary objective of the present subject matter is directed towards dispositions on user mobile device thus eliminating the need for computers.

[0015] Yet another exemplary objective of the present subject matter is directed towards an easy integration of consumer relationship management.

[0016] An exemplary aspect of the present subject matter is directed towards a network interface comprising at least one of: a computing web interface; a mobile web interface; and a mobile app interface, whereby the network interface is configured to connect at least one of: a user computing device; a user mobile device; and a consumer device.

[0017] Another exemplary aspect of the present subject matter is directed towards a skill analysing logic configured to assign a plurality of users to be connected to a plurality of consumers, whereby the plurality of users are chosen based on the skill as per the requirement of the plurality of consumers.

[0018] Another exemplary aspect of the present subject matter is directed towards a communication establishment processing logic configured to establish a communication between the plurality of consumers and the plurality of users on an automated basis, whereby the communication is at least one of: a responding communication; a receiving communication; and a sole receiving communication.

[0019] Another exemplary aspect of the present subject matter is directed towards an additional application interfacing logic configured to coordinate with the additional applications in at least one of: the user computing device; user mobile device; and the consumer device from pre-existing databases; and

[0020] Yet another exemplary aspect of the present subject matter is directed towards a dynamic disposition configured to pull the relevant data of the communication between the plurality of the users and plurality of consumers as per the requirement of the plurality of users from the database, whereby the dynamic disposition being at least one of: disposition is entered on web of the user mobile device; disposition is entered on the web of the user computing device; the disposition is entered in the application on the user mobile device and the disposition is entered on the user mobile device.

BRIEF DESCRIPTION OF DRAWINGS

[0021] Other objects and advantages of the present invention will become apparent to those skilled in the art upon reading the following detailed description of the preferred embodiments, in conjunction with the accompanying drawings, wherein like reference numerals have been used to designate like elements, and wherein:

[0022] FIG. 1 is a diagram depicting, a computing environment for providing and managing teleworking solutions, according to an exemplary embodiment of the present disclosure.

[0023] FIG. 2 is a block diagram depicting the system 108 of FIG. 1, according to an exemplary embodiment of the present disclosure.

[0024] FIG. 3 is a block diagram depicting computing devices disclosed in FIG. 1, according to an exemplary embodiment of the present disclosure.

[0025] FIG. 4 is a flow chart depicting method providing and managing teleworking solutions, according to an exemplary embodiment of the present disclosure.

[0026] FIG. 5 is flow chart depicting a method of communication between the user and the consumer where the calls are dialed from SIM and the disposition is on the application in the user mobile device, according to an exemplary embodiment of the present disclosure.

[0027] FIG. 6 is flow chart depicting a method of communication between the user and the consumer where the calls are dialed from SIM and the disposition is on web of the user computing device, according to an exemplary embodiment of the present disclosure.

[0028] FIG. 7 is flow chart depicting a method of communication between the user and the consumer where the calls are dialed from the server and the disposition is on the application in the user mobile device, according to an exemplary embodiment of the present disclosure.

[0029] FIG. 8 is flow chart depicting a method of communication between the consumer and the user and/or service provider where the calls are dialed from the user mobile device and disposition is on the application in the user mobile device, according to an exemplary embodiment of the present disclosure.

[0030] FIG. 9 is flow chart depicting a method of communication between the consumer and the user and/or service provider where the calls are dialed from the user mobile device and disposition is on the web of the user computing device, according to an exemplary embodiment of the present disclosure.

[0031] FIG. 10 is flow chart depicting a method of communication between the consumer and the user and/or service provider where the calls are dialed from the server and disposition is on the user mobile device, according to an exemplary embodiment of the present disclosure.

[0032] FIG. 11 is flow chart depicting a method of sole receiving of communication of the consumer by the user and/or service provider, according to an exemplary embodiment of the present disclosure.

[0033] FIG. 12 is a screen specific depicting a new registration of the consumer, according to an exemplary embodiment of the present disclosure.

[0034] FIG. 13 is a screen specific depicting registration for a time bound task by the user, according to an exemplary embodiment of the present disclosure.

[0035] FIG. 14 is a screen specific depicting a search for a consumer request details, according to an exemplary embodiment of the present disclosure.

[0036] FIG. 15 is a screen specific depicting status of the consumer request, according to an exemplary embodiment of the present disclosure.

[0037] FIG. 16 is a screen specific depicting call log of the conversations between the user and the consumer, according to an exemplary embodiment of the present disclosure.

[0038] FIG. 17 is a screen specific depicting the calls report, according to an exemplary embodiment of the present disclosure.

DETAILED DESCRIPTION

[0039] It is to be understood that the present disclosure is not limited in its application to the details of construction and the arrangement of components set forth in the following description or illustrated in the drawings. The present disclosure is capable of other embodiments and of being practiced or of being carried out in various ways. Also, it is to be understood that the phraseology and terminology used herein is for the purpose of description and should not be regarded as limiting.

[0040] The use of “including”, “comprising” or “having” and variations thereof herein is meant to encompass the items listed thereafter and equivalents thereof as well as additional items. The terms “a” and “an” herein do not denote a limitation of quantity, but rather denote the presence of at least one of the referenced item. Further, the use of terms “first”, “second”, and “third”, and the like, herein do not denote any order, quantity, or importance, but rather are used to distinguish one element from another.

[0041] Referring to FIG. 1 is a diagram 100, depicting a computing environment for providing and managing teleworking solutions, according to an exemplary embodiment of the present disclosure. The diagram 100 comprises of user 102(102a-102n). The user 102 is the person authorized by a service provider using the teleworking solutions disclosed. The user 102 may be a salesperson, an employee, a call center agent and the like without limiting the scope of the disclosure. The service provider may be a person and/or agency, a company, organization and the like configured to provide relevant services to the consumer. The device utilized by the user may be a computing device and/or a mobile device 104 (104a-104n) depending upon the requirement of the user 102. The computing device and/or mobile device 104 may be coupled with a network interface 106 which may further comprise of a computer web interface if the user device is a computing device and/or a mobile web interface if the user device is a mobile device and a mobile application interface (mobile UI) configured to be graphical and not limited to, touch-sensitive display on a mobile device. The mobile device may not be limited to a mobile telephone and/or other processing device without a disk-based memory and the like without limiting the scope of the disclosure. The mobile application interface enables the user to interact with mobile based applications, features, and display of functions, display of content, and the like. The computing device may comprise of a desktop, a conventional personal computer (PC) and/or other type of conventional user work station without limiting the scope of the disclosure. The system 108 is connected to the user computing device and/or a mobile device 104 through the network interface 106. The system 108 (discussed in detail in FIG. 2) is connected through the network interface 106 to the consumer devices 110 (110a-110n). The consumer may be defined as a person seeking feedback, assistance, update and the like from a user and/or the service provider. The consumer device 110 may be inclusive of a computing device and/or a mobile device. The mobile device may not be limited to a mobile telephone and/or other processing device without a disk-based memory and the like without limiting the scope of the disclosure and the computing device may comprise of a desktop, a conventional personal computer (PC) and/or other type of conventional user work station without limiting the scope of the disclosure.

[0042] Referring to FIG. 2 is a block diagram 200, depicting the system 108 of FIG. 1, according to an exemplary embodiment of the present disclosure. The diagram 200 comprises of a skill analysing logic 202, where the user is assigned to a particular consumer based on his/her skill which is proportional to the requirement of the consumer. A communication establishment processing logic 204 is configured to establish a responding communication, a receiving communication, a sole receiving communication, and the like, without limiting the scope of the disclosure. The responding communication may be based on the user 102 contacting the consumer for the services requested by the consumer. The receiving communication may be based on the consumer calling up the user 102 for the requisite services. The sole receiving communication is configured to obtain a call from the consumer to the user 102 directly and does not necessarily involve the concept of reverse contact by the user to the consumer. The communication establishment logic 204 may further be inclusive of, a telecom engine 204a, a mobile engine 204b and an IT engine 204c. The telecom engine 204a further comprises of: an interactive voice response (IVR) technology, an automatic call distributor system (ACD) and a dialler. The IVR is a technology configured to interact with the human through their voices and/or through dual-tone multi frequency (DTMF) signalling keypad. The IVR comprises of a communication device not limiting to, a telephone, mobile and the like. The IVR further includes applications which are further connected to a database 212 through the server 210. The IVR is configured to provide pre-recorded voice responses of not limiting to IVR applications enables the user to view data related to the caller at a display. The ACD is configured to handle bulk volumes of calls, not limited to incoming calls, and distribute them to a particular user with specific skills. The user is configured to contact the consumer on an automated basis and/or monitor the calls which are not limited, to receiving, responding and/or partially receiving. The mobile engine 204b performs the core and essential function of mobile based interactions between the consumer and the user when the calls are made. The IT engine 204c is configured to establish an interaction between the communication devices not limiting to, a mobile, a handset, a computer, a desktop with the internet to retrieve, manipulate, store, transmit the data obtained.

[0043] The skill analysing logic 202 is configured to deal with the contact details of each and every consumer referred to the user based on his skills. The skills may be inclusive of language proficiency, command on the subject of need to the consumer, speed, efficiency, communication skills and the like. The language proficiency enables the user to comprehend the requirement of consumer who are entangled in language based barriers and are drifted from the requisite services owing to lack of understanding such consumer requirement. Speed leads to efficiency as the number of consumers catered to; constitute to be an important parameter which would decide on the timeline which is being followed. Communication skills ensure consumer satisfaction in turn leading to clarity thus saving the time of the user 102 as well as the consumer.

[0044] The communication establishment processing logic 204 is configured to operate in two scenarios: one being the responding scenario and the other being the receiving scenario. Further, the receiving scenario is configured to operate in not limited to three scenarios; One being the calls dialled from the user mobile device 104 and disposition on mobile app in the user mobile device 104. The second one being calls dialled from user mobile device 104 and disposition on the web of the user computing device 104, and the third being calls dialled from the server 210 and disposition on mobile app in the user mobile device 104. Further, the responding scenario is configured to operate in not limited to three scenarios; One being dialling and disposition through the mobile application in the user mobile device 104, the second being dialling through user mobile device 104 and disposition on web of the user computing device 104 and the third being dialling from server 210 and disposition on user mobile device 104. User login management logic 206 is configured to deal with the post login options available to the user 102 for establishing communication with the consumer. Time bound task management logic 208 is configured to deal with a task that may be inclusive of, but not limited to, a request, a complaint, a query, and the like. The task for the user could be from the consumer and/or the user’s higher authority’s time bound task. The system 108 further comprises of a server 210 configured to enable and establish communication between the user mobile and/or computing device 104 and the consumer device 110, configuration data and the like and a database 214 configured to store the data corresponding to the users and the consumers. An additional application interfacing logic 214 is configured to coordinate with the additional applications in the computing and/or mobile device 104 of the user and/or the consumer device 110 from the pre-existing databases. The interfaces within traditional software are configured to store data which may be pulled from the existing database. The process of dynamic disposition is configured to have a dynamically programmed algorithm to enable the user to be able to communicate with and/or without a computing device and /or mobile device. The dynamic disposition process is configured to pull the relevant data to the user from the database 212. In the server form the functions can be created. The pre-templetised data capturing for example; conducting surveys, where the dynamic disposition process can be used by marketing agency campaigns whereby the agency may publish a single contact number for consumers to give a call back to participate in a contest and/or survey. All missed calls are forwarded to available user’s dialler depending on user availability. Users dial out to consumer from their SIMS and enter call details on web. The dynamic disposition process enables the user and consumer to with and/or without do away with the mobile device. It is to the discretion of the user to either pull the data as per the requirement and/or dispose the data. The data is obtained from the conversation between the consumer and the user and/or vice versa. Data disposal may be defined as the process of destroying data stored in various forms making it completely inaccessible, thus preventing the unused data from unauthorized usage.

[0045] Referring to FIG. 3 is a block diagram 300, depicting computing devices disclosed in FIG. 1, according to an exemplary embodiment of the present disclosure. It should be noted, however, that embodiments are not limited to implementation on such computing devices and/or mobile device 104, but may be implemented on any of a variety of different types of computing units within the scope of embodiments hereof. The computing device and/or mobile device 104 are only one example of search and it is not intended to suggest any limitation as to the scope of use or functionality of the disclosure.

[0046] The computing and/or mobile device 104 comprises of a processor 306, a memory 304, a network interface 308, an input device 310 and an output device 312 which are coupled together via a bus structure 302. The memory 304 is configured to store the logics of the system 108 which are the, skill analysing logic 202, communication establishment processing logic 204, user login management logic 206 and time bound task management logic 208. The logics of the system 108 are configured to deal with Consumer relationship management (CRM). The input device 310 may be a type of input unit, not limiting to, a keyboard, a mouse, a touch screen, a scanner, a camera, a microphone and the like. The output device 312 may be any type of output unit, not limiting to, a liquid crystal display (LCD) or other type of video display unit, a speaker, or a printer.

[0047] Referring to FIG. 4 is a flow chart 400, depicting method providing and managing teleworking solutions, according to an exemplary embodiment of the present disclosure. The method starts at step 402 where the user logs in to the application through one’s computer device and/or mobile device. The consumer is contacted by the user if there is the number of the consumer in the database else, the consumer contacts the user to the common number provided for contacting the service provider at step 404. The requirement of the consumer is noted, registered and stored in the database by the user taking the call of the consumer at step 406. The requirement is registered and distributed to the user skilled in the art for catering to the consumer through an automatic call distribution system at step 408.

[0048] FIG 5 to FIG. 7 depict technological variations in a scenario involving a method of responding communication between the user and/or service provider and the consumer according to an exemplary embodiment of the present disclosure.

[0049] Referring to FIG. 5 is flow chart 500, depicting a method of communication between the user and the consumer where the calls are dialed from SIM and the disposition is on the application in the user mobile device, according to an exemplary embodiment of the present disclosure. The method commences at step 502 where the user logs in to the application through the user mobile device. Further at step 504 the consumer contact number is transferred through a server to the user mobile device for contact in real time. The user is enabled to dial automatically the consumer contact number from the application in the user mobile device at step 506. The disposition is fed by the user in user mobile device at step 508.

[0050] Referring to FIG. 6 is flow chart 600, depicting a method of communication between the user and the consumer where the calls are dialed from SIM and the disposition is on web of the user computing device, according to an exemplary embodiment of the present disclosure. The method commences by the user logging in to the application through user mobile device at step 602. The user triggers the call to the consumer upon clicking the pop up on the user mobile device at step 604. At step 606 the call gets dialed from the number registered for contacting the user. The total data on the consumer relationship management (CRM) is entered on the web inclusive of the disposition at step 608. The data and communication are saved in the server automatically at step 610. The reports may be viewed on the mobile dashboard and/or the web dashboard as per the requirement of the user at step 612. The process of SIM disposition on the web enables the capturing of extensive details of the consumer which are needed to be captured along with the usage of multiple screens.

[0051] Referring to FIG. 7 is flow chart 700, depicting a method of communication between the user and the consumer where the calls are dialed from the server and the disposition is on the application in the user mobile device, according to an exemplary embodiment of the present disclosure. The method commences by the user logging in to the application through user computing device by feeding an allocated code at step 702. The call is triggered through the server automatically at step 704. If the call is triggered to the user SIM then, the user answers the call at step 706. Else, if the call is triggered through the server automatically to the consumer contact number then, the consumer answers the call at step 708. The disposition is entered in the application on the user mobile device post patching up the calls answered by the user or the consumer by the server at step 710. The real time reports are made available in the dashboard of the mobile application of the user at step 712.

[0052] FIG 8 to FIG. 10 depict technological variations in a scenario involving receiving communication between the user and the consumer and/or service provider, according to an exemplary embodiment of the present disclosure.

[0053] Referring to FIG. 8 is flow chart 800, depicting a method of communication between the consumer and the user and/or service provider where the calls are dialed from the user mobile device and disposition is on the application in the user mobile device, according to an exemplary embodiment of the present disclosure. The method commences at step 802 where the consumer calls up the service provider through the registered consumer care number. A welcome message is played through an interactive voice technology system (IVR) which is followed by the auto disconnection of the call of the consumer at step 804. The missed calls are tracked by the missed call tracker at step 806. Pushing the consumer contact number by the automatic call distributor to the available user through data connectivity takes place at step 808. An automated call back system is triggered to the consumer from the user SIM at step 810. The call is connected to the consumer through the user SIM and the disposition is entered on user mobile device at step 812.

[0054] Referring to FIG. 9 is flow chart 900, depicting a method of communication between the consumer and the user and/or service provider where the calls are dialed from the user mobile device and disposition is on the web of the user computing device, according to an exemplary embodiment of the present disclosure. The method commences at step 902 where the consumer calls up the service provider through the registered consumer care number. A welcome message is played through an interactive voice technology system (IVR) which is followed by the auto disconnection of the call of the consumer at step 904. The missed calls are tracked by the missed call tracker at step 906. Pushing the consumer number by the automatic call distributor to the available user through data connectivity takes place at step 908. An automated call back system is triggered to the consumer from the user SIM at step 910. The call is connected to the consumer through the user SIM and the disposition is entered on the web in user computing device at step 912.

[0055] Referring to FIG. 10 is flow chart 1000, depicting a method of communication between the consumer and the user and/or service provider where the calls are dialed from the server and disposition is on the user mobile device, according to an exemplary embodiment of the present disclosure. The method commences at step 1002 where the consumer calls up the service provider through the registered consumer care number. A welcome message is played through an interactive voice technology system (IVR) which is followed by the auto disconnection of the call of the consumer at step 1004. Capturing of the consumer’s phone number automatically takes place at step 1006. Triggering of calls from the server takes place automatically 1008. If the call triggers to the user SIM then, user answers the call at step 1010. If the call triggers to the consumer contact number then, consumer answers the call at step 1012. The disposition is entered in the application on the user mobile device post patching up the calls answered by the user or the consumer by the server at step 1014. The real time reports are made available in the dashboard of the mobile application of the user at step 1016.

[0056] Referring to FIG. 11 is flow chart 1100, depicting a method of sole receiving of communication of the consumer by the user and/or service provider, according to an exemplary embodiment of the present disclosure. The method commences at step 1102 where the consumer calls up the service provider through the registered consumer care number. Distributing of the call from the consumer to the available user with the help of an automatic call distributor system takes place at step 1104. Further, dialing the call to the available user by the server at step 1106. The user enters the disposition in user mobile device at step 1108. The process enables the services providers to deal with a centralized number for communication.

[0057] Referring to FIG. 12 is a screen specific 1200, depicting a new registration of the consumer, according to an exemplary embodiment of the present disclosure. The details of the consumer not limiting, to a contact number and/or mobile number 1202, consumer name 1204, the serial number allocated to the consumer and/or consumer serial number 1206, consumer request form (CRF) number 1208, consumer media access control (MAC) Id 1210 which is a device specific identity number, installation address 1212 to enable the user to select the web location where application files needs to be installed, address where the consumer resides and/or where the consumer intends to avail the services inclusive of district 1214, town 1216, area 1218 and a requisite service related detail as a local cable operator (LCO) 1220 may be incorporated for further use. The screen specific 1200 forms a part of the user login management logic 206 where the user logs in to accommodate the details furnished by the consumer for further communication.

[0058] Referring to FIG. 13 is a screen specific 1300, depicting registration for a time bound task by the user, according to an exemplary embodiment of the present disclosure. The screen specific 1300 forms a part of the user login management logic 206 where the user logins to accommodate the details furnished by the consumer for further communication. The registration for a time bound task by the user may include, consumer information not limiting to, address for communication with the consumer 1302, type of complaint and/or query and/or request 1304, service type 1306; for example: cable TV, broadband and the like, selecting category 1308 and sub category 1310, self-close and/or open 1312, estimated closing time 1314 is the time given by the user to the consumer during the conversation and/or time spent by the user in conversation with the consumer , mobile number of the user 1316, landmark for providing the service 1318 and any comment 1320 to draw specific attention. The category 1308 comprises of the specific category and/or main complaint of the service type 1306 which would fall in the requirement of the consumer. The select subcategory 1310 is inclusive of the sub complaint of the category 1308 which would fall in the requirement of the consumer. The self-close and/or open 1312 may be explained as follows; if a consumer contacts the user for a specific service type then, the user may give a step by step verbal command to the consumer enabling the consumer to fix the problem occurring in the service. This would be referred to as a self-close of the service request. If the service request needs to have a personal attention of a technician skilled in the art then this would be referred to as an open service request. Priority 1322 refers to the urgency with which the requirement of a specific service is needed to be catered. For example; P1 may denote a case of extreme urgency and/or a service which requires immediate attention, P2 may denote the case of medium urgency, P3 may refer to the case with mild urgency and the like.

[0059] Referring to FIG. 14 is a screen specific 1400, depicting a search for a consumer request details, according to an exemplary embodiment of the present disclosure. The current call 1402 displays the contact number of the consumer whom the user is catering to. 1404 represents the details of time bound task by the user which may be allotted a consumer reference number which may be named as ticket number. This number is specific to a consumer and may be referred to by the consumer through any means of communication, for example; the consumer can call from different mobile numbers but the consumer service number will cater to the same service required by the same consumer. This forms a part of time bound task management logic 208. The details of the consumer also are inclusive of complaint type, service, and status of attending the service whether pending and/or completed, category, sub category and the date and time of creation of the consumer service number. 1406 reflects the name of the consumer along with consumer mobile number. A radio button 1408 enables the user to directly visit the consumer details upon clicking.

[0060] Referring to FIG. 15 is a screen specific 1500, depicting status of the consumer request, according to an exemplary embodiment of the present disclosure. The consumer service number and its corresponding details may be displayed in 1502. This forms a part of time bound task management logic 208. The details of the consumer also are inclusive of complaint type, service, and status of attending the service whether pending and/or completed, category, sub category and the date and time of creation of the consumer service number. A comment can also be added by the user furnishing certain details which are not included in the given options. A status update 1504 may be a close update which can be chosen by the user as an option when the service requested by the user has been completely taken care of. An update option may be chosen in case the service request was taken care of but it needs further attention for its completion. Once the details are fed, the user may opt to either submit the details or cancel the details.

[0061] Referring to FIG. 16 is a screen specific 1600, depicting call log of the conversations between the user and the consumer, according to an exemplary embodiment of the present disclosure. The home screen of the user may be inclusive of home 1602 as an option. A call log option 1604 may also be displayed. The contact numbers of the consumers 1606 is displayed along with the date and time of contact 1608 which form a part of the call log option 1604. The entire list of calls which have been performed by the user gets displayed at the end of a work day.

[0062] Referring to FIG. 17 is a screen specific 1700, depicting the calls report, according to an exemplary embodiment of the present disclosure. Calls report 1702 may be similar to the call log discussed in FIG. 16. The user number 1704 (for example; agent 02 in the figure) is depicted by the screen specific 1700. Number of answered calls by the user 1706, number of unanswered calls 1708 and total number of calls 1710 is depicted. 1712 is a pie chart depicting the number of answered calls by the user 1706 and number of unanswered calls 1708.

[0063] Although the present disclosure has been described in terms of certain preferred embodiments and illustrations thereof, other embodiments and modifications to preferred embodiments may be possible that are within the principles and spirit of the invention. The above descriptions and figures are therefore to be regarded as illustrative and not restrictive.

[0064] Thus the scope of the present disclosure is defined by the appended claims and includes both combinations and sub combinations of the various features described herein above as well as variations and modifications thereof, which would occur to persons skilled in the art upon reading the foregoing description.