Method and Apparatus for Multiple Agent Commitment Tracking and Notification

Abstract

A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

1 - 26 . (canceled)  
   
   
       27 . In a communication system, a method for managing commitments, comprising steps of: 
 (a) receiving a communication including a request for action;    (b) storing at least a portion of the request in a data repository;    (c) selecting a request for action in the repository,    (d) selecting a commitment to fulfill the request by one or more agents; and    (e) notifying one or more persons when the commitment is met.    
   
   
       28 . The method of  claim 27  wherein the commitment stored in Step (d) further comprises a specific point in time by when the commitment is to be fulfilled.  
   
   
       29 . The method of  claim 28  comprising a step for notifying one or more persons of the commitment before the specific point in time.  
   
   
       30 . The method of  claim 27  wherein step (e) further comprises notifying one or more persons when a commitment made and recorded is not met and closed.  
   
   
       31 . A commitment management system, comprising: 
 facilities for receiving a communication including a request for action; and    executable code for performing certain processes relative to a received communication;    wherein the executable code comprises process functions for storing at least a portion of the request in a data repository, selecting a request for action in the repository, storing a commitment to fulfill the request by one or more agents, and notifying one or more persons when the commitment is met.    
   
   
       32 . The system of  claim 31  wherein storing the commitment further comprises a specific point in time by when the commitment is to be fulfilled.  
   
   
       33 . The system of  claim 32  wherein the process functions include notifying one or more persons of the commitment before the specific point in time.  
   
   
       34 . The method of  claim 32  wherein the process functions include notifying one or more persons when a commitment made and recorded is not met and closed.