MOBILE DEVICE DIAGNOSTICS

摘要

According to one method for mobile device service, with a user diagnostics application running on a user mobile device a user diagnostics screen is presented to a display of the user mobile device, diagnostics data is recorded from the user mobile device in response to input made at a customer care agent terminal, the user diagnostics screen of the diagnostics application is mirrored at the customer care agent terminal and the mirrored user diagnostics screen is populated with the diagnostics data. Mobile device graphics display data is excluded from transmission to the customer care agent terminal. A system for providing the mobile device service and an associated computer program product are also provided.

主权项

1. A method for user mobile device service, comprising, with a server communicatively coupled to a network:
providing, to a customer care agent terminal over the network, a first version of a customer care agent diagnostics screen including a mirror of a user diagnostics screen being presented to a display of the user mobile device; receiving, from the user mobile device over the network, user mobile device diagnostics data generated by the user mobile device in response to control input received from the customer care agent terminal; and providing, to the customer care agent terminal over the network, a second version of the customer care agent diagnostics screen including the mirror of the troubleshooting screen populated with information representative of the diagnostics data received from the user mobile device.