SYSTEM AND METHOD FOR MEASURING, COMPARING AND IMPROVING WORK FORCE COMMUNICATION RESPONSE TIMES, PERFORMANCE, EFFICIENCY AND EFFECTIVENESS
First Claim
Patent Images
1. A system for measuring responsiveness of an individual to a communication comprising:
- a system computer having a storage accessible thereto and a network connection, said system having software executing thereon including;
a communications data gathering module that gathers data indicative of;
when a communication is sent via a communication medium; and
when a response to the communication is sent;
a rules module that includes rules for applying a weight to the gathered data;
a velocity module generating a velocity score based on the weighted gathered data;
wherein the weight applied to the response time is based on;
the time of day the communication was sent,the day of the week the communication was sent,the time of day the response was sent,the day of the week the response was sent;
wherein the communications medium is selected from the group consisting of;
email, text messaging, voicemail, social media, instant messaging or combinations thereof.
1 Assignment
0 Petitions
Accused Products
Abstract
A system and method for measuring the efficiency and effectiveness of individuals and automated systems by using transaction based measurements of communications that are normalized into a velocity score to depict excellent performance versus poor performance. Individual velocity scores may be aggregated to grade a person, a group, a department, a company or an industry or geography. The velocity score includes a plurality of weights that are used to provide higher or lower velocity scores depending on criteria selected by the entity.
-
Citations
40 Claims
-
1. A system for measuring responsiveness of an individual to a communication comprising:
-
a system computer having a storage accessible thereto and a network connection, said system having software executing thereon including;
a communications data gathering module that gathers data indicative of;when a communication is sent via a communication medium; and when a response to the communication is sent;
a rules module that includes rules for applying a weight to the gathered data;
a velocity module generating a velocity score based on the weighted gathered data;wherein the weight applied to the response time is based on; the time of day the communication was sent, the day of the week the communication was sent, the time of day the response was sent, the day of the week the response was sent; wherein the communications medium is selected from the group consisting of;
email, text messaging, voicemail, social media, instant messaging or combinations thereof. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
-
-
16. A method for measuring responsiveness of an individual to a communication including a system computer having a storage accessible thereto and a network connection, the system computer having software executing thereon and performing the following steps:
-
gathering communications data, the communications data indicative of;
when a communication is sent via a communication medium; and
when a response to the communication is sent;accessing a rules module including rules and applying a weight to the gathered data for determining a velocity score, wherein the weight applied to the gathered data is based on; the time of day the communication was sent, the day of the week the communication was sent, the time of day the response was sent, the day of the week the response was sent; generating a velocity score based on the weighted gathered data; wherein the communications medium is selected from the group consisting of;
email, text messaging, voicemail, social media, instant messaging or combinations thereof. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30)
-
-
31. A system for measuring responsiveness of an individual to a communication comprising:
a system computer having a storage accessible thereto and a network connection, said system having software executing thereon including; a communications data gathering module that gathers data indicative of; when a communication is sent via a communication medium; and when a response to the communication is sent; a rules module that includes rules for applying a weight to the gathered data; and a velocity module generating a velocity score based on the weighted gathered data. - View Dependent Claims (32, 33, 34, 35, 36, 37, 38, 39, 40)
Specification