Method and system for monitoring and controlling the performance of a call processing center
First Claim
1. A method, to be carried out on a computer having a memory and a processor, for generating a performance report on the efficiency of a call processing center, the method comprising the steps of:
- defining a plurality of performance variables for the call processing center, said performance variables having a measurable property for the call processing center;
storing said performance variable definitions in the computer'"'"'s memory;
collecting data for each of said performance variables for a period of time;
storing the time period'"'"'s variable performance data in the computer'"'"'s memory;
mapping, with the computer'"'"'s processor, the data for each of said plurality of performance variables for the time period to a normalized performance variable having a neutral value and at least one inflection point within a normalized range of values, said inflection point describing varying effects of said normalized performance variable on the call processing center'"'"'s efficiency;
storing said plurality of normalized performance variables in the computer'"'"'s memory;
inputting into the computer'"'"'s memory a weighting factor for each of said performance variables, said weighting factor relating to the importance of each of said performance variables to the efficiency of the call processing center;
retrieving said plurality of normalized performance variables and said variable weighting factors from the computer'"'"'s memory to the computer'"'"'s processor and calculating a plurality of weighted normalized performance variables;
storing said weighted normalized performance variables in the computer'"'"'s memory;
calculating with the computer'"'"'s processor the efficiency of the call processing center as a function of said plurality of weighted normalized performance variables; and
providing the performance report from the computer showing the call processing center'"'"'s calculated efficiency for the time period.
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Accused Products
Abstract
A method and system for generating performance data relating to the efficiency of an organization and including the steps of describing a plurality of performance variables associated with the organization. The performance variables describe measurable properties of the organization. The invention further maps each of the performance variables to a normalized performance variable mapping that has a neutral value and at least one inflection point of the performance variable within a normalized range of values. Each inflection point describes effects of the normalized performance variable in changing from a positive influence to a negative influence on the organization'"'"'s efficiency. Then the invention assigns a weighting factor to each of the normalized performance variables to produce a plurality of weighted normalized performance variables. The method and system calculate the efficiency of the organization as a function of the plurality of weighted normalized performance variables. The method and system further include the use and maintenance of instruction tables for identifying interactions among the various performance variables.
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Citations
21 Claims
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1. A method, to be carried out on a computer having a memory and a processor, for generating a performance report on the efficiency of a call processing center, the method comprising the steps of:
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defining a plurality of performance variables for the call processing center, said performance variables having a measurable property for the call processing center; storing said performance variable definitions in the computer'"'"'s memory; collecting data for each of said performance variables for a period of time; storing the time period'"'"'s variable performance data in the computer'"'"'s memory; mapping, with the computer'"'"'s processor, the data for each of said plurality of performance variables for the time period to a normalized performance variable having a neutral value and at least one inflection point within a normalized range of values, said inflection point describing varying effects of said normalized performance variable on the call processing center'"'"'s efficiency; storing said plurality of normalized performance variables in the computer'"'"'s memory; inputting into the computer'"'"'s memory a weighting factor for each of said performance variables, said weighting factor relating to the importance of each of said performance variables to the efficiency of the call processing center; retrieving said plurality of normalized performance variables and said variable weighting factors from the computer'"'"'s memory to the computer'"'"'s processor and calculating a plurality of weighted normalized performance variables; storing said weighted normalized performance variables in the computer'"'"'s memory; calculating with the computer'"'"'s processor the efficiency of the call processing center as a function of said plurality of weighted normalized performance variables; and providing the performance report from the computer showing the call processing center'"'"'s calculated efficiency for the time period. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method, to be carried out on a computer having a memory and a processor, for generating a performance report describing the interaction of a plurality of input variables relating to the efficiency of a call processing center, the method comprising the steps of:
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defining a plurality of performance variables for the call processing center, said performance variables having a measurable property for the call processing center; storing said performance variable descriptions in the computer'"'"'s memory; collecting data for each of said performance variables for a period of time; mapping, with the computer'"'"'s processor, the data for each of said plurality of performance variables to a normalized performance variable according to a neutral value and at least one inflection point of said performance variable within a normalized range of values, said inflection point describing varying effects of said normalized performance variable on the call processing center'"'"'s efficiency; inputting into the computer'"'"'s memory a weighting factor for each of said normalized performance variables to produce a plurality of weighted normalized performance variables, said weighting factor relating to the importance of each of said normalized performance variables to the efficiency of the (organization) call processing center; determining with said processor the interactions among said weighted normalized performance variables; recording in said memory said interactions between the performance variables; storing in said memory said interaction between said weighted normalized performance variables in an interaction table in said computer'"'"'s memory, said interaction table comprising a plurality of values, each of said values for associating said weighted normalized performance variables among one another; describing significant chants in a performance variable through a change function; and providing the performance report from the computer showing the interaction of the plurality of performance variables relating to the efficiency of the call processing center and significant changes in a performance variable for the time period. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method for monitoring the efficiency of a call processing center with a digital computer having a memory and processor, the method comprising the steps of:
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a. selecting a plurality of performance variables relating to the performance of the call processing center that together characterize the efficiency of the organization; b. inputting into the computer'"'"'s memory said performance variables; c. selecting a plurality of time intervals during which to accumulate performance variable data; d. inputting into said computer'"'"'s memory at least one interaction table that contains an expected change in each performance variable when at least one other performance variable changes; e. collecting performance variable data for a most recent one of the time intervals; f. storing said variable data in said memory; g. calculating with said processor a most recent efficiency rating for the most recent time interval using said performance variable data; h. determining with said processor the relative impact of each performance variable on the efficiency rating for said most recent time interval; and i. based upon the results of step h modifying selected ones of said performance variables to increase the call processing center'"'"'s efficiency. - View Dependent Claims (20, 21)
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Specification