Performance management system and method

• US 7,610,288 B2
• Filed: 01/07/2003
• Issued: 10/27/2009
• Est. Priority Date: 01/07/2003
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Holt, John, Dickerson, Stephanie
• Primary Examiner(s): Fleurantin; Jean B
• Assistant Examiner(s): Ly; Anh
• Application Number:
  US10/337,585
• Publication Number:
  US 20040133578A1
• Time in Patent Office: 2,485 Days
• Field of Search: 707 2- 8, 707 10-1041, 709219-229, 705/12, 705/14, 705/11, 705/35, 705/7, 705/1, 705/400, 705/36, 379/9, 379/266.06
• US Class Current: N/A
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: Y10S 707/99931 Database or file accessing
• CPC Class Codes: Y10S 707/99942 Manipulating data structure, e.g. compression, compaction, compilation
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A performance management system is disclosed. The performance management system includes a host system in communication with a client system. The host system includes a database server and an application server. The database server is configured to receive workplace performance information from one or more sources. The application server is configured to receive a query from the client system to provide workplace performance information, transmit a request to the database server to provide workplace performance information, receive workplace performance information transmitted from the database server, generate an HTML document that includes workplace performance information, and transmit the HTML document to the client system.

Claims

1. A method for obtaining workplace performance information about a worker, the method comprising:

receiving, at a database server, workplace performance information about the worker from at least two sources, each of the least two sources supplying a different type of information;

processing, by the database server, the workplace performance information;

transmitting, by the database server, the workplace performance information as at least one signal in response to a request signal received from an application server,

receiving, at the application server, the workplace performance information from the database server;

generating, by the application server, an HTML document including the workplace performance information;

transmitting, by the application server, the HTML document in response to a request receiving from a client system;

initiating via a graphical user interface, at the client system, the request for workplace performance information;

receiving, at the client system, the HTML document that includes the workplace performance information;

translating, at the client system, the HTML document to another format;

displaying, at the client system, the translated HTML document;

viewing, by a user, the translated HTML document;

using the workplace performance information included in the HTML document for at least one of the following;

evaluating the performance of the worker, and

establishing benchmarks for the worker; and

wherein receiving workplace performance information includes receiving Service Order Correction System data, and wherein the Service Order Correction System data includes an amount of time spent correcting an order entry error.

2. The method of claim 1, wherein receiving workplace performance information receiving workplace performance information pushed from at least two sources.

3. The method of claim 2, wherein receiving workplace performance information pushed from the at least two sources includes performing a data replication operation.

4. The method of claim 2, wherein receiving workplace performance information pulled from the at least two sources includes performing a query/response operation.

5. The method of claim 1, wherein receiving workplace performance includes receiving workplace performance information pulled from the at least two sources.

6. The method of claim 1, wherein receiving workplace performance information includes receiving a text file.

7. The method of claim 1, wherein receiving workplace performance information includes receiving a record set.

8. The method of claim 1, wherein processing the workplace performance information includes performing a data scrubbing operation.

9. The method of claim 1, wherein processing the workplace performance information includes organizing the workplace performance information into a predetermined format.

10. The method of claim 1, wherein receiving the workplace information includes:

receiving a query transmitted from the client system to provide workplace performance information;

transmitting a request for workplace performance information to the database server; and

receiving the workplace information from the database server.

11. The method of claim 1, wherein generating the HTML document includes generating a table.

12. The method of claim 1, wherein generating the HTML document includes generating a bar graph.

13. The method of claim 1, wherein generating the HTML document includes generating a pie chart.

14. The method of claim 1, wherein the database server includes at least one computer-readable medium which contains instructions which, when executed on a computer perform receiving workplace performance information, processing the workplace performance information and transmitting the workplace performance information.

15. A method for obtaining workplace performance information about a worker, the method comprising:

receiving, at a database server, workplace performance information about the worker from at least two sources, each of the at least two sources supplying a different type of information;

processing, by the database server, the workplace performance information; and

transmitting, by the database server, the workplace performance information in response to a request received from an application server,

receiving, at the application server, the workplace performance information from the database server;

generating, by the application server, an HTML document including the workplace performance information;

transmitting, by the application server, the HTML document in response to a request receiving from a client system;

initiating via a graphical user interface, at the client system, the request for workplace performance information;

receiving, at the client system, the HTML document that includes the workplace performance information;

translating, at the client system, the HTML document to another format;

displaying, at the client system, the translated HTML document;

viewing, by a user, the translated HTML document;

using the workplace performance information included in the HTML document for at least one of the following;

evaluating the performance of the worker, and

establishing benchmarks for the worker; and

wherein receiving workplace performance information as at least one signal includes receiving signal Service Order Entry Gateway data, and wherein the Service Order Entry Gateway data includes at least one of the following;

a number of orders processed, a number of orders rejected, a number of orders canceled, and a percentage of orders entered correctly.

16. The method of claim 15, wherein the database server includes at least one computer-readable medium which contains instructions which, when executed on a computer perform receiving workplace performance information, processing the workplace performance information and transmitting the workplace performance information.

17. A method for obtaining workplace performance information about a worker, the method comprising:

receiving, at a database server, workplace performance information about the worker from at least two sources supplying a different type of information;

processing, by the database server, the workplace performance information; and

transmitting, by the database server, the workplace performance information as at least one signal in response to a request received from an application server,

receiving, at the application server, the workplace performance information from the database server;

generating, by the application server, an HTML document including the workplace performance information;

transmitting, by the application server, the HTML document in response to a request receiving from a client system;

initiating via a graphical user interface, at the client system, the request for workplace performance information;

receiving, at the client system, the HTML document that includes the workplace performance information;

translating, at the client system, the HTML document to another format;

displaying, at the client system, the translated HTML document;

viewing, by a user, the translated HTML document;

using the workplace performance information included in the HTML document for at least one of the following;

evaluating the performance of the worker, and

establishing benchmarks for the worker; and

wherein receiving workplace performance information includes receiving Automatic Call Distribution data, and wherein the Automatic Call Distribution data includes at least one of the following;

an amount of time a call service administrator was available to accept a telephone call, a number of telephone calls accepted, and an average duration of accepted telephone calls.

18. The method of claim 17, wherein the database server includes at least one computer-readable medium which contains instructions which, when executed on a computer perform receiving workplace performance information, processing the workplace performance information and transmitting the workplace performance information.