Storage, processing, and display of service desk performance metrics
First Claim
1. A system for monitoring the performance of a plurality of agents, the system comprising:
- at least one communications interface configured to receive information regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values are related to one or more systems for submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with Securities and Exchange (SEC) regulations;
at least one database to store the received information for subsequent access by a processor;
at least one processor configured to;
group the plurality of agents into at least two teams of agents;
calculate a performance metric for each of the plurality of agents based on the measured values including call statistic data and call service data;
calculate a performance metric for each of the at least two teams of agents; and
store the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; and
a display device configured to display user interface elements, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents.
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Accused Products
Abstract
An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements.
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Citations
20 Claims
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1. A system for monitoring the performance of a plurality of agents, the system comprising:
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at least one communications interface configured to receive information regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values are related to one or more systems for submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with Securities and Exchange (SEC) regulations; at least one database to store the received information for subsequent access by a processor; at least one processor configured to; group the plurality of agents into at least two teams of agents; calculate a performance metric for each of the plurality of agents based on the measured values including call statistic data and call service data; calculate a performance metric for each of the at least two teams of agents; and store the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; and a display device configured to display user interface elements, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for monitoring the performance of a plurality of agents, the method comprising:
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receiving information via at least one communication interface regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values are related to one or more systems for submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with federal regulations; storing the received information in at least one database for subsequent access by a processor; grouping, via a processor, the plurality of agents into at least two teams of agents; calculating, via a processor, a performance metric for each of the plurality of agents based on the measured values including call statistic data and call service data; calculating, via a processor, a performance metric for each of the at least two teams of agents; storing the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; and displaying user interface elements, on a display device, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents. - View Dependent Claims (13, 14, 15, 16)
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17. A non-transitory computer-readable medium having processor executable instructions stored thereon which, when executed by at least one processor, will cause the at least one processor to perform a method for monitoring the performance of a plurality of agents, the method comprising:
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receiving information via at least one communication interface regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values being related to one or more systems related to submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with Securities and Exchange (SEC) regulations; storing the received information in at least one database for subsequent access by a processor; grouping, via a processor, the plurality of agents into at least two teams of agents; calculating, via a processor, performance metrics for each of the plurality of agents based on the measured values including call statistic data and call service data; calculating, via a processor, a performance metric for each of the at least two teams of agents;
storing the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; anddisplaying user interface elements, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents. - View Dependent Claims (18, 19, 20)
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Specification