Method and system for monitoring and controlling the performance of a call processing center
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United States of America Patent
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Mar 19, 1996
Issued Date -
N/A
app pub date -
Jul 6, 1994
filing date -
Jul 30, 1992
priority date (Note) -
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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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