发明授权
- 专利标题: Method and system for monitoring and controlling the performance of a call processing center
- 专利标题(中): 呼叫处理中心的性能监控方法及系统
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申请号: US271228申请日: 1994-07-06
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公开(公告)号: US5500795A公开(公告)日: 1996-03-19
- 发明人: Michael C. Powers , Greg A. Bliss , Shioupyn Shen
- 申请人: Michael C. Powers , Greg A. Bliss , Shioupyn Shen
- 申请人地址: TX Fort Worth
- 专利权人: Teknekron Infoswitch Corporation
- 当前专利权人: Teknekron Infoswitch Corporation
- 当前专利权人地址: TX Fort Worth
- 主分类号: G06Q10/06
- IPC分类号: G06Q10/06 ; G06Q10/10 ; G06Q99/00 ; H04M3/36 ; H04M3/51 ; G06F17/60
摘要:
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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