Patent ID: 8095414
Filing Date: 2012-01-10
Classification: G06Q

Abstract:
1. A non-transitory computer readable storage medium for storing instructions that, when executed by a processor, cause the processor to perform a method for comparing performance of two groups of agents employed by an organization to perform tasks, the method comprising the steps of: defining a first metric for a first group of agents, the first metric relating to a first task; defining a second metric for a second group of agents, the second metric relating to a second task; defining a plurality of performance levels applicable to the first metric and the second metric enabling a normalized basis of comparison of the first group of agents to the second group of agents; establishing a first plurality of achievement values for the first metric, wherein each of the first plurality of achievement values are associated with one of the plurality of performance levels; establishing a second plurality of achievement values for the second metric, wherein each of the second plurality of achievement values are associated with one of the plurality of performance levels; storing the first metric, the second metric, the plurality of performance levels, the first plurality of achievement values, and the second plurality of achievement values in a memory device accessible by the processor; monitoring a performance for the first group of agents with respect to the first metric to determine a first agent performance for each agent in the first group and storing in the memory device the first agent performance for each agent in the first group; monitoring a performance for the second group of agents with respect to the second metric to determine a second agent performance for each agent in the second group and storing in the memory device the second agent performance for each agent in the second group; classifying by the processor the performance for the first group of agents by comparing on the normalized basis of comparison the first agent performance for each agent to the first plurality of achievement values; classifying by the processor the performance for the second group of agents by comparing on the normalized basis of comparison the second agent performance for each agent to the second plurality of achievement values; and evaluating group performance on the normalized basis of comparison by the processor by determining how many agents in the first group are classified within each of the plurality of performance levels and how many agents in the second group are classified within each of the plurality of performance levels in order to determine which of the first group of agents or the second group of agents is performing at a higher or lower level relative to the other group of agents.