Patent ID: 8478634
Filing Date: 2013-07-02
Classification: G06Q

Abstract:
1. One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for characterizing a service center as underperforming, the method comprising: calculating, by the processor, an intensity score based on a first number of service center technology malfunctions, each of the technology malfunctions associated with a first category of technology malfunctions, said first category associated with a first value, wherein for service center SC wherein: calculating, by the processor, an incident score based on a second number of service center technology malfunctions, each associated with one of a plurality of categories, said plurality of categories comprising at least one category associated with a network technology malfunction and at least one category associated with a non-network technology malfunction, wherein for service center SC wherein: calculating, by the processor, a network count based on a third number of service center technology malfunctions, each of the technology malfunctions associated with a second category, said second category corresponding to a network technology malfunction; calculating a health score wherein the health score is one of: comparing the health score to a threshold; and if the health score is below the threshold, characterizing the service center as underperforming.