Patent ID: 8478634

Claim:
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 S and first category Category k , the intensity score IS i is determined by the equation: IS j,k =Value k *L ( j,k ), wherein: Value k is the first value, associated with Category k ; and L(j,k) is a number of the technology malfunctions associated with service center SC j and Category k ; 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 j , plurality of categories Category k| ∀k=1, 2, 3 . . . K , and total number of technology malfunctions TNTM j , the incident score is determined by the equation: IS j,k =Value k * L(j,k), wherein: L(j,k) is the number of technology malfunctions associated with service center SC j and Category k , k=1, 2, 3 . . . K is an index number corresponding to one of the categories included in the plurality of categories Category k| ∀k=1, 2, 3 . . . K ; and the incident score corresponds to TNTM j ; and 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: a normalized intensity score, wherein the normalized intensity score is based on the intensity score; a normalized incident score, wherein the normalized incident score is based on the incident score; and a normalized network count, wherein the normalized network count is based on the network count; comparing the health score to a threshold; and if the health score is below the threshold, characterizing the service center as underperforming.