Patent ID: 7092507

Claim:
A method of tracking calls from technicians equipped with technician assistance devices, the method comprising: a call center personnel accessing a call center terminal; said call center personnel receiving a call from a technician; said call center personnel entering call data through a user interface including a plurality of fields, one of said fields being a designation of whether said call from said technician was necessary or unnecessary dependent upon whether the task performed by the technician may be performed using a technician assistance device; storing said call data; receiving a request from a user for a report; and generating said report identifying said call from said technician as necessary or unnecessary, said report including a count of calls identified as unnecessary and a percentage of calls identified as unnecessary arranged by geography; wherein said interface includes a field defining a reason why said technician assistance device was not used, said field includes a drop down menu of predefined reasons why said technician assistance device was not used; wherein selection of one of said predefined reasons why said technician assistance device was not used requires the call center personnel to enter comments.