Patent ID: 7398224

Claim:
A system comprising: a listener subsystem configured to acquire statistics from at least one contact center data source; and an application subsystem configured to receive said statistics from said listener subsystem, said application subsystem being further configured to calculate performance metrics based on said statistics, associate said performance metrics with a scorecard, and transmit data representative of said scorecard to a client for real-time presentation of said scorecard for consideration by a user using said client, said scorecard including said performance metrics, wherein said system is configured in a service-oriented architecture, the system further comprising a performance threshold, wherein said application subsystem is configured to compare said performance metrics with said performance threshold to determine a status, said status being configured to indicate an immediate consequence of user performance with respect to said performance threshold, associate said performance threshold and said status with said scorecard such that said real-time presentation of said scorecard includes presentation of said performance threshold and said status for consideration by the user, an automatic reward, wherein said application subsystem is configured to automatically provide said automatic reward to the user when said user performance reaches said performance threshold, and said application subsystem being configured to transmit a notification of said automatic reward for real-time presentation to the user.