Patent ID: 8903061

Claim:
A system for monitoring the performance of a plurality of agents, the system comprising: at least one communications interface configured to receive information regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values are related to one or more systems for submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with Securities and Exchange (SEC) regulations; at least one database to store the received information for subsequent access by a processor; at least one processor configured to: group the plurality of agents into at least two teams of agents; calculate a performance metric for each of the plurality of agents based on the measured values including call statistic data and call service data; calculate a performance metric for each of the at least two teams of agents; and store the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; and a display device configured to display user interface elements, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents.