Patent ID: 8694617

Claim:
A method for determining and aggregating attribute metrics for order and trouble calls, said method comprising: receiving service order and trouble ticket data at a central location from at least one remote location; storing the service order and trouble ticket data in data records at the central location; calculating one or more attributes of the service order and trouble ticket data; calculating one or more aggregate metrics for each of the one or more attributes of the service order and trouble ticket data, each of the one or more aggregate metrics being calculated based on the one or more attributes from the service order and trouble ticket data and from past service order and trouble ticket data; storing a summary table at the central location, the summary table including the calculated one or more attributes of the service order and trouble ticket data; repeating calculating and storing of the one or more attributes of the service order and trouble ticket data to aggregate new service order and trouble ticket data being received into the summary table on an ongoing basis; and generating a report of the calculated attributes of the service order and trouble ticket data from the summary table, the report including one or more aggregate metrics for each of the one or more attributes of the service orders and service tickets.