Patent ID: 8462922

Claim:
A system for use by a service desk department in an insurance or financial services company, the system comprising: at least one communications interface configured: to receive call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period; and to receive service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period; wherein the call statistics data and the service desk issue data relate to interruptions in service for one or more systems related to: submitting insurance claims; processing insurance claims; performing stock trades; maintaining compliance with insurance laws; or maintaining compliance with Securities and Exchange Commission (SEC) regulations, at least one processor configured to: process the call statistics data and the service desk issue data for each of the plurality of agents and compare the processed data to a threshold and store the compared data as performance statistics in a performance metrics database; and obtain the performance statistics from the performance metrics database; and a display device configured to display a user interface element, wherein the user interface element, for each of the plurality of service desk agents the performance statistics including: at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent; and at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.