Patent Document ID: 5500795
Application ID: 08271228
Patent Flag: 1

Claim One:
1. A method, to be carried out on a computer having a memory and a processor, for generating a performance report on the efficiency of a call processing center, the method comprising the steps of: defining a plurality of performance variables for the call processing center, said performance variables having a measurable property for the call processing center; storing said performance variable definitions in the computer's memory; collecting data for each of said performance variables for a period of time; storing the time period's variable performance data in the computer's memory; mapping, with the computer's processor, the data for each of said plurality of performance variables for the time period to a normalized performance variable having a neutral value and at least one inflection point within a normalized range of values, said inflection point describing varying effects of said normalized performance variable on the call processing center's efficiency; storing said plurality of normalized performance variables in the computer's memory; inputting into the computer's memory a weighting factor for each of said performance variables, said weighting factor relating to the importance of each of said performance variables to the efficiency of the call processing center; retrieving said plurality of normalized performance variables and said variable weighting factors from the computer's memory to the computer's processor and calculating a plurality of weighted normalized performance variables; storing said weighted normalized performance variables in the computer's memory; calculating with the computer's processor the efficiency of the call processing center as a function of said plurality of weighted normalized performance variables; and providing the performance report from the computer showing the call processing center's calculated efficiency for the time period.