US 2003/0158924 A1 · System and method for measuring quality of service rendered via multiple communication channels

Abstract

A system and a method are disclosed for determining/reporting performance for a service entity. The system and method include means for generating index values representing quality of rendered services for an industry or any other measured entity/group. The index values accessed by a comparison/reporting mechanism interfacing subscriber users to rendered indices. The service index permits evaluation of service performance rendered via multiple service channels, for multiple service factors, in multiple industry sectors using a single index value as the comparison/reporting mechanism. The system retrieves raw service transaction data from service provider entities and independent agencies. During retrieval, the system filters the raw service data according to, by way of example, data source, industry sector code, service channel code, and service factor code. The retrieved, filtered data is used to generate an aggregate index value according to an index definition including a component weighting scheme.

Claims20

Dependent claims

A system for computing indices representing quality of service rendered via multiple communication channels, wherein the quality of service indices comprise multiple components, and wherein values assigned to ones of the multiple components are based upon quality of service data potentially received from multiple service data sources, the system comprising:

a quality of service data input interface that receives quality of service data, the quality of service data comprising service transaction records, each service transaction record including a source ID identifying a service rendering entity, a channel ID identifying a communications channel associated with a rendered service transaction, and at least one factor value associated with the rendered service transaction;
a raw service data store comprising one or more tables for storing the received quality of service data;
and
an index aggregator for computing a service index based upon the quality of service data maintained by the raw service data store and an index definition, and wherein the index definition specifies a set of index components and a component weighting definition.

1 more element

Dependencies are inferred from the claim text.

System and method for measuring quality of service rendered via multiple communication channels

Life of this patent

System and method for measuring quality of service rendered via multiple communication channels

Life of this patent

Abstract

Claims20