Back to results
US 6,604,084 B1Granted
System and method for generating an evaluation in a performance evaluation system
Assigneee-talk Corporation
InventorsMichael C. Powers, Douglas A. Sudberry, James A. Eiler, Robert S. Bennett, Clifford R. Phillips
Life of this patent
Estimating the term…
Abstract
An evaluation is generated in a performance evaluation system by defining a plurality of questions. A plurality of performance areas are defined and each associated with at least one of the questions. In response to a request for an evaluation including a performance area, questions associated with the performance area are included in the evaluation.
Claims26
A method for generating an evaluation in a performance evaluation system, comprising:
- storing a plurality of questions associated with a call center;
- storing a plurality of performance area identifiers, each performance area identifier corresponding to a performance area associated with the call center;
- associating each of the performance areas with at least one of the questions;
- associating a plurality of the performance areas with one question;
- storing a plurality of guideline identifiers, each guideline identifier corresponding to a guideline associated with the call center;
- associating each of the guidelines with at least one of the performance areas;
- associating a plurality of the guidelines with one of the performance areas;
- receiving a selection of a member of the call center for an evaluation of the member;
- receiving a selection of at least one performance area for the evaluation;
- dynamically determining questions associated with the selected performance area, the selected performance area comprising the dynamically determined questions;
- and
- automatically generating the evaluation of the member and including the dynamically determined questions in the evaluation.
9 more elements
A performance evaluation system, comprising:
- a database comprising
- a first database table that stores a plurality of questions associated with a call center,
- a second database table that stores a plurality of performance area identifiers, each performance area identifier corresponding to a performance area associated with the call center,
- a third database table that associates each of the performance areas with at least one of the questions and to associate a plurality of the performance areas with one question,
- a fourth database table that stores a plurality of guideline identifiers, each guideline identifier corresponding to a guideline associated with the call center, and
- a fifth database table that associates each of the guidelines with at least one of the performance areas;
- and
- a database manager that receives a selection of at least one of the performance areas for an evaluation, to interrogate the database tables to dynamically determine questions associated with the selected performance area and to generate the evaluation and include the dynamically determined questions in the evaluation.
5 more elements
A method for generating an evaluation in a performance evaluation system, comprising:
- storing a plurality of questions associated with a call center;
- storing a plurality of performance area identifiers, each performance area identifier corresponding to a performance area associated with the call center;
- associating each of the performance areas with at least one of the questions;
- storing a plurality of guideline identifiers, each guideline identifier corresponding to a guideline associated with the call center;
- associating each of the guidelines with at least one of the performance areas;
- associating a plurality of the guidelines with one of the performance areas;
- receiving a selection of a member of the call center for evaluation of the member;
- receiving a selection of at least one performance area for an evaluation of the member;
- dynamically determining questions associated with the selected performance area, the selected performance area comprising the dynamically determined questions;
- and
- automatically generating the evaluation and including the dynamically determined questions in the evaluation.
8 more elements
A method for generating an evaluation in a performance evaluation system, comprising:
- storing a plurality of questions associated with a call center;
- storing a plurality of performance area identifiers, each performance area identifier corresponding to a performance area associated with the call center;
- associating each of the performance areas with at least one of the questions;
- associating a plurality of the performance areas with one question;
- storing a plurality of guideline identifiers, each guideline identifier corresponding to a guideline associated with the call center;
- associating each of the guidelines with at least one of the performance areas;
- associating a plurality of the guidelines with one of the performance areas;
- receiving a selection of a member of the call center for an evaluation of the member;
- receiving a selection of at least one of the guidelines for the evaluation;
- dynamically determining each performance area associated with the selected guideline, the selected guideline comprising the dynamically determined performance areas;
- dynamically determining questions associated with the dynamically determined performance areas, each of the dynamically determined performance areas comprising the associated dynamically determined questions;
- and
- automatically generating the evaluation of the member and including in the evaluation the dynamically determined questions.
10 more elements
A method for generating an evaluation in a performance evaluation system, comprising:
- storing a plurality of questions associated with a call center;
- storing a plurality of performance area identifiers, each performance area identifier corresponding to a performance area associated with the call center;
- associating each of the performance areas with at least one of the questions;
- associating a plurality of the performance areas with one question;
- storing a plurality of guideline identifiers, each guideline identifier corresponding to a guideline associated with the call center;
- associating each of the guidelines with at least one of the performance areas;
- associating a plurality of the guidelines with one of the performance areas;
- receiving a selection of at least one performance area for an evaluation;
- dynamically determining questions associated with the selected performance area, the selected performance area comprising the dynamically determined questions;
- receiving a selection of a guideline for the evaluation;
- dynamically determining each performance area associated with the selected guideline, the selected guideline comprising the dynamically determined performance areas;
- dynamically determining questions associated with each of the dynamically determined performance areas;
- automatically generating the evaluation;
- including the dynamically determined questions in the evaluation;
- storing a weight for each of at least a subset of the questions;
- including weights for the questions associated with the selected performance area in the evaluation;
- storing a target score for each of at least a subset of the questions;
- including target scores for the questions associated with the selected performance area in the evaluation;
- associating a predefined answer type with each of at least a subset of the questions;
- including predefined answer types for the questions associated with the selected performance area in the evaluation;
- storing an expression operable to calculate a productivity score for a performance area based on productivity data associated with the evaluation;
- associating the expression with the performance area;
- determining the expression for the selected performance area;
- including the expression associated with the selected performance area in the evaluation;
- using the expression to score productivity data associated with the evaluation;
- for each question in the evaluation, including a weight for the question;
- using the weights in the evaluation to calculate a quality score for the selected performance area;
- using the expression in the evaluation to calculate a productivity score for the evaluation;
- and
- combining the quality and productivity scores to determine a performance score for the evaluation.
27 more elements
Dependencies are inferred from the claim text.