Performance management system and method

A method for obtaining workplace performance information about a worker, the method comprising:

• receiving, at a database server, workplace performance information about the worker from at least two sources, each of the at least two sources supplying a different type of information;
• processing, by the database server, the workplace performance information;
• and
• transmitting, by the database server, the workplace performance information in response to a request received from an application server,
• receiving, at the application server, the workplace performance information from the database server;
• generating, by the application server, an HTML document including the workplace performance information;
• transmitting, by the application server, the HTML document in response to a request receiving from a client system;
• initiating via a graphical user interface, at the client system, the request for workplace performance information;
• receiving, at the client system, the HTML document that includes the workplace performance information;
• translating, at the client system, the HTML document to another format;
• displaying, at the client system, the translated HTML document;
• viewing, by a user, the translated HTML document;
• using the workplace performance information included in the HTML document for at least one of the following:
• evaluating the performance of the worker, and
• establishing benchmarks for the worker;
• and
• wherein receiving workplace performance information as at least one signal includes receiving signal Service Order Entry Gateway data, and wherein the Service Order Entry Gateway data includes at least one of the following:
• a number of orders processed, a number of orders rejected, a number of orders canceled, and a percentage of orders entered correctly.

A method for obtaining workplace performance information about a worker, the method comprising:

• receiving, at a database server, workplace performance information about the worker from at least two sources supplying a different type of information;
• processing, by the database server, the workplace performance information;
• and
• transmitting, by the database server, the workplace performance information as at least one signal in response to a request received from an application server,
• receiving, at the application server, the workplace performance information from the database server;
• generating, by the application server, an HTML document including the workplace performance information;
• transmitting, by the application server, the HTML document in response to a request receiving from a client system;
• initiating via a graphical user interface, at the client system, the request for workplace performance information;
• receiving, at the client system, the HTML document that includes the workplace performance information;
• translating, at the client system, the HTML document to another format;
• displaying, at the client system, the translated HTML document;
• viewing, by a user, the translated HTML document;
• using the workplace performance information included in the HTML document for at least one of the following:
• evaluating the performance of the worker, and
• establishing benchmarks for the worker;
• and
• wherein receiving workplace performance information includes receiving Automatic Call Distribution data, and wherein the Automatic Call Distribution data includes at least one of the following:
• an amount of time a call service administrator was available to accept a telephone call, a number of telephone calls accepted, and an average duration of accepted telephone calls.