# US 7,610,288 B2 · Performance management system and method > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 7,610,288 B2 - Document ID: US7610288B2 - Status: Granted - Kind: B2 - Application number: 10/337,585 - Filed: 2003-01-07 - Published: 2004-07-08 - Granted: 2009-10-27 - Earliest claimed: 2003-01-07 - Assignees: AT&T Intellectual Property I, L.P. - Inventors: Stephanie Dickerson; John Holt - Web page: https://patentgrep.com/patent/US7610288B2 ## CPC - G06Q 10/10: Office automation; Time management - G06Q 10/0639: Performance analysis of employees; Performance analysis of enterprise or organisation operations - G06Q 10/06398: {Performance of employee with respect to a job function} - H04M 3/5175: {Call or contact centers supervision arrangements} - Y10S 707/99931: Database or file accessing - Y10S 707/99942: Manipulating data structure, e.g. compression, compaction, compilation - Y10S 707/99943: Generating database or data structure, e.g. via user interface - Y10S 707/99945: Object-oriented database structure processing - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - Y10S: TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS ## Abstract A performance management system is disclosed. The performance management system includes a host system in communication with a client system. The host system includes a database server and an application server. The database server is configured to receive workplace performance information from one or more sources. The application server is configured to receive a query from the client system to provide workplace performance information, transmit a request to the database server to provide workplace performance information, receive workplace performance information transmitted from the database server, generate an HTML document that includes workplace performance information, and transmit the HTML document to the client system. ## Claims ### Claim 1 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 least two sources supplying a different type of information; processing, by the database server, the workplace performance information; transmitting, by the database server, the workplace performance information as at least one signal in response to a request signal 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 Service Order Correction System data, and wherein the Service Order Correction System data includes an amount of time spent correcting an order entry error. ### Claim 2 (depends on 1) The method of claim 1, wherein receiving workplace performance information receiving workplace performance information pushed from at least two sources. ### Claim 3 (depends on 2) The method of claim 2, wherein receiving workplace performance information pushed from the at least two sources includes performing a data replication operation. ### Claim 4 (depends on 2) The method of claim 2, wherein receiving workplace performance information pulled from the at least two sources includes performing a query/response operation. ### Claim 5 (depends on 1) The method of claim 1, wherein receiving workplace performance includes receiving workplace performance information pulled from the at least two sources. ### Claim 6 (depends on 1) The method of claim 1, wherein receiving workplace performance information includes receiving a text file. ### Claim 7 (depends on 1) The method of claim 1, wherein receiving workplace performance information includes receiving a record set. ### Claim 8 (depends on 1) The method of claim 1, wherein processing the workplace performance information includes performing a data scrubbing operation. ### Claim 9 (depends on 1) The method of claim 1, wherein processing the workplace performance information includes organizing the workplace performance information into a predetermined format. ### Claim 10 (depends on 1) The method of claim 1, wherein receiving the workplace information includes: receiving a query transmitted from the client system to provide workplace performance information; transmitting a request for workplace performance information to the database server; and receiving the workplace information from the database server. ### Claim 11 (depends on 1) The method of claim 1, wherein generating the HTML document includes generating a table. ### Claim 12 (depends on 1) The method of claim 1, wherein generating the HTML document includes generating a bar graph. ### Claim 13 (depends on 1) The method of claim 1, wherein generating the HTML document includes generating a pie chart. ### Claim 14 (depends on 1) The method of claim 1, wherein the database server includes at least one computer-readable medium which contains instructions which, when executed on a computer perform receiving workplace performance information, processing the workplace performance information and transmitting the workplace performance information. ### Claim 15 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. ### Claim 16 (depends on 15) The method of claim 15, wherein the database server includes at least one computer-readable medium which contains instructions which, when executed on a computer perform receiving workplace performance information, processing the workplace performance information and transmitting the workplace performance information. ### Claim 17 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. ### Claim 18 (depends on 17) The method of claim 17, wherein the database server includes at least one computer-readable medium which contains instructions which, when executed on a computer perform receiving workplace performance information, processing the workplace performance information and transmitting the workplace performance information.