Service Desk Performance Metrics Architecture

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Current technologies lack effective solutions for displaying service desk performance metrics to supervisors and agents, particularly in insurance and financial services companies, where timely and efficient service is critical, and existing systems do not adequately present data on call answer times and issue resolution metrics to assess agent performance and improve work habits.

Innovation Solution

A system comprising a communications interface, processor, and display device that receives call statistics and service desk issue data from respective databases, stores them in a performance metrics database, and displays user interface elements showing call statistics and issue data for each service desk agent, enabling real-time monitoring and performance assessment.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If service desk performance metrics are manually tracked and reported, then data accuracy may be maintained, but time consumption and labor resources increase significantly

Engineering Contradiction:

Improveperformance metrics accuracyVSAvoidtime for data collection and reporting

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system enables automatic self-collection of performance metrics data from multiple sources including call management systems and issue tracking systems. The architecture automatically retrieves, processes, and stores performance data without requiring manual data entry or intervention, thereby maintaining data accuracy while eliminating time-consuming manual reporting processes

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces manual mechanical data collection processes with an automated electronic system that interfaces with existing IT systems. The architecture uses automated data extraction, processing, and storage mechanisms to substitute human labor in performance metrics tracking, achieving both accuracy and efficiency

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Loss of information

If comprehensive performance metrics are collected from multiple sources, then performance assessment completeness is improved, but system complexity increases

Engineering Contradiction:

Improveperformance data completenessVSAvoiddata integration system complexity

Core Design Contradiction:

Loss of informationVSDevice complexity

Solution Approach 1:

The patent introduces a performance metrics database as an intermediary layer between multiple data sources (call management systems, issue tracking systems) and the reporting interface. This intermediary database consolidates and standardizes data from various sources, completing the performance picture while managing complexity through a centralized storage and processing mechanism

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system architecture is designed with multi-functional components that can handle diverse data types from different sources through a unified interface. The performance metrics database and reporting system are built to universally process various performance indicators, achieving comprehensive data collection while maintaining system simplicity through standardized processing routines

Inventive Principle:

Principle #6Universality (Multi-functionality)

3Productivity

If real-time performance monitoring is implemented, then service quality improvement is accelerated, but computational resource consumption increases

Engineering Contradiction:

Improveservice quality improvement speedVSAvoidcomputational resource usage

Core Design Contradiction:

ProductivityVSUse of energy by moving object

Solution Approach 1:

The system implements periodic updates of performance metrics rather than continuous real-time monitoring. The architecture retrieves and updates performance data at scheduled intervals from connected systems, enabling timely service quality assessment while reducing computational resource consumption compared to continuous monitoring approaches

Inventive Principle:

Principle #19Periodic action

Data Source

PatentUS8903061B2Storage, processing, and display of service desk performance metrics

Publication Date: 2014.12.02 HARTFORD FIRE INSURANCE CO

AI summary

An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements.