REAL-TIME PERFORMANCE MONITORING AND IMPROVEMENT TECHNOLOGY WITH TIERED ACCESS

摘要

A centralized real-time performance monitoring and improvement technology,including methods and system which permit multiple tiers of users, including amanager tier, an interviewer tier and a representative tier to collaborateusing asame database to select, under directions from a manager, clients to undergotelephone interviews, by an interviewer perform the telephone interview andprovide the results, and a representative review the results of interviews.Personalized results based on tier and client associations are available torepresentatives in real time to track performance with respect to individualclientsand over time. A server acts as a gateway providing differentiated access tofunctionality and to data to the different tiers and can perform asimultaneouslylogin-based, a tier-based, and a permissions-based access control. Abstractnot tobe considered limiting.