System and method for tracking communications within an organization

摘要

A system and method for monitoring operations within an organization may include a database configured to store information representative of communication history between first employees and service provider employees within the organization. The database may include at least one parameter indicative of a purpose for each communication between the employees. A computing system may be in communication with the database and be configured to execute software for enabling the service provider employees to enter information associated with the communications and for generating reports that include statistics associated with the at least one parameter indicative of a purpose for a communication.

主权项

1. A system for monitoring operations within an organization, said system comprising:
a database configured to store information representative of communication history between employees and internal service provider employees within an organization, said database including at least one parameter associated with each communication between the employees, wherein the at least one parameter includes a pre-designated code indicative of a purpose of an associated communication, the pre-designated code selected from a plurality of pre-designated codes, each of the plurality of pre-designated codes indicative of a different problem encountered by the employees; and a computing system in communication with said database and configured to execute software for enabling the internal service provider employees to enter information associated with the communications and for generating reports that include statistics associated with the pre-designated code indicative of the purpose for a communication, wherein the software is further configured to determine based on the statistics whether to make corrections to certain products or processes to improve overall efficiencies in the organization; enable a user to select from a list of predefined reports that include number of calls by an associate, calls by source, calls by resolution, duplicate calls, calls by department, Arc orders, and project report; and receive user-entered information from an internal service provider employee indicating a current location of the internal service provider employee, wherein the current location of the internal service provider employee is determined based solely on the internal service provider employee selecting a location from a selectable list to indicate the internal service provider employee's current location, wherein the selectable list to indicate the internal service provider employee's current location includes an indication of whether the internal service provider employee is on a break, working with a particular employee, gone for day, and located at the internal service provider employee's desk.