| 摘要 |
<p>A performance monitoring system is standardised and centralised across various divisions of an organisation (channels and sub-channels in an organisation) such as a bank and is used to track, measure, and resolve incidents (e.g. failed or problem customer interactions) that occur throughout the organisation. The system receives information related to two or more incidents, where each incident is associated with one or more of a business channel, sub-channel, or application. The system stores the information on a memory device. The system tracks the status of at least one incident between the occurrence and the resolution of the incident. The system displays on a user interface 50 the information related to the incident on a channel, sub-channel, application, or individual incident level. The incidents may be assigned different levels of severity in order to organise the incidents by levels of priority or other categories.</p> |
