Measuring Customer Service Levels

Abstract

Methods and apparatus, including computer program products, for measuring how well interactive components of a service facility that are accessible to users through a communication network perform in serving users, the interactive components being a proper subset of all of the interactive components of the service facility, and using the results of the measuring to evaluate the performance of the service facility with respect to a target performance.

1 - 27 . (canceled) 
     
     
         28 . A computer-implemented method comprising:
 sending by one or more computers a web page that has a plurality of components;   measuring, by one or more computers, performance values for a set of key components of the web page, with the set of key components having a total number of key components that corresponds to at least one but not all of the plurality of components of the web page;   determining, by the one or more computers, the number of the key components that have acceptable performance values, with an acceptable performance value being a performance value that is less than or equal to a target performance value;   applying a weighting to one or more of the key components, with the weighting based on one or more access patterns for the webpage; and   generating, by the one or more computers, a weighted customer service level value based on the number of key components having acceptable performance values, weightings applied to the one or more of the key components, and the total number of key components in the web page.   
     
     
         29 . The computer-implemented method of  claim 28 , further comprising:
 receiving information indicative of a selection of the set of key components.   
     
     
         30 . The computer-implemented method of  claim 28 , wherein the one or more of the key components comprises at least two key components, and wherein applying a weight comprises:
 applying different weightings to at least some of the at least two key components.   
     
     
         31 . The computer-implemented method of  claim 28 , further comprising:
 comparing, by the one or more computers, a measured performance value for each of the key components to a corresponding target performance value for each of the key components.   
     
     
         32 . The computer-implemented method of  claim 28 , wherein an access pattern comprises one or more of a particular time at which the webpage is accessed and a volume of customers attempting to access the webpage. 
     
     
         33 . The computer-implemented method of  claim 28 , further comprising:
 receiving a user defined selection of components in the web page, which are indicated as one or more of the key components in the set of key components; and   retrieving by the one or more computers the user-defined set of key components.   
     
     
         34 . One or more machine-readable hardware storage devices storing instructions that are executable by one or more processing devices to perform operations comprising:
 sending a web page that has a plurality of components;   measuring performance values for a set of key components of the web page, with the set of key components having a total number of key components that corresponds to at least one but not all of the plurality of components of the web page;   determining the number of the key components that have acceptable performance values, with an acceptable performance value being a performance value that is less than or equal to a target performance value;   applying a weighting to one or more of the key components, with the weighting based on one or more access patterns for the webpage; and   generating a weighted customer service level value based on the number of key components having acceptable performance values, weightings applied to the one or more of the key components, and the total number of key components in the web page.   
     
     
         35 . The one or more machine-readable hardware storage devices of  claim 34 , wherein the operation further comprise:
 receiving information indicative of a selection of the set of key components.   
     
     
         36 . The one or more machine-readable hardware storage devices of  claim 34 , wherein the one or more of the key components comprises at least two key components, and wherein applying the weight comprises:
 applying different weightings to at least some of the at least two key components.   
     
     
         37 . The one or more machine-readable hardware storage devices of  claim 34 , wherein the operation further comprise:
 comparing, by the one or more computers, a measured performance value for each of the key components to a corresponding target performance value for each of the key components.   
     
     
         38 . The one or more machine-readable hardware storage devices of  claim 34 , wherein an access pattern comprises one or more of a particular time at which the webpage is accessed and a volume of customers attempting to access the webpage. 
     
     
         39 . The one or more machine-readable hardware storage devices of  claim 34 , wherein the operation further comprise:
 receiving a user defined selection of components in the web page, which are indicated as one or more of the key components in the set of key components; and   retrieving by the one or more computers the user-defined set of key components.   
     
     
         40 . An electronic system comprising:
 one or more processing devices; and   one or more machine-readable hardware storage devices storing instructions that are executable by the one or more processing devices to perform operations comprising:
 sending a web page that has a plurality of components; 
 measuring performance values for a set of key components of the web page, with the set of key components having a total number of key components that corresponds to at least one but not all of the plurality of components of the web page; 
 determining the number of the key components that have acceptable performance values, with an acceptable performance value being a performance value that is less than or equal to a target performance value; 
 applying a weighting to one or more of the key components, with the weighting based on one or more access patterns for the webpage; and 
 generating a weighted customer service level value based on the number of key components having acceptable performance values, weightings applied to the one or more of the key components, and the total number of key components in the web page. 
   
     
     
         41 . The electronic system of  claim 40 , wherein the operation further comprise:
 receiving information indicative of a selection of the set of key components.   
     
     
         42 . The electronic system of  claim 40 , wherein the one or more of the key components comprises at least two key components, and wherein applying the weight comprises:
 applying different weightings to at least some of the at least two key components.   
     
     
         43 . The electronic system of  claim 40 , wherein the operation further comprise:
 comparing, by the one or more computers, a measured performance value for each of the key components to a corresponding target performance value for each of the key components.   
     
     
         44 . The electronic system of  claim 40 , wherein an access pattern comprises one or more of a particular time at which the webpage is accessed and a volume of customers attempting to access the webpage. 
     
     
         45 . The electronic system of  claim 40 , wherein the operation further comprise:
 receiving a user defined selection of components in the web page, which are indicated as one or more of the key components in the set of key components; and   retrieving by the one or more computers the user-defined set of key components.   
     
     
         46 . A computer-based method, the method comprising:
 accessing by a computer a user defined selection of a set of key components of a web page that has a plurality of components, with each component including one or more displayable objects visually perceptible as a unit, the set of key components having a total number of key components and being a proper subset of the plurality of components of the web page, which corresponds to at least one but not all of the plurality of components of the web page;   sending to a user computer device by the computer via a communication network, the plurality of components of the web page in response to a request for the web page;   measuring, by one or more computers, a performance value for each of the key components of the web page sent to the user;   comparing, by the one or more computers, the measured performance value for each of the key components of the webpage to a corresponding target performance value for each of the key components;   determining, by the one or more computers, a number of the key components of the webpage having acceptable performance values that are values less than or equal to the target performance value for the respective component;   determining, by the one or more computers, a number of the key components of the webpage having unacceptable performance values that are greater than the target performance value for the respective component; and   generating, by the one or more computers, a customer service level value based on a ratio of the number of key components of the webpage having acceptable performance values to a summation of the number of key components of the webpage having acceptable performance values and the number of key components of the webpage having unacceptable performance values.