U.S. patent application number 14/085631 was filed with the patent office on 2014-03-20 for measuring customer service levels.
This patent application is currently assigned to FMR LLC. The applicant listed for this patent is FMR LLC. Invention is credited to Louis A. Iannucci, Peter E. Kulis, Robert J. Ronan.
Application Number | 20140081887 14/085631 |
Document ID | / |
Family ID | 36035254 |
Filed Date | 2014-03-20 |
United States Patent
Application |
20140081887 |
Kind Code |
A1 |
Iannucci; Louis A. ; et
al. |
March 20, 2014 |
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.
Inventors: |
Iannucci; Louis A.; (Hudson,
MA) ; Ronan; Robert J.; (Hopkinton, MA) ;
Kulis; Peter E.; (Westford, MA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
FMR LLC |
Boston |
MA |
US |
|
|
Assignee: |
FMR LLC
Boston
MA
|
Family ID: |
36035254 |
Appl. No.: |
14/085631 |
Filed: |
November 20, 2013 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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14075448 |
Nov 8, 2013 |
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14085631 |
|
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|
10938412 |
Sep 10, 2004 |
8583472 |
|
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14075448 |
|
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Current U.S.
Class: |
705/347 |
Current CPC
Class: |
G06Q 10/06393 20130101;
H04L 41/5083 20130101; H04L 41/5064 20130101; H04L 67/02 20130101;
H04L 41/5022 20130101; G06Q 30/016 20130101; H04L 41/5009 20130101;
H04L 41/5038 20130101 |
Class at
Publication: |
705/347 |
International
Class: |
G06Q 30/00 20060101
G06Q030/00 |
Claims
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.
Description
CLAIM OF PRIORITY
[0001] This application is a continuation (and claims the benefit
of priority under 35 U.S.C. .sctn.120) of U.S. application Ser. No.
14/075,448, filed Nov. 8, 2013, which is a continuation (and claims
the benefit of priority under 35 U.S.C. .sctn.120) of U.S.
application Ser. No. 10/938,412, filed Sep. 10, 2004. The
disclosures of each of the prior applications are considered part
of (and is incorporated by reference in) the disclosure of this
application.
BACKGROUND
[0002] This description relates to measuring customer service
levels.
[0003] Investment firms provide their customers (including
managers, plan sponsors and participants) with on-line access to
accounts, such as retirement accounts and investment accounts. To
access an account via the Internet, for example, an owner of the
account enters a user identifier ("ID") and a password on a Web
page provided by the investment firm. Once inside the account, the
owner can view account information, such as balances, or change
account parameters, such as fund allocations, by navigating from
one Web page to another within the investment firm's Web site.
[0004] Currently, the investment firm may measure the performance
of individual Web pages by setting a quality of service performance
requirement (e.g., service shall be available at least 99% of each
week, download time for a Web page of the Web site shall be less
than or equal to 8 seconds) and measuring the quality of service
using one or more performance metrics (e.g., availability shall be
measured as the number of minutes per day that the service is
capable of receiving and responding to messages from the Internet
divided by the total number of minutes in a day).
SUMMARY
[0005] In general, in one aspect, the invention provides 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. The
results of the measuring are used to evaluate the performance of
the service facility with respect to a target performance.
[0006] The interactive components of the selected proper subset are
key components. The interactive components of the selected proper
subset may be assigned weights. The service facility can be a
Web-based service. The performance value can be measured using a
time-based metric. A user can provide the target performance value
for each interactive component of the selected proper subset.
[0007] The invention provides methods and apparatus, including
computer program products, enabling a user to select interactive
components of one or more Web pages associated with the service
facility to be included in the proper subset of components. The
user can group interactive components of the selected proper subset
into one or more groups of interactive components, for example, on
a page-basis. A user can provide the target performance value for
each group of interactive components.
[0008] Advantages of particular implementations of the invention
may include one or more of the following. The monitoring
application provides a customer service level measurement for a
Web-based service that is based on the performance of key
components of Web pages associated with the Web-based service
rather than the performance of all of the Web pages associated with
the Web-based service. In so doing, the monitoring application
approximates a customer experience when utilizing the Web-based
service.
[0009] By measuring the performance of key components rather than
all of the pages associated with the Web-based service, the
monitoring application filters out performance outliers, thus
reducing false positive or false negative results. By monitoring
and analyzing the customer service level measurements provided by
the monitoring application, a Web-based service provider can
determine which of the key components are causing the Web-based
service users to have a negative or less than desirable experience,
and troubleshoot the problem areas directly. This will enable the
Web-based service provider to provide the users of its Web-based
service with a consistent and reliable user experience.
[0010] The details of one or more examples are set forth in the
accompanying drawings and the description below. Further features,
aspects, and advantages of the invention will become apparent from
the description, the drawings, and the claims.
DESCRIPTION OF DRAWINGS
[0011] FIG. 1. shows a network system for monitoring customer
service levels.
[0012] FIGS. 2a-2c are screenshots of a Web-based service.
[0013] FIG. 3 shows a customer service level monitoring
process.
[0014] FIG. 4 is a screenshot of a Customer Service Level (CSL)
dashboard for a Web-based service.
DETAILED DESCRIPTION
[0015] An organization can deploy a Web site to provide its clients
with online access to one or more Web-based services. For example,
an investment firm can deploy a Web site to provide customers
having accounts with the investment firm with online access to a
Web-based service that enables customers to manage their accounts.
Each Web-based service is associated with a collection of Web pages
accessible through the Web site. The Web pages can be static pages
stored on and delivered by a Web server, dynamic pages that are
generated on-the-fly by programs residing at the Web server, or
some combination of static and dynamic pages.
[0016] One way in which an organization can measure the success of
a Web-based service is by devising a measure that is a good
approximation for the customer satisfaction with the customer's
experience in interacting with the Web-based service. By deploying
a monitoring application on a Web server, a quantifiable
approximation of a customer service level may be provided by
monitoring the amount by which components of a Web-based service
degrade under production conditions.
[0017] When displayed on a user interface of a client computer,
each Web page includes a set of interactive components that
collectively form the Web page. Each "component" includes one or
more displayed objects (e.g., a word, a line of text, a paragraph
of text, an image, a hyperlink, a button, a counter, etc.) that is
perceptible as a unit. Examples of components include a navigation
bar, a menu, a footer, a logo, a banner, and a tool bar. Other
examples of components are described below with reference to the
Web pages of FIGS. 2a, 2b and 2c.
[0018] The term "key components" refers to components of Web pages
associated with a Web-based service that have been identified
(e.g., by the Web-based service provider or the organization) as
components representative of a customer's interaction with the
Web-based service. A key component is typically associated with a
Web page that has a high hit rate (indicating that the component is
frequently used or visible, and therefore important to the customer
in his interaction with the website). A customer is likely to
perceive his interaction with the Web-based service more negatively
when a key component experiences performance degradation.
Accordingly, by measuring the performance degradation of key
components (rather than all of the components) of Web pages
associated with a Web-based service, the monitoring application can
provide a customer service level measurement that approximates a
customer's perception of his experience while using the Web-based
service.
[0019] Referring to FIG. 1, a network system 100 for monitoring
customer service levels of a Web-based service includes a client
computer 102, a server computer 104, a network 106, and a firewall
108. Additional or alternative network devices and computing
devices that are not shown may also be included in the system
100.
[0020] The network 106 may be the Internet, a wide area network
("WAN"), or any other Internet Protocol (IP) or non-IP network
capable of communicating Web pages. Connected to the network 106 is
the client computer 102. The client computer 102 is a personal
computer ("PC"), or other processing device, which includes a
memory for storing computer programs and a processor for executing
those programs to perform various functions. Among the programs
stored in memory are an operating system, such as Microsoft.RTM.
Windows.RTM. XP, and a Web browser, such as Microsoft.RTM. Internet
Explorer.RTM., for accessing Web pages from the server computer
104.
[0021] The server computer 104 is connected to the network 106
through a firewall 108. In one example, the server computer 104 is
a Web server. The Web server 104 includes a memory 110 which stores
computer programs and a processor 112 which executes instructions
in those computer programs to perform various functions.
[0022] The computer programs stored in the memory 110 of the Web
server 104 include code 110a and applications 110b. The
applications 110b in the Web server 104 include Web-based services
110c that enable a remote user 114 at the client computer 102 to
access information on accounts that are accessible to the Web
server 104. Examples of commercial embodiments of these Web-based
services 110c include Plan Sponsor Webstation.RTM. ("PSW"),
eWorkplace ("eWP") and NetBenefits.sup.SM, from Fidelity
Investments.RTM.. PSW provides a plan sponsor, such as an employer,
with information about an investment plan. For example, using PSW,
an employer can obtain information about its employees' retirement
plan. eWP provides human resource representatives and managers the
ability to perform human resource transactions (i.e. hiring,
employee reviews, etc.). NetBenefits provides an individual, such
as an employee, with information about investment accounts and
other financial services available to the individual.
[0023] The code 110a in the Web server 104 receives identification
information from a customer, and authenticates the customer based
on information in a database 116. The database 116 includes user
identifiers, passwords, and other information for permitting a
customer to access an account. Once the customer is authenticated,
the code 110a retrieves information from the database 116 and
provides that information to the customer. This information
identifies which of the applications 110b are accessible to the
customer.
[0024] FIG. 2a shows an example screenshot of a Fidelity
NetBenefits home page 202 on a display 204. The Web page 202
includes a corner component 206, and a body component 208. In other
examples, additional or different components, for example, a
navigation bar component may be included in a Web page. In the
example shown in FIG. 2a, the corner component 206 contains a logo
for the NetBenefits Web site, and the body component 208 includes a
user input section 210 in which a customer may enter identification
information in the form of a user ID and password. The body
component 208 also includes hyperlinks 212 to other Web pages of
the Web-based service. The Web page 202 also includes a footer
component 214 that includes lines of text and additional
hyperlinks.
[0025] FIG. 2b shows an example screenshot of a NetBenefits user
home page 220 associated with a particular customer, which, in this
illustrated example, is Pat Smith. The Web page 220 has a corner
component 222 that includes the "Fidelity Investments" logo, and a
navigation bar component 224 that provides links for top-level
topic areas that are accessible from any Web page associated with
the NetBenefits Web site. In a body component 226 of Pat Smith's
user home page 220, links (shown as underlined text) for service
features that are available to Pat Smith's account are displayed.
These links include links for viewing and modifying "Savings and
Retirement" information, links to view "Pay" information, and links
to manage personal information ("Profile"). The Web page 220 also
includes a second navigation bar component 228 that provides links
to topics that may be of interest to the customer "Pat Smith", and
a footer component 229 that includes lines of text and a
"NetBenefits provided by Fidelity Investments" logo.
[0026] FIG. 2c shows an example screenshot of a NetBenefits user
home page 230 associated with a customer, which, in this
illustrated example, is Annette A. Slater. The Web page 230 has a
corner component 232 that includes the "Theta Corporation" logo,
and a navigation bar component 234 that provides links for
top-level topic areas that are accessible from any Web page
associated with the "NetBenefits for Theta Corporation" Web site.
In the body component 236 of Annette A. Slater's user home page
230, links (shown as underlined text) for service features that are
available to Annette A. Slater's account are displayed.
[0027] As can be seen from the screenshots, there are fewer service
features available to Annette A. Slater's account as compared to
that of Pat Smith's account.
[0028] In some instances, the download time for the Web pages shown
in FIGS. 2b and 2c is the same due to network conditions. In other
instances, the download time is proportional to the number of
objects to be displayed in the body component of the Web page, as
the other components, e.g., the corner component and the navigation
bar component, are the same on both Web pages.
[0029] FIG. 3 shows a customer service level ("CSL") monitoring
process 300 that allows a Web-based service provider to obtain a
reasonable approximation of a customer's satisfaction with the
customer's experience in interacting with a Web-based service. One
or more components of Web pages associated with a Web-based service
are identified (302) to a monitoring application 110d as key
components.
[0030] Generally, the Web-based service provider identifies a
proper subset (i.e., a subset which is not the entire set) of the
components of the Web pages associated with the Web-based service
as key components. In most instances, a proper subset of the
components of one or more Web pages is identified as key
components. However, there may be instances in which the set of all
of the components that collectively form a particular Web page are
identified as key components. The components that are identified as
key components typically have a close clustering of performance
value measurements regardless of customer or customer input. In
other words, the amount of time it takes to download a particular
key component from the Web server to a client computer is
relatively consistent regardless of who the customer is, and which
selections are made by the customer within the Web-based
service.
[0031] Referring to the examples shown in FIGS. 2a, 2b and 2c, a
service provider is likely to identify the corner component 222,
232 and the navigation bar component 224, 234 as key components of
the NetBenefits Web site because these components are the same
regardless of user. The service provider may also include the body
component 208 of the NetBenefits home page 202 shown in FIG. 2a as
a key component (thus identifying all components of the NetBenefits
home page as key) because the NetBenefits home page is a high hit
page that is frequented by many (if not all) NetBenefits customers,
and is therefore representative of a customer's interaction with
the NetBenefits Web site.
[0032] The service provider is unlikely to identify the body
component 226, 236 of the NetBenefits user home pages shown in
FIGS. 2b and 2c as a key component because the number of links (or
objects) displayed in the body component 226, 236 differ based on
the number of service features that are available to a particular
user's account. Other components on other pages associated with the
NetBenefits Web site may also be identified as key components.
[0033] Selection of key components is preferably done by the
service provider prior to deployment of the NetBenefits
application. However, the service provider may select key
components on an on-going basis as new features and Web pages are
added to the NetBenefits application.
[0034] After identifying the key components, the service provider
defines (304) a target performance value for each key component
using a suitable performance metric. A performance value is a value
indicating how quickly a component is downloaded from the Web
server to a client computer. A performance value may be expressed
in terms of time (e.g., it took 1 second to download component X
from a Web server to a client computer) or data rate (e.g., data
for component X was transmitted at an average rate of 5 megabytes
per second).
[0035] In one example, the service provider operator defines a
target performance value (e.g., through a graphical user interface
of the monitoring application 110d) for each key component using a
time-based metric. In another example, the service provider
operator groups the key components on a page-basis and defines a
target performance value for each page of key components using a
time-based metric, such as "1 second to create, download and
display key components of a Web page with a T1 connection" and "5
seconds to create, download and display key components of a Web
page with a 56k connection". In this example, the service provider
operator defines a target performance value based on an aggregate
download time for all of the key components associated with a
particular Web page. As long as all of the key components of the
Web page are created, downloaded and displayed in 1 second or less
with a T1 connection, for example, the target performance value is
met regardless of how long it takes for the remaining components of
that Web page to be created, downloaded and displayed.
[0036] After defining the target performance values, the monitoring
application 110d measures a performance value of each user request
of a key component. For example, the monitoring application 110d
measures (306) the download time for each key component of a Web
site and compares (308) the measured performance value with the
respective target performance value. A measured performance value
that is less than or equal to a respective target performance value
signifies an acceptable download time for the key component. The
monitoring application 110d then determines (310) a CSL associated
with the Web-based service based upon the comparisons of the
measured performance values with the target performance values of
all of the key components of the Web site. In one implementation,
the monitoring application 110d calculates the CSL for the Web site
using the following formula:
CSL ( T ) = Number of key components of the web site with
acceptable download time ( T ) Total number of downloaded key
components of the web site ( T ) .times. 100 ##EQU00001##
where T represents a sample. For example, if in a given hour,
45,978 key components out of a total of 48,457 components satisfied
the previously-set benchmark criteria, the monitoring application
110d calculates the CSL for the Web site to be approximately
95%.
CSL ( T ) = 45978 48457 .times. 100 .apprxeq. 94.8 ##EQU00002##
[0037] In another example, the monitoring application 110d measures
the aggregate download time for the key components of each Web page
and compares the measured performance value with the target
performance value for the key components of the respective Web
page. A measured performance value that is less than or equal to a
respective target performance value signifies an acceptable
download time for the key components of a particular Web page. The
monitoring application 110d then calculates the CSL using the
following formula:
CSL ( T ) = Number of web pages with key components having
acceptable download time ( T ) Total number of downloaded web pages
with key components ( T ) .times. 100 ##EQU00003##
where T represents a sample.
[0038] In some implementations, the service provider assigns
weights to key components based upon customer access patterns and
predicted customer expectations and calculates the CSL using the
following formula:
CSL ( T ) = n = 0 n - 1 Weight n .cndot. Acceptable n ( T )
Acceptable n ( T ) + Unacceptable n ( T ) ##EQU00004##
where n represents the key components of a particular page and T is
a sample. Generally, customers expect high hit pages to load
quickly and tend to have a much lower customer satisfaction level
when high hit pages are negatively impacted by an event, e.g., a
slowdown of a key data-providing resource, such as a database.
Accordingly, the service provider may assign a heavier weight to
the key components of a high hit page, e.g., the NetBenefits home
page (shown in FIG. 2a), as compared to the weighting of the key
components of a low hit page, e.g., the NetBenefits Web page that
is displayed when Pat Smith clicks on the "Pay" link (FIG. 2b). In
other examples, the service provider may assign a heavier weight to
the key components of a Web page on particular day(s) of the week,
month or year, e.g., the "Balances" page of the NetBenefits
application may be assigned a heavier weight on every second Friday
of the month when employees are paid. In so doing, if the key
components of a high hit page experience an event, a reduction in
the CSL will be more apparent on its face and the service provider
may be more quickly alerted of the low CSL.
[0039] Optionally, the monitoring application 110d may be
pre-configured by a service provider operator to assign a weighting
level based on the volume of customers attempting to access the
NetBenefits application. For example, the monitoring application
110d may assign a first set of weights to the key components of the
Web site when the number of customers accessing the NetBenefits
application is less than 5,000 per hour, and otherwise assign a
second set of weights to the key components.
[0040] Optionally, the monitoring application 110d can be
configured to calculate the CSLs in 5-minute intervals, 24-hour
intervals, or other period-based intervals. The monitoring
application 110d can also be configured to produce tables, charts
or reports that provide the CSLs for a particular application,
e.g., the NetBenefits application, in a graphical user interface
(GUI). FIG. 4 shows an example screenshot of a CSL dashboard 402
for the NetBenefits application. The NetBenefits CSL dashboard 402
provides, in a central location, information or links related to
the CSLs for the NetBenefits application of FIGS. 2a, 2b, and 2c.
Examples of information include, for a particular day (e.g., Dec.
9, 2003), the total number of pages served 404, the total number of
successful contacts 406 (e.g., the number of successful logins),
the total number of unsuccessful contacts 408 (e.g., the number of
login attempts which failed because of an incorrect user
identifier-password combination), and the total number of contacts
410. Examples of information also include, for the particular day
(e.g., Dec. 9, 2003), the overall CSL 412 for the NetBenefits Web
site, as well as the CSLs for distinct portions of the NetBenefits
Web site (e.g., the CSL 414 for the "HR & Payroll" portion of
the NetBenefits Web site). For more detailed information about the
breakdown for any given CSL, a user can select a link (e.g., the
"CSL: HR & Payroll" link) shown on the NetBenefits CSL
dashboard 402.
[0041] In some implementations, the monitoring application 110d
receives as input (e.g., from Adlex Inc.) statistics related to
traffic patterns on the Internet and uses these statistics to
provide a historical context to real-time reports. In this manner,
the service provider can differentiate between a CSL that is
negatively impacted by an application-related event (e.g., the
failure of the database) as opposed to a non-application-related
event (e.g., the crippling effects of a virus).
[0042] The described techniques can be implemented in digital
electronic circuitry, or in computer hardware, firmware, software,
or in combinations of them. The techniques can be implemented as a
computer program product, i.e., a computer program tangibly
embodied in an information carrier, e.g., in a machine-readable
storage device or in a propagated signal, for execution by, or to
control the operation of, data processing apparatus, e.g., a
programmable processor, a computer, or multiple computers. A
computer program can be written in any form of programming
language, including compiled or interpreted languages, and it can
be deployed in any form, including as a stand-alone program or as a
module, component, subroutine, or other unit suitable for use in a
computing environment. A computer program can be deployed to be
executed on one computer or on multiple computers at one site or
distributed across multiple sites and interconnected by a
communication network.
[0043] Method steps of the techniques described herein can be
performed by one or more programmable processors executing a
computer program to perform functions of the invention by operating
on input data and generating output. Method steps can also be
performed by, and apparatus of the invention can be implemented as,
special purpose logic circuitry, e.g., an FPGA (field programmable
gate array) or an ASIC (application-specific integrated circuit).
Modules can refer to portions of the computer program and/or the
processor/special circuitry that implements that functionality.
[0044] Processors suitable for the execution of a computer program
include, by way of example, both general and special purpose
microprocessors, and any one or more processors of any kind of
digital computer. Generally, a processor will receive instructions
and data from a read-only memory or a random access memory or both.
The essential elements of a computer are a processor for executing
instructions and one or more memory devices for storing
instructions and data. Generally, a computer will also include, or
be operatively coupled to receive data from or transfer data to, or
both, one or more mass storage devices for storing data, e.g.,
magnetic, magneto-optical disks, or optical disks. Information
carriers suitable for embodying computer program instructions and
data include all forms of non-volatile memory, including by way of
example semiconductor memory devices, e.g., EPROM, EEPROM, and
flash memory devices; magnetic disks, e.g., internal hard disks or
removable disks; magneto-optical disks; and CD-ROM and DVD-ROM
disks. The processor and the memory can be supplemented by, or
incorporated in special purpose logic circuitry.
[0045] To provide for interaction with a user, the techniques
described herein can be implemented on a computer having a display
device, e.g., a CRT (cathode ray tube) or LCD (liquid crystal
display) monitor, for displaying information to the user and a
keyboard and a pointing device, e.g., a mouse or a trackball, by
which the user can provide input to the computer (e.g., interact
with a user interface element, for example, by clicking a button on
such a pointing device). Other kinds of devices can be used to
provide for interaction with a user as well; for example, feedback
provided to the user can be any form of sensory feedback, e.g.,
visual feedback, auditory feedback, or tactile feedback; and input
from the user can be received in any form, including acoustic,
speech, or tactile input.
[0046] The techniques described herein can be implemented in a
distributed computing system that includes a back-end component,
e.g., as a data server, and/or a middleware component, e.g., an
application server, and/or a front-end component, e.g., a client
computer having a graphical user interface and/or a Web browser
through which a user can interact with an implementation of the
invention, or any combination of such back-end, middleware, or
front-end components. The components of the system can be
interconnected by any form or medium of digital data communication,
e.g., a communication network. Examples of communication networks
include a local area network ("LAN") and a wide area network
("WAN"), e.g., the Internet, and include both wired and wireless
networks.
[0047] The computing system can include clients and servers. A
client and server are generally remote from each other and
typically interact over a communication network. The relationship
of client and server arises by virtue of computer programs running
on the respective computers and having a client-server relationship
to each other.
[0048] Other embodiments are within the scope of the following
claims. For example, the described techniques can be performed in a
different order and still achieve desirable results. Although the
description discusses the context of Web pages, other systems which
enable user interaction through a communication network may also
benefit from the features discussed.
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