Abstract: Disclosed is a computer-implemented method for providing a view of performance of a plurality of customer service agents across an enterprise. The method includes receiving data corresponding to call handling for the plurality of agents from application programs executing on at least two computers located in different customer service operation sites; processing the received data to generate performance data for the different sites and for different agent skills; and transmitting a display signal with average handle time data.

Abstract: A telephone call tracking and billing system and method in which a subscriber can call a central system location, enter personal identification and billing code information, and then place a desired call is provided. The call duration can be logged and stored along with the billing code information. Monthly billing statements can be generated and provided to the subscriber, and custom reports can be generated and delivered at any time according to the subscriber's requests. The system is maintained at the provider's site so that the subscriber need not purchase or maintain hardware and software.