Appeal No. 2007-0673
Application No. 09/847,794
Berkson teaches a system for providing incentives to call center
agents. See abstract. The system measures the performance of the call
center agent against goals. If the agent meets or exceeds the goals, the agent
is permitted to play a game or is provided another incentive. See column 3,
lines 41 through 55. Berkson teaches that the assessment of agent meeting
goals can be determined on a call by call basis or can be assessed on an
aggregate of calls over a period of time. See column 9, lines 40 through 47.
Berkson also teaches that the goals can be changed. See column 9, lines 24
through 30. Berkson teaches that the agents are notified if they meet or
exceed the goal when it is administered on a call by call basis, i.e., the agents
knows that the performance goal has been met if they are allowed to play the
game. However, Berkson is silent as to whether a report of the agents’
performance toward the goal is provided when the assessment is over a
period of time. Further, we find no teaching in Berkson that the agents are
presented with a report of the goals when they log on.
Nashner teaches a system for monitoring the physical rehabilitation
training program for a person. See abstract and column 8, lines 6 through 10.
The system allows the practitioner, who sets up the training program, to
remotely access the measuring equipment at the patient’s training site. Thus,
the practitioner, from a remote location, can asses the patient’s progress.
See column 4, lines 61 through 67. We do not find that Nashner teaches
displaying to patients, a report of their performance goals or a report of their
measured performance.
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