| 摘要 |
A computing device obtains call data for multiple calls received at a call center and plots individual calls of the multiple calls, based on the call data, against three behavioral measures related to agent activities. The computing device identifies an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures. The computing device also plots a particular agent's calls, based on the call data, against the three behavioral measures and identifies an agent's zone, among the plotted agent's calls, for the selected performance metric value. The computing device generates a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures. |
| 主权项 |
1. A method, comprising:
obtaining, by a computing device, call data for multiple calls received at a call center; plotting, by the computing device, individual calls of the multiple calls, based on the call data, against three behavioral measures; identifying, by the computing device, an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures; plotting, by the computing device, a particular agent's calls of the multiple calls, based on the call center data, against the three behavioral measures; identifying, by the computing device, an agent's zone, among the plotted agent's calls, for the selected performance metric value; and generating, by the computing device, a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures. |
