| 摘要 |
A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user. |
| 主权项 |
1. A method of managing a call center, wherein the call center comprises a plurality of agents, the method comprising:
receiving, by a computing device, functional data associated with the plurality of call center agents over a time period, wherein the functional data comprises a plurality of data curves, wherein each data curve is associated with one of the call center agents, wherein each data curve comprises a plurality of data points pertaining to calls handled by the associated agent during the time period; for each data curve:
normalizing, by the computing device, the data points to create a plurality of normalized functional data points,determining a variation associated with each normalized functional data point;determining one or more threshold values associated with each normalized functional data point,determining, by the computing device, whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, andidentifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier; identifying the call center agent associated with each curve that has an outlier; and presenting information pertaining to one or more identified call center agents to a user. |
