Patent ID: 8538987
Filing Date: 2013-09-17
Classification: G06Q

Abstract:
1. A computer-based method of analyzing call center data comprising: collecting, by one or more computers, reports from a plurality of customer care agents, wherein each report comprises logged data of incoming customer calls; compiling, by the one or more computers, the reports from the plurality of customer care agents into an aggregate data set; determining, by the one or more computers, a number of total incoming calls in the aggregate data set; dividing, by the one or more computers, the aggregate data set into a plurality of categories based on the incoming calls; determining, by the one or more computers, an aggregate distribution for each of the plurality of categories, each aggregate distribution corresponding to a ratio of a number of incoming calls reported by the plurality of customer call agents as being associated with the corresponding category to the number of total incoming calls in the aggregate data set; compiling, by the one or more computers, reports from one of the plurality of customer care agents into an individual data set; determining, by the one or more computers, a number of total incoming calls in the individual data set; dividing, by the one or more computers, the individual data set into the plurality of categories; determining, by the one or more computers, an individual distribution for each of the plurality of categories, each individual distribution corresponding to a ratio of a number of incoming calls reported by the one of the plurality of customer call agents as being associated with the corresponding category to the number of total incoming calls in the individual data set for one or more of the plurality of categories, comparing, by the one or more computers, the individual distribution to the aggregate distribution; for the one or more of the plurality of categories, determining, by the one or more computers, a deviation of the individual distribution from the aggregate distribution, based on the comparison; for the one or more plurality of categories, determining, by the one or more computers, whether the deviation exceeds a threshold value; and taking action when determining that the deviation exceeds the threshold value.