Patent ID: 6711253
Filing Date: 2004-03-23
Classification: H04M

Abstract:
A computer automated system for use in analyzing call center data for a call center that is adapted to handle a plurality of different call center skills using a plurality of human agents, comprising:an analysis server being in communication with at least one call center and being operable to: (a) obtain operations data corresponding to operations within the call center over a period of time comprising multiple days; (b) analyze said operations data to identify at least one representative day within said period of time for at least one user-specified call center parameter and at least one user-specified call center skill, said at least one representative day being a day that falls within a mean performance range for said at least one user-specified call center parameter and said at least one user-specified call center skill; and (c) identify an agent group within the call center for said at least one representative day, said agent group being a subset of said plurality of human agents and including at least one agent, each agent within said agent group having a common set of skills to other agents within said agent group.