Patent ID: 7809127

Claim:
In a contact center comprising a plurality of agents for servicing contacts, a method comprising: processing, by a computer, a set of events involving at least one agent to yield a corresponding measure across a set of dimensions, wherein multiple events are included in the set of events, and wherein multiple dimensions are included in the set of dimensions; comparing, by the computer, the measure to at least one rule set, the at least one rule set corresponding to a type of target behavior of an agent; determining, by the computer, that the measure is defined by the at least one rule set; in response to the determining step, associating, by the computer, the type of target agent behavior corresponding to the at least one rule set with the at least one agent, and wherein each rule set describes a plurality of dimensions; threshold filtering, wherein the measure is compared to threshold values for the dimensions in the set of dimensions, wherein the measure is compared to a plurality of threshold values for at least one of the dimensions in the set of dimensions, wherein in response to at least first threshold values being exceeded in a first set of circumstances the type of target agent behavior corresponding to the at least one rule set is reported, wherein in response to said first threshold values but not second threshold values being exceeded in a second set of circumstances the type of target behavior corresponding to the at least one rule set is not reported, and wherein in response to said first and second threshold values being exceeded in said second set of circumstances the type of target behavior corresponding to the at least one rule set is reported.