Patent ID: 7239316

Claim:
In a call center comprising a plurality of agent stations and agents, a method comprising: (a) receiving a first set of data values, the data being related to each agent, each agent station, and a call center function and being stored in a tabular form; (b) generating a first graphical image representative of the first set of data values; (c) receiving a user selection of first and second data values in the first set of data values on the first graphical image, a first portion of the first graphical image being positioned between and including the selected first and second data values and second and third portions of the first graphical image being positioned on either side of the first and second data values, respectively, wherein the first, second, and third portions are part of, and defined by points located successively along, the first graphical image, with the second portion being located to the left of the first data value and the third portion being located to the right of the second data value; (d) receiving a user selection of an editing function from among a plurality of predetermined editing functions; (e) applying the user selected first editing function to the first portion of the first graphical image but not the second and third portions of the first graphical image to generate a second graphical image, the second graphical image comprising the second and third portions on either side of the first and second data values and an edited first portion between the first and second data values, the edited first portion being generated from application of the user selected first editing function to the data values in the first portion and being different from the first portion; and (f) revising the first set of data values to yield a second set of data values conforming to the second, third, and edited first portions of the second graphical image, wherein the first and second sets of data simulate the call center function.