Patent ID: 7720706

Claim:
A machine-implemented method for measuring call center agent performance, wherein call center agents are organized into groups, and wherein the agents in each group report to a supervisor, comprising: receiving data that measures performance of the call center agents; processing the performance data in a data processing system having a display to: (1) measure a given agent in the call center according to data received on the given agent's performance handling calls according to a set of performance metrics that include at least one of: in calls, talk time, work time, total time, average handling time, average wait time, average talk time, out calls, out time and system time; (2) selectably configure the display of the given agent's performance by a supervisor, wherein the supervisor selects one or any combination of the performance metrics that will be displayed to the given agent; (3) configure the display of individual performance metrics each to display a comparison of an individual performance metric to a given threshold to indicate the individual performance metric in relation to the given threshold; (4) configure the display to show a comparison of the given agent to at least one other agent in the group; (5) further configure the display to show a number of past days of performance data for the comparison; and (6) display the performance data for the given agent for the number of past days of performance data configured by one or more views that include: on a cumulative basis across all skills and call types, according to a given skill that the given agent possesses, and according to a given call type handled by the given agent.