Patent Document ID: 9614961
Application ID: 14502807
Patent Flag: 1

Claim One:
1. A system, comprising: a contact center management system implemented on one or more computer systems; and two or more agent systems coupled to the contact center management system by way of a communication network, wherein the contact center management system is configured to: monitor activity of two or more agents who perform services on the two or more agent systems at one or more contact centers; determine, based on at least some of the activity, two or more measures of performance for at least two of the two or more agents, wherein at least two of the measures of performance for at least one of the agents comprises a numerical value corresponding to agent occupancy for at least two periods of time and a utilization for at least two periods of time; and determine, based on at least one of the measures of performance, one or more statistical values for at least two of the agents.