Patent Document ID: 9860378
Application ID: 14035174
Patent Status: 1

Claim One:
1. A method, comprising: obtaining, by a computing device, call data for multiple calls received at a call center, the multiple calls being routed to multiple agents; plotting, by the computing device, individual calls of the multiple calls, based on the call data, against three behavioral measures, each of the three behavioral measures including elements that are able to be controlled by the multiple agents; identifying, by the computing device, an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures, wherein the optimal zone is defined by a range for each of the three behavioral measures of calls with the selected performance metric value, with boundaries of the optimal zone represented by a low end and a high end of each range, and wherein the selected performance metric value is different than the three behavioral measures; plotting, by the computing device, one of the agent's calls of the multiple calls, based on the call data, against the three behavioral measures; identifying, by the computing device, an agent's zone, among the plotted agent's calls, for the selected performance metric value, the agent's zone being graphically presented to identify a correlation of the three behavioral measures to the plotted agent's calls; generating, by the computing device, a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures; and presenting, in the visual model and by the computing device, an improvement vector between the agent's zone and the optimal zone, the improvement vector indicating behavioral changes the agent can adopt to achieve call scores in the optimal zone, wherein the improvement vector includes components to indicate weights of the three behavioral measures between the agent's zone and the optimal zone.