METHOD AND APPARATUS FOR ANALYZING PERFORMANCE DATA IN A CALL CENTER

A system for analyzing call center operations data retrieves data from a memory unit associated with a call center and then processes the data to determine agent composition and occupancy information for the call center on a representative working day. A number of different heuristics are provided for analyzing the operations data to identify one or more representative days corresponding to at least one user-specified call center operating parameter and at least one user-specified call center skill. The operations data is then analyzed further to identify agent groups within the call center on the representative day(s) that share a common skill set. Occupancy information is then developed for the identified agent groups for the representative working day(s). The system then generates one or more reports indicating the agent composition and occupancy information for the representative day(s).