System to support contextualized definitions of competitions in call centers

A method for forming contextual competitions in a work environment, comprising:

• receiving information related to a set of agents operating in a work environment;
• with a processor, computing a first aggregated value for first performance metric and a second aggregated value for a second performance metric, based on the received information;
• generating an interface for visualizing the first and second values at a current time;
• and
• on the interface, visualizing a predicted effect on the second performance metric when the first performance metric is altered.

A decision-making support tool for forming contextual competitions in a work environment, comprising:

• a display device which displays:
• at least one region which displays a representation of a plurality of performance metrics that are each aggregated over a population;
• and
• a plurality of control mechanisms disposed on the region, each of the plurality of control mechanisms enabling a respective one of the performance metrics to be altered;
• a user input device which enables a user to adjust one of the control mechanisms to alter a respective one of the performance metrics and cause the display device to display a predicted effect on at least one other of the performance metrics when the first performance metric is altered;
• and
• a processor which implements the tool.