Methods and systems for detecting unusual patterns in functional data

A method of managing a call center, wherein the call center comprises a plurality of agents, the method comprising:

• receiving, by a computing device, functional data associated with the plurality of call center agents over a time period, wherein the functional data comprises a plurality of data curves, wherein each data curve is associated with one of the call center agents, wherein each data curve comprises a plurality of data points pertaining to calls handled by the associated agent during the time period;
• for each data curve:
• normalizing, by the computing device, the data points to create a plurality of normalized functional data points,
• determining a variation associated with each normalized functional data point;
• determining one or more threshold values associated with each normalized functional data point,
• determining, by the computing device, whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and
• identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier;
• identifying the call center agent associated with each curve that has an outlier;
• and
• presenting information pertaining to one or more identified call center agents to a user.