Behavioral performance analysis using four-dimensional graphs

A computing device, comprising:

• a memory to store a plurality of instructions;
• and
• a processor configured to execute instructions in the memory to:
• retrieve call data for multiple calls received at a call center;
• plot individual calls of the multiple calls, based on the call data, against three behavioral measures associated with call center agents;
• identify an optimal zone, among the plotted individual calls, for a selected performance metric value that is different than the three behavioral measures;
• plot a particular agent's calls received at the call center, based on the call center data, against the three behavioral measures;
• and
• generate a visual model of the optimal zone and the agent's calls within the context of the three behavioral measures.

A non-transitory computer-readable medium, storing instructions executable by one or more processors, the non-transitory computer-readable medium comprising one or more instructions to:

• receive first call data for multiple calls received at a call center, wherein the first call data for each of the multiple calls includes a target performance metric value and three behavioral measures;
• plot individual calls of the multiple calls, based on the first call data, using the three behavioral measures;
• identify an optimal zone, among the plotted individual calls, for the selected performance metric value;
• receive second call data for a particular agent's calls received at the call center, wherein the second call data for each of the particular agent's calls includes the three behavioral measures;
• plot the particular agent's calls, based on the second call center data, against the three behavioral measures;
• and
• generate a visual model of the optimal zone and the agent's calls within the context of the three behavioral measures.