Systems and method for call center agent performance improvement driven by call reason norms

A computer system for evaluating and coaching call center employee performance, comprising at least one processor, a non-transitory memory, and an application stored in the memory. When executed, the application: collects call reports about calls to telephone systems at different call centers; collects information about the calls from a call center computer system, where the information identifies call notes entered by agents, computer screens viewed by agents while handling a call, and a call reason determined by the call center computer system; determines a call handling performance for each call reason handled by an agent, for each agent; determines call handling performance statistics for each call reason, based on the call handling performances of all the agents; and provides a user interface to compare call handling performance by call reason among agents' supervisors, based on the call handling performance of each supervisor's agents relative to the call handling performance statistics.