AUTOMATED RESPONSES TO PROJECTED CONTACT CENTER AGENT FATIGUE AND BURNOUT

摘要

Agents of a contact center process work items for clients of the contact center. Agents may, at some point, experience “burnout.” Detecting early signs, and automatically mitigating the burnout allows agents to maintain interest in their work and avoid expensive training of new agents and lost experience of burnt-out agents. Agents may be monitored for single events and/or a pattern of events indicating burnout. Automatic detection and response to the burnout provides agents indicating burnout to have more interesting, less difficult, or otherwise more favorable working conditions. Feedback monitoring determines if the mitigation efforts are successful. If not, and an agent is burnt out and likely to quit, measures may be automatically launched to prevent the burnt-out agent from “infecting” other agents.

主权项

1. A system, comprising:
a memory operable to store accessible data and instructions; a network interface that interconnects the server to network components via a communication network; and a processor performing:
accessing, via the network interface, an endpoint of an agent;receiving from the endpoint, a first action of the agent;determining whether the first action is associated with burnout; andupon determining the first action is associated with burnout, automatically modifying a work assignment of the agent, wherein the modification is a burnout mitigation modification.