SYSTEMS AND METHODS RELATED TO MODELING AND PREDICTING AGENT FATIGUE IN A CONTACT CENTER

Abstract: a method for tracking a level of fatigue among contact center agents for generating corrective actions. the method includes: generating, via an automated modeling process, a baseline model for an agent that models a non-fatigued pace of work for the agent; generating, via an automated fatigue scoring process, fatigue scores for the agent in relation to successively occurring respective subperiods occurring within a current shift; and monitoring, via a fatigue monitoring process, the fatigue scores of the agent generated during the current shift for triggering an automated action. the automated modeling process may include identifying intervals within respective shifts of the agent for representing non-fatigued pace of work data for the agent; and creating a training dataset from measurements taken during each of the identified intervals via a monitoring script values associated with a plurality of work pace parameters.

Inventor(s): Parthiban Thangarajan

CPC Classification: G06Q10/063114 ({Status monitoring or status determination for a person or group})

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