AUTOMATED RESPONSES TO PROJECTED CONTACT CENTER AGENT FATIGUE AND BURNOUT

• US 20160180277A1
• Filed: 12/17/2014
• Published: 06/23/2016
• Est. Priority Date: 12/17/2014
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Matula, Valentine C., Erhart, George
• Application Number:
  US14/573,820
• Publication Number:
  US 20160180277A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

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.

Claims

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; and

upon determining the first action is associated with burnout, automatically modifying a work assignment of the agent, wherein the modification is a burnout mitigation modification.

2. The system of claim 1, wherein the processor further performs:

monitoring, after the modification of the work assignment of the agent, the endpoint for a second action;

determining whether the second action is associated with burnout; and

upon determining the second action is associated with burnout, automatically modifying a work assignment of the agent, wherein the modification is a terminating mitigation modification.

3. The system of claim 2, wherein the terminating mitigation modification is the assignment of at least one work item to the agent selected to mitigate burnout with respect to at least one other agent not associated with the endpoint.

4. The system of claim 2, wherein the processor further performs storing indicia of the second action and indicia of the burnout mitigation modification and an associated indicia of the failure of the burnout mitigation modification.

5. The system of claim 1, wherein 1 the burnout mitigation modification is a modification of the work assigned to the agent to provide the agent with at least one of escalated actions, variety of work items, more positive sentiment work items, fewer negative sentiment work items, and reduced workload.

6. The system of claim 1, wherein the processor further performs:

monitoring, after the modification of the work assignment of the agent, the endpoint for a second action;

determining whether the second action is associated with burnout; and

upon determining the second action is not associated with burnout, automatically modifying a work assignment of the agent, wherein the modification is a normalization modification negating, at least in part, the burnout mitigation modification.

7. The system of claim 6, wherein the processor further performs storing indicia of the second action and indicia of the burnout mitigation modification and an associated indicia of the success of the burnout mitigation modification.

8. The system of claim 1, wherein the processor further performs, signaling, via the network interface, a supervisor terminal associated with a supervisor of the agent wherein the signal is an indicia of burnout.

9. The system of claim 1, wherein the first action is at least one of speech of the agent and non-speech vocalization.

10. The system of claim 1, wherein the first action is at least one of speech of the agent, non-speech vocalization, communication from the agent to a supervisor, communication from the agent to a consultative agent, questionnaire response, rank, acceptance of overtime, acceptance of shift changes, acceptance of work duty changes, typing rate, and typing accuracy.

11. The system of claim 1, wherein the processor determines whether the first action is associated with burnout action upon determining a trend of actions, comprising the first action, indicates burnout.

12. A processor, performing operations comprising:

accessing, via a 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; and

upon determining the first action is associated with burnout, automatically causing a modification of a work assignment of the agent, wherein the modification is a burnout mitigation modification.

13. The processor of claim 12, performing operations further comprising:

monitoring, after the modification of the work assignment of the agent, the endpoint for a second action;

determining whether the second action is associated with burnout; and

upon determining the second action is associated with burnout, automatically modifying a work assignment of the agent, wherein the modification is a terminating mitigation modification.

14. The processor of claim 13, wherein the terminating mitigation modification is the assignment of at least one work item to the agent selected to mitigate burnout with respect to at least one other agent not associated with the endpoint.

15. The processor of claim 12, wherein the processor further performs storing indicia of the second action and indicia of the burnout mitigation modification and an associated indicia of the failure of the burnout mitigation modification.

16. The processor of claim 12, wherein the first action is at least one of speech of the agent, non-speech vocalization, communication from the agent to a supervisor, communication from the agent to a consultative agent, questionnaire response, rank, acceptance of overtime, acceptance of shift changes, acceptance of work duty changes, facial expression, typing rate, typing force, and typing accuracy.

17. A processor, comprising:

means to store accessible data and processor executable instructions;

means to interconnect to network components; and

means to process data, including;

accessing, via the interconnect means, an endpoint of an agent;

receiving from the endpoint, a first action of the agent;

determining whether the first action is associated with burnout; and

upon determining the first action is associated with burnout, automatically modifying a work assignment of the agent, wherein the modification is a burnout mitigation modification.

18. The processor of claim 17, wherein the processing means determines further comprises means to determine whether the first action is associated with burnout action upon determining a trend of actions, comprising the first action, indicates burnout.

19. The system of claim 17, wherein the processor means further comprises means to perform signaling, via the interconnect means, a supervisor terminal associated with a supervisor of the agent wherein the signal is an indicia of burnout.

20. The system of claim 17, wherein the first action is at least one of speech of the agent and non-speech vocalization.