Agent instance live-monitoring by a management network for burnout and attrition prediction and response
Tristan Pahud, London (GB); Christopher Powell Busbee, Marietta, GA (US); Omar Shetta, Southampton (GB); Akul Dewan, Sugar Hill, GA (US); Asmita Jiva, Cumming, GA (US); Michael Carl Jarus, Suwanee, GA (US); Eric Victor Drucker, Roswell, GA (US); Kevin Wilson, Bradenton, FL (US); Jennifer Lee, Hays, KS (US); Jennifer Christine East, Milton, GA (US); Kayla Heflin, Marietta, GA (US); and Xiangyu Meng, Decatur, GA (US)
Assigned to Intradiem, Inc., Marietta, GA (US)
Filed by Intradiem, Inc., Marietta, GA (US)
Filed on Sep. 28, 2023, as Appl. No. 18/477,376.
Application 18/477,376 is a continuation in part of application No. 18/203,021, filed on May 29, 2023.
Application 18/203,021 is a continuation of application No. 17/966,457, filed on Oct. 14, 2022, granted, now 11,665,044, issued on May 30, 2023.
Application 17/966,457 is a continuation in part of application No. 17/739,655, filed on May 9, 2022, granted, now 11,601,322, issued on Mar. 7, 2023.
Application 17/739,655 is a continuation of application No. 17/493,760, filed on Oct. 4, 2021, granted, now 11,329,861, issued on May 10, 2022.
Application 17/493,760 is a continuation in part of application No. 17/364,851, filed on Jun. 30, 2021, granted, now 11,356,316, issued on Jun. 7, 2022.
Application 17/364,851 is a continuation in part of application No. 17/163,126, filed on Jan. 29, 2021, granted, now 11,108,618, issued on Aug. 31, 2021.
Application 17/163,126 is a continuation in part of application No. 17/061,024, filed on Oct. 1, 2020, granted, now 11,075,794, issued on Jul. 27, 2021.
Application 17/061,024 is a continuation of application No. 16/912,351, filed on Jun. 25, 2020, granted, now 10,833,917, issued on Nov. 10, 2020.
Application 16/912,351 is a continuation of application No. 16/804,376, filed on Feb. 28, 2020, granted, now 10,833,916, issued on Nov. 10, 2020.
Application 16/804,376 is a continuation of application No. 16/580,258, filed on Sep. 24, 2019, granted, now 10,623,233, issued on Apr. 14, 2020.
Application 18/477,376 is a continuation in part of application No. 18/203,031, filed on May 29, 2023.
Application 18/203,031 is a continuation of application No. 17/966,457, filed on Oct. 14, 2022.
Application 17/966,457 is a continuation in part of application No. 17/739,655, filed on May 9, 2022.
Application 17/739,655 is a continuation of application No. 17/493,760, filed on Oct. 4, 2021.
Application 17/493,760 is a continuation in part of application No. 17/364,851, filed on Jun. 30, 2021.
Application 17/364,851 is a continuation in part of application No. 17/163,126, filed on Jan. 29, 2021.
Application 17/163,126 is a continuation in part of application No. 17/061,024, filed on Oct. 1, 2020.
Application 17/061,024 is a continuation of application No. 16/912,351, filed on Jun. 25, 2020.
Application 16/912,351 is a continuation of application No. 16/804,376, filed on Feb. 28, 2020.
Application 16/804,376 is a continuation of application No. 16/580,258, filed on Sep. 24, 2019.
Application 17/739,655 is a continuation in part of application No. 17/364,851, filed on Jun. 30, 2021.
Application 17/364,851 is a continuation in part of application No. 17/163,126, filed on Jan. 29, 2021.
Application 17/163,126 is a continuation in part of application No. 17/061,024, filed on Oct. 1, 2020.
Application 17/061,024 is a continuation of application No. 16/912,351, filed on Jun. 25, 2020.
Application 16/912,351 is a continuation of application No. 16/804,376, filed on Feb. 28, 2020.
Application 16/804,376 is a continuation of application No. 16/580,258, filed on Sep. 24, 2019.
Prior Publication US 2024/0031217 A1, Jan. 25, 2024
1. A computing system for managing a contact center, the computing system comprising:
one or more hardware processors configured to execute instructions stored on at least one non-transitory computer readable medium to perform tasks including:
receiving real-time data associated with each of a plurality of agents servicing incoming communications for the contact center;
categorizing each of the plurality of agents into a respective one of a plurality of burnout risk categories by processing the real-time data associated with each of the plurality of agents using a trained supervised machine learning model having a plurality of input features;
determining, based on a specification of a logical directive, an operation to be performed in relation to at least one agent in the plurality of agents, wherein the specification has at least one condition relating to the categorizing of each of the plurality of agents into the respective one of the plurality of burnout risk categories, and wherein the specification defines the operation to be performed in relation to the at least one agent in the plurality of agents upon the condition being satisfied; and
causing the operation to be performed in relation to the at least one agent instance in the plurality of agents.
