US 12,217,849 B2
Devices, systems, and methods for intelligent stress level detection
Boris Chaplin, Medina, MN (US); Kyle Smaagard, Forest Lake, MN (US); Chris Vanciu, Isle, MN (US); Dylan Morgan, Minneapolis, MN (US); Paul Gordon, Minneapolis, MN (US); Thomas J. Goodmanson, Edina, MN (US); and Matt Matsui, Minneapolis, MN (US)
Assigned to Calabrio, Inc., Minneapolis, MN (US)
Filed by Calabrio, Inc., Minneapolis, MN (US)
Filed on Aug. 19, 2022, as Appl. No. 17/892,028.
Claims priority of provisional application 63/235,567, filed on Aug. 20, 2021.
Prior Publication US 2023/0162834 A1, May 25, 2023
Int. Cl. G16H 20/70 (2018.01); A61B 5/16 (2006.01); H04M 3/51 (2006.01)
CPC G16H 20/70 (2018.01) [A61B 5/165 (2013.01); H04M 3/5175 (2013.01); H04M 2203/402 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method of intelligently quantifying and managing a stress level of an agent at a contact center, the computer-implemented method comprising:
identifying, based on parsing customer interaction data during a customer interaction, an agent stress level and one or more escalation factors that are indicative of an escalation of stress;
aggregating the one or more escalation factors that have been identified into a total stress level; and
presenting one or more stress reduction suggestions for reducing the total stress level, the one or more stress reduction suggestions having a stress mitigation factor that act oppositely to the one or more escalation factors or having a less stressful task than that associated with the one or more escalation factors.