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 Apr. 1, 2024, as Appl. No. 18/623,651.
Application 18/623,651 is a continuation of application No. 18/477,376, filed on Sep. 28, 2023, granted, now 11,949,549.
Application 18/477,376 is a continuation in part of application No. 18/203,021, filed on May 29, 2023, abandoned.
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. 17/382,311, filed on Jul. 21, 2021, granted, now 11,228,479, issued on Jan. 18, 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 17/382,311 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, granted, now 12,074,754.
Application 18/203,031 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 17/739,655 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.
Prior Publication US 2024/0259250 A1, Aug. 1, 2024
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 at a contact center;
determining a relative burnout risk for each of the plurality of agents 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 action to be executed by a server in relation to at least one agent in the plurality of agents, wherein the specification has at least one condition relating to the determined relative burnout risk, and wherein the specification defines the action to be executed in relation to the at least one agent in the plurality of agents upon the condition being satisfied; and
sending an instruction to the server to cause the server to execute the action in relation to the at least one agent instance in the plurality of agents.
