US 12,282,879 B2
System and method for identifying and utilizing agent working from home impact score
Atish Sharma, Pune (IN); Salil Dhawan, Pune (IN); and Madhvi Sharma, Pune (IN)
Assigned to InContact Inc., Salt Lake City, UT (US)
Filed by InContact Inc., Salt Lake City, UT (US)
Filed on Jun. 29, 2022, as Appl. No. 17/852,589.
Prior Publication US 2024/0005254 A1, Jan. 4, 2024
Int. Cl. G06Q 10/0639 (2023.01)
CPC G06Q 10/06393 (2013.01) 20 Claims
OG exemplary drawing
 
1. A computerized-method for analyzing data representing remotely connected computer systems, the computerized-method comprising:
in a computerized-system comprising one or more processors, and a memory including a data store of agents' data and metrics, the one or more processors configured to:
collect a plurality of data streams, the data streams including at least one of: call metrics, call metadata, chat metrics, and chat metadata, wherein one or more of the data streams comprises call data recorded from one or more remote computers, each of the one or more remote computers operated by an agent of a plurality of agents, and wherein one or more of the data streams is collected in real time;
store in a database one or more of the collected data streams;
for each agent of the plurality of agents, periodically performing:
calculating an agent Working From Home (WFH) effectiveness score based on one or more extracted parts of the stored data streams, the calculating of an WFH effectiveness score using a signal to noise ratio;
calculating an average effectiveness score based on the one or more calculated effectiveness scores;
transmitting one or more of the calculated scores to one or more applications to be presented via a User Interface (UI); and
automatically routing, by an automatic call distributor (ACD), a call to at least one of the agents based on one or more the calculated scores, wherein the routing comprises, when the call is received, providing one or more of the calculated scores to the ACD in real time.