| CPC H04M 3/5175 (2013.01) | 20 Claims |
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1. An agent credibility system comprising:
a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
determining that a contact center agent satisfies a criterion for a credibility assessment by determining that the contact center agent has served a company or organization for a certain number of years;
receiving a recorded interaction between a customer and the contact center agent;
retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score characterizes past performance of the contact center agent and is based on values of a plurality of credibility assessment factors for a time interval for past interactions of the contact center agent that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent;
when the CDD score is less than or equal to a defined threshold:
determining that the recorded interaction should not be passed to a supervisor of the contact center agent or a quality management application, and
filtering out the recorded interaction so that the recorded interaction is not provided to the supervisor of the contact center agent or the quality management application; and
when the CDD score greater than the defined threshold:
determining that the recorded interaction should be passed to the supervisor of the contact center agent or the quality management application, and
providing the recorded interaction to the supervisor of the contact center agent or the quality management application.
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