A COMPUTER-IMPLEMENTED METHOD FOR CONSISTENTLY IDENTIFYING AN AGENT FOR A COACHING SESSION, AND ASSESSING RELEVANT COACHING SUBJECT TO THE COACHING SESSION, IN A CONTACT CENTER

• Main Authors: BAIRAGI, Mahesh, ANWADE, Amol, VARSHAVSKI, Idan
• Format: Patent
• Language: English
• Published: 17.04.2025
• Subjects: ADVERTISING; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND,DEAF OR MUTE; CALCULATING; COMPUTING; COUNTING; CRYPTOGRAPHY; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; DIAGRAMS; DISPLAY; EDUCATION; EDUCATIONAL OR DEMONSTRATION APPLIANCES; GLOBES; PHYSICS; PLANETARIA; SEALS; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

A computer-implemented method for consistently identifying an agent for a coaching-session and assessing relevant-coaching-subject to the coaching-session. The computer-implemented method includes: (i) receiving agents having KPIs below a threshold; for each agent: (ii) receiving focus-area and related behaviors for the KPIs; (iii) retrieving interactions and associated categories and behaviors; (iv) retrieving evaluations of the retrieved interactions that are below a threshold, and related interactions; (v) marking each category that is having an evaluation below the threshold; (vi) retrieving associated focus-area with behaviors for each category that is classified as negative; (vii) determining a number of categories for the coaching-session; (viii) identifying behaviors from interactions related to the categories based on the associated focus-area; (ix) determining a number of behaviors; (x) calculating a co-relation score for each behavior and associated focus-area; and (xi) selecting a number of behaviors and associated focus-area having highest co-relation score to schedule a coaching-session therewith.