Agent instance live-monitoring by an in-house management network for burnout and attrition prediction and response

Abstract

A computer-implemented method for detecting and managing burnout risk in a contact center associated with an enterprise. The method includes (a) receiving, by at least one computing device, real-time data associated with each of a plurality of agents servicing incoming communications at the contact center associated with the enterprise, wherein the real-time data is a data feed from one or more of a communication distributor server, a workforce management server, or a back office case system server, (b) determining, by the at least one computing device, 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, wherein the plurality of input features includes at least one operational metric related to one or more of the communication distributor server, the workforce management server, or the back office case system server, (c) determining, by the at least one computing device, 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 (d) sending, by the at least one computing device, 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. A computing system and article of manufacture are also provided.