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Method and System for Monitoring and Managing Stress Level of Agents in a Call Center

IP.com Disclosure Number: IPCOM000202349D
Publication Date: 2010-Dec-14
Document File: 2 page(s) / 61K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a method and system for monitoring and managing stress level of agents in a call center for enabling the agents to efficiently handle calls of customers.

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Method and System for Monitoring and Managing Stress Level of Agents in a Call Center

A method and system is disclosed for monitoring and managing stress level of agents in a call center for enabling the agents to efficiently handle calls of customers.

The method involves maintaining a stress profile of each agent in a working day in a call center. A stress profile for an agent indicates a current stress level of the agent. A stress level of an agent is analyzed based on a number of calls handled by the agent, a sequence and nature of calls attended by the agent. Nature of a call indicates difficulty level of the call and sequence of calls with various difficulty levels indicates stress level that an agent might be going through over a period of time. Further, parameter such as number of calls answered so far, duration of calls, and complexity of problem tickets addressed are also taken into account for analyzing stress level of an agent.

In addition to the above parameters, the method also takes into account the duration of time-offs taken by each agent so far in a day. Accordingly, the method determines stress level of each agent. Subsequently, the stress level associated with each agent is managed by scheduling appropriate time-offs for each agent and intelligently routing calls to each agent.

The figure illustrates an exemplary block diagram of the system for monitoring and managing stress level of agents in a call center. As shown in the figure, a stress profiler maintains stress profiles for each agent in the call center. The stress profiler monitors calls to keep track of factors that increases stress level of the agents such as number of calls attended, duration of each conversation, and nature of each interaction through emotion analysis. The stress profiler also considers the number and duration of time-offs that each agent has had recently, since such time-offs bring down the stress level of an agent. Using these...