Patent ID: 11949549
Assignee: INTRADIEM, INC.
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 12:
13. A computer-implemented method for managing a contact center having a plurality of agents, the method comprising:
receiving, by at least one computing device, real-time data associated with each of a plurality of agents servicing incoming communications for the contact center;
categorizing, by the at least one computing device, each of the plurality of agents into a respective one of a plurality of burnout risk categories 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;
determining, by the at least one computing device, based on a specification of a logical directive, an operation to be performed in relation to at least one agent in the plurality of agents, wherein the specification has at least one condition relating to the categorizing of each of the plurality of agents into the respective one of the plurality of burnout risk categories, and wherein the specification defines the operation to be performed in relation to the at least one agent in the plurality of agents upon the condition being satisfied; and
causing, by the at least one computing device, the operation to be performed in relation to the at least one agent instance in the plurality of agents.