Patent Publication Number: US-2022215321-A1

Title: System and method to formulate effective energy breaks in a contact center

Description:
TECHNICAL FIELD 
     The present disclosure relates to the field of data analysis for formulating energy breaks in a contact center. 
     BACKGROUND 
     Customer satisfaction is most significant for contact centers. One factor that may influence customer satisfaction measurement may be the level of engagement and motivation of the agents. The level of engagement and motivation may be impaired by stress and anxiety, which are common, given the nature of work in the contact center and may have a negative impact on the well-being of the agent. Low level of engagement and motivation of the agents may have a direct impact on the effectiveness of the contact center and the success of the related company. Due to circumstances which required ‘Work from Home’, many agents have found themselves in a stressful situation due to the difficulties to manage work and home balance, given the remote working dynamics. 
     Remote working has put many agents under a lot more stress and discomfort, which may be also as a result of lack of ergonomic office features, such as, comfortable seating and working conditions, appropriate time management and taking uninterrupted customer calls and appropriate time breaks. Appropriate time breaks may have a positive effect on the agents&#39; performance and productivity. 
     It is therefore imperative that contact center management recognizes sources of agents&#39; stress and anxiety and accordingly, may take corrective steps towards combating it. Providing agents with opportunities to take meaningful breaks will allow them to re-energize and it may improve agent productivity and job satisfaction. Often, the agents are constantly engaged with the customers and forget to take necessary breaks, which are important to maintain healthy mind and body and thus to remain productive. 
     Moreover, contact center agents are increasingly bound by inflexible shifts-systems which is a condition that is conducive to stress and burnout. When employees feel disconnected and disengaged, it leads to declining of their performance, risking the company reputation, and to a negative impact on customer satisfaction. In a situation of an increase in the number of calls, the agents are expected to deal with emotionally charged customers, which causes immense amounts of stress and leads to the agents&#39; burnout which makes it impossible for the agents to remain empathic to the clients. 
     One of the most immediate and easily achievable corrective action required to be taken in the context of remote working for contact centers is to make sure that agents are encouraged to take most appropriate breaks and provide them with opportunities to utilize the available breaktime efficiently. 
     This can be done by providing them options to get involved in relevant relaxing and recreational activities during breaktime, which can be of maximum benefit to them. With this approach, agents will consequently be more productive when helping customers during their scheduled working hours, thus elevating customer service experience. 
     Stress levels within the contact center working conditions, may have a significant impact on the agents and the contact center. When stressors within the contact center become significant, they result in decreased productivity, job satisfaction and health, all of which have a major impact on the contact center. It is therefore important to allow agents to take relevant breaks when their stress level increases. Providing agents with flexibility to choose from most relevant types of activity during the breaks, may empower them with a greater sense of control over their experience of stress and may increase their productivity. 
     It is important for agents in a contact center to get involved in relaxing and recreational activities. Adequate and meaningful breaktime activities may help to maintain flexibility and agility for agents and may improve their morale and increase agents&#39; productivity. 
     Accordingly, there is a need for a technical solution, such as an application, that will help the agents to customize their break routine activities and make the agents look forward to the next energy break activity by formulating effective energy breaks for each agent, during work-shifts in the contact center. 
     Such a technical solution may also guard agents from the risk of social isolation while in remote working mode. The technical solution may help to prevent mental health issues that might emerge a few weeks down the line and will be of huge benefit contributing towards creating better working environment during remote working, for the contact center agents. 
     Therefore, to improve operational efficiency and customer experience, it may be essential for a contact center to implement a computerized-method and a computerized system for recommending breaktime activities for an agent, in a contact center. 
     SUMMARY 
     There is thus provided, in accordance with some embodiments of the present disclosure, a computerized-method for recommending activities for an agent, in a contact center. 
     Furthermore, in accordance with some embodiments of the present disclosure, in a computerized system that is comprising a processor, a database of interactions data indexer; and a database of user preferences; and a memory to store the plurality of databases, said processor is configured to operate an activities recommendation module, for one or more agents in a contact center, during a work-shift of an agent. 
     Furthermore, in accordance with some embodiments of the present disclosure, the operating of the activities recommendation module may include: (i) operating a machine learning model to calculate a motivation score based on aggregated data by a data aggregator module; (ii) associating a preconfigured score range to the calculated motivation score; (iii) collecting activities which were preassigned to the preconfigured score range from the database of interactions data indexer; (iv) retrieving one or more predetermined agent favorite activities for the agent from the database of user preferences; (v) retrieving one or more agent history activities from the database of user preferences, which were previously selected by the agent; (vi) calculating an activity occurrence score for each activity of the collected activities, which were preassigned to the preconfigured score range, by adding the: (a) motivation score; (b) the one or more predetermined agent favorite activities; and (iii) the one or more agent history activities; and (vii) displaying a rated list of recommended activities for the agent, on a display unit, according to the calculated activity occurrence score. 
     Furthermore, in accordance with some embodiments of the present disclosure, the operating of the machine learning model may include retrieving data of the agent work-shift, from the database of interactions data indexer. The retrieved data may include: (i) sentiment analysis score; (ii) speech analysis score; (iii) customer sentiment change; (iv) performance Key Performance Indicators (KPI) score; and (v) personal traits; Then, the machine learning model may calculate the motivation score according to the retrieved data. 
     Furthermore, in accordance with some embodiments of the present disclosure, the data aggregator module may receive the (i) sentiment analysis score; (ii) speech analysis score; and (iii) customer sentiment change, from an analytics application. 
     Furthermore, in accordance with some embodiments of the present disclosure, the data aggregator module may receive the (i) performance Key Performance Indicators (KPI) score; and (ii) personal traits, from a workforce management system. 
     Furthermore, in accordance with some embodiments of the present disclosure, the data aggregator module may further receive for each previous ‘n’ interactions of the agent in the agent work-shift, a proficiency level of the agent used to route an interaction compared to proficiency level of the agent required to the interaction; and a communication channel, from an Automatic Call Distributor (ACD) system. 
     Furthermore, in accordance with some embodiments of the present disclosure, the sentiment analysis score may be calculated by the analytics application, according to (i) physical stress voice; (ii) change in stress voice; and (iii) text analysis-based sentiment which are extracted from voice recordings of previous ‘n’ interactions of the agent in the agent work-shift and related text thereof, which were converted from the voice recordings of the previous ‘n’ interactions of the agent in the agent work-shift. 
     Furthermore, in accordance with some embodiments of the present disclosure, the speech analysis score may be based on: (i) conversation speed; and (ii) conversation volume. 
     Furthermore, in accordance with some embodiments of the present disclosure, the received customer sentiment change may include: (i) transition from positive to negative or transition from negative to positive during an interaction; (ii) customer feedback for an interaction; (iii) channel switch during the interaction; and (iv) pattern of customer feedback. (i)-(iv) may be received for each previous ‘n’ interactions of the agent in the agent work-shift. 
     Furthermore, in accordance with some embodiments of the present disclosure, the performance Key Performance Indicators (KPI) score may be calculated by the workforce management according to: (i) Average Handle Time (AHT); (ii) occupancy rate in the contact center; and (iii) First Call Resolution (FCR) achieved. 
     Furthermore, in accordance with some embodiments of the present disclosure, the personal traits received from the workforce management system nay be calculated according to each previous ‘n’ interactions of the agent in the agent work-shift, according to: (i) a proficiency level of the agent used to route an interaction compared to proficiency level of the agent required to the interaction; (ii) level of patience during an interaction; (iii) phone etiquette; (iv) level of resourcefulness; and (v) number of channels multitasking. 
     Furthermore, in accordance with some embodiments of the present disclosure, the operating of the activities recommendation module may further include associating a weight for each activity of the one or more predetermined agent favorite activities before the calculating of the activity occurrence score, for each predetermined agent favorite activity that is included in the collected activities. 
     Furthermore, in accordance with some embodiments of the present disclosure, the rated list of recommended activities may have a preconfigured number of activities. 
     Furthermore, in accordance with some embodiments of the present disclosure, the rated list of recommended activities may be displayed on a display unit, on a preconfigured breaktime of the agent. 
     Furthermore, in accordance with some embodiments of the present disclosure, after the displaying of a rated list of recommended activities on a display unit, the agent may be enabled to: (i) select an activity from the list of recommended activities; (ii) and a time duration for the selected activity. 
     Furthermore, in accordance with some embodiments of the present disclosure, upon a start of the selected activity, a timer may be started, and the agent may be asked to select another activity to perform after the time duration of the selected activity is over. 
     Furthermore, in accordance with some embodiments of the present disclosure, the agent is provided with a list of activities to determine one or more activities as favorite activities. The agent&#39;s determined one or more activities as favorite activities may be stored in the database of agents related data. 
     Furthermore, in accordance with some embodiments of the present disclosure, each selected activity may be stored in the database of agents related data, as an agent history activity. 
     There is further provided, in accordance with some embodiments of the present disclosure, a computerized-system for an agent, in a contact center. 
     Furthermore, in accordance with some embodiments of the present disclosure, the computerized-system may include: a database of interactions data indexer; a database of user preferences; a memory to store the plurality of databases and a processor. The processor may be configured to operate an activities recommendation module, for one or more agents in a contact center, during a work-shift of an agent. 
     Furthermore, in accordance with some embodiments of the present disclosure, the activities recommendation module may be configured to: (i) operate a machine learning model to calculate a motivation score based on data aggregated by a data aggregator module; (ii) associate a preconfigured score range for the calculated motivation score; (iii) collect activities which were preassigned to a preconfigured score range from the database of interactions data indexer; (iv) retrieve one or more predetermined agent favorite activities for an agent from the database of user preferences; (v) retrieve one or more agent history activities from the database of user preferences, which are related to activities which were previously selected by the agent; (vi) calculate an activity occurrence score for each activity of the collected activities, which were preassigned to the preconfigured score range, by adding the: (a) motivation score; (b) the one or more predetermined agent favorite activities; and (c) the one or more agent history activities; and (vii) display a rated list of recommended activities for the agent, on a display unit, according to the calculated occurrence score. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  schematically illustrates a high-level diagram of operating an application for recommending activities for an agent, in accordance with some embodiments of the present disclosure; 
         FIGS. 2A-2B  are a high-level workflow of activities recommendation module, in accordance with some embodiments of the present disclosure; 
         FIG. 3  schematically illustrates components of a machine learning model to calculate a motivation score, in accordance with some embodiments of the present disclosure; 
         FIG. 4  is a high-level diagram of a machine learning model to calculate a motivation score, in accordance with some embodiments of the present disclosure; 
         FIG. 5  shows an example of a preconfigured score range for a calculated motivation score, recommended activity categories and activities related to the categories, in accordance with some embodiments of the present disclosure; 
         FIG. 6  is an example of activity occurrence score calculation for moderate motivation score (50%-80% motivation score), in accordance with some embodiments of the present disclosure; 
         FIG. 7  shows an example of an application screen display of a rated list of recommended activities for the agent, presented on a display unit, according to the calculated occurrence score, in accordance with some embodiments of the present disclosure; and 
         FIG. 8  shows an application screen display for selecting a duration of an activity presented on a display unit, in accordance with some embodiments of the present disclosure. 
     
    
    
     DETAILED DESCRIPTION 
     In the following detailed description, numerous specific details are set forth in order to provide a thorough understanding of the disclosure. However, it will be understood by those of ordinary skill in the art that the disclosure may be practiced without these specific details. In other instances, well-known methods, procedures, components, modules, units and/or circuits have not been described in detail so as not to obscure the disclosure. 
     Although embodiments of the disclosure are not limited in this regard, discussions utilizing terms such as, for example, “processing,” “computing,” “calculating,” “determining,” “establishing”, “analyzing”, “checking”, or the like, may refer to operation(s) and/or process(es) of a computer, a computing platform, a computing system, or other electronic computing device, that manipulates and/or transforms data represented as physical (e.g., electronic) quantities within the computer&#39;s registers and/or memories into other data similarly represented as physical quantities within the computer&#39;s registers and/or memories or other information non-transitory storage medium (e.g., a memory) that may store instructions to perform operations and/or processes. 
     Although embodiments of the disclosure are not limited in this regard, the terms “plurality” and “a plurality” as used herein may include, for example, “multiple” or “two or more”. The terms “plurality” or “a plurality” may be used throughout the specification to describe two or more components, devices, elements, units, parameters, or the like. Unless explicitly stated, the method embodiments described herein are not constrained to a particular order or sequence. Additionally, some of the described method embodiments or elements thereof can occur or be performed simultaneously, at the same point in time, or concurrently. Unless otherwise indicated, use of the conjunction “or” as used herein is to be understood as inclusive (any or all of the stated options). 
     The term “proficiency level of the agent” as used herein, refers to an input value that gives an indication as to the level of proficiency that is used to route an incoming interaction, according to the expected complexity of the interaction. 
     The term “First Call resolution (FCR)” as used herein, refers to a value which indicates if customer&#39;s issues have been resolved in the first attempt. 
       FIG. 1  schematically illustrates a high-level diagram of operating an application for recommending activities for an agent  100 , in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, an activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B  may be operated for one or more agents in a contact center, during a work-shift of an agent. The activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B  may calculate an activity occurrence score  120  according to: (i) a motivation score  105  of the agent; (ii) user favorites activities  110  and (iii) user history activities  115 . 
     According to some embodiments of the present disclosure, the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B  may calculate a motivation score  105  by operating a machine learning model, such as machine learning model  435 , in  FIG. 4 . The machine learning model may calculate the motivation score based on aggregated data by a data aggregator module, such as data aggregator module  425  in  FIG. 4 . 
     According to some embodiments of the present disclosure, the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B  may associate a preconfigured score range for the calculated motivation score and then may collect activities which were preassigned to a preconfigured score range, as shown in the example of a preconfigured score range for a calculated motivation score, recommended activity categories and recommended activities related to the recommended activity categories  600  in  FIG. 6  which will be explained below in detail. 
     According to some embodiments of the present disclosure, the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B  may be operated when an agent starts an application, such as application  130  for recommending activities for breaktime via the agent&#39;s computerized device. 
     According to some embodiments of the present disclosure, the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B  may display a rated list of reconmnended activities for the agent, on a display unit (not shown), according to the calculated activity occurrence score  120 . 
     According to some embodiments of the present disclosure, optionally, the application may retrieve all the activities from a database of activities (not shown) and may present on the application screen display of the rated list of recommended activities  125  for the agent, and all activities, on a display unit, according to the calculated activity occurrence score  120 , as shown in  FIG. 7 . 
     According to some embodiments of the present disclosure, a user, such as an agent in a contact center, may be enabled to select one of the recommended activities and its time duration  140 . 
     According to some embodiments of the present disclosure, the selected activity, may be stored as user history  155  in the database of agents related data. 
     According to some embodiments of the present disclosure, after the user selects an activity and its time duration, the breaktime activity starts and a timer to measure the breaktime may be operated. The timer may remind the agent to go back to work when the breaktime is over. An agent may be may enabled to take one or more breaktime activities by selecting duration of activity based on remaining available breaktime. 
     According to some embodiments of the present disclosure, after the user selects an activity and its duration, a session of the selected activity may be retrieved and then played by the application  130 . The breaktime activity may be meditation, calming music, desk exercises, dance fitness, stretching, yoga and other activities, which may be operated by the application  130  and may be presented on a display unit (not shown) that is associated with the user&#39;s computerized device. 
     According to some embodiments of the present disclosure, when the duration time of the activity is over, the agent may be asked, via the display unit, to select to perform another activity  150 . 
     According to some embodiments of the present disclosure, when the user does not want to perform any other breaktime activity after an activity is over, then the application may open again when the next breaktime is due. 
     According to some embodiments of the present disclosure, when the user, such as an agent in a contact center, would like to perform another breaktime activity  150 , the user may select an activity and time duration  140 . 
     According to some embodiments of the present disclosure, settings element  160  may be operated by application  130  to enable the agents to customize break frequency, break timings and select preferred activities. The agent may be further enabled by settings element  160  to select breaktime activities from a menu of options. For example, meditation, calming music, desk exercises, dance fitness, stretching, yoga and the like. 
     According to some embodiments of the present disclosure, settings element  160  may enable the agent to set favorite activities from a list of available breaktime activities and to set custom reminders for the agent for activities such as, washing hands etc. 
     According to some embodiments of the present disclosure, settings element  160  may be operated so that the breaktime activities will not be limited to the activity categories listed and their corresponding activities, but the category list and each category of activities may be extended to other categories and genres as required. User preferences as well as history activities which were selected by the user, may play an important role in the recommended break activities. 
     According to some embodiments of the present disclosure, settings element  160  may be operated to set reminders for activities, such as hydration and hand wash as well as the activities frequency and timing. 
       FIGS. 2A-2B  are a high-level workflow of activities recommendation module  200 , in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, operation  210  may comprise operating a machine learning model to calculate a motivation score based on aggregated data by a data aggregator module. 
     According to some embodiments of the present disclosure, operation  220  may comprise associating a preconfigured score range to the calculated motivation score. 
     According to some embodiments of the present disclosure, operation  230  may comprise collecting activities which were preassigned to the preconfigured score range from the database of interactions data indexer. 
     According to some embodiments of the present disclosure, operation  240  may comprise retrieving one or more predetermined agent favorite activities for the agent from the database of user preferences. 
     According to some embodiments of the present disclosure, operation  250  may comprise retrieving one or more agent history activities from the database of user preferences, which were previously selected by the agent. 
     According to some embodiments of the present disclosure, operation  260  may comprise calculating an activity occurrence score for each activity of the collected activities, which were preassigned to the preconfigured score range, by adding the: (a) motivation score; (b) the one or more predetermined agent favorite activities; and (c) the one or more agent history activities. 
     According to some embodiments of the present disclosure, operation  270  may comprise displaying a rated list of recommended activities for the agent, on a display unit, according to the calculated activity occurrence score. 
       FIG. 3  schematically illustrates components of a machine learning model to calculate a motivation score  300 , in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, each interaction between a customer an agent in a contact center may be recorded by recording applications  305  and stored in a database (not shown). The recorded interactions may be forwarded by the recording applications  305  to analytics applications  310 . 
     According to some embodiments of the present disclosure, a data aggregator module  325  may aggregate data from the analytics application  310 , a workforce management  320  and an Automatic Call Distributor (ACD)  315 . 
     According to some embodiments of the present disclosure, the data aggregator module  325  may receive (i) sentiment analysis score; (ii) speech analysis score; and (iii) customer sentiment change, from the analytics applications  310 . 
     According to some embodiments of the present disclosure, the data aggregator module  325  may further receive (i) performance Key Performance Indicators (KPI) score; and (ii) personal traits, from the workforce management system  320 . The workforce management system may provide the data based on agent assessment scores, which were calculated and stored by the contact center&#39;s tool to evaluate agents&#39; performance, behavior and traits. 
     According to some embodiments of the present disclosure, the data aggregator module  325  may further receive a proficiency level of the agent used to route an interaction compared to proficiency level of the agent required to the interaction and a communication channel, from an Automatic Call Distributor (ACD) system  315 . The ACD has this data available and used for distributing incoming interactions based on skill and level of proficiency to attend the customer. 
     According to some embodiments of the present disclosure, the sentiment analysis score may be calculated by the analytics application, according to (i) physical stress voice; (ii) change in stress voice; and (iii) text analysis-based sentiment, which are extracted from voice recordings of previous ‘n’ interactions of the agent in the agent work-shift and related text thereof, which were converted from the voice recordings of the previous ‘n’ interactions of the agent in the agent work-shift. The recordings of previous ‘n’ interactions of the agent in the agent work-shift may be received by the analytics applications  310 , from recording applications  305 . 
     According to some embodiments of the present disclosure, the speech analysis score may be calculated by the analytics applications  310  and may be based on: (i) conversation speed; and (ii) conversation volume, of the previous ‘n’ interactions of the agent in the agent work-shift. The recordings of previous ‘n’ interactions of the agent in the agent work-shift may be received by the analytics applications  310 , from recording applications  305 . 
     According to some embodiments of the present disclosure, the customer sentiment change may be calculated by the analytics applications  310  and may include (i) transition from positive to negative or transition from negative to positive during an interaction; (ii) customer feedback for an interaction; (iii) channel switch during the interaction; and (iv) pattern of customer feedback. (i)-(iv) may be received for each previous ‘n’ interactions of the agent in the agent work-shift. The recordings of previous ‘n’ interactions of the agent in the agent work-shift may be received by the analytics applications  310 , from recording applications  305 . 
     According to some embodiments of the present disclosure, the performance Key Performance Indicators (KPI) score may be calculated by the workforce management system  320  according to: (i) Average Handle Time (AHT); (ii) occupancy rate in the contact center; and (iii) First Call Resolution (FCR) achieved. The workforce management system  320  may receive the data for the calculation from analytics applications  310 . 
     According to some embodiments of the present disclosure, the personal traits received from the workforce management system  320  may be calculated according to each previous ‘n’ interactions of the agent in the agent work-shift, according to: (i) a proficiency level of the agent used to route an interaction compared to proficiency level of the agent required to the interaction; (ii) level of patience during an interaction; (iii) phone etiquette; (iv) level of resourcefulness; and (v) number of channels multitasking. 
     According to some embodiments of the present disclosure, the data aggregator module  325  may forward the aggregated data to a database, such as interaction data indexer  330 . A machine learning model  335  may calculate a motivation score  340  based on the aggregated data by the data aggregator module  325 . 
     According to some embodiments of the present disclosure, operating of the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B , may associate a preconfigured score range for the calculated motivation score  340 . Then, the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B , may collecting activities which were preassigned to the preconfigured score range from the database of interactions data indexer  330  and may retrieve one or more predetermined agent favorite activities, i.e., user preferences  350 , for the agent from the database of user preferences (not shown). 
     According to some embodiments of the present disclosure, operating of the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B , may further retrieve one or more agent history activities  355  from the database of user preferences, which were previously selected by the agent during previous breaktimes. 
     According to some embodiments of the present disclosure, the selection of activities which by the agent may be operated by the agent by a list of activities, may be presented on a display unit, via an application, such as application  130  in  FIG. 1 , to determine one or more activities as favorite activities, i.e., user preferences  350 . The agent&#39;s determined one or more activities as favorite activities may be stored in the database of agents related data (not shown). 
     According to some embodiments of the present disclosure, operating of the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B , may further calculate an activity occurrence score  345  for each activity of the collected activities, which were preassigned to the preconfigured score range, by adding the: (a) motivation score  340 ; (b) the one or more predetermined agent favorite activities, i.e., user preferences  350 ; and (c) the one or more agent history activities. 
     According to some embodiments of the present disclosure, the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-28 , may display a rated list of recommended activities for the agent, on a display unit, according to the calculated activity occurrence score  345 . The rated list of recommended activities may be displayed via an application, such as application  130  in  FIG. 1  that communicating over a communication channel with the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B . 
     According to some embodiments of the present disclosure, operating of the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B , may optionally include associating a weight for each activity of the one or more predetermined agent favorite activities before the calculating of the activity occurrence score  345 , such as activity occurrence score  120  in  FIG. 1 , for each predetermined agent favorite activity that is included in the collected activities. 
     According to some embodiments of the present disclosure, each selected activity via an application, such as application  130  in  FIG. 1 , during breaktime, may be stored in the database of agents related data, as an agent history activity. 
     According to some embodiments of the present disclosure, machine learning model to calculate a motivation score  300  may be built in an iterative process. The operations may include data collection, data preprocessing, training and model evaluation and algorithm selection. 
     According to some embodiments of the present disclosure, the data collection may include collecting data that is required to train the machine learning model. The data may reside in various applications such as ACD, Quality management, Analytics and Workforce optimization. Historical data may be required to train the machine learning model. The data aggregator module, such as data aggregator module  325 , may be utilized to collate this data. The data that is retrieved from the various applications may be labeled to use it to train the machine learning model. The collected data may include: (i) sentiment analysis score; (ii) speech analysis score; (iii) customer sentiment change; (iv) performance Key Performance Indicators (KPI) score; and (v) personal traits. 
     According to some embodiments of the present disclosure, data preprocessing may include handling missing data, encoding categorical data, splitting data into training and test data and feature scaling. Any missing data for numerical features may be replaced by the average of the data present for that feature. One hot encoding technique may be used for encoding the categorical data where multiple categories are present in a feature. Label encoding to be used to encode the data where only two categories are present including the dependent variable. 
     According to some embodiments of the present disclosure, 80% of the data may be used as the training set and 20% will be used as the test set. The percentage of test and training data might be varied while training the model. 
     According to some embodiments of the present disclosure, once the data preprocessing is done the models may be trained with various classification algorithms. These models will be evaluated and compared. The algorithms may be selected from multiple linear regression, logistic regression and support vector machine. 
     According to some embodiments of the present disclosure, the model evaluation may be one of the crucial steps along with the data preparation. Various methodologies like Root Mean Square Error (RMSE), Adjusted R Square, Mean Absolute Error (MAE) may be used to evaluate the machine learning model prediction. Once the machine learning model is identified then it may be used to predict the motivation score. Typically, machine learning models are serialized (e.g., pickle file) and Application Programming Interface (API)s are exposed to their utilization. 
       FIG. 4  is a high-level diagram of a machine learning model to calculate a motivation score  400 , in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, a motivation score such as motivation score  340 , in  FIG. 3  and motivation score  105  in  FIG. 1 , may be calculated based on (i) sentiment analysis score, according to sentiment analysis such as sentiment analysis  430 ; (ii) speech analytics score base on speech analytics, such as speech analytics  435 ; (iii) customer sentiment change, such as customer sentiment change  440 ; (iv) performance KPI score, such as performance KPI score  445  and (v) personal traits, such as personal traits  450 . 
     According to some embodiments of the present disclosure, a sentiment analysis score may be calculated by a sentiment analysis, such as sentiment analysis  430 . The sentiment analysis may be calculated by an analytics application, such as analytics application  310  in  FIG. 3 , according to several variables  405 , e.g., (i) physical stress voice; (ii) change in stress voice; and (iii) text analysis-based sentiment which are extracted from voice recordings of previous ‘n’ interactions of the agent and related text thereof, which were converted from the voice recordings of the previous ‘n’ interactions of the agent. 
     According to some embodiments of the present disclosure, the sentiment analysis score may be calculated according to formula I: 
     
       
         
           
             SA 
             = 
             
               
                 
                   ∑ 
                   
                     i 
                     = 
                     1 
                   
                   n 
                 
                 ⁢ 
                 
                   T 
                   i 
                 
               
               n 
             
           
         
       
     
     Whereby: 
     T—variable
 
SA—sentiment analysis
 
n—number of interactions
 
     According to some embodiments of the present disclosure, a speech analysis score may be calculated by speech analytics, such as sentiment analysis  435 , which may be based on variables  410 , e.g., (i) conversation speed; and (ii) conversation volume. 
     According to some embodiments of the present disclosure, the speech analytics  435 , may be calculated according to formula II: 
     
       
         
           
             SA 
             = 
             
               
                 
                   ∑ 
                   
                     i 
                     = 
                     1 
                   
                   n 
                 
                 ⁢ 
                 Mi 
               
               n 
             
           
         
       
     
     Whereby: 
     M—variable
 
SA—sentiment analytics
 
n—number of interactions
 
     According to some embodiments of the present disclosure, customer sentiment change  440 , may be calculated by the analytics applications  310  in  FIG. 3  and may include (i) transition from positive to negative or transition from negative to positive during an interaction; (ii) customer feedback for an interaction; (iii) channel switch during the interaction; and (iv) pattern of customer feedback. (i)-(iv) are received for each previous ‘n’ interactions of the agent in the agent work-shift. 
     According to some embodiments of the present disclosure, performance Key Performance Indicator (KPI) score, such as performance KPI score  445 , may be calculated by a workforce management system, such as workforce management  320 , in  FIG. 3 , according to several variables  420  e.g., (i) Average Handle Time (AHT); (ii) occupancy rate in the contact center; and (iii) First Call Resolution (FCR) achieved. 
     According to some embodiments of the present disclosure, performance Key Performance Indicator (KPI) score  445 , may be calculated according to formula III: 
     
       
         
           
             kpi 
             = 
             
               
                 
                   ∑ 
                   
                     i 
                     = 
                     1 
                   
                   n 
                 
                 ⁢ 
                 Ki 
               
               n 
             
           
         
       
     
     Whereby: 
     K—variable
 
n—number of interactions
 
     According to some embodiments of the present disclosure, personal traits  450  may be received from the workforce management system, such as workforce management  320 , in  FIG. 3 , and may be calculated according to each previous ‘n’ interactions of the agent in the agent work-shift by several variables  425  e.g., (i) a proficiency level of the agent used to route an interaction compared to proficiency level of the agent required to the interaction; (ii) level of patience during an interaction; (iii) phone etiquette; (iv) level of resourcefulness; and (v) number of channels multitasking. 
     According to some embodiments of the present disclosure, personal traits  450  may be received from the workforce management system, such as workforce management  320 , in  FIG. 3  and may be calculated according to formula (iv): 
     
       
         
           
             PT 
             = 
             
               
                 
                   ∑ 
                   
                     i 
                     = 
                     1 
                   
                   n 
                 
                 ⁢ 
                 Qi 
               
               n 
             
           
         
       
     
     Whereby: 
     Q—variable
 
PT—personal traits
 
n—number of interactions
 
     According to some embodiments of the present disclosure, a machine learning model to calculate a motivation score, such as machine learning model  335  in  FIG. 3 , may be operated. The machine learning model may include retrieving data of the agent work-shift, from the database of interactions data indexer, such as database of interaction data indexer  330  in  FIG. 3 . 
     According to some embodiments of the present disclosure, the retrieved data may include (i) sentiment analysis score, according to sentiment analysis  430 ; (ii) speech analysis score, according to speech analytics  435 ; (iii) customer sentiment change  440 ; (iv) performance Key Performance Indicators (KPI) score  445 ; and (v) personal traits  450 . 
     According to some embodiments of the present disclosure, the machine learning model, such as machine learning model  335  in  FIG. 3 , may calculate the motivation score  455 , such as motivation score  340  in  FIG. 3 , according to the retrieved data. 
     According to some embodiments of the present disclosure, the motivation score may be calculated according to formula V: 
     
       
         
           
             MS 
             = 
             
               
                 
                   ∑ 
                   
                     i 
                     = 
                     1 
                   
                   n 
                 
                 ⁢ 
                 
                   S 
                   i 
                 
               
               n 
             
           
         
       
     
     Whereby: 
     s—sentiment analysis score, speech analytics score, customer sentiment change, performance KPI score and personal traits
 
MS—motivation score
 
n—number of interactions.
 
       FIG. 5  shows an example of a preconfigured score range for a calculated motivation score, recommended activity categories and activities related to the categories  500 , in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, a low motivation score  510  may be in a score range  550  that is less than 50%. The associated recommended activity category  560  which may be assigned may be calming activities and the associated recommended activities based on motivation score  570  may include: Meditation, Yoga, Pranayama, Nap Music, Calming Music, Emotional well-being. 
     According to some embodiments of the present disclosure, a moderate motivation score  520  may be in a score range  550  of 50%-80%. The associated recommended activity category  560  which may be assigned may be Healthy body and Entertainment bites and the associated recommended activities based on motivation score  570  may include Desk stretching, Dance fitness, Ergonomics, Inspirational stories/Motivational stories, Standup comedy, News in shorts, Shorts stories, Comic strips. 
     According to some embodiments of the present disclosure, a high motivation score  530  may be in a score range more than 80%. The associated recommended activity category  560  which may be assigned may be Healthy body and Entertainment bites and Brain teasers and the associated recommended activities based on motivation score  570  may include Desk stretching, Dance fitness, Ergonomics, Inspirational stories/Motivational stories, Standup comedy, News in shorts, Shorts stories, Comic strips, puzzles, crosswords, sudoku. 
       FIG. 6  is an example of activity occurrence score calculation  600  for moderate motivation score (50%-80% motivation score), in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, operating of the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B , may calculate an activity occurrence score, such as activity occurrence score  120  in  FIG. 1 , and activity occurrence score  345  in  FIG. 3 , for each activity of collected activities  620 , which were preassigned to a preconfigured score range. For example, for moderate motivation score of 50%-80%. 
     The calculation of activity occurrence score may be operated by adding the: (a) motivation score  630 ; (b) the one or more predetermined agent favorite activities, such as user favorites  640 ; and (c) the one or more agent history activities, such as user history  650 . 
     According to some embodiments of the present disclosure, for each activity which was preassigned to the preconfigured score range from a database of interactions data indexer, such as interaction data indexer  330  in  FIG. 3 , based on the motivation score, such as score range  520  in  FIG. 5 , e.g., moderate motivation score of 50%-80%, may be calculate an activity occurrence score  660 . 
     According to some embodiments of the present disclosure, the motivation score, such as motivation score  455  in  FIG. 4  and such as motivation score  105  in  FIG. 1 , may be calculated based on (i) sentiment analysis score; (ii) speech analysis score; (iii) customer sentiment change; (iv) performance Key Performance Indicators (KPI) score; and (v) personal traits, and calculated according to formula V shown above. 
     According to some embodiments of the present disclosure, operating of the activities recommendation module, such as activities recommendation module  200  in  FIGS. 2A-2B , may include associating a weight for each activity of the one or more predetermined agent favorite activities before the calculating of the activity occurrence score  600 , for each predetermined agent favorite activity that is included in the collected activities. For example, the user favorites activities  640  which were selected by the settings element  160  in  FIG. 1 , dance fitness, standup comedy and meditation may be assigned a 200% weight and may be multiplied by two for the activity occurrence score calculation. 
     According to some embodiments of the present disclosure, for example, when user favorites  640  includes the activities dance fitness, standup comedy and mediation and when a weight of 200% is assigned to each one of the activities, and the user has previously selected to practice dance fitness and comic strips these activities may be presented in a rated list of recommended activities for the agent, on a display unit. 
       FIG. 7  shows an example of an application screen display of a rated list of recommended activities for the agent, presented on a display unit, according to the calculated occurrence score, in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, a screen display of an energy break  710  may be presented to an agent on a display unit. Activities meditation  715  and eye exercise  720  may be shown on the list of recommended for you. The rated list of recommended activities may be presented according to a calculated activity occurrence score, such as activity occurrence score  120  in  FIG. 1 , and such as activity occurrence score  345  in  FIG. 3 . 
     According to some embodiments of the present disclosure, optionally, the application, such as application  130  in  FIG. 1 , may retrieve all the activities from a database of activities (not shown) and may present it on the application screen display. For example, desk stretching  725 , dance fitness  730 , eye exercise  740  inspiring video  745 , meditation  750 , nap music  755 , short story  760  and stand-up comedy  765 . 
       FIG. 8  shows an application screen display for selecting a duration of an activity presented on a display unit, in accordance with some embodiments of the present disclosure. 
     According to some embodiments of the present disclosure, after the displaying of a rated list of recommended activities on a display unit, e.g., recommended activities  715  and  720  in  FIG. 7 , the agent may be enabled to: (i) select an activity from the list of recommended activities; (ii) and a time duration for the selected activity. 
     According to some embodiments of the present disclosure, for example, the agent may select meditation activity, such as meditation  715  in  FIG. 7 . For the meditation activity, the agent may be enables to select time duration  820 . 
     According to some embodiments of the present disclosure, the selected time duration may be for example, 1 minute. Other options for time duration of the activity may be 3 minute, 5 minute, 7 minute and 10 minute. 
     It should be understood with respect to any flowchart referenced herein that the division of the illustrated method into discrete operations represented by blocks of the flowchart has been selected for convenience and clarity only. Alternative division of the illustrated method into discrete operations is possible with equivalent results. Such alternative division of the illustrated method into discrete operations should be understood as representing other embodiments of the illustrated method. 
     Similarly, it should be understood that, unless indicated otherwise, the illustrated order of execution of the operations represented by blocks of any flowchart referenced herein has been selected for convenience and clarity only. Operations of the illustrated method may be executed in an alternative order, or concurrently, with equivalent results. Such reordering of operations of the illustrated method should be understood as representing other embodiments of the illustrated method. 
     Different embodiments are disclosed herein. Features of certain embodiments may be combined with features of other embodiments; thus, certain embodiments may be combinations of features of multiple embodiments. The foregoing description of the embodiments of the disclosure has been presented for the purposes of illustration and description. It is not intended to be exhaustive or to limit the disclosure to the precise form disclosed. It should be appreciated by persons skilled in the art that many modifications, variations, substitutions, changes, and equivalents are possible in light of the above teaching. It is, therefore, to be understood that the appended claims are intended to cover all such modifications and changes as fall within the true spirit of the disclosure. 
     While certain features of the disclosure have been illustrated and described herein, many modifications, substitutions, changes, and equivalents will now occur to those of ordinary skill in the art. It is, therefore, to be understood that the appended claims are intended to cover all such modifications and changes as fall within the true spirit of the disclosure.