Patent ID: 11616880

Abstract:
A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module. The ASSI-scoring module may include: (a) retrieving agent's set-of-skills and call details, during a first-preconfigured-period and one or more agent's interactions conducted during the first-preconfigured-period and related interaction-level (KPI)s; (b) organizing the retrieved one or more agent's interactions in one or more groups by one or more second-preconfigured-periods; (c) checking a duration of each skill from the retrieved set-of-skills if it is assigned to the agent above a preconfigured-period-threshold to be marked as a related-skill; (d) for each group, calculating a skill-core based on a calculated evaluation-sum of each interaction in the group that is associated with a related-skill; (e) calculating an ASSI-score based on the calculated one or more skill scores; and (f) sending the calculated ASSI-score to an application to be presented via a UI thereof.