Real-time Agent Performance Feedback System
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Solution Overview
Problem
Traditional feedback systems for agents conducting client calls or chats provide raw data that lacks clarity and context, failing to effectively communicate performance evaluation and improvement suggestions, and often do not offer real-time evaluation to help agents adjust their performance.
Innovation Solution
A system that evaluates performance metrics based on measurable parameters, calculates weights for each metric, and provides an overall performance score to agents in real-time, allowing for adjustments during live interactions to improve client satisfaction and future performance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional feedback systems provide raw data and statistics, then data completeness is maintained, but clarity and contextual understanding of performance evaluation deteriorates
Solution Approach 1:
The patent introduces a feedback composition system that acts as an intermediary between raw performance data and agents. This system processes multiple data sources (call recordings, transcripts, metrics) and transforms them into synthesized feedback with contextual understanding, including weighted performance scores and actionable insights, rather than presenting raw data directly to agents.
Solution Approach 2:
The system enables self-service feedback generation by automatically analyzing agent performances through AI/ML models that evaluate calls, chats, and interactions. The feedback is composed and delivered without manual supervisor intervention for each individual case, while still providing personalized, contextualized evaluations to agents.
2Measurement precision
If traditional feedback systems provide comprehensive performance data, then assessment thoroughness is improved, but real-time evaluation capability deteriorates
Solution Approach 1:
The system performs preliminary analysis of performance data by pre-processing and evaluating interactions as they occur or immediately after completion. Weighted metrics and performance scores are calculated in advance, enabling near real-time feedback delivery while maintaining thorough evaluation through multiple data point analysis.
Solution Approach 2:
The feedback system dynamically adjusts evaluation based on live performance data. Weights for different metrics can be modified in real-time based on current performance trends, and feedback is continuously updated as new data becomes available during or after interactions, balancing thoroughness with speed.
3Ease of operation
If simple raw statistics are provided to agents, then feedback system complexity is reduced, but agent ability to understand improvement areas deteriorates
Solution Approach 1:
The patent segments feedback into distinct, manageable components including weighted performance scores for different metrics (quality, quantity, timeliness), specific actionable insights, and categorized improvement areas. This segmentation makes complex performance data easier to understand while preserving comprehensive improvement guidance through structured presentation.
4Stability of the object's composition
If traditional feedback systems use fixed evaluation criteria, then system stability is maintained, but adaptability to changing expectations and needs deteriorates
Solution Approach 1:
The system allows dynamic parameter changes in performance evaluation by adjusting weights for different metrics based on changing business needs, agent performance levels, and organizational priorities. The underlying evaluation framework remains stable, but the weighting parameters can be modified to adapt to new expectations and requirements without redesigning the entire system.
Data Source
AI summary
Media, method and system are described for creating and operating software capable of performing steps to provide an agent with feedback from a supervisor on current performance interacting with a client. Embodiments of the invention calculate values of performance metrics and assign each a weight contributing to an overall performance score. Embodiments of the invention further calculate the overall performance score and transmit it for presentation to the agent in such a way that a clear indication of success and/or desired change in performance can be easily understood.