Credibility Divergence Score for Contact Center Agent Evaluation
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Solution Overview
Problem
Contact centers face challenges in evaluating agent credibility over a longer time period, often leading to immediate and potentially inappropriate disciplinary actions due to temporary performance issues.
Innovation Solution
The system evaluates agent credibility by calculating a Credibility Divergence Determinant (CDD) score, which is based on past performance indicators, customer feedback, and manager feedback, allowing for a holistic assessment of agent credibility over time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If immediate disciplinary actions are taken based on temporary performance issues, then quick performance improvement may be achieved, but agent morale and productivity deteriorate
Solution Approach 1:
The system performs preliminary analysis by calculating the CDD score using historical performance data before initiating disciplinary actions. This preliminary assessment ensures that only agents with genuinely divergent credibility patterns (not temporary dips) receive intervention, preventing premature actions that would harm morale while still addressing real performance issues
Solution Approach 2:
The system implements a feedback mechanism where the CDD score continuously monitors agent performance trends over time. By comparing current performance against historical baselines and detecting significant deviations, the system provides supervisors with data-driven feedback about when disciplinary action is warranted versus when performance fluctuations are normal, enabling timely and appropriate interventions
2Reliability
If holistic evaluation over longer time period is implemented, then agent morale and accuracy of disciplinary action are improved, but evaluation time and complexity increase
Solution Approach 1:
The system enables self-service evaluation by automatically calculating CDD scores using stored historical performance data without requiring manual supervisor analysis. The automated computation of credibility divergence determinants based on pre-collected KPIs, customer feedback, and manager feedback eliminates time-consuming manual evaluation while maintaining comprehensive long-term assessment accuracy
Solution Approach 2:
The system performs preliminary data collection and storage of performance metrics, customer feedback, and manager evaluations in advance. This pre-processing of data allows the CDD score calculation to be executed quickly when needed, as the foundational information is already organized and accessible, reducing the time required for holistic evaluation
Data Source
AI summary
Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.