Form Assessment Module for Contact Center Evaluation Routing
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Solution Overview
Problem
Current contact center quality planning systems require manual selection of evaluation forms by managers, leading to inefficiencies, errors, and increased time spent on evaluations, especially in large accounts with multiple lines of business.
Innovation Solution
A system utilizing a Form Assessment Consolidation Module (FACM) that calculates a Form Divergence Determinant (FDD) score to automatically recommend the most suitable evaluation form for a given interaction, reducing manual intervention and errors.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual selection of evaluation forms is used, then evaluators can choose forms based on their judgment, but it consumes significant time (up to 30 seconds per evaluation) and leads to errors in form selection
Solution Approach 1:
The system enables automatic form selection through algorithms that analyze interaction metadata and match it with appropriate evaluation forms, eliminating the need for manual evaluator intervention in the selection process
Solution Approach 2:
The system pre-configures multiple evaluation forms with specific criteria and rules before interactions occur, allowing automatic matching and selection based on pre-established parameters, thus eliminating real-time manual selection needs
2Adaptability or versatility
If a single evaluation form is provided to all evaluators, then the system is simple to manage, but it cannot qualify as the best form for all agents or evaluators or for all customer interactions
Solution Approach 1:
The system divides the evaluation form selection into multiple segments by creating different evaluation forms tailored to specific interaction types, channels, and business units, with automatic routing to the appropriate form based on interaction characteristics
Solution Approach 2:
The system creates a universal form management framework that can handle multiple evaluation forms with different criteria, allowing a single system to serve diverse evaluation needs across different interaction types and business units
3Productivity
If quality team is shared across multiple lines of business, then resource utilization is improved, but the team becomes short-staffed and rushed, leading to more errors in form selection
Solution Approach 1:
The automatic form selection system performs the selection task autonomously without requiring quality team members to manually choose forms, reducing their workload and allowing them to focus on actual evaluation activities
Solution Approach 2:
The system provides feedback mechanisms that track form selection accuracy and system performance, allowing continuous improvement of the automatic selection algorithms based on actual evaluation outcomes
Data Source
AI summary
Agent evaluation 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 an interaction divergence range for each of a plurality of interaction parameters for the recorded interaction; calculating a form divergence determinant (FDD) score for each of a plurality of evaluation forms, wherein the lower the FDD score, the more suitable an evaluation form is for the recorded interaction; filtering out evaluation forms having an FDD score greater than a predefined threshold; ranking evaluation forms having an FDD score lower than the predefined threshold based on their FDD score; and providing a list of the ranked evaluation forms to a supervisor of the contact center agent.