System and method of real-time automated determination of problem interactions

An automated computerized method for determining if an interaction is likely to require supervisor assistance, comprising:

• receiving an interaction;
• performing a metadata analysis of the interaction to generate interaction metadata for the received interaction, wherein the interaction metadata includes the type of interaction, the sentiment of the interaction, the duration of time between the interaction and a previous related interaction, and the number of times the interaction has been transferred;
• generating interaction metadata for the interaction based on the metadata analysis;
• performing an interaction analysis of the interaction metadata to determine an interaction score for the interaction;
• determining an interaction score for the interaction based on the interaction analysis;
• comparing the interaction score to an interaction quality threshold;
• and
• passing a notice of the interaction to a supervisor representative if the interaction score is higher than the interaction quality threshold.

An automated computerized method for determining if an interaction is likely to require supervisor assistance, comprising:

• receiving an interaction at a metadata analytics service (MAS) unit, wherein the interaction is either an outgoing interaction or an incoming interaction;
• performing a metadata analysis of the interaction using a MAS software module on a MAS unit to evaluate content of the interaction;
• generating interaction metadata for the interaction based on the metadata analysis of the MAS software module, wherein the interaction metadata includes the sentiment of the interaction and at least one additional metadata parameter;
• passing the interaction metadata to an interaction analysis engine (IAE);
• storing the interaction and the interaction metadata in a MAS storage;
• performing an interaction analysis of the interaction metadata using an IAE software module by applying a set of predetermined criteria to the interaction metadata to determine an interaction score for the interaction;
• assigning an interaction score to the interaction;
• comparing the interaction score to an interaction quality threshold;
• passing a notice of the interaction to a supervisor representative if the interaction score is higher than the interaction quality threshold;
• and
• storing the interaction, interaction metadata, and interaction score in a IAE storage.