System and method for automatic quality management and coaching

A method for generating a customized coaching session for an agent, the method comprising:

• receiving, by a processor, one or more evaluations of interactions involving the agent, each of the evaluations being computed based on an evaluation form and an interaction, the evaluation form comprising a plurality of evaluation questions, the evaluation comprising a plurality of answers corresponding to the evaluation questions, each question comprising a rule associated with one or more topics, each of the topics comprising one or more words or phrases, each answer of the answers being automatically calculated for a corresponding evaluation question of the evaluation questions by:
• searching, by the processor, the interaction for the one or more words or phrases of each of the one or more topics of the rule to generate a search result comprising one or more detected topics of the interaction;
• and
• calculating, by the processor, the answer to the evaluation question in accordance with the rule and the one or more detected topics of the interaction;
• computing, by the processor, one or more aggregated quality metrics in accordance with the answers of the one or more evaluations;
• comparing, by the processor, each of the one or more aggregated quality metrics against corresponding threshold values;
• identifying, by the processor, one or more underperforming quality metrics in accordance with the comparisons of the aggregated quality metrics with the threshold values;
• generating, by the processor, the customized coaching session in accordance with the identified one or more underperforming quality metrics;
• and
• outputting, by the processor, the customized coaching session,
• wherein the method further comprises, for each of the one or more underperforming quality metrics:
• identifying portions of the interactions corresponding to the answer corresponding to the evaluation question;
• and
• adding the identified portions to the customized coaching session as examples of prior performance of the agent on the underperforming quality metric.

A method for automatic monitoring of performance trends based on evaluations of all agents, comprising:

• receiving, by a processor, a plurality of evaluations involving a plurality of different agents, each of the evaluations comprising one or more quality metrics;
• comparing, by the processor, each of the one or more quality metrics with a corresponding threshold value;
• identifying, by the processor, a metric of the one or more quality metrics that fails to meet the corresponding threshold value;
• calculating, by the processor, a level of correlation of the metric between agents;
• identifying, by the processor, the metric as being an individual metric when the correlation is low;
• identifying, by the processor, the metric as being a group metric when the correlation is high;
• identifying, by the processor, a process issue corresponding to the metric when substantially all of the agents fail to meet the corresponding threshold value with respect to the metric;
• and
• outputting, by the processor, a classification of the metric in accordance with the individual metric, the group metric, and the process issue.

A system comprising:

• a processor;
• memory storing instructions that, when executed by the processor, cause the processor to:
• receive an evaluation form comprising a plurality of evaluation questions;
• receive an interaction to be evaluated by the evaluation form;
• select an evaluation question of the evaluation form, the evaluation question comprising a rule associated with one or more topics, each of the topics comprising one or more words or phrases;
• search the interaction for the one or more topics of the rule by identifying the presence of one or more words or phrases in the interaction that are among the one or more words or phrases of each of the one or more topics of the rule to generate a search result comprising one or more detected topics of the interaction;
• calculate an answer to the evaluation question in accordance with the rule and the search result comprising the one or more detected topics of the interaction;
• and
• output the calculated answer to the evaluation question of the evaluation form.

A system comprising:

• a processor;
• memory storing instructions that, when executed by the processor, cause the processor to generate a customized coaching session for an agent by:
• receiving one or more evaluations of interactions involving the agent, each of the evaluations being computed based on an evaluation form and an interaction, the evaluation form comprising a plurality of evaluation questions, the evaluation comprising a plurality of answers corresponding to the evaluation questions, each question comprising a rule associated with one or more topics, each of the topics comprising one or more words or phrases, each answer of the answers being automatically calculated for a corresponding evaluation question of the evaluation questions by:
• searching the interaction for the one or more words or phrases of each of the one or more topics of the rule to generate a search result comprising one or more detected topics of the interaction;
• and
• calculating the answer to the evaluation question in accordance with the rule and the one or more detected topics of the interaction;
• computing one or more aggregated quality metrics in accordance with the answers of the one or more evaluations;
• comparing each of the one or more aggregated quality metrics against corresponding threshold values;
• identifying one or more underperforming quality metrics in accordance with the comparisons of the aggregated quality metrics with the threshold values;
• generating the customized coaching session in accordance with the identified one or more underperforming quality metrics;
• and
• outputting the customized coaching session,
• wherein the memory further stores instructions that, when executed by the processor, cause the processor to, for each of the one or more underperforming quality metrics:
• identify portions of the interactions corresponding to the answer corresponding to the evaluation question;
• and
• add the identified portions to the customized coaching session as examples of prior performance of the agent on the underperforming quality metric.

A system comprising:

• a processor;
• memory storing instructions that, when executed by the processor, cause the processor to:
• receive a plurality of evaluations involving a plurality of different agents, each of the evaluations comprising one or more quality metrics;
• compare each of the one or more quality metrics with a corresponding threshold value;
• identify a metric of the one or more quality metrics that fails to meet the corresponding threshold value;
• calculate a level of correlation of the metric between agents;
• identify the metric as being an individual metric when the correlation is low;
• identify the metric as being a group metric when the correlation is high;
• identify a process issue corresponding to the metric when substantially all of the agents fail to meet the corresponding threshold value with respect to the metric;
• and
• output a classification of the metric in accordance with the individual metric, the group metric, and the process issue.