Devices, systems, and methods for intelligent stress level detection

A data processing system for intelligently determining a stress level of an agent at a contact center, the data processing system comprising:

• a memory for storing one or more modules;
• a processor configured to access the memory and to process:
• an identification module that is configured to identify, based on parsing customer interaction data during a customer interaction, an agent stress level and one or more escalation factors that are indicative of an escalation of stress;
• an aggregation module that is configured to aggregate the one or more escalation factors that have been identified into a total stress level;
• and
• a presentation module that is configured to present one or more stress reduction suggestions for reducing the total stress level, the one or more stress reduction suggestions having a stress mitigation factor that act oppositely to the one or more escalation factors and having a less stressful task than that associated with the one or more escalation factors.

A non-transitory computer-readable medium that stores instructions that, when executed by one or more processors, causes the one or more processors to:

• identify, based on parsing customer interaction data during a customer interaction, an agent stress level and one or more escalation factors that are indicative of an escalation of stress;
• aggregate the one or more escalation factors that have been identified into a total stress level;
• and
• present one or more stress reduction suggestions for reducing the total stress level, the one or more stress reduction suggestions having a stress mitigation factor that act oppositely to the one or more escalation factors or having a less stressful task than that associated with the one or more escalation factors.