System and method for measuring agent-burnout index and identifying a root-cause in a contact center

A computerized-method for calculating an agent-burnout index and identifying root-cause factors, said computerized-method comprising:

• (i) for each agent in an agents-database:
• a. calculating the agent-burnout index by operating a burnout-detection module, and storing the agent-burnout index in the agents-database,
• wherein said agent-burnout index indicates a level of stress and exhaustion of the agent;
• b. identifying root-cause factors of the calculated agent-burnout index by operating root-cause analyzer module, and storing the identified root-cause factors in the agents-database;
• and
• (ii) automatically sending a push-notification to a user with details of agent-burnout index for each agent in the agents-database, wherein said push-notification is displayed via a User Interface (UI) associated to a Workforce Management (WFM) application that is running on a computerized-device of the user.