Systems and methods for automated contact center management based on analysis of agent state

A system for automated management of a plurality of electronic communications, the system comprising:

• one or more hardware processors configured to:
• route the plurality of electronic communications to a plurality of agents;
• monitor interactions between the plurality of agents and a plurality of users participating in the plurality of electronic communications, wherein monitoring the interactions comprises measuring different fatigue signals for the plurality of agents based on a speaking tone, etiquette, informational accuracy, and patience of the plurality of agents as determined through analyzed speech of the plurality of agents;
• determine a state associated with each particular agent of the plurality of agents based on the different fatigue signals measured from speech patterns of the particular agent in different electronic communications involving the particular agent;
• and
• route new electronic communications away from a first agent of the plurality of agents in response to determining a first state for the first agent.

A non-transitory computer-readable medium storing program instructions that, when executed by one or more hardware processors of a contact center controller, cause the contact center controller to perform operations comprising:

• routing a plurality of electronic communications to a plurality of agents;
• monitoring interactions between the plurality of agents and a plurality of users participating in the plurality of electronic communications, wherein monitoring the interactions comprises measuring different fatigue signals for the plurality of agents based on a speaking tone, etiquette, informational accuracy, and patience of the plurality of agents as determined through analyzed speech of the plurality of agents;
• determining a state associated with each particular agent of the plurality of agents based on the different fatigue signals measured from speech patterns of the particular agent in different electronic communications involving the particular agent;
• and
• routing new electronic communications away from a first agent of the plurality of agents in response to determining a first state for the first agent.