Managing the selection of performance interventions in a contact center

A method for selecting performance interventions to deliver to agents in a contact center comprising:

• specifying an intervention parameter for at least one performance intervention in a plurality of performance interventions;
• setting a state range corresponding to the intervention parameter;
• determining a state of the contact center;
• and
• if the state of the contact center is in the state range, selecting the at least one performance intervention for delivery to at least one of the agents in the contact center.

A method for delivering performance interventions to agents in a contact center comprising:

• determining a state of the contact center;
• receiving a state level;
• comparing the state of the contact center to the state level;
• selecting performance interventions for delivery to at least one of the agents in the contact center based on the comparing step;
• identifying a time-sensitive performance intervention for delivery in advance of a time;
• estimating if the time-sensitive performance intervention will be delivered in advance of the time based on the state level;
• if the estimating step indicates that the time-sensitive performance intervention will not be delivered in advance of the time, modifying the state level.

A computer-based method for providing performance interventions in a contact center comprising:

• assigning a first priority to a first performance intervention and a second priority to a second performance intervention;
• receiving a contact center state and a contact center state level;
• comparing the contact center state and the contact center state level;
• and
• responsive to the comparing step, providing the first performance intervention at a first time and the second performance intervention at a second time.

A computer-readable medium having computer-executable instructions for performing a method comprising the following steps:

• identifying an intervention parameter for a performance intervention;
• determining whether a contact center state is within a contact center state range;
• and
• responsive to the determining step, providing the performance intervention for delivery to an agent.