Customer experience analytics

A system for configuring a selected application of a plurality of applications of a contact center in order to facilitate the handling of incoming interactions, wherein the incoming interactions are instigated by customers for communicating with the contact center, and wherein the contact center comprises agents that handle the incoming interactions by communicating with the customers, the system comprising:

• a processor;
• and
• a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform:
• collecting data from the plurality of applications of the contact center, the data being stored in a plurality of different formats and corresponding to recorded interactions that already occurred between the customers and the agents of the contact center, wherein the collected data is converted from the plurality of different formats into a common format;
• generating, from the collected data, individual customer models and aggregated customer models, wherein:
• the individual customer models each pertains to a particular customer of the customers and is generated from the collected data pertaining to the recorded interactions involving the particular customer;
• and
• the aggregated customer models each comprises an aggregation of a grouping of the individual customer models, wherein the grouping is based on a common customer characteristic;
• generating, from the collected data, individual agent models and aggregated agent models, wherein:
• the individual agent models each pertains to a particular agent of the agents and is generated from the collected data pertaining to the recorded interactions involving the particular agent;
• and
• the aggregated agent models each comprises an aggregation of a grouping of the individual agent models, wherein the grouping is based on a common agent characteristic;
• generating a customer predictor configured to predict customer behavior for a first customer of the customers based on both a first individual customer model of the individual customer models that corresponds to the first customer and at least one of the aggregated customer models;
• generating an agent predictor configured to predict agent behavior for a first agent of the agents based on both a first individual agent model of the individual agent models that corresponds to the first agent and at least one of the aggregated agent models;
• using the customer predictor to make a customer prediction related to the first customer;
• using the agent predictor to make an agent prediction related to the first agent;
• and
• modifying an allocation of a contact center resource related to the selected application based on both the customer prediction and the agent prediction.