System and method for distributing an agent interaction to the evaluator by utilizing hold factor

A computerized-method for calculating a hold factor of an interaction in a call center, by which related agent recording segments may be filtered for evaluation, the computerized-method comprising:

• in a computerized system comprising a processor, a database of historical data related to interaction metadata and skills of agent, a database of interaction metadata;
• a memory to store the plurality of databases, said processor is configured to operate a Hold Factor Calculation (HFC) model for an interaction, said operating of HFC model comprising:
• (i) receiving agent recording segments of the interaction after the interaction has ended;
• (ii) collecting data fields of:
• (a) skills of agent stored in the database of historical data;
• and (b) interaction metadata stored in the database of interaction metadata and in the database of historical database;
• (iii) checking to determine if hold time has occurred in the received agent recording segments;
• when it is determined that hold time has occurred:
• (iv) calculating a hold ratio;
• (v) calculating a conversation score based on the collected data fields;
• (vi) dividing the calculated hold ratio by the calculated conversation score to yield a hold factor;
• and
• (vii) sending the yielded hold factor to a quality planner microservice by which the quality planner is preconfigured to distribute the interaction for evaluation,
• wherein, when it is determined that hold time has not occurred hold factor is zeroed.