System and method to determine agent proficiency for a skill

A method of using agent proficiency to improve contact center performance, which comprises:

• receiving performance details and behavior details for an agent;
• calculating a performance score and a behavior score for the agent based on the performance details and the behavior details;
• combining the performance score and the behavior score to yield a current proficiency score of the agent;
• calculating a proficiency deviation between the current proficiency score of the agent and a previous proficiency score of the agent;
• determining whether the proficiency deviation of the agent is within an acceptable range;
• automatically updating the previous proficiency score of the agent with the current proficiency score of the agent when the proficiency deviation of the agent is within an acceptable range, or transmitting a proficiency score request to a supervisor of the agent for review when the proficiency deviation of the agent is not within an acceptable range;
• and
• implementing one or more actions based on the current proficiency score of the agent when the previous proficiency score is updated, or based on the previous proficiency score of the agent when the previous proficiency score of the agent is not updated.

A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise:

• receiving performance details and behavior details for an agent;
• calculating a performance score and a behavior score for the agent based on the performance details and the behavior details;
• combining the performance score and the behavior score to yield a current proficiency score of the agent;
• calculating a proficiency deviation between the current proficiency score of the agent and a previous proficiency score of the agent;
• determining whether the proficiency deviation of the agent is within an acceptable range;
• automatically updating the previous proficiency score of the agent with the current proficiency score of the agent when the proficiency deviation of the agent is within an acceptable range, or transmitting a proficiency score request to a supervisor of the agent for review when the proficiency deviation of the agent is not within an acceptable range;
• and
• implementing one or more actions based on the current proficiency score of the agent when the previous proficiency score is updated, or based on the previous proficiency score of the agent when the previous proficiency score of the agent is not updated.