Automated incentivizing tool for contact center agents

A system for incentivizing agents of a contact center with scheduling perks, each scheduling perks comprising a desirable scheduling change applicable during a current shift, wherein the current shift comprises an ongoing shift that includes a transpired portion and a remaining portion, the system comprising:

• a processor;
• and
• a memory storing instructions which, when executed by the processor, cause the processor to perform the steps of:
• receiving a workload forecast for the current shift;
• receiving a staffing plan listing current agents assigned to work during the current shift;
• receiving data describing a service level target, the service level target defining a performance metric and a satisfying threshold score in relation to the performance metric;
• receiving data describing types of the scheduling perks;
• performing a selection routine for determining a select scheduling perk for offering to a select agent;
• and
• sending an electronic communication to a user device associated with the select agent that communicates an offer to the select agent of the select scheduling perk;
• wherein the selection routine comprises the steps of:
• selecting one of the types of the scheduling perks as a proposed scheduling perk and selecting one of the current agents as a proposed agent;
• modifying the staffing plan to create a proposed staffing plan that reflects the proposed agent taking the proposed scheduling perk during the remaining portion of the current shift;
• providing the proposed staffing plan and the workload forecast as inputs to a predictive model and predicting therewith a proposed forecasted target adherence that indicates a likelihood that the threshold score for the service level target will be achieved for the current shift;
• determining whether the proposed forecasted target adherence satisfies a threshold defined by an acceptable forecasted target adherence and, if so, deeming the proposed scheduling perk as the select scheduling perk and the proposed agent as the select agent.