Agent Instance Live-Monitoring by an In-House Management Network for Burnout and Attrition Prediction and Response

A computer-implemented method, the method comprising:

• receiving, by at least one computing device, real-time data associated with functions being performed by a plurality of contact center agents;
• determining, by the at least one computing device, a relative burnout risk for each of the plurality of agents by processing, in real time, the real-time data associated with the functions using a trained supervised machine learning model having a plurality of input features;
• determining an automated action to be executed in relation to at least one agent in the plurality of agents, wherein the action is responsive to the determined relative burnout risk satisfying a condition;
• and
• executing, by the at least one computing device, the action in relation to the at least one agent in the plurality of agents.

An article of manufacture including a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by one or more processors in at least one computing device, cause the one or more processors to perform tasks comprising:

• receiving real-time data associated with functions being performed by a plurality of contact center agents;
• determining a relative burnout risk for each of the plurality of agents by processing, in real time, the real-time data associated with the functions using a trained supervised machine learning model having a plurality of input features;
• determining an automated action to be executed in relation to at least one agent in the plurality of agents, wherein the action is responsive to the determined relative burnout risk satisfying a condition;
• and
• executing the action in relation to the at least one agent in the plurality of agents.