System And Method For Analyzing Agent Interactions
A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.
1 . A system for analyzing agent interactions, comprising:
a calibration module to provide an interaction between an agent and a business to analysts;
a score module to receive performance scores for the interaction from each of the analysts and to compare the performance scores;
a deviation module to determine a deviation between the performance scores and to compare the deviation to a threshold;
an interaction distribution module to provide further interactions to at least one of the analysts when the deviation falls below the threshold; and
a feedback module to receive from the analyst, a further performance score for the interaction and to provide the performance score to the agent associated with the interaction.