System and method for automatic quality management in a contact center environment

1. A method for automatically managing a recorded interaction between a customer and an agent of a contact center, the method comprising:

extracting, by a processor, features from the recorded interaction;

computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model, wherein the prediction model is configured to predict, automatically, the score that would be assigned in a manual evaluation of the recorded interaction, the prediction model being trained based on:

a plurality of historical interactions;

a plurality of features extracted from the historical interactions; and

a plurality of manually generated scores corresponding to the historical interactions;

detecting, by the processor, a condition based on the score;

matching, by the processor, the condition with an action; and

controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.

2. The method of claim 1 , wherein the condition comprises comparing the score to a threshold corresponding to a failure to comply with agent performance standards.

3. The method of claim 2 , wherein the threshold corresponds to a predicted performance based on historical performance of the agent.

4. The method of claim 2 , wherein the threshold is based on a Gaussian distribution of agents of the contact center and the score is computed as a z-score being below the threshold.

5. The method of claim 2 , wherein the score is an aggregate of a plurality of automatically computed scores of a plurality of recorded interactions, the plurality of recorded interactions occurring during a time window.

6. The method of claim 5 , wherein the aggregate corresponds to a percentage of the recorded interactions during the time window that satisfy an individual interaction threshold condition, and

wherein the threshold corresponds to a percentage of recorded interactions satisfying the individual interaction threshold condition.

7. The method of claim 1 , wherein the training session is selected from a plurality of training topics in accordance with the condition detected based on the score.

8. The method of claim 7 , wherein the score is associated with script compliance and the training session relates to script compliance.

9. The method of claim 7 , wherein the score is associated with knowledge of a product line and the training session relates to information regarding the product line.

10. A system for automatically managing a recorded interaction between a customer and an agent of a contact center comprises:

a processor; and

a memory storing instructions that, when executed by the processor, cause the processor to:

extract features from the recorded interaction;

compute a score of the recorded interaction by supplying the features to a prediction model, wherein the prediction model is configured to predict, automatically, the score that would be assigned in a manual evaluation of the recorded interaction, the prediction model being trained based on:

a plurality of historical interactions;

a plurality of features extracted from the historical interactions; and

a plurality of manually generated scores corresponding to the historical interactions;

detect a condition based on the score;

match the condition with an action; and

control a workforce management server to assign a training session to the agent of the contact center.

11. The system of claim 10 , wherein the condition comprises comparing the score to a threshold corresponding to a failure to comply with agent performance standards.

12. The system of claim 11 , wherein the threshold corresponds to a predicted performance based on historical performance of the agent.

13. The system of claim 11 , wherein the threshold is based on a Gaussian distribution of agents of the contact center and the score is computed as a z-score being below the threshold.

14. The system of claim 11 , wherein the score is an aggregate of a plurality of automatically computed scores of a plurality of recorded interactions, the plurality of recorded interactions occurring during a time window.

15. The system of claim 14 , wherein the aggregate corresponds to a percentage of the recorded interactions during the time window that satisfy an individual interaction threshold condition, and

wherein the threshold corresponds to a percentage of recorded interactions satisfying the individual interaction threshold condition.

16. The system of claim 10 , wherein the training session is selected from a plurality of training topics in accordance with the condition detected based on the score.

17. The system of claim 16 , wherein the score is associated with script compliance and the training session relates to script compliance.

18. The system of claim 16 , wherein the score is associated with knowledge of a product line and the training session relates to information regarding the product line.

19. A system for automatically managing a recorded interaction between a customer and an agent of a contact center comprising:

means for extracting features from the recorded interaction;

means for computing a score of the recorded interaction by supplying the features to a prediction model, wherein the prediction model is configured to predict, automatically, the score that would be assigned in a manual evaluation of the recorded interaction, the prediction model being trained based on:

a plurality of historical interactions;

a plurality of features extracted from the historical interactions; and

a plurality of manually generated scores corresponding to the historical interactions;

means for detecting a condition based on the score;

means for matching the condition with an action; and

means for controlling a workforce management server to assign a training session to the agent of the contact center.

20. The system of claim 19 , wherein the condition comprises comparing the score to a threshold corresponding to a failure to comply with agent performance standards.