SYSTEM AND METHOD FOR PRIORITIZING AGENTS FOR WORKING FROM OFFICE IN A HYBRID CONTACT CENTER WORK ENVIRONMENT

1 . A computerized-method for prioritizing agents for working from office, in a hybrid contact center work environment, the computerized-method comprising:

in a computerized-system comprising one or more processors, and a memory including a data store of skills data, and a data store of agents’ metrics, said one or more processors are operating an Agent Work From Office (AWFO) Prioritization Analytics module, said AWFO Prioritization Analytics module comprising:

for each agent in the data store of agents’ metrics:

calculating an Agent Health (AH) score;

when the AH score is ‘1’ then:

calculating: (i) Agent Home Productivity (AHP) score; (ii) Agent Skills Prioritization (ASP) score; and (iii) agent’s preferences to work from office indicator;

determining an AWFO score based on the AHP score, the ASP score and the agent’s preferences to work from office indicator; and

sending the determined AWFO score to a Workforce Management (WFM) application to be presented via a User Interface (UI) thereof.

2 . The computerized-method of claim 1 , wherein a preconfigured number of agents to work from office are selected from agents having a lowest AWFO score.

3 . The computerized-method of claim 1 , wherein the calculating of AH score is operated by retrieving agent’s health metrics from the data store of agents’ metrics and comparing with government and organization rules and regulations.

4 . The computerized-method of claim 1 , wherein the calculating of AHP score is operated by summing a preconfigured one or more agent Key Performance Indicator (KPI) scores, wherein each KPI is per skill of the agent.

5 . The computerized-method of claim 4 , wherein the one or more agent KPIs are calculated per skill based on formula I:

1

Agent

KPI

score

=

Agent

KPI

−

Minimum

KPI

/

Maximum

KPI

−

Minimum

KPI

,

whereby:

Agent KPI is an agent KPI score per skill during work from home,

Minimum KPI is a minimum KPI score of all agents having same skills as the agent, and

Maximum KPI is a maximum KPI score of all agents having same skills as the agent.

6 . The computerized-method of claim 1 , wherein the calculating of ASP score is operated by counting number of agent skills that have been attributed as work from office.

7 . The computerized-method of claim 1 , wherein the calculating of agent’s preferences to work from office indicator is when the AHP score is above a preconfigured threshold.

8 . The computerised-method of claim 1 , wherein the AWFO score is determined by formula II:

II

AWFO

Score

=

W

1

*

AHP

score

−

W

2

*

ASP

​

score

−

W

3

*

Agent

preference to

work from home indicator

*

Counter

whereby

counter is a preconfigured value, and

W 1 , W 2 , W 3 are preconfigured weights.

9 . The computerized-method of claim 7 , wherein after an agent is selected to work from office the agent’s preferences to work from office indicator is reset to zero to ensure rotational basis of agents.

10 . A computerized-system for prioritizing agents for working from office, in a hybrid contact center work environment, the computerized-system comprising:

one or more processors, and

a memory including a data store of skills data, and a data store of agents’ metrics, said one or more processors are operating an Agent Work From Office (AWFO) Prioritization Analytics module, said AWFO Prioritization Analytics module comprising:

for each agent in the data store of agents’ metrics:

calculating an Agent Health (AH) score;

when the AH score is ‘1’ then

calculating: (i) Agent Home Productivity (AHP) score; (ii) Agent Skills Prioritization (ASP) score; and (iii) agent’s preferences to work from office indicator;

determining an AWFO score based on the AHP score, the ASP score and the agent’s preferences to work from office indicator;

sending the determined AWFO score to a Workforce Management (WFM) application to be presented via a User Interface (UI) thereof.