System and method for calculating agent skill satisfaction index and utilization thereof

1. A computerized-method for calculating an agent skill-satisfaction index and utilization thereof, the computerized-method comprising:

in a computerized system comprising one or more processors, an Automated call Distribution (ACD) system, a data store of interactions, and a data store of agents; and a memory to store the data stores, said one or more processors are operating every first preconfigured-period, for each agent in the data store of agents, an Agent Skill Satisfaction Index (ASSI) scoring module, said ASSI scoring module comprising:

(a) retrieving agent's set of skills and call details, during the first preconfigured-period, from the ACD system;

(b) operating an interaction microservice to retrieve one or more agent's interactions which were conducted during the first preconfigured-period and related interaction-level key performance indicator (KPI)s, from the data store of interactions;

(c) organizing the retrieved one or more agent's interactions in one or more groups by one or more second preconfigured-periods in the first preconfigured-period;

(d) checking a duration of each skill from the retrieved set of skills if it is assigned to the agent above a preconfigured period threshold to mark each skill that is assigned to the agent above the preconfigured period threshold as a related-skill;

(e) for each group of the one or more groups calculating a skill score based on a calculated evaluation sum of each interaction in the group that is associated with a related-skill;

(f) calculating an ASSI score based on the calculated one or more skill scores of the one or more groups to be stored in the data store of agents; and

(g) sending the calculated ASSI score to an application to be presented via a User Interface (UI) thereof.

2. The computerized-method of claim 1 , wherein the one or more agent's interaction-level KPIs are selected from at least one of: evaluation score, agent sentiments, customer sentiments, interaction duration, First Call Resolution (FCR) or any other KPI metric.

3. The computerized-method of claim 1 , wherein when the calculated ASSI score is below a preconfigured threshold the ASSI scoring module is further sending a notification to be presented via the UI.

4. The computerized-method of claim 3 , wherein the ASSI scoring module is further providing a suggestion to assign the agent to a training package for currently assigned skill.

5. The computerized-method of claim 4 , wherein when the ASSI score is below the preconfigured threshold after the training package has been assigned to the agent the ASSI scoring module is further sending a notification to be presented via the UI and providing a suggestion to assign the new skill to the agent.

6. The computerized-method of claim 5 , wherein when the ASSI is below the preconfigured threshold after a new skill has been assigned to the agent, the ASSI scoring module is further sending a notification to be presented via the UI and providing a suggestion to assign a coaching package.

7. The computerized-method of claim 1 , wherein the ASSI scoring module is further operated to retrieve from the data store of agents one or more calculated ASSI scores per the first preconfigured-period for an agent to be presented via the UI of the application as a graph.

8. The computerized-method of claim 1 , wherein the calculated evaluation sum of each interaction is calculated by formula I:

evaluation sum of an interaction=a weighting factor*assigned class to a value of an agent's interaction_level KPI  (I)

whereby:

a weighted factor is a preconfigured number that indicates the importance of the interaction_level KPI, and

an assigned class to a value of an agent's interaction_level KPI is a number assigned to a range of values of agent's interaction_level KPI.

9. The computerized-method of claim 8 , wherein the calculated skill score is calculated by formula II:

skill

⁢

⁢

score

=

∑

i

=

1

N

(

evaluation

⁢

sum

⁢

of

⁢

interaction

⁢

⁢

i

)

N

(

II

)

whereby:

N Is a number of Interactions in a group.

10. The computerized-method of claim 1 , wherein the ASSI score is calculated based on formula III:

ASSI score=((T avgscore −T minscore )*(T maxweightrange ))/T maxscore +T minweightrange   (IV)

whereby:

T avgscore is an average skill score of the one or more skill scores of the one or more groups,

T minscore is a minimum skill score of the one or more skill scores of the one or more groups,

T maxweightrange is a maximum value of a weighted factor

T maxscore is a maximum skill score of the one or more skill scores of the one or more groups, and

T minweightrange is a minimum value of the weighted factor.

11. A computerized-system for calculating an agent skill-satisfaction index and utilization thereof, the computerized-system comprising:

one or more processors,

an Automated call Distribution (ACD) system,

a data store of interactions, and a data store of agents; and

a memory to store the data stores,

said one or more processors are operating every first preconfigured-period, for each agent in the data store of agents, an Agent Skill Satisfaction Index (ASSI) scoring module, said ASSI scoring module is configured to:

(a) retrieve agent's set of skills and call details, during the first preconfigured-period, from the ACD system;

(b) operate an interaction microservice to retrieve one or more agent's interactions which were conducted during the first preconfigured-period and related interaction-level key performance indicator (KPI)s, from the data store of interactions;

(c) organize the retrieved one or more agent's interactions in one or more groups by second preconfigured-periods in the first preconfigured-period;

(d) check a duration of each skill from the retrieved set of skills if it is assigned to the agent above a preconfigured period threshold to mark each skill that is assigned to the agent above the preconfigured period threshold as related-skill;

(e) for each group of the one or more groups calculating a skill score based on a calculated evaluation sum of each interaction is the group that is associated with a related-skill;

(f) calculate an ASSI based on the calculated one or more skill scores of the one or more groups to be stored in the data store of agents; and

(g) send the calculated ASSI to an application to be presented via a User Interface thereof.