Rating customer representatives based on past chat transcripts

1. A method for obtaining a customer representative rating using historical chat transcripts in a natural language processing system, the method comprising:

training a classifier on a set of historical chat transcript data, wherein the historical chat transcript data includes question/answer/question tagged triplets;

receiving a chat transcript with one or more tagged triplets and one or more multi-dimensional success vectors;

aggregating the one or more multi-dimensional success vectors;

receiving at least one user-defined business priority;

utilizing, by a machine learning model, the one or more multi-dimensional success vectors and the trained classifier to rate a customer representative; and

applying, by the machine learning model, at least one filter to the one or more multi-dimensional success vectors to view the customer representative rating.

2. The method of claim 1 , wherein aggregating the one or more multi-dimensional success vectors further comprises:

combining data collected for the customer representative based on a personal identification number associated with the customer representative;

storing data collected for the customer representative in a customer representative database; and

viewing aggregated data collected for the customer representative.

3. The method of claim 1 , wherein receiving at least one business priority further comprises:

tagging the one or more multi-dimensional success vectors, including at least one customer representative response, based on one or more business priorities.

4. The method of claim 1 , wherein applying the at least one filter to the one or more multi-dimensional success vectors further comprises:

focusing the one or more multi-dimensional success vectors on the received business priority or on a single customer representative.

5. The method of claim 1 , further comprising:

normalizing the one or more multi-dimensional success vectors based on the at least one applied filter by multiplying the one or more multi-dimensional success vectors by a factor which makes a norm equal to a value of 1, wherein a remainder of the one or more multi-dimensional success vectors is assigned a relative value with regard to the norm.

6. The method of claim 1 , wherein rating the customer representative further comprises:

generating the rating across each dimension of the one or more multi-dimensional success vectors, wherein the customer representative rating corresponds to a customer representative's competency across each dimension.

7. The method of claim 1 , wherein rating the customer representative further comprises:

generating the customer representative rating across only those dimensions of the one or more multi-dimensional success vectors which are deemed to be business priorities.

8. A computer system for obtaining a customer representative rating using historical chat transcripts in a natural language processing system, comprising:

one or more processors, one or more computer-readable memories, one or more computer-readable tangible storage medium, and program instructions stored on at least one of the one or more computer-readable tangible storage medium for execution by at least one of the one or more processors via at least one of the one or more computer-readable memories, wherein the computer system is capable of performing a method comprising:

training a classifier on a set of historical chat transcript data, wherein the historical chat transcript data includes question/answer/question tagged triplets;

receiving a chat transcript with one or more tagged triplets and one or more multi-dimensional success vectors;

aggregating the one or more multi-dimensional success vectors;

receiving at least one user-defined business priority;

utilizing, by a machine learning model, the one or more multi-dimensional success vectors and the trained classifier to rate a customer representative; and

applying, by the machine learning model, at least one filter to the one or more multi-dimensional success vectors to view the customer representative rating.

9. The computer system of claim 8 , wherein aggregating the one or more multi-dimensional success vectors further comprises:

combining data collected for the customer representative based on a personal identification number associated with the customer representative;

storing data collected for the customer representative in a customer representative database; and

viewing aggregated data collected for the customer representative.

10. The computer system of claim 8 , wherein receiving at least one business priority further comprises:

tagging the one or more multi-dimensional success vectors, including at least one customer representative response, based on one or more business priorities.

11. The computer system of claim 8 , wherein applying the at least one filter to the one or more multi-dimensional success vectors further comprises:

focusing the one or more multi-dimensional success vectors on the received business priority.

12. The computer system of claim 8 , further comprising:

normalizing the one or more multi-dimensional success vectors based on the at least one applied filter by multiplying the one or more multi-dimensional success vectors by a factor which makes a norm equal to a value of 1, wherein a remainder of the one or more multi-dimensional success vectors is assigned a relative value with regard to the norm.

13. The computer system of claim 8 , wherein rating the customer representative further comprises:

generating the rating across each dimension of the one or more multi-dimensional success vectors, wherein the customer representative rating corresponds to a customer representative's competency across each dimension.

14. The computer system of claim 8 , wherein rating the customer representative further comprises:

generating the customer representative rating across only those dimensions of the one or more multi-dimensional success vectors which are deemed to be business priorities.

15. A computer program product for obtaining a customer representative rating using historical chat transcripts in a natural language processing system, comprising:

one or more non-transitory computer-readable storage media and program instructions stored on at least one of the one or more non-transitory computer-readable storage media, the program instructions executable by a processor to cause the processor to perform a method comprising:

training a classifier on a set of historical chat transcript data, wherein the historical chat transcript data includes question/answer/question tagged triplets;

receiving a chat transcript with one or more tagged triplets and one or more multi-dimensional success vectors;

aggregating the one or more multi-dimensional success vectors;

receiving at least one user-defined business priority;

utilizing, by a machine learning model, the one or more multi-dimensional success vectors and the trained classifier to rate a customer representative; and

applying, by the machine learning model, at least one filter to the one or more multi-dimensional success vectors to view the customer representative rating.

16. The computer program product of claim 15 , wherein aggregating the one or more multi-dimensional success vectors further comprises:

combining data collected for the customer representative based on a personal identification number associated with the customer representative;

storing data collected for the customer representative in a customer representative database; and

viewing aggregated data collected for the customer representative.

17. The computer program product of claim 15 , wherein receiving at least one business priority further comprises:

tagging the one or more multi-dimensional success vectors, including at least one customer representative response, based on one or more business priorities.

18. The computer program product of claim 15 , wherein applying the at least one filter to the one or more multi-dimensional success vectors further comprises:

focusing the one or more multi-dimensional success vectors on the received business priority or on a single customer representative.

19. The computer program product of claim 15 , further comprising:

normalizing the one or more multi-dimensional success vectors based on the at least one applied filter by multiplying the one or more multi-dimensional success vectors by a factor which makes a norm equal to a value of 1, wherein a remainder of the one or more multi-dimensional success vectors is assigned a relative value with regard to the norm.

20. The computer program product of claim 15 , wherein rating the customer representative further comprises:

generating the customer representative rating across each dimension of the one or more multi-dimensional success vectors, wherein the rating corresponds to a customer representative's competency across each dimension.