Performance monitoring for communication systems

1. A communication routing device, comprising:

a network interface configured to establish a network connection between a first device associated with a user and a second device associated with a first agent;

a memory operable to store:

a performance record, wherein:

the performance record identifies a plurality of agents;

each agent is mapped to a plurality of knowledge scores; and

each knowledge score indicates an expertise level in a knowledge area; and

a resolution mapping identifying a plurality of issue types, wherein:

each issue type is mapped to a plurality of resolution types; and

a performance score is associated with each combination of an issue type and a resolution type; and

a processor operably coupled to the network interface and the memory, and configured to:

receive a communication request from the user via a chat window or a webpage;

assign the user to a first issue cluster based on the communication request, wherein the first issue cluster is associated with one or more issue types;

assign the first agent to a first knowledge cluster, wherein the first knowledge cluster corresponds to a first knowledge area that is associated with the one or more issue types;

identify the first agent within the first knowledge cluster based on a first knowledge score that is associated with the first knowledge area;

establish the network connection between the user and the first agent, the network connection is a voice call, a video call, or a text-based chat session;

capture at least a portion of a real-time two-way communication between the user and the first agent via the network connection;

identify a first issue type for the user by performing a speech recognition process, a text recognition process, or a natural language processing on a user's portion of the captured portion of the real-time two-way communication;

identify a first resolution type provided by the first agent by performing the speech recognition process, the text recognition process, or the natural language processing on a first agent's portion of the captured portion of the real-time two-way communication;

identify a first performance score from the resolution mapping based on a combination of the first issue type and the first resolution type;

update the first knowledge score that is associated with the first knowledge area in the performance record for the first agent based on the first performance score;

identify a recommendation for the first agent based at least in part on the first performance score; and

send the recommendation to the first agent.

2. The device of claim 1 , wherein identifying the first issue type for the user comprises identifying one or more keywords spoken by the user during the real-time two-way communication.

3. The device of claim 1 , wherein identifying the first issue type for the user comprises:

providing a survey that comprises one or more questions to the user;

receiving a survey response from the user; and

determining the first issue type based on the survey response.

4. The device of claim 1 , wherein the processor is further configured to:

compare the first performance score to a score threshold value;

determine the first performance score is less than the score threshold value; and

wherein the recommendation indicates to connect the user to a second agent, wherein the second agent is associated with a second knowledge score that is greater than the first knowledge score.

5. The device of claim 1 , wherein identifying the first resolution type provided by the first agent comprises identifying one or more keywords spoken by the first agent during the real-time two-way communication.

6. The device of claim 1 , wherein the processor is further configured to:

compare the first performance score to a score threshold value;

determine the first performance score is less than the score threshold value;

identify a combination of the first issue type and a second resolution type within the resolution mapping, wherein the combination of the first issue type and a second resolution type is associated with a third performance score that is greater than the first performance score; and

wherein the recommendation identifies a second resolution type.

7. The device of claim 1 , wherein the processor is further configured to:

compare the first performance score to a score threshold value;

determine the first performance score is less than the score threshold value;

identify a training curriculum that is associated with the first issue type; and

wherein the recommendation identifies the training curriculum.

8. A communication monitoring method, comprising:

receiving a communication request from a user via a chat window or a webpage;

assigning the user to a first issue cluster based on the communication request, wherein the first issue cluster is associated with one or more issue types;

assigning a first agent to a first knowledge cluster, wherein the first knowledge cluster corresponds to a first knowledge area that is associated with the one or more issue types;

identifying the first agent within the first knowledge cluster based on a first knowledge score that is associated with the first knowledge area;

establishing a network connection between a first device associated with the user and a second device associate with the first agent, the network connection is a voice call, a video call, or a text-based chat session;

capturing at least a portion of a real-time two-way communication between the user and the first agent via the network connection;

identifying a first issue type for the user by performing a speech recognition process, a text recognition process, or a natural language processing on a user's portion of the captured portion of the real-time two-way communication;

identifying a first resolution type provided by the first agent by performing the speech recognition process, the text recognition process, or the natural language processing on a first agent's portion of the captured portion of the real-time two-way communication;

identifying a first performance score from a resolution mapping based on a combination of the first issue type and the first resolution type, wherein:

the resolution mapping identifies a plurality of issue types;

each issue type is mapped to a plurality of resolution types; and

a performance score is associated with each combination of an issue type and a resolution type;

updating the first knowledge score that is associated with the first knowledge area in a performance record for the first agent based on the first performance score, wherein:

the performance record identifies a plurality of agents;

each agent is mapped to a plurality of knowledge scores; and

each knowledge score indicates an expertise level in a knowledge area;

identifying a recommendation for the first agent based at least in part on the first performance score; and

sending the recommendation to the first agent.

9. The method of claim 8 , wherein identifying the first issue type for the user comprises identifying one or more keywords spoken by the user during the real-time two-way communication.

10. The method of claim 8 , wherein identifying the first issue type for the user comprises:

providing a survey that comprises one or more questions to the user;

receiving a survey response from the user; and

determining the first issue type based on the survey response.

11. The method of claim 8 , further comprising:

comparing the first performance score to a score threshold value;

determining the first performance score is less than the score threshold value; and

wherein the recommendation indicates to connect the user to a second agent, wherein the second agent is associated with a second knowledge score that is greater than the first knowledge score.

12. The method of claim 8 , wherein identifying the first resolution type provided by the first agent comprises identifying one or more keywords spoken by the first agent during the real-time two-way communication.

13. The method of claim 8 , further comprising:

comparing the first performance score to a score threshold value;

determining the first performance score is less than the score threshold value;

identifying a combination of the first issue type and a second resolution type within the resolution mapping, wherein the combination of the first issue type and a second resolution type is associated with a third performance score that is greater than the first performance score; and

wherein the recommendation identifies a second resolution type.

14. The method of claim 8 , further comprising:

comparing the first performance score to a score threshold value;

determining the first performance score is less than the score threshold value;

identifying a training curriculum that is associated with the first issue type; and

wherein the recommendation identifies the training curriculum.

15. A non-transitory computer-readable medium storing instructions that, when executed by a processor, cause the processor to:

receive a communication request from a user via a chat window or a webpage;

assign the user to a first issue cluster based on the communication request, wherein the first issue cluster is associated with one or more issue types;

assign a first agent to a first knowledge cluster, wherein the first knowledge cluster corresponds to a first knowledge area that is associated with the one or more issue types;

identify the first agent within the first knowledge cluster based on a first knowledge score that is associated with the first knowledge area;

establish a network connection between a first device associated with the user and a second device associated with the first agent, the network connection is a voice call, a video call, or a text-based chat session;

capture at least a portion of a real-time two-way communication between the user and the first agent via the network connection;

identify a first issue type for the user by performing a speech recognition process, a text recognition process, or a natural language processing on a user's portion of the captured portion of the real-time two-way communication;

identify a first resolution type provided by the first agent by performing the speech recognition process, the text recognition process, or the natural language processing on a first agent's portion of the captured portion of the real-time two-way communication;

identify a first performance score from a resolution mapping based on a combination of the first issue type and the first resolution type, wherein:

the resolution mapping identifies a plurality of issue types;

each issue type is mapped to a plurality of resolution types; and

a performance score is associated with each combination of an issue type and a resolution type;

update the first knowledge score that is associated with the first knowledge area in a performance record for the first agent based on the first performance score, wherein:

the performance record identifies a plurality of agents;

each agent is mapped to a plurality of knowledge scores; and

each knowledge score indicates an expertise level in a knowledge area;

identify a recommendation for the first agent based at least in part on the first performance score; and

send the recommendation to the first agent.

16. The non-transitory computer-readable medium of claim 15 , wherein:

identifying the first issue type for the user comprises identifying one or more keywords spoken by the user during the real-time two-way communication; and

identifying the first resolution type provided by the first agent comprises identifying one or more keywords spoken by the first agent during the real-time two-way communication.

17. The non-transitory computer-readable medium of claim 15 , wherein identifying the first issue type for the user comprises:

providing a survey that comprises one or more questions to the user;

receiving a survey response from the user; and

determining the first issue type based on the survey response.

18. The non-transitory computer-readable medium of claim 15 , further comprising instructions that when executed by the processor causes the processor to:

compare the first performance score to a score threshold value;

determine the first performance score is less than the score threshold value; and

wherein the recommendation indicates to connect the user to a second agent, wherein the second agent is associated with a second knowledge score that is greater than the first knowledge score.

19. The non-transitory computer-readable medium of claim 15 , further comprising instructions that when executed by the processor causes the processor to:

compare the first performance score to a score threshold value;

determine the first performance score is less than the score threshold value;

identify a combination of the first issue type and a second resolution type within the resolution mapping, wherein the combination of the first issue type and a second resolution type is associated with a third performance score that is greater than the first performance score; and

wherein the recommendation identifies the second resolution type.

20. The non-transitory computer-readable medium of claim 15 , further comprising instructions that when executed by the processor causes the processor to:

compare the first performance score to a score threshold value;

determine the first performance score is less than the score threshold value;

identify a training curriculum that is associated with the first issue type; and

wherein the recommendation identifies the training curriculum.