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SYSTEMS AND METHODS FOR MONITORING AND MITIGATING JOB-RELATED STRESS FOR AGENTS USING A COMPUTER SYSTEM IN A CUSTOMER SERVICE COMPUTER NETWORK
SYSTEMS AND METHODS FOR MONITORING AND MITIGATING JOB-RELATED STRESS FOR AGENTS USING A COMPUTER SYSTEM IN A CUSTOMER SERVICE COMPUTER NETWORK
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机译：使用客户服务计算机网络中的计算机系统来监控和缓解代理人与工作有关的压力的系统和方法
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摘要
A method for monitoring and mitigating job-related stress for a CSR using a console computer system in a customer service computer network is provided. The method obtains a set of stress metrics comprising at least a quantity of cases assigned to the CSR, a quantity of escalated cases assigned to the CSR, and a quantity of case milestone violations associated with the CSR; computes a stress score for the CSR based on the set of stress metrics from the CRM software platform, the stress score indicating a level of job-related stress for the CSR; transmits the stress score for the CSR for storage and use; and when the stress score indicates a high level of job-related stress for the CSR, the method causes stress mitigation functions to be performed, the stress mitigation functions being associated with case assignments, case routing, and mindfulness module data.
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