ALEXANDRIA, Va., Dec. 31 -- United States Patent no. 12,511,596, issued on Dec. 30.
"Systems and methods related to modeling and predicting agent fatigue in a contact center" was invented by Parthiban Thangarajan (Chennai, India).
According to the abstract* released by the U.S. Patent & Trademark Office: "A method for tracking a level of fatigue among contact center agents for generating corrective actions. The method includes: generating, via an automated modeling process, a baseline model for an agent that models a non-fatigued pace of work for the agent; generating, via an automated fatigue scoring process, fatigue scores for the agent in relation to successively occurring respective subperiods occurring within a current shift; and mon...