Abstract: Systems adapted to measure impact of supervisor actions and methods, and non-transitory computer readable media, include identifying an interaction where a contact center supervisor performed a supervisor action, where the supervisor supervised a contact center agent; identifying a supervisor intervention point in the interaction; determining an impact score for each of a plurality of behavioral factors; aggregating the impact scores for the plurality of behavioral factors and determining an average of the impact scores to provide an overall impact score for the supervisor action; and performing an action automatically based on the overall impact score to improve contact center performance.

Abstract: Knowledge stores, interactive diagnostic services, and interactive diagnostic systems are presented. Symptoms associated with an observed problem are used to mine a knowledge store for questions. Interactive answers to the questions are used to dynamically mine the data store for potential causes and for corrective actions to the problem.