Abstract: Disclosed herein is a method for automated agent behavior recommendations for call quality improvement. The method performed at a server includes receiving a first data record and a second data record of a plurality of data records, each comprising communication between a first party and a second party and determining a first communication originated from the first party. The method includes determining a category for each section of the plurality of sections of the first communication, and a plurality of behavior distances between different categories associated with the plurality of sections. The method includes augmenting first metadata of the first data record and second metadata of the second data record to include associated behavior distances and determining an average performance ranking of the first party to generate a recommendation to increase the average performance ranking of the first party above a preconfigured threshold.

Abstract: Disclosed herein is a method for automated agent behavior recommendations for call quality improvement. The method performed at a server includes receiving a first data record and a second data record of a plurality of data records, each comprising communication between a first party and a second party and determining a first communication originated from the first party. The method includes determining a category for each section of the plurality of sections of the first communication, and a plurality of behavior distances between different categories associated with the plurality of sections. The method includes augmenting first metadata of the first data record and second metadata of the second data record to include associated behavior distances and determining an average performance ranking of the first party to generate a recommendation to increase the average performance ranking of the first party above a preconfigured threshold.

Abstract: Disclosed herein is a method for automated agent behavior recommendations for call quality improvement. The method performed at a server includes receiving a first data record and a second data record of a plurality of data records, each comprising communication between a first party and a second party and determining a first communication originated from the first party. The method includes determining a category for each section of the plurality of sections of the first communication, and a plurality of behavior distances between different categories associated with the plurality of sections. The method includes augmenting first metadata of the first data record and second metadata of the second data record to include associated behavior distances and determining an average performance ranking of the first party to generate a recommendation to increase the average performance ranking of the first party above a preconfigured threshold.