公开(公告)号：US20190228363A1

公开(公告)日：2019-07-25

申请号：US15876554

申请日：2018-01-22

Applicant: salesforce.com, inc.

Inventor： Adarsha Badarinath ,  Roojuta Lalani ,  Mannu Mulchandani ,  Nileshkumar Patel ,  Kristen Muramoto

IPC: G06Q10/06 ,  G06Q30/00

Abstract: 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.