公开(公告)号：US20230394388A1

公开(公告)日：2023-12-07

申请号：US17832746

申请日：2022-06-06

Applicant: NICE LTD.

Inventor： Disha AGRAWAL ,  Swapnil THAKARE ,  Gaurav SURYAWANSHI ,  Brijesh UPADHYAY

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: G06Q10/06311 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

Abstract: A computerized-method for increasing productivity of agents in a contact-center by improving an automatic-scheduling generation in a Workforce-Management (WFM) application, is provided herein. The computerized-method includes operating an Agent-Productivity-Score-Generator (APSG) module, for each agent. The APSG module includes: (i) receiving an activity-type and a period for agents shift-placement; (ii) retrieving historical-data of a preconfigured number of metrics for each scheduled-shift during a preconfigured period; (iii) calculating a weighted-sum of the retrieved historical-data of the preconfigured number of metrics and preconfigured attributed weight thereof to yield an Agent-Productivity-Score (APS) for each shift; and (iv) selecting a shift having a highest APS and adding the selected shift of the agent to a list-of-maximum-shifts. When the list-of-maximum-shifts is having all agents in a data-store then the list-of-maximum-shifts may be sent to the WFM for an automatic shift-schedule generation for the activity-type and a preconfigured period, based on the list-of-maximum-shifts and other input parameters.

公开(公告)号：US20250078009A1

公开(公告)日：2025-03-06

申请号：US18458553

申请日：2023-08-30

Applicant: NICE LTD.

Inventor： Swapnil THAKARE ,  Gennadi LEMBERSKY ,  Brijesh UPADHYAY ,  Abhijit MOKASHI

IPC: G06Q10/0639 ,  H04M3/51

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.