公开(公告)号：US20230316177A1

公开(公告)日：2023-10-05

申请号：US18205541

申请日：2023-06-04

Applicant: NICE LTD.

Inventor： Pramod GIRI ,  Salil DHAWAN ,  Swati KADU

IPC: G06Q10/0631 ,  G06Q10/0639 ,  G06Q10/04

CPC classification number: G06Q10/063112 ,  G06Q10/06393 ,  G06Q10/04

Abstract: A computerized-method for prioritizing agents for working from office via a WFM application, in a hybrid-contact-center work environment. The computerized-method includes: when creating a schedule for a period via the WFM application: getting skills for each day in the schedule, each skill having an associated priority; and allocating agents for each skill in descending order of priority associated to the skill by: for each skill that requires agents to work from office: getting forecast agents count for the skill; and allocating agents to office location based on office capacity and a calculated Agent Work From Office (AWFO) score in ascending order and Agent Health (AH) score greater than ‘0’ until office capacity is full or agent requirements for the skill are fulfilled; when the agents count for the skill is not fulfilled, allocating agents to work from home based on an associated Agent Home Productivity (AHP) score in descending order.

公开(公告)号：US20220207457A1

公开(公告)日：2022-06-30

申请号：US17136045

申请日：2020-12-29

Applicant: NICE LTD

Inventor： Harshit Kumar SHARMA ,  Salil DHAWAN ,  Rahul VYAS

IPC: G06Q10/06 ,  G06Q10/10 ,  G06Q30/00 ,  G06F16/22 ,  H04M3/523

Abstract: A computerized-method for gauging agent's self-assessment effectiveness, is provided herein. The computerized-method includes for each interaction (i) operating a Self-assessment Consolidation module to calculate a confidence-interval for each data-point of one or more preconfigured data-points, and (ii) operating a Self-assessment Divergence Determinant (SDD) module. The operating of the SDD includes: retrieving one or more data-points of the interaction; for each data-point retrieving the confidence interval; setting a divergence-indicator as zero, when the data point is within the confidence-interval; setting the divergence-indicator as a subtraction of the data point from the calculated lower-bound, when the data-point is lower than the lower-bound of the confidence-interval; and setting the divergence-indicator as a subtraction of the calculated upper-bound from the data-point, when the data-point is greater than the upper-bound of the confidence-interval. Then, accumulating the divergence-indicator of the data-points to yield an SDD for the interaction; and sending the SDD to one or more systems.

公开(公告)号：US20220092512A1

公开(公告)日：2022-03-24

申请号：US17026316

申请日：2020-09-21

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

IPC: G06Q10/06 ,  G06N5/02

Abstract: A computerized-method for calculating a hold factor of an interaction in a call center, by which related agent recording segments may be filtered for evaluation is provided herein. The computerized-method include: operating a Hold Factor Calculation (HFC) model for an interaction. The HFC model include receiving agent recording segments of the interaction and then collecting data fields of: (i) skills of agent; and (ii) interaction metadata. Then, checking to determine if hold time has occurred in the received agent recording segments and when it is determined that hold time has occurred the HFC is: (a) calculating a hold-ratio; (b) calculating a conversation score based on the collected data fields; (c) dividing the calculated hold ratio by the calculated conversation score to yield a hold factor; and (d) sending the yielded hold factor to a quality planner microservice by which the quality planner is preconfigured to distribute the interaction for evaluation.

公开(公告)号：US20210360108A1

公开(公告)日：2021-11-18

申请号：US17207781

申请日：2021-03-22

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul Vyas

IPC: H04M3/51 ,  H04L29/06 ,  H04M3/523

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

公开(公告)号：US20210287235A1

公开(公告)日：2021-09-16

申请号：US16819223

申请日：2020-03-16

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

IPC: G06Q30/02 ,  G06N20/00 ,  G06F16/903 ,  G06F16/907 ,  G06F40/35 ,  G06F17/18 ,  G06K9/62

Abstract: A computerized-method for generating a machine-learning model to determine genuineness of customer feedback to filter-out, non-genuine agent recording segments from evaluation. The computerized-method includes generating a Genuineness Opinion Score (GOS) model. The generating of GOS model includes: (a) a data manipulation phase; (b) a data visualization and analysis phase, and (c) a feature augmentation phase for sorting the variables in a set of unique and relevant variables into two categories: estimated variables and anticipated variables. The estimated variables are used for calculation of a GOS of an interaction that is received in a contact center and the anticipated variables are used for calculation of a threshold of said GOS.