公开(公告)号：US20250124808A1

公开(公告)日：2025-04-17

申请号：US18378714

申请日：2023-10-11

Applicant: NICE LTD.

Inventor： Mahesh BAIRAGI ,  Idan VARSHAVSKI ,  Amol ANWADE

IPC: G09B19/00 ,  G06Q10/0639

Abstract: A computer-implemented method for consistently identifying an agent for a coaching-session and assessing relevant-coaching-subject to the coaching-session. The computer-implemented method includes: (i) receiving agents having KPIs below a threshold; for each agent: (ii) receiving focus-area and related behaviors for the KPIs; (iii) retrieving interactions and associated categories and behaviors; (iv) retrieving evaluations of the retrieved interactions that are below a threshold, and related interactions; (v) marking each category that is having an evaluation below the threshold; (vi) retrieving associated focus-area with behaviors for each category that is classified as negative; (vii) determining a number of categories for the coaching-session; (viii) identifying behaviors from interactions related to the categories based on the associated focus-area; (ix) determining a number of behaviors; (x) calculating a co-relation score for each behavior and associated focus-area; and (xi) selecting a number of behaviors and associated focus-area having highest co-relation score to schedule a coaching-session therewith.

公开(公告)号：US20240020617A1

公开(公告)日：2024-01-18

申请号：US17864003

申请日：2022-07-13

Applicant: NICE LTD

Inventor： Shay DINER ,  Gennadi LEMBERSKY ,  Animesh UDAWAT ,  Sourav RATH ,  Mahesh BAIRAGI ,  Amol ANWADE

IPC: G06Q10/06 ,  G06Q50/20

CPC classification number: G06Q10/06398 ,  G06Q50/205

Abstract: Coaching systems and methods, and non-transitory computer readable media, include analyzing an agent's interactions to identify knowledge gaps and specific topics where an agent has difficulties. An algorithm uses bootstrap sampling to verify that an agent's scores are significantly different from other agents' scores. The algorithm further uses a mutual information score to find topics that are associated with interactions having a high knowledge gap score.

公开(公告)号：US20230245033A1

公开(公告)日：2023-08-03

申请号：US17589944

申请日：2022-02-01

Applicant: NICE LTD.

Inventor： Mahesh BAIRAGI ,  Santosh AWASARE

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/51

CPC classification number: G06Q10/06398 ,  G06Q10/06395 ,  G06Q10/105 ,  H04M3/5175 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/402

Abstract: A computerized-method for measuring an Agent-Engagement-Index (AEI) and associating actions to improve thereof, is provided herein. The computerized-method may operate an AEI module for an assessment of agents. The AEI module includes: (i) retrieving data from applications to derive agent's related-data and exporting the agent's related-data into data-files; (ii) operating a data-ingest module to store the agent's related-data from the data-files; (iii) operating a transform module to transform the agent's related-data by creating relational-entities and calculating metrics; (iv) operating an analytic-engine to process the relational-entities and the calculated metrics for calculating indicators and an AEI based thereon; (v) determining actions to improve the AEI based on the calculated AEI and the indicators; (vi) storing the determined actions in the data-store of agents to improve the AEI and the indicators; and (vii) upon user's request displaying the indicators and the AEI for each agent and the determined actions for each agent.