公开(公告)号：US20240242143A1

公开(公告)日：2024-07-18

申请号：US18097324

申请日：2023-01-16

Applicant: NICE LTD.

Inventor： Harshad AMBEKAR ,  Salil DHAWAN ,  Swati KADU

IPC: G06Q10/0631 ,  G06Q10/0639 ,  H04M3/51

CPC classification number: G06Q10/063116 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M2203/402

Abstract: A computerized-method for identifying high impacted schedules, in a contact center is provided herein. The computerized-method includes retrieving schedules of agents during a preconfigured period from a Workforce Management (WFM) system. For each schedule: (i) operating a schedule quotient module to derive schedule-quotient score; (ii) operating an agent quotient module to derive agent-quotient score; (iii) operating a Schedule Impact Score (SIS) module to derive a schedule-impact score based on the derived schedule-quotient score and the derived agent-quotient score; and (iv) operating a recommendation module for auto-corrective measures in one or more systems based on the derived schedule-impact score.