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.