公开(公告)号：USRE48681E1

公开(公告)日：2021-08-10

申请号：US16708769

申请日：2019-12-10

Applicant: NICE LTD.

Inventor： Hadas Liberman Ben-Ami ,  Leon Portman ,  Yuval Marco ,  Yosef Golan ,  Shlomi Haba ,  Iftach Smith ,  Yizhar Ronen ,  Yohay Etsion ,  Igor Cher ,  Naama Damti ,  Assaf Frenkel ,  Uzi Baruch

IPC: H04M3/51

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

公开(公告)号：USRE47896E1

公开(公告)日：2020-03-03

申请号：US16049319

申请日：2018-07-30

Applicant: NICE LTD.

Inventor： Hadas Liberman Ben-Ami ,  Leon Portman ,  Yuval Marco ,  Yosef Golan ,  Shlomi Haba ,  Iftach Smith ,  Yizhar Ronen ,  Yohay Etsion ,  Igor Cher ,  Naama Damti ,  Assaf Frenkel ,  Uzi Baruch

IPC: H04M3/51

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

公开(公告)号：USRE49486E1

公开(公告)日：2023-04-04

申请号：US17337725

申请日：2021-06-03

Applicant: Nice Ltd.

Inventor： Hadas Liberman Ben-Ami ,  Leon Portman ,  Yuval Marco ,  Yosef Golan ,  Shlomi Haba ,  Iftach Smith ,  Yizhar Ronen ,  Yohay Etsion ,  Igor Cher ,  Naama Damti ,  Assaf Frenkel ,  Uzi Baruch

IPC: H04M3/51

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

公开(公告)号：US10990931B2

公开(公告)日：2021-04-27

申请号：US15274267

申请日：2016-09-23

Applicant: NICE LTD.

Inventor： Omer Abramovici ,  Iftach Smith ,  Charles William Gulledge

IPC: G06Q10/10 ,  G06Q10/06

Abstract: A work period scheduler includes one or more data processors configured to receive performance data relating to the performance of one or more individual workers from a database. The performance data is then analyzed to identify one or more workers as a leader, a leader being a worker whose presence in a group of the individual workers results in an improvement in overall performance of said group. Work periods, e.g. shifts, may then be scheduled based on one or more skills attributed to one or more workers wherein the one or more skills includes leader.