公开(公告)号：US10091357B1

公开(公告)日：2018-10-02

申请号：US15452752

申请日：2017-03-08

Applicant: NICE LTD.

Inventor： Jeffrey Stern ,  Yoav Shichel ,  Natan Katz

IPC: H04M3/00 ,  H04M3/51

Abstract: A method and system for evaluating the performance of individuals, such as agents in a call center, each performing multiple tasks may include obtaining a performance score for each execution of a task by individuals in the group of individuals; determining the distribution of the performance scores; comparing single performance scores with the distribution of performance scores; and selecting a single performance score for an individual based on said comparison. An oscillator algorithm may be used to determine whether said selected performance score is part of a trend in performance by that individual.

公开(公告)号：US10140285B2

公开(公告)日：2018-11-27

申请号：US15182897

申请日：2016-06-15

Applicant: NICE LTD.

Inventor： Jeffrey Stern ,  Nimrod Cohen

IPC: G06F17/27 ,  G06F17/30 ,  G10L15/26 ,  G10L25/51 ,  G10L25/06 ,  H04M3/51

Abstract: In some embodiments, a system and method for generating phrase based categories of interactions may include obtaining a base category, the base category including one or more phrases. A base trend for the base category may be generated based on a frequency of appearance of at least one of the one or more phrases in a set of recorded interactions; a candidate phrase may be obtained and a candidate trend may be generated for the candidate phrase based on a frequency of appearance of the candidate phrase in the set of recorded interactions; a correlation level may be determined by relating the candidate trend to the base trend; and, if the correlation level is greater than a threshold level then the candidate phrase may be included the in the base category.