公开(公告)号：US20250094910A1

公开(公告)日：2025-03-20

申请号：US18471090

申请日：2023-09-20

Applicant: NICE LTD.

Inventor： Swati KADU ,  Salil DHAWAN ,  Pramod GIRI ,  Nachiket DESHPANDE ,  Hitesh MADNANI ,  Digambar KUMAR ,  Bhagyashree BHOYAR

IPC: G06Q10/0639

Abstract: Agent proficiency scoring systems and methods, and non-transitory computer readable media, include receiving performance details and behavior details for an agent; calculating a performance score and a behavior score for the agent based on the performance details and the behavior details; combining the performance score and the behavior score to yield a current proficiency score of the agent; calculating a proficiency deviation between the current proficiency score of the agent and a previous proficiency score of the agent; determining whether the proficiency deviation of the agent is within an acceptable range; automatically updating the previous proficiency score, or transmitting a proficiency score request to a supervisor of the agent for review; and implementing one or more actions based on the current proficiency score or the previous proficiency score of the agent.