公开(公告)号：US20250139542A1

公开(公告)日：2025-05-01

申请号：US18383488

申请日：2023-10-25

Applicant: NICE LTD.

Inventor： Salil DHAWAN ,  Rahul VYAS ,  Oren GERSTNER ,  Darshan AMBHAIKAR

IPC: G06Q10/0631

Abstract: A computer-implemented method for adjusting agents staffing levels of a successive work-shift of a preassigned ongoing work-shift, during the preassigned ongoing work-shift, in a contact center. The computer-implemented method includes: (i) during the preassigned ongoing work-shift, determining a number of agents to handle inbound-interactions that require one or more skills for the successive work-shift; (ii) comparing the number of agents to handle inbound-interactions that require one or more skills to a threshold; (iii) when the number of agents to handle inbound-interactions that require one or more skills is above the threshold, calculating a number of extra-agents; and (iv) operating a shift-extension module to: (a) select the calculated number of extra-agents from agents having the one or more skills which are assigned to the preassigned ongoing work-shift; and (b) update corresponding schedules of the selected number of extra-agents, in a database of a Workforce Management (WFM) system.

公开(公告)号：US20200349494A1

公开(公告)日：2020-11-05

申请号：US16400226

申请日：2019-05-01

Applicant: NICE LTD.

Inventor： Nicholas Duane MARTIN ,  Brent Allen HAFERKAMP ,  Oren GERSTNER ,  Chetan PRAJAPATI ,  Juan Claudio SERVIERE MORALES

IPC: G06Q10/06 ,  G06Q10/10

Abstract: A system is provided for a workforce management system adapted to perform automated scheduling operations based on one or more scheduling rules. The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include receiving, from an administrative user, parameters for a plurality of queries for a gamified survey, determining the gamified survey for the plurality of queries, wherein each of the plurality of queries further comprises an agreement level with an answer to the query, distributing the gamified survey to a first user through the workforce management system, detecting a first survey response by the first user to the gamified survey, and generating, without input from the administrative user, a first scheduling rule associated with the first user based on the first survey response.

公开(公告)号：US20220230126A1

公开(公告)日：2022-07-21

申请号：US17716798

申请日：2022-04-08

Applicant: NICE LTD.

Inventor： Nicholas Duane MARTIN ,  Brent Allen HAFERKAMP ,  Oren GERSTNER ,  Chetan PRAJAPATI ,  Juan Claudio SERVIERE MORALES

IPC: G06Q10/06 ,  G06Q10/10

Abstract: A system and methods are provided for a workforce management (WFM) system adapted to perform automated scheduling operations based on scheduling rule(s) and/or parameter(s). The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include automatically generating a survey comprising queries based on the scheduling rule(s) and parameter(s) having at least a first and second dimension, distributing the survey to user(s) via one or more interfaces of the WFM system, detecting each response to the survey via the WFM system, analyzing, using a deep learning model, each survey response, generating one or more recommendations for the user(s) based on analyzing each response using the deep learning model, detecting one or more feedbacks to the survey via the WFM system, and adjusting, using the deep learning model and the feedback(s) to the recommendation(s), one or more of the parameters for the survey.