公开(公告)号：US20250103979A1

公开(公告)日：2025-03-27

申请号：US18476178

申请日：2023-09-27

Applicant: NICE LTD.

Inventor： Saurabh GUPTA ,  Sanjeev HEMNANI ,  Kushagra DUBEY

IPC: G06Q10/0631

Abstract: Agent utilization systems and methods, and non-transitory computer readable media, include receiving net staffing data for an organization; identifying opportunities for agents by: calculating available agents per interval (AAI) information based on the net staffing data, calculating total addressable contacts (TAC) information based on the AAI information, and calculating opportunity information for a calling list opportunity, a coaching opportunity, a re-allocation opportunity, or a combination thereof, based on the TAC information; displaying the calling list opportunity, the coaching opportunity, the re-allocation opportunity, or a combination thereof, alongside the opportunity information; receiving a selection of one of the calling list opportunity, the coaching opportunity, the re-allocation opportunity, or a combination thereof; and in response to the selection, automatically implementing the selected calling list opportunity, the selected coaching opportunity, the selected re-allocation opportunity, or a combination thereof, in a workforce management system.