公开(公告)号：US20230245033A1

公开(公告)日：2023-08-03

申请号：US17589944

申请日：2022-02-01

Applicant: NICE LTD.

Inventor： Mahesh BAIRAGI ,  Santosh AWASARE

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/51

CPC classification number: G06Q10/06398 ,  G06Q10/06395 ,  G06Q10/105 ,  H04M3/5175 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/402

Abstract: A computerized-method for measuring an Agent-Engagement-Index (AEI) and associating actions to improve thereof, is provided herein. The computerized-method may operate an AEI module for an assessment of agents. The AEI module includes: (i) retrieving data from applications to derive agent's related-data and exporting the agent's related-data into data-files; (ii) operating a data-ingest module to store the agent's related-data from the data-files; (iii) operating a transform module to transform the agent's related-data by creating relational-entities and calculating metrics; (iv) operating an analytic-engine to process the relational-entities and the calculated metrics for calculating indicators and an AEI based thereon; (v) determining actions to improve the AEI based on the calculated AEI and the indicators; (vi) storing the determined actions in the data-store of agents to improve the AEI and the indicators; and (vii) upon user's request displaying the indicators and the AEI for each agent and the determined actions for each agent.