公开(公告)号：US20240046171A1

公开(公告)日：2024-02-08

申请号：US17877944

申请日：2022-07-31

Applicant: NICE LTD.

Inventor： Swati KADU ,  Salil DHAWAN ,  Pramod GIRI

IPC: G06Q10/06 ,  G06Q30/00

CPC classification number: G06Q10/063116 ,  G06Q30/016 ,  G06Q10/06398

Abstract: A computerized-method for authorizing time-off for a skill to increase agents digital availability is provided herein. The computerized-method includes receiving an agent skill-based time-off request having one or more skills and a duration from a User Interface (UI) in a computerized-device of an agent, and for each skill of the one or more skills in the agent skill-based time-off request: (a) operating an agent-skill-based time-off module to calculate au agent time-off eligibility-quotient. When the agent time-off eligibility-quotient is below a preconfigured quotient-threshold the agent skill-based time-off request is rejected, and when the agent time-off eligibility-quotient is above the preconfigured quotient-threshold, operating an approver module to yield an authorization decision; and (b) sending the authorization decision, details of the skill and duration to a time-off recommendation module to forward the authorization decision, details of the skill and duration to one or more contact-center modules.

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.

公开(公告)号：US20250039304A1

公开(公告)日：2025-01-30

申请号：US18226283

申请日：2023-07-26

Applicant: NICE LTD.

Inventor： Pramod GIRI ,  Salil DHAWEAN ,  Swati KADU

IPC: H04M3/523

Abstract: A computer-implemented method for dynamically prioritizing inbound interactions in a digital multi-channel contact center. The computer-implemented method includes for each inbound interaction via a digital channel: (i) operating an interaction analyzer module to extract one or more metadata parameters from the inbound interaction; (ii) operating a prioritization module to calculate a Digital Interaction Priority Score (DIPS) of the inbound interaction based on the one or more metadata parameters; and (iii) forwarding the DIPS to an interaction distribution module to route the inbound interaction to an agent based on the DIPS. The DIPS is periodically updated until the interaction is assigned to the agent.

公开(公告)号：US20240242143A1

公开(公告)日：2024-07-18

申请号：US18097324

申请日：2023-01-16

Applicant: NICE LTD.

Inventor： Harshad AMBEKAR ,  Salil DHAWAN ,  Swati KADU

IPC: G06Q10/0631 ,  G06Q10/0639 ,  H04M3/51

CPC classification number: G06Q10/063116 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M2203/402

Abstract: A computerized-method for identifying high impacted schedules, in a contact center is provided herein. The computerized-method includes retrieving schedules of agents during a preconfigured period from a Workforce Management (WFM) system. For each schedule: (i) operating a schedule quotient module to derive schedule-quotient score; (ii) operating an agent quotient module to derive agent-quotient score; (iii) operating a Schedule Impact Score (SIS) module to derive a schedule-impact score based on the derived schedule-quotient score and the derived agent-quotient score; and (iv) operating a recommendation module for auto-corrective measures in one or more systems based on the derived schedule-impact score.

公开(公告)号：US20230316177A1

公开(公告)日：2023-10-05

申请号：US18205541

申请日：2023-06-04

Applicant: NICE LTD.

Inventor： Pramod GIRI ,  Salil DHAWAN ,  Swati KADU

IPC: G06Q10/0631 ,  G06Q10/0639 ,  G06Q10/04

CPC classification number: G06Q10/063112 ,  G06Q10/06393 ,  G06Q10/04

Abstract: A computerized-method for prioritizing agents for working from office via a WFM application, in a hybrid-contact-center work environment. The computerized-method includes: when creating a schedule for a period via the WFM application: getting skills for each day in the schedule, each skill having an associated priority; and allocating agents for each skill in descending order of priority associated to the skill by: for each skill that requires agents to work from office: getting forecast agents count for the skill; and allocating agents to office location based on office capacity and a calculated Agent Work From Office (AWFO) score in ascending order and Agent Health (AH) score greater than ‘0’ until office capacity is full or agent requirements for the skill are fulfilled; when the agents count for the skill is not fulfilled, allocating agents to work from home based on an associated Agent Home Productivity (AHP) score in descending order.