公开(公告)号：US20230222425A1

公开(公告)日：2023-07-13

申请号：US17571490

申请日：2022-01-09

Applicant: NICE LTD.

Inventor： Pramod Giri ,  Salil Dhawan ,  Swati Kadu

IPC: G06Q10/06

CPC classification number: G06Q10/06393 ,  G06Q10/06398

Abstract: A computerized-method for prioritizing agents for working from office, in a hybrid contact center work environment, is provided herein. The computerized-method includes operating an Agent Work From Office (AWFO) Prioritization Analytics module. The AWFO Prioritization Analytics module includes: (i) for each agent in the data store of agents’ metrics calculating an Agent Health (AH) score; (ii) when the AH score is ‘1’ then (a) calculating: (a.i) Agent Home Productivity (AHP) score; (a.ii) Agent Skills Prioritization (ASP) score; and (a.iii) agent’s preferences to work from office indicator; (b) determining an A WFO score based on the AHP score, the ASP score and the agent’s preferences to work from office indicator; and (c) sending the determined A WFO score to a Workforce Management (WFM) application to be presented via a User Interface (UI) thereof.

公开(公告)号：US12267461B2

公开(公告)日：2025-04-01

申请号：US18226283

申请日：2023-07-26

Applicant: NICE LTD.

Inventor： Pramod Giri ,  Salil Dhawan ,  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.