公开(公告)号：US20220366375A1

公开(公告)日：2022-11-17

申请号：US17316747

申请日：2021-05-11

Applicant: Nice Ltd.

Inventor： Niranjan Bagade ,  Tanmay Patwardhan ,  Vaibhav Chobe

IPC: G06Q10/10

Abstract: A computerized-method for work-time reconciliation upon agent inactivity prediction is provided herein. In a computerized system that includes a processor, a data storage of data related to workforce-management and a data storage of data relate to interaction-routing and a memory to store the data storages, the processor operating a work-time reconciliation module. The operating of the work-time reconciliation module includes operating an agent inactivity detection module to yield a list of agents for work-time reconciliation and then, storing the list of agents for work-time reconciliation in the data storage of data related to workforce management and then displaying on a display unit details of agents in the list of agents for work-time reconciliation.

公开(公告)号：US20230359961A1

公开(公告)日：2023-11-09

申请号：US17739120

申请日：2022-05-08

Applicant: NICE LTD.

Inventor： Vaibhav Chobe ,  Priyanka Padalalu ,  Ojas Pitre

IPC: G06Q10/06 ,  G06F16/903 ,  G06F16/9038

CPC classification number: G06Q10/063116 ,  G06F16/90335 ,  G06F16/9038

Abstract: A computerized-system for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule, in a contact center is provided here in. Upon receiving a time-off request from a source-agent, operating a Time-off Convertor (TC) module. The TC module includes (i) searching open trade requests in dates where the source-agent doesn't have a scheduled-shift, to yield a list-of-trading-agents; (ii)retrieving from the yielded list-of-trading-agents, compatible-agents who do not have a scheduled-shift in the specified date; (iii) presenting the compatible-agents, via a display unit; (iv) enabling the source-agent a selection of an agent from the presented compatible-agents and upon selection of the agent by the source-agent, sending an approval request to the agent; and (v) upon acceptance of the agent, sending to the source-agent and to the agent a trade-success-notification, and operating change of scheduled shifts in one or more WFM MSs.

公开(公告)号：US20230004921A1

公开(公告)日：2023-01-05

申请号：US17367369

申请日：2021-07-04

Applicant: NICE LTD.

Inventor： Priyanka PADALALU ,  Ruchika Pashine ,  Vaibhav Chobe

IPC: G06Q10/06 ,  G06Q10/10

Abstract: A computerized-method for trading a scheduled-working-shift, is provided herein. The computerized-method includes operating a trading-shifts module. The module includes: communicating with a computerized-device of a source-agent, to receive a trade-request for a scheduled-working-shift, retrieving adequate target-agents, having a day-off, during the scheduled-working-shift, sorting the adequate target-agents, to yield a sorted-list of target-agents, sending the sorted-list of target-agents to the computerized-device of the source-agent, to be presented via a trading-shift-interface. Upon receiving from the computerized-device of the source-agent, a selection of adequate target-agents from the sorted-list of target-agents, presenting a notification for a trade-request, on each computerized-device of the selected adequate target-agents, receiving a trade-action from each notified adequate target-agents, for the trade request, and sending the trade-action to the computerized-device of the source-agent, to be presented, and receiving a selection of a scheduled-working-shift of a target-agent, from the computerized-device of the source-agent, according to the trade-action and the scheduled-working-shift.