公开(公告)号：US20200311209A1

公开(公告)日：2020-10-01

申请号：US16370024

申请日：2019-03-29

Applicant: Nice Ltd.

Inventor： Abhijit MOKASHI ,  Amram Amir Cohen

IPC: G06F17/27

Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.

公开(公告)号：US20250078009A1

公开(公告)日：2025-03-06

申请号：US18458553

申请日：2023-08-30

Applicant: NICE LTD.

Inventor： Swapnil THAKARE ,  Gennadi LEMBERSKY ,  Brijesh UPADHYAY ,  Abhijit MOKASHI

IPC: G06Q10/0639 ,  H04M3/51

Abstract: Systems adapted to measure impact of supervisor actions and methods, and non-transitory computer readable media, include identifying an interaction where a contact center supervisor performed a supervisor action, where the supervisor supervised a contact center agent; identifying a supervisor intervention point in the interaction; determining an impact score for each of a plurality of behavioral factors; aggregating the impact scores for the plurality of behavioral factors and determining an average of the impact scores to provide an overall impact score for the supervisor action; and performing an action automatically based on the overall impact score to improve contact center performance.

公开(公告)号：US20240046191A1

公开(公告)日：2024-02-08

申请号：US17874976

申请日：2022-07-27

Applicant: Nice Ltd.

Inventor： Abhijit MOKASHI ,  Onkar HINGNE

IPC: G06Q10/06

CPC classification number: G06Q10/06395 ,  G06Q10/06393

Abstract: Systems and methods for monitoring a quality of interactions include: receiving one or more quality metrics relating to one or more quality targets; determining, on a periodic basis, a current quality value for each of the one or more quality targets; calculating a deviation of the current quality value from a desired value of the quality target; weighting the one or more quality targets according to the calculated deviation; and determining a set of one or more interactions for review based on one or more quality metric deviations and the weighted quality targets.

公开(公告)号：US20210294984A1

公开(公告)日：2021-09-23

申请号：US17341749

申请日：2021-06-08

Applicant: Nice Ltd.

Inventor： Abhijit MOKASHI ,  Amram Amir COHEN

IPC: G06F40/30

Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.