公开(公告)号：US12039278B2

公开(公告)日：2024-07-16

申请号：US17341749

申请日：2021-06-08

Applicant: Nice Ltd.

Inventor： Abhijit Mokashi ,  Amram Amir Cohen

IPC: G06F40/30

CPC classification number: 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.

公开(公告)号：US20230042350A1

公开(公告)日：2023-02-09

申请号：US17376565

申请日：2021-07-15

Applicant: NICE Ltd.

Inventor： Abhijit Mokashi ,  Onkar Hingne

IPC: G06Q10/06

Abstract: Embodiments of the invention are directed to a computer-implemented system and method of performing quality assurance. The method may include receiving, by a processor, a quality plan comprising an expected number of evaluation tasks, wherein each evaluation task is distributed to an evaluator of a plurality of evaluators to be completed. For each evaluator, the processor computes an expected number of evaluation tasks to be completed per period, wherein the expected number of evaluation tasks completed per period is based on the expected number of evaluation tasks averaged over a set time period. The processor receives, for each evaluator, a number of actual evaluation tasks completed during the set time period and reassigns one or more evaluation tasks from the evaluator if the actual evaluation tasks completed during the set time period for said evaluator does not meet a predetermined threshold.

公开(公告)号：US11062091B2

公开(公告)日：2021-07-13

申请号：US16370024

申请日：2019-03-29

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.