公开(公告)号：US20250139542A1

公开(公告)日：2025-05-01

申请号：US18383488

申请日：2023-10-25

Applicant: NICE LTD.

Inventor： Salil DHAWAN ,  Rahul VYAS ,  Oren GERSTNER ,  Darshan AMBHAIKAR

IPC: G06Q10/0631

Abstract: A computer-implemented method for adjusting agents staffing levels of a successive work-shift of a preassigned ongoing work-shift, during the preassigned ongoing work-shift, in a contact center. The computer-implemented method includes: (i) during the preassigned ongoing work-shift, determining a number of agents to handle inbound-interactions that require one or more skills for the successive work-shift; (ii) comparing the number of agents to handle inbound-interactions that require one or more skills to a threshold; (iii) when the number of agents to handle inbound-interactions that require one or more skills is above the threshold, calculating a number of extra-agents; and (iv) operating a shift-extension module to: (a) select the calculated number of extra-agents from agents having the one or more skills which are assigned to the preassigned ongoing work-shift; and (b) update corresponding schedules of the selected number of extra-agents, in a database of a Workforce Management (WFM) system.

公开(公告)号：US20240430178A1

公开(公告)日：2024-12-26

申请号：US18338080

申请日：2023-06-20

Applicant: NICE LTD.

Inventor： Darshan AMBHAIKAR ,  Rahul VYAS ,  Salil DHAWAN

IPC: H04L41/5009 ,  G06Q30/01 ,  H04L41/50

Abstract: An event prioritization system and methods are provided that are configured to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform event prioritization operations which include receiving an event associated with a computing issue affecting a customer entity, extracting a plurality of event prioritization factors from event data of the event, calculating scores for the plurality of event prioritization factors, determining a customer impact score of the event based on the scores, determining a criticality of the event based on the customer impact score and a service level agreement, and prioritizing the event in an event handler queue.

公开(公告)号：US20240176785A1

公开(公告)日：2024-05-30

申请号：US18071008

申请日：2022-11-29

Applicant: Nice Ltd.

Inventor： Darshan AMBHAIKAR ,  Seemit Vijay SHAH ,  Yuvraj Amrutrao SAWANT ,  Nick MARTIN

IPC: G06F16/2457 ,  G06F16/22

CPC classification number: G06F16/24573 ,  G06F16/2272 ,  G06F16/2358

Abstract: A computerized system and method may quantify a level or degree of monotony associated with the execution of repetitive tasks involving a plurality of computing devices—and may accordingly determine or choose a task schedule for which the smallest degree of monotony is calculated. A computerized system comprising one or more processors, a communication interface to communicate via a communication network with remote computing devices, and a memory including data items describing tasks involving the remote computing devices, may be used for selecting remote computers based on the stored data items; calculate monotony indices for the selected computing devices based on, e.g., a plurality of tasks and corresponding time windows (in which, e.g., the tasks were performed or executed); automatically documenting the calculated monotony indices in a database; and transmitting instructions to automatically execute computer operations on a remote computer based on calculated monotony indices.