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.

公开(公告)号：US20230297909A1

公开(公告)日：2023-09-21

申请号：US18096732

申请日：2023-01-13

Applicant: Nice Ltd.

Inventor： Noam KAPLAN ,  Ying ZHANG ,  Gennadi LEMBERSKY ,  Nick MARTIN ,  Eyal SEGAL

IPC: G06Q10/0631

CPC classification number: G06Q10/063112 ,  G06Q10/06316

Abstract: Methods and systems for, upon receipt of a second computer data stream, predicting a change in processing a first computer data stream, include: receiving, at a computing device, the first computer data stream; generating a first data sequence comprising a time of receipt of the first computer data stream; receiving the second computer data stream; generating a second data sequence comprising a time of receipt of the second computer data stream; sending the first and second data sequences to a prediction model; predicting, by the prediction model, at least one change in at least one metric associated with processing the first computer data stream, the predicted change based at least in part on the first and second data sequences; and sending, by the prediction model, to the computing device, the at least one change in the at least one metric associated with processing the first computer data stream.

公开(公告)号：US20240073170A1

公开(公告)日：2024-02-29

申请号：US17899227

申请日：2022-08-30

Applicant: NICE LTD

Inventor： Nick MARTIN ,  Kalyani CHENNUPATI ,  Jin TANG

IPC: H04L51/214 ,  G06F40/40 ,  G06Q10/06

CPC classification number: H04L51/214 ,  G06F40/40 ,  G06Q10/063112

Abstract: A workforce management system and methods for managing a workload of an agent include receiving a first written interaction from a first customer; routing the first written interaction to an agent; determining a readability score of the first written interaction; aggregating the readability score with a plurality of past readability scores of written interactions assigned to the agent; creating a readability score scale based on the aggregated readability score with the plurality of past readability scores; creating a concurrency level scale based on a minimum concurrency level and a maximum concurrency level of the agent; correlating readability scores and concurrency levels using the readability score scale and the concurrency level scale; and adjusting the maximum concurrency level of the agent based on the correlation.