公开(公告)号：US20250094933A1

公开(公告)日：2025-03-20

申请号：US18469648

申请日：2023-09-19

Applicant: Nice Ltd.

Inventor： Kanchan VASNANI ,  Vaibhav CHOBE ,  Richa DEO

IPC: G06Q10/1093 ,  G06Q10/04

Abstract: Methods and systems for digital scheduling include periodically determining, from a datastore of agent profiles, a set of agents which satisfy a predefined time-off criterion; and notifying, via a digital message, one or more agents of the determined set of agents of a recommended list of dates on which to take a time-off, wherein the recommended list of dates is generated in accordance with staffing prediction data for the dates.

公开(公告)号：US20250021909A1

公开(公告)日：2025-01-16

申请号：US18349497

申请日：2023-07-10

Applicant: NICE LTD.

Inventor： Kanchan VASNANI ,  Richa DEO ,  Vaibhav CHOBE

IPC: G06Q10/0637

Abstract: Systems and methods are provided for configuring a set of one or more contact centers, the set of one or more contact centers associated with a total number of agents and a number of regions. The systems and methods may include predicting or selecting a number of scheduling units or an optimal number of skills for the set of one or more contact centers based on the total number of agents and the number of regions.

公开(公告)号：US20240296397A1

公开(公告)日：2024-09-05

申请号：US18117451

申请日：2023-03-05

Applicant: NICE LTD.

Inventor： Kanchan VASNANI ,  Richa DEO ,  Vaibhav CHOBE

IPC: G06Q10/0631

CPC classification number: G06Q10/063118

Abstract: A computerized-method for reducing understaffing conditions by enabling scheduling of a flexible-activity-request in a WFM system. The computerized-method includes operating a Flexible-Activity-Requestor module to enable an agent to enter a date-range for the flexible-activity-request. Receiving an agent date-range to be forwarded to a Schedule-Requests-Management (SRM) system and upon manager approval stored in a database. Generating one or more schedules to be assigned to one or more agents, forwarding the generated schedules to a Schedule-Manager MS. Having the SRM system retrieve preferences of future activity requests from the database and forward it to the Schedule-Manager MS and operating a scheduler MS to select a date which is in the entered date-range for each future activity request based on the retrieved preferences of future activity requests; and staffing plans retrieved from a staffing data database. Sending notifications to agents as to the selected date of each future activity request.

公开(公告)号：US20240169280A1

公开(公告)日：2024-05-23

申请号：US18057553

申请日：2022-11-21

Applicant: NICE LTD.

Inventor： Richa DEO

IPC: G06Q10/0631

CPC classification number: G06Q10/06311

Abstract: Workforce management systems and methods, and non-transitory computer readable media, including receiving a time-off request from a first agent, wherein the time-off request comprises an agent ID of the first agent and a first requested date; providing, to a trained machine learning model, staffing data on the first requested date, skills of the first agent, pending time-off requests from other agents on the first requested date, and time-off taken by the first agent in the past; calculating, by the trained machine learning model, an approval probability of the time-off request; and displaying, on a graphical user interface, the approval probability of the time-off request to the first agent and to a manager.