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：US20250045706A1

公开(公告)日：2025-02-06

申请号：US18363835

申请日：2023-08-02

Applicant: Nice Ltd.

Inventor： Vaibhav CHOBE ,  Kanchan VASNANI ,  Jahid QURAISHI

IPC: G06Q10/1093 ,  G06Q10/0631

Abstract: Methods and systems for digital scheduling include, using a processor: identifying a set of target agents associated with a corresponding set of shift parameters that satisfy a set of preferences of a multi-day trade request initiated by a source agent; sending the multi-day trade request to a sub-set of the identified target agents selected by the source agent; and if a first target agent of the sub-set accepts the multi-day trade request, and if the multi-day trade request satisfies a pre-defined set of approval criteria, then automatically approving the multi-day trade request between the source agent and said first target agent, and automatically adjusting a schedule of the source agent and the first target agent to reflect the approved multi-day trade request; else: automatically rejecting the multi-day trade request.

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：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：US20240428150A1

公开(公告)日：2024-12-26

申请号：US18822518

申请日：2024-09-03

Applicant: NICE LTD.

Inventor： Priyanka PADALALU ,  Ruchika PASHINE ,  Vaibhav CHOBE

IPC: G06Q10/0631 ,  H04M3/51

Abstract: A computerized-method for trading a scheduled-working-shift, is provided herein. The computerized-method includes operating a trading-shifts module. The module includes: communicating with a computerized-device of a source-agent, to receive a trade-request for a scheduled-working-shift, via a trading-shift-interface; retrieving from a database, adequate target-agents, which have tagged a period including the scheduled-working shift as tradable and having a day off, during the scheduled-working-shift; calculating a trading-rank to each agent of the adequate target-agents, based on a number of trading actions in a preconfigured period of time in which the adequate target-agent has accepted a trade request, sorting the adequate target-agents, in descending order according to the calculated trading-rank of each agent of the adequate target-agents, to yield a sorted list of target-agents having a top-rated target-agent; and automatically updating the database, by assigning the scheduled-working-shift of the source-agent to the top-rated target-agent and the scheduled-working-shift of the top-rated target-agent to the source-agent.

公开(公告)号：US20250124369A1

公开(公告)日：2025-04-17

申请号：US18380915

申请日：2023-10-17

Applicant: NICE LTD.

Inventor： Vaibhav CHOBE ,  Niranjan BAGADE ,  Kanchan VASNANI

IPC: G06Q10/0631

Abstract: A computer-implemented method for optimizing a number of sessions of a multi-session meeting based on agents skill requirement during a time-range of scheduled work-shifts, in a cloud-based contact center. The computer-implemented method includes receiving a time-range of scheduled work-shifts, a maximum number of agents in each session of the multi-session meeting, one or more skill-types and a buffer-level for each skill-type, operating a schedule manager MS to provide scheduled work-shifts of agents in the time-range of scheduled work-shifts that include open slots and net staffing data of each skill-type, determining a total number of agents, calculating a lower-bound of sessions and an upper-bound of sessions, iteratively determining a number of sessions of the multi-session meeting and allocating the total number of agents to the determined number of sessions of the multi-session meeting until an optimal number of sessions of the multi-session meeting is reached.

公开(公告)号：US20240161033A1

公开(公告)日：2024-05-16

申请号：US17987054

申请日：2022-11-15

Applicant: Nice Ltd.

Inventor： Vaibhav CHOBE ,  Kanchan VASNANI

IPC: G06Q10/06

CPC classification number: G06Q10/06312

Abstract: Methods and systems for updating a first assignment of resources include: identifying, by a computing device, based on data describing a first assignment of resources, one or more time periods of the first assignment of resources for which there is an under-assignment of resources; and automatically generating, by the computing device, using data describing one or more auxiliary resources, data describing a second assignment of resources which assigns one or more of the auxiliary resources to the identified one or more time periods.