公开(公告)号：US20210360108A1

公开(公告)日：2021-11-18

申请号：US17207781

申请日：2021-03-22

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul Vyas

IPC: H04M3/51 ,  H04L29/06 ,  H04M3/523

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

公开(公告)号：US20230230014A1

公开(公告)日：2023-07-20

申请号：US17576952

申请日：2022-01-16

Applicant: NICE LTD.

Inventor： Kunal Khanvilkar ,  Rahul Vyas ,  Salil Dhawan ,  Sourav Chauhan

IPC: G06Q10/06 ,  H04M3/51 ,  H04M3/523

CPC classification number: G06Q10/06398 ,  G06Q10/06395 ,  H04M3/5175 ,  H04M3/5237 ,  H04M2203/402 ,  H04M2203/403

Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof is provided herein. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module. The CSHAP-module includes: (a) operating an interactions-module to retrieve one or more interactions and metadata thereof of the agent; (b) for each interaction, determining if the interaction has been handled with concurrent interactions; (c) for each determined interaction as handled with concurrent interactions, checking in the metadata if the interaction has one or more defocused-events; (d) calculating a CSHAP-score for the agent based on one or more attributes from the metadata of the interaction to provide an indication as to an ability of the agent to address concurrent customer sessions; (e) storing the calculated CSHAP-score in a data-store; and (f) sending the CSHAP-score to one or more applications, to take one or more follow-up actions based on the CSHAP-score.

公开(公告)号：US11676094B2

公开(公告)日：2023-06-13

申请号：US17833909

申请日：2022-06-07

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Harshit Kumar Sharma ,  Rahul Vyas

IPC: G06Q10/06 ,  H04M3/22 ,  G06Q10/0639

CPC classification number: G06Q10/06398 ,  H04M3/2218 ,  H04M3/2281

Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction. (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

公开(公告)号：US11386382B1

公开(公告)日：2022-07-12

申请号：US17124562

申请日：2020-12-17

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Harshit Kumar Sharma ,  Rahul Vyas

IPC: G06Q10/06 ,  H04M3/22

Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

公开(公告)号：US11800015B2

公开(公告)日：2023-10-24

申请号：US17988786

申请日：2022-11-17

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Rahul Vyas

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04L65/1059 ,  H04L65/1104

CPC classification number: H04M3/5183 ,  H04L65/1059 ,  H04L65/1104 ,  H04M3/5133 ,  H04M3/5238 ,  H04M2203/551

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

公开(公告)号：US11575790B2

公开(公告)日：2023-02-07

申请号：US17687721

申请日：2022-03-07

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Rahul Vyas

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04L65/1059 ,  H04L65/1104

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

公开(公告)号：US10992808B1

公开(公告)日：2021-04-27

申请号：US15931619

申请日：2020-05-14

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Rahul Vyas

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04L29/06

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CT event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.