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.