公开(公告)号：US20230222428A1

公开(公告)日：2023-07-13

申请号：US17571770

申请日：2022-01-10

Applicant: NICE LTD.

Inventor： Ashadeepa DEBNATH ,  Jason Williams ,  Rahul Vyas ,  Salil Dhawan

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: G06Q10/06395 ,  G06Q10/06393 ,  H04M3/5175 ,  H04M3/5141

Abstract: A computerized-method for identifying nonadherence to contact-center practice rules is provided herein. The computerized-method includes operating a data-analyzer module. The said data-analyzer module includes: (i) retrieving a set of rules; (ii) monitoring activities of each user via one or more product-applications by receiving a stream of data related to the activities from the one or more applications. The stream of data may include details of the monitored activities; (iii) comparing details of the monitored activities with each rule in the set of rules to identify one or more activities that are breaching a rule from the set of rules; (iv) for each activity of a related-user from the identified one or more activities: (a) notifying the related-user about a guideline-breaching via a computerized-device of the related-user; and (b) updating the data store of exceptions with the details of the activity that breached the rule from the set of rules.

公开(公告)号：US20220215321A1

公开(公告)日：2022-07-07

申请号：US17141238

申请日：2021-01-05

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Chaitra DATE ,  Ashadeepa DEBNATH

IPC: G06Q10/06 ,  H04M3/51 ,  G06N20/00

Abstract: A computerized-method for recommending activities for an agent, in a contact center is provided herein. The computerized-method includes operating an activities-recommendation module, for agents in a contact center, during a work-shift of an agent. The operating of the activities-recommendation module includes: (i) operating a machine-learning-model to calculate a motivation-score; (ii) associating a preconfigured score-range for the calculated motivation score; (iii) collecting activities which were preassigned to the preconfigured score-range; (iv) retrieving one or more predetermined agent favorite activities; (v) retrieving one or more agent history activities, which were previously selected by the agent; (vi) calculating an activity-occurrence score for each activity of the collected activities, which were preassigned to the preconfigured score-range, by adding the: (a) motivation-score; (b) the one or more predetermined agent favorite activities; and (c) the one or more agent history activities; and (vii) displaying a rated list of recommended activities, according to the calculated activity-occurrence score.