公开(公告)号：US11847602B2

公开(公告)日：2023-12-19

申请号：US17313013

申请日：2021-05-06

Applicant: NICE LTD.

Inventor： Harshit Sharma ,  Rahul Vyas ,  Salil Dhawan

IPC: G06Q10/06 ,  G06Q10/0639 ,  G06F40/40 ,  G06Q30/016 ,  H04M3/50

CPC classification number: G06Q10/06393 ,  G06F40/40 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q30/016 ,  H04M3/50

Abstract: There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage. The RIR score is sent to a platform by which the platform is preconfigured to distribute the interaction-recording for evaluation, based on the RIR score.

公开(公告)号：US20220358439A1

公开(公告)日：2022-11-10

申请号：US17313013

申请日：2021-05-06

Applicant: NICE LTD.

Inventor： Harshit Sharma ,  Rahul Vyas ,  Salil Dhawan

IPC: G06Q10/06 ,  G06Q30/00 ,  H04M3/50 ,  G06F40/40

Abstract: There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage. The RIR score is sent to a platform by which the platform is preconfigured to distribute the interaction-recording for evaluation, based on the RIR score.