公开(公告)号：US20230269330A1

公开(公告)日：2023-08-24

申请号：US18081729

申请日：2022-12-15

Applicant: NICE LTD.

Inventor： Abhijit Wasulkar ,  Jason Williams ,  Mukesh Kumar Agarwal ,  Priyanka Sutar

IPC: H04M3/51 ,  G06Q10/0639

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  G06Q10/06393

Abstract: A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module. The ASSI-scoring module may include: (a) operating an interaction microservice to retrieve one or more agent's interactions which were conducted during the first preconfigured-period and related interaction-level key performance indicator (KPI)s, from a data store of interactions; (b) organizing the retrieved one or more agent's interactions in one or more groups by one or more second-preconfigured-periods; (c) checking a duration of each skill from a set of skills of an agent if it is assigned to the agent above a preconfigured-period-threshold to be marked as a related-skill; (d) for each group, calculating a skill-core based on a calculated evaluation-sum of each interaction in the group that is associated with a related-skill; and (e) calculating an ASSI-score based on the calculated one or more skill scores.

公开(公告)号：US11743385B1

公开(公告)日：2023-08-29

申请号：US18081729

申请日：2022-12-15

Applicant: NICE LTD.

Inventor： Abhijit Wasulkar ,  Jason Williams ,  Mukesh Kumar Agarwal ,  Priyanka Sutar

IPC: H04M3/00 ,  H04M3/51 ,  G06Q10/0639

CPC classification number: H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06398

Abstract: A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module. The ASSI-scoring module may include: (a) operating an interaction microservice to retrieve one or more agent's interactions which were conducted during the first preconfigured-period and related interaction-level key performance indicator (KPI)s, from a data store of interactions; (b) organizing the retrieved one or more agent's interactions in one or more groups by one or more second-preconfigured-periods; (c) checking a duration of each skill from a set of skills of an agent if it is assigned to the agent above a preconfigured-period-threshold to be marked as a related-skill; (d) for each group, calculating a skill-core based on a calculated evaluation-sum of each interaction in the group that is associated with a related-skill; and (e) calculating an ASSI-score based on the calculated one or more skill scores.

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：US11616880B1

公开(公告)日：2023-03-28

申请号：US17679152

申请日：2022-02-24

Applicant: NICE LTD.

Inventor： Abhijit Wasulkar ,  Jason Williams ,  Mukesh Agarwal ,  Priyanka Sutar

IPC: H04M3/00 ,  H04M3/51 ,  G06Q10/0639

Abstract: A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module. The ASSI-scoring module may include: (a) retrieving agent's set-of-skills and call details, during a first-preconfigured-period and one or more agent's interactions conducted during the first-preconfigured-period and related interaction-level (KPI)s; (b) organizing the retrieved one or more agent's interactions in one or more groups by one or more second-preconfigured-periods; (c) checking a duration of each skill from the retrieved set-of-skills if it is assigned to the agent above a preconfigured-period-threshold to be marked as a related-skill; (d) for each group, calculating a skill-core based on a calculated evaluation-sum of each interaction in the group that is associated with a related-skill; (e) calculating an ASSI-score based on the calculated one or more skill scores; and (f) sending the calculated ASSI-score to an application to be presented via a UI thereof.