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.