公开(公告)号：US20230113901A1

公开(公告)日：2023-04-13

申请号：US17498762

申请日：2021-10-12

Applicant: NICE LTD.

Inventor： Kunal KHANVILKAR ,  Mehul Patankar ,  Rahul Vyas ,  Salil Dhawan ,  Sourav Chauhan

IPC: G06Q10/06 ,  H04L12/58 ,  H04M3/22

Abstract: A computerized-method for identifying and utilizing effectiveness of an agent elevating channels during an interaction, in an Omnichannel-Session-Handling environment, is provided herein. The computerized-method may operate, during a duty-cycle, an Elevated Interaction Efficacy (EIE) module for each agent in a data-storage of agents. The EIE-module may include: (a) operating an interaction-module to retrieve one or more interactions of the agent; (b) filtering out from the retrieved interactions, one or more elevated interactions, based on one or more attributes from metadata of the retrieved interactions; (c) calculating an Elevated Interaction Handling (EIH) score for the agent based on one or more attributes from the metadata of the one or more elevated interactions; (d) storing the calculated EIH score in the data-storage of agents; and (e) sending the EIH score to one or more applications, to take one or more follow-up actions based on the EIH score and a calculated EIH threshold.