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.