公开(公告)号：US12289427B2

公开(公告)日：2025-04-29

申请号：US18350130

申请日：2023-07-11

Applicant: NICE LTD.

Inventor： Rahul Vyas ,  Pankul Gupta ,  Mayur Bhalke ,  LeAnn Hopkins

IPC: H04M3/00 ,  G06Q10/0639 ,  H04M3/42 ,  H04M3/51

Abstract: Agent evaluation systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining an interaction divergence range for each of a plurality of interaction parameters for the recorded interaction; calculating a form divergence determinant (FDD) score for each of a plurality of evaluation forms, wherein the lower the FDD score, the more suitable an evaluation form is for the recorded interaction; filtering out evaluation forms having an FDD score greater than a predefined threshold; ranking evaluation forms having an FDD score lower than the predefined threshold based on their FDD score; and providing a list of the ranked evaluation forms to a supervisor of the contact center agent.