公开(公告)号：US11961031B2

公开(公告)日：2024-04-16

申请号：US17136045

申请日：2020-12-29

Applicant: NICE LTD

Inventor： Harshit Kumar Sharma ,  Salil Dhawan ,  Rahul Vyas

IPC: G06Q10/0639 ,  G06F16/22 ,  G06Q10/10 ,  G06Q30/016 ,  H04M3/523 ,  G06F16/25

CPC classification number: G06Q10/06398 ,  G06F16/22 ,  G06Q10/103 ,  G06Q30/016 ,  H04M3/523 ,  G06F16/252

Abstract: A computerized-method for gauging agent's self-assessment effectiveness, is provided herein. The computerized-method includes for each interaction (i) operating a Self-assessment Consolidation module to calculate a confidence-interval for each data-point of one or more preconfigured data-points, and (ii) operating a Self-assessment Divergence Determinant (SDD) module. The operating of the SDD includes: retrieving one or more data-points of the interaction; for each data-point retrieving the confidence interval; setting a divergence-indicator as zero, when the data point is within the confidence-interval; setting the divergence-indicator as a subtraction of the data point from the calculated lower-bound, when the data-point is lower than the lower-bound of the confidence-interval; and setting the divergence-indicator as a subtraction of the calculated upper-bound from the data-point, when the data-point is greater than the upper-bound of the confidence-interval. Then, accumulating the divergence-indicator of the data-points to yield an SDD for the interaction; and sending the SDD to one or more systems.

公开(公告)号：US20220198364A1

公开(公告)日：2022-06-23

申请号：US17124562

申请日：2020-12-17

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Harshit Kumar Sharma ,  Rahul Vyas

IPC: G06Q10/06 ,  H04M3/22

Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

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.

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：US20220358439A1

公开(公告)日：2022-11-10

申请号：US17313013

申请日：2021-05-06

Applicant: NICE LTD.

Inventor： Harshit Sharma ,  Rahul Vyas ,  Salil Dhawan

IPC: G06Q10/06 ,  G06Q30/00 ,  H04M3/50 ,  G06F40/40

Abstract: There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage. The RIR score is sent to a platform by which the platform is preconfigured to distribute the interaction-recording for evaluation, based on the RIR score.

公开(公告)号：US10863027B1

公开(公告)日：2020-12-08

申请号：US16798471

申请日：2020-02-24

Applicant: NICE LTD

Inventor： Rahul Vyas ,  Piyush Shirke

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/22 ,  H04M3/42

Abstract: A computerized system in a cloud-based computing environment for preventing an evaluation of agent recording segments having bad customer sentiment due to low network Quality of Service (QoS), is provided herein. The system may include a Session Border Controller to send metadata related to a regulated network QoS to a database; a media server to store the call interaction; an Interaction Manager (IM) module to extract metadata related to the regulated network QoS; an Indexer Micro-Service to listen to real-time data streaming service and to index and store the metadata related to the regulated network QoS, when new metadata arrives; a Multi-Channel Recording unit to retrieve: an interaction call; and indexed metadata from the document-oriented database; a Quality Planner Micro-Service to: read MOS score for the call interaction; distribute a call interaction for evaluation when the read MOS score is above a predefined threshold, according to a predefined quality plan.

公开(公告)号：US11847602B2

公开(公告)日：2023-12-19

申请号：US17313013

申请日：2021-05-06

Applicant: NICE LTD.

Inventor： Harshit Sharma ,  Rahul Vyas ,  Salil Dhawan

IPC: G06Q10/06 ,  G06Q10/0639 ,  G06F40/40 ,  G06Q30/016 ,  H04M3/50

CPC classification number: G06Q10/06393 ,  G06F40/40 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q30/016 ,  H04M3/50

Abstract: There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage. The RIR score is sent to a platform by which the platform is preconfigured to distribute the interaction-recording for evaluation, based on the RIR score.

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.

公开(公告)号：US11367089B2

公开(公告)日：2022-06-21

申请号：US16819223

申请日：2020-03-16

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Rahul Vyas

IPC: G06Q30/02 ,  G06N20/00 ,  G06F16/903 ,  G06K9/62 ,  G06F40/35 ,  G06F17/18 ,  G06F16/907

Abstract: A computerized-method for generating a machine-learning model to determine genuineness of customer feedback to filter-out, non-genuine agent recording segments from evaluation. The computerized-method includes generating a Genuineness Opinion Score (GOS) model. The generating of GOS model includes: (a) a data manipulation phase; (b) a data visualization and analysis phase, and (c) a feature augmentation phase for sorting the variables in a set of unique and relevant variables into two categories: estimated variables and anticipated variables. The estimated variables are used for calculation of a GOS of an interaction that is received in a contact center and the anticipated variables are used for calculation of a threshold of said GOS.

公开(公告)号：US11310364B2

公开(公告)日：2022-04-19

申请号：US17207781

申请日：2021-03-22

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Rahul Vyas

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04L65/10 ,  H04L65/1059

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.