Incontact Inc.

Nice Ltd

Mukesh Kumar Agarwal

Salil Dhawan

Rahul Vyas

Omkar Shrihari Joglekar

Ashish Seth

Sebastien Roland Mancel

Saiprasad Vyawahare

Tushar Deshmukh

Deepak Tiwari

Jason Williams

Priyanka Sutar

Abhijit Wasulkar

Swati Kadu

Karthik Narayanan Srinivasan

Akhilesh Suresh Mahajan

A method and system for data synchronization in a multi-tenant data synchronization system is provided. The method and system can allow for prioritizing events from a plurality of tenants for synchronization based at least one, a tenant prioritization score.

Systems and methods for data synchronization in a multi-tenant synchronization system

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.

System and method for calculating agent skill satisfaction index and utilization thereof

Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Systems and methods for optimal channel selection

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) retrieving agent's set-of-skills and call details, during a first-preconfigured-period and one or more agent's interactions conducted during the first-preconfigured-period and related interaction-level (KPI)s; (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 the retrieved set-of-skills 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; (e) calculating an ASSI-score based on the calculated one or more skill scores; and (f) sending the calculated ASSI-score to an application to be presented via a UI thereof.

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Pune, India

Mukesh Kumar Agarwal