Incontact Inc.

Nice Ltd

Seemit Shah

Darshan Ambhaikar

Harshit Kumar Sharma

Sharayu Ethape

Sarang Panajkar

Chaitalee Jadhav

Sunny Deo

Pranav Modi

Nishu Bansal

Ankita Jhanwar

Piyush Jain

Balaji Kumbhar

A computerized-method for determining and utilizing an effectiveness of lifecycle-management for storage of interactions-related objects. In a computerized system that is communicating with a multi-tier storage in a cloud-environment having a lifecycle-rules data-storage to store one or more lifecycle-rules, operating a Retention Effectiveness Calculation (REC) module. The operating of the REC module includes: (i) retrieving all lifecycle-rules from the lifecycle-rules data-storage; (ii) for each lifecycle-rule in the lifecycle rules data-storage calculating a Rule Effectiveness Score (RES); (iii) grouping all the calculated RES by media type; (iv) for each media type, calculating an Object Retention Score (ORS) for the media type; (v) dividing an aggregation of the ORS of all media types by a total number of media types to yield a total ORS for a contact-center; and (vi) updating each lifecycle-rule by changing span of interactions-related-objects in active-storage.

System and method for determining and utilizing an effectiveness of lifecycle management for interactions storage, in a contact center

A system and method for rule selection may include using one or more processors in a computer server, for a set of rules, each rule having one or more rule criteria, determining for each rule if the result of an interaction between interaction metadata and the one or more rule criteria includes one or more criteria. For each rule where the intersection includes one or more criteria, a complement result may be calculated between the result of the intersection and the rule criteria; and based on the complement result, wherein if the complement result is null, the rule may be selected.

System and method for determining applicable lifecycle rules in lifecycle management systems

A computerized-method for determining and utilizing an effectiveness of lifecycle-management for storage of interactions-related objects, is provided herein. In a computerized system that is communicating with a multi-tier storage in a cloud-environment having a lifecycle-rules data-storage to store one or more lifecycle-rules, operating a Retention Effectiveness Calculation (REC) module. The operating of the REC module includes: (i) retrieving all lifecycle-rules from the lifecycle-rules data-storage; (ii) for each lifecycle-rule in the lifecycle rules data-storage calculating a Rule Effectiveness Score (RES); (iii) grouping all the calculated RES by media type; (iv) for each media type, calculating an Object Retention Score (ORS) for the media type; (v) dividing an aggregation of the ORS of all media types by a total number of media types to yield a total ORS for a contact-center; and (vi) displaying via a display unit the total ORS of the contact-center.

Traffic routing and infrastructure scaling systems and methods, and non-transitory computer readable media, including receiving, by a primary region, incoming customer requests; determining, by a traffic control module, a traffic redirect quotient (TRQ) and a regional scale quotient (RSQ), wherein the TRQ indicates a percentage of the incoming customer requests needed to be redirected to a secondary partner region and the RSQ indicates a percentage of infrastructure scaling needed in the secondary partner region; receiving, by a recommendation processing module, the TRQ and the RSQ; automatically initiating, by the recommendation processing module, redirection of the percentage of the incoming customer requests indicated by the TRQ to the secondary partner region, scaling the percentage of infrastructure indicated by the RSQ in the secondary partner region, or both; and routing, by a network traffic manager service, the percentage of the incoming customer requests indicated by the TRQ to the secondary partner region.

System and methods to effectively route traffic and proactively scale infra in the partner region

Growing community of inventors

Pune, India

Seemit Shah