The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Oct. 02, 2018
Filed:
Mar. 08, 2017
Applicant:
Nice Ltd., Ra'anana, IL;
Inventors:
Assignee:
NICE LTD., Ra'nana, IL;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); H04M 2203/401 (2013.01); H04M 2203/403 (2013.01); H04M 2203/558 (2013.01);
Abstract
A method and system for evaluating the performance of individuals, such as agents in a call center, each performing multiple tasks may include obtaining a performance score for each execution of a task by individuals in the group of individuals; determining the distribution of the performance scores; comparing single performance scores with the distribution of performance scores; and selecting a single performance score for an individual based on said comparison. An oscillator algorithm may be used to determine whether said selected performance score is part of a trend in performance by that individual.