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:
Mar. 28, 2023
Filed:
Feb. 24, 2022
Nice Ltd., Ra'anana, IL;
Abhijit Wasulkar, Nagpur, IN;
Jason Williams, Sandy, UT (US);
Mukesh Agarwal, Pune, IN;
Priyanka Sutar, Pune, IN;
NICE LTD, Ra'anana, IL;
Abstract
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.