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:
Dec. 19, 2023
Filed:
May. 06, 2021
Nice Ltd., Ra'anana, IL;
NICE LTD., Ra'anana, IL;
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.