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:
Jun. 30, 2026
Filed:
May. 15, 2024
Nice Ltd., Ra'anana, IL;
NICE LTD., Ra'anana, IL;
Abstract
A computerized-method for managing skills in an ACD-application due to a request of change to a scheduled-shift of an agent. The computerized-method includes: (i) receiving the request; (ii) retrieving all skills associated to the agent; (iii) for each skill, retrieving mapped ACD-skills and a corresponding SLA-threshold; for each ACD-skill: a. predicting an impact-level on the corresponding SLA-threshold; b. when the predicted impact-level of the ACD-skill is positive, selecting a different-agent that is assigned to the time-interval and activating the ACD-skill of the different-agent, and deactivating all other ACD-skills of the different-agent, to mitigate the ACD-skill corresponding SLA-threshold, and setting the predicted impact-level of the ACD-skill as negative, (iv) when the predicted impact-level of each ACD-skill is negative, granting the request and changing the scheduled-shift based on the request; and (v) configuring the ACD-application to route inbound-interactions to the different-agent based on the activated ACD-skill of each different-agent during the time-interval.