Patent ID: 11961031
Assignee: NICE LTD.
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 2:
3. The computerized-method of claim 1, wherein the one or more preconfigured data points are selected from at least one of:
(i) time taken to fill a self-assessment form;
(ii) a number of times an agent has accessed a recording of the interaction during review of the interaction;
(iii) time taken to review the interaction;
(iv) number of times sessions were expired;
(v) a number of elaborative comments added in relevant fields;
(vi) an interaction length;
(vii) a pattern of selecting identical options across a self-assessment form;
(viii) a number of incomplete form submission attempts;
(ix) a number of intermediate drafts created;
(x) quantum of change during intermediate draft creation; and
(xi) agent's response against controlled questioning.