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

Claim 0:
1. A computerized-method for gauging agent's self-assessment effectiveness, in a contact center, the computerized-method comprising:
in a computerized system comprising one or more processors, one or more computer memory storing a database of self-assessment data and a set of program modules executable by the one or more processors; for each interaction between an agent and a customer, the one or more processors performs steps including:
(i) operating a Self-assessment Consolidation module, said operating of Self-assessment Consolidation module comprising:
monitoring, via one or more systems, interactions between an agent and a customer and agent actions associated with execution of a form-based self-assessment process executed after each interaction to generate for each interaction one or more preconfigured data points descriptive of the interaction, the one or more systems including at least one agent computer, at least one Automated Call Distribution (ACD) system, and at least one Interactive Voice Response (IVR) system;
consolidating the one or more preconfigured data points of a sample of ‘n’ agents, from the one or more systems, into the database of self-assessment data;
retrieving the consolidated one or more preconfigured data points of the sample of ‘n’ agents, from the database of self-assessment data; and
for each data point of the one or more retrieved preconfigured data points:
calculating a confidence interval, wherein said confidence interval including an upper-bound and a lower-bound of the confidence interval;

and storing the confidence interval in the database of self-assessment data;
(ii) operating a Self-assessment Divergence Determinant (SDD) module, said operating of the SDD module comprising:
retrieving one or more preconfigured data points of an interaction between the agent and the customer from the database of self-assessment data;
for each data point of the retrieved one or more preconfigured data points of the interaction between the agent and the customer:

retrieving the calculated confidence interval for each preconfigured data point from the database of self-assessment data;
setting a divergence indicator as zero, when the data point is within the confidence interval;
setting the divergence indicator as a subtraction of the data point from the calculated lower-bound, when the data point is lower than the lower-bound of the confidence interval; and
setting the divergence indicator as a subtraction of the calculated upper-bound from the data point, when the data point is greater than the upper-bound of the confidence interval;
accumulating the divergence indicator of the one or more data points to yield an SDD for the interaction, wherein
the SDD is utilized as an agent's self-assessment effectiveness gauge; and
(iii) configuring a supervisor dashboard by selectively displaying a subset of the follow-on remedial measures based on the agent's self-assessment effectiveness gauge,
wherein said follow-on remedial measures are selected based on the agent's self-assessment effectiveness gauge from at least one of: (i) manager-agent communication; (ii) coaching packages assignment to agents; (iii) rework self-assessment by agent; and (iv) key inputs to agent performance management.