US 11,676,094 B2
System and method for determining and utilizing after-call-work factor in contact center quality processes
Salil Dhawan, Maharashtra (IN); Harshit Kumar Sharma, Maharashtra (IN); and Rahul Vyas, Rajasthan (IN)
Assigned to NICE LTD., Ra'anana (IL)
Filed by NICE LTD, Ra'anana (IL)
Filed on Jun. 7, 2022, as Appl. No. 17/833,909.
Application 17/833,909 is a continuation of application No. 17/124,562, filed on Dec. 17, 2020, granted, now 11,386,382.
Prior Publication US 2022/0300886 A1, Sep. 22, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 10/06 (2023.01); H04M 3/22 (2006.01); G06Q 10/0639 (2023.01)
CPC G06Q 10/06398 (2013.01) [H04M 3/2218 (2013.01); H04M 3/2281 (2013.01)] 30 Claims
OG exemplary drawing
 
1. A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation, the computerized-method comprising:
in a computerized system comprising a processor, a database of data related to interaction metadata and skills of agent, a database of customer data; and a memory to store the plurality of databases, said processor is configured to operate, for each interaction between an agent and a customer, an After-Call-Work (ACW) factor calculation module, said operating of the ACW factor calculation module comprising:
(i) calculating an ACW factor based on a received time of ACW and a calculated predicted ACW time; and
(ii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.