Nice had three patents in ecommerce during Q1 2024. Nice Ltd has developed a computerized method for authorizing time-off requests based on agent skills to enhance digital availability. The system calculates an agent time-off eligibility quotient for each skill requested, rejecting requests below a threshold and approving those above it. The authorization decision and details are then forwarded to contact center modules for implementation. GlobalData’s report on Nice gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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Nice grant share with ecommerce as a theme is 66% in Q1 2024. Grant share is based on the ratio of number of grants to total number of patents.
Recent Patents
Application: System and method for authorizing time-off for a skill to increase agents digital availability in a contact center (Patent ID: US20240046171A1)
The patent filed by Nice Ltd. describes a computerized method for authorizing time-off requests based on agent skills to enhance digital availability. The method involves receiving a time-off request with skills and duration, calculating an eligibility quotient for each skill, and making an authorization decision based on a preconfigured threshold. If the quotient is above the threshold, an approver module yields the decision, which is then forwarded to contact-center modules. The system also includes an approver module that calculates scheduled agent availability and marks the decision as approved or rejected based on availability status, updating the agent's skill availability accordingly.
Furthermore, the method involves various validations and parameters to determine eligibility, such as agent performance metrics, duration details, and system validations. The system also includes features like supervisor dashboards, routing engines, and approval notifications to streamline the time-off authorization process. Additionally, the patent covers a computerized system with processors and memory to implement the method, storing databases and facilitating the calculation of eligibility quotients and authorization decisions based on skill availability and predefined thresholds.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
