NICE Ltd.
Bidding system for skill-based routing system

Abstract:

A computerized-method for reducing overtime payment cost in a contact center due to multiple agents unexpected absence. The computerized-method comprising generating notifications as to an unexpected absence of agents in forthcoming shifts, displaying the notifications and enabling bidding process. Upon receiving a bidding request including requirements for an unfilled shift, operating a bidding unit to create a bidding session. Retrieving eligible agents according to the included requirements; sending the eligible agents a bidding-notification with an incentive amount; receiving bid amounts from bidders; sorting the bid amounts according to the value thereof; maintaining a list of top-lowest bidders; notifying each bidder if the bid amount is included in the list of top-lowest bidders and enable change of bid amount; notifying the bidders in the list of top-lowest bidders that they are assigned to the unfilled shift and provide the user details of the top-lowest bidders via the display unit.