NICE Ltd.
SYSTEMS AND METHODS FOR ANALYZING WORKER CONFORMANCE AND EFFICIENCY

Abstract:

A system and method may determine performance data for workers by for example generating or receiving, for a set (e.g. one or more) of workers, computer data describing total scheduled work time for the set of workers for a period or range of time; and obtaining or receiving for the set of workers computer data describing total out of conformance time for the set of workers for the period or range of time. The total scheduled work time for the set of workers for the period of time may have subtracting from it the total out of conformance time for the set of workers for the period of time, to create an intermediate sum. This intermediate sum may be divided by the total scheduled work time for set of workers for the period of time to calculate the non-productive conformance percentage for the set of workers.