Disha Agrawal

Title: Disha Agrawal’s Patent on Agent Skills in Call Distribution.

Introduction

Disha Agrawal is an inventor based in Pune, India. Her patent work addresses how an automatic call distributor can manage agent skills when an agent requests a change to a scheduled shift.

Latest Patents

Agrawal is associated with 1 patent: “System and Method for Re-Skilling Agents’ Skills in an Automatic Call Distributor (ACD) Application Due to a Request of Change to a Scheduled Shift of an Agent.”

The invention describes a computerized method for assessing the effects of a shift-change request on service-level agreement thresholds. It retrieves the agent’s skills and their mapped ACD skills, predicts the impact on each relevant threshold, and, when needed, activates a suitable skill for another agent assigned to the time interval while deactivating that agent’s other ACD skills. Once the predicted impacts are negative, the system can grant the request and update the schedule. The ACD application then routes inbound interactions according to the activated skills.

Career Highlights

Agrawal is associated with NICE Ltd., a company whose work includes customer-experience and contact-center technologies. Her patent focuses on coordinating agent skills and interaction routing to help maintain service levels when schedules change.

Collaborations

Agrawal’s listed coworkers include Swapnil Thakare and Gaurav Suryawanshi.

Conclusion

Disha Agrawal’s patent presents a method for adapting agent skills and call routing to accommodate shift changes while addressing service-level requirements.