Gaurav Suryawanshi

Title: Gaurav Suryawanshi and Automated Agent Skill Management

Introduction

Gaurav Suryawanshi is an inventor based in Pune, India, associated with NICE Ltd. His patent work addresses how changes to an agent’s scheduled shift can be managed in an automatic call distributor (ACD) application.

Latest Patents

Suryawanshi is named on 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 that receives a shift-change request and retrieves the agent’s associated skills, mapped ACD skills, and corresponding service-level agreement (SLA) thresholds.

For each mapped ACD skill, the method predicts the impact of the shift change on the relevant SLA threshold. When the predicted impact is positive, it selects another agent assigned to the time interval, activates the relevant ACD skill for that agent, and deactivates the agent’s other ACD skills to help mitigate the threshold impact. The method then treats the predicted impact as negative. If the predicted impact for every ACD skill is negative, the system grants the request and updates the scheduled shift. It also configures the ACD application to route inbound interactions according to the activated skills during the time interval.

Career Highlights

Suryawanshi’s listed patent reflects work on workforce scheduling and contact-center operations. Its approach connects shift-change decisions with skill assignments and service-level considerations, helping an ACD application account for coverage when an agent’s schedule changes.

Collaborations

Suryawanshi is associated with NICE Ltd. His listed coworkers include Swapnil Thakare and Disha Agrawal.

Conclusion

Gaurav Suryawanshi’s patent focuses on coordinating agent skills and inbound-interaction routing when scheduled shifts change, with the aim of supporting service-level requirements in ACD applications.