Patents by Inventor Abhijit MOKASHI
Abhijit MOKASHI has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
-
Publication number: 20250078009Abstract: Systems adapted to measure impact of supervisor actions and methods, and non-transitory computer readable media, include identifying an interaction where a contact center supervisor performed a supervisor action, where the supervisor supervised a contact center agent; identifying a supervisor intervention point in the interaction; determining an impact score for each of a plurality of behavioral factors; aggregating the impact scores for the plurality of behavioral factors and determining an average of the impact scores to provide an overall impact score for the supervisor action; and performing an action automatically based on the overall impact score to improve contact center performance.Type: ApplicationFiled: August 30, 2023Publication date: March 6, 2025Inventors: Swapnil THAKARE, Gennadi LEMBERSKY, Brijesh UPADHYAY, Abhijit MOKASHI
-
Patent number: 12039278Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.Type: GrantFiled: June 8, 2021Date of Patent: July 16, 2024Assignee: Nice Ltd.Inventors: Abhijit Mokashi, Amram Amir Cohen
-
Publication number: 20240232772Abstract: A method and system for evaluating bot performance, including collecting, by a processor, bot performance data items, wherein the collecting includes directly collecting bot performance data items; and calculating bot performance data items based on collected bot performance metrics; producing a bot performance output including bot performance data items; and assessing the bot performance output. Assessment of the bot performance output may initiate bot quality management, wherein the bot quality management includes, assessing the bot update recommendations. Assessment of the bot update recommendations may result in initiating bot update.Type: ApplicationFiled: January 6, 2023Publication date: July 11, 2024Applicant: Nice Ltd.Inventors: Abhijit MOKASHI, Amram Amir Cohen, Chetan Supekar, Prasad Patil
-
Publication number: 20240046191Abstract: Systems and methods for monitoring a quality of interactions include: receiving one or more quality metrics relating to one or more quality targets; determining, on a periodic basis, a current quality value for each of the one or more quality targets; calculating a deviation of the current quality value from a desired value of the quality target; weighting the one or more quality targets according to the calculated deviation; and determining a set of one or more interactions for review based on one or more quality metric deviations and the weighted quality targets.Type: ApplicationFiled: July 27, 2022Publication date: February 8, 2024Applicant: Nice Ltd.Inventors: Abhijit MOKASHI, Onkar HINGNE
-
Publication number: 20230042350Abstract: Embodiments of the invention are directed to a computer-implemented system and method of performing quality assurance. The method may include receiving, by a processor, a quality plan comprising an expected number of evaluation tasks, wherein each evaluation task is distributed to an evaluator of a plurality of evaluators to be completed. For each evaluator, the processor computes an expected number of evaluation tasks to be completed per period, wherein the expected number of evaluation tasks completed per period is based on the expected number of evaluation tasks averaged over a set time period. The processor receives, for each evaluator, a number of actual evaluation tasks completed during the set time period and reassigns one or more evaluation tasks from the evaluator if the actual evaluation tasks completed during the set time period for said evaluator does not meet a predetermined threshold.Type: ApplicationFiled: July 15, 2021Publication date: February 9, 2023Applicant: NICE Ltd.Inventors: Abhijit Mokashi, Onkar Hingne
-
Publication number: 20210294984Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.Type: ApplicationFiled: June 8, 2021Publication date: September 23, 2021Applicant: Nice Ltd.Inventors: Abhijit MOKASHI, Amram Amir COHEN
-
Patent number: 11062091Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.Type: GrantFiled: March 29, 2019Date of Patent: July 13, 2021Assignee: NICE LTD.Inventors: Abhijit Mokashi, Amram Amir Cohen
-
Publication number: 20200311209Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.Type: ApplicationFiled: March 29, 2019Publication date: October 1, 2020Applicant: Nice Ltd.Inventors: Abhijit MOKASHI, Amram Amir Cohen