Patents by Inventor Harshit Kumar Sharma

Harshit Kumar Sharma 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: 20220300886
    Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction. (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
    Type: Application
    Filed: June 7, 2022
    Publication date: September 22, 2022
    Inventors: Salil DHAWAN, Harshit Kumar SHARMA, Rahul VYAS
  • Publication number: 20220244948
    Abstract: A method, system, and non-transitory processor-readable medium for optimizing lifecycle rule computer processing including: selecting a set of lifecycle rules to apply to interactions, finding a set of interactions satisfying criteria associated with the lifecycle rule; calculating an associated rule occupancy score based on the number of executed interactions associated with the rule, and executing the rule based on the rule occupancy score associated with the rule.
    Type: Application
    Filed: February 1, 2021
    Publication date: August 4, 2022
    Applicant: InContact Inc.
    Inventors: Harshit Kumar Sharma, Abhishek Pandey, Darshan Ambhaikar
  • Patent number: 11386382
    Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
    Type: Grant
    Filed: December 17, 2020
    Date of Patent: July 12, 2022
    Assignee: NICE LTD
    Inventors: Salil Dhawan, Harshit Kumar Sharma, Rahul Vyas
  • Publication number: 20220207457
    Abstract: A computerized-method for gauging agent's self-assessment effectiveness, is provided herein. The computerized-method includes for each interaction (i) operating a Self-assessment Consolidation module to calculate a confidence-interval for each data-point of one or more preconfigured data-points, and (ii) operating a Self-assessment Divergence Determinant (SDD) module. The operating of the SDD includes: retrieving one or more data-points of the interaction; for each data-point retrieving the confidence interval; setting a divergence-indicator as zero, when the data point is within the confidence-interval; setting the divergence-indicator as a subtraction of the data point from the calculated lower-bound, when the data-point is lower than the lower-bound of the confidence-interval; and setting the divergence-indicator as a subtraction of the calculated upper-bound from the data-point, when the data-point is greater than the upper-bound of the confidence-interval.
    Type: Application
    Filed: December 29, 2020
    Publication date: June 30, 2022
    Inventors: Harshit Kumar SHARMA, Salil DHAWAN, Rahul VYAS
  • Publication number: 20220198364
    Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
    Type: Application
    Filed: December 17, 2020
    Publication date: June 23, 2022
    Inventors: Salil DHAWAN, Harshit Kumar Sharma, Rahul Vyas