Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at higher granularity level
US12073340B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 29, 2021 |
| Grant date | Aug 27, 2024 |
| Priority date | — |
| Expiry date | May 17, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06315
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.