Wait time prediction arrangement for non-real-time customer contacts
US6754333B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 17, 2000 |
| Grant date | Jun 22, 2004 |
| Priority date | — |
| Expiry date | Jun 19, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5238
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present invention is directed to a contact center and methodology for servicing non-real-time contacts. The advance time for the non-real-time contacts is determined by subtracting the time of service for an earlier item from the time of service for a later item. Items that are serviced immediately after certain types of predetermined events, e.g., the queue containing the non-real-time contacts has no working agents; the queue is empty; the system clock is changed; and the system is rebooted are ignored in estimating the wait time for enqueued items. Using this methodology, accurate wait-time predictions are provided for more efficient management of the contact center.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.