Wait time predictor for long shelf-life work
US7949123B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 30, 2004 |
| Grant date | May 24, 2011 |
| Priority date | — |
| Expiry date | Apr 15, 2028 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0281
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An architecture that is operable to predict when a selected work item will be serviced in a contact center 100 includes a service time predictor 260 operable to (a) select a plurality of successive time intervals, each of the plurality of time intervals recurring cyclically over a period of time; (b) determine a number of work items likely to be serviced during each of the plurality of time intervals; (c) select an enqueued work item waiting to be serviced, the enqueued work item having a corresponding queue position; and (d) predict a time interval of the plurality of time intervals in which the selected work item will be serviced by comparing the queue position of the selected work item with the number of work items likely to be serviced in at least some of the time intervals.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.