Apparatus and method for adjusting estimted wait time in a contact center
AssigneeSwampfox Technologies, Inc.
InventorsSergey A. Razin, Paul Clements
Life of this patent
Estimating the term…
Abstract
A predictor device is configured to identify user wait time in a call queue and comprises a controller having a processor and a memory. The controller is configured to: identify a number of user calls in the call queue; predict a change in the number of user calls in the call queue; generate a predicted wait time based upon the predicted change in the number of user calls in the call queue; and provide the predicted wait time as the user wait time to a contact center server device.
Claims20
A method for estimating user wait time in a call queue, comprising:
- identifying, by a predictor device, a number of user calls in the call queue;
- predicting, by the predictor device, a change in the number of user calls in the call queue;
- generating, by the predictor device, a predicted wait time based upon the predicted change in the number of user calls in the call queue;
- and
- providing, by the predictor device, the predicted wait time as the user wait time to a contact center server device.
A predictor device configured to estimate user wait time in a call queue, the predictor device comprising:
- a controller having a processor and a memory, the controller configured to:
- identify a number of user calls in the call queue;
- predict a change in the number of user calls in the call queue;
- generate a predicted wait time based upon the predicted change in the number of user calls in the call queue;
- and
- provide the predicted wait time as the user wait time to a contact center server device.
A contact center, comprising:
- a server device comprising a controller having a processor and a memory, the controller comprising a call queue configured to contain a number of user calls;
- and
- a predictor device disposed in electrical communication with the server device and configured to estimate user wait time in the call queue, the predictor device comprising a controller having a processor and a memory, the controller configured to:
- identify a number of user calls in the call queue,
- predict a change in the number of user calls in the call queue,
- generate a predicted wait time based upon the predicted change in the number of user calls in the call queue, and
- provide the predicted wait time as the user wait time to the server device.
Dependencies are inferred from the claim text.