Adaptive estimated wait time predictor
AssigneeAvaya Inc.
InventorsJoylee Kohler, Robert C. Steiner, Andrew D. Flockhart, William H. Jolicoeur
Life of this patent
Estimating the term…
Abstract
Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.
Claims20
A method comprising:
- at a first time applying, by a processor, a first Estimated Wait Time (“EWT”) algorithm to a first work item of a contact center to obtain a first EWT, wherein the first work item corresponds to a contact received in a waiting queue;
- at the first time applying, by the processor, a second EWT algorithm to the first work item of the contact center to obtain a second EWT;
- and
- determining, by the processor, a preferred EWT algorithm, wherein the preferred EWT algorithm is selected from one of the applied first and second EWT algorithms, and wherein determining the preferred EWT algorithm further comprises:
- determining an actual wait time for the first work item that corresponds to an actual amount of time that elapsed between the first time and a second time, wherein the second time corresponds to when the first work item is assigned to a resource;
- comparing the first EWT with the actual wait time to determine a first difference;
- comparing the second EWT with the actual wait time to determine a second difference;
- and
- selecting, by the processor, and as the preferred EWT algorithm, one of the applied first and second EWT algorithms based on rules, wherein the rules use at least one of the first and second difference.
A non-transitory computer readable information storage medium comprising instructions that, when executed by a processor, perform the method:
- at a first time applying, by a processor, a first Estimated Wait Time (“EWT”) algorithm to a first work item of a contact center to obtain a first EWT, wherein the first work item corresponds to a contact received in a waiting queue;
- at the first time applying, by the processor, a second EWT algorithm to the first work item of the contact center to obtain a second EWT;
- and
- determining, by the processor, a preferred EWT algorithm, wherein the preferred EWT algorithm is selected from one of the applied first and second EWT algorithms, and wherein determining the preferred EWT algorithm further comprises:
- determining an actual wait time for the first work item that corresponds to an actual amount of time that elapsed between the first time and a second time, wherein the second time corresponds to when the first work item is assigned to a resource;
- comparing the first EWT with the actual wait time to determine a first difference:
- comparing the second EWT with the actual wait time to determine a second difference;
- and
- selecting, by the processor and as the preferred EWT algorithm, one of the applied first and second EWT algorithms based on rules, wherein the rules use at least one of the first and second difference.
A contact center, comprising:
- a work assignment engine configured to assign work items received at the contact center to resources of the contact center;
- and
- an Estimated Wait Time (“EWT”) module configured to:
- at a first time apply a first EWT algorithm to a first work item of a contact center to obtain a first EWT, wherein the first work item corresponds to a contact received in a waiting queue;
- at the first time apply a second EWT algorithm to the first work item of the contact center to obtain a second EWT;
- and
- determine, by a processor, a preferred EWT algorithm, wherein the preferred EWT algorithm is selected from one of the applied first and second EWT algorithms, and wherein the EWT module in determining the preferred EWT algorithm is further configured to:
- determine an actual wait time for the first work item that corresponds to an actual amount of time that elapsed between the first time and a second time, wherein the second time corresponds to when the first work item is assigned to a resource;
- compare the first EWT with the actual wait time to determine a first difference:
- compare the second EWT with the actual wait time to determine a second difference;
- and
- select, as the preferred EWT algorithm, one of the applied first and second EWT algorithms based on rules, wherein the rules use at least one of the first and second difference.
Dependencies are inferred from the claim text.