METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE
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Abstract
The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
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Citations
34 Claims
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1-29. -29. (canceled)
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30. A table maintained in an electronic memory of a contact center, comprising:
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an identity of at least two work items; and an ordered list having entries associated with a predefined range of required queue positions for said at least two work items. - View Dependent Claims (31, 32, 33)
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34-43. -43. (canceled)
Specification