Expected wait time system with dynamic array

• US 20090074166A1
• Filed: 09/14/2007
• Published: 03/19/2009
• Est. Priority Date: 09/14/2007
• Status: Abandoned Application

• Current Assignee: Virtual Hold Technology Solutions, LLC
• Original Assignee: Virtual Hold Technology LLC (Medallia, Inc.)
• Inventors: Purdy, Mark, Antonczyk, Ryszard, Pavlic, James
• Application Number:
  US11/901,186
• Publication Number:
  US 20090074166A1
• Time in Patent Office: Days
• US Class Current: 379/201.10
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

An expected wait time calculation system generates an expected wait time value representing a time duration expected to elapse before a subject client is connected to a resource for servicing. The expected wait time calculation system comprises an interface to a work force management system for obtaining an indicator of a quantity of resources available for servicing clients. An interface to a queuing system obtains an indicator of a queue position of the subject client. A FIFO array stores a plurality of measured time intervals, each representing a time period between two successive resource queue decrement events. The measured time intervals may be stored in a chronological order. An average time interval, or rate, calculator determines an average time interval by calculating an average of a selected quantity of those most recently measured time intervals from the FIFO array or a rate by dividing a unit of time by the average time interval. An expected wait time calculator determines an expected wait time value as a function a quantity of clients expected to be serviced prior to the subject client multiplied by the average time interval or divided by the rate.

Claims

1. A expected wait time calculation system:

wherein the expected wait time system is adapted to operate with a queuing system and generate an expected wait time value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the expected wait time calculation system comprising;

an interface to a work force management system, wherein the interface to the work force management system is adapted to obtain an indicator of a quantity of resources available for servicing clients;

an interface to the queuing system, wherein the interface to the queuing system is adapted to obtain an indicator of a queue position for the subject client;

an expected wait time model, wherein the expected wait time model is adapted to calculate the expected wait time value as a function a quantity of clients expected to be serviced prior to the subject client multiplied by a central tendency time interval, the central tendency time interval being a central measurement of a selected plurality of measured time intervals, each between two successive resource queue decrement events, the selected plurality of measured time intervals being a quantity of most recent measured time intervals that is a function of the quantity of resources available for servicing clients.

2. The expected wait time calculation system of claim 1, wherein the function of the quantity of resources available for servicing clients is a proportion calculation comprising multiplying the quantity of agents available for servicing clients by a predetermined value.

3. The expected wait time calculation system of claim 2, wherein the proportion calculation is a direct proportion calculation wherein the predetermined value is independent of the quantity of resources available for servicing clients.

4. The expected wait time calculation system of claim 1, wherein:

the interface to the workforce management system is further adapted to;

obtain an indicator of a first quantity of resources available in a first resource group for servicing clients in a first queue, and

obtain a second quantity of resource available in a second group, distinct from the first group, for servicing clients in a second queue;

the interface to the queuing system is further adapted to obtain indicator of which of the first queue and the second queue the client'"'"'s queue position is within;

the selected plurality of measured time intervals are;

i) measured time intervals for the first queue if the client is positioned within the first queue; and

ii) measured time intervals for the second queue if the client is positioned within the second queue; and

the quantity of resources available for servicing clients is;

i) the quantity of resources available in the first resource group if the client is within the first queue; and

ii) the quantity of resources available in the second resource group if the client is within the second queue.

5. A expected wait time calculation system for generating an expected wait time value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the expected wait time calculation system comprising:

an interface to a work force management system, wherein the interface to the work force management system is adapted to obtain an indicator of a quantity of resources available for servicing clients;

an interface to a queuing system, wherein the interface to the queuing system is adapted to obtain an indicator of a queue position of the subject client;

a FIFO array, wherein the FIFO array is adapted to store a plurality of measured time intervals, each representing a time period between two successive resource queue decrement events, the FIFO array storing the plurality of measured time intervals in a chronological order;

a central tendency time interval calculator, wherein the central tendency time interval calculator is adapted to determine a central tendency time interval by calculating a central measurement of a selected quantity of those most recently measured time intervals from the FIFO array; and

an expected wait time calculator, wherein the expected wait time calculator is adapted to determine an expected wait time value as a function a quantity of clients expected to be serviced prior to the subject client multiplied by the central tendency time interval; and

a queuing system, wherein the queuing system is adapted to queue the client or connection to the resource and provide the expected wait time value to the client.

6. The expected wait time calculation system of claim 5, wherein the function of the quantity of resources available for servicing clients is a proportion calculation comprising multiplying the quantity of agents available for servicing clients by a predetermined value.

7. The expected wait time calculation system of claim 6, wherein the proportion calculation is a direct proportion calculation wherein the predetermined value is independent of the quantity of resources available for servicing clients.

8. The expected wait time calculation system of claim 5, wherein

the interface to the workforce management system is further adapted to:

obtain an indicator of a first quantity of resources available in a first resource group for servicing clients in a first queue; and

obtain a second quantity of resource available in a second group, distinct from the first group, for servicing clients in a second queue;

the interface to the queuing system is further adapted to obtain an indicator of which of the first queue and the second queue the client'"'"'s queue position is within;

the FIFO array comprises;

a first FIFO array storing a plurality of measured time intervals for the first queue, and

a second FIFO array storing a plurality of measured time intervals for the second queue, such plurality of measured time intervals for the first queue being distinct from the plurality of measured time intervals for the second queue;

the central tendency time interval calculator is further adapted to determine;

i) a first queue central tendency time interval by calculating a central measurement of a first selected quantity of those most recently measured time intervals from the first FIFO array; and

ii) a second queue central tendency time interval by calculating an average of a second selected quality of those most recently measured time intervals from the second FIFO array;

the expected wait time calculator is further adapted to determine the expected wait time value;

i) as a function of the quantity of clients expect to be serviced prior to the subject client multiplied;

i) the first central tendency time interval if the client is within the first queue; and

ii) the second central tendency time interval if the client is within the second queue.

9. A expected wait time calculation system:

wherein the expected wait time system is adapted to operate with a queuing system and generate an expected wait time value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the expected wait time calculation system comprising;

an interface to a work force management system, wherein the interface to the work force management system is adapted to obtain an indicator of a quantity of resources available for servicing clients;

an interface to the queuing system, wherein the interface to the queuing system is adapted to obtain for obtaining an indicator of a queue position for the subject client;

an expected wait time model, wherein the expected wait time model is adapted to calculate the expected wait time value as a function a quantity of clients expected to be serviced prior to the subject client divided by a rate, the rate being a unit of time divided by a central measurement of a selected plurality of measured time intervals, each between two successive resource queue decrement events, the selected plurality of measured time intervals being a quantity of most recent measured time intervals that is a function of the quantity of resources available for servicing clients.

10. The expected wait time calculation system of claim 9, wherein the function of the quantity of resources available for servicing clients is a proportion calculation comprising multiplying the quantity of agents available for servicing clients by a predetermined value.

11. The expected wait time calculation system of claim 10, wherein the proportion calculation is a direct proportion calculation wherein the predetermined value is independent of the quantity of resources available for servicing clients.

12. The expected wait time calculation system of claim 9, wherein

the interface to the workforce management system is further adapted to:

obtain an indicator of a first quantity of resources available in a first resource group for servicing clients in a first queue; and

obtain a second quantity of resource available in a second group, distinct from the first group, for servicing clients in a second queue;

the interface to the queuing system is further adapted to obtain an indicator of which of the first queue and the second queue the client'"'"'s queue position is within;

the selected plurality of measured time intervals are;

i) measured time intervals for the first queue if the client is positioned within the first queue; and

ii) measured time intervals for the second queue if the client is positioned within the second queue; and

the quantity of resources available for servicing clients is;

i) the quantity of resources available in the first resource group if the client is within the first queue; and

ii) the quantity of resources available in the second resource group if the client is within the second queue.

13. A expected wait time calculation system for generating an expected wait time value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the expected wait time calculation system comprising:

an interface to a work force management system, wherein the interface to the workforce management system is adapted to obtain an indicator of a quantity of resources available for servicing clients;

an interface to a queuing system, wherein the interface to the queuing system is adapted to obtain an indicator of a queue position of the subject client;

a FIFO array, wherein the FIFO array is adapted to store a plurality of measured time intervals, each representing a time period between two successive resource queue decrement events, the FIFO array storing the plurality of measured time intervals in a chronological order;

a central tendency time interval calculator, wherein the central tendency time interval calculator is adapted to determine a rate, the rate being a unit of time divided by a central measurement of a selected quantity of those most recently measured time intervals from the FIFO array; and

an expected wait time calculator, wherein the expected wait time calculator is adapted to determine an expected wait time value as a function a quantity of clients expected to be serviced prior to the subject client divided by the rate; and

a queuing system, wherein the queuing system is adapted to queue the client for connection to the resource and provide the expected wait time value to the client.

14. The expected wait time calculation system of claim 13, wherein the function of the quantity of resources available for servicing clients is a proportion calculation comprising multiplying the quantity of agents available for servicing clients by a predetermined value.

15. The expected wait time calculation system of claim 14, wherein the proportion calculation is a direct proportion calculation wherein the predetermined value is independent of the quantity of resources available for servicing clients.

16. The expected wait time calculation system of claim 13, wherein

the interface to the workforce management system is further adapted to:

obtain an indicator of a first quantity of resources available in a first resource group for servicing clients in a first queue; and

obtain a second quantity of resource available in a second group, distinct from the first group, for servicing clients in a second queue;

the interface to the queuing system is further adapted to obtain an indicator of which of the first queue and the second queue the client'"'"'s queue position is within;

the FIFO array comprises;

a first FIFO array storing a plurality of measured time intervals for the first queue, and

a second FIFO array storing a plurality of measured time intervals for the second queue, such plurality of measured time intervals for the first queue being distinct from the plurality of measured time intervals for the second queue;

the central tendency time interval calculator is further adapted to determine;

i) a first queue central tendency time interval by calculating a central measurement of a first selected quantity of those most recently measured time intervals from the first FIFO array; and

ii) a second queue central tendency time interval by calculating a central measurement of a second selected quality of those most recently measured time intervals from the second FIFO array;

the expected wait time calculator is further adapted to determine the expected wait time value;

i) as a function of the quantity of clients expect to be serviced prior to the subject client multiplied;

i) the first central tendency time interval if the client is within the first queue; and

ii) the second central tendency time interval if the client is within the second queue.

17. A method of operating an expected wait time system for generating an expected wait time value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the method comprising:

obtaining an indication of a quantity of resources available for servicing clients;

obtaining an indication of a queue position of the subject client;

storing, in a chronological order, a plurality of measured time intervals, each representing a time period between two successive resource queue decrement events;

calculating a central measurement time interval by calculating a central measurement of a selected quantity of those most recently measured time intervals; and

calculating the expected wait time value as a result of a function a quantity of clients expected to be serviced prior to the subject client and such result being one of;

i) multiplied by the central tendency time interval; and

ii) divided by a rate, the rate being a unit of time divided by the central tendency time interval; and

providing an indication of the expected wait time to the subject client.

18. The method of claim 17, wherein the function of the quantity of resources available for servicing clients is a proportion calculation comprising multiplying the quantity of agents available for servicing clients by a predetermined value.

19. The method of claim 18, wherein the proportion calculation is a direct proportion calculation wherein the predetermined value is independent of the quantity of resources available for servicing clients.

20. The method of claim 17, wherein:

the method further comprises obtaining an indicator of which of the first queue and the second queue the client'"'"'s queue position is within; and

wherein

obtaining an indication of a quantity of resources available for servicing clients comprises obtaining an indicator of a first quantity of resources available in a first resource group for servicing clients in a first queue and an indicator of a second quantity of resource available in a second group, distinct from the first group, for servicing clients in a second queue;

the selected plurality of measured time intervals are;

i) measured time intervals for the first queue if the client is positioned within the first queue; and

ii) measured time intervals for the second queue if the client is positioned within the second queue; and

the quantity of resources available for servicing clients is;

i) the quantity of resources available in the first resource group if the client is within the first queue; and

ii) the quantity of resources available in the second resource group if the client is within the second queue.