IDENTIFICATION OF MULTI-CHANNEL CONNECTIONS TO PREDICT ESTIMATED WAIT TIME

• US 20150206092A1
• Filed: 01/21/2014
• Published: 07/23/2015
• Est. Priority Date: 01/21/2014
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Matula, Valentine C., Skiba, David
• Application Number:
  US14/160,361
• Publication Number:
  US 20150206092A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group

Abstract

Contact centers handle contacts from any number of channels. One agent may be simultaneously handling several chats, emails, or other messages. Customers behind the contact often want to know how long of a wait time they are likely to experience before an agent begins to address their inquiry. Herein, techniques are provided whereby contacts currently, and/or enqueued, for one or more agents are examined to determine an estimated effort for each task. One message may represent a number of tasks each having an associated time estimate. Furthermore, messages from one channel may be more time consuming than messages from another channel. Such factors, and others, are considered and the customer may then be notified of an estimated wait time and, optionally, notified if another channel may provide a more expeditious option.

Claims

1. A method, comprising:

identifying a first work task for which an estimated wait time will be determined;

identifying a set of work tasks received by a contact center having a higher priority to the first work task;

determining, for each work task within the set of work tasks, an estimated time to complete that is based on each work task being processed by a single multi-tasking agent;

based on the estimated time to complete determined for each work task within the set of work tasks, determining the estimated wait time for the first work task; and

communicating the estimated wait time for the first work task to a first customer associated with the first work task.

2. The method of claim 1, wherein each of the set of work tasks is associated with a second customer.

3. The method of claim 2, wherein the estimated time to complete determined for each work task within the set of work tasks comprises the time to complete all of the set of work tasks.

4. The method of claim 2, wherein at least one work task of the set of work tasks is associated with a second customer and at least one work task of the set of work tasks is associated with a third customer.

5. The method of claim 4, wherein the estimated time to complete determined for each work task within the set of work tasks comprises a minimum time to complete one of the set of work tasks.

6. The method of claim 1, wherein at least one of the set of work tasks comprises a set of discrete subtasks and wherein the method further comprises determining, for each of the set of subtasks of the at least one of the set of work tasks, the estimated time to complete that is based on each subtask being processed by the single multi-tasking agent.

7. The method of claim 1, wherein determining, for each work task within the set of work tasks, the estimated time to complete that is based on each work task being processed by a plurality of multi-tasking agents.

8. The method of claim 7, wherein the estimated time to complete determined for each work tasks within the set of work tasks comprises the time to complete all of the set of work tasks processes by one of the plurality of multi-tasking agents.

9. The method of claim 1, further comprising, determining the estimated time to complete a work task within the set of work tasks, wherein the set of work tasks comprises at least two work tasks with different media types, being processed by the single multi-tasking agent having a performance determined in part by the media type.

10. The method of claim 1, further comprising, determining, for at least one work task within the set of work tasks, an estimated time to complete that is based a first channel via which the at least one work task was received.

11. The method of claim 10, further comprising, determining, for at least one work task within the set of work tasks, an estimated time to complete that is based transferring the at least one work task to a second channel for processing.

12. A system, comprising:

a processor; and

a communications interface; and

wherein the processor is configured to;

send and receive data via the communications interface;

identify a set of work tasks received by a contact center having a higher priority to a first work task;

determine, for each work task within the set of work tasks, an estimated time to complete that is based on each work task being processed by a single multi-tasking agent;

based on the estimated time to complete determined for each work task within the set of work tasks, determining the estimated wait time for the first work task; and

communicate, via the communications interface, the estimated wait time for the first work task to a first customer associated with the first work task.

13. The system of claim 12, wherein the communications interface is operable to connect the processor to a number of communications channels operable to receive the first work task.

14. The system of claim 12, wherein each of the set of work tasks is associated with a second customer.

15. The system of claim 14, wherein the estimated time to complete determined for each work task within the set of work tasks comprises the time to complete all of the set of work tasks.

16. The system of claim 12, wherein at least one work task of the set of work tasks is associated with a second customer and at least one work task of the set of work tasks is associated with a third customer.

17. The system of claim 16, wherein the estimated time to complete determined for each work task within the set of work tasks comprises a minimum time to complete one of the set of work tasks.

18. A non-transitory medium with instructions thereon that when read by a computer cause the computer to:

identify a first work task for which an estimated wait time will be determined;

identify a set of work tasks received by a contact center having a higher priority to the first work task;

determine, for each work task within the set of work tasks, an estimated time to complete that is based on each work task being processed by a single multi-tasking agent;

based on the estimated time to complete determined for each work task within the set of work tasks, determine the estimated wait time for the first work task; and

communicate the estimated wait time for the first work task to a first customer associated with the first work task.

20. The medium of claim 18, wherein at least one work task of the set of work tasks is associated with a second customer and at least one work task of the set of work tasks is associated with a third customer and wherein the estimated time to complete determined for each work task within the set of work tasks comprises a minimum time to complete one of the set of work tasks.

19. The medium of claim 19, wherein each of the set of work tasks is associated with a second customer and the estimated time to complete determined for each work task within the set of work tasks comprises the time to complete all of the set of work tasks.