IDENTIFICATION OF MULTI-CHANNEL CONNECTIONS TO PREDICT ESTIMATED WAIT TIME
First Claim
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.
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Accused Products
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.
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Citations
20 Claims
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1. A method, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system, comprising:
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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. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A non-transitory medium with instructions thereon that when read by a computer cause the computer to:
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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. - View Dependent Claims (20)
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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.
Specification