Expected wait time augmentation system and method

• US 8,594,311 B2
• Filed: 06/02/2005
• Issued: 11/26/2013
• Est. Priority Date: 06/02/2005
• Status: Active Grant

• Current Assignee: Virtual Hold Technology Solutions, LLC
• Original Assignee: Virtual Hold Technology LLC (Medallia, Inc.)
• Inventors: Williams, Mark, Camulli, Eric, Pavlic, James, Antonczyk, Ryszard
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US11/143,857
• Publication Number:
  US 20060277550A1
• Time in Patent Office: 3,099 Days
• Field of Search: 379/266.06, 379/265.06, 379/266.08, 379/266.07, 379/265.02, 705/9, 392/651, 392/650.8
• US Class Current: 379/266.06
• CPC Class Codes: G06F 2209/5013 Request control
• CPC Class Codes: G06F 2209/503 Resource availability
• CPC Class Codes: G06F 9/5027 the resource being a machine, e.g. CPUs, Servers, Terminals

Abstract

An expected wait time augmentation system generates an expected wait value representing a time duration expected to elapse before a subject client is connected to a resource for servicing. The expected wait time augmentation system comprises an interface to a work force management system for obtaining resource availability data and a wait time augmentation model for calculating an expected wait time value as a function of base expected wait time data and the resource availably data. The estimated wait time value is provided to the subject client. The resource availability data includes, but is not limited to, for a period of time: i) availability of resources; and ii) a scheduled change in the availability of resources. The scheduled change in the availability of resources may comprise a combination of data representing an effective time and a quantity of resources scheduled to be available at the effective time.

Claims

1. An expected wait time augmentation system for interfacing with a work force management system and an automated call director call routing system and generating an augmented expected wait value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the expected wait time augmentation system comprising:

an interface to the work force management system and/or the automated call director call routing system for obtaining current resource availability data, the resource availability data including, for a period of time;

current availability of resources;

current inflow of call volumes; and

a forecasted change in the availability of resources;

a wait time augmentation model that receives base expected wait time data and calculates the augmented expected wait time value as a function of the base expected wait time data and the resource availably data; and

an interface for providing the augmented expected wait time value to the subject client.

2. The expected wait time augmentation system of claim 1, wherein the forecasted change in the availability of resources comprises a combination of data representing an effective time and a quantity of resources scheduled to be available at the effective time.

3. The expected wait time augmentation system of claim 2, wherein the base expected wait time data comprises an expected wait time.

4. The expected wait time augmentation system of claim 2, wherein the base expected wait time data comprises:

i) a rate selected from one of an advancement rate and a service rate; and

ii) a quantity of clients expected to be serviced by available resources prior to the subject client.

5. The expected wait time augmentation system of claim 2, wherein the base expected wait time data comprises a historical wait time and a quantity of clients expected to be serviced by available resources prior to the subject client.

6. The expected wait time augmentation system of claim 5, wherein the historical wait time represents time durations which other clients waited before connecting to a resource and an indication of resource availability during time periods during which the historical wait time is measured.

7. A method of notifying a subject client of an augmented expected wait value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the method comprising:

obtaining a base expected wait time data;

obtaining current resource availability data, the resources availability data comprising;

current availability of resources;

current inflow of call volumes; and

a forecasted change in the availability of resources at an effective time;

calculating the augmented expected wait time value as a function of the base expected wait time data and the resource availability data; and

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

8. The method of claim 7, wherein the forecasted change in the availability of resources comprises a combination of data representing an effective time and a quantity of resources scheduled to be available at the effective time.

9. The method of claim 8, wherein the base expected wait time data comprises an expected wait time.

10. The method of claim 8, wherein the base expected wait time data comprises:

i) a rate selected from one of an advancement rate and a service rate; and

ii) a quantity of clients expected to be serviced by available resources prior to the subject client.

11. The method of claim 8, wherein the base expected wait time data comprises a historical wait time and a quantity of clients expected to be serviced by available resources prior to the subject client.

12. The method of claim 11, wherein the historical wait time represents time durations which other clients waited before connecting to a resource and an indication of resource availability during time periods during which the historical wait time is measured.

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

an automated call director call routing system configured to receive a call initiated by the subject client;

a work force management system providing current resource availability data, the current resource availability data including, for a period of time;

current availability of resources;

current inflow of call volumes; and

a forecasted change in the availability of resources;

a wait time augmentation system that receives a base expected wait time data and calculates the augmented expected wait time value as a function of the base expected wait time data and the current resource availably data; and

an interface for providing the augmented expected wait time value to the subject client.

14. The system of claim 13, wherein the forecasted change in the availability of resources comprises a combination of data representing an effective time and a quantity of resources scheduled to be available at the effective time.

15. The system of claim 14, wherein the base expected wait time data comprises an expected wait time.

16. The system of claim 14, wherein the base expected wait time data comprises:

i) a rate selected from one of an advancement rate and a service rate; and

ii) a quantity of clients expected to be serviced by available resources prior to the subject client.

17. The system of claim 14, wherein the base expected wait time data comprises a historical wait time and a quantity of clients expected to be serviced by available resources prior to the subject client.

18. The system of claim 17, wherein the historical wait time represents time durations which other clients waited before connecting to a resource and an indication of resource availability during time periods during which the historical wait time is measured.

19. An accessory device for operation with an automated call director call routing system and/or a work force management system, the accessory device generating an augmented expected wait time value representing a time duration expected to elapse before a subject client is connected to a resource for servicing, the accessory device comprising:

a data communication link to the work force management system for receiving current resource availability data, the current resource availability data including, for a period of time;

current availability of resources;

current inflow of call volumes; and

a forecasted change in the availability of resources;

a wait time augmentation system that receives a base expected wait time data and calculates the augmented expected wait time value as a function of base expected wait time data and the resource availability data; and

a data communication link to the automated call director for providing the augmented expected wait time value to the subject client.

20. The accessory device of claim 19, wherein the scheduled change in the availability of resources comprises a combination of data representing an effective time and a quantity of resources scheduled to be available at the effective time.

21. The accessory device of claim 20, wherein the base expected wait time data comprises an expected wait time.

22. The accessory device of claim 21, wherein the base expected wait time data comprises:

i) a rate selected from one of an advancement rate and a service rate; and

ii) a quantity of clients expected to be serviced by available resources prior to the subject client.

23. The accessory device of claim 21, wherein the base expected wait time data comprises a historical wait time and a quantity of clients expected to be serviced by available resources prior to the subject client.

24. The accessory device of claim 23, wherein the historical wait time represents time durations which other clients waited before connecting to a resource and an indication of resource availability during time periods during which the historical wait time is measured.