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Estimation of expected value for remaining work time for contact center agents

  • US 8,724,796 B2
  • Filed: 09/30/2003
  • Issued: 05/13/2014
  • Est. Priority Date: 09/30/2003
  • Status: Expired due to Fees
First Claim
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1. A call management system for interconnecting a customer who is using a communication device, with one of a plurality of customer agents;

  • said interconnection thereby establishing a service call, said call management system comprising;

    means for segmenting said call into a plurality of phases;

    means for predicting a current phase of said call from said plurality of phases; and

    ,means for estimating time remaining on said call;

    wherein said means for estimating comprises a means for classifying said call into one of a plurality of call classes and means for performing methods of automatic speech analysis upon the service call and evaluating the proportion of time the customer speaks relative to time the agent speaks and using the proportion of time the customer speaks relative to the time the agent speaks to estimate the time remaining on said call.

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