Adaptive estimated wait time predictor

• US 8,761,380 B2
• Filed: 02/28/2012
• Issued: 06/24/2014
• Est. Priority Date: 02/28/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Kohler, Joylee, Steiner, Robert C., Flockhart, Andrew D., Jolicoeur, William H.
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): Hoque, Nafiz E
• Application Number:
  US13/407,536
• Publication Number:
  US 20130223619A1
• Time in Patent Office: 847 Days
• Field of Search: 379/265.02, 379/265.08, 379/266.03, 379/266.06
• US Class Current: 379/266.06
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.

Claims

1. A method comprising:

at a first time applying, by a processor, a first Estimated Wait Time (“

EWT”

) algorithm to a first work item of a contact center to obtain a first EWT, wherein the first work item corresponds to a contact received in a waiting queue;

at the first time applying, by the processor, a second EWT algorithm to the first work item of the contact center to obtain a second EWT; and

determining, by the processor, a preferred EWT algorithm, wherein the preferred EWT algorithm is selected from one of the applied first and second EWT algorithms, and wherein determining the preferred EWT algorithm further comprises;

determining an actual wait time for the first work item that corresponds to an actual amount of time that elapsed between the first time and a second time, wherein the second time corresponds to when the first work item is assigned to a resource;

comparing the first EWT with the actual wait time to determine a first difference;

comparing the second EWT with the actual wait time to determine a second difference; and

selecting, by the processor, and as the preferred EWT algorithm, one of the applied first and second EWT algorithms based on rules, wherein the rules use at least one of the first and second difference.

2. The method of claim 1, wherein the method is performed in at least one of real-time and near-real-time.

3. The method of claim 1, wherein the method is performed by a processor that is at least one of on-board and associated with the contact center and off-board and separate from the contact center.

4. The method of claim 1, wherein the first EWT algorithm corresponds to a first preferred EWT algorithm for a first subset of skills, and wherein the second EWT algorithm corresponds to a second preferred EWT algorithm for a second subset of skills.

5. The method of claim 1, wherein prior to selecting one of the applied EWT algorithms the method further comprises:

at the first time applying, by the processor, a third EWT algorithm to the first work item to obtain a third EWT; and

comparing the third EWT with the actual wait time.

6. The method of claim 1, further comprising:

associating the preferred EWT algorithm with at least one of a contact center condition, work item, work item media type, and default estimated wait time algorithm selection.

7. The method of claim 1, further comprising:

determining a first calculation resource use of the first EWT algorithm; and

determining a second calculation resource use of the second EWT algorithm, wherein the first and second calculation resource use includes at least one of processing requirements, time, and data storage used by an EWT algorithm to obtain an EWT.

8. The method of claim 7, wherein the rules used in determining the preferred EWT algorithm further comprise:

determining a first relationship between the first difference and the first calculation resource use;

determining a second relationship between the second difference and the second calculation resource use; and

ranking each EWT algorithm according to predetermined rank criteria, wherein a preferred EWT algorithm is selected based on rank.

9. A non-transitory computer readable information storage medium comprising instructions that, when executed by a processor, perform the method:

at a first time applying, by a processor, a first Estimated Wait Time (“

EWT”

) algorithm to a first work item of a contact center to obtain a first EWT, wherein the first work item corresponds to a contact received in a waiting queue;

at the first time applying, by the processor, a second EWT algorithm to the first work item of the contact center to obtain a second EWT; and

determining, by the processor, a preferred EWT algorithm, wherein the preferred EWT algorithm is selected from one of the applied first and second EWT algorithms, and wherein determining the preferred EWT algorithm further comprises;

determining an actual wait time for the first work item that corresponds to an actual amount of time that elapsed between the first time and a second time, wherein the second time corresponds to when the first work item is assigned to a resource;

comparing the first EWT with the actual wait time to determine a first difference;

comparing the second EWT with the actual wait time to determine a second difference; and

selecting, by the processor and as the preferred EWT algorithm, one of the applied first and second EWT algorithms based on rules, wherein the rules use at least one of the first and second difference.

10. The non-transitory computer readable information storage medium of claim 9, wherein the first EWT algorithm corresponds to a first preferred EWT algorithm for a first subset of skills, and wherein the second EWT algorithm corresponds to a second preferred EWT algorithm for a second subset of skills.

11. The non-transitory computer readable information storage medium of claim 9, wherein the instructions further comprise:

associating the preferred EWT algorithm with at least one of a contact center condition, work item, work item media type, and default estimated wait time algorithm selection.

12. The non-transitory computer readable information storage medium of claim 9, wherein the instructions further comprise:

determining a first calculation resource use of the first EWT algorithm; and

determining a second calculation resource use of the second EWT algorithm, wherein the first and second calculation resource use includes at least one of processing requirements, time, and data storage used by an EWT algorithm to obtain an EWT.

13. The non-transitory computer readable information storage medium of claim 12, wherein the instructions further comprise:

determining a first relationship between the first difference and the first calculation resource use;

determining a second relationship between the second difference and the second calculation resource use; and

ranking each EWT algorithm according to predetermined rank criteria, wherein a preferred EWT algorithm is selected based on rank.

14. The non-transitory computer readable information storage medium of claim 9, wherein prior to selecting one of the applied EWT algorithms the method further comprises:

at the first time applying, by the processor, a third EWT algorithm to the first work item to obtain a third EWT; and

comparing the third EWT with the actual wait time.

15. A contact center, comprising:

a work assignment engine configured to assign work items received at the contact center to resources of the contact center; and

an Estimated Wait Time (“

EWT”

) module configured to;

at a first time apply a first EWT algorithm to a first work item of a contact center to obtain a first EWT, wherein the first work item corresponds to a contact received in a waiting queue;

at the first time apply a second EWT algorithm to the first work item of the contact center to obtain a second EWT; and

determine, by a processor, a preferred EWT algorithm, wherein the preferred EWT algorithm is selected from one of the applied first and second EWT algorithms, and wherein the EWT module in determining the preferred EWT algorithm is further configured to;

determine an actual wait time for the first work item that corresponds to an actual amount of time that elapsed between the first time and a second time, wherein the second time corresponds to when the first work item is assigned to a resource;

compare the first EWT with the actual wait time to determine a first difference;

compare the second EWT with the actual wait time to determine a second difference; and

select, as the preferred EWT algorithm, one of the applied first and second EWT algorithms based on rules, wherein the rules use at least one of the first and second difference.

16. The contact center of claim 15, wherein the EWT module is further configured to:

associate the preferred EWT algorithm with at least one of a contact center condition, work item, work item media type, and default estimated wait time algorithm selection.

17. The contact center of claim 15, wherein the EWT module is further configured to:

determine a first calculation resource use of the first EWT algorithm; and

determine a second calculation resource use of the second EWT algorithm, wherein the first and second calculation resource use includes at least one of processing requirements, time, and data storage used by an EWT algorithm to obtain an EWT.

18. The contact center of claim 17, wherein the preferred EWT module is further configured to:

determine a first relationship between the first difference and the first calculation resource use;

determine a second relationship between the second difference and the second calculation resource use; and

rank each EWT algorithm according to predetermined rank criteria, wherein a preferred EWT algorithm is selected based on rank.

19. The contact center of claim 15, wherein prior to selecting one of the applied EWT algorithms the EWT module is further configured to:

at the first time apply, by the processor, a third EWT algorithm to the first work item to obtain a third EWT; and

compare the third EWT with the actual wait time.

20. The contact center of claim 15, wherein the processor is at least one of on-board and associated with the contact center and off-board and separate from the contact center.