Playing expected wait time on agent's notification

• US 8,861,710 B2
• Filed: 05/19/2010
• Issued: 10/14/2014
• Est. Priority Date: 05/19/2010
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Nimmagadda, Krishna
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US12/783,272
• Publication Number:
  US 20110286592A1
• Time in Patent Office: 1,609 Days
• Field of Search: 379/265.1, 379/265.11, 379/265.14, 379/266.01, 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 estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the agent. The agent availability information may be obtained from the agent through a user interface provided by a contact center communication device. The user interface may include soft keys. In addition, the estimated wait time can be provided to client communication devices.

Claims

1. A method for estimating a wait time, comprising:

receiving a first work item at a server;

calculating by the server an estimated wait time for the first work item;

receiving at the server a first indication from a first agent of a time to availability of the first agent, wherein the first indication from the first agent of a time to availability of the first agent includes a numeric value;

receiving at the server a first indication from the first agent of at least one of a call type and a call state of a current call;

in response to receiving the first indication from the first agent of a time to availability of the first agent and further in response to receiving the first indication from the first agent of the at least one of a call type and a call state of a current call, calculating by the server a revised estimated wait time for the first work item, wherein the calculation of the revised estimated wait time considers the first indication from the first agent of a time to availability of the first agent and considers the first indication from the first agent of the at least one of a call type and a call state of a current call;

communicating the revised estimated wait time to a user associated with the first work item.

2. The method of claim 1, further comprising:

placing the first work item in a first queue, wherein the first work item is received from a communication network.

3. The method of claim 2, further comprising:

while the first work item is in the first queue, receiving a first indication from a second agent of a time to availability of the second agent;

in response to receiving the indication from the second agent of a time to availability of the second agent, calculating a further revised estimated wait time for the first work item that considers the indication of a time to availability received from the second agent, wherein the further revised estimated work time that considers the indication of a time to availability received from the second agent is calculated after the revised estimated wait time for the first work item that considers the indication of a time to availability received from the first agent;

communicating the further revised estimated wait time to the user associated with the first work item.

4. The method of claim 1, further comprising:

receiving a second work item from the communication network;

placing the second work item in the first queue, wherein the first work item and the second work item are in the first queue simultaneously;

calculating an estimated wait time for the second work item in the first queue;

receiving one of a second indication from the first agent or a first indication from a second agent of a time to availability of the one of the first agent or the second agent;

in response to receiving the indication from one of the first agent or the second agent of a time to availability, calculating a revised estimated wait time for the second work item that considers the indication of a time to availability received from the one of the first agent and the second agent;

communicating the revised estimated wait time to a user associated with the second work item.

5. The method of claim 1, further comprising:

requesting from the first agent an indication of a time to availability of the first agent.

6. The method of claim 5, further comprising:

the first agent providing an indication of a time to availability in response to the request for an indication of a time to availability.

7. The method of claim 6, wherein the first agent is handling a call in progress when the first agent provides the indication of a time to availability, and wherein the first agent specifies a time to availability in response to the request.

8. The method of claim 6, wherein in response to the request for an indication of a time to availability the first agent indicates that the first agent is in a wrap-up state.

9. The method of claim 6, wherein in response to the request for an indication of a time to availability the first agent indicates that the first agent is in an auxiliary state.

10. The method of claim 6, wherein the indication of a time to availability of the first agent includes a period of time specified by the first agent.

11. The method of claim 5, wherein requesting from the first agent an indication of a time to availability includes displaying a user interface to the first agent, wherein the user interface includes a soft button for accepting an indication from the first agent of a time to availability of the first agent.

12. The method of claim 1, wherein the method is performed by computer included as part of a call center interconnected to the communication network executing instructions stored in a non-transitory form in a computer readable storage medium.

16. The method of claim 1, wherein the numeric value included in the first indication from the first agent of a time to availability of the first agent specifies an expected duration of a call in progress in units of time.

17. The method of claim 1, further comprising:

receiving a call state indication from the first agent.

13. A contact center, comprising:

a plurality of contact center communication devices, including;

an agent interface operable to receive at least first input from a first agent related to an availability of the first agent;

a server in communication with the plurality of contact center communication devices, the server including;

at least a first queue established in memory on the server;

a call routing engine comprising instructions executed by a processor included in the server, wherein at least some work items are routed to the at least a first queue, wherein first input from the first agent related to an availability of the first agent includes a time value that is entered by the first agent and communicated from a first one of the plurality of contact center communication devices to the server, wherein second input from the first agent related to at least one of a call type and a call state of a current call is entered by the first agent and communicated from the first state one of the plurality of contact center communication devices to the server, wherein an estimated wait time is calculated for at least one work items included in the work items routed to the at least a first queue, and wherein the first input from the first agent related to an availability of the first agent and the second input from the first agent related to at least one of a call type and a call state of a current call is used to calculate the estimated wait time for the at least one work item.

14. The contact center of claim 13, further comprising:

a plurality of client communication devices;

a communication network, wherein the server is interconnected to at least one of the plurality of client communication devices by the communication network, and wherein the server provides the estimated wait time for the at least one work item to the at least one of the plurality of client communication devices.

15. The contact center of claim 14, wherein third input from the first agent related to an availability of the first agent is communicated from the first one of the plurality of contact center communication devices to the server, wherein a revised estimated wait time is calculated for the at least one work item, wherein the third input from the first agent related to an availability of the first agent is used to calculate the revised estimated wait time for the at least one work item, and wherein the revised estimated wait time is provided to the at least one of the plurality of client communication devices.