×

Goal-based estimated wait time

  • US 8,903,080 B2
  • Filed: 06/17/2011
  • Issued: 12/02/2014
  • Est. Priority Date: 06/17/2011
  • Status: Active Grant
First Claim
Patent Images

1. A method, comprising:

  • receiving a first work item in a contact center; and

    determining, by a processor, an Estimated Wait Time for the first work item before it is assigned to a resource in the contact center, the Estimated Wait Time accounting for a Service Time Goal assigned to the first work item, wherein the Estimated Wait Time for the first work item is determined based, at least in part, on an Actual Percentage of Goal value determined for a second work item that has been assigned to a resource in the contact center previous to the determination of the Estimated Wait Time for the first work item, and wherein the Actual Percentage of Goal value is a ratio of a Wait Time for the second work item to a Service Time Goal for the second work item.

View all claims
  • 18 Assignments
Timeline View
Assignment View
    ×
    ×