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

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Flockhart, Andrew D., Kohler, Joylee, Steiner, Robert C.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US13/163,669
• Publication Number:
  US 20120321073A1
• Time in Patent Office: 1,264 Days
• Field of Search: 379/265.01, 379/265.08, 379/265.1, 379/266.01, 379/266.06, 379/266.08
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine an estimated wait time for contacts waiting to be serviced by resources of the contact center without relying on the traditional First-In-First-Out behavior of contact centers.

Claims

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.

2. The method of claim 1, wherein the Estimated Wait Time for the first work item is determined based, at least in part, on a Weighted Percentage of Goal that is computed for the queue containing the first work item.

3. The method of claim 2, wherein the Weighted Percentage of Goal comprises an exponential moving average of previous Actual Percentage of Goals for work items that have been assigned to resources in the contact center.

4. The method of claim 2, wherein each work item that is assigned to a resource has more weight in determining the Weighted Percentage of Goal as compared to prior assigned work items.

5. The method of claim 2, wherein the Estimated Wait Time for the first work item is determined based, at least in part, on the product of the Weighted Percentage of Goal and the Service Time Goal.

6. The method of claim 1, wherein the Estimated Wait Time for the first work item accounts for one or more changes in characteristics of a queue in which the first work item is assigned.

7. The method of claim 6, wherein the Estimated Wait Time accounts for an Original Queue Size assigned to the first work item, wherein the Original Queue Size corresponds to a number of work items waiting to be assigned to resources in the contact center when the first work item was received at the contact center.

8. The method of claim 6, wherein the Estimated Wait Time accounts for a Number of Working Agents.

9. The method of claim 1, further comprising:

generating a message that contains the Estimated Wait Time; and

transmitting the message to a communication device associated with a customer that originated the first work item.

10. The method of claim 1, wherein the Estimated Wait Time for the first work item is determined based on a calculation of the relationship of a Weighted Percentage of Goal that is computed for the queue containing the first work item, the Service Time Goal, a Current Queue Size, and a Weighted Queue Size that is computed when the second work item is assigned.

11. The method of claim 1, wherein the Estimated Wait Time for the first work item is determined based on a calculation of the relationship of a Weighted Percentage of Goal that is computed for the queue containing the first work item, the Service Time Goal, a Current Queue Size, and a Weighted Queue Size that is computed when a Number of Working Agents changes.

12. A non-transitory computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:

instructions configured to determine an Estimated Wait Time for a first work item before it is assigned to a resource in a 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.

13. The computer readable medium of claim 12, wherein the Estimated Wait Time for the first work item is determined based, at least in part, on a Weighted Percentage of Goal that is computed for the queue containing the first work item.

14. The computer readable medium of claim 13, wherein the Weighted Percentage of Goal comprises an exponential moving average of previous Actual Percentage of Goals for work items that have been assigned to resources in the contact center.

15. The computer readable medium of claim 13, wherein each work item that is assigned to a resource has more weight in determining the Weighted Percentage of Goal as compared to prior assigned work items.

16. The computer readable medium of claim 14, wherein the Estimated Wait Time for the first work item is determined based, at least in part, on the product of the Weighted Percentage of Goal and the Service Time Goal.

17. The computer readable medium of claim 12, wherein the Estimated Wait Time for the first work item accounts for one or more changes in characteristics of a queue in which the first work item is assigned.

18. 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 module configured to determine, by a processor, an Estimated Wait Time for a 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.

19. The contact center of claim 18, wherein the Estimated Wait Time is determined by multiplying a Weighted Percentage of Goal value by the Service Time Goal.

20. The contact center of claim 18, wherein the Estimated Wait Time module is further configured to report at least one of the Estimated Wait Time and a remaining wait time to a communication device operated by a customer that originated the first work item.