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Predictive model for abandoned calls

  • US 9,609,133 B2
  • Filed: 03/30/2015
  • Issued: 03/28/2017
  • Est. Priority Date: 03/30/2015
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • receiving, by a microprocessor and via a network, a work item in a contact center, the work item being associated with a first customer and corresponding to a first contact in the contact center to be processed by a contact center agent, wherein the first contact is a first communication from a communication device of the first customer;

    placing, by the microprocessor, the work item into a contact center queue;

    determining, by the microprocessor, a wait tolerance of the work item, wherein the determined wait tolerance is based on a customer history for the first customer, wherein the customer history includes at least one abandonment of a second contact by the first customer along with a wait time prior to the at least one abandonment, and wherein the second contact is a second communication from the communication device of the first customer;

    determining, by the microprocessor, an amount of time that the first customer has been waiting for service by the contact center;

    based on a comparison of the determined wait tolerance and the determined amount of time that the first customer has been waiting for service by the contact center, determining, by the microprocessor, a risk of the first customer abandoning the first contact in the contact center queue; and

    based on the determined risk, determining whether to keep the work item in the contact center queue or route the work item from the contact center queue to a communication device of an agent, out of order in the contact center queue, in an attempt to avoid the first customer abandoning the first contact.

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