G - Physics – 06 – F
Patent
G - Physics
06
F
G06F 17/30 (2006.01) H04M 3/523 (2006.01)
Patent
CA 2310952
To improve the prediction of wait times of calls waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers or splits/skills, additional data points are created - either manually or automatically - during the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained. This information is applied to historical information about previously-processed calls to estimate how long completion of the processing of each of those calls is likely to take, i.e., how long it will be before the agents who are processing those calls become available to handle the waiting calls. The estimated times are then used as the predicted wait times of that plurality of the waiting calls. The technique is applicable to workflow management in general.
Anderson Gregory L.
Flockhart Andrew D.
Foster Robin H.
Mathews Eugene P.
Kirby Eades Gale Baker
Lucent Technologies Inc.
LandOfFree
Estimation of a work item's wait-time from the present... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Estimation of a work item's wait-time from the present..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Estimation of a work item's wait-time from the present... will most certainly appreciate the feedback.
Profile ID: LFCA-PAI-O-1610316