Method for predicting call waiting times
View Patent ↗A method is provided for the production of accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.
1. A method comprising:
establishing, at a contact center, a communication session with a first communication terminal;
storing in a queue, at the contact center, an identifier corresponding to the first communication terminal, wherein the queue contains identifiers for a first plurality of communication terminals that are engaged in communication sessions with the contact center; and
transmitting from the contact center to the first communication terminal a message containing an indication of waiting time, wherein:
i. the indication of waiting time depends on an estimate of a length of the queue,
ii. the estimate of the length of the queue reflects the length which the queue is expected to have at time t 1 ,
iii. the estimate of the length of the queue depends on an abandonment measure,
iv. the abandonment measure is an estimate of the number of communication sessions, between communication terminals from the first plurality and the contact center, that are expected to be discontinued prior to the communication terminals being connected to a communication terminal that is operated by an agent of the contact center,
v. the abandonment measure is an estimate of the number of communication sessions that are expected to be discontinued by time t 1 , and
vi. the abandonment measure depends on a service rate of the queue.
2. The method of claim 1 wherein the service rate of the queue depends on an availability measure for a first agent that is serving the queue.
3. The method of claim 1 wherein the estimate of the length of the queue depends on the rate at which communication sessions with the contact center are established.
4. The method of claim 1 wherein the estimate of the length of the queue depends on the rate at which identifiers corresponding to communication terminals are added to the queue.
5. The method of claim 1 wherein the estimate of the length of the queue is made at time t 1 .
6. The method of claim 5 wherein the value of t 1 depends on the time lapse between the establishment of the communication session and the storing of an identifier corresponding to the communication terminal in the queue.
7. The method of claim 1 wherein:
the estimate of the length of the queue is made at time t 0 ; and
t 0 <t 1 .
8. A method comprising:
establishing, at a contact center, a communication session with a first communication terminal;
storing in a queue, at the contact center, an identifier corresponding to the first communication terminal, wherein the queue contains identifiers for a first plurality of communication terminals that are engaged in communication sessions with the contact center; and
transmitting from the contact center to the first communication terminal a message containing an indication of waiting time, wherein:
i. the indication of waiting time depends on an estimate of a length of the queue,
ii. the estimate of the length of the queue reflects the length which the queue is expected to have at time t 1 , and
iii. the estimate of the length of the queue depends on an availability measure for a first agent that is serving the queue.
9. The method of claim 8 wherein the estimate of the length of the queue depends on the rate at which communication sessions with the contact center are established.
10. The method of claim 8 wherein the estimate of the length of the queue depends on the rate at which identifiers corresponding to communication terminals are added to the queue.
11. The method of claim 8 wherein:
the estimate of the length of the queue is made at time t 0 ; and
t 0 <t 1 .
12. The method of claim 8 wherein the estimate of the length of the queue is made at time t 1 .
13. The method of claim 8 wherein the value of t 1 depends on the time lapse between the establishment of the communication session and the storing of an identifier corresponding to the communication terminal in the queue.
14. A method comprising:
establishing, at a contact center, a communication session with a first communication terminal;
storing in a queue, at the contact center, an identifier corresponding to the first communication terminal, wherein the queue contains identifiers for a first plurality of communication terminals that are engaged in communication sessions with the contact center; and
transmitting from the contact center to the first communication terminal a message containing an indication of waiting time, wherein:
i. the indication of waiting time depends on an estimate of a length of the queue,
ii. the estimate of the length of the queue reflects the length which the queue is expected to have at time t 1 , and
iii. the estimate of the length of the queue depends on a rate at which identifiers corresponding to communication terminals are added to the queue.
15. The method of claim 14 wherein t 1 is the time at which the communication terminal is expected to receive the message transmitted from the contact center.
16. The method of claim 14 wherein:
the estimate of the length of the queue is made at time t 0 ; and
t 0 <t 1 .
17. The method of claim 14 wherein the estimate of the length of the queue is made at time t 1 .