Predictive analytics for managing callbacks queues
Systems and methods for callback queue management are provided. An example system is configured to determine a maximum size of a callback queue based on a formula. The system determines eligibility of an inbound query for the callback queue based on a current number of calls in the callback queue being less than the maximum size. The system causes a callback call associated with the inbound query to be performed based on the inbound query being eligible for the callback queue.
1 . A system, comprising:
at least one processor; and
at least one memory storing a plurality of instructions that, when executed by the at least one processor, cause the at least one processor to:
determine a maximum size of a callback queue based on an formula given as:
Δ
=
∑
(
E
+
A
)
(
Ix
)
(
σ
±
α
)
where:
Δ is the maximum size of the callback queue;
E is an expected wait;
A is an average talk time;
I is an interval;
x is a control variable;
σ s a staff capacity; and
α is an adjustment value;
determine that an inbound query is eligible for the callback queue based on a current number of calls in the callback queue being less than the maximum size;
in response to the inbound query being eligible for the callback queue, determine at least one callback window;
cause a callback call associated with the inbound query to be performed within the at least one callback window; and
recalculate the maximum size according to a time interval.
2 . The system of claim 1 , wherein the plurality of instructions is further configured to cause the at least one processor to:
determine at least one future callback window;
determine an expected number of calls in the callback queue during the future callback window; and
determine an expected maximum size of the callback queue during the callback window, the expected maximum size being calculated based on the formula;
determine that the inbound query is eligible for the callback queue during the future callback window based on the expected number of calls being less than the expected maximum size; and
cause a callback call associated with the inbound query to be performed within the future callback window.
3 . A system, comprising:
at least one processor; and
at least one memory storing a plurality of instructions that, when executed by the at least one processor, cause the at least one processor to:
determine a maximum size of a callback queue based on an formula given as:
Δ
=
∑
(
E
+
A
)
(
Ix
)
(
σ
±
α
)
where:
Δ is the maximum size of the callback queue;
E is an expected wait;
A is an average talk time;
I is an interval;
x is a control variable;
σ is a staff capacity; and
α is an adjustment value; and
determine eligibility of an inbound query for the callback queue based on a current number of calls in the callback queue being less than the maximum size; and
cause a callback call associated with the inbound query to be performed based on the inbound query being eligible for the callback queue.
4 . The system of claim 3 , wherein the plurality of instructions is further configured to cause the at least one processor to determine eligibility of the inbound query for the callback queue by at least determining the inbound query is ineligible for the callback queue based on the current number of calls in the callback queue not being less than the maximum size.
5 . The system of claim 3 , wherein the plurality of instructions is further configured to cause the at least one processor to:
determine at least one callback window; and
cause a callback call associated with the inbound query to be performed within the at least one callback window.
6 . The system of claim 3 , wherein the plurality of instructions is further configured to cause the at least one processor to determine that the inbound query is eligible for the callback queue during at least one future callback window based on an expected number of calls being less than an expected maximum size of the callback queue during the at least one future callback window.
7 . The system of claim 6 , wherein the plurality of instructions is further configured to cause the at least one processor to determine, based on historical data, for the at least one future callback window, the expected number of calls in the callback queue during the at least one future callback window.
8 . The system of claim 6 , wherein the plurality of instructions is further configured to cause the at least one processor to determine the expected maximum size based on the formula.
9 . The system of claim 6 , wherein the plurality of instructions is further configured to cause the at least one processor to cause a callback call associated with the inbound query to be performed during the at least one future callback window.
10 . The system of claim 3 , wherein the plurality of instructions is further configured to cause the at least one processor to recalculate the maximum size according to a time interval.
11 . The system of claim 6 , wherein the plurality of instructions is further configured to cause the at least one processor to:
determine the inbound query is ineligible for the callback queue based on the current number of calls in the callback queue not being less than the maximum size; and
based on the inbound query being ineligible for the callback queue, cause the inbound query to be forwarded to an agent device.
12 . A method implemented in a system, the method comprising:
determining a maximum size of a callback queue based on an formula given as: Δ=
∑
(
E
+
A
)
(
Ix
)
(
σ
±
α
)
where:
Δ is the maximum size of the callback queue;
E is an expected wait;
A is an average talk time;
I is an interval;
x is a control variable;
σ is a staff capacity; and
α is an adjustment value; and
determining eligibility of an inbound query for the callback queue based on a current number of calls in the callback queue being less than the maximum size; and
causing a callback call associated with the inbound query to be performed based on the inbound query being eligible for the callback queue.
13 . The method of claim 12 , further comprising determining eligibility of the inbound query for the callback queue by at least determining the inbound query is ineligible for the callback queue based on the current number of calls in the callback queue not being less than the maximum size.
14 . The method of claim 12 , further comprising:
determining at least one callback window; and
causing a callback call associated with the inbound query to be performed within the at least one callback window.
15 . The method of claim 12 , further comprising determining that the inbound query is eligible for the callback queue during at least one future callback window based on an expected number of calls being less than an expected maximum size of the callback queue during the at least one future callback window.
16 . The method of claim 15 , further comprising determining, based on historical data, for the at least one future callback window, the expected number of calls in the callback queue during the at least one future callback window.
17 . The method of claim 15 , further comprising determining the expected maximum size based on the formula.
18 . The method of claim 15 , further comprising causing a callback call associated with the inbound query to be performed during the at least one future callback window.
19 . The method of claim 12 , further comprising recalculating the maximum size according to a time interval.
20 . The method of claim 15 , further comprising:
determining the inbound query is ineligible for the callback queue based on the current number of calls in the callback queue not being less than the maximum size; and
based on the inbound query being ineligible for the callback queue, causing the inbound query to be forwarded to an agent device.