Title:
非リアルタイム顧客コンタクトについての待機時間予測装置
Document Type and Number:
Japanese Patent JP4386901
Kind Code:
B2
Abstract:
The present invention is directed to a contact center and methodology for servicing non-real-time contacts. The advance time for the non-real-time contacts is determined by subtracting the time of service for an earlier item from the time of service for a later item. Items that are serviced immediately after certain types of predetermined events, e.g., the queue (42) containing the non-real-time contacts has no working agents, the queue (42,46) is empty, the system clock is changed, and the system is rebooted are ignored in estimating the wait time for enqueued items. Using this methodology, accurate wait-time predictions are provided for more efficient management of the contact center.
Inventors:
Andrew Day. Flockheart
Michael joseph harris
Michael joseph harris
Application Number:
JP2006156893A
Publication Date:
December 16, 2009
Filing Date:
June 06, 2006
Export Citation:
Assignee:
Avaya Incorporated
International Classes:
G06F17/18; H04M3/523; G06Q10/00; H04M3/428; H04M3/51
Domestic Patent References:
| JP11017806A | ||||
| JP11163860A | ||||
| JP10304073A | ||||
| JP10173780A | ||||
| JP2000092213A | ||||
| JP7134743A |
Foreign References:
| US5506898 | ||||
| WO1999065214A1 |
Attorney, Agent or Firm:
Masao Okabe
Nobuaki Kato
Shinichi Usui
Takao Ochi
Teruhisa Motomiya
Asahi Shinmitsu
Nobuaki Kato
Shinichi Usui
Takao Ochi
Teruhisa Motomiya
Asahi Shinmitsu