| 主权项 |
1. An Estimated Wait Time (EWT) computing system to compute estimated wait time for customers in a contact center, the EWT computing system comprising:
a processor; a memory coupled to the processor, the memory comprising one or more instructions that, when executed by the processor, provide:
an analysis module configured to analyze each incoming contact to determine attributes corresponding to the incoming contact;a categorization module configured to assign the incoming contact to a category of incoming contacts, based on the determined attributes and a past history of the incoming contact or a previous contact that shares an attribute with the incoming contact, the past history retrieved from the memory; anda computing module configured to compute an estimated wait time for the incoming contact based on the category of the incoming contact and availability of suitable agents to handle the incoming contact, wherein suitability of an agent is determined by matching the category of the incoming contact with one of skill sets and past experiences of agents; and a natural language processing (NLP) engine comprising:
a communication interface to receive the incoming contact;a memory interface to couple the NLP engine to the memory; anda processing interface to the analysis module,wherein the NLP engine computes an accurate representation of a context and complexity of the incoming contact. |
