| 摘要 |
<p><P>PROBLEM TO BE SOLVED: To provide a contact center and methodology for servicing non-real-time contacts. <P>SOLUTION: The advance time for the non-real-time contacts is determined by subtracting the time of service for a later item from the time of service for an earlier item. Items that are serviced immediately after certain types of prescribed events, e.g., the queue containing the non-real-time contacts has no working agents; the queue 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. <P>COPYRIGHT: (C)2007,JPO&INPIT</p> |
