Goal-based estimated wait time

摘要

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine an estimated wait time for contacts waiting to be serviced by resources of the contact center without relying on the traditional First-In-First-Out behavior of contact centers.

主权项

1. A method, comprising:
receiving a first work item in a contact center; and determining, by a processor, an Estimated Wait Time for the first work item before it is assigned to a resource in the contact center, the Estimated Wait Time accounting for a Service Time Goal assigned to the first work item, wherein the Estimated Wait Time for the first work item is determined based, at least in part, on an Actual Percentage of Goal value determined for a second work item that has been assigned to a resource in the contact center previous to the determination of the Estimated Wait Time for the first work item, and wherein the Actual Percentage of Goal value is a ratio of a Wait Time for the second work item to a Service Time Goal for the second work item.