SOLUTION FOR ESTIMATING AVERAGE CALL CENTRE WAITING TIMES

摘要

The invention relates to a method of estimating call centre waiting times, taking account of priority rules. The invention is characterised in that it comprises the following steps consisting in: (a) evaluating the number of calls already waiting or in service which must be dealt with first (Nwait + 1) when a call is received; (b) estimating the service rate tauservice; (c) estimating the priority rate taupriority; and (d) evaluating the wait time DA = (Nwait + 1) / (tauservice - taupriority), wherein tauservice denotes the number of calls that all of the call centre customer advisers can deal with per unit of time and taupriority denotes the arrival rate, per unit of time, of calls which will be dealt with as a matter of priority. The invention also relates to a system which is used to carry out the inventive method.