| 摘要 |
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 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.
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