WAIT TIME PREDICTION ARRANGEMENT FOR NON-REAL-TIME CUSTOMER CONTACTS

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 ar e serviced immediately after certain types of predetermined events, e.g., the queue containing the non-re al- 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, accurat e wait-time predictions are provided for more efficient management of the contact center..