Amazon Technologies, Inc.

Yiwei Li

Pasquale DeMaio

Jon R Jay

Yung-Chun Lin

Thomas Boyd Johnston

Wei Niu

Phillip H Keung

Tak Chung Lung

Richard Julian Rodriguez

Manjeshwar Donthi

Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.

Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at higher granularity level

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Bellevue, WA, United States of America

Yiwei Li