The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 01, 2023
Filed:
Dec. 08, 2021
Method and system for robust wait time estimation in a multi-skilled contact center with abandonment
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Wei Xun Ter, Daly City, CA (US);
Geir Rosoy, Daly City, CA (US);
Mohamed Shahul Hameed, Chennai, IN;
Bayu Wicaksono, Daly City, CA (US);
Travis Humphreys, Daly City, CA (US);
Brian Robinson, Daly City, CA (US);
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.