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. 27, 2024
Filed:
Mar. 29, 2021
Amazon Technologies, Inc., Seattle, WA (US);
Yiwei Li, Bellevue, WA (US);
Wei Niu, Bellevue, WA (US);
Tak Chung Lung, Bellevue, WA (US);
Yung-Chun Lin, Seattle, WA (US);
Thomas Boyd Johnston, Seattle, WA (US);
Manjeshwar Donthi, Bellevue, WA (US);
Richard Julian Rodriguez, Shoreline, WA (US);
Jon Russell Jay, Mercer Island, WA (US);
Pasquale DeMaio, Bellevue, WA (US);
Phillip H Keung, Seattle, WA (US);
Amazon Technologies, Inc., Seattle, WA (US);
Abstract
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.