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:
Jun. 24, 2014
Filed:
Feb. 28, 2012
Joylee Kohler, Northglenn, CO (US);
Robert C. Steiner, Broomfield, CO (US);
Andrew D. Flockhart, Thornton, CO (US);
William H. Jolicoeur, Cary, NC (US);
Joylee Kohler, Northglenn, CO (US);
Robert C. Steiner, Broomfield, CO (US);
Andrew D. Flockhart, Thornton, CO (US);
William H. Jolicoeur, Cary, NC (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.