Calculating An Estimated Wait Time

Organization Name

Inventor(s)

Maikl Adly Abdel-Malek Eskander of Seattle WA (US)

Calculating An Estimated Wait Time - A simplified explanation of the abstract

This abstract first appeared for US patent application 20240275884 titled 'Calculating An Estimated Wait Time

Simplified Explanation: The patent application describes a system where a server calculates the estimated wait time for a user device to communicate with a contact center agent based on the number of devices ahead of it in the queue and the availability of agent devices.

Key Features and Innovation:

Server determines the number of devices preceding a user device in a queue.
Server calculates estimated wait time based on queue length and agent availability.
System optimizes communication efficiency between users and contact center agents.

Potential Applications: This technology can be applied in call centers, customer service centers, and any other communication systems where users need to connect with agents efficiently.

Problems Solved:

Reducing user wait times in communication queues.
Optimizing agent availability and workload management.
Enhancing overall communication system efficiency.

Benefits:

Improved customer satisfaction.
Increased agent productivity.
Streamlined communication processes.

Commercial Applications: The technology can be utilized in various industries such as telecommunications, e-commerce, and healthcare to enhance customer service operations and improve overall user experience.

Prior Art: Readers can start their search for prior art related to this technology by exploring patents in the field of communication systems, call center technologies, and queue management systems.

Frequently Updated Research: Stay updated on research related to communication system optimization, queue management algorithms, and customer service technology advancements for further insights into this technology.

Questions about the Technology: 1. What are the potential challenges in implementing this technology in large-scale call centers? 2. How does this system handle peak communication times effectively?

2. Another relevant generic question, with a detailed answer: How does this technology impact customer satisfaction levels in contact center interactions? This technology can significantly improve customer satisfaction by reducing wait times and ensuring more efficient communication with agents, leading to a better overall experience for users.

Original Abstract Submitted

a server determines a number of devices preceding a user device in a user queue of devices for communication with a contact center agent device. the server determines a number of contact center agent devices available for the communication. the server calculates an estimated wait time for the user device based on the number of devices preceding the user device, the number of contact center agent devices, and wait times of user devices, distinct from the user device, requesting communications with the contact center agent device.