公开(公告)号：US20200082319A1

公开(公告)日：2020-03-12

申请号：US16566432

申请日：2019-09-10

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Andy Raphael Gouw ,  Wei Xun Ter ,  Naman Doshi ,  Travis Humphreys ,  Bayu Aji Wicaksono ,  Cameron Smith

IPC分类号： G06Q10/06 ,  G06Q30/00

摘要： A system and method are presented for predicting workload demand in a customer journey application. Using historical information from journey analytics, journey moments can be aggregated through various stages. Probability-distribution-vectors can be approximated for various paths connected the stages. Stability of such probability distribution can be determined through statistical methods. Predictions for future volumes progressing through the stages can be determined through recursive algorithms after applying a time-series forecasting algorithm at the originating stage(s). Once future volumes have been forecasted at every stage, future workload can be estimated to better capacity planning and scheduling of resources to handle such demand to achieve performance metrics along the cost function.

公开(公告)号：US20220182493A1

公开(公告)日：2022-06-09

申请号：US17545191

申请日：2021-12-08

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Wei Xun Ter ,  Geir Rosoy ,  Mohamed Shahul Hameed ,  Bayu Wicaksono ,  Travis Humphreys ,  Brian Robinson

IPC分类号： H04M3/523 ,  H04M3/51

摘要： 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.