公开(公告)号：WO2022125623A8

公开(公告)日：2022-06-16

申请号：PCT/US2021/062346

申请日：2021-12-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： TER, Wei, Xun ,  ROSOY, Geir ,  HAMEED, Mohamed, Shahul ,  WICAKSONO, Bayu ,  HUMPHREYS, Travis ,  ROBINSON, Brian

IPC: H04M3/50 ,  H04M2203/551 ,  H04M3/5175 ,  H04M3/5238

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.