公开(公告)号：AU2021394754A9

公开(公告)日：2024-09-26

申请号：AU2021394754

申请日：2021-12-08

Applicant: GENESYS CLOUD SERVICES INC

Inventor： TER WEI ,  ROSOY GEIR ,  HAMEED MOHAMED ,  WICAKSONO BAYU ,  HUMPHREYS TRAVIS ,  ROBINSON BRIAN

IPC: H04M3/50

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.

公开(公告)号：AU2021394754A1

公开(公告)日：2023-07-13

申请号：AU2021394754

申请日：2021-12-08

Applicant: GENESYS CLOUD SERVICES INC

Inventor： TER WEI ,  ROSOY GEIR ,  HAMEED MOHAMED ,  WICAKSONO BAYU ,  HUMPHREYS TRAVIS ,  ROBINSON BRIAN

IPC: H04M3/50

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.