Determining an Estimated Wait Time for a first work item in a contact center, the EWT accounting for a Service Time Goal assigned to the first work item

摘要

A contact center, comprising: a work assignment engine configured to assign work items (call, email, text, chat, fax, social media) received at the contact center to resources of the contact center; and an Estimated Wait Time (EWT) module configured to determine an EWT for a first work item before it is assigned to a resource in the contact center, the EWT accounting for a Service Time Goal (STG) assigned to the first work item. Every contact coming into the contact center is given its own unique STG. For example, a voice call may have a STG of 30 seconds and an email an STG of 2 hours etc. Thus, the contact center determines an EWT for contacts waiting to be serviced by resources of the contact center without relying on the traditional First-In-First-Out (FIFO) behavior of contact centers and some contacts will jump ahead of others already in queue.