SOLUTION FOR ESTIMATING WITHIN A CONFIDENCE INTERVAL A WAITING TIME FOR OFFERING IT TO A USER

摘要

The invention relates to a method for estimating, within a confidence interval, waiting time in a call center taking into account priority rules consisting in (a) after receiving a call, evaluating a number of waiting or serviced calls which must be served in priority (Nwaiting + 1); (b) estimating a service rate service; (c) estimating a priority rate priority; (d) evaluating a mean waiting time DAmean; (e) evaluating the mean time variation Var (Nwait + 1)(service priority)/ ( service priority)3; (f) evaluating the confidence interval Iconf =Var1/2 F (1-π); (g) evaluating the offered time= DAmean+ Iconf, wherein service is the number of calls which can be served by all user advisers in a time unit; priority is the call incoming rate in a time unit to be served in priority; Nwaiting is the number of waiting calls at the moment of the call incoming; Var is a waiting time variable, π is a degree of reliability guaranteed in order to offer the waiting time; F (1-π) is the centred and reduced quantile of a probability law 1-π of the call waiting time.