Call Center Wait Time Estimation via WFO Agent Data
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Solution Overview
Problem
Conventional wait time calculation methods in call centers are inaccurate due to not considering changes in the representative workforce over time periods, leading to overestimation of wait times as they do not account for agents logging in during subsequent shifts.
Innovation Solution
A system and method that includes a software engine in a switch to query a Work Force Optimization (WFO) software module for the number of unlogged agents and their next shift time, allowing for more accurate wait time calculations by considering both active and unlogged agents across different shifts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional wait time calculation methods are used that only consider currently active agents, then the calculation is simple, but the accuracy of wait time estimation deteriorates because changes in representative workforce over time periods are not considered
Solution Approach 1:
The system performs preliminary actions by querying the WFO module in advance to obtain information about unlogged agents and their scheduled login times before calculating wait time. This allows the calculation to proactively account for future workforce changes rather than reacting to them after they occur, improving accuracy while maintaining manageable complexity through structured advance data collection
Solution Approach 2:
The patent introduces an intermediary mechanism - the WFO (Workforce Optimization) module - that acts as a mediator between the call queuing system and the wait time calculation. This intermediary provides structured data about agent scheduling and status, enabling accurate wait time estimation without requiring the calculation system to directly manage complex workforce data, thus resolving the contradiction between accuracy and complexity
2Productivity
If the system only considers currently logged-in agents for wait time calculation, then the calculation process is fast, but the customer service quality deteriorates due to overestimation of wait times
Solution Approach 1:
The system performs preliminary queries to the WFO module to obtain scheduled agent login information before the wait time calculation is needed. By having this data prepared in advance, the system can quickly incorporate projections of upcoming agents into the calculation without adding significant processing time, thus maintaining calculation speed while improving service quality through more accurate estimates
Solution Approach 2:
The wait time calculation transitions from a static model considering only currently active agents to a dynamic model that incorporates time-varying workforce availability. The system dynamically adjusts the calculation to include agents who will log in during the wait period, based on scheduled login times obtained from the WFO module, thereby maintaining fast calculations while significantly improving reliability and customer service quality
Data Source
AI summary
Embodiments for managing customer wait time at a call center are provided. In one embodiment, a system includes a switch having a software engine that determines the customer wait time, a computing device executing a work force optimization (WFO) software module, such that the software engine transmits a query to the WFO software module. In one embodiment, the WFO software module transmits a number of unlogged agents and a next shift time in response to the query, and such that the software engine determines the customer wait time based on the number of unlogged agents and the next shift time.