A Method of Estimating the Duration of a Subscriber's Waiting in the IP Telephony Call Center Queue

In order to improve the efficiency of inbound call service of modern call centre, increasing the number of satisfied customers, unique solutions are being developed that allow, for example, estimating the average duration of a call in queue, etc. It is the development of such a method that was the subject of this article. The method developed makes it possible to inform queue subscribers with an accuracy of at least 90% about the approximate waiting time. This allows the subscriber to plan his or her time more effectively and be more satisfied with the quality of service provided by the call centre. The proposed method is based on the collection and analysis of call-center operators' work statistics of previous periods. This, in turn, can also contribute to proper planning of the number of operators required.