C
Carol Santagato
Researcher at AT&T
Publications - 1
Citations - 210
Carol Santagato is an academic researcher from AT&T. The author has contributed to research in topics: Queue management system & Queue. The author has an hindex of 1, co-authored 1 publications receiving 210 citations.
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Expected wait-time indication arrangement
Ralph J. Costantini,Andrew D. Flockhart,Cecil W. Maccannon,James L. Murtaugh,Carol Santagato,Minh D. Tran +5 more
TL;DR: In this article, an improved estimated waiting time arrangement is proposed to derive a more accurate estimate of how long a call that is or may be enqueued in a particular queue will have to wait before being serviced by an agent, by using the average rate of advance of calls through positions of the particular queue.