Patent ID: 8861710

Claim:
A method for estimating a wait time, comprising: receiving a first work item at a server; calculating by the server an estimated wait time for the first work item; receiving at the server a first indication from a first agent of a time to availability of the first agent, wherein the first indication from the first agent of a time to availability of the first agent includes a numeric value; receiving at the server a first indication from the first agent of at least one of a call type and a call state of a current call; in response to receiving the first indication from the first agent of a time to availability of the first agent and further in response to receiving the first indication from the first agent of the at least one of a call type and a call state of a current call, calculating by the server a revised estimated wait time for the first work item, wherein the calculation of the revised estimated wait time considers the first indication from the first agent of a time to availability of the first agent and considers the first indication from the first agent of the at least one of a call type and a call state of a current call; communicating the revised estimated wait time to a user associated with the first work item.