Patent ID: 8837705

Claim:
A method, comprising: a data collection function of a contact center creating a plurality of service time probability distributions, wherein the plurality of service time probability distributions include a first service time probability distribution and a second service time probability distribution, and wherein the first service time probability distribution is associated with a first metadata and the second service time probability distribution is associated with a second metadata; the data collection function storing the plurality of service time probability distributions in a service time database; receiving a first contact at a contact center; determining that the first metadata is associated with the first contact; based at least on the first metadata, retrieving the first service time probability distribution associated with the first metadata; calculating the estimated service time for the first contact based on the first service time probability distribution; determining that a new set of metadata is associated with the first contact, wherein the new set of metadata includes the second metadata; retrieving the second service time probability distribution based on the second metadata; and recalculating the estimated service time for the first contact based on the second service time probability distribution.