Granted Patent B2

US 12,355,920 · App. 18/642,223 · Granted Jul 8, 2025

Inventors: Kristin Renae Bosch (Denver, CO); Maikl Adly Abdel-Malek Eskander (Seattle, WA)

Assignee: Zoom Communications, Inc.

H04M3/5238G06F40/40H04M3/5175H04M3/5233H04M2203/2038H04M2203/407

Abstract

Claims (49)

1. A method comprising:

receiving, at a server and from a user device, a request for a contact center engagement;

adding, at the server, the user device to a user queue of devices, the user queue being stored at the server using a queue data structure;

determining, at the server, a number of devices, of the user queue of devices, preceding the user device in the user queue;

determining, at the server, a number of contact center agent devices available for a communication with the user device; and

calculating, at the server, an estimated wait time for the user device based on the number of devices preceding the user device in the user queue, the number of contact center agent devices, and wait times of user devices, distinct from the user device, in the user queue.

2. The method of claim 1 , wherein the number of contact center agent devices is determined based on network connection data between the server and the contact center agent devices, the network connection data including a connection status.

3. The method of claim 1 , wherein a combination engine calculates the estimated wait time based on a combination of the number of devices preceding the user device divided by the number of contact center agent devices and a value computed by a statistical engine based on previous wait times of the user devices, distinct from the user device, in the user queue.

4. The method of claim 1 , wherein a combination engine calculates the estimated wait time based on a mean of (i) an average hold time multiplied by a quotient of the number of devices preceding the user device divided by the number of contact center agent devices, as computed every threshold time period, (ii) the average hold time multiplied by the quotient of the number of devices preceding the user device divided by the number of contact center agent devices, as computed at a call termination of one of the devices preceding the user device, and (iii) a value computed by a statistical engine based on previous wait times of the user devices, distinct from the user device, in the user queue.

5. The method of claim 1 ,

wherein the request comprises natural language text or speech, the method comprising:

identifying, using a natural language processing engine, features of a contact center agent based on the natural language text or speech; and

selecting, from multiple user queues, the user queue for the user device based on the features.

6. The method of claim 1 , wherein calculating the estimated wait time comprises calculating the estimated wait time once every threshold time period.

7. The method of claim 1 , wherein calculating the estimated wait time comprises calculating the estimated wait time when a device in the user queue is connected to a contact center agent device.

8. The method of claim 1 , wherein calculating the estimated wait time comprises calculating the estimated wait time when the number of contact center agent devices available for the communication changes.

9. The method of claim 1 , comprising:

generating a graphical representation of wait times for user devices in at least one user queue; and

transmitting the graphical representation to an administrator device.

10. The method of claim 1 , comprising:

determining that the estimated wait time exceeds a callback threshold;

providing, to the user device, a prompt to receive a callback via a user-specified communication account when a contact center agent device becomes available; and

in response to acceptance of the prompt, upon determining that the contact center agent device is available, connecting the contact center agent device with the user-specified communication account.

11. At least one non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

receiving, at a server and from a user device, a request for a contact center engagement;

adding, at the server, the user device to a user queue of devices, the user queue being stored at the server using a queue data structure;

determining, at the server, a number of devices, of the user queue of devices, preceding the user device in the user queue;

determining, at the server, a number of contact center agent devices available for a communication with the user device; and

calculating, at the server, an estimated wait time for the user device based on the number of devices preceding the user device in the user queue, the number of contact center agent devices, and wait times of user devices, distinct from the user device, in the user queue.

12. The at least one computer readable medium of claim 11 , wherein a combination engine calculates the estimated wait time based on a combination of the number of devices preceding the user device divided by the number of contact center agent devices and a number computed by a statistical engine based on previous wait times of the user devices, distinct from the user device, in the user queue.

13. The at least one computer readable medium of claim 11 , wherein a combination engine calculates the estimated wait time based on a mean of (i) an average hold time multiplied by a quotient of the number of devices preceding the user device divided by the number of contact center agent devices, as computed every threshold time period, (ii) the average hold time multiplied by the quotient of the number of devices preceding the user device divided by the number of contact center agent devices, as computed at a call termination of one of the devices preceding the user device, and (iii) a value computed by an artificial intelligence engine based on previous wait times of the user devices, distinct from the user device, in the user queue.

14. The at least one computer readable medium of claim 11 , wherein the request comprises a natural language request, the operations comprising:

identifying, using a natural language processing engine, features of a contact center agent based on the natural language request; and

selecting, from multiple user queues, the user queue for the user device based on the features.

15. The at least one computer readable medium of claim 11 , wherein calculating the estimated wait time comprises calculating the estimated wait time once every preset time period.

16. The at least one computer readable medium of claim 11 , wherein calculating the estimated wait time comprises calculating the estimated wait time upon connection of a device in the user queue with a contact center agent device.

17. The at least one computer readable medium of claim 11 , the operations comprising:

generating a graphical representation of wait times for user devices in at least one user queue; and

transmitting the graphical representation over a network for display at a destination device.

18. A system comprising:

memory hardware storing instructions; and

processing circuitry configured to execute the instructions to:

receive, at a server and from a user device, a request for a contact center engagement;

add, at the server, the user device to a user queue of devices, the user queue being stored at the server using a queue data structure;

determine, at the server, a number of devices, of the user queue of devices, preceding the user device in the user queue;

determine, at the server, a number of contact center agent devices available for a communication with the user device; and

calculate, at the server, an estimated wait time for the user device based on the number of devices preceding the user device in the user queue, the number of contact center agent devices, and wait times of user devices, distinct from the user device, in the user queue.

19. The system of claim 18 , wherein a combination engine calculates the estimated wait time based on at least one of: the number of devices preceding the user device divided by the number of contact center agent devices or a value computed by a statistical engine based on previous wait times of the user devices, distinct from the user device, in the user queue.

20. The system of claim 18 , wherein a combination engine calculates the estimated wait time based on a median of (i) an average hold time multiplied by a quotient of the number of devices preceding the user device divided by the number of contact center agent devices, as computed every threshold time period, (ii) the average hold time multiplied by the quotient of the number of devices preceding the user device divided by the number of contact center agent devices, as computed at a call termination of one of the devices preceding the user device, and (iii) a value computed by a statistical engine based on previous wait times of the user devices, distinct from the user device, in the user queue.

Assignments (2)

Continuity (3)

References Cited (9)