# US 11,310,364 B2 · Upfront customer time consideration along with optimized agent desktop in a contact center > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,310,364 B2 - Document ID: US11310364B2 - Status: Granted - Kind: B2 - Application number: 17/207,781 - Filed: 2021-03-22 - Published: 2021-11-18 - Granted: 2022-04-19 - Earliest claimed: 2020-05-14 - Assignees: Nice Ltd. - Applicants: Nice Ltd - Inventors: Salil Dhawan; Rahul Vyas - Web page: https://patentgrep.com/patent/US11310364B2 ## CPC - H04L 65/80: Responding to QoS - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - H04L 65/1059: End-user terminal functionalities specially adapted for real-time communication - H04L 65/1069: Session establishment or de-establishment - H04L 65/1104: Session initiation protocol [SIP] - H04L 65/4015: {where at least one of the additional parallel sessions is real time or time sensitive, e.g. white board sharing, collaboration or spawning of a subconference} - H04L 65/65: Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP] - H04M 3/5133: {Operator terminal details} - H04M 3/5238: {with waiting time or load prediction arrangements} - H04M 2201/14: Delay circuits; Timers - H04M 2201/18: Comparators - H04M 2203/551: Call history - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query. ## Claims ### Claim 1 A computerized-method using a cloud-based computing environment for improving client service, in a contact center, the computerized-method comprising: in a computerized system comprising a processor, a database of historical data; and a memory to store the database, upon an inbound call to the contact center, said processor is configured to operate an Interaction Manager (IM) microservice to receive a Computer Telephony Integration (CTI) event and send it to an Agent Desktop Optimizer (ADO) module, said ADO module is configured to: retrieving a context of a query and a time-limit of a client from the CTI event; attempting to retrieve data from the database of historical data to evaluate average resolution time for the received context; when the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending the client a delay notice and providing the client a menu of options for querying through other channels, when the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, via a display unit, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call. ### Claim 2 (depends on 1) The computerized-method of claim 1, wherein the delay notice includes the average resolution time required for the context of the query. ### Claim 3 (depends on 1) The computerized-method of claim 1, wherein the average resolution time is evaluated by retrieving the total amount of time for a total number of interactions related to the received context during a preconfigured period of time and dividing the retrieved total amount of time by the total number of interactions. ### Claim 4 (depends on 1) The computerized-method of claim 1, wherein upon a selection of the client to consider time-queue, the ADO module is further configured to update the received time-limit by reducing an evaluated average waiting time for the received query from said received time-limit before attempting data retrieval from the database of historical data. ### Claim 5 (depends on 4) The computerized-method of claim 4, wherein the ADO module is further configured to send the evaluated average waiting time to the client. ### Claim 6 (depends on 1) The computerized-method of claim 1, wherein the menu of options includes at least one of: a callback, leaving voice message on IVR, an email, a chat, a Short Message Service (SMS) or any other communication channel. ### Claim 7 (depends on 1) The computerized-method of claim 1, wherein the evaluated average waiting time is calculated according to the number of interactions in a queue of related context multiplied by an evaluated average resolution time. ### Claim 8 (depends on 1) The computerized-method of claim 1, wherein the time-limit is received via a contact center application that is operating on a mobile device of the client, wherein the contact center application inserts the time-limit into a header of a Session Initiation Protocol (SIP) INVITE message and the ADO module is retrieving the time-limit from the SIP INVITE message. ### Claim 9 (depends on 1) The computerized-method of claim 1, wherein the agent dashboard is operated by a web User Interface (UI). ### Claim 10 A computerized-system using a cloud-based computing environment for improving client service, in a contact center, the computerized-system comprising: a processor; a database of historical data; and a memory configured to store said database of historical data; upon an inbound call to the contact center, said processor is configured to operate an Interaction Manager (IM) microservice to receive a Computer Telephony Integration (CTI) event and send it to an Agent Desktop Optimizer (ADO) module, said ADO module is configured to: retrieve a context of a query and a time-limit of a client from the CTI event; attempt to retrieve data from the database of historical data to evaluate average resolution time for the received context; when the data is found, compare the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, send the client a delay notice and provide the client a menu of options for querying through other channels, when the data is not found, or when the received time-limit is above the evaluated average resolution time, present on an agent dashboard, via a display unit, the time-limit of the client and accordingly update parameters in the agent dashboard during the inbound call. ### Claim 11 (depends on 10) The computerized-system of claim 10, wherein the delay notice includes the average resolution time required for the context of the query. ### Claim 12 (depends on 10) The computerized-system of claim 10, wherein the computerized-system is further configured to evaluate the average resolution time by retrieving the total amount of time for a total number of interactions related to the received context during a preconfigured period of time and dividing the retrieved total amount of time by the total number of interactions. ### Claim 13 (depends on 10) The computerized-system of claim 10, wherein upon a selection of the client to consider time-queue, the ADO module is further configured to update the received time-limit by reducing an evaluated average waiting time for the received query from said received time-limit before data retrieval data from the database of historical data. ### Claim 14 (depends on 10) The computerized-system of claim 10, wherein the ADO module is further configured to send the evaluated average waiting time to the client. ### Claim 15 (depends on 10) The computerized-system of claim 10, wherein the menu of options includes at least one of: a callback, leaving voice message on IVR, an email, a chat, a Short Message Service (SMS) and any other communication channel. ### Claim 16 (depends on 10) The computerized-system of claim 10, wherein the evaluate average waiting time is calculated according to the number of interactions in a queue of related context multiplied by the evaluated average resolution time. ### Claim 17 (depends on 10) The computerized-system of claim 10, wherein the time-limit is received via a contact center application that is operating on a mobile device of the client, wherein the contact center application inserts the time-limit into a header of a Session Initiation Protocol (SIP) INVITE message and the ADO module is retrieving the time-limit from the SIP INVITE message. ### Claim 18 (depends on 10) The computerized-system of claim 10, wherein the agent dashboard is operated by a web User Interface (UI).