Collaborative virtual waiting room
AssigneeZoom Video Communications, Inc.
InventorsVi Dinh Chau, Jin Li, Xu Hua Li
Life of this patent
Estimating the term…
Abstract
A request for a contact center agent interaction is received from a user device associated with a user. The user device is connected to a virtual waiting room that includes waiting users of a contact center queue. The virtual waiting room enables the user to virtually interact with at least a subset of the waiting users. Responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, the user is removed from the virtual waiting room.
Claims20
A method, comprising:
- receiving a request for a contact center agent interaction from a user device associated with a user;
- connecting the user device to a virtual waiting room that includes waiting users of a contact center queue, wherein the virtual waiting room enables the user to virtually interact with at least a subset of the waiting users;
- and
- responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, removing the user from the virtual waiting room, wherein removing the user from the virtual waiting room comprises:
- receiving a request from the user device to keep the user device connected to the virtual waiting room for a period of time;
- and
- in response to receiving a request from the user device after the period of time to activate the private session, removing the user from the virtual waiting room.
A device, comprising:
- a memory;
- and
- a processor, the processor configured to execute instructions stored in the memory to:
- receive a request for a contact center agent interaction from a user device associated with a user;
- connect the user device to a virtual waiting room that includes waiting users of a contact center queue, wherein the virtual waiting room enables the user to virtually interact with at least a subset of the waiting users;
- and
- responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, remove the user from the virtual waiting room, wherein the instructions to remove the user from the virtual waiting room comprise to:
- receive a request from the user device to keep the user device connected to the virtual waiting room for a period of time;
- and
- in response to receiving a request from the user device after the period of time to activate the private session, remove the user from the virtual waiting room.
A non-transitory computer readable medium that stores instructions operable to cause one or more processors to perform operations including:
- receiving a request for a contact center agent interaction from a user device associated with a user;
- connecting the user device to a virtual waiting room that includes waiting users of a contact center queue, wherein the virtual waiting room enables the user to virtually interact with at least a subset of the waiting users;
- and
- responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, removing the user from the virtual waiting room, wherein removing the user from the virtual waiting room comprises:
- receiving a request from the user device to keep the user device connected to the virtual waiting room for a period of time;
- and
- in response to receiving a request from the user device after the period of time to activate the private session, removing the user from the virtual waiting room.
Dependencies are inferred from the claim text.