Queue management of collaborative virtual waiting rooms
AssigneeZoom Video Communications, Inc.
InventorsVi Dinh Chau, Jin Li, Xu Hua Li
Life of this patent
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Abstract
A request for a contact center agent interaction is received from a user device associated with a first user. The user device is connected to a virtual waiting room that includes waiting users of a contact center queue. The waiting users include a second user. from the second user A favorable indication of the first user is received from the second user. A position of the first user in the contact center queue is modified based on the favorable indication. Responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, the first 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 first user;
- connecting the user device to a virtual waiting room that includes waiting users of a contact center queue, wherein the waiting users include a second user;
- receiving from the second user a favorable indication of the first user;
- modifying a position of the first user in the contact center queue based on the favorable indication;
- 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 first 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 first user;
- connect the user device to a virtual waiting room that includes waiting users of a contact center queue, wherein the waiting users include a second user;
- receive from the second user a favorable indication of the first user;
- modify a position of the first user in the contact center queue based on the favorable indication;
- 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 first 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 comprising:
- receiving a request for a contact center agent interaction from a user device associated with a first user;
- connecting the user device to a virtual waiting room that includes waiting users of a contact center queue, wherein the waiting users include a second user;
- receiving from the second user a favorable indication of the first user;
- modifying a position of the first user in the contact center queue based on the favorable indication;
- 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 first user from the virtual waiting room.
Dependencies are inferred from the claim text.