Collaborative virtual waiting room with connection modes
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 according to a connection mode that is selected from a set that includes a private connection mode. The private connection mode enables the user to observe communications of at least a subset of waiting users of a contact center queue and hides a presence of the user from 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, the request including a connection mode indicating a private connection mode with respect to a virtual waiting room;
- connecting the user device to the virtual waiting room that includes waiting users according to the private connection mode by steps comprising:
- enabling the user to observe communications of at least a subset of the waiting users in the virtual waiting room;
- and
- hiding a presence of the user from 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.
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, the request including a connection mode indicating a private connection mode with respect to a virtual waiting room;
- connect the user device to the virtual waiting room that includes waiting users according to the private connection mode by steps comprising:
- enable the user to observe communications of at least a subset of the waiting users in the virtual waiting room;
- and
- hide a presence of the user from 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.
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 user, the request including a connection mode indicating a private connection mode with respect to a virtual waiting room;
- connecting the user device to the virtual waiting room that includes waiting users according to a the private connection mode, by operations comprising:
- enabling the user to observe communications of at least a subset of the waiting users in the virtual waiting room;
- and
- hiding a presence of the user from 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.
Dependencies are inferred from the claim text.