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US 12,407,779 B2Granted
Distributing queries to agent group devices
AssigneeZoom Communications, Inc.
InventorsYongxiang Dai, Xu Hua Li, Fengkai Zhang
Life of this patent
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AssigneeZoom Communications, Inc.
InventorsYongxiang Dai, Xu Hua Li, Fengkai Zhang
Estimating the term…
The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.
A method, comprising:
A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:
An apparatus, comprising:
Dependencies are inferred from the claim text.