US 12,206,821 B1
Contact center customization in data communications systems
Nick Holland, Campbell, CA (US); Lisa Clark, Campbell, CA (US); Vince Sweeney, Campbell, CA (US); and Bryan R. Martin, Campbell, CA (US)
Assigned to 8x8, Inc., Campbell, CA (US)
Filed by 8x8, Inc., Campbell, CA (US)
Filed on Sep. 19, 2023, as Appl. No. 18/370,209.
Application 18/370,209 is a continuation of application No. 17/984,925, filed on Nov. 10, 2022, granted, now 11,805,206.
Application 17/984,925 is a continuation of application No. 17/391,509, filed on Aug. 2, 2021, granted, now 11,503,159, issued on Nov. 15, 2022.
Application 17/391,509 is a continuation of application No. 16/351,351, filed on Mar. 12, 2019, granted, now 11,089,158, issued on Aug. 10, 2021.
Claims priority of provisional application 62/641,815, filed on Mar. 12, 2018.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01)
CPC H04M 3/5183 (2013.01) [H04M 3/5158 (2013.01); H04M 3/5166 (2013.01); H04M 2201/42 (2013.01); H04M 2203/355 (2013.01); H04M 2203/407 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method to be carried out by computer circuitry which includes a data communications server comprising:
providing data communications services including processing of data communications on behalf of a plurality of remotely-situated client entities;
providing to at least one of the plurality of remotely-situated client entities a user interface to enable customizing of related data communications involving at least one contact center to be operated on behalf of said at least one of the plurality of remotely-situated client entities; and
on behalf of said at least one of the plurality of remotely-situated client entities, monitoring and processing the data communications for the related data communications, and, in response, analyzing statistics characterizing capacity of contact-center agents to handle more data communications concerning the customized related data communications.