US 11,991,314 B1
Calculating an estimated wait time at a contact center
Kristin Renae Bosch, Denver, CO (US); and Maikl Adly Abdel-Malek Eskander, Seattle, WA (US)
Assigned to Zoom Video Communications, Inc., San Jose, CA (US)
Filed by Zoom Video Communications, Inc., San Jose, CA (US)
Filed on Jan. 5, 2023, as Appl. No. 18/150,589.
Claims priority of provisional application 63/426,660, filed on Nov. 18, 2022.
Int. Cl. H04M 3/523 (2006.01); G06F 40/40 (2020.01); H04M 3/51 (2006.01)
CPC H04M 3/5238 (2013.01) [G06F 40/40 (2020.01); H04M 3/5175 (2013.01); H04M 3/5233 (2013.01); H04M 2203/2038 (2013.01); H04M 2203/407 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
receiving, at a server and via a network, a request for communication with a contact center agent device from a user device;
adding, at the server, the user device to a user queue of devices for communicating with the contact center agent device, the user queue being stored at the server using a queue data structure;
determining a number of devices preceding the user device in the user queue;
determining a number of contact center agent devices available for the communication based on network connection data between the server and the contact center agent devices, the network connection data including a connection status of at least one contact center agent device to the server;
periodically calculating an estimated wait time for the user device using a combination engine that takes into account the number of devices preceding the user device, the number of contact center agent devices, and wait times of user devices, distinct from the user device, requesting communications with the contact center agent device; and
transmitting, to the user device, an output associated with the estimated wait time.