US 12,355,920 B2
Calculating an estimated wait time
Kristin Renae Bosch, Denver, CO (US); and Maikl Adly Abdel-Malek Eskander, Seattle, WA (US)
Assigned to Zoom Communications, Inc., San Jose, CA (US)
Filed by Zoom Communications, Inc., San Jose, CA (US)
Filed on Apr. 22, 2024, as Appl. No. 18/642,223.
Application 18/642,223 is a continuation of application No. 18/150,589, filed on Jan. 5, 2023, granted, now 11,991,314.
Claims priority of provisional application 63/426,660, filed on Nov. 18, 2022.
Prior Publication US 2024/0275884 A1, Aug. 15, 2024
This patent is subject to a terminal disclaimer.
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 from a user device, a request for a contact center engagement;
adding, at the server, the user device to a user queue of devices, the user queue being stored at the server using a queue data structure;
determining, at the server, a number of devices, of the user queue of devices, preceding the user device in the user queue;
determining, at the server, a number of contact center agent devices available for a communication with the user device; and
calculating, at the server, an estimated wait time for the user device based on the number of devices preceding the user device in the user queue, the number of contact center agent devices, and wait times of user devices, distinct from the user device, in the user queue.