US 12,407,618 B1
Service level based routing using visibility thresholds
Sonu Kumar Mishra, Seattle, WA (US); Vamsi Polapragada, Redmond, WA (US); Juliana Saussy, Woodland Hills, CA (US); Preetham Gowda, Sammamish, WA (US); and Jon Russell Jay, Mercer Island, WA (US)
Assigned to Amazon Technologies, Inc., Seattle, WA (US)
Filed by Amazon Technologies, Inc., Seattle, WA (US)
Filed on Jun. 30, 2023, as Appl. No. 18/217,370.
Int. Cl. H04L 47/2425 (2022.01); H04L 41/5022 (2022.01); H04L 45/302 (2022.01)
CPC H04L 47/2425 (2013.01) [H04L 41/5022 (2013.01); H04L 45/302 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method, comprising:
obtaining, by a contact service, a plurality of requests to connect with a contact service agent through the contact service;
allocating, by the contact service, individual requests of the plurality of requests to one of a plurality of queues provided by the contact service;
dynamically modifying, by a routing service, one or more parameters of individual queues of the plurality of queues to which contact service agents are assigned to process the plurality of requests according to routing profiles associated with the contact service agents, wherein the one or more parameters of the individual queues comprise a time-to-service level goal and a visibility threshold for processing individual requests of the plurality of requests, wherein modifying the one or more parameters of the individual queues further comprises, periodically:
grouping at least a first subset of the plurality of queues into a first set of queues based on determining that individual queues of the plurality of queues are exceeding a time-to-service level goal associated with the individual queues;
grouping at least a second subset of the plurality of queues into a second set of queues based on determining that individual queues of the plurality of queues are not meeting the time-to-service level goal associated with the individual queues;
determining, using a controller, one or more of a first amount to increase the visibility threshold of at least one queue of the first set of queues or a second amount to decrease the visibility threshold of at least one queue of the second set of queues, wherein the controller determines one or more of the first amount or the second amount based at least in part on one or more of a proportional factor, an integral factor, or a derivate factor;
performing one or more of increasing the visibility threshold of the at least one queue of the first set of queues by the first amount or decreasing the visibility threshold of the at least one queue of the second set of queues by the second amount to generate one or more adjusted visibility thresholds that meets the time-to-service level goal associated with the individual queues; and
initiating, by the contact service, processing the plurality of requests in the plurality of queues according to the routing profile and based on the at least one adjusted visibility thresholds of the at least one queue.