Zoom Communications, Inc.

Zoom Video Communications, Inc.

Kristin Renae Bosch

Maikl Adly Abdel-Malek Eskander

Benjamin Joseph DeStephen

William Thomas Bernabe

A contact center request received from a user device is determined to be associated with a previous contact center engagement handled by an agent. The contact center request is determined to have been received within a threshold duration of a termination of the previous contact center engagement. The contact center request is identified as a reconnected contact center request in response to determining that the contact center request is received within the threshold duration. The user device is connected to an agent device associated with the agent in response to determining that the reconnected contact center request is received within a wrap-up time associated with the previous contact center engagement.

Disconnected contact center request management

A server determines a number of devices preceding a user device in a user queue of devices for communication with a contact center agent device. The server determines a number of contact center agent devices available for the communication. The server calculates an estimated wait time for the user device based on 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.

Calculating an estimated wait time

A server receives a request for communication with a contact center agent device from a user device. The server determines a number of devices preceding the user device in a user queue of devices for communicating with the contact center agent device. The server determines a number of contact center agent devices available for the communication. The server periodically calculates an estimated wait time for the user device as a mathematical combination based on the number of devices preceding the user device, the number of agent devices, and previous wait times of other user devices requesting communications with the contact center agent device. The server transmits, to the user device, an output associated with the estimated wait time.

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Denver, CO, United States of America

Kristin Renae Bosch