The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Sep. 02, 2025
Filed:
Jun. 30, 2023
Amazon Technologies, Inc., Seattle, WA (US);
Sonu Kumar Mishra, Seattle, WA (US);
Vamsi Polapragada, Redmond, WA (US);
Juliana Saussy, Woodland Hills, CA (US);
Preetham Gowda, Sammamish, WA (US);
Jon Russell Jay, Mercer Island, WA (US);
Amazon Technologies, Inc., Seattle, WA (US);
Abstract
Systems and methods are described relating to distributing agents to different queues provided by a call or contact center. A contact service may define a number of different queues for processing different customer requests, such as may be routed to different agents, with each queue associated with a priority value (higher priority get assigned agents first) and a visibility threshold (how long a request will sit before it is picked up by an agent). The described techniques add a time-to-service level (SL) goal, per queue to determine when queues are over and underperforming. In the case queues are overperforming, various techniques, including control systems approaches may be used to determine adjustments to the visibility threshold (e.g., at least one of increasing the thresholds for overperforming queues and decreasing the thresholds for underperforming queues) to increase performance in meeting the customer SL goals.