Zoom video communications, inc. (20240333838). Distributing Queries To Agent Group Devices simplified abstract
Contents
Distributing Queries To Agent Group Devices
Organization Name
zoom video communications, inc.
Inventor(s)
Distributing Queries To Agent Group Devices - A simplified explanation of the abstract
This abstract first appeared for US patent application 20240333838 titled 'Distributing Queries To Agent Group Devices
Simplified Explanation:
The patent application describes a system where incoming queries to a customer interaction center agent group are distributed among agents to reduce queue wait times. The number of queries processed by agent devices is based on the available agents, and excess queries are distributed to other agents.
- Agents in a customer interaction center are assigned a threshold number of queries based on the number of available agents.
- Excess queries beyond the threshold are distributed to other agents to balance the workload.
- The system aims to improve queue wait times by efficiently distributing queries among agents.
Key Features and Innovation:
- Dynamic distribution of queries based on the number of available agents.
- Threshold system to prevent overload on individual agent devices.
- Real-time adjustment of query distribution to optimize agent workload.
Potential Applications:
This technology can be applied in various customer service industries such as call centers, help desks, and support centers.
Problems Solved:
- Reducing queue wait times for customers.
- Balancing workload among agents in a customer interaction center.
- Preventing overload on individual agent devices.
Benefits:
- Improved customer satisfaction due to reduced wait times.
- Increased efficiency in query processing.
- Enhanced agent productivity and satisfaction.
Commercial Applications:
Potential commercial applications include call center software, customer service management systems, and CRM platforms.
Questions about the Technology:
1. How does the system determine the threshold number of queries for each agent? 2. What happens if an agent is unavailable to take on additional queries?
2. Another relevant generic question, with a detailed answer:
How does the system ensure fair distribution of queries among agents in the group?
By analyzing the number of available agents and the current workload, the system dynamically assigns queries to agents to ensure a balanced workload distribution.
Original Abstract Submitted
the distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. a threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. in response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. the threshold number of queries may be based on half of the number of agents that are available at the given time.
