Private Web Waiting Rooms for Contact Center Video Queues

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Solution Overview

Problem

Existing video call queues result in wasted time and undesirable user experiences as users wait for their meetings to begin, lacking efficient content delivery and interaction during the wait period.

Innovation Solution

Implementing a video call queue system with a ticket system, interaction tool, task router, and video handler to manage agent availability, provide estimated wait times, and display relevant content during the wait, creating a pseudo-interaction experience.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If users wait in traditional video call queues, then agent availability is maintained, but user experience deteriorates due to wasted time and lack of engagement

Engineering Contradiction:

Improveagent availabilityVSAvoiduser wait time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system performs preliminary actions by establishing a private web session and delivering visual content to users before the actual video meeting begins. This includes displaying estimated wait times, providing informational content, and preparing users for the upcoming interaction, thereby making productive use of the waiting period.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

A private web session acts as an intermediary between the user and the agent during the waiting period. This intermediate interface provides engagement activities and information while the user waits for agent availability, bridging the gap between user initiation and agent connection.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Device complexity

If traditional video call queues are used, then system simplicity is maintained, but user engagement deteriorates due to lack of interaction during wait time

Engineering Contradiction:

Improvequeue system complexityVSAvoiduser engagement

Core Design Contradiction:

Device complexityVSEase of operation

Solution Approach 1:

The private web session serves multiple functions simultaneously: it displays estimated wait times, delivers visual content, provides user engagement activities, and prepares for the upcoming video meeting. This multi-functionality addresses various user needs within a single interface without requiring separate systems.

Inventive Principle:

Principle #6Universality (Multi-functionality)

3Loss of time

If visual content is provided during wait time, then user experience is improved, but system complexity increases due to content delivery requirements

Engineering Contradiction:

Improveperceived wait timeVSAvoidcontent delivery system

Core Design Contradiction:

Loss of timeVSDevice complexity

Solution Approach 1:

The system uses visual content copies (videos, images, informational displays) that can be delivered through the private web session without requiring complex content management infrastructure. These visual elements are integrated into the existing web session framework, providing enhanced user experience with minimal additional system complexity.

Inventive Principle:

Principle #26Copying

Data Source

PatentUS20260064771A1Single User Waiting Rooms in Contact Center Interactions

Publication Date: 2026.03.05 ZOOM COMMUNICATIONS INC

AI summary

A ticket system receives a request for an interaction with an agent of a contact center. The request includes an indication of an issue. An interaction tool establishes a private web session based on the agent being unavailable for the interaction. The interaction tool outputs content based on the issue to the private web session. The interaction tool determines whether the issue is resolved. The interaction tool initiates the interaction with an available agent when it determines that the issue is unresolved. The interaction tool terminates the private web session when it determines that the issue is resolved.