Split-Screen Hold Interface for Video Conference Queue Management
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Solution Overview
Problem
During video conferencing, users are often placed on hold due to limited customer service representative capacity, and existing technologies do not effectively utilize this wait time to keep users engaged or informed, missing opportunities for productivity and relevant information provision.
Innovation Solution
A split-screen presentation is provided on user devices during the hold period, featuring a visual queue of waiting users, alongside widgets for research, game applications, video presentations, service configuration options, and suggestions for alternative customer service associates, allowing users to remain productive and informed.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users are placed on hold during video conferencing due to limited customer service representative capacity, then customer service representatives can manage their workload, but users experience idle time without engagement or information
Solution Approach 1:
The system allows users to independently access and interact with queue information, research widgets, game applications, and service configuration options during the hold period. Users can self-serve by viewing their position in line, conducting preliminary research on topics, playing games to pass time, and configuring service preferences without requiring continuous customer service representative attention.
Solution Approach 2:
The system provides research widgets that allow users to conduct preliminary research on topics that will be discussed during the video conference. Users can also pre-configure service options and familiarize themselves with the platform before actually speaking with a representative, making the subsequent interaction more efficient.
2Ease of operation
If the hold period is extended to provide more engagement options, then user experience improves, but the waiting time increases
Solution Approach 1:
The hold period interface is segmented into multiple independent functional areas: queue position display, research widgets, game applications, and service configuration options. Each segment can be accessed independently, allowing users to choose activities based on their preferences and the actual wait time, thereby improving experience without necessarily extending the hold period.
Solution Approach 2:
The hold period interface serves multiple functions simultaneously: it informs users of their queue position, provides entertainment through games, enables preliminary research on conference topics, and allows service configuration. This multi-functionality maximizes the utility of the hold period regardless of its duration.
3Loss of information
If split-screen presentation with multiple widgets is provided during hold period, then user engagement and information provision improve, but system complexity increases
Solution Approach 1:
The interface is divided into distinct segmented widgets, each with a specific function (queue information, research, games, configuration). This segmentation allows users to easily navigate to only the information or features they need, reducing perceived complexity while providing comprehensive information.
Solution Approach 2:
Different portions of the screen provide different types of information and functionality tailored to specific user needs. The queue position widget provides status information, research widgets provide topic-specific content, games provide entertainment, and configuration options provide customization. Each local area has optimized quality for its specific purpose.
Data Source
AI summary
Embodiments of the invention are directed to systems, methods and computer program products for split-screen functionality to be provided to a user device during a hold period prior to a customer-service video conference. Specifically, according to defined embodiments, the present invention provides for a first portion of split-screen includes a visual depiction of a queue of users currently awaiting a video conference with the customer-service associate. The queue allows for the user/customer to gauge how long the hold period will last. In addition to the visual depiction of the hold queue, the split screen may provide for other portions of the screen to include other information and/or functionality such as, such as information related or unrelated to the impending video conference.