Virtual Waiting Room Queue Position Modification
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Solution Overview
Problem
Conventional contact center software limits user interaction, leading to increased computational resources, degraded performance, and a frustrating user experience due to users waiting alone, which can result in longer queues and wait times.
Innovation Solution
Implementing a collaborative virtual waiting room (VWR) that allows users to interact with each other while waiting for agent availability, using modalities like audio-visual, audio, or text-based communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional contact center software is used with limited user interaction, then system complexity is reduced, but user experience deteriorates and wait times increase
Solution Approach 1:
The system segments users into different queue positions and creates virtual waiting rooms that allow users to interact only with others in their segment, reducing overall system complexity while improving user experience through controlled social interaction
Solution Approach 2:
The contact center system acts as an intermediary that manages user interactions through virtual waiting rooms, enabling user communication while maintaining system control and managing complexity through structured interaction protocols
2Ease of operation
If users are allowed to interact in virtual waiting rooms, then user experience improves, but computational resources increase
Solution Approach 1:
By segmenting users into virtual waiting rooms based on queue position, the system limits the number of users each user can interact with, reducing overall computational requirements while still providing beneficial user interaction
Solution Approach 2:
The system applies different interaction qualities to different user groups - users in the same virtual waiting room can interact freely, while interactions between different groups are restricted, optimizing resource usage by enabling communication only where most beneficial
3Loss of time
If users wait alone in conventional queues, then resource usage is minimized, but wait times increase and user experience deteriorates
Solution Approach 1:
The system merges multiple individual queues into virtual waiting rooms where users can interact, combining the benefits of queue management with social interaction to reduce perceived wait time while maintaining organized queue structure
Solution Approach 2:
The virtual waiting room configuration is dynamic - users are automatically placed in appropriate rooms based on their queue position, and the system adapts to changing queue conditions, reducing manual management complexity while improving user experience
Data Source
AI summary
A virtual waiting room is established for users awaiting contact center agent interactions. A favorable indication of a second user of the users is received in the virtual waiting room from at least one first user of the users. The position of the second user in a contact center queue is modified based on the favorable indication. The position of the second user in the contact center queue may be modified based on a total number of the favorable indications of the second user. The favorable indication may be received based on a communication between the first user and the second user in a chat session that includes at least a subset of the users.