Disconnected contact center request management
US12432301B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 12, 2023 |
| Grant date | Sep 30, 2025 |
| Priority date | — |
| Expiry date | Jan 19, 2044 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A contact center request received from a user device is determined to be associated with a previous contact center engagement handled by an agent. The contact center request is determined to have been received within a threshold duration of a termination of the previous contact center engagement. The contact center request is identified as a reconnected contact center request in response to determining that the contact center request is received within the threshold duration. The user device is connected to an agent device associated with the agent in response to determining that the reconnected contact center request is received within a wrap-up time associated with the previous contact center engagement.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.