- 专利标题： Method and apparatus for determining an on-hold queue position of a call
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申请号： US18045682申请日： 2022-10-11
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公开(公告)号： US11962717B1公开(公告)日： 2024-04-16
- 发明人: Gregory David Hansen , Megan Sarah Jennings , Emily Margaret Gray , Gregory B Yarbrough , Charles Balasingh , Janelle Denice Dziuk , Samip Dilip Mehra , David Patrick Dixon
- 申请人： United Services Automobile Association (USAA)
- 申请人地址： US TX San Antonio
- 专利权人： United Services Automobile Association (USAA
- 当前专利权人： United Services Automobile Association (USAA
- 当前专利权人地址： US TX San Antonio
- 代理机构： Potomac Law Group, PLLC
- 代理商 Dannon G. Allbee
- 主分类号： H04M3/428
- IPC分类号： H04M3/428 ; H04M3/51 ; H04Q9/00
摘要：
Technology for determining a queue position of a call from a user can include receiving, at an enterprise, the call from a user device associated with the user. The user device includes an application associated with the enterprise. The call is placed into an on-hold queue. A weighted level of importance associated with the call is determined based on call history information associated with the user device and call frequency associated with the user. The weighted level of importance is compared to at least one weight threshold. A wait time for the call is decreased based on the weighted level of importance meeting or exceeding the at least one weight threshold.
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