US Patent Issued to Genesys Cloud Services on Nov. 25 for "Systems and methods relating to managing customer wait times in contact centers" (California Inventor)

ALEXANDRIA, Va., Nov. 25 -- United States Patent no. 12,482,003, issued on Nov. 25, was assigned to Genesys Cloud Services Inc. (Daly City, Calif.).

"Systems and methods relating to managing customer wait times in contact centers" was invented by Andrea Friio (Daly City, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A method for managing a queue in a contact center that includes: receiving a previous call from a first customer and determining a unique identifier; tracking a previous queue time; detecting the previous call ending without being connected to an agent; determining the previous wait time accrued; saving in a database a previous call record that includes the previous queue time and the uni...