US Patent 11172163 Video call queues

A video call queue method includes receiving a request for an interaction. The method includes determining an agent category. The agent category is determined based on the request. The method includes determining whether an agent is available. Determining whether the agent is available is based on the agent category. If the agent is not available, the method includes establishing a private web session. The method includes determining an estimated wait time. The method includes displaying content to the web session based on the estimated wait time. If the agent is available, the method includes initiating the interaction.