Zoom Communications, Inc.

Kausar Maqbool Hassan

William Thomas Bernabe

Benjamin Joseph DeStephen

Michael Ian Stromar

Michael Ian Stomar

Benjamin Joseph Destephen

A contact center request is received from a user device. Respective sets of characteristics associated with respective agent devices are determined. The contact center request is routed to an agent device of the respective agent devices based on the respective sets of characteristics. In an example, respective environment scores for the respective agent devices are obtained based on the respective sets of characteristics. The respective agent devices can be ranked based on the respective environment scores.

Avoiding routing of contact center requests to poor environments

A contact center request is received. Respective indications of agent costs are obtained for available agents. The contact center request is routed to an agent device of an agent of the available agents based on the respective indications of the agent costs. The respective indications of the agent costs can be obtained by calling a configured callback function that receives at least an indication of an agent of the available agents and outputs the respective indication of the agent cost for the agent.

Contact center routing based on agent cost

A contact center request is received at a customer datacenter. Respective factors for available agents including agent-specific factors, environmental factors, and agent-cost factors are determined. Respective weights for the respective factors are obtained. At least one agent of the available agents is selected based on the respective weights. The contact center request is then routed to the at least one agent. The weights can be obtained via a user interface or can be obtained from a machine-learning model that is trained to output the weights.

Dynamic routing of contact center requests

A contact center request is received from a user device. Respective agent routing scores for the available agents are determined based on respective environmental scores and respective network connection scores associated with available agents. An agent is selected from the available agents based on the respective agent routing scores. The contact center request is routed to an agent device of the agent. A network connection score for an agent can be determined by obtaining from a network monitoring tool available at the agent device network related metrics, which include at least one of a packet loss metric, a jitter metric, a throughput metric, or a latency metric. The network related metrics are combined to obtain a score that in a range of 0 to a maximum network-related score.

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Cary, NC, United States of America

Kausar Maqbool Hassan