Zoom Communications, Inc.

William Thomas Bernabe

Benjamin Joseph DeStephen

Kausar Maqbool Hassan

Michael Ian Stromar

Kristin Renae Bosch

Michael Ian Stomar

George John Thomas

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 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.

Disconnected contact center request management

A communication session is initiated via a server device between a customer device and an agent device. A Dual Tone Multi-Frequency (DTMF) key sequence is indicative of a rerouting request of an audio stream of the communication session is received from the agent device. In response to receiving the first DTMF key sequence, the server device transmits the rerouting request to a third-party device. The rerouting request indicates that the third-party device is to receive the audio stream from the customer device without the audio stream passing via the server device and that the third-party device is to process a transaction with a user of the customer device. An indication is then received from the third-party device that the transaction is completed. In response to receiving the indication, the audio stream is transmitted to the agent device via the server device without passing through the third-party device.

Call flow modification based on un-anchored agent input

Contact center requests are received at respective customer datacenters. The contact center requests are routed to respective agent datacenters resulting in respective engagements. Each engagement uses a respective customer datacenter and a respective agent datacenter. Respective scores are associated with the respective engagements based on the respective customer datacenters and the respective agent datacenters used by the respective engagements. An aggregation of the respective scores is output.

Contact center agent-routing efficiency score

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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Northborough, MA, United States of America

William Thomas Bernabe