The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 23, 2024
Filed:
Jan. 28, 2022
Zoom Video Communications, Inc., San Jose, CA (US);
Zoom Video Communications, Inc., San Jose, CA (US);
Abstract
A contact center system uses user profiles and agent profiles to determine a routing for a contact center engagement request from a user device to an agent device. Responsive to the contact center engagement request, a user profile associated with the user device is accessed to determine a prioritization score. The prioritization score can be determined in some cases using both information associated with the user profile and input obtained from the user device. Agent profiles are accessed to determine an agent to support the contact center engagement request based on the prioritization score. Each of the agent profiles corresponds to a different contact center agent or agent group. The determined agent may be selected from amongst a plurality of candidates identified based on the profile evaluation. A private session is then established between the user device and a device of the agent.