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:
May. 13, 2025
Filed:
Apr. 24, 2023
Zoom Communications, Inc., San Jose, CA (US);
William Thomas Bernabe, Northborough, MA (US);
Benjamin Joseph DeStephen, Hilliard, OH (US);
Kausar Maqbool Hassan, Cary, NC (US);
Michael Ian Stromar, Rocklin, CA (US);
Zoom Communications, Inc., San Jose, CA (US);
Abstract
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.