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. 20, 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 Stomar, Rocklin, CA (US);
Zoom Communications, Inc., San Jose, CA (US);
Abstract
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.