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:
Oct. 21, 2025
Filed:
Jan. 30, 2023
Zoom Communications, Inc., San Jose, CA (US);
Maikl Adly Abdel-Malek Eskander, Seattle, WA (US);
Zoom Communications, Inc., San Jose, CA (US);
Abstract
A server receives a query for connecting a user device to an agent device at a contact center server. The server determines, based on the query, a set of features of an agent associated with the agent device. The server determines that the agent having the set of features is available. The server calculates a priority score for the user device based on an elapsed time since the user device initiated a contact center engagement and additional stored data associated with the user device. The server connects the user device to the agent device based on the agent being available and based on the priority score for the user device exceeding a priority score for at least one other user device.