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:
Mar. 17, 2026
Filed:
Sep. 25, 2023
Cisco Technology, Inc., San Jose, CA (US);
Saurabh Vinayak Sakalkar, Hayward, CA (US);
Aseem B. Asthana, Morgan Hill, CA (US);
Sachin Gaikwad, San Ramon, CA (US);
Arunabh Bhattacharjee, Etobicoke, CA;
CISCO TECHNOLOGY, INC., San Jose, CA (US);
Abstract
In an example embodiment, a method includes determining an attitudinal negativity score associated with a contact center agent, among a plurality of contact center agents, based on an interaction between the contact center agent and a user during a communication session, receiving data associated with an incoming user communication, determining a user ease score associated with the incoming user communication based on the data, and blocking routing of the incoming user communication to the contact center agent based on the attitudinal negativity score being above a first threshold score and the user ease score being below a second threshold score.