US 12,309,322 B1
Contact center routing based on agent cost
William Thomas Bernabe, Northborough, MA (US); Benjamin Joseph DeStephen, Hilliard, OH (US); Kausar Maqbool Hassan, Cary, NC (US); and Michael Ian Stromar, Rocklin, CA (US)
Assigned to Zoom Communications, Inc., San Jose, CA (US)
Filed by Zoom Communications, Inc., San Jose, CA (US)
Filed on Apr. 24, 2023, as Appl. No. 18/306,158.
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5232 (2013.01) [H04M 3/5191 (2013.01); H04M 3/5231 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method implemented by a contact center service, comprising:
receiving, from a user device, a contact center request;
obtaining, for available agents:
respective cost scores based on monetary costs associated with the available agents handling the contact center request, and
respective environmental scores based on physical environment characteristics of agent devices of the available agents;
receiving a configuration indicating respective weights for the respective cost scores and the respective environmental scores;
determining respective routing scores for the available agents as weighted sums using the respective weights, the respective cost scores, and the respective environmental scores; and
routing the contact center request to an agent device of an agent of the available agents based on the respective routing scores.