US 12,309,323 B1
Dynamic routing of contact center requests
William Thomas Bernabe, Northborough, MA (US); Benjamin Joseph DeStephen, Hilliard, OH (US); Kausar Maqbool Hassan, Cary, NC (US); and Michael Ian Stomar, 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. 18/306,161.
Int. Cl. H04M 3/00 (2024.01); H04M 3/523 (2006.01)
CPC H04M 3/5233 (2013.01) 17 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving, at a customer datacenter, a contact center request;
determining respective factors for available agents including agent-specific factors, environmental factors, and agent-cost factors;
obtaining, via a user interface, a configuration indicating:
respective first weights for the agent-specific factors,
respective second weights for the environmental factors; and
respective third weights for the agent-cost factors;
calculating respective agent routing scores for the available agents as respective weighted sums based on the respective first weights of the agent-specific factors, the respective second weights for the environmental factors, the respective third weights for the agent-cost factors, and the respective factors;
grouping the available agents into tiers based on the respective agent routing scores;
selecting, based on the tiers, at least one agent of the available agents; and
routing the contact center request to the at least one agent.