US 12,316,808 B1
Contact center agent-routing efficiency score
William Thomas Bernabe, Northborough, MA (US); Benjamin Joseph DeStephen, Hilliard, OH (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. 18/306,154.
Int. Cl. H04M 3/00 (2024.01); G06Q 10/0639 (2023.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5233 (2013.01) [G06Q 10/06395 (2013.01); G06Q 10/06398 (2013.01); H04M 3/5175 (2013.01); H04M 3/5237 (2013.01); H04M 2203/401 (2013.01); H04M 2242/14 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
identifying that contact center requests to a contact center service are received at respective customer datacenters;
routing the contact center requests to respective agent datacenters resulting in respective engagements, each engagement using a respective customer datacenter and a respective agent datacenter, wherein an end user device connects to the contact center service via the respective customer datacenter, and wherein an agent device connects to the contact center service via the respective agent datacenter;
associating respective scores with the respective engagements based on the respective customer datacenters and the respective agent datacenters used by the respective engagements,
wherein the respective customer datacenters are grouped into regions,
wherein the respective customer datacenter is grouped into a first region of the regions and the respective agent datacenter is grouped into a second region of the regions, and
wherein a respective score associated with the each engagement is based on the first region of the respective customer datacenter and the second region of the respective agent datacenter; and
outputting an aggregation of the respective scores.