US 12,483,655 B1
Avoiding routing of contact center requests to poor environments
William Thomas Bernabe, Northborough, MA (US); Benjamin Joseph DeStephen, Hillard, 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. 18/306,156.
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 10/06398 (2013.01); H04M 3/5175 (2013.01); H04M 2242/14 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving, from a user device, a contact center request;
determining respective sets of characteristics associated with respective agent devices, wherein the characteristics associated with an agent device relate to the agent device itself, to a condition of a physical environment where the agent device is located, and to real-time weather information at a locale of the agent device; and
routing the contact center request to an agent device of the respective agent devices based on a ranking of the respective sets of characteristics, wherein the ranking deprioritizes agent devices located at locales for which the real-time weather information indicate a slow or fast moving emergency.