US Patent Issued to Zoom Communications on May 13 for "Contact center routing based on agent routing scores" (California, Massachusetts, Ohio, North Carolina Inventors)

ALEXANDRIA, Va., June 12 -- United States Patent no. 12,301,759, issued on May 13, was assigned to Zoom Communications Inc. (San Jose, Calif.).

"Contact center routing based on agent routing scores" was invented by William Thomas Bernabe (Northborough, Mass.), Benjamin Joseph DeStephen (Hilliard, Ohio), Kausar Maqbool Hassan (Cary, N.C.) and Michael Ian Stromar (Rocklin, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A contact center request is received from a user device. Respective agent routing scores for the available agents are determined based on respective environmental scores and respective network connection scores associated with available agents. An agent is selected from the available agen...