US Patent Issued to Zoom Communications on May 20 for "Dynamic routing of contact center requests" (California, Massachusetts, Ohio, North Carolina Inventors)

ALEXANDRIA, Va., June 16 -- United States Patent no. 12,309,323, issued on May 20, was assigned to Zoom Communications Inc. (San Jose, Calif.).

"Dynamic routing of contact center requests" was invented by William Thomas Bernabe (Northborough, Mass.), Benjamin Joseph DeStephen (Hilliard, Ohio), Kausar Maqbool Hassan (Cary, N.C.) and Michael Ian Stomar (Rocklin, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A contact center request is received at a customer datacenter. Respective factors for available agents including agent-specific factors, environmental factors, and agent-cost factors are determined. Respective weights for the respective factors are obtained. At least one agent of the available agent...