US Patent Issued to Zoom Communications on May 27 for "Contact center agent-routing efficiency score" (California, Massachusetts, Ohio Inventors)

ALEXANDRIA, Va., June 17 -- United States Patent no. 12,316,808, issued on May 27, was assigned to Zoom Communications Inc. (San Jose, Calif.).

"Contact center agent-routing efficiency score" was invented by William Thomas Bernabe (Northborough, Mass.), Benjamin Joseph DeStephen (Hilliard, Ohio) and Michael Ian Stromar (Rocklin, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "Contact center requests are received at respective customer datacenters. The contact center requests are routed to respective agent datacenters resulting in respective engagements. Each engagement uses a respective customer datacenter and a respective agent datacenter. Respective scores are associated with the respective engagemen...