US Patent Issued to Zoom Communications on Sept. 23 for "Request routing based on contact center engagement history" (California Inventors)

ALEXANDRIA, Va., Sept. 23 -- United States Patent no. 12,425,518, issued on Sept. 23, was assigned to Zoom Communications Inc. (San Jose, Calif.).

"Request routing based on contact center engagement history" was invented by Jin Li (Los Gatos, Calif.) and Xu Hua Li (San Jose, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A contact center system uses user profiles and agent profiles to determine a routing for a contact center engagement request from a user device to an agent device. Responsive to the contact center engagement request, a user profile associated with the user device is accessed to determine a prioritization score. The prioritization score can be determined in some cases using both inform...