US Patent Issued to Zoom Communications on Sept. 30 for "Priority score-based connection of user device to agent device" (Washington Inventor)

ALEXANDRIA, Va., Sept. 30 -- United States Patent no. 12,432,302, issued on Sept. 30, was assigned to Zoom Communications Inc. (San Jose, Calif.).

"Priority score-based connection of user device to agent device" was invented by Maikl Adly Abdel-Malek Eskander (Seattle).

According to the abstract* released by the U.S. Patent & Trademark Office: "A contact center server receives indicia of user devices accessing the server. The contact center server determines that a contact center agent device is available for communicating with a user device of the user devices. The contact center server calculates, for at least a subset of the user devices, a priority score based on an elapsed time since the user device initiated a contact center engagem...