Contact center routing based on agent routing scores
US12301759B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 24, 2023 |
| Grant date | May 13, 2025 |
| Priority date | — |
| Expiry date | Apr 24, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/05
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
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 agents based on the respective agent routing scores. The contact center request is routed to an agent device of the agent. A network connection score for an agent can be determined by obtaining from a network monitoring tool available at the agent device network related metrics, which include at least one of a packet loss metric, a jitter metric, a throughput metric, or a latency metric. The network related metrics are combined to obtain a score that in a range of 0 to a maximum network-related score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.