Time-Weighted Priority Scoring System For Contact Center Routing
AssigneeZoom Communications, Inc.
InventorMaikl Adly Abdel-Malek Eskander
Life of this patent
Estimating the term…
Abstract
A priority score for a user device is periodically calculated based on an elapsed time since the user device initiated a contact center engagement and additional stored data associated with the user device. The periodically calculated priority scores for multiple user devices determine selection of one of the multiple user devices for connection to an agent device. The user device is connected to the agent device based on the priority score for the user device being higher than priority scores for other user devices of the multiple user devices.
Claims20
A method comprising:
- periodically calculating a priority score for a user device based on an elapsed time since the user device initiated a contact center engagement and additional stored data associated with the user device, wherein periodically calculated priority scores for multiple user devices determine selection of one of the multiple user devices for connection to an agent device;
- and
- connecting the user device to the agent device based on the priority score for the user device being higher than priority scores for other user devices of the multiple user devices.
A system, comprising:
- one or more memories;
- and
- one or more processors, the one or more processors configured to execute instructions stored in the one or more memories to:
- periodically calculate a priority score for a user device based on an elapsed time since the user device initiated a contact center engagement and additional stored data associated with the user device, wherein periodically calculated priority scores for multiple user devices determine selection of one of the multiple user devices for connection to an agent device;
- and
- connect the user device to the agent device based on the priority score for the user device being higher than priority scores for other user devices of the multiple user devices.
One or more non-transitory computer-readable storage media comprising instructions that, when executed by one or more processors, perform operations comprising:
- periodically calculating a priority score for a user device based on an elapsed time since the user device initiated a contact center engagement and additional stored data associated with the user device, wherein periodically calculated priority scores for multiple user devices determine selection of one of the multiple user devices for connection to an agent device;
- and
- connecting the user device to the agent device based on the priority score for the user device being higher than priority scores for other user devices of the multiple user devices.
Dependencies are inferred from the claim text.