Contact Center Routing Using Agent Environment Scores

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Solution Overview

Problem

Conventional contact center routing systems fail to consider various factors that can impact customer experience and resource utilization, such as agent device telemetry, local conditions, and monetary costs, leading to suboptimal routing decisions.

Innovation Solution

A contact center system that incorporates agent device telemetry data, local conditions, and monetary cost data into routing decisions to select optimal agents or agent groups for routing contact center requests, using a weighting matrix and agent routing scores.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If conventional routing systems are used, then routing decisions are made quickly, but customer experience and resource utilization are suboptimal

Engineering Contradiction:

Improvecustomer experience qualityVSAvoidrouting system complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The system performs preliminary actions by collecting and analyzing routing data (device telemetry, local conditions, monetary costs) before making routing decisions. This advance preparation enables optimized routing without adding complexity to the decision-making process itself.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent introduces an intermediary routing optimization system that sits between the contact center and agents. This intermediary analyzes multiple data sources and provides optimized routing recommendations, preventing direct suboptimal routing while maintaining system simplicity.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Productivity

If comprehensive data analysis is performed, then routing optimization is achieved, but processing time and computational resources increase

Engineering Contradiction:

Improveresource utilization efficiencyVSAvoidrouting decision time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system extracts only the most relevant routing factors from available data (device telemetry, local conditions, monetary costs) rather than analyzing all possible data. This selective extraction maintains comprehensive analysis benefits while reducing processing time and computational overhead.

Inventive Principle:

Principle #2Taking out (Extraction)

3Measurement precision

If agent device telemetry and local conditions are considered, then routing accuracy improves, but data collection complexity increases

Engineering Contradiction:

Improverouting decision accuracyVSAvoiddata collection system complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The patent implements a universal data collection framework that gathers multiple types of routing data (device telemetry, local conditions, monetary costs) through a single integrated system. This multi-functional approach improves routing accuracy while avoiding the complexity of separate collection systems for each data type.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS12483655B1Avoiding routing of contact center requests to poor environments

Publication Date: 2025.11.25 ZOOM COMMUNICATIONS INC

AI summary

A contact center request is received from a user device. Respective sets of characteristics associated with respective agent devices are determined. The contact center request is routed to an agent device of the respective agent devices based on the respective sets of characteristics. In an example, respective environment scores for the respective agent devices are obtained based on the respective sets of characteristics. The respective agent devices can be ranked based on the respective environment scores.