Contact Center Priority Scoring for Time-Based Agent Routing

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Solution Overview

Problem

Existing contact center systems often fail to efficiently connect user devices with suitable agent devices, leading to long wait times for premium users and mismatched agent assignments, particularly when demand exceeds supply.

Innovation Solution

Implement a contact center server that determines user device features and priority scores based on elapsed time and account loyalty levels, selecting user devices for connection with available agents using a priority scoring system.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If a first-in-first-out queue system is used to connect user devices to agent devices, then the system operation is simple, but premium users experience long wait times and user satisfaction deteriorates

Engineering Contradiction:

Improvesystem operation simplicityVSAvoidwait time for premium users

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The patent changes the routing parameter from simple FIFO queue position to a dynamic priority score that incorporates multiple factors including user value, wait time, and service level agreements. This allows the system to differentiate between users and adjust routing decisions based on changing parameters rather than a static queue position.

Inventive Principle:

Principle #35Parameter changes

Solution Approach 2:

The routing system transitions from a static FIFO approach to a dynamic priority-based system where user priorities can change over time. The priority score is continuously updated based on elapsed wait time and user characteristics, allowing the system to adapt to changing conditions and user needs in real-time.

Inventive Principle:

Principle #15Dynamics

2Device complexity

If agent assignments are made without considering user priority and wait time, then the routing process is simple, but agent allocation efficiency and user satisfaction deteriorate

Engineering Contradiction:

Improverouting process complexityVSAvoidagent allocation efficiency

Core Design Contradiction:

Device complexityVSProductivity

Solution Approach 1:

The system implements feedback loops where routing decisions are continuously refined based on measured outcomes. Priority scores are calculated using feedback from user profiles, historical data, and real-time system state, allowing the routing mechanism to learn and improve agent allocation efficiency over time while managing complexity through structured feedback processing.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system performs preliminary calculations of priority scores and predicted wait times before making routing decisions. By pre-computing these metrics and having agents indicate their current workload and availability in advance, the system can make more efficient routing decisions without adding significant complexity to the real-time routing process.

Inventive Principle:

Principle #10Preliminary action

3Device complexity

If the system serves users in queue order without prioritization, then the routing logic is simple, but high-value users experience poor service quality and business value is lost

Engineering Contradiction:

Improverouting logic complexityVSAvoidservice quality for high-value users

Core Design Contradiction:

Device complexityVSReliability

Solution Approach 1:

The patent applies different service quality levels to different user segments based on their priority scores. High-value users receive preferential routing to available agents with shorter predicted wait times, while standard users follow the traditional queue order. This local differentiation of service quality allows the system to maintain simple overall logic while providing enhanced reliability for specific user groups.

Inventive Principle:

Principle #3Local quality

4Device complexity

If the system does not predict future wait times, then the calculation process is simple, but users cannot make informed decisions about callback timing and system optimization is reduced

Engineering Contradiction:

Improvecalculation process complexityVSAvoidinformation for user decision-making

Core Design Contradiction:

Device complexityVSLoss of information

Solution Approach 1:

The system performs preliminary calculations of predicted future wait times based on current system state, agent availability trends, and user priority levels. This advance computation provides users with information needed to make informed callback decisions without adding significant complexity to the core routing logic, as the predictions are generated in advance rather than in real-time during user interactions.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS20260032196A1Time-Weighted Priority Scoring System For Contact Center Routing

Publication Date: 2026.01.29 ZOOM COMMUNICATIONS INC

AI summary

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.