Dynamic Contact Center Routing Using Real-Time Telemetry

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Solution Overview

Problem

Conventional contact center routing systems rely on static, pre-configured rules that do not consider various factors that could improve customer experience, resource utilization, and cost efficiency.

Innovation Solution

The system incorporates data such as agent device telemetry, local conditions, monetary cost data, and noise data into routing decisions to optimize agent selection and resource allocation.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If static, pre-configured routing rules are used, then system simplicity and ease of operation are maintained, but routing efficiency and adaptability to improve customer experience deteriorate

Engineering Contradiction:

Improverouting system operationVSAvoidrouting efficiency

Core Design Contradiction:

Ease of operationVSProductivity

Solution Approach 1:

The patent transforms static routing rules into dynamic routing decisions by continuously collecting and analyzing real-time data from multiple sources including agent device telemetry, local conditions, noise data, and cost information. The system dynamically adjusts routing assignments based on current agent availability, performance metrics, and environmental factors, enabling the routing system to adapt to changing conditions while maintaining operational simplicity through automated decision-making.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system implements comprehensive feedback mechanisms by collecting data from multiple sources (agent device telemetry, noise data, local conditions, cost data) and using this feedback to continuously optimize routing decisions. The feedback loop enables the system to learn from past routing outcomes and adjust future routing assignments to improve customer experience and routing efficiency simultaneously.

Inventive Principle:

Principle #23Feedback

2Productivity

If multiple factors (telemetry, cost data, noise data, local conditions) are incorporated into routing decisions, then routing efficiency and customer experience improve, but device complexity and data processing requirements increase

Engineering Contradiction:

Improverouting efficiencyVSAvoidrouting system complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent segments the complex routing decision process into distinct modular components: data collection modules (telemetry, noise data, local conditions, cost data), data processing modules, routing decision modules, and performance monitoring modules. This segmentation allows the system to handle multiple factors systematically while maintaining manageable complexity through clear separation of concerns and reusable processing units.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system introduces intermediary processing layers that aggregate and preprocess data from multiple sources before making routing decisions. These intermediary components (data collectors, processors, and analyzers) serve as mediators between the raw data sources and the routing decision logic, simplifying the overall system architecture by abstracting the complexity of data handling from the core routing functionality.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Adaptability or versatility

If real-time data collection and analysis is performed, then adaptability and routing optimization improve, but energy consumption and processing resources increase

Engineering Contradiction:

Improverouting adaptabilityVSAvoidprocessing energy consumption

Core Design Contradiction:

Adaptability or versatilityVSUse of energy by moving object

Solution Approach 1:

The system applies partial action by selectively collecting and analyzing only the necessary data factors relevant to each specific routing decision rather than processing all available data continuously. The system determines which data sources (telemetry, noise data, local conditions, cost data) are most pertinent to the current routing context and focuses processing resources on those specific factors, reducing overall energy consumption while maintaining routing adaptability.

Inventive Principle:

Principle #16Partial or excessive action

Solution Approach 2:

The patent implements parameter changes by dynamically adjusting the intensity and scope of data collection and analysis based on current system conditions, priority levels, and routing requirements. The system can modify processing parameters such as data sampling rates, analysis depth, and collection frequency to balance adaptability needs with energy consumption constraints, optimizing the trade-off between real-time responsiveness and resource utilization.

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS12316808B1Contact center agent-routing efficiency score

Publication Date: 2025.05.27 ZOOM COMMUNICATIONS INC

AI summary

Contact center requests are received at respective customer datacenters. The contact center requests are routed to respective agent datacenters resulting in respective engagements. Each engagement uses a respective customer datacenter and a respective agent datacenter. Respective scores are associated with the respective engagements based on the respective customer datacenters and the respective agent datacenters used by the respective engagements. An aggregation of the respective scores is output.