US Patent Issued to CISCO TECHNOLOGY on March 17 for "Communication routing for contact center" (Canadian, American Inventors)

ALEXANDRIA, Va., March 17 -- United States Patent no. 12,581,017, issued on March 17, was assigned to CISCO TECHNOLOGY INC. (San Jose, Calif.).

"Communication routing for contact center" was invented by Saurabh Vinayak Sakalkar (Hayward, Calif.), Aseem B. Asthana (Morgan Hill, Calif.), Sachin Gaikwad (San Ramon, Calif.) and Arunabh Bhattacharjee (Etobicoke, Canada).

According to the abstract* released by the U.S. Patent & Trademark Office: "In an example embodiment, a method includes determining an attitudinal negativity score associated with a contact center agent, among a plurality of contact center agents, based on an interaction between the contact center agent and a user during a communication session, receiving data associated with ...