| 摘要 |
Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue. |
| 主权项 |
1. A method of routing calls in a call center, comprising:
forecasting, by call activity forecaster, an anticipated call volume for each of a plurality of time intervals, wherein the forecasting is based upon historic call volume information; receiving, by a communication port in the call center, a plurality of calls; for each of the plurality of calls:
determining, by a threshold comparator, a threshold time as an indication of a maximum service time for the call, wherein the threshold time is based upon at least:
a first time interval during which the call was received,the forecasted anticipated call volume for the first time interval,a number of agents in each of a plurality of queues, the agents being assigned to answer incoming calls, andaverage wait times in each of the plurality of queues;estimating, by a duration estimator, an expected service time for the call,comparing, by the threshold comparator, the threshold time with the expected service time for the call, andassigning, by a router, the call into one of the plurality of queues based upon the comparing; prioritizing, by the router, the plurality of queues based upon the expected service time for each call in each of the plurality of queues; directing, by the router, each call in a first queue of the plurality of queues to a first group of agents; and providing, by the communication port, a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue. |
