| 摘要 |
PROBLEM TO BE SOLVED: To uniform the quality/level of service to be provided to large and small scale skills by processing calling so as to permit the processing of a calling processing element being usage possible concerning calling to be displaced at min. from target operation reference. SOLUTION: An agent/calling selecting element 150 retrieves a total time (per skill time) which the agents spend for the processing for calling to request the respective skills, a total time (staff time) when the agents are processing calling and a target rate per skill, which is designated in terms of management concerning a skill work time and the stafftime from a storage device (S202). The rates per skill concerning the total time (staff time) which the calling processing element spends at the time of processing calling and the time (skill work time) which the calling processing element spends at the time of processing calling which requires each skill are calculated (S207). Then, the agent with the min. displacement with the combination of them is selected (S212). |
