| 摘要 |
<p>A call processing apparatus comprises a call metric detector operable, in respect of incoming calls of a call type selected from two or more call types which are routed to respective agents selected from a cohort of two or more agents, to detect, as a parameter of the agent handling a call, a call processing metric and to detect, in respect of a period encompassing multiple calls, across the cohort of agents, a representative call handling metric for each agent; and a call routing controller operable, in respect of each incoming call, to route the incoming call to an agent in the cohort of agents in response to the call type of the incoming call and the representative call handling metrics for the cohort of agents. Aspects of the invention include: the call handling metric is the proportion of all agents contacts which leads to a second or subsequent contact within the predetermined period for each agent; the call routing controller maintains an ordered list of call queues each associated with one or more agents having a queue priority order, the call router being operable to associate agents with the call queues according to their respective representative call handling metrics.</p> |
