| 摘要 |
A method and device for distributing an incoming call to a mobile agent are disclosed. The method includes: receiving a message for requesting a customer service representative; after determining that there is no idle online agent who has a skill of serving the call, selecting one agent from offline agents lists to serve the incoming call to provide the manual service; and sending a notification message to a mobile terminal corresponding to the selected agent, wherein, the notification message is used for notifying the customer service representative to login a call center system through the mobile terminal to provide the manual service. With the above technical scheme, it can at least solve the technical problem that it is difficult to perform real-time processing on a manual service request for certain agents not always in a state of logining the call center system in the related art. |
