Método e aparelho para otimizar o roteamento de serviço em camada de um centro de chamadas.

摘要

A method for optimizing layered service routing of a call center includes: setting a level parameter threshold for each level group in a call queue; determining a compared call from the tail of the call queue when a new call arrives; inserting the new call after the compared call if a current level parameter of the compared call is larger than or equal to a level parameter threshold of a level group where the compared call belongs when the level of the new call is higher than the level of the compared call; and routing calls from the head of the call queue. The present invention is easy to implement and only requires setting timers and making relevant judgments. It does not add to the implementation difficulty or load of a call center while guaranteeing effective services for low level customers. According to the method, an apparatus for optimizing layered service routing of a call center is disclosed.