ROUTE DETERMINATION IN QUEUE EXCLUDING ORDER OF CALLER FROM ONE PAIR OF CALLER

摘要

PROBLEM TO BE SOLVED: To provide a method and a system for route-designating a caller to an agent in a call center routing environment.SOLUTION: The example method comprises: a step of identifying caller data corresponding to at least one caller in the queue of callers; and a step of skipping the caller at the head of the queue of the callers for another caller on the basis of the identified caller data. The caller data may include one or both of population statistical data and psychological data. The step of skipping the caller may be further based on a step of comparing the caller data with agent data related to an agent via a pattern adaptation algorithm such as a correlation algorithm. In one example, when the caller at the head of the queue is skipped by the predetermined number of times, the caller at the head is route-designated the next (and cannot be skipped again).