| 摘要 |
<p>A call processing apparatus operable, in respect of incoming calls which are routed to respective agents selected from a cohort of two or more agents, to detect, as a parameter of the agent to whom a first call was routed, whether an incoming call represents a second or subsequent call by the same caller within a predetermined time period, comprises an agent performance detector operable to detect, for each agent, a respective agent performance indicator dependent upon the proportion of calls to that agent which are followed by a second or subsequent call by the same caller. An agent impact detector calculates an agent performance indicator, referred to as agent impact, using various techniques. The agent impact detector therefore provides an example of an agent performance detector operable to detect, for each agent, a respective agent performance indicator dependent upon the proportion of calls to that agent which are followed by a second or subsequent call by the same caller e.g. using Automatic Number Identification, ANI.</p> |
