| 摘要 |
A priority routing process is provided for routing calls received via a call routing system to a live call center agent. Routing is determined through collection of Automated Call Distribution ("ACD") real-time performance based data and subjective non-ACD data, normalization and weighting of the ACD and non-ACD data through application of certain algorithms resulting in a derived priority score for each call center, and selection of a call center based upon the highest priority score.
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