| 摘要 |
A call center system in which agents are geographically dispersed based on agent skill-set, agent location and caller location that results in a call being delivered to the best available agent. The call center system is comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers, as well as various call center agents, to the system. The database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and so forth. The system then chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.
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