| 摘要 |
A method and system for processing a fault of an agent at a call center are provided. The method comprises: generating a standby agent list and forming a fault detection message; maintaining a communication link with a communication network; selecting a standby agent from a standby agent list to receive service interaction data; and setting up a call service with the standby agent. The system comprises: an Agent Supervisor Module (ASM) configured for generating a standby agent list and forming a fault detection message; an Agent Service Information Module (ASIM), connected with the ASM and configured for recording service interaction data and sending it; a Call Control Module (CCM), connected with the ASM and configured for selecting a standby agent from the standby agent list; and an Access Control Module (ACM), connected with the CCM and configured for maintaining a communication link with a communication network and setting up a call service with the standby agent. Therefore, the present application realizes that a call center can switch a user to a standby agent to continue the service flow in the case of maintaining the call connection, so that the quality of service is improved.
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