| 摘要 |
A work assignment mechanism 116 is determines that an element in a queueless contact centre has become available and determines search criteria associated with processing requirements or capabilities of the element. The work assignment engine then scans a bitmap for the search criteria to identify counter-elements in the contact centre that are qualified to be assigned to the element and, based on the scanning, determines a set of counter-elements that are qualified to be assigned to the element. The element may relate to a new work item or a contact centre resource which has just become available, whilst the counter-element may relate to a corresponding contact centre resource or work item. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching through use of work and resource pools and corresponding bitmaps. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein. |
