| 摘要 |
<p>A method and system for processing the failures of agents at a call center are provided. The method includes: generating a backup agent list and forming a failure detection message; keeping the communication link with the communication network; selecting a backup agent from the backup agent list to receive the service interaction data; and establishing the call service with the backup agent. The system includes an agent monitoring module, for generating the backup agent list and forming the failure detection message; an agent service information module connecting with the agent monitoring module, for recording the service interaction data and transmitting it; a call control module connecting with the agent monitoring module, for selecting a backup agent from the backup agent list; an access control module connecting with the call control module, for keeping the communication link with the communication network and establishing the call service with the backup agent. Therefore, the present invention can enable the call center to switch the user to the backup agent to continue the service flow in the case of keeping the call, and thereby the service quality is improved.</p> |
