| 摘要 |
<p>A method and device for routing a text chat and a call center system, which relate to the field of communication technology and enable one operator agent to provide a text chat service for several clients at the same time. The method includes the following steps. When receiving a request message of a text chat call, an operator agent state is inquired, and the operator agent state includes a serving state. When the inquired operator agent state is the serving state, a routing of the text chat call is configured. The present invention is able to save a service cost of a call center, and enhance a service quality of the call center system.</p> |
