| 摘要 |
A call center is described in which a caller to a call center is given a choice of which specific call-center agent the caller prefers to speak with. To assist the caller in making an informed decision, the call center provides the caller with: an indicium of two or more call-center agents, an indicium of an estimate of the amount of time before the caller can communicate with each of the call-center agents, an indicium of a satisfaction rating of each call-center agent, and other factors. The caller can then convey his or her preference to the call center, which will attempt to honor the preference by connecting the caller with the preferred call-center agent. This increases the likelihood that the caller will be connected with a call-center agent who is well-suited to dealing with the caller, which is beneficial to both the caller and the call center.
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