| 摘要 |
A call center system for allocating problem tickets for technical services by using a pull model auction to select an agent to work on the problem ticket. When the call center receives an order for a technical service, it develops a complexity estimate for the tasks specified in the problem ticket, and calculates deadlines for completing the problem ticket and for conducting the auction. Invitations to bid on the problem ticket are sent to potential agents on a bidder's list. The winning bid is selected from among the bids received back from the potential agents, and, after evaluating the bids, the problem ticket is transferred to the winning agent.
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