BALANCING AGENT CONSOLE LOAD DURING AUTOMATED CALL PROCESSING

摘要

A system and method for balancing agent console load during automated cal l processing (40) is provided. A plurality of agent consoles (101) are opera ted in a call center (30). Progress of a call session (40) of a caller that is calling into the call center (30) at each agent console (101) is monitore d (71). An absolute upper limit on a number of the call sessions (40) allowe d at each agent console (101) at any given time is assigned (92). A load of call session (40) assignments on each agent console (101) is balanced. Objec tive and subjective conditions (81) pertinent to each assigned call session (40) are continually collected (72) from each agent console (101). The objec tive and subjective conditions (81) that affect call session (40) availabili ty are updated (72) for each agent console (101). The objective and subjecti ve conditions (81) are evaluated (72) against the absolute upper limit to de termine a load factor (109). Each call session (40) is assigned (74) to one such agent console (101) within bounds applicable to the load factor (109).< /SDOAB>