| 摘要 |
A customer-agent routing system ( 102 ) has a routing element ( 102 C) for accepting customer calls and for routing said calls to an agent ( 108 ), a memory ( 102 B) for storage of processor instructions and for storage of customer and agent activity, and a processor ( 102 A) for controlling operations of the routing element and memory. The processor is programmed to monitor ( 202 ) operational metrics for each of a plurality of agents while serving customers, record ( 206 ) in the memory the operational metrics of each agent, and cause the routing element to route ( 220 ) a customer to an agent according to the recorded operational metrics of said agent.
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