| 摘要 |
PROBLEM TO BE SOLVED: To provide a method and system that characterizes, compares and adjusts calls for their load balance processing in a multi-site call processing system. SOLUTION: The multi-site call processing system (10) includes many distributed cal center sites (100-i) and utilizes the load balance processing, to share calls processed by agents (110-i) among sites. The system creates a multi-site performance score, that characterizes the performance of the load balance processing. The adjustment, such that load balance of a type is selected by taking precedence over the other types for a specific time on the basis of at least part of the multi-site performance score and the selected processing is used, may be employed for the load balance processing. The multi-site performance score may be decided by using a single site performance measured value such as an average speed of answer (ASA), and an agent utilization factor that are generated over many time intervals.
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