| 摘要 |
PROBLEM TO BE SOLVED: To provide enhanced technologies such as variable pause period, multi-to-multi job assignment, job JIT transfer and NOS indicator to a call center. SOLUTION: A call center is configured to decide a variable pause period for one agent or more, based on factors such as a call center service state and an agent occupancy rate at least partially. The call center service state may include many designated service states that are supported by one agent or more in the call center and related to communications of a specific skill or a specific type. One specific state represents a branded service level and the other state represents service surplus and deficiency states. The pause period decided for one agent or more is used to perform features such as a multi-to- multi job assignment, a job just in time(JIT) transfer and a next opportunity of service(NOS) indicator, thereby promoting the communication processing in the call center.
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