SYSTEM FOR AUTOMATICALLY ROUTING CALL TO CALL CENTER AGENT ON BASIS OF SERVICE LEVEL IN AGENT'S EXCESSIVE SITUATION

摘要

PROBLEM TO BE SOLVED: To allow this system automatically routing a call to a call center agent to efficiently and also automatically allocate a multiskill agent to a call center manager to a contact, in an agent's excessive situation. SOLUTION: A plurality of selections are given when an agent is allocated to the processing of a currently received contact according to the existence of the agent's excessive situation. This system statistically decides the allocation on the basis of not only which available agent is the most suitable for the processing of the current contact but also the past performance of the agent and the cell center. because the agent stationed at the cell center includes the multiskill agent. The system optionally and respectively statistically offers several automatic agent allocation paradigms whose influences to the performance of the call center are different on the basis of the quality and quantity of an incoming call.