SYSTEM FOR AUTOMATICALLY ROUTING CALLS TO CALL CENTER AGENTS IN AGENT SURPLUS CONDITION BASED ON SERVICE LEVELS

摘要

PURPOSE: A system for automatically routing calls to call center agents in an agent surplus condition based on agent levels is provided to enable a call center manager to efficiently and automatically allocate a multi-skill agent agent. CONSTITUTION: Several selections are given when an agent is allocated to the processing of a currently received contact based upon the existence of the agent's excessive situation. This system statistically determines 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 of which influences to the performance of the call center are different based on the quality and quantity of an incoming call.