CALL SELECTION AND AGENT SELECTION PROCESS IN CALL CENTER BASED ON AGENT PERSONNEL ARRANGEMENT SCHEDULE

摘要

PROBLEM TO BE SOLVED: To improve the selection of a call and the selection of an agent so that work can be advanced as the established personnel arrangement schedule of the agent by installing a means for selecting communication sent to the agent based on stored schedule information. SOLUTION: A call center includes plural agent positions 102 and 104, plural telephone lines which are selectively and mutually connected and a trunk line 100 through an automatic call distribution(ACD) system 101. Schedule information is stored for at least one person in a call center agent and communication sent to the agent is selected based on schedule information stored for the agent. All selection processes in the call center can be corrected against designated time before the scheduled recess of the prescribed agent so that the call selected for sending the information agent is terminated within remaining time till the scheduled recess.