| 摘要 |
An ACD system (101) is programmable by an operator of the ACD system to automatically change the work of a call center agent (106-108) in orde r to maximize the agent's productivity and to provide a variety of work balanced with "breather" time in order to prevent agent burn-out. The conditions for changing the agent's work and the agent's alternative duties when the conditions are met are both programmed by the operator via a vectoring capability (150) of the ACD system an d a scripting language (FIGS. 2-23) for defining the vectors. When an agent become s available to handle a call from a particular call queue (121-129), the agent's corresponding vector is executed, and the conditions specified by the vector are checked against the present status of the call center to determine if they are m et. If the conditions are not met, the agent is caused to handle a call from the partic ular call queue. But if the conditions are met, the agent is caused to perform a func tion specified by the vector, other than handing a call from the particular call queu e, even though a call may be waiting for an available agent in that call queue.
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