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

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  • Title:
    SYSTEM FOR AUTOMATICALLY ROUTING CALLS TO CALL CENTER AGENTS IN AGENT SURPLUS CONDITION BASED ON AGENT OCCUPANCY
  • Author: Fisher Thomas S ; Jensen Roy A ; Reiman Martin I
  • Subjects: Electricity ; Electric Communication Technique ; Telephonic Communication ; Transmission Of Digital Information, E.G. Telegraphiccommunication ; Medicine ; Sciences ; Chemistry
  • Language: English;Korean
  • Description: PURPOSE: A system for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy is provided to offer a call center manager a function which increases the efficiency of assigning communication with a multi-skill agent agent. CONSTITUTION: The system determines how the assignment of an agent including a multi-skill agent to a contact statistically gives effect on the efficiency of succeeding agent assignment to a succeeding contact on the basis of not only which available agents is most equipped for the processing of the contact but also the past performance of the agents and a call center. Since a traffic load indicated for the call center is highly changed and the prediction of its contents is difficult, this invention provides some automatic agent assignment paradigms of which statistic effects on the performance of the call center differs from each other based on the quality and quantity of incoming calls depending on optional selection.
  • Creation Date: 07 July 2001

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