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SYSTEM AND METHOD FOR COST-BASED AUTOMATIC CALL DISTRIBUTION WITH STATISTICALLY PREDICTABLE WAIT TIME
SYSTEM AND METHOD FOR COST-BASED AUTOMATIC CALL DISTRIBUTION WITH STATISTICALLY PREDICTABLE WAIT TIME
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机译:具有可统计可预测等待时间的基于成本的自动呼叫分配的系统和方法
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摘要
System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer.
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