Allocation of agents in a support center to meet service levels of support requests

摘要

A solution for controlling a support center providing support in respect of a set of products is provided. A set of support requests are received each support request in the set of support requests for at least one of the set of products. For each support request: a service level is associated with the support request according to service level information of the corresponding user stored in the data processing system, a list of candidate agents is determined adapted to serve the support request among a plurality of agents according to characteristic information of the agents; a selected agent is selected for the support request among the candidate agents, the selected agent being adapted to meet the service level of the support request with the lowest reputation indicated by the reputation indicator of the agent; and the support request is allocated to the corresponding selected agent.