ASSIGNMENT OF CALL-CENTER AGENTS TO INCOMING CALLS

摘要

A technique is disclosed that optimizes the background noise experienced by apartywho is calling into a call center. Working as part of an overall call-assignment algorithm,the technique considers the acoustic noise that is present in the vicinitiesof multiplecall-center agents who are otherwise satisfactory candidates to handle a call.The techniquethen selects an agent to handle the call who is associated with an optimalacoustic noise.Typically, the selected agent is associated with lowest background noiselevel. Thebackground noise is monitored at each call agent's station by evaluating thesignals that arepresent at the agent's microphone. Usually, this is done when a call agent isbetween callsand, as a result, is not using her headset at that moment. In other words, thebackgroundnoise is actually measured, and the measurements are then used to assign acall agent tothe incoming call.