SYSTEM FOR AUTOMATICALLY ROUTING CALLS TO CALL CENTER AGENTS IN AN AGENT SURPLUS CONDITION BASED ON SERVICE LEVEL

摘要

The system for automatically routing calls to call center agents in an agent surplus condition provides the automatic agent assignment legend that acts to automatically increase the efficiency of assigning multiple skill agents to communicate with the call center administrator. The presence of an agent surplus condition provides the present system a number of choices in the assignment of the agent to process a presently received communication. Since the agents who staff the call center include multiple skill agents, the system and whether and, the assignment of that fitted most agents available to adjust the current of the communication is based on the past performance of the agents and the call center to be determined by the following how the statistical impact on the effectiveness of the agent in the continuous allocation of the communication received. Since the traffic load present in the call center is highly variable and difficult to predict the content, the present system provides some automatic agent assignment legend on the basis of the quality and quantity of the incoming calls to a statistically different impact on the performance of the call center.