Adjustment of call selection to achieve target values for interval-based performance metrics in a call center

摘要

One or more interval-based performance of the call selection process in the call center in order to ensure the achievement of target values ​​for the control metrics (interval-based performance metrics). In the exemplary embodiment, for example, the average response time of one or more intervals, such as metrics or service level percentage metric - store the information regarding contractual target values ​​based on the performance metric (contractual target values) in the memory of the call center. Then, on the basis of comparison with the target value corresponding to the actually attained value and stored in memory for a given performance interval, and adjust the process, at least in part, it said call in said given performance interval. For example, one or more of the actual achieved value at the specified point to points given one does not allow the achievement of the target value within the interval, can be adjusted the service the subject of the selective call processing in one or more designated points in the interval is. ; Call center, a memory, a processor, the agent, the exchange, the interface, the service circuit