Method and apparatus for optimizing the performance of the call center by distributing calls between agents by using the predictive data

摘要

PROBLEM TO BE SOLVED: To optimize and maximize the performance of a call center by updating the service scales of a plurality of call handlers at every call processing, and selecting/processing a call fitted to the call handler having best performance characteristics at present time. ;SOLUTION: A service profile generator 151 of an automatic call distribution ACD system 101 collects data from a private exchange, an agent terminal and a service observer when a call processing terminates, evaluates them, weights the call as it is newer, reflects the present operation of the agent at that time on it and stores it in a call processing system (CMS):110. When the calls exist in call queues 120-129, an agent/call selector 150 calculates a call score against the head call of the queue by a prescribed system, updates it, obtains the score against the respective skills of the agent corresponding to the call, selects the call which requires the skill having the best connection score and causes the agent to execute the call processing.;COPYRIGHT: (C)2000,JPO