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

摘要

The system for automatically routing calls to call center agents in an agentsurplus condition provides the call center administrator with an automaticagentassignment paradigm which functions to automatically increase the efficiencyofassigning multiple skill agents to contacts. The presence of an agent surpluscondition provides the present system with a plurality of choices in theassignmentof the agent to process a presently received contact. Since the agents whostaffthe call center include multiple skill agents, the system must make adeterminationof not only which of the available agents is the best equipped to handle thepresent contact, but also how that assignment statistically effects theefficiency ofsuccessive assignments of agents to contacts next received, based upon thepastperformance of the agents and the call center. Since the traffic loadpresented tothe call center tends to be highly variable and of content that is difficultto predict,the present system provides several automatic agent assignment paradigms thateach have a statistically different impact on the performance of the callcenter,based upon the quality and quantity of the incoming calls.