METHOD AND SYSTEM FOR PROCESSING COMMUNICATION REQUIRING SKILL FOR PROCESSING USING QUEUE

摘要

PROBLEM TO BE SOLVED: To enhance a method for selecting served communication in the case of processing communication requiring a skill for the processing using a queue by selecting communication from the queue as a function of an assigned value of communication and a wait time in the queue. ;SOLUTION: Any of a plurality of different values corresponding to a priority level to receive service is assigned to a subset of communication in a queue. Then communication is selected from the queue as a function of an assigned value and a waiting time for communication in the queue. For example, a call arriving in a call center on a line or trunk 100 in the call center, for example, is assigned to different call queues 121-129 by a call vector 140 based on an agent skill required for proper handling. Then the call is assigned to agent queues 131-139 based on a skill possessed by agents 106-108 that can handle the call.;COPYRIGHT: (C)2000,JPO