METHOD AND DEVICE FOR OPTIMIZING OPERATION OF CALL CENTER BY USING PREDICTION DATA FOR DISTRIBUTION CALL TO AGENT

摘要

PROBLEM TO BE SOLVED: To optimize and maximize the ability of a call center by updating the evaluation value of the call processing of an agent at every call processing, understanding the trend of the long time/short time ability of the agent, selecting the agent optimum for the call and making it execute the processing. ;SOLUTION: The service profile generator 151 of an automatic call distribution ACD system 101 collects efficiency against a call from a private exchange when a call processing terminates, a level of satisfaction with respect to the cell from a sound 1 data terminal 105, processing data and the evaluation of a service observer, weights the call as it is newer, strongly reflects the present operation of the agent on it and stores it in a call processing system (CMS):110. When the call arrives at a call queue (x), an agent/call selector 150 retrieves a service profile which can process the call and is against the skill of all the agents in CMS:110, correspondingly assigns weights to the arrived call, selects the idle agent having the best connection score and executes the call processing.;COPYRIGHT: (C)2000,JPO