How to choose a pending call based on the expected wait time

摘要

The maximum waiting time for the caller at the calling station (see FIG. 10) is determined by selecting the highest priority queued call that is likely to wait the longest if not currently selected . The expected wait time is calculated for calls at the head of the non-empty highest priority call queue corresponding to the agent's skill or split (202-210). The expected waiting time of the call is calculated by adding the current (elapsed) waiting time of the call in the call's queue 210 and the average traveling speed of the calls. Calls with the longest expected wait time are first selected and assigned to available agents for processing (212-216). This processing process is repeated every time an arbitrary agent becomes available.