摘要
针对Web呼叫中心的排队问题,在分析传统呼叫中心的路由算法和排队策略的基础上,提出适应Web呼叫中心的新客户优先、上次服务和最近最闲分配相结合的路由策略以及一种与平均通话时长、通话次数、等待时间相关的动态优先级排队策略,提高Web呼叫中心的排队效率和服务质量。
Aiming at the problem of Web call center queuing, based on the analysis of the routing algorithms and queuing algorithms of the traditional call center, this paper presents a routing algorithm which adapts to the Web call center＇ s new customer priority, the last service and the most recent free allocation. Meanwhile, a dynamic queuing algorithm with priority, relating to the average call time, the call frequency and the waiting time is proposed. The algorithms improve the efficiency and the quality of service of the Web call center.
出处
《现代图书情报技术》
CSSCI
北大核心
2009年第7期65-69,共5页
New Technology of Library and Information Service
