呼叫中心ACD呼叫路由算法的研究

Experimental Teaching of Network Course Based on Cisco Packet Tracer

通过对传统的基于软件ACD的呼叫路由分配算法进行研究总结,在此基础上引入业务技能、综合技能和号码识别等新的参数,提出了从客户和座席两方面综合因素考虑的改进的呼叫路由算法,使得整个呼叫中心系统在智能性、灵活性、统筹性和实用性方面都有了较为明显的提高。

By studying and summarizing traditional software-based ACD call routing allocation algorithm, this article introduces some new parameters, such as business skills, comprehensive skills and number recognition etc, and puts forward some advanced call routing algorithms considering a combination of factors from both customers and agents, making the whole call center system have significant improvement in the aspects of intelligence, flexibility, coordination and practicality.