Routing method for realizing hierarchical service of next generation calling center

Abstract

The invention discloses a routing method for realizing hierarchical service of a next generation calling center, comprising the following steps: allocating priorities of user, threshold of call completing rate, statistics period and sampling period for a service request, setting corresponding sampling linked lists and sampling nodes for the priorities of user and inserting a new sampling linked list for each sampling linked list when the statistics period comes; when the service request comes, recording the statistical information of the call completing rate on the sampling node in the sampling period; classifying the priorities of user based on the call completing rate and the threshold of call completing rate, putting the priorities of user lower than the threshold of call completing rate into a set A and putting the priorities of user higher than the threshold of call completing rate into a set B; finding an appropriate service request in the set A in accordance with the prioritiesof user from top to bottom, if the set A has no appropriate service request, finding the appropriate service request in the set B and connecting the idle telephone operator for the found service request. The method can accurately reflect the call completing rates on the priorities of user and ensure the hierarchical service to achieve the best effect.

Description

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AI Technical Summary

Benefits of technology

This technology helps companies make better use of their resources by providing more efficient ways for users who have higher urgency than other ones during peak times or periods. It also allows them to receive consistently high quality services while ensuring they meet certain requirements like fairness.

Problems solved by technology

This patented technical solution described by Call Center describes how different types of connections may exist depending upon their importance or urgency. However, existing solutions only consider one aspect at once - either prioritizing resources based solely on previous ones or considering all possible future requests without taking advantage of new possibilities.

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