Call routing algorithm based on multi-dimensional queue model

Abstract

The invention discloses a call routing algorithm based on a multi-dimensional queue model. The call routing algorithm comprises the steps of: firstly, combining a group of queue in a processor according to routing judgment condition dimensions, constituting a seat group according to different seat skills, and constituting a relevance weight matrix by using the weights of the one-to-one relevance of each seat group and each queue; and then, inputting telephone call information into a processor and processing the telephone call information. The call routing algorithm specifically comprises the following steps of: putting telephone calling information into different queues one by one for queuing according to call characteristics; carrying out the queuing of the telephone call information according to a first-in first-out rule in each queue; sequentially extracting the telephone call information of the queue head of each queue according to a sort order of the queue; selecting the seat group, with a maximum relevance weight, corresponding to the queue of the telephone call information of the queue head according to the relevance weight matrix; and selecting an idle seat for answering the call in the seat group. According to the invention, the call routing efficiency of a call center under a complex condition can be increased, and the dependence degree of the call center on hardware resources is lowered.

Description

technical field [0001] The invention relates to a call center technology, in particular to a call routing algorithm based on a multi-dimensional queue model. Background technique [0002] Call center system, also known as customer service system, is a comprehensive information system based on computer and telephone integration (CTI), communication, network, database and other technologies. Its purpose is to quickly answer customer calls, E-mail, Web and other media calls, accept and handle customer inquiries, repairs, complaints and other service business. At present, large enterprises or public service industries have built their own call centers. In the actual operation of the call center, it is often necessary to provide layered services. The so-called hierarchical service refers to providing different levels of differentiated services for different customer groups and business demands according to the needs of enterprises. [0003] A fast routing algorithm is very cri...

AI Technical Summary

Problems solved by technology

At present, the call routing of the call center system is often implemented by designing a complex routing analysis process, which has many calculation levels, requires high hardware resources of the system, and requires a large investment.

With this method, it is very uneconomical for some medium-sized call centers

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