摘要
针对江苏电力呼叫中心分层服务需求,本文在分析传统呼叫中心的路由策略基础上,提出了基于多维度队列模型的快速呼叫路由算法,该算法针对路由的条件构建了一种路由队列组模型,以提高呼叫中心在复杂条件下呼叫路由的效率,降低呼叫中心系统对硬件资源的依赖度。应用结果表明该算法有效提高了江苏电力呼叫中心系统的运营效率。
To meet the needs of Jiangsu electric power call center hierarchical service,a novel call routing algorithm based on multi-dimension queuing model is proposed.Referring to the routing strategy of traditional call center,the proposed algorithm constructs a routing queuing model based on routing condition.Theoretical analysis and operation show the proposed algorithm improves the efficiency and the quality of service of Jiangsu electric power call center.
出处
《信息化研究》
2014年第4期1-3,11,共4页
INFORMATIZATION RESEARCH
关键词
呼叫中心
路由策略
队列模型
call center
routing algorithm
queuing model
