Research on ACD Algorithm in Call Center
Zheng Yuan-jian · Computer Knowledge and Technology · 2009
CTI call center technology is one of the typical business.The traditional call center consists of a large telephone system and auto- matic call distribution (ACD) system ,and includes a certain number of staffs for the services. This paper begine with the call center as well as the type of components, leads to concept of automatic call distribution (ACD) algorithm,find the reasons for call waiting,And improve the traditional method, Put forward a new algorithm,Finally, in practical applications to be tested.