公开(公告)号：US20160330324A1

公开(公告)日：2016-11-10

申请号：US15188355

申请日：2016-06-21

Applicant: Xerox Corporation

Inventor： Sharath Srinivas ,  Bo Hu ,  Johannes A. Koomen

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5166 ,  H04M3/5231 ,  H04M3/5238 ,  H04M2201/14 ,  H04M2201/18 ,  H04M2203/402

Abstract: Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Abstract translation: 路由呼叫的系统和方法可以包括接收多个呼叫，并且对于多个呼叫中的每一个，确定可以是呼叫的最大服务时间的阈值时间，估计呼叫的预期服务时间，比较阈值 具有预期的呼叫服务时间，并且基于该比较将该呼叫分配到多个队列中的一个队列中。 路由的方法还可以包括基于多个队列中的每一个中的每个呼叫的每个呼叫的预期服务时间来对多个队列进行优先级排序，将多个队列中的每个呼叫定向到第一组代理，并且提供 对所述多个队列的第二队列中的每个呼叫的回叫提示，其中所述第一队列的优先级高于所述第二队列的优先级。