Please wait a minute...
New Technology of Library and Information Service  2009, Vol. 25 Issue (7-8): 65-69    DOI: 10.11925/infotech.1003-3513.2009.07-08.13
Current Issue | Archive | Adv Search |
A Research of Web Call Center Routing and Queuing Algorithm
Ding Zhenguo1   L i Chengjia2   Tian Wanxin3
1(Network Continuing Education School, Xidian University, Xi’an 710071, China)
2(School of Economics and Management, Xidian University, Xi’an 710071, China)
3(School of Computer Science and Technology, Xidian University, Xi’an 710071, China)
Download:
Export: BibTeX | EndNote (RIS)      
Abstract  

Aiming at the problem of Web call center queuing, based on the analysis of the routing algorithms and queuing algorithms of the traditional call center, this paper presents a routing algorithm which adapts to the Web call center’s new customer priority, the last service and the most recent free allocation. Meanwhile, a dynamic queuing algorithm with priority, relating to the average call time, the call frequency and the waiting time is proposed. The algorithms improve the efficiency and the quality of service of the Web call center.

Key wordsWeb call center      Routing algorithm      Queuing algorithm     
Received: 31 May 2009      Published: 25 August 2009
: 

TP301

 
Corresponding Authors: Li Chengjia     E-mail: chengjia2007@126.com
About author:: Ding Zhenguo,Li Chengjia,Tian Wanxin

Cite this article:

Ding Zhenguo,Li Chengjia,Tian Wanxin. A Research of Web Call Center Routing and Queuing Algorithm. New Technology of Library and Information Service, 2009, 25(7-8): 65-69.

URL:

https://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/10.11925/infotech.1003-3513.2009.07-08.13     OR     https://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/Y2009/V25/I7-8/65

[1] Klein J. Interplay of Architecture, Business Goals, and Current Technology in the Evolution of Call Center Systems[C]. In:Proceedings of  the 7th Working IEEE/IFIP Conference on Software Architecture. 2008:93-94.
[2] Bernett H, Jaramillo M L. Assessing Web-enabled Call Center Technologies[J]. IT Professional, 2001,3(3): 24-30. 
[3]  陈茹.基于Web呼叫中心的协同[D].南京:南京理工大学,2004.
[4]  田静.语音呼叫中心的呼叫路由模型设计[D].天津:天津大学,2003.
[5] 方力,刘亚杰,宋曙光,等.呼叫中心路由方式和技术的研究[J].计算机科学,2001,28(3):19-21.
[6] 金健,王力,杜军朝,等. 策略可扩展的ACD模块的设计与实现[J].计算机技术与发展,2008, 18 (4):104-106.
[7] 席加铭,姜良华,郑远见.呼叫中心中ACD算法的研究[J].电脑知识与技术,2009,5 (3):621-622,625.
[8] 范琦.以业务为中心的呼叫中心的研究与应用[D].广州:中山大学,2008.
[9] Parekh A,Gallager R.A Generalized Processor Sharing Approach to Flow Control in Integrated Services Networks:The Single Node Case[J].IEEE/ACM Transactions on Netwoking,1993,1(3):344- 357.
[10] 虞正伟.基于排队论的呼叫中心ACD技术研究[J].电脑知识与技术,2008,1(6):1139-1142.
[11] 邓炬.呼叫中心路由及排队模型设计[D].北京:中国地质大学,2006.
[12] 周颖.智能呼叫中心建设方法研究[D].南京:南京邮电大学,2007.

[1] Shi Jing,Zhang Lijuan. Extending Inside-outside Algorithm by Using HowNet[J]. 现代图书情报技术, 2009, 25(7-8): 54-58.
[2] Quan Lixin. Web Services Discovery Based on the Fixed-point Semantics[J]. 现代图书情报技术, 2007, 2(6): 29-32.
  Copyright © 2016 Data Analysis and Knowledge Discovery   Tel/Fax:(010)82626611-6626,82624938   E-mail:jishu@mail.las.ac.cn