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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) |
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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.
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Received: 31 May 2009
Published: 25 August 2009
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Corresponding Authors:
Li Chengjia
E-mail: chengjia2007@126.com
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About author:: Ding Zhenguo,Li Chengjia,Tian Wanxin |
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