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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
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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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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


Corresponding Authors: Li Chengjia     E-mail:
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.

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