%A Ding Zhenguo,Li Chengjia,Tian Wanxin %T A Research of Web Call Center Routing and Queuing Algorithm %0 Journal Article %D 2009 %J Data Analysis and Knowledge Discovery %R 10.11925/infotech.1003-3513.2009.07-08.13 %P 65-69 %V 25 %N 7-8 %U {https://manu44.magtech.com.cn/Jwk_infotech_wk3/CN/abstract/article_802.shtml} %8 2009-08-25 %X

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.