CN102387264A - Processing method and processing device of call control strategies and call center - Google Patents
Processing method and processing device of call control strategies and call center Download PDFInfo
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Abstract
The invention discloses a processing method and a processing device of call control strategies and a call center. The method comprises the following steps that: the call center receives a call of a user; a flow file corresponding to a matching strategy between the call and a vacant seat is determined, wherein the flow file expresses a flow which is drawn by a basic functional block according to a preset logic, and the basic functional block is formed by abstracting a functional unit of the matching strategy; and the flow file is executed, and a conversation with the call is established according to the execution result. Through the method and the device, the flexibility and the convenience of the system can be enhanced, and the user experience can be improved.
Description
Technical field
The present invention relates to the communications field, relate in particular to a kind of processing method, device and call center of call control strategy.
Background technology
(Call Center) is called Customer Service Center again in the call center; Be a kind of based on computer communication integrated technology, make full use of communication network and computer network multinomial function integrated; And with the integrated information service system that enterprise is connected as a single entity, be that the business agent of one group of seat or company concentrates and to carry out calling and handle, send a special system of calling out with customer contact.The call center can provide multiple business such as phone, fax, Email to the user, mainly be used for process user to enterprise's requirement, query, complaint, suggestion and inquiry etc., for example, and 10000 in the telecommunications industry, 95555 in the financial circles etc.
Development along with economic life; People are increasingly high to the dependence of enterprise or Customer Service Center of department; Telecom operators also have higher requirement to the call completing rate of manual service in the call center, and the call completing rate of manual service depends on the strategy of calling out selection seat or seat selective call to a great extent.Usually; We select the process of idle seat to be referred to as route calling out; The process of the calling of selecting seat to wait in line is referred to as queuing, and so based on above-mentioned requirement to the manual service call completing rate, each operator has proposed demand miscellaneous to route strategy or queuing policy.
The inventor finds in the above-mentioned correlation technique, and original route queuing policy that fixedly stylizes need be according to the variation of user's request update routine code constantly, and time and human cost are higher, can't satisfy the purpose that the user accomplishes policy update fast.
Summary of the invention
Main purpose of the present invention is to provide a kind of processing scheme of call control strategy, need constantly manually change the problem of program code according to the variation of user's request to solve route queuing policy in the above-mentioned correlation technique at least.
To achieve these goals, according to an aspect of the present invention, a kind of processing method of call control strategy is provided.
Processing method according to call control strategy of the present invention may further comprise the steps: the call center receives user calling; Confirm with calling and idle seat between the corresponding flow file of matching strategy, wherein, flow file is represented the flow process of basic functional blocks according to the predetermined logic drafting, basic functional blocks forms by the functional unit of matching strategy is abstract; And the execution flow file, and according to execution result foundation and the conversation of calling out.
Further, the call center receives before the user calling, and this method also comprises: use the flow chart developing instrument basic functional blocks to be depicted as the flow chart of matching strategy according to predetermined logic; The compiling flow chart generates the flow file corresponding with flow chart, and the flow file that generates is loaded into the call center.
Further, confirm with calling and idle seat between the corresponding flow file of matching strategy comprise: the corresponding flow file of routing policy of and calling definite according to the source of calling out the residing period or calling out.
Further, confirm with calling and idle seat between the corresponding flow file of matching strategy comprise: according to the definite flow file corresponding of the attribute of idle seat with the queuing policy of idle seat.
Further, one of below basic functional blocks comprises at least: according to condition screen seat, select optimum seat, select optimum calling, call out and get into queuing.
Further, predetermined logic comprises: parameter attribute and condition redirect, wherein, parameter attribute comprise following one of at least: call out or the technical ability of seat, affiliated area, seat free time, call out the time started.
To achieve these goals, according to a further aspect in the invention, a kind of call center is provided also.
According to call center of the present invention, comprising: receiver module is used to receive user calling; Determination module, be used for confirming with calling and idle seat between the corresponding flow file of matching strategy, wherein, flow file is represented the flow process of basic functional blocks according to the predetermined logic drafting, basic functional blocks forms by the functional unit of matching strategy is abstract; And Executive Module, be used to carry out flow file, and set up and the conversation of calling out according to execution result.
Further, determination module also is used for confirming and the corresponding flow file of routing policy of calling out according to the source of calling out the residing period or calling out.
Further, determination module also is used for confirming the flow file corresponding with the queuing policy of idle seat according to the attribute of idle seat.
To achieve these goals, according to another aspect of the invention, a kind of processing unit of call control strategy is provided also.
Processing unit according to call control strategy of the present invention; Comprise: editor module; Be used for basic functional blocks according to predetermined logic be depicted as call out and idle seat between the flow chart of matching strategy, wherein, basic functional blocks forms by the functional unit of matching strategy is abstract; And the compiling load-on module, be used to compile flow chart, generate the flow file corresponding, and the flow file that generates is loaded into the call center with flow chart.
Through the present invention; Adopt the flow chart mode to realize the customizable of routing policy and queuing policy; Solved route queuing policy in the correlation technique and need constantly manually change the problem of program code according to the variation of user's request; Strengthen the flexibility and the convenience of system, improved user experience.
Description of drawings
Accompanying drawing described herein is used to provide further understanding of the present invention, constitutes the application's a part, and illustrative examples of the present invention and explanation thereof are used to explain the present invention, do not constitute improper qualification of the present invention.In the accompanying drawings:
Fig. 1 is the flow chart according to the processing method of the call control strategy of the embodiment of the invention;
Fig. 2 is the structured flowchart according to the processing unit of the call control strategy of the embodiment of the invention;
Fig. 3 is the structured flowchart according to the call center of the embodiment of the invention;
Fig. 4 is the flow chart of executive condition of route and the queuing of the instance 2 according to the present invention;
Fig. 5 is the sketch map of basic functional blocks in the flow chart of the matching strategy of instance 2 according to the present invention;
Fig. 6 is the sketch map of condition jump-transfer unit in the flow chart of the matching strategy of instance 2 according to the present invention;
Fig. 7 be the selection of instance 3 according to the present invention have call out to specify technical ability and free time seat at most the schematic flow sheet of route;
Fig. 8 be the instance 4 according to the present invention selection and calling party with the area and free time seat at most the route schematic flow sheet;
Fig. 9 is the queuing schematic flow sheet that the selection of the instance 5 according to the present invention gets into the calling of Call Waiting formation at first; And
Figure 10 is the structured flowchart of treatment system of the calling control of the instance 6 according to the present invention.
Embodiment
Hereinafter will and combine embodiment to specify the present invention with reference to accompanying drawing.Need to prove that under the situation of not conflicting, embodiment and the characteristic among the embodiment among the application can make up each other.
Fig. 1 is the flow chart according to the processing method of the call control strategy of the embodiment of the invention, and this method may further comprise the steps:
Step S102, the call center receives user calling;
Step S104, confirm with calling and idle seat between the corresponding flow file of matching strategy, wherein, flow file is represented the flow process of basic functional blocks according to the predetermined logic drafting, basic functional blocks forms by the functional unit of matching strategy is abstract; And
Step S106 carries out flow file, and sets up and the conversation of calling out according to execution result.
Pass through the embodiment of the invention; Adopt the functional unit mode to realize calling out and idle seat between the matching strategy customizable; Solved route queuing policy in the correlation technique and need constantly manually change the problem of program code according to the variation of user's request; Strengthen the flexibility and the convenience of system, improved user experience.
In the practical implementation process, flow file can be used the file format being convenient to expand and understanding (such as, xml file etc.).
Preferably, before step S102, use the flow chart developing instrument basic functional blocks to be depicted as the flow chart of matching strategy according to predetermined logic; The compiling flow chart generates the flow file corresponding with flow chart, and the flow file that generates is loaded into the call center.For example, this flow chart developing instrument can be visual, and the flow chart of matching strategy can be that the simple and direct figure constitutes.This method is translated into executable code with the flow chart of the functional blockization that the user edits as required, is carried in the call center, to realize the coupling between calling and the idle seat, has improved the flexibility and the ease for use of system.
For example; When user's request changes; The embodiment of the invention can use the flow chart developing instrument with visualization function figure to revise the logical relation (can be the input parameter of basic functional blocks and the combination of redirect condition) of basic functional blocks; Just can obtain the corresponding flow chart of matching strategy (that is, routing policy or queuing policy) with new calling and seat, compile the product process file automatically through system again; At last this flow file is loaded into the call center, accomplishes the matching process of calling out in the call center with seat.
Preferably, in step S104, confirm and the corresponding flow file of routing policy of calling out according to the source of calling out the residing period or calling out.This method makes calling to select corresponding routing policy (that is, call out and select idle seat) according to its attribute, and finds out the idle seat with this call matches fast according to routing policy, has improved the efficient and the accuracy of system.
Preferably, in step S104, confirm the flow file corresponding with the queuing policy of idle seat according to the attribute of idle seat.This method makes idle seat to find out the calling with its coupling fast according to the indicated queuing policy of flow file (that is, idle seat is selected the calling waited in line), has improved the efficient and the accuracy of system.
Preferably, one of below above-mentioned basic functional blocks comprises at least: according to condition screen seat, select optimum seat, select optimum calling, call out and get into queuing.In the practical implementation process, basic functional blocks can also comprise the route success, line up successfully, calls out functional blocks such as getting into queuing.This method can be so that routing policy or queuing policy can be abstracted into some visual functional blocks (or functional unit); When the user need change; Only need the input and output parameter of modify feature piece or the change that the combination between the adjustment functional block gets final product the realization flow strategy; Automatically carry out flow chart that functional block forms and the translation between the executable code by system again, realized the customizable of call flow, improved user experience.
Preferably, above-mentioned predetermined logic comprises: parameter attribute and condition redirect, wherein, parameter attribute comprise following one of at least: call out or the technical ability of seat, affiliated area, seat free time, call out the time started.This method can constitute the variation of the matching strategy between calling and the idle seat through functional block parameter and redirect condition according to rational sequential combination, improved the disposal ability of system.
Fig. 2 is the structured flowchart according to the processing unit of the call control strategy of the embodiment of the invention; This device 20 comprises: editor module 22; Be used for basic functional blocks is depicted as according to predetermined logic the flow chart of the matching strategy between calling and the idle seat; Wherein, basic functional blocks forms by the functional unit of matching strategy is abstract; And compiling load-on module 24, be coupled to editor module 22, be used to compile flow chart, generate the flow file corresponding, and the flow file that generates is loaded into the call center with flow chart.
Need to prove that in the practical implementation process, the processing unit of this call control strategy can be used as a kind of developing instrument individualism of calling control flow, also can belong to the part of call platform system.The processing unit that adds this call control strategy makes when user's request changes; Only need to revise the parameter or the combination of basic functional blocks; Just can obtain and new routing policy or the corresponding flow chart of queuing policy the flow chart compiling that system will reconstitute automatically, product process file; And this flow file is loaded into the call center, accomplish the coupling of calling out in the call center with seat.
Fig. 3 is the structured flowchart according to the call center of the embodiment of the invention, and this call center 30 comprises: receiver module 32 is used to receive user calling; Determination module 34; Be coupled to receiver module 32, be used for confirming with calling and idle seat between the corresponding flow file of matching strategy, wherein; Flow file is represented the flow process that basic functional blocks is drawn according to predetermined logic, and basic functional blocks forms by the functional unit of matching strategy is abstract; And Executive Module 36, be coupled to determination module 34, be used to carry out flow file, and set up and the conversation of calling out according to execution result.
Pass through the embodiment of the invention; Adopt the functional unit mode to realize calling out and idle seat between the matching strategy customizable; Solved route queuing policy in the correlation technique and need constantly manually change the problem of program code according to the variation of user's request; Strengthen the flexibility and the convenience of system, improved user experience.
Preferably, determination module 34 also is used for confirming and the corresponding flow file of routing policy of calling out according to the source of calling out the residing period or calling out.
Preferably, determination module 34 also is used for confirming the flow file corresponding with the queuing policy of idle seat according to the attribute of idle seat.
To combine instance that the implementation procedure of the embodiment of the invention is described in detail below.
Instance 1
This instance provides a kind of method that can realize various customization route queuing policys flexibly apace; Promptly; With routing policy or queuing policy (promptly; Matching strategy) the basic functions unit splits and is abstracted into various simple functional blocks in, these functional blocks is got up to form certain logic flow according to different logical or sequential combination just can constitute strategy miscellaneous.Based on this thinking, can above-mentioned basic functions piece be made functional block diagram, according to logic they are coupled together the flow chart that has just formed routing policy or queuing policy.When new calling arrives, carry out the seat that just can choose optimum according to the logic of route flow chart; When seat is idle, just can choose the calling of waiting in line according to the logic execution of queuing figure.
For realizing above-mentioned logic flow, flow chart mainly comprises three kinds of elements: variable, various functional block (that is basic functional blocks), condition jump-transfer unit.Wherein, variable is as the input of functional block; Functional block is the basic functions unit, is most important component in the flow chart; The condition jump-transfer unit is used for variate-value is carried out condition judgment, thereby jumps to the different functions piece.
In this instance, can in original call platform system, increase route or queuing flow chart developing instrument, flow file turnkey console, flow file parsing module and flow file are carried out engine, be described in detail in the face of each several part down.
Route or queuing flow chart developing instrument are used to provide the flow chart editor development environment, and the product process file; The flow file turnkey console is used for management, loads flow file; The flow file parsing module is used for flow file is resolved to the language that computer can be discerned; Flow file is carried out engine, is used to carry out the described logic function of flow file, and with the Call Center Platform system interaction, accomplish and call out control.
In the practical implementation process, the processing method of call control strategy can may further comprise the steps:
Step 1, the user can use the various functional blocks that provide to draw the various FB(flow block)s that customize strategy as playing with building blocks in the flow chart developing instrument.
Step 2 after completing, is compiled into flow file.
Step 3, the flow file turnkey console can be loaded into a plurality of flow file in the system, and disposes the executive condition of each flow file.
Step 4, parsing module is resolved to flow file in the internal memory of computer.
Step 5 when new calling arrives, needs to carry out the route flow process, carries out engine and selects a route flow file to carry out according to the executive condition of above-mentioned turnkey console configuration; When seat is idle, carries out engine and select a queuing flow file to carry out according to the executive condition of above-mentioned turnkey console configuration.
Like this, route or queuing policy depend on the logic of flow chart fully, and platform software just can be coped with shifting events by sticking to a fundamental principle.It is thus clear that the advantage of above-mentioned flow chart is to be convenient to editor and to understand, less demanding to the developer, also convenient simultaneously the modification realized changeable customization strategy neatly.
Instance 2
New calling selects the process of optimum seat to be called route (promptly; Routing policy); From the calling of waiting in line, select when seat is idle the process of optimum calling be called queuing (; Queuing policy), then certain calling is exactly to depend on route and the executive mode of the flow process of lining up with which seat conversation (that is the matching strategy of calling and idle seat).
Fig. 4 is the flow chart of executive condition of route and the queuing of the instance 2 according to the present invention, and is as shown in Figure 4, as long as the route and queuing flow chart of correct logic are provided, carries out the call setup that just can realize calling out with seat by the condition among Fig. 4.
Similar instance 1, basic function figure can comprise three kinds of basic elements, variable, function diagram and condition jump-transfer unit.Wherein, four kinds of variablees can be provided: seat object variable, call object variable, seat formation variable, call queue variable.In the practical implementation process, seat and call object variable can have attribute (for example, technical ability, area, idle time started of seat or calling time started etc.), and the formation length attribute is supported in formation.
Particularly, system can provide four predefine variables, can in the input parameter of functional block, quote.Wherein, the route flow process is two: the seat formation of current request call object, current free time; Two of queuing flow processs: the call queue of current idle seat object, current wait.In the practical implementation process, these four predefine variables do not need definition, can directly quote, and the flow chart developer can also define necessary temporary variable voluntarily.
Fig. 5 is the sketch map of basic functional blocks in the flow chart of the matching strategy of instance 2 according to the present invention, and as shown in Figure 5, system also provides six basic functional blocks, is elaborated in the face of each functional block down.
Functional block 1 is used for screening the seat that meets specified requirements from the seat formation of input, outputs in the variable of seat formation as a result; Functional block 2 is used for selecting the optimum seat of certain seat attribute from the seat formation of input; Functional block 3 is used to return the route success, and the seat of promptly choosing is current calling owing to call out, needn't be as going into ginseng; Functional block 4 is used for current Call Waiting formation is put in current calling; Functional block 5 is used for from the call queue of first parameter input, according to the optimum foundation of second parameter appointment, selects optimum calling and outputs to the 3rd parameter; Functional block 6 is used to return and lines up successfully, and input parameter is the calling of choosing, and seat is the seat of current free time, so needn't be as parameter.
Fig. 6 is the sketch map of condition jump-transfer unit in the flow chart of the matching strategy of instance 2 according to the present invention, and is as shown in Figure 6, and the redirect condition between the functional block can be set in the condition jump-transfer unit.
Instance 3
Suppose the routing policy that will realize be from the seat formation of current free time, select to have the technical ability of calling out appointment and free time the longest seat, use above-mentioned flow chart element so, the drafting flow chart.
Fig. 7 be the selection of instance 3 according to the present invention have call out to specify technical ability and free time seat at most the schematic flow sheet of route, as shown in Figure 7, the routing policy of this route flow chart can for:
At first, function of use piece 1 screens seat from current idle seat formation.Wherein, screening conditions are that the technical ability of current call variable is present in the technical ability that seat has, and The selection result outputs in the seat formation variable.
If above-mentioned seat formation variable is empty (that is, not having qualified seat), jump to functional block 4 so, waiting list is put in current calling, selective call when carrying out the queuing flow process in order to seat is idle, flow process finishes.
If above-mentioned seat formation non-NULL (that is, qualified seat more than being arranged) jumps to functional block 2 so.Functional block 2 is selected idle time started point property value of seat minimum (that is, free time the longest seat) from above-mentioned seat formation variable.Owing to import seat formation variable non-NULL, can select the seat of an optimum, unconditional jump is to functional block 3, and route is successful, and flow process finishes.
Instance 4
Suppose with the routing policy in the instance 3 need be revised as from the seat of current free time select with the calling party with the area and free time the longest seat.If use the implementation of traditional mode that fixedly stylizes, need to revise software code, upgrade software is realized, and the processing method that the calling of using the embodiment of the invention to provide is controlled only need make an amendment above-mentioned flow chart slightly and can realize.
Fig. 8 be the instance 4 according to the present invention selection and calling party with the area and free time seat at most the route schematic flow sheet; As shown in Figure 8, can be that the regional attribute of seat equates to get final product with the regional attribute of calling with initial conditions parameter modification in the functional block 1.
Instance 5
Route flow process in the above-mentioned instance is the flow process of the optimum idle seat of selection, and the queuing flow process is opposite process,, from the Call Waiting formation, selects the flow process of optimum calling when seat is idle that is.
Fig. 9 is the queuing schematic flow sheet that the selection of the instance 5 according to the present invention gets into the calling of Call Waiting formation at first; Suppose that queuing policy is the calling of selecting to get at first the Call Waiting formation; The queuing policy of this queuing flow chart can for: at first, whether the length of judging current Call Waiting formation (predefine variable) is empty.If be empty, then seat gets into idle seat formation, and the queuing flow process finishes.Otherwise function of use piece 5 is searched from current Call Waiting formation and is got into Queue time calling the earliest, and the result outputs in the call queue.Line up successfully, input parameter is the current calling of choosing, and the queuing flow process finishes.
Instance 6
Figure 10 is the structured flowchart of treatment system of the calling control of the instance 6 according to the present invention, and shown in figure 10, this system comprises:
The flow chart developing instrument is used for the establishment (for example, the flowchart drawing in the above-mentioned instance can be in the flow chart developing instrument, to accomplish) of flow chart, and with flow chart compiling back product process file.Wherein, compilation process can comprise syntax check, by specific format data is write flow file etc.; Flow file can be used and be convenient to the file format expanding and understand, for example, and xml file etc.
The flow file turnkey console is used for management and loads flow file.Preferably, the flow file turnkey console can be loaded into a plurality of flow file in the Call Center Platform system.System can carry out different flow file, thereby realize the differentiation of route or queuing policy according to certain condition (for example, different periods, different user attribute etc.) of configuration.
Call Center Platform can comprise the flow file parsing module and carry out engine modules.
The flow file parsing module can resolve to the computer language that computer can be discerned with flow file, and for example, parsing module can be resolved to flow file in the internal memory, to improve execution speed.
Carry out engine modules and carry out the corresponding computational logic of flow file in the above-mentioned internal memory, thereby realize route or queuing flow process.In route when success,, the seat that current calling and route flow process are chosen passes to the Call Center Platform system; When lining up successfully, give the Call Center Platform system with seat and the call-delivery that the queuing flow process is chosen of current free time.Thereby the Call Center Platform system can realize the conversation foundation of calling party and seat.
In sum, the embodiment of the invention relates to IP-based call center, promptly; Call center (Next Generation Call Center of future generation; Abbreviate NGCC as), adopt the flow chart mode simple and easy, realized the routing policy or the queuing policy of customizable neatly, and can satisfy the variation and the differentiation of strategy; For operator provides more excellent solution, thereby can farthest improve the user's call completing rate and the satisfaction of call center.
Obviously, it is apparent to those skilled in the art that above-mentioned each module of the present invention or each step can realize with the general calculation device; They can concentrate on the single calculation element; Perhaps be distributed on the network that a plurality of calculation element forms, alternatively, they can be realized with the executable program code of calculation element; Thereby; Can they be stored in the storage device and carry out, and in some cases, can carry out step shown or that describe with the order that is different from here by calculation element; Perhaps they are made into each integrated circuit modules respectively, perhaps a plurality of modules in them or step are made into the single integrated circuit module and realize.Like this, the present invention is not restricted to any specific hardware and software combination.
The above is merely the preferred embodiments of the present invention, is not limited to the present invention, and for a person skilled in the art, the present invention can have various changes and variation.All within spirit of the present invention and principle, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. the processing method of a call control strategy is characterized in that, may further comprise the steps:
The call center receives user calling;
Confirm with said calling and idle seat between the corresponding flow file of matching strategy, wherein, said flow file is represented the flow process of basic functional blocks according to the predetermined logic drafting, said basic functional blocks forms by the functional unit of said matching strategy is abstract; And
Carry out said flow file, and according to the conversation of execution result foundation with said calling.
2. method according to claim 1 is characterized in that, said call center receives before the user calling, also comprises:
Use the flow chart developing instrument said basic functional blocks to be depicted as the flow chart of said matching strategy according to said predetermined logic;
Compile said flow chart, generate the flow file corresponding, and the said flow file that will generate is loaded into said call center with said flow chart.
3. method according to claim 2 is characterized in that, confirm with said calling and idle seat between the corresponding flow file of matching strategy comprise:
The flow file corresponding with the routing policy of said calling confirmed in source according to residing period of said calling or said calling.
4. method according to claim 2 is characterized in that, confirm with said calling and idle seat between the corresponding flow file of matching strategy comprise:
Attribute according to said idle seat is confirmed the flow file corresponding with the queuing policy of said idle seat.
One of 5. method according to claim 1 is characterized in that, below said basic functional blocks comprises at least:
According to condition screen seat, select optimum seat, select the calling of optimum, calling to get into queuing.
6. according to each described method in the claim 1 to 5; It is characterized in that; Said predetermined logic comprises: parameter attribute and condition redirect, wherein, said parameter attribute comprise following one of at least: call out or the technical ability of seat, affiliated area, seat free time, call out the time started.
7. a call center is characterized in that, comprising:
Receiver module is used to receive user calling;
Determination module; Be used for confirming with said calling and idle seat between the corresponding flow file of matching strategy; Wherein, said flow file is represented the flow process that basic functional blocks is drawn according to predetermined logic, and said basic functional blocks forms by the functional unit of said matching strategy is abstract; And
Executive Module is used to carry out said flow file, and according to the conversation of execution result foundation with said calling.
8. call center according to claim 7 is characterized in that, said determination module also is used for confirming the flow file corresponding with the routing policy of said calling according to the source of residing period of said calling or said calling.
9. call center according to claim 7 is characterized in that, said determination module also is used for confirming the flow file corresponding with the queuing policy of said idle seat according to the attribute of said idle seat.
10. the processing unit of a call control strategy is characterized in that, comprising:
Editor module, be used for basic functional blocks according to said predetermined logic be depicted as call out and idle seat between the flow chart of matching strategy, wherein, said basic functional blocks forms by the functional unit of said matching strategy is abstract; And
The compiling load-on module is used to compile said flow chart, generate the flow file corresponding with said flow chart, and the said flow file that will generate is loaded into said call center.
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| US11509768B2 (en) | 2008-01-28 | 2022-11-22 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
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| CN101221503A (en) * | 2008-02-01 | 2008-07-16 | 中国建设银行股份有限公司 | Software testing method and device |
| CN101340493A (en) * | 2008-07-30 | 2009-01-07 | 华为技术有限公司 | Calling method and calling center based on off-line waiting |
| CN101645987A (en) * | 2008-08-07 | 2010-02-10 | 中兴通讯股份有限公司 | Routing system and routing method for call center |
| CN101677345A (en) * | 2008-09-16 | 2010-03-24 | 华为技术有限公司 | Method, device and system of realizing calling of calling center |
| WO2010075151A1 (en) * | 2008-12-22 | 2010-07-01 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
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| US11509768B2 (en) | 2008-01-28 | 2022-11-22 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
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