Each subsequent call is routed to the operator who has the lowest rate of working time from the initiation of calls. 5. Each subsequent call is routed to the operator who has the highest qualifications and was not used longer than any since the last call. 6. (Similarly see: Alphabet Inc.).
Each subsequent call is routed to the operator who has the highest qualifications and the lowest rate of working time from the start of receiving calls. During the implementation of these algorithms, the following problem: it is necessary to accurately track, ready if the call center operator accept the challenge. To do this, there is the following scheme: At the beginning of the day the operator comes to the workplace and produces ‘login’. PBX records login time and number of the agent. * Once the call center operator will be ready to take challenge, it produces a ‘Log in operation’. At this point, the operator can receive calls. The system records the number of processed calls, processing time, the number of lost calls, as well as all other options. * If the operator needs to move away from the workplace, it produces’ output from the work.
” In this case, the system records the time of release and does not switch to that operator received calls. * At the end of the day the operator produces ‘Sign Out’. Accordingly, for the evaluation of call centers have been established reporting system. These systems accumulate information of call centers and give a report at the output of the supervisor (the person responsible for normal operation of the call center).