The formation of agents groups algorithms for the calls automatic distribution system

Abstract

Mathematical model for service quality assess in a contact center is suggested. The priority of the data (calls, requests) is expressed through the values of allowable waiting time of data in a queue. The problem is formulated with the minimax criterion to find the optimal matrix of agents distribution between data (calls) streams with various priority. The agents possess different performance. The optimal matrix provides minimum service loss possible. Algorithms for problem solving by dynamic programming method, branch and bound method and Hungarian method of assignments are offered. Computational programs set for implementation of agents groups algorithms formation in the system of automatic calls distribution is developed