Design And Implementation Of Automatic Scheduling Algorithm In Call Center System

During the management of modern enterprises, improving satisfaction and obtaining the trust of the customers is a key factor to make the success. Call center is the best choice for the enterprise to achieve it. It can be used in the information consultation and after service, improve working efficiency and serve better for the customer. Now, more and more enterprises have had their own call center.The paper introduces the development trend of Call Center and the related knowledge. This paper analyzes the advantages and disadvantages of popular call center solutions. For the specific CTI application, the system adopts the private branch exchange (PBX) call center solution. The paper uses the idea of engineering to analyze the research background, bring up the system requirements and present its objectives and tasks, and then make out the overall software design of the system and introduce the structure and functions of the system and the role of the automatic scheduling algorithm in the Call Center system on the basis of the work above.Besides introducing the system software architecture, the paper also focuses on the idea and process of automatic scheduling algorithm and gives an efficient automatic scheduling algorithm model and its related design and implementation step by step.The system has been put into use. The utility and efficiency of the system has been approved by the application and it has achieved good economic and social benefits.