Patent ID: 9232066
Filing Date: 2016-01-05
CPC Classification: H04M

Claim Text:
1. A method for queue routing, comprising analyzing user's past behavioral interaction experience information by performing: obtaining a user's past behavioral interaction experience history information when the user accessing a call center system; analyzing the user's past behavioral interaction experience history information when accessing the call center system; performing a statistical process on the user's past behavioral interaction experience history information to obtain a statistical index parameter; calculating an analysis index parameter of the user by combining the statistical index parameter with the past behavioral interaction experience history information of the user when accessing the call center system, and at least one of the following pertaining to the user: user basic information, and current environment information; generating a service index parameter for the user, wherein the service index parameter comprises at least one of: the statistical index parameter of the user and the analysis index parameter of the user; providing preset service control policies for the user that are preset based on different service index parameters for the user; determining a queue routing manner for the user according to the service index parameter for the user and the preset service control policies for the user; and inserting a call of the user at a corresponding position in a corresponding service queue according to the queue routing manner determined for the user; or directly routing the call of the user to a preferentially processed queue for waiting for a service.