Meanwhile, the thesis ameliorates ACD operation ability, synthesizing the advantages of the algorithm on the basis of spare time and skills of attendants, overcoming the disadvantage because of only one standard that lacks of flexibility.

• 同时对自动呼叫分配ACD (Automatic Call Distributing)的运算能力加强改善,综合了基于座席空闲时间和基于座席人员技能水平算法的优势,弥补了靠单一的算法服务缺乏灵活性的缺陷,提出了预测等待时间的算法设计。