Importance

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Abstract

A multi-site call processing system includes multiple distributed call center sites, and utilizes a load balancing process to distribute calls among the sites for handling by agents. The system generates a multi-site performance score characterizing the performance of the load balancing process. Adjustments may be made in the load balancing process, such as selection of one type of load balancing over another for use at a particular time, based at least in part on the multi-site performance score. The multi-site performance score may be determined using single-site performance measures such as Average Speed of Answer (ASA) and agent occupancy generated across multiple time intervals. The multi-site performance score as generated for a given interval may be, e.g., a ratio of the maximum and minimum values of a single-site performance measure for that interval. As another example, the multi-site performance score may be in the form of a standard deviation of a set of normalized scores generated for the multiple sites across the specified time intervals. Filtering operations may be applied to the data for one or more selected intervals in order to further improve the ability of the performance measure to distinguish relevant variations in the load balancing process.

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First Claim