作　　者： (张文涛）; (双锴）; (万能）; (詹舒波）; (苏森）;

机构地区： 北京邮电大学网络与交换技术国家重点实验室

出　　处： 《北京邮电大学学报》 2017年第S1期48-52,共5页

摘　　要： 针对多技能呼叫中心路由计算的并发性能瓶颈,提出一种并行的呼叫中心路由方法(PCCRM).该方法通过临界资源粒度细化,将互斥范围缩小到局部资源,可显著减少进程间的同步等待,同时引入有序竞争模型来保证算法满足呼叫中心路由基本原则.实验结果表明,PCCRM可以有效提升路由算法的系统处理性能和扩展性. A parallel routing method named parallel call center routing method( PCCRM) was proposed to promote the multiprocessing performance of call center system with multi-skill model. Through refinement of resource,PCCRM reduced the general mutual exclusion to local mutual exclusion,which can markedly reduce the waiting of process synchronization. Meanwhile an orderly competition model was introduced to guarantee the algorithm to meet the requirement of general principle of call center's agents. The experimental results showed that the PCCRM could increase system performance and scalability of routing algorithm.

关 键 词： 呼叫中心路由 座席技能 临界资源 互斥