Abstract: Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center for processing as required or needed by the provider of the internal call center. For each type of incoming service call, a maximum call count or percentage-based call count may be established to facilitate efficient routing of service calls to the internal call center or to an alternate call center to ensure that no more than a specified number of calls are routed to a given call center. Real time and summary reporting may be generated to allow call center management personnel to monitor and manage service call routing to one or more internal and/or alternate call centers.

Abstract: Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center for processing as required or needed by the provider of the internal call center. For each type of incoming service call, a maximum call count or percentage-based call count may be established to facilitate efficient routing of service calls to the internal call center or to an alternate call center to ensure that no more than a specified number of calls are routed to a given call center. Real time and summary reporting may be generated to allow call center management personnel to monitor and manage service call routing to one or more internal and/or alternate call centers.