Abstract: Embodiments of the present invention provide a call processing method, apparatus and system. According to the embodiments of the present invention, under the precondition that the target put-through rate of the alternative skill queue is ensured, all call skill queues are dynamically adjusted. Therefore, according to the embodiments of the present invention, the operator may be taken full advantage of to improve quality of service of all call skill queues.

Abstract: A method for evaluating quality inspection and system are provided. The method includes: determining an evaluation task and candidate service representatives of an evaluation process, and automatically fetching a service representative from the candidate service representatives; automatically acquiring service record data of the fetched service representative; and determining and storing a result of the evaluation process according to the obtained service record data. The system includes a task distributor (Auto Task Distribute), an automatic fetching device (AutoFetch), and an evaluation executor. Thus, a comprehensive, accurate, objective, fair, and just evaluation result is ensured.