针对Web呼叫中心的排队问题,在分析传统呼叫中心的路由算法和排队策略的基础上,提出适应Web呼叫中心的新客户优先、上次服务和最近最闲分配相结合的路由策略以及一种与平均通话时长、通话次数、等待时间相关的动态优先级排队策略,提高Web呼叫中心的排队效率和服务质量。 Aiming at the queuing problem of Web call center, based on the analysis of the routing algorithm and queuing strategy of traditional call center, this paper proposes a new client adaptation strategy to the Web call center, which combines the last service and the most recent allocation, The average call duration, the number of calls, waiting time-related dynamic priority queuing strategy to improve the efficiency of queuing Web call centers and service quality.