CN102118520A - Method and device for scheduling seats in call center - Google Patents
Method and device for scheduling seats in call center Download PDFInfo
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- CN102118520A CN102118520A CN2010100037084A CN201010003708A CN102118520A CN 102118520 A CN102118520 A CN 102118520A CN 2010100037084 A CN2010100037084 A CN 2010100037084A CN 201010003708 A CN201010003708 A CN 201010003708A CN 102118520 A CN102118520 A CN 102118520A
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Abstract
The embodiment of the invention relates to a method and a device for scheduling seats in a call center. The method for scheduling the seats in the call center includes the steps as follows: obtaining the information, which comprises a skill group and the number of runs which a service representative belongs to, of the service representative in the call center; allocating a seat position for the service representative according to the skill group and the number of runs which the service representative belongs to; generating a notification message including the allocated seat position; and sending the notification message to the service representative. A seat zone and the seat which the service representative belongs to are determined according to the information of the service representative, and the seats are allocated for the service representatives in each skill group in a number of run, so that the service representatives obtain the seat positions matched with the number of runs simultaneously when obtaining the information of the number of runs, therefore, the problems of disorder on a duty shifting site and the mistake seats of the service representatives are avoided and the efficiency of the duty shifting is improved.
Description
Technical field
The present invention relates to communication technical field, relate in particular to a kind of seat scheduling method and device of call center.
Background technology
At present, full-fledged call-center technology is used widely in every profession and trade, increasing operator provides the artificial speech service, and by inserting manual position behind user's place calls center, the business agent of manual position provides as inquiry or the like voice service for the user.
But; in realizing process of the present invention; the inventor finds that there are the following problems at least in the prior art: because the method that mate that business agent and call center is not concrete seat position; when for example the business agent relieves; it is not understood current still occupied seat and when comes off duty; need interim manual setting to arrange the seat position, can cause the disorderly situation of seat of on-the-spot confusion and seat usually, cause greatly call center's call completing rate, service level influence.
Summary of the invention
Embodiments of the invention provide a kind of seat scheduling method and device of call center, are embodied as the business agent and dispatch the seat distribution.
Embodiments of the invention provide a kind of seat scheduling method of call center, comprising:
Obtain business agent's information of call center, described business agent's information comprises technical ability group under the business agent and business agent's order of classes or grades at school;
According to technical ability group under the described business agent and order of classes or grades at school is that put at described business agent's dispense font seat;
Generation comprises the notification message of the seat position of described distribution;
Send described notification message to described business agent.
Embodiments of the invention provide the seat scheduling device of a kind of call center of the seat scheduling method that can use above-mentioned call center, comprising:
Acquiring unit is used to obtain business agent's information of call center, and described business agent's information comprises technical ability group under the business agent and business agent's order of classes or grades at school;
Allocation units, being used for according to technical ability group under the described business agent and order of classes or grades at school is that put at described business agent's dispense font seat;
Generation unit is used to generate the notification message of the seat position that comprises described distribution;
Transmitting element is used for sending described notification message to described business agent.
The technical scheme that is provided by the embodiment of the invention described above as can be seen, determine seat zone and concrete seat under the business agent according to business agent's information, the business agent who is embodied as each technical ability group in the order of classes or grades at school distributes concrete seat, make the business agent when obtaining order of classes or grades at school information, also can obtain the seat that mates with this order of classes or grades at school, avoid original manual relieve on-the-spot confusion and the business agent who arranges that seat causes in call center can't find the problem of seat, improved the efficient of relieving.
Description of drawings
In order to be illustrated more clearly in the technical scheme of the embodiment of the invention, the accompanying drawing of required use is done to introduce simply in will describing embodiment below, apparently, accompanying drawing in describing below only is some embodiments of the present invention, for those of ordinary skills, under the prerequisite of not paying creative work, can also obtain other accompanying drawing according to these accompanying drawings.
Fig. 1 is the seat scheduling method schematic flow sheet of one embodiment of the invention call center;
Fig. 2 is that the seat scheduling device of one embodiment of the invention call center constitutes schematic diagram;
Fig. 3 is that the seat scheduling device of another embodiment of the present invention call center constitutes schematic diagram;
Fig. 4 is that the seat scheduling device of another embodiment of the present invention call center constitutes schematic diagram;
Fig. 5 is the seat scheduling method application scenarios schematic diagram of embodiment of the invention call center.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the invention, the technical scheme in the embodiment of the invention is clearly and completely described, obviously, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills belong to the scope of protection of the invention not making the every other embodiment that is obtained under the creative work prerequisite.
Fig. 1 is the seat scheduling method schematic flow sheet of one embodiment of the invention call center, comprising:
11, obtain business agent's information of call center, business agent's information comprises technical ability group under the business agent and business agent's order of classes or grades at school.
Wherein, business agent's information can be to be business agent's distribution of call center in advance.The business agent of call center can have unique job number of a differentiation usefulness, job number can be Arabic numerals, as 101,102, can be that the business agent of call center allocates business agent's information in advance, business agent's information such as technical ability group and order of classes or grades at school according to job number.As job number is that 101 business agent is assigned to the common skill group, order of classes or grades at school 9-16 (11-12).
12, put for business agent's dispense font seat according to technical ability group and order of classes or grades at school under the business agent.
Concrete, can be that the seat of call center is divided the seat zone in advance, and set up the corresponding relation of attend a banquet zone and described technical ability group and order of classes or grades at school.According to the technical ability group under the business agent and order of classes or grades at school for the business agent distribute the position of attending a banquet can be earlier according to the technical ability group under the business agent and order of classes or grades at school determine the business agent can with the zone of attending a banquet, from the available zone of attending a banquet, be business agent's distribution position of attending a banquet again.
As, the job number of common skill group is that 101 the order of classes or grades at school of business agent on December 31st, 2008 is 9-18, seat zone general A, general B, general C, up duration section 9-18, determine job number be 101 business agent when order of classes or grades at school is 9-18, it can use seat zone general A, general B or general C.
Particularly, from the available agent zone, put, can comprise for business agent's dispense font seat:
Obtain the seat information in the available agent zone, seat information comprises seat numbering, agents state.
Select the seat numbering according to agents state for the business agent, the corresponding seat of seat numbering is distributed to the business agent.
As, job number is that 101 business agent is when order of classes or grades at school is 9-18, it can use seat zone general A, general B or general C, obtain seat numbering, agents state information among seat zone general A, general B or the general C, it is 101 business agent that available agent is distributed to job number, if do not have available agent then distribution state is standby seat, be that 101 business agent is assigned to concrete seat up to job number, as general A11.
13, generate the notification message of the seat position that comprises distribution.
As, job number be 101 business agent when order of classes or grades at school is 9-18, the concrete seat of distribution is general A11, then generates the notification message of the general A11 seat position that comprises distribution.
14, send a notification message to the business agent.
As, be the notification message that 101 business agent sends the general A11 seat position that comprises distribution to job number.Can also be that 101 business agent sends its order of classes or grades at school information to job number.Like this, job number is that 101 business agent also can obtain the seat positional information into its distribution when obtaining order of classes or grades at school information.
The technical scheme that is provided by the embodiment of the invention described above as can be seen, determine seat zone and concrete seat under the business agent according to business agent's information, the business agent who is embodied as each technical ability group in the order of classes or grades at school distributes concrete seat, make the business agent when obtaining order of classes or grades at school information, also can obtain the seat that mates with this order of classes or grades at school, avoid original manual relieve on-the-spot confusion and the business agent who arranges that seat causes in call center can't find the problem of seat, improved the efficient of relieving.
Need to prove, technical ability (skill) be meant the call center the business agent had can support call center customer service system answer seat problem a kind of knowledge and ability, as Global Link service technical ability, walk in the Divine Land service technical ability, M-ZONE service technical ability, or the like the answer professional problem technical ability, and generic services technical ability, or the like the answer general problem technical ability, as, find that calling is professional problem if having the business agent of generic services technical ability, it can be given to calling the business agent with corresponding professional skill and solve.If a business agent has several different technical ability, can be referred to as many technical ability business agent.As, certain business agent has the technical ability of grasping walk in the Divine Land service and M-ZONE service.The technical ability group is meant the identical business agent's of technical ability set.Wherein the technical ability that possessed of the identical business agent of being meant of technical ability does not have difference.As Global Link technical ability group, walk in the Divine Land technical ability group, M-ZONE technical ability group, common skill group, or the like, the business agent of each technical ability group has a kind of identical technical ability, perhaps, as Global Link walk in the Divine Land technical ability group, walk in the Divine Land M-ZONE technical ability group, or the like, the business agent of each technical ability group has several identical technical ability.
Order of classes or grades at school is meant business agent's a work hours section, can by working constantly, come off duty constantly, information decision such as rest zero hour, rest finish time.For example, represent to start working at 9 in the morning as order of classes or grades at school 9-16 (11-12), at 16 in afternoon is next, middle rest in 11 o'clock to 12 o'clock.
Can comprise a plurality of seats in the seat zone, have certain affiliated relation between seat and the seat zone, and, also there is certain Rankine-Hugoniot relations between the seat.Therefore, can for the seat in the seat zone seat information be set in advance.Seat information can comprise the coordinate in seat numbering, agents state, seat IP address, seat zone, place and seat zone, place, can be that put at business agent's dispense font seat from the available agent zone to realize.
The coordinate in seat numbering, seat IP address, agents state, seat zone, place and seat zone, place is the sign of presetting that is used to distinguish seat, like this, sets up the relation between seat zone and seat, the seat.Wherein, agents state can comprise available agent, reserve seats or fault seat, or the like.In the seat information, if the coordinate in seat zone, place has comprised the description to the seat zone, then seat zone in place can be omitted.
Particularly, seat information as, 5A1110.32.168.13 can use general A11, expression seat numbering 5A11, seat IP address 10.32.168.13, agents state can be with the general A11 of coordinate in, seat zone, place.And for example, seat information 5A1210.32.168.14 can use general A12, and expression seat numbering 5A12, seat IP address 10.32.168.14, agents state can be used, the general A12 in place seat zone.Wherein, the floor at the place, 5 expression seat zone among seat numbering 5A11, the 5A12, the general A11 of coordinate in seat zone, place, general A12 have described seat and have belonged to the general A in seat zone, so, omitted " seat zone, place ".
Can there be clear and definite priority to safeguard relation between seating area domain information and the seat information, such as: safeguard the seating area domain information earlier, could safeguard seat information.
Need to prove that optionally, the seat scheduling method of embodiment of the invention call center can also comprise: range of distribution, the seat zone priority that is the call center in advance.
Particularly, after the technical ability group and up duration section that can use for the seat region allocation, can be range of distribution, seat zone priority according to the position at place, seat zone.As general A, its floor of general B is the 5th buildings, and note is made general 5A, general 5B, and general C floor is the 4th buildings, note is made general 4C, be seat region allocation floor priority, floor priority comprises by high floor to low floor dispatches the seat zone, or dispatches the strategy in seat zone by the paramount floor of low floor.As, comprise by high floor to low floor scheduling seat zone according to floor priority, if the seat zone of high floor is arranged then distribute the seat zone, if not then distribute the seat zone of low floor.
At this moment, determine the seat zone that the business agent can use according to technical ability group under the business agent and order of classes or grades at school in the step 12, can comprise:
Determine the seat zone that the business agent is corresponding according to the seat zone with the corresponding relation of technical ability group and order of classes or grades at school.
According to regional priority, determine the seat zone that the business agent can use in the seat zone of business agent's correspondence.
As, in the step 12, job number is that 101 business agent is when order of classes or grades at school is 9-18, it can use seat zone general A, general B or general C, according to floor priority, as dispatching the seat zone by high floor to low floor, if general A, its floor of general B are the 5th buildings, general C floor is the 4th buildings, then job number be 101 business agent when order of classes or grades at school is 9-18, its available agent zone is general 5A or general 5B.
Need to prove, optionally, the seat scheduling method of embodiment of the invention call center, can also comprise: business agent's information comprises that further the business agent concerns, business agent's relation comprises the business agent that business agent, the job number of the business agent of identical technical ability group, identical order of classes or grades at school is adjacent or binds adjacent business agent.
At this moment, in the step 12 according to the technical ability group under the business agent and order of classes or grades at school determine the business agent can with the seat zone can comprise: according to business agent's relation, for identical technical ability group, identical order of classes or grades at school, job number is adjacent or bind adjacent business agent and distribute same seat zone.
At this moment, from the available agent zone, put and to comprise in the step 12: be, adjacent or bind adjacent business agent and distribute seat position adjacent in the same seat zone for job number according to business agent relation for business agent's dispense font seat.
Concrete, comprise that as business agent relation job number is that 101 business agent is tied to and specifies the seat zone, as general 5A, promptly having only the seat in the general 5A can be that 101 business agent takes a seat for job number, is that 101 business agent is assigned to general 5A seat zone for job number directly in the step 12 then.
Comprise that as business agent relation job number is that 101,102 business agent is tied to and specifies the general 5A11 of adjacent seat, general 512, then in the step 12 directly for job number is that 101 business agent is assigned to the general 5A11 of seat, be that 102 business agent is assigned to the general 5A12 of seat directly for job number.
What deserves to be explained is that the relation between the above-mentioned seat is set up the contact except using coordinate, can also be by seat numbering, seat binding mode, set up the relation between the seat.
Seat numbering, IP address mode, be can number seat, IP address rule retrains, make just can determine relation between the seat by the seat numbering.
Optionally, the seat scheduling method of embodiment of the invention call center after the step 14, can also comprise:
Obtain the actual seat information that checks out that logs on of business agent, seat information comprises the seat numbering.
By actual seat information that checks out and the seat information of determining of logging on, realize monitoring to the business agent.
As, after the business agent takes a seat seat, whether record traffic representative logs on the seat time and logs on the seat numbering, represents the seat numbering of distributing in this order of classes or grades at school to compare with actual this ring service then, can monitor this ring service representative in real time and number take a seat according to the seat that distributes.As: job number is that 101 business agent is assigned with general 5A11 seat, and 101 actual what log on is general 5A12 seat, then can monitor 101 these ring services representatives and not take a seat according to scheduling result.
Optionally, actually log on the coordinate that the seat information that checks out can also comprise seat IP address or seat zone, place.As: job number is that 101 business agent is assigned with the 5A11 seat, and 101 actual what log on is this machine of 10.32.168.14, IP according to this machine of 10.32.168.14 finds corresponding seat 5A12, then can monitor 101 these ring service representatives and not take a seat according to scheduling result.
The technical scheme that is provided by the embodiment of the invention described above as can be seen, set up certain relation according to zone of the seat under business agent's information and the business agent and concrete seat, the business agent who is embodied as each technical ability group in the order of classes or grades at school distributes concrete seat, make the business agent when obtaining order of classes or grades at school information, also can obtain the seat that mates with this order of classes or grades at school, can avoid original manual relieve on-the-spot confusion and the business agent who arranges that seat causes in call center can't find the problem of seat, improve the efficient of relieving.
Fig. 2 is that the seat scheduling device of one embodiment of the invention call center constitutes schematic diagram, can realize the seat scheduling method of the invention described above embodiment call center, and the seat scheduling device of call center comprises:
Acquiring unit 21 is used to obtain business agent's information of call center, and business agent's information comprises technical ability group under the business agent and business agent's order of classes or grades at school.
Transmitting element 24 is used for sending described notification message to the business agent.
The technical scheme that is provided by the embodiment of the invention described above as can be seen, set up certain relation according to zone of the seat under business agent's information and the business agent and concrete seat, the business agent who is embodied as each technical ability group in the order of classes or grades at school distributes concrete seat, make the business agent when obtaining order of classes or grades at school information, also can obtain the seat that mates with this order of classes or grades at school, can avoid original manual relieve on-the-spot confusion and the business agent who arranges that seat causes in call center can't find the problem of seat, improve the efficient of relieving.
As shown in Figure 3, optionally, allocation units 22 can comprise:
Seat zone allocation units 221 are used for determining the seat zone that the business agent can use according to technical ability group under the business agent and order of classes or grades at school.
Seat position allocation units 222 are used for putting for business agent's dispense font seat from the available agent zone.
As shown in Figure 4, optionally, the seat scheduling device of embodiment of the invention call center can also comprise:
Division unit 25 is used for dividing the seat zone for the seat of call center in advance.
Set up unit 26, be used to set up the corresponding relation of seat zone and technical ability group and order of classes or grades at school.
Optionally, seat position allocation units 222 can comprise:
Acquisition module is used to obtain the seat information in the available agent zone, and seat information comprises seat numbering, agents state.
Distribution module is used for selecting the seat numbering according to agents state for the business agent, and the corresponding seat of seat numbering is distributed to the business agent.
Optionally, the seat scheduling device of embodiment of the invention call center, business agent's information that acquiring unit 21 is obtained comprises that further the business agent concerns, business agent's relation comprises the business agent that business agent, the job number of the business agent of identical technical ability group, identical order of classes or grades at school is adjacent or binds adjacent business agent;
Seat zone allocation units 221 also are used for the relation according to the business agent, for identical technical ability group, identical order of classes or grades at school, job number is adjacent or bind adjacent business agent and distribute same seat zone.
Seat position allocation units 222 also are used for according to business agent relation, and are adjacent or bind adjacent business agent and distribute seat position adjacent in the same seat zone for job number.
Optionally, the seat scheduling device of embodiment of the invention call center can also comprise:
The priority assignment unit, being used for is range of distribution, the seat zone priority of call center in advance, seat zone allocation units 221, also be used for determining the seat zone that the business agent is corresponding with the corresponding relation of technical ability group and order of classes or grades at school according to the seat zone, according to regional priority, determine seat zone available in the seat zone of business agent's correspondence.
Also be used for determining the seat zone that the business agent can use according to regional priority.
The effect that respectively constitutes the unit of the seat scheduling device of embodiments of the invention call center can not given unnecessary details at this with reference to the embodiment of the seat scheduling method of call center of the present invention.
Embodiment one
As Fig. 5 is the seat scheduling method application scenarios schematic diagram of embodiment of the invention call center, and the seat scheduling method of call center comprises:
51, be business agent's distribution service representative information of call center in advance.
According to business agent's job number, be business agent's distribution service representative information of call center.
Business agent's information: as business agent's technical ability group: M-ZONE technical ability group, Global Link technical ability group, common skill group, or the like.Order of classes or grades at school as the business agent: 9-16,9-18, or the like.As business agent relation, the business agent that the business agent of identical technical ability group, the business agent of identical order of classes or grades at school, job number are adjacent or bind adjacent business agent.
52, the call center is carried out the seat area dividing, and the seat information in definite seat zone.
As the call center is carried out the seat area dividing, determine the place floor in each seat zone, and the coordinate of determining numbering, IP address, state (as available, fault, standby), region and the region of seat in each seat zone, obtain the relation between seat and seat zone, the seat.
53, set up the corresponding relation of seat zone and technical ability group and order of classes or grades at school.
Seat zone as the business agent of common skill group is general A, general B, general C, up duration section 9-18, and the floor of general A, general B is the 5th buildings, general C floor is the 4th buildings, promptly general 5A, general 5B, general 4C.
Be seat region allocation floor priority, as dispatching the seat zone by high floor to low floor.
Be that agents state distributes priority, as by available agent, reserve seats and fault seat scheduling seat.
54, existing pipe obtains the corresponding relation of business agent's information, seating area domain information, seat information and business agent's information and seating area domain information.As, an existing pipe obtains and preserves the corresponding relation of business agent's information, seat information and business agent's information and seating area domain information, the seat scheduling of monitoring call center.
55, obtain business agent's information of call center.
Business agent's information comprises technical ability group under the business agent and business agent's order of classes or grades at school.With a business agent is example, is that 101 the order of classes or grades at school of business agent on December 31st, 2008 is 9-18 as the job number of common skill group.
56,, determine the seat of business agent's correspondence according to technical ability group and order of classes or grades at school under the business agent.
As according to common skill group available agent zone general A, general B, general C, up duration section 9-18 determines that job number is that 101 business agent can use seat zone general A, general B or general C.
As according to floor priority, dispatch the seat zone by high floor to low floor, general A, its floor of general B are the 5th buildings, general C floor is the 4th buildings, promptly general 5A, general 5B, general 4C, then job number is 101 preferential seat zone general 5A, the general 5B that uses the 5th buildings of business agent.
As priority: available agent, reserve seats and fault seat according to agents state, job number is the available agent among 101 the general 5A of common skill group business agent priority allocation, the general 5B, if do not have available agent then distribute standby seat, up to being assigned to concrete seat, be that 101 business agent is assigned to general 5A11 seat as last job number.
57, informing business is represented its seat that takes a seat.
Determine after the concrete seat, generate the notification message of the seat position that comprises distribution, send a notification message to the business agent.Is 101 business agent as send order of classes or grades at school and general 5A11 seat by note to job number, makes the prompt service representative take a seat according to scheduling result.
58, whether the monitoring business representative takes a seat according to seat.
Whether when the business agent took a seat seat, record traffic representative logged on the time of seat and logs on seat, monitor this ring service representative in real time and number take a seat according to the seat that distributes.As: job number is that 101 business agent is assigned with general 5A11 seat, and 101 actual what log on is this machine of 10.32.168.14, IP according to this machine of 10.32.168.14 finds corresponding general 5A12 seat, then can monitor 101 these ring service representatives and not take a seat according to scheduling result.
All right, obtain and preserve scheduling result by existing pipe, the seat scheduling of monitoring call center.
Embodiment two
The seat scheduling method of embodiment of the invention call center, the difference of the seat scheduling method of itself and call center embodiment illustrated in fig. 5 be, the business agent of identical technical ability group is distributed same seat zone.The seat scheduling method of call center comprises:
The job number of common skill group is that 101 the order of classes or grades at school of business agent on December 31st, 2008 is 9-18.
According to common skill group available agent zone general A, general B, general C, up duration section 9-18 determines that job number is that 101 business agent can use seat zone general A, general B or general C.
Distribute same seat zone according to the business agent with identical technical ability group, if the business agent of common skill group is distributed in the general 5A in seat zone, the job number that then can determine to belong to the common skill group is that 101 business agent also is assigned to the general 5A in seat zone.
According to the priority of agents state, last job number is that 101 business agent is assigned to general 5A11 seat.
Subsequent step can be with reference to step among Fig. 5, does not do at this and gives unnecessary details.
In the embodiment of the invention, can also be with identical order of classes or grades at school, job number is adjacent or bind adjacent business agent and distribute in the same seat zone, not do and give unnecessary details.
Embodiment three
The seat scheduling method of embodiment of the invention call center, the difference of the seat scheduling method of itself and call center embodiment illustrated in fig. 5 is, with the job number of common skill group is that 101 business agent is tied to the general 5A in seat zone, and the seat scheduling method of call center comprises:
The job number of common skill group is that 101 the order of classes or grades at school of business agent on December 31st, 2008 is 9-18.
Be bound to according to the business agent that to specify seat zone, the job number that directly can determine the common skill group be that 101 business agent is assigned to the general 5A in seat zone.
Priority according to agents state: available agent, reserve seats and fault seat, job number is the available agent among 101 the general 5A of business agent's priority allocation, if do not have available agent then distribute standby seat, up to being assigned to concrete seat, be that 101 business agent is assigned to general 5A11 seat as last job number.
Subsequent step can be with reference to step among Fig. 5, does not do at this and gives unnecessary details.
Embodiment four
The seat scheduling method of embodiment of the invention call center, the difference of the seat scheduling method of itself and call center embodiment illustrated in fig. 5 be, be that 101,102 liang of ring services representatives are tied to and specify in the general A in seat zone with job number, and seat is adjacent.The seat scheduling method of call center comprises:
The job number of common skill group is that 101,102 the order of classes or grades at school of business agent on December 31st, 2008 is 9-18.
Being tied to appointment seat zone according to the business agent, directly is that 101,102 liang of ring services representatives distribute in the appointment seat general A in zone with job number.
Priority according to agents state: available agent, reserve seats and fault seat, job number is an adjacent available agent among 101,102 the general 5A of business agent's priority allocation, if do not have available agent then distribute standby seat, up to being assigned to concrete seat, and the seat that distributes needs adjacent, as last job number is that 101 business agent is assigned to general 5A11 seat, and job number is that 102 business agent is assigned to adjacent general 5A12 seat.
Subsequent step can be with reference to step among Fig. 5, does not do at this and gives unnecessary details.
In the embodiment of the invention, can also be, the adjacent business agent of binding is distributed interior adjacent seat position in the same seat zone, not do and give unnecessary details.
Embodiment five
The seat scheduling method of embodiment of the invention call center, the difference of the seat scheduling method of itself and call center embodiment illustrated in fig. 5 is, with job number is that 101 business agent is tied to the general 5A11 seat of specifying in the general 5A in seat zone, and the seat scheduling method of call center comprises:
The job number of common skill group is that 101 the order of classes or grades at school of business agent on December 31st, 2008 is 9-18.
Be bound to the appointment seat according to the business agent, the job number that directly can determine the common skill group is that 101 business agent is assigned to the general 5A11 seat in the general 5A in seat zone.
Subsequent step can be with reference to step among Fig. 5, does not do at this and gives unnecessary details.
In the embodiment of the invention, can be that 101,102 liang of ring service representatives are tied to general 5A11 seat, the general 5A12 seat of specifying in the general 5A in seat zone respectively with job number, the job number that then directly can determine the common skill group is 101,102 business agent's a seat, does not do at this and gives unnecessary details.
One of ordinary skill in the art will appreciate that all or part of flow process that realizes in the foregoing description method, be to instruct relevant hardware to finish by computer program, described program can be stored in the computer read/write memory medium, this program can comprise the flow process as the embodiment of above-mentioned each side method when carrying out.Wherein, described storage medium can be magnetic disc, CD, read-only storage memory body (Read-Only Memory, ROM) or at random store memory body (Random Access Memory, RAM) etc.
The above; only for the preferable embodiment of the present invention, but protection scope of the present invention is not limited thereto, and anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; the variation that can expect easily or replacement all should be encompassed within protection scope of the present invention.Therefore, protection scope of the present invention should be as the criterion with the protection range of claim.
Claims (14)
1. the seat scheduling method of a call center is characterized in that, comprising:
Obtain business agent's information of call center, described business agent's information comprises technical ability group under the business agent and business agent's order of classes or grades at school;
According to technical ability group under the described business agent and order of classes or grades at school is that put at described business agent's dispense font seat;
Generation comprises the notification message of the seat position of described distribution;
Send described notification message to described business agent.
2. method according to claim 1 is characterized in that, is that described business agent's dispense font seat is put and comprised according to the technical ability group under the described business agent and order of classes or grades at school:
Determine the seat zone that described business agent can use according to technical ability group under the described business agent and order of classes or grades at school;
From described available agent zone, put for described business agent's dispense font seat.
3. method according to claim 2 is characterized in that, described method also comprises:
The seat that is described call center is in advance divided the seat zone;
Set up the corresponding relation of described seat zone and described technical ability group and order of classes or grades at school.
4. method according to claim 2 is characterized in that, describedly puts and comprises for described business agent's dispense font seat from described available agent zone:
Obtain the seat information in the described available agent zone, described seat information comprises seat numbering, agents state;
According to described agents state is that described business agent selects the seat numbering, and the corresponding seat of described seat numbering is distributed to described business agent.
5. according to claim 2 or 3 or 4 described methods, it is characterized in that, described business agent's information comprises that further the business agent concerns, described business agent relation comprises the business agent that business agent, the job number of the business agent of identical technical ability group, identical order of classes or grades at school is adjacent or binds adjacent business agent;
Described according to the technical ability group under the described business agent and order of classes or grades at school determine described business agent can with the seat zone comprise: according to described business agent's relation, for identical technical ability group, identical order of classes or grades at school, job number is adjacent or bind adjacent business agent and distribute same seat zone.
6. method according to claim 5, it is characterized in that, describedly from described available agent zone, put also and comprise: be, adjacent or bind adjacent business agent and distribute seat position adjacent in the same seat zone for job number according to described business agent's relation for described business agent's dispense font seat.
7. method according to claim 3 is characterized in that, described method also comprises: range of distribution, the seat zone priority that is described call center in advance;
Determine the seat zone that described business agent can use according to technical ability group under the described business agent and order of classes or grades at school, comprising:
Determine the seat zone that described business agent is corresponding according to described seat zone with the corresponding relation of described technical ability group and order of classes or grades at school;
According to described regional priority, determine the seat zone that the business agent can use described in the seat zone of described business agent's correspondence.
8. the seat scheduling device of a call center is characterized in that, comprising:
Acquiring unit is used to obtain business agent's information of call center, and described business agent's information comprises technical ability group under the business agent and business agent's order of classes or grades at school;
Allocation units, being used for according to technical ability group under the described business agent and order of classes or grades at school is that put at described business agent's dispense font seat;
Generation unit is used to generate the notification message of the seat position that comprises described distribution;
Transmitting element is used for sending described notification message to described business agent.
9. device according to claim 8 is characterized in that, described allocation units comprise:
Seat zone allocation units are used for determining the seat zone that described business agent can use according to technical ability group under the described business agent and order of classes or grades at school;
Seat position allocation units are used for putting for described business agent's dispense font seat from described available agent zone.
10. device according to claim 9 is characterized in that, described device also comprises:
Division unit is used for dividing the seat zone for the seat of described call center in advance;
Set up the unit, be used to set up the corresponding relation of described seat zone and described technical ability group and order of classes or grades at school.
11. device according to claim 9 is characterized in that, described seat position allocation units comprise:
Acquisition module is used to obtain the seat information in the described available agent zone, and described seat information comprises seat numbering, agents state;
Distribution module, being used for according to described agents state is that described business agent selects the seat numbering, and the corresponding seat of described seat numbering is distributed to described business agent.
12. according to claim 9 or 10 or 11 described devices, it is characterized in that, business agent's information that described acquiring unit obtains comprises that further the business agent concerns, described business agent relation comprises the business agent that business agent, the job number of the business agent of identical technical ability group, identical order of classes or grades at school is adjacent or binds adjacent business agent;
Described seat zone allocation units also are used for according to described business agent's relation, for identical technical ability group, identical order of classes or grades at school, job number is adjacent or bind adjacent business agent and distribute same seat zone.
13. device according to claim 12 is characterized in that, described seat position allocation units also are used for the relation according to described business agent, and are adjacent or bind adjacent business agent and distribute seat position adjacent in the same seat zone for job number.
14. device according to claim 10 is characterized in that, described device also comprises:
The priority assignment unit, being used for is range of distribution, the seat zone priority of described call center in advance, described seat zone allocation units also are used for determining the seat zone that described business agent is corresponding according to described seat zone with the corresponding relation of described technical ability group and order of classes or grades at school; According to described regional priority, determine the seat zone that the business agent can use described in the seat zone of described business agent's correspondence.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2010100037084A CN102118520A (en) | 2010-01-01 | 2010-01-01 | Method and device for scheduling seats in call center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2010100037084A CN102118520A (en) | 2010-01-01 | 2010-01-01 | Method and device for scheduling seats in call center |
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| CN102118520A true CN102118520A (en) | 2011-07-06 |
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| CN2010100037084A Pending CN102118520A (en) | 2010-01-01 | 2010-01-01 | Method and device for scheduling seats in call center |
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