CN105577958A

CN105577958A - Methods of adjusting shunting strategy and shunting user request, apparatuses and system

Info

Publication number: CN105577958A
Application number: CN201410546521.7A
Authority: CN
Inventors: 贺子宸; 张翔
Original assignee: Alibaba Group Holding Ltd
Current assignee: Advanced New Technologies Co Ltd; Advantageous New Technologies Co Ltd
Priority date: 2014-10-15
Filing date: 2014-10-15
Publication date: 2016-05-11
Anticipated expiration: 2034-10-15
Also published as: CN105577958B

Abstract

The invention discloses a method of adjusting a shunting strategy and an apparatus thereof, a method used for shunting a user request, an apparatus and a system thereof, and another method used for shunting the user request and an apparatus thereof. The method of adjusting the shunting strategy comprises the following steps of acquiring correlation information of the user request in a waiting queue; according to the correlation information of the user request, selecting the shunting strategy, wherein the shunting strategy means that the user request in the waiting queue is shunted to a strategy adopted by a service queue; determining whether the current shunting strategy is the same with the selected shunting strategy; and if the current shunting strategy is different from the selected shunting strategy, adjusting the current shunting strategy into the selected shunting strategy. By using the technical scheme provided in the invention, disadvantages that a single shunting strategy is fixedly used and the shunting strategy can be changed through manual intervention in the prior art are overcome; the shunting strategy can be automatically and timely adjusted under different application scenes; and the corresponding shunting strategy is used to shunt the user request.

Description

For adjusting method, the Apparatus and system of distributing strategy and shunting user request

Technical field

The application relates to the shunting process field to user's request, is specifically related to a kind of method and apparatus for adjusting distributing strategy.The application provides a kind of methods, devices and systems for shunting user's request simultaneously, and another kind is for shunting the method and apparatus of user's request.

Background technology

Hot line client service platform (also referred to as phone customer service system) typically refers to and utilizes telephonic communication technology, by answering caller client, is client's service of providing advice or the system effectively processing customer complaint quickly.This system can access a large amount of calling simultaneously, incoming call is distributed to automatically the contact staff's process possessing corresponding technical ability, and can record and store all calling information.A typical hot line client service platform can not only process the business such as information inquiry, consulting, complaint of client, can also carry out the supplementary services such as client's return visit, satisfaction investigation.The kind of hot line client service platform is a lot, such as: the technical support centre in IT industry, and the phone Claims Resolution center etc. in insurance industry.

Along with the development of Internet technology, in order to strengthen and the exchanging of client, a lot of website is proposed oneself online customer service system (also claiming website customer service system).So-called online customer service system is a kind of general designation of webpage version MSN, relative to traditional phone customer service system, online customer service system has easy deployment, low cost, manageable feature, site visitor, without the need to installing any software, can exchange with the contact staff of website in browser window.

Above-mentioned two kinds of customer service systems, although the transmission medium adopted at physical layer is different, but its inside is similar to the handling process that client asks: consider that the speed of speed and system process request that client initiates request may not be mated, usually waiting list is adopted to carry out the request that buffer memory client sends in internal system, and the user's request in waiting list is diverted in the service queue of each customer service resource (such as: contact staff) successively, wait for that customer service resource processes, be disposed, client can also according to prompting, by the mode of telephone key-press or input text, the processing procedure that this is asked is evaluated.

Above-mentioned implementation is simple and easy to do, uses a kind of fixing distributing strategy all the time, the client's request in waiting list is diverted to successively in each service queue, thus can fully demonstrates fairness, makes customer service resource obtain impartial utilization.This shunting mode can meet the demand of system in normal conditions, but when application scenarios changes (such as: user's request amount increases), adopt above-mentioned single distributing strategy that customer service resource may be caused effectively cannot to be allocated utilization, the average waiting duration of user and service duration all can correspondingly increase, thus affect Consumer's Experience.

For the problems referred to above, prior art is usually when artificial judgement system is in busy state (that is: user's request amount is larger), the mode of manpower intervention is adopted to change distributing strategy, such as: ask to the client that the customer service resource shunting that disposal ability is strong is relatively many by arranging the modes such as shunting parameter, after client asks total amount to recover normal level, then recover original distributing strategy by manual type.Said method can temporarily be dealt with problems, and realizes effective allotment of customer service resource, but when larger change occurs user's request amount, all needs manpower intervention adjustment.As can be seen here, this adjustment mode is dumb, takes time and effort, and due to the hysteresis quality of manpower intervention, is usually difficult to accomplish timely adjustment, not only effectively cannot utilizes system resource, and can affect Consumer's Experience.

Summary of the invention

The application provides a kind of method and apparatus for adjusting distributing strategy, corresponding distributing strategy cannot be adopted adaptively user to be asked to the problem shunted according to the change of application scenarios to solve prior art.The application provides a kind of method and apparatus for shunting user's request in addition, a kind of system for shunting user's request, and another kind is for shunting the method and apparatus of user's request.

The application provides a kind of method for adjusting distributing strategy, comprising:

Obtain the relevant information of the user's request be in waiting list;

Select distributing strategy according to the relevant information that described user asks, described distributing strategy refers to, the user's request in described waiting list is diverted to the strategy that service queue adopts;

Judge that whether the distributing strategy of current employing is different from selected distributing strategy; If different, the distributing strategy of described current employing is adjusted to described selected distributing strategy.

Optionally, the distributing strategy of described current employing and described selected distributing strategy comprise respectively: emergency policy or general strategy;

Described emergency policy is shunted described user's request according to the disposal ability of service queue; Described user's request is then diverted to each service queue by described general strategy successively.

Optionally, the relevant information of described user's request comprises: user's number of request and each user ask corresponding user gradation.

Optionally, described relevant information of asking according to described user selects distributing strategy to comprise:

According to the relevant information that described user asks, the numerical value of computational representation system busy extent;

Judge whether the numerical value of described characterization system busy extent is not less than the emergent threshold value preset;

If so, using described emergency policy as selected distributing strategy;

If not, using described general strategy as selected distributing strategy.

Optionally, if the distributing strategy of described current employing is general strategy, before the distributing strategy of described current employing being adjusted to described selected distributing strategy, in the first time period preset, regularly perform following operation:

Judge whether described numerical value is not less than the emergent threshold value preset;

If "No", stop the operation of described regular execution, and do not perform the step that the described distributing strategy by described current employing is adjusted to described selected distributing strategy.

Optionally, if the distributing strategy of described current employing is emergency policy, before the distributing strategy of described current employing being adjusted to described selected distributing strategy, within the second time period preset, regularly perform following operation:

Judge whether described numerical value is less than the emergent threshold value preset;

Optionally, according to the time interval preset, the regularly described acquisition of execution is in the step of the relevant information of the user's request in waiting list, described relevant information of asking according to described user selects the step of distributing strategy and the step of described judgement and adjustment distributing strategy.

Accordingly, the application also provides a kind of device for adjusting distributing strategy, comprising:

Waiting list information acquisition unit, for obtaining the relevant information of the user's request be in waiting list;

Distributing strategy selected cell, select distributing strategy for the relevant information of asking according to described user, described distributing strategy refers to, the user's request in described waiting list is diverted to the strategy that service queue adopts;

Distributing strategy adjustment unit, for judging that whether the distributing strategy of current employing is different from selected distributing strategy; If different, the distributing strategy of described current employing is adjusted to described selected distributing strategy;

Described distributing strategy adjustment unit comprises:

Developing Tactics judgment sub-unit, for judging that whether the distributing strategy of current employing is different from selected distributing strategy;

Developing Tactics performs subelement, for when the output of described Developing Tactics judgment sub-unit is " difference ", the distributing strategy of described current employing is adjusted to described selected distributing strategy.

Optionally, described distributing strategy selected cell comprises:

Calculation of parameter subelement, for the relevant information of asking according to described user, the numerical value of computational representation system busy extent;

Policy selection performs subelement, for judging whether the numerical value of described characterization system busy extent is not less than the emergent threshold value preset; If so, using described emergency policy as selected distributing strategy; If not, using described general strategy as selected distributing strategy.

Optionally, described distributing strategy adjustment unit also comprises:

The sluggish subelement of first adjustment, for being general strategy when the distributing strategy of described current employing, and when the output of described Developing Tactics judgment sub-unit is " difference ", in the first time period preset, the following operation of regular execution: according to the numerical value of the associated information calculation characterization system busy extent that described user asks, and judge whether described numerical value is not less than the emergent threshold value preset; If wherein once described judged result is "No", then stop the execution of subunit, and do not trigger the work of described Developing Tactics execution subelement, otherwise after described first time period terminates, trigger described Developing Tactics and perform subelement work.

Optionally, described distributing strategy adjustment unit also comprises:

The sluggish subelement of second adjustment, for being emergency policy when the distributing strategy of described current employing, and when the output of described Developing Tactics judgment sub-unit is " difference ", within the second time period preset, the following operation of regular execution: according to the numerical value of the associated information calculation characterization system busy extent that described user asks, and judge whether described numerical value is less than the emergent threshold value preset; If wherein once described judged result is "No", then stop the execution of subunit, and do not trigger the work of described Developing Tactics execution subelement, otherwise after described second time period terminates, trigger described Developing Tactics and perform subelement work.

Optionally, described device also comprises:

Regular execution control unit, for according to the time interval preset, regularly triggers the work of described waiting list information acquisition unit, described distributing strategy selected cell and described distributing strategy adjustment unit.

In addition, the application also provides a kind of method for shunting user's request, comprising:

Obtain and carry out according to the situation of waiting list the distributing strategy that self-adaptative adjustment obtains;

According to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue.

Optionally, described distributing strategy comprises: emergency policy or general strategy.

Optionally, carry out self-adaptative adjustment according to the situation of waiting list to distributing strategy to comprise:

Obtain the relevant information of the user's request be in waiting list;

Distributing strategy is selected according to the relevant information that described user asks;

Judge that whether the distributing strategy of current employing is different from selected distributing strategy; If different, the distributing strategy of described current employing is adjusted to described selected distributing strategy;

The distributing strategy of above-mentioned current employing is the described situation according to waiting list and carries out the distributing strategy that self-adaptative adjustment obtains.

Optionally, when described distributing strategy is emergency policy, described according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue, comprises:

Obtain the service ability value of each service queue, described service ability value characterizes the power that Service Source process user corresponding to described service queue asks ability;

According to the size of the service ability value of each service queue, the described user's request be in waiting list is shunted, user's number of requests of each service queue process and its service ability value are matched.

Optionally, described method also comprises:

According to the time interval preset, regularly calculate the service ability value of each service queue;

The service ability value of each service queue of described calculating, comprising:

For each service queue, obtain the historical data that the Service Source process user corresponding with described service queue asks, and calculate the weight of described service queue according to described historical data;

Calculate the weight summation of all service queues;

With the weight of each service queue and the ratio of described weight summation, as the service ability value of described service queue.

Optionally, the historical data of the described Service Source process user corresponding with service queue request comprises: in special time period, process the sum of user's request, total duration of process user request and/or user to the satisfaction evaluation of processing procedure.

Optionally, described each service queue belongs to a service queue grouping, and user's request of process different service types is responsible in different service queue groupings;

Accordingly, the weight summation of all service queues of described calculating refers to, calculates the weight summation of all service queues in each grouping respectively;

The ratio of the described weight with each service queue and described weight summation, the service ability value as described service queue refers to, the ratio of the weight summation of dividing into groups with weight and its place of each service queue, as the service ability value of described service queue;

The size of the described service ability value according to each service queue, carry out shunting to the described user's request be in waiting list to refer to, according to the size of the service ability value of each service queue, be diverted in the service queue of corresponding grouping according to the type of service of the described user's request be in waiting list.

Optionally, when described distributing strategy is general strategy, described according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue and refers to, the user be in waiting list request is diverted in each service queue successively.

Accordingly, the described user be in waiting list request being diverted to successively in each service queue refers to, described user's request is diverted to successively in each service queue in the grouping corresponding with its type of service.

Accordingly, the application also provides a kind of device for shunting user's request, comprising:

Adaptive streaming strategy acquiring unit, carries out according to the situation of waiting list the distributing strategy that self-adaptative adjustment obtains for obtaining;

User asks dividing cell, for according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue.

Optionally, the distributing strategy that described adaptive streaming strategy acquiring unit obtains is generated by Developing Tactics unit, and described Developing Tactics unit comprises:

Waiting list acquisition of information subelement, for obtaining the relevant information of the user's request be in waiting list;

Distributing strategy chooser unit, selects distributing strategy for the relevant information of asking according to described user;

Distributing strategy adjustment subelement, for judging that whether the distributing strategy of current employing is different from selected distributing strategy; If different, the distributing strategy of described current employing is adjusted to described selected distributing strategy; The distributing strategy of described current employing is the distributing strategy of described Developing Tactics unit generation.

Optionally, when the distributing strategy that described adaptive streaming strategy acquiring unit obtains is emergency policy, described user asks dividing cell to comprise:

Service ability value obtains subelement, and for obtaining the service ability value of each service queue, described service ability value characterizes the power that Service Source process user corresponding to described service queue asks ability;

First shunting performs subelement, for the size of the service ability value according to each service queue, shunts, user's number of requests of each service queue process and its service ability value are matched to the described user's request be in waiting list.

Optionally, described device also comprises:

The regular computing unit of service ability value, for according to the time interval preset, regularly calculates the service ability value of each service queue;

The regular computing unit of described service ability value comprises:

Regular calculating controls subelement, for according to the time interval preset, triggers following queue weight calculation subelement, weight summation computation subunit and the work of service ability value computation subunit;

Queue weight calculation subelement, for for each service queue, obtains the historical data that the Service Source process user corresponding with described service queue asks, and calculates the weight of described service queue according to described historical data;

Weight summation computation subunit, for calculating the weight summation of all service queues;

Service ability value computation subunit, for the weight of each service queue and the ratio of described weight summation, as the service ability value of described service queue.

Accordingly, described weight summation computation subunit specifically for, calculate the weight summation of all service queues in each grouping respectively;

Described service ability value computation subunit specifically for, the ratio of the weight summation of dividing into groups with weight and its place of each service queue, as the service ability value of described service queue;

Described first shunting perform subelement specifically for, according to the size of the service ability value of each service queue, be diverted in the service queue of corresponding grouping according to the type of service of the described user's request be in waiting list.

Optionally, when the distributing strategy that described adaptive streaming strategy acquiring unit obtains is general strategy, described user asks dividing cell to comprise:

Second shunting performs subelement, for the user be in waiting list request being diverted to successively in each service queue.

Accordingly, described second shunting perform subelement specifically for, described user request is diverted in each service queue in the grouping corresponding with its type of service successively.

In addition, the application also provides a kind of system for shunting user's request, comprising: the device for adjusting distributing strategy according to above-mentioned any one; With the device for shunting user's request according to above-mentioned any one; With service state monitoring device, for the relevant information providing the user in waiting list to ask; And waiting list and service queue.

In addition, the application also provides the another kind of method for shunting user's request, comprising:

According to the size of the service ability value of each service queue, user's request is shunted, user's number of requests of each service queue process and its service ability value are matched.

Optionally, described method also comprises:

Calculate the weight summation of all service queues;

The size of the described service ability value according to each service queue, carries out shunting to user's request and refers to, according to the size of the service ability value of each service queue, is diverted in the service queue of corresponding grouping according to the type of service of user's request.

Accordingly, the application also provides the another kind of device for shunting user's request, comprising:

Service ability value acquiring unit, for obtaining the service ability value of each service queue, described service ability value characterizes the power that Service Source process user corresponding to described service queue asks ability;

User asks to shunt performance element, for the size of the service ability value according to each service queue, shunts, user's number of requests of each service queue process and its service ability value are matched to user's request.

Optionally, described device also comprises:

The regular computing unit of described service ability value comprises:

Described user ask shunting performance element specifically for, according to the size of the service ability value of each service queue, be diverted in the service queue of corresponding grouping according to the type of service of the described user's request be in waiting list.

Compared with prior art, the application has the following advantages:

The method for adjusting distributing strategy that the application provides, by obtaining the relevant information of the user's request be in waiting list, the distributing strategy adapted with current application scene is selected according to described relevant information, and necessary adjustment is carried out to the distributing strategy of current employing, thus achieve under different application scenarioss automatic, adjust distributing strategy in time, solve prior art and can only adopt single distributing strategy regularly, and need manpower intervention could change the drawback of distributing strategy, for the shunting automatically adopting corresponding distributing strategy to carry out user's request under different application scene provides possibility.

The method for shunting user's request that the application provides, carry out according to the situation of waiting list the distributing strategy that self-adaptative adjustment obtains by obtaining, and according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue, thus can shunt according to different distributing strategies adaptively, especially be applied in online/hot line customer service system, by when designing distributing strategy, include the disposal ability of customer service resource and change in considering scope, can effectively utilize customer service resource, reduce period of reservation of number and service processing time, promote user satisfaction.

The another kind that the application provides is for shunting the method for user's request, the service ability value that Service Source process user asks ability power is characterized by obtaining, and be diverted to corresponding service queue according to large young pathbreaker user's request of described service ability value, user's number of requests of each service queue process and its service ability value are matched, thus the effective utilization achieved Service Source, particularly under the busy situation of system, average waiting duration and the service duration of user can be reduced on the whole, promote user satisfaction.

Accompanying drawing explanation

Fig. 1 is the flow chart of the embodiment of a kind of method for adjusting distributing strategy of the application;

Fig. 2 is the process chart selecting distributing strategy according to the relevant information of user's request that the application provides;

Fig. 3 is the schematic diagram adjusting distributing strategy after the introducing lag time that provides of the application;

Fig. 4 is the schematic diagram of the embodiment of a kind of device for adjusting distributing strategy of the application;

Fig. 5 is the flow chart of the embodiment of a kind of method for shunting user's request of the application;

Fig. 6 is the process chart that employing emergency policy that the application provides asks user to shunt;

Fig. 7 is the schematic diagram of the embodiment of a kind of device for shunting user's request of the application;

Fig. 8 is the schematic diagram of the embodiment of a kind of system for shunting user's request of the application;

Fig. 9 is that the another kind of the application is for shunting the flow chart of the embodiment of the method for user's request;

Figure 10 is that the another kind of the application is for shunting the schematic diagram of the embodiment of the device of user's request.

Embodiment

Set forth a lot of detail in the following description so that fully understand the application.But the application can be much different from alternate manner described here to implement, those skilled in the art can when doing similar popularization without prejudice to when the application's intension, and therefore the application is by the restriction of following public concrete enforcement.

In this application, a kind of method and apparatus, a kind of method and apparatus, a kind of method and apparatus of asking for shunting user for the system and another kind of shunting user's request for shunting user's request for adjusting distributing strategy is each provided.Be described in detail one by one in the following embodiments.

Please refer to Fig. 1, it is the flow chart of the embodiment of a kind of method for adjusting distributing strategy of the application.Described method comprises the steps:

Step 101: the relevant information obtaining the user's request be in waiting list.

Online existing/hot line client service platform (also claiming online/hot line customer service system), usually adopts single distributing strategy that pending user request is diverted to each service queue one by one, is processed by the contact staff of each service queue.The method for adjusting distributing strategy that the application provides, by obtaining the relevant information of waiting list, the busy extent that system is current can be known, and can adjust accordingly the distributing strategy of current employing accordingly, thus to achieve under different application scenarioss (such as: system is busy, system idles etc.) and adjust distributing strategy in time, adaptively, thus solve undertaken that adjustment is consuming time by manpower intervention mode, effort and problem not prompt enough.

Above with online/hot line client service platform for background, brief description has been carried out to the technical scheme of the application, but the application scenarios of the technical scheme of the application is not limited to online/hot line client service platform, also can be applied in other to need user's request to be diverted to different service queues, the application scenarios processed is carried out by the Service Source that service queue is corresponding, wherein, the described user request consulting that can be user propose to contact staff or complaint request, also can be other requests, such as: computation requests, and that provide service for the request in service queue can be contact staff, also can be other forms of Service Source, such as: computational resource etc.

This step obtains the relevant information of the user's request be in waiting list, for step 102 is ready according to described Information Selection distributing strategy.Under normal circumstances, can think that the user's number of request be in waiting list can reflect the busy extent (this numerical value is larger, and current system needs user to be processed request more, and system is busier) of system.In addition, the user gradation sending service request also may be different, and the high user of grade asks usually to need to obtain relatively processing in time, and therefore user gradation also can as one of factor reflecting system busy extent.Based on above-mentioned consideration, in an object lesson of the present embodiment, this step obtains user's number of request of being in waiting list and each user asks corresponding user gradation (value 1 ~ 10, this numerical value is higher, and representative of consumer higher grade).

As for how obtaining above-mentioned information, can be in different ways in concrete enforcement.In the system (such as online/hot line customer service system) of process user request; usually having the module (being called for short service state monitoring module) for monitoring service state, being responsible for monitoring in real time and record the relevant information of waiting list and service queue.In the above-mentioned object lesson of the present embodiment, described service state monitoring module is responsible for the relevant information recorded when the number of the user's request advancing into waiting list, each user ask, such as: the user gradation information etc. that the identity information (ID card No. or account etc.) provided when sending request with user is corresponding, therefore this step directly can obtain the relevant information of the user's request be in waiting list from described service state monitoring module.

In the above-mentioned object lesson of the present embodiment; what obtain is be in user's number of request in waiting list and each user asks corresponding user gradation; at other execution modes; can obtain about waiting list, other information of being different from foregoing description; as long as the busy extent of system can be reflected directly or indirectly according to the information obtained; just can realize the technical scheme of the application, all within the protection range of the application.

Step 102: select distributing strategy according to the relevant information that described user asks.

Distributing strategy described in the application refers to, the user's request in waiting list is diverted to the strategy that service queue adopts, comprises: emergency policy or general strategy; Described emergency policy is shunted described user's request according to the disposal ability of service queue, and Service Source can be effectively utilized, and reduces stand-by period and the service processing time of user; Described user's request is then diverted to each service queue by described general strategy successively, thus can realize utilizing the equalization of Service Source.

This step selects corresponding distributing strategy according to the relevant information that described user asks, and this process specifically comprises step 102-1 as described below to step 102-2, is described further below in conjunction with accompanying drawing 2.

Step 102-1: the relevant information of asking according to described user, the numerical value of computational representation system busy extent.

This step, according to the relevant information of the user's request be in waiting list, quantizes system busy extent, that is: obtains the quantized values of characterization system busy extent.

In the above-mentioned object lesson of the present embodiment, corresponding user gradation is asked according to the user's number of request obtained in a step 101 and each user, first described user's number of request is divided according to user gradation, calculate the user's number of request under each user gradation, then adopt formula as follows to calculate:

busy_param = Σ_{N = 1}^{10} (10 \times N^{2} \times count (N))

--------formula 1

Wherein, N is user gradation (value of N is 1-10), and count (N) is the user's number of request under user gradation N.Adopt above-mentioned formula to calculate, all include user's number of request and user gradation in considering scope, the busy_param numerical value calculated is the quantized values of characterization system busy extent.

In the above-mentioned object lesson of the present embodiment, adopt the numerical value of above-mentioned formula 1 computational representation system busy extent, in other embodiments, other formula of being different from formula 1 or algorithm can be adopted to calculate, as long as can according to the relevant information of the user's request in waiting list, obtain the numerical value of characterization system busy extent, just can realize the technical scheme of the application equally.

Step 102-2: judge whether the numerical value of described characterization system busy extent is not less than the emergent threshold value preset; If so, perform step 102-3, otherwise perform step 102-4.

Whether the numerical value that determining step 102-1 calculates is not less than the emergent threshold value preset; If so, illustrate that current system is busier, forward corresponding treatment step 102-3 to and perform, otherwise, illustrate that current system is relatively idle, forward corresponding treatment step 102-4 to and perform.

In the above-mentioned object lesson of the present embodiment, described in the emergent threshold value that presets be 100000.This numerical value is only schematic, in other embodiments, according to the operation conditions of concrete demand and reality, can adjust accordingly the concrete value of described emergent threshold value and arrange.

Step 102-3: using described emergency policy as selected distributing strategy.

Emergency policy described in the present embodiment is shunted described user's request according to the disposal ability of service queue, the disposal ability of Service Source corresponding to each service queue can be made full use of, reduce stand-by period and the service processing time of user, therefore this step is under the busy application scenarios of system, using described emergency policy as selected distributing strategy.

Step 102-4: using described general strategy as selected distributing strategy.

Described user's request is diverted to each service queue by described general strategy successively, adopt this shunting mode simple, and can accomplish to utilize the equalization of Service Source, therefore this step under the application scenarios of system relative free using described general strategy as selected distributing strategy.

Step 103: judge that whether the distributing strategy of current employing is different from selected distributing strategy; If different, the distributing strategy of described current employing is adjusted to described selected distributing strategy.

The distributing strategy of described current employing refers to, is responsible for the application program or the presently used distributing strategy of software module that user's request are diverted to service queue.

Step 102 is according to the relevant information of the user's request in waiting list, have selected the distributing strategy adapted with current application scene, to judge that whether the distributing strategy of described current employing is identical with selected distributing strategy in this step further, if identical, illustrate that distributing strategy and the current application scenarios of current employing adapt, extra adjustment operation need not be performed; Otherwise, illustrate that the distributing strategy of current employing can not meet the demand of current application scene, adjustment operation should be performed, that is: the distributing strategy of current employing is adjusted to distributing strategy selected in step 102.

In concrete enforcement, described adjustment operation can have multiple implementation, can will be used to indicate the variate-value of the distributing strategy of current employing, be set to the respective value of selected distributing strategy (such as: the corresponding numerical value 1 of emergency policy, the corresponding numerical value 2 of general strategy), application program or the software module of being responsible for shunting user request can know the distributing strategy that adopt by this variable of access; The application program that message mechanism also can be adopted to notify to be responsible for shunting user's request or software module distributing strategy there occurs change.

Consider the initiation process normally chance event that user asks, therefore the emergency situations that user's number of request sharply increases may be there is at short notice, or the emergency situations that user's number of request sharply reduces, if above-mentioned change detected by the value of computational representation system busy extent at every turn, just perform adjustment operation at once, so after described short-term burst situation terminates, naturally also can perform the shunt mode that adjustment operation recovery is original.The twice adjustment operation performed in above process is actually unnecessary, not only brings extra operation burden to system, and may the stability of influential system.

For the problems referred to above, present embodiments provide a kind of preferred implementation, that is: before execution adjustment operation, introduce the lag time section preset, thus avoid performing unnecessary adjustment operation.

Specifically, if the distributing strategy of current employing is general strategy, and distributing strategy selected is in a step 102 emergency policy, now do not perform adjustment operation at once, but in the first time period preset, the relevant information of the user's request in regular acquisition waiting list, and the numerical value of computational representation system busy extent, if certain numerical value calculated is less than the emergent threshold value preset, the busy emergency rating of illustrative system is not stable state, but transient bursty state, in this case terminate the above-mentioned calculating of regularly execution in described first time period and judge operation, and do not adjust the distributing strategy of current employing.On the contrary, if in the first time period preset, the numerical value of each characterization system busy extent regularly calculated all is not less than described emergent threshold value, then illustrate that the busy state of current appearance is a kind of metastable state, therefore after described first time period terminates, perform adjustment operation immediately, the distributing strategy of current employing is adjusted to emergency policy, thus makes user ask to be processed in time.

In the above-mentioned object lesson of the present embodiment, the first time period preset is 10 minutes, within this time period, above-mentioned calculating and deterministic process is performed every 1 minute, wherein the numerical value of the front characterization system busy extent calculated for 4 times is all greater than the emergent threshold value 100000 preset, and this numerical value that the 5th calculates is less than 100000, the busy situation of the system detected before explanation is only the short-term fluctuation of power system capacity, does not therefore perform this adjustment operation.

Same reason, if the distributing strategy of current employing is emergency policy, and distributing strategy selected is in a step 102 general strategy, now do not perform adjustment operation at once, but within the second time period preset, in regular acquisition waiting list user request relevant information and the numerical value of computational representation system busy extent, if certain numerical value calculated is greater than or equal to the emergent threshold value preset, then terminate the above-mentioned calculating of regularly execution within described second time period and judge operation, and not adjusting the distributing strategy of current employing.On the contrary, if within the second time period preset, the numerical value of the characterization system busy extent at every turn regularly calculated all is greater than or equal to described emergent threshold value, then after described first time period terminates, perform adjustment operation immediately, the distributing strategy of current employing is adjusted to general strategy.

The above-mentioned first time period that presets and the second time period are exactly the lag time described in the present embodiment, by introducing lag time, can avoid the de-stabilising effect that power system capacity fluctuation in short-term comes tactful adjustment belt, the reliability of effective guarantee system.Refer to accompanying drawing 3, it is the schematic diagram adjusting distributing strategy after introducing lag time.When adopting general strategy, after first time detects and needs that distributing strategy is adjusted to emergency policy, experienced by one section of lag time, in this lag time section, detect that the numerical value of characterization system busy extent is less than emergent threshold value (busy state that illustrative system occurs is temporary), so there is no perform adjustment operation.And second time and third time detect that in lag time section the state of system does not change (being in stable state), therefore perform and adjust operation accordingly.

First time period in the present embodiment is the lag time being adjusted to emergency policy from general strategy, and the second time period was the lag time being adjusted to general strategy from emergency policy.In the above-mentioned object lesson of the present embodiment, described first time period is redefined for 10 minutes, and described second time period is redefined for 15 minutes.

In other embodiments, the statistics of frame of reference long-time running described first time period and the value of the second time period can be arranged, both as required identical value can be set for these two time periods, and also can be set to different values.Usually can process like this, for the long-term more saturated situation (system is in busy state usually) of system, the value that can arrange first time period is less than the value of the second time period, that is system can be adjusted to emergency policy from general strategy body relatively rapidly, thus ensures the maximum using of system resource.

So far, present embodiment describes the basic handling flow process of the method for adjusting distributing strategy, in concrete enforcement, complete the adjustment of distributing strategy is usually not disposable, can according to the time interval preset, regular execution step 101-recited above step 103, thus the change of system busy extent can be detected relatively in real time, and carry out the adjustment of distributing strategy in time.

In the described time interval preset, also referred to as crash time perception time delay, in the above-mentioned object lesson of the present embodiment, be set to 1 minute, thus ensure to system busy extent change perception in a minute level.In other embodiments, also can as required for it arranges different values.

In the embodiment provided above; described application scenarios comprises busy and corresponding with it these the two kinds of situations of system idles of system; corresponding distributing strategy comprises: emergency policy and general strategy; in other embodiments; can further refinement be done to application scenarios or from other angles, application scenarios be divided; and set different distributing strategies for often kind of application scenarios; these all belong to the change of embodiment; do not depart from the core of the application, all within the protection range of the application.

In sum, adopt the method for adjusting distributing strategy that the application provides, by obtaining the relevant information of the user's request be in waiting list, the distributing strategy adapted with current application scene is selected according to described relevant information, and correspondingly adjust the distributing strategy of current employing, thus achieve under different application scenarioss automatic, adjust distributing strategy in time, solve prior art and can only adopt single distributing strategy regularly, and need manpower intervention could change the drawback of distributing strategy, for the shunting automatically adopting corresponding distributing strategy to carry out user's request under different application scene provides possibility.

In the above-described embodiment, providing a kind of method for adjusting distributing strategy, corresponding, the application also provides a kind of device for adjusting distributing strategy.Please refer to Fig. 4, it is the embodiment schematic diagram of a kind of device for adjusting distributing strategy of the application.Because device embodiment is substantially similar to embodiment of the method, so describe fairly simple, relevant part illustrates see the part of embodiment of the method.The device embodiment of following description is only schematic.

A kind of device for adjusting distributing strategy of the present embodiment, comprising: waiting list information acquisition unit 401, for obtaining the relevant information of the user's request be in waiting list; Distributing strategy selected cell 402, select distributing strategy for the relevant information of asking according to described user, described distributing strategy refers to, the user's request in described waiting list is diverted to the strategy that service queue adopts; Distributing strategy adjustment unit 403, for judging that whether the distributing strategy of current employing is different from selected distributing strategy; If different, the distributing strategy of described current employing is adjusted to described selected distributing strategy;

Described distributing strategy adjustment unit comprises:

Optionally, described distributing strategy selected cell comprises:

Optionally, described distributing strategy adjustment unit also comprises:

Optionally, described device also comprises:

Corresponding with a kind of above-mentioned method for adjusting distributing strategy, the application also provides a kind of method for shunting user's request.Please refer to Fig. 5, the flow chart of embodiment of its a kind of method for shunting user's request provided for the application, the part that the present embodiment is identical with the first embodiment step repeats no more, below emphasis difference is described.A kind of method for shunting user's request that the application provides comprises:

Step 501: obtain and carry out according to the situation of waiting list the distributing strategy that self-adaptative adjustment obtains.

The technical scheme of the application, change in prior art and fixing distributing strategy can only be adopted user to be asked to the present situation shunted, what can obtain according to self-adaptative adjustment carries out corresponding shunting from the different distributing strategies that current application scene adapts.In order to realize above-mentioned functions, this step needs to obtain carries out according to the situation of waiting list the distributing strategy that self-adaptative adjustment obtains, thus to use described distributing strategy to carry out shunting to user's request ready for step 502.

The described situation according to waiting list is carried out self-adaptative adjustment to distributing strategy and is comprised: the relevant information obtaining the user's request be in waiting list; Distributing strategy is selected according to the relevant information that described user asks; Judge that whether the distributing strategy of current employing is different from selected distributing strategy; If different, the distributing strategy of described current employing is adjusted to described selected distributing strategy.In the specific implementation, just can adjust adaptively according to the distributing strategy of different application scenarioss to current employing by performing aforesaid operations termly, the description about this part refers to the related description in the first embodiment, repeats no more herein.The distributing strategy obtained by above-mentioned self-adaptative adjustment is exactly perform subsequent step 502 pairs of user's requests to carry out shunting the distributing strategy that adopt.

Specific to this step, obtain the distributing strategy obtained by self-adaptative adjustment, multiple implementation can be had, such as, the software module (being called Calculation of the shunted current processing module) for the method shunting user's request achieved described in the present embodiment realizes above-mentioned function of distributing strategy being carried out to self-adaptative adjustment if also comprised, when carrying out distributing strategy adjustment, naturally just known the distributing strategy that adopt in real time so at every turn; If the function of above-mentioned, distributing strategy being carried out to self-adaptative adjustment is realized by other software modules (being called Developing Tactics module), variable that so provided by regular visit Developing Tactics module, that be used to indicate the distributing strategy that self-adaptative adjustment obtains, or accept the distributing strategy change message etc. that this Developing Tactics module sends after carrying out self-adaptative adjustment, the distributing strategy that shunting user asks adopt can be obtained.

Step 502: according to described distributing strategy, is diverted to corresponding service queue by the user be in waiting list request.

Adopting the method that the application provides, needing the distributing strategy according to obtaining in step 501, the user be in waiting list request is diverted to corresponding service queue.Distributing strategy described in the present embodiment comprises: emergency policy or general strategy, how to carry out shunting to user's request be respectively below further described employing two kinds of distributing strategies.

(1) emergency policy

The distributing strategy that step 501 obtains is emergency policy, illustrate that current system is in busier state, the user's number of requests rank that is larger or user's request be in waiting list is higher, need to obtain processing more in time, consider that the disposal ability of the Service Source corresponding with each service queue there are differences usually simultaneously, such as: in hot line/online customer service system, the treatment effeciency of some contact staff is high, the treatment effeciency of some contact staff is relatively lower, emergency policy is adopted to shunt in this case, that is: according to the disposal ability of Service Source corresponding to service queue, user's request is shunted, the customer service resource making service ability strong is fully used, see the average waiting duration and service duration that can reduce user's request on the whole.

For convenience of description, ask the processing procedure shunted to be divided into calculation services ability value, to obtain service ability value and shunt this three steps according to service ability value to user employing emergency policy, below in conjunction with accompanying drawing 6, this processing procedure is elaborated.

Step 502-1: the service ability value calculating each service queue.

The service ability value of described each service queue, characterizes Service Source process user corresponding to described service queue and asks the power of ability (being called for short the power of service queue disposal ability).May be used for evaluating a lot of because have of described disposal ability power, the present embodiment adopts following several the index parameters in special time period to weigh the disposal ability of each service queue: the sum of process user request, total duration of process user request and user, to the satisfaction evaluation of processing procedure, adopt These parameters can reflect the disposal ability of service queue more all sidedly.

As a kind of simple and easy to do implementation, absolute figure can be adopted as service ability value, that is: can be that larger service ability value is specified in the service queue that service ability is strong, less service ability value be specified in the service queue relatively weak for service ability.Consider that the power of service ability is actually a relative concept, with the ratio of the disposal ability of all service queues in the disposal ability of each service queue and native system as the service ability value of described service queue, usually the capacity situation of each service queue in current system can be reflected more objective, exactly.

Comprehensive above-mentioned consideration, present embodiments provide a kind of a kind of preferred implementation calculating the service ability value of each service queue, comprise and calculate queue weight, calculating queue weight summation and calculate weight percentage three processes, be described in detail respectively below.

First, for each service queue, obtain the historical data that the Service Source process user corresponding with described service queue asks, and calculate the weight of described service queue according to described historical data.In order to reflect the service ability that service queue is current as far as possible, recent described historical data can be obtained.In an object lesson of the present embodiment, service state monitoring module is responsible for monitoring in real time and record the relevant information of waiting list and service queue, this module have recorded the sum of each service queue process user request, process the duration of each user request, and user after request is disposed by satisfaction evaluation (corresponding numerical value shows more greatly to be more satisfied with) etc. that telephone key-press or the mode of filling in web form are fed back, therefore the above-mentioned historical data of each service queue same day (or apart within current time 24 hours) can be obtained from this module, and calculate the weight of each service queue according to the following equation:

W=a × (E/N)+b × (N/T)----------formula 2

Wherein, N is the sum of process user request, T is the total duration of service (that is: processing the summation of the duration of each user request), and E is satisfaction evaluation summation (that is: the summation of the satisfaction evaluation value of each user's request processed), a and b is weighted factor.In this formula, E/N is the mean value of satisfaction evaluation, the quality of reflection service queue process user request; N/T is user's number of request of process in the unit time, the efficiency of reflection service queue process user request.Under normal circumstances, these two numerical value are larger, illustrate that the ability that service queue process user asks is stronger, and the W value therefore calculated according to these two numerical value can reflect the ability that service queue process user asks.

Secondly, the weight summation of all service queues is calculated.After adopting above-mentioned formula 2 to calculate the weight of each service queue, the weighted value of all service queues is added, namely obtains described weight summation.

Finally, the weight of each service queue and the ratio of described weight summation is calculated, as the service ability value of described service queue.This computational methods are adopted to obtain the weight percentage of each service queue, the capacity situation of each service queue in all service queues can be characterized, such as: weight percentage is the service queue of 20%, its disposal ability is eager to excel than the service queue that weight percentage is 10%.This step adopts the weight percentage of each service queue as its service ability value.

The service ability value of each service queue has just been calculated by said process, the account form of the index for calculation services ability value provided above, the computing formula 2 adopted in above-mentioned object lesson and employing weight percentage, it is all only a kind of reference, in concrete implementation process, different index parameters or different computational methods can be adopted according to the actual requirements, as long as the quantized values of the disposal ability characterizing each service queue can be obtained, the technical scheme of the application just can be realized equally.

It should be noted that, herein for convenience of description, the service ability value (i.e. this step 502-1) calculating each service queue is described as a step before subsequent step 502-2 and 502-3, and in specific implementation process, this step and follow-up step 502-2 and 502-3 are not the relation that order performs usually.In order to the change of customer service resources handling capability can be reflected, this step normally regularly performs according to the time interval preset, step 502-2 and 502-3 is then when having user's request to be shunted in waiting list, according to the service ability value calculated, carry out the shunting of user's request in real time.

Step 502-2: the service ability value obtaining each service queue.

According to explanation above, the service ability value of each service queue regularly calculates, therefore this step can obtain the service ability value of each service queue that the last time calculates, and described service ability value can represent the power that Service Source process user corresponding to each service queue asks ability.

Step 502-3: according to the size of the service ability value of each service queue, shunts the described user's request be in waiting list, user's number of requests of each service queue process and its service ability value is matched.

Size according to the service ability value of each service queue is shunted the user's request be in waiting list, its basic principle is: the service queue for service ability strong (that is: service ability value is relatively large) distributes relatively many user's requests, service queue for service ability weak (that is: service ability value is relatively little) distributes the user comparing less request, that is the user's number of requests making each service queue be responsible for processing and its service ability value match, thus Service Source can be made to obtain fully, effectively utilizing.

In the above-mentioned object lesson of the present embodiment, adopt weight percentage as the service ability value of each service queue, therefore can shunt according to the ratio of described weight percentage.Such as: have three service queues, its service ability value is respectively 0.2,0.5 and 0.3, so when concrete shunting, if user's request to be shunted has 100, then can distribute to first service queue by 20, distribute to second service queue for 50, remaining 30 are distributed to the 3rd service queue.Other modes can certainly be adopted to shunt, as long as ask number substantially to mate with above-mentioned service ability value from the angle of the user of entirety three service queue process.

Above-mentioned steps 502-1 to 502-3, describes and ask to user the basic process shunted under emergency policy.In actual applications, user's request may belong to different types of service, and such as, in hot line customer service system, user can select type of service when initiating request by telephone key-press; And online customer service system can be filled in the concise and to the point description of relevant issues by obtaining user and carries out semantic analysis to described concise and to the point description thus know that user asks corresponding type of service in web form.Accordingly, the type of service that each service queue can process may be not identical yet, in this case, when shunting user and asking, also needs the problem considering that user's request is consistent with the type of service of service queue.

In the above-mentioned object lesson of the present embodiment, if service queue is divided into multiple service queue grouping, user's request of process different service types is responsible in different service queue groupings, the weight summation of all service queues in each grouping so can be calculated respectively in step 502-1, when calculating the service ability value of each service queue, the ratio of the weight summation of then dividing into groups with weight and its place of each service queue, as the service ability value of described service queue.Accordingly, in step 502-3, according to the size of the service ability value of each service queue, be diverted in the service queue of corresponding grouping according to the type of service of the described user's request be in waiting list.

(2) general strategy

If the distributing strategy obtained in step 501 is general strategy, illustrate that current system is in the state of relative free, the user's number of requests be in waiting list compares less or the promptness requirement of user's request to process is relatively low, general strategy is adopted to shunt in this case, that is: the user be in waiting list request is diverted in each service queue successively, Service Source can be made to obtain impartial utilization, embody homogeneous fairness.Described general strategy is the strategy usually adopted in prior art, repeats no more herein.

Similar with above-mentioned emergency policy, when user's request belongs to different types of service, type of service that each service queue can process is not identical, when this step adopts general strategy shunting user to ask, described user's request can be diverted in each service queue in the grouping corresponding with its type of service successively.

Described above is the method for shunting user's request that the application provides, the method changes prior art and adopts fixing distributing strategy to carry out the present situation shunted, carry out according to the situation of waiting list the distributing strategy that self-adaptative adjustment obtains by obtaining, and according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue, thus can shunt according to different distributing strategies adaptively, especially be applied in online/hot line customer service system, by when designing distributing strategy, include the disposal ability of customer service resource and change in considering scope, can effectively utilize customer service resource, reduce period of reservation of number and service processing time, promote user satisfaction.

In the above-described embodiment, providing a kind of method for shunting user's request, corresponding, the application also provides a kind of device for shunting user's request.Please refer to Fig. 7, the embodiment schematic diagram of its a kind of device for shunting user's request being the application.Because device embodiment is substantially similar to embodiment of the method, so describe fairly simple, relevant part illustrates see the part of embodiment of the method.The device embodiment of following description is only schematic.

A kind of device for shunting user's request of the present embodiment, comprising: adaptive streaming strategy acquiring unit 701, carries out the distributing strategy that self-adaptative adjustment obtains for obtaining according to the situation of waiting list; User asks dividing cell 702, for according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue.

Optionally, described device also comprises:

The regular computing unit of described service ability value comprises:

The embodiment of the present application additionally provides a kind of system for shunting user's request, as shown in Figure 8, this system comprise described in above-described embodiment for adjust distributing strategy device 801, for shunt user's request device 802, for providing waiting list relevant information and serving the service state supervising device 803 of historical data of Energy Resources Service reason user request and waiting list 804 and service queue 805.Each device above-mentioned and waiting list and service queue can be deployed on same computer equipment, such as: on server, also can be deployed in respectively on multiple stage computer equipment, be communicated each other by network interface.Below said apparatus and the queue function realizing native system that how to cooperate is briefly described.

Described waiting list is for depositing user's request to be shunted, described service state supervising device is used for monitoring in real time the state of described waiting list and described service queue, and is responsible for the relevant information of the user's request in record waiting list and the historical data of the Service Source process user corresponding with service queue request; The described device for adjusting distributing strategy, the relevant information of the user's request waiting list is regularly obtained from described service state supervising device, and the distributing strategy that needs to adjust current employing is judged whether according to described information, if needed, after experience one section of lag time, carry out necessary adjustment operation; The described device for shunting user's request, the distributing strategy obtained through self-adaptative adjustment for the device adjusting distributing strategy described in obtaining, and according to described strategy, the user's request in waiting list is diverted in corresponding service queue.

Can be found out by description above, the system for shunting user's request that the application provides, changing prior art can only adopt single distributing strategy to carry out the situation shunted, achieve the self-adaptative adjustment of distributing strategy, that is: under different application scene, adjust distributing strategy in time, automatically, and adopt described distributing strategy to shunt user's request.

In addition, the application also provides the another kind of method for shunting user's request.Please refer to Fig. 9, its another kind provided for the application is for shunting the flow chart of the embodiment of the method for user's request, and the part that the present embodiment is identical with above-described embodiment step repeats no more, below emphasis difference is described.

The another kind that the application provides comprises for the method shunting user's request:

Step 901: the service ability value obtaining each service queue, described service ability value characterizes the power that Service Source process user corresponding to described service queue asks ability.

In an object lesson of the present embodiment, the service ability value of described each service queue, it is the time interval according to presetting, calculate in the following way: for each service queue, obtain the historical data that the Service Source process user corresponding with described service queue asks, and calculate the weight of described service queue according to described historical data; Calculate the weight summation of all service queues; With the weight of each service queue and the ratio of described weight summation, as the service ability value of described service queue.

The historical data of the described Service Source process user corresponding with service queue request comprises: in special time period, process the sum of user's request, total duration of process user request and/or user to the satisfaction evaluation of processing procedure.

Obtain the service ability value of the last each service queue calculated in this step, for the execution of subsequent step 902 is ready.

Step 902: according to the size of the service ability value of each service queue, shunts user's request, user's number of requests of each service queue process and its service ability value is matched.

Size according to the service ability value of each service queue is shunted the user's request be in waiting list, its basic principle is: for the service queue that service ability is strong distributes relatively many user's requests, for the service queue that service ability is weak distributes the user comparing less request, that is the user's number of requests making each service queue be responsible for processing and its service ability value match, thus Service Source can be made to obtain fully, effectively utilizing.

If service queue is divided into multiple service queue grouping, user's request of process different service types is responsible in different service queue groupings, so when shunting user and asking, also needs the problem considering that user's request is consistent with the type of service of service queue.In the above-mentioned object lesson of the present embodiment, the weight summation of all service queues in each grouping is calculated respectively in above-mentioned steps 901, and the ratio of the weight summation of dividing into groups with weight and its place of each service queue, as the service ability value of described service queue; In this step, according to the size of the service ability value of each service queue, be diverted to according to the type of service of user's request in the service queue of corresponding grouping.

In the above-described embodiment, providing the another kind of method for shunting user's request, corresponding, the application also provides the another kind of device for shunting user's request.Please refer to Figure 10, it is that the another kind of the application is for shunting the embodiment schematic diagram of the device of user's request.Because device embodiment is substantially similar to embodiment of the method, so describe fairly simple, relevant part illustrates see the part of embodiment of the method.The device embodiment of following description is only schematic.

The another kind of the present embodiment is for shunting the device of user's request, comprise: service ability value acquiring unit 1001, for obtaining the service ability value of each service queue, described service ability value characterizes the power that Service Source process user corresponding to described service queue asks ability; User asks to shunt performance element 1002, for the size of the service ability value according to each service queue, shunts, user's number of requests of each service queue process and its service ability value are matched to user's request.

Optionally, described device also comprises:

The regular computing unit of described service ability value comprises:

Although the application with preferred embodiment openly as above; but it is not for limiting the application; any those skilled in the art are not departing from the spirit and scope of the application; can make possible variation and amendment, the scope that therefore protection range of the application should define with the application's claim is as the criterion.

In one typically configuration, computing equipment comprises one or more processor (CPU), input/output interface, network interface and internal memory.

Internal memory may comprise the volatile memory in computer-readable medium, and the forms such as random access memory (RAM) and/or Nonvolatile memory, as read-only memory (ROM) or flash memory (flashRAM).Internal memory is the example of computer-readable medium.

1, computer-readable medium comprises permanent and impermanency, removable and non-removable media can be stored to realize information by any method or technology.Information can be computer-readable instruction, data structure, the module of program or other data.The example of the storage medium of computer comprises, but be not limited to phase transition internal memory (PRAM), static RAM (SRAM), dynamic random access memory (DRAM), the random access memory (RAM) of other types, read-only memory (ROM), Electrically Erasable Read Only Memory (EEPROM), fast flash memory bank or other memory techniques, read-only optical disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassette tape, tape magnetic rigid disk stores or other magnetic storage apparatus or any other non-transmitting medium, can be used for storing the information can accessed by computing equipment.According to defining herein, computer-readable medium does not comprise non-temporary computer readable media (transitorymedia), as data-signal and the carrier wave of modulation.

2, it will be understood by those skilled in the art that the embodiment of the application can be provided as method, system or computer program.Therefore, the application can adopt the form of complete hardware embodiment, completely software implementation or the embodiment in conjunction with software and hardware aspect.And the application can adopt in one or more form wherein including the upper computer program implemented of computer-usable storage medium (including but not limited to magnetic disc store, CD-ROM, optical memory etc.) of computer usable program code.

Claims

1. for adjusting a method for distributing strategy, it is characterized in that, comprising:

Obtain the relevant information of the user's request be in waiting list;

2. the method for adjusting distributing strategy according to claim 1, is characterized in that, distributing strategy and the described selected distributing strategy of described current employing comprise respectively: emergency policy or general strategy;

3. the method for adjusting distributing strategy according to claim 2, is characterized in that, the relevant information of described user's request comprises: user's number of request and each user ask corresponding user gradation.

4. according to the arbitrary described method for adjusting distributing strategy of claim 2-3, it is characterized in that, described relevant information of asking according to described user selects distributing strategy to comprise:

If so, using described emergency policy as selected distributing strategy;

If not, using described general strategy as selected distributing strategy.

5. the method for adjusting distributing strategy according to claim 4, it is characterized in that, if the distributing strategy of described current employing is general strategy, before the distributing strategy of described current employing being adjusted to described selected distributing strategy, in the first time period preset, regularly perform following operation:

6. the method for adjusting distributing strategy according to claim 4, it is characterized in that, if the distributing strategy of described current employing is emergency policy, before the distributing strategy of described current employing being adjusted to described selected distributing strategy, within the second time period preset, regularly perform following operation:

7. the method for adjusting distributing strategy according to claim 1, it is characterized in that, according to the time interval preset, the regularly described acquisition of execution is in the step of the relevant information of the user's request in waiting list, described relevant information of asking according to described user selects the step of distributing strategy and the step of described judgement and adjustment distributing strategy.

8. for adjusting a device for distributing strategy, it is characterized in that, comprising:

Described distributing strategy adjustment unit comprises:

9. the device for adjusting distributing strategy according to claim 8, is characterized in that, described distributing strategy selected cell comprises:

10. the device for adjusting distributing strategy according to claim 9, is characterized in that, described distributing strategy adjustment unit also comprises:

11. devices for adjusting distributing strategy according to claim 9, is characterized in that, described distributing strategy adjustment unit also comprises:

12. devices for adjusting distributing strategy according to claim 8, it is characterized in that, described device also comprises:

13. 1 kinds, for shunting the method for user's request, is characterized in that, comprising:

14. methods for shunting user's request according to claim 13, it is characterized in that, described distributing strategy comprises: emergency policy or general strategy.

15. according to claim 13 or 14 for shunt user request method, it is characterized in that, according to the situation of waiting list, self-adaptative adjustment is carried out to distributing strategy and comprise:

Obtain the relevant information of the user's request be in waiting list;

16. methods for shunting user's request according to claim 14, is characterized in that, when described distributing strategy is emergency policy, described according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue, comprises:

17. methods for shunting user's request according to claim 16, is characterized in that, also comprise:

Calculate the weight summation of all service queues;

18. methods for shunting user's request according to claim 17, it is characterized in that, the historical data of the described Service Source process user corresponding with service queue request comprises: in special time period, process the sum of user's request, total duration of process user request and/or user to the satisfaction evaluation of processing procedure.

19. methods for shunting user's request according to claim 17, is characterized in that, described each service queue belongs to a service queue grouping, and user's request of process different service types is responsible in different service queue groupings;

20. methods for shunting user's request according to claim 14, it is characterized in that, when described distributing strategy is general strategy, described according to described distributing strategy, the user be in waiting list request is diverted to corresponding service queue refer to, the user be in waiting list request is diverted in each service queue successively.

21. methods for shunting user's request according to claim 20, is characterized in that, described each service queue belongs to a service queue grouping, and user's request of process different service types is responsible in different service queue groupings;

22. 1 kinds, for shunting the device of user's request, is characterized in that, comprising:

23. devices for shunting user's request according to claim 22, it is characterized in that, the distributing strategy that described adaptive streaming strategy acquiring unit obtains is generated by Developing Tactics unit, and described Developing Tactics unit comprises:

24. devices for shunting user's request according to claim 22, is characterized in that, when the distributing strategy that described adaptive streaming strategy acquiring unit obtains is emergency policy, described user asks dividing cell to comprise:

25. devices for shunting user's request according to claim 24, it is characterized in that, described device also comprises:

The regular computing unit of described service ability value comprises:

26. devices for shunting user's request according to claim 25, is characterized in that, described each service queue belongs to a service queue grouping, and user's request of process different service types is responsible in different service queue groupings;

27. devices for shunting user's request according to claim 22, is characterized in that, when the distributing strategy that described adaptive streaming strategy acquiring unit obtains is general strategy, described user asks dividing cell to comprise:

28. devices for shunting user's request according to claim 27, is characterized in that, described each service queue belongs to a service queue grouping, and user's request of process different service types is responsible in different service queue groupings;

29. 1 kinds, for shunting the system of user's request, is characterized in that, comprising: as the above-mentioned device for adjusting distributing strategy according to claim 8; With

As the above-mentioned device for shunting user's request according to claim 22; With

Service state supervising device, for the relevant information providing the user in waiting list to ask; And

Waiting list and service queue.

30. 1 kinds, for shunting the method for user's request, is characterized in that, comprising:

31. methods for shunting user's request according to claim 30, is characterized in that, also comprise:

Calculate the weight summation of all service queues;

32. methods for shunting user's request according to claim 31, it is characterized in that, the historical data of the described Service Source process user corresponding with service queue request comprises: in special time period, process the sum of user's request, total duration of process user request and/or user to the satisfaction evaluation of processing procedure.

33. methods for shunting user's request according to claim 31, is characterized in that, described each service queue belongs to a service queue grouping, and user's request of process different service types is responsible in different service queue groupings;

34. 1 kinds, for shunting the device of user's request, is characterized in that, comprising:

35. devices for shunting user's request according to claim 34, it is characterized in that, described device also comprises:

The regular computing unit of described service ability value comprises:

36. devices for shunting user's request according to claim 35, is characterized in that, described each service queue belongs to a service queue grouping, and user's request of process different service types is responsible in different service queue groupings;