CN111262894B - Method and device for controlling online consultation user quantity - Google Patents

Method and device for controlling online consultation user quantity Download PDF

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Publication number
CN111262894B
CN111262894B CN201811457909.4A CN201811457909A CN111262894B CN 111262894 B CN111262894 B CN 111262894B CN 201811457909 A CN201811457909 A CN 201811457909A CN 111262894 B CN111262894 B CN 111262894B
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preset
consultation
customer service
service end
session
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CN111262894A (en
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路超男
张志波
陈旭东
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Beijing Didi Infinity Technology and Development Co Ltd
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Beijing Didi Infinity Technology and Development Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L43/00—Arrangements for monitoring or testing data switching networks
    • H04L43/16—Threshold monitoring
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/51—Discovery or management thereof, e.g. service location protocol [SLP] or web services

Abstract

The application relates to the technical field of communication, in particular to a method and a device for controlling online consultation user quantity, wherein the method comprises the following steps: monitoring the number of consultation messages received by a customer service terminal within a preset duration; and controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages. By adopting the scheme, the online consultation user quantity of the customer service end is controlled by combining the quantity of the consultation messages actually received by the customer service end, so that the purpose of ensuring the service quality can be achieved, and the processing efficiency of the customer service end can be improved.

Description

Method and device for controlling online consultation user quantity
Technical Field
The present application relates to the field of communications technologies, and in particular, to a method and an apparatus for controlling an online consultation user volume.
Background
With the rapid development and popularization of the internet, more and more internet products are applied to daily life of people. For example, people can make online shopping through shopping-type application software, and can make online taxi taking through taxi-type application software. Because some problems are inevitably encountered when people use the application software, the application software is generally configured with an online consultation function, and the online consultation service is provided by a customer service end.
At present, when a user needs to consult a problem, a session can be established and a message can be interacted by controlling a client side of the user side and a client side of a customer service side. In order to ensure the service quality of the customer service end, a manager generally configures a maximum user access amount for the customer service end in advance, so as to limit the number of users that can keep the session in the same time for each customer service end. However, since the situation of the consultation problem of each user is different, the method of controlling the access quantity of the users can make the processing efficiency of the customer service end lower.
Disclosure of Invention
In view of this, the embodiments of the present application provide a method and apparatus for controlling online consultation of user volume, so as to improve the processing efficiency of customer service end while ensuring the quality of service as much as possible.
Mainly comprises the following aspects:
in a first aspect, an embodiment of the present application provides a method for controlling an online consultation user quantity, the method including:
monitoring the number of consultation messages received by a customer service terminal within a preset duration;
and controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages.
In a possible implementation manner, monitoring the number of consultation messages received by the customer service end within a preset duration includes:
Monitoring the number of consultation messages received by the customer service end in a preset time period from a service request end; and/or the number of the groups of groups,
and monitoring the quantity of the consultation messages received by the customer service end in the preset duration from the service providing end.
In a possible implementation manner, the controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages includes:
controlling the number of service request terminals establishing session with the customer service terminal according to the number of consultation messages from the service request terminal and the first preset consultation number; and/or the number of the groups of groups,
and controlling the number of the service providing terminals establishing the session with the customer service terminal according to the number of the consultation messages from the service providing terminal and the second preset consultation number.
In a possible embodiment, the first preset number of consultations and/or the second preset number of consultations is determined according to the following steps:
and determining the first preset consultation quantity and/or the second preset consultation quantity according to the attribute information of the customer service side which is updated dynamically.
In a possible implementation manner, the determining the first preset number of consultants and/or the second preset number of consultants according to the attribute information of the customer service side that is updated dynamically includes:
Updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end according to attribute information of the customer service end recorded in the last time period at intervals of preset time periods, and using the updated first preset consultation quantity and/or second preset consultation quantity in the current time period.
In a possible implementation manner, the updating the first preset number of consultations and/or the second preset number of consultations to be configured for the customer service side specifically includes:
calculating an evaluation value for representing the service quality level of the customer service end according to the attribute information of the customer service end recorded in the previous time period;
and updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side according to the calculated evaluation value.
In a possible implementation manner, the updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service side according to the calculated evaluation value specifically includes:
when the calculated evaluation value is larger than a first preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the calculated evaluation value is smaller than a second preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced; or alternatively, the process may be performed,
Determining a difference between the calculated evaluation value and the last calculated evaluation value; when the determined difference is greater than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the determined difference is less than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced.
In a possible embodiment, the method further comprises:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is greater than a third preset value, increasing the first preset consultation number and/or the second preset consultation number configured for all the customer service ends, wherein all the clients comprise the service request end and/or the service providing end.
In a possible embodiment, the method further comprises:
when the ratio of the number of all clients requesting the session to the number of all running customer service ends is larger than a third preset value, selecting customer service ends meeting a first preset condition from all customer service ends according to the attribute information of all customer service ends;
raising the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side meeting the first preset condition;
Wherein, all clients comprise the service request end and/or the service providing end.
In a possible embodiment, the method further comprises:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is smaller than or equal to the third preset value, recovering the first preset consultation number after the rising to the first preset consultation number before the rising, and/or recovering the second preset consultation number after the rising to the second preset consultation number before the rising.
In a possible implementation manner, the attribute information includes at least one of the following:
the working time of the customer service end;
the response speed of the customer service side is determined according to the duration of the customer service side responding to the session message;
and the customer service side receives the user evaluation value.
In a second aspect, the embodiment of the application also provides a device for controlling the online consultation user quantity, which comprises a monitoring module and a control module, wherein,
the monitoring module is used for monitoring the quantity of the consultation messages received by the customer service end within a preset duration;
and the control module is used for controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages.
In one possible design, the monitoring module monitors the number of consultation messages received by the customer service end within a preset duration, and includes:
monitoring the number of consultation messages received by the customer service end in a preset time period from a service request end; and/or the number of the groups of groups,
and monitoring the quantity of the consultation messages received by the customer service end in the preset duration from the service providing end.
In one possible design, the control module is specifically configured to, when controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages:
controlling the number of service request terminals establishing session with the customer service terminal according to the number of consultation messages from the service request terminal and the first preset consultation number; and/or the number of the groups of groups,
and controlling the number of the service providing terminals establishing the session with the customer service terminal according to the number of the consultation messages from the service providing terminal and the second preset consultation number.
In one possible design, the apparatus further comprises:
the determining module is used for determining the first preset consultation quantity and/or the second preset consultation quantity according to the attribute information of the customer service side which is updated dynamically.
In one possible design, the determining module is specifically configured to, when determining the first preset number of consultations and/or the second preset number of consultations according to the attribute information of the customer service side that is dynamically updated:
Updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end according to attribute information of the customer service end recorded in the last time period at intervals of preset time periods, and using the updated first preset consultation quantity and/or second preset consultation quantity in the current time period.
In one possible design, the determining module is specifically configured to, when updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service side:
calculating an evaluation value for representing the service quality level of the customer service end according to the attribute information of the customer service end recorded in the previous time period;
and updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side according to the calculated evaluation value.
In one possible design, the determining module is specifically configured to, when updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service side according to the calculated evaluation value:
when the calculated evaluation value is larger than a first preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the calculated evaluation value is smaller than a second preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced; or alternatively, the process may be performed,
Determining a difference between the calculated evaluation value and the last calculated evaluation value; when the determined difference is greater than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the determined difference is less than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced.
In one possible design, the control module is further configured to:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is greater than a third preset value, increasing the first preset consultation number and/or the second preset consultation number configured for all the customer service ends, wherein all the clients comprise the service request end and/or the service providing end.
In one possible design, the control module is further configured to:
when the ratio of the number of all clients requesting the session to the number of all running customer service ends is larger than a third preset value, selecting customer service ends meeting a first preset condition from all customer service ends according to the attribute information of all customer service ends;
Raising the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side meeting the first preset condition;
wherein, all clients comprise the service request end and/or the service providing end.
In one possible design, the control module is further configured to:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is smaller than or equal to the third preset value, recovering the first preset consultation number after the rising to the first preset consultation number before the rising, and/or recovering the second preset consultation number after the rising to the second preset consultation number before the rising.
In one possible design, the attribute information includes at least one of:
the working time of the customer service end;
the response speed of the customer service side is determined according to the duration of the customer service side responding to the session message;
and the customer service side receives the user evaluation value.
In a third aspect, embodiments of the present application further provide an electronic device, including: a processor, a memory and a bus, the memory storing machine-readable instructions executable by the processor, the processor and the memory in communication via the bus when the electronic device is running, the machine-readable instructions when executed by the processor performing the steps of the method of controlling online consultation of a user quantity described in the first aspect, or any of the possible implementations of the first aspect.
In a fourth aspect, embodiments of the present application further provide a computer readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of the method of controlling online consultation of a user quantity described in the first aspect, or any of the possible implementations of the first aspect.
By adopting the scheme, the online consultation user quantity of the customer service side is controlled by combining the quantity of the consultation messages actually received by the customer service side. When the number of the consultation messages received by the customer service end is large, the online consultation user quantity of the customer service end can be limited, and a few users are allocated to the customer service end, so that the processing pressure of the customer service end can be reduced, and meanwhile, the service quality of the customer service end can be improved; when the number of the consultation messages received by the user is small, the online consultation user quantity of the customer service end can be allowed to be increased, and a plurality of users are allocated to the customer service end, so that the processing efficiency of the customer service end can be improved. Therefore, the method can achieve the purpose of ensuring the service quality and can improve the treatment efficiency of the customer service end.
The foregoing objects, features and advantages of embodiments of the present application will be more readily apparent from the following detailed description of the embodiments taken in conjunction with the accompanying drawings.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are needed in the embodiments will be briefly described below, it being understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered limiting the scope, and that other related drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
Fig. 1 illustrates an applicable application scenario schematic provided in an embodiment of the present application;
FIG. 2 is a flow chart of a method for controlling online consultation of user quantity according to an embodiment of the present application;
fig. 3 is a schematic flow chart of controlling online consultation user quantity of a customer service side according to a second embodiment of the present application;
fig. 4 is a schematic flow chart of controlling online consultation user quantity of a customer service side according to a fourth embodiment of the present application;
FIG. 5 is a schematic structural diagram of an apparatus 50 for controlling an online consultation user quantity according to a sixth embodiment of the present application;
fig. 6 shows a schematic structural diagram of an electronic device 60 according to a sixth embodiment of the present application.
Detailed Description
For the purposes of making the objects, technical solutions and advantages of the embodiments of the present application more clear, the technical solutions of the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is apparent that the described embodiments are only some embodiments of the present application, but not all embodiments. The following detailed description of embodiments of the present application is not intended to limit the scope of the application, as claimed, but is merely representative of selected embodiments of the application. All other embodiments, which can be made by those skilled in the art based on the embodiments of the present application without making any inventive effort, are intended to be within the scope of the present application.
First, application scenarios applicable to the present application will be described. The method and the device can be applied to the scene that the customer service side provides business consultation services for the user. For example, referring to the schematic view of the scenario shown in fig. 1, the scenario includes clients A1 to An, clients B1 to Bm, and a service server on the user side. Specifically, when the user needs to perform service consultation, the client side of the user can send a session establishment request to the service server under the control of the user. After receiving the request for establishing the session, the service server can instruct one or more customer service terminals to establish the session with the client terminal of the user side and perform service consultation according to the working condition of the customer service terminals. One customer service end can establish a session with clients of a plurality of user sides at the same time, so that the customer service end provides business consultation services for a plurality of users at the same time. One client can also establish a session with a plurality of customer service ends to perform different types of business consultation.
The client on the user side may include a service providing end and/or a service requesting end. The service provider is, for example, a terminal used by a user who provides a certain specific service, and the service requester is, for example, a terminal used by a user who requests a certain specific service.
In an example, in a driving service scenario, the service providing end is, for example, a terminal used by a driver, the service requesting end is, for example, a terminal used by a passenger, and when the service providing end provides driving service, the service providing end may consult a customer service end of the driving platform for problems encountered in the process of providing driving service, and when the service requesting end seeks driving service, the service requesting end may consult a customer service end of the driving platform for problems encountered in the process of requesting driving service, and so on.
In another example, in the business scenario of online shopping, the service providing end is, for example, a terminal used by a seller, the service requesting end is, for example, a terminal used by a buyer, and when the service providing end sells goods on the online shopping platform, the service providing end may consult with a customer service end of the online shopping platform for problems encountered in the process of selling goods, and when the service requesting end purchases goods on the online shopping platform, the service requesting end may also consult with a customer service end of the online shopping platform for problems encountered in the process of purchasing goods, and so on.
It should be noted that, in order to ensure the service quality of the customer service end, in the prior art, a maximum user access amount of a client end of a user side capable of maintaining a session in the same time is configured for each customer service end by a manual pre-configuration manner, and when the service server monitors that the user access amount of a certain customer service end reaches the maximum user access amount, the client end of the user side requesting the session can be stopped from being allocated to the customer service end. However, as shown by the analysis of the background art, the existing manual pre-configuration method has the technical problems of low processing efficiency of the customer service end and high manual maintenance cost. Based on the above, the present application provides a method and apparatus for controlling the online consultation user volume, so as to solve the above technical problems.
The method and the device for controlling the online consultation user quantity provided by the application are described in detail below with reference to specific embodiments. It should be noted that, for convenience of distinction and description, a customer service side refers to a customer service client, and a service providing side and/or a service requesting side refers to a customer client accessing a service server and requesting a session. In addition, the service server in the embodiment of the application can manage a plurality of customer service ends, and when describing the mode of controlling the online consultation user quantity of the customer service ends, the method is described by taking a single customer service end used by a single customer service as an example, and for other customer service ends, the online consultation user quantity of other customer service ends can be controlled according to the mode provided by the application.
Example 1
As shown in fig. 2, a method for controlling an online consultation user volume according to an embodiment of the present application includes:
step 201, a service server monitors the number of consultation messages received by a customer service end within a preset duration.
Here, the service server can monitor the number of the consultation messages received by the customer service end in a preset time in real time, so as to determine the service consultation state of the customer service end in time. When the number of the consultation messages received by the customer service end in the preset time is large, the business consultation state of the customer service end can be shown to be busy, otherwise, when the number of the consultation messages received by the customer service end in the preset time is small, the business consultation state of the customer service end can be shown to be not busy.
Step 202, the service server controls the online consultation user quantity of the customer service side according to the quantity of the received consultation messages.
In the embodiment of the application, the number of the consultation messages received by the customer service end in the preset time length can reflect the current consultation quantity of the customer service using the customer service end. In view of the above characteristics, in the embodiment of the present application, the number of the consultation messages received by the customer service end within the preset duration may be used as a reference factor to control the online consultation user quantity of the customer service end.
When the number of the consultation messages received by the customer service end in the preset duration is large, the large consultation quantity processed by the customer service end at present can be indicated, the online consultation user quantity of the customer service end can be limited, and a few users are allocated to the customer service end, so that the processing pressure of the customer service end can be reduced, and meanwhile, the service quality of the customer service end can be improved.
When the number of the consultation messages received by the customer service end in the preset duration is small, the current processing consultation quantity of the customer service end can be indicated to be small, the online consultation user quantity of the customer service end can be allowed to be increased, and a plurality of users are allocated to the customer service end, so that the processing efficiency of the customer service end can be improved.
Example two
In this embodiment of the present application, the users in the service system may include both the users of the service request end and the users of the service providing end, and two cases of controlling the online consultation user quantity of the customer service end are given below, and are shown with reference to fig. 3 and fig. 4:
in view of the manner of controlling the online consultation user quantity of the customer service side in the case that the customer service side provides the online consultation service for the service providing side, referring to fig. 3, the method comprises the following steps:
step 301, a service server monitors the number of consultation messages from a service request end received by a customer service end within a preset duration.
Step 302, the service server controls the number of service request terminals establishing a session with the customer service terminal based on the number of consultation messages from the service request terminals and the first preset consultation number.
In a specific implementation, when the number of the consultation messages from the service request end does not exceed the first preset consultation number, it can be stated that the number of users that the customer service end can provide the online consultation service does not reach the upper limit value yet, in this case, it can be stated that the customer service end can continue to access a new session, so that the service server can allow the service request end requesting the session to establish the session with the customer service end, so that the customer service end provides the online consultation service for the newly accessed service request end, thereby improving the processing efficiency of the customer service end.
When the number of the consultation messages from the service request end exceeds the first preset consultation number, it can be stated that the number of users that the customer service end can provide online consultation services exceeds the upper limit value, and in this case, the service request end for requesting the session can no longer be allocated to the customer service end used by the customer service end, so as to ensure the service quality of the customer service end.
In view of the manner of controlling the online consultation user quantity of the customer service end in the case that the customer service end provides the online consultation service to the service request end, referring to fig. 4, the method comprises the following steps:
step 401, a service server monitors the number of consultation messages from a service provider received by a customer service end within a preset duration.
Step 402, the service server controls the number of service providers establishing a session with the customer service based on the number of consultation messages from the service providers and the second preset consultation number.
In a specific implementation, when the number of the consultation messages from the service providing end does not exceed the second preset consultation number, it can be stated that the number of users that the customer service end can provide the online consultation service does not reach the upper limit value yet, in this case, it can be stated that the customer service end can continue to access a new session, so that the service server can allow the service providing end requesting the session to establish the session with the customer service end, so that the customer service end provides the online consultation service for the newly accessed service providing end, thereby improving the processing efficiency of the customer service end.
When the number of the consultation messages from the service providing end exceeds the second preset consultation number, it can be stated that the number of users that the customer service end can provide the online consultation service exceeds the upper limit value, in this case, the service providing end requesting the session can be forbidden to be allocated to the customer service end used by the customer service end, so as to ensure the service quality of the customer service end.
In specific implementation, the ways of controlling the online consultation user quantity of the customer service end shown in fig. 3 and fig. 4 may be combined, that is, the service server may control the number of service providing ends for establishing a session with the customer service end, or may control the number of service requesting ends for establishing a session with the customer service end.
It should be understood that, the service server described in the present application allows the service request end and/or the service providing end to establish a session with the customer service end, which means that the customer service end may continue to access a new session before the present application, but does not mean that the service server must assign the service request end and/or the service providing end to the customer service end. For example, in practical application, if three customer service ends in customer service ends managed by the current service server can all continue to access a new session, the service server may randomly allocate a service request end and/or a service providing end to any one of the three customer service ends, or select one customer service end from the three customer service ends according to a preset rule, and allocate the service request end and/or the service providing end to the selected customer service end.
It should be understood that, in this application, the service server prohibits the service request end and/or the service providing end from establishing a session with the customer service end, which means that the customer service end has no ability to continue to access to a new session at present, and the service request end and/or the service providing end temporarily cannot establish a session with the customer service end, but may still allow the service request end and/or the service providing end to establish a session with the customer service end when the customer service end has the ability to continue to access to the new session. And, although the service request end and/or the service providing end can not establish the session with the customer service end temporarily, the service server can also distribute the service request end and/or the service providing end to other customer service ends with the ability to access the new session, so as to ensure that the user using the service request end and/or the service providing end can normally perform online consultation as much as possible.
In this embodiment of the present application, the first preset number of consultations and the second preset number of consultations may be the same or different. In an example, the service server may configure the first preset number of consultations and the second preset number of consultations by counting the number of consultation messages from the service provider and the number of consultation messages from the service requester during the historical period.
In one possible implementation manner, the first preset number of consultations and the second preset number of consultations in the initial state may be set according to an experience value, and in the process of executing the application, the first preset number of consultations and the second preset number of consultations may be dynamically adjusted according to attribute information of a customer service end. The attribute information of the customer service side can be understood as an index for evaluating the quality of service level of the customer service side when the customer service side processes the online consultation service.
Specifically, attribute information of each customer service end is recorded in the service server, and the service server can update the attribute information of each customer service end every other preset time period according to the attribute information of each customer service end, so as to adjust the first preset consultation quantity and/or the second preset consultation quantity corresponding to each customer service end according to the attribute information of each customer service end.
Through the method, the first preset consultation quantity and/or the second preset consultation quantity are dynamically configured for each customer service end in a personalized manner, so that the first preset consultation quantity and/or the second preset consultation quantity can be more attached to the actual processing capacity of each customer service end, and further the first preset consultation quantity and/or the second preset consultation quantity are used for controlling the online consultation user quantity of the customer service end, and the processing efficiency of the customer service end can be better improved.
The attribute information of the customer service side may include one or more of the following information, for example: the service end working time, the service end response speed and the service end user evaluation value.
The working time of the customer service end can be the total time of the customer service end for processing the online consultation service, and the total time can be directly monitored and recorded by the service server or can be periodically reported to the service server after being monitored and recorded by the customer service end.
The response speed of the client may be determined by the service server according to the duration of the client responding to the session message from the second client, for example, an average value of the response speeds determined according to the duration of each session message, etc.
The user evaluation value of the customer service end can be an evaluation score uploaded to the service server by the service request end and/or the service providing end when each consultation service is completed. For example, the service request end and/or the service providing end may upload the user evaluation value input by the user to the service server, and the service server may count, at intervals, an average value of the evaluation scores submitted during the period as the user evaluation value of the customer service end.
Of course, the attribute information of the customer service side in the embodiment of the present application is not limited to the above several types, and may be configured according to actual requirements in practical application.
By adopting the mode, the online consultation user quantity of the customer service end is controlled by combining the actual conversation condition between the customer service end and the user, so that the purpose of ensuring the service quality can be achieved, and the processing efficiency of the customer service end can be improved. In addition, the first preset consultation quantity and/or the second preset consultation quantity provided by the embodiment of the application are dynamically generated by the server according to the attribute information of the customer service end which is dynamically updated, compared with a manual pre-configuration mode, the manual cost can be saved, the configured first preset consultation quantity and/or second preset consultation quantity can be more accurately attached to the processing capacity of each customer service end, and therefore the processing efficiency of the customer service end can be improved.
Example III
In the second embodiment, it is pointed out that the service server may dynamically adjust the first preset number of consultations and/or the second preset number of consultations according to the attribute information of the customer service side that is dynamically updated. In the third embodiment, a manner of dynamically adjusting the first preset number of consultations and/or the second preset number of consultations is described in connection with a specific embodiment.
In this embodiment of the present application, the first preset number of consultations and/or the second preset number of consultations configured for the customer service end may be updated at intervals of a preset time period according to attribute information of the customer service end recorded in a previous time period, and the updated first preset number of consultations and/or the updated second preset number of consultations are used in the current time period. The value of the preset time period can be configured according to actual requirements under different service scenarios, for example, in a service scenario with higher requirements on accuracy and instantaneity, the preset time period can be set to a smaller value, for example, the first preset consultation quantity and/or the second preset consultation quantity are updated every 10 minutes according to the above manner.
In a possible implementation manner, an evaluation value for representing the service quality level of the customer service end may be calculated according to the attribute information of the customer service end recorded in the previous time period, and then updated to the first preset number of consultations and/or the second preset number of consultations configured by the customer service end according to the calculated evaluation value.
In an example, the manner of calculating the evaluation value for characterizing the service quality level of the customer service end is as follows: assuming that the attribute information of the customer service end comprises an attribute A, an attribute B and an attribute C, weight values can be respectively allocated to the attribute A, the attribute B and the attribute C, then the attribute values corresponding to the attribute A, the attribute B and the attribute C are respectively multiplied by the weight values corresponding to the attribute A, the attribute B and the attribute C, and further the evaluation value for representing the service quality level of the customer service end can be obtained through summation. The attribute values corresponding to different types of attributes can be normalized first before calculation and converted into values on the same magnitude. For example, the attribute a is the working time of the customer service end, the attribute value corresponding to the attribute a is 2 years, the attribute B is the response speed of the customer service end, the attribute value corresponding to the attribute B is replied once in 1 minute, the attribute C is the user evaluation value of the customer service end, and the attribute value corresponding to the attribute C is 80 minutes, wherein the weights corresponding to the three attributes are 0.2, 0.4 and 0.4 respectively. Further, assuming that the percentage is used as a standard, firstly, the attribute values corresponding to the attributes are normalized to obtain an attribute value corresponding to the attribute a of 70 minutes, an attribute value corresponding to the attribute B of 80 minutes and an attribute value corresponding to the attribute C of 80 minutes, and then the evaluation value is 78 minutes through weight summation (the specific operation process is 70 x 0.2+80 x 0.4+80 x 0.4=78).
In specific implementation, the method for updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side according to the calculated evaluation value is as follows:
mode one: when the calculated evaluation value is larger than a first preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the calculated evaluation value is smaller than a second preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced. The first preset value and the second preset value may be configured according to actual requirements, and may be the same or different, which is not limited in this application. If the two values are different, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end can not be updated when the calculated evaluation value is determined to be between the first preset value and the second preset value.
Mode two: a difference between the calculated evaluation value and the last calculated evaluation value is determined. When the determined difference is greater than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side are increased, and when the determined difference is less than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side are reduced.
Further, a manner of determining the increase amount or decrease amount of the first preset number of consultations and/or the second preset number of consultations will be described by way of example. In an example, an absolute value of a difference between the evaluation value and the first preset value (or the second preset value) may be calculated, and the rise (or the fall) may be determined based on the calculated absolute value of the difference.
Specifically, the adjustment rules of the first preset consultation quantity and/or the second preset consultation quantity may be preconfigured, for example, the adjustment rules are shown in the following table 1:
TABLE 1
Figure BDA0001888090270000161
Figure BDA0001888090270000171
Wherein the absolute value of the calculated difference shown in table 1 is a number greater than or equal to zero, and the rise amount and the fall amount are positive integers. The calculated absolute value of the difference value falls within different intervals, and the rise amount (or the fall amount) is different. For example, in combination with the adjustment rule shown in table 1, if the absolute value of the difference between the calculated evaluation value and the value of the first preset value is [ 0,5 ], the first threshold value may be raised by 1, and if the absolute value of the difference between the calculated evaluation value and the value of the second preset value is [ 0,5 ], the first threshold value may be lowered by 1.
In the second mode, the increase or decrease of the first preset number of consultations and/or the second preset number of consultations may be determined by referring to the above example, and will not be described in detail herein.
In addition, for some special business scenarios, the first preset consultation quantity and/or the second preset consultation quantity can be adjusted according to the actual requirement of the online consultation. For example, in a business scenario in which the online consultation volume of the user is in a peak period, the business server can appropriately raise the first preset consultation volume and/or the second preset consultation volume configured for the customer service end, so as to increase the user access volume of the online consultation service, reduce waiting time of queuing access session of the user as much as possible, and achieve the purpose of improving the user experience.
In a specific implementation, the service server may monitor the number of all clients running and the number of all clients currently requesting a session in real time. Wherein, all clients comprise a service request end and/or a service providing end. When the ratio of the number of all clients requesting the session to the number of all running customer service ends is greater than a third preset value, it may be reflected that the current online consultation quantity of the user is in a peak period, and in this case, the manner of increasing the first preset consultation quantity and/or the second preset consultation quantity may be:
mode one: the service server can raise the first preset consultation quantity configured for all customer service ends and/or the second preset consultation quantity.
Mode two: the service server can select customer service ends meeting the first preset condition from all customer service ends according to the attribute information of all customer service ends, so that the number of the first preset consultation and/or the number of the second preset consultation configured for the customer service ends meeting the first preset condition are increased.
Specifically, the service server may calculate, according to attribute information of all customer service ends, an evaluation value of each customer service end for characterizing a service quality level of the customer service end. And selecting customer service ends meeting the first preset condition from all the customer service ends according to the evaluation values corresponding to all the customer service ends. The first preset condition may be configured such that the evaluation value is greater than a certain set value, for example.
For example, assuming that all customer service terminals include 10 customer service terminals identified as 1 to 10, their corresponding evaluation values are 70, 82, 90, 80, 67, 75, 85, 90, 85, 78, respectively, if the first preset condition is configured to be greater than or equal to 80, 6 customer service terminals can be selected from the 10 customer service terminals, and the 6 customer service terminals can be regarded as customer service terminals with higher service quality level, so that the first preset consultation number and/or the second preset consultation number of the 6 customer service terminals can be improved, so that the service quality of the customer service terminals is ensured, and the processing efficiency of the customer service terminals is improved.
In addition, in practical application, the first preset consultation quantity and/or the second preset consultation quantity of the customer service end with higher evaluation value can be set higher according to the evaluation value, and the first preset consultation quantity and/or the second preset consultation quantity of the customer service end with lower evaluation value can be set lower according to the evaluation value. Or, the rising amount of the first preset consultation quantity and/or the second preset consultation quantity can be configured according to the actual requirement in the service scene, for example, when the difference between the ratio of the quantity of all clients requesting the session to the quantity of all running customer service ends and the third preset value is larger, that is, the online consultation quantity of the user is larger, and when the peak period is more severe, the rising amount of the first preset consultation quantity and/or the second preset consultation quantity can be appropriately higher, otherwise, the rising amount of the first preset consultation quantity and/or the second preset consultation quantity can be appropriately lower.
Of course, in practical application, a manner of adjusting the first preset number of consultants and the second preset number of consultants may be respectively formulated for the service providing end and the service requesting end, which is not limited in this application.
According to the first mode, the first preset consultation quantity and/or the second preset consultation quantity of all customer service ends can be directly increased, and the service processor has the advantages that the processing process is simpler, and the processing time is saved. In the second mode, the first preset consultation quantity and/or the second preset consultation quantity of some high-quality customer service terminals can be selectively increased by combining the service quality level of the customer service terminals, so that the service quality of the customer service terminals can be better considered. In practical application, which of the two modes is applied can be selected according to practical requirements, and the application is not limited to the two modes.
In addition, when the ratio of the number of all clients requesting the session to the number of all running customer service ends is smaller than or equal to the third preset value, it may be reflected that the online consultation volume of the current user is not already in the peak period, where the service server may further restore the first preset consultation volume after the rising to the first preset consultation volume before the rising, and/or restore the second preset consultation volume after the rising to the second preset consultation volume before the rising, so as to achieve the purpose of improving the service quality of the customer service ends.
In the embodiment of the application, the online consultation user quantity of the customer service end is controlled by combining the actual session condition between the customer service end and the user, so that the purpose of ensuring the service quality can be achieved, and the processing efficiency of the customer service end can be improved. In addition, the embodiment of the application can also be combined with a specific service scene, and the first preset consultation quantity and/or the second preset consultation quantity are dynamically adjusted according to the fact that the service consultation quantity is in a peak period or a low peak period, so that compared with a manual preset mode, the cost can be saved, the configured first preset consultation quantity and/or second preset consultation quantity can be more accurately attached to the processing capacity of each customer service end, and the processing efficiency of the customer service end can be improved.
Based on the same technical concept, the embodiment of the application also provides a device for controlling the online consultation user quantity, which corresponds to the method for controlling the online consultation user quantity.
Example IV
As shown in fig. 5, a schematic structural diagram of an apparatus 50 for controlling an online consultation user quantity according to a fourth embodiment of the present application includes: a monitoring module 51 and a control module 52; wherein, the liquid crystal display device comprises a liquid crystal display device,
the monitoring module 51 is configured to monitor the number of consultation messages received by the customer service end within a preset duration;
and the control module 52 is configured to control an online consultation user quantity of the customer service side according to the received quantity of the consultation messages.
In one possible design, the monitoring module 51 monitors the number of consultation messages received by the customer service end within a preset duration, and includes:
monitoring the number of consultation messages received by the customer service end in a preset time period from a service request end; and/or the number of the groups of groups,
and monitoring the quantity of the consultation messages received by the customer service end in the preset duration from the service providing end.
In one possible design, the control module 52 is specifically configured to, when controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages:
controlling the number of service request terminals establishing session with the customer service terminal according to the number of consultation messages from the service request terminal and the first preset consultation number; and/or the number of the groups of groups,
And controlling the number of the service providing terminals establishing the session with the customer service terminal according to the number of the consultation messages from the service providing terminal and the second preset consultation number.
In one possible design, the apparatus further comprises:
the determining module 53 is configured to determine the first preset number of consultations and/or the second preset number of consultations according to the attribute information of the customer service side that is dynamically updated.
In one possible design, the determining module 53 is specifically configured to, when determining the first preset number of consultations and/or the second preset number of consultations according to the attribute information of the customer service side that is dynamically updated:
updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end according to attribute information of the customer service end recorded in the last time period at intervals of preset time periods, and using the updated first preset consultation quantity and/or second preset consultation quantity in the current time period.
In a possible design, the determining module 53 is specifically configured to, when updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service end:
Calculating an evaluation value for representing the service quality level of the customer service end according to the attribute information of the customer service end recorded in the previous time period;
and updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side according to the calculated evaluation value.
In a possible design, the determining module 53 is specifically configured to, when updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service side according to the calculated evaluation value:
when the calculated evaluation value is larger than a first preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the calculated evaluation value is smaller than a second preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced; or alternatively, the process may be performed,
determining a difference between the calculated evaluation value and the last calculated evaluation value; when the determined difference is greater than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the determined difference is less than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced.
In one possible design, the control module 52 is further configured to:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is greater than a third preset value, increasing the first preset consultation number and/or the second preset consultation number configured for all the customer service ends, wherein all the clients comprise the service request end and/or the service providing end.
In one possible design, the control module 52 is further configured to:
when the ratio of the number of all clients requesting the session to the number of all running customer service ends is larger than a third preset value, selecting customer service ends meeting a first preset condition from all customer service ends according to the attribute information of all customer service ends;
raising the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side meeting the first preset condition;
wherein, all clients comprise the service request end and/or the service providing end.
In one possible design, the control module 52 is further configured to:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is smaller than or equal to the third preset value, recovering the first preset consultation number after the rising to the first preset consultation number before the rising, and/or recovering the second preset consultation number after the rising to the second preset consultation number before the rising.
In one possible design, the attribute information includes at least one of:
the working time of the customer service end;
the response speed of the customer service side is determined according to the duration of the customer service side responding to the session message;
and the customer service side receives the user evaluation value.
In this embodiment of the present application, specific functions and interaction manners of the foregoing modules may be referred to the descriptions of the foregoing method embodiments, which are not repeated herein.
According to the device provided by the embodiment of the application, the online consultation user quantity of the customer service side is controlled by combining the quantity of the consultation messages actually received by the customer service side. When the number of the consultation messages received by the customer service end is large, the online consultation user quantity of the customer service end can be limited, and a few users are allocated to the customer service end, so that the processing pressure of the customer service end can be reduced, and meanwhile, the service quality of the customer service end can be improved; when the number of the consultation messages received by the user is small, the online consultation user quantity of the customer service end can be allowed to be increased, and a plurality of users are allocated to the customer service end, so that the processing efficiency of the customer service end can be improved. Therefore, the method can achieve the purpose of ensuring the service quality and can improve the treatment efficiency of the customer service end.
Example five
Based on the same technical concept, the embodiment of the application also provides electronic equipment. Referring to fig. 6, a schematic structural diagram of an electronic device 60 according to an embodiment of the present application includes a processor 61, a memory 62, and a bus 63. Wherein the memory 62 is used for storing execution instructions, including a memory 621 and an external memory 622; the memory 621 is also referred to as an internal memory, and is used for temporarily storing operation data in the processor 61 and data exchanged with the external memory 622 such as a hard disk, the processor 61 exchanges data with the external memory 622 through the memory 621, and when the computer device 60 is running, the processor 61 and the memory 62 communicate with each other through the bus 63, so that the processor 61 executes the following instructions:
monitoring the number of consultation messages received by a customer service terminal within a preset duration;
and controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages.
In a possible implementation manner, the processor 61 may perform the following operations when monitoring the number of consultation messages received by the customer service end within a preset duration:
monitoring the number of consultation messages received by the customer service end in a preset time period from a service request end; and/or the number of the groups of groups,
And monitoring the quantity of the consultation messages received by the customer service end in the preset duration from the service providing end.
In a possible implementation manner, the processor 61 may perform the following operations when controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages:
controlling the number of service request terminals establishing session with the customer service terminal according to the number of consultation messages from the service request terminal and the first preset consultation number; and/or the number of the groups of groups,
and controlling the number of the service providing terminals establishing the session with the customer service terminal according to the number of the consultation messages from the service providing terminal and the second preset consultation number.
In a possible implementation, the processor 61 may determine the first preset number of consultations and/or the second preset number of consultations according to:
and determining the first preset consultation quantity and/or the second preset consultation quantity according to the attribute information of the customer service side which is updated dynamically.
In a possible implementation manner, when determining the first preset number of consultations and/or the second preset number of consultations according to the attribute information of the customer service side that is dynamically updated, the processor 61 may perform the following operations:
Updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end according to attribute information of the customer service end recorded in the last time period at intervals of preset time periods, and using the updated first preset consultation quantity and/or second preset consultation quantity in the current time period.
In a possible implementation manner, when the first preset number of consultations and/or the second preset number of consultations configured for the customer service end are updated, the processor 61 may perform the following operations:
calculating an evaluation value for representing the service quality level of the customer service end according to the attribute information of the customer service end recorded in the previous time period;
and updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side according to the calculated evaluation value.
In a possible implementation manner, when updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service side according to the calculated evaluation value, the processor 61 may perform the following operations:
when the calculated evaluation value is larger than a first preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the calculated evaluation value is smaller than a second preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced; or alternatively, the process may be performed,
Determining a difference between the calculated evaluation value and the last calculated evaluation value; when the determined difference is greater than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the determined difference is less than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced.
In a possible implementation, the processor 61 may further perform the following operations:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is greater than a third preset value, increasing the first preset consultation number and/or the second preset consultation number configured for all the customer service ends, wherein all the clients comprise the service request end and/or the service providing end.
In a possible implementation, the processor 61 may further perform the following operations:
when the ratio of the number of all clients requesting the session to the number of all running customer service ends is larger than a third preset value, selecting customer service ends meeting a first preset condition from all customer service ends according to the attribute information of all customer service ends;
Raising the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side meeting the first preset condition;
wherein, all clients comprise the service request end and/or the service providing end.
In a possible implementation, the processor 61 may further perform the following operations:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is smaller than or equal to the third preset value, recovering the first preset consultation number after the rising to the first preset consultation number before the rising, and/or recovering the second preset consultation number after the rising to the second preset consultation number before the rising.
In a possible implementation manner, the attribute information includes at least one of the following:
the working time of the customer service end;
the response speed of the customer service side is determined according to the duration of the customer service side responding to the session message;
and the customer service side receives the user evaluation value.
In the embodiment of the present application, the specific processing procedure of the processor 61 may be referred to the description of the embodiment of the method, and will not be repeated herein.
According to the electronic equipment provided by the embodiment of the application, the online consultation user quantity of the customer service side is controlled by combining the quantity of the consultation messages actually received by the customer service side. When the number of the consultation messages received by the customer service end is large, the online consultation user quantity of the customer service end can be limited, and a few users are allocated to the customer service end, so that the processing pressure of the customer service end can be reduced, and meanwhile, the service quality of the customer service end can be improved; when the number of the consultation messages received by the user is small, the online consultation user quantity of the customer service end can be allowed to be increased, and a plurality of users are allocated to the customer service end, so that the processing efficiency of the customer service end can be improved. Therefore, the method can achieve the purpose of ensuring the service quality and can improve the treatment efficiency of the customer service end.
Example six
A sixth embodiment of the present application also provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of a method of controlling an online consultation user quantity.
Specifically, the storage medium can be a general storage medium, such as a mobile disk, a hard disk, and the like, and when the computer program on the storage medium is run, the method for controlling the online consultation user quantity can be executed, so that the problem that the processing efficiency of the customer service end is low due to the mode of controlling the user access quantity in the existing mode is solved.
The computer program product for controlling the method for online consultation of user quantity provided in the embodiments of the present application includes a computer readable storage medium storing program code, and the instructions included in the program code may be used to execute the method in the foregoing method embodiment, and specific implementation may refer to the method embodiment and will not be described herein.
It will be clear to those skilled in the art that, for convenience and brevity of description, specific working procedures of the above-described system and apparatus may refer to corresponding procedures in the foregoing method embodiments, which are not described herein again.
The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a computer-readable storage medium. Based on such understanding, the technical solution of the present application may be embodied essentially or in a part contributing to the prior art or in a part of the technical solution, in the form of a software product stored in a storage medium, including several instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the methods of the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a random access Memory (RAM, random Access Memory), a magnetic disk, or an optical disk, or other various media capable of storing program codes.
The foregoing is merely specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily think about changes or substitutions within the technical scope of the present application, and the changes or substitutions are intended to be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.

Claims (24)

1. A method of controlling an online consultation user quantity, the method comprising:
monitoring the number of consultation messages received by a customer service terminal within a preset duration;
determining the preset consultation quantity through the attribute information of the customer service end which is dynamically updated; updating the preset consultation quantity through the ratio of the quantity of all clients requesting the session to the quantity of all running customer service ends;
and controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages and the updated preset consultation quantity.
2. The method of claim 1, wherein monitoring the number of advisory messages received by the customer service for a predetermined period of time comprises:
monitoring the number of consultation messages received by the customer service end in a preset time period from a service request end; and/or the number of the groups of groups,
And monitoring the quantity of the consultation messages received by the customer service end in the preset duration from the service providing end.
3. The method of claim 2, wherein the controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages and the updated preset consultation quantity comprises:
controlling the number of service request terminals establishing session with the customer service terminal according to the number of consultation messages from the service request terminal and the first preset consultation number; and/or the number of the groups of groups,
and controlling the number of the service providing terminals establishing the session with the customer service terminal according to the number of the consultation messages from the service providing terminal and the second preset consultation number.
4. The method of claim 3, wherein the first preset number of consultations and/or the second preset number of consultations is determined according to the steps of:
and determining the first preset consultation quantity and/or the second preset consultation quantity according to the attribute information of the customer service side which is updated dynamically.
5. The method of claim 4, wherein determining the first preset number of consultations and/or the second preset number of consultations according to the attribute information of the customer service side that is dynamically updated comprises:
Updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end according to attribute information of the customer service end recorded in the last time period at intervals of preset time periods, and using the updated first preset consultation quantity and/or second preset consultation quantity in the current time period.
6. The method of claim 5, wherein updating the first preset number of consultations and/or the second preset number of consultations to be configured for the customer service side specifically includes:
calculating an evaluation value for representing the service quality level of the customer service end according to the attribute information of the customer service end recorded in the previous time period;
and updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side according to the calculated evaluation value.
7. The method of claim 6, wherein updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service side according to the calculated evaluation value specifically includes:
when the calculated evaluation value is larger than a first preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the calculated evaluation value is smaller than a second preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced; or alternatively, the process may be performed,
Determining a difference between the calculated evaluation value and the last calculated evaluation value; when the determined difference is greater than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the determined difference is less than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced.
8. The method of claim 3, wherein the updating the preset consultation quantity by a ratio of a number of all clients requesting the session to a number of all clients running comprises:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is greater than a third preset value, increasing the first preset consultation number and/or the second preset consultation number configured for all the customer service ends, wherein all the clients comprise the service request end and/or the service providing end.
9. The method of claim 3, wherein the updating the preset consultation quantity by a ratio of a number of all clients requesting the session to a number of all clients running comprises:
When the ratio of the number of all clients requesting the session to the number of all running customer service ends is larger than a third preset value, selecting customer service ends meeting a first preset condition from all customer service ends according to the attribute information of all customer service ends;
raising the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side meeting the first preset condition;
wherein, all clients comprise the service request end and/or the service providing end.
10. The method of claim 8 or 9, wherein the method further comprises:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is smaller than or equal to the third preset value, recovering the first preset consultation number after the rising to the first preset consultation number before the rising, and/or recovering the second preset consultation number after the rising to the second preset consultation number before the rising.
11. The method of any of claims 4 to 9, wherein the attribute information includes at least one of:
the working time of the customer service end;
The response speed of the customer service side is determined according to the duration of the customer service side responding to the session message;
and the customer service side receives the user evaluation value.
12. An apparatus for controlling an online consultation user quantity, the apparatus comprising:
the monitoring module is used for monitoring the quantity of the consultation messages received by the customer service end within a preset duration;
the control module is used for determining the preset consultation quantity through the attribute information of the customer service end which is updated dynamically; updating the preset consultation quantity through the ratio of the quantity of all clients requesting the session to the quantity of all running customer service ends; and controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages and the updated preset consultation quantity.
13. The apparatus of claim 12, wherein the monitoring module monitors the number of consultation messages received by the customer service end within a preset time period, and includes:
monitoring the number of consultation messages received by the customer service end in a preset time period from a service request end; and/or the number of the groups of groups,
and monitoring the quantity of the consultation messages received by the customer service end in the preset duration from the service providing end.
14. The apparatus of claim 13, wherein the control module is configured to, when controlling the online consultation user quantity of the customer service side according to the received quantity of the consultation messages and the updated preset consultation quantity:
controlling the number of service request terminals establishing session with the customer service terminal according to the number of consultation messages from the service request terminal and the first preset consultation number; and/or the number of the groups of groups,
and controlling the number of the service providing terminals establishing the session with the customer service terminal according to the number of the consultation messages from the service providing terminal and the second preset consultation number.
15. The apparatus of claim 14, wherein the apparatus further comprises:
the determining module is used for determining the first preset consultation quantity and/or the second preset consultation quantity according to the attribute information of the customer service side which is updated dynamically.
16. The apparatus of claim 15, wherein the determining module is specifically configured to, when determining the first preset number of consultants and/or the second preset number of consultants according to the attribute information of the customer service side that is dynamically updated:
updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end according to attribute information of the customer service end recorded in the last time period at intervals of preset time periods, and using the updated first preset consultation quantity and/or second preset consultation quantity in the current time period.
17. The apparatus of claim 16, wherein the determining module is specifically configured to, when updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service side:
calculating an evaluation value for representing the service quality level of the customer service end according to the attribute information of the customer service end recorded in the previous time period;
and updating the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side according to the calculated evaluation value.
18. The apparatus of claim 17, wherein the determining module is configured to, when updating the first preset number of consultations and/or the second preset number of consultations configured for the customer service according to the calculated evaluation value:
when the calculated evaluation value is larger than a first preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the calculated evaluation value is smaller than a second preset value, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced; or alternatively, the process may be performed,
Determining a difference between the calculated evaluation value and the last calculated evaluation value; when the determined difference is greater than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are increased, and when the determined difference is less than zero, the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service end are reduced.
19. The apparatus of claim 14, wherein the control module is further to:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is greater than a third preset value, increasing the first preset consultation number and/or the second preset consultation number configured for all the customer service ends, wherein all the clients comprise the service request end and/or the service providing end.
20. The apparatus of claim 14, wherein the control module is further to:
when the ratio of the number of all clients requesting the session to the number of all running customer service ends is larger than a third preset value, selecting customer service ends meeting a first preset condition from all customer service ends according to the attribute information of all customer service ends;
Raising the first preset consultation quantity and/or the second preset consultation quantity configured for the customer service side meeting the first preset condition;
wherein, all clients comprise the service request end and/or the service providing end.
21. The apparatus of claim 19 or 20, wherein the control module is further configured to:
and when the ratio of the number of all clients requesting the session to the number of all running customer service ends is smaller than or equal to the third preset value, recovering the first preset consultation number after the rising to the first preset consultation number before the rising, and/or recovering the second preset consultation number after the rising to the second preset consultation number before the rising.
22. The apparatus of any of claims 15 to 20, wherein the attribute information comprises at least one of:
the working time of the customer service end;
the response speed of the customer service side is determined according to the duration of the customer service side responding to the session message;
and the customer service side receives the user evaluation value.
23. An electronic device, comprising: a processor, a memory and a bus, said memory storing machine readable instructions executable by said processor, said processor and said memory communicating over the bus when the electronic device is running, said machine readable instructions when executed by said processor performing the steps of the method of controlling an online consultation user quantity according to any of claims 1 to 11.
24. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a computer program which, when executed by a processor, performs the steps of the method of controlling an online consultation user quantity according to any of the claims 1 to 11.
CN201811457909.4A 2018-11-30 2018-11-30 Method and device for controlling online consultation user quantity Active CN111262894B (en)

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