CN1924910A

CN1924910A - Method for realizing client reservation and queuing-reservation quenching robot

Info

Publication number: CN1924910A
Application number: CNA2005100979821A
Authority: CN
Inventors: 艾岩
Original assignee: Individual
Current assignee: Individual
Priority date: 2005-09-02
Filing date: 2005-09-02
Publication date: 2007-03-07

Abstract

This invention relates to computer application and management field and to one service industry to provide proper distribution of customer to contract line waiting time. In real time, due to the service materials of provider, customers achieve service spot and usually need longer waiting time hoping the shorter time to know the proper time in advance.

Description

A kind of method-appointment and queuing robot that realizes client's appointment and queuing

Technical field

The present invention relates to computer utility and service management domain, specifically, be that a kind of service provider utilizes software, hardware facility, preengage the available service resource and the queuing situation of application information and service location according to the client, suitably constantly enter formation by system at one, the method that replaces the client to rank is called the appointment and queuing robot.

Background technology

Along with the development of society, people's work and rhythm of life are constantly accelerated, to the also constantly increase of demand of service.How effectively saving client's quality time, improve efficiency of service, strengthen client's service experience, is the significant challenge that service industry faces.But the situation of reality is:

One,, after the client arrives service location, often need wait in line the long time because service provider's Service Source (attendant, facility etc.) is limited; The client is not fully utilized the travel time, causes the temporal waste of client; And concerning the client, always wish that the time wait in line is short more good more, preferably can know in advance when set out optimum.

Two, some service provider provides subscription services at present, but still have a lot of problems, mainly shows: 1) can not provide the same day subscription services; 2) client can only preengage the finite time section, is unfavorable for that the client arranges stroke, and causes reservation congested easily; 3) can only stationary window provide service or reservation client to arrive for the reservation client after, jump the queue by force, cause the wasting of resources, efficiency of service low, or cause problems such as other clients are discontented easily.

The present invention is conceived to solve the client shortening is waited in line the time, rationally arranged the requirement of self stroke, and the provider of helping service simultaneously makes full use of Service Source, improves efficiency of service, and this present just subscription services mode institute is unapproachable.

Summary of the invention

The invention provides a kind of service provider and provide when service for its client, the effective and reasonable arrangement of help client is set out and is arrived, shortens the custom queueing method of waiting time, promptly before the reservation client arrives, preengage the available service resource and the queuing situation of application information and service location according to the client by the appointment and queuing robot, select one suitably constantly to enter formation, replace the client to rank, make full use of Service Source and provide the purpose of fair, good service experience to reach, thereby improve customer satisfaction with services and loyalty to the client.

The client need arrive service provider's service location transacting business, when accepting service, can propose reserve requests to the appointment and queuing robot by following means:

● dial service provider's customer service call (as China Mobile 1860 etc.)

● by the reservation page on the Internet access service provider website

● preengage the page or send note with the palm service of WAP mode access services provider by mobile phone, trigger the service provider and preengage the page to client's mobile phone Push Service in the WAPPush mode to the customer service note number

The appointment and queuing robot is made up of reservation subsystem and queuing subsystem two parts.

In case the client preengages success, the reservation subsystem can pass to the queuing subsystem with this client's reservation application information, by lining up subsystem " reservation " in buffer memory, and the available service resource and the queuing situation of preengaging application information and service location according to the client, select one suitably constantly, this client is submitted in the queue queue, rank in proper order by arrival/submission in same formation with the client of not reservation arrival, reservation that the reservation subsystem distributes then can for this client to generate at random number, reservation number is used to confirm client's reservation behavior, and arrives back checking user's subscription identity the client.In case the client is submitted in the formation, the queuing subsystem can distribute actual queue number to give this client according to current queuing situation, make this client enter the virtual line-up process immediately, and keep actual queue number (this moment, customer status was " virtual arrival ") in the queuing subsystem, wait for that the client arrives.

The core of this appointment and queuing pattern is---before the actual arrival of client, replace the client to rank by system; When the client after confirming to have arrived, continue to line up by the client again.

This appointment and queuing of customer selecting pattern, be equivalent to client's promise can be as early as possible or the service that in the time range of reservation, arrives the place is provided, for the client of subscription time scope, the reservation subsystem will utilize note, phone etc. to this client prompting of setting out.

Select the client of this appointment and queuing pattern, after preengaging successfully, at first be in the wait submit state, show that this client's reserve requests is accepted by the queuing subsystem, but, be not submitted in the queue queue as yet owing to do not reach submission constantly; In case the client is submitted in the formation, three kinds of states will be arranged in formation, be respectively:

● virtual arrival state---show that this client does not also have actual arrival, be in the queuing process, and no show head of the queue still;

● the arrival state---show the actual arrival of this client, may be in the queuing process, also may be in head of the queue, soon called out and accept service;

● wait for the arrival state---show the actual as yet arrival of client, but be in head of the queue,

Temporarily can not be called out;

The client is in the arrival state of waiting for, normally owing to the client arrives on time, but does not also exceed the reservation term of validity; Perhaps the client on time (even in advance) arrive, but (leave as the client who waits previously etc.) for a certain reason causes this client to be discharged to head of the queue constantly in advance than prediction midway.The subsystem of lining up this moment is exchanged this client in formation successively with the actual arrival client who comes thereafter, finish until the actual arrival of this client or the reservation term of validity.

The client also has a kind of state in the queuing subsystem---the cancellation state, and promptly the client does not also arrive when the reservation term of validity finishes, and reservation is cancelled.

State and the conversion of client in the queuing subsystem, as shown in Figure 1.

In order to realize appointment and queuing, need to solve following problem: 1) when will preengage the client and submit to the queuing subsystem to rank, during with the actual arrival of assurance client, the time of waiting in line is the least possible; 2) when notify the reservation client to set out; 3) how to determine to preengage the client preengage overtime, to guarantee effective work of appointment and queuing robot.

For this reason, we have designed " progressively approximate algorithm ", are described below:

Variable and parameter-definition:

T _p: reservation is submitted to constantly

T _s: the client preengages the initial moment

T _e: the client preengages and stops constantly

T _n: the client sets out/the system alert moment

T _c: certain after reservation is submitted to is constantly

T _In: the client enters formation constantly

T _Out: the client preengages term of validity finish time

t ₀: the client estimates the travel time

t _Pw: at T _pThe expectation waiting time (Monitoring Data that comes from the subsystem of lining up) that constantly begins to line up

t _Cw: at T _cThe waiting time that constantly begins to line up (coming from queuing subsystem Monitoring Data) with changing constantly

Client's average latency (coming from queuing subsystem Monitoring Data)

Δ: system delay amount (minute to be unit, for example: 30 minutes)

Unit: minute or min

Basic algorithm---approximate algorithm progressively

Suppose that the client estimates that due in is T _{T arg et}, from T _StartStart constantly and calculate, find T _Start-T _{T arg et}Middle certain moment T _In, make the reservation client at T _InConstantly enter formation, at T _{T arg et}Constantly can be called out.

1. whether appointment and queuing robot inspection current time has arrived T _InInitial calculation T constantly _StartIf, also be less than, continue to wait for;

Otherwise, the appointment and queuing robot starts T _InBe calculated as follows:

A) judge from now on expectation waiting time through the current client that lining up after, whether surpass reservation client's expectation due in T _{T arg et}If, do not surpass, wait for a δ after the time, reexamine this condition and whether satisfy;

B) otherwise, current time is exactly to arrange the reservation client to enter the suitable moment T of formation _In, the appointment and queuing robot begins to rank for the reservation client, waits for the actual arrival of client.

" progressively approximate algorithm " process flow diagram as shown in Figure 2.

The key of " progressively approximate algorithm " is to determine initial calculation T constantly _StartEstimate that with the client due in is T _{T arg et}

Concrete reservation algorithm

The reservation algorithm is preengage application information and Service Source and queuing situation according to the client exactly, calculates and arranges the reservation client to enter the suitable moment T of formation _In, the client preengages the term of validity T finish time _OutWith the notice reservation client T constantly that sets out _n, and set out and the arrival situation according to the client is actual, to T _In, T _OutAnd T _nThe process of revising.

Below divide the explanation of different application scene concrete reservation algorithm.

Scene 1: user expectation " is just set out now, can be obtained service as early as possible when wishing to arrive ", and the reservation arthmetic statement is as follows:

1. at once client's reserve requests is ranked;

T _in＝T _p

2. estimate travel time t according to the client ₀With at T _pThe expectation waiting time t that constantly begins to line up _PwMagnitude relationship, the computing client reservation term of validity T finish time _Out

T _out＝T _p+MAX(t ₀，t _pw)+Δ

3. computing client departure time and reminding;

T _n＝T _p+MAX(t ₀，t _pw)-t ₀

MAX (t ₀, t _Pw)=t _PwThe time, the prompting client can be at T more a little later _nConstantly set out,

MAX (t ₀, t _Pw)=t ₀The time, remind the client to start out at once.

Scene 2: user expectation " certain time period [T _s, T _e] between arrive ", the reservation arthmetic statement is as follows:

1. the client is set estimates due in T _{T arg et}

T_{t \arg et} = \{\begin{matrix} T_{s}, & 0 < T_{e} - T_{s} \leq 30 \min \\ T_{s} + (T_{e} - T_{s}) / 3, & 30 < T_{e} - T_{s} \leq 60 \min \end{matrix}

2. be provided with and arrange the reservation client to enter the suitable moment T of formation _InInitial calculation constantly

T_{start} = T_{s} - \overset{&OverBar;}{t_{w}}

3. utilize progressively approximate algorithm calculating to arrange the reservation client to enter the suitable moment of formation

T _in

4. computing client is preengage the term of validity T finish time _Out

T _out＝T _e+Δ

5. computing client departure time T _n

T _n＝T _t?arg?et-t ₀

Scene 3: user expectation " certain arrives about T constantly ", the reservation arthmetic statement is as follows:

1. the client is set estimates that due in is moment T

T _t?arg?et＝T

T_{start} = T_{t \arg et} - \overset{&OverBar;}{t_{w}} = T - \overset{&OverBar;}{t_{w}}

T _in

4. computing client is preengage the term of validity T finish time _Out

T _out＝T+Δ

5. computing client departure time T _n

T _n＝T _t?arg?et-t ₀

Scene 4: user expectation " certain arrives before the T constantly ", the reservation arthmetic statement is as follows:

1. the client is set estimates that due in is moment T certain moment before

T _t?arg?et＝T-Δ

T_{start} = T_{t \arg et} - \overset{&OverBar;}{t_{w}} - Δ_{1} = T - \overset{&OverBar;}{t_{w}} - Δ_{1}

(Δ ₁Be adjustment amount)

T _in

4. computing client is preengage the term of validity T finish time _Out

T _out＝T+Δ

5. computing client departure time T _n

T _n＝T _t?arg?et-t ₀

In the practical application, the service provider can be according to the needs and the actual conditions of business development, select wherein that one or more reservation algorithms provide subscription services, even at basic algorithm---the new reservation algorithm of development on the basis of approximate algorithm progressively provides novel subscription services.

Description of drawings

Accompanying drawing 1: appointment and queuing constitutional diagram

Accompanying drawing 2: " progressively approximate algorithm " process flow diagram

Claims

1. method that realizes client's appointment and queuing, described method make the client when needs are accepted service, by preengaging application to the service provider, rationally arrange to set out and arrive, shorten the time of waiting in line.It is characterized in that: in case the client preengages success, before the actual arrival of reservation client, select one suitably constantly to enter formation, replace the client to rank by system.

2. a kind of method that realizes client's appointment and queuing according to claim 1 is characterized in that:

After client's reserve requests was accepted by system, this client was in the wait submit state in system; The subscription information that this moment, system provided in when application reservation according to the client in conjunction with the available service resource and the queuing situation of service location, calculates and submits to the reservation client to enter suitable moment of formation and client to preengage term of validity finish time.Submit to constantly in case reach, system is submitted to this client in the queue queue automatically, ranks in proper order by arrival/submission in same formation with not preengaging the client who arrives, and gives this client by the system assignment queue number; After the actual arrival of client, through confirming to obtain this queue number, the client with not reservation arrival carries out actual queuing again.If the client has been discharged to head of the queue before arriving, then this client exchanges with the actual arrival client who comes thereafter in formation successively, finishes until the actual arrival of this client or the reservation term of validity.