WO2019214113A1

WO2019214113A1 - Agent allocation method and device, storage medium and electronic device

Info

Publication number: WO2019214113A1
Application number: PCT/CN2018/103061
Authority: WO
Inventors: 卢洪岩
Original assignee: 平安科技（深圳）有限公司
Priority date: 2018-05-11
Filing date: 2018-08-29
Publication date: 2019-11-14
Also published as: CN108632474A

Abstract

The present application relates to an agent allocation method and device, electronic device and computer readable storage medium, belonging to the field of information processing technology. The solution comprises: receiving a call request sent by a user terminal, and determining a type of a service which the user terminal is requesting to process according to a service identification comprised in the call request; if the type of the service which the user terminal is requesting to process is a preset service type, obtaining, according to user information comprised in the call request, agent information corresponding to the user information; determining whether an agent corresponding to the agent information is online; if an agent corresponding to the agent information is online, allocating the agent corresponding to the agent information to the user terminal. The present method improves the accuracy of agent allocation.

Description

Agent allocation method and device, storage medium, electronic device

[0001] This application claims to be filed on May 11, 2018, the name of the invention is "seat allocation method and device, storage medium

The priority of the Chinese Patent Application No. 201810451286.3, the entire disclosure of which is incorporated herein by reference.

The present application relates to the field of information processing technologies, and in particular, to an agent allocation method, an agent distribution device, a computer readable storage medium, and an electronic device.

Background technique

[0003] The agent service is an important way for the call center system to provide services for customers. The agent service refers to the process in which the agent provides the corresponding service to the customer through the support system of the call center. The agent is usually the customer service staff who answer the question and answer the questions. It is an important bridge between the customer and the company. When the customer voluntarily dials the consultation phone or customer service hotline, it is usually randomly assigned to a seat.

[0004] The hesitation period means that the insured person can return the contract to the insurer and apply for cancellation if he does not agree with the contents of the insurance contract within a few days after receiving the insurance contract. This period of time is usually referred to as the hesitation period. On the working day, when the applicant applies for surrender, the insurer corresponding to the insured shall follow up and solve the surrender problem of the insured. However, the inventor realized that on the last day of the hesitation period and on the non-working day, the applicant's application for surrender would be because the original agent might not go to work and could not allocate the seat to the user in time.

[0005] Therefore, it is desirable to provide a new method and apparatus for assigning seats.

It is to be understood that the information disclosed in the Background section above is only configured to enhance the understanding of the background of the present application, and thus may include information that does not constitute prior art known to those of ordinary skill in the art. Summary of invention

technical problem

[0007] An object of the present application is to provide an agent distribution method, an agent distribution device, a computer readable storage medium, and an electronic device, thereby at least to some extent, overcoming the limitation and defects of the related art, because the agent is not online. The problem of not being able to allocate seats to users in a timely manner.

Problem solution Technical solution

[0008] According to an aspect of the present application, a method for assigning an agent is provided, including:

Receiving a call request sent by the user terminal, and determining, according to the service identifier included in the call request, a service type that the user terminal requests to process;

[0010] If the service type requested by the user terminal is a preset service type, the agent information corresponding to the user information is obtained according to the user information included in the call request;

[0011] determining whether the agent corresponding to the agent information is online;

[0012] If the agent corresponding to the agent information is online, the agent corresponding to the agent information is allocated to the user terminal.

[0013] According to an aspect of the present application, an agent distribution apparatus is provided, including:

[0014] The first determining module is configured to receive a call request sent by the user terminal, and determine, according to the service identifier included in the call request, a service type that the user terminal requests to process;

And obtaining, by the acquiring module, the agent information corresponding to the user information according to the user information included in the call request, if the service type requested by the user terminal is a preset service type;

[0016] The second determining module is configured to determine whether the agent corresponding to the agent information is online;

[0017] The allocation module is configured to allocate, when the agent corresponding to the agent information is online, the agent corresponding to the agent information to the user terminal.

[0018] According to an aspect of the present application, there is provided a computer readable storage medium having stored thereon a computer program, the computer program being implemented by a processor to implement the above-described agent assignment method.

[0019] According to an aspect of the present application, an electronic device is provided, including:

[0020] a processor;

[0021] a memory configured to store executable instructions of the processor;

[0022] wherein the processor is configured to execute the agent assignment method by executing the executable instruction.

[0023] The technical solution provided by the present application determines the service type that the user terminal requests to process and obtains the agent information corresponding to the user information according to the user information included in the call request; and determines whether the agent corresponding to the agent information is online; The judgment result is that the user terminal allocates the agent; on the one hand, the agent information corresponding to the user information is obtained according to the user information included in the call request, thereby improving the accuracy of the agent information acquisition and improving the accuracy of the agent allocation; According to the judgment result, the user is The terminal allocates the agent, which solves the problem that the prior art fails to allocate the seat to the user in time due to the absence of the agent, improves the success rate of the agent allocation, reduces the surrender rate and reduces the economic loss of the enterprise.

[0024] The above general description and the following detailed description are merely illustrative and illustrative, and are not limiting.

Advantageous effects of the invention

Brief description of the drawing

DRAWINGS

[0025] The accompanying drawings, which are incorporated in and constitute a Obviously, the drawings in the following description are only some embodiments of the present application, and those skilled in the art can obtain other drawings based on these drawings without any creative work.

1 is a flow chart schematically showing an agent allocation method.

[0027] FIG. 2 is a schematic diagram showing an example of an application scenario of an agent allocation method.

[0028] FIG. 3 is a flow chart schematically showing a method for determining whether an agent corresponding to agent information is online.

[0029] FIG. 4 schematically shows a block diagram of an agent distribution device.

[0030] FIG. 5 is a block diagram showing an exemplary electronic device for implementing the above-described agent allocation method.

[0031] FIG. 6 schematically illustrates a computer readable storage medium for implementing the above-described agent allocation method.

Invention embodiment

Embodiments of the invention

Example embodiments will now be described more fully with reference to the accompanying drawings. However, the example embodiments can be embodied in a variety of forms and should not be construed as being limited to the examples set forth herein; rather, these embodiments are provided to make the present application more comprehensive and complete, and fully convey the concept of the example embodiments. To those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are set forth However, those skilled in the art will appreciate that the technical solution of the present application may be practiced and one or more of the specific details may be omitted, or other methods, components, and components may be employed. Set, step, etc. In other instances, various aspects of the present application are not obscured by the detailed description of the embodiments.

In addition, the drawings are merely schematic representations of the present application, and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and a repeated description thereof will be omitted. Some of the block diagrams shown in the figures are functional entities and do not necessarily have to correspond to physically or logically separate entities. These functional entities may be implemented in software, or implemented in one or more hardware modules or integrated circuits, or implemented in different network and/or processor devices and/or microcontroller devices.

[0034] In the present exemplary embodiment, an agent allocation method is first provided, and the agent allocation method may be run on a server, or may be run on a server cluster or a cloud server, etc., of course, those skilled in the art may also use other platforms according to requirements. The method of the present application is not specifically limited in the present exemplary embodiment. Referring to FIG. 1, the agent allocation method may include the following steps:

[0035] Step S110: Receive a call request sent by the user terminal, and determine, according to the service identifier included in the call request, a service type that the user terminal requests to process.

[0036] Step S120: If the service type requested by the user terminal is a preset service type, the agent information corresponding to the user information is obtained according to the user information included in the call request.

[0037] Step S130. Determine whether the agent corresponding to the agent information is online.

[0038] Step S140. If the agent corresponding to the agent information is online, the agent corresponding to the agent information is allocated to the user terminal.

[0039] In the above-mentioned agent allocation method, on the one hand, the agent information corresponding to the user information is obtained according to the user information included in the call request, thereby improving the accuracy of the agent information acquisition and improving the accuracy of the agent allocation; In the aspect, the user terminal is allocated a seat according to the judgment result, which solves the problem that the agent cannot be allocated the seat in time due to the absence of the agent in the prior art, improves the success rate of the agent allocation, reduces the surrender rate, and reduces the enterprise. Economic loss.

[0040] Hereinafter, each step in the above-described agent assignment method in the present exemplary embodiment will be explained and explained in detail with reference to the accompanying drawings.

[0041] In step S110, the call request sent by the user terminal is received, and the service type requested by the user terminal is determined according to the service identifier included in the call request. [0042] In the present exemplary embodiment, referring to FIG. 1, first, the service 201 receives a call request sent by the user terminal 202; wherein the user terminal may be a mobile terminal device (for example, may be a mobile phone), or may be other The terminal device (for example, a watch or the like) having a calling function is not limited in this example; further, the user terminal may include one or more, and the present example does not specifically limit this; The server 201 determines, according to the service identifier included in the call request, the service type that the user terminal requests to process; wherein the service identifier can be identified by a number or by a letter, and the example does not specifically limit this; for example, When the service identifier included in the call request is 112, the service identifier that can be processed by the user terminal can be determined as the surrender application according to the service identifier; when the service identifier included in the call request is other, the other Business type, this example does not impose any special restrictions on this.

[0043] In step S120, if the service type requested by the user terminal is a preset service type, the agent information corresponding to the user information is obtained according to the user information included in the call request.

[0044] In this example, if the service type requested by the user terminal 202 is a preset service type (here, the default service type is an example of the surrender application), the user included in the call request may be used. The information acquires agent information corresponding to the user information.

[0045] Further, in order to facilitate the acquisition of the agent information corresponding to the user information according to the user information included in the call request, the user information and the agent information are also required to be bound, which may include: receiving an order submission sent by the user terminal. The request binds the agent information and the user information included in the order submission request. In detail:

[0046] The agent number and the user identification information included in the order submission request are stored in a one-to-one correspondence. For example, after receiving the order submission request sent by the user terminal 202, the server 201 may store the agent number and the user identification information (user ID) included in the order submission request in a one-to-one correspondence manner; wherein, the user identification information may be It is the user's phone number or ID card number, etc., and may be other identification information, such as a mailbox, etc., and this example does not impose any special restrictions; further, the agent number can be generated according to the internal coding rules of the enterprise. , can also be obtained according to the ID number of the agent. This example does not impose any special restrictions. For further example, for example, the agent number included in the order submission request is 1111, and the user identification information is 1591101XXX.

In the case of X, the agent number can be associated with the user identification information and stored. By using this method, When the agent information corresponding to the user information is obtained, the agent information can be obtained quickly and accurately, which saves the time for obtaining the agent information, improves the speed of acquiring the agent information, and improves the response speed to the user.

[0047] Further, after the binding of the user information and the agent information, the obtaining the agent information corresponding to the user information according to the user information included in the call request may further include: according to the call request The user identification information is obtained by acquiring an agent number corresponding to the user identification information. For example:

[0048] For example, when the user identification information included in the call request is 1591101XXXX, the agent number 1111 stored corresponding to the user identification information may be acquired according to the user identification information. It should be further noted that the user identification information may be the user's phone number or other user identification information, such as an ID card number, etc., and the present example does not specifically limit this.

[0049] In step S130, it is determined whether the agent corresponding to the agent information is online.

[0050] In the present exemplary embodiment, referring to FIG. 3, determining whether the agent corresponding to the agent information is online may include step S310 and step S320.

[0051] In step S310, the agent list is configured, and the online status of each agent in the agent list is updated by a preset time interval.

[0052] In step S320, it is determined whether the agent corresponding to the agent information is online according to the updated agent list.

[0053] Next, steps S310 and S320 are explained and explained. First, an agent list is configured. The agent list may include a seat code, an agent code, an agent status, an agent level, and the like of each agent. Then, the preset time is used to perform online status of each agent in the agent list. Update; wherein, the preset time may be one day, or half a day, and 6 hours, etc., and the example does not specifically limit this. Next, after the online status of each agent in the agent list is updated, it is determined whether the agent corresponding to the agent information is online according to the new seat list. For example, when the seat status corresponding to the seat number 1111 is displayed in green, the seat can be judged to be online. When the seat status corresponding to the seat number 1111 is displayed in red, it can be determined that the seat is not online. By configuring the agent list, you can accurately indicate the online status of each agent, which facilitates the server to allocate corresponding seats to users in a timely manner, which saves the allocated time and improves the user experience.

[0054] In step S140, if the agent corresponding to the agent information is online, the user terminal is allocated The agent corresponding to the agent information.

[0055] In the present exemplary embodiment, first, if the agent corresponding to the agent information is online (when the online status is displayed as green), the user terminal is allocated the agent corresponding to the agent information (for example, may be the agent A); Further, after the agent A is assigned to the user terminal, it is also determined whether the agent corresponding to the agent information (the agent A) is in an idle state; when the agent corresponding to the agent information (the agent A) is in an idle state, The data transmission channel between the user terminal and the agent (the agent A) can be established. When the agent corresponding to the agent information (the agent A) is in the busy state, the user terminal can be reminded to wait or select the agent. A agent having the same agent level and being in an idle state (for example, may be agent B), and establishing a data transmission channel between the user terminal and the agent B; by using the method, the waiting time of the user terminal can be reduced and improved. user experience.

[0056] Further, if the agent corresponding to the agent information is not online (when the online status is displayed in red), the designated terminal is allocated from the updated agent list according to a preset allocation rule; The preset allocation rule may include the preset allocation rule including an agent in an idle state in the updated agent list; or the agent corresponding to the agent information in the updated agent list belongs to the same priority The other agent in the idle state; further, before assigning the designated agent to the user terminal, the data transmission channel between the user terminal and the designated agent needs to be established. It should be further added that after the data transmission channel is established, whether the agent is in an idle state can be determined according to the time difference between the time when the data transmission channel is established and the agent response time; for example, when the time difference is greater than the preset Time (the preset time can be, for example, 30s, or lmin, etc., and this example does not impose any special restrictions), then it can be judged that the agent is not in an idle state (temporarily leaving the station, etc.); when the time difference is not When it is greater than the preset time, it can be judged that the agent is in an idle state.

[0057] Further, the method for assigning agents involved in the present application is further explained and explained. The agent allocation method may include the following steps:

[0058] (1) The server binds the agent information to the designated user terminal according to the agent information for processing the insurance service for the designated user terminal: the server receives the insurance order submission request sent by the designated agent, and obtains the insurance order submission request. Agent information of the designated agent carried in the middle and designated user terminal User information, binding the agent information of the designated agent to the user information of the specified user terminal. In an example embodiment, the agent number of the designated agent is stored corresponding to the user ID of the designated user terminal.

[0059] (2) The server receives the call request sent by the user terminal, and carries the service identifier according to the call request.

And determining the type of service that the user terminal requests to process. For example, when the service identifier is 112, the application for the surrender is determined when the service type requested by the user terminal is determined.

[0060] (3) If it is determined that the service type to which the user terminal belongs is a surrender application, the agent information bound to the user terminal stored in advance is obtained according to the user information of the user terminal carried in the call request. Specifically, the agent information stored corresponding to the user information of the user terminal is obtained.

[0061] In an exemplary embodiment, according to the agent number that has been stored correspondingly and the user ID of the user terminal, the agent number bound to the user terminal is determined according to the user ID of the user terminal, and the agent bound to the user terminal can be obtained. information.

[0062] (4) determining, according to the current online agent list, whether the agent to which the agent information belongs is online; if online, assigning the agent to which the agent information belongs to the designated user terminal, and marking the working status of the agent as idle Establishing a data transmission channel between the user terminal and the agent;

[0063] (5) Conversely, if the agent to which the agent information belongs is not in the current online agent list, the designated agent is selected from the current online agent list according to a preset rule; establishing a data transmission channel between the user terminal and the designated agent .

[0064] wherein, the agents of the same priority refer to agents in the same team. A seat with a higher priority refers to an agent in the call center. The program ensures that the agent can process the application for surrender of the insured in a timely manner, which improves the success rate of the agent allocation, avoids the loss of the customer due to the automatic surrender, and reduces the surrender rate.

[0065] The present application also provides a seat distribution device. Referring to FIG. 4, the agent distribution apparatus may include a first determination module 410, an acquisition module 420, a second determination module 430, and an allocation module 440. among them:

The first determining module 410 may be configured to receive a call request sent by the user terminal, and determine, according to the service identifier included in the call request, a service type that the user terminal requests to process.

The obtaining module 420 may be configured to: if the service type requested by the user terminal is a preset service type, acquire the agent information corresponding to the user information according to the user information included in the call request. [0068] The second determining module 430 may be configured to determine whether the agent corresponding to the agent information is online.

[0069] The distribution module 440 may be configured to allocate an agent corresponding to the agent information to the user terminal if the agent corresponding to the agent information is online.

[0070] The specific details of each module in the above-mentioned agent distribution device have been described in detail in the corresponding agent allocation method, and thus will not be described herein.

[0071] It should be noted that although several modules or units of devices configured for action execution are mentioned in the detailed description above, such division is not mandatory. In fact, according to embodiments of the present application, the features and functions of two or more modules or units described above may be embodied in one module or unit. Conversely, the features and functions of one of the modules or units described above may be further divided into multiple modules or units.

Further, although the various steps of the method of the present application are described in a particular order in the drawings, this is not a requirement or implied that the steps must be performed in the specific order, or all the steps shown must be performed. Achieve the desired results. Additionally or alternatively, some steps may be omitted, multiple steps may be combined into one step execution, and/or one step may be decomposed into multiple step executions and the like.

[0073] Through the description of the above embodiments, those skilled in the art will readily understand that the example embodiments described herein may be implemented by software or by software in combination with necessary hardware. Therefore, the technical solution according to the embodiment of the present application may be embodied in the form of a software product, which may be stored in a non-volatile storage medium (which may be a CD-ROM, a USB flash drive, a mobile hard disk, etc.) or on a network. A number of instructions are included to cause a computing device (which may be a personal computer, server, mobile terminal, or network device, etc.) to perform a method in accordance with embodiments of the present application.

[0074] In an embodiment, the agent distribution device further includes:

[0075] The submit request receiving unit is configured to receive an order submission request sent by the user terminal, and bind the agent information and the user information included in the order submission request.

[0076] In an embodiment, the submit request receiving unit includes:

[0077] the corresponding storage subunit is configured to store the agent number and the user identification information included in the order submission request in a one-to-one correspondence manner;

[0078] wherein the obtaining module comprises:

[0079] the agent number obtaining unit is configured to acquire and according to the user identification information included in the call request The user identification information corresponds to the stored agent number.

[0080] In an embodiment, the second determining module includes:

[0081] the agent status update unit is configured to configure the agent list, and update the status of at least one agent in the agent list by a preset time interval;

[0082] The online state determining unit is configured to determine, according to the updated agent list, whether the agent corresponding to the agent information is online.

[0083] In an embodiment, the agent distribution device further includes:

[0084] The data channel establishing module is configured to establish a data channel between the user terminal and the agent.

[0085] In an embodiment, the agent distribution device further includes:

[0086] The designated agent allocation module is configured to allocate the designated agent to the user terminal according to a preset allocation rule if the agent corresponding to the agent information is not online.

[0087] In an embodiment, the preset allocation rule includes an agent in an idle state in the updated agent list; or

[0088] The agents corresponding to the agent information in the updated agent list belong to other agents in the idle state of the same priority.

[0089] In an exemplary embodiment of the present application, there is also provided an electronic device capable of implementing the above method.

[0090] Those skilled in the art will appreciate that various aspects of the present application can be implemented as a system, method, or program product. Therefore, various aspects of the present application may be embodied in the following forms: a complete hardware implementation, a complete software implementation (including firmware, microcode, etc.), or a combination of hardware and software implementations, which may be collectively referred to herein. "circuit", "module" or "system".

An electronic device 500 according to this embodiment of the present application will be described below with reference to FIG. The electronic device 500 shown in Fig. 5 is merely an example and should not impose any limitation on the function and scope of use of the embodiments of the present application.

[0092] As shown in FIG. 5, the electronic device 500 is embodied in the form of a general purpose computing device. The components of the electronic device 500 may include, but are not limited to: the at least one processing unit 510, the at least one memory unit 520, and the bus 530 connecting different system components (including the storage unit 520 and the processing unit 510).

[0093] wherein the storage unit stores a program code, and the program code may be executed by the processing unit 510, such that the processing unit 510 performs the basis described in the “Exemplary Method” section of the present specification. The steps of various exemplary embodiments of the present application. For example, the processing unit 510 may perform step S110 as shown in FIG. 1 : receiving a call request sent by the user terminal, and determining, according to the service identifier included in the call request, a service type that the user terminal requests to process; S120: If the type of the service requested by the user terminal is a preset service type, the agent information corresponding to the user information is obtained according to the user information included in the call request. Step S130: determining whether the agent corresponding to the agent information is online. Step S140: If the agent corresponding to the agent information is online, assign the agent corresponding to the agent information to the user terminal.

[0094] The storage unit 520 may include a readable medium in the form of a volatile storage unit, such as a random access storage unit (RAM) 5201 and/or a cache storage unit 5202, and may further include a read only storage unit.

(ROM) 5203.

[0095] The storage unit 520 may further include a program/utility 5204 having a set (at least one) of the program modules 5205, such program modules 5205 including but not limited to: an operating system, one or more applications, other program modules, and Program data, each of these examples or some combination may include an implementation of a network environment.

[0096] The bus 530 may represent one or more of several types of bus structures, including a memory unit bus or a memory unit controller, a peripheral bus, a graphics acceleration port, a processing unit, or any bus structure using a plurality of bus structures. Local bus.

[0097] The electronic device 500 can also be in communication with one or more external devices 700 (eg, a keyboard, pointing device, Bluetooth device, etc.), and can also be in communication with one or more devices that enable a user to interact with the electronic device 500, and / or communicate with any device (eg, router, modem, etc.) that enables the electronic device 500 to communicate with one or more other computing devices. This communication can take place via an input/output (I/O) interface 550. Also, the electronic device 500 can communicate with one or more networks (e.g., a local area network (LAN), a wide area network (WAN), and/or a public network, such as the Internet) via the network adapter 560. As shown, network adapter 560 communicates with other modules of electronic device 500 via bus 530. It should be understood that although not shown in the figures, other hardware and/or software modules may be utilized in conjunction with electronic device 500, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives. And data backup storage systems, etc.

[0098] Through the description of the above embodiments, those skilled in the art will readily understand the examples described herein. The implementation manner can be implemented by software, or by software combined with necessary hardware. Therefore, the technical solution according to the embodiment of the present application may be embodied in the form of a software product, which may be stored in a non-volatile storage medium (which may be a CD-ROM, a USB flash drive, a mobile hard disk, etc.) or on a network. A number of instructions are included to cause a computing device (which may be a personal computer, server, terminal device, or network device, etc.) to perform a method in accordance with embodiments of the present application.

[0099] In an exemplary embodiment of the present application, there is also provided a computer readable storage medium having stored thereon a program product capable of implementing the above method of the present specification. In some possible implementations, various aspects of the present application can also be implemented in the form of a program product, including program code, when the program product is run on a terminal device, the program code is configured to cause the The terminal device performs the steps according to various exemplary embodiments of the present application described in the "Exemplary Method" section of the present specification.

[0100] Referring to FIG. 6, a program product 600 configured to implement the above method, which may employ a portable compact disk read only memory (CD-ROM) and includes program code, may be utilized in accordance with an embodiment of the present application, and may be A terminal device, such as a personal computer. However, the program product of the present application is not limited thereto, and in this document, the readable storage medium may be any tangible medium containing or storing a program that can be used by or in connection with an instruction execution system, apparatus or device.

[0101] The program product may employ any combination of one or more readable mediums. The readable medium can be a readable signal medium or a readable storage medium. The readable storage medium can be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or device, or any combination of the above. More specific examples of non-exhaustive storage media (non-exhaustive list) include: electrical connections with one or more wires, portable disk, hard disk, random access memory (RAM), read only memory (ROM), erasable Programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read only memory (CD-RO M), optical storage device, magnetic storage device, or any suitable combination of the foregoing.

[0102] A computer readable signal medium may include a data signal that is propagated in a baseband or as part of a carrier, carrying readable program code. Such propagated data signals can take a variety of forms including, but not limited to, electromagnetic signals, optical signals, or any suitable combination of the foregoing. The readable signal medium can also be any readable medium other than a readable storage medium that can transmit, propagate or transport a program configured for use by or in connection with an instruction execution system, apparatus or device.

[0103] Program code embodied on a readable medium can be transmitted using any suitable medium, including but not limited to wireless, Wired, optical cable, RF, etc., or any suitable combination of the above.

[0104] Program code configured to perform the operations of the present application may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C++, etc., including conventional A procedural programming language such as the "C" language or a similar programming language. The program code can be executed entirely on the user computing device, partly on the user device, as a stand-alone software package, partly on the remote computing device on the user computing device, or entirely on the remote computing device or server Execute on. In the case of a remote computing device, the remote computing device can be connected to the user computing device via any kind of network, including a local area network (LAN) or wide area network (WAN), or can be connected to an external computing device (eg, provided using an Internet service) Businesses are connected via the Internet).

Further, the above-described drawings are merely illustrative of the processes included in the method according to the exemplary embodiments of the present application, and are not intended to be limiting. It will be readily understood that the processes illustrated in the above figures do not indicate or limit the chronological order of the processes. In addition, it is also easy to understand that these processes may be performed synchronously or asynchronously, for example, in a plurality of modules.

Other embodiments of the present application will be apparent to those skilled in the <RTIgt; The application is intended to cover any variations, uses, or adaptations of the application, which are in accordance with the general principles of the application and include common general knowledge or conventional technical means in the art that are not disclosed herein. . The specification and examples are to be regarded as illustrative only,

Claims

Claim

[Claim 1] An agent allocation method, comprising:

Receiving a call request sent by the user terminal, and determining, according to the service identifier included in the call request, a service type of the call request;

Obtaining the agent information corresponding to the user information according to the user information included in the call request, if the service type of the call request is a preset service type;

Determining whether the agent corresponding to the agent information is online;

If the agent corresponding to the agent information is online, the agent corresponding to the agent information is allocated to the user terminal.

[Claim 2] The agent allocation method according to claim 1, wherein, before receiving the call request sent by the user terminal, the agent assignment method further includes:

Receiving an order submission request sent by the user terminal, binding the seat information and the user information included in the order submission request.

[Claim 3] The agent allocation method according to claim 2, wherein binding the agent information and the user information included in the order submission request includes:

And storing the agent number and the user identification information included in the order submission request in a one-to-one correspondence manner;

The obtaining the agent information corresponding to the user information according to the user information included in the call request includes:

And obtaining, according to the user identification information included in the call request, an agent number stored corresponding to the user identification information.

[Claim 4] The agent allocation method according to any one of claims 1-3, wherein determining whether the agent corresponding to the agent information is online includes:

Configuring an agent list, and updating the status of at least one agent in the agent list by a preset time interval;

It is determined whether the agent corresponding to the agent information is online according to the updated agent list.

[Claim 5] The agent allocation method according to any one of claims 1 to 4, wherein, before the agent corresponding to the agent information is allocated to the user terminal, the agent allocation method further includes Establishing a data channel between the user terminal and the agent.

[Claim 6] The agent assigning agent method according to any one of claims 1-5, wherein the agent assigning method further comprises:

If the agent corresponding to the agent information is not online, the designated terminal is allocated to the user terminal according to a preset allocation rule.

[Claim 7] The agent allocation method according to claim 6, wherein the preset allocation rule includes an agent in an idle state in the updated agent list; or the updated agent list The agents corresponding to the agent information belong to other agents in the idle state of the same priority.

[Claim 8] A seat distribution device, comprising:

a first determining module, configured to receive a call request sent by the user terminal, determine, according to the service identifier included in the call request, a service type that the user terminal requests to process; and an acquiring module, configured to: if the user terminal requests a service to be processed The type is a preset service type, and the agent information corresponding to the user information is obtained according to the user information included in the call request;

The second determining module is configured to determine whether the agent corresponding to the agent information is online; and the assigning module is configured to allocate the agent corresponding to the agent information to the user terminal if the agent corresponding to the agent information is online.

[Claim 9] The agent distribution device according to claim 8, wherein the device further comprises:

The submit request receiving unit is configured to receive an order submission request sent by the user terminal, and bind the agent information and the user information included in the order submission request.

[Claim 10] The agent distribution device according to claim 9, wherein the submission request receiving unit comprises:

Corresponding storage subunit, configured to store the agent number and the user identification information included in the order submission request in a one-to-one correspondence manner;

The obtaining module includes:

The agent number obtaining unit is configured to: according to the user identification information included in the call request And obtaining an agent number stored corresponding to the user identification information.

The apparatus according to any one of claims 8 to 10, wherein the second judgment module comprises:

The agent status update unit is configured to configure an agent list, and update the status of at least one agent in the seat list by a preset time interval;

The online state determining unit is configured to determine, according to the updated agent list, whether the agent corresponding to the agent information is online.

[Claim 12] The agent distribution device according to any one of claims 8 to 11, wherein the device further comprises:

And a data channel establishing module configured to establish a data channel between the user terminal and the agent.

[Claim 13] The agent distribution device according to any one of claims 8 to 12, wherein the device further comprises:

The agent allocation module is configured to allocate a designated agent to the user terminal according to a preset allocation rule if the agent corresponding to the agent information is not online.

[Claim 14] The agent allocation device according to claim 13, wherein the preset allocation rule includes an agent in an idle state in the updated agent list; or the updated agent list The agents corresponding to the agent information belong to other agents in the idle state of the same priority.

[Claim 15] A computer readable storage medium having stored thereon a computer program, wherein the computer program is executed by a processor by the following steps:

Determining whether the agent corresponding to the agent information is online;

The computer readable storage medium according to claim 15, wherein, before receiving the call request sent by the user terminal, the agent assignment method further comprises: receiving an order submission request sent by the user terminal, The agent information included in the order submission request and the user information are bound.

The computer readable storage medium according to claim 16, wherein the binding of the agent information and the user information included in the order submission request comprises:

[Claim 18] The computer readable storage medium according to any one of claims 15-17, wherein determining whether the agent corresponding to the agent information is online includes:

The computer readable storage medium according to any one of claims 15 to 18, wherein, before the assignment of the agent corresponding to the agent information to the user terminal, the agent assignment method further comprises:

Establishing a data channel between the user terminal and the agent.

The computer readable storage medium according to any one of claims 15 to 19, wherein the agent distribution method further comprises:

[Claim 21] The computer readable storage medium according to claim 20, wherein the preset allocation rule comprises an agent in an idle state in the updated agent list; or

The agents corresponding to the agent information in the updated agent list belong to the same priority Other agents in an idle state.

[Claim 22] An electronic device, comprising:

Processor;

a memory configured to store executable instructions of the processor; wherein the processor is configured to perform the following steps by executing the executable instruction: receiving a call request sent by a user terminal, according to the call request included The service identifier determines a service type of the call request;

Determining whether the agent corresponding to the agent information is online;

[Claim 23] The electronic device according to claim 22, wherein, before receiving the call request sent by the user terminal, the agent allocation method further includes:

[Claim 24] The electronic device according to claim 23, wherein binding the agent information and the user information included in the order submission request comprises:

The electronic device according to any one of claims 22 to 24, wherein determining whether the agent corresponding to the agent information is online includes:

Configuring an agent list, and updating the status of at least one agent in the agent list by a preset time interval; It is determined whether the agent corresponding to the agent information is online according to the updated agent list.

The electronic device according to any one of claims 22 to 25, wherein, before the agent corresponding to the agent information is allocated to the user terminal, the agent allocation method further includes: establishing the user A data channel between the terminal and the agent.

[Claim 27] The agent assigning agent method according to any one of claims 22-26, wherein the agent assigning method further comprises:

[Claim 28] The electronic device according to claim 27, wherein the preset allocation rule comprises an agent in an idle state in the updated agent list; or

The agents corresponding to the agent information in the updated agent list belong to other agents in the idle state of the same priority.