CN101018256B - Feedback device and method of the customer service business - Google Patents
Feedback device and method of the customer service business Download PDFInfo
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Abstract
The disclosed feedback device for customer service business comprises: coupled in turns, a service request interface module, a module for obtaining the feedback person to select feedback business agent and return agent message to last module according to business request, and a feedback strategy module to generate the feedback strategy for the business agent. This invention is benefit to provide better service for user.
Description
Technical field
The present invention relates to the customer service business support system, be specifically related to a kind of customer service business feedback device and method.
Background technology
Customer Service Center will accept the different service requests (advise, take the initiative in offering a hand etc. as information inquiry, business consultation, service handling, complaint) that the client comes from different passages (as phone, WEB, EMAIL, SMS etc.) as the window of customer service.Customer service management flow process as shown in Figure 1, for each request of client, all need to finish service request generation, decomposition, solution, the management process of a series of procedures such as feed back, close, this flow process may further comprise the steps:
1. the business agent understands the content of client requests in the process of communicating with client, and generates corresponding service request record;
2. the backstage business agent carries out preliminary analysis and location to customer service request, and the service request record is decomposed into this tasks requested of one or more solutions;
3. supporting processing department accordingly deals with problems according to the service request task;
4. after the service request of guaranteeing the client was finished dealing with, the business agent was according to result, and initiatively contact customer is fed back;
5. if the client is satisfied to the service request result, then closes the service request record;
6. if client's problem of representation is unresolved or dissatisfied to the service request result, then needs to turn back to again the 2nd link, and service request is handled again.
In whole customer service request processing procedure, feedback is as last link that contacts with the client, and the quality of effect has directly influenced the loyalty of client to enterprise.Single from feeding back this link, the quality of business agent's technical ability (mainly showing) and client's familiarity has directly been influenced the effect of feedback with client's communication way, communication skill, to the aspects such as qualification of business.
The more common way of industry is in the customization of service request handling process at present, according to attribute (service request classification, priority, the grade of service etc.), the one or more feedback business agents of client properties (districts and cities, client's brand, levels of clients etc.) definition of service request; After customer service request is finished dealing with, obtain the feedback business agent who sets in advance in the flow process, feed back at this service request by this business agent then.This process is mainly by the feedback people being set, obtaining feedback people two modules and form.Wherein, feedback people module is set when the service request handling process disposes, on feedback node according to one or more suitable feedback people of information setting such as client properties, service request attributes; Obtain feedback people module before the feedback node of service request handling process, obtain pre-configured feedback people, and this service request is fed back by it.
Obtain in the prior art feedback people flow process as shown in Figure 2, may further comprise the steps:
1. the service request interface requests is returned the feedback people;
2. obtain client properties and the service request attribute of feedback people module, obtain the feedback business agent's information that sets in advance according to the service request handling process;
3. will feed back business agent's information and send to business agent's working condition interface;
4. by business agent's working condition interface interchange external system;
5. external system judges whether this feedback business agent can feed back;
6. external system is returned judged result;
7. whether feedback business agent working condition interface returns this feedback business agent and can feed back to obtaining feedback people module;
8. obtain feedback people module and judge whether that according to return results needs obtain next suitable feedback people:
If this feedback the business agent can feed back, then carry out step 9; Otherwise, need obtain next feedback business agent information again, and repeat 3～8 steps;
9. obtain feedback people module and return feedback business agent information to the service request interface.
When this feedback system is fed back for each service request of same client, all be to obtain a representative among a collection of business agent who from system, sets in advance at random to feed back.On the one hand, for the customer, Jie Chu business agent is strange relatively each time, has influenced the effect of feedback; On the other hand, for the business agent, after feedback is finished each time, to the client be familiar with do not obtain good experience accumulation.
Summary of the invention
The invention provides a kind of customer service business feedback device and method, the feedback strategy of automatic generation the best customer-centric is for the client provides better feedback service.
For this reason, the technical scheme that provides of the embodiment of the invention is as follows:
A kind of customer service business feedback device, comprise: the service request interface module that couples mutually, obtain feedback people module, described obtaining fed back the service request selection feedback business agent that people's module is sent according to the service request interface module, and the information that will feed back the business agent returns to the service request interface module, also comprises:
The feedback strategy module couples with the described feedback people module of obtaining, and is used for generating the described required feedback strategy of feedback people module selection feedback business agent that obtains according to each feedback business agent's feedback procedure.
A kind of customer service business feedback method comprises:
Receive client's service request, according to selecting the feedback business agent according to each feedback strategy that feeds back business agent's feedback procedure generation in advance;
It is professional to handle this feedback by described feedback business agent.
The technical scheme that is provided by the above embodiment of the invention as can be seen, when the present invention carries out new service request feedback at needs, from the service request feedback information of accumulation, generate current feedback strategy, and the business agent who feeds back according to this feedback strategy acquisition the best comes the client is fed back, thereby, improve the satisfaction that the client handles for service request for the client provides better service.
Description of drawings
Fig. 1 is a customer service management schematic flow sheet in the prior art;
Fig. 2 is the flow chart that obtains the feedback people in the prior art;
Fig. 3 is the theory diagram of apparatus of the present invention first embodiment;
Fig. 4 is the theory diagram of apparatus of the present invention second embodiment;
Fig. 5 is the theory diagram of apparatus of the present invention the 3rd embodiment;
Fig. 6 is the realization flow figure of the inventive method first embodiment;
Fig. 7 is the realization flow figure of the inventive method second embodiment.
Embodiment
In order to make those skilled in the art person understand the present invention program better, the present invention is described in further detail below in conjunction with drawings and embodiments.
At first, the theory diagram of reference apparatus of the present invention first embodiment shown in Figure 3:
In this embodiment, apparatus of the present invention comprise: service request interface module 31, obtain feedback people's module 32 and feedback strategy module 33, obtain feedback people module 32 and couple with service request interface module 31 and feedback strategy module 33 respectively.Wherein, feedback strategy module 33 generates feedback strategy according to each feedback business agent's feedback procedure, obtain feedback people module 32 when service request interface module 31 is sent service request, select the feedback business agent of this customer service according to this feedback strategy, this feedback business agent's information is returned to service request interface module 31.Notify this feedback business agent to carry out corresponding feedback processing activity by service request interface module 31.
As shown in the figure, the feedback strategy module embodiment comprises: feedback strategy sub module stored 331, feedback operation record sub module 332 and feedback strategy generate submodule 333.Wherein, feedback strategy generation submodule 333 couples with feedback strategy memory cell 331 and feedback procedure information memory cell 332 respectively.Feedback strategy sub module stored 331 is used for the store feedback strategy; Feedback operation record sub module 332 is used for writing down the job information that the feedback business agent carries out the customer service feedback procedure, and this information comprises at least: the customer satisfaction weights; Feedback strategy generates submodule 333 and is used for generating feedback strategy according to the information of feedback procedure information memory cell, and is stored in the feedback strategy memory cell.
In the present invention, need generate concrete feedback strategy according to the job information that the feedback business agent carries out in the customer service feedback procedure, that is to say, feedback strategy is dynamic change, and obtaining feedback people module needs to select the suitable feedback business agent of this feedback according to current feedback strategy.
In order to make the client obtain satisfied feedback service, after each feedback finished, feedback operation record sub module 332 record feedback business agents carried out the job information in the customer service feedback procedure, such as customer satisfaction, and information such as customer complaint situation.Available these information can be provided with corresponding weights respectively, so that these information are quantized.Feedback strategy generates submodule 333 and determines that according to these quantized values which or which feedback business agent can be used as the candidate of this feedback, that is to say, generates current feedback strategy.
Such as, feedback strategy table of storage in feedback strategy memory cell 331 in advance, this table record information such as customer number, service request class of service, feedback business agent job number, feedback weights.Wherein, the feedback weights have write down the feedback weights of each feedback business agent to corresponding client.It is high more that weights can be set, and shows that the corresponding suitable more enterprise that represents of feedback business agent carries out this feedback.When obtaining the best feedback person, preferentially select this feedback business agent to feed back next time; When the feedback weights were negative, expression need limit this feedback business agent and carry out this feedback.
Every through once feeding back business service, the feedback business agent's that participates in this feedback job information there are record, a customer satisfaction as previously mentioned.Feedback strategy generates submodule just can calculate this feedback weights of this feedback business agent according to these records, and the feedback weights with this carry out addition with historical feedback weights simultaneously, can certainly carry out other calculating, such as pressing the certain weight addition.Result after calculating is fed back the current feedback weights of business agent as this.This feedback weights are added or be updated in the described feedback strategy table.
Certainly, can also realize the function of feedback strategy module by other modes, carry out feedack at every turn and accumulate as long as will feed back the business agent, when needs carry out new service request feedback, therefrom obtain best feedback strategy and can reach purpose of the present invention.
As seen, in this way, can from the service request feedback information of accumulation, generate current feedback strategy, and this feedback strategy brings in constant renewal in according to actual feedback performance of each feedback business agent, thereby can provide best feedback strategy for the feedback service business.
Because each feedback business agent is in running order in selected possibility then, also may be in idle condition.Therefore the feedback business of handling in real time for needs needs also to determine whether the feedback business agent who chooses can carry out this feedback.
Theory diagram with reference to apparatus of the present invention second embodiment shown in Figure 4:
Be with the difference of first embodiment shown in Figure 3, in this embodiment, increased and obtained business agent's working condition interface module 34 that feedback people module 32 couples, with according to the request of obtaining feedback people module, call external system 40 and determine whether the feedback business agent who obtains the selection of feedback people module can feed back the client.
After obtaining feedback people module 32 and obtaining the judged result of external system, can directly this result be returned to and obtain feedback people module, obtain feedback people module and decide this to select whether success according to this result, and the message that need return to the service request interface module.
In order to improve efficiency of selection to the feedback business agent, can also in apparatus of the present invention, be provided with one with obtain the best feedback people that feedback people's module 32 and business agent's working condition interface module 34 couple and screen module 35, definite result with the external system that obtains according to business agent's working condition interface module, judge whether that the next one of selecting feedback strategy to provide feeds back the business agent, and the judged result notice is obtained feedback people module.
Best feedback people screens module 35 can be provided with whether needs are selected next feedback business agent according to the attribute of customer type and service request.Can be artificial setting, also the information in the service request that can send according to the service request interface module be provided with automatically.Select next feedback business agent if desired, then notice is obtained feedback people module, after obtaining feedback people module and receiving this notice, selects the next business agent of feedback from the candidate that current feedback strategy provides.Repeat said process then, promptly call external system this feedback business agent is judged, up to selecting suitable feedback business agent by business agent's working condition interface module.
In order to guarantee can both to be fed back timely all clients' request, all right some alternative feedback business agents of static configuration are to prevent can not to handle this professional situation according to the feedback business agent that current feedback strategy is selected.
Theory diagram with reference to apparatus of the present invention the 3rd embodiment shown in Figure 5:
Different with second embodiment shown in Figure 4 is, in this embodiment, apparatus of the present invention have also comprised: feedback people configuration module 36, with obtain feedback people module 32 and couple, be used for according to client properties and service request attribute configuration feedback business agent, these can be fed back the business agent and store in the feedback people static configuration table, such as, information such as this feedback business agent job number, corresponding client numbering in this table, stored.When obtaining screening that feedback people module screens module according to described best feedback people when failing to obtain to carry out the feedback business agent of this feedback, can from feedback people configuration module, select to carry out the feedback business agent of this feedback.When selecting, can select according to the order in the feedback people static configuration table, can also select at random.These feedbacks business agent can have all or part of overlappingly with the feedback business agent that provides in the feedback strategy, also can not have overlapping.
Effective in order further to guarantee the feedback business agent who from feedback people static configuration table, selects, can also be provided with one between feedback people's module 32 and the feedback strategy memory module 33 and be not suitable for feeding back the people and screen module 37 obtaining, be used for according to current feedback strategy, judge whether obtain the feedback business agent that feedback people module obtains from feedback people configuration module suitable, and determine whether to select to feed back the next one feedback business agent who provides in people's configuration module, and the judged result notice is obtained feedback people module according to judged result.
Mention among the embodiment of front, the feedback strategy module need generate the required feedback strategy of described feedback people module selection feedback business agent according to each feedback procedure that feeds back the business agent.In this process, can feed back optional state and the priority level that the current feedback weights of business agent embody each feedback business agent by each, therefore, being not suitable for feeding back the people screens module 37 and also can judge whether obtain the feedback business agent that feedback people module obtains from feedback people configuration module suitable according to this information.Such as, the current feedback weights of this feedback business agent are negative, show that then it is not suitable for handling current feedback business.
The front is also mentioned, in the feedback people configuration module feedback business agent's list of static configuration with and feedback strategy in feedback business agent's list of providing can have all or part of overlappingly, can not have overlapping yet.If can not from current feedback strategy, find this feedback business agent's information, then can be defaulted as and to carry out this feedback.
Certainly, also may call external system to the feedback business agent who from feedback people configuration module, obtains and determine whether this feedback business agent can feed back the client by business agent's working condition interface module.If all feedback business agents of static configuration can not handle this feedback, can judge that then this client is difficult client.
For difficult client, need to select veteran business agent to feed back.Can be according to service request information (as the service request classification) from the feedback strategy table, calculate the weights summation of all business agent's weights in this service request feedback, just will feed back the business agent adds up at the weights mark of this service request feedback of all clients, the high more expression experience of mark is abundant more, then preferentially selects the high feedback business agent of total weight value to feed back.In this case, difficult customer satisfaction kilsyth basalt can be set, when generating feedback strategy, consider the feedback business agent's weights in the difficult customer satisfaction kilsyth basalt.
If all feedback business agents can not handle this feedback, then obtain feedback people module 32 and can return corresponding message, such as alarm or selection failed message to service request interface module 31.At this moment, can increase new feedback business agent.
Based on above-mentioned thought, the present invention also provides a kind of customer service business feedback method, and Fig. 6 shows the realization flow of the inventive method first embodiment, may further comprise the steps:
Step 601: the feedback procedure according to each feedback business agent generates feedback strategy.
After each feedback, record feedback business agent carries out the job information in the customer service feedback procedure, such as: customer satisfaction weights etc.Then, this job information according to record calculates this feedback weights of this feedback business agent, again this feedback weights and the feedback weights of this feedback business agent's history are carried out corresponding calculating, such as direct addition or according to different weights additions, with the data that calculate current feedback weights as this feedback business agent.Like this, the weights according to each feedback business agent generate current feedback strategy.
In order more to clearly demonstrate this process, below this measure example is described.
As shown in table 1 below, after the feedback business agent feeds back customer service request, write down client's satisfaction, and every kind of satisfaction is provided with corresponding weights, so that this satisfaction is quantized, be convenient to follow-up calculating.
Table 1:
| Numbering | Title | Weights |
| 1 | Very satisfied | 5 |
| 2 | Satisfied | 3 |
| Numbering | Title | Weights |
| 3 | Be satisfied in the main | 1 |
| 4 | More dissatisfied | -3 |
| 5 | Very dissatisfied | -5 |
Difficult customer satisfaction kilsyth basalt, as shown in table 2 below.For difficult client, customer satisfaction is lower comparatively speaking, business agent's technical ability is required than higher, so weights setting can be distinguished to some extent.The occupation mode of this table is basic to be to adopt the record in the difficult customer satisfaction kilsyth basalt when calculating feedback business agent weights as the client of feedback for difficult client the time with, unique difference with " customer satisfaction " epiphase.
Table 2:
| Numbering | Title | Weights |
| 1 | Very satisfied | 15 |
| 2 | Satisfied | 10 |
| 3 | Be satisfied in the main | 5 |
| 4 | More dissatisfied | -1 |
| 5 | Very dissatisfied | -3 |
In addition, also want the feedback strategy information of setting up customer-centric, as shown in table 3, this table mainly comprises information such as customer number, service request classification, feedback business agent job number, feedback weights.
Table 3:
| Customer number | The service request classification | Feedback business agent job number | The feedback weights |
| 13812345678 | Customer complaint | 101 | 15 |
| 13812345678 | Customer complaint | 102 | 10 |
| 13812345678 | Customer complaint | 103 | 1 |
| 13812345678 | Customer complaint | 104 | -10 |
| 13812345678 | Customer complaint | 105 | -15 |
| 13812345678 | Client's suggestion | 111 | 10 |
| Customer number | The service request classification | Feedback business agent job number | The feedback weights |
| 13812345678 | Client's suggestion | 102 | -10 |
| 13812345678 | Client's suggestion | 113 | 1 |
| 13800000001 | Customer complaint | 121 | 15 |
| ...... | ...... | ...... | ...... |
Wherein, the implication of each segment information is as follows:
Customer number: to the unique identification of each client's setting;
The service request classification: because the restriction that the business agent is familiar with business, therefore different service request classifications can be preserved different feedback people and weights thereof;
Feedback business agent job number: feedback business agent job number, promptly feed back the people;
Feedback weights: write down the feedback weights of each feedback business agent to corresponding client.Weights are high more, and expression is at this client, and on behalf of enterprise, this business agent is suitable more feed back.When obtaining the best feedback people, select this business agent to feed back with regard to preferential next time; When the feedback weights are negative, then need to limit this business agent this client is fed back.
After each business agent feeds back customer service request, calculate this feedback weights of this feedback business agent according to customer satisfaction, the feedback weights of feedback weights and history with this carry out addition simultaneously.
Concrete feedback weights calculation process is as follows:
1. business agent 101 is after feeding back the service request of " customer complaint " type of client 13812345678, and the client represents " very satisfied ";
2. obtain the weights of " very satisfied " according to " customer satisfaction " table, these weights are " 5 ";
3. calculating this business agent 101 is 5 at the feedback weights to client 13812345678;
4. obtaining business agent 101 of preserving in " client's feedback strategy table " is 15 at the history feedback weights to the service request of " customer complaint " type of client 13812345678;
5. business agent 101 is fed back the weights addition at the history feedback weights to client 13812345678 with this, obtain final feedback weights: 15+5=20;
6. final feedback right value update is preserved business agent 101 in " client's feedback strategy table " in feedback weights, just 20 to the service request of " customer complaint " type of client 13812345678;
Feedback strategy information table after the renewal is as shown in table 3:
Table 3:
| Customer number | The service request classification | Feedback business agent job number | The feedback weights |
| 13812345678 | Customer complaint | 101 | 20 |
| 13812345678 | Customer complaint | 102 | 10 |
| Customer number | The service request classification | Feedback business agent job number | The feedback weights |
| ...... | ...... | ...... | ...... |
Like this, just can generate current feedback strategy according to the information in this table.Such as, according to each feedback business agent's feedback weights ordering, list short-list.
Step 602: when client requests is served, select the feedback business agent according to feedback strategy.
As top example, feedback business agent's 101 feedback weights are the highest, preferentially select it to carry out this feedback.
Effective for the feedback business agent who guarantees to select, can also inquire about its current working state, determine further whether this feedback business agent can handle this business immediately.
Step 603: judge whether this feedback business agent can feed back the client.If of course, enter step 604; Otherwise, enter step 605.
To by the agency of in the description of apparatus of the present invention, can whether can feed back the business agent who selects in front by external system.Certainly, also can in native system, judge.
Step 604: it is professional to handle this feedback by this feedback business agent.
Step 605: the next one feedback business agent who selects feedback strategy to provide.Then, return step 603, proceed to judge.
For the feedback business agent who prevents to be provided by feedback strategy can not handle the professional situation of current feedback, can also carry out static configuration to the feedback business agent in advance in conjunction with prior art.
The realization flow of second embodiment of reference the inventive method shown in Figure 7 may further comprise the steps:
Step 701: be saved in the feedback people static configuration table in advance according to client properties and service request attribute configuration feedback business agent, and with it.
Step 702: the feedback procedure according to each feedback business agent generates feedback strategy.
Step 703: when client requests is served, determine whether suitable feedback business agent according to feedback strategy.If no, then enter step 704; Otherwise, enter step 705.
Select the feedback business agent and it is judged whether to be fit among professional process of this feedback and first embodiment shown in Figure 6 similar according to feedback strategy, do not repeat them here.
Step 704: the feedback business agent who from feedback people static configuration table, selects to carry out this feedback service.
Because these feedbacks business agent is a static configuration, therefore can select according to the order in this table when selecting, and also can select at random, can certainly preestablish some corresponding strategies and select.Then, enter step 705.
Step 705: it is professional to handle this feedback by this feedback business agent.
Effective in order to guarantee the feedback business agent who from feedback people static configuration table, selects, can also judge whether this feedback business agent is suitable according to the feedback business agent's who writes down job information.
Such as, if the current feedback weights of this feedback business agent are negative value, determine that then this feedback business agent is not suitable for carrying out this feedback.
In addition, can also be further handle identical method, promptly its current working state is inquired about, to determine whether this feedback business agent can handle this business immediately according to inspection to the feedback business agent that selects according to feedback strategy.The specific implementation process can be with reference to the description of front.
By the foregoing description as can be seen, the present invention can carry out the information accumulation of feedback procedure with feed back the business agent at every turn, when new service request is fed back, obtaining the feedback business agent that the best feeds back from these information comes the client is fed back, thereby can improve feedback quality effectively, for the client provides better service.
Though described the present invention by embodiment, those of ordinary skills know, the present invention has many distortion and variation and do not break away from spirit of the present invention, wish that appended claim comprises these distortion and variation and do not break away from spirit of the present invention.
Claims (13)
1. customer service business feedback device, comprise: the service request interface module that couples mutually, obtain feedback people module, described obtaining fed back the service request selection feedback business agent that people's module is sent according to the service request interface module, and the information that will feed back the business agent returns to the service request interface module, it is characterized in that, also comprise:
The feedback strategy module couples with the described feedback people module of obtaining, and is used for generating the described required feedback strategy of feedback people module selection feedback business agent that obtains according to each feedback business agent's feedback procedure.
2. device according to claim 1 is characterized in that, described feedback strategy module comprises:
The feedback strategy sub module stored is used to store described feedback strategy;
The feedback operation record sub module is used for writing down the job information that the feedback business agent carries out the customer service feedback procedure;
Feedback strategy generates submodule, couple with described feedback strategy sub module stored and described feedback operation record sub module respectively, be used for generating described feedback strategy, and be stored in the described feedback strategy sub module stored according to the information of described feedback operation record sub module.
3. device according to claim 1 and 2 is characterized in that, described device also comprises:
Whether business agent's working condition interface module is used for the request of obtaining feedback people module according to described, call external system and determine describedly to obtain the feedback business agent that feedback people module selects and can feed back the client.
4. device according to claim 3 is characterized in that, described device also comprises:
Best feedback people screens module, couple with described feedback people's module and the described business agent's working condition interface module obtained respectively, be used for definite result according to the external system of described business agent's working condition interface module acquisition, judge whether that the next one of selecting described feedback strategy to provide feeds back the business agent, and notify the described feedback people module of obtaining judged result.
5. device according to claim 4 is characterized in that, described device also comprises:
Feedback people configuration module couples with the described feedback people module of obtaining, and is used for according to client properties and service request attribute configuration feedback business agent;
Obtain screening that feedback people module screens module according to described best feedback people when failing to obtain to carry out the feedback business agent of this feedback when described, from described feedback people configuration module, select to carry out the feedback business agent of this feedback.
6. device according to claim 5 is characterized in that, described device also comprises:
Be not suitable for feeding back the people and screen module, couple with described feedback people's module and the described feedback strategy module obtained respectively, the feedback strategy that provides according to described feedback strategy module is provided, judge whether described to obtain the feedback business agent that feedback people module obtains from described feedback people configuration module suitable, and determine whether to select the next one feedback business agent that provides in the described feedback people configuration module, and notify the described feedback people module of obtaining with judged result according to judged result.
7. a customer service business feedback method is characterized in that, comprising:
Receive client's service request, according to selecting the feedback business agent according to each feedback strategy that feeds back business agent's feedback procedure generation in advance;
It is professional to handle this feedback by described feedback business agent.
8. method according to claim 7 is characterized in that, the feedback procedure that described basis is respectively fed back the business agent generates feedback strategy, specifically comprises:
Record feedback business agent carries out the job information in the customer service feedback procedure, and this information comprises at least: the customer satisfaction weights;
Job information record according to each feedback business agent generates current feedback strategy.
9. method according to claim 8 is characterized in that, the step that the job information record that described basis is respectively fed back the business agent generates current feedback strategy comprises:
Calculate this feedback weights of this feedback business agent according to this job information of described record;
According to described this feedback weights and this feedback business agent's the feedback weights of history, determine this feedback business agent's current feedback weights;
Current feedback weights according to each feedback business agent generate current feedback strategy.
10. method according to claim 9 is characterized in that,
With described this feedback weights and this feedback business agent's the feedback weights addition of history, as this feedback business agent's current feedback weights.
11. according to each described method of claim 7 to 10, it is characterized in that, after the step of selecting the feedback business agent according to described feedback strategy, also comprise:
Judge whether described feedback business agent can feed back the client; If of course, then carry out handling the professional step of this feedback by described feedback business agent; If cannot, the next one feedback business agent who then selects described feedback strategy to provide continues to judge.
12. method according to claim 8 is characterized in that, described method also comprises:
Be saved in the feedback people static configuration table in advance according to client properties and service request attribute configuration feedback business agent, and with it;
When failing to obtain to carry out the feedback business agent of this feedback according to described feedback strategy, the feedback business agent who from described feedback people static configuration table, selects to carry out this feedback service.
13. method according to claim 12 is characterized in that, described method also comprises:
Determine according to the feedback business agent's who writes down job information whether the feedback business agent who selects is suitable from described feedback people static configuration table.
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| CN1223529A (en) * | 1998-09-30 | 1999-07-21 | 深圳市华为技术有限公司 | Call queuing route distribution method |
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| CN1700716A (en) * | 2004-05-19 | 2005-11-23 | 华为技术有限公司 | Call queuing method |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1223529A (en) * | 1998-09-30 | 1999-07-21 | 深圳市华为技术有限公司 | Call queuing route distribution method |
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| CN1700716A (en) * | 2004-05-19 | 2005-11-23 | 华为技术有限公司 | Call queuing method |
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