CN101645988B - Next-generation call center system and queuing method thereof - Google Patents
Next-generation call center system and queuing method thereof Download PDFInfo
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Abstract
The invention discloses a next-generation call center system and a queuing method thereof. The method configures a queuing policy combination comprising at least two queuing policies in advance, designates a priority of the queuing policies in the queuing policy combination, and comprises the following steps: A, acquiring a corresponding preprocessing policy according a designated skill in a queuing request of a user, acquiring the area code and priority level of the user according to the preprocessing policy and combining a routing policy; B, finding a seat for the user according to the routing policy and adding the user to a corresponding skill queue for queuing if no seat is found; and C, when a seat is idle, selecting a user for the idle seat from the skill queue according to the configured queuing policy combination. The method makes the queuing mode more flexible and adaptable to the needs of different applications.
Description
Technical field
The present invention relates to the field, call center, relate in particular to a kind of call center system of future generation and queuing strategy thereof.
Background technology
The call center is called customer service system again; It is the information system that is used for providing multiple access means such as phone, fax, Email to the user; Mainly be used for process user to enterprise's requirement, query, complaint, suggestion and consulting, like 1860 in the telecommunications industry, 95555 in the financial circles etc.
The Core Feature of call center is exactly for suitable user finds suitable seat (being routing policy and queuing policy), sets up the conversation between user and seat then, thereby realizes the service to the user.Routing policy has been meant when a plurality of seats are idle, from said a plurality of idle seats, has selected only seat for the user; Queuing policy is meant when the number of seats quantity not sufficient, when a plurality of user's wait service is arranged, how from these users, to select a user that should obtain serving.
Call center of future generation (NGCC) is meant the call center based on next generation network (NGN).At present, the queuing policy that in conventional call centers and call center of future generation, adopts is generally User Priority strategy or first-come-first-served policy.The User Priority strategy is meant that the priority according to the user is that idle seat is selected the user from skill queue; First-come-first-served policy is meant to idle seat selects to get at first the user that skill queue is ranked.
Obviously, the queuing strategy of prior art is more single, can not flexible adaptation in needs of different applications.Therefore, prior art awaits improving and development.
Summary of the invention
Technical problem to be solved by this invention provides a kind of call center system of future generation and queuing strategy thereof, makes queueing form more flexible, can be adapted to needs of different applications.
For solving the problems of the technologies described above, the present invention provides technical scheme following:
A kind of queuing strategy of call center system of future generation, said method comprise the queuing policy combination of at least two kinds of queuing policys in advance for system configuration, and specify the priority of queuing policy in the said queuing policy combination, and comprise the steps:
A, obtain corresponding pretreatment strategy, obtain user's area code, user's priority according to said pretreatment strategy, and be combined into routing policy according to the technical ability of appointment in user's the queuing request;
B, seek seat for the user, when not finding seat, the user is joined corresponding skill queue rank according to said routing policy;
When C, seat are idle, from all skill queue this free time seat selection user according to the queuing policy combination of said configuration.
Above-mentioned method; Wherein, step C specifically comprises: when seat is idle, carry out the queuing policy in the queuing policy combination of said configuration according to priority order from high to low; If only be left unique alternative user after executing one of them queuing policy; Then being that this seat is selected this unique alternative user free time, if execute also remaining more than one alternative user behind all queuing policys, then is that this free time seat is selected the user that gets into skill queue at first among the said more than one alternative user.
Above-mentioned method wherein, includes the hierarchical service strategy in the combination of the queuing policy of said configuration; Among the step C; When implementing said hierarchical service strategy; Be divided into the user in all skill queue: the call completing rate on the User Priority does not reach the set of threshold values, the set that the call completing rate on the User Priority has reached threshold values; And from the said set that does not reach threshold values, select alternative user according to User Priority order from high to low; If the said set that does not reach threshold values is then selected alternative user according to User Priority order from high to low for empty from the said set that reaches threshold values.
Above-mentioned method wherein, includes the User Priority strategy in the combination of the queuing policy of said configuration; Among the step C, when implementing said User Priority strategy, select the highest user of priority as alternative user.
Above-mentioned method wherein, includes the technical ability ratio strategy in the combination of the queuing policy of said configuration; Among the step C; When implementing said technical ability ratio strategy; Connection time percentage according to each technical ability on this free time seat is divided into the technical ability on this free time seat technical ability that does not reach technical ability ratio threshold values and the technical ability that has reached technical ability ratio threshold values, preferentially selects alternative user from the said corresponding skill queue of technical ability that does not reach threshold values.
Above-mentioned method wherein, includes the technical ability priority policy in the combination of the queuing policy of said configuration; Among the step C, when implementing said technical ability priority policy, according to the user on the corresponding skill queue of technical ability priority selective sequential from high to low of this free time seat as alternative user.
Above-mentioned method wherein, includes the area strategy in the combination of the queuing policy of said configuration; Among the step C, when implementing said area strategy, preferentially perhaps have only the local user just can obtain service manner according to the local user and select alternative user.
A kind of call center system of future generation comprises, configuration module, unified service platform, pretreatment module, routing queue module and database, wherein:
Said configuration module is used to the queuing policy combination that system configuration comprises at least two kinds of queuing policys, and specifies the priority of queuing policy in the said queuing policy combination, and configuration result is kept in the said database;
Said unified service platform is used for the user when system request is served, and user's queuing request is sent to said pretreatment module;
Said pretreatment module; Be used for obtaining corresponding pretreatment strategy according to the technical ability of said queuing request appointment; Obtain user's area code, user's priority according to said pretreatment strategy, and be combined into routing policy, said routing policy is sent to said routing queue module;
Said routing queue module; Be used for seeking seat for the user according to said routing policy; When not finding seat; The user being joined corresponding skill queue rank, and when seat is idle, be this free time seat selection user from all skill queue according to the queuing policy combination of said configuration.
Compared with prior art; Technical scheme of the present invention can make call center system according to needs of different applications; Through being the queuing policy combination of system configuration multiple (at least two kinds) queuing policy; And the priority (being the execution sequence of queuing policy) of appointment queuing policy wherein, the user that selection should obtain serving from the user of a plurality of wait service provides service for it then.So, make that the user of various technical ability, each area, various priority is reasonably served.And then, improve professional user satisfaction and occupation rate of market, tangible economic benefit and social benefit are arranged.
Description of drawings
Fig. 1 is the structural representation of the call center system of future generation of the embodiment of the invention;
Fig. 2 is the flow chart of the queuing strategy of the embodiment of the invention.
Embodiment
For making the object of the invention, technical scheme and advantage clearer, will combine accompanying drawing and specific embodiment to describe the present invention below.
With reference to Fig. 1, the call center system of future generation of the embodiment of the invention mainly comprises: configuration module, unified service platform, pretreatment module, routing queue module and database.Wherein, said configuration module, pretreatment module, routing queue module and database are arranged in CTI (Computer TelephonyIntegration, the computer telephone integration) server of system; Said unified service platform is an external entity, for example, can be UP10.Said pretreatment module is accomplished the preliminary treatment to queuing request; And preliminary treatment is a time-consuming procedure; Therefore; Pretreatment module described in the embodiment of the invention can be for a plurality of, and according to the load balancing principle queuing request are assigned to and carried out preliminary treatment in each pretreatment module by the top control module in the cti server (figure does not show).Below the function of above-mentioned each module is described in detail.
Configuration module: be used to the queuing policy combination that system configuration comprises at least two kinds of queuing policys, and specify the priority (being the execution sequence of queuing policy) of queuing policy in the said queuing policy combination, configuration result is kept in the said database.
Wherein, the queuing policy for system configuration comprises: hierarchical service strategy, User Priority strategy, technical ability ratio strategy, technical ability priority policy and area strategy.In embodiments of the present invention, the preferred execution sequence of queuing policy is: hierarchical service strategy, User Priority strategy, technical ability ratio strategy, technical ability priority policy, area strategy.
Unified service platform: be used for the user when system request is served, user's queuing request is sent to pretreatment module.
Pretreatment module: be used for obtaining corresponding pretreatment strategy according to the technical ability of said queuing request appointment; Obtain user's area code, user's priority according to said pretreatment strategy; And be combined into routing policy, said routing policy is sent to routing queue module.
Routing queue module: be used for seeking seat for the user, when not finding seat, the user joined corresponding skill queue rank according to said routing policy; And when seat is idle, from all skill queue this free time seat selection user according to the queuing policy combination of said configuration.
Below 5 kinds of queuing policys in the embodiment of the invention are introduced one by one.
(1) hierarchical service strategy
System defines a call completing rate threshold values in advance for each User Priority, when the actual call completing rate on certain User Priority less than this priority on during specified threshold, this user priority obtains the service of operator's (seat).
When operator's (seat) is idle, a plurality of users are arranged just in wait service, then system is divided into two set to the user:
Set A: the call completing rate on the User Priority does not reach the set of threshold values;
Set B: the call completing rate on the User Priority reaches the set of threshold values.
Earlier on set A, seek the user according to User Priority order from high to low, if on a certain User Priority, found one or more users, then with the user who finds as alternative user.
If set A is an empty set, then on set B, seek the user according to User Priority order from high to low, same, if on a certain User Priority, found one or more users, then with the user who finds as alternative user.
(2) User Priority strategy
The highest user priority of user's medium priority of wait service obtains service, is about to the highest user of said priority as alternative user.
(3) technical ability ratio strategy
For service times ratio of each technical ability configuration of each seat, in order to avoid seat provides service for too much user on its consummate technical ability, and the chance that other users can not get serving.The technical ability ratio is being represented the weight of service times between each technical ability of same seat, a seat skilled ratio sum be 100%.
When selecting the user for seat; According to each technical ability on this seat connection time percentage be divided into technical ability that does not reach technical ability ratio threshold values and the technical ability that reaches technical ability ratio threshold values to technical ability, preferentially never reach then on the corresponding skill queue of the technical ability of threshold values and select alternative user.
(4) technical ability priority policy
For priority of each technical ability configuration of each seat, so that the technical ability that lets seat use him to be good at most provides service as the user.When selecting the user for seat, according to the user on the corresponding skill queue of technical ability priority selective sequential from high to low of this seat as alternative user.
(5) area strategy
Preferentially perhaps have only the local user just can obtain service manner according to the local user and select alternative user.
When seat is idle; Carry out above-mentioned queuing policy according to priority order from high to low; If only be left unique alternative user after executing one of them queuing policy; Then being that this seat is selected this unique alternative user free time, if execute also remaining more than one alternative user behind all queuing policys, then is that this free time seat is selected the user that gets into skill queue at first among the said more than one alternative user.
Fig. 2 is the flow chart of the queuing strategy of the embodiment of the invention, and the concrete implementation procedure below in conjunction with Fig. 1 and Fig. 2 introduce queuing mainly comprises the steps:
Step 201: comprise the queuing policy combination of at least two kinds of queuing policys in advance for system configuration, and specify the priority of queuing policy in the said queuing policy combination.
In the present embodiment, the queuing policy that is disposed is followed successively by according to priority order from high to low: hierarchical service strategy, User Priority strategy, technical ability ratio strategy, technical ability priority policy, area strategy.
Step 202: as user during to system request operator's service, unified service platform with CpQueueReq message to pretreatment module dispatcher queue request.
Step 203: pretreatment module is obtained corresponding pretreatment strategy according to the technical ability of appointment in the queuing request, obtains user's area code, user's priority according to said pretreatment strategy, and is combined into routing policy;
Step 204: pretreatment module sends to routing queue module to the preliminary treatment result with RouteQueueReq message.
Step 205: routing queue module if find, gets into step 213 according to the seat suitable for the user seeks of the routing policy among the said preliminary treatment result, otherwise, get into step 206;
Step 206: the user is joined corresponding skill queue rank, and when having seat idle, get into step 207;
Step 207: routing queue module is carried out the hierarchical service strategy, execute said hierarchical service strategy after, judge whether only remaining unique alternative user, if, get into step 213, otherwise, entering step 208;
Step 208: routing queue module is carried out the User Priority strategy, execute said User Priority strategy after, judge whether only remaining unique alternative user, if, get into step 213, otherwise, entering step 209;
Step 209: routing queue module is carried out the technical ability ratio strategy, execute said technical ability ratio strategy after, judge whether only remaining unique alternative user, if, get into step 213, otherwise, entering step 210;
Step 210: routing queue module is carried out the technical ability priority policy, execute said technical ability priority policy after, judge whether only remaining unique alternative user, if, get into step 213, otherwise, entering step 211;
Step 211: routing queue module is carried out the area strategy, execute said regional strategy after, judge whether only remaining unique alternative user, if, get into step 213, otherwise, entering step 212;
Step 212: according to serving principle first earlier, select unique user, that is: the user that selection gets into skill queue at first from execute the remaining a plurality of alternative user in strategy back, said area.
Step 213: routing queue module is returned the queuing success message with RouteQueueAck message to unified service platform, comprises selected user and agent phone number in the message.
Step 214: unified service platform is set up the conversation between seat and user, realizes the service to the user.
The concrete implementation of step 207 each queuing policy in the step 211 can be referring to preamble to each tactful description.Wherein, The hierarchical service strategy is input as the user that all are waited in the step 207 in skill queue; In the step 208 the User Priority strategy be input as a plurality of alternative user who selects in the step 207, and the like, the technical ability ratio strategy is input as a plurality of alternative user who selects in the step 208 in the step 209; In the step 210 the technical ability priority policy be input as a plurality of alternative user who selects in the step 209, the area strategy is input as a plurality of alternative user who selects in the step 210 in the step 211.
Can find out from top description; Technical scheme of the present invention can make call center system according to needs of different applications; Through being the queuing policy combination of system configuration multiple (at least two kinds) queuing policy; And the priority (being the execution sequence of queuing policy) of appointment queuing policy wherein, the user that selection should obtain serving from the user of a plurality of wait service provides service for it then.So, make that the user of various technical ability, each area, various priority is reasonably served.And then, improve professional user satisfaction and occupation rate of market, tangible economic benefit and social benefit are arranged.
Should be noted that at last; Above embodiment is only unrestricted in order to technical scheme of the present invention to be described; Those of ordinary skill in the art is to be understood that; Can make amendment or be equal to replacement technical scheme of the present invention, and not break away from the spirit of technical scheme of the present invention, it all should be encompassed in the middle of the claim scope of the present invention.
Claims (12)
1. the queuing strategy of a call center system of future generation is characterized in that, comprises the queuing policy combination of at least two kinds of queuing policys in advance for system configuration, and specifies the priority of queuing policy in the said queuing policy combination, and said method comprises the steps:
A, obtain corresponding pretreatment strategy, obtain user's area code, user's priority according to said pretreatment strategy, and be combined into routing policy according to the technical ability of appointment in user's the queuing request;
B, seek seat for the user, when not finding seat, the user is joined corresponding skill queue rank according to said routing policy;
When C, seat are idle, from all skill queue this free time seat selection user according to the queuing policy combination of said configuration;
Step C specifically comprises: when seat is idle; Carry out the queuing policy in the queuing policy combination of said configuration according to priority order from high to low; If only be left unique alternative user after executing one of them queuing policy; Then being that this seat is selected this unique alternative user free time, if execute also remaining more than one alternative user behind all queuing policys, then is that this free time seat is selected the user that gets into skill queue at first among the said more than one alternative user.
2. the method for claim 1 is characterized in that:
Include the hierarchical service strategy in the queuing policy combination of said configuration;
Among the step C; When implementing said hierarchical service strategy; Be divided into the user in all skill queue: the call completing rate on the User Priority does not reach the set of threshold values, the set that the call completing rate on the User Priority has reached threshold values; And from the said set that does not reach threshold values, select alternative user according to User Priority order from high to low; If the said set that does not reach threshold values is then selected alternative user according to User Priority order from high to low for empty from the said set that reaches threshold values.
3. the method for claim 1 is characterized in that:
Include the User Priority strategy in the queuing policy combination of said configuration;
Among the step C, when implementing said User Priority strategy, select the highest user of priority as alternative user.
4. the method for claim 1 is characterized in that:
Include the technical ability ratio strategy in the queuing policy combination of said configuration;
Among the step C; When implementing said technical ability ratio strategy; Connection time percentage according to each technical ability on this free time seat is divided into the technical ability on this free time seat technical ability that does not reach technical ability ratio threshold values and the technical ability that has reached technical ability ratio threshold values, preferentially selects alternative user from the said corresponding skill queue of technical ability that does not reach threshold values.
5. the method for claim 1 is characterized in that:
Include the technical ability priority policy in the queuing policy combination of said configuration;
Among the step C, when implementing said technical ability priority policy, according to the user on the corresponding skill queue of technical ability priority selective sequential from high to low of this free time seat as alternative user.
6. the method for claim 1 is characterized in that:
Include the area strategy in the queuing policy combination of said configuration;
Among the step C, when implementing said area strategy, preferentially perhaps have only the local user just can obtain service manner according to the local user and select alternative user.
7. a call center system of future generation is characterized in that, comprise, and configuration module, unified service platform, pretreatment module, routing queue module and database, wherein:
Said configuration module is used to the queuing policy combination that system configuration comprises at least two kinds of queuing policys, and specifies the priority of queuing policy in the said queuing policy combination, and configuration result is kept in the said database;
Said unified service platform is used for the user when system request is served, and user's queuing request is sent to said pretreatment module;
Said pretreatment module; Be used for obtaining corresponding pretreatment strategy according to the technical ability of said queuing request appointment; Obtain user's area code, user's priority according to said pretreatment strategy, and be combined into routing policy, said routing policy is sent to said routing queue module;
Said routing queue module; Be used for seeking seat for the user according to said routing policy; When not finding seat; The user being joined corresponding skill queue rank, and when seat is idle, be this free time seat selection user from all skill queue according to the queuing policy combination of said configuration;
Said routing queue module specifically is used for: when seat is idle; Carry out the queuing policy in the queuing policy combination of said configuration according to priority order from high to low; If only be left unique alternative user after executing one of them queuing policy; Then being that this seat is selected this unique alternative user free time, if execute also remaining more than one alternative user behind all queuing policys, then is that this free time seat is selected the user that gets into skill queue at first among the said more than one alternative user.
8. system as claimed in claim 7 is characterized in that:
Said configuration module is to include the hierarchical service strategy during the queuing policy of system configuration makes up;
Said routing queue module is when implementing said hierarchical service strategy; Be divided into the user in all skill queue: the call completing rate on the User Priority does not reach the set of threshold values, the set that the call completing rate on the User Priority has reached threshold values; And from the said set that does not reach threshold values, select alternative user according to User Priority order from high to low; If the said set that does not reach threshold values is then selected alternative user according to User Priority order from high to low for empty from the said set that reaches threshold values.
9. system as claimed in claim 7 is characterized in that:
Said configuration module is to include the User Priority strategy during the queuing policy of system configuration makes up;
Said routing queue module selects the highest user of priority as alternative user when implementing said User Priority strategy.
10. system as claimed in claim 7 is characterized in that:
Said configuration module is to include the technical ability ratio strategy during the queuing policy of system configuration makes up;
Said routing queue module is when implementing said technical ability ratio strategy; Connection time percentage according to each technical ability on this free time seat is divided into the technical ability on this free time seat technical ability that does not reach technical ability ratio threshold values and the technical ability that has reached technical ability ratio threshold values, preferentially selects alternative user from the said corresponding skill queue of technical ability that does not reach threshold values.
11. system as claimed in claim 7 is characterized in that:
Said configuration module is to include the technical ability priority policy during the queuing policy of system configuration makes up;
Said routing queue module when implementing said technical ability priority policy, according to the user on the corresponding skill queue of technical ability priority selective sequential from high to low of this free time seat as alternative user.
12. system as claimed in claim 7 is characterized in that:
Said configuration module is to include the area strategy during the queuing policy of system configuration makes up;
Said routing queue module preferentially perhaps has only the local user just can obtain service manner according to the local user and selects alternative user when implementing said area strategy.
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| CN102263865B (en) * | 2010-05-24 | 2014-03-12 | 中兴通讯股份有限公司 | Real-time queuing feedback function realization method and system for next generation call center (NGCC) |
| CN102387265A (en) * | 2010-08-30 | 2012-03-21 | 中兴通讯股份有限公司 | Calling connection method and calling platform |
| CN105577958B (en) * | 2014-10-15 | 2019-09-17 | 阿里巴巴集团控股有限公司 | For adjusting distributing strategy and shunting the method, apparatus and system of user's request |
| CN106878571B (en) * | 2016-12-23 | 2019-07-02 | 河北远东通信系统工程有限公司 | A kind of self-adapting distribution method applied to wireline call |
| CN109559023A (en) * | 2018-11-14 | 2019-04-02 | 厦门路桥信息股份有限公司 | Cloud control center seat work order automatic scheduling method, medium and system |
| CN109769071B (en) * | 2019-01-17 | 2021-08-10 | 平安科技（深圳）有限公司 | Unified routing method, device and system based on data attribute matching |
| CN113114568B (en) * | 2021-04-08 | 2023-01-03 | 易谷网络科技股份有限公司 | Route processing method and route server |
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