CN102404466A - Method and device for confirming seat quantity in queue of call center - Google Patents
Method and device for confirming seat quantity in queue of call center Download PDFInfo
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Abstract
The invention discloses a method and a device for confirming seat quantity in a queue of a call center, which mainly include the following procedures: according to the corresponding relationship of preset scheduling models and scheduling time periods, confirming a scheduling model which should be adopted at present and can present the present telephone traffic state, and fully taking the call waiting time which can be tolerated by users into account when the seat quantity is calculated through the scheduling models. Accordingly, the finally confirmed seat number can flexibly and accurately confirm the seat quantity required by the call center so as to meet dynamic requirements of call business under the condition that the probability that the call waiting time of users is smaller than a second time period achieves to a preset value.
Description
Technical field
The present invention relates to field of computer technology, relate in particular to the method and apparatus of the quantity of attending a banquet in a kind of definite call center queue.
Background technology
The call center is the important channel of linking up between mobile communication carrier and its client, and (Interactive Voice Response is IVR) with manual position two parts to generally include interactive voice response.Pass judgment on the customer service quality of a call center; Usually a plurality of indexs be can weigh simultaneously, promptness rate (in the shorter queuing time, for example calling out the ratio that is switched in 15 seconds), final call completing rate for example connected (in the longer queuing time; For example call out the ratio that finally is switched in 60 seconds), or the like.
In order to improve the quality of service of call center, user calling can correctly be connected at short notice, effective and efficient manner increases the centre-seated quantity of call center queue exactly.Though increase the timely response that the quantity of attending a banquet can be guaranteed customer call; But; Increase the quantity of attending a banquet unlimitedly and also improved the operating cost of call center; And user calling quantity is at the different time sections skewness, if keep attending a banquet of larger amt more also can cause the wasting of resources of attending a banquet at call number always.
In order to address the above problem; A kind of scheme of the quantity of attending a banquet being dispatched according to telephone traffic and call completing rate has been proposed at present; This scheme is to the effect that: the telephone traffic and the call completing rate of call center in record a period of time; Historical telephone traffic and call completing rate are imported predefined traffic model; The quantity that this traffic module was attended a banquet in the call center according to the moment of historical telephone traffic, call completing rate and record telephone traffic and call completing rate calculates the quantity of attending a banquet that needs under the horizontal situation of calling of high-quality (being successfully to answer the call under user's the situation of queuing time less than setting-up time).
Above-mentionedly confirm to attend a banquet in the scheme of quantity according to telephone traffic and call completing rate; The traffic model that adopts is more single; Continuous conversion along with the time; The quantity of attending a banquet that adopts such scheme to confirm not necessarily can satisfy the demand of call center; Promptly when different time sections user calling quantity difference and the patient queuing duration of user change, the quantity of attending a banquet that above-mentioned traffic model also can only need according to fixing calculation of parameter can't be to different time section and the attend a banquet quantity of user to the degrees of tolerance dynamic calculation call center needs of queuing time.
Summary of the invention
The embodiment of the invention provides the method and apparatus of the quantity of attending a banquet in a kind of definite call center queue, in order to solve exist in the prior art can't to different time section and user to the degrees of tolerance of queuing time flexibly, the accurate problem of the quantity of attending a banquet of definite call center needs.
The method of the quantity of attending a banquet in a kind of definite call center queue, said method comprises:
Write down the call data that produce when the call center receives customer call in first duration;
From predefined scheduling model and scheduling time section corresponding relation, confirm the scheduling model that the current time place time period is corresponding;
Said call data that utilize to produce and the scheduling model of confirming are confirmed when user calling queuing duration reaches set point less than the probability of second duration quantity of attending a banquet that the call center needs.
The equipment of the quantity of attending a banquet in a kind of definite call center queue, said equipment comprises:
Data recordin module is used to write down the call data that produce when the call center receives customer call in first duration;
The model determination module, from predefined scheduling model and scheduling time section corresponding relation, confirm the scheduling model that the current time place time period is corresponding;
Determination module is used to utilize the said call data and the scheduling model of confirming of generation, confirms when user calling queuing duration reaches set point less than the probability of second duration quantity of attending a banquet that the call center needs.
The embodiment of the invention according to predefined scheduling model and scheduling time section corresponding relation; Confirm the scheduling model of the current expression live traffice amount state that should adopt; And when utilizing scheduling model calculating to attend a banquet quantity; Also fully take into account the patient call queuing duration of user; Make the quantity of finally determining of attending a banquet reach under the condition of set point, can confirm the quantity of attending a banquet that the call center needs flexibly, exactly, to satisfy the dynamic need of call business at the probability of user calling queuing duration less than second duration.
Description of drawings
Fig. 1 is the method sketch map of the quantity of attending a banquet in definite call center queue in the embodiment of the invention one;
Fig. 2 is the device structure sketch map of the quantity of attending a banquet in definite call center queue in the embodiment of the invention three.
Embodiment
In order to realize the object of the invention; The embodiment of the invention according to predefined scheduling model and scheduling time section corresponding relation; Confirm the current scheduling model that should adopt, and when utilizing scheduling model calculating to attend a banquet quantity, also fully take into account the patient call queuing duration of user; Make the quantity of finally determining of attending a banquet reach under the condition of set point, can satisfy the dynamic need of current slot calling out at the probability of user calling queuing duration less than second duration.
Be elaborated through the scheme of Figure of description below to the embodiment of the invention.
Embodiment one:
As shown in Figure 1, the method sketch map for the quantity of attending a banquet in definite call center queue in the embodiment of the invention one said method comprising the steps of:
Step 101: write down the call data that produce when the call center receives customer call in first duration.
In this step; When the call center receives user calling; No matter whether this calling correctly is routed to attend a banquet, all can produce the call record that is referred to as " with circuit-switched data " by industry, the call center can write down the all-calls data in each bar call record.
Said call data include but not limited to following data:
The whether initiatively on-hook of the queuing duration of user's terminal iidentification, user's priority attribute, calling, user, call out system's call loss whether occurs; If call proceeding is to attending a banquet; Then also comprise: the duration of call, the sign of attending a banquet, whether call forwarding, and at the timestamp in each stage of calling procedure.
Each the bar call record that produces in first duration is kept in the database, so that the follow-up quantity of attending a banquet of confirming current needs of calculating according to the call data in the call record.
For the required quantity of attending a banquet of dynamic real-time ground adjustment current time; Can be used to the quantity Calculation of attending a banquet in real time with collecting call data in this step; Make the call data that collect to reflect the call state of current time call center exactly; Therefore, the concrete implementation procedure of this step can be following:
When the initial moment of said first duration arrived, the intracardiac call data of respectively attending a banquet and producing when responding user calling in monitoring and the metered call when arrive in the finish time of said first duration, obtained the call data that produce in first duration in real time.
Can be the zero hour of step 102 finish time at first duration, and present embodiment also is not limited to after first duration finishes a period of time execution in step 102 again.
Step 102: from predefined scheduling model and scheduling time section corresponding relation, confirm the scheduling model that the current time place time period is corresponding.
This step is before calculating the quantity of need confirming of attending a banquet, to carry out the operation of scene coupling, and rule of thumb value is confirmed the scheduling model that current time should adopt.
In the present embodiment, can rule of thumb be worth the scheduling model of confirming that the different time section is corresponding in advance, each scheduling model should reflect the call state in the time corresponding section.Can comprise high traffic model and low traffic matrix like scheduling model; High traffic model time corresponding section is conversation peak period in general sense, as comprising at least with the next time period: every month first day, every month last day, set in weekly day, setting-up time section (as early 8 o'clock to 10 o'clock) in every day; Low traffic matrix time corresponding section is the low peak period of conversation, like 10 o'clock to the 12 o'clock evening of every day.
Attend a banquet the traffic model of quantity according to the current time Dynamic Selection owing to be used to calculate in the present embodiment; That is to say that to calculate attend a banquet quantity and current call state (like call number etc.) directly related; Therefore, the follow-up quantity of attending a banquet that at every turn calculates can be mated the demand of attending a banquet of each time period flexibly, exactly.
Step 103: said call data that utilize to produce and the scheduling model of confirming, confirm when user calling queuing duration reaches set point less than the probability of second duration quantity of attending a banquet that the call center needs.
Whether user calling queuing duration reaches set point less than the probability of second duration can reflect the status requirements of current call center to call business; For example: if second duration is 60 seconds; Set point is 80%, representes that then the call center hopes that 80% calling can be continued to attending a banquet in 60 seconds; If second duration is 90 seconds, set point is 90%, representes that then the call center hopes that 90% calling can be continued to attending a banquet in 90 seconds.
After calculating the quantity of attending a banquet after in the scheduling model that the call data input step 102 that step 101 is definite is confirmed; The quantity of attending a banquet that calculates can satisfy the status requirements of current call center to call business; When changing to be implemented in different time sections user calling quantity difference and the patient queuing duration of user; Can be directed against different time section and user the quantity of attending a banquet, make that the quantity of attending a banquet that calculates can satisfy the professional status requirements in call center in real time the degrees of tolerance dynamic calculation call center needs of queuing time.
Embodiment two:
The embodiment of the invention two describes through the scheme of concrete instance to the embodiment of the invention one.
Suppose that the first duration T in the present embodiment two is 600 seconds.
Call data in the all-calls that writes down in first duration record are put in order, are obtained the call data after the integration as shown in table 1:
| incalls | The number of calls 50 that call center's accumulative total receives in first duration |
| shortcalls | Inserted the call center in first duration but access failure user's number of times 10 of on-hook initiatively when attending a banquet |
| fcalls | System's call loss amount 2 of accumulative total in first duration |
| os | The sign 0 that whether break down the call center in first duration |
| antimes | The call center receives the average call duration 45 seconds of calling in first duration |
Table 1
Description of contents in the his-and-hers watches 1 is following:
The number of calls incalls that call center's accumulative total receives in first duration supposes that incalls is 50 times in first duration.
First duration is inherent to be called out and has inserted the call center but access failure user number of times shortcalls of on-hook initiatively when attending a banquet; On-hook number of times when said active on-hook comprises the on-hook number of times when user's queuing duration surpasses the tolerance duration and do not reach the tolerance duration supposes that shortcalls is 10 times in first duration.
The call loss amount fcalls of system of accumulative total in first duration, fcalls call out in queuing process, because network environment is relatively poor or the system failure of call center causes calling out the number of times of passive on-hook, suppose that fcalls is 2 times in first duration.
The sign os that whether break down the call center in first duration is designated 1 when breaking down, be designated 0 when not breaking down, and supposes that os is 0 in first duration.
The call center receives the average call duration antimes of calling in first duration, and antimes is the mean value of each call duration in first duration, supposes that antimes is 45 seconds in first duration.
After call data were integrated, present embodiment two also need be confirmed the scheduling model that uses.Suppose in the present embodiment two that the definition scheduling model is high traffic model or low traffic matrix, below corresponding scheduling model of arbitrary time period be the high traffic model:
First day every month or every month last day;
Set busy day (like Monday) weekly;
Set when hurrying (like point in the mornings 8～10 every day) in every day.
If according to above-mentioned scheduling model and scheduling time section dividing mode, can obtain 8 kinds of scheduling models as shown in table 2 and scheduling time section corresponding relation.
Table 2
Wherein, 1 expression " being ", 0 expression " denying ".
To different scheduling models, employed parameter is also inequality, and is as shown in table 3, is the corresponding k of each scheduling model
1～k
4Data shown in the parameter, table 3 can be confirmed through empirical value or emulation mode.
| k 1 | k 2 | k 3 | k 4 | |
| Scheduling model 1 | 0.6694 | -0.0014 | 1.1675 | 2.3012 |
| Scheduling model 2 | 2.8587 | -0.4582 | 3.5578 | 0.5715 |
| Scheduling model 3 | 0.0018 | -3.1722 | 0.0025 | 0.0009 |
| Scheduling model 4 | 3.0577 | -0.2223 | 42.4439 | 0.5454 |
| Scheduling model 5 | 1.2406 | 0.1413 | 1.4995 | 1.244 |
| Scheduling model 6 | 1.2874 | -0.0152 | 2.6158 | 1.3379 |
| Scheduling model 7 | 1.6562 | 28.6868 | 1.1261 | 0.8923 |
| Scheduling model 8 | 1.6613 | 0.5398 | 11.0049 | 0.8937 |
Table 3
The corresponding pass of 8 kinds of scheduling models shown in the call list 2 and scheduling time section; Can determine the corresponding scheduling model of current time, suppose that current time is points in evenings 10 5 Wednesday of January, promptly not in arbitrary conversation peak period; Then should corresponding scheduling model 4, the k of employing
1～k
4Parameter is respectively 3.0577 ,-0.2223,42.4439,0.5454.
Call data after obtaining the integration shown in the table 1 and according to table 2 obtain scheduling model 4 after; Need also further to confirm that the call center hopes the probability of user calling queuing duration less than second duration; Calculate for the ease of formula, in the present embodiment probable value * that obtains 100 is reflected the status requirements slv of current call center to call business.
As shown in table 4, the user calling of representing for the different values of slv continues to the probability of attending a banquet in the queuing duration that can tolerate.
| slv＝100 | All user calling can both continue to attending a banquet at second duration |
| slv＝90 | 90% user calling can both continue to attending a banquet at second duration |
| slv＝80 | 80% user calling can both continue to attending a banquet at second duration |
| slv＝70 | 70% user calling can both continue to attending a banquet at second duration |
Table 4
Hypothesis slv is 80 in the present embodiment two.
Through obtain with upper type call data, scheduling model and user calling queuing duration less than the probability of second duration after, can utilize formula (1) to calculate the quantity of attending a banquet of confirming that the call center needs:
agn＝{[slv*(k
4*incalls-shortcalls)+k
3*fcalls]*(k
1+k
2*os)*antimes}/T (1)
Wherein: the attend a banquet quantity of agn for confirming; Slv is the probable value * 100 of user calling queuing duration less than second duration; k
1～k
4Parameter for corresponding scheduling model of current time place time period; Incalls is the number of calls that call center's accumulative total receives in first duration; Shortcalls is that inherent calling of first duration inserted the call center but access failure user's number of times of on-hook initiatively when attending a banquet; Fcalls is system's call loss amount of accumulative total in first duration; Os is the sign that whether break down the call center in first duration, wherein: when breaking down, be designated 1, be designated 0 when not breaking down; Antimes is the average call duration that the call center receives calling in first duration; T is first duration, and unit is second.
Above-mentioned numerical value substitution formula (1) is calculated as follows:
agn＝{[slv*(k
4*incalls-shortcalls)+k
3*fcalls]*(k
1+k
2*os)*antimes}/T
＝{[80*(0.5454*50-10)+42.4439*2]*3.0577*45}/600
＝336.306
Therefore, calculating confirms that the quantity of attending a banquet that current call center needs is 337.
In calculating the quantity of attending a banquet of current needs; Can compare with the quantity of attending a banquet of actual motion in the current call center queue; If that the quantity of attending a banquet of attend a banquet quantity and actual motion that calculate to confirm differs is less (as difference less than calculate definite quantity of attending a banquet 10%); The quantity of attending a banquet of then representing current actual motion is suitable, the adjustment of the quantity of need not attending a banquet; If that the quantity of attending a banquet of attend a banquet quantity and actual motion that calculate to confirm differs is big (as difference be not less than calculate definite quantity of attending a banquet 10%), represent that then the number needs of attending a banquet of current actual motion will be adjusted, specifically adjustment mode is:
If the quantity of calculate confirming of attending a banquet, is represented the lazy weight of attending a banquet of current call center greater than the quantity of attending a banquet of actual motion supporting current call business demand, the attendant at mode notification call center that can be through alarm increases the quantity of attending a banquet; If calculate the attend a banquet quantity of quantity of confirming of attending a banquet less than actual motion; The quantity of attending a banquet of representing current call center is greater than current call business demand; Cause the wasting of resources of attending a banquet, the attendant at mode notification call center that also can be through alarm reduces the quantity attend a banquet.
The concrete alarm mode that adopts comprises physics mode alarms such as sound, light.
Embodiment three:
The embodiment of the invention three also provides a kind of and embodiment one and embodiment two to belong to the equipment of the quantity of attending a banquet in the definite call center queue under the same inventive concept; As shown in Figure 2; Said equipment comprises data recordin module 11, model determination module 12 and determination module 13, and wherein: data recordin module 11 is used to write down the call data that produce when the call center receives customer call in first duration; Model determination module 12 from predefined scheduling model and scheduling time section corresponding relation, confirm the scheduling model that the current time place time period is corresponding; Determination module 13 is used to utilize the said call data and the scheduling model of confirming of generation, confirms when user calling queuing duration reaches set point less than the probability of second duration quantity of attending a banquet that the call center needs.
Particularly; Data recordin module 11 can carry out real-time communication with attending a banquet; On attending a banquet, the call record of per call is sent to data recordin module 11 through built-in dll file; Data recordin module 11 record and stored calls records, and can integrate the call data in the call record, call data as shown in table 1 obtained.
The physical record process of data recordin module 11 is: when the initial moment of said first duration arrives; The intracardiac call data of respectively attending a banquet and producing when responding user calling in real-time monitoring and the metered call; When arrive in the finish time of said first duration, obtain the call data that produce in first duration.
agn＝{[slv*(k
4*incalls-shortcalls)+k
3*fcalls]*(k
1+k
2*os)*antimes}/T (1)
Wherein: the attend a banquet quantity of agn for confirming; Slv is the probable value * 100 of user calling queuing duration less than second duration; k
1～k
4Parameter for corresponding scheduling model of current time place time period; Incalls is the number of calls that call center's accumulative total receives in first duration; Shortcalls is that inherent calling of first duration inserted the call center but access failure when attending a banquet, and the user is the number of times of on-hook initiatively; Fcalls is system's call loss amount of accumulative total in first duration; Os is the sign that whether break down the call center in first duration, wherein: when breaking down, be designated 1, be designated 0 when not breaking down; Antimes is the average call duration that the call center receives calling in first duration; T is first duration, and unit is second.
In addition; Confirm to attend a banquet in the call center queue and can further include memory module 14 and alarm module 15 in the equipment of quantity; Wherein: memory module 14 can be recorded in the call center and hope that user calling queuing duration is not less than the probability of second duration not simultaneously; The quantity of attending a banquet that needs is under 100%, 90%, 80% and 70% the situation less than the probability of second duration like the queuing duration of recording user, the quantity of attending a banquet that needs.
The method and apparatus that provides through the embodiment of the invention calculates the quantity of attending a banquet that the call center needs; Can satisfy the status requirements of current call center to call business; In the time of can also being implemented in simultaneously different time sections user calling quantity difference and the patient queuing duration of user and changing, the degrees of tolerance of queuing time is calculated flexibly, exactly the quantity of attending a banquet of call center's needs to different time section and user; In addition, when quantity is attended a banquet in calculating, gather call data in real time, make the call data that collect to reflect the call state of current time call center exactly, further improve the accuracy of the quantity of confirming of attending a banquet.
Obviously, those skilled in the art can carry out various changes and modification to the present invention and not break away from the spirit and scope of the present invention.Like this, belong within the scope of claim of the present invention and equivalent technologies thereof if of the present invention these are revised with modification, then the present invention also is intended to comprise these changes and modification interior.
Claims (9)
1. the method for the quantity of attending a banquet in the definite call center queue is characterized in that said method comprises:
Write down the call data that produce when the call center receives customer call in first duration;
From predefined scheduling model and scheduling time section corresponding relation, confirm the scheduling model that the current time place time period is corresponding;
Said call data that utilize to produce and the scheduling model of confirming are confirmed when user calling queuing duration reaches set point less than the probability of second duration quantity of attending a banquet that the call center needs.
2. the method for claim 1 is characterized in that, writes down the call data that the call center produces in first duration, specifically comprises:
When the initial moment of said first duration arrived, the intracardiac call data of respectively attending a banquet and producing when responding user calling in monitoring and the metered call when arrive in the finish time of said first duration, obtained the call data that produce in first duration in real time.
3. the method for claim 1 is characterized in that, said call data comprise the combination of following arbitrary data or data:
The number of calls that call center's accumulative total receives in first duration;
First duration is inherent to be called out and has inserted the call center but access failure when attending a banquet, and the user is the number of times of on-hook initiatively;
System's call loss amount of accumulative total in first duration;
The sign that whether break down the call center in first duration;
The call center receives the average call duration of calling in first duration.
4. the method for claim 1 is characterized in that, said scheduling model comprises high traffic model and low traffic matrix.
5. method as claimed in claim 4 is characterized in that, the scheduling time section that said high traffic model is corresponding comprises with the next time period at least:
Every month first day, every month last day, set in weekly day, setting-up time section in every day.
6. the method for claim 1 is characterized in that, confirms the quantity of attending a banquet that the call center needs through following formula:
agn＝{[slv*(k
4*incalls-shortcalls)+k
3*fcalls]*(k
1+k
2*os)*antimes}/T
Wherein: the attend a banquet quantity of agn for confirming; Slv is the probable value * 100 of user calling queuing duration less than second duration; k
1～k
4Parameter for corresponding scheduling model of current time place time period; Incalls is the number of calls that call center's accumulative total receives in first duration; Shortcalls is that inherent calling of first duration inserted the call center but access failure when attending a banquet, and the user is the number of times of on-hook initiatively; Fcalls is system's call loss amount of accumulative total in first duration; Os is the sign that whether break down the call center in first duration, wherein: when breaking down, be designated 1, be designated 0 when not breaking down; Antimes is the average call duration that the call center receives calling in first duration; T is first duration, and unit is second.
7. the equipment of the quantity of attending a banquet in the definite call center queue is characterized in that said equipment comprises:
Data recordin module is used to write down the call data that produce when the call center receives customer call in first duration;
The model determination module, from predefined scheduling model and scheduling time section corresponding relation, confirm the scheduling model that the current time place time period is corresponding;
Determination module is used to utilize the said call data and the scheduling model of confirming of generation, confirms when user calling queuing duration reaches set point less than the probability of second duration quantity of attending a banquet that the call center needs.
8. equipment as claimed in claim 7 is characterized in that,
Data recordin module; Specifically be used for when the initial moment of said first duration arrives; The intracardiac call data of respectively attending a banquet and producing when responding user calling in monitoring and the metered call when arrive in the finish time of said first duration, obtain the call data that produce in first duration in real time.
9. equipment as claimed in claim 7 is characterized in that,
Determination module specifically is used for confirming through following formula the quantity of attending a banquet of call center's needs:
agn＝{[slv*(k
4*incalls-shortcalls)+k
3*fcalls]*(k
1+k
2*os)*antimes}/T
Wherein: the attend a banquet quantity of agn for confirming; Slv is the probable value * 100 of user calling queuing duration less than second duration; k
1～k
4Parameter for corresponding scheduling model of current time place time period; Incalls is the number of calls that call center's accumulative total receives in first duration; Shortcalls is that inherent calling of first duration inserted the call center but access failure when attending a banquet, and the user is the number of times of on-hook initiatively; Fcalls is system's call loss amount of accumulative total in first duration; Os is the sign that whether break down the call center in first duration, wherein: when breaking down, be designated 1, be designated 0 when not breaking down; Antimes is the average call duration that the call center receives calling in first duration; T is first duration, and unit is second.
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| CN104168398A (en) * | 2013-08-09 | 2014-11-26 | 福建鑫翼祥信息科技有限公司 | Telephone call-out quantity control method |
| CN106302241A (en) * | 2015-05-20 | 2017-01-04 | 中国移动通信集团河南有限公司 | Online message array dispatching method and device |
| CN107426450A (en) * | 2017-07-05 | 2017-12-01 | 北京辰安信息科技有限公司 | A kind of method and device for calculating the busy degree in call center |
| CN111371959A (en) * | 2020-03-17 | 2020-07-03 | 集奥聚合(北京)人工智能科技有限公司 | Intelligent voice data processing method and device |
| CN112132595A (en) * | 2020-09-27 | 2020-12-25 | 泰康保险集团股份有限公司 | Call loss data processing method and device |
| CN112132595B (en) * | 2020-09-27 | 2023-11-28 | 泰康保险集团股份有限公司 | Call loss data processing method and device |
| CN113222377A (en) * | 2021-04-29 | 2021-08-06 | 上海天好信息技术股份有限公司 | Online artificial seat resource dynamic scheduling method based on real-time audio and video technology |
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