CN102523360B - Call routing algorithm based on multi-dimensional queue model - Google Patents
Call routing algorithm based on multi-dimensional queue model Download PDFInfo
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- CN102523360B CN102523360B CN201210008333.XA CN201210008333A CN102523360B CN 102523360 B CN102523360 B CN 102523360B CN 201210008333 A CN201210008333 A CN 201210008333A CN 102523360 B CN102523360 B CN 102523360B
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Abstract
The invention discloses a call routing algorithm based on a multi-dimensional queue model. The call routing algorithm comprises the steps of: firstly, combining a group of queue in a processor according to routing judgment condition dimensions, constituting a seat group according to different seat skills, and constituting a relevance weight matrix by using the weights of the one-to-one relevance of each seat group and each queue; and then, inputting telephone call information into a processor and processing the telephone call information. The call routing algorithm specifically comprises the following steps of: putting telephone calling information into different queues one by one for queuing according to call characteristics; carrying out the queuing of the telephone call information according to a first-in first-out rule in each queue; sequentially extracting the telephone call information of the queue head of each queue according to a sort order of the queue; selecting the seat group, with a maximum relevance weight, corresponding to the queue of the telephone call information of the queue head according to the relevance weight matrix; and selecting an idle seat for answering the call in the seat group. According to the invention, the call routing efficiency of a call center under a complex condition can be increased, and the dependence degree of the call center on hardware resources is lowered.
Description
Technical field
The present invention relates to a kind of call-center technology, particularly relate to a kind of call routing algorithm based on multi-dimensional queue model.
Background technology
Call center system, be again customer service system, be a kind of based on computer integrated with phone (CTI), communicate by letter, network, database technology be basic integrated information system, its objective is the phone for rapid answer client, the calling of the various media such as E-mail, Web, accept and process client consulting, report for repairment, the service business such as complaint.At present, large enterprise or public service industry have all built call center separately.In the actual operation of call center, often need to provide hierarchical service.So-called hierarchical service, refers to the demand according to enterprise, for different customer groups and business demand, provides the differentiated service of varying level.
Routing algorithm, for realizing better the differentiated service of call center, promotes utilance and the value of the seat resource of call center fast, very crucial.Conventionally, the strategy of enterprise's hierarchical service is all comparatively complicated, need to analyze judgement according to multiple condition, and these conditions are as levels of clients, type of service, seat technical ability, call time etc.At present, the call routing of call center system often adopts a complicated route analysis flow process of design to realize, and calculates level many, very high to the hardware resource requirement of system, invests larger.In this way, very uneconomical for some medium-sized call centers.
Summary of the invention
In order to overcome the problems referred to above, reduce the computation complexity of routing algorithm, the dependence of minimizing to hardware resource, the object of this invention is to provide a kind of call routing algorithm based on multi-dimensional queue model, this algorithm has built a kind of routing queue group model for the condition of route, can improve call center in the efficiency of complex condition call routing, reduce the dependency degree of call center system to hardware resource.
The object of the invention is to be achieved through the following technical solutions:
A kind of call routing algorithm based on multi-dimensional queue model, it is characterized in that: first this algorithm is combined into one according to route Rule of judgment dimension and forms a team to be listed as in processor, according to the different seat groups that form of seat technical ability, by each seat group and each queue, carry out associated one by one weights and form associated weight value matrix; Then will in call information input processor, process, concrete steps are as follows:
1) processor, according to carrying out electrical feature, is put into one by one different queue by call information and is ranked; Come electrical feature to comprise: caller ID, incoming call time, and according to caller ID obtain sending a telegram here affiliated area, client's classification, to obtain service type according to the incoming call time.
2), in each queue, call information is queued up and all according to first-in first-out rule, is carried out;
3) according to set of queues, put in order, take out successively the call information of each queue team head;
4), according to associated weight value matrix, select the seat group of this team corresponding associated weight value maximum of call information place queue;
5) in this seat group, select idle seat to receive calls.
In the present invention, one form a team row refer to according to a plurality of route Rule of judgment dimensions, be combined into one form a team row.The condition that need to judge when route Rule of judgment is call routing, the options that condition dimension is each Rule of judgment.If the Rule of judgment of a call routing has 1,2 ..., n, its condition and condition dimension can be expressed as:
t
1{1,2,…,m
1}
t
2{1,2,…,m
2}
…
t
n{1,2,…,m
n}
Wherein, n, m
1, m
2..., m
nbe natural number.
According to permutation and combination principle, all condition dimensions of this call routing can be by above condition t
1, t
2..., t
nroute Rule of judgment dimension combine, can be expressed as:
T{1,2,…, m
1 m
2 …m
n}
Be total to m
1m
2m
nindividual dimension, establishes N=m
1m
2m
n
Thus, can build one group of set of queues being formed by N queue, as shown in Figure 1.Meanwhile, each queue of setting this set of queues all meets fifo queue rule.
In the present invention, seat group refers to the seat group all seat groupings being formed according to seat technical ability difference.The seat of choosing a place to give a banquet has M technical ability, and all seats can be divided into M seat group.
In the present invention, associated weight value matrix carries out associated one by one weights by each seat group and each queue and forms, and these weights arrange according to routing policy.If be combined into N queue according to above-mentioned route conditions, and M seat group forming of technical ability grouping, associated weight value matrix can be expressed as:
A=
Compared with prior art, the present invention has reduced the computation complexity of routing algorithm, can improve call center in the efficiency of complex condition call routing, reduces the dependency degree of call center system to hardware resource.The present invention is applicable in the customer service system of electric power enterprise.
Accompanying drawing explanation
Fig. 1 is the schematic diagram of various dimensions set of queues in the present invention.
Fig. 2 is the route schematic diagram based on multi-dimensional queue model in the present invention.
Fig. 3 is call routing process schematic diagram of the present invention.
Embodiment
Below in conjunction with accompanying drawing, preferred embodiment of the present invention is described in detail.
A kind of call routing algorithm based on multi-dimensional queue model, first in processor, according to route Rule of judgment dimension, being combined into one forms a team to be listed as, according to the different seat groups that form of seat technical ability, by each seat group and each queue, carry out associated one by one weights and form associated weight value matrix; Then will in call information input processor, process.
Fig. 2 is the route schematic diagram based on multi-dimensional queue model, from the realization of routing algorithm, incoming call judgement, queue queuing, three parts of route judgement is set in processor, and as shown in Figure 3, concrete steps are as follows for routing procedure:
1) incoming call judgement.Incoming call judgement is analyzed judgement to incoming call information and is obtained electrical feature, and phone is put into different queue.Come electrical feature to mainly contain the information such as caller ID, incoming call time, can, according to area, client's classification under caller ID judgement incoming call, can, according to incoming call time judgement service type, specifically need determine according to business demand.
2) queue is queued up.Queue is queued up according to first-in first-out rule, to the processing of ranking of the phone of each queue.
3) queue is selected.Route judgement first puts in order according to set of queues, selects to need successively the queue of route judgement.
4) seat group selection.Route judgement, according to associated weight value matrix, is selected the seat group of the corresponding associated weight value maximum of selected queue in selecting with queue.
5) seat is selected.Route judgement selects the most idle seat to receive calls in seat group selection.Complete the call routing algorithm based on multi-dimensional queue model.
The present invention has reduced the computation complexity of routing algorithm, can improve call center in the efficiency of complex condition call routing, reduces the dependency degree of call center system to hardware resource, is applicable in the customer service system of electric power enterprise.
Claims (2)
1. the call routing algorithm based on multi-dimensional queue model, it is characterized in that: first this algorithm is combined into one according to route Rule of judgment dimension and forms a team to be listed as in processor, according to the different seat groups that form of seat technical ability, by each seat group and each queue, carry out associated one by one weights and form associated weight value matrix; Then will in call information input processor, process, described one form a team row refer to according to a plurality of route Rule of judgment dimensions, be combined into one form a team row, the condition that need to judge when route Rule of judgment is call routing, the options that condition dimension is each Rule of judgment; Concrete steps are as follows:
1) processor, according to carrying out electrical feature, is put into one by one different queue by call information and is ranked;
2), in each queue, call information is queued up and all according to first-in first-out rule, is carried out;
3) according to set of queues, put in order, take out successively the call information of each queue team head;
4), according to associated weight value matrix, select the seat group of this team corresponding associated weight value maximum of call information place queue;
5) in this seat group, select idle seat to receive calls.
2. the call routing algorithm based on multi-dimensional queue model according to claim 1, it is characterized in that: describedly come electrical feature to comprise: caller ID, incoming call time, and according to caller ID obtain sending a telegram here affiliated area, client's classification, obtain service type according to the incoming call time.
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| CN105164979A (en) * | 2014-01-16 | 2015-12-16 | 华为技术有限公司 | Storage and query methods of multi-dimensional network information and device |
| CN108696647B (en) * | 2017-04-10 | 2021-02-26 | 北京京东尚科信息技术有限公司 | Method and apparatus for telephone routing |
| CN108322615B (en) * | 2018-02-01 | 2020-07-28 | 福建工程学院 | Configuration optimization method for multi-skill calling customer service system |
| CN110365585B (en) * | 2018-03-26 | 2021-08-03 | 武汉大学 | Route cutting optimization method based on multi-cost index |
| CN110381147B (en) * | 2019-07-23 | 2021-12-17 | 携程旅游信息技术（上海）有限公司 | Operating system and operating method for manual seat in call center |
| CN111163238B (en) * | 2019-11-26 | 2021-07-09 | 国网江苏省电力有限公司电力科学研究院 | Intelligent scheduling method of online customer service system |
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Owner name: JIANGSU ELECTRIC POWER CO. STATE ELECTRIC NET CROP Effective date: 20121102 |
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Effective date of registration: 20121102 Address after: 210024 No. 22 West Beijing Road, Jiangsu, Nanjing Applicant after: Jiangsu Electric Power Information Technology Co., Ltd. Applicant after: Jiangsu Electric Power Company Applicant after: State Grid Corporation of China Address before: 210024 No. 22 West Beijing Road, Jiangsu, Nanjing Applicant before: Jiangsu Electric Power Information Technology Co., Ltd. |
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