CN102572140A - Calling queuing method and device at call center - Google Patents
Calling queuing method and device at call center Download PDFInfo
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- CN102572140A CN102572140A CN2011104561340A CN201110456134A CN102572140A CN 102572140 A CN102572140 A CN 102572140A CN 2011104561340 A CN2011104561340 A CN 2011104561340A CN 201110456134 A CN201110456134 A CN 201110456134A CN 102572140 A CN102572140 A CN 102572140A
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Abstract
The invention discloses a calling queuing method and a device at a call center. The device provided by the invention comprises a calling control module, a queuing management module, a configuration module and a judgment management module, wherein when the judgment management module judges that the calling meets the emergency upgrading condition, the configuration module is used for upgrading the terminal calling; then the judgment management module sends the calling signal subjected to judgment to the queuing management module; the configuration module sends the signal with terminal calling grade to the queuing management module; and lastly, after the queuing management module receives the signal with the terminal calling grade, the calling is queued in the corresponding same calling grades according to the principle of time priority. According to the method and the device provided by the invention, the calling grade of the terminal can be judged and temporarily upgraded according to the calling intervals and calling numbers, so as to allow the terminal to be in communication with the customer service as soon as possible.
Description
Technical field
The present invention relates to the call queuing technology of call center, more particularly relate to a kind of call queuing method and device of call center.
Background technology
In the process of ordinary call center processing terminal call, when a plurality of terminal call customer service, if customer service is busy, the queuing management module in the dispatching device is according to the time priority principle, and the calling at terminal is sorted and play the queuing reminding sound, replys until customer service.And the call center has then added the factor of priority when the internal application of some special industries, promptly each terminal all correspondence a priority level is set; As shown in Figure 1, when a plurality of terminal call customer service, if customer service is busy; The queuing management module is the principle of the preferential back of the first grade of foundation time priority then; The calling at terminal is sorted and play the queuing reminding sound, and the terminal that priority level is high more like this can come front more, and can rank according to the sequencing of calling out in the terminal of same priority.But when practical application, the terminal of lower priority has urgent thing once in a while sometimes, needs the interim priority that promotes oneself, but not free at this moment the application.
Summary of the invention
Need the urgent call customer service but the problem of queuing after leaning on to the terminal of the lower priority that exists in the prior art; The call queuing method and the device that the purpose of this invention is to provide a kind of call center; Can when the state of emergency, carry out interim upgrading, converse with customer service as early as possible the terminal of low call class.
For achieving the above object, the present invention adopts following technical scheme:
According to an aspect of the present invention, a kind of call queuing method of call center is provided, the concrete steps of this call queuing method are:
A. the terminal off-hook call if customer service is an idle condition, is then conversed with customer service;
B. after judging that administration module judges that this calling meets the emergency upgrade condition, this terminal call grade is upgraded by configuration module;
C. judge that the calling signal that administration module will pass through judgement is sent to the queuing management module; The signal that the while configuration module will have this terminal call grade is sent to the queuing management module;
D. after the queuing management module receives the signal that has this terminal call grade, in corresponding call class, this time calling is sorted according to the time priority principle.
The concrete steps of said step B are:
B1. judge that administration module judges that adjacent twice off-hook in same terminal at interval; If the off-hook interlude is greater than the off-hook spacing value; Judge the off-hook time numerical value zero clearing of administration module to accumulative total; Judge that simultaneously administration module is sent to configuration module with reset signal, configuration module reverts to the initial call grade with this terminal call grade;
B2. judge that administration module adds up the off-hook number of times of same terminal in any same call grade; When the off-hook number of times of accumulative total equals accumulative total off-hook time numerical value; Judge that the administration module signal of will upgrading is sent to configuration module, configuration module is to the call class at this terminal one-level that on existing call grade basis, rises.
Said configuration module is provided with the initial call grade to the terminal in the call center, and wherein five-star call class is subsequent use when initial setting up.
Be provided with the off-hook spacing value in the configuration module among the said step B1, when judging that administration module judges that adjacent twice off-hook in same terminal at interval, need send acquisition request off-hook spacing value to configuration module.
Be provided with accumulative total off-hook time numerical value in the configuration module among the said step B2, when judging that administration module adds up the off-hook number of times of terminal in any one same priority, need send acquisition request accumulative total off-hook time numerical value to configuration module.
Judgement administration module among the said step B2 also adds up this terminal staging number of times, when the upgrading time numerical value of accumulative total when allowing upgrading time numerical value, judge that administration module stops the upgrading signal is sent to configuration module.
Be provided with in the said configuration module and allow upgrading time numerical value, when judging that administration module adds up the terminal staging number of times, need send acquisition request to configuration module and allow upgrading time numerical value.
According to a further aspect in the invention; A kind of call queuing device of call center also is provided; Comprise caller control module, queuing management module and configuration module, also comprise the judgement administration module, be used to judge whether the calling at same terminal meets the emergency upgrade condition; Said configuration module also is used to be provided with the numerical value of emergency upgrade parameter.
Said judgement administration module comprises:
First judging unit is used to judge that whether the adjacent twice off-hook time interval of same terminal is greater than the off-hook spacing value;
Second judging unit is used to judge whether the off-hook number of times of same terminal accumulative total in any same call grade reaches accumulative total off-hook time numerical value;
The 3rd judging unit is used to judge whether the upgrading time numerical value of same terminal accumulative total reaches permission upgrading time numerical value.
Compared with prior art; Adopt the call queuing method and the device of a kind of call center of the present invention; This device comprises caller control module, queuing management module, configuration module and judges administration module; After judging that administration module judges that this calling meets the emergency upgrade condition, this terminal call grade is upgraded by configuration module; Then, judge that the calling signal that administration module will pass through judgement is sent to the queuing management module; The signal that the while configuration module will have this terminal call grade is sent to the queuing management module; Then, after the queuing management module receives the signal that has this terminal call grade, in corresponding same call grade, this time calling is sorted according to the time priority principle.Call queuing method of the present invention and device can according to duration of a call and the number of calls be judged and the interim call class that promotes the terminal, converses with customer service as early as possible.
Description of drawings
Fig. 1 is the schematic flow sheet of the call queuing method of call center in the prior art;
Fig. 2 is the schematic flow sheet of the call queuing method of a kind of call center of the present invention;
Fig. 3 is the schematic flow sheet of embodiments of the invention;
Fig. 4 is the schematic flow sheet of server side among Fig. 3;
Fig. 5 is the principle schematic of the call queuing device of a kind of call center of the present invention.
Embodiment
Further specify technical scheme of the present invention below in conjunction with accompanying drawing and embodiment.
The concrete steps that see also call queuing method 10 these call queuing methods of a kind of call center shown in Figure 2 are:
11. the terminal off-hook call if customer service is an idle condition, is then conversed with customer service;
12. after judging that administration module judges that this calling meets the emergency upgrade condition, this terminal call grade is upgraded by configuration module;
13. the judgement administration module will pass through the calling signal of judgement and be sent to the queuing management module; The signal that the while configuration module will have this terminal call grade is sent to the queuing management module;
14. after the queuing management module receives the signal that has this terminal call grade, in corresponding call class, this time calling is sorted according to the time priority principle.
The concrete steps of said step 12 are:
Judge adjacent twice off-hook in same terminal at interval 121. judge administration module; If the off-hook interlude is greater than the off-hook spacing value; Judge the off-hook time numerical value zero clearing of administration module to accumulative total; Judge that simultaneously administration module is sent to configuration module with reset signal, configuration module reverts to the initial call grade with this terminal call grade;
122. judge that administration module adds up the off-hook number of times of same terminal in any same call grade; When the off-hook number of times of accumulative total equals accumulative total off-hook time numerical value; Judge that the administration module signal of will upgrading is sent to configuration module, configuration module is to the call class at this terminal one-level that on existing call grade basis, rises.
Said configuration module is provided with the initial call grade to the terminal in the call center, and wherein five-star call class is subsequent use when initial setting up.
Be provided with the off-hook spacing value in the configuration module in the said step 121, when judging that administration module judges that adjacent twice off-hook in same terminal at interval, need send acquisition request off-hook spacing value to configuration module.
Be provided with accumulative total off-hook time numerical value in the configuration module in the said step 122, when judging that administration module adds up the off-hook number of times of terminal in any one same priority, need send acquisition request accumulative total off-hook time numerical value to configuration module.
Judgement administration module in the said step 122 also adds up this terminal staging number of times, when the upgrading time numerical value of accumulative total when allowing upgrading time numerical value, judge that administration module stops the upgrading signal is sent to configuration module.
Be provided with in the said configuration module and allow upgrading time numerical value, when judging that administration module adds up the terminal staging number of times, need send acquisition request to configuration module and allow upgrading time numerical value.
See also Fig. 3, embodiment shown in Figure 4 again; Wherein the call priority at all terminals can be divided into the M level in the call center; Be that grade M is to grade 1 from high to low; But when the call class of configurating terminal, only can configuration level M-1 to grade 1, and five-star call class is that grade M is subsequent use.
Suppose in the queuing process of call center, to have the terminal use of a plurality of call class; For example be the terminal of grade X if certain only enjoys low call class, hope the call class of interim lifting oneself, can attempt repeatedly dialling and cry the center customer service; After this terminal attempts calling out for N time (N is accumulative total off-hook time numerical value); This calling for this terminal can promote the one-level call class, promptly rises to grade X+1 (grade X+1＜=grade M) from grade X, for the call center; This terminal promotes after the call class, can in call class X+1, rank to this terminal.
Be configured to the terminal of grade M-1 for the initial call grade, promoting the call grade is later on grade M.
If have a plurality of terminals all to promote call class in the call center, in the same call grade, still rank according to the precedence of call time.
Each terminal is dialled to cry continuously and can be promoted Y time call class altogether, and Y is for allowing upgrading time numerical value, and this value can be configured according to the practical application scene.Need to prove at this, if the progression of the initial call grade at terminal to high call grade is when allowing upgrading time numerical value Y, then this terminal the most at last in high call grade the principle according to time priority sort.
And for the setting of off-hook spacing value, be to be the demand of same incident in order to guarantee to call out, avoid repeatedly different the calling to produce additive effects.For example the off-hook spacing value is set to 10s, and just twice duration of a call thought the calling that same incident is initiated less than 10s, can add up, if twice duration of a call surpasses 10s, then thinks different events.
Meet busy process because call queuing method of the present invention only relates to caller, do not relate to caller and normally exhale logical process and called process, busy procedure division is met in the caller of therefore only drawing among the figure.
Call queuing method of the present invention is compared with call queuing method of the prior art and has been added the priority judgement, described in Fig. 3, Fig. 4 to the repeatedly repeated call in the certain hour, had special priority to promote and handled.
See also the call queuing device 20 of a kind of call center shown in Figure 5 again; Be located at the server side of call center; Comprise caller control module 21, queuing management module 22 and configuration module 23; Also comprise and judge administration module 24, be used to judge whether the calling at same terminal meets the emergency upgrade condition; Configuration module 23 also is used to be provided with the numerical value of emergency upgrade parameter, for example off-hook spacing value, initial call grade, allow the call class of upgrading time numerical value and interim upgrading etc.
Judge that administration module 24 comprises:
First judging unit 241 is used to judge that whether the adjacent twice off-hook time interval of same terminal is greater than the off-hook spacing value;
Second judging unit 242; When first judging unit 241 judges that same terminal adjacent twice off-hook blanking times is less than the off-hook spacing value; The off-hook number of times of this terminal in corresponding call class added up; When the off-hook number of times of accumulative total reached accumulative total off-hook time numerical value, second judging unit 242 signal of will upgrading was sent to configuration module 23, the call class at 23 pairs of these terminals of the configuration module one-level that on existing call grade basis, rises; Second judging unit 242 is for the off-hook time numerical value zero clearing of accumulative total, so that the off-hook number of times to this terminal adds up on the call class of upper level simultaneously;
The 3rd judging unit 243; The upgrading signal that second judging unit 242 is sent adds up; When the upgrading signal of same terminal accumulative total reaches when allowing upgrading time numerical value; The 3rd judging unit 243 sends to second judging unit 242 and stops the signal of upgrading, and second judging unit 242 signal of no longer will upgrading sends to configuration module 23.
Queuing management module 22 is responsible for safeguarding customer service operator's busy not busy situation, provides the judgement of whether lining up.If terminal use's catch phone is suspended to the tail of the queue of queuing with this terminal, if the hanging up terminal of queuing need be deleted the terminal from queue queue.
It is pointed out that call queuing method according to the invention and call queuing device according to the invention are identical or similar on principle and implementation procedure, so its repeating part repeats no more at this.
Those of ordinary skill in the art will be appreciated that; Above embodiment is used for explaining the object of the invention; And be not with opposing qualification of the present invention; As long as in essential scope of the present invention, all will drop in the scope of claim of the present invention variation, the modification of the above embodiment.
Claims (9)
1. the call queuing method of a call center is characterized in that:
The concrete steps of this call queuing method are:
A. the terminal off-hook call if customer service is an idle condition, is then conversed with customer service;
B. after judging that administration module judges that this calling meets the emergency upgrade condition, this terminal call grade is upgraded by configuration module;
C. judge that the calling signal that administration module will pass through judgement is sent to the queuing management module; The signal that the while configuration module will have this terminal call grade is sent to the queuing management module;
D. after the queuing management module receives the signal that has this terminal call grade, in corresponding call class, this time calling is sorted according to the time priority principle.
2. call queuing method according to claim 1 is characterized in that:
The concrete steps of said step B are:
B1. judge that administration module judges that adjacent twice off-hook in same terminal at interval; If the off-hook interlude is greater than the off-hook spacing value; Judge the off-hook time numerical value zero clearing of administration module to accumulative total; Judge that simultaneously administration module is sent to configuration module with reset signal, configuration module reverts to the initial call grade with this terminal call grade;
B2. judge that administration module adds up the off-hook number of times of same terminal in any same call grade; When the off-hook number of times of accumulative total equals accumulative total off-hook time numerical value; Judge that the administration module signal of will upgrading is sent to configuration module, configuration module is to the call class at this terminal one-level that on existing call grade basis, rises.
3. call queuing method according to claim 1 and 2 is characterized in that:
Said configuration module is provided with the initial call grade to the terminal in the call center, and wherein five-star call class is subsequent use when initial setting up.
4. call queuing method according to claim 2 is characterized in that:
Be provided with the off-hook spacing value in the configuration module among the said step B1, when judging that administration module judges that adjacent twice off-hook in same terminal at interval, need send acquisition request off-hook spacing value to configuration module.
5. call queuing method according to claim 2 is characterized in that:
Be provided with accumulative total off-hook time numerical value in the configuration module among the said step B2, when judging that administration module adds up the off-hook number of times of terminal in any same priority, need send acquisition request accumulative total off-hook time numerical value to configuration module.
6. call queuing method according to claim 2 is characterized in that:
Judgement administration module among the said step B2 also adds up this terminal staging number of times, when the upgrading time numerical value of accumulative total when allowing upgrading time numerical value, judge that administration module stops the upgrading signal is sent to configuration module.
7. call queuing method according to claim 6 is characterized in that:
Be provided with in the said configuration module and allow upgrading time numerical value, when judging that administration module adds up the terminal staging number of times, need send acquisition request to configuration module and allow upgrading time numerical value.
8. the call queuing device of a call center comprises caller control module, queuing management module and configuration module, it is characterized in that: also comprise the judgement administration module, be used to judge whether the calling at same terminal meets the emergency upgrade condition; Said configuration module also is used to be provided with the numerical value of emergency upgrade parameter.
9. call queuing device according to claim 8 is characterized in that: said judgement administration module comprises:
First judging unit is used to judge that whether the adjacent twice off-hook time interval of same terminal is greater than the off-hook spacing value;
Second judging unit is used to judge whether the off-hook number of times of same terminal accumulative total in any same call grade reaches accumulative total off-hook time numerical value;
The 3rd judging unit is used to judge whether the upgrading time numerical value of same terminal accumulative total reaches permission upgrading time numerical value.
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| CN2011104561340A CN102572140A (en) | 2011-12-30 | 2011-12-30 | Calling queuing method and device at call center |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN105721724A (en) * | 2016-01-27 | 2016-06-29 | 平安科技（深圳）有限公司 | Intelligent voice dispatching method and device for vehicle insurance (Interactive Voice Response) |
| CN106993330A (en) * | 2016-01-21 | 2017-07-28 | 滴滴（中国）科技有限公司 | The distribution method and system of talk channel |
| CN107979704A (en) * | 2017-12-01 | 2018-05-01 | 中国联合网络通信集团有限公司 | Queuing strategy, queuing system |
| CN107995377A (en) * | 2017-11-03 | 2018-05-04 | 平安科技（深圳）有限公司 | Customer service management method, electronic device and computer-readable recording medium |
| CN108259685A (en) * | 2016-12-29 | 2018-07-06 | 中国移动通信集团浙江有限公司 | A kind of call processing method and device |
| CN109151232A (en) * | 2018-07-26 | 2019-01-04 | 中国建设银行股份有限公司 | Repeat call processing method and device |
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Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106993330A (en) * | 2016-01-21 | 2017-07-28 | 滴滴（中国）科技有限公司 | The distribution method and system of talk channel |
| CN105721724A (en) * | 2016-01-27 | 2016-06-29 | 平安科技（深圳）有限公司 | Intelligent voice dispatching method and device for vehicle insurance (Interactive Voice Response) |
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| CN108259685A (en) * | 2016-12-29 | 2018-07-06 | 中国移动通信集团浙江有限公司 | A kind of call processing method and device |
| CN108259685B (en) * | 2016-12-29 | 2020-11-24 | 中国移动通信集团浙江有限公司 | Call processing method and device |
| CN107995377A (en) * | 2017-11-03 | 2018-05-04 | 平安科技（深圳）有限公司 | Customer service management method, electronic device and computer-readable recording medium |
| CN107995377B (en) * | 2017-11-03 | 2020-06-16 | 平安科技（深圳）有限公司 | Customer service management method, electronic device and computer readable storage medium |
| CN107979704A (en) * | 2017-12-01 | 2018-05-01 | 中国联合网络通信集团有限公司 | Queuing strategy, queuing system |
| CN109151232A (en) * | 2018-07-26 | 2019-01-04 | 中国建设银行股份有限公司 | Repeat call processing method and device |
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Application publication date: 20120711 |