CN102710874A - ACD (automatic call distribution) queue routing method based on microblog calling access - Google Patents
ACD (automatic call distribution) queue routing method based on microblog calling access Download PDFInfo
- Publication number
- CN102710874A CN102710874A CN2012101097043A CN201210109704A CN102710874A CN 102710874 A CN102710874 A CN 102710874A CN 2012101097043 A CN2012101097043 A CN 2012101097043A CN 201210109704 A CN201210109704 A CN 201210109704A CN 102710874 A CN102710874 A CN 102710874A
- Authority
- CN
- China
- Prior art keywords
- microblogging
- banquet
- queuing
- call
- message
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention discloses an ACD (automatic call distribution) queue routing engine based on microblog message calling access to realize mutual communication between a calling center service system and a microblog open platform and increase access channels of the calling center service system and use value of the service system. The ACD queue routing engine has an integrated microblog calling access function. A microblog gateway is directly accessed through an internet public network to enable microblog messages and signaling control messages among signaling devices to be translated and converted into uniform message interfaces internally used by the calling center through a microblog engine, the messages are then processed by a content screening distribution engine, and by a flexible software ACD queue routing method, system processing quality can be improved while user experience can be enhanced, one client interaction channel is added, and client experience and satisfaction can be promoted.
Description
Technical field
The present invention relates to the social application in call center's communication field and the Internet; Particularly relate to a kind of ACD queuing routing engine that inserts of calling out based on Twitter message; Realize being interconnected of call center's operation system and microblogging open platform; Increase call center system and insert channel, improve operation system use value.Call center system (newly too NGSP) inserts and directly the access, can also directly insert from the internet public network through microblogging gateway of the present invention from the PSTN net through WMG MG through the NGN pattern except supporting.Wherein Core Feature ACD in call center's is the system of automatic call dispatching; Can the customer phone that different demands are arranged be distributed to only seat person handles; Guarantee that the client can both obtain optimum operator's service; Use the method for routing of ACD queuing flexibly to handle microblogging incoming call request through the present invention, can elevator system handle quality and strengthen user experience
Background technology
The Internet era, socialization medium (social network sites such as everybody net, happy net; Microblogging website such as Sina, Tengxun, Sohu) with numerous characteristics such as promptness of its novel form, simple and convenient mode of operation, colourful information content, incident news, become the new media mode that the numerous common people make earnest efforts.
The opportunities and challenges that social activity medium such as microblogging have brought more customer relationship to administer; On the one hand because the propagation of information has randomness and rapidity; One side need businessman more listen attentively to more timely the feedback; If the retailer can listen attentively to more customer demand, just obtain more customer information; In addition, can also set up customer profile, for the client provides corresponding shopping guidance and incentive measure through understanding client's hobby.
The commercial application of microblogging is integrated, and a lot of purposes can be arranged.
Promote customer relationship, through listening to voice of customers, the recognition objective client pays close attention to the speech that they talk about your product, shortens the communication link of client and company, through observing user or potential user, grasps user's request; Respond customer problem rapidly, the online answer of customer problem, the fault emergency response, the institute at urgently needed family is anxious, will stay sound impression to the client; Deliver new product, new service, through the activity of microblogging free broadcast product promotion, discount information; Promote new product; Primarily be the recognition objective client, based on different crowds of Attribute Recognition such as hobby, personality, incomes, recognition objective segmentation crowd; Then " concern " he (she); Careful observe their speech, understand client's real scene and demand, microblogging brief, in real time, propagate efficiently characteristic and think that it extremely is fit to be applied in new product, the new service promoted; Urgent thing response, the movable propagation, problem is initiated the suggestion collection.
Because the operating position that microblogging is in the ascendant, investigate existing enterprise, unit opens microblogging; All be only to be confined to adopt artificial mode; To message, the processing of comment and the issue of information of user on microblogging,, and have no time to attend on the microblogging and enterprise's relevant product information more owing to there be not complete, sound system and the treatment mechanism of a cover; And then get access to more client's purpose, excavate business opportunity.
Seeing that the microblogging media mode is popular, it is mutual that more and more clients use microblogging to carry out social activity, therefore, and the microblogging Call Center Platform that needs a cover to address the above problem, integrated support microblogging incoming call mode.
The essential distinction of call center and other telephone system is that the call center is a large amount of call to a center, and the caller does not also know whom the people who replys is.Because it is a large amount of calling out, so just need the ACD queuing.
ACD is the system of automatic call dispatching, is responsible for customer phone is automatically assigned on the agent phone, generally should comprise two functional modules: queuing capability and call distribution function.In call center system, be designed with corresponding software module simultaneously; Match with the hardware ACD function of communication system; Can the customer phone that different demands are arranged be distributed to only seat person and handle, guarantee that the client can both obtain optimum operator's service.
Call center ACD queuing at present mainly contains two kinds of occupation modes, and the one, hardware ACD belongs to mutual machine management, and attending a banquet signs in to exchange mechanism, and call queuing is determined by switch with distributing; The one, software ACD belongs to the middleware management, and attending a banquet signs in on the middleware, and call queuing is determined by middleware with distributing; To first kind of ACD, switch all has the calling routing device, calls out on its queuing device, to wait in line, and again by next step route of middleware decision, or is assigned to and attends a banquet or other equipment or hang up; To second kind of ACD, by middleware centralized management, call out and on IVR, wait in line, in that next step is routed to and attends a banquet or hang up by the middleware decision.The difference of respective switch queuing route under middleware ACD should shield provides unified interface to professional incoming call queuing route, so that insert call center's operation flow.
This strategy is integrated with being connected of microblogging gateway based on Call Center Platform; The integrated support of microblogging gateway is the main flow microblogging platform of adaptive a plurality of openings externally; In real time the social message content that the user produces is extracted through data capture engine; Analyze the incoming call task that forms through the sieves choosing, change by the incoming call queuing of Call Center Platform and handle, use the ACD queuing routing policy algorithm of design voluntarily; Can handle to only seat person the social distribution of messages of client's microblogging that different demands are arranged, promote the purpose of user satisfaction to reach in time the social activity request of process user flexibly.
Summary of the invention
Technical problem to be solved by this invention is based on social media call access processing of request methods such as microblogging; Allow the client on public internet with various microblogging liaison method call center; And the call center can with management phone the same these microblogging liaison methods of managing; And entrust to the corresponding processing of attending a banquet, walk corresponding call center operation flow;
And the microblogging request converts to insert through the microblogging gateway engine calls out the call center, because of call volume is huge; Real-time; And accepted by random challenge, therefore must need a kind of ACD queuing method for routing of calling out access, to promote processing speed and service quality; The ACD queuing route that microblogging media call of the present invention inserts is handled depended software ACD, and the difference of respective switch queuing route under the shielding provides unified interface to professional incoming call queuing route.
For realizing the foregoing invention purpose, the present invention provides a kind of the calling based on microblogging to insert microblogging gateway engine and corresponding microblogging software ACD queuing method for routing two parts;
The microblogging gateway engine: a plurality of open microblogging platform on the external adaptive internet, the user flatted turn at each microblogging to be changed to message related to calls and to insert, and gets into the call center services queuing and waits to accept;
The microblogging software ACD method for routing of lining up inserts when calling out as microblogging, can be distributed to each processing of attending a banquet according to the routing policy queuing.
The microblogging gateway engine of wherein said first is used for: integrated microblogging is called out access function; In order to realize many a kind of microblogging incoming call modes; Call center system (newly too NGSP) except support through the NGN pattern insert and through WMG MG from the PSTN net directly the access; Can also directly insert from the internet public network through microblogging gateway of the present invention; Signaling control message between Twitter message and the signaling equipment is translated conversion through the microblogging engine, become the inner unified message interface that uses in call center, again by content screening and filtering shunting processing engines;
Said content screening and filtering shunting engine; Be used for: pay close attention to the microblogging interaction content that the relevant customer account number of this business produces at each exploitation microblogging platform; And converting incoming call message to via the microblogging gateway, gateway content Filter Engine is responsible for analyzing the incoming call request of extracting the relevant microblogging content information of specific transactions, and the keyword filtering function is provided; Sifting sort; The part request is replied with the microblogging critiquing approach automatically, and is similar with the automatic speech answer, and the part request is distributed to all kinds of processing of attending a banquet with the queuing routing mode;
Said automatically with microblogging critiquing approach recovery function, be used for: can repeat a large amount of identical microblogging call-in operations in call center, alleviate attendant's workload, so that better service is provided for the user; To the microblogging incoming call request of some repetitions, the answer that can pre-set language is replied;
Improve the timely responding ability of call center simultaneously, let customer satisfaction; For example when do not have seat work, calling no response or wait in line for a long time night, use automatically replied, and lets the client feel that in time his call request has response;
The microblogging ACD queuing method for routing of wherein said second portion: when microblogging inserts calling, can be distributed to each processing of attending a banquet according to the routing policy queuing.The routing policy queuing of adopting includes Intelligent Recognition, configurable distribution, priority dynamic approach three big strategies.
Said Intelligent Recognition strategy is used for: the historical record decision-making, confirm the priority or the grouping of queuing according to the historical contact history of caller or account number; With client repeatedly in the microblogging reciprocal process, have the current last job number of handling of attending a banquet of record, and can in the time of microblogging incoming call next time, can locate and forward attending a banquet of handling last time to, the continuation processing.Wherein intelligent routing strategy can be defined the route processing policy of microblogging information voluntarily by system according to user's characteristics; Queuing process is manually controlled, and being usually used in senior seat representative can manually be routed to a specific queued call on the processing control of oneself;
Said configurable distribution is used for: with some Twitter message incoming call that comprises the designated key speech, be distributed to the processing of attending a banquet of appointment; Keyword is configurable, and appointment is attended a banquet configurable; According to the difference of keyword with and the attending a banquet of configuration association, the target of this microblogging information delivery appointment is accepted seat; Can use related appointment of a plurality of keywords to give attend a banquet a group or the single processing of attending a banquet;
Said priority dynamic adjusting method is used for: flexible strategy is handled the client's microblogging request that inserts, and includes according to the division of customer account number classification rank, according to the active degree division of wall scroll Twitter message, according to strategies such as real-time occupation condition distribution;
Wherein said according to account number classification rank partition strategy:
Inserting customer account number classification rank divides: confirm the perhaps preferential technical ability group of the priority of distributing based on the customer account number classification; The client that microblogging inserts includes: common grass roots, popularity grass roots, enterprise customer, name human user, government unit etc.; Everyone belongs to dissimilar in the microblogging platform, all has different social status to embody;
The order that different customer account number level categories decisions distributes; Certain sends out rich people's social status (bean vermicelli quantity, forwarding microblogging quantity); To high, like upgrade to important and special processing; During the microblogging incoming call initiated such as enterprise customer, name human user, government unit, popularity king etc., consider its importance, must upgrade to and accepting especially; And the microblogging that single grass roots or little rank account number are initiated is called out, and use common accepting relatively.
Active degree according to the wall scroll Twitter message is divided: different microblogging active degree decisions have different distribution methods: the diffusivity of message and influence power characteristic; Can be embodied in and transmit number and several two aspects of comment; The size of transmitting number has been reacted the diffusion of message; The size of comment number has then been reacted the repercussion degree that message is caused in diffusion process, also be influence power; Certain microblogging is commented on interactive quantity and is surpassed certain threshold values, need upgrade to important and special response;
Distribute according to real-time occupation condition:, dynamically adjust allocation strategy according to occupation condition such as real-time queuing situation, the quantity of attending a banquet, processing speeds;
In real time the queuing situation includes, and distributes, attends a banquet calling and setting that priority principle distributes, calls out according to the telephone traffic mean allocation, with overtime dont answer for more high priority is other according to minimum holding time according to idle seating priority principle at first.
Can find out by such scheme; The present invention provides a kind of the calling based on microblogging to insert the microblogging gateway engine; A plurality of open microblogging platform on the external adaptive internet; With with the call center specific transactions relevant Twitter message delivered of user on each microblogging platform, convert message related to calls into and insert, get into the call center services queuing and wait to accept.These are carrying the message of the microblogging information content; And be responsible for analyzing the incoming call request of extracting the relevant microblogging content information of specific transactions via gateway content Filter Engine; Filter, shunt, automatically reply, ACD queuing route handles, get into call center's business processing flow at last and accept; Wherein use integrated microblogging gateway, make the call center increase a kind of medium access way, realize being interconnected of call center's operation system and microblogging open platform, increase call center system and insert channel, improve operation system use value; Use content screening and filtering shunting engine and adopt microblogging incoming call ACD queuing method for routing, can elevator system handle quality and strengthen user experience.
Description of drawings
In order to be illustrated more clearly in the embodiment of the invention or technical scheme of the prior art; To do simple the introduction to the accompanying drawing of required use in embodiment or the description of the Prior Art below; Obviously, the accompanying drawing in describing below only is some embodiments of the present invention, for those of ordinary skills; Under the prerequisite of not paying creative work property, can also obtain other accompanying drawing according to these accompanying drawings.
Fig. 1 is a system interaction structural representation in the embodiment of the invention one;
Fig. 2 is that microblogging is called out access handling process sketch map in the embodiment of the invention one;
Fig. 3 divides flow diagram for content screening and filtering in the embodiment of the invention one;
Fig. 4 is an ACD queuing method for routing sketch map in the embodiment of the invention one;
Embodiment
For make above-mentioned purpose of the present invention, feature and advantage can be more obviously understandable, below in conjunction with accompanying drawing and embodiment the present invention done further detailed explanation.Obviously, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills are not making the every other embodiment that is obtained under the creative work prerequisite, all belong to the scope of the present invention's protection.
Embodiment one, referring to Fig. 1,
The present invention provides a kind of ACD queuing method for routing that inserts of calling out based on Twitter message; Relate to a plurality of microblogging open platforms that the mutual system of butt joint includes call center's business service system, public network; Wherein the invention belongs to and be integrated in the inner software application of call center system, with the calling access of call center system, the monitoring of attending a banquet; ACD middleware, other call center's business process system etc. have alternately;
Above-mentioned microblogging is called out and is inserted integrated system interaction structural representation referring to Fig. 1, specifically comprises following interactive portion:
S101 representes among the figure: microblogging is called out and is inserted part; Integrated position in call center system; It externally inserts a plurality of open microblogging platform on the integrated internet; With with the call center specific transactions relevant Twitter message delivered of user on each microblogging platform, convert message related to calls into and insert, get into the call center services queuing and wait to accept; Comprise the two large divisions, the one, insert the microblogging gateway engine, the 2nd, corresponding microblogging software ACD
S102 representes among the figure: the service of microblogging gateway engine provides translating Transformation Service between Twitter message and the signaling equipment;
Content screening and filtering shunting engine part provides microblogging incoming call message is carried out content screening and filtering shunting processing service;
S103 representes among the figure: queuing method for routing part, and this belongs to software ACD part, and the ACD queuing Route Selection service of middleware is provided, and when microblogging inserts calling, can be distributed to each processing of attending a banquet according to the routing policy queuing;
S104 representes among the figure: ACD middleware in call center provides the service of arranging an order according to class and grade of the route of incoming call request, automatically the allocation process resource; The difference of respective switch queuing route under middleware ACD should shield provides unified interface to professional incoming call queuing route, so that insert call center's operation flow.
Call center ACD queuing at present mainly contains two kinds of occupation modes, and the one, hardware ACD belongs to mutual machine management, and attending a banquet signs in to exchange mechanism, and call queuing is determined by switch with distributing; The one, software ACD belongs to the middleware management, and attending a banquet signs in on the middleware, and call queuing is determined by middleware with distributing; To first kind of ACD, switch all has the calling routing device, calls out on its queuing device, to wait in line, and again by next step route of middleware decision, or is assigned to and attends a banquet or other equipment or hang up; To second kind of ACD, by middleware centralized management, call out and on microblogging engine middleware, wait in line, in that next step is routed to and attends a banquet or hang up by the middleware decision.
Microblogging ACD queuing routing section of the present invention just belongs to software ACD part.
S105 representes among the figure: the frame part of attending a banquet of call center system provides the management service of attending a banquet;
S106 representes among the figure: the business processing flow part of call center system provides the service of multiple business handling process; The final processing of microblogging incoming call will be handled by concrete operation flow service, return results again after handling.
The microblogging of wherein said S101 part is called out and is inserted part, and promptly the microblogging gateway engine is used for: integrated microblogging calling access function; In order to realize many a kind of microblogging incoming call modes; Call center system (newly too NGSP) except support through the NGN pattern insert and through WMG MG from the PSTN net directly the access; Can also directly insert from the internet public network through microblogging gateway of the present invention; Signaling control message between Twitter message and the signaling equipment is translated conversion through the microblogging engine, become the inner unified message interface that uses in call center, again by content screening and filtering shunting processing engines;
Comprise two main flow processs: microblogging inserts the course of work of call flow part and the course of work of content screening and filtering splitter section;
Above-mentioned microblogging inserts the course of work of call flow part referring to Fig. 2, specifically may further comprise the steps:
Step S201, user login the microblogging client, initiate and professional relevant Twitter message or comment through the microblogging open system;
Step S202 calls through open api, monitors Twitter message in real time, then triggers incoming call alternately if microblogging takes place, and after the user in a last step has sent out microblogging information, promptly triggers the microblogging incoming call;
Step S203 translates the signaling control message between Twitter message and the signaling equipment and to convert unified message interface to through the microblogging engine;
Step S204, content screening and filtering processing engines is extracted the incoming call request of the relevant microblogging content information of specific transactions, filtrations/screening/classification, or with automatic microblogging critiquing approach answer, or be distributed to all kinds of processing of attending a banquet with the routing mode of lining up;
Step S205, the framework allocation process of attending a banquet is attended a banquet, and carries out concrete business flow processing;
Step S206 encapsulates packing with service processing result with the microblogging mode and returns;
The course of work of foregoing screening and filtering splitter section specifically may further comprise the steps referring to Fig. 3:
Step S301 partly obtains Twitter message and translation converts the microblogging incoming call into by above-mentioned access call flow;
Step S302, content screening and filtering processing engines is extracted the incoming call request of the relevant microblogging content information of specific transactions;
Step S303 carries out filtering screening and divides flow algorithm;
If a large amount of identical microblogging call-in operations, this type microblogging incoming call requests to some are automatically with microblogging critiquing approach recovery function;
If with the call request of independent of service, handle resource for saving, abandon its processing; Whether interpretation is professional relevant, can use configurable keyword interpretation rule;
If satisfy business flow processing, then get into queuing route flow processing;
Step S304 automatically replies function, can use the answer language that pre-sets to reply;
Step S305 adopts the routing policy of lining up flexibly to handle request, is distributed to all kinds of processing of attending a banquet again, obtains returning after the result;
Step S206 calls out no response or when waiting in line for a long time, use automatically replies;
Step S207 transmits the result with the microblogging mode;
The microblogging ACD queuing method for routing of wherein said second portion: when microblogging inserts calling, can be distributed to each processing of attending a banquet according to the routing policy queuing.The routing policy queuing of adopting includes Intelligent Recognition, configurable distribution, priority dynamic approach three big strategies.
The course of work of above-mentioned ACD queuing method for routing specifically may further comprise the steps referring to Fig. 4:
Step S401 by the content screening and filtering engine of above-mentioned Fig. 3, after sieves choosing shunting, forms the route queuing request;
Step S402, microblogging ACD queuing route middleware is selected corresponding strategy according to the information content of calling out;
Step S403, that a kind of strategy is used in the automatic interpretation of microblogging ACD queuing route middleware;
Intelligent Recognition:, carry out the Intelligent Recognition strategy if adopt Intelligent Recognition;
Configurable distribution:, carry out the Intelligent Recognition strategy if adopt configurable distribution;
Dynamic priority:, carry out the dynamic priority strategy if adopt dynamic priority;
Step S404 is distributed according to routing policy by the framework of attending a banquet and to attend a banquet;
Step S405 carries out the corresponding service processing flow process, and with microblogging mode return results;
Step S403 carries out filtering screening and divides flow algorithm;
Therefore a kind of ACD queuing method for routing that calling inserts based on Twitter message provided by the invention has following advantage.
(1) integrated a plurality of microblogging open platform, many a kind of medium access waies
Rich at present colorful information content, numerous characteristics such as promptness of incident news; Become the new media mode that the numerous common people make earnest efforts, wherein used integrated microblogging gateway, made call center system increase a kind of medium access way; Realize being interconnected of call center's operation system and microblogging open platform; Increase call center system and insert channel, improve operation system use value, go with the tide of historical development.
(3) promote customer relationship, respond user's request rapidly
Promote customer relationship, through listening to voice of customers, the recognition objective client pays close attention to the speech that they talk about your product, shortens the communication link of client and company, through observing user or potential user, grasps user's request; Respond customer problem rapidly, the online answer of customer problem, the fault emergency response, the institute at urgently needed family is anxious, will stay sound impression to the client; Deliver new product, new service, through the activity of microblogging free broadcast product promotion, discount information; Promote new product; Primarily be the recognition objective client, based on different crowds of Attribute Recognition such as hobby, personality, incomes, recognition objective segmentation crowd; Then " concern " he (she); Careful observe their speech, understand client's real scene and demand, microblogging brief, in real time, propagate efficiently characteristic and think that it extremely is fit to be applied in new product, the new service promoted; Urgent thing response, the movable propagation, problem is initiated the suggestion collection
(3) adopt the method for routing of ACD queuing flexibly, promote user experience
Can repeat a large amount of identical microblogging call-in operations in the call center, alleviate attendant's workload, so that better service is provided for the user; To the microblogging incoming call request of some repetitions, the answer that can pre-set language is replied; Improve the timely responding ability of call center simultaneously, let customer satisfaction; For example when do not have seat work, calling no response or wait in line for a long time night, use automatically replied, and lets the client feel that in time his call request has response;
(4) elevator system is handled quality, optimizes the call center resource utilance, reduces cost
Use content screening and filtering shunting engine, can elevator system handle quality and strengthen user experience.
Through the description of above method embodiment, it is a cover software solution that the those skilled in the art can be well understood to the present invention, can be integrated into call center system by the mode that software adds essential general hardware platform more and realize.The part that technical scheme of the present invention contributes to prior art in essence in other words can be come out with the embodied of software service, and gathers in the call center system application product as a part of software service wherein.The part service is based on the basic module service of call center system application product in the software service of the present invention
For system embodiment, because it is basically corresponding to method embodiment, so relevant part gets final product referring to the part explanation of method embodiment.Wherein said unit as the separating component explanation can or can not be physically to separate also; The parts that show as the unit can be or can not be physical locations also; Promptly can be positioned at a place, perhaps also can be distributed on a plurality of NEs.Can select wherein some or all of module to realize the purpose of present embodiment scheme according to the actual needs.Those of ordinary skills promptly can understand and implement under the situation of not paying creative work.
In several embodiment that the application provided, should be understood that the system and method that is disclosed not surpassing in the application's the spirit and scope, can be realized through other mode.The above-named embodiment that the present invention is integrated in the call center system application is a kind of exemplary example, should be as restriction, and given particular content should in no way limit the application's purpose.
The above only is an embodiment of the present invention; Should be pointed out that for those skilled in the art, under the prerequisite that does not break away from the principle of the invention; Can also make some improvement and retouching, these improvement and retouching also should be regarded as protection scope of the present invention.
Claims (5)
1. one kind call out to be inserted the microblogging gateway engine based on microblogging; It is characterized in that a plurality of open microblogging platform on the external adaptive internet; With with the call center specific transactions relevant Twitter message delivered of user on each microblogging platform; After content screening shunting, convert message related to calls into and insert, get into the call center services queuing and wait to accept;
The social activity demand of call center's operation system business module; Follow the popular of the social mode of microblogging, interconnecting of the social platform of the information of call center's operation system business module and microblogging increases a kind of communicative channel; Many a user experiences promote customer relationship and user experience;
Call out access microblogging gateway engine based on microblogging, the mutual system of the butt joint that first relates to includes the microblogging open platform on call center's interior business service system, the public network;
Wherein
The call center inserts part and comprises a plurality of call centers operation system or business module;
The microblogging open platform partly comprises the microblogging open platform of adaptive a plurality of different vendors;
Engine partly partly is connected with adaptive microblogging open platform through public IP network;
Said microblogging is called out and inserted the microblogging gateway engine, is used for: integrated microblogging is called out access function; In order to realize many a kind of microblogging incoming call modes; Call center system directly inserts from the internet public network through microblogging gateway of the present invention; Signaling control message between Twitter message and the signaling equipment is translated conversion through the microblogging engine; Become the inner unified message interface that uses in call center, again by content screening and filtering shunting processing engines.
2. method according to claim 1 is characterized in that, also comprises: content screening and filtering shunting engine; Be used for: pay close attention to the microblogging interaction content that the relevant customer account number of this business produces at each exploitation microblogging platform; And converting incoming call message to via the microblogging gateway, gateway content Filter Engine is responsible for analyzing the incoming call request of extracting the relevant microblogging content information of specific transactions, and the keyword filtering function is provided; Sifting sort; The part request is replied with the microblogging critiquing approach automatically, and is similar with the automatic speech answer, and the part request is distributed to all kinds of processing of attending a banquet with the queuing routing mode.
3. method according to claim 2; It is characterized in that, also comprise: with microblogging critiquing approach recovery function, be used for automatically: can repeat a large amount of identical microblogging call-in operations in call center; Alleviate attendant's workload, so that better service is provided for the user; To the microblogging incoming call request of some repetitions, the answer that can pre-set language is replied.
4. an ACD queuing method for routing of calling out based on microblogging is characterized in that when microblogging inserts calling, can be distributed to each processing of attending a banquet according to the routing policy queuing.The routing policy queuing includes Intelligent Recognition, configurable distribution, priority dynamic approach three big strategies;
Said Intelligent Recognition strategy is used for: the historical record decision-making, confirm the priority or the grouping of queuing according to the historical contact history of caller or account number; With client repeatedly in the microblogging reciprocal process, have the current last job number of handling of attending a banquet of record, and can in the time of microblogging incoming call next time, can locate and forward attending a banquet of handling last time to, the continuation processing.Wherein intelligent routing strategy can be defined the route processing policy of microblogging information voluntarily by system according to user's characteristics; Queuing process is manually controlled, and being usually used in senior seat representative can manually be routed to a specific queued call on the processing control of oneself;
Said configurable distribution is used for: with some Twitter message incoming call that comprises the designated key speech, be distributed to the processing of attending a banquet of appointment; Keyword is configurable, and appointment is attended a banquet configurable; According to the difference of keyword with and the attending a banquet of configuration association, the target of this microblogging information delivery appointment is accepted seat; Can use related appointment of a plurality of keywords to give attend a banquet a group or the single processing of attending a banquet;
Said priority dynamic adjusting method is used for: flexible strategy is handled the client's microblogging request that inserts, and includes according to the division of customer account number classification rank, according to the active degree division of wall scroll Twitter message, according to strategies such as real-time occupation condition distribution.
5. method according to claim 4 is characterized in that, also comprises: the priority dynamic adjusting method also comprises three kinds of strategy divisions,
Inserting customer account number classification rank divides;
Active degree according to the wall scroll Twitter message is divided;
Distribute according to real-time occupation condition;
Wherein
Inserting customer account number classification rank divides: confirm the perhaps preferential technical ability group of the priority of distributing according to the customer account number classification; The client that microblogging inserts includes: common grass roots, popularity grass roots, enterprise customer, name human user, government unit etc.; Everyone belongs to dissimilar in the microblogging platform, all has different social status to embody; The order that different customer account number level categories decisions distributes; Certain sends out rich people's social status (bean vermicelli quantity, forwarding microblogging quantity); To high, like upgrade to important and special processing; During the microblogging incoming call initiated such as enterprise customer, name human user, government unit, popularity king etc., consider its importance, must upgrade to and accepting especially; And the microblogging that single grass roots or little rank account number are initiated is called out, and use common accepting relatively;
Active degree according to the wall scroll Twitter message is divided: different microblogging active degree decisions have different distribution methods: the diffusivity of message and influence power characteristic; Can be embodied in and transmit number and several two aspects of comment; The size of transmitting number has been reacted the diffusion of message; The size of comment number has then been reacted the repercussion degree that message is caused in diffusion process, also be influence power; Certain microblogging is commented on interactive quantity and is surpassed certain threshold values, need upgrade to important and special response;
Distribute according to real-time occupation condition:, dynamically adjust allocation strategy according to occupation condition such as real-time queuing situation, the quantity of attending a banquet, processing speeds; In real time the queuing situation includes, and distributes, attends a banquet calling and setting that priority principle distributes, calls out according to the telephone traffic mean allocation, with overtime dont answer for more high priority is other according to minimum holding time according to idle seating priority principle at first.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2012101097043A CN102710874A (en) | 2012-04-11 | 2012-04-11 | ACD (automatic call distribution) queue routing method based on microblog calling access |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2012101097043A CN102710874A (en) | 2012-04-11 | 2012-04-11 | ACD (automatic call distribution) queue routing method based on microblog calling access |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN102710874A true CN102710874A (en) | 2012-10-03 |
Family
ID=46903417
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2012101097043A Pending CN102710874A (en) | 2012-04-11 | 2012-04-11 | ACD (automatic call distribution) queue routing method based on microblog calling access |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102710874A (en) |
Cited By (13)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103312589A (en) * | 2013-03-13 | 2013-09-18 | 四川天翼网络服务有限公司 | Work micro-blog group internal communication system and method |
| CN103795875A (en) * | 2012-10-31 | 2014-05-14 | 中国电信股份有限公司 | Method and system for call center to process Internet information |
| WO2015188710A1 (en) * | 2014-06-10 | 2015-12-17 | 华为技术有限公司 | Call routing method, device, and system |
| WO2015196579A1 (en) * | 2014-06-24 | 2015-12-30 | 中兴通讯股份有限公司 | Cloud contact centre and cloudization method for contact centre |
| CN105898087A (en) * | 2016-06-20 | 2016-08-24 | 上海久科信息技术有限公司 | Full-routing customer service distribution method |
| CN106878571A (en) * | 2016-12-23 | 2017-06-20 | 河北远东通信系统工程有限公司 | A kind of self-adapting distribution method for being applied to wireline call |
| CN107679718A (en) * | 2017-09-19 | 2018-02-09 | 平安科技（深圳）有限公司 | List distribution method, equipment and computer-readable recording medium |
| CN105162997B (en) * | 2015-08-05 | 2018-04-06 | 深圳联友科技有限公司 | A kind of virtual call conversion method and device |
| CN108696647A (en) * | 2017-04-10 | 2018-10-23 | 北京京东尚科信息技术有限公司 | The method and apparatus of phone routing |
| CN109151229A (en) * | 2018-09-11 | 2019-01-04 | 南京辰睿秋实信息技术有限公司 | Abnormal call automatic identification early warning system and its working method, call center system |
| CN110866157A (en) * | 2018-08-27 | 2020-03-06 | 北京猎户星空科技有限公司 | Robot response method and device and robot |
| CN111711644A (en) * | 2020-08-19 | 2020-09-25 | 上海慧捷智能技术有限公司 | Method, system and equipment for distributing and managing interaction tasks |
| CN113014488A (en) * | 2021-02-22 | 2021-06-22 | 上海井星信息科技有限公司 | Weight-based multi-channel contact center unified soft queuing method |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101848234A (en) * | 2009-03-26 | 2010-09-29 | 阿瓦亚公司 | Social network urgent communication monitor and real-time calling system |
| US20100318526A1 (en) * | 2008-01-30 | 2010-12-16 | Satoshi Nakazawa | Information analysis device, search system, information analysis method, and information analysis program |
| CN102082806A (en) * | 2009-11-26 | 2011-06-01 | 上海拜翰网络科技有限公司 | Method and system for pushing website navigation service through calling |
-
2012
- 2012-04-11 CN CN2012101097043A patent/CN102710874A/en active Pending
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20100318526A1 (en) * | 2008-01-30 | 2010-12-16 | Satoshi Nakazawa | Information analysis device, search system, information analysis method, and information analysis program |
| CN101848234A (en) * | 2009-03-26 | 2010-09-29 | 阿瓦亚公司 | Social network urgent communication monitor and real-time calling system |
| CN102082806A (en) * | 2009-11-26 | 2011-06-01 | 上海拜翰网络科技有限公司 | Method and system for pushing website navigation service through calling |
Cited By (23)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103795875A (en) * | 2012-10-31 | 2014-05-14 | 中国电信股份有限公司 | Method and system for call center to process Internet information |
| CN103312589A (en) * | 2013-03-13 | 2013-09-18 | 四川天翼网络服务有限公司 | Work micro-blog group internal communication system and method |
| CN103312589B (en) * | 2013-03-13 | 2016-06-01 | 四川天翼网络服务有限公司 | Work micro-blog group internal communication system and method |
| WO2015188710A1 (en) * | 2014-06-10 | 2015-12-17 | 华为技术有限公司 | Call routing method, device, and system |
| CN105227792A (en) * | 2014-06-10 | 2016-01-06 | 华为技术有限公司 | Call route method, Apparatus and system |
| CN109040487B (en) * | 2014-06-10 | 2020-06-26 | 华为技术有限公司 | Call routing method, device and system |
| CN109040487A (en) * | 2014-06-10 | 2018-12-18 | 华为技术有限公司 | Call route method, apparatus and system |
| CN105227792B (en) * | 2014-06-10 | 2018-06-26 | 华为技术有限公司 | Call route method, apparatus and system |
| WO2015196579A1 (en) * | 2014-06-24 | 2015-12-30 | 中兴通讯股份有限公司 | Cloud contact centre and cloudization method for contact centre |
| CN105208066A (en) * | 2014-06-24 | 2015-12-30 | 中兴通讯股份有限公司 | Cloud contact center and cloudization method of contact centers |
| CN105162997B (en) * | 2015-08-05 | 2018-04-06 | 深圳联友科技有限公司 | A kind of virtual call conversion method and device |
| CN105898087B (en) * | 2016-06-20 | 2019-06-14 | 上海久科信息技术有限公司 | System-wide is by customer service distribution method |
| CN105898087A (en) * | 2016-06-20 | 2016-08-24 | 上海久科信息技术有限公司 | Full-routing customer service distribution method |
| CN106878571A (en) * | 2016-12-23 | 2017-06-20 | 河北远东通信系统工程有限公司 | A kind of self-adapting distribution method for being applied to wireline call |
| 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 |
| CN108696647A (en) * | 2017-04-10 | 2018-10-23 | 北京京东尚科信息技术有限公司 | The method and apparatus of phone routing |
| CN107679718A (en) * | 2017-09-19 | 2018-02-09 | 平安科技（深圳）有限公司 | List distribution method, equipment and computer-readable recording medium |
| CN110866157A (en) * | 2018-08-27 | 2020-03-06 | 北京猎户星空科技有限公司 | Robot response method and device and robot |
| CN109151229A (en) * | 2018-09-11 | 2019-01-04 | 南京辰睿秋实信息技术有限公司 | Abnormal call automatic identification early warning system and its working method, call center system |
| CN111711644A (en) * | 2020-08-19 | 2020-09-25 | 上海慧捷智能技术有限公司 | Method, system and equipment for distributing and managing interaction tasks |
| CN111711644B (en) * | 2020-08-19 | 2021-02-26 | 上海慧捷智能技术有限公司 | Method, system and equipment for distributing and managing interaction tasks |
| CN113014488A (en) * | 2021-02-22 | 2021-06-22 | 上海井星信息科技有限公司 | Weight-based multi-channel contact center unified soft queuing method |
| CN113014488B (en) * | 2021-02-22 | 2022-09-30 | 上海井星信息科技有限公司 | Weight-based multi-channel contact center unified soft queuing method |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN102710874A (en) | ACD (automatic call distribution) queue routing method based on microblog calling access | |
| US10346635B2 (en) | System and method for data management and task routing based on data tagging | |
| US10218850B2 (en) | Real-time customer profile based predictive routing | |
| KR101361726B1 (en) | System and methods for integrating short message service messaging with contact center applications | |
| CN101635775B (en) | Rules-based multimedia customer/enterprise interaction-network operating-system | |
| CN101437213B (en) | Method for implementing automatic outer call | |
| CN103024217B (en) | A kind of method and customer service system realizing customer service | |
| CN100559403C (en) | Bank client note numbering queueing method | |
| US20130202101A1 (en) | System and method for manual initiation of communications to members of a contact list | |
| CN103533189A (en) | Method and apparatus for mobile seat call distribution | |
| CN102546985A (en) | Calling method of calling system | |
| CN102572139A (en) | Information processing method, business processing method and device | |
| CN100388665C (en) | Telecommunication network calling centre system and its implementing method | |
| CN106330683A (en) | Multimedia seating system | |
| US11632468B2 (en) | Industry benchmark forecasting in workforce management | |
| CN105530225A (en) | Call center, processing method and system for non-real-time media message of call center | |
| CN109698886A (en) | A method of allowing attend a banquet carrying out Information Mobile Service | |
| CN101401404A (en) | An enhanced directory assistance system with peripheral call queuing and handling | |
| US8024401B1 (en) | Customer relationship management system with network contact center server configured to control automated web and voice dialogues | |
| CN106357941B (en) | Trustship type call center based on CTI technology | |
| CN201352391Y (en) | Highway customer service center management system | |
| CN103795875A (en) | Method and system for call center to process Internet information | |
| CN112261235A (en) | Cloud call center platform based on FreeWITCH | |
| CN103246989A (en) | Cloud-computing-based crazy telesale system | |
| CN106878571B (en) | A kind of self-adapting distribution method applied to wireline call |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C02 | Deemed withdrawal of patent application after publication (patent law 2001) | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20121003 |