CN103024216A - Outbound strategy implementation method and device based on rule engine - Google Patents
Outbound strategy implementation method and device based on rule engine Download PDFInfo
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- CN103024216A CN103024216A CN2011102825607A CN201110282560A CN103024216A CN 103024216 A CN103024216 A CN 103024216A CN 2011102825607 A CN2011102825607 A CN 2011102825607A CN 201110282560 A CN201110282560 A CN 201110282560A CN 103024216 A CN103024216 A CN 103024216A
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Abstract
The invention discloses a method and device capable of determining outbound conditions of a call center in a strategy mode, automatically generating a strategy rule through a key performance indicator (KPI) of seats of the call center, and formulating and implementing a non-linear call center outbound strategy by a rule engine. For example, in a call center system in operation, a series of operation parameters (indicating manual states of the seats, operation states of the system and the like) and manually set parameters (indicating the limitation of a red list and a blacklist and the like) can be stored in the system; the call center system periodically analyzes the operation parameters and judges whether a current condition belongs to outbound conditions or not through a rule algorithm formulated in the rule engine; when the current condition does not belong to the outbound conditions, and the seats make outbound motion soon, the system promotes and stops the current outbound motion of the seats; and when the outbound condition can be fit through the calculation of the formulated outbound rule engine, the outbound motion of the seats can be allowed.
Description
Technical field
The present invention relates to communication field, the outbound call policy that particularly relates to a kind of rule-based engine is realized, method and apparatus.
Background technology
Client's service is important index of operation enterprise forever, and in today of high speed information development, the access of contact staff's phone will be more tended in customer service.Increasing enterprise all will build a cover call center system both at home and abroad now, improve client's satisfaction by the call center.More and more hommization, standardization are also done to get in after-sale service.Outer paging system is enterprise's important module after sale, and the outer paging system of a cover intelligence can be formulated suitable outbound call policy according to the resource of enterprise.
A kind of flow system that is based on the regulation engine formulation that uses in the outbound call policy system that this paper tells can adopt some popular in present workflow rule definition systems to formulate the outgoing call rule.These regulation engines operate in the terminal server of calling system, will tackle and resolve the traffic communication information, and judge whether to carry out traffic.
Certainly in the outbound call policy for the algorithm in the judgement of system parameters and artificial parameter, because the various communication conditions in each enterprise, the definition of strategy is more complicated also, often can not reach gerentocratic demand, so also will come by the trial run of reaching the standard grade step by step correction and improvement quickly.
Summary of the invention
Technical problem to be solved by this invention provides the outbound call policy system that a kind of rule-based engine is formulated.Its basic effect is to formulate a cover outbound call policy with a kind of regulation engine, when solving the inadequate resource of enterprise call center in outgoing call, judges when precondition whether reach a kind of strategy protocol that outgoing call allows.
For achieving the above object, the invention provides a kind of call center's outbound call policy of rule-based engine customization, comprise regulation engine itself, system operational parameters and the human configuration parameter used in the calling system;
Described regulation engine is used for: define the rule file that agreement is wanted between a kind of module, can by graphically or with language realizing that regulation engine preferably can define the process module of an automation, support that script calls, in order to development efficiency can be provided;
The resolver of described regulation engine, be used for: finally operate in the call center system terminal, to with the regulation engine define system, defined file that can the resolution rules engine, according to the flow process of setting, whether the coupling current data information satisfies regular flow process, thereby can locate fast the condition of whether outgoing call;
The present invention also provides a kind of artificial parameter of calling system and the configuration module of system parameters, comprising:
Whether distinguish Enterprises suspend policy module can be when multiple enterprises shares the call center system of Outsourcing Model of a cover call center traffic platform, according to the call case of each enterprise in each time period, according to artificial condition configuration, can realize that certain enterprise is when the traffic showed increased, the outgoing call of other enterprises can suitably be modulated less slightly and normal condition, otherwise, the probability that the outgoing call that the busy enterprise of traffic obtains allows is also relatively high, when having several enterprises and all run into busy stage of traffic, the situation of resources for traffic will inevitably occur competing, processing method at this time has a plurality of selections: enterprise can minute priority, enterprise can define the traffic rush hour section (time period that it should be noted that best a plurality of enterprises is not identical) of oneself, the artificial enterprise that participates in the screening competitive resource;
The period configuration module, main to be processedly adopt when being the control of enterprise's incoming call and outgoing call ratio, in the call center of intelligence operation system, the ratio of incoming call and exhalation can not be a definite value, in most cases need go at times to process the condition of outgoing call.
Preferably have, in the said method, also comprise: the time out section of attending a banquet, attend a banquet in an outgoing call because when not meeting regulation engine and being under an embargo the outgoing call request when one, have one period of suspending outgoing call, attending a banquet may need just can carry out the outgoing call request after having crossed during this period of time.
Preferably have, in the said method, also comprise: the long duration of outgoing call as its name suggests, in the condition restriction of outgoing call, can have the longest selective configuration of outgoing call time period.Certainly, optimum parameter still depends on the traffic conditions of enterprise.
Preferably have, in the said method, also comprise: the outgoing call place period, outgoing call can define often, also can define the time that it can allow, and namely attend a banquet could outgoing call a period moment on the same day.Enterprise can be according to the traffic conditions of incoming call, and under not busy traffic conditions, selecting this time is that outgoing call allows in the time range.
The present invention also provides a kind of black and white lists configuration module, comprising:
By the configuration of black and white lists, when outgoing call is allowed to, again the number of outgoing call is carried out the Screening Treatment of last one deck.Certainly in the Call Centert Outbound System, client's selection also had follow certain professional algorithm, this did not belong to content discussed in this article at that time.
Can be found out by such scheme, control strategy to outgoing call among the present invention mainly is to formulate by a kind of regulation engine of automation, can adopt the visual definition interfaces of third-party regulation engine, create-rule file fast, pass through again the conditional filtering of the explanation of rule parsing device and system parameters configuration module, thereby can manage outgoing call automatically, reduce manually participating in, save cost.And be convenient to dispose, be easy to realize.
Description of drawings
In order to be illustrated more clearly in the embodiment of the invention or technical scheme of the prior art, the below will do simple the introduction to the accompanying drawing of required use in embodiment or the description of the Prior Art, apparently, accompanying drawing in the following describes only is some embodiments of the present invention, for those of ordinary skills, under the prerequisite of not paying creative work, can also obtain according to these accompanying drawings other accompanying drawing.
Fig. 1 is system configuration schematic diagram in the invention process case;
Fig. 2 is parameter configuration policy module flow chart of the present invention.
Embodiment
For above-mentioned purpose of the present invention, feature and advantage can be become apparent more, the present invention is further detailed explanation below in conjunction with the drawings and specific embodiments.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 belong to the scope of protection of the invention not making the every other embodiment that obtains under the creative work prerequisite.
Case study on implementation is referring to Fig. 1.
The invention provides a kind of outbound call policy of rule-based engine, described system comprises regulation engine itself, system operational parameters and the human configuration parameter of using in the calling system, wherein:
The definition module of described regulation engine definition will be by manually making rule file;
Described regulation engine resolver is used for: the interpretative rule file also guides the flow process of outbound call policy;
Described artificial definition configuration parameter module, modules disposes referring to shown in Figure 2, specifically may further comprise the steps:
Can be begun by a minute enterprise configuration strategy, by judging the traffic situation, whether time period and priority enter into next parameter determining step;
In the strategy at times, attend a banquet and carry out in the situation of outgoing call request failing, can be in the situation of suspending circular wait, know that suspending duration satisfies configuration;
Do at last the screening of last outgoing call by the blacklist collocation strategy.
Therefore the outbound call policy of rule-based engine provided by the invention has following advantage.
(1) be convenient to dispose, exploitation rapidly
The present invention is owing to can use ripe regulation engine as the Strategy Design device, and definition rule can use visual editing machine, and development efficiency improves.
(2) ease for use is high
Since used the driving of regulation engine as outbound call policy, the artificial change that policing rule can be real-time, and as long as rule file is covered the change that both can realize whole strategy again, make things convenient for the upgrading of system.
(3) stability is strong
Adopt the call center of the outbound call policy of regulation engine, and unlike other homemade outbound call policy call center systems, its stability is, does not need to add too many module, only need to adds the regulation engine parser modules at system's traffic control layer and get final product.
Description by above embodiment of the method, the those skilled in the art can be well understood to the present invention can be by third-party regulation engine as policy-driven, adopt efficiently development language and script, mode by the system integration is incorporated in the traffic platform, only need provide an external interface: allow outgoing call and forbid outgoing call.So just, can be deployed to easily in any one call center system.The regulation engine language that the developer only need be familiar with agreement gets final product.
The above only is the specific 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 improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.
Claims (4)
1. call center's outbound call policy of a rule-based engine customization is characterized in that, comprises regulation engine itself, system operational parameters and the human configuration parameter used in the calling system;
At first, system is in the trial run last stage, operation management person needs (can make the traffic measurement data according to system's parameters in the trial run, also can be that data manually are set), service regeulations engine configuration device (the at present engine configuration of online popular every field rule software) defines the rule language of the approval of its field and standard, dispose complete after, generation engine file, when moving in system again by resolve identification current system parameter whether eligible after, control outgoing call.
2. a regulation engine definition is characterized in that, comprising:
The definition device of regulation engine, the definition device of regulation engine its role is to, define the rule language file (this rule file usually can with the form of XML) of a kind of mutual approval in the standard of place working group, the file depicted in greater detail each process step of institute's definition rule;
The resolver of regulation engine, after regulation engine defines rule file, terminal at server system, to adopt the regulation engine resolver to read the parsing defined file, thereby whether carry out next step according to the flow content of definition, judge that namely whether the outgoing call condition satisfies, and adopts which kind of EO or circular wait when not satisfying.
3. method according to claim 2 is characterized in that, also comprises: in the regulation engine defined file, can make it when resolved device is resolved by a kind of agreement, also can carry out certain script, for the operation of some IO aspects, can use this feature like this.
4. the configuration module of the artificial parameter of a calling system and system parameters is characterized in that, comprising:
Whether distinguish Enterprises and suspend policy module, call center system may be to belong to the outsourcing business in some cases, and client service center's operation of a plurality of enterprises is (mode that may share by cloud) on a system, share a cover CTI, so just the problem of resource-sharing occurred; The outgoing call condition of this each enterprise of module controls;
The period configuration module judges in the condition of outgoing call that in call center system the algorithm of various period restrictions also is a ring very important in the outbound call policy.The period that comprises the blocking period of attending a banquet, the long duration of outgoing call and outgoing call place same day;
The black and white lists configuration module, the judgement of outgoing call condition except considering from the period, is exactly to consider that from the destination of outgoing call callee's selection also belongs to determination range in addition.
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| CN2011102825607A CN103024216A (en) | 2011-09-20 | 2011-09-20 | Outbound strategy implementation method and device based on rule engine |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107864300A (en) * | 2016-11-14 | 2018-03-30 | 平安科技（深圳）有限公司 | Calling-out method and system |
| CN108564259A (en) * | 2016-04-18 | 2018-09-21 | 欧洲阿菲尼帝科技有限责任公司 | Technology for carrying out benchmaring to the pairing strategy in contact centring system |
| CN109246321A (en) * | 2018-07-27 | 2019-01-18 | 平安科技（深圳）有限公司 | Call management-control method, system, computer equipment and its storage medium |
| WO2019184234A1 (en) * | 2018-03-30 | 2019-10-03 | 平安科技（深圳）有限公司 | Agent outbound call control method, device, computer apparatus, and storage medium |
| CN112449061A (en) * | 2021-02-01 | 2021-03-05 | 北京健康之家科技有限公司 | Outbound task allocation method and device, computer equipment and readable storage medium |
| CN113141434A (en) * | 2021-04-27 | 2021-07-20 | 上海淇玥信息技术有限公司 | Batch outbound method and device based on pipeline mechanism and electronic equipment |
| US11425248B2 (en) | 2008-01-28 | 2022-08-23 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
| US11509768B2 (en) | 2008-01-28 | 2022-11-22 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
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| US11425248B2 (en) | 2008-01-28 | 2022-08-23 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
| US11509768B2 (en) | 2008-01-28 | 2022-11-22 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
| CN108564259A (en) * | 2016-04-18 | 2018-09-21 | 欧洲阿菲尼帝科技有限责任公司 | Technology for carrying out benchmaring to the pairing strategy in contact centring system |
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| CN112449061A (en) * | 2021-02-01 | 2021-03-05 | 北京健康之家科技有限公司 | Outbound task allocation method and device, computer equipment and readable storage medium |
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Application publication date: 20130403 |