CN104065628A - Session processing method and device thereof - Google Patents
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Abstract
The invention provides a session processing method and a device thereof. The session processing method comprises the steps of: detecting the session to be processed; triggering and collecting an influence factor which corresponds with the session that is obtained through detection; acquiring priority of the session according to the influence factor and identifying the session according to the priority. The device comprises the components of: a detecting module which is used for detecting the session to be processed; an influence factor collecting module which is used for triggering and collecting the influence factor that corresponds with the session that is obtained through detection; and a session identifying module which is used for acquiring priority of the session according to the influence factor and identifying the session according to the priority. The session processing method and the device according to the invention can improve flexibility.
Description
Technical field
The present invention relates to internet, applications technology, particularly relate to a kind of conversation processing method and device.
Background technology
Traditional online customer service software usually carries out session with multiple clients simultaneously.Accessing session with multiple clients, occur in the process of dialogue, contact staff carries out subjective judgement to the multiple sessions that occur in online client software, to reply client's inquiry in a certain session, it is the session that cannot initiate for the different clients a certain comparatively urgent session of priority treatment neatly.
In order to make up this defect, contact staff has added corresponding attribute labeling by traditional online customer service software to client, for example, add VIP attribute labeling for the client that may bring high yield, and then the priority treatment session that exists the client of VIP attribute labeling to initiate.
But, nonetheless, in session, the corresponding stand-by period of reply that the client who has added VIP attribute labeling receives contact staff remains uncontrollable, which client the Dialog processing only solely being undertaken by attribute labeling still cannot accurately identify in the reply of waiting for contact staff comparatively urgently to client, which client's session can be postponed processing, so for different interpolations the client of VIP attribute labeling enter to process neatly session.
Summary of the invention
Based on this, be necessary to provide a kind of conversation processing method that can improve flexibility.
In addition, be also necessary to provide a kind of Dialog processing device that can improve flexibility.
A kind of conversation processing method, comprises the steps:
Survey pending session;
Trigger and collect the corresponding factor of influence of session that described detection obtains;
Obtain the priority of described session according to described factor of influence, and according to described priority, described session is identified.
A kind of Dialog processing device, comprising:
Detecting module, for surveying pending session;
Factor of influence collection module, collects for triggering the corresponding factor of influence of session that described detection obtains;
Session identification module, for obtain the priority of described session according to described factor of influence, and identifies described session according to described priority.
Above-mentioned conversation processing method and device, survey pending session, and collect the corresponding factor of influence of this session, calculate the priority of this session according to factor of influence, and then according to priority, session is identified, it is comparatively urgent making user can tell which session according to the mark of session, which session can be postponed is processed, and then process flexibly session for different user, improve the flexibility of Dialog processing.
Brief description of the drawings
Fig. 1 is the flow chart of conversation processing method in an embodiment;
Fig. 2 triggers in Fig. 1 to collect the method flow diagram of surveying the corresponding factor of influence of session obtaining;
Fig. 3 is the flow chart of conversation processing method in another embodiment;
Fig. 4 is the priority that obtains session in an embodiment according to factor of influence, and method flow diagram session being identified according to priority;
Fig. 5 is related to schematic diagram between the time in timer and user gradation in an embodiment;
Fig. 6 is the structural representation of Dialog processing device in an embodiment;
Fig. 7 is the structural representation of factor of influence collection module in Fig. 6;
Fig. 8 is the structural representation of session identification module in an embodiment.
Embodiment
As shown in Figure 1, in one embodiment, a kind of conversation processing method, comprises the steps:
Step S110, surveys pending session.
In the present embodiment, in conversation applications, pending session is usually multiple, that is to say, the corresponding user of conversation applications will carry out session with multiple users, for example, conversation applications can be online customer service application, and the online customer service application of operation has produced multiple sessions, all needs contact staff to reply the multiple sessions that produce.
Pending session is the corresponding session that need to engage in the dialogue as early as possible, comprises the session that user creates by conversation applications access service and receives the session of the new information that other users send.
Step S130, triggers to collect and surveys the corresponding factor of influence of session obtaining.
In the present embodiment, in the time knowing pending session, to collect the corresponding factor of influence of this session, so that the corresponding priority of the application corresponding session of factor of influence evaluation, wherein, trigger the factor of influence of collecting and comprise user gradation, historical session number of times, the one-sided log-on count of initiating of user, not service-user duration and the COS etc. of current sessions, but be not limited only to this, can increase and decrease according to the needs of actual operation.
The user of initiation session from low to high corresponding user gradation can be domestic consumer and VIP user, even also can be by the segmentation further again of this user gradation of VIP user, to obtain the user gradation of more refinement; Historical session number of times refers to that this user once carried out the number of times of session by conversation applications; The one-sided log-on count of initiating of user refers to the once number of times of initiation session of this user; The not service-user time of current sessions refers to not to the duration of processing in current sessions; COS is the corresponding type of service that user inquires, is used to indicate user in any service of inquiry.
Step S150, obtains the priority of session, and according to priority, session is identified according to factor of influence.
In the present embodiment, the priority of session needs fast to provide the urgent degree of service by corresponding session window for user for weighing session, for example, contact staff replys the urgent degree of session, can know according to the priority of each session in multiple sessions, which session is more urgent, which session can be delayed processing a little.
Can obtain the priority of session according to factor of influence, and then according to priority, the session in session application interface is identified, wherein, session diagram corresponding in the session list of session application interface can be marked with to certain color or other form identifies, to facilitate the session of identification marking quickly and accurately at conversation applications interface; Also the session window that can show conversation applications interface realizes the mark of session by changing the modes such as background color; Session icon in session application interface can also be placed in to session list top, it is anxious pending pointing out this session in the mode identifying by this top set.
For multiple different factors of influence, to give corresponding weight value for each factor of influence, and then carry out computing according to the factor of influence of collecting and corresponding weight value and can obtain the corresponding priority of session, in addition, also can weigh the corresponding priority of current sessions by single factor of influence, as, can obtain the priority of current sessions according to COS, if the COS of inquiring in session is the service of reporting the loss, this COS is by the higher priority of correspondence, so that as early as possible for the user who inquires the service of reporting the loss provides service.
Step S170, according to the identification process session of session.
Whether in one embodiment, the detailed process of above-mentioned steps S110 is: obtain the operation of triggering, switch in the session that stops state according to this operation judges is current, if so, enter step S130, if not, be left intact.
In the present embodiment, obtain the operation triggering in conversation applications, whether to switch to by stop state the state of leaving according to the operation judges session triggering, if, this session of the current plan of user processing is described, now, trigger the collection of factor of influence by entering step S130, and then obtain reflecting the factor of influence of the urgent degree of session;
Do not switch if determine the current session in stop state in conversation applications, illustrate that the user of conversation applications is about to or is processing this session, therefore, do not need to carry out again the collection of factor of influence.
Further, the session creating in conversation applications will form corresponding session list, can choose by clicking a certain session showing in session list, now, before triggering clicking operation, will be transformed in the session that stops state the state of leaving, and the session of clicking will be in stop state.
In another embodiment, the detailed process of above-mentioned steps S110 is: judge whether the session creating receives message, if so, enters step S130, if not, is left intact.
In the present embodiment, judge whether the session creating has received the new information that other users send, if so, trigger and collect the corresponding factor of influence of session that has received new information, if not, continue to detect whether receive new information.
As shown in Figure 2, in one embodiment, above-mentioned steps S130 comprises the steps:
Step S131, obtains the timer corresponding with surveying the session that obtains.
In the present embodiment, in conversation applications, each session is all provided with the timer of unique correspondence, carries out exactly the collection of factor of influence with the timer by unique correspondence.
Further, obtain the corresponding session identification of session of establishment, build mapping queue by session identification, wherein, mapping queue has comprised multiple mapping relations, and the key of these mapping relations is session identification, is worth for timer.Creating in the process of session, corresponding session identification and newly-built timer are added in mapping queue.
In the time detecting pending session, will from mapping queue, extract and survey the corresponding mapping relations of session that obtain, and then obtain corresponding timer, so that session is re-started to timing.
When a certain session in mapping queue is switched to stop state by the state of leaving, by the timing in pause timer, and zero clearing, now, user will process this session, therefore, not need to carry out the calculating of timing and priority again.
When a certain session in mapping queue is closed, the corresponding mapping relations of this session are by deleted.
Step S133, triggers timer and carries out timing.
In the present embodiment, the time that timer timing obtains is the corresponding factor of influence of session.In the time that session is switched to the state of leaving or receive new message, triggering timer is carried out to timing, to obtain the not processed time of session, this time is also to wait for the spent stand-by period of reply accepting session.
As shown in Figure 3, in another embodiment, after above-mentioned steps S133, also comprise:
Step S210, judges whether the time that in timer, timing obtains reach time threshold, if so, enters step S220, if not, enters step S150.
In the present embodiment, the time obtaining according to timing in timer judges that whether corresponding session is overtime, if, the user of this session of explanation establishment does not initiate any message in a long time, and this session has become invalid session, therefore, the directly corresponding session of timeing closing device, also can generate session timeout information, and send to corresponding user, to point out this user to close session; If the time that in timer, timing obtains does not reach time threshold, illustrate that this session is effectively, also will link up by this session.
Under helping by the time threshold of the time in timer and setting, can identify rapidly the user that any dialogue does not occur for a long time, and then close this session, and then reduce the workload of replying session, facilitate the orderly management of session.
Step S220, the session that timeing closing device is corresponding.
As shown in Figure 4, in one embodiment, above-mentioned steps S150 comprises the steps:
Step S151, follows time that timer timing obtains to promote the priority of session.
In the present embodiment, constantly increasing progressively of the time obtaining along with timing in timer, the corresponding priority of session is also by corresponding lifting, for the session in leaving state or receive for the session of new information, time etc. pending processing is longer, and urgent degree is also just higher, corresponding, by the priority of corresponding lifting session, and then make the also corresponding raising of priority of this session.
In one embodiment, the time that in timer, timing obtains is the material impact factor of weighing the priority of session, also can determine the corresponding priority of session in conjunction with other some factors of influence.
For example, the time that this factor of influence of user gradation can be obtained with timing combines, as shown in Figure 5, user gradation has comprised domestic consumer and two user gradations of VIP user, the time that timing obtains in the corresponding row time of each user gradation is timer.In the session of domestic consumer, timer timing be the corresponding priority of 10min will be that the corresponding priority of 5min is identical with timer timing in VIP user's session.
In one embodiment, will calculate priority according to factor of influence according to certain time interval, this time interval can be set according to actual needs neatly, for example, can be for 1 second.
Step S153, obtains the color value associated with the priority of session, and according to color value, the background color of session is upgraded.
In the present embodiment, priority in certain limit is associated with certain color value, therefore, after obtaining the priority of session, to obtain associated color value according to the residing scope of this priority, and then according to this color value, session is upgraded, can know with the background color by session should which session of priority treatment.
In addition, if when session is switched to stop state, in conversation applications, the corresponding background color of this session is also by corresponding change, and for example, the variable white that is changed to, and then do not need carefully to search, can know this session present by background color.
As shown in Figure 6, in one embodiment, a kind of Dialog processing device, comprises detecting module 110, factor of influence collection module 130, session identification module 150 and processing module 170.
Detecting module 110, for surveying pending session.
In the present embodiment, in conversation applications, pending session is usually multiple, that is to say, the corresponding user of conversation applications will carry out session with multiple users, for example, conversation applications can be online customer service application, and the online customer service application of operation has produced multiple sessions, all needs contact staff to reply the multiple sessions that produce.
Pending session is the corresponding session that need to engage in the dialogue as early as possible, comprises the session that user creates by conversation applications access service and receives the session of the new information that other users send.
Factor of influence collection module 130, surveys for triggering to collect the corresponding factor of influence of session obtaining.
In the present embodiment, in the time knowing pending session, factor of influence collection module 130 will be collected the corresponding factor of influence of this session, so that the corresponding priority of the application corresponding session of factor of influence evaluation, wherein, trigger the factor of influence of collecting and comprise user gradation, historical session number of times, the one-sided log-on count of initiating of user, not service-user duration and the COS etc. of current sessions, but be not limited only to this, can increase and decrease according to the needs of actual operation.
The user of initiation session from low to high corresponding user gradation can be domestic consumer and VIP user, even also can be by the segmentation further again of this user gradation of VIP user, to obtain the user gradation of more refinement; Historical session number of times refers to that this user once carried out the number of times of session by conversation applications; The one-sided log-on count of initiating of user refers to the once number of times of initiation session of this user; The not service-user time of current sessions refers to not to the duration of processing in current sessions; COS is the corresponding type of service that user inquires, is used to indicate user in any service of inquiry.
Session identification module 150, for obtain the priority of session according to factor of influence, and identifies session according to priority.
In the present embodiment, the priority of session needs fast to provide the urgent degree of service by corresponding session window for user for weighing session, for example, contact staff replys the urgent degree of session, can know according to the priority of each session in multiple sessions, which session is more urgent, which session can be delayed processing a little.
Session identification module 150 can obtain the priority of session according to factor of influence, and then according to priority, the session in session application interface is identified, wherein, session diagram corresponding in the session list of session application interface can be marked with to certain color or other form identifies, to facilitate the session of identification marking quickly and accurately at conversation applications interface; Also the session window that can show conversation applications interface realizes the mark of session by changing the modes such as background color; Session icon in session application interface can also be placed in to session list top, it is anxious pending pointing out this session in the mode identifying by this top set.
For multiple different factors of influence, to give corresponding weight value for each factor of influence, and then session identification module 150 is carried out computing according to the factor of influence of collecting and corresponding weight value and can be obtained the corresponding priority of session, in addition, also can weigh the corresponding priority of current sessions by single factor of influence, as, can obtain the priority of current sessions according to COS, if the COS of inquiring in session is the service of reporting the loss, this COS is by the higher priority of correspondence, so that as early as possible for the user who inquires the service of reporting the loss provides service.
Processing module 170, according to the identification process session of session.
In one embodiment, whether above-mentioned detecting module 110, also for obtaining the operation of triggering, switches in the session that stops state according to operation judges is current, if so, notifies factor of influence collection module 130, if not, is left intact.
In the present embodiment, detecting module 110 obtains the operation triggering in conversation applications, whether to switch to by stop state the state of leaving according to the operation judges session triggering, if, this session of the current plan of user processing is described, now, notice factor of influence collection module 130 is triggered to the collection of factor of influence, and then obtain reflecting the factor of influence of the urgent degree of session;
If detecting module 110 determines the current session in stop state in conversation applications and does not switch, illustrate that the user in conversation applications is about to or is processing this session, therefore, do not need to carry out again the collection of factor of influence.
Further, the session creating in conversation applications will form corresponding session list, can choose by clicking a certain session showing in session list, now, before the clicking operation triggering, will be transformed in the session that stops state the state of leaving, and the session of clicking will be in stop state.
In another embodiment, whether above-mentioned detecting module 110 also receives message for the session that judges establishment, if so, notifies factor of influence collection module 130, if not, is left intact.
In the present embodiment, detecting module 110 judges whether the session creating has received the new information that other users send, and if so, triggers and collects the corresponding factor of influence of session that has received new information, if not, continues to detect whether receive new information.
As shown in Figure 7, in one embodiment, above-mentioned factor of influence collection module 130 comprises acquiring unit 131 and timer 133.
Acquiring unit 131, for obtaining the timer 133 corresponding with surveying the session that obtains.
In the present embodiment, in conversation applications, each session is all provided with the timer of unique correspondence, carries out exactly the collection of factor of influence with the timer by unique correspondence.
Further, obtain the corresponding session identification of session of establishment, build mapping queue by session identification, wherein, mapping queue has comprised multiple mapping relations, and the key of these mapping relations is session identification, is worth for timer.Creating in the process of session, corresponding session identification and newly-built timer are added in mapping queue.
In the time detecting pending session, acquiring unit 131 will extract and survey the corresponding mapping relations of session that obtain from mapping queue, and then obtains corresponding timer, so that session is re-started to timing.
When a certain session in mapping queue is switched to stop state by the state of leaving, by the timing in pause timer, and zero clearing, now, user will process this session, therefore, not need to carry out the calculating of timing and priority again.
When a certain session in mapping queue is closed, the corresponding mapping relations of this session are by deleted.
Timer 133, carries out timing for triggering.
In the present embodiment, the time that timer 133 timing obtain is the corresponding factor of influence of session.In the time that session is switched to the state of leaving or receive new message, triggering timer 133 is carried out to timing, to obtain the not processed time of session, this time is also to wait for the spent stand-by period of reply accepting session.
In another embodiment, above-mentioned Dialog processing device also comprises session validity module.Whether this session validity module reaches time threshold for judging the time that timer timing obtains, if so, session corresponding to timeing closing device, if not, announcement session identification module 150.
In the present embodiment, the time that session validity module obtains according to timing in timer judges that whether corresponding session is overtime, if, the user of this session of explanation establishment does not initiate any message in a long time, and this session has become invalid session, therefore, the directly corresponding session of timeing closing device, also can generate session timeout information, and send to corresponding user, to point out this user to close session; If the time that in timer, timing obtains does not reach time threshold, illustrate that this session is effectively, also will link up by this session.
Under helping by the time threshold of the time in timer and setting, can identify rapidly the user that any dialogue does not occur for a long time, and then close this session, and then reduce the workload of replying session, facilitate the orderly management of session.
As shown in Figure 8, in one embodiment, above-mentioned session identification module 150 comprises urgent degree arithmetic element 151 and updating block 153.
Urgent degree arithmetic element 151, promotes the priority of session for following time that timer timing obtains.
In the present embodiment, constantly increasing progressively of the time obtaining along with timing in timer, the corresponding priority of session is also by corresponding lifting, for the session in leaving state or receive for the session of new information, time etc. pending processing is longer, and urgent degree is also just higher, corresponding, urgently spend arithmetic element 151 by the priority of corresponding lifting session, and then make the also corresponding raising of priority of this session.
In one embodiment, the time that in timer, timing obtains is the material impact factor of weighing the priority of session, also can determine the corresponding priority of session in conjunction with other some factors of influence.
In one embodiment, urgently spending arithmetic element 151 will calculate priority according to factor of influence according to certain time interval, and this time interval can be set according to actual needs neatly, for example, can be for 1 second.
Updating block 153, for obtaining the color value associated with the priority of session, and upgrades the background color of session according to color value.
In the present embodiment, priority in certain limit is associated with certain color value, therefore, after obtaining the priority of session, updating block 153 will obtain associated color value according to the residing scope of this priority, and then according to this color value, session is upgraded, can know with the background color by session should which session of priority treatment.
In addition, if when session is switched to stop state, in conversation applications, the corresponding background color of this session is also by corresponding change, and for example, the variable white that is changed to, and then do not need carefully to search, can know this session present by background color.
Above-mentioned Dialog processing device can be applicable in enterprise immediate communication, identifies urgent session for enterprise customer's contact staff provides, and then realizes the flexible processing of session.
Above-mentioned conversation processing method and device, survey pending session, and collect the corresponding factor of influence of this session, calculate the priority of this session according to factor of influence, and then according to priority, session is identified, it is comparatively urgent making user can tell which session according to the mark of session, which session can be postponed is processed, and then process flexibly session for different user, improve the flexibility of Dialog processing.
One of ordinary skill in the art will appreciate that all or part of flow process realizing in above-described embodiment method, can carry out the hardware that instruction is relevant by computer program to complete, described program can be stored in a computer read/write memory medium, this program, in the time carrying out, can comprise as the flow process of the embodiment of above-mentioned each side method.Wherein, described storage medium can be magnetic disc, CD, read-only store-memory body (Read-Only Memory, ROM) or random store-memory body (Random Access Memory, RAM) etc.
The above embodiment has only expressed several execution mode of the present invention, and it describes comparatively concrete and detailed, but can not therefore be interpreted as the restriction to the scope of the claims of the present invention.It should be pointed out that for the person of ordinary skill of the art, without departing from the inventive concept of the premise, can also make some distortion and improvement, these all belong to protection scope of the present invention.Therefore, the protection range of patent of the present invention should be as the criterion with claims.
Claims (12)
1. a conversation processing method, comprises the steps:
Survey pending session;
Trigger and collect the corresponding factor of influence of session that described detection obtains;
Obtain the priority of described session according to described factor of influence, and according to described priority, described session is identified;
According to session described in the identification process of described session.
2. conversation processing method according to claim 1, is characterized in that, the step of the pending session of described detection comprises:
Obtain the operation of triggering, whether switch in the session that stops state according to described operation judges is current, if so,
Enter described triggering and collect the step of the corresponding factor of influence of session that described detection obtains.
3. conversation processing method according to claim 1, is characterized in that, the step of the pending session of described detection comprises:
Judge whether the session creating receives message, the step that if so, enters described triggering and collect the corresponding factor of influence of session that described detection obtains.
4. conversation processing method according to claim 1, is characterized in that, the step that the corresponding factor of influence of session that described detection obtains is collected in described triggering comprises:
Obtain the corresponding timer of session obtaining with described detection;
Trigger described timer and carry out timing.
5. conversation processing method according to claim 4, is characterized in that, the step that the described timer of described triggering carries out timing also comprises afterwards:
Judge whether the time that in described timer, timing obtains reaches time threshold, if so, close the session that described timer is corresponding, if not, enter the described priority that obtains described session according to described factor of influence, and the step described session being identified according to described priority.
6. conversation processing method according to claim 4, is characterized in that, the described priority that obtains described session according to described factor of influence, and the step described session being identified according to described priority comprises:
Following time that described timer timing obtains promotes the priority of described session;
Obtain the color value associated with the priority of described session, and according to described color value, the background color of described session is upgraded.
7. a Dialog processing device, is characterized in that, comprising:
Detecting module, for surveying pending session;
Factor of influence collection module, collects for triggering the corresponding factor of influence of session that described detection obtains;
Session identification module, for obtain the priority of described session according to described factor of influence, and identifies described session according to described priority;
Processing module, for according to session described in the identification process of described session.
8. Dialog processing device according to claim 7, it is characterized in that, whether described detecting module, also for obtaining the operation of triggering, switches in the session that stops state according to described operation judges is current, if so, notify described factor of influence collection module.
9. Dialog processing device according to claim 7, is characterized in that, whether described detecting module also receives message for the session that judges described establishment, if so, notifies described factor of influence collection module.
10. Dialog processing device according to claim 7, is characterized in that, described factor of influence collection module comprises:
Acquiring unit, for obtaining the corresponding timer of session obtaining with described detection;
Described timer carries out timing for triggering.
11. Dialog processing devices according to claim 10, is characterized in that, also comprise:
Session validity module, for judging whether the time that described timer timing obtains reach time threshold, if so, closes the session that described timer is corresponding, if not, notifies described session identification module.
12. Dialog processing devices according to claim 10, is characterized in that, described session identification module comprises:
Urgent degree arithmetic element, promotes the priority of described session for following time that described timer timing obtains;
Updating block, for obtaining the color value associated with the priority of described session, and upgrades according to the background color of session described in described color value.
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