CN104796422A - Online customer service staff equilibrium assignment method and online customer service staff equilibrium assignment device - Google Patents
Online customer service staff equilibrium assignment method and online customer service staff equilibrium assignment device Download PDFInfo
- Publication number
- CN104796422A CN104796422A CN201510193773.0A CN201510193773A CN104796422A CN 104796422 A CN104796422 A CN 104796422A CN 201510193773 A CN201510193773 A CN 201510193773A CN 104796422 A CN104796422 A CN 104796422A
- Authority
- CN
- China
- Prior art keywords
- customer service
- user
- state
- reception amount
- history
- 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.)
- Granted
Links
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention discloses an online customer service staff equilibrium assignment method and an online customer service staff equilibrium assignment device. The method includes: computing current saturability, a current state weight number and historical saturability of each of customer service staff in real time; computing a synthetic weight number of each of the customer service staff in real time according to the current saturability, the current state weight number and the historical saturability; ranking all customer service staff in real time according to the synthetic weight numbers of the customer service staff so as to generate a customer service staff ranking list; assigning users to the corresponding customer service staff according to the customer service staff ranking list. The device comprises a first computing unit, a second computing unit, a ranking unit and an assigning unit for achieving the steps respectively. The online customer service staff equilibrium assignment method and the online customer service staff equilibrium assignment device are capable of improving assignment equilibrium degree according to an optimized assignment principle.
Description
Technical field
The present invention relates to a kind of method and device of online customer service equilibrium assignment.
Background technology
In online customer service system, need reasonably to distribute the user of the system of entering, thus make the reception amount of every online customer service be tending towards balanced.At present, traditional distribution method generally calculates the current saturation of this customer service in real time by the ratio of the reception amount of each customer service and the maximum reception amount of this customer service, using the current saturation of this customer service and the current state weights sum comprehensive weights as this customer service, according to the method, the comprehensive weights of all customer services can be calculated in real time, and from low to high customer service is sorted according to comprehensive weights, generate customer service queue in real time.When there being user's system of entering to seek advice from, this user is distributed to the minimum customer service of comprehensive weights by system automatically.Because comprehensive weights are in real-time update, therefore, customer service queue is also in real-time update, thus the number of users that each customer service is received keeps relative equilibrium.
In actual use, in order to promote service quality and efficiency, for the customer service repeating in certain hour to receive before user that the system of entering carries out seeking advice from directly can be distributed to by priority allocation principle, and the user of non-duplicate consulting can distribute to the lower customer service of weights according to the sequence of customer service queue.The object of this method is the continuity in order to ensure hospitalit, after avoiding switching customer service, repeats to understand, has both affected user and seeked advice from experience, also waste customer service resource to user's query.But, in such a mode, the customer service of continuously working, when the previous day receive user more, can be more equally time the user of reception in second day is most.Particularly the customer service of the overwhelming majority can not all be gone to work every day, usually all can have interval.Customer service busy like this can be busier, and not busy customer service is more idle on the contrary, thus result in the unbalanced of distribution.And once customer service is in the operating state of high load capacity always, reception quality also can decline, indirectly also have influence on purchase conversion ratio.Therefore, be necessary to design a kind of method and the device that can promote the online customer service equilibrium assignment distributing equilibrium degree when preferred allocation principle.
Summary of the invention
In view of this, the invention provides a kind of method and the device that can promote the online customer service equilibrium assignment distributing equilibrium degree when preferred allocation principle, be intended to overcome defect of the prior art.
The method of online customer service equilibrium assignment provided by the present invention comprises the following steps: step S100, calculates the current saturation of each customer service, state weights and history saturation in real time; Step S200, calculates the comprehensive weights of each customer service in real time according to described current saturation, described state weights and described history saturation; Step S300, the comprehensive weights according to each customer service sort in real time to all customer services, generate customer service sorted lists; Step S400, distributes to corresponding customer service according to described customer service sorted lists by user.
Preferably, described step S100 comprises: step S110, reads the maximum reception amount of each customer service; Step S120, reads the reception amount of each customer service; Step S130, calculates the current saturation of each customer service in real time according to described maximum reception amount and described reception amount.
Preferably, described step S100 also comprises: step S140, reads the history reception amount of each customer service, and described history reception amount is cycle interior number of users of receiving identical in the past; Step S150, calculates the history saturation of each customer service in real time according to described maximum reception amount and described history reception amount.
Preferably, the ratio of reception amount described in described current saturation equals and described maximum reception amount, described history saturation equals the ratio of described history reception amount and described maximum reception amount.
Preferably, described step S100 also comprises: step S160, reads the state information of each customer service; Step S170, determines the state weights of each customer service according to described state information.
Preferably, described state information comprises: presence, suspended state, busy state, leave state and off-line state, and described presence, described suspended state, described busy state, described in state weights when leaving state and described off-line state increase progressively successively.
Preferably, in step s 200, described comprehensive weights equal described current saturation, described state weights and described history saturation three sum.
Preferably, in step S300, according to described comprehensive weights order from low to high, all customer services are sorted in real time.
Preferably, described step S400 comprises: step S410, reads the identity information of user; Step S420, reads historical session record; According to the identity information of user and historical session record, step S430, judges whether this user belongs to the user repeating to seek advice from, and generates judged result; Step S440, sets up session according to described judged result by this user and customer service.
Preferably, described step S430 comprises: judge the identity information whether comprising this user in historical session record; If historical session record comprises the identity information of this user, then described judged result is: this user is the user repeating to seek advice from; If do not comprise the identity information of this user in historical session record, then described judged result is: this user is not the user repeating to seek advice from.
Preferably, if the described judged result in step S430 is: this user is the user repeating to seek advice from, then described step S440 comprises: according to historical session record, this user and the customer service of setting up session before with this user are re-established session.
Preferably, if the described judged result in step S430 is: this user is not the user repeating to seek advice from, then described step S440 comprises: session is set up in first customer service in this user and described customer service sorted lists.
The device of online customer service equilibrium assignment provided by the present invention comprises: the first computing unit, and described first computing unit is used for calculating the current saturation of each customer service, state weights and history saturation in real time; Second computing unit, described second computing unit is used for the comprehensive weights calculating each customer service according to described current saturation, described state weights and described history saturation in real time; Sequencing unit, described sequencing unit is used for sorting in real time to all customer services according to the comprehensive weights of each customer service, and generates customer service sorted lists; Allocation units, described allocation units are used for, according to described customer service sorted lists, user is distributed to corresponding customer service.
Preferably, described first computing unit comprises: maximum reception amount read module, for reading the maximum reception amount of each customer service; Reception amount read module, for reading the reception amount of each customer service; Current saturation computation module, for calculating the current saturation of each customer service in real time according to described maximum reception amount and described reception amount.
Preferably, described first computing unit also comprises: history reception amount read module, and for reading the history reception amount of each customer service, described history reception amount is cycle interior number of users of receiving identical in the past; History reception amount computing module, for calculating the history saturation of each customer service in real time according to described maximum reception amount and described history reception amount.
Preferably, the ratio of reception amount described in the current saturation that described first computing unit calculates equals and described maximum reception amount, the history saturation that described first computing unit calculates equals the ratio of described history reception amount and described maximum reception amount.
Preferably, described first computing unit also comprises: state information read module, for reading the state information of each customer service; State weights determination module, for determining the state weights of each customer service according to described state information.
Preferably, the state information that described state information read module reads comprises: presence, suspended state, busy state, leave state and off-line state, and described presence, described suspended state, described busy state, described in state weights when leaving state and described off-line state increase progressively successively.
Preferably, the comprehensive weights that described second computing unit calculates equal described current saturation, described state weights and described history saturation three sum.
Preferably, described sequencing unit sorts to all customer services in real time according to described comprehensive weights order from low to high.
Preferably, described allocation units also comprise: identity information read module, for reading the identity information of user; Historical session record read module, for reading historical session record; Identity information judge module, for judging according to the identity information of user and historical session record whether this user belongs to the user repeating to seek advice from, and generates judged result; Session establishment module, for setting up session according to described judged result by this user and customer service.
Preferably, described identity information judge module is by judging that the identity information whether comprising this user in historical session record generates judged result; If historical session record comprises the identity information of this user, then described identity information judge module generates described judged result and is: this user is the user repeating to seek advice from; If do not comprise the identity information of this user in historical session record, then described identity information judge module generates described judged result and is: this user is not the user repeating to seek advice from.
Preferably, if the judged result that described identity information judge module generates is: this user is the user repeating to seek advice from, then this user and the customer service of setting up session before with this user are re-established session according to historical session record by described session establishment module.
Preferably, if the judged result that described identity information judge module generates is: this user is not the user repeating to seek advice from, then first customer service in this user and described customer service sorted lists is set up session by described session establishment module.
Adopt the method and apparatus of online customer service equilibrium assignment provided by the present invention, can guarantee that the customer volume of the customer service reception of equal state in the certain hour cycle is in the past substantially identical, thus guarantee, in identical operating time section, to be assigned with the number of users relative equilibrium of consulting.The equilibrium of each customer service reception amount, also ensure that the equilibrium of reception quality, avoids minority customer service to be in the large state of reception amount continuously and causes the situation that reception quality reduces.The method and apparatus of online customer service equilibrium assignment provided by the present invention can promote when preferred allocation principle and distribute equilibrium degree.
Accompanying drawing explanation
Preferred embodiment in the present invention will be described in detail by accompanying drawing below, will contribute to understanding objects and advantages of the present invention, wherein:
Fig. 1 is the method for a kind of online customer service equilibrium assignment of the present invention;
Fig. 2 is a kind of preferred embodiment of the method for online customer service equilibrium assignment of the present invention;
Fig. 3 is a kind of preferred embodiment of the device of online customer service equilibrium assignment of the present invention.
Embodiment
Below in conjunction with embodiment, the present invention is described in detail.
Fig. 1 is the method for a kind of online customer service equilibrium assignment of the present invention.As shown in Figure 1, the method for online customer service equilibrium assignment provided by the present invention comprises the following steps.
Step S100, calculates the current saturation of each customer service, state weights and history saturation in real time.Wherein, described current saturation is for reflecting the busy extent that this customer service is current; Described state weights carry out defining according to the logging status of the client of this customer service, such as, when state weights are state weights corresponding different with difference during off-line online; Described history saturation reflects the workload of this customer service in the past in a period of time indirectly.
Step S200, calculates the comprehensive weights of each customer service in real time according to described current saturation, described state weights and described history saturation.Preferably, described comprehensive weights can be described current saturation, described state weights and this three's sum of described history saturation; One of ordinary skill in the art will appreciate that described current saturation, described state weights and described history saturation can arrange different weight proportions respectively, thus increase or reduce its impact on comprehensive weights.
Step S300, the comprehensive weights according to each customer service sort in real time to all customer services, generate customer service sorted lists.Preferably, can sort according to the size of described comprehensive weights, also can introduce other parameter and described comprehensive weights combine, sort in conjunction with result with final.Those of ordinary skill in the art can carry out multiple change on this basis.
Step S400, distributes to corresponding customer service according to described customer service sorted lists by user.If the size according to described comprehensive weights sorts, because the rate of specific gravity in step s 200 for described current saturation, described state weights and described history saturation directly has influence on the size of comprehensive weights, therefore, directly can affect sequence and the customer service sorted lists of customer service in step S200 for the rate of specific gravity of described current saturation, described state weights and described history saturation, thus affect the allocation result in step S400.
In general, the method of online customer service equilibrium assignment provided by the present invention is by distributing comprehensive weights to each customer service, and introduce described current saturation, described state weights and described history saturation comprehensive weights are reasonably calculated, comprehensive weights are determined jointly by described current saturation, described state weights and described history saturation, therefore, allocation result for customer service not only considers the busy extent of the work at present of customer service, the workload of simultaneously also take into account customer service a period of time in the past.
Introduce the preferred embodiments of the present invention below, thus specifically describe implementation method of the present invention.
Fig. 2 is a preferred embodiment of the method for online customer service equilibrium assignment of the present invention.As shown in Figure 2, in a preferred embodiment, the method for online customer service equilibrium assignment provided by the present invention comprises step as described below.
Step S110, reads the maximum reception amount of each customer service.Described maximum reception amount refers to the maximum quantity of the user that the customer service of system configuration can be received simultaneously, such as: certain customer service can engage in the dialogue with 15 users simultaneously, and the maximum reception amount that so can arrange this customer service is in systems in which 15.Described maximum reception amount embodies the maximum capacity of customer service, for different customer services, arranges different maximum reception amounts according to the size of its ability.In step s 110, described maximum reception amount can be the value preset in systems in which, also can be by reading from other database or server.
Step S120, reads the reception amount of each customer service.Described reception amount refers to the current customer service quantity conversated with customer service, and reception amount embodies the ongoing workload of this customer service.In the step s 120, the data of reception amount can by reading in the real time record of customer service session in server.
Step S130, calculates the current saturation of each customer service in real time according to described maximum reception amount and described reception amount.In fact, step S110, S120 and S130 complete the calculating of current saturation.Preferably, described maximum reception amount and described reception amount are real-time reading, and calculate current saturation according to maximum reception amount and reception amount in real time.Preferably, the ratio of reception amount described in described current saturation equals and described maximum reception amount, i.e. current saturation=reception amount/maximum reception amount, thus enable current saturation fully demonstrate the degree of saturation of this customer service work at present amount.The current saturation calculated in this step directly affects final sequence and the allocation result of customer service as an important parameter.
Step S140, reads the history reception amount of each customer service.Described history reception amount is cycle interior number of users of receiving identical in the past, and history reception amount embodies the workload in this customer service one end time in the past.Such as, can be realized by the data in the T time cycle before current time, for the selection of period of time T, what this preferred embodiment adopted is the average session duration that history is received.Such as, can by drawing the statistics of customer service average session duration over the years in database or server.Particularly, customer service receives user each time, and enter from user and conversate with customer service, leave to user's end session, this duration can be called as session duration.The mean value of the average session duration of history referred in the past period (1 week, 1 month or 1 year etc.) all session durations, session sample number is more, history average session duration is more accurate, sample number is more, mean that selected historical session interval is more remote, session duration also progressively can be tending towards convergence, reaches a stationary value.Average session duration has reacted customer service to a certain extent and has solved time needed for customer problem, accordingly, in a preferred embodiment using average for history session duration as period of time T.
Step S150, calculates the history saturation of each customer service in real time according to described maximum reception amount and described history reception amount.Seemingly, described history saturation is the degree of saturation embodying the workload of this customer service in the past in a period of time (period of time T) to the concept cluster of described history saturation and described current saturation.Preferably, described history saturation equals the ratio of described history reception amount and described maximum reception amount.Described history saturation is determined jointly by described history reception amount and described maximum reception amount, and its computational methods are not limited to above embodiment, are understandable that, can introduce other parameter to realize according to actual user demand.By step S140 and S150, and integrating step S110, can realize the calculating of history saturation, history saturation directly affects the sequence of customer service and final allocation result as an important parameter.
Step S160, reads the state information of each customer service.Preferably, described state information comprises: presence, suspended state, busy state, leave state and off-line state, and described presence, described suspended state, described busy state, described in state weights when leaving state and described off-line state increase progressively successively.
It should be noted that, the various states in preferred embodiment as above are specific as follows.
Presence: represent that the client software of the reception user that customer service uses is in logging status, and be in the state can received user or can also continue to receive distributing user.
Suspended state: represent that the client software of the reception user that customer service uses is in login, customer service initiatively arranges state for hanging up, represent that this customer service active apprizing system does not temporarily wish system assignment user, but under this state, system still distributing user can give this customer service.
Busy state: represent that the client software of the reception user that customer service uses is in login, but reception amount reaches maximum, namely reception amount is equal with maximum reception amount, and current saturation is 1, in this case impotentia reception more users.System can Lookup protocol reception amount to change state when reaching maximum reception amount be busy, or customer service is initiatively set to busy.
Leave state: represent that the client software of the reception user that customer service uses is in login, but customer service is initiatively set to leave, system cannot give this customer service distributing user.
Off-line state: represent that the client software of the reception user that customer service uses is in non-logging status, system cannot give this customer service distributing user.
Step S170, determines the state weights of each customer service according to described state information.Such as, presence, suspended state, busy state, the weighted value that leaves state and off-line state can be set to respectively 1,2,3,4, N (super large value), be understandable that, above-mentioned weighted value can change accordingly according to different actual demands.
Step S200, calculates the comprehensive weights of each customer service in real time according to described current saturation, described state weights and described history saturation.In fact, can be realized by preferred step S110-S170 for calculating described current saturation, described state weights and described history saturation in step S100, carrying out the calculating of the comprehensive weights in S200 according to result of calculation.Preferably, in the preferred embodiment of the present invention, described comprehensive weights equal described current saturation, described state weights and described history saturation three sum, i.e. comprehensive weights=current saturation+state weights+history saturation.This mode is the most direct and most basic account form of one, what one of ordinary skill in the art will appreciate that is, the account form of comprehensive weights can also carry out multiple change, such as: the comprehensive weights=current saturation of a*+b* state weights+c* history saturation, arrange different weights to calculate to parameters by above formula, wherein a, b, c can redefine according to the actual requirements.
Step S300, the comprehensive weights according to each customer service sort in real time to all customer services, generate customer service sorted lists.Preferably, can sort according to the size of described comprehensive weights, also can introduce other parameter and described comprehensive weights combine, sort in conjunction with result with final.As one preferably execution mode, in step S300, according to described comprehensive weights order from low to high, all customer services are sorted in real time.Because namely comprehensive weights embody current saturation and the state of customer service, also embody the history saturation of the past period, therefore, this sortord is convenient to distribute in step S400 before customer service low for comprehensive weights can being come.Particularly, in step S400, the user newly entering system directly can be distributed to first customer service in customer service sorted lists, namely the customer service that comprehensive weights are low, this customer service is after setting up session with user, its comprehensive weights can increase, thus the position of this customer service in sorted lists is moved backward, and first customer service in sorted lists will change, the like, finally can realize the equilibrium distributed.
As shown in Figure 2, for step S400, preferably include following steps:
Step S410, reads the identity information of user.When having in new subscriber access system, the identity information of user can being obtained by the log-on message of this user, also can obtain accurate identity information by the log-on message of this user being carried out in a database retrieval.Described identity information can be any data message representing this user, such as: telephone number reserved in user ID, system, the address date etc. of user.
Step S420, reads historical session record.Described historical session record can prestore in systems in which as database, also can in use from external call.Wherein, preferably, historical session record can be the session information data used that in the T time cycle in the past, customer service and user set up.
According to the identity information of user and historical session record, step S430, judges whether this user belongs to the user repeating to seek advice from, and generates judged result.In this step, retrieval coupling will be carried out in historical session record read in the step s 420 for the identity information read in S410, thus judge whether in the past this user exists conversation recording with customer service in the T time cycle, namely judge whether this user is the user repeating to seek advice from.Preferably, described step S430 comprises: judge the identity information whether comprising this user in historical session record; If historical session record comprises the identity information of this user, then described judged result is: this user is the user repeating to seek advice from; If do not comprise the identity information of this user in historical session record, then described judged result is: this user is not the user repeating to seek advice from.
Step S440, sets up session according to described judged result by this user and customer service.Specifically he, if the described judged result in step S430 is: this user is the user repeating consulting, then can re-establish session according to historical session record by this user and the customer service of setting up session before with this user in described step S440.If the described judged result in step S430 is: this user is not the user repeating to seek advice from, then in described step S440, session is set up in first customer service in this user and described customer service sorted lists.This method can make the user repeating to enter consulting can directly distribute to before received and be currently in the customer service that can receive, do not need to distribute through customer service and Subscriber Queue, thus ensure that the continuity of reception, after avoiding switching customer service, new customer service needs to repeat to understand to the query of user, the consulting improving user is experienced, and saves the time of customer service.
Correspondingly, the present invention also provides a kind of device of online customer service equilibrium assignment.
Fig. 3 is a kind of preferred embodiment of the device of online customer service equilibrium assignment of the present invention.As shown in Figure 3, the device of online customer service equilibrium assignment provided by the present invention comprises: the first computing unit 10, second computing unit 20, sequencing unit 30 and allocation units 40.Described first computing unit 10 is for calculating the current saturation of each customer service, state weights and history saturation in real time; Described second computing unit 20 is for calculating the comprehensive weights of each customer service in real time according to described current saturation, described state weights and described history saturation; Described sequencing unit 30 sorts to all customer services in real time for the comprehensive weights according to each customer service, and generates customer service sorted lists; Described distribution 40 unit is used for, according to described customer service sorted lists, user is distributed to corresponding customer service.
In preferred embodiment illustrated in fig. 3, described first computing unit 10 comprises: maximum reception amount read module 11, reception amount read module 12, current saturation computation module 13, history reception amount read module 14, history reception amount computing module 15, state information read module 16 and state weights determination module 17.Described maximum reception amount reads mould 11 pieces for reading the maximum reception amount of each customer service; Described reception amount read module 12 is for reading the reception amount of each customer service; Described current saturation computation module 13 is for calculating the current saturation of each customer service in real time according to described maximum reception amount and described reception amount.Described history reception amount read module 14 is for reading the history reception amount of each customer service, and described history reception amount is cycle interior number of users of receiving identical in the past; Described history reception amount computing module 15 is for calculating the history saturation of each customer service in real time according to described maximum reception amount and described history reception amount.Described state information read module 16 is for reading the state information of each customer service; Described state weights determination module 17 is for determining the state weights of each customer service according to described state information.
Preferably, the ratio of reception amount and described maximum reception amount described in the current saturation that described first computing unit 10 calculates equals, the history saturation that described first computing unit 10 calculates equals the ratio of described history reception amount and described maximum reception amount.The state information that described state information read module 16 reads comprises: presence, suspended state, busy state, leave state and off-line state, and described presence, described suspended state, described busy state, described in state weights when leaving state and described off-line state increase progressively successively.
In a preferred embodiment, the comprehensive weights that described second computing unit 20 calculates equal described current saturation, described state weights and described history saturation three sum.Described sequencing unit 30 sorts to all customer services in real time according to described comprehensive weights order from low to high.
The preferred embodiment gone out as shown in Figure 3, described allocation units 40 also comprise: identity information read module 41, historical session record read module 42, identity information judge module 43 and session establishment module 44.Described identity information read module 41 is for reading the identity information of user; Described historical session record read module 42 is for reading historical session record; Described identity information judge module 43 for judging according to the identity information of user and historical session record whether this user belongs to the user repeating to seek advice from, and generates judged result; Described session establishment module 44 is for setting up session according to described judged result by this user and customer service.
As a preferred embodiment, described identity information judge module 43 is by judging that the identity information whether comprising this user in historical session record generates judged result; If historical session record comprises the identity information of this user, then described identity information judge module generates described judged result and is: this user is the user repeating to seek advice from; If do not comprise the identity information of this user in historical session record, then described identity information judge module generates described judged result and is: this user is not the user repeating to seek advice from.If the judged result that described identity information judge module 43 generates is: this user is the user repeating to seek advice from, then this user and the customer service of setting up session before with this user are re-established session according to historical session record by described session establishment module 44.If the judged result that described identity information judge module 43 generates is: this user is not the user repeating to seek advice from, then first customer service in this user and described customer service sorted lists is set up session by described session establishment module 44.
Adopt the method and apparatus of online customer service equilibrium assignment provided by the present invention, can guarantee that the customer volume of the customer service reception of equal state in the certain hour cycle is in the past substantially identical, thus guarantee, in identical operating time section, to be assigned with the number of users relative equilibrium of consulting.The equilibrium of each customer service reception amount, also ensure that the equilibrium of reception quality, avoids minority customer service to be in the large state of reception amount continuously and causes the situation that reception quality reduces.The method and apparatus of online customer service equilibrium assignment provided by the present invention can promote when preferred allocation principle and distribute equilibrium degree.
Last it is noted that above embodiment is only in order to illustrate technical scheme of the present invention, be not intended to limit; Although with reference to previous embodiment to invention has been detailed description, those of ordinary skill in the art is to be understood that: it still can be modified to the technical scheme described in foregoing embodiments, or carries out equivalent replacement to wherein portion of techniques feature; And these amendments or replacement, do not make the essence of appropriate technical solution depart from the scope of various embodiments of the present invention technical scheme.
Claims (24)
1. a method for online customer service equilibrium assignment, is characterized in that, comprises the following steps:
Step S100, calculates the current saturation of each customer service, state weights and history saturation in real time;
Step S200, calculates the comprehensive weights of each customer service in real time according to described current saturation, described state weights and described history saturation;
Step S300, the comprehensive weights according to each customer service sort in real time to all customer services, generate customer service sorted lists;
Step S400, distributes to corresponding customer service according to described customer service sorted lists by user.
2. the method for online customer service equilibrium assignment according to claim 1, is characterized in that, described step S100 comprises:
Step S110, reads the maximum reception amount of each customer service;
Step S120, reads the reception amount of each customer service;
Step S130, calculates the current saturation of each customer service in real time according to described maximum reception amount and described reception amount.
3. the method for online customer service equilibrium assignment according to claim 2, is characterized in that, described step S100 also comprises:
Step S140, reads the history reception amount of each customer service, and described history reception amount is cycle interior number of users of receiving identical in the past;
Step S150, calculates the history saturation of each customer service in real time according to described maximum reception amount and described history reception amount.
4. the method for online customer service equilibrium assignment according to claim 3, it is characterized in that, the ratio of reception amount described in described current saturation equals and described maximum reception amount, described history saturation equals the ratio of described history reception amount and described maximum reception amount.
5. the method for online customer service equilibrium assignment according to claim 3, is characterized in that, described step S100 also comprises:
Step S160, reads the state information of each customer service;
Step S170, determines the state weights of each customer service according to described state information.
6. the method for online customer service equilibrium assignment according to claim 5, it is characterized in that, described state information comprises: presence, suspended state, busy state, leave state and off-line state, and described presence, described suspended state, described busy state, described in state weights when leaving state and described off-line state increase progressively successively.
7. according to the method for the online customer service equilibrium assignment in claim 1-6 described in any one, it is characterized in that, in step s 200, described comprehensive weights equal described current saturation, described state weights and described history saturation three sum.
8. according to the method for the online customer service equilibrium assignment in claim 1-6 described in any one, it is characterized in that, in step S300, according to described comprehensive weights order from low to high, all customer services are sorted in real time.
9. according to the method for the online customer service equilibrium assignment in claim 1-6 described in any one, it is characterized in that, described step S400 comprises:
Step S410, reads the identity information of user;
Step S420, reads historical session record;
According to the identity information of user and historical session record, step S430, judges whether this user belongs to the user repeating to seek advice from, and generates judged result;
Step S440, sets up session according to described judged result by this user and customer service.
10. the method for online customer service equilibrium assignment according to claim 9, is characterized in that, described step S430 comprises:
Judge the identity information whether comprising this user in historical session record;
If historical session record comprises the identity information of this user, then described judged result is: this user is the user repeating to seek advice from;
If do not comprise the identity information of this user in historical session record, then described judged result is: this user is not the user repeating to seek advice from.
The method of 11. online customer service equilibrium assignment according to claim 9, is characterized in that, if the described judged result in step S430 is: this user is the user repeating to seek advice from, then described step S440 comprises:
According to historical session record, this user and the customer service of setting up session before with this user are re-established session.
The method of 12. online customer service equilibrium assignment according to claim 9, is characterized in that, if the described judged result in step S430 is: this user is not the user repeating to seek advice from, then described step S440 comprises:
Session is set up in first customer service in this user and described customer service sorted lists.
The device of 13. 1 kinds of online customer service equilibrium assignment, is characterized in that, comprising:
First computing unit, described first computing unit is used for calculating the current saturation of each customer service, state weights and history saturation in real time;
Second computing unit, described second computing unit is used for the comprehensive weights calculating each customer service according to described current saturation, described state weights and described history saturation in real time;
Sequencing unit, described sequencing unit is used for sorting in real time to all customer services according to the comprehensive weights of each customer service, and generates customer service sorted lists;
Allocation units, described allocation units are used for, according to described customer service sorted lists, user is distributed to corresponding customer service.
The device of 14. online customer service equilibrium assignment according to claim 13, is characterized in that, described first computing unit comprises:
Maximum reception amount read module, for reading the maximum reception amount of each customer service;
Reception amount read module, for reading the reception amount of each customer service;
Current saturation computation module, for calculating the current saturation of each customer service in real time according to described maximum reception amount and described reception amount.
The device of 15. online customer service equilibrium assignment according to claim 14, is characterized in that, described first computing unit also comprises:
History reception amount read module, for reading the history reception amount of each customer service, described history reception amount is cycle interior number of users of receiving identical in the past;
History reception amount computing module, for calculating the history saturation of each customer service in real time according to described maximum reception amount and described history reception amount.
The device of 16. online customer service equilibrium assignment according to claim 15, it is characterized in that, the ratio of reception amount described in the current saturation that described first computing unit calculates equals and described maximum reception amount, the history saturation that described first computing unit calculates equals the ratio of described history reception amount and described maximum reception amount.
The device of 17. online customer service equilibrium assignment according to claim 15, is characterized in that, described first computing unit also comprises:
State information read module, for reading the state information of each customer service;
State weights determination module, for determining the state weights of each customer service according to described state information.
The device of 18. online customer service equilibrium assignment according to claim 17, it is characterized in that, the state information that described state information read module reads comprises: presence, suspended state, busy state, leave state and off-line state, and described presence, described suspended state, described busy state, described in state weights when leaving state and described off-line state increase progressively successively.
19. according to the method for the online customer service equilibrium assignment in claim 13-18 described in any one, it is characterized in that, the comprehensive weights that described second computing unit calculates equal described current saturation, described state weights and described history saturation three sum.
20. according to the device of the online customer service equilibrium assignment in claim 13-18 described in any one, and it is characterized in that, described sequencing unit sorts to all customer services in real time according to described comprehensive weights order from low to high.
21. according to the device of the online customer service equilibrium assignment in claim 13-18 described in any one, and it is characterized in that, described allocation units also comprise:
Identity information read module, for reading the identity information of user;
Historical session record read module, for reading historical session record;
Identity information judge module, for judging according to the identity information of user and historical session record whether this user belongs to the user repeating to seek advice from, and generates judged result;
Session establishment module, for setting up session according to described judged result by this user and customer service.
The device of 22. online customer service equilibrium assignment according to claim 21, is characterized in that, described identity information judge module is by judging that the identity information whether comprising this user in historical session record generates judged result;
If historical session record comprises the identity information of this user, then described identity information judge module generates described judged result and is: this user is the user repeating to seek advice from;
If do not comprise the identity information of this user in historical session record, then described identity information judge module generates described judged result and is: this user is not the user repeating to seek advice from.
The device of 23. online customer service equilibrium assignment according to claim 21, it is characterized in that, if the judged result that described identity information judge module generates is: this user is the user repeating to seek advice from, then this user and the customer service of setting up session before with this user are re-established session according to historical session record by described session establishment module.
The device of 24. online customer service equilibrium assignment according to claim 21, it is characterized in that, if the judged result that described identity information judge module generates is: this user is not the user repeating to seek advice from, then first customer service in this user and described customer service sorted lists is set up session by described session establishment module.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510193773.0A CN104796422B (en) | 2015-04-22 | 2015-04-22 | A kind of method and device of online customer service equilibrium assignment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510193773.0A CN104796422B (en) | 2015-04-22 | 2015-04-22 | A kind of method and device of online customer service equilibrium assignment |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN104796422A true CN104796422A (en) | 2015-07-22 |
| CN104796422B CN104796422B (en) | 2018-07-03 |
Family
ID=53560934
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510193773.0A Active CN104796422B (en) | 2015-04-22 | 2015-04-22 | A kind of method and device of online customer service equilibrium assignment |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN104796422B (en) |
Cited By (29)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105095459A (en) * | 2015-07-29 | 2015-11-25 | 北京京东尚科信息技术有限公司 | Dedicated customer service method and device |
| CN105225027A (en) * | 2015-08-26 | 2016-01-06 | 上海银天下科技有限公司 | Customer allocation method and system |
| CN105657200A (en) * | 2016-01-21 | 2016-06-08 | 北京荣源国信科技有限公司 | Enterprise switchboard system for mobile contact |
| CN105808694A (en) * | 2016-03-04 | 2016-07-27 | 上海携程商务有限公司 | Online customer service response system and method |
| CN106169148A (en) * | 2016-08-25 | 2016-11-30 | 刘禹锡 | A kind of customer service method and device |
| CN106485520A (en) * | 2015-08-25 | 2017-03-08 | 平安科技（深圳）有限公司 | Across channel communicating control method and server |
| CN106953841A (en) * | 2017-02-10 | 2017-07-14 | 上海易谷网络科技有限公司 | Enter customer service with Quick Response Code and carry out identity authentication method |
| CN107135321A (en) * | 2017-05-27 | 2017-09-05 | 北京思特奇信息技术股份有限公司 | A kind of queuing strategy and system based on redis |
| CN107809369A (en) * | 2016-09-08 | 2018-03-16 | 腾讯科技（深圳）有限公司 | Communications status processing method and communications status processing unit |
| CN107968897A (en) * | 2017-11-03 | 2018-04-27 | 平安科技（深圳）有限公司 | Customer service session distribution method, electronic device and computer-readable recording medium |
| CN107995377A (en) * | 2017-11-03 | 2018-05-04 | 平安科技（深圳）有限公司 | Customer service management method, electronic device and computer-readable recording medium |
| CN107995013A (en) * | 2016-10-26 | 2018-05-04 | 腾讯科技（深圳）有限公司 | Customer service distribution method and device |
| CN108694574A (en) * | 2018-06-08 | 2018-10-23 | 阿里巴巴集团控股有限公司 | A kind of processing method, device and the equipment of resource transfers channel |
| CN108960675A (en) * | 2018-07-25 | 2018-12-07 | 平安科技（深圳）有限公司 | Automatic job distribution method, apparatus, computer equipment and storage medium |
| CN109461029A (en) * | 2018-10-29 | 2019-03-12 | 北京创鑫旅程网络技术有限公司 | Receive response process method, device, server and computer-readable medium |
| WO2019062005A1 (en) * | 2017-09-26 | 2019-04-04 | 平安科技（深圳）有限公司 | Service allocation method, computer readable storage medium, terminal apparatus, and device |
| CN109711742A (en) * | 2018-12-29 | 2019-05-03 | 华润电力（菏泽）有限公司 | A kind of distribution method of task, device, equipment and storage medium |
| CN109873910A (en) * | 2019-03-28 | 2019-06-11 | 中国联合网络通信集团有限公司 | Processing method, device and the storage medium of session request |
| CN110009409A (en) * | 2019-03-27 | 2019-07-12 | 优估（上海）信息科技有限公司 | A kind of method and apparatus handling inquiry task |
| CN110445943A (en) * | 2019-08-15 | 2019-11-12 | 中国银行股份有限公司 | A kind of state monitoring method and device that text is attended a banquet |
| WO2019218532A1 (en) * | 2018-05-17 | 2019-11-21 | 平安科技（深圳）有限公司 | Message pushing method and apparatus, electronic device, and storage medium |
| CN110661823A (en) * | 2018-06-28 | 2020-01-07 | 北京嘀嘀无限科技发展有限公司 | Method and device for controlling online consultation user quantity |
| CN110929966A (en) * | 2018-09-19 | 2020-03-27 | 北京京东尚科信息技术有限公司 | Customer service real-time scheduling method, computer-readable storage medium and electronic device |
| CN111133484A (en) * | 2017-09-28 | 2020-05-08 | 北京嘀嘀无限科技发展有限公司 | System and method for evaluating a dispatch strategy associated with a specified driving service |
| CN111147678A (en) * | 2019-12-17 | 2020-05-12 | 上海东普信息科技有限公司 | Method for distributing access telephone and storage medium |
| CN111147679A (en) * | 2019-12-19 | 2020-05-12 | 商客通尚景科技（上海）股份有限公司 | Method for optimizing allocation of telephone queue waiting clients |
| CN111291957A (en) * | 2018-12-07 | 2020-06-16 | 北京京东尚科信息技术有限公司 | Method and device for generating customer service scheduling information, electronic equipment and storage medium |
| CN111400488A (en) * | 2020-03-19 | 2020-07-10 | 北京字节跳动网络技术有限公司 | Online document information processing method and device, electronic equipment and readable medium |
| CN113762691A (en) * | 2021-01-14 | 2021-12-07 | 北京沃东天骏信息技术有限公司 | Service distribution method and device |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101951393A (en) * | 2010-08-20 | 2011-01-19 | 深圳市迪威特数字视讯技术有限公司 | Browser/server mode-based online real-time customer service method and system |
| CN202172442U (en) * | 2011-08-30 | 2012-03-21 | 卢卫东 | Customer service calling system |
| CN102571920A (en) * | 2011-12-07 | 2012-07-11 | 携程计算机技术（上海）有限公司 | Online customer service implementation method and online customer service system |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
-
2015
- 2015-04-22 CN CN201510193773.0A patent/CN104796422B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101951393A (en) * | 2010-08-20 | 2011-01-19 | 深圳市迪威特数字视讯技术有限公司 | Browser/server mode-based online real-time customer service method and system |
| CN202172442U (en) * | 2011-08-30 | 2012-03-21 | 卢卫东 | Customer service calling system |
| CN102571920A (en) * | 2011-12-07 | 2012-07-11 | 携程计算机技术（上海）有限公司 | Online customer service implementation method and online customer service system |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
Cited By (39)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105095459A (en) * | 2015-07-29 | 2015-11-25 | 北京京东尚科信息技术有限公司 | Dedicated customer service method and device |
| CN106485520A (en) * | 2015-08-25 | 2017-03-08 | 平安科技（深圳）有限公司 | Across channel communicating control method and server |
| CN106485520B (en) * | 2015-08-25 | 2020-02-18 | 平安科技（深圳）有限公司 | Cross-channel communication control method and server |
| CN105225027A (en) * | 2015-08-26 | 2016-01-06 | 上海银天下科技有限公司 | Customer allocation method and system |
| CN105657200A (en) * | 2016-01-21 | 2016-06-08 | 北京荣源国信科技有限公司 | Enterprise switchboard system for mobile contact |
| CN105657200B (en) * | 2016-01-21 | 2018-12-07 | 北京荣源国信科技有限公司 | A kind of Enterprise Mobile contact telephone exchange system |
| CN105808694A (en) * | 2016-03-04 | 2016-07-27 | 上海携程商务有限公司 | Online customer service response system and method |
| CN105808694B (en) * | 2016-03-04 | 2019-05-31 | 上海携程商务有限公司 | Online customer service answering system and method |
| CN106169148B (en) * | 2016-08-25 | 2023-04-07 | 刘禹锡 | Customer service method and device |
| CN106169148A (en) * | 2016-08-25 | 2016-11-30 | 刘禹锡 | A kind of customer service method and device |
| CN107809369A (en) * | 2016-09-08 | 2018-03-16 | 腾讯科技（深圳）有限公司 | Communications status processing method and communications status processing unit |
| CN107809369B (en) * | 2016-09-08 | 2020-11-06 | 腾讯科技（深圳）有限公司 | Communication state processing method and communication state processing device |
| CN107995013A (en) * | 2016-10-26 | 2018-05-04 | 腾讯科技（深圳）有限公司 | Customer service distribution method and device |
| CN106953841A (en) * | 2017-02-10 | 2017-07-14 | 上海易谷网络科技有限公司 | Enter customer service with Quick Response Code and carry out identity authentication method |
| CN107135321A (en) * | 2017-05-27 | 2017-09-05 | 北京思特奇信息技术股份有限公司 | A kind of queuing strategy and system based on redis |
| CN107135321B (en) * | 2017-05-27 | 2019-12-06 | 北京思特奇信息技术股份有限公司 | queuing method and system based on redis |
| WO2019062005A1 (en) * | 2017-09-26 | 2019-04-04 | 平安科技（深圳）有限公司 | Service allocation method, computer readable storage medium, terminal apparatus, and device |
| CN111133484A (en) * | 2017-09-28 | 2020-05-08 | 北京嘀嘀无限科技发展有限公司 | System and method for evaluating a dispatch strategy associated with a specified driving service |
| CN107968897A (en) * | 2017-11-03 | 2018-04-27 | 平安科技（深圳）有限公司 | Customer service session distribution method, electronic device and computer-readable recording medium |
| WO2019085405A1 (en) * | 2017-11-03 | 2019-05-09 | 平安科技（深圳）有限公司 | Customer service staff session allocation method, electronic device， and computer-readable storage medium |
| CN107995377A (en) * | 2017-11-03 | 2018-05-04 | 平安科技（深圳）有限公司 | Customer service management method, electronic device and computer-readable recording medium |
| WO2019085404A1 (en) * | 2017-11-03 | 2019-05-09 | 平安科技（深圳）有限公司 | Customer service staff management method, electronic device, and computer-readable storage medium |
| WO2019218532A1 (en) * | 2018-05-17 | 2019-11-21 | 平安科技（深圳）有限公司 | Message pushing method and apparatus, electronic device, and storage medium |
| CN108694574A (en) * | 2018-06-08 | 2018-10-23 | 阿里巴巴集团控股有限公司 | A kind of processing method, device and the equipment of resource transfers channel |
| CN110661823A (en) * | 2018-06-28 | 2020-01-07 | 北京嘀嘀无限科技发展有限公司 | Method and device for controlling online consultation user quantity |
| CN108960675A (en) * | 2018-07-25 | 2018-12-07 | 平安科技（深圳）有限公司 | Automatic job distribution method, apparatus, computer equipment and storage medium |
| CN110929966A (en) * | 2018-09-19 | 2020-03-27 | 北京京东尚科信息技术有限公司 | Customer service real-time scheduling method, computer-readable storage medium and electronic device |
| CN109461029A (en) * | 2018-10-29 | 2019-03-12 | 北京创鑫旅程网络技术有限公司 | Receive response process method, device, server and computer-readable medium |
| CN111291957A (en) * | 2018-12-07 | 2020-06-16 | 北京京东尚科信息技术有限公司 | Method and device for generating customer service scheduling information, electronic equipment and storage medium |
| CN109711742A (en) * | 2018-12-29 | 2019-05-03 | 华润电力（菏泽）有限公司 | A kind of distribution method of task, device, equipment and storage medium |
| CN110009409A (en) * | 2019-03-27 | 2019-07-12 | 优估（上海）信息科技有限公司 | A kind of method and apparatus handling inquiry task |
| CN109873910A (en) * | 2019-03-28 | 2019-06-11 | 中国联合网络通信集团有限公司 | Processing method, device and the storage medium of session request |
| CN110445943A (en) * | 2019-08-15 | 2019-11-12 | 中国银行股份有限公司 | A kind of state monitoring method and device that text is attended a banquet |
| CN111147678A (en) * | 2019-12-17 | 2020-05-12 | 上海东普信息科技有限公司 | Method for distributing access telephone and storage medium |
| CN111147679B (en) * | 2019-12-19 | 2021-03-16 | 商客通尚景科技（上海）股份有限公司 | Method for optimizing allocation of telephone queue waiting clients |
| CN111147679A (en) * | 2019-12-19 | 2020-05-12 | 商客通尚景科技（上海）股份有限公司 | Method for optimizing allocation of telephone queue waiting clients |
| CN111400488A (en) * | 2020-03-19 | 2020-07-10 | 北京字节跳动网络技术有限公司 | Online document information processing method and device, electronic equipment and readable medium |
| CN111400488B (en) * | 2020-03-19 | 2023-04-25 | 抖音视界有限公司 | Online document information processing method and device, electronic equipment and readable medium |
| CN113762691A (en) * | 2021-01-14 | 2021-12-07 | 北京沃东天骏信息技术有限公司 | Service distribution method and device |
Also Published As
| Publication number | Publication date |
|---|---|
| CN104796422B (en) | 2018-07-03 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN104796422A (en) | Online customer service staff equilibrium assignment method and online customer service staff equilibrium assignment device | |
| CN105007287B (en) | public cloud resource dynamic configuration method and system | |
| CN109618002B (en) | Micro-service gateway optimization method, device and storage medium | |
| EP3598728A1 (en) | Agent allocation method and device, server, and storage medium | |
| EP2923479B1 (en) | Method and apparatus for controlling utilization in a horizontally scaled software application | |
| CN110233945A (en) | Manual service request processing method and device based on internet audio and video technology | |
| CN109933431B (en) | Intelligent client load balancing method and system | |
| CN109831524B (en) | Load balancing processing method and device | |
| CN109819057A (en) | A kind of load-balancing method and system | |
| CN104540176B (en) | Wireless network access method, device and terminal | |
| CN105991707B (en) | Multimedia interaction method, server and system | |
| CN110784779B (en) | Data acquisition method of electricity consumption information acquisition system | |
| CN102857548A (en) | Mobile cloud computing resource optimal allocation method | |
| CN108055701B (en) | Resource scheduling method and base station | |
| CN115421930B (en) | Task processing method, system, device, equipment and computer readable storage medium | |
| CN111107229B (en) | Outbound prediction method and device for intelligent customer service | |
| CN102662764A (en) | Dynamic cloud computing resource optimization allocation method based on semi-Markov decision process (SMDP) | |
| CN110149377A (en) | A kind of video service node resource allocation methods, system, device and storage medium | |
| CN103412795A (en) | Collaborative downloading task scheduling method and system for mobile intelligent terminals | |
| CN109960586A (en) | A kind of appreciable four-layer load-equalizing device of server state and equalization methods | |
| EP4013087A1 (en) | System and method for 5g mobile network management | |
| CN105376155B (en) | A kind of Intelligent routing system and method based on distributed type assemblies framework | |
| CN117082008B (en) | Virtual elastic network data transmission scheduling method, computer device and storage medium | |
| CN111988388B (en) | Flow distribution method, device, electronic equipment and storage medium | |
| CN110290228A (en) | A kind of internet protocol address distribution method and device |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| EXSB | Decision made by sipo to initiate substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |