CN105577958B

CN105577958B - For adjusting distributing strategy and shunting the method, apparatus and system of user's request

Info

Publication number: CN105577958B
Application number: CN201410546521.7A
Authority: CN
Inventors: 贺子宸; 张翔
Original assignee: Alibaba Group Holding Ltd
Current assignee: Advanced New Technologies Co Ltd; Advantageous New Technologies Co Ltd
Priority date: 2014-10-15
Filing date: 2014-10-15
Publication date: 2019-09-17
Anticipated expiration: 2034-10-15
Also published as: CN105577958A

Abstract

It is a kind of for shunting the methods, devices and systems of user's request, and another method and apparatus for shunting user's request this application discloses a kind of method and apparatus for adjusting distributing strategy.Wherein the method for adjusting distributing strategy includes: to obtain the relevant information of user's request in waiting list；Distributing strategy is selected according to the relevant information of user request, the distributing strategy refers to, user's request in the waiting list is diverted to strategy used by service queue；Judge whether currently employed distributing strategy is different from selected distributing strategy；If it is different, the currently employed distributing strategy is adjusted to the selected distributing strategy.Using technical solution provided by the present application, solving the prior art can only be fixedly using single distributing strategy and the drawbacks of need manpower intervention that could change distributing strategy, can it is automatic under different application scenarios, adjust distributing strategy in time, and user's request is shunted using corresponding distributing strategy.

Description

For adjusting distributing strategy and shunting the method, apparatus and system of user's request

Technical field

This application involves the shunting process fields requested user, and in particular to a method of for adjusting distributing strategy And device.The application provides a kind of for shunting the methods, devices and systems of user's request, and another kind for shunting simultaneously The method and apparatus of user's request.

Background technique

Hot line client service platform (also referred to as phone customer service system) is typically referred to using telephonic communication technology, by answering Caller client, the system for quickly providing counseling services for client or effectively handling customer complaint.The system can be simultaneously A large amount of callings are accessed, the contact staff that incoming call is automatically assigned to have corresponding technical ability is handled, and can record and store and is all next Talk about information.One typical hot line client service platform can not only handle the business such as the information inquiry, consulting, complaint of client, It can also carry out the supplementary services such as customer's return visit, satisfaction investigation.There are many type of hot line client service platform, such as: IT row Technical support centre in industry, the phone Claims Resolution center etc. in insurance industry.

With the development of internet technology, in order to reinforce exchanging with client, many websites are proposed the online visitor of oneself Dress system (also referred to as website customer service system).So-called online customer service system is a kind of general designation of webpage version instant message applications, relatively In traditional phone customer service system, online customer service system has easily deployment, low cost, and manageable feature, site visitor is not necessarily to Any software is installed, can be exchanged in browser window with the contact staff of website.

Above two customer service system, although different in the transmission medium that physical layer uses, to visitor inside it The process flow of family request is similar: in view of the speed that client initiates the speed of request and system processing is requested may be not Matching is usually cached the request of client's sending using waiting list in internal system, and the user in waiting list is requested It is successively diverted in the service queue of each customer service resource (such as: contact staff), waits customer service resource to be handled, handled Finish, client can also carry out the treatment process of this request by way of telephone key-press or input text according to prompt Evaluation.

Above-mentioned implementation is simple and easy to do, uses a kind of distributing strategy of fixation always, the client in waiting list is asked It asks and is successively diverted in each service queue, so as to fully demonstrate fairness, customer service resource is made to obtain impartial utilization.Normal This shunting mode can satisfy the demand of system in the case of rule, but change in application scenarios (such as: user's request amount Increase) in the case where, customer service resource may result in using above-mentioned single distributing strategy and be unable to get effective allotment utilization, The average waiting duration and service duration of user can all be increase accordingly, to influence user experience.

In view of the above-mentioned problems, the prior art is usually artificially judging that in a busy state (that is: user's request amount compares system In the case where greatly), change distributing strategy by the way of manpower intervention, such as: the modes such as parameter are shunted to processing by setting The strong customer service resource of ability shunts relatively more client's requests, after client requests total amount to restore normal level, then passes through Manual type restores original distributing strategy.The above method can be solved the problems, such as temporarily, realize effective allotment of customer service resource, but It is to require manpower intervention when varying widely user's request amount and be adjusted.It can be seen that this adjustment mode is not Flexibly, it takes time and effort, and due to the hysteresis quality of manpower intervention, it is generally difficult to accomplish to adjust in time, not simply fail to efficiently use System resource, and will affect user experience.

Summary of the invention

The application provides a kind of method and apparatus for adjusting distributing strategy, can not be according to application to solve the prior art The problem of variation of scene adaptively shunts user's request using corresponding distributing strategy.In addition the application provides one Method and apparatus of the kind for shunting user's request, a kind of system for shunting user's request, and it is another for shunting The method and apparatus of user's request.

The application provides a kind of method for adjusting distributing strategy, comprising:

Obtain the relevant information of user's request in waiting list；

Distributing strategy is selected according to the relevant information of user request, the distributing strategy refers to, by the waiting team User's request in column is diverted to strategy used by service queue；

Judge whether currently employed distributing strategy is different from selected distributing strategy；If it is different, by described currently employed Distributing strategy be adjusted to the selected distributing strategy.

Optionally, the currently employed distributing strategy and the selected distributing strategy respectively include: emergency policy, Or general strategy；

The emergency policy shunts user request according to the processing capacity of service queue；The general strategy User request is successively then diverted to each service queue.

Optionally, the relevant information of user's request includes: that user's number of request and each user request corresponding use Family grade.

Optionally, described to include: according to the relevant information selection distributing strategy of user request

According to the relevant information that the user requests, the numerical value of computational representation system busy extent；

Judge whether the numerical value of the characterization system busy extent is not less than preset emergency threshold value；

If so, using the emergency policy as selected distributing strategy；

If it is not, using the general strategy as selected distributing strategy.

Optionally, if the currently employed distributing strategy is general strategy, by the currently employed shunting plan It is slightly adjusted to before the selected distributing strategy, in preset first time period, is periodically executed operations described below:

Judge whether the numerical value is not less than preset emergency threshold value；

If "No", the operation being periodically executed described in termination, and do not execute described by the currently employed distributing strategy The step of being adjusted to the selected distributing strategy.

Optionally, if the currently employed distributing strategy is emergency policy, by the currently employed shunting plan It is slightly adjusted to before the selected distributing strategy, in preset second time period, is periodically executed operations described below:

Judge whether the numerical value is less than preset emergency threshold value；

Optionally, it according to preset time interval, is periodically executed the user obtained in waiting list and asks The step of relevant information asked, it is described according to the user request relevant information select distributing strategy the step of and it is described The step of judgement and adjustment distributing strategy.

Correspondingly, the application also provide it is a kind of for adjusting the device of distributing strategy, comprising:

Waiting list information acquisition unit, for obtaining the relevant information of the user being in waiting list request；

Distributing strategy selecting unit, the relevant information for being requested according to the user select distributing strategy, the shunting Strategy refers to, user's request in the waiting list is diverted to strategy used by service queue；

Whether distributing strategy adjustment unit, the distributing strategy for judging currently employed are different from selected distributing strategy； If it is different, the currently employed distributing strategy is adjusted to the selected distributing strategy；

The distributing strategy adjustment unit includes:

Developing Tactics judgment sub-unit, for whether not to judge currently employed distributing strategy and selected distributing strategy Together；

Developing Tactics execute subelement, for when the output of the Developing Tactics judgment sub-unit is " difference ", by institute It states currently employed distributing strategy and is adjusted to the selected distributing strategy.

Optionally, the distributing strategy selecting unit includes:

Parameter calculation subunit, the relevant information for being requested according to the user, computational representation system busy extent Numerical value；

Policy selection executes subelement, sets in advance for judging whether the numerical value of the characterization system busy extent is not less than Fixed emergency threshold value；If so, using the emergency policy as selected distributing strategy；If it is not, using the general strategy as institute The distributing strategy of choosing.

Optionally, the distributing strategy adjustment unit further include:

The first adjustment sluggishness subelement, for working as the currently employed distributing strategy for general strategy, and the plan When the output for slightly adjusting judgment sub-unit is " difference ", in preset first time period, it is periodically executed operations described below: root According to the numerical value of the associated information calculation characterization system busy extent of user request, and it is pre- to judge whether the numerical value is not less than The emergency threshold value first set；If wherein once the judging result is "No", the execution of subunit is terminated, and do not touch It sends out Developing Tactics described and executes subelement work, otherwise after the first time period, trigger the Developing Tactics and execute Subelement work.

Optionally, the distributing strategy adjustment unit further include:

Second adjustment sluggishness subelement, for working as the currently employed distributing strategy for emergency policy, and the plan When the output for slightly adjusting judgment sub-unit is " difference ", in preset second time period, it is periodically executed operations described below: root According to the numerical value of the associated information calculation characterization system busy extent of user request, and judge whether the numerical value is less than in advance The emergency threshold value of setting；If wherein once the judging result is "No", the execution of subunit is terminated, and do not trigger The Developing Tactics execute subelement work, otherwise after the second time period, trigger the Developing Tactics and execute son Cell operation.

Optionally, described device further include:

It is periodically executed control unit, for periodically triggering the waiting list information according to preset time interval Acquiring unit, the distributing strategy selecting unit and distributing strategy adjustment unit work.

In addition, the application also provides a kind of method for shunting user's request, comprising:

It obtains and obtained distributing strategy is adaptively adjusted according to progress the case where waiting list；

According to the distributing strategy, user's request in waiting list is diverted to corresponding service queue.

Optionally, the distributing strategy includes: emergency policy or general strategy.

Optionally, include: to the adaptive adjustment of distributing strategy progress according to the case where waiting list

Obtain the relevant information of user's request in waiting list；

Distributing strategy is selected according to the relevant information of user request；

Judge whether currently employed distributing strategy is different from selected distributing strategy；If it is different, by described currently employed Distributing strategy be adjusted to the selected distributing strategy；

Above-mentioned currently employed distributing strategy is that described adaptively adjusted according to progress the case where waiting list obtains Distributing strategy.

Optionally, described according to the distributing strategy when the distributing strategy is emergency policy, waiting list will be in In user request be diverted to corresponding service queue, comprising:

The service ability value of each service queue is obtained, the service ability value characterizes the corresponding service of the service queue Resource handles the power that user requests ability；

According to the size of the service ability value of each service queue, the user in waiting list is requested to carry out It shunts, so that user's number of requests of each service queue processing matches with its service ability value.

Optionally, the method also includes:

According to preset time interval, the service ability value of each service queue is periodically calculated；

The service ability value for calculating each service queue, comprising:

For each service queue, the history number of Service Source processing user's request corresponding with the service queue is obtained According to, and calculate according to the historical data weight of the service queue；

Calculate the weight summation of all service queues；

Service ability with the ratio of the weight of each service queue and the weight summation, as the service queue Value.

Optionally, the historical data of Service Source processing user's request corresponding with service queue includes: specific The sum of processing user request, the total duration of processing user's request, and/or user comment the satisfaction for the treatment of process in period Valence.

Optionally, each service queue belongs to a service queue grouping, and different service queues, which is grouped, is responsible for place Manage user's request of different service types；

Correspondingly, the weight summation for calculating all service queues refers to, all clothes in each grouping are calculated separately The weight summation of business queue；

The ratio of the weight with each service queue and the weight summation, the service energy as the service queue Force value refers to, with the ratio of the weight of each service queue and the weight summation being grouped where it, as the service queue Service ability value；

The size of the service ability value according to each service queue requests the user in waiting list Shunt and refer to, according to the size of the service ability value of each service queue, according to the user in waiting list The type of service of request shunts it in the service queue of corresponding grouping.

Optionally, described according to the distributing strategy when the distributing strategy is general strategy, waiting list will be in In user's request be diverted to corresponding service queue and refer to, user's request in waiting list is successively diverted to each In service queue.

Correspondingly, user's request by waiting list is successively diverted in each service queue and refers to, it will User's request is successively diverted in each service queue in grouping corresponding with its type of service.

Correspondingly, the application also provides a kind of device requested for shunting user, comprising:

Adaptive streaming strategy acquiring unit, for obtaining according to carrying out what adaptive adjustment obtained the case where waiting list Distributing strategy；

User requests dividing cell, for according to the distributing strategy, the user in waiting list being requested to shunt To corresponding service queue.

Optionally, the distributing strategy that the adaptive streaming strategy acquiring unit obtains is generated by Developing Tactics unit , the Developing Tactics unit includes:

Waiting list acquisition of information subelement, for obtaining the relevant information of the user being in waiting list request；

Distributing strategy selects subelement, and the relevant information for being requested according to the user selects distributing strategy；

Distributing strategy adjusts subelement, for whether not to judge currently employed distributing strategy and selected distributing strategy Together；If it is different, the currently employed distributing strategy is adjusted to the selected distributing strategy；The currently employed shunting Strategy is the distributing strategy that the Developing Tactics unit generates.

Optionally, when the distributing strategy that the adaptive streaming strategy acquiring unit obtains is emergency policy, the use Family request dividing cell include:

Service ability value obtains subelement, for obtaining the service ability value of each service queue, the service ability value Characterize the power that the corresponding Service Source processing user of the service queue requests ability；

First shunts and executes subelement, for the size according to the service ability value of each service queue, is in described User's request in waiting list shunts, so that the user's number of requests and its service ability value of each service queue processing Match.

Optionally, described device further include:

The regular computing unit of service ability value, for periodically calculating each service team according to preset time interval The service ability value of column；

The regular computing unit of service ability value includes:

Control subelement is periodically calculated, for triggering lower rank queue weight calculation according to preset time interval Unit, weight summation computation subunit and service ability value computation subunit work；

Queue weight calculation subelement obtains service corresponding with the service queue for being directed to each service queue Resource handles the historical data of user's request, and the weight of the service queue is calculated according to the historical data；

Weight summation computation subunit, for calculating the weight summation of all service queues；

Service ability value computation subunit is made for the ratio of weight and the weight summation with each service queue For the service ability value of the service queue.

Correspondingly, the weight summation computation subunit is specifically used for, all service teams in each grouping are calculated separately The weight summation of column；

The service ability value computation subunit is specifically used for, with the weight of each service queue and the power being grouped where it The ratio of weight summation, the service ability value as the service queue；

Described first, which shunts execution subelement, is specifically used for, and according to the size of the service ability value of each service queue, presses It is shunted it in the service queue of corresponding grouping according to the type of service of user's request in waiting list.

Optionally, when the distributing strategy that the adaptive streaming strategy acquiring unit obtains is general strategy, the use Family request dividing cell include:

Second shunts execution subelement, for the user being in waiting list request to be successively diverted to each service team In column.

Correspondingly, second shunting executes subelement and is specifically used for, user request is successively diverted to and its industry In each service queue in the corresponding grouping of service type.

In addition, the application also provides a kind of system for shunting user's request, comprising: according to above-mentioned any one For adjusting the device of distributing strategy；With the device requested according to above-mentioned any one for shunting user；Kimonos Business state monitoring device, for providing the relevant information of request of the user in waiting list；And waiting list and service queue.

In addition, the application also provides another method for shunting user's request, comprising:

According to the size of the service ability value of each service queue, user's request is shunted, so that each service team User's number of requests of column processing matches with its service ability value.

Optionally, the method also includes:

The service ability value for calculating each service queue, comprising:

Calculate the weight summation of all service queues；

The size of the service ability value according to each service queue carries out shunting to user's request and refers to, according to every The size of the service ability value of a service queue shunts it the service team of corresponding grouping according to the type of service that user requests In column.

Correspondingly, the application also provides another device requested for shunting user, comprising:

Service ability value acquiring unit, for obtaining the service ability value of each service queue, the service ability value table Levy the power that the corresponding Service Source processing user of the service queue requests ability；

User requests to shunt execution unit, for the size according to the service ability value of each service queue, asks to user It asks and is shunted, so that user's number of requests of each service queue processing matches with its service ability value.

Optionally, described device further include:

The regular computing unit of service ability value includes:

The user, which requests to shunt execution unit, to be specifically used for, according to the size of the service ability value of each service queue, It is shunted it in the service queue of corresponding grouping according to the type of service of user's request in waiting list.

Compared with prior art, the application has the following advantages:

Method provided by the present application for adjusting distributing strategy, by obtaining user's request in waiting list Relevant information, according to the distributing strategy that relevant information selection is adapted with current application scene, and to currently employed point Flow Policy carries out necessary adjustment, thus realize under different application scenarios it is automatic, adjust distributing strategy in time, solve The prior art can only fixedly using single distributing strategy and the drawbacks of need manpower intervention that could change distributing strategy, To provide possibility using the shunting that corresponding distributing strategy carries out user's request automatically under different application scene.

Method provided by the present application for shunting user's request, it is adaptive according to being carried out the case where waiting list by obtaining The distributing strategy that should be adjusted, and be diverted to user's request in waiting list accordingly according to the distributing strategy Service queue is applied especially to online/hot line client clothes so as to adaptively be shunted according to different distributing strategies It, can be effective by the processing capacity of customer service resource and variation being included in and consider range when designing distributing strategy in business system Using customer service resource, period of reservation of number and service processing time are reduced, promotes user satisfaction.

Another method for shunting user's request provided by the present application handles user by obtaining characterization Service Source The service ability value of request ability power, and user's request is diverted to by corresponding service according to the size of the service ability value Queue, so that user's number of requests of each service queue processing matches with its service ability value, to realize to service The effective use of resource, especially under the busy situation of system, can reduce on the whole user average waiting duration and Service duration promotes user satisfaction.

Detailed description of the invention

Fig. 1 is a kind of for adjusting the flow chart of the embodiment of the method for distributing strategy of the application；

Fig. 2 is the process flow diagram of the relevant information selection distributing strategy provided by the present application according to user's request；

Fig. 3 is the schematic diagram of adjustment distributing strategy after introducing lag time provided by the present application；

Fig. 4 is a kind of for adjusting the schematic diagram of the embodiment of the device of distributing strategy of the application；

Fig. 5 is a kind of for shunting the flow chart of the embodiment of the method for user's request of the application；

Fig. 6 is the process flow diagram provided by the present application for requesting using emergency policy user to be shunted；

Fig. 7 is a kind of for shunting the schematic diagram of the embodiment of the device of user's request of the application；

Fig. 8 is a kind of for shunting the schematic diagram of the embodiment of the system of user's request of the application；

Fig. 9 is the flow chart of the embodiment for the method that the another kind of the application is used to shunt user's request；

Figure 10 is the schematic diagram of the embodiment for the device that the another kind of the application is used to shunt user's request.

Specific embodiment

Many details are explained in the following description in order to fully understand the application.But the application can be with Much it is different from other way described herein to implement, those skilled in the art can be without prejudice to the application intension the case where Under do similar popularization, therefore the application is not limited by following public specific implementation.

In this application, a kind of method and apparatus for adjusting distributing strategy are each provided, a kind of are used for shunting The method and apparatus of family request, a kind of system for shunting user's request and another side requested for shunting user Method and device.It is described in detail one by one in the following embodiments.

Referring to FIG. 1, it is a kind of for adjusting the flow chart of the embodiment of the method for distributing strategy of the application.It is described Method includes the following steps:

Step 101: obtaining the relevant information of user's request in waiting list.

Existing online/hot line client service platform (also referred to as online/hot line customer service system), generallys use single shunting User's request to be processed is diverted to each service queue by strategy one by one, is carried out by the contact staff of each service queue Reason.Method provided by the present application for adjusting distributing strategy can know system by obtaining the relevant information of waiting list Current busy extent, and currently employed distributing strategy can be adjusted correspondingly accordingly, to realize not With application scenarios under (such as: system is busy, system is idle etc.) in time, be adaptively adjusted distributing strategy, to solve Time-consuming, effort and problem not prompt enough are adjusted by manpower intervention mode.

Above using online/hot line client service platform as background, the technical solution of the application is provided a brief description, so And the application scenarios of the technical solution of the application are not limited to online/hot line client service platform, can also apply at other It needs user requesting the applied field for being diverted to different service queues, being handled by the corresponding Service Source of service queue Scape, wherein user's request can be consulting or complaint request that user proposes to contact staff, is also possible to other and asks It asks, such as: computation requests, and the contact staff that can be of service is provided for the request in service queue, it is also possible to other shapes The Service Source of formula, such as: computing resource etc..

This step obtains the relevant information of user's request in waiting list, selects for step 102 according to the information Distributing strategy is selected to be ready.Under normal conditions, it is believed that user's number of request in waiting list can reflect system Busy extent (numerical value is bigger, and current system user to be treated request is more, and system is busier).In addition, issuing clothes Being engaged in the user gradation of request may also be different, and the high user's request of grade usually requires relatively immediately to be handled, therefore User gradation can also be used as one of the factor of reflection system busy extent.Based on above-mentioned consideration, in a tool of the present embodiment In body example, this step obtains user's number of request and the corresponding user gradation of each user request in waiting list (value 1~10, the numerical value is higher, and it is higher to represent user gradation).

As to how above- mentioned information are obtained, it in specific implementation can be in different ways.In processing user's request In system (such as online/hot line customer service system), it will usually have module (the referred to as service shape for being monitored to service state State monitoring module), it is responsible for that the relevant information of waiting list and service queue is monitored in real time and recorded.In the present embodiment In above-mentioned specific example, the service state monitoring module be responsible for record be currently entering waiting list user request number, The relevant information of each user's request, such as: identity information (ID card No. or the account provided when issuing and request with user Deng) corresponding user gradation information etc., therefore this step can be obtained directly from the service state monitoring module in waiting The relevant information of user's request in queue.

In the above-mentioned specific example of the present embodiment, acquisition is user's number of request and each user in waiting list Request corresponding user gradation, in other embodiments, it is available it is about waiting list, different from foregoing description other Information can realize this as long as can directly or indirectly reflect the busy extent of system according to the information of acquisition The technical solution of application, all within the scope of protection of this application.

Step 102: distributing strategy is selected according to the relevant information of user request.

Distributing strategy described herein refers to, user's request in waiting list is diverted to used by service queue Strategy, comprising: emergency policy or general strategy；The emergency policy is according to the processing capacity of service queue to the user Request is shunted, and Service Source is effectively utilized, the waiting time and service processing time of user are reduced； User request is then successively diverted to each service queue by the general strategy, so as to realize to the equal of Service Source Deng utilization.

This step selects corresponding distributing strategy according to the relevant information that the user requests, which specifically includes as follows The step 102-1 to step 102-2,2 is described further with reference to the accompanying drawing.

Step 102-1: the relevant information requested according to the user, the numerical value of computational representation system busy extent.

This step quantifies system busy extent according to the relevant information of user's request in waiting list, That is: the quantized values of characterization system busy extent are obtained.

In the above-mentioned specific example of the present embodiment, according to the user's number of request and each user obtained in a step 101 Corresponding user gradation is requested, user's number of request is divided according to user gradation first, calculates each user etc. Then user's number of request under grade is calculated using formula as follows:

--- --- -- formula 1

Wherein, N is user gradation (value of N is 1-10), and count (N) is user's number of request under user gradation N.It adopts It is calculated with above-mentioned formula, user's number of request and user gradation is all included in the busy_param for considering range, being calculated Numerical value is the quantized values of characterization system busy extent.

In the above-mentioned specific example of the present embodiment, using the numerical value of 1 computational representation system busy extent of above-mentioned formula, In other embodiments, it can be calculated using other formula or algorithm for being different from formula 1, as long as can be according to waiting The relevant information of user's request in queue, obtains the numerical value of characterization system busy extent, just equally can be realized the application's Technical solution.

Step 102-2: judge whether the numerical value of the characterization system busy extent is not less than preset emergency threshold value； If so, step 102-3 is executed, it is no to then follow the steps 102-4.

Whether the numerical value that judgment step 102-1 is calculated is not less than preset emergency threshold value；If so, explanation is worked as Preceding systematic comparison is busy, goes to corresponding processing step 102-3 and executes, otherwise, illustrates that current system is relatively idle, go to Corresponding processing step 102-4 is executed.

In the above-mentioned specific example of the present embodiment, the preset emergency threshold value is 100000.The numerical value is only Be it is schematical, in other embodiments, can be according to specific demand and actual operation conditions, to the emergency threshold The specific value of value is adjusted correspondingly and is arranged.

Step 102-3: using the emergency policy as selected distributing strategy.

Emergency policy described in the present embodiment shunts user request according to the processing capacity of service queue, energy The processing capacity for enough making full use of the corresponding Service Source of each service queue, when reducing waiting time and the service processing of user Between, therefore this step is under the busy application scenarios of system, using the emergency policy as selected distributing strategy.

Step 102-4: using the general strategy as selected distributing strategy.

User request is successively diverted to each service queue by the general strategy, simple using this shunting mode It is easy, and can accomplish to utilize the equalization of Service Source, therefore this step will under the application scenarios of system relative free The general strategy is as selected distributing strategy.

Step 103: judging whether currently employed distributing strategy is different from selected distributing strategy；If it is different, will be described Currently employed distributing strategy is adjusted to the selected distributing strategy.

The currently employed distributing strategy refers to, be responsible for for user's request being diverted to the application program of service queue or The currently used distributing strategy of software module.

Step 102 has selected to be adapted with current application scene according to the relevant information of user's request in waiting list Distributing strategy, further to judge in this step the currently employed distributing strategy and selected distributing strategy whether phase Together, if they are the same, illustrate currently employed distributing strategy and current application scenarios be it is adaptable, without carrying out additional adjustment Operation；Otherwise, illustrate that currently employed distributing strategy is not able to satisfy the demand of current application scene, it should adjustment operation is executed, That is: currently employed distributing strategy is adjusted to distributing strategy selected in step 102.

In specific implement, the adjustment operation can will be used to indicate currently employed there are many implementation Distributing strategy variate-value, be set as selected distributing strategy respective value (such as: emergency policy corresponds to numerical value 1, general strategy Corresponding numerical value 2), the application program or software module for being responsible for shunting user's request can be known and adopt by accessing the variable Distributing strategy；It can also be responsible for the application program for shunting user's request using message mechanism notice or software module shunts Strategy is changed.

In view of the initiation process of user's request is usually chance event, it is thus possible to user can occur in a short time and ask The emergency situations for asking the sharply reduction of the emergency situations that sharply increase of number or user's number of request, if passing through computational chart every time The value of sign system busy extent detects above-mentioned variation, adjustment operation is just executed at once, then in the short-term burst situation knot Shu Hou can also execute the original shunt mode of adjustment operation recovery naturally.The operation of adjustment twice executed in above process is real Be on border it is unnecessary, additional operating burden is not only brought to system, but also the stability of system may be will affect.

In view of the above-mentioned problems, present embodiments providing a kind of preferred embodiment, it may be assumed that before executing adjustment operation, draw Enter preset lag time section, to avoid executing unnecessary adjustment operation.

Specifically, if currently employed distributing strategy is general strategy, and selected distributing strategy is in a step 102 Emergency policy does not execute adjustment operation at once at this time, but in preset first time period, periodically obtain waiting list In user request relevant information, and computational representation system busy extent numerical value, if certain numerical value being calculated is small In preset emergency threshold value, illustrate the busy emergency rating of system not instead of stable state, transient bursty state, In this case terminate the above-mentioned calculating being periodically executed in the first time period and judgement operation, and do not adjust and currently adopt Distributing strategy.On the contrary, if the characterization system being periodically calculated every time is busy in preset first time period The numerical value of degree is all not less than the emergency threshold value, then illustrates that the busy state currently occurred is a kind of relatively steady state, Therefore after the first time period, it is immediately performed adjustment operation, currently employed distributing strategy is adjusted to emergency plan Slightly, so that user's request can be handled in time.

In the above-mentioned specific example of the present embodiment, preset first time period is 10 minutes, during this period of time, Above-mentioned calculating and deterministic process were executed every 1 minute, wherein the numerical value for the characterization system busy extent being calculated for first 4 times is all Greater than preset emergency threshold value 100000, and the numerical value that the 5th is calculated detects before illustrating less than 100000 The busy situation of system be only the short-term fluctuation of power system capacity, therefore do not execute this adjustment operation.

Same reason, if currently employed distributing strategy is emergency policy, and selected shunting plan in a step 102 Slightly general strategy does not execute adjustment operation at once at this time, but in preset second time period, it periodically obtains and waits The relevant information of user's request in queue and the numerical value of computational representation system busy extent, if certain number for being calculated Value be more than or equal to preset emergency threshold value, then terminate the above-mentioned calculating being periodically executed in the second time period and Judgement operation, and currently employed distributing strategy is not adjusted.On the contrary, if in preset second time period, every time The numerical value for the characterization system busy extent being periodically calculated is both greater than or equal to the emergency threshold value, then at described first Between after section, be immediately performed adjustment operation, currently employed distributing strategy be adjusted to general strategy.

Above-mentioned preset first time period and second time period are exactly lag time described in the present embodiment, by drawing Enter lag time, can be avoided power system capacity fluctuation in short-term to Developing Tactics bring de-stabilising effect, system is effectively ensured Reliability.Attached drawing 3 is referred to, to introduce after lag time the schematic diagram for adjusting distributing strategy.In the feelings using general strategy It under condition, is detected after needing distributing strategy being adjusted to emergency policy for the first time, experienced one section of lag time, in the sluggishness Between detect in section and be less than emergency threshold value by the numerical value of characterization system busy extent (busy state for illustrating that system occurs is temporary ), therefore it is not carried out adjustment operation.And second detects the state of system not with third time in lag time section It changes (in stable state), therefore performs corresponding adjustment operation.

First time period in the present embodiment is the lag time that emergency policy is adjusted to from general strategy, second time period It is the lag time that general strategy is adjusted to from emergency policy.In the above-mentioned specific example of the present embodiment, the first time Section is redefined for 10 minutes, and the second time period is redefined for 15 minutes.

It in other embodiments, can be with the long-term running statistical data of frame of reference to the first time period and second The value of period is configured, and both can according to need and identical value is arranged for the two periods, may be set to be difference Value.Can usually handle in this way, for system for a long time than it is more saturated in the case of (system is generally in busy state), Ke Yishe The value for setting first time period is less than the value of second time period, that is to say, that system can be adjusted relatively quickly from general strategy body For emergency policy, to guarantee maximally utilizing for system resource.

So far, present embodiment describes the basic handling processes of the method for adjusting distributing strategy, in specific implementation, The adjustment of distributing strategy is not usually disposably completed, can be periodically executed above according to preset time interval The step 101- step 103 so as to relatively in real-time detect the variation of system busy extent, and carries out in time The adjustment of distributing strategy.

The preset time interval, also referred to as crash time perceive time delay, in the above-mentioned concrete example of the present embodiment It in son, is set to 1 minute, to guarantee the perception changed to system busy extent in minute grade.In other embodiments In, it also can according to need and different values be set for it.

In the embodiment being provided above, the application scenarios include the busy and corresponding system of system it is idle this two Kind situation, corresponding distributing strategy includes: that emergency policy and general strategy in other embodiments can be to application scenarios Make further refinement or application scenarios are divided from other angles, and sets different shuntings for every kind of application scenarios Strategy, these belong to the change of specific embodiment, all without departing from the core of the application, all the protection scope of the application it It is interior.

In conclusion being in waiting list by obtaining using the method provided by the present application for adjusting distributing strategy In user request relevant information, according to the relevant information selection with current application scene be adapted distributing strategy, and Currently employed distributing strategy is correspondingly adjusted, to realize automatic, the adjustment shunting in time under different application scenarios Strategy, solving the prior art fixedly using single distributing strategy and can only need manpower intervention that could change shunting plan Slightly the drawbacks of, to provide possibility using the shunting that corresponding distributing strategy carries out user's request automatically under different application scene Property.

In the above-described embodiment, a kind of method for adjusting distributing strategy, corresponding, the application are provided It also provides a kind of for adjusting the device of distributing strategy.Fig. 4 is please referred to, is a kind of for adjusting distributing strategy of the application The embodiment schematic diagram of device.Since Installation practice is substantially similar to embodiment of the method, so describe fairly simple, it is related Place illustrates referring to the part of embodiment of the method.Installation practice described below is only schematical.

The present embodiment it is a kind of for adjusting the device of distributing strategy, comprising: waiting list information acquisition unit 401, use In the relevant information for obtaining user's request in waiting list；Distributing strategy selecting unit 402, for according to the user The relevant information of request selects distributing strategy, and the distributing strategy refers to, user's request in the waiting list is diverted to Strategy used by service queue；Distributing strategy adjustment unit 403, for judging currently employed distributing strategy and selected point Whether Flow Policy is different；If it is different, the currently employed distributing strategy is adjusted to the selected distributing strategy；

The distributing strategy adjustment unit includes:

Optionally, the distributing strategy selecting unit includes:

Optionally, the distributing strategy adjustment unit further include:

Optionally, described device further include:

Corresponding with a kind of above-mentioned method for adjusting distributing strategy, the application also provides a kind of for shunting use The method of family request.Referring to FIG. 5, it is provided by the present application a kind of for shunting the stream of the embodiment of the method for user's request Cheng Tu, the present embodiment part identical with first embodiment step repeat no more, below emphasis difference is described.The application mentions Supply it is a kind of for shunt user request method include:

Step 501: obtaining and obtained distributing strategy is adaptively adjusted according to progress the case where waiting list.

The technical solution of the application, changing can only request to carry out using fixed distributing strategy to user in the prior art The status of shunting, the different distributing strategies progress being adapted to current application scene that can be obtained according to adaptive adjustment are corresponding Shunting.In order to realize the above functions, this step needs acquisition to be obtained according to the adaptive adjustment of progress the case where waiting list Distributing strategy is ready to shunt to user's request using the distributing strategy for step 502.

It is described that according to the case where waiting list, to distributing strategy progress, adaptively adjustment includes: to obtain in waiting list User request relevant information；Distributing strategy is selected according to the relevant information of user request；Judge currently employed point Whether Flow Policy is different from selected distributing strategy；If it is different, the currently employed distributing strategy is adjusted to described selected Distributing strategy.It in the specific implementation, can be according to different application scenarios to current by regularly executing aforesaid operations The distributing strategy of use is adaptively adjusted, and the description as described in this part refers to the related description in first embodiment, Details are not described herein again.By it is above-mentioned it is adaptive adjust obtained distributing strategy be exactly execute subsequent step 502 to user request into Row shunts the distributing strategy that use.

Specific to this step, the distributing strategy by adaptively adjusting is obtained, it can there are many implementation, examples Such as, it realizes described in the present embodiment for shunting the software module (referred to as Calculation of the shunted current processing module) of the method for user's request If also comprising realizing the above-mentioned function of adaptively being adjusted to distributing strategy, when carrying out distributing strategy adjustment every time, Naturally the distributing strategy that use just has been known in real time；If the above-mentioned function that distributing strategy is adaptively adjusted by Other software module (referred to as Developing Tactics module) realize, then by regular visit Developing Tactics module provide, for referring to Show the variable for adaptively adjusting obtained distributing strategy, or receives the Developing Tactics module and sent after adaptively adjust Distributing strategy change message etc., can obtain and shunt user and request the distributing strategy that use.

Step 502: according to the distributing strategy, user's request in waiting list being diverted to corresponding service team Column.

Using method provided by the present application, need that waiting list will be according to the distributing strategy obtained in step 501 In user request be diverted to corresponding service queue.Distributing strategy described in the present embodiment includes: emergency policy or common How strategy requests shunt to be further described to using two kinds of distributing strategies to user separately below.

(1) emergency policy

The distributing strategy that step 501 obtains is emergency policy, illustrates that current system is in busier state, in etc. To which user's number of requests in queue is bigger or the rank of user's request is relatively high, needs to obtain being located in more in time Reason, while in view of the processing capacity of Service Source corresponding with each service queue usually has differences, such as: hot line/ In online customer service system, the treatment effeciency of some contact staff is high, and the treatment effeciency of some contact staff is relatively lower, at this It is shunted in the case of kind using emergency policy, it may be assumed that user is asked according to the processing capacity of the corresponding Service Source of service queue It asks and is shunted, so that the strong customer service resource of service ability is fully used, user's request can be reduced on the whole by seeing Average waiting duration and service duration.

For ease of description, the treatment process shunted using emergency policy to user's request is divided into calculating service energy Force value obtains and service ability value and is carried out shunting these three steps according to service ability value, with reference to the accompanying drawing 6 pairs this is processed Journey elaborates.

Step 502-1: the service ability value of each service queue is calculated.

The service ability value of each service queue characterizes the corresponding Service Source processing user of the service queue and asks Seek the power (power of abbreviation service queue processing capacity) of ability.Can be used for evaluating the processing capacity it is strong and weak because being known as Very much, the present embodiment measures the processing capacity of each service queue using the following items index parameter in special time period: The sum of user's request, the total duration of processing user's request and user are handled to the satisfaction evaluation for the treatment of process, use is above-mentioned Index can be than more fully reflecting the processing capacity of service queue.

It, can be using absolute figure as service ability value as a kind of easy-to-use implementation, it may be assumed that can be clothes Biggish service ability value is specified in the strong service queue of business ability, specifies lesser clothes for the relatively weak service queue of service ability Business ability value.In view of the power of service ability is actually an opposite concept, with the processing capacity of each service queue Service ability value with the ratio of the processing capacity of service queues all in this system as the service queue, usually can be more Add it is objective, accurately reflect capacity situation of each service queue in current system.

In summary consider, present embodiments provide a kind of one kind of service ability value for calculating each service queue preferably Embodiment, including calculate queue weight, calculate queue weight summation and calculate three processes of weight percentage, separately below It is described in detail.

Firstly, being directed to each service queue, Service Source processing user's request corresponding with the service queue is obtained Historical data, and calculate according to the historical data weight of the service queue.In order to reflect that service queue is current as far as possible Service ability, the available recent historical data.In a specific example of the present embodiment, service state monitoring Module is responsible for that the relevant information of waiting list and service queue is monitored in real time and recorded, which has recorded each service The sum of queue processing user request, the duration and user for handling each user's request pass through electricity after request is disposed Words key fills in the satisfaction evaluation (corresponding numerical value shows more to be satisfied with more greatly) etc. that the mode of web form is fed back, therefore The above-mentioned historical data of (or within current time 24 hours) on the day of each service queue being obtained from the module, and The weight of each service queue is calculated according to the following equation:

W=a × (E/N)+b × (N/T) --- --- ----formula 2

Wherein, N is the sum for handling user's request, and T is to service total duration (that is: to handle the duration of each user's request Summation), E is satisfaction evaluation summation (that is: the summation of the satisfaction evaluation value of processed each user's request), and a and b are to add Weight factor.In the formula, E/N is the average value of satisfaction evaluation, the quality of reflection service queue processing user's request；N/T For the user's number of request handled in the unit time, reflect the efficiency of service queue processing user's request.Under normal conditions, the two Numerical value is bigger, illustrates that the ability of service queue processing user's request is stronger, therefore can according to the W value that the two numerical value are calculated To reflect the ability of service queue processing user's request.

Secondly, calculating the weight summation of all service queues.The power of each service queue has been calculated using above-mentioned formula 2 After weight, the weighted value of all service queues is added to get the weight summation is arrived.

Finally, calculating the weight of each service queue and the ratio of the weight summation, the clothes as the service queue Business ability value.The weight percentage of each service queue is obtained using this calculation method, each service queue can be characterized and existed Capacity situation in all service queues, such as: the service queue that weight percentage is 20%, processing capacity is than weight percentage Than being eager to excel for 10% service queue.This step is using the weight percentage of each service queue as its service ability value.

The service ability value of each service queue has just been calculated by the above process, it is given above for calculating service The index of ability value, the calculation formula 2 used in above-mentioned specific example and the calculation using weight percentage, all A kind of only reference can use different index parameter or difference in the specific implementation process according to actual needs Calculation method equally may be implemented this as long as the quantized values for characterizing the processing capacity of each service queue can be obtained The technical solution of application.

It should be noted that service ability value (i.e. this step of each service queue will be calculated here for convenient for description 502-1) it is illustrated as a step before subsequent step 502-2 and 502-3, and in the specific implementation process, this step It suddenly is not usually the relationship that sequence executes with subsequent step 502-2 and 502-3.In order to reflect customer service resources handling capability Variation, this step be usually be periodically executed according to preset time interval, and step 502-2 and 502-3 be then In the case where having user's request to be shunted in waiting list, according to the service ability value being calculated, real-time perfoming user is asked The shunting asked.

Step 502-2: the service ability value of each service queue is obtained.

According to the explanation of front, the service ability value of each service queue is periodically calculated, therefore this step can obtain The service ability value of the last each service queue being calculated is taken, the service ability value can represent each clothes The power for the corresponding Service Source processing user request ability of queue of being engaged in.

Step 502-3: according to the size of the service ability value of each service queue, to the use in waiting list Family request is shunted, so that user's number of requests of each service queue processing matches with its service ability value.

User's request in waiting list is shunted according to the size of the service ability value of each service queue, Its basic principle is: the service queue for service ability strong (that is: service ability value compares larger) distributes relatively large number of use Family request distributes the less user that compares and asks for the service queue of service ability weak (that is: service ability value is relatively small) It asks, that is to say, that so that user's number of requests that processing is responsible in each service queue matches with its service ability value, so as to Service Source is enough set to obtain abundant, effective utilization.

Service ability in the above-mentioned specific example of the present embodiment, using weight percentage as each service queue Value, therefore can be shunted according to the ratio of the weight percentage.Such as: there are three service queue, service ability values Respectively 0.2,0.5 and 0.3, then, if user's request to be shunted has 100, can be incited somebody to action when specific shunt 20 are distributed to first service queue, and 50 are distributed to second service queue, distribute to third clothes for remaining 30 Business queue.It can certainly be shunted using other modes, as long as the use that three service queues are handled from the point of view of entirety Family request number is substantially matched with above-mentioned service ability value.

Above-mentioned steps 502-1 to 502-3 is described and is requested the basic handling mistake shunted to user under emergency policy Journey.In practical applications, user's request may belong to different types of service, for example, in hot line customer service system, Yong Huke To select type of service by telephone key-press when initiating request；And online customer service system can be by obtaining user in webpage table The brief description of relevant issues is filled in list and semantic analysis is carried out to the brief description to know that it is corresponding that user requests Type of service.Correspondingly, the type of service that each service queue is capable of handling may be also not identical, in this case, dividing When flowing user's request, it is also necessary to consider that user requests the problem consistent with the type of service of service queue.

It is different if service queue is divided into multiple service queue groupings in the above-mentioned specific example of the present embodiment Service queue grouping be responsible for user's requests of processing different service types, then can be calculated separately in step 502-1 every The weight summation of all service queues in a grouping, when calculating the service ability value of each service queue, then with each service The ratio of the weight of queue and the weight summation being grouped where it, the service ability value as the service queue.Correspondingly, In step 502-3, according to the size of the service ability value of each service queue, asked according to the user in waiting list The type of service asked shunts it in the service queue of corresponding grouping.

(2) general strategy

If the distributing strategy obtained in step 501 is general strategy, illustrate that current system is in the shape of relative free State, user's number of requests in waiting list compare less or user request the timeliness of processing is required it is opposite It is relatively low, it is shunted in this case using general strategy, it may be assumed that successively shunt user's request in waiting list Into each service queue, Service Source can be made to obtain impartial utilization, embody uniform fairness.The general strategy is existing The strategy generallyd use in technology, details are not described herein again.

It is similar with above-mentioned emergency policy, belong to different types of service and each service queue can in user's request It, can be by the user when this step shunts user's request using general strategy in the different situation of the type of service of processing Request is successively diverted in each service queue in grouping corresponding with its type of service.

Described above is the method provided by the present application for shunting user's request, this method changes prior art use The status that fixed distributing strategy is shunted adaptively adjusts obtained shunting according to progress the case where waiting list by obtaining Strategy, and user's request in waiting list is diverted to by corresponding service queue according to the distributing strategy, so as to It is enough adaptively to be shunted according to different distributing strategies, be applied especially in online/hot line customer service system, by When designing distributing strategy, the processing capacity of customer service resource and variation are included in and consider range, customer service resource can be efficiently used, subtracted Few period of reservation of number and service processing time, promote user satisfaction.

In the above-described embodiment, a kind of method for shunting user's request, corresponding, the application are provided It also provides a kind of for shunting the device of user's request.Fig. 7 is please referred to, for a kind of for shunting user's request of the application The embodiment schematic diagram of device.Since Installation practice is substantially similar to embodiment of the method, so describe fairly simple, it is related Place illustrates referring to the part of embodiment of the method.Installation practice described below is only schematical.

A kind of device requested for shunting user of the present embodiment, comprising: adaptive streaming strategy acquiring unit 701, Obtained distributing strategy is adaptively adjusted according to progress the case where waiting list for obtaining；User requests dividing cell 702, uses According to the distributing strategy, user's request in waiting list is diverted to corresponding service queue.

Optionally, described device further include:

The regular computing unit of service ability value includes:

The embodiment of the present application also provides a kind of systems for shunting user's request, as shown in figure 8, the system includes upper It states described in embodiment for adjusting the device 801 of distributing strategy, the device 802 for shunting user's request, for offer etc. Service state monitoring device 803 and waiting to queue relevant information and the historical data of service Energy Resources Service reason user's request Queue 804 and service queue 805.Above-mentioned each device and waiting list and service queue can be deployed in same computer In equipment, such as: on server, it can also be deployed in respectively in multiple stage computers equipment, it is logical by network interface each other Letter.Realize that the function of this system is briefly described to how above-mentioned apparatus and queue cooperate below.

The waiting list is used to store user's request to be shunted, and the service state monitoring device is used for described etc. State to queue and the service queue is monitored in real time, and the related letter for the user's request being responsible in record waiting list Breath and the historical data of Service Source corresponding with service queue processing user's request；It is described to be used to adjust distributing strategy Device periodically obtains the relevant information that the user in waiting list requests from the service state monitoring device, and according to described Information judges whether to need to adjust currently employed distributing strategy, carry out after undergoing one section of lag time if necessary necessary Adjustment operation；The device requested for shunting user obtains the device for adjusting distributing strategy by adaptive The distributing strategy that should be adjusted, and user's request in waiting list is diverted to by corresponding service queue according to the strategy In.

By above description as can be seen that the system provided by the present application for shunting user's request, changes existing The situation that technology can only be shunted using single distributing strategy, realizes the adaptive adjustment of distributing strategy, it may be assumed that answer in difference With under scene, in time, distributing strategy is automatically adjusted, and shunt to user's request using the distributing strategy.

In addition, the application also provides another method for shunting user's request.Referring to FIG. 9, it is mentioned for the application The another kind of confession is used to shunt the flow chart of the embodiment of the method for user's request, and the present embodiment is identical as above-described embodiment step Part repeat no more, below emphasis difference is described.

Another kind provided by the present application is used to shunt the method that user requests

Step 901: obtaining the service ability value of each service queue, the service ability value characterizes the service queue pair The Service Source processing user answered requests the power of ability.

In a specific example of the present embodiment, the service ability value of each service queue is according to setting in advance Fixed time interval, is calculated in the following way: being directed to each service queue, obtains corresponding with the service queue Service Source handles the historical data of user's request, and the weight of the service queue is calculated according to the historical data；It calculates The weight summation of all service queues；With the ratio of the weight of each service queue and the weight summation, as the service The service ability value of queue.

The historical data of Service Source processing user's request corresponding with service queue includes: in special time period The sum of user's request, the total duration of processing user's request, and/or user are handled to the satisfaction evaluation for the treatment of process.

The service ability value for obtaining the last each service queue being calculated in this step is subsequent step Rapid 902 execution is ready.

Step 902: according to the size of the service ability value of each service queue, user's request being shunted, so that often User's number of requests of a service queue processing matches with its service ability value.

User's request in waiting list is shunted according to the size of the service ability value of each service queue, Its basic principle is: distributing relatively large number of user's request for the strong service queue of service ability, is the weak service of service ability User that queue assignment compares less request, that is to say, that so that each service queue be responsible for user's number of requests of processing with Its service ability value matches, so as to make Service Source obtain abundant, effective utilization.

If service queue is divided into multiple service queue groupings, it is not of the same trade or business that processing is responsible in different service queue groupings The user of service type requests, then when shunting user's request, it is also necessary to consider the type of service of user's request and service queue Consistent problem.In the above-mentioned specific example of the present embodiment, calculated separately in above-mentioned steps 901 all in each grouping The weight summation of service queue, and the ratio for the weight summation being grouped where the weight of each service queue and its, as institute State the service ability value of service queue；In this step, according to the size of the service ability value of each service queue, according to user The type of service of request shunts it in the service queue of corresponding grouping.

In the above-described embodiment, another method for shunting user's request, corresponding, this Shen are provided It please also provides another for shunting the device of user's request.Figure 10 is please referred to, is that the another kind of the application is used for shunting The embodiment schematic diagram of the device of family request.Since Installation practice is substantially similar to embodiment of the method, so describing to compare Simply, the relevent part can refer to the partial explaination of embodiments of method.Installation practice described below is only schematical.

The another kind of the present embodiment is used to shunt the device of user's request, comprising: service ability value acquiring unit 1001 is used In the service ability value for obtaining each service queue, the service ability value is characterized at the corresponding Service Source of the service queue Manage the power that user requests ability；User requests to shunt execution unit 1002, for the service ability according to each service queue The size of value shunts user's request, so that the user's number of requests and its service ability value of each service queue processing Match.

Optionally, described device further include:

The regular computing unit of service ability value includes:

Although the application is disclosed as above with preferred embodiment, it is not for limiting the application, any this field skill Art personnel are not departing from spirit and scope, can make possible variation and modification, therefore the guarantor of the application Shield range should be subject to the range that the claim of this application defined.

In a typical configuration, calculating equipment includes one or more processors (CPU), input/output interface, net Network interface and memory.

Memory may include the non-volatile memory in computer-readable medium, random access memory (RAM) and/or The forms such as Nonvolatile memory, such as read-only memory (ROM) or flash memory (flash RAM).Memory is computer-readable medium Example.

1, computer-readable medium can be by any side including permanent and non-permanent, removable and non-removable media Method or technology realize that information stores.Information can be computer readable instructions, data structure, the module of program or other numbers According to.The example of the storage medium of computer includes, but are not limited to phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other kinds of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory techniques, CD-ROM are read-only Memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, tape magnetic disk storage or Other magnetic storage devices or any other non-transmission medium, can be used for storage can be accessed by a computing device information.According to Herein defines, and computer-readable medium does not include non-temporary computer readable media (transitory media), such as modulates Data-signal and carrier wave.

2, it will be understood by those skilled in the art that embodiments herein can provide as the production of method, system or computer program Product.Therefore, complete hardware embodiment, complete software embodiment or embodiment combining software and hardware aspects can be used in the application Form.It can be used moreover, the application can be used in the computer that one or more wherein includes computer usable program code The computer program product implemented on storage medium (including but not limited to magnetic disk storage, CD-ROM, optical memory etc.) Form.

Claims

1. a kind of method for adjusting distributing strategy characterized by comprising

The relevant information of user's request in waiting list is obtained, the relevant information of user's request includes: that user asks Several and each user is asked to request corresponding user gradation；

Distributing strategy is selected according to the relevant information of user request, the distributing strategy refers to, will be in the waiting list User request be diverted to strategy used by service queue；

Judge whether currently employed distributing strategy is different from selected distributing strategy；If it is different, by currently employed point Flow Policy is adjusted to the selected distributing strategy；Wherein, the currently employed distributing strategy and the selected shunting Strategy respectively include: emergency policy or general strategy；

The emergency policy shunts user request according to the processing capacity of service queue；The general strategy then will User's request is successively diverted to each service queue；The emergency policy is according to the processing capacity of service queue to the use Family request is shunted, comprising:

Obtain the service ability value of each service queue；According to the size of the service ability value of each service queue, to the place User's request in waiting list shunts, so that the user's number of requests and its service ability of each service queue processing Value matches；Wherein, the service ability value is the processing capacity and all processing of the service queue of the service queue The ratio of ability requests the power of ability for characterizing the corresponding Service Source processing user of the service queue.

2. the method according to claim 1 for adjusting distributing strategy, which is characterized in that described to be asked according to the user Ask relevant information selection distributing strategy include:

If so, using the emergency policy as selected distributing strategy；

If it is not, using the general strategy as selected distributing strategy.

3. the method according to claim 2 for adjusting distributing strategy, which is characterized in that if described currently employed Distributing strategy is general strategy, before the currently employed distributing strategy to be adjusted to the selected distributing strategy, In preset first time period, it is periodically executed operations described below:

If "No", the operation being periodically executed described in termination, and do not execute described by the currently employed distributing strategy adjustment The step of for the selected distributing strategy.

4. the method according to claim 2 for adjusting distributing strategy, which is characterized in that if described currently employed Distributing strategy is emergency policy, before the currently employed distributing strategy to be adjusted to the selected distributing strategy, In preset second time period, it is periodically executed operations described below:

5. the method according to claim 1 for adjusting distributing strategy, which is characterized in that according to the preset time Interval, it is the step of being periodically executed the relevant information of the user's request obtained in the waiting list, described according to the use The step of the step of relevant information of family request selects distributing strategy and judgement and adjustment distributing strategy.

6. a kind of for adjusting the device of distributing strategy characterized by comprising

Waiting list information acquisition unit, for obtaining the relevant information of the user being in waiting list request, the user The relevant information of request includes: that user's number of request and each user request corresponding user gradation；

Distributing strategy selecting unit, the relevant information for being requested according to the user select distributing strategy, the distributing strategy Refer to, user's request in the waiting list is diverted to strategy used by service queue；

Whether distributing strategy adjustment unit, the distributing strategy for judging currently employed are different from selected distributing strategy；If no Together, the currently employed distributing strategy is adjusted to the selected distributing strategy；

The distributing strategy adjustment unit includes:

Whether Developing Tactics judgment sub-unit, the distributing strategy for judging currently employed are different from selected distributing strategy；

Developing Tactics execute subelement, for working as by described in when the output of the Developing Tactics judgment sub-unit is " difference " The distributing strategy of preceding use is adjusted to the selected distributing strategy；Wherein, the currently employed distributing strategy and described Selected distributing strategy respectively include: emergency policy or general strategy；

7. according to claim 6 for adjusting the device of distributing strategy, which is characterized in that the distributing strategy selection is single Member includes:

Parameter calculation subunit, the relevant information for being requested according to the user, the numerical value of computational representation system busy extent；

Policy selection executes subelement, for judging it is preset whether the numerical value of the characterization system busy extent is not less than Emergency threshold value；If so, using the emergency policy as selected distributing strategy；If it is not, using the general strategy as selected Distributing strategy.

8. according to claim 7 for adjusting the device of distributing strategy, which is characterized in that the distributing strategy adjustment is single Member further include:

The first adjustment sluggishness subelement, for being general strategy when the currently employed distributing strategy, and the strategy is adjusted When the output of whole judgment sub-unit is " difference ", in preset first time period, it is periodically executed operations described below: according to institute The numerical value of the associated information calculation characterization system busy extent of user's request is stated, and judges whether the numerical value is not less than and sets in advance Fixed emergency threshold value；If wherein once the judging result is "No", the execution of subunit is terminated, and do not trigger institute It states Developing Tactics and executes subelement work, otherwise after the first time period, trigger the Developing Tactics and execute son list Member work.

9. according to claim 7 for adjusting the device of distributing strategy, which is characterized in that the distributing strategy adjustment is single Member further include:

Second adjustment sluggishness subelement, for being emergency policy when the currently employed distributing strategy, and the strategy is adjusted When the output of whole judgment sub-unit is " difference ", in preset second time period, it is periodically executed operations described below: according to institute The numerical value of the associated information calculation characterization system busy extent of user's request is stated, and judges whether the numerical value is less than and presets Emergency threshold value；If wherein once the judging result is "No", the execution of subunit is terminated, and is not triggered described Developing Tactics execute subelement work, otherwise after the second time period, trigger the Developing Tactics and execute subelement Work.

10. according to claim 6 for adjusting the device of distributing strategy, which is characterized in that described device further include:

It is periodically executed control unit, for periodically triggering the waiting list acquisition of information according to preset time interval Unit, the distributing strategy selecting unit and distributing strategy adjustment unit work.

11. a kind of method for shunting user's request characterized by comprising

Obtain the relevant information of user's request in waiting list；

Judge whether currently employed distributing strategy is different from selected distributing strategy；If it is different, by currently employed point Flow Policy is adjusted to the selected distributing strategy；

According to the selected distributing strategy, user's request in waiting list is diverted to corresponding service queue；Its In, the currently employed distributing strategy and the selected distributing strategy respectively include: emergency policy or common plan Slightly；

12. the method according to claim 11 for shunting user's request, which is characterized in that further include:

The service ability value for calculating each service queue, comprising:

For each service queue, the historical data of Service Source processing user's request corresponding with the service queue is obtained, And the weight of the service queue is calculated according to the historical data；

Calculate the weight summation of all service queues；

Service ability value with the ratio of the weight of each service queue and the weight summation, as the service queue.

13. the method according to claim 12 for shunting user's request, which is characterized in that described and service queue pair The historical data for the Service Source processing user's request answered includes: the sum that user's request is handled in special time period, processing The total duration of user's request, and/or user are to the satisfaction evaluation for the treatment of process.

14. the method according to claim 12 for shunting user's request, which is characterized in that each service queue Belong to a service queue grouping, user's request of processing different service types is responsible in different service queue groupings；

Correspondingly, the weight summation for calculating all service queues refers to, all service teams in each grouping are calculated separately The weight summation of column；

The ratio of the weight with each service queue and the weight summation, the service ability value as the service queue Refer to, the ratio for the weight summation being grouped where the weight of each service queue and its, the service as the service queue Ability value；

The size of the service ability value according to each service queue requests to carry out to the user in waiting list Shunting refers to, according to the size of the service ability value of each service queue, requests according to the user in waiting list Type of service shunt it in the service queue of corresponding grouping.

15. the method according to claim 11 for shunting user's request, which is characterized in that when the distributing strategy is It is described according to the distributing strategy when general strategy, user's request in waiting list is diverted to corresponding clothes Business queue refers to, user's request in waiting list is successively diverted in each service queue.

16. the method according to claim 15 for shunting user's request, which is characterized in that each service queue Belong to a service queue grouping, user's request of processing different service types is responsible in different service queue groupings；

Correspondingly, user's request by waiting list is successively diverted in each service queue and refers to, it will be described User's request is successively diverted in each service queue in grouping corresponding with its type of service.

17. a kind of for shunting the device of user's request characterized by comprising

Distributing strategy adjusts subelement, and whether the distributing strategy for judging currently employed is different from selected distributing strategy；If The currently employed distributing strategy is adjusted to the selected distributing strategy by difference；

User requests dividing cell, for according to the distributing strategy, user's request in waiting list to be diverted to phase The service queue answered；Wherein, the currently employed distributing strategy and the selected distributing strategy respectively include: emergency plan Summary or general strategy；

The emergency policy shunts user request according to the processing capacity of service queue；The general strategy then will User's request is successively diverted to each service queue；

Adaptive streaming strategy acquiring unit adaptively adjusts obtained shunting according to progress the case where waiting list for obtaining Strategy, the distributing strategy that the adaptive streaming strategy acquiring unit obtains is generated by Developing Tactics unit, the strategy Adjustment unit includes: the waiting list acquisition of information subelement, the distributing strategy selection subelement, the distributing strategy tune Whole subelement；

When the distributing strategy that the adaptive streaming strategy acquiring unit obtains is the emergency policy, user's request point Flowing unit includes:

Service ability value obtains subelement, and for obtaining the service ability value of each service queue, the service ability value is institute The ratio for stating the processing capacity of service queue and the processing capacity of whole service queues, for characterizing the service queue pair The Service Source processing user answered requests the power of ability；

First shunts and executes subelement, for the size according to the service ability value of each service queue, to described in waiting User's request in queue shunts, so that the user's number of requests and its service ability value phase of each service queue processing Match.

18. according to claim 17 for shunting the device of user's request, which is characterized in that described device further include:

The regular computing unit of service ability value, for periodically calculating each service queue according to preset time interval Service ability value；

The regular computing unit of service ability value includes:

Periodically calculate control subelement, for according to preset time interval, trigger lower rank queue weight calculation subelement, Weight summation computation subunit and service ability value computation subunit work；

Queue weight calculation subelement obtains Service Source corresponding with the service queue for being directed to each service queue The historical data of user's request is handled, and calculates the weight of the service queue according to the historical data；

Service ability value computation subunit, for the ratio of weight and the weight summation with each service queue, as institute State the service ability value of service queue.

19. according to claim 18 for shunting the device of user's request, which is characterized in that each service queue Belong to a service queue grouping, user's request of processing different service types is responsible in different service queue groupings；

Correspondingly, the weight summation computation subunit is specifically used for, all service queues in each grouping are calculated separately Weight summation；

The service ability value computation subunit is specifically used for, total with the weight of each service queue and the weight of grouping where it The ratio of sum, the service ability value as the service queue；

Described first, which shunts execution subelement, is specifically used for, according to the size of the service ability value of each service queue, according to institute The type of service for stating user's request in waiting list shunts it in the service queue of corresponding grouping.

20. according to claim 17 for shunting the device of user's request, which is characterized in that when the adaptive streaming When the distributing strategy that tactful acquiring unit obtains is the general strategy, user's request dividing cell includes:

Second shunts execution subelement, for the user being in waiting list request to be successively diverted to each service queue In.

21. according to claim 20 for shunting the device of user's request, which is characterized in that each service queue Belong to a service queue grouping, user's request of processing different service types is responsible in different service queue groupings；

Correspondingly, second shunting executes subelement and is specifically used for, user request is successively diverted to and its service class In each service queue in the corresponding grouping of type.

22. a kind of system for shunting user's request characterized by comprising such as above-mentioned as claimed in claim 6 for adjusting The device of whole distributing strategy；With

The device requested for shunting user as described in the claims 17；With

Service state monitoring device, for providing the relevant information of request of the user in waiting list；And

Waiting list and service queue.

23. a kind of method for shunting user's request characterized by comprising

The service ability value of each service queue is obtained, the service ability value is the processing capacity and whole of the service queue The ratio of the processing capacity of the service queue requests energy for characterizing the corresponding Service Source processing user of the service queue The power of power；

Distributing strategy is selected according to the relevant information that the size of the service ability value of each service queue and user request, it is right User's request shunts, so that user's number of requests of each service queue processing matches with its service ability value, Wherein, the distributing strategy is emergency policy；

The emergency policy shunts user request according to the processing capacity of service queue.

24. the method according to claim 23 for shunting user's request, which is characterized in that further include:

The service ability value for calculating each service queue, comprising:

Calculate the weight summation of all service queues；

25. the method according to claim 24 for shunting user's request, which is characterized in that described and service queue pair The historical data for the Service Source processing user's request answered includes: the sum that user's request is handled in special time period, processing The total duration of user's request, and/or user are to the satisfaction evaluation for the treatment of process.

26. the method according to claim 24 for shunting user's request, which is characterized in that each service queue Belong to a service queue grouping, user's request of processing different service types is responsible in different service queue groupings；

The size of the service ability value according to each service queue carries out shunting to user's request and refers to, according to each clothes The size of the service ability value of business queue shunts it the service queue of corresponding grouping according to the type of service that user requests In.

27. a kind of for shunting the device of user's request characterized by comprising

Service ability value acquiring unit, for obtaining the service ability value of each service queue, the service ability value is described The processing capacity of service queue and all ratio of the processing capacity of the service queue, it is corresponding for characterizing the service queue Service Source processing user request ability power；

User requests to shunt execution unit, for being requested according to the size of the service ability value of each service queue and user Relevant information select distributing strategy, to the user request shunt so that each service queue processing user request Quantity matches with its service ability value, wherein the distributing strategy is emergency policy；

28. according to claim 27 for shunting the device of user's request, which is characterized in that described device further include:

The regular computing unit of service ability value includes:

29. according to claim 28 for shunting the device of user's request, which is characterized in that each service queue Belong to a service queue grouping, user's request of processing different service types is responsible in different service queue groupings；

The user, which requests to shunt execution unit, to be specifically used for, according to the size of the service ability value of each service queue, according to The type of service of user's request in waiting list shunts it in the service queue of corresponding grouping.