CN106096975A - A kind of online customer service system and method - Google Patents
A kind of online customer service system and method Download PDFInfo
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- CN106096975A CN106096975A CN201610390785.7A CN201610390785A CN106096975A CN 106096975 A CN106096975 A CN 106096975A CN 201610390785 A CN201610390785 A CN 201610390785A CN 106096975 A CN106096975 A CN 106096975A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Abstract
The invention discloses a kind of online customer service system and method, wherein system includes acquisition module, for obtaining the customer service request that subscription client sends, the customer service data base that inquiry is preset judges whether include in customer service data base that the reply message that customer service is asked, customer service data base include customer service request and reply message thereof；Judge module, if not including the reply message that customer service is asked in customer service data base, then judges that the subscription client sending customer service request the most by customer service client process, is to send customer service request to the customer service client processed；Distribution module, if for sending the subscription client of customer service request not by customer service client process, then dispatch all online customer service clients, be scheduling all online customer service clients selecting, not processed customer service request is forwarded to the online customer service client chosen.The present invention meets enterprise's demand to online online customer service, improves specific aim and the work efficiency of customer service.
Description
Technical field
The invention belongs to Internet technical field, in particular to a kind of online customer service system and method.
Background technology
Website online customer service, or the most online foreground, be a kind of with website as medium, inside the Internet visitor with website
Employee provides the page communication technology of instant communication.The appearance of online customer service system based on webpage session instead of traditional visitor
Take that QQ is online, use that MSN is online etc., although some function of QQ and MSN cannot substitute in the use of personal user, but
Be website online customer service system as a professional webpage customer service instrument, be convenient in time and enterprise for enterprise web site visitor
Immediately a bitcom linked up, its good Experience Degree is to be substituted.Due to the Internet development rapidly,
Also being received by increasing people in China, the Internet has become as the hotly contested spot of domestic medium-sized and small enterprises, so increasingly
Many online customer service systems, and function tends to complete, powerful.Along with the development of the Internet, Network Marketing Mode importance is
Through highlighting, online customer service system has become the important tool of network marketing, is also to show enterprise web site image, strengthens enterprise and visit
The indispensable instrument that visitor is interactive.Network marketing is the communication way with two-way mutual of " one to one ".Enterprise web site passes through
Line customer service system realizes directly exchanging with visitor, can effectively attract and keep them here, and finally be converted into enterprise
User, thus by the maximizing the benefits of network marketing.The key carrying out ecommerce is that the client that locking is potential, passes through
Conveniently online customer service system carries out real-time online service, to realize the conversion of potential customers, finally obtains order.Online
Customer service system can realize free communication, and client is without filling any plug-in unit, it is possible to online exchange.
Based on the Internet and the characteristic of online customer service, there is a great difference with phone customer service in it, such as phone customer service is one
To one, and online customer service is the exchange of picture or word mostly, can be with one-to-many, and a namely customer service can take simultaneously
Be engaged in multiple client.Research finds, the client exceeding half represents, unlikely can be again unresponsive in those website service
Website is purchased.But current online customer service system can not be located in time for substantial amounts of customer service consulting, complaint etc.
Reason, average customer service, rational distribution method is just even more important.
Summary of the invention
It is blunt for solving existing online customer service system response, it is impossible to process customer's consulting, the technological deficiency of head number in time,
The invention provides a kind of customer service based on online distribution system request, processing realization raising by being carried out piecemeal the customer service time
Client replys the purpose of efficiency.
The invention provides a kind of online customer service system, including
Acquisition module, for obtaining the customer service request that subscription client sends, the customer service data base that inquiry is preset judges institute
Stating and whether include the reply message that described customer service is asked in customer service data base, described customer service data base includes customer service request and answers
Complex information；
Judge module, if not including, in described customer service data base, the reply message that described customer service is asked, then judges
Send described customer service request subscription client the most by customer service client process, be then by described customer service request send extremely
The customer service client processed；
Distribution module, if for send described customer service request subscription client not by customer service client process, then
Dispatch all online customer service clients, be scheduling all online customer service clients selecting, by not processed customer service
Request is forwarded to the online customer service client chosen.
Further, described distribution module includes
Quota submodule, can also receive the quantity of subscription client for calculating each online customer service client；
Scheduling sublayer module, is scheduling for the quantity that can also receive subscription client according to each online customer service client
Select, described customer service request is sent to the customer service client meeting prerequisite.
Further, described quota submodule includes
Division unit, for calculating the time interval of described adjacent twice heart beating of customer service client, according between the described time
Every dividing time memory block；
First judging unit, obtains the current time of all described customer service clients, it is judged that described customer service client is current
Time whether in described time memory block scope, be to be defined as online customer service client；
Computing unit, for receiving maximum quantity and the most accepted user visitor of subscription client according to each client
The difference of the quantity of family end, calculates each online customer service and can also receive the quantity of subscription client.
Further, described scheduling sublayer module also includes
Second judging unit, is used for judging whether described customer service request meets and presets class condition, be then according to described point
Described customer service request is sent to online customer service client by allocation order corresponding to class condition.
Further, described online customer service system also includes
Automatically processing module, if for described customer service request and the customer service database matching preset, then basis is preset
The reply message of customer service request correspondence replies.
Present invention also offers a kind of online customer service method, comprise the steps:
Obtaining the customer service request that subscription client sends, the customer service data base that inquiry is preset judges in described customer service data base
Whether include that the reply message that described customer service is asked, described customer service data base include customer service request and reply message thereof；
If not including the reply message that described customer service is asked in described customer service data base, then judging to send described customer service please
The subscription client asked by customer service client process, is the most, sends described customer service request to the customer service processed
Client；
If sending the subscription client of described customer service request not by customer service client process, then dispatch all online
All online customer service clients are scheduling selecting by customer service client, are forwarded to choose by not processed customer service request
Online customer service client.
Further, if the described subscription client of described customer service request that sends is not by customer service client process, then adjust
Spend all online customer service clients, all online customer service clients are scheduling selection and include
Calculate each online customer service client and can also receive the quantity of subscription client；
The quantity that can also receive subscription client according to each online customer service client is scheduling selecting, by described customer service
Request sends to the customer service client meeting prerequisite.
Further, described calculating each online customer service client can also receive the quantity of subscription client and includes
Calculate the time interval of described customer service client adjacent both sides heart beating, divide time storage according to described time interval
Block；
Obtain the current time of all described customer service clients, it is judged that whether described current time is in described time memory block
Scope, is to be defined as online customer service client；
The maximum quantity of subscription client and the quantity of the most accepted subscription client is received according to each client
Difference, calculates each online customer service and can also receive the quantity of subscription client.
Further, the described quantity that can also receive subscription client according to each online customer service client is scheduling selecting
Including
Judge whether described customer service request meets and preset class condition, be then suitable according to the distribution that described class condition is corresponding
Described customer service request is sent to online customer service client by sequence.
Further, described method also includes
If described customer service request and the customer service database matching preset, then according to the answer that the customer service request preset is corresponding
Information replies.
To sum up, the present invention utilizes eartbeat interval to arrange time memory block, the fullest by judging the time of customer service client
Foot time memory block judges that this customer service client is the most online, can also accept online customer service client to send customer service simultaneously
The quantity of the subscription client of request realizes the scheduling degree to customer service request, it is achieved ask dispatch value qualified customer service
The purpose of online customer service client, meets enterprise's demand to online online customer service, improve customer service specific aim and
Work efficiency.
Accompanying drawing explanation
Fig. 1 is the structure of block diagram schematic diagram of one embodiment of online customer service system of the present invention；
Fig. 2 is the structure of block diagram schematic diagram distributing one embodiment of module in online customer service system of the present invention；
Fig. 3 is the schematic flow sheet of one embodiment of online customer service method of the present invention.
Detailed description of the invention
Below by specific embodiment and combine accompanying drawing the present invention is described in further detail.
In order to solve the problems referred to above, the invention provides a kind of online customer service system.Described system includes
Acquisition module 10, for obtaining the customer service request that subscription client sends, the customer service data base that inquiry is preset judges
Whether described customer service data base includes the reply message that described customer service is asked, described customer service data base include customer service request and
Reply message；
Judge module 20, if not including, in described customer service data base, the reply message that described customer service is asked, then sentences
The disconnected subscription client of described customer service request that sends, the most by customer service client process, is then described customer service request to be sent out
Deliver to the customer service client processed；
Distribution module 30, if for send described customer service request subscription client not by customer service client process,
Then dispatch all online customer service clients, be scheduling all online customer service clients selecting, by not processed visitor
Clothes request is forwarded to the online customer service client chosen.
The customer service request that first user is sent by subscription client by the present invention by acquisition module is filtered, it is judged that
Whether the request of described problem mates in the customer service data base preset, and described customer service data base includes that described customer service request then utilizes
The reply message of described customer service request correspondence replies, and saves the time that customer service carries out replying, thus improves customer service
Efficiency.If the customer service request that the customer service request that user is sent by described subscription client is default with described customer service data base
Mate unsuccessful, the most described customer service data base does not include that described customer service is asked, then at described customer service is asked by system
Reason judges, it is judged that the subscription client of this transmission described customer service request, should if sent the most by customer service client process
The subscription client of customer service request is processed, then system is no longer to this customer service request distribution customer service, directly by this customer service
Request sends to the customer service client processing subscription client corresponding to this customer service request, by this customer service client to transmission
The subscription client of described customer service request replies.
When being embodied as, described customer service request at least includes in subscription client IP, telephone number, mailbox, number of registration etc.
At least one.Judge that the subscription client sending described customer service request is the most processed by customer service, optionally according to described visitor
Take the IP address that requesting query sends the subscription client of described customer service request, by described IP address and all presents
The IP address of the subscription client processed that customer service client preserves is mated, and the match is successful is just then illustrating existing client
Processing the subscription client sending this customer service request, now only according to described customer service request corresponding according to subscription client
Address send to the customer end processing accordingly this subscription client.It should be noted that according to transmission
The IP address of subscription client of customer service request determines whether there is customer service and processing the user of this subscription client is only it
Middle a kind of mode, when being embodied as, the most optional telephone number reserved according to subscription client, mailbox, number of registration etc. are carried out
Judging, the described present invention will not enumerate at this.
The present invention by judge send customer service request subscription client be the most processed raising problem request process
Efficiency, reduce customer service resource waste.Owing to the quantity of customer service is limited, the working time of customer service staff is also one
Fixed, if when contact staff is at a moment closing customer service client, and system is asked to its problem distributed, then this problem
The subscription client of request correspondence then will can not get replying for a long time, thus reduce user's degree of belief to online customer service system,
Cause customer loss.In order to solve this problem, the present invention obtains online customer service client by the heart beating of customer service client, will
Customer service request sends to online customer service client thus improves the judgement rate of online customer service client, then improves customer service
Specific aim and work efficiency, keep user to greatest extent, improves the benefit of online customer service system house.Simultaneously in order to prevent certain
The problem request that individual customer service processes is many, and the problem request that certain customer service processes is few, many can't resolve of quantity, the work that quantity is few
Measure undersaturated technological deficiency, Utilization assessment distribution principle of the present invention, the subscription client received according to all customer service clients
Quantity balance all online customer service clients receive client request quantity.
Further, on the basis of above-mentioned online customer service system, judge module also optionally includes
Automatically process submodule, if mated with the filtered data base preset for the request of described problem, then according to presetting
Reply message corresponding to filtration problem reply.
In order to improve the answer efficiency of online customer service system, the present invention is replied automatically by described filtered data base.
If the problem request that user is sent by subscription client is mated into the filtration problem preset in the filtered data base preset
Merit, system of the present invention then utilizes and automatically processes module and replied by corresponding reply message, thus improves online visitor
The answer efficiency of dress system.
Further, described distribution module is as shown in Figure 2.Described distribution module includes
Quota submodule 203, can also receive the quantity of subscription client for calculating each online customer service client；
Scheduling sublayer module 204, is carried out for can also receive the quantity of subscription client according to each online customer service client
Scheduling selects, and sends described customer service request to the customer service client meeting prerequisite.
When being embodied as, all online customer service clients are scheduling by the present invention, and dispatching principle is pre-according to whether meeting
Put condition.The purpose of described prerequisite is that mean allocation customer service is asked so that all online client receivable users visitor
The quantity difference of family end is in preset value.
Assuming have 4 clients to need service, customer service 1 has 4 rooms, and customer service 2 has two rooms, then 4 users may
Can be assigned to 1 three, 2 one, two customer services all remain 1 room, and the quantity difference of the receivable user of the two is being preset
In value..
When being embodied as, carry out the most as follows:
Assume that preferential short queue customer service remaining quota sequence is [[k1,4], [k2,2]], with first as example [k1,4],
K1 is customer service id, and 4 is residue room.Effectively room is worker1, and 4 rooms, 2 have 2 rooms ([[Isosorbide-5-Nitrae], [2,2]]), obtain
Room from little arrival sequence [2,4], corresponding customer service sequence is [k2, k1].According to this number of times (in addition to first element, often
Individual element deducts Last number of times), successively corresponding for residue customer service id is put in result.Such as first element is 2, repeats
2 times (1,2,1,2) is put in result, and second element is 4, deducts first element 2, repeats twice, puts into residue.Customer service
(2,2), result is [1,2,1,2,2,2].Result inverted order.The final allocation order result sequence that obtains is [2,2,2,1,2,1]. presses
This order-assigned can ensure that room is average.
When being embodied as, the most optionally customer service request is assigned to last service and sends the user client of this customer service request
The customer service client of end.
Further, described quota submodule includes
Division unit 2031, for calculating the time interval of adjacent two heart beatings of described customer service client, according to time described
Between interval set up time memory block, described time memory block includes the online customer service client of initial time and correspondence thereof
ID。
Traditional online customer service utilizes heart beating to judge its presence, it is simply that at regular intervals (such as 5 minutes), to clothes
Its presence reported by business device, once closes webpage or focus (such as operation of brush microblogging) not on this page, just to
Server sends heart beating, and server judges that it is the most online.The precision that presence judges is the highest, and it sends heart beating to server
Time interval is the shortest, and server stress is the biggest.Traditional online customer service need the time judging distribution customer service request with upper one
Whether the time difference of heart beating is less than the time interval of adjacent two heart beatings, each time point during hypothesis is the most individual time each every time
Need to distribute customer service request, then this amount of calculation is the biggest, but also needs customer service report time under real-time storage, this
Kind judge that the online mode of customer service wastes internal memory and cpu, the biggest to the pressure of server.
In order to solve this problem, the time difference that the present invention sends heart beating adjacent twice by calculating customer service client calculates
The time interval of heart beating, sets up time memory block according to described time interval and stores the ID of online customer service client.Specifically
During enforcement, described time memory block optionally stores to caching, owing to each time memory block all includes an initial time,
Carrying out the most over time, this time memory block is by expired, and the such as initial time of certain time memory block is 2016 years
10:35-2016 10:39, then arriving 10:40 timesharing in 2016 when the time, 10:35-2016 10:39 was corresponding in 2016
Time memory block is expired, in order to reduce the memory space that caching is taken by described time memory block, when being embodied as, each time
The optional corresponding KEY value of memory block, then the time memory block corresponding when this KEY value crosses after date, and system is optionally by this mistake
Time memory block corresponding to the KEY value of phase carries out destroying deletes, and takies spatial cache reaching described time memory block.With
Time, carrying out over time, system is the most selectable re-establishes new time memory block, the new optional root of time memory block
Re-establish according to the default time difference threshold value with a upper time memory block, when setting up two the most simultaneously
Between memory block.Owing to inside time memory block being online customer service id of storage, obtain the time memory block belonging to current time, as
Really there is this customer service in time memory block, then this customer service is online customer service client.Meanwhile, in this time memory block all ID pair
The customer service client answered is online customer service client.The purpose of heretofore described time memory block is to store online visitor
Take the ID of client.For example, it is assumed that the time memory block storage of 5-10 minute has 5-10 to divide the ID of interior online customer service client,
Within 10-15 minute, internal memory contains the ID of the most online customer service client.Within so the 6th minute, belong to first 5-10 minute
In time memory block, the ID of the customer service client in the time memory block of 5-10 minute got is exactly the most online customer service
Client.Equally, if the heart beating in the 6th minute of a customer service client reports that it is online, then system think 5-10 minute in she
Being online, she is the most online for 10-15 simultaneously.This is because eartbeat interval is 5 minutes, and in giving tacit consent to 5-10 minute she is
It is online, thinks her the most online being because of its 10-15 simultaneously, it is assumed that when the 9th minute, it is online, then it can be deposited
Store up the time memory block at 5-10 minute, it is possible to store the time memory block to 10-15 minute.Because she sends the heart next time
The time jumping report is at the 14th minute, and when being therefore embodied as, the ID of certain customer service client can store to two times
In memory block.
First judging unit 2032, for the time according to described customer service its correspondence of acquisition request, obtains according to the described time
Take the time memory block of its correspondence, obtain online customer service client according to the ID of described time memory block storage.
Compare more traditional by the time of client's heart beating log collection customer service, will carry out screening acquisition the time and meet rule
Customer service then.After the present invention is by dividing time memory block by the time interval of heart beating, it is judged that will be reduced to online according to one
Individual key value, extracts the process of a value value.After this division time memory block, utilize buffer memory time memory block, speed
Degree block, committed memory is little simultaneously.
Assume by heart beating, customer service 1 judges that it is online when 2016-03-2410:36:36；Customer service 2 is 2016-03-
2410:38:38；And customer service 3 is online in 16-03-2410:40:00 report.Assume that customer service 1,2 and 3 are always on, namely 41
The when of dividing 36,1 can report again, and 2 at 43 points, and 3 report 45 points when.2016-03-2410:39:39 divides when,
System distribution customer service request is to obtain online customer service client.Now, it is evident that at this time customer service 1 and 2 is online；As
Distributing when 2016-03-2410:40:01, customer service 3 is online, and 1 and 2 is also online.The most no matter customer service is at 10:36,10:37,
10:39 be all belonging to 10:35 to 10:40 during this period of time in.When being embodied as, such as 39 points online this customer services, at that time
Between memory block should extend to next five minutes blocks, so in the range of acceptable error (between the time depending on heart beating
Every), therefore we give tacit consent to no matter customer service is at 10:36,10:37,10:39, in time memory block corresponding for 10:35 to 10:40,
It is simultaneously all online, by that analogy in 40-45 time memory block.That is assuming that 10:39 needs distribution, I has only to elder generation
Judge 10:39, belong in the 10:35-10:39 time memory block that we divide, then this time memory block internal memory of taking-up
The ID of the customer service client of storage is exactly online customer service.
When being embodied as, calculate by distribution customer service request time be " 2016-03-2410:36:38 " as a example by calculate at that time
The present invention is described as a example by between.Optionally " 2016-03-2410:36:38 " being converted into unix timestamp is 1458786998, this
Sample is (being to illustrate as a example by 5 minutes by time interval, the 5 minutes=60*60*5 second) divided by 18000, and whole-number result is 81043,
Therefore taking out the customer service sequence number of this time interior storage soon, the customer service sequence number of storage is exactly online customer service.
Computing unit 2033, for receiving the maximum quantity of subscription client and the most accepted use according to each client
The difference of the quantity of family client, calculates each online customer service and can also receive the quantity of subscription client.
Compared with traditional telephone customer, human customer, online customer service realizes one to one to a pair multimodal conversion,
A namely customer service can service multiple client simultaneously.But the maximum quantity that customer service can process is certain, when
After exceeding some, customer service does not processes, and will result in the loss of user yet.In order to solve this problem, the present invention is by each
The problem request of the subscription client that customer service customer side maximum receives is defined, and maximum quantity is N.When being embodied as, institute
The proficiency of business can be configured by the quantity stating N according to each customer service.
When being embodied as, the subscription client of the customer service request correspondence optionally processed according to each customer service client
IP, obtain the quantity of the subscription client that each customer service client has received；The most selectable electricity according to subscription client
Words number, mailbox, user account etc. judge, the present invention describes in detail the most one by one at this.
Described scheduling sublayer module also includes
Second judging unit 2041, is used for judging whether described customer service request meets and presets class condition, be then according to institute
State allocation order corresponding to class condition to send described customer service request to online customer service client.
When being embodied as, described default class condition optionally includes the time length of described customer service request wait, visitor
The priority etc. of clothes request.When being embodied as, the priority of described customer service request is selectable asks correspondence according to client
Problem classify, according to classification priority be scheduling.
Present invention also offers a kind of online customer service method.As it is shown on figure 3, described method comprises the steps:
The customer service request that S101, acquisition subscription client send, the customer service data base that inquiry is preset judges described customer service number
According to whether including the reply message that described customer service is asked in storehouse, described customer service data base includes customer service request and reply message thereof；
If S102 described customer service data base does not include the reply message that described customer service is asked, then judge that transmission is described
The subscription client of customer service request, the most by customer service client process, is, sends described customer service request to processing
Customer service client；
If S103 sends the subscription client of described customer service request not by customer service client process, then scheduling is all
All online customer service clients are scheduling selecting by online customer service client, not processed customer service request are forwarded
To the online customer service client chosen.
Further, if the described subscription client of described customer service request that sends is not by customer service client process, then adjust
Spend all online customer service clients, all online customer service clients are scheduling selection and include
Calculate each online customer service client and can also receive the quantity of subscription client；
The quantity that can also receive subscription client according to each online customer service client is scheduling selecting, by described customer service
Request sends to the customer service client meeting prerequisite.
Further, described calculating each online customer service client can also receive the quantity of subscription client and includes
Calculate the time interval of adjacent two heart beatings of described customer service client, set up time storage according to described time interval
Block, described time memory block includes the ID of the online customer service client of initial time and correspondence thereof；
According to the time of described customer service its correspondence of acquisition request, obtain the time memory block of its correspondence according to the described time,
ID according to the storage of described time memory block obtains online customer service client；
The maximum quantity of subscription client and the quantity of the most accepted subscription client is received according to each client
Difference, calculates each online customer service and can also receive the quantity of subscription client.
So customer service (is not accepting distribution) even if not pressing button of coming off duty on the page when next, directly closes
Webpage does not results in any problem yet.And obtain the customer service that now " lives ", it is only necessary to take out the visitor in this time memory block
Take.Increase on the page to start and close and automatically distribute button, it is also possible to facilitate customer service to have a rest and come off duty.
Further, the described quantity that can also receive subscription client according to each online customer service client is scheduling selecting
Including
Judge whether described customer service request meets and preset class condition, be then suitable according to the distribution that described class condition is corresponding
Described customer service request is sent to online customer service client by sequence.
It is adjusted by the prioritization being set to customer service request of default class condition, completes urgent visitor in time
The process of clothes request, facilitates user.
Further, described method also includes
If described customer service request and the customer service database matching preset, then according to the answer that the customer service request preset is corresponding
Information replies.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, for the skill of this area
For art personnel, the present invention can have various modifications and variations.All within the spirit and principles in the present invention, that is made any repaiies
Change, equivalent, improvement etc., should be included within the scope of the present invention.
Claims (10)
1. an online customer service system, it is characterised in that include
Acquisition module, for obtaining the customer service request that subscription client sends, the customer service data base that inquiry is preset judges described visitor
Taking and whether include the reply message that described customer service is asked in data base, described customer service data base includes customer service request and replies letter
Breath；
Judge module, if not including the reply message that described customer service is asked in described customer service data base, then judges to send
The subscription client of described customer service request, the most by customer service client process, is then to send described customer service request to
The customer service client processed；
Distribution module, if for send described customer service request subscription client not by customer service client process, then dispatch
All online customer service clients are scheduling selecting by all online customer service clients, by not processed customer service request
It is forwarded to the online customer service client chosen.
Online customer service system the most according to claim 1, it is characterised in that described distribution module includes
Quota submodule, can also receive the quantity of subscription client for calculating each online customer service client；
Scheduling sublayer module, the quantity for receiving subscription client according to each online customer service client is scheduling choosing
Select, described customer service request is sent to the customer service client meeting prerequisite.
Online customer service system the most according to claim 1, it is characterised in that described quota submodule includes
Division unit, for calculating the time interval of adjacent two heart beatings of described customer service client, builds according to described time interval
Memory block between immediately, described time memory block includes the I D of the online customer service client of initial time and correspondence thereof；
First judging unit, for the time according to described customer service its correspondence of acquisition request, obtains it according to the described time corresponding
Time memory block, obtain online customer service client according to the I D of described time memory block storage；
Computing unit, for receiving the maximum quantity of subscription client and the most accepted subscription client according to each client
The difference of quantity, calculate each online customer service and can also receive the quantity of subscription client.
Online customer service system the most according to claim 2, its feature exists, and described scheduling sublayer module also includes
Second judging unit, is used for judging whether described customer service request meets and presets class condition, be then according to described classification bar
Described customer service request is sent to online customer service client by the allocation order that part is corresponding.
Online customer service system the most according to claim 1, it is characterised in that described judgement also includes
Automatically process submodule, if for described customer service request and the customer service database matching preset, then according to the visitor preset
The reply message of clothes request correspondence replies.
6. an online customer service method, it is characterised in that comprise the steps:
Obtaining the customer service request that subscription client sends, whether the customer service data base that inquiry is preset judges in described customer service data base
Including the reply message of described customer service request, described customer service data base includes customer service request and reply message thereof；
If described customer service data base does not include the reply message that described customer service is asked, then judge to send described customer service request
Subscription client by customer service client process, is the most, sends described customer service request to the customer service client processed
End；
If send described customer service request subscription client not by customer service client process, then dispatch all online customer services
All online customer service clients are scheduling selecting by client, be forwarded to not processed customer service request to choose
Line customer service client.
Online customer service method the most according to claim 6, it is characterised in that if the described use sending described customer service request
Family client not by customer service client process, then dispatches all online customer service clients, to all online customer service clients
End is scheduling selection and includes
Calculate each online customer service client and can also receive the quantity of subscription client；
The quantity that can also receive subscription client according to each online customer service client is scheduling selecting, and described customer service is asked
Send to the customer service client meeting prerequisite.
Online customer service method the most according to claim 6, it is characterised in that described calculating each online customer service client is also
The quantity that can receive subscription client includes
Calculate the time interval of adjacent two heart beatings of described customer service client, set up time memory block according to described time interval,
Described time memory block includes the I D of the online customer service client of initial time and correspondence thereof；
According to the time of described customer service its correspondence of acquisition request, obtain the time memory block of its correspondence according to the described time, according to
The I D of described time memory block storage obtains online customer service client；
The difference of the maximum quantity N of subscription client and quantity M of the most accepted subscription client is received according to each client,
Calculate each online customer service and can also receive the quantity of subscription client.
Online customer service method the most according to claim 6, it is characterised in that described according to each online customer service client also
The quantity of subscription client can be received be scheduling selection and include
Judge that described customer service request the most waits, be, judge the time whether overtime threshold that described customer service request waits
All online customer service clients, if exceeding described time threshold, are carried out by value according to the time length order of overtime threshold value
Scheduling selects.
Online customer service method the most according to claim 6, it is characterised in that described method also includes
If described customer service request and the customer service database matching preset, then according to the reply message that the customer service request preset is corresponding
Reply.
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