CN107222646A - call request distribution method and device - Google Patents
call request distribution method and device Download PDFInfo
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- CN107222646A CN107222646A CN201610160665.8A CN201610160665A CN107222646A CN 107222646 A CN107222646 A CN 107222646A CN 201610160665 A CN201610160665 A CN 201610160665A CN 107222646 A CN107222646 A CN 107222646A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5234—Uniform load distribution
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Exchange Systems With Centralized Control (AREA)
Abstract
The invention discloses call request distribution method and device, it is related to communication technical field, is invented to solve effectively realize the problem of equilibrium of the call request between multiple queues present in prior art.This method includes：When receiving the call request of user equipment transmission, the queue lists including at least one queue corresponding with call request are obtained；The percent of call lost and busy coefficient of each queue are determined respectively, and the percent of call lost is used for the service level for representing each queue, and the busy coefficient is used for the busy extent for representing each queue；According to the percent of call lost and busy coefficient, the optimal service coefficient of each queue is determined respectively；According to the optimal service coefficient of each queue, object queue is chosen from queue lists, and notify call request distributing equipment to distribute call request to object queue.Present invention application is in a call during heart progress call request distribution.
Description
Technical field
The present invention relates to communication technical field, more particularly to a kind of call request distribution method and device.
Background technology
Call center, is that one kind makes full use of modern communication and computer technology, such as interactive voice answering
(Interactive Voice Response, IVR) technology etc., automatically and flexibly handles the operation of a large amount of telephone services and service
Operationlocation.The call request distribution of call center is typically based on queue (Queue) progress.Wherein, queue is deposited with type of service
In corresponding relation, when carrying out call request distribution, it is necessary to determine the corresponding type of service of calling first, then call request is divided
It is fitted in queue corresponding with the type of service；Each queue can check in a number of seat, and seat is responsible for processing distribution
Calling into queue.
In actual operation, there is a situation where the same type of business of multiple queue processings, in this case, when being exhaled
Cry during request distribution, it is necessary to select an object queue to be used for the calling for handling user from multiple queues.
As shown in figure 1, there is a kind of call request distribution method being applied under above-mentioned application scenarios, tool in the prior art
Body includes：101：Receive the call request of user.102：According to user profile corresponding with the call request and user self-service
The information such as the service type selected in service process, it is determined that finally needing to provide the type of service of manual service for the user.
103：According to the type of service being pre-configured with and queue corresponding relation, the corresponding queue lists of the type of service are obtained.104：By
The expection waiting time (Expected Wait Time, EWT) of each queue in individual acquisition queue lists.105：Value is minimum
The corresponding queues of EWT as object queue, by call diversion to the object queue.
As shown in Fig. 2 EWT Computing Principle is：In certain measurement period, every a sampling period to having been turned on exhaling
The average waiting duration cried is once sampled, and by line fitting method, the flat of calling is had been turned on by multiple in measurement period
Equal waiting time is fitted to straight line, and the slope of straight line is defined as to the EWT of queue.Wherein, in Fig. 2 using measurement period as
25s, the sampling period be 5s exemplified by illustrate.
But, call request distribution method of the prior art, EWT accuracy is related to the number of sampled point, if
Sampled point is more, then can increase processing expense and processing time, less efficient.If sampled point is less, obtained EWT is calculated
Accuracy it is poor, and then influence object queue selection result, it is impossible to effectively realize call request between multiple queues
It is balanced.For example：When the turn-on time that calling is had been turned in queue is longer or queue is compared with idle, it is likely to appear in one or more
There is no new calling to connect in sampling period, correspondence sampling interval does not have sampled point, and then causes sampled point sparse, when statistics week
In phase sampled point than it is sparse when, the slope of fitting a straight line is influenceed larger by enchancement factor, calculate obtained EWT accuracy compared with
Difference, and then when being likely to occur progress calling distribution, the call request for distributing to some queues is more so that these queues are located always
In busy state, the call request for distributing to other queues is less so that these queues are constantly in the state in spare time.
The content of the invention
The present invention provides a kind of call request distribution method and device, so that solve can not be accurately pre- present in prior art
Survey EWT and then influence the selection result of object queue, and then can not effectively realize equilibrium of the call request between multiple queues
The problem of.
To reach above-mentioned purpose, the present invention is adopted the following technical scheme that：
In a first aspect, the embodiment of the present invention provides a kind of call request distribution method, including：Sent out when receiving user equipment
During the call request sent, queue lists corresponding with the call request are obtained, the queue lists include at least one team
Row；The service factor and busy coefficient of each queue are determined respectively, and the service factor is used for the service water for representing each queue
Flat, the busy coefficient is used for the busy extent for representing each queue；According to the service factor and the busy coefficient, difference
It is determined that the optimal service coefficient of each queue, the optimal service coefficient is used for the service level of each queue of integrating representation and numerous
Busy degree；According to the optimal service coefficient of each queue, object queue is chosen from the queue lists, and notify calling
Request distributing equipment distributes the call request to the object queue.
The call request distribution method that the present invention is provided, after the queue lists comprising multiple queues are obtained, determines team
The value of the service factor of each queue and busy the two parameters of coefficient, then considers the two parameters in row list, point
The optimal service coefficient of each queue, and then the value size of the optimal service coefficient according to each queue are not determined, from queue
Object queue is chosen in list, and notifies call request distributing equipment to distribute call request to the object queue, with existing skill
EWT is estimated by the method for statistic sampling in art, object queue is then chosen according to the EWT of each queue and compared, the present invention is carried
The call request distribution method of confession, when choosing object queue, using optimal service coefficient as reference frame, the optimal service coefficient
Consider the busy coefficient of the service factor for the service level that can reflect each queue and the busy extent of each queue,
Therefore service level is preferably and relative in using the object queue that the call request distribution method of the present invention is chosen for queue lists
Notr busy queue, when the service level and busy extent of queue change, the object queue of selection can also change therewith, keep away
Exempt under the busier situation of some queue, the queue still is distributed into call request, and then can effectively realize call request
Equilibrium between multiple queues.
With reference in a first aspect, in the first implementation of first aspect, the service that each queue is determined respectively
Coefficient and busy coefficient, are specifically included：The value of each index in the corresponding monitor control index set of each queue is obtained respectively；Root
According to the value of each index in the monitor control index set, the service factor and busy coefficient of each queue are determined respectively.The reality
Existing mode gives a kind of possible implementation of service factor and busy coefficient, in the implementation, monitor control index set
In the value of monitor control index be real-time change, service factor and busy coefficient can be by related to queue practical operation situation
Monitor control index obtain, thus service factor can effectively reflect the service level of queue in real time, and busy coefficient can be real-time
The busy extent of effective reflection queue, then also can using service factor rate and busy coefficient as according to the optimal service coefficient determined
The service level and busy extent of enough reflection queues effective in real time, and then choosing mesh by foundation of optimal service coefficient every time
When marking queue, the preferable and more idle queue of service level in queue lists can be accurately selected.
With reference to the first implementation of first aspect, in second of implementation of first aspect, the monitoring refers to
Mark set include calling number of ports, calling call loss number, current Waiting for Call number, currently registration number of seats, free time number of seats and
The number of seats conversed.The implementation gives the monitor control index set for calculating service factor and busy coefficient
A kind of specific implementation.In practical application, have much with the index of correlation of queue running status, chosen in the implementation
These parameters determine to have a direct impact on service factor and busy coefficient and influenceing larger index according to These parameters
Service factor and busy coefficient also intuitively can effectively reflect the service level and busy extent of queue.In monitor control index collection
In other implementations closed, monitor control index set is also possible that other indexs, the average waiting duration of such as call establishment.
With reference to the first implementation or second of implementation of first aspect, in the third realization side of first aspect
In formula, the value according to each index in the monitor control index set determines the service factor of each queue and numerous respectively
Busy coefficient, is specifically included：According to the calling number of ports and calling call loss number, the service factor of each queue is determined respectively；Root
According to the current Waiting for Call number, number of seats, idle number of seats and the number of seats conversed currently are registered, is determined respectively every
The busy coefficient of individual queue.The implementation is given in the case where monitor control index set includes 6 indexs described above,
Service factor and busy coefficient can be calculated according to which index respectively to be obtained.
With reference to the third implementation of first aspect, in the 4th kind of implementation of first aspect, the service system
Number is the percent of call lost, described according to the calling number of ports and calling call loss number, the service factor of each queue is determined respectively, specifically
Including：According to the calling number of ports, calling call loss number and formula
The percent of call lost of each queue is determined respectively.It is the percent of call lost, and monitor control index set bag that the implementation, which is given in service factor,
In the case of including above-mentioned 6 indexs, the percent of call lost calculates obtained implementation according to monitor control index.
With reference to the third implementation of first aspect, in the 5th kind of implementation of first aspect, work as described in the basis
Preceding Waiting for Call number, currently registration number of seats, idle number of seats and the number of seats conversed, determine the numerous of each queue respectively
Busy coefficient, is specifically included：According to the current Waiting for Call number, currently register number of seats, idle number of seats and the seat conversed
Seat number and formula
The busy coefficient of each queue is determined respectively, wherein, a1+a2=1.The implementation is given in monitor control index set including upper
In the case of text 6 indexs, busy coefficient calculates obtained specific implementation according to monitor control index.
With reference in a first aspect, or first aspect the first implementation, second implementation, the third realization side
Any one in formula, the 4th kind of implementation, the 5th kind of implementation, in the 6th kind of implementation of first aspect, institute
Service factor is stated for the percent of call lost, it is described according to the service factor and the busy coefficient, the optimal of each queue is determined respectively
Service factor, is specifically included：According to the percent of call lost and the busy coefficient and formula
Optimal service coefficient=b1 × the percent of call lost+b2 × busy coefficient, determines the optimal service coefficient of each queue respectively,
Wherein, b1 and b2 are respectively the weight of the percent of call lost and busy coefficient, b1+b2=1；The optimal clothes according to each queue
Business coefficient, chooses object queue from the queue lists, specifically includes：By the team that service factor in the queue lists is minimum
Row are defined as the object queue implementation and give the optimal service coefficient that queue is determined according to the percent of call lost and busy coefficient
A kind of specific implementation and under this implementation, chooses a kind of specific implementation of object queue.
Second aspect, the present invention provides a kind of call request distributor, including：Receiving module, sets for receiving user
The call request that preparation is sent；Processing module, for when the receiving module receives the call request that user equipment is sent, obtaining
Queue lists corresponding with the call request are taken, the queue lists include at least one queue；Each team is determined respectively
The service factor of row and busy coefficient, the service factor are used for the service level for representing each queue, and the busy coefficient is used
In the busy extent for representing each queue；According to the service factor and the busy coefficient, each queue is determined respectively most
Good service factor, the optimal service coefficient is used for the service level and busy extent of each queue of integrating representation；According to each
The optimal service coefficient of queue, object queue is chosen from the queue lists；Notification module, for notifying call request
Distributing equipment distributes the call request object queue determined to the processing module.
The call request distributor that the present invention is provided, when receiving module receives the call request that user equipment is sent,
Processing module is obtained after the queue lists comprising multiple queues, determines the service factor of each queue and busy system in queue lists
The value of the two parameters of number, then considers the two parameters, the optimal service coefficient of each queue, Jin Ergen is determined respectively
According to the value size of the optimal service coefficient of each queue, object queue is chosen from queue lists, and notify call request point
Call request is distributed to the object queue with equipment, EWT, Ran Hougen are estimated with the method in the prior art by statistic sampling
Object queue is chosen according to the EWT of each queue to compare, the call request distributor that the present invention is provided, processing module is choosing mesh
When marking queue, using optimal service coefficient as reference frame, the optimal service coefficient, which has considered, can reflect each queue
The busy coefficient of the service factor of service level and the busy extent of each queue, therefore using the call request distribution of the present invention
The object queue that device is chosen is service level preferably and relatively not busy queue in queue lists, when queue service level and
When busy extent changes, the object queue of selection can also change therewith, it is to avoid under the busier situation of some queue, still
The queue is distributed into call request, and then can effectively realize equilibrium of the call request between multiple queues.
With reference to second aspect, in the first implementation of second aspect, the processing module, specifically for obtaining respectively
Take the value of each index in the corresponding monitor control index set of each queue；According to each index in the monitor control index set
Value, determines the service factor and busy coefficient of each queue respectively.
With reference to the first implementation of second aspect, in second of implementation of second aspect, the monitoring refers to
Mark set include calling number of ports, calling call loss number, current Waiting for Call number, currently registration number of seats, free time number of seats and
The number of seats conversed.
With reference to second of implementation of second aspect, in the third implementation of second aspect, the processing mould
Block, specifically for according to the calling number of ports and calling call loss number, the service factor of each queue is determined respectively；According to described
Current Waiting for Call number, currently registration number of seats, idle number of seats and the number of seats conversed, determine each queue respectively
Busy coefficient.
With reference to the third implementation of second aspect, in the 4th kind of implementation of second aspect, the processing mould
Block, specifically for when the service factor is the percent of call lost, according to the calling number of ports, calling call loss number and formulaThe percent of call lost of each queue is determined respectively.
With reference to the third implementation of second aspect, in the 5th kind of implementation of second aspect, the processing mould
Block, specifically for according to the current Waiting for Call number, currently registration number of seats, idle number of seats and the seat conversed
Number and formula Point
The busy coefficient of each queue is not determined, wherein, a1+a2=1.
With reference to the first implementation, second implementation, the third realization side of second aspect, or second aspect
Any one in formula, the 4th kind of implementation, the 5th kind of implementation, in the 6th kind of implementation of second aspect, institute
State processing module, specifically for when the service factor is the percent of call lost, according to the percent of call lost and the busy coefficient and
Formula
Optimal service coefficient=b1 × the percent of call lost+b2 × busy coefficient, determines the optimal service coefficient of each queue respectively,
Wherein, b1+b2=1；
The processing module, is specifically additionally operable to the minimum queue of service factor in the queue lists being defined as target team
Row.
The third aspect, the present invention provides a kind of call request distributor, including：Receiver, processor, memory, hair
Emitter and bus, the receiver, processor, memory and transmitter are interconnected by bus.Wherein, the memory is used
In the application code of the storage computing device above method；What the processor was stored for performing in the memory should
Use program code；The call request distributor can also include communication interface, for call request distributor and other
Equipment or communication.
Specifically, the receiver is used for the call request for receiving user equipment transmission.
The processor, for when the receiver receive user equipment transmission call request when, obtain with it is described
The corresponding queue lists of call request, the queue lists include at least one queue；The service of each queue is determined respectively
Coefficient and busy coefficient, the service factor are used for the service level for representing each queue, and the busy coefficient is used to represent every
The busy extent of individual queue；According to the service factor and the busy coefficient, the optimal service system of each queue is determined respectively
Number, the optimal service coefficient is used for the service level and busy extent of each queue of integrating representation；According to the institute of each queue
Optimal service coefficient is stated, object queue is chosen from the queue lists.
The transmitter, for being sent a notification message to call request distributing equipment with notify call request distributing equipment will
The call request is distributed to the object queue.
The call request distributor that the present invention is provided, processor is used to obtain after the queue lists comprising multiple queues,
The value of the service factor of each queue and busy the two parameters of coefficient in queue lists is determined, the two ginsengs are then considered
Number, determines the optimal service coefficient of each queue, and then the value size of the optimal service coefficient according to each queue respectively, from
Object queue is chosen in queue lists；Transmitter notifies call request distributing equipment to distribute call request to the object queue,
Estimate EWT with the method in the prior art by statistic sampling, object queue then chosen according to the EWT of each queue and compared,
The call request distributor that the present invention is provided, processor is when choosing object queue, using optimal service coefficient as reference frame,
The optimal service coefficient considered the service level that can reflect each queue service factor and each queue it is busy
The busy coefficient of degree, thus use the present invention call request distributor choose object queue for queue lists in service
The preferable and relatively not busy queue of level, when the service level and busy extent of queue change, the object queue of selection
Also it can therewith change, it is to avoid under the busier situation of some queue, the queue still be distributed into call request, and then can have
Effect realizes equilibrium of the call request between multiple queues.
With reference to the third aspect, in the first implementation of the third aspect, the processor, specifically for obtaining respectively
The value of each index in the corresponding monitor control index set of each queue；Taken according to each index in the monitor control index set
Value, determines the service factor and busy coefficient of each queue respectively.
With reference to the first implementation of the third aspect, in second of implementation of the third aspect, the monitoring refers to
Mark set include calling number of ports, calling call loss number, current Waiting for Call number, currently registration number of seats, free time number of seats and
The number of seats conversed.
With reference to second of implementation of the third aspect, in the third implementation of the third aspect, the processor,
Specifically for according to the calling number of ports and calling call loss number, the service factor of each queue is determined respectively；Worked as according to described
Preceding Waiting for Call number, currently registration number of seats, idle number of seats and the number of seats conversed, determine each queue respectively
Busy coefficient.
With reference to the third implementation of the third aspect, in the 4th kind of implementation of the third aspect, the processor,
Specifically for when the service factor is the percent of call lost, according to the calling number of ports, calling call loss number and formulaThe percent of call lost of each queue is determined respectively.
With reference to the third implementation of the third aspect, in the 5th kind of implementation of the third aspect, the processor, tool
Body is used for according to the current Waiting for Call number, currently registration number of seats, idle number of seats and the number of seats conversed with
And formula Point
The busy coefficient of each queue is not determined, wherein, a1+a2=1.
With reference to the first implementation, second implementation, the third realization side of the third aspect, or the third aspect
Any one in formula, the 4th kind of implementation, the 5th kind of implementation, in the 6th kind of implementation of the third aspect, institute
Processor is stated, specifically for when the service factor is the percent of call lost, according to the percent of call lost and the busy coefficient and public affairs
Formula
Optimal service coefficient=b1 × the percent of call lost+b2 × busy coefficient, determines the optimal service coefficient of each queue respectively,
Wherein, b1+b2=1；The processor, is specifically additionally operable to the minimum queue of service factor in the queue lists being defined as mesh
Mark queue.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
There is the accompanying drawing used required in technology description to be briefly described, it should be apparent that, drawings in the following description are only this
Some embodiments of invention, for those of ordinary skill in the art, on the premise of not paying creative work, can be with
Other accompanying drawings are obtained according to these accompanying drawings.
A kind of schematic flow sheet for call request distribution method that Fig. 1 provides for prior art；
The Computing Principle schematic diagram for the EWT that Fig. 2 provides for prior art；
Fig. 3 is the schematic diagram of call center system；
Fig. 4 is a kind of schematic diagram of call request distribution system provided in an embodiment of the present invention；
Fig. 5 is computer equipment schematic diagram provided in an embodiment of the present invention；
Fig. 6 is a kind of schematic flow sheet of call request distribution method provided in an embodiment of the present invention；
Fig. 7 is a kind of structural representation of call request distributor provided in an embodiment of the present invention.
Embodiment
Below in conjunction with the accompanying drawing in the present embodiment, the technical scheme in the present embodiment is clearly and completely described,
Obviously, described embodiment is only a part of embodiment of the invention, rather than whole embodiments.Based in the present invention
Embodiment, the every other embodiment that those of ordinary skill in the art are obtained under the premise of creative work is not made, all
Belong to the scope of protection of the invention.
The network architecture and business scenario of description of the embodiment of the present invention are in order to which more clearly the explanation present invention is implemented
The technical scheme of example, does not constitute the restriction for technical scheme provided in an embodiment of the present invention, those of ordinary skill in the art
Understand, with the differentiation and the appearance of new business scene of the network architecture, technical scheme provided in an embodiment of the present invention is for similar
Technical problem, it is equally applicable.
At present, many enterprises set up call center, and user can be exhaled by dialing the modes such as hot line to call center's transmission
Request is cried to carry out business consultation or require to provide technical support etc..After call center receives call request, meeting and user
Interactive voice answering is carried out, in this process, user may carry out the operation such as button to ask manual service, call center
When the key information and confirmation for receiving user need to provide the user manual service, it is determined that needing to provide the user manual service
Service type, and further choose queue for user so that call request is forwarded into the queue.During queue is chosen,
Exist under the scene of the multiple queues of same service type correspondence, this scene, there are needs and a team is chosen from multiple queues
Arrange as eventually for the queue for handling the call request.For example：User is during the use of mobile phone, if it is desired to inquire about industry
The information make sure with correlation, such as：Service condition of flow package etc., then can dial the service hotline of telecom operators, and lead to
Cross button operation request and manual service is provided, if the multiple alternative teams of type of service correspondence of user's request manual service
Row, then the call center of telecom operators needs to choose suitable queue to provide the inquiry request of user.
As shown in figure 3, existing call center generally comprises computer telephone integration (Computer Telephony
Integration, CTI) server 200 and manual position subsystem 300.Wherein, cti server 200 include IVR modules 201,
Core control service (Core Control Service, CCS) module 202 and the database 203 for storing customer data
Deng.Specifically, IVR modules 201 be used for receive user transmission call request, provide the user customizable automatic service and
Route processing logic, for example：The object queue of the call request for handling user is chosen from multiple queues, it is implemented
Form refers to prior art；CCS modules 202 are used for the routing policy for providing solidification and calling distribution capability, for example：In IVR
Module is determined after the object queue for handling call request, according to certain priority principle or arrive first first principle from
Seat operator is chosen in object queue to handle the call request of user；Database 203 is used to provide customer information and route
Related data of rule configuration etc..Manual position subsystem 300 includes multiple seat computer equipments, and seat operator can grasp
Make the seat computer equipment and carry out man-machine interactively etc. with user.
As shown in figure 4, call request distribution system provided in an embodiment of the present invention includes routing device 400 and call request
Distributing equipment 500.
Wherein, routing device 400 is used for after the call request of user equipment transmission is received, and distribution queue is to handle this
Call request.Call request distributing equipment 500 is used to provide some information for routing device 400, and the monitoring of such as each queue refers to
Mark etc., and after routing device have chosen object queue, seat words call request further distributed into object queue
Business person etc..In practical application, routing device 400 can be able to be for the IVR modules shown in Fig. 3, call request distributing equipment 500
CCS modules shown in Fig. 3.
As shown in figure 5, the routing device in Fig. 4 can be realized in the way of the computer equipment (or system) in Fig. 5.
Fig. 5 show computer equipment schematic diagram provided in an embodiment of the present invention.Computer equipment 600 includes at least one
Processor 601, communication bus 602, memory 603, receiver 604, transmitter 605 and at least one communication interface 606.
Processor 601 can be a general central processor (CPU), microprocessor, ASIC
(application-specific integrated circuit, ASIC), or it is one or more for controlling the present invention program
The integrated circuit that program is performed.
Communication bus 602 may include a path, and information is transmitted between said modules.The communication interface 606, is applicable and appoints
The device of what class of transceiver one, for other equipment or communication, such as Ethernet, wireless access network (RAN), wirelessly
LAN (Wireless Local Area Networks, WLAN) etc..
Memory 603 can be read-only storage (read-only memory, ROM) or can store static information and instruction
Other kinds of static storage device, random access memory (random access memory, RAM) or letter can be stored
Breath and the other kinds of dynamic memory or EEPROM (Electrically of instruction
Erasable Programmable Read-Only Memory, EEPROM), read-only optical disc (Compact Disc Read-
Only Memory, CD-ROM) or other optical disc storages, laser disc storage (including compression laser disc, laser disc, laser disc, digital universal
Laser disc, Blu-ray Disc etc.), magnetic disk storage medium or other magnetic storage apparatus or can be used in carrying or store with referring to
The desired program code of order or data structure form and can by computer access any other medium, but not limited to this.
Memory can be individually present, and be connected by bus with processor.Memory can also be integrated with processor.
Wherein, the memory 603 is used to store the application code for performing the present invention program, and by processor 601
To control to perform.The processor 601 is used to perform the application code stored in the memory 603.
In the specific implementation, as a kind of embodiment, processor 601 can include in one or more CPU, such as Fig. 5
CPU0 and CPU1.
In the specific implementation, as a kind of embodiment, computer equipment 600 can include in multiple processors, such as Fig. 5
Processor 601 and processor 609.Each in these processors can be monokaryon (single-CPU) processor,
It can also be multinuclear (multi-CPU) processor.Here processor can refer to one or more equipment, circuit, and/or
Process cores for processing data (such as computer program instructions).
In the specific implementation, as a kind of embodiment, computer equipment 600 can also include output equipment 607 and input
Equipment 608.Output equipment 607 and processor 601 are communicated, and display information can be carried out in many ways.For example, output equipment 607
Can be liquid crystal display (liquid crystal display, LCD), Light-Emitting Diode (light emitting diode,
LED) display device, cathode-ray tube (cathode ray tube, CRT) display device, or projecting apparatus (projector) etc..
Input equipment 608 and processor 601 communicate, and can receive the input of user in many ways.For example, input equipment 608 can be with
It is mouse, keyboard, touch panel device or sensing equipment etc..
Above-mentioned computer equipment 600 can be an a general purpose computing device either dedicated computing machine equipment.
In the specific implementation, computer equipment 600 can be desktop computer, portable computer, the webserver, palm PC
(Personal Digital Assistant, PDA), cell phone, tablet personal computer, wireless terminal device, communication equipment, insertion
Formula equipment or the equipment for having similar structures in Fig. 5.The embodiment of the present invention does not limit the type of computer equipment 600.
Routing device 400 can realize software module by the program code in processor and memory, realize from
Object queue is chosen in queue lists to handle the call request of user.
As shown in fig. 6, the embodiment of the present invention provides a kind of call request distribution method, applied to above-mentioned application scenarios and figure
System architecture shown in 4, this method includes：
701：When receiving the call request of user equipment transmission, routing device obtains corresponding with the call request
Queue lists.
User equipment involved by the application can include the various handheld devices with radio communication function, vehicle-mounted set
Standby, wearable device, computing device or the other processing equipments for being connected to radio modem, and various forms of users
Equipment (User Equipment, UE), mobile station (Mobile station, MS), terminal (terminal), terminal device
(Terminal Equipment), software terminal etc. possesses the equipment communicated with call center.For convenience of description, the application
In, apparatus mentioned above is referred to as user equipment or UE.
Wherein, carried in the signified call request of this step caller rs number, called party number, calling party IP address,
The information such as the key information that callee's IP address and user input during interactive voice answering.
Signified queue lists include at least one queue in this step, each queue to that should have a queue identity,
Different queues can be distinguished by queue identity, the queue identity can be queued name, queue number etc..
During the implementing of this step, routing device according to the caller rs number carried in call request message,
Database is inquired about, the business information such as the customer attribute informations such as the user name of user, the business handled are can obtain；According to calling
Key information in request message, it may be determined that finally need to provide the user the type of service of manual service.Business is being determined
After type, then the type of service and the corresponding relation of queue being pre-configured with from database, obtain corresponding with the type of service
Queue lists including at least one queue.This implements process and refers to prior art, and the embodiment of the present invention is repeated no more.
Optionally, during the implementing of this step, there is queue and although allocated one or more seats in advance
Operator, but may all seat operators be in resting state, can not temporarily handle in call request, namely queue does not have
The scene of seat operator check-in.Therefore, after queue lists are obtained, it can exclude after the queue checked in without seat operator
The processing procedure of subsequent step is carried out again.
702：Routing device determines the service factor and busy coefficient of each queue respectively.
Wherein, the service factor is used for the service level for representing each queue, and the busy coefficient is used to represent each
The busy extent of queue.
Service factor can represent that the percent of call lost and percent of call completed are a pair of complementary indexs, energy with the percent of call lost or percent of call completed
It is enough in the service level for weighing queue.For the ease of description, hereinafter illustrated so that service factor is the percent of call lost as an example.
The percent of call lost can be represented by calling call loss number and calling call loss number, the ratio of calling number of ports sum in certain time.Wherein, team
The percent of call lost lower (percent of call completed is higher) of row represents that the stand-by period of user may be shorter, and the service level of queue is higher, then will
Call request is assigned to the relatively low queue of the percent of call lost, enables to user to get people's work clothes within the relatively short stand-by period
Business.
However, the percent of call lost is cumulative statistics index, the key factor of the influence percent of call lost refer to fix time in number of ports and
Call loss number, it is however generally that, in order to reduce the operand of server, the statistics is periodically flushed rather than refreshed in real time,
And comparatively the distribution to call request then instantaneously completes, for example：Completed in 1~2 second.If only considering percent of call lost list
Individual index, the then when telephone traffic of the heart is more in a call, it is understood that there may be substantial amounts of call request distributes to some percent of call lost simultaneously
Relatively low queue, causes the queue short time jam situation of a large amount of call requests occur, but in the short time, counts obtained queue
Call establishment number and the change that occurs of call loss calls it is smaller, therefore the situation of this large amount of new call request generally requires
Continuing the one relatively long time (2~3 minutes) can just be embodied in the change of the percent of call lost, and then can just adjust call request
Distribution, this adjustment has " hysteresis quality ".Therefore, the percent of call lost can not preferably embody the busy journey of this " instantaneity " of queue
Degree.Therefore, it is necessary to which increase by one being capable of sensitive reflection team on the basis of the percent of call lost is considered during object queue is chosen
The modifying factor of row busy extent, in embodiments of the present invention, the modifying factor are busy coefficient, and busy coefficient is implemented
Mode is visible to be described in detail hereinafter.
703：Routing device determines the optimal service of each queue respectively according to the service factor and the busy coefficient
Coefficient.
In this step in the specific implementation, when service factor is the percent of call lost, can according to the percent of call lost and busy coefficient and
Formula (1) determines the optimal service coefficient (Best Service Rate, BSR) of each queue.
Optimal service coefficient=b1 × the percent of call lost+b2 × busy coefficient (1)
Wherein, b1 is the corresponding default weight of the percent of call lost, and b2 is the corresponding default weight of busy coefficient, b1+b2=1.
Wherein, the corresponding default weight b2 of the percent of call lost corresponding default weight b1 and busy coefficient can with it is identical can not also
Together.The corresponding weight distribution of the two factors, can be by investigating in practical application, and the percent of call lost and busy coefficient are in call request point
Influence in matching somebody with somebody is obtained.For example：When the influence that the percent of call lost is distributed call request is larger, the corresponding weight of the percent of call lost can be set
Weight corresponding more than busy coefficient.
BSR value is capable of the service level and busy extent of concentrated expression queue, and BSR value is smaller, shows the clothes of queue
Business situation is preferable, and other relative queues are notr busy.
704：Routing device chooses object queue according to the optimal service coefficient of each queue from the queue lists.
After the BSR of each queue during queue lists are determined according to step 703, according to the BSR of each queue from queue
Object queue is chosen in list.For example：The maximum queues of BSR can be defined as to object queue or the minimum queues of BSR are defined as
Object queue.
Optionally, after BSR is determined according to formula (1), the minimum queue of BSR values is preferable and more idle for service level
Queue, therefore the queue is defined as object queue.
It is equal if there is the optimal service coefficient of two or more queues during the implementing of this step
For minimum value, then a queue is randomly selected from described two or two or more queue as object queue.
705：Routing device notifies call request distributing equipment to distribute the call request to object queue.
Optionally, routing device informs the attribute of call request distributing equipment object queue after object queue is determined
Information, call request distributing equipment be able to will be exhaled according to the attribute information of the attribute information of object queue and the call request of acquisition
Request distribution is cried to object queue.Wherein, the attribute information of the object queue can be the title or target of object queue
Numbering of queue etc. can be used in distinguishing the identification information of different queue；The attribute information of call request is similarly differentiation difference and exhaled
It is the information of request, the caller rs number of such as call request.
Call request distributing equipment distributes call request to object queue, according still further to certain priority principle or elder generation
It is that call request distributes seat operator for handling this call request to the principle first distributed, the detailed process is referred to
Prior art, the embodiment of the present invention is repeated no more.
Call request distribution method provided in an embodiment of the present invention, after the queue lists comprising multiple queues are obtained,
The value of the service factor of each queue and busy the two parameters of coefficient in queue lists is determined, the two ginsengs are then considered
Number, determines the optimal service coefficient of each queue, and then the value size of the optimal service coefficient according to each queue respectively, from
Object queue is chosen in queue lists, and notifies call request distributing equipment to distribute call request to the object queue, with showing
There is the method estimation EWT by statistic sampling in technology, object queue is then chosen according to the EWT of each queue and compared, this hair
The call request distribution method of bright offer, when choosing object queue, using optimal service coefficient as reference frame, the optimal service
Coefficient has considered the busy of the service factor for the service level that can reflect each queue and the busy extent of each queue
Coefficient, thus in using the object queue that the call request distribution method of the present invention is chosen for queue lists service level it is preferable and
Relatively not busy queue, when the service level and busy extent of queue change, the object queue of selection can also become therewith
Change, it is to avoid under the busier situation of some queue, the queue still is distributed into call request, and then can effectively realize calling
Ask the equilibrium between multiple queues.
Optionally, during the implementing of step 702, the percent of call lost that each queue is determined respectively and busy system
Number, is specifically included：The value of each index in the corresponding monitor control index set of each queue is obtained respectively；Referred to according to the monitoring
The value of each index, determines the percent of call lost and busy coefficient of each queue respectively in mark set.The implementation, which gives, exhales
A kind of possible implementation of loss rate and busy coefficient, in the implementation, the percent of call lost and busy coefficient can by with team
The related monitor control index of row practical operation situation is obtained, thus the percent of call lost can effectively reflect the service level of queue in real time,
Busy coefficient can effectively reflect the busy extent of queue in real time, then using the percent of call lost and busy coefficient to be optimal according to what is determined
Service factor is also capable of the service level and busy extent of effective concentrated expression queue in real time, and then every time with optimal service
When coefficient is according to object queue is chosen, the preferable and more idle team of service level in queue lists can be accurately selected
Row.
The value of each index during routing device can obtain monitor control index set from call request distributing equipment.Practical application
In, index that call request distributing equipment is monitored in real time, related to call request includes current registration number of seats B, sky
Not busy number of seats C, call queue set maximum queue number D, specify the time in number of ports F, specify the time in call loss number G, connect
During the most long wait that logical average waiting duration H, current Waiting for Call number I, the number of seats J conversed, wait are called at most
Between the index such as K, estimation stand-by period L, M, N second number of ports N of average call duration, wherein N's in the N second number of ports of meaning takes
Value can be 20,30,60.
Wherein, calling number of ports F, calling call loss number G, current Waiting for Call number I, current registration number of seats B, idle seat
Number C and number of seats J this 6 indexs conversed are to have a direct impact on the percent of call lost and busy coefficient and influence larger finger
Mark, and then the percent of call lost and busy coefficient that are determined according to this 6 indexs also intuitively can effectively reflect the service level of queue
And busy extent.
Specifically, in above-mentioned 6 indexs, calling number of ports F and calling call loss number G are the index related to the percent of call lost.
Wherein, calling number of ports F represents the calling sum connected in a period of time in queue；Calling call loss number G represents one
Loss call sum in queue in the section time, the percent of call lost then accounts for all-calls number (calling number of ports F+ for calling call loss number G
Call call loss number G) ratio.
Therefore, in the value according to each index in the monitor control index set, exhaling for each queue is determined respectively
Loss rate and busy coefficient, are specifically included：According to the calling number of ports and calling call loss number, the call loss of each queue is determined respectively
Rate；More specifically, exhaling for each queue can be determined respectively according to the calling number of ports, calling call loss number and formula (2)
Loss rate.
In above-mentioned 6 indexs, current Waiting for Call number I, current registration number of seats B, free time number of seats C and converse
In number of seats J be the index related to the busy coefficient of queue.
Wherein, idle number of seats C directly embodies the busy situation of queue, typically, and the idle number of seats of queue is 0,
Represent that queue is busy, idle number of seats is more than 0 and represents that platoon ratio is more idle.
Current Waiting for Call number I can also directly embody the busy situation of queue, it is however generally that, the current Waiting for Call of queue
Number I is more, represents that queue is busier.
Further, since the number of seats of different queue check-in is different, and exist in queue some rests, show it is busy etc. temporarily not
Connect the seat of calling, thus queue busy extent also with current registration seat number B and the number of seats J phases conversed
Close.Specifically, currently registration number of seats B can reflect that queue can be while the call number handled, current registration number of seats B be got over
Big queue, the call number that can be handled simultaneously is bigger.The number of seats J conversed, represents to handle in queue and exhales
It is the number of seats of request, and collectively constituted can working position number by free time number of seats C.
Process is implemented set forth below is busy coefficient：
There are application scenarios 1：When telephone traffic is less, there are multiple idle queues, then in queue compared with idle：
There are application scenarios 2：When telephone traffic is more, queue is compared with busy, and in the absence of idle seat, and all seats are in
Talking state, then
Wherein, in application scenarios 2, idle number of seats is generally 0, therefore, and the busy coefficient of busy queue also may indicate that
For：Additionally, it is possible to there is a situation where that idle number of seats and current talking number of seats are 0, to keep away
Exempt to occur the denominator of above-mentioned formula and cause to calculate for 0 to malfunction, the busy coefficient of busy is revised, the busy system of revised busy
Number can be expressed as：
Formula (5) expression implication be, when queue Waiting for Call number be more than queue in can working position number when, represent team
Row are very busy, then the busy coefficient value of busy is 1.
The signified busy coefficient of the embodiment of the present invention is to be obtained after being combined the busy coefficient of idle, the busy coefficient of busy,
As shown in following formula (6)：
With reference to formula (1), (2) and (6), it can obtain, the BSR of queue is；
Pass through the formula, it can be deduced that, during the BSR of multiple queues is compared, when equal in multiple queues
Without can working position, namely (idle number of seats C+ current talkings number of seats J) exist when being 0 or in multiple queues it is current
Waiting for Call number I be far longer than in queue can working position number (C+J) situation when, the busy coefficient of busy of multiple queues takes
Value is 1, and the value of the busy coefficient of idle is 0, and the BSR for comparing these queues depends primarily on the size of the percent of call lost；When
When the current Waiting for Call number I values of multiple queues are 0, represent that multiple platoon ratios are more idle, the busy of multiple queues is busy
Coefficient value is constant 0, and the BSR for comparing these queues depends primarily on the busy coefficient of idle and the percent of call lost.
In practical application, as long as obtaining the value of the monitor control index of each queue, and counted respectively according to formula described previously
After the BSR for calculating each queue, compare each BSR value, the minimum queue of BSR values is defined as object queue.
For clearer explanation call request distribution method provided in an embodiment of the present invention, included with some call center
Queue 1 to 7 exemplified by totally 7 queues, illustrates the selection process of object queue, and table 1 is each in the monitor control index set of this 7 queues
The value of the value of individual index and the BSR obtained according to the exploitation of each index in monitor control index set.
Table 1
Analytical table 1 can be obtained, in queue 1 to 7, and the BSR of queue 1 is smaller, show that the service level of queue 1 is preferably and relative
It is notr busy, thus it is final object queue to choose queue 1.
In practical application, it is also possible to there is a situation where multiple queues BSR values it is identical and all be minimum value, then it is many from this
1 queue is randomly selected in individual queue.Exemplified by call center still described earlier is including queue 1 to queue 7 totally 7 queues, table 2
For the value and the value according to each index in monitor control index set of each index in the monitor control index set of this 7 queues
Calculate obtained BSR value.
Table 2
Analytical table 2 can be obtained, and the BSR of queue 1 and queue 7 is 1.07, be the minimum value in this 7 queues, then entered
When row call request is distributed, one is randomly selected from queue 1 and queue 7 as object queue.
Assuming that the BSR result of calculations according to table 2, selection queue 7 is object queue, but as shown in Table 2, practical application
In, the idle number of seats C and the number of seats J that converses of queue 7 value are 0.Then after this call request is assigned with, team
The value of each monitor control index of row 7 and obtained BSR is thus calculated as shown in following table table 3.
Table 3
As shown in Table 3, because the idle number of seats and number of seats of conversing of queue 7 are 0, then exhaled in this sub-distribution
Cry after request, its BSR becomes big, more than other all queues, then when carrying out next call request distribution, new call request will
Queue 7 will not be reallocated to.
As shown in fig. 7, the embodiment of the present invention additionally provides a kind of call request distributor, including：
Receiving module 801, the call request for receiving user equipment transmission.
Wherein, receiving module 801 can be that can realize the entity device or virtual module of above-mentioned functions.Concrete application
In, receiving module 801 can be realized by the receiver 604 shown in Fig. 5, and the concrete processing procedure of receiving module refers to institute above
The step 701 stated, here is omitted.
Processing module 802, for when receiving the call request of user equipment transmission, obtaining and the call request pair
The queue lists answered, the queue lists include at least one queue；
The service factor and busy coefficient of each queue are determined respectively, and the service factor is used for the clothes for representing each queue
Business level, the busy coefficient is used for the busy extent for representing each queue；
According to the service factor and the busy coefficient, determine the optimal service coefficient of each queue respectively, it is described most
Good service factor is used for the service level and busy extent of each queue of integrating representation；
According to the optimal service coefficient of each queue, object queue is chosen from the queue lists.
Wherein, processing module 802 can be that can realize the entity device or virtual module of above-mentioned functions.Concrete application
In, the above-mentioned functions of processing module 802 can be realized by the processor 601 and processor 609 shown in Fig. 5.Processing module
Above-mentioned processing procedure refers to step 701 above described in embodiment of the method part to step 704, and here is omitted.
Notification module 803, for notifying call request distributing equipment to distribute the call request to the object queue
In.
Wherein, notification module 803 can be that can realize the entity device or virtual module of above-mentioned functions.Concrete application
In, the above-mentioned functions of notification module 803 can be realized by the transmitter 605 shown in Fig. 5.The above-mentioned processing of notification module 803
Process refers to step 705 described previously, and here is omitted.
Further, the processing module 802, specifically for obtaining respectively in the corresponding monitor control index set of each queue
The value of each index；According to the value of each index in the monitor control index set, the service system of each queue is determined respectively
Number and busy coefficient.
Processing module 802 determines that the process of the service factor, busy coefficient and optimal service coefficient of each queue can join
Test method embodiment part, here is omitted.
Call request distributor provided in an embodiment of the present invention, acquisition module is used to obtain the queue for including multiple queues
After list, processing module is used for the value for determining the service factor of each queue and busy the two parameters of coefficient in queue lists,
Then consider the two parameters, the optimal service coefficient of each queue is determined respectively, and then according to the optimal of each queue
The value size of service factor, chooses object queue, and notify call request distributing equipment by call request from queue lists
Distribution estimates EWT, then according to the EWT of each queue to the object queue with the method in the prior art by statistic sampling
Choose object queue to compare, the call request distributor that the present invention is provided, processing module is when choosing object queue, with optimal
Service factor is reference frame, and the optimal service coefficient has considered the service system for the service level that can reflect each queue
The busy coefficient of number and the busy extent of each queue, therefore the target team of the call request distributor selection using the present invention
The preferable and relatively not busy queue of service level in queue lists is classified as, when the service level and busy extent of queue change
When, the object queue of selection can also change therewith, it is to avoid under the busier situation of some queue, still distribute to call request
The queue, and then can effectively realize equilibrium of the call request between multiple queues.
Through the above description of the embodiments, it is apparent to those skilled in the art that the present invention can be borrowed
Software is helped to add the mode of required common hardware to realize, naturally it is also possible to which the former is more preferably by hardware, but in many cases
Embodiment.Understood based on such, the portion that technical scheme substantially contributes to prior art in other words
Dividing can be embodied in the form of software product, and the computer software product is stored in the storage medium that can be read, and such as be counted
The floppy disk of calculation machine, hard disk or CD etc., including some instructions to cause a computer equipment (can be personal computer,
Server, or the network equipment etc.) perform method described in each embodiment of the invention.
The foregoing is only a specific embodiment of the invention, but protection scope of the present invention is not limited thereto, any
Those familiar with the art the invention discloses technical scope in, change or replacement can be readily occurred in, should all be contained
Cover within protection scope of the present invention.
Claims (14)
1. a kind of call request distribution method, it is characterised in that including：
When receiving the call request of user equipment transmission, queue lists corresponding with the call request, the team are obtained
Row list includes at least one queue；
The service factor and busy coefficient of each queue are determined respectively, and the service factor is used for the service water for representing each queue
Flat, the busy coefficient is used for the busy extent for representing each queue；
According to the service factor and the busy coefficient, the optimal service coefficient of each queue, the optimal clothes are determined respectively
Business coefficient is used for the service level and busy extent of each queue of integrating representation；
According to the optimal service coefficient of each queue, object queue is chosen from the queue lists, and notify calling please
Distributing equipment is asked to distribute the call request to the object queue.
2. according to the method described in claim 1, it is characterised in that the service factor for determining each queue respectively and busy
Coefficient, is specifically included：
The value of each index in the corresponding monitor control index set of each queue is obtained respectively；
According to the value of each index in the monitor control index set, the service factor of each queue and busy system are determined respectively
Number.
3. method according to claim 2, it is characterised in that the monitor control index set includes calling number of ports, exhaled
It is call loss number, currently current Waiting for Call number, registration number of seats, idle number of seats and the number of seats conversed.
4. method according to claim 3, it is characterised in that described according to each index in the monitor control index set
Value, determines the service factor and busy coefficient of each queue, specifically includes respectively：
According to the calling number of ports and calling call loss number, the service factor of each queue is determined respectively；
According to the current Waiting for Call number, number of seats, idle number of seats and the number of seats conversed currently are registered, respectively
It is determined that the busy coefficient of each queue.
5. method according to claim 4, it is characterised in that the service factor is the percent of call lost, exhaled described in the basis
Number of ports and calling call loss number are, the service factor of each queue is determined respectively, is specifically included：
According to the calling number of ports, calling call loss number and formulaPoint
The percent of call lost of each queue is not determined.
6. method according to claim 4, it is characterised in that described according to the current Waiting for Call number, current registration
Number of seats, idle number of seats and the number of seats conversed, determine the busy coefficient of each queue, specifically include respectively：Root
According to the current Waiting for Call number, currently registration number of seats, idle number of seats and the number of seats conversed and ,
The busy coefficient of each queue is determined respectively, wherein, a1+a2=1.
7. the method according to any one of claim 1 to 6, it is characterised in that the service factor is the percent of call lost, described
According to the service factor and the busy coefficient, the optimal service coefficient of each queue is determined respectively, is specifically included：
According to the percent of call lost and the busy coefficient and the formula optimal service coefficient=b1 × percent of call lost+b2 × busy system
Number, determines the optimal service coefficient of each queue respectively, wherein, b1+b2=1；
The optimal service coefficient according to each queue, chooses object queue from the queue lists, specifically includes：
The minimum queue of service factor in the queue lists is defined as object queue.
8. a kind of call request distributor, it is characterised in that including：
Receiving module, the call request for receiving user equipment transmission；
Processing module, for when the receiving module receives the call request that user equipment is sent, obtaining and the calling
Corresponding queue lists are asked, the queue lists include at least one queue；
The service factor and busy coefficient of each queue are determined respectively, and the service factor is used for the service water for representing each queue
Flat, the busy coefficient is used for the busy extent for representing each queue；
According to the service factor and the busy coefficient, the optimal service coefficient of each queue, the optimal clothes are determined respectively
Business coefficient is used for the service level and busy extent of each queue of integrating representation；
According to the optimal service coefficient of each queue, object queue is chosen from the queue lists；
Notification module, for notifying call request distributing equipment to distribute the call request to the mesh of processing module determination
Mark queue.
9. device according to claim 8, it is characterised in that the processing module, specifically for obtaining each team respectively
Arrange the value of each index in corresponding monitor control index set；
According to the value of each index in the monitor control index set, the service factor of each queue and busy system are determined respectively
Number.
10. device according to claim 9, it is characterised in that the monitor control index set includes calling number of ports, exhaled
It is call loss number, currently current Waiting for Call number, registration number of seats, idle number of seats and the number of seats conversed.
11. device according to claim 10, it is characterised in that the processing module, specifically for according to the calling
Number of ports and calling call loss number, determine the service factor of each queue respectively；
According to the current Waiting for Call number, number of seats, idle number of seats and the number of seats conversed currently are registered, respectively
It is determined that the busy coefficient of each queue.
12. device according to claim 11, it is characterised in that the processing module, specifically for being when the service factor
During the percent of call lost, according to it is described calling number of ports, calling call loss number and
The percent of call lost of each queue is determined respectively.
13. device according to claim 11, it is characterised in that the processing module, specifically for according to described current
Waiting for Call number, currently registration number of seats, idle number of seats and the number of seats conversed and , point
The busy coefficient of each queue is not determined, wherein, a1+a2=1.
14. the device according to any one of claim 8 to 13, it is characterised in that the processing module, specifically for working as
When stating service factor for the percent of call lost, exhaled according to the percent of call lost and the busy coefficient and formula optimal service coefficient=b1 ×
Loss rate+b2 × busy coefficient, determines the optimal service coefficient of each queue respectively, wherein, b1+b2=1；
The processing module, is specifically additionally operable to the minimum queue of service factor in the queue lists being defined as object queue.
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| CN108924256A (en) * | 2018-08-09 | 2018-11-30 | 北京中关村科金技术有限公司 | Method for intelligently routing in a kind of online customer service |
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| CN109040490B (en) * | 2018-08-24 | 2020-09-08 | 携程旅游信息技术（上海）有限公司 | Incoming call distribution method, system, device and storage medium |
| CN111147679A (en) * | 2019-12-19 | 2020-05-12 | 商客通尚景科技（上海）股份有限公司 | Method for optimizing allocation of telephone queue waiting clients |
| CN113435674A (en) * | 2020-03-23 | 2021-09-24 | 阿里巴巴集团控股有限公司 | Customer service resource information processing and model generating method and device |
| CN111601006A (en) * | 2020-04-02 | 2020-08-28 | 云知声智能科技股份有限公司 | Method and device for allocating call seats based on call tasks |
| WO2021238584A1 (en) * | 2020-05-29 | 2021-12-02 | 北京京东拓先科技有限公司 | Prescription order distribution method, system and device, and storage medium |
| CN116634063A (en) * | 2023-05-15 | 2023-08-22 | 深圳市容大数字技术有限公司 | Method for interactive communication between terminal and call center |
| CN116634063B (en) * | 2023-05-15 | 2024-01-12 | 深圳市容大数字技术有限公司 | Method for interactive communication between terminal and call center |
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