CN107426448A - A kind of automatic calling allocation method being lined up based on dynamic priority - Google Patents
A kind of automatic calling allocation method being lined up based on dynamic priority Download PDFInfo
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- CN107426448A CN107426448A CN201610345595.3A CN201610345595A CN107426448A CN 107426448 A CN107426448 A CN 107426448A CN 201610345595 A CN201610345595 A CN 201610345595A CN 107426448 A CN107426448 A CN 107426448A
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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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L47/00—Traffic control in data switching networks
- H04L47/50—Queue scheduling
- H04L47/62—Queue scheduling characterised by scheduling criteria
- H04L47/625—Queue scheduling characterised by scheduling criteria for service slots or service orders
- H04L47/6275—Queue scheduling characterised by scheduling criteria for service slots or service orders based on priority
Abstract
The invention discloses a kind of automatic calling allocation method being lined up based on dynamic priority, the costly client of Priority Service, the economy of resources of customer service system is improved, client is it also avoid and waits as long for, increase customer satisfaction degree.Its technical scheme is：Category division is carried out based on client's contribution degree, it is placed on again based on client's classification in common queue or priority query, and different priority is also divided in priority query, highest priority is preferentially taken out from priority query service, and is serviced in common queue according to the order of waiting time.In addition, realized in priority query with heap data structure, in the case where client enters priority query, takes out from priority query and actively leave priority query, the heap data structure of priority query is rearranged to keep the structure of its big heap.Present invention also offers the mechanism of overtime poll, to ensure to wait the client of time-out timely to be serviced.
Description
Technical field
The present invention relates to instant messaging field, more particularly to the allocative decision that online customer service center customer is lined up.
Background technology
Fig. 1 shows the system of automatic call dispatching (ACD, Automatic Call Distributor System)
Call model figure, ACD effect are to distribute suitable customer service for calling, when customer service is busy or unavailable, delay
Or refusal is customer service.It is inevitable due to being lined up, therefore need the strategy of a queuing to come in being lined up for these
Offering customers service, simplest realization is when client reaches, if available free customer service in customer service list
It is at once the customer service, otherwise enters enqueue wait, the client in queue arranges according to order of arrival.
Due to the finiteness of ERM, any resource is all limited, is simultaneously institute in not enough resources
When having customer service, then must selectivity be preferably some customer services, delay even ignore some clients'
Request.Client's classification is to improve the effective means of economy of resources, and the theoretical foundation to client's classification is client's consumption
It is assumed that i.e. in the short time, client's level of consumption changes less class, therefore, can be gone through according to the consumption of client
History is classified to it.RFM models are a conventional models for being widely used for dividing customers, and the model is according to visitor
Three attributes at family are dynamically determined the priority of client, and these three attributes are respectively：
1st, the time interval (Recency) of last time consumption：Client is more long does not consume for the value bigger explanation,
So R get over big customer value it is smaller.
2nd, consuming frequency (Frequency)：Refer to the consumption number of times of client in the unit interval, it is loyal that F values get over big customer
Really degree is higher.
3rd, spending amount (Monetary)：Refer to the amount of money of client's consumption in certain period of time, M values get over big customer
Contribution degree is higher.
At present also the height based on client's classification can be realized in ACD systems without a kind of effective technological means
Efficiency call distribution effects.
The content of the invention
The brief overview of one or more aspects given below is to provide to the basic comprehension in terms of these.This general introduction
The extensive overview of the not all aspect contemplated, and be both not intended to identify the key of all aspects or determine
The qualitative key element also non-scope attempted to define in terms of any or all.Its unique purpose be will in simplified form to
Some concepts for going out one or more aspects think the sequence of more detailed description given later.
It is an object of the invention to solve the above problems, there is provided a kind of to be exhaled automatically based on what dynamic priority was lined up
Distribution method is, the calling method of salary distribution that can be classified with more efficient realization based on client.
The technical scheme is that：Present invention is disclosed a kind of automatic calling being lined up based on dynamic priority point
Method of completing the square, including：
Step 1：The system of automatic call dispatching reads all business branch informations when starting from database, creates
Multiple branch's objects, an empty common queue and an empty priority query are included in each branch's object,
Subsequent system reads customer service information from database and creates customer service object；
Step 2：Client is initiated first to the available branch of system request before calling, in the branch table that system returns
The a certain branch of middle selection initiates calling, and the identifier of the branch is carried during calling；
Step 3：System, to corresponding branch object, obtains client's body according to the identifier query for taking branches of band
It is placed on after part classification in common queue or priority query, wherein being client's setting in priority query
Different priority；
Step 4：Distribute customer service in branch for client, exist in priority query in the case of client according to
The height of priority is that client distributes customer service, in the case where sky is in priority query according to elder generation in common queue
Enter the order first gone out and distribute customer service for client.
According to an embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention, in step
In 3, if client does not select specific branch, the branch that is pre-set by system order determine or
Most idle branch is selected according to the queuing situation of branch.
According to an embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention, in step
In 3, anonymity and real name based on client arrange it to enter common queue or priority query.
According to an embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention, in step
In 3, the RTM models based on division customers set priority for client.
According to an embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention, method is also
The step of including overtime poll in common queue：
Judge whether the first client in common queue is overtime, the client is taken out and set minimum excellent if time-out
After first level, priority query is put into.
According to an embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention, method is also
The step of including overtime poll in priority query：
Whole priority query is traveled through, when a certain client's time-out, is drawn off being re-assigned to other branches,
The client having not timed out uniformly improves the priority of fixed size.
According to an embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention, priority
Queue uses heap data structure, client enter priority query, from priority query take out and actively from
In the case of opening priority query, the heap data structure of priority query is rearranged to be kept for its big
The structure of heap.
Present invention contrast prior art has following beneficial effect：The solution of the present invention is entered based on client's contribution degree
Row category division, then be placed on based on client's classification in common queue or priority query, and priority
Different priority is also divided in queue, highest priority is preferentially taken out from priority query service,
Serviced in common queue according to the order of waiting time.In addition, with heap data knot in priority query
Structure is realized, is entered priority query in client, taken out from priority query and is actively left priority team
In the case of row, the heap data structure of priority query is rearranged to keep the structure of its big heap.
Present invention also offers the mechanism of overtime poll, to ensure to wait the client of time-out timely to be serviced.
Brief description of the drawings
Fig. 1 shows the call model schematic diagram of existing ACD systems.
Fig. 2 shows the queuing model schematic diagram of single branch.
Fig. 3 shows RFM illustratons of model.
Fig. 4 shows the schematic diagram of client's heap sort.
Fig. 5 shows pile structure and the corresponding relation figure of array.
Fig. 6 shows that client ranks the schematic diagram of operation in branch.
Fig. 7 shows the schematic diagram of queuing model.
Fig. 8 shows the preferred embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention
Flow chart.
Embodiment
After the detailed description of embodiment of the disclosure is read in conjunction with the following drawings, this hair better understood when
Bright features described above and advantage.In the accompanying drawings, each component is not necessarily drawn to scale, and with similar
The component of correlation properties or feature may have same or like reference.
Fig. 8 shows the preferred embodiment of the automatic calling allocation method being lined up based on dynamic priority of the present invention
Flow.Fig. 8 is referred to, here is the detailed description to each step of the present embodiment.
Step S1：When ACD systems start, all business branch informations are read from database, and in internal memory
Middle establishment branch object, include an empty common queue and an empty priority query in object, then from
Customer service information, such as customer service account, affiliated branch and skilful service degree etc. are read in database, and in internal memory
Create customer service object, the session list for also including the presence of customer service in object, answering state and currently answering
Deng.
The queuing model of single branch is as shown in Fig. 2 it is advanced elder generation that bottom data structure is contained in waiting list
The common queue that goes out, priority query.Customer service in customer service group is without ordered arrangement, each branch corresponding one
Individual customer service group, when available free customer service in customer service group, can then it be established with taking out client from waiting list
Session.
Step S2：Which branch client first has can use before initiating calling to system request, system returning branch row
Table, then client select suitable branch to initiate calling as needed, the ID of the branch is carried during calling.
Step S3：According to branches of band ID is taken, system finds corresponding branch object in internal memory.
If client does not select specific branch, determined by system according to the branch's order pre-set,
It can also be selected according to the queuing situation (such as the length of current waiting list and average latency etc.) of branch
Select most idle branch.
Step S4：After determining branch, determined to enter common queue or priority query by customer type.
Client is divided into anonymous and two kinds of real name, and anonymous is normal client, and real name is prioritized customer.If
It is real-name customer, the data related to priority is obtained further according to customer accounting code inquiry database, according to these numbers
Client is put into according to calculating in priority query after priority, if anonymous client is then directly placed into common team
In row.
The above-mentioned calculating to priority is specific as follows.
The design of priority query is in order to which Priority Service is worth higher client.Client in priority query is
Have initial priority, it is calculated according to the data of correlation.The calculating of initial priority typically uses RFM
Model, the basis of the RFM models of background section is consumption standard, due to some ACD systems without pair
Consumption is tracked, it is therefore desirable to is changed the consumption standard in RFM models into another kind and is judged client's valency
The standard of value.As shown in figure 3, the data basis of customer value model be last call time interval (R),
Calling frequency (F) and interaction message number (M).Wherein call time interval (R) it is bigger to represent duration of a call
Customer value is smaller, and calling frequency (F) represents calling frequency more big customer and is worth bigger, interaction message number (M)
It is bigger to represent interaction message number more big customer's value.
Based on the model shown in Fig. 3, the refinement for calculating the initial priority of client is realized as follows, calculates first entirely
The average value of each indexs of RFM of portion client, it is respectivelyWith
Then according to the RFM indexs of each client compared with the average value of overall objective, 8 class clients are obtained,
Because each index is likely less than or the average value more than (including equal to) index, following (its of client segmentation
Middle small letter represents less than population mean, as r represents that the R indexs of client are less thanConversely, capitalization represents big
In or equal to population mean, as R represents that the R indexs of client are more than or equal to)：
(1)rfm：Such client belongs to low value client because interaction message number is smaller, calling frequency is low,
But because the client contacts recently, so also having certain potential value；
(2)RFm、Rfm：The calling frequency and message count of such client is all smaller, and does not join for a long time
System, therefore be worth not high；
(3)rFm：Such customer interaction message count is smaller, and frequency is indefinite, it may be possible to new user, keeps this
Class user is advantageous to increase number of users, and such user value is moderate.
(4)RfM、rfM：Such client's feature is fM, i.e., frequency is not high and interaction message number is larger, so
Such client is important；
(5)RFM、fFM：The characteristics of such client is FM, is the most important client of enterprise, it is necessary to especially
Pay attention to keeping this kind of new client.
(1) (2) kind client is collectively referred to as to maintain client, (3) kind client is referred to as common customer, the
(4) kind client is referred to as key customer, and (5) kind client is referred to as VIP client, i.e. by 5 kinds of foregoing visitors
Family is divided into four classes.
Further, as shown in figure 4, the implementation process for calculating the priority of a certain client is as follows.
(1) initial grade state is state0；
(2) compare under state0 states the calling frequency of the client withSize, if thanSmall, state is changed into
State1, otherwise state be changed into state2；
(3) if present level state is state1, further compare the interaction message number of the client withIt is big
It is small, thanIt is small then to return to priority and the end for maintaining client, otherwise return to priority and the end of key customer；
If present level state is state2, further compare the interaction message number of the client withSize, thanIt is small
Then state is changed into state3, otherwise returns to priority and the end of VIP client；
(4) if present level state is state3, further compare the client call time interval with's
Size, thanThe small priority for then returning to common customer and end, otherwise return to the priority and knot for maintaining client
Beam.
Step S5：Each branch have a thread be used for attempt for client's distribution customer service, the thread first judges excellent
Whether there is client in first level queue, if priority query judges whether common queue has client again for sky, work as team
When having client in row, then customer service list is checked, if available free customer service, takes out client from queue, invited
Please customer service answer, after customer service is answered, create session object, represent session it has been established that customer service is by the free time simultaneously
State becomes state in session, if answered without idle customer service or customer service refusal, repeatedly above procedure.
After conversation end, client leaves system, system-kill session object, and the state of customer service is set to idle.Session pair
As (in session, being transferred comprising the current state for participating in the customer service account of session, the time of session establishment and session
It is medium).
The thinning process of custom queueing is further as shown in fig. 6, after client reaches branch, if normal client
Then enter common queue, the client in common queue is by the way of prerequisite variable；If prioritized customer,
The initial priority of client is then determined according to affiliated customers, subsequently into priority query, in priority team
In row, the high client head of priority is served before.
The client of common queue only could enter system, either client master when priority query is empty
It is dynamic to leave or receive service into system, all only need to delete the client from common queue.It is and right
In priority query, either client still actively leaves into system, is required for adjusting to former queue, with
It is set to keep the structure of big root heap.
In this step, be related to the operation to queue, common queue due to be according to stand-by period length (i.e.
Enter the morning and evening of enqueue) for order, as long as therefore its bottom data structure designed using the queue of first in first out
.For priority query, coming queue front end (i.e. current first taking-up object) must be
The client of highest priority.Accordingly, the algorithm of priority query is realized and designed using pile structure, because heap is
One complete binary tree, therefore certain relation between heap and array be present.As shown in figure 5, array index from
1 starts, and node k father node is k/2, and left child node is 2k, and right child node is 2k+1, therefore uses number
Data structure of the group as priority query.
Operation to priority query be related to client enter team, from queue take out highest priority client, client
Actively leave one's post three generic operations.The operation of this three Class Queue is described in detail individually below.
Enter team for client, new client is firstly inserted into the next position array [n+1] of array, then from the element
Start, compared with its father node (i.e. array [(n+1)/2]), terminate if father node is less than, if being saved more than father
Point then exchanges with father node, then more than repetition is operated since the father node again, until reaching root node (i.e.
array[1])。
Client for taking out highest priority, because pile structure is a kind of structure of big heap, i.e. root node is
The maximum node of big root heap intermediate value, that is, first element array [1] of array, after taking out array [1],
Last node i.e. array [n] of big root heap move on to array [1], are then adjusted.Adjustment process is such as
Under：Since root node, compared with being worth larger child node, if father node than the child node greatly if adjustment tie
Beam, two node switching if father node is smaller than the child node, then more than repetition grasped since the child node again
Make, untill without child node.
Actively left one's post for client, it is assumed that array position corresponding to the client actively to leave one's post is array [k], then number
Group last element array [n] moves on to array [k] position, and it is as follows then to adjust process：Opened from array [k] position
Begin, compared with being worth larger child node, if father node than the child node greatly if adjust and terminate, if father node
Then two node switching smaller than the child node, then more than repetition operated since the child node again, until without son
Untill node.
In order to avoid the client in common queue waits impatient, it is necessary to periodically carry out overtime poll to common queue,
The client that time-out occurs takes out (actually each first only needed to judge in common queue from common queue
Whether client is overtime), then it is that it sets initial priority, places into priority query.If have not timed out
Any processing need not then be done.
Likewise, in order to avoid the relatively low client of priority waits for a long time, also set for priority query super
When poll, but unlike common queue time-out poll, when prioritized customer waits overtime, then according in advance
The branch's order set redistributes other branches for it, until being successfully that it distributes customer service or refuses to be its clothes
Business.Meanwhile equivalent improves the priority for the client having not timed out during poll.Because priority query is to use
What the mode of big root heap was realized, mean that the client will leave current priority query when there is client that time-out occurs,
Therefore need to readjust priority query so that it keeps the structure of big root heap.Specifically, priority team
Overtime poll in row is actually a traversing operation to priority query, judges client during traversal
Whether overtime, operating process is as follows：1 is designated as from down and begins stepping through array, client is overtime if it find that having, then
Array index i where several lower clients, then deletes the client from array, deletion action and client's active
Leave one's post identical, then at the subscript i repeat more than operation, untill array last element.
Although the above method is illustrated and is described as a series of actions to simplify explanation, it should be understood that and leading
Meeting, the order that these methods are not acted are limited, because according to one or more embodiments, some actions can press
Different order occur and/or with from depicted and described herein or not shown herein and describe but this area skill
Other actions that art personnel are appreciated that concomitantly occur.
Those skilled in the art will further appreciate that, with reference to the embodiments described herein come the various solutions that describe
The property said logic plate, module, circuit and algorithm steps can realize for electronic hardware, computer software or this
Both combinations.Clearly to explain this interchangeability of hardware and software, various illustrative components, frame,
Module, circuit and step are to be described in the form of its is functional as vague generalization above.Such feature is
It is implemented as hardware or software depends on concrete application and puts on the design constraint of total system.Technical staff
Described feature can be realized with different modes for every kind of application-specific, but such realizes decision-making not
It should be interpreted to cause departing from the scope of the present invention.
Various illustrative logic plates, module and the circuit described with reference to presently disclosed embodiment is available logical
With processor, digital signal processor (DSP), application specific integrated circuit (ASIC), field programmable gate array
(FPGA) or other PLDs, discrete door or transistor logic, discrete nextport hardware component NextPort or
It is designed to carry out any combinations of function described herein to realize or perform.General processor can be micro- place
Manage device, but in alternative, the processor can be any conventional processor, controller, microcontroller,
Or state machine.Processor is also implemented as the combination of computing device, for example, DSP and microprocessor combination,
Multi-microprocessor, the one or more microprocessors to be cooperated with DSP core or any other such configuration.
Can be embodied directly in hardware, in reference to the method that embodiment disclosed herein describes or the step of algorithm by
Embodied in the software module that reason device performs or in combination of the two.Software module can reside in RAM and deposit
Reservoir, flash memory, ROM memory, eprom memory, eeprom memory, register, hard disk,
In the storage medium of removable disk, CD-ROM or any other form known in the art.It is exemplary to deposit
Storage media is coupled to processor to enable the processor to read and write information from/to the storage medium.Replacing
In scheme, storage medium can be integrated into processor.Processor and storage medium can reside in ASIC.
ASIC can reside in user terminal.In alternative, processor and storage medium can stay as discrete assembly
Stay in the user terminal.
In one or more exemplary embodiments, described function can hardware, software, firmware or its
What is realized in combining.If being embodied as computer program product in software, each function can be used as one or
More a plurality of instruction or code storage are transmitted on a computer-readable medium or by it.Computer-readable medium bag
Both computer-readable storage medium and communication media are included, it includes facilitating computer program to shift from one place to another
Any medium.Storage medium can be any usable medium that can be accessed by a computer.As example rather than limit
Fixed, such computer-readable medium may include RAM, ROM, EEPROM, CD-ROM or other light
Disk storage, disk storage or other magnetic storage apparatus can be used to carrying or store instruction or data structure shape
The desirable program code of formula and any other medium that can be accessed by a computer.Any connection is also properly termed
Computer-readable medium.For example, if software is ordered using coaxial cable, fiber optic cables, twisted-pair feeder, numeral
The wireless technology of family line (DSL) or such as infrared, radio and microwave etc is from web site, service
Device or the transmission of other remote sources, the then coaxial cable, fiber optic cables, twisted-pair feeder, DSL or such as
The wireless technology of infrared, radio and microwave etc is just included among the definition of medium.As herein
Used disk (disk) and dish (disc) include compact disc (CD), laser disc, laser disc, digital versatile disc
(DVD), floppy disk and blu-ray disc, which disk (disk) often reproduce data in a manner of magnetic, and dish (disc)
With laser reproduce data optically.Combinations of the above should be also included within the scope of computer readable media.
It is for so that any person skilled in the art can all make or use this to provide to being previously described for the disclosure
It is open.Various modifications to the disclosure all will be apparent for a person skilled in the art, and herein
Defined generic principles can be applied to spirit or scope of other variants without departing from the disclosure.Thus,
The disclosure is not intended to be limited to example and design described herein, but should be awarded and institute herein
Principle disclosed and the consistent widest scope of novel features.
Claims (7)
- A kind of 1. automatic calling allocation method being lined up based on dynamic priority, it is characterised in that including：Step 1：The system of automatic call dispatching reads all business branch informations when starting from database, creates Multiple branch's objects, an empty common queue and an empty priority query are included in each branch's object, Subsequent system reads customer service information from database and creates customer service object；Step 2：Client is initiated first to the available branch of system request before calling, in the branch table that system returns The a certain branch of middle selection initiates calling, and the identifier of the branch is carried during calling；Step 3：System, to corresponding branch object, obtains client's body according to the identifier query for taking branches of band It is placed on after part classification in common queue or priority query, wherein being client's setting in priority query Different priority；Step 4：Distribute customer service in branch for client, exist in priority query in the case of client according to The height of priority is that client distributes customer service, in the case where sky is in priority query according to elder generation in common queue Enter the order first gone out and distribute customer service for client.
- 2. the automatic calling allocation method according to claim 1 being lined up based on dynamic priority, its feature It is, in step 3, if client does not select specific branch, the branch pre-set by system Order determines or most idle branch is selected according to the queuing situation of branch.
- 3. the automatic calling allocation method according to claim 1 being lined up based on dynamic priority, its feature It is, in step 3, anonymity and real name based on client arrange it to enter common queue or priority query.
- 4. the automatic calling allocation method according to claim 1 being lined up based on dynamic priority, its feature It is, in step 3, the RTM models based on division customers set priority for client.
- 5. the automatic calling allocation method according to claim 1 being lined up based on dynamic priority, its feature Be, method also include common queue in overtime poll the step of：Judge whether the first client in common queue is overtime, the client is taken out and set minimum excellent if time-out After first level, priority query is put into.
- 6. the automatic calling allocation method according to claim 1 being lined up based on dynamic priority, its feature Be, method also include priority query in overtime poll the step of：Whole priority query is traveled through, when a certain client's time-out, is drawn off being re-assigned to other branches, The client having not timed out uniformly improves the priority of fixed size.
- 7. the automatic calling allocation method according to claim 1 being lined up based on dynamic priority, its feature It is, priority query uses heap data structure, is taken in client into priority query, from priority query In the case of going out and actively leaving priority query, the heap data structure of priority query is rearranged To keep the structure of its big heap.
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