CN107979704A - Queuing strategy, queuing system - Google Patents
Queuing strategy, queuing system Download PDFInfo
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- CN107979704A CN107979704A CN201711250654.XA CN201711250654A CN107979704A CN 107979704 A CN107979704 A CN 107979704A CN 201711250654 A CN201711250654 A CN 201711250654A CN 107979704 A CN107979704 A CN 107979704A
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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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Abstract
The present invention provides a kind of queuing strategy for being used to be lined up the user for dialing customer service hot line, queuing system, belongs to field of communication technology, it can solve the problems, such as that existing queuing strategy can not consider user situation.The queuing strategy of the present invention, including：According to the call request of received active user, the queueing message of the active user is obtained, the queueing message includes identity grade, the grade of service, the stand-by period grade of active user；According to the identity grade of the active user, the grade of service, stand-by period grade, according to the first preset algorithm, the priority level of the active user is determined；The precedence information of user in the priority level of the active user, and former queue, the active user is added in the former queue, obtains current queue.
Description
Technical field
The invention belongs to field of communication technology, and in particular to a kind of to be used for what the user for dialing customer service hot line was lined up
Queuing strategy, queuing system.
Background technology
The queuing strategy of telephone service is generally divided into following three kinds of modes：1st, mode is led in a team, and user that will be all comes
Electricity is unified to line up a team, First Come First Served sequentially in time；2nd, classify according to business, by contact staff and user of incoming call
Classify according to type of service, the user of incoming call for handling identical services is lined up in the way of First Come First Served；3rd, according to
Family is sent a telegram here grade separation, and user of incoming call is divided into different grades, the user of incoming call of same levels according to First Come First Served side
Formula is lined up.
Inventor has found that there are problems with for existing queueing form：First way can cause urgency traffic cannot
Handle in time, if such as bank promptly report the loss business and handle not in time and be likely to result in user's property loss；The second way can
It can occur that resource allocation is unreasonable, cause partition queue element congestion and partition queue element leaves unused, and identity without considering user etc.
Level will cause the business of responsible consumer to handle in time, cause customer loss；The third mode does not consider urgent industry
The time urgency of business, causes urgency traffic to have not been able to be handled in time.
The content of the invention
It is contemplated that at least solve one of technical problem existing in the prior art, there is provided a kind of queuing for making user etc.
The time time is more reasonable, avoids certain customers' stand-by period long, or the urgency traffic of insignificant user cannot be located in time
The situation of reason, so as to lift efficiency of service, improves the queuing strategy of user satisfaction.
Technical solution is a kind of user's progress being used for dialing customer service hot line used by solving present invention problem
The queuing strategy of queuing, including：
According to the call request of received active user, the queueing message of the active user, the queuing are obtained
Information includes identity grade, the grade of service, the stand-by period grade of active user；
According to the identity grade of the active user, the grade of service, stand-by period grade, according to the first preset algorithm,
Determine the priority level of the active user；
The precedence information of user in the priority level of the active user, and former queue, by institute
State active user to add in the former queue, obtain current queue.
Preferably, the formula of first preset algorithm is：Priority level=identity grade × weight 1+ the grades of service ×
Weight 2+ stand-by period grade × weights 3；
Wherein, the weight 1+ weight 2+ weights 3=100%.
It is further preferred that the weight 1, weight 2 and weight 3 are determined using following steps：
Obtain the queueing message of each user in former queue；
The queueing message of each user in the former queue determines weight 1, weight 2 and weight 3.
Preferably, it is described according to the priority level by the active user add queue after, further include：
According to the queueing message of other users before coming the active user in the current queue, according to the
Two preset algorithms, determine the estimated stand-by period of the active user；
The estimated stand-by period is sent to the active user, allows the active user to carry out following three kinds of selections：
1st, continue to be lined up；2nd, terminate to be lined up, waiting system clawback；3rd, current be lined up is terminated；
If active user selection 1, return and described come the active user according in the current queue
The queueing message of other users before, according to the second preset algorithm, determines the step of the estimated stand-by period of the active user
Suddenly；
If active user's selection 2, the current queue is exited by the active user；
If active user's selection 3, heightens the identity grade of the active user.
It is further preferred that other users according to before coming the active user in the current queue
Queueing message, according to the second preset algorithm, determine the estimated stand-by period of the active user, specifically include：
Handle other users' before coming the active user in time and the queue according to average traffic
Quantity determines the estimated stand-by period of the active user.
Preferably, the queuing strategy further includes：
Receive the call request of the active user, and the identity information according to the call request to the active user
Authenticated；
If the authentication is passed, according to the call request of received active user, the queuing of the active user is obtained
Information.
Another technical solution is a kind of queuing system used by solving present invention problem, including：
Information acquisition unit, for the call request according to received active user, obtains the active user's
Queueing message, the queueing message include the identity grade of active user, type of service, stand-by period；
Preferential dispensing unit, for the identity grade according to the active user, the grade of service, stand-by period grade,
According to the first preset algorithm, the priority level of the active user is determined；
Queuing management unit, for the user's in the priority level according to the active user, and former queue
Precedence information, the active user is added in the former queue, obtains current queue.
Preferably, the formula of first preset algorithm is：Priority level=identity grade × weight 1+ the grades of service ×
Weight 2+ stand-by period grade × weights 3；
Wherein, the weight 1+ weights 2+ weights 3=100%.
It is further preferred that described information acquiring unit is additionally operable to, the queueing message of each user in former queue is obtained；
The preferential dispensing unit is additionally operable to, according to the queueing message of each user in the former queue determine weight 1,
Weight 2 and weight 3.
Preferably, the queuing system further includes：
Authenticating unit, receives the call request of the active user, and is carried out according to the identity information of the active user
Authentication；
If the authentication is passed, described information acquiring unit obtains institute according to the call request of received active user
State the queueing message of active user.
The queuing strategy of the present invention combines the identity grade of user, type of service, the queueing message such as stand-by period, right
Queue is adjusted into Mobile state, makes the queue time of each user (since the time dialed customer service hot line and serviced to)
More rationally, avoid certain customers' stand-by period long, or insignificant user urgency traffic cannot get timely processing feelings
Condition, so as to lift efficiency of service, improves user satisfaction.
Brief description of the drawings
Fig. 1 is the flow chart of the queuing strategy of the embodiment of the present invention 1；
Fig. 2 is the block diagram of the queuing system of the embodiment of the present invention 2.
Embodiment
To make those skilled in the art more fully understand technical scheme, below in conjunction with the accompanying drawings and specific embodiment party
Formula is described in further detail the present invention.
Embodiment 1：
As shown in Figure 1, the present embodiment provides a kind of queuing strategy mainly for the user for dialing customer service hot line.
Wherein, customer service hot line can be the service of the service systems such as bank, common carrier, shopping website, ticketing website
Phone, user can handle a variety of business by dialing customer service hot line.Since in real life, the quantity of user is remote
Much larger than the quantity of customer service, therefore user is in transacting business, it usually needs waits in line.
Queuing strategy in the present embodiment includes：
S1, user dial customer service hot line, initiate call request.
Specifically, user utilizes a certain customer service hot line of telephone call, it is true by the mode such as voice prompt and button selection
The business handled required for fixed, initiates call request to queuing system, waits to be serviced.Wherein, phone can be fixed-line telephone
The contact methods such as (base), radio telephone (mobile phone).
S2, queuing system receive the call request of user, and the identity information of user is authenticated according to call request；If
The authentication is passed, then the queueing message of user is obtained according to call request.Wherein, queueing message includes identity grade, the industry of user
Business grade, stand-by period grade.
In this step, the queuing that user can be just obtained after why being authenticated to the identity information of user is believed
Breath, is because authentication can be utilized to be authenticated user identity, to ensure the security of user identity.If authentication not over
Then terminate to be lined up, thus avoid because disabled user invasion and caused by validated user property loss.
If it should be noted that the security performance of the queuing system is preferable, step S2 can be directly according to user
Call request obtain the queueing message of the user, the step of without authenticating.Wherein, the identity grade of user is divided into multistage, example
Identity grade is such as divided into 10 grades, by 1 to 10, the significance level of user is incremented by successively, and the identity grade is adjustable.
For example, when user's first registration in the service system, a corresponding identity grade, subsequently grows according to the hour of log-on of user
Short and service type, type of service etc. can adjust the identity grade of user；Specifically, for example can be according to the registration of user
Time, every half a year upgrade once for the user, untill full level；Alternatively, the number of important service can be handled according to user,
Ten upgradings are often handled once, untill full level.In the queuing strategy of the present embodiment, when user initiates call request, row
Team's system can then initiate the telephone number of call request according to the user, with the identity information of each user prestored in it
Searched, determine the current identity grade of user.
Wherein, the grade of service is divided into multistage, such as can be divided into 1-10 grades, wherein by 1 to 10, the urgency level of business according to
It is secondary incremental., can be by all types of delineation of activities to corresponding business etc. according to the different urgency levels of different kinds of business
Level.In the present embodiment, selection that queuing system can be according to user in call request to type of service, with the industry prestored
Service type and grade of service mapping table, determine user's grade of service in this service.
Wherein, stand-by period grade can carry out grade classification according to the length of stand-by period, such as can be by etc.
Treat time grade classification be 1-10 grades, wherein by 1 to 10 the stand-by period be incremented by.For example, 1 grade can be divided into by 0-1 minutes, will
It is divided into 2 grades within 1-2 minutes, 3 grades was divided into by 2-3 minutes, and so on.Queuing system according to user initiate call request when
Between and current time, then can determine the time that user has waited.Afterwards, then can according to user's stand-by period, and
The stand-by period prestored and the mapping table of stand-by period grade, determine user in this service of the user
Stand-by period grade.
Wherein it is possible to understand, in the present embodiment by each queueing message according to different regular partitions for 1-10 grades only
As an example, in practical applications, can the parameter such as In Grade division rule, number of degrees be adjusted, this will not be detailed here.Together
When, the queueing message of user can also include other information, such as history service log, history evaluation record etc., herein no longer
Repeat.
S3, the identity grade according to user, type of service, stand-by period, according to the first preset algorithm, determine user's
Priority level.
Specifically, the formula of the first preset algorithm is：Priority level=identity grade × weight 1+ types of service × weight 2
+ stand-by period × weight 3；Wherein, weight 1+ weights 2+ weights 3=100%.Certain weight is assigned to each queueing message
The priority level of user is calculated afterwards.Wherein, the corresponding weight of different queueing messages may be the same or different.It can manage
Solution, weight is bigger, then the influence of priority level of the corresponding queueing message to finally calculating is bigger.That is, it is
System can be by adjusting weight size, to determine that user is added and is lined up sequence by which (or which) queueing message of Primary Reference
Row.
Wherein, weight 1, weight 2 and weight 3 are determined according to the queueing message of each user in former queue.
That is, the corresponding weight of each queueing message in the present embodiment and revocable, but be lined up according to current
The queueing message dynamic adjustment of each user in sequence, so as to ensure that the queuing arrangement to each user is more reasonable.Specific side
Formula is as follows：User gradation in statistical queue sequence, calculates ratio of the user gradation shared by more than the number of users of certain grade
Weight；The type of service of each user in statistical queue sequence, calculates type of service more than shared by the number of users of certain grade
Proportion；The average latency of user in statistical queue sequence；According in different queueing messages, the proportion shared by each grade
And the average latency determines the corresponding weighted value of each queueing message.For example, initial weight 1, weight 2, weight 3 are divided
40%, 30%, 20% is not arranged to, and when the proportion shared by user of the identity grade of user in queue more than 5 is more than
When 80%, at the same type of service more than 5 user shared by proportion be less than 80% when, weight proportion is adjusted to：Weight 1=
40%, weight 2=25%, weight 3=35%.That is, working as, responsible consumer is relatively more, and the urgency traffic for needing to handle is not very
When more, the weight 2 of corresponding type of service is reduced, increases the weight 3 of corresponding waiting time, so that responsible consumer obtains earlier
Service, avoid as far as possible because the stand-by period too long and caused by user experience effect it is bad, cause responsible consumer to be lost in.
Each user's in S4, the priority level according to the user acquired in step S3, and former queue is excellent
First class information, the user is added in former queue, obtains current queue.
It is understood that queuing system by any one user when adding queue, all it is according to priority level
It is ranked up, therefore each user has the priority scheduling series of oneself.By the priority level and queue that compare user
In other users priority level numerical value size, by the current used family be discharged to priority level numerical value be less than the user its
Before its user, new queue is obtained.
S5, the queueing message according to other users before coming user in current queue, according to the second pre- imputation
Method, determines the estimated stand-by period of user.
In the present embodiment, after user is added queue, the stand-by period of user also may estimate that, so that user is to working as
Preceding queuing situation is judged.
Specifically, in the present embodiment, handled according to average traffic other before coming user in time and queue
The quantity of user determines the estimated stand-by period of user.That is, when determining that average traffic is handled using business handling historical record
Between, it is multiplied with the quantity of other users before coming user, you can obtain the estimated stand-by period of the user.
It is further preferred that the other types of service to be handled of user before coming the user can be counted, according to
Each type of service it is corresponding it is estimated handle the time and can estimate the expected traffic of each user before coming user and handle the time, from
And the estimated stand-by period of user can be obtained.
The estimated stand-by period is then sent to user by S6, queuing system after calculating acquires the estimated stand-by period,
User is allowed to carry out following three kinds of selections：1st, continue to be lined up；2nd, terminate to be lined up, waiting system clawback；3rd, current be lined up is terminated.
If user's selection 1, returns to S5, recalculates the estimated stand-by period of user, so that the user can obtain in real time
Take queuing progress.
If user's selection 2, exits current queue by the user, that is, terminates the queuing of the user.When being lined up sequence
When not having user in row, service system can carry out clawback according to the reserved information of user to user, for its service.Wherein, user
Reserved information can be user initiate call request when telephone number or other effective connection modes.
If user's selection 3, heightens the user identity grade of user.User's selection 3, then illustrate although user has initiated to exhale
Request is cried, but does not obtain the service of service system.Obviously, queuing and the service experience of the user is so influenced whether.
Therefore in the present embodiment, when user's selection 3, the identity grade of the user is heightened, can with when the user asks service next time
To increase its priority level, so as to reduce its stand-by period.It is another optional, when user's selection 3, to it into rower
Note, until it initiates call request, and the type of service handled is identical with this type of service next time, then improves its identity
Grade.
Wherein, it is preferred that after user's selection 3, when improving the identity grade of the user, for the interim body for improving the user
Part grade.Also a regular identity grade, after going beyond the time limit, the identity of the user can be set to the user
Grade drops to the identity grade of script automatically.By setting the temporary identity grade, above-mentioned user can be improved and be lined up experience, together
When again will not to the queuing of other users experience bring considerable influence.
In the present embodiment, the identity grade of synthetic user, type of service, the queueing message such as stand-by period, to being lined up sequence
Arrange and adjusted into Mobile state, make queue time (since the time dialed customer service hot line and serviced to) more adduction of each user
Reason, avoid certain customers' stand-by period long, or insignificant user urgency traffic cannot get timely processing situation so that
Efficiency of service is lifted, improves user satisfaction.
Embodiment 2：
As shown in Fig. 2, the present embodiment provides a kind of queuing system, for according to the queuing strategy that embodiment 1 provides to dialling
The user for making customer service hot line is lined up, which includes：Information acquisition unit, preferential dispensing unit and queuing management list
Member.
Wherein, information acquisition unit is used for the call request according to received user, obtains the queuing letter of the user
Breath, queueing message include the identity grade of user, type of service, stand-by period.
Preferential dispensing unit is for the identity grade according to user, type of service, stand-by period, according to the first pre- imputation
Method, determines the priority level of user.
Queuing management unit is used for the priority level letter of the user in the priority level according to user, and former queue
Breath, above-mentioned user is added in former queue, obtains current queue.
Preferably, the formula of the first preset algorithm is：Priority level=identity grade × weight 1+ types of service × weight 2
+ stand-by period × weight 3；Wherein, weight 1, weight 2 and weight 3 and for 100%.
It is further preferred that information acquisition unit is additionally operable to, the priority level of user is being calculated according to priority level formula
Before, the queueing message of each user in former queue is obtained.
Preferential dispensing unit is additionally operable to, and the queueing message of each user in former queue determines weight 1, weight 2
With weight 3.
Preferably, queuing system further includes：Authenticating unit, receives the call request of user, and according to the body of active user
Part information is authenticated；When the authentication is passed, then information acquisition unit is obtained according to the call request of received active user
The queueing message of active user.
In the present embodiment, the identity grade of synthetic user, type of service, the queueing message such as stand-by period, to being lined up sequence
Arrange and adjusted into Mobile state, make queue time (since the time dialed customer service hot line and serviced to) more adduction of each user
Reason, avoid certain customers' stand-by period long, or insignificant user urgency traffic cannot get timely processing situation so that
Efficiency of service is lifted, improves user satisfaction.
It is understood that the principle that embodiment of above is intended to be merely illustrative of the present and the exemplary implementation that uses
Mode, but the present invention is not limited thereto.For those skilled in the art, the essence of the present invention is not being departed from
In the case of refreshing and essence, various changes and modifications can be made therein, these variations and modifications are also considered as protection scope of the present invention.
Claims (10)
- A kind of 1. queuing strategy for being used to be lined up the user for dialing customer service hot line, it is characterised in that including：According to the call request of received active user, the queueing message of the active user, the queueing message are obtained Identity grade, the grade of service, stand-by period grade including active user；According to the identity grade of the active user, the grade of service, stand-by period grade, according to the first preset algorithm, determine The priority level of the active user；The precedence information of user in the priority level of the active user, and former queue, described will work as Preceding user is added in the former queue, obtains current queue.
- 2. queuing strategy according to claim 1, it is characterised in thatThe formula of first preset algorithm is：Priority level=identity grade × weight 1+ the grades of service × weight 2+ has been waited Time grade × weight 3；Wherein, the weight 1+ weight 2+ weights 3=100%.
- 3. queuing strategy according to claim 2, it is characterised in that the weight 1, weight 2 and weight 3 are using following step It is rapid to determine：Obtain the queueing message of each user in former queue；The queueing message of each user in the former queue determines weight 1, weight 2 and weight 3.
- 4. queuing strategy according to claim 1, it is characterised in that described currently to be used described according to the priority level Family is added after queue, is further included：It is pre- according to second according to the queueing message of other users before coming the active user in the current queue Imputation method, determines the estimated stand-by period of the active user；The estimated stand-by period is sent to the active user, allows the active user to carry out following three kinds of selections：1st, after It is continuous to be lined up；2nd, terminate to be lined up, waiting system clawback；3rd, current be lined up is terminated；If active user selection 1, return described according to before coming the active user in the current queue Other users queueing message, according to the second preset algorithm, the step of determining the estimated stand-by period of the active user；If active user's selection 2, the current queue is exited by the active user；If active user's selection 3, heightens the identity grade of the active user.
- 5. queuing strategy according to claim 4, it is characterised in that described to come institute according in the current queue The queueing message of other users before stating active user, according to the second preset algorithm, determines that the active user's is estimated etc. Treat the time, specifically include：The quantity of other users before coming the active user in time and the queue is handled according to average traffic Determine the estimated stand-by period of the active user.
- 6. queuing strategy according to claim 1, it is characterised in that further include：The call request of the active user is received, and the identity information of the active user is carried out according to the call request Authentication；If the authentication is passed, according to the call request of received active user, the queueing message of the active user is obtained.
- A kind of 7. queuing system, it is characterised in that including：Information acquisition unit, for the call request according to received active user, obtains the queuing of the active user Information, the queueing message include the identity grade of active user, type of service, stand-by period；Preferential dispensing unit, for the identity grade according to the active user, the grade of service, stand-by period grade, according to First preset algorithm, determines the priority level of the active user；Queuing management unit, for the preferential of the user in the priority level according to the active user, and former queue Class information, the active user is added in the former queue, obtains current queue.
- 8. queuing system according to claim 7, it is characterised in thatThe formula of first preset algorithm is：Priority level=identity grade × weight 1+ the grades of service × weight 2+ has been waited Time grade × weight 3；Wherein, the weight 1+ weights 2+ weights 3=100%.
- 9. queuing system according to claim 8, it is characterised in thatDescribed information acquiring unit is additionally operable to, and obtains the queueing message of each user in former queue；The preferential dispensing unit is additionally operable to, and weight 1, weight are determined according to the queueing message of each user in the former queue 2 and weight 3.
- 10. queuing system according to claim 7, it is characterised in that further include：Authenticating unit, receives the call request of the active user, and is authenticated according to the identity information of the active user；If the authentication is passed, described information acquiring unit obtains described work as according to the call request of received active user The queueing message of preceding user.
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| CN109377631A (en) * | 2018-09-25 | 2019-02-22 | 江小平 | Item queuing system and method |
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| CN109934986A (en) * | 2019-02-28 | 2019-06-25 | 中国联合网络通信集团有限公司 | Queuing strategy, device, equipment and readable storage medium storing program for executing based on terminal |
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| CN112260933A (en) * | 2020-10-16 | 2021-01-22 | 深圳壹账通智能科技有限公司 | Communication method, communication device, electronic equipment and medium |
| CN112734185A (en) * | 2020-12-30 | 2021-04-30 | 中国人寿保险股份有限公司上海数据中心 | Intelligent queuing scheduling method |
| CN113205235A (en) * | 2020-01-15 | 2021-08-03 | 北京沃东天骏信息技术有限公司 | Customer service scheduling method and device |
| CN114338925A (en) * | 2020-09-30 | 2022-04-12 | 马上消费金融股份有限公司 | Incoming call processing method and device and electronic equipment |
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| CN112260933A (en) * | 2020-10-16 | 2021-01-22 | 深圳壹账通智能科技有限公司 | Communication method, communication device, electronic equipment and medium |
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