CN108683818A - Call center distributes method, system, equipment and the storage medium attended a banquet - Google Patents
Call center distributes method, system, equipment and the storage medium attended a banquet Download PDFInfo
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- CN108683818A CN108683818A CN201811019192.5A CN201811019192A CN108683818A CN 108683818 A CN108683818 A CN 108683818A CN 201811019192 A CN201811019192 A CN 201811019192A CN 108683818 A CN108683818 A CN 108683818A
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- banquet
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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 call centers to distribute the method attended a banquet,System,Equipment and storage medium,Including step according to user's history behavioral data to user identifier user tag,It attends a banquet multiple according to service type,Geographical location and service labels are divided into multiple groups of attending a banquet,Active user is added first and selects data with the demand for services of active user,Current geographic position and user tag match the queue for group of attending a banquet,When active user is to be assigned to attend a banquet not within the preset first threshold value time,Then by active user be added to a matched group same services classification of attending a banquet,The queue of the group of attending a banquet of the different service labels of same geographic location,It attends a banquet when active user is assigned not within the default second threshold time,Active user is then added to the queue of other estimated stand-by period shortest group of attending a banquet,Flexible allocation is attended a banquet,Dead discharge is effectively avoided to give birth to.
Description
Technical field
The present invention relates to fields of communication technology, specifically, being related to call center distributes method, system, the equipment attended a banquet
And storage medium.
Background technology
Call center is a kind of place or system for realizing centralized user service based on modern communication technology, can be each
Class user provides the inquiry about service product, the various informations service such as accepts, seeks advice from, complains.Modern call center is adopted mostly
With computer and communication integrated technology, including queue machine, packet switching system (Branch Exchange, PBX) and seat, exhale
Being the groundwork mode at center is：User accesses from PBX, and queue machine arranges user to be waited for into enqueue and in due course to user
It distributes seat and completes to service.
Existing call center mostly uses greatly according to service type group, and handling user by the queue mode of first in, first out exhales
Enter, i.e. user's access calling center, can be waited in the queue of a service type group according to demand for services classification first,
The user first waited in line in the queue is first assigned and attends a banquet, and subsequent user needs lasting wait for.
The flexibility of user's queuing process of the prior art is not high, once it is busy that service type group occurs, it is possible at this
It is extremely arranged in the queue of service type group, i.e., can not connect long lasting for queuing and accordingly attend a banquet, used when waiting for time-out, the queuing
Family is then hung up and exits, and is serviced to which user needs repeatedly dialing that can just find corresponding attend a banquet.
Invention content
The problems in view of the above technology, in order to solve the above technical problems, The present invention provides a kind of call centers point
With method, system, equipment and the storage medium attended a banquet, by the way that multiple attend a banquet is divided into multiple groups of attending a banquet, by active user head
First be added and data, current geographic position and the matched group queue of attending a banquet of user tag selected according to demand for services, when user not
It is assigned when attending a banquet in threshold time, reassigns to other groups of attending a banquet, to which flexible allocation is attended a banquet, raising, which is attended a banquet, answers effect
Rate effectively avoids dead discharge from giving birth to.
The first aspect of the present invention provides a kind of method that call center's distribution is attended a banquet, and includes the following steps：S11, basis
For user's history behavioral data to user identifier user tag, historical behavior data include that user dials frequency, customer consumption data
And user's personality label；S12, multiple attend a banquet is divided into multiple seats according to service type, geographical location and service labels
Seat group, service labels are corresponding with user tag；S13, accessing user dial in signal；S15, it is selected according to the demand for services of active user
It selects data, current geographic position and user tag and matches group of attending a banquet, active user is added to the queue of matched group of attending a banquet；
S16, when active user not within the preset first threshold value time be assigned attend a banquet when, active user is added to matched and is attended a banquet
Group same services classification, the queue of the group of attending a banquet of the different service labels of same geographic location；S17, when active user is not pre-
If being assigned when attending a banquet in the second threshold time, by active user be added to a matched group same services classification of attending a banquet, it is different
Geographical location and from the matched different service types of group of attending a banquet, estimated stand-by period in multiple groups of attending a banquet of same geographic location
The queue of shortest group of attending a banquet.
Preferably, further include step S14 before step S15, judge that active user attends a banquet with the presence or absence of intention, such as otherwise hold
Row step S15, it is then further in this way to judge that whether idle intention attends a banquet, and in this way then attends a banquet active user's access intention, it is such as no
Then follow the steps S15.
Preferably, intention attend a banquet the call of the same day history including active user it is corresponding attending a banquet or active user
Current order corresponding to attend a banquet.
Preferably, periodically check in step s 16 active user whether be assigned attend a banquet, then active user is connected in this way
Connect be assigned attend a banquet, such as otherwise calculate active user the stand-by period with it is expected that the sum of stand-by period whether exceed first threshold
Active user is then added to the difference with a matched group same services classification of attending a banquet, same geographic location services in this way by the time
The queue of the group of attending a banquet of label, as otherwise continued to wait in the matched queue for attending a banquet group by active user.
Preferably, it periodically checks whether active user is assigned in step S17 to attend a banquet, in this way then connects active user
Be assigned attend a banquet, as otherwise calculate active user currently attend a banquet group queue in the stand-by period with it is expected that the stand-by period it
Whether exceed the second threshold time, in this way then by active user be added to a matched group same services classification of attending a banquet, it is different
Geographical location and from the matched different service types of group of attending a banquet, estimated stand-by period in multiple groups of attending a banquet of same geographic location
The queue of shortest group of attending a banquet, as otherwise continued to wait in the queue for currently attending a banquet group by active user.
Preferably, it is calculated and is obtained by following formula in estimated stand-by period t：T=(u* (1-r) * l/w)+(w*l-T)/
w；Wherein u is to be lined up number of users, and r is user's abandonment rate, and l is average call duration, and w is the number of attending a banquet of group of attending a banquet, and T is group of attending a banquet
The total duration of call for current talking of all attending a banquet.
Preferably, in the history calling record and satisfaction score data for obtaining user in step s 11, history is led to
Words recording carries out voice conversion and extracts keyword, and keyword and satisfaction score data are inputted preset analysis model,
To obtain user's personality label.
The second aspect of the present invention provides a kind of system that call center's distribution is attended a banquet, it is characterised in that including：User draws
As module, according to user's history behavioral data to user identifier user tag, historical behavior data include that user dials frequency, are used
Family consumption data and user's personality label；It attends a banquet grouping module, grouping module of attending a banquet is used to attend a banquet multiple according to service class
Not, geographical location and service labels are divided into multiple groups of attending a banquet, and service labels are corresponding with user tag；Queue assignment module,
Queue assignment module is used for when accessing user dials in signal, and data, current geographic are selected according to the demand for services of active user
Position and user tag match group of attending a banquet, and active user are added to the queue of matched group of attending a banquet, when active user is not pre-
If being assigned when attending a banquet in the first threshold time, by active user be added to a matched group same services classification of attending a banquet, it is identical
The queue of the group of attending a banquet of the different service labels in geographical location, sits when active user is assigned not within the default second threshold time
Xi Shi, by active user be added to a matched group same services classification of attending a banquet, diverse geographic location and attend a banquet with matched
Different service types are organized, the queue of stand-by period shortest group of attending a banquet is expected in multiple groups of attending a banquet of same geographic location.
The third aspect of the present invention also provides a kind of distribution of call center and attends a banquet equipment, including：Processor；Memory,
In be stored with the executable instruction of processor；Wherein, processor is configured to execute above-mentioned first via executable instruction is executed
The call center of aspect distributes the step of method attended a banquet.
The fourth aspect of the present invention also provides a kind of computer readable storage medium, and for storing program, program is performed
The call center of the above-mentioned first aspects of Shi Shixian distributes the step of method attended a banquet.
Method, system, equipment and the storage medium that call center's distribution provided by the present invention is attended a banquet are according to user's history
User's graduation is several user tags by behavioral data, is attended a banquet multiple according to service type, geographical location and service labels
Multiple groups of attending a banquet are divided into, when active user's distribution is attended a banquet, active user is added to according to demand for services selects first
Data, current geographic position and the matched group queue of attending a banquet of user tag, when detection user is assigned not in threshold time
When attending a banquet, other groups of attending a banquet are reassigned to, all users can only be according to first in, first out in fixation to avoid in the prior art
Service type middle queuing of attending a banquet, raising attends a banquet allocation flexibility, improves running efficiency of system, effectively reduce dead discharge life.
Description of the drawings
Upon reading the detailed description of non-limiting embodiments with reference to the following drawings, other feature of the invention,
Objects and advantages will become more apparent upon.
Fig. 1 is the flow chart for the method that call center's distribution of the embodiment of the present invention one is attended a banquet；
Fig. 2 is the flow chart for the method that call center's distribution of the embodiment of the present invention two is attended a banquet；
Fig. 3 is group schematic diagram of attending a banquet of one embodiment of the invention；
Fig. 4 is the module diagram of the system attended a banquet including call center's distribution of one embodiment of the invention；
Fig. 5 is the structural schematic diagram for the equipment that call center's distribution of one embodiment of the invention is attended a banquet；And
Fig. 6 is the structural schematic diagram of the computer readable storage medium of one embodiment of the invention.
Specific implementation mode
Example embodiment is described more fully with reference to the drawings.However, example embodiment can be with a variety of shapes
Formula is implemented, and is not understood as limited to embodiment set forth herein.On the contrary, thesing embodiments are provided so that the present invention will
Fully and completely, and by the design of example embodiment comprehensively it is communicated to those skilled in the art.It is identical attached in figure
Icon note indicates same or similar structure, thus will omit repetition thereof.
It attends a banquet for call center's distribution, the prior art usually according to by first in, first out principle, will have same services to need
All users asked are lined up in the queue of a fixed service type group, this kind method of salary distribution flexibility of attending a banquet is poor, can not
It rationally transfers resource of attending a banquet and is easy to happen the case where user extremely arranges when the service type group is busy.
Active user is firstly added and is selected according to demand for services by the way that multiple attend a banquet is divided into multiple groups of attending a banquet by the present invention
Data, current geographic position and the matched group queue of attending a banquet of user tag are selected, is sat when user is assigned not in threshold time
Xi Shi reassigns to other groups of attending a banquet, and to which flexible allocation is attended a banquet, raising, which is attended a banquet, answers efficiency, and dead discharge is effectively avoided to give birth to.
Fig. 1 is the flow chart for the method that call center's distribution of the embodiment of the present invention one is attended a banquet.As shown in Figure 1, this hair
Bright call center distributes the method attended a banquet, and includes the following steps：
S11, according to user's history behavioral data to user identifier user tag.
Historical behavior data dial frequency, customer consumption data and user's personality label including at least user.Wherein use
The frequency that frequency includes user's history place calls center is dialed at family.Customer consumption data include user account type, account mark
Label, user's history quantity on order.In the present embodiment in order to improve user's nicety of grading, it further includes that user works as that user, which dials frequency,
The frequency at day place calls center, customer consumption data further include user's day order quantity.User dials frequency, customer consumption
Every factor in data is weighted according to respective preset weighted value, by end value interval division user tag.
User is dialed into frequency height in the present embodiment, the high user of customer consumption data is divided into high urgency label, user is dialed
Frequency is low, and the low user of customer consumption data is divided into low urgency label.
User's personality label is used for according to different user personality category division user tag, so as in subsequent step
Targetedly distribute group of attending a banquet.Preferably, presupposition analysis model, such as decision-tree model or Logistic times may be used
Return model, is trained using manual labeling and with reference to data presupposition analysis model to improve analysis model.Obtain user's
History calling record is carried out voice conversion and extracts keyword by history calling record and satisfaction score data, will be crucial
Word and satisfaction score data input preset analysis model, to obtain user's personality label.User in other embodiments
Personality label can directly be transferred by interface from external system, such as customer analysis system.
The present invention divides user into row label using multiple dimensions, so as to targetedly divide in subsequent step
With corresponding group of attending a banquet running efficiency of system and user satisfaction are improved by user quickly with pairing of suitably attending a banquet.
S12, multiple attend a banquet is divided into multiple groups of attending a banquet.
Service type, personality label and Skills tab evaluation are carried out to the corresponding contact staff that attends a banquet, attended a banquet multiple
It is divided into multiple groups of attending a banquet according to service type, geographical location and service labels.Service type refers in provided service
Classification of appearance, such as domestic hotel, internal ticket etc..
Fig. 3 is group schematic diagram of attending a banquet of one embodiment of the invention.As shown in figure 3, by it is multiple attend a banquet be divided into attend a banquet group 1,
It attends a banquet and organizes 2, attend a banquet and organize 3 and group 4 of attending a banquet.The service type attended a banquet in group 1 of wherein attending a banquet is domestic hotel, and status position is
Shanghai, service labels are label 1.The service type attended a banquet in group 2 of attending a banquet is domestic hotel, and status position is Shanghai, service
Label is label 2.The service type attended a banquet in group 3 of attending a banquet is internal ticket, and status position is Shanghai, and service labels are label
1.The service type attended a banquet in group 4 of attending a banquet is domestic hotel, and status position is Beijing, and service labels are label 1.It attends a banquet and organizes 1
Identical as geographical location as the service type for group 2 of attending a banquet, only service labels are different.The service type of group 1 of attending a banquet and group 3 of attending a banquet is not
Together, geographical location is identical.Group 1 of attending a banquet is identical as the service type of group 4 of attending a banquet, and geographical location is different.
It being different from the prior art, all service types, attending a banquet for geographical location are uniformly carried out planning distribution by the present invention, from
And increase the flexibility ratio for distribution of attending a banquet.The service labels for group of attending a banquet by personality label to contact staff and Skills tab into
Row divides, and service labels are corresponding with user tag.
S13, accessing user dial in signal.
It is obtained by IVR (Interactive Voice Response, interactive voice answering) system in the present embodiment
User dials in signal, identifies active user according to subscriber phone number, device number or IP address, and further obtain user's mark
Label.Active user is obtained from IVR system, and data are selected for demand for services.Demand for services selection data refer to the need of user's selection
Service content to be offered, demand for services select data corresponding with service type.
S15, group of attending a banquet is matched, active user is added to the queue of matched group of attending a banquet.
Specifically, selecting data, current geographic position and user tag to obtain according to the demand for services of active user
The queue of matched group of attending a banquet is added in active user by the group of attending a banquet exactly matched.
S16, when active user not within the preset first threshold value time be assigned attend a banquet when, by active user be added to
Group same services classification of attending a banquet matched, the queue of the group of attending a banquet of the different service labels of same geographic location.
Step S16 includes step S161, judges whether active user is assigned within the preset first threshold value time and attends a banquet, with
And step S162, active user is added to the difference with a matched group same services classification of attending a banquet, same geographic location and is serviced
The queue of the group of attending a banquet of label.It attends a banquet specifically, periodically checking whether active user is assigned, thens follow the steps S20 in this way
By active user connection be assigned attend a banquet, such as otherwise calculate active user the stand-by period with it is expected that the sum of stand-by period whether
Beyond the first threshold time, then follow the steps in this way S162 by active user be added to a matched group same services class of attending a banquet
Not, the queue of the group of attending a banquet of the different service labels of same geographic location, otherwise active user such as continued to attend a banquet matched
It is waited in the queue of group, cycle executes step S161 again.
Preferably, estimated stand-by period t calculates acquisition by following formula in the present embodiment：
T=(u* (1-r) * l/w)+(w*l-T)/w；
Wherein u is to be lined up number of users, and r is user's abandonment rate, and l is average call duration, and w is the number of attending a banquet organized of attending a banquet, and T is
Group whole of attending a banquet is attended a banquet total duration of call of current talking.Wherein (u* (1-r) * l/w) is to attend a banquet in currently attending a banquet the queue organized
The existing demand-expected duration for being lined up user of average treatment, (w*l-T)/w are to attend a banquet to handle specified duration and actually occur duration
Adjustment average value.It is calculated by above-mentioned formula, effectively estimates the estimated stand-by period of active user, accuracy is higher.At it
The method that other can also be used to calculate the estimated stand-by period in his embodiment.
In other embodiments, can also by directly judge active user the stand-by period whether exceed threshold value, such as
It is to then follow the steps S162.Or it by judging whether the estimated stand-by period exceeds the first threshold time, thens follow the steps in this way
S162.Compare above two mode, the method that the present embodiment is taken, considered active user the stand-by period and
It is expected that the stand-by period, accuracy is higher, and predictive good, further improves system and distributes efficiency of attending a banquet.
S17, when active user not within the default second threshold time be assigned attend a banquet when, by active user be added to
Group same services classification of attending a banquet matched, diverse geographic location and service type different from matched group of attending a banquet, identical geography position
The queue of shortest group of attending a banquet of estimated stand-by period in the multiple groups of attending a banquet set.
Step S17 includes step S171, judges whether active user is assigned within the default second threshold time and attends a banquet, with
And step S172, active user is added to other shortest groups of attending a banquet of estimated stand-by period.Specifically, periodically checking current
Whether user, which is assigned, is attended a banquet, and is thened follow the steps S20 in this way and is assigned active user's connection and attend a banquet, such as otherwise calculates current use
Family currently attend a banquet group queue in the stand-by period with it is expected that the sum of stand-by period whether exceed the second threshold time, in this way
S172 is thened follow the steps, is calculated and a matched group same services classification of attending a banquet, the estimated waiting of the group of attending a banquet of diverse geographic location
Time, and service type different from matched group of attending a banquet, the estimated stand-by period of the group of attending a banquet of same geographic location, in this step
The service labels for group of attending a banquet are not distinguished in rapid, that is, when calculating the estimated waiting of the group of attending a banquet of all service labels in above-mentioned condition
Between.Active user is added to the queue of shortest group of attending a banquet of calculated estimated stand-by period.As otherwise by active user after
Continue and waited in the queue for currently attending a banquet group, cycle executes step S171 again.
The identical calculation with step S16 may be used in the calculation of estimated stand-by period t in this step.
To attend a banquet in Fig. 3, a group schematic diagram is illustrated, and active user is matched in step S15 to attend a banquet group to attend a banquet
Group 1 then active user is added in the queue for group 1 of attending a banquet.Judge active user not in preset first threshold value in step s 16
Interior be assigned is attended a banquet, then active user is added and 1 same services classification of group of attending a banquet, the different service marks of same geographic location
The group 2 of attending a banquet of label.Judge that active user is to be assigned to attend a banquet not within the default second threshold time in step S17, then will work as
Preceding user is added attend a banquet group 3 or group 4 of attending a banquet in shortest group of attending a banquet of estimated stand-by period queue.
The team of service type, geographical location and the matched group of attending a banquet of service labels is added in active user by the present invention first
Row are properly attended a banquet with reaching distribution, improve whole service quality of attending a banquet.When matched group of attending a banquet is busy, redistribute current
User to the service type that match group of attending a banquet, the queue organized of attending a banquet that geographical location is identical but service labels are different, to protect
User's queue waiting time is reduced on the basis of barrier service quality.When the group of attending a banquet redistributed is still busy, redistribute
Active user is expected that stand-by period shortest queues for attending a banquet group avoid sending out to reduce user's queue waiting time to other
Life and death is arranged.
Fig. 2 is the flow chart for the method that call center's distribution of the embodiment of the present invention two is attended a banquet.As shown in Fig. 2, this reality
It is roughly the same with the method for embodiment one to apply example, difference lies in further include between step S13 and step S15 in the present embodiment
Step S14 judges that active user attends a banquet with the presence or absence of intention.
Specifically, in step S13, user is obtained by IVR system and dials in signal, according to subscriber phone number, equipment
Number or IP address identify active user.Step S14 includes step S141 and step S142.Step S141 judgements are first carried out to work as
Preceding user attends a banquet with the presence or absence of intention.In this embodiment, intention is attended a banquet corresponding to the call of the same day history including active user
Attend a banquet or the current order of active user corresponding to attend a banquet.According to the same day of user before the active user's search identified
History converses and current order, and current order includes order in progress, the order not carried out also, in the present embodiment
In, current order further includes the History Order for completing day in 3 days.The call of same day history is corresponding to be attended a banquet or handles currently
Attending a banquet for order is attended a banquet for intention.
As judged, there is no intentions to attend a banquet, and thens follow the steps S15, matches group of attending a banquet, matched seat is added in active user
The queue of seat group.Judge that there are intentions to attend a banquet, and thens follow the steps S142, judges whether intention is attended a banquet idle.As intention is attended a banquet sky
Spare time, then follow the steps S20 connections be assigned attend a banquet, i.e., active user attends a banquet with intention connect.As intention attend a banquet it is not idle, then
Execute step S15.
By the setting of step S14, can realize by Inbound Calls before and after user distribute to it is same attend a banquet, attending a banquet can have
Effect tracking user demand is improved service quality to which further reasonable distribution is attended a banquet.
By the above-mentioned description to the embodiment of the present invention it is found that the present invention by multiple attend a banquet by being divided into multiple attend a banquet
Active user is firstly added and selects data, current geographic position according to demand for services and user tag is matched attends a banquet by group
Group queue, when user not within the first threshold time be assigned attend a banquet when, redistribute active user to match attend a banquet organize
Service type, the queue for the group of attending a banquet that geographical location is identical but service labels are different, when user is not again in the second threshold time
It is interior to be assigned when attending a banquet, redistribute queue of the active user to other estimated stand-by period shortest group of attending a banquet.Pass through unification
Management diverse geographic location and service type are attended a banquet, and to grouping of attending a banquet, user are carried out to the mode of repeated dispensing, flexibly
Distribution is attended a banquet, and ensures service quality of attending a banquet, and raising, which is attended a banquet, answers efficiency, and dead discharge is effectively avoided to give birth to.
The present invention also provides a kind of call centers to distribute the system attended a banquet, and the system that call center distribution is attended a banquet is used for
It, will be with same services demand usually according to by first in, first out principle when for the prior art, heart distribution is attended a banquet in a call
All users are lined up in the queue of a fixed service type group, and flexibility is poor, resource of attending a banquet can not be rationally transferred, when this
When service type group is busy, be easy to happen the problem of user extremely arranges, the present invention by the way that multiple attend a banquet is divided into multiple groups of attending a banquet,
Active user is firstly added selects data, current geographic position and matched attend a banquet of user tag to form a team according to demand for services
Row reassign to other groups of attending a banquet when user is assigned not in threshold time to attend a banquet, and to which flexible allocation is attended a banquet, carry
Height, which is attended a banquet, answers efficiency, and dead discharge is effectively avoided to give birth to.
Fig. 4 is the module diagram of the system attended a banquet including call center's distribution of one embodiment of the invention.Such as Fig. 4 institutes
Show, the system 10 that call center of the invention distribution is attended a banquet includes user's portrait module 11, grouping module of attending a banquet 12, queue assignment
Module 13.
User's portrait module 11 connects external user database 20, for being gone through according to the user in external user database 20
History behavioral data is to user identifier user tag.
In the present embodiment, historical behavior data include that user dials frequency, customer consumption data and user's personality mark
Label.User dials the frequency that frequency includes user's history place calls center and the frequency at user's same day place calls center.
Customer consumption data include user account type, account label, user's history quantity on order and user's day order quantity.With
Frequency is dialed at family, and every factor in customer consumption data is weighted according to respective preset weighted value, by end value
Interval division user tag.
Grouping module of attending a banquet 12 be used for by it is multiple attend a banquet be divided into according to service type, geographical location and service labels it is more
A group of attending a banquet, service labels are corresponding with user tag.
Queue assignment module 13 is used for when accessing user dials in signal, and number is selected according to the demand for services of active user
It attends a banquet group according to, current geographic position and user tag matching, active user is added to the queue of matched group of attending a banquet.Queue point
It is lined up situation with 13 regular monitoring active user of module, is attended a banquet when active user is assigned not within the preset first threshold value time
When, by active user be added to a matched group same services classification of attending a banquet, the seat of the different service labels of same geographic location
The queue of seat group.After active user is redistributed, queue assignment module 13 continues regular monitoring active user and is lined up situation, when
Active user is assigned not within the default second threshold time when attending a banquet, and active user is added to identical as matched group of attending a banquet
Service type, diverse geographic location and service type different from matched group of attending a banquet, multiple groups of attending a banquet of same geographic location
In shortest group of attending a banquet of estimated stand-by period queue.
It is understood that the system 10 that call center's distribution of the present invention is attended a banquet further includes other support call centers point
The existing capability module run with the system 10 attended a banquet.The system 10 that call center's distribution that Fig. 4 is shown is attended a banquet is only one
Example should not bring any restrictions to the function and use scope of the embodiment of the present invention.
The system 10 that call center's distribution in the present embodiment is attended a banquet is attended a banquet for realizing above-mentioned call center's distribution
Method, therefore the specific implementation step of system 10 attended a banquet for call center's distribution is referred to above-mentioned distribute call center
The description for the method attended a banquet, details are not described herein again.
The system 10 that call center provided by the present invention distribution is attended a banquet is according to user's history behavioral data by user's graduation
For several user tags, multiple attend a banquet is divided into multiple groups of attending a banquet according to service type, geographical location and service labels,
By active user distribution attend a banquet when, first by active user be added to according to demand for services select data, current geographic position with
And the matched group queue of attending a banquet of user tag reassigns to it when detection user is assigned not in threshold time to attend a banquet
He attends a banquet group, to avoid all users in the prior art that from can only being arranged in the attending a banquet of fixed service type according to first in, first out
Allocation flexibility of attending a banquet improves in team, improves running efficiency of system, effectively reduces dead discharge life.
The embodiment of the present invention also provides a kind of distribution of call center and attends a banquet equipment, including processor.Memory, wherein storing
There is the executable instruction of processor.Wherein, processor is configured to be performed in above-mentioned calling via execution executable instruction
The heart distributes the step of method attended a banquet.
As above, which is firstly added active user according to clothes by the way that multiple attend a banquet is divided into multiple groups of attending a banquet
Business demand selects data, current geographic position and the matched group queue of attending a banquet of user tag, when user is not in threshold time
It is assigned when attending a banquet, reassigns to other groups of attending a banquet, to which flexible allocation is attended a banquet, raising, which is attended a banquet, answers efficiency, effectively avoids
Dead discharge life.
Person of ordinary skill in the field it is understood that various aspects of the invention can be implemented as system, method or
Program product.Therefore, various aspects of the invention can be embodied in the following forms, i.e.,：It is complete hardware embodiment, complete
The embodiment combined in terms of full Software Implementation (including firmware, microcode etc.) or hardware and software, can unite here
Referred to as " circuit ", " module " or " platform ".
Fig. 5 is that the call center of one embodiment of the invention distributes the structural schematic diagram for equipment of attending a banquet.It is retouched referring to Fig. 5
The call center for stating this embodiment according to the present invention distributes equipment 600 of attending a banquet.Call center's distribution that Fig. 5 is shown is attended a banquet
Equipment 600 is only an example, should not bring any restrictions to the function and use scope of the embodiment of the present invention.
As shown in figure 5, call center's distribution is attended a banquet, equipment 600 is showed in the form of universal computing device.Call center point
Component with equipment 600 of attending a banquet can include but is not limited to：At least one processing unit 610, at least one storage unit 620,
Connect bus 630, the display unit 640 etc. of different platform component (including storage unit 620 and processing unit 610).
Wherein, storage unit has program stored therein code, and program code can be executed by processing unit 610 so that processing is single
Member 610 execute described in this specification above-mentioned electronic prescription circulation processing method part according to the various exemplary implementations of the present invention
The step of mode.For example, processing unit 610 can execute step as shown in fig. 1.
Storage unit 620 may include the readable medium of volatile memory cell form, such as Random Access Storage Unit
(RAM) 6201 and/or cache memory unit 6202, it can further include read-only memory unit (ROM) 6203.
Storage unit 620 can also include program/utility with one group of (at least one) program module 6205
6204, such program module 6205 includes but not limited to：Operating system, one or more application program, other program moulds
Block and program data may include the realization of network environment in each or certain combination in these examples.
Bus 630 can be to indicate one or more in a few class bus structures, including storage unit bus or storage
Cell controller, peripheral bus, graphics acceleration port, processing unit use the arbitrary bus structures in a variety of bus structures
Local bus.
Call center distribution attend a banquet equipment 600 can also with one or more external equipments 700 (such as keyboard, be directed toward set
Standby, bluetooth equipment etc.) communication, it can also enable a user to distribute the friendship of equipment 600 of attending a banquet with the call center with one or more
Mutual equipment communication, and/or with enable call center distribution attend a banquet equipment 600 and one or more of the other computing device into
Any equipment (such as router, modem etc.) communication of row communication.This communication can pass through input/output (I/
O) interface 650 carries out.Also, equipment 600 is attended a banquet in call center's distribution can also be by network adapter 660 and one or more
A network (such as LAN (LAN), wide area network (WAN) and/or public network, such as internet) communication.Network adapter 660
Other modules that equipment 600 of attending a banquet can be distributed with call center by bus 630 communicate.It should be understood that although not showing in figure
Go out, the equipment 600 that can attend a banquet in conjunction with call center's distribution uses other hardware and/or software module, including but not limited to：Micro- generation
Code, device driver, redundant processing unit, external disk drive array, RAID system, tape drive and data backup are deposited
Store up platform etc..
The embodiment of the present invention also provides a kind of computer readable storage medium, and for storing program, program is performed reality
The step of call center in existing above-described embodiment distributes the method attended a banquet.In some possible embodiments, of the invention
Various aspects are also implemented as a kind of form of program product comprising program code, when program product on the terminal device
When operation, program code is for making terminal device execute described in this specification above-mentioned electronic prescription circulation processing method part
The step of according to various illustrative embodiments of the invention.
As it appears from the above, the program of the computer readable storage medium of the embodiment is when being executed, by drawing multiple attend a banquet
It is divided into multiple groups of attending a banquet, active user is firstly added, data, current geographic position and user's mark are selected according to demand for services
A matched group queue of attending a banquet is signed, when user is assigned not in threshold time to attend a banquet, reassigns to other groups of attending a banquet, to
Flexible allocation is attended a banquet, and raising, which is attended a banquet, answers efficiency, and dead discharge is effectively avoided to give birth to.
Fig. 6 is the structural schematic diagram of the computer readable storage medium of one embodiment of the invention.Refering to what is shown in Fig. 6, description
The program product 800 for realizing the above method according to the embodiment of the present invention, may be used portable compact disc
Read-only memory (CD-ROM) and include program code, and can be run on terminal device, such as PC.However, this
The program product of invention is without being limited thereto, in this document, readable storage medium storing program for executing can be any include or storage program it is tangible
Medium, the program can be commanded the either device use or in connection of execution system, device.
The arbitrary combination of one or more readable mediums may be used in program product.Readable medium can be that readable signal is situated between
Matter or readable storage medium storing program for executing.Readable storage medium storing program for executing for example can be but be not limited to electricity, magnetic, optical, electromagnetic, infrared ray or partly lead
System, device or the device of body, or the arbitrary above combination.More specific example (the non exhaustive row of readable storage medium storing program for executing
Table) include：Electrical connection, portable disc, hard disk, random access memory (RAM), read-only storage with one or more conducting wires
Device (ROM), erasable programmable read only memory (EPROM or flash memory), optical fiber, portable compact disc read only memory (CD-
ROM), light storage device, magnetic memory device or above-mentioned any appropriate combination.
Computer readable storage medium may include in a base band or as the data-signal that a carrier wave part is propagated,
In carry readable program code.The data-signal of this propagation may be used diversified forms, including but not limited to electromagnetic signal,
Optical signal or above-mentioned any appropriate combination.Readable storage medium storing program for executing can also be any readable Jie other than readable storage medium storing program for executing
Matter, which can send, propagate either transmission for used by instruction execution system, device or device or and its
The program of combined use.The program code for including on readable storage medium storing program for executing can transmit with any suitable medium, including but not
It is limited to wireless, wired, optical cable, RF etc. or above-mentioned any appropriate combination.
It can be write with any combination of one or more programming languages for executing the program that operates of the present invention
Code, programming language include object oriented program language-Java, C++ etc., further include conventional process
Formula programming language-such as " C " language or similar programming language.Program code can be calculated fully in user
It executes in equipment, partly execute on a user device, being executed, partly in user calculating equipment as an independent software package
Upper part executes or is executed in remote computing device or server completely on a remote computing.It is being related to remotely counting
In the situation for calculating equipment, remote computing device can pass through the network of any kind, including LAN (LAN) or wide area network
(WAN), it is connected to user calculating equipment, or, it may be connected to external computing device (such as utilize ISP
To be connected by internet).
Active user is added first for method, system, equipment and the storage medium that call center's distribution of the present invention is attended a banquet
Service type, the queue of geographical location and the matched group of attending a banquet of service labels, is properly attended a banquet with reaching distribution, improves whole sit
Seat service quality.When matched group of attending a banquet is busy, redistribute active user to the service type that match group of attending a banquet, it is geographical
The queue for the group of attending a banquet that position is identical but service labels are different, is waited in line with reducing user on the basis of ensuring service quality
Time.When the group of attending a banquet redistributed is still busy, active user is redistributed to other shortest seats of estimated stand-by period
The queue of seat group avoids occurring extremely arranging to reduce user's queue waiting time.
The above content is a further detailed description of the present invention in conjunction with specific preferred embodiments, and it cannot be said that
The specific implementation of the present invention is confined to these explanations.For those of ordinary skill in the art to which the present invention belongs, exist
Under the premise of not departing from present inventive concept, a number of simple deductions or replacements can also be made, all shall be regarded as belonging to the present invention's
Protection domain.
Claims (10)
1. a kind of call center distributes the method attended a banquet, which is characterized in that include the following steps：
S11, according to user's history behavioral data to user identifier user tag, the historical behavior data include user dial frequency
Rate, customer consumption data and user's personality label；
S12, multiple attend a banquet is divided into multiple groups of attending a banquet, the service according to service type, geographical location and service labels
Label is corresponding with the user tag；
S13, accessing user dial in signal；
S15, data, current geographic position and user tag is selected to match group of attending a banquet according to the demand for services of active user, it will
The queue of matched group of attending a banquet is added in active user；
S16, when active user not within the preset first threshold value time be assigned attend a banquet when, by active user be added to it is matched
It attends a banquet a group same services classification, the queue of the group of attending a banquet of the different service labels of same geographic location；
S17, when active user not within the default second threshold time be assigned attend a banquet when, by active user be added to it is matched
It attends a banquet a group same services classification, diverse geographic location and a service types different from matched group of attending a banquet, same geographic location
The queue of shortest group of attending a banquet of estimated stand-by period in multiple groups of attending a banquet.
2. call center as described in claim 1 distributes the method attended a banquet, which is characterized in that before step S15 further include step
Rapid S14 judges that active user attends a banquet with the presence or absence of intention, thens follow the steps S15 Ru no, then further judges the intention in this way
It whether idle attends a banquet, active user is then accessed into the intention in this way and is attended a banquet, S15 is thened follow the steps Ru no.
3. call center as claimed in claim 2 distributes the method attended a banquet, which is characterized in that the intention is attended a banquet including current
Attending a banquet corresponding to attending a banquet corresponding to the same day history call of user or the current order of active user.
4. call center as described in claim 1 distributes the method attended a banquet, which is characterized in that in the step S16 periodically
It checks whether active user is assigned to attend a banquet, then active user's connection is assigned attends a banquet in this way, such as otherwise calculate active user
The stand-by period with it is expected that the sum of stand-by period whether exceed the first threshold time, in this way then by active user be added to
Group same services classification of attending a banquet matched, the queue of the group of attending a banquet of the different service labels of same geographic location, such as otherwise will be current
User continues to wait in the matched queue for attending a banquet group.
5. call center as described in claim 1 distributes the method attended a banquet, which is characterized in that in the step S17 periodically
It checks whether active user is assigned to attend a banquet, then active user's connection is assigned attends a banquet in this way, such as otherwise calculate active user
Currently attend a banquet group queue in the stand-by period with it is expected that the sum of stand-by period whether exceed the second threshold time, in this way then
By active user be added to a matched group same services classification of attending a banquet, diverse geographic location and with a matched group difference of attending a banquet
Service type, otherwise the queue of shortest group of attending a banquet of estimated stand-by period, will such as work as in multiple groups of attending a banquet of same geographic location
Preceding user continues to wait in the queue for currently attending a banquet group.
6. call center as described in claim 4 or 5 distributes the method attended a banquet, which is characterized in that estimated stand-by period t
It is calculated and is obtained by following formula：
T=(u* (1-r) * l/w)+(w*l-T)/w；
Wherein u is to be lined up number of users, and r is user's abandonment rate, and l is average call duration, and w is the number of attending a banquet of group of attending a banquet, and T is to attend a banquet
Total duration of call of the whole current talkings of attending a banquet of group.
7. call center as described in claim 1 distributes the method attended a banquet, which is characterized in that obtain user in step s 11
History calling record and satisfaction score data, the history calling record is subjected to voice conversion and extracts keyword,
The keyword and satisfaction score data are inputted into preset analysis model, to obtain user's personality label.
8. a kind of call center distributes the system attended a banquet, it is characterised in that including：
User's portrait module, according to user's history behavioral data to user identifier user tag, the historical behavior data include
User dials frequency, customer consumption data and user's personality label；
It attends a banquet grouping module, the grouping module of attending a banquet by multiple for attending a banquet according to service type, geographical location and service
Label is divided into multiple groups of attending a banquet, and the service labels are corresponding with the user tag；
Queue assignment module, the queue assignment module is used for when accessing user dials in signal, according to the service of active user
Demand selection data, current geographic position and user tag match group of attending a banquet, and matched group of attending a banquet is added in active user
Queue, when active user not within the preset first threshold value time be assigned attend a banquet when, by active user be added to matched seat
Seat group same services classification, the queue of the group of attending a banquet of the different service labels of same geographic location, when active user is not default
Be assigned when attending a banquet in the second threshold time, by active user be added to a matched group same services classification of attending a banquet, differently
Position and a service types different from matched group of attending a banquet are managed, are expected the stand-by period most in multiple groups of attending a banquet of same geographic location
The queue of short group of attending a banquet.
9. a kind of call center distributes the equipment attended a banquet, which is characterized in that including：
Processor；
Memory, wherein being stored with the executable instruction of the processor；
Wherein, the processor is configured to come any one of perform claim requirement 1 to 7 institute via the execution executable instruction
State the step of call center distributes the method attended a banquet.
10. a kind of computer readable storage medium, for storing program, which is characterized in that described program is performed realization power
The step of profit requires any one of 1 to 7 call center to distribute the method attended a banquet.
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| CN201811019192.5A CN108683818B (en) | 2018-09-03 | 2018-09-03 | Method, system, equipment and storage medium for distributing seats in call center |
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| CN201811019192.5A CN108683818B (en) | 2018-09-03 | 2018-09-03 | Method, system, equipment and storage medium for distributing seats in call center |
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