CN108769439A - Traffic handling method, server and computer readable storage medium - Google Patents
Traffic handling method, server and computer readable storage medium Download PDFInfo
- Publication number
- CN108769439A CN108769439A CN201810565793.XA CN201810565793A CN108769439A CN 108769439 A CN108769439 A CN 108769439A CN 201810565793 A CN201810565793 A CN 201810565793A CN 108769439 A CN108769439 A CN 108769439A
- Authority
- CN
- China
- Prior art keywords
- traffic
- time
- unit interval
- handling
- request
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Classifications
-
- 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
-
- 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
Abstract
The invention discloses a kind of Traffic handling methods, are applied to server, the method comprising the steps of：Traffic handling request is received, determines the time of reception of the Traffic handling request；Judge whether live traffice is that can preengage traffic；If it is determined that this traffic is that can preengage traffic, it is determined that the subscription time of this traffic, wherein the subscription time is it is expected that can be with the time of this traffic of start to process；And asked in response to the Traffic handling, export the subscription time of this identified traffic.The invention also discloses a kind of server and computer readable storage mediums, by implementing said program, a kind of service processing of reservation form may be implemented, in the case where not increasing Service Source, ask asynchronization to free time section peak service, therefore the service processing pressure for reducing peak time, promotes the utilization rate of Service Source, avoids cost waste.
Description
Technical field
The present invention relates to field of computer technology more particularly to a kind of Traffic handling method, servers and computer-readable
Storage medium.
Background technology
In daily life, the case where often oriented service side dials Service Phone.Telephone recourse peak period, for service
For side, traffic influx increases at this time, and the operator of service side's configuration may cannot be satisfied traffic influx at this time, cause
Response amount is in saturation and constant always, queuing number increase relatively low so as to cause percent of call completed.On the one hand, online a large amount of
The user of waiting answering can occupy certain process resource, and certain processing pressure is caused to server；On the other hand, Yong Huqiu
Phone is encountered when helping temporarily to be not turned on, and waits for overlong time, user experience poor in queue.
Invention content
In view of this, a kind of Traffic handling method of present invention proposition, server and computer readable storage medium, Ke Yishi
Peak service is asked asynchronization to the free time by a kind of existing service processing of reservation form in the case where not increasing Service Source
Period, therefore the service processing pressure of peak time is reduced, the utilization rate of Service Source is promoted, cost waste is avoided.
First, to achieve the above object, the present invention proposes a kind of server, and the server includes memory, processor,
The traffic processing routine that can be run on the processor is stored on the memory, the Traffic handling program is by the place
Reason device realizes following steps when executing：Traffic handling request is received, determines the time of reception of the Traffic handling request；Judgement is worked as
Whether preceding traffic is that can preengage traffic；If it is determined that this traffic is that can preengage traffic, it is determined that the subscription time of this traffic,
In, the subscription time is it is expected that can be with the time of this traffic of start to process；And it is asked in response to the Traffic handling, output
The subscription time of this identified traffic.
Optionally, it when the Traffic handling program is executed by the processor, is determined by following one or more modes
This traffic is that can preengage traffic：Live traffice handling rate is less than the first predetermined threshold value；Or the business information of this traffic
This described traffic of instruction is that can preengage traffic；Or initiate the history traffic data instruction institute of the user of the Traffic handling request
The acceptance of traffic can be preengage higher than the second predetermined threshold value by stating user couple.
Optionally, the method for the determining subscription time includes step:Setting unit period Time, the unit interval
Section Time refers to the period of prefixed time interval；It calculates from least one after the time of reception T that the Traffic handling is asked
The traffic total amount C that can be accepted in a unit interval Timeable；Statistics is after the time of reception T that the Traffic handling is asked
At least one unit interval Time in traffic request amount Crequest；According to formula Ccall=Cable-CrequestCalculate the list
The reservation telephone traffic C that position Time period, operator free time can be handledcall；Work as CcallFor the integer more than or equal to 1, determine from
The unit interval (T, T+Time) from the time of reception of the Traffic handling request can be used as subscription time；Otherwise it determines
The unit interval (T, T+Time) from the time of reception that the Traffic handling is asked cannot function as subscription time；Wherein,
If the calculating can be accepted out of at least one unit interval Time after the time of reception T that the Traffic handling is asked
Total amount of being engaged in CableThe step of include：According to formula Cable=ClaborIt * can at least one unit interval Time of Time/a calculating
The traffic total amount C of undertakingable, wherein ClaborFor operator's quantity in described unit interval Time sections, a is to be talked about according to history
Business statistical data estimates operator in the unit interval to the average treatment duration of a traffic.
Optionally, when the Traffic handling program is executed by the processor, following steps are also realized：For this traffic point
With process resource, and lock the process resource；Within the predetermined time after exporting the subscription time, determines and initiate the words
Whether the user of business access request receives this reservation；If the user does not receive this reservation, the process resource is discharged.
In addition, to achieve the above object, the present invention also provides a kind of Traffic handling methods, are applied to server, the side
Method includes：Traffic handling request is received, determines the time of reception of the Traffic handling request；Judge live traffice whether be can be pre-
About traffic；If it is determined that this traffic is that can preengage traffic, it is determined that the subscription time of this traffic, wherein the subscription time
For it is expected that can be with the time of this traffic of start to process；And it is asked in response to the Traffic handling, this word determined by output
The subscription time of business.
Optionally, determine whether this traffic is that can preengage traffic by following one or more modes：Or live traffice
Handling rate is less than the first predetermined threshold value；Or this described traffic of business information instruction of this traffic is that can preengage traffic；
Or the history traffic data of the user of the initiation Traffic handling request indicates that the user couple can preengage the acceptance height of traffic
In the second predetermined threshold value.
Optionally, the method for the determining subscription time includes step:Setting unit period Time, the unit interval
Section Time refers to the period of prefixed time interval；It calculates from least one after the time of reception T that the Traffic handling is asked
The traffic total amount C that can be accepted in a unit interval Timeable；Statistics is after the time of reception T that the Traffic handling is asked
At least one unit interval Time in traffic request amount Crequest；According to formula Ccall=Cable-CrequestCalculate the list
The reservation telephone traffic C that position Time period, operator free time can be handledcall；Work as CcallFor the integer more than or equal to 1, determine from
The unit interval (T, T+Time) from the time of reception of the Traffic handling request can be used as subscription time；Otherwise it determines
The unit interval (T, T+Time) from the time of reception that the Traffic handling is asked cannot function as subscription time.
Optionally, described to calculate from least one unit interval after the time of reception T that the Traffic handling is asked
The traffic total amount C that can be accepted in TimeableThe step of include：According to formula Cable=Clabor* Time/a calculates at least one list
The traffic total amount C that can be accepted in the period Time of positionable, wherein ClaborFor operator's number in described unit interval Time sections
Amount, a be according to history traffic statistics estimate operator in the unit interval to the average treatment of a traffic when
It is long.
Optionally, the method further includes step：For this traffic distribution process resource, and lock the process resource；
Within the predetermined time after exporting the subscription time, it is pre- to determine whether the user for initiating the traffic access request receives this
About；If the user does not receive this reservation, the process resource is discharged.
Further, to achieve the above object, the present invention also provides a kind of computer readable storage medium, the computers
Readable storage medium storing program for executing is stored with Traffic handling program, and the Traffic handling program can be executed by least one processor, so that institute
State the step of at least one processor executes Traffic handling method as described above.
Compared to the prior art, traffic processing method, server and computer readable storage medium proposed by the invention,
First, Traffic handling request is received, determines the time of reception of the Traffic handling request；Secondly, judge live traffice whether be
Traffic can be preengage；Again, however, it is determined that this traffic is that can preengage traffic, it is determined that the subscription time of this traffic, wherein described
Subscription time is it is expected that can be with the time of this traffic of start to process；Finally, it is asked in response to the Traffic handling, output institute is really
The subscription time of this fixed traffic.The invention also discloses a kind of server and computer readable storage mediums, pass through implementation
Said program may be implemented a kind of service processing of reservation form and ask peak service in the case where not increasing Service Source
It asks asynchronization to free time section, therefore reduces the service processing pressure of peak time, promote the utilization rate of Service Source, avoid
Cost waste.
Description of the drawings
Fig. 1 is the schematic diagram of one optional hardware structure of server of the present invention；
Fig. 2 is the Program modual graph of Traffic handling program first embodiment of the present invention；
Fig. 3 is the flow chart of Traffic handling method first embodiment of the present invention；
Fig. 4 is the flow chart of Traffic handling method second embodiment of the present invention.
Reference numeral：
The embodiments will be further described with reference to the accompanying drawings for the realization, the function and the advantages of the object of the present invention.
Specific implementation mode
In order to make the purpose , technical scheme and advantage of the present invention be clearer, with reference to the accompanying drawings and embodiments, right
The present invention is further elaborated.It should be appreciated that described herein, specific examples are only used to explain the present invention, not
For limiting the present invention.Based on the embodiments of the present invention, those of ordinary skill in the art are not before making creative work
The every other embodiment obtained is put, shall fall within the protection scope of the present invention.
It should be noted that the description for being related to " first ", " second " etc. in the present invention is used for description purposes only, and cannot
It is interpreted as indicating or implying its relative importance or implicitly indicates the quantity of indicated technical characteristic.Define as a result, " the
One ", the feature of " second " can explicitly or implicitly include at least one of the features.In addition, the skill between each embodiment
Art scheme can be combined with each other, but must can be implemented as basis with those of ordinary skill in the art, when technical solution
Will be understood that the combination of this technical solution is not present in conjunction with there is conflicting or cannot achieve when, also not the present invention claims
Protection domain within.
As shown in fig.1, being the schematic diagram of 1 one optional hardware structure of server.
The server 1 can be rack-mount server, blade server, tower server or Cabinet-type server etc.
Computing device, which can be independent server, can also be the server cluster that multiple servers are formed.
In the present embodiment, the server 1 may include, but be not limited only to, and can be in communication with each other connection by system bus and deposit
Reservoir 11, processor 12, network interface 13.
The server 1 connects network by network interface 13, obtains information.The network can be intranet
(Intranet), internet (Internet), global system for mobile communications (Global System of Mobile
Communication, GSM), wideband code division multiple access (Wideband Code Division Multiple Access,
WCDMA), the wirelessly or non-wirelessly network such as 4G networks, 5G networks, bluetooth (Bluetooth), Wi-Fi, speech path network.
It should be pointed out that Fig. 1 illustrates only the server 1 with component 11-13, it should be understood that simultaneously should not
Realistic to apply all components shown, the implementation that can be substituted is more or less component.
Wherein, the memory 11 includes at least a type of storage medium (computer readable storage medium), described
Storage medium includes flash memory, hard disk, multimedia card, card-type memory (for example, SD or DX memories etc.), random access storage device
(RAM), static random-access memory (SRAM), read-only memory (ROM), electrically erasable programmable read-only memory
(EEPROM), programmable read only memory (PROM), magnetic storage, disk, CD etc..In some embodiments, described to deposit
Reservoir 11 can be the internal storage unit of the server 1, such as the hard disk or memory of the server 1.In other implementations
In example, the memory 11 can also be the External memory equipment of the server 1, such as the plug-in type that the server 1 is equipped with
Hard disk, intelligent memory card (Smart Media Card, SMC), secure digital (Secure Digital, SD) card, flash card
(Flash Card) etc..Certainly, the memory 11 can also both include the server 1 internal storage unit and also including it
External memory equipment.In the present embodiment, the memory 11 commonly used in storage be installed on the server 1 operating system and
Types of applications software, for example, Traffic handling program 200 program code etc..In addition, the memory 11 can be also used for temporarily
Ground stores the Various types of data that has exported or will export.
The processor 12 can be in some embodiments central processing unit (Central Processing Unit,
CPU), controller, microcontroller, microprocessor or other data processing chips.The processor 12 is commonly used in the control clothes
The overall operation of business device 1, such as execute data interaction or the relevant control of communication and processing etc..In the present embodiment, the place
Reason device 12 is used to run the program code stored in the memory 11 or processing data, such as runs the Traffic handling
Program 200 etc..
The network interface 13 may include radio network interface or wired network interface, which is commonly used in
Communication connection is established between the server 1 and other electronic equipments.
In the present embodiment, is installed in the server 1 and run Traffic handling program 200, when the Traffic handling journey
When sequence 200 is run, the server 1 first, receives Traffic handling request, determines the time of reception of the Traffic handling request；
Secondly, judge whether live traffice is that can preengage traffic；Again, however, it is determined that this traffic is that can preengage traffic, it is determined that this
The subscription time of traffic, wherein the subscription time is it is expected that can be with the time of this traffic of start to process；Finally, in response to
The Traffic handling request, exports the subscription time of this identified traffic.The invention also discloses a kind of server and meters
Calculation machine readable storage medium storing program for executing may be implemented a kind of service processing of reservation form, do not increasing service by implementing said program
In the case of resource, ask asynchronization to free time section peak service, therefore reduce the service processing pressure of peak time,
The utilization rate for promoting Service Source avoids cost waste.
So far, oneself is through describing the hardware configuration and work(of the application environment and relevant device of each embodiment of the present invention in detail
Energy.In the following, above application environment and relevant device will be based on, each embodiment of the present invention is proposed.
First, the present invention proposes a kind of Traffic handling program 200.
As shown in fig.2, being the Program modual graph of 200 first embodiment of Traffic handling program of the present invention.
In the present embodiment, server 1, including a series of computer program instructions being stored on memory 11, i.e. institute
Traffic handling program 200 is stated, when the computer program instructions are executed by processor 12, various embodiments of the present invention may be implemented
Traffic handling operates.In some embodiments, the specific operation realized based on the computer program instructions each section, it is described
Traffic handling program 200 can be divided into one or more modules.For example, in fig. 2, the traffic processing routine 200
Receiving module 201, judgment module 202, reservation determining module 203, reservation output module 204 and traffic distribution can be divided into
Module 205.Wherein：
The receiving module 201 determines the time of reception of the Traffic handling request for receiving Traffic handling request.
The judgment module 202, for judging whether live traffice is that can preengage traffic.
Specifically, the judgment module 202 determines that this traffic is that can preengage at least through following one or more modes
Traffic：
First, live traffice handling rate is less than the first predetermined threshold value.
In the present embodiment, current traffic handling rate (percent of call completed) can be inquired, if current time traffic request amount is very
Greatly, operator is completely in talking state, and there will be the Traffic handling largely waited in line requests, and Traffic handling rate is very low,
In such cases, it may be considered that be determined as this traffic to preengage traffic.
Second, this described traffic of business information instruction of this traffic is that can preengage traffic.
In some cases, possible user business to be treated is more urgent, and certain business may require promptness
Relatively low, for example, the urgency level being stolen for account is higher, and the urgency level of certain consulting class business is relatively low.It therefore can
With the urgency level of various businesses in flexible configuration concrete scene as needed, certain non-emergent business can be identified as to preengage
Traffic.When user asks to handle such business, it may be considered that be determined as this traffic to preengage traffic.
Third, the history traffic data for initiating the user of the Traffic handling request indicate that the user couple can preengage traffic
Acceptance be higher than the second predetermined threshold value.
Specifically, the second predetermined threshold value can be a percentage value, such as the numerical value such as 30%, 50%, 70%, 90%.It is described
User identifier may be used in judgment module 202 (userId may include user's name, user account or user contact details etc.)
As keyword, inquire the history traffic data of the user, judge user couple can subscription services acceptance.Assuming that user's history
Traffic data indicate user for multiple subscription services all using refusing by the way of, user couple can the acceptance of subscription services be
30%, then illustrate the user couple can preengage traffic acceptance it is relatively low；Assuming that user's history traffic data indicates user for more
Secondary subscription services all using receive by the way of, user couple can subscription services acceptance be 80%, then illustrate that the user couple can be pre-
The acceptance of about traffic is higher, then it is contemplated that this traffic is determined as to preengage traffic.
It should be noted that judging this traffic the present invention is not limited to above-mentioned several ways for traffic can be preengage, develop
Other judgment modes can be arranged in personnel as needed.
The reservation determining module 203, for if it is determined that this traffic be can preengage traffic, it is determined that this traffic it is pre-
It makes an appointment.
In the present embodiment, if it is that can preengage words that judgment module 202 determines this traffic not according at least three kinds of modes above
Business waits for operator's access, to handle this traffic then by this traffic access service center.If judgment module 202
It determines that this traffic is that can preengage traffic, then can further determine that the subscription time of this traffic.
The reservation output module 204 exports this identified traffic for being asked in response to the Traffic handling
Subscription time.
In the present embodiment, the subscription time is：It is expected that can be with the time of this traffic of start to process.
Since asynchronous service (asynchronous service) is that daily idle manpower is called to be serviced for the user of busy call loss,
Here critical issue is：Operator can about provide the ability of how many traffic outgoing calls when idle when idle.Due to
The factors such as traffic influx, inlet time, service time are all uncertain, it is difficult to accurately estimate some seat at what time
It is in idle condition.In the present embodiment, problem is determined as：The unit interval for dividing time into fixed duration needs pre-
Estimating the free time of each unit interval operator can make a call how many, can be subdivided into following several factors：When unit
Between the traffic request amount of section, the efficiency of operator of operator's quantity of unit interval and unit interval (ask by a traffic
It asks and needs processing time how long).
Therefore, can by data such as the historical traffics of history traffic data, operator's scheduling data and traffic, and
The datas on flows such as the traffic data of the current time of request are received, are estimated following at least one after the time of reception
The traffic total amount that can be accepted in a unit interval and the traffic request amount for estimating at least one unit interval, from
And determine a rational subscription time.If for example, estimate the traffic total amount that can be accepted in some following unit interval compared with
Greatly, and the traffic request amount of the unit interval is little, then the unit interval can be identified as subscription time.
Wherein, the unit interval refers to the period of prefixed time interval, and unit interval can be according to practical need
It asks and is configured, for example, 15 minutes, 30 minutes, 45 minutes or 60 minutes.
For example, it is assumed that unit interval is a hour (60 minutes), some following period is (for example, 11：00am—
12:Waiter 00am) has 10 people, and the average treatment duration once serviced needs 10 minutes, then can be accepted in unit interval
Service total amount be 60.According to the service request amount received in the unit interval, it is assumed that be 40, then the unit interval
20 subscription services can be handled, since the period has leisure service ability, the unit interval conduct can be chosen
Subscription time.
The traffic total amount that can be accepted can pre-allocate situation according to traffic and determine.In real work, traffic administration personnel one
As can shift to an earlier date deploying to operator according to the history amount of dialing and go out the scheduling datas such as a moon dial plan, day dial plan.
Traffic request amount can be estimated according to the statistical result of the history amount of dialing (history volume of services).
In an optional realization method, the present embodiment additionally provides the mode that one of which determines subscription time：It obtains
Take operator's quantity in the unit interval；Operator is estimated in the unit interval according to history traffic statistics
Interior average treatment duration；According to operator's quantity and the average treatment duration, calculating can in the unit interval
The traffic total amount of undertaking；When subtracting the difference and the unit of the traffic request amount according to the traffic total amount accepted
Between the quantity that has been reserved in section, determine the subscription time.
Above-mentioned determination process can be indicated by following formula：
Ccall=Clabor*Time/a-Crequest
CcallIt refer to the reservation telephone traffic that unit interval free time operator can be handled；ClaborRefer in unit interval
Operator's quantity, can be obtained by the scheduling data of operator；Time refers to the duration of the unit interval, specific number
Value can be determined according to used chronomere；A refers to average treatment duration of the operator in the unit interval,
CrequestIt refer to the traffic request amount for the unit interval estimated.The determination of subscription time, it can be understood as according to operator
Quantity estimates the traffic total amount that can be accepted in a unit interval, subtracts possible traffic request amount, is exactly the unit interval
The reservation telephone traffic that section operator can be handled during idle time.Therefore, as long as CcallFor the integer more than or equal to 1, i.e. table
Show that there is unit interval operator free time can handle reservation telephone traffic, it may be determined that the unit interval can conduct
Subscription time.
As above, it is assumed that unit interval is a hour (60 minutes), some following period is (for example, 11：00am—
12:Waiter 00am) has 10 people, and the average treatment duration once serviced needs 10 minutes, then can be accepted in unit interval
Service total amount be 60.According to the service request amount received in the unit interval, it is assumed that be 40, then the unit interval
20 subscription services can be handled.
Then, Time=60, a=10, Crequest=40, Clabor=10, above parameter substitution formula can be obtained：
Ccall=Clabor*Time/a-Crequest=10*60/10-40=20
That is Ccall>1
As long as i.e. Ccall>1, the period is just represented with leisure service ability, therefore can choose unit interval work
For subscription time.
Wherein, the traffic request amount C of at least one unit intervalrequestIt estimates to obtain in the following way：
(1) obtains the target signature of this traffic according to the time of reception.
Specifically, the target signature includes following one or more features：With the time of reception in same unit
Between traffic total history statistical data in section, within the certain time time of reception whole day traffic request total amount, with
And whether the instruction time of reception is associated with the feature of default label, the default label includes festivals or holidays and/or month.
(2) acquired target signature is input to preset traffic request amount prediction model by, utilizes the traffic request
Amount prediction model calculates the traffic request amount of the unit interval.
The traffic request amount prediction model trains to obtain by using history traffic data to machine learning model.In machine
In device learning model, in order to coordinate and manage the work of operator, machine learning model is also needed to distinguish moon dial plan, be dialed day
Reservation client and first group of client are distinguished in plan, and the history amount of dialing counts, and in view of operator's deploying of business Expiration Date.
Further, the traffic request amount prediction model also needs to carry out operator's distribution in view of client's dimension, and client's dimension is extremely
Include customer facility, the expire-services moon, business model less.For example, preferentially distributing subscription time if it is VIP user, service is arrived
Phase month closer client preferentially distributes subscription time etc., and the data for optimizing machine mould in this way export.
Determined by being exported when the reservation output module 204 after the subscription time of this traffic, the traffic distribution mould
Block 205 for being this traffic distribution process resource, and locks the process resource.
Further, in order to ensure process resource is not wasted, and reservation amount is larger in order to prevent and Service Source point
With malfunction, prevent operator can not timely processing traffic the case where, the traffic distribution module 205 is additionally operable to described in output
In predetermined time after subscription time, determine whether the user for initiating the traffic access request receives this reservation.
Specifically, determining that this can be after subscription time, the traffic distribution module 205 can be generated for this traffic
Confirmation slip, and it is locked as the process resource of this traffic distribution.In order to ensure process resource is not wasted, the reservation is being exported
In preset time after time (such as half an hour or 15 minutes), determine whether the user for initiating the traffic access request connects
It is preengage by this, if the user does not receive this reservation, the traffic distribution module 205 discharges the process resource.If
User receives, then can activate confirmation slip.
By above procedure module 201-205, server proposed by the invention receives Traffic handling request, determines institute
State the time of reception of Traffic handling request；Judge whether live traffice is that can preengage traffic；Again, however, it is determined that this traffic is can
Preengage traffic, it is determined that the subscription time of this traffic, the subscription time be it is expected that can with start to process this traffic when
Between；It is asked in response to the Traffic handling, exports the subscription time of this identified traffic.A kind of reservation form may be implemented
Service processing, in the case where not increasing Service Source, by peak service ask asynchronization to free time section, therefore reduce
The service processing pressure of peak time, promotes the utilization rate of Service Source, avoids cost waste.
In addition, the present invention also proposes a kind of Traffic handling method.
As shown in fig.3, being the implementation process diagram of Traffic handling method first embodiment of the present invention.In the present embodiment
In, the execution sequence of the step in flow chart shown in Fig. 3 can change according to different requirements, and certain steps can be omitted.
Step S301 receives Traffic handling request, determines the time of reception of the Traffic handling request.
Step S302 judges whether live traffice is that can preengage traffic.Traffic is when can preengage traffic, to execute before determination
Otherwise step S303 executes step S304.
Specifically, the server 1 determines that this traffic is that can preengage traffic at least through following one or more modes：
First, live traffice handling rate is less than the first predetermined threshold value.
In the present embodiment, current traffic handling rate (percent of call completed) can be inquired, if current time traffic request amount is very
Greatly, operator is completely in talking state, and there will be the Traffic handling largely waited in line requests, and Traffic handling rate is very low,
In such cases, it may be considered that be determined as this traffic to preengage traffic.
Second, this described traffic of business information instruction of this traffic is that can preengage traffic.
In some cases, possible user business to be treated is more urgent, and certain business may require promptness
Relatively low, for example, the urgency level being stolen for account is higher, and the urgency level of certain consulting class business is relatively low.It therefore can
With the urgency level of various businesses in flexible configuration concrete scene as needed, certain non-emergent business can be identified as to preengage
Traffic.When user asks to handle such business, it may be considered that be determined as this traffic to preengage traffic.
Third, the history traffic data for initiating the user of the Traffic handling request indicate that the user couple can preengage traffic
Acceptance be higher than the second predetermined threshold value.
Specifically, the second predetermined threshold value can be a percentage value, such as the numerical value such as 30%, 50%, 70%, 90%.It is described
User identifier (userId may include user's name, user account or user contact details etc.) conduct may be used in server 1
Keyword inquires the history traffic data of the user, judge user couple can subscription services acceptance.Assuming that user's history traffic
Data indicate that user by the way of refusal, then illustrates that the user couple can preengage the acceptance of traffic for multiple subscription services
It is relatively low；Assuming that user's history traffic data indicates that user by the way of receiving, then illustrates the use for multiple subscription services
The acceptance that family pair can preengage traffic is higher, then it is contemplated that this traffic is determined as to preengage traffic.
It should be noted that judging this traffic the present invention is not limited to above-mentioned several ways for traffic can be preengage, develop
Other judgment modes can be arranged in personnel as needed.
Step S303 determines the subscription time of this traffic.
If server 1 determines that this traffic is that can preengage traffic, the subscription time of this traffic can be further determined that.This
In embodiment, the subscription time is：It is expected that can be with the time of this traffic of start to process.
Step S304, by this traffic access service center.
In the present embodiment, if it is that can preengage traffic that server 1 determines this traffic not according at least three kinds of modes above,
By this traffic access service center, operator's access is waited for, to handle this traffic.
Step S305 is asked in response to the Traffic handling, exports the subscription time of this identified traffic.
Since asynchronous service is that daily idle manpower is called to be serviced for the user of busy call loss, key here is asked
Topic is：Operator can about provide the ability of how many traffic outgoing calls when idle when idle.Due to traffic influx,
The factors such as inlet time, service time are all uncertain, it is difficult to accurately estimate some seat and be in idle shape at what time
State.In the present embodiment, problem is determined as：The unit interval for dividing time into fixed duration needs to estimate each unit
The free time of period operator can make a call how many, can be subdivided into following several factors：The traffic of unit interval
The operator of request amount, operator's quantity of unit interval and unit interval efficiency (traffic request need how long
Processing time).
Therefore, can by data such as the historical traffics of history traffic data, operator's scheduling data and traffic, and
The datas on flows such as the traffic data of the current time of request are received, are estimated following at least one after the time of reception
The traffic total amount that can be accepted in a unit interval and the traffic request amount for estimating at least one unit interval, from
And determine a rational subscription time.If for example, estimate the traffic total amount that can be accepted in some following unit interval compared with
Greatly, and the traffic request amount of the unit interval is little, then the unit interval can be identified as subscription time.
Wherein, the unit interval refer to prefixed time interval unit interval period can according to actual demand into
Row setting, for example, 15 minutes, 30 minutes, 45 minutes or 60 minutes.
For example, it is assumed that unit interval is a hour (60 minutes), some following period is (for example, 11：00am—
12:Waiter 00am) has 10 people, and the average treatment duration once serviced needs 10 minutes, then can be accepted in unit interval
Service total amount be 60.According to the service request amount received in the unit interval, it is assumed that be 40, then the unit interval
20 subscription services can be handled, since the period has leisure service ability, the unit interval conduct can be chosen
Subscription time.
The traffic total amount that can be accepted can pre-allocate situation according to traffic and determine.In real work, traffic administration personnel one
As can shift to an earlier date deploying to operator according to the history amount of dialing and go out the scheduling datas such as a moon dial plan, day dial plan.
Traffic request amount can be estimated according to the statistical result of the history amount of dialing (history volume of services).
In an optional realization method, the present embodiment additionally provides the mode that one of which determines subscription time：It obtains
Take operator's quantity in the unit interval；Operator is estimated in the unit interval according to history traffic statistics
Interior average treatment duration；According to operator's quantity and the average treatment duration, calculating can in the unit interval
The traffic total amount of undertaking；When subtracting the difference and the unit of the traffic request amount according to the traffic total amount accepted
Between the quantity that has been reserved in section, determine the subscription time.
Above-mentioned determination process can be indicated by following formula：
Ccall=Clabor*(Time/a-Crequest)
CcallIt refer to the reservation telephone traffic that unit interval free time operator can be handled；ClaborRefer in unit interval
Operator's quantity, can be obtained by the scheduling data of operator；Time refers to the duration of the unit interval, specific number
Value can be determined according to used chronomere；A refers to average treatment duration of the operator in the unit interval,
CrequestIt refer to the traffic request amount for the unit interval estimated.The determination of subscription time, it can be understood as according to operator
Quantity estimates the traffic total amount that can be accepted in a unit interval, subtracts possible traffic request amount, is exactly the unit interval
The reservation telephone traffic that section operator can be handled during idle time.Therefore, as long as CcallFor the integer more than or equal to 1, i.e. table
Show that there is unit interval operator free time can handle reservation telephone traffic, it may be determined that the unit interval can conduct
Subscription time.
As above, it is assumed that unit interval is a hour (60 minutes), some following period is (for example, 11：00am—
12:Waiter 00am) has 10 people, and the average treatment duration once serviced needs 10 minutes, then can be accepted in unit interval
Service total amount be 60.According to the service request amount received in the unit interval, it is assumed that be 40, then the unit interval
20 subscription services can be handled.
Then, Time=60, a=10, Crequest=40, Clabor=10, above parameter substitution formula can be obtained：
Ccall=Clabor*Time/a-Crequest=10*60/10-40=20
That is Ccall>1
As long as i.e. Ccall>1, the period is just represented with leisure service ability, therefore can choose unit interval work
For subscription time.
Wherein, the traffic request amount C of at least one unit intervalrequestIt estimates to obtain in the following way：
(1) obtains the target signature of this traffic according to the time of reception.
Specifically, the target signature includes following one or more features：With the time of reception in same unit
Between traffic total history statistical data in section, within the certain time time of reception whole day traffic request total amount, with
And whether the instruction time of reception is associated with the feature of default label, the default label includes festivals or holidays and/or month.
(2) acquired target signature is input to preset traffic request amount prediction model by, utilizes the traffic request
Amount prediction model calculates the traffic request amount of the unit interval.
The traffic request amount prediction model trains to obtain by using history traffic data to machine learning model.In machine
In device learning model, in order to coordinate and manage the work of operator, machine learning model is also needed to distinguish moon dial plan, be dialed day
Reservation client and first group of client are distinguished in plan, and the history amount of dialing counts, and in view of operator's deploying of business Expiration Date.
Further, the traffic request amount prediction model also needs to carry out operator's distribution in view of client's dimension, and client's dimension is extremely
Include customer facility, the expire-services moon, business model less.For example, preferentially distributing subscription time if it is VIP user, service is arrived
Phase month closer client preferentially distributes subscription time etc., and the data for optimizing machine mould in this way export.
S301-305 through the above steps, traffic processing method proposed by the invention, head receive Traffic handling request, really
The time of reception of the fixed Traffic handling request；Judge whether live traffice is that can preengage traffic；Again, however, it is determined that this traffic
For traffic can be preengage, it is determined that the subscription time of this traffic, the subscription time are it is expected that can be with this traffic of start to process
Time；It is asked in response to the Traffic handling, exports the subscription time of this identified traffic.A kind of reservation may be implemented
Peak service is asked asynchronization to free time section, therefore by the service processing of form in the case where not increasing Service Source
The service processing pressure for reducing peak time, promotes the utilization rate of Service Source, avoids cost waste.
As shown in fig.4, being the implementation process diagram of Traffic handling method second embodiment of the present invention.In the present embodiment
In, the execution sequence of the step in flow chart shown in Fig. 4 can change according to different requirements, and certain steps can be omitted.
The step S401-S409 of the Traffic handling method is similar with the step S301-S305 of first embodiment, and difference lies in the party
Method further includes step S406-S409.
Step S401 receives Traffic handling request, determines the time of reception of the Traffic handling request.
Step S402 judges whether live traffice is that can preengage traffic.Traffic is when can preengage traffic, to execute before determination
Otherwise step S403 executes step S404.
Specifically, the server 1 determines that this traffic is that can preengage traffic at least through following one or more modes：
First, live traffice handling rate is less than the first predetermined threshold value.
In the present embodiment, current traffic handling rate (percent of call completed) can be inquired, if current time traffic request amount is very
Greatly, operator is completely in talking state, and there will be the Traffic handling largely waited in line requests, and Traffic handling rate is very low,
In such cases, it may be considered that be determined as this traffic to preengage traffic.
Second, this described traffic of business information instruction of this traffic is that can preengage traffic.
In some cases, possible user business to be treated is more urgent, and certain business may require promptness
Relatively low, for example, the urgency level being stolen for account is higher, and the urgency level of certain consulting class business is relatively low.It therefore can
With the urgency level of various businesses in flexible configuration concrete scene as needed, certain non-emergent business can be identified as to preengage
Traffic.When user asks to handle such business, it may be considered that be determined as this traffic to preengage traffic.
Third, the history traffic data for initiating the user of the Traffic handling request indicate that the user couple can preengage traffic
Acceptance be higher than the second predetermined threshold value.
Specifically, the second predetermined threshold value can be a percentage value, such as the numerical value such as 30%, 50%, 70%, 90%.It is described
User identifier (userId may include user's name, user account or user contact details etc.) conduct may be used in server 1
Keyword inquires the history traffic data of the user, judge user couple can subscription services acceptance.Assuming that user's history traffic
Data indicate that user by the way of refusal, then illustrates that the user couple can preengage the acceptance of traffic for multiple subscription services
It is relatively low；Assuming that user's history traffic data indicates that user by the way of receiving, then illustrates the use for multiple subscription services
The acceptance that family pair can preengage traffic is higher, then it is contemplated that this traffic is determined as to preengage traffic.
It should be noted that judging this traffic the present invention is not limited to above-mentioned several ways for traffic can be preengage, develop
Other judgment modes can be arranged in personnel as needed.
Step S403 determines the subscription time of this traffic.
If server 1 determines that this traffic is that can preengage traffic, the subscription time of this traffic can be further determined that.This
In embodiment, the subscription time is：It is expected that can be with the time of this traffic of start to process.
Step S404, by this traffic access service center.
In the present embodiment, if it is that can preengage traffic that server 1 determines this traffic not according at least three kinds of modes above,
By this traffic access service center, operator's access is waited for, to handle this traffic.
Step S405 is asked in response to the Traffic handling, exports the subscription time of this identified traffic.
Since asynchronous service is that daily idle manpower is called to be serviced for the user of busy call loss, key here is asked
Topic is：Operator can about provide the ability of how many traffic outgoing calls when idle when idle.Due to traffic influx,
The factors such as inlet time, service time are all uncertain, it is difficult to accurately estimate some seat and be in idle shape at what time
State.In the present embodiment, problem is determined as：The unit interval for dividing time into fixed duration needs to estimate each unit
The free time of period operator can make a call how many, can be subdivided into following several factors：The traffic of unit interval
The operator of request amount, operator's quantity of unit interval and unit interval efficiency (traffic request need how long
Processing time).
Therefore, can by data such as the historical traffics of history traffic data, operator's scheduling data and traffic, and
The datas on flows such as the traffic data of the current time of request are received, are estimated following at least one after the time of reception
The traffic total amount that can be accepted in a unit interval and the traffic request amount for estimating at least one unit interval, from
And determine a rational subscription time.If for example, estimate the traffic total amount that can be accepted in some following unit interval compared with
Greatly, and the traffic request amount of the unit interval is larger, then the unit interval can be identified as subscription time.
Wherein, the unit interval can be configured according to actual demand, for example, 15 minutes, 30 minutes, 45 minutes or 60
Minute.
The traffic total amount that can be accepted can pre-allocate situation according to traffic and determine.In real work, traffic administration personnel one
As can shift to an earlier date deploying to operator according to the history amount of dialing and go out the scheduling datas such as a moon dial plan, day dial plan.
Traffic request amount can be estimated according to the statistical result of the history amount of dialing (history volume of services).
Step S406 is this traffic distribution process resource, and locks the process resource.
Specifically, determining that this can be after subscription time, the server 1 can generate the confirmation slip for this traffic,
And it is locked as the process resource of this traffic distribution.
Step S407 is determined within the predetermined time after exporting the subscription time and is initiated the traffic access request
Whether user receives this reservation.If the user does not receive this reservation, step S408 is executed, it is no to then follow the steps S409.
In the present embodiment, in order to ensure process resource is not wasted, and reservation amount is larger in order to prevent and Service Source
Distribution error, prevent operator can not timely processing traffic the case where, the server 1 is pre- after exporting the subscription time
It fixes time in (such as half an hour or 15 minutes), it is pre- to determine whether the user for initiating the traffic access request receives this
About.
Step S408 discharges the process resource.Specifically, it refers to if deleting reservation generation to discharge the process resource
Business confirmation slip.
Step S409 activates confirmation slip.
Specifically, it after server 1 activates confirmation slip, when reaching subscription time, reminds subscriber dialing or actively dials use
Family.
S401-409 through the above steps, traffic processing method proposed by the invention, by preset time with use
Family confirms subscription time, it can be ensured that process resource is not wasted, and prevents that reservation amount is larger and service resource allocation goes out
It is wrong, prevent operator can not timely processing traffic the case where.
The present invention also provides another embodiments, that is, provide a kind of computer readable storage medium, the computer
Readable storage medium storing program for executing is stored with Traffic handling program, and the Traffic handling program can be executed by least one processor, so that institute
It states at least one processor and executes the step of being engaged in processing method if above-mentioned.
The embodiments of the present invention are for illustration only, can not represent the quality of embodiment.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can add the mode of required general hardware platform to realize by software, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.Based on this understanding, technical scheme of the present invention substantially in other words does the prior art
Going out the part of contribution can be expressed in the form of software products, which is stored in a storage medium
In (such as ROM/RAM, magnetic disc, CD), including some instructions are used so that a station terminal equipment (can be mobile phone, computer, clothes
Be engaged in device, air conditioner or the network equipment etc.) execute method described in each embodiment of the present invention.
It these are only the preferred embodiment of the present invention, be not intended to limit the scope of the invention, it is every to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content is applied directly or indirectly in other relevant skills
Art field, is included within the scope of the present invention.
Claims (10)
1. a kind of Traffic handling method is applied to server, the method includes the steps：
Traffic handling request is received, determines the time of reception of the Traffic handling request；
Judge whether live traffice is that can preengage traffic；
If it is determined that this traffic is that can preengage traffic, it is determined that the subscription time of this traffic, wherein the subscription time is pre-
Meter can be with the time of this traffic of start to process；And
It is asked in response to the Traffic handling, exports the subscription time of this identified traffic.
2. Traffic handling method as described in claim 1, which is characterized in that determine this by following one or more modes
Traffic is that can preengage traffic：
Live traffice handling rate is less than the first predetermined threshold value；Or
This described traffic of business information instruction of this traffic is that can preengage traffic；Or
The history traffic data for initiating the user of the Traffic handling request indicates that the user couple can preengage the acceptance of traffic
Higher than the second predetermined threshold value.
3. Traffic handling method as described in claim 1, which is characterized in that the method for the determining subscription time includes step
Suddenly:
Setting unit period Time, the unit interval Time refer to the period of prefixed time interval；
If calculating can be accepted out of at least one unit interval Time after the time of reception T that the Traffic handling is asked
Total amount of being engaged in Cable；
Count the traffic request out of at least one unit interval Time after the time of reception T that the Traffic handling is asked
Measure Crequest；
According to formula Ccall=Cable-CrequestCalculate the reservation telephone traffic that unit interval Time free time operator can be handled
Ccall；
Work as CcallFor the integer more than or equal to 1, the unit interval from the time of reception that the Traffic handling is asked is determined
Subscription time can be used as；Otherwise determine that the unit interval from the time of reception that the Traffic handling is asked cannot function as
Subscription time.
4. Traffic handling method as claimed in claim 3, which is characterized in that the calculating connects from what the Traffic handling was asked
The traffic total amount C that can be accepted at least one unit interval Time after quarter in time receiving TableThe step of include：
According to formula Cable=Clabor* Time/a calculates the traffic total amount C that can be accepted at least one unit interval Timeable,
Wherein, ClaborFor operator's quantity in described unit interval Time sections, a is to estimate operator according to history traffic statistics
To the average treatment duration of a traffic in the unit interval.
5. Traffic handling method as described in claim 1, which is characterized in that the method further includes step：
For this traffic distribution process resource, and lock the process resource；
Within the predetermined time after exporting the subscription time, determine whether the user for initiating the traffic access request receives this
Secondary reservation；
If the user does not receive this reservation, the process resource is discharged.
6. a kind of server, which is characterized in that the server includes memory, processor, and being stored on the memory can
The traffic processing routine run on the processor realizes following step when the Traffic handling program is executed by the processor
Suddenly：
Traffic handling request is received, determines the time of reception of the Traffic handling request；
Judge whether live traffice is that can preengage traffic；
If it is determined that this traffic is that can preengage traffic, it is determined that the subscription time of this traffic, wherein the subscription time is pre-
Meter can be with the time of this traffic of start to process；And
It is asked in response to the Traffic handling, exports the subscription time of this identified traffic.
7. server as claimed in claim 6, which is characterized in that determine that this traffic is by following one or more modes
Traffic can be preengage：
Live traffice handling rate is less than the first predetermined threshold value；Or
This described traffic of business information instruction of this traffic is that can preengage traffic；Or
The history traffic data for initiating the user of the Traffic handling request indicates that the user couple can preengage the acceptance of traffic
Higher than the second predetermined threshold value.
8. server as claimed in claim 6, which is characterized in that the method for the determining subscription time includes step:
Preset unit interval Time is set；
If calculating can be accepted out of at least one unit interval Time after the time of reception T that the Traffic handling is asked
Total amount of being engaged in Cable；
Count the traffic request out of at least one unit interval Time after the time of reception T that the Traffic handling is asked
Measure Crequest；
According to formula Ccall=Cable-CrequestCalculate the reservation telephone traffic that unit interval Time free time operator can be handled
Ccall；
Work as CcallFor the integer more than or equal to 1, the unit interval from the time of reception that the Traffic handling is asked is determined
(T, T+Time) can be used as subscription time；Otherwise determine the unit interval from the time of reception that the Traffic handling is asked
Section (T, T+Time) cannot function as subscription time；
Wherein, the calculating is out of, at least one unit interval Time after the time of reception T that the Traffic handling is asked
The traffic total amount C that can be acceptedableThe step of include：
According to formula Cable=Clabor* Time/a calculates the traffic total amount C that can be accepted at least one unit interval Timeable,
Wherein, ClaborFor operator's quantity in described unit interval Time sections, a is to estimate operator according to history traffic statistics
To the average treatment duration of a traffic in the unit interval.
9. server as claimed in claim 6, which is characterized in that when the Traffic handling program is executed by the processor,
Also realize following steps：
For this traffic distribution process resource, and lock the process resource；
Within the predetermined time after exporting the subscription time, determine whether the user for initiating the traffic access request receives this
Secondary reservation；
If the user does not receive this reservation, the process resource is discharged.
10. a kind of computer readable storage medium, the computer-readable recording medium storage has Traffic handling program, the words
Business processing routine can be executed by least one processor, so that at least one processor is executed as appointed in claim 1-5
The step of traffic processing method described in one.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810565793.XA CN108769439A (en) | 2018-06-04 | 2018-06-04 | Traffic handling method, server and computer readable storage medium |
| PCT/CN2018/102210 WO2019232936A1 (en) | 2018-06-04 | 2018-08-24 | Telephone traffic processing method, server, and computer readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810565793.XA CN108769439A (en) | 2018-06-04 | 2018-06-04 | Traffic handling method, server and computer readable storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN108769439A true CN108769439A (en) | 2018-11-06 |
Family
ID=64002701
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201810565793.XA Pending CN108769439A (en) | 2018-06-04 | 2018-06-04 | Traffic handling method, server and computer readable storage medium |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN108769439A (en) |
| WO (1) | WO2019232936A1 (en) |
Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1882019A (en) * | 2005-06-17 | 2006-12-20 | 中兴通讯股份有限公司 | Method for call center realizing active callback and its active callback system |
| JP2007006323A (en) * | 2005-06-27 | 2007-01-11 | Fujitsu Support & Service Kk | Call center system |
| CN101686285A (en) * | 2008-09-25 | 2010-03-31 | 中兴通讯股份有限公司 | Method for user to leave message when customer service system agents are all busy |
| CN102917142A (en) * | 2011-08-01 | 2013-02-06 | 上海贝尔股份有限公司 | Method and device for establishing call on busy |
| CN107231496A (en) * | 2017-06-07 | 2017-10-03 | 阿里巴巴集团控股有限公司 | Traffic handling, service processing method, device and server |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20150281440A1 (en) * | 2014-03-31 | 2015-10-01 | Timetrade Systems, Inc. | Interactive voice response system linked to a calendaring and availability system |
| CN107968897A (en) * | 2017-11-03 | 2018-04-27 | 平安科技（深圳）有限公司 | Customer service session distribution method, electronic device and computer-readable recording medium |
| CN107979704A (en) * | 2017-12-01 | 2018-05-01 | 中国联合网络通信集团有限公司 | Queuing strategy, queuing system |
-
2018
- 2018-06-04 CN CN201810565793.XA patent/CN108769439A/en active Pending
- 2018-08-24 WO PCT/CN2018/102210 patent/WO2019232936A1/en active Application Filing
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1882019A (en) * | 2005-06-17 | 2006-12-20 | 中兴通讯股份有限公司 | Method for call center realizing active callback and its active callback system |
| JP2007006323A (en) * | 2005-06-27 | 2007-01-11 | Fujitsu Support & Service Kk | Call center system |
| CN101686285A (en) * | 2008-09-25 | 2010-03-31 | 中兴通讯股份有限公司 | Method for user to leave message when customer service system agents are all busy |
| CN102917142A (en) * | 2011-08-01 | 2013-02-06 | 上海贝尔股份有限公司 | Method and device for establishing call on busy |
| CN107231496A (en) * | 2017-06-07 | 2017-10-03 | 阿里巴巴集团控股有限公司 | Traffic handling, service processing method, device and server |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2019232936A1 (en) | 2019-12-12 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN107231496B (en) | Traffic processing method, service processing method, device and server | |
| CN107682576B (en) | Customer incoming line distribution method, system, computer equipment and storage medium | |
| CN101645988B (en) | Next-generation call center system and queuing method thereof | |
| JP2000232523A (en) | Method and system for deciding agent occupancy rate in call center | |
| CN110138883B (en) | Hybrid cloud resource allocation method and device | |
| US20140337435A1 (en) | Device and Method for the Dynamic Load Management of Cloud Services | |
| CN111010426A (en) | Message pushing method and device | |
| WO2019157779A1 (en) | Incoming call processing method, electronic device and computer-readable storage medium | |
| CN112465615B (en) | Method, device and system for processing bill data | |
| CN109977749A (en) | Meeting room management method, device and computer equipment based on recognition of face | |
| Dimitriou | A preemptive resume priority retrial queue with state dependent arrivals, unreliable server and negative customers | |
| CN115348264A (en) | Multi-tenant cloud service management method, device, equipment and storage medium | |
| EP3306965A1 (en) | Charging method, communication platform, and communication system | |
| CN108881651A (en) | Data processing method, device, equipment and the storage medium of call platform | |
| CN107786680A (en) | Method and apparatus for being managed to IP address resources | |
| CN108769439A (en) | Traffic handling method, server and computer readable storage medium | |
| CN113362520A (en) | Intelligent queuing method and system and application platform thereof | |
| CN108881646B (en) | Task tracking method, device, equipment and storage medium of call center | |
| CN109040491B (en) | Hanging-up behavior processing method and device, computer equipment and storage medium | |
| CN111866288A (en) | Client incoming call processing method and device | |
| EP2873036A1 (en) | System and method for optimized and distributed resource management | |
| CN116132585A (en) | Information processing method and related device | |
| CN108076119B (en) | Pre-service processing method and system | |
| CN115567644B (en) | Method, system, device, equipment and medium for scheduling voice outbound | |
| US11108656B1 (en) | Techniques for allocating and managing telecommunication resources |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20181106 |
|
| RJ01 | Rejection of invention patent application after publication |