CN109002973A

CN109002973A - The distribution of customer service resource, customer service resource data methods of exhibiting and device

Info

Publication number: CN109002973A
Application number: CN201810701000.2A
Authority: CN
Inventors: 李江
Original assignee: Koubei Shanghai Information Technology Co Ltd
Current assignee: Koubei Shanghai Information Technology Co Ltd
Priority date: 2018-06-29
Filing date: 2018-06-29
Publication date: 2018-12-14

Abstract

This application discloses a kind of distribution methods of customer service resource, comprising: obtains the historical consultation data asked questions for service unit；The history for obtaining service unit described in guest access accesses data；Data are accessed according to the historical consultation data and the history, determine that the data for the customer service resource for needing to distribute for the problem that the service unit, the customer service resource are seeked advice from for handling for service unit；According to the data of the customer service resource for needing to distribute for the service unit, customer service resource is distributed for the service unit, alternatively, providing the data of the customer service resource for needing to distribute for the service unit to the equipment for distributing customer service resource.It solves the problems, such as to be difficult to distribute suitable artificial customer service resource in existing customer service scheme.

Description

The distribution of customer service resource, customer service resource data methods of exhibiting and device

Technical field

This application involves customer service technical fields, and in particular to a kind of distribution method and device of customer service resource.The application is same When be related to the methods of exhibiting and device of a kind of customer service resource data.

Background technique

Unmanned shops's business model is increasingly promoted under the line being newly sold, and unmanned shops is more and more.So-called unmanned shops is Refer to no attendant shops on the scene.Although unmanned shops brings the reduction of selling cost, but may also allow consumer Whether the service of scruple " nobody " can ask questions (such as pre-sales consulting, after-sale service, feedback suggestion etc.) to consumer Make reasonable reflection.

107995013 A of CN discloses a kind of customer service distribution method, comprising: as the visitor for receiving user client transmission When clothes request, the customer service IP address of customer service client is obtained；The IP of the customer service client is determined according to the customer service IP address Characteristic information, the IP characteristic information include: the network provisioning of company belonging to the customer service IP address, the customer service IP address At least one of quotient and the geographical ownership place of the customer service IP address；Detect the IP characteristic information of the customer service client Whether conform to a predetermined condition；If the IP characteristic information meets the predetermined condition, using the customer service client as target Customer service client distributes to the user client, and the target customer service client is used to provide customer service for the user client Service.Customer service is distributed to user according to the IP address of user client in customer service distribution method disclosed in CN107995013A End, do not account for according to service unit distribute customer service resource, can not by suitable customer service resource allocation to service unit to mention Rise customer service efficiency.

The customer service system of other existing unmanned shops, generally using virtual customer service (such as robot or 2D/3D image) and The customer service scheme that artificial customer service combines, virtual customer service carry out seeing client off, and what answer can be handled voluntarily asks questions (packet Include pre-sales ask questions and after-sale service problem), the problem of virtual customer service can not be handled, is handled by artificial customer service, for example, customer service System is managed collectively virtual customer service and artificial customer service by central server, and what customer service system received asks questions by virtual visitor After clothes analysis, however, it is determined that need artificial customer service processing, go to artificial customer service client by artificial customer service by central server Processing.In existing customer service system, in order to enable client does not perceive, virtual customer service is replied or artificial customer service replies, and is often mentioned Before get out artificial customer service and be assigned to shops, stare at asking questions for specified shops, stood when virtual customer service can not answer Quarter is handled by artificial customer service, is existed and is difficult to the case where distributing suitable artificial customer service resource to specified shops, leads to client occur The phenomenon that waiting customer service individual's processing to ask questions is needed, consumer experience is reduced.

Summary of the invention

The application provides a kind of customer service distribution method, to solve to be difficult to distribute suitable artificial visitor in existing customer service scheme Take the problem of consumer experience caused by resource reduces.

The application provides a kind of distribution method of customer service resource, comprising:

Obtain the historical consultation data asked questions for service unit；

The history for obtaining service unit described in guest access accesses data；

Data are accessed according to the historical consultation data and the history, determines and is directed to what the service unit needed to distribute The data of customer service resource, the customer service resource is for handling aiming at the problem that service unit consulting；

According to the data of the customer service resource for needing to distribute for the service unit, for service unit distribution visitor Resource is taken, alternatively, providing the customer service money for needing to distribute for the service unit to the equipment for distributing customer service resource The data in source.

It is optionally, described to obtain the historical consultation data asked questions for service unit, comprising:

The history asked questions for service unit is obtained from the record for the customer service equipment that counseling services are provided or log Advisory data.

Optionally, the history for obtaining service unit described in guest access accesses data, comprising:

From for monitoring the equipment into the visitor of the service unit, the history of service unit described in guest access is obtained Access data.

Optionally, described that data are accessed according to the historical consultation data and the history, it determines and is directed to the business sheet The data for the customer service resource that position needs to distribute, comprising:

Determine the Category of consulting asked questions for service unit；

The history that the service unit is obtained from the historical consultation data asks questions, and the history is asked questions Sorted out according to affiliated Category of consulting；

History after statistics is sorted out asks questions, and the history for obtaining each Category of consulting asks questions quantity；

The history the number of visiting people of service unit described in guest access is obtained from history access data；

Quantity and history the number of visiting people are asked questions according to the history of each Category of consulting, determines and is directed to the service unit Each Category of consulting data of customer service resource for needing to distribute.

Optionally, the history after the statistics is sorted out asks questions, and the history for obtaining each Category of consulting asks questions number Amount, comprising:

Historical consultation data after sorting out according to the period statistics of preset duration, obtains at least one of each Category of consulting The quantity of historical period asked questions；

The history the number of visiting people that service unit described in guest access is obtained from history access data, comprising:

According at least one described historical period, obtained from history access data described in the service unit to The number of visiting people of a few historical period；

The history according to each Category of consulting asks questions quantity and history the number of visiting people, determines and is directed to the business The data for the customer service resource that each Category of consulting of unit needs to distribute, comprising:

Quantity and at least one historical period are asked questions according at least one historical period of each Category of consulting The number of visiting people determines the number for the customer service resource for needing to distribute for each Category of consulting of the service unit in predetermined period According to.

Optionally, the distribution method of the customer service resource further include:

Determine the weight information of the data of different historical periods at least one described historical period；

When asking questions quantity and at least one history of at least one historical period according to each Category of consulting The number of visiting people of section determines the customer service resource for needing to distribute for each Category of consulting of the service unit in predetermined period Data, comprising:

Quantity, at least one are asked questions according at least one historical period of the weight information, each Category of consulting The number of visiting people of a historical period determines the visitor for needing to distribute for each Category of consulting of the service unit in predetermined period Take the data of resource.

Optionally, at least one historical period according to each Category of consulting asks questions quantity and at least one The number of visiting people of historical period determines the customer service for needing to distribute for each Category of consulting of the service unit in predetermined period The data of resource, comprising:

Determine that the first of predetermined period refers to the period with reference to period and second；Wherein, if day where the predetermined period is Work as the day before yesterday, then described second with reference at least one period, including following periods: the first reference period corresponding proxima luce (prox. luc) is simultaneously Section, first correspond to reference to period corresponding the last week same period, first with reference to period corresponding the previous year same period, predetermined period The proxima luce (prox. luc) same period, predetermined period corresponding the last week same period, predetermined period corresponding the previous year same period；

According to the number of visiting people of the first reference period, the number of visiting people of the second reference period, second with reference to each of period Category of consulting asks questions quantity or consulting rate, and determining in predetermined period needs for each Category of consulting of the service unit The data of the customer service resource to be distributed.

Optionally, the determining predetermined period first with reference to the period and second refer to the period, comprising: according to it is described pre- For the similarity degree of the access situation of the service unit in timing section, determine that described first joins with reference to period and described second Examine the period.

Optionally, it calculates in predetermined period according to the following equation and needs to divide for each Category of consulting of the service unit The data for the customer service resource matched:

S=[P1/P2* (Q1/P3) * W1+P1/P4* (Q2/P5) * W2+P1/P6* (Q3/P7) * W3] * P1；

Wherein, S is the customer service resource for needing to distribute for each Category of consulting of the service unit in predetermined period Data；

P1 is the number of visiting people of the first reference period；

P2 is the first the number of visiting people with reference to period corresponding proxima luce (prox. luc) with the period；

Q1 asks questions quantity with the period for the corresponding proxima luce (prox. luc) of predetermined period；

P3 is the number of visiting people of the corresponding proxima luce (prox. luc) of predetermined period with the period；

W1 is weight of the corresponding proxima luce (prox. luc) of predetermined period with the data of period；

P4 is the first the number of visiting people with reference to period corresponding the last week with the period；

Q2 asks questions quantity with the period for predetermined period corresponding the last week；

P5 is the number of visiting people of the predetermined period corresponding the last week with the period；

W2 is weight of the predetermined period corresponding the last week with the data of period；

P6 is the first the number of visiting people with reference to period corresponding the previous year with the period；

Q3 asks questions quantity with the period for predetermined period corresponding the previous year；

P7 is the number of visiting people of the predetermined period corresponding the previous year with the period；

W3 is weight of the predetermined period corresponding the previous year with the data of period.

S=[P1/P2*R1*W1+P1/P4*R2*W2+P1/P6*R3*W3] * P1；

P1 is the number of visiting people of the first reference period；

R1 is consulting rate of the corresponding proxima luce (prox. luc) of predetermined period with the period；

R2 is consulting rate of the predetermined period corresponding the last week with the period；

R3 is consulting rate of the predetermined period corresponding the previous year with the period；

Optionally, the consulting rate calculates according to the following equation:

R=Q/P；

Wherein, R is the consulting rate of a period；

The problem of Q is the period seeks advice from quantity；

P is the number of visiting people of the period.

Optionally, the period of the preset duration is hour；

Historical consultation data after the period statistics classification according to preset duration, obtains each Category of consulting at least The quantity of one historical period asked questions, comprising:

It is asked questions according to the history after hour statistics classification, the history hourly consulting for obtaining each Category of consulting is asked The quantity of topic；

It is described according at least one described historical period, the institute of the service unit is obtained from history access data State the number of visiting people of at least one historical period, comprising:

The history the number of visiting people hourly of the service unit is counted according to hour；

The access people for asking questions quantity He at least one historical period of at least one historical period according to Number determines the data for the customer service resource for needing to distribute for the service unit in predetermined period, comprising:

The quantity that is asked questions according to the history hourly of each Category of consulting and service unit is hourly goes through History the number of visiting people determines the number for the customer service resource for needing to distribute in each Category of consulting predetermined hour for the service unit According to.

Optionally, the quantity and the service unit that the history hourly according to each Category of consulting asks questions History the number of visiting people hourly determines the visitor for needing to distribute in each Category of consulting predetermined hour for the service unit Take the data of resource, comprising:

Determine the number of visiting people of current hour；

Determine that the proxima luce (prox. luc) of each Category of consulting corresponds to the number of visiting people of current hour；

The problem of determining the proxima luce (prox. luc) of each Category of consulting next hour consulting rate；

Determine that the last week of each Category of consulting corresponds to the number of visiting people of current hour；

The problem of determining next hour the last week of each Category of consulting consulting rate；

Determine that the previous year of each Category of consulting corresponds to the number of visiting people of current hour；

The problem of determining next hour the previous year of each Category of consulting consulting rate；

Determine each of the data of proxima luce (prox. luc), the data of the last week, the data of the previous year, the service unit described for determination The weight of the data for the customer service resource that Category of consulting next hour needs to distribute；

It is the problem of the number of visiting people, the proxima luce (prox. luc) that current hour is corresponded to according to the proxima luce (prox. luc) next hour consulting rate, previous The problem of the number of visiting people of corresponding current hour in week, the last week next hour consulting rate, the previous year correspond to the access of current hour The problem of number, the previous year next hour the consulting rate and weight, under each Category of consulting for determining the service unit The data of a hour customer service resource for needing to distribute.

Optionally, the visitor that the next hour needs of each Category of consulting of the service unit distribute is calculated according to the following equation Take the data of resource:

S=[P1/P2*R1*W1+P1/P4*R2*W2+P1/P6*R3*W3] * P1；

Wherein, S is the customer service individual's quantity for the Category of consulting next hour needing to distribute, and customer service individual's quantity is The data of the customer service resource for needing to distribute；

P1 is the number of visiting people of current hour；

P2 is the number of visiting people of this hour of proxima luce (prox. luc) of corresponding current hour；

R1 is the consulting rate of the proxima luce (prox. luc) next hour of the correspondence current hour of the Category of consulting；

W1 is the weight of the data of the proxima luce (prox. luc) of the Category of consulting；

P4 is the number of visiting people of this hour of the last week of corresponding current hour；

R2 is the consulting rate of the last week next hour of the correspondence current hour of the Category of consulting；

W2 is the weight of the data of the last week of the Category of consulting；

P6 is the number of visiting people of this hour of the previous year of corresponding current hour；

R3 is the consulting rate of the previous year next hour of the correspondence current hour of the Category of consulting；

W3 is the weight of the data of the previous year of the Category of consulting.

From the record for the customer service equipment that counseling services are provided or log, each consulting of at least one historical period is obtained The history of classification asks questions quantity；The history asks questions quantity, asks for the consulting to each Category of consulting after classification Topic, the quantity asked questions counted according to the period of preset duration；

The history of service unit described in the acquisition guest access accesses data, comprising:

From for monitoring the equipment into the visitor of the service unit, the visitor of at least one historical period is obtained Access the number of visiting people of the service unit；

It is described that data are accessed according to the historical consultation data and the history, it determines and needs to divide for the service unit The data for the customer service resource matched, comprising:

Optionally, the data of the customer service resource for needing to distribute for the service unit according to are the industry Unit of being engaged in distributes customer service resource, comprising:

According to the data of the customer service resource for needing to distribute for the service unit, customer service resource and the industry are established The corresponding relationship for unit of being engaged in.

Optionally, the customer service resource is customer service individual；It is described to be directed to what the service unit needed to distribute according to The data of customer service resource establish the corresponding relationship of customer service resource and the service unit, comprising:

According to customer service individual's proficiency, the corresponding relationship of customer service individual and the service unit are established.

Optionally, the service unit is to provide the shops of commodity or service；

The history accesses data, for the visitor's quantity for entering shops；

The historical consultation data, for the historical consultation data for using artificial customer service；

The data of the customer service resource for needing to distribute for the service unit need to distribute for the shops The quantity of customer service individual.

The application provides a kind of methods of exhibiting of customer service resource data, comprising:

Obtain the historical consultation data asked questions for service unit；

Obtain the data for the customer service resource for needing to distribute for the service unit；

Show service unit described in the historical consultation data asked questions for service unit, the guest access History access number is accordingly and the data of customer service resource for needing to distribute for the service unit.

Optionally, the methods of exhibiting of the customer service resource data, further includes:

Obtain the triggering of the data of user's adjustment customer service resource for needing to distribute for the service unit；

The data of the adjustment customer service resource for needing to distribute for the service unit.

Show the corresponding relationship of the customer service resource and service unit that have distributed.

Obtain the triggering of the corresponding relationship of user's adjustment customer service resource and service unit distributed；

The corresponding relationship of the adjustment customer service resource and service unit distributed.

The application also provides a kind of distributor of customer service resource, comprising:

Advisory data acquiring unit, for obtaining the historical consultation data for being directed to service unit and asking questions；

Data capture unit is accessed, the history for obtaining service unit described in guest access accesses data；

Computing unit determines for accessing data according to the historical consultation data and the history and is directed to the business The data for the customer service resource that unit needs to distribute, the customer service resource is for handling aiming at the problem that service unit consulting；

Allocation unit is described for the data according to the customer service resource for needing to distribute for the service unit Service unit distributes customer service resource, alternatively, needing to the equipment offer for distributing customer service resource is described for the service unit The data of the customer service resource to be distributed.

The application also provides a kind of displaying device of customer service resource data, comprising:

Customer service resource data acquiring unit, for obtaining the number for being directed to the customer service resource that the service unit needs to distribute According to；

Display unit, for showing historical consultation data, the guest access asked questions for service unit The history access number of the service unit is accordingly and the data of customer service resource for needing to distribute for the service unit.

Compared with prior art, the application has the following advantages:

The distribution method of customer service resource provided by the present application, by being visited according to the historical consultation data and history of service unit It asks data, determines the data for the customer service resource for needing to distribute for the service unit, be directed to the service unit according to described The data for the customer service resource for needing to distribute distribute customer service resource for the service unit, can close to service unit distribution Suitable customer service resource solves consumer experience caused by being difficult to distribute suitable artificial customer service resource in existing customer service scheme The problem of reduction.

The methods of exhibiting of customer service resource data provided by the present application, by showing the history asked questions for service unit The customer service that the history access number of service unit described in advisory data, guest access needs to distribute accordingly and for the service unit The data of resource enable the user of customer service resource data to grasp the consulting situation of service unit in time, further to visitor The distribution for taking resource is adjusted, distribution customer service resource that can be more flexible.

Detailed description of the invention

Fig. 1 is a kind of schematic diagram of implementation environment of the distribution system for the customer service resource that the application first embodiment provides；

Fig. 2 is a kind of process flow diagram of the distribution method for customer service resource that the application first embodiment provides；

Fig. 3 is to locate in advance in an example that the application first embodiment includes to historical consultation data and history access data The flow chart of reason；

Fig. 4 is in an example that the application first embodiment includes for calculating the statistical result of the data of customer service resource Schematic diagram；

Fig. 5 is the process flow diagram of the methods of exhibiting for the customer service resource data that the application second embodiment provides；

Fig. 6 is the schematic diagram of the distributor for the customer service resource that the application 3rd embodiment provides；

Fig. 7 is the schematic diagram of the displaying device for the customer service resource data that the application fourth embodiment provides.

Specific embodiment

Many details are explained in the following description in order to fully understand the application.But the application can be with Much it is different from other way described herein to implement, those skilled in the art can be without prejudice to the application intension the case where Under do similar popularization, therefore the application is not limited by following public specific implementation.

The application provides a kind of distribution method of customer service resource.The application is related to a kind of distribution dress of customer service resource simultaneously It sets.The application further relates to a kind of methods of exhibiting of customer service resource data, and the application further relates to a kind of displaying of customer service resource data Device is described in detail one by one in the following embodiments.

The application first embodiment provides a kind of distribution method of customer service resource.

It is said below in conjunction with distribution method of the Fig. 1 to Fig. 4 to a kind of customer service resource that the application first embodiment provides It is bright.

Referring to FIG. 1, it illustrates a kind of implementations of the distribution system of the customer service resource of the application first embodiment offer The schematic diagram of environment.The distribution system of the customer service resource includes: virtual customer service equipment 101, central server 102, customer service visitor Family end 103, historical consultation data provide equipment 104, history accesses data providing device 105.

Virtual customer service equipment 101 can be virtual robot or 2D/3D image, can receive client for service unit It asks questions, reply that virtual customer service equipment 101 can handle voluntarily asks questions, and will be unable to asking questions for processing, is given to The customer service client 103 that central server 102 distributes is handled by customer service individual's (i.e. artificial customer service)；

Central server 102 is managed collectively virtual customer service equipment 101 and customer service client 103, seeks advice from from history Data providing device 104 obtains the historical consultation data of service unit, obtains visitor from history access data providing device 105 and visits The history access data for asking service unit, access data according to the historical consultation data and the history, institute is distributed in determination State the data of the customer service resource of service unit.The customer service resource can be customer service client 103, each customer service client 103 It can be by a customer service individual using asking questions for specified services unit is stared at, when virtual customer service equipment 101 can not return Asking questions for corresponding service unit is handled by artificial customer service at once when answering.Historical consultation data provides equipment 104 and can be The online customer service equipment or phone customer service equipment for providing the user with service are able to record the user's that artificial customer service is replied or handled It asks questions, for the equipment of the treatment process and processing result that ask questions；History access data providing device 105 can be For monitoring the equipment, such as channel door equipment, camera shooting and video equipment of visitor etc. into the service unit.

Central server 102 is during determination is assigned to the data of customer service resource of service unit, by service unit Historical consultation data and history access data as calculation basis, so that it is determined that distributing to the appropriate number of of service unit out Customer service resource, while making client not perceive virtual customer service answer or artificial customer service answer, business is distributed in reduction Unit stare at that service unit asks questions customer service individual's and the waste of bring customer service resource.

It is described to ask questions including following at least one problems: pre-sales to ask questions (such as commodity consultation), after-sale service Problem (such as the consulting of reimbursement, the return of goods, invoice), complaint and suggestion etc..

The distribution method of customer service resource shown in Fig. 2 can be deployed in central server 102 shown in FIG. 1.The visitor Take the distribution method of resource, comprising: step S201 to step S204.

Step S201 obtains the historical consultation data asked questions for service unit.

This step is to obtain the historical consultation data of service unit, distributes to the service unit as determination so as to subsequent Customer service resource data according to one of.

In the embodiment of the present application, the business of being directed to specifically is obtained from the record for the customer service equipment that counseling services are provided or log The historical consultation data that unit asks questions.For example, providing the user with the online customer service equipment or phone customer service equipment energy of service Artificial customer service is enough recorded to reply or the asking questions of the user of processing, treatment process and processing result for asking questions, it is former The record information that begins may be text, voice, image information, and online customer service equipment or phone customer service equipment store these original records Information；Online customer service equipment or phone customer service equipment can also be handled original record information, and store treated note Record result is for subsequent as one of the data foundation for determining the customer service resource for distributing to the service unit.For example, by voice It is text information that information is handled by speech engine, is digital information by original Image Information Processing, then stored with log mode Result that treated.

In the illustrative embodiment of one of the embodiment of the present application, according to the granularity of Category of consulting to the every of service unit A Category of consulting distributes customer service resource.The partition size for refining customer service resource can be improved the accuracy of distribution customer service resource, drop Low appointment customer service resource stares at the wasting of resources in service unit；Simultaneously, additionally it is possible to so that customer service resource is suitable for handling It asks questions, customer service treatment effeciency is improved, to promote consumer experience.

The Category of consulting, for according to one of the type, including at least following classifications for asking questions content determination: commodity are consulted It askes, invoice consulting, goods return and replacement consulting, complain and suggest.

In the embodiment of the present application, in order to realize that the granularity according to Category of consulting is distributed to each Category of consulting of service unit Customer service resource needs the history for being further processed to obtain each Category of consulting to the historical consultation data got to ask questions number Amount, for the data foundation in the next steps as the customer service resource for each Category of consulting needs for determining service unit.Tool Body includes:

Determine the Category of consulting asked questions for service unit；

History after statistics is sorted out asks questions, and the history for obtaining each Category of consulting asks questions quantity.

A preferred embodiment includes sorting out historical consultation data according to the period statistics of preset duration.Specific packet It includes:

Historical consultation data after sorting out according to the period statistics of preset duration, obtains at least one of each Category of consulting The quantity of historical period asked questions.

It is exemplified below, with a hour for a period, according to the historical consultation data after hour statistics classification, obtains every The quantity of at least one hour of a Category of consulting asked questions.Fig. 3 is shown in this example to historical consultation data and going through History accesses the flow chart of data prediction, and so-called pretreatment is to access the historical consultation data and history got data into one Step processing, it is subsequent that the data for needing to distribute to the customer service resource of service unit are determined using pretreated data.Step in Fig. 3 Suddenly include:

Step S301 is accessed from time, the historical consultation data of two dimension statistical service units of Category of consulting and history Data；

Step S302 obtains service unit statistical data hourly daily.Service unit system hourly daily It counts, the quantity and history the number of visiting people hourly that the history including each Category of consulting per hour asks questions are used for Data foundation as the customer service resource for calculating each Category of consulting.Wherein, Fig. 4 is service unit A statistics hourly daily Part statistical content example in data, " hour " in figure indicate that the period of statistics is a hour, and " arriving customer family " is corresponding Column indicate the visitor's quantity for accessing A per hour, " commodity consultation " corresponding column indicate commodity consultation per hour, and this is seeked advice from Problem quantity under classification, " service consultation " corresponding column indicate the problem number under this Category of consulting of service consultation per hour Amount, " invoice consulting " corresponding column indicate that invoice seeks advice from the problem quantity under this Category of consulting per hour, and " complaint " is corresponding Column indicate to complain the problem quantity under this Category of consulting per hour.For example, the eighth row data in Fig. 4 include 2018-05-08 6 points, the problem of quantity to customer family is 20, and quantity is 1 the problem of commodity consultation, service consultation quantity be 0, the problem of complaint The problem of quantity is 0, and invoice is seeked advice from quantity is 0.

In another illustrative embodiment of the embodiment of the present application, acquisition is gone through for what service unit asked questions History advisory data is to carry out statistical classification treated data to history consulting initial data.It specifically includes: being taken from consulting is provided In the record of the customer service equipment of business or log, the history for obtaining each Category of consulting of at least one historical period asks questions number Amount；The history asks questions quantity, for asking questions to each Category of consulting after classification, according to the period of preset duration Count the obtained quantity asked questions.In subsequent processing steps, needs are determined for each Category of consulting of service unit The customer service resource of distribution.

Step S202, the history for obtaining service unit described in guest access access data.

This step is to obtain the history access data of guest access service unit, and history access data are and step The history of period corresponding to historical consultation data accesses data in S201, acts as so as to subsequent with the historical consultation data one For the data foundation for determining the customer service resource for distributing to the service unit.

In the embodiment of the present application, specifically from for monitoring the equipment into the visitor of the service unit, obtains visitor and visit Ask the history access data of the service unit.Preferably, business described in guest access is obtained from history access data The history the number of visiting people of unit；In subsequent step, the specifically used history the number of visiting people, which is directly used in, determines that needs are distributed to The data of the customer service resource of service unit.

One illustrative embodiments of the embodiment of the present application correspond in step S201 " unites according to the period of preset duration Historical consultation data after meter classification, obtains the quantity of at least one historical period of each Category of consulting asked questions ", phase It answers, this step is, according at least one described historical period, to obtain the service unit from history access data The number of visiting people of at least one historical period.

Continue to use the example of above-mentioned " with a hour for a period ".By shown in Fig. 3 to historical consultation data and going through History accesses the step of flow chart of data prediction, and available service unit history the number of visiting people hourly daily is used for Data foundation as the customer service resource for calculating each Category of consulting.Wherein, Fig. 4 is service unit A statistics hourly daily Part statistical content example in data, " arriving customer family " corresponding column in figure indicate the visitor's quantity for accessing A per hour.

In another illustrative embodiment of the embodiment of the present application, it is also possible to enter the business from for monitoring The equipment of the visitor of unit obtains the number of visiting people of service unit described in the guest access of at least one historical period, that is, It is according to default from the data for monitoring the number of visiting people obtained into the equipment of the visitor of the service unit The history the number of visiting people for each period that the period of duration has counted.Then in subsequent step processing, according to each Category of consulting At least one historical period the number of visiting people for asking questions quantity He at least one historical period, determine needle in predetermined period To the data for the customer service resource that each Category of consulting of the service unit needs to distribute.

Step S203 accesses data according to the historical consultation data and the history, determines and be directed to the service unit The data for the customer service resource for needing to distribute, the customer service resource is for handling aiming at the problem that service unit consulting.

This step is the visitor obtained according to the historical consultation data and step S202 of the step S201 service unit obtained The history for accessing service unit accesses data, determines the data for the customer service resource for needing to distribute for the service unit.

The illustrative embodiments that the embodiment of the present application includes are to consult in the service unit history that step S201 is obtained The history access data for asking the guest access service unit obtained in data and step S202 are the number for not carrying out statistics classification According to.Following processing are then specifically included in this step:

Determine the Category of consulting asked questions for service unit；

In the embodiment of the present application, carries out the history after following processing statistics are sorted out and ask questions, obtain each Category of consulting History ask questions quantity.Specifically:

Correspondingly, it needs to be determined that the number of visiting people of corresponding historical period, specifically includes:

According at least one described historical period, obtained from history access data described in the service unit to The number of visiting people of a few historical period.

Correspondingly, asking questions quantity and at least one history according at least one historical period of each Category of consulting The number of visiting people of period determines the customer service resource for needing to distribute for each Category of consulting of the service unit in predetermined period Data.

In the embodiment of the present application, it is also contemplated that the data of different historical periods are for determining the visitor for distributing to service unit The weighted in the treatment process of the data of resource is taken, so that the data for the customer service resource for distributing to service unit estimated It is more accurate.It specifically handles and includes:

In the embodiment of the present application, first have to clearly determine the customer service for needing to distribute money for which predetermined period of service unit Then the data in source according to the similarity degree with the access situation for being directed to the service unit in the predetermined period, determine institute First is stated with reference to period and described second with reference to the period, according to the historical consultation data of the first reference period and the second reference period Data are accessed with history, determine the customer service resource for needing to distribute in predetermined period.For example, it is contemplated that may have within one week to service unit One period of waves, visitor's quantity on every Mondays, on every Fridays can less, remaining several days visitor's quantity asks questions quantity meeting It is more, therefore the corresponding date in different weeks has some similitudes；In view of service unit have every year some festivals or holidays, The activities such as shop-establishment celebration, therefore the annual corresponding date, there are also similitudes, therefore in a preferred embodiment, specifically included Following processing: determine that the first of predetermined period refers to the period with reference to period and second；Wherein, if day where the predetermined period is Work as the day before yesterday, then described second with reference at least one period, including following periods: the first reference period corresponding proxima luce (prox. luc) is simultaneously Section, first correspond to reference to period corresponding the last week same period, first with reference to period corresponding the previous year same period, predetermined period The proxima luce (prox. luc) same period, predetermined period corresponding the last week same period, predetermined period corresponding the previous year same period；

Preferably, it calculates in predetermined period according to the following equation and needs to divide for each Category of consulting of the service unit The data for the customer service resource matched:

S=[P1/P2* (Q1/P3) * W1+P1/P4* (Q2/P5) * W2+P1/P6* (Q3/P7) * W3] * P1；

P1 is the number of visiting people of the first reference period；

In another illustrative embodiments of the embodiment of the present application, according to the number of visiting people of the first reference period, second With reference to the period the number of visiting people, second with reference to each Category of consulting of period consulting rate, determine in predetermined period for described The data for the customer service resource that each Category of consulting of service unit needs to distribute.Specifically calculate in predetermined period according to the following equation For the data for the customer service resource that each Category of consulting of the service unit needs to distribute:

S=[P1/P2*R1*W1+P1/P4*R2*W2+P1/P6*R3*W3] * P1；

P1 is the number of visiting people of the first reference period；

Wherein, the consulting rate calculates according to the following equation:

R=Q/P；

Wherein, R is the consulting rate of a period；

The problem of Q is the period seeks advice from quantity；

P is the number of visiting people of the period.

For calculating R1: R1=Q1/P1, wherein

P1 is the number of visiting people of the corresponding proxima luce (prox. luc) of predetermined period with the period.

In another illustrative embodiments of the embodiment of the present application, calculates be directed to institute in predetermined period according to the following equation State the data of customer service resource that each Category of consulting of service unit needs to distribute:

S=P1* (R1*W1+R2*W2+R3*W3)；

P1 is the number of visiting people of the first reference period；

Wherein, the consulting rate calculates according to the following equation:

R=P/P1*R1；

Wherein, R is the consulting rate of a historical period；

P is the number of visiting people of the first reference period of predetermined period；

P1 is the number of visiting people of the second reference period of predetermined period；

R1 is the consulting rate of the second reference period.

The example of above-mentioned " with a hour for a period " is continued to use, i.e. the period of preset duration is hour；It is then described to press According to the historical consultation data after the period statistics classification of scheduled duration, at least one historical period of each Category of consulting is obtained The quantity asked questions, comprising:

It is described according at least one described historical period, count at least one historical period of the service unit The number of visiting people, comprising:

Preferred process mode includes:

Determine the number of visiting people of current hour；

It is the problem of the number of visiting people, the proxima luce (prox. luc) that current hour is corresponded to according to the proxima luce (prox. luc) next hour consulting rate, previous The problem of the number of visiting people of corresponding current hour in week, the last week next hour consulting rate, the previous year correspond to the access of current hour The problem of number, the previous year next hour the consulting rate and weight, under each Category of consulting for determining the service unit The data of a hour customer service resource for needing to distribute.Each Category of consulting of the service unit is specifically calculated according to the following equation The data for the customer service resource that next hour needs to distribute:

S=[P1/P2*R1*W1+P1/P4*R2*W2+P1/P6*R3*W3] * P1；

P1 is the number of visiting people of current hour；

W2 is the weight of the data of the last week of the Category of consulting；

Wherein, the acquisition of consulting rate includes: the problem of the proxima luce (prox. luc) next hour

The problem of the problem of determining proxima luce (prox. luc) next hour seeks advice from quantity, calculates proxima luce (prox. luc) next hour according to the following equation Consulting rate: consulting quantity/proxima luce (prox. luc) is next small the problem of consulting rate=proxima luce (prox. luc) next hour the problem of proxima luce (prox. luc) next hour When the number of visiting people；

The problem of next hour described the last week consulting rate acquisition the problem of comprising determining that next hour the last week consulting Quantity, the problem of calculating next hour the last week according to the following equation consulting rate: consulting rate the problem of next hour the last week= The problem of next hour the last week, seeks advice from the number of visiting people of quantity/the last week next hour；

The problem of next hour the previous year consulting rate acquisition the problem of comprising determining that next hour the previous year consulting Quantity, the problem of calculating next hour the previous year according to the following equation consulting rate: consulting rate the problem of next hour the previous year= The problem of next hour the previous year, seeks advice from the number of visiting people of quantity/the previous year next hour.

For example, service unit A has been runed 2 years, 24 hours table, service unit A as shown in Figure 4 are counted daily Part statistical content example in daily statistical data hourly is divided to two dimensions, every behavior data hourly, each column point Not Wei to customer family quantity and each Category of consulting is corresponding asks questions quantity.Service unit A has more than 700 days data. If current time is 11 points of 2018-05-09, the quantity to customer family is 190 people, determines that 12 points of 2018-05-09 need to distribute To the data of the customer service resource of A.Then:

The data of the previous day corresponding period: 2018-05-08 are obtained from the historical consultation data and history of A access data 11 points are 100 people to customer family, and commodity consultation 3 times, invoice is seeked advice from 1 time；2018-05-0812 point to customer family be 150 people, quotient Product are seeked advice from 4 times, and invoice is seeked advice from 1 time；

The data that the last week corresponds to the period: 2018-05-02 are obtained from the historical consultation data and history of A access data 11 points are 110 people to customer family, and commodity consultation 2 times, invoice is seeked advice from 0 time；2018-05-0212 point to customer family be 120 people, quotient Product are seeked advice from 2 times, and invoice is seeked advice from 1 time；

The data that the previous year corresponds to the period: 2017-05-09 are obtained from the historical consultation data and history of A access data 11 points are 200 people to customer family, and commodity consultation 8 times, invoice is seeked advice from 0 time；2017-05-0912 point to customer family be 220 people, quotient Product are seeked advice from 7 times, and invoice is seeked advice from 1 time；

Calculate the data for needing to distribute to the customer service resource of commodity consultation of A are as follows: commodity consultation customer service individual quantity= [190/100* (4/150) * 40%+190/110* (2/120) * 30%+190/200* (7/220) * 30%] * 190=7.22, then Distribute 7 commodity consultation customer service individuals；

Calculate the data for needing to distribute to the customer service resource of invoice consulting of A are as follows: invoice consulting customer service individual's quantity= [190/100* (1/150) * 40%+190/110* (1/120) * 30%+190/200* (1/220) * 30%] * 190=2.05, then Distribute 2 invoice consulting customer service individuals.

Step S204 is the business according to the data of the customer service resource for needing to distribute for the service unit Unit distributes customer service resource, alternatively, providing to the equipment for distributing customer service resource described for service unit needs point The data for the customer service resource matched.

This step is to distribute customer service resource for service unit, is used to distribute alternatively, the customer service resource data is supplied to The equipment of customer service resource, so that the equipment distributes customer service resource to service unit.

In the embodiment of the present application, the specific customer service for needing to distribute for the service unit according to using following manner The data of resource distribute customer service resource for the service unit, comprising:

Preferably, during establishing the corresponding relationship of customer service resource and the service unit, comprising:

It is exemplified below, the service unit is to provide the shops of commodity or service；

The history accesses data, for the visitor's quantity for entering shops；

The data of the customer service resource for needing to distribute for the service unit need to distribute for the shops The quantity of customer service individual；

Then, according to the historical consultation data using artificial customer service of shops and visitor's quantity into shops, determination is directed to The shops needs the customer service individual's quantity distributed.Further, according to the customer service person for needing to distribute for the shops Number amount distributes customer service individual for the shops, alternatively, providing to the equipment for distributing customer service resource described for the door Shop needs the customer service individual's quantity distributed.

Based on a kind of distribution of the customer service resource provided by the application first embodiment, the application second embodiment is provided A kind of methods of exhibiting of customer service resource data.

Referring to Fig. 5, it illustrates a kind of process flow diagrams for customer service resource data that the application second embodiment provides.By In the present embodiment based on the application first embodiment, so describing fairly simple, relevant part refers to the application The corresponding explanation of first embodiment.

The methods of exhibiting of customer service resource data shown in fig. 5, comprising: step S501 to step S504.

Step S501 obtains the historical consultation data asked questions for service unit.

The methods of exhibiting of customer service resource data provided by the embodiment of the present application can give service unit distribution customer service money Implement in the equipment in source, for example, implementing on the client end AP P to service unit distribution customer service resource, is responsible for carrying out visitor The personnel for taking resource allocation use the client end AP P.

In the embodiment of the present application, in order to enable the personnel for carrying out customer service resource allocation understand the industry for needing to distribute customer service resource The history for unit of being engaged in seeks advice from situation, and the historical consultation data asked questions for service unit is shown, can number or The form of figure is shown.Specifically, providing the historical consultation data that equipment obtains service unit from historical consultation data.

Historical consultation data after sorting out according to the period statistics of preset duration, obtains at least one of each Category of consulting The quantity of historical period asked questions.The official communication of at least one historical period of each Category of consulting is shown in subsequent step The quantity of inquiry topic.For example, the period of preset duration is hour, then the historical consultation data after sorting out according to hour statistics obtains To the quantity hourly asked questions of each Category of consulting.

The historical consultation data shown in one illustrative embodiments of the embodiment of the present application, comprising: from offer official communication It askes in record or the log of the customer service equipment of service, the history of each Category of consulting of at least one historical period of acquisition is seeked advice from Problematic amount；The history asks questions quantity, for asking questions to each Category of consulting after classification, according to preset duration The quantity asked questions that counts of period.The history consulting of each Category of consulting of at least one historical period is asked Quantity is inscribed in subsequent processing steps, determines the customer service resource for needing to distribute for each Category of consulting for service unit.

Step S502, the history for obtaining service unit described in guest access access data.

This step is to obtain the history access data for the guest access service unit to be shown.

In the embodiment of the present application, specifically from for monitoring the equipment into the visitor of the service unit, obtains visitor and visit Ask the history access data of the service unit.Preferably, business described in guest access is obtained from history access data The history the number of visiting people of unit；In subsequent step, the history the number of visiting people is specifically shown.The specifically used history accesses people Number is directly used in the data for determining the customer service resource for needing to distribute to service unit.

In the illustrative embodiment of one of the embodiment of the present application, corresponding to each consulting class obtained in step S501 The quantity of at least one other historical period asked questions, according further at least one described historical period in this step, from institute The number of visiting people that at least one historical period of the service unit is obtained in history access data is stated, described in subsequent displaying The number of visiting people of at least one historical period.The quantity of a few historical period asked questions.Described in being shown in subsequent step The quantity of at least one historical period of each Category of consulting asked questions.For example, the period of preset duration be hour, then from The number of visiting people hourly of the service unit is obtained in the history access data.

In another exemplary embodiment mode of the embodiment of the present application, it can be from for monitoring and enter the business The equipment of the visitor of unit obtains the number of visiting people of service unit described in the guest access of at least one historical period, that is, It is according to default from the data for monitoring the number of visiting people obtained into the equipment of the visitor of the service unit The history the number of visiting people for each period that the period of duration has counted.Then in subsequent step processing, according to each Category of consulting At least one historical period the number of visiting people for asking questions quantity He at least one historical period, determine needle in predetermined period To the data for the customer service resource that each Category of consulting of the service unit needs to distribute.

Step S503 obtains the data for the customer service resource for needing to distribute for the service unit.

This step is to obtain the data for the customer service resource for needing to distribute to the service unit to be shown.

In the embodiment of the present application, obtained in equipment that service unit needs the data of customer service resource distributed from for determining The data for the customer service resource for needing to distribute.For example, the central service for being managed collectively virtual customer service equipment and customer service client Device determines the data for needing to distribute to the customer service resource of service unit according to the historical consultation data and history access data, then The data of the customer service resource are obtained from the central server.

Step S504 is shown described in the historical consultation data asked questions for service unit, the guest access The history access number of service unit is accordingly and the data of customer service resource for needing to distribute for the service unit.

This step is to show historical consultation data, history access data, the data for the customer service resource for needing to distribute.

It shows these data, the personnel for being responsible for carrying out customer service resource allocation is enabled to be clearly seen that the service unit History seeks advice from situation, history accesses situation, and the case where the following customer service resource for needing to distribute.Further, it can show The data and practical distribution for the customer service resource that consulting situation, access situation and the prediction of corresponding period of different historical periods need Customer service resource data, can for be responsible for carry out customer service resource allocation personnel further adjust the customer service resource actually distributed Reference is provided.

In the embodiment of the present application, the idle state of each customer service resource and the task meter of subsequent period are further shown It draws, convenient for being responsible for carrying out the personal management customer service resource of customer service resource allocation.

In the embodiment of the present application, the customer service resource distributed to service unit can be adjusted, and be specifically included:

Preferably, the corresponding relationship of the customer service resource and service unit that have distributed is also showed that.For example, being managed for unified The central server for managing virtual customer service equipment and customer service client device, by customer service client 1 and customer service client 2 in future Service unit A is assigned in 1 hour to be responsible for handling asking questions for commodity consultation class.Then by service unit A, commodity consultation, visitor Take client 1, the corresponding relationship of customer service client 2 is shown.The personnel for being responsible for carrying out customer service resource allocation are understood The each customer service client of understanding working condition, convenient for customer service resource is managed and is adjusted.

Further, in the customer service resource that adjustment is distributed to service unit, including following processing:

Corresponding with the distribution of a kind of customer service resource that the application first embodiment provides, the application 3rd embodiment provides A kind of distributor of customer service resource.

Referring to Fig. 6, it illustrates a kind of distributor schematic diagrames for customer service resource that the application 3rd embodiment provides.By It is substantially similar to embodiment of the method in Installation practice, so describing fairly simple, relevant part refers to method implementation The corresponding explanation of example.

The distributor of customer service resource shown in fig. 6, comprising:

Advisory data acquiring unit 601, for obtaining the historical consultation data for being directed to service unit and asking questions；

Data capture unit 602 is accessed, the history for obtaining service unit described in guest access accesses data；

Computing unit 603 determines for accessing data according to the historical consultation data and the history and is directed to the industry The data for the customer service resource that business unit needs to distribute, the customer service resource is for handling aiming at the problem that service unit consulting；

Allocation unit 604, for the data according to the customer service resource for needing to distribute for the service unit, for institute Service unit distribution customer service resource is stated, alternatively, providing to the equipment for distributing customer service resource described for the service unit The data for the customer service resource for needing to distribute.

Optionally, the advisory data acquiring unit 601, is specifically used for:

Optionally, the access data capture unit 602, is specifically used for:

Optionally, the computing unit 603, is specifically used for:

Determine the Category of consulting asked questions for service unit；

Optionally, the computing unit 603 includes statistics subelement, and the statistics subelement is used for:

Correspondingly, the computing unit 603 is specifically used for:

Optionally, the distributor of the customer service resource includes weighted units, and the weighted units are used for:

Correspondingly, the computing unit 603 is specifically used for:

Optionally, the computing unit 603 is specifically used for:

Optionally, the computing unit 603 includes that subelement is determined with reference to the period, described to determine that subelement is used with reference to the period In: according to the similarity degree with the access situation for being directed to the service unit in the predetermined period, determine first reference Period and described second refers to the period.

Optionally, specific calculate according to the following equation of computing unit 603 is directed to the service unit in predetermined period Each Category of consulting data of customer service resource for needing to distribute:

S=[P1/P2* (Q1/P3) * W1+P1/P4* (Q2/P5) * W2+P1/P6* (Q3/P7) * W3] * P1；

P1 is the number of visiting people of the first reference period；

S=[P1/P2*R1*W1+P1/P4*R2*W2+P1/P6*R3*W3] * P1；

P1 is the number of visiting people of the first reference period；

Optionally, the consulting rate calculates according to the following equation:

R=Q/P；

Wherein, R is the consulting rate of a period；

The problem of Q is the period seeks advice from quantity；

P is the number of visiting people of the period.

Optionally, the period of the preset duration is hour；

Correspondingly, the advisory data acquiring unit 601, is specifically used for:

Correspondingly, the access data capture unit 602, is specifically used for:

Correspondingly, the computing unit 603, is specifically used for:

Optionally, the computing unit 603, is specifically used for:

Determine the number of visiting people of current hour；

Optionally, the computing unit 603 specifically calculates each Category of consulting of the service unit according to the following equation The data for the customer service resource that next hour needs to distribute:

S=[P1/P2*R1*W1+P1/P4*R2*W2+P1/P6*R3*W3] * P1；

P1 is the number of visiting people of current hour；

W2 is the weight of the data of the last week of the Category of consulting；

P6 is the number of visiting people of this hour of the last week of corresponding current hour；

R3 is the consulting rate of the last week next hour of the correspondence current hour of the Category of consulting；

W3 is the weight of the data of the last week of the Category of consulting.

Optionally, the advisory data acquiring unit 601, is specifically used for:

Correspondingly, the access data capture unit 602, is specifically used for:

Correspondingly, the computing unit 603, is specifically used for:

Optionally, the allocation unit 604, is specifically used for:

Optionally, the customer service resource is customer service individual；Correspondingly, the allocation unit 604 is specifically used for:

Optionally, the service unit is to provide the shops of commodity or service；

The history accesses data, for the visitor's quantity for entering shops；

Correspondingly, the computing unit 603, is specifically used for:

According to the historical consultation data using artificial customer service of shops and visitor's quantity into shops, determine for described Shops needs the customer service individual's quantity distributed；

Correspondingly, the allocation unit 604, is specifically used for:

According to the customer service individual's quantity for needing to distribute for the shops, customer service individual is distributed for the shops, or Person provides the customer service individual's quantity for needing to distribute for the shops to the equipment for distributing customer service resource.

Corresponding with the distribution of a kind of customer service resource that the application second embodiment provides, the application fourth embodiment provides A kind of displaying device of customer service resource data.

Referring to Fig. 7, it illustrates a kind of displaying device signals for customer service resource data that the application fourth embodiment provides Figure.Since Installation practice is substantially similar to embodiment of the method, so describing fairly simple, relevant part refers to method The corresponding explanation of embodiment.

The displaying device of customer service resource data shown in Fig. 7, comprising:

Advisory data acquiring unit 701, for obtaining the historical consultation data for being directed to service unit and asking questions；

Data capture unit 702 is accessed, the history for obtaining service unit described in guest access accesses data；

Customer service resource data acquiring unit 703, for obtaining the customer service resource for needing to distribute for the service unit Data；

Display unit 704, for showing that the historical consultation data asked questions for service unit, the visitor are visited Ask the history access number of the service unit accordingly and the data of customer service resource for needing to distribute for the service unit.

Optionally, the displaying device of the customer service resource data, further includes adjustment unit, and the adjustment unit is used for:

Optionally, displaying ZhangZhou of the customer service resource data further includes corresponding relationship display unit, the corresponding relationship Display unit is used for:

Optionally, the corresponding relationship display unit, is specifically used for:

In a typical configuration, calculating equipment includes one or more processors (CPU), input/output interface, net Network interface and memory.

Memory may include the non-volatile memory in computer-readable medium, random access memory (RAM) and/or The forms such as Nonvolatile memory, such as read-only memory (ROM) or flash memory (flash RAM).Memory is computer-readable medium Example.

1, computer-readable medium can be by any side including permanent and non-permanent, removable and non-removable media Method or technology realize that information stores.Information can be computer readable instructions, data structure, the module of program or other numbers According to.The example of the storage medium of computer includes, but are not limited to phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other kinds of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory techniques, CD-ROM are read-only Memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, tape magnetic disk storage or Other magnetic storage devices or any other non-transmission medium, can be used for storage can be accessed by a computing device information.According to Herein defines, and computer-readable medium does not include non-temporary computer readable media (transitorymedia), such as modulation Data-signal and carrier wave.

2, it will be understood by those skilled in the art that embodiments herein can provide as the production of method, system or computer program Product.Therefore, complete hardware embodiment, complete software embodiment or embodiment combining software and hardware aspects can be used in the application Form.It can be used moreover, the application can be used in the computer that one or more wherein includes computer usable program code The computer program product implemented on storage medium (including but not limited to magnetic disk storage, CD-ROM, optical memory etc.) Form.

Although the application is disclosed as above with preferred embodiment, it is not for limiting the application, any this field skill Art personnel are not departing from spirit and scope, can make possible variation and modification, therefore the guarantor of the application Shield range should be subject to the range that the claim of this application defined.

Claims

1. a kind of distribution method of customer service resource characterized by comprising

Obtain the historical consultation data asked questions for service unit；

Data are accessed according to the historical consultation data and the history, determine the customer service for needing to distribute for the service unit The data of resource, the customer service resource is for handling aiming at the problem that service unit consulting；

According to the data of the customer service resource for needing to distribute for the service unit, customer service money is distributed for the service unit Source, alternatively, providing the customer service resource for needing to distribute for the service unit to the equipment for distributing customer service resource Data.

2. the method according to claim 1, wherein the history asked questions for service unit that obtains is consulted Ask data, comprising:

The history consulting asked questions for service unit is obtained from the record for the customer service equipment that counseling services are provided or log Data.

3. the method according to claim 1, wherein the history for obtaining service unit described in guest access is visited Ask data, comprising:

From for monitoring the equipment into the visitor of the service unit, the history access of service unit described in guest access is obtained Data.

4. the method according to claim 1, wherein described visit according to the historical consultation data and the history It asks data, determines the data for the customer service resource for needing to distribute for the service unit, comprising:

Determine the Category of consulting asked questions for service unit；

The history that the service unit is obtained from the historical consultation data asks questions, by the history ask questions according to Affiliated Category of consulting is sorted out；

Quantity and history the number of visiting people are asked questions according to the history of each Category of consulting, is determined for the every of the service unit The data for the customer service resource that a Category of consulting needs to distribute.

5. according to the method described in claim 4, obtaining every it is characterized in that, the history after the statistics is sorted out asks questions The history of a Category of consulting asks questions quantity, comprising:

Historical consultation data after sorting out according to the period statistics of preset duration, obtains at least one history of each Category of consulting The quantity of period asked questions；

According at least one described historical period, obtained at least one described in the service unit from history access data The number of visiting people of a historical period；

The history according to each Category of consulting asks questions quantity and history the number of visiting people, determines and is directed to the service unit Each Category of consulting data of customer service resource for needing to distribute, comprising:

According to the access for asking questions quantity He at least one historical period of at least one historical period of each Category of consulting Number determines the data for the customer service resource for needing to distribute for each Category of consulting of the service unit in predetermined period.

6. according to the method described in claim 5, it is characterized by further comprising:

At least one historical period according to each Category of consulting asks questions quantity and at least one historical period The number of visiting people determines the number for the customer service resource for needing to distribute for each Category of consulting of the service unit in predetermined period According to, comprising:

Ask questions that quantity, at least one goes through according at least one historical period of the weight information, each Category of consulting The number of visiting people of history period determines the customer service money for needing to distribute for each Category of consulting of the service unit in predetermined period The data in source.

7. method according to claim 5 or 6, which is characterized in that described to be gone through according at least one of each Category of consulting The number of visiting people for asking questions quantity He at least one historical period of history period determines in predetermined period for the business sheet The data for the customer service resource that each Category of consulting of position needs to distribute, comprising:

Determine that the first of predetermined period refers to the period with reference to period and second；Wherein, if day where the predetermined period is current Day, then described second at least one with reference to period, including following periods: first with reference to period corresponding proxima luce (prox. luc) same period, the Before one reference period corresponding the last week same period, the first reference period corresponding the previous year same period, predetermined period are corresponding Same period on the one, predetermined period corresponding the last week same period, predetermined period corresponding the previous year same period；

The number of visiting people, each consulting of the second reference period according to the number of visiting people of the first reference period, second with reference to the period Classification asks questions quantity or consulting rate, determines in predetermined period and needs to divide for each Category of consulting of the service unit The data for the customer service resource matched.

8. being directed to the industry in predetermined period the method according to the description of claim 7 is characterized in that calculating according to the following equation The data for the customer service resource that each Category of consulting of business unit needs to distribute:

S=[P1/P2* (Q1/P3) * W1+P1/P4* (Q2/P5) * W2+P1/P6* (Q3/P7) * W3] * P1；

Wherein, S is the data for the customer service resource for needing to distribute for each Category of consulting of the service unit in predetermined period；

P1 is the number of visiting people of the first reference period；

9. the method according to claim 1, wherein described need to distribute according to for the service unit Customer service resource data, for the service unit distribute customer service resource, comprising:

According to the data of the customer service resource for needing to distribute for the service unit, customer service resource and the business sheet are established The corresponding relationship of position.

10. a kind of methods of exhibiting of customer service resource data characterized by comprising

Obtain the historical consultation data asked questions for service unit；

Show the history of service unit described in the historical consultation data asked questions for service unit, the guest access Access number is accordingly and the data of customer service resource for needing to distribute for the service unit.