CN109670691A - Method, equipment and the customer service system distributed for customer service queue management and customer service - Google Patents
Method, equipment and the customer service system distributed for customer service queue management and customer service Download PDFInfo
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Abstract
The embodiment provides method, equipment and the customer service system for customer service queue management in customer service system and customer service distribution, the quantity of high-end customer request in periodic statistical predetermined time period；In response to determining that the quantity of idle customer side in the counted quantity of high-end customer request and the exclusive customer service queue of high-end customer meets preset condition, the idle customer side in part in the exclusive customer service queue is moved in shared customer service queue, the customer side in the shared customer service queue is for handling the request of high-end customer and the request of normal client；And processing task is completed in response to the customer side of the shared customer service queue, which is moved in the exclusive customer service queue.The technical solution of the embodiment of the present invention improves the utilization rate of customer service resource while guaranteeing the service experience of high-end customer.
Description
Technical field
The present invention relates to method, equipment and the systems of the management and customer service of customer service system more particularly to customer service queue distribution.
Background technique
Customer service system plays important role in the production and operating activities of enterprise, and be closely connected enterprise and user
Service window plays very important effect in terms of product sale, after-sale service, technical support, consulting and complaint.It is existing
Different clients are requested assignment to different customer sides in view of the differentiation of client traffic technical ability power to handle by customer service system.
For example, can be respectively the corresponding customer service team of type of service setting of such as core business, basic business, supplementary service etc
Column distribute idle customer side according to the type of service that the client's request received is related to from corresponding customer service queue and handle the client
Request requests the client waiting list is added if not having idle customer side in corresponding customer service queue.It considers simultaneously
Client's differentiation usually retains or configures a certain amount of exclusively for high-end especially for the service experience for improving high-end customer
The exclusive customer side of customer service handles the request from high-end customer.But and normal client business less in high-end customer business
In the case where more, this form for reserving exclusive customer side undoubtedly causes the waste of customer service resource.And if by exclusive customer service
End is configured to that the request of normal client can be handled, it is likely that causes to request not timely responding to so as to cause height to high-end customer
Customer experience is held to be deteriorated or be lost.
Summary of the invention
Therefore, the defect for aiming to overcome that the above-mentioned prior art of the embodiment of the present invention provides a kind of for customer service system
The customer service queue management and customer service distribution method, equipment and customer service system of system, while guaranteeing to timely respond to high-end customer
Improve the utilization rate of customer service resource.
Above-mentioned purpose is achieved through the following technical solutions:
According to a first aspect of the embodiments of the present invention, a kind of customer service queue management method for customer service system is provided,
The quantity requested including high-end customer in periodic statistical predetermined time period；In response to determining counted high-end customer request
The quantity of idle customer side meets preset condition in the exclusive customer service queue of quantity and high-end customer, by the exclusive customer service queue
The customer side of middle part free time moves in shared customer service queue, and the customer side in the shared customer service queue is for handling high-end visitor
The request at family and the request of normal client；And processing task is completed in response to the customer side of the shared customer service queue, by this
Customer side moves in the exclusive customer service queue.
In some embodiments of the invention, special when the quantity and high-end customer for determining counted high-end customer request
It, can be by free time in exclusive customer service queue most when the quantity of idle customer side meets the preset condition in category customer service queue
Long customer side moves in shared customer service queue.
In some embodiments of the invention, the preset condition can be set to the number of counted high-end customer request
Amount is less than the quantity of idle customer side in the exclusive customer service queue.
In some embodiments of the invention, the preset condition can be set to the number of counted high-end customer request
Amount is less than the half of the quantity of idle customer side in the exclusive customer service queue.
In some embodiments of the invention, the preset condition can be set are as follows:
The quantity of high-end customer request is multiplied by obtaining idle customer service in product and the exclusive customer service queue after overload factor
The difference of the quantity at end be less than or equal to zero, wherein overload factor be current statistic high-end customer request quantity with previously connected
Ratio between the average value of the number of requests of the high-end customer of continuous n times statistics, N are the natural number greater than zero.
In some embodiments of the invention, the preset condition can be set are as follows:
The quantity of high-end customer request is multiplied by obtaining idle customer service in product and the exclusive customer service queue after overload factor
The difference of the quantity at end is less than or equal to zero, and wherein overload factor is the natural number greater than zero, and the overload factor is used to indicate
It is expected that several times of the quantity that the high-end customer that the quantity of the high-end customer request of later period burst is current statistic is requested.
According to a second aspect of the embodiments of the present invention, a kind of customer service distribution method for customer service system is provided, including
In response to receiving the request from client, the client that identification issues the request is high-end customer or normal client；In response to
It identifies that the client is high-end customer, is preferably the customer side in the shared customer service queue of request distribution to handle the request, if altogether
It enjoys without available customer side in customer service queue, then distributes customer side from the exclusive customer service queue for high-end customer to handle this
Request；And in response to identifying that the client is normal client, according to the type of service that the request is related to, from the type of service pair
Idle customer side is distributed in the customer service queue answered to handle the request, if without idle customer side, from shared customer service queue
Customer side is distributed to handle the request.Wherein the shared customer service queue and the exclusive customer service queue by implementing according to the present invention
The customer service queue management method that the first aspect of example provides determines.
According to a third aspect of the embodiments of the present invention, a kind of customer service queue managing device for customer service system is provided,
Including statistical module and queue management module.Wherein statistical module can be used for high-end customer in periodic statistical predetermined time period and ask
The quantity asked.Queue management module can be used for the special of quantity in response to determining counted high-end customer request and high-end customer
The quantity for belonging to idle customer side in customer service queue meets preset condition, by the idle customer side in part in the exclusive customer service queue
It moves in shared customer service queue, and completes processing task in response to the customer side of the shared customer service queue, by the customer side
It moves in the exclusive customer service queue；Wherein the customer side in the shared customer service queue be used for handle high-end customer request and
The request of normal client.
According to a fourth aspect of the embodiments of the present invention, it includes according to an embodiment of the present invention for additionally providing a kind of customer service system
Customer service queue managing device, interface module, customer service distribution module and the conversation module that the third aspect provides.Wherein interface module can
For receiving the request from client, and identify that issuing the client of the request is high-end customer or normal client.Customer service point
It can be used for module in response to identifying that the client is high-end customer, be preferably the customer side that the request distributes in shared customer service queue
The request is handled, if without available customer side in shared customer service queue, from the exclusive customer service queue for high-end customer
Customer side is distributed to handle the request；And in response to identifying the client is normal client, is related to according to the request industry
Service type distributes idle customer side from customer service queue corresponding with the type of service to handle the request, if without idle visitor
End is taken, then distributes customer side from shared customer service queue to handle the request.Session establishment module can be used for issuing the request
Client and for its distribution customer side between establish session connection.
According to a fifth aspect of the embodiments of the present invention, a kind of computer readable storage medium is provided, meter is stored thereon with
Calculation machine program, described program are performed the method realized as described in above-described embodiment first aspect or second aspect.
According to a sixth aspect of the embodiments of the present invention, a kind of electronic equipment, including processor and memory are provided, wherein
Memory is for storing executable instruction；The processor is configured to realizing via the executable instruction is executed as above-mentioned
Method described in embodiment first aspect or second aspect.
Technical solution provided in an embodiment of the present invention can include the following benefits:
By the high objective portfolio of periodic statistical, and when it meets certain condition by the part being engaged in exclusively for high customer service sky
Not busy exclusive customer side is converted into simultaneously to be the shared customer side of high-end customer and ordinary customer service, to improve customer service money
The utilization rate in source avoids the waste of customer service resource；Meanwhile when respective handling task is completed in customer side any in shared customer service queue
Former exclusive customer service queue is moved back at once afterwards, to ensure as far as possible while improving customer service resource utilization to high-end customer
It timely responds to, the service experience to guarantee high-end customer is unaffected.
It should be understood that above general description and following detailed description be only it is exemplary and explanatory, not
It can the limitation present invention.
Detailed description of the invention
The drawings herein are incorporated into the specification and forms part of this specification, and shows and meets implementation of the invention
Example, and be used to explain the principle of the present invention together with specification.It should be evident that the accompanying drawings in the following description is only the present invention
Some embodiments for those of ordinary skill in the art without creative efforts, can also basis
These attached drawings obtain other attached drawings.In the accompanying drawings:
Fig. 1 shows the flow diagram of customer service queue management method according to an embodiment of the invention.
Fig. 2 shows the flow diagrams of customer service distribution method according to an embodiment of the invention.
Fig. 3 shows the functional block diagram of customer service queue managing device according to an embodiment of the invention.
Fig. 4 shows the functional block diagram of customer service system according to an embodiment of the invention.
Specific embodiment
In order to make the purpose of the present invention, technical solution and advantage are more clearly understood, and are passed through below in conjunction with attached drawing specific real
Applying example, the present invention is described in more detail.It should be appreciated that described embodiment is a part of the embodiments of the present invention, without
It is whole embodiments.Based on the embodiments of the present invention, those of ordinary skill in the art are not in the case where making creative work
The every other embodiment obtained, shall fall within the protection scope of the present invention.
In addition, described feature, structure or characteristic can be incorporated in one or more implementations in any suitable manner
In example.In the following description, many details are provided to provide and fully understand to the embodiment of the present invention.However,
It will be appreciated by persons skilled in the art that technical solution of the present invention can be practiced without one or more in specific detail,
Or it can be using other methods, constituent element, device, step etc..In other cases, it is not shown in detail or describes known side
Method, device, realization or operation are to avoid fuzzy each aspect of the present invention.
Block diagram shown in the drawings is only functional entity, not necessarily must be corresponding with physically separate entity.
I.e., it is possible to realize these functional entitys using software form, or realized in one or more hardware modules or integrated circuit
These functional entitys, or these functional entitys are realized in heterogeneous networks and/or processor device and/or microcontroller device.
Flow chart shown in the drawings is merely illustrative, it is not necessary to including all content and operation/step,
It is not required to execute by described sequence.For example, some operation/steps can also decompose, and some operation/steps can close
And or part merge, therefore the sequence actually executed is possible to change according to the actual situation.
The process that Fig. 1 gives the customer service queue management method according to an embodiment of the invention for customer service system is shown
It is intended to.This method specifically includes that step S101, the quantity that high-end customer is requested in periodic statistical predetermined time period；Step
S102 judges the quantity of idle customer side in the counted quantity of high-end customer request and the exclusive customer service queue of high-end customer
Whether preset condition is met；Step S103, in response to the satisfaction of the preset condition, by one of them of the exclusive customer service queue
Or some idle customer sides move in shared customer service queue；And step S104, in response to any customer service in shared customer service queue
Processing task is completed at end, which is moved in exclusive customer service queue.Wherein each customer side in exclusive customer service queue is only
The request from high-end customer is handled, and the customer side in shared customer service queue not only can handle high-end customer request, but also
Also it can handle the request of normal client.The executing subject of this method can be server or for providing any of customer service
One or more computing devices and combinations thereof.
More specifically, in step S101 nearly high-end customer for a period of time can be counted every certain period of time
The portfolio of (can also be referred to as high objective), such as the quantity of the period interior request from high-end customer.The tool of period
Body length can carry out dynamic adjustment according to actual needs, for example, can carry out every 10,20,30,40,50 or 60 minutes
The statistics of high visitor's portfolio.It preferably, in some embodiments, can be according to the scheduled client's high latency of customer service system
The period is arranged.Assuming that client's high latency of enterprise's customer service system setting is no more than 30 minutes, then can will use
30 minutes any time periods are set smaller than, in the period of the high objective portfolio of statistics to understand current high objective business in time
Amount, to adjust the length of shared customer service queue, quickly more effectively to utilize idle customer service resource.In another implementation
In example, it can also be arranged according to the average service time requested for normal client (general visitor can also be referred to as) and adjust this
Period, such as the average clothes that the period for being used to count high objective portfolio is equal to or is requested slightly larger than normal client
It is engaged in the time, to avoid causing to waste server computing resource since period too short initiation frequently counts as far as possible.
It, will be idle in the exclusive customer service queue of the quantity of the high-end customer counted request and high-end customer in step S102
The quantity of customer side is compared, and judges whether to meet preset condition, if it is satisfied, then it is contemplated that by for high-end customer
One or more free time customer sides are added in shared customer service queue can serve normal client in exclusive customer service queue；Instead
If being unsatisfactory for the preset condition without processing.In one embodiment, preset condition can be set as being united
The quantity of the high-end customer request of meter is less than the quantity of idle customer side in the exclusive customer service queue, it means that is currently used in place
Half of the customer side quantity less than the exclusive customer service queue of high objective portfolio is managed, that is, currently high visitor's portfolio is less.?
In another embodiment, the quantity that can set preset condition to counted high-end customer request is less than the exclusive customer service team
The half of the quantity of idle customer side in column.The scheme of the embodiment has fully taken into account the wave that high objective portfolio is likely to occur
It is dynamic, more sufficient customer service resource has been reserved for high objective business.
In yet another embodiment, which is not changeless condition, but with the height visitor of current statistic
Portfolio and dynamic changes, consequently facilitating effectively utilize customer service resource.Such as the preset condition can be set as being united
The quantity of the high-end customer request of meter is multiplied by obtaining idle customer side in product and the exclusive customer service queue after overload factor
The difference of quantity is less than or equal to zero.Assuming that indicating the difference with Dec, then preset condition can be expressed as formula:
Dec=JobNum*k-WorkerNum
Wherein JobNum indicates the quantity of the high-end customer currently counted request, and WorkerNum is for high-end customer
Exclusive customer service queue in idle customer side quantity, k indicates overload factor, can be by exclusive visitor if difference Dec is less than 0
It takes the customer side that part is idle in queue to convert into shared customer service queue, allows to use for normal client.Wherein overload
The number of requests for the high-end customer that coefficient k can be the quantity of the high-end customer request of current statistic and previously continuous n times count
Average value between ratio, N is natural number greater than zero.In yet another embodiment, JobNum expression is currently counted
The average value of the number of requests of the quantity or high-end customer counted in the recent period of high-end customer request；And overload factor k is nature
Number, can be set dynamically according to actual needs, to indicate that the objective number of requests of height of estimated subsequent possible burst is current
At several times of high visitor's number of requests or objective average request quantity high in the recent period, still be able to guarantee the request of high-end customer timely respond to and
Processing.For example, set 2 for overload factor k, though indicate the objective portfolio of the height of burst be current statistic the objective portfolio of height or
At twice of recent average traffic, it still can guarantee that high visitor's request is timely responded to and handled.
It continues to refer to figure 1, the exclusive of high-end customer service will be used in response to the satisfaction of the preset condition in step S103
One of them or some idle customer sides of customer service queue move in shared customer service queue.For example, exclusive customer service team can be counted
The free time length of each free time customer side moves to the longest customer side of free time length when above-mentioned preset condition meets in column
In shared customer service queue.It can continue to be selected by the ASCII sequence of customer service ID if free time length is identical.Or
The longer preceding m customer side of free time length can be moved in shared customer service queue, m is natural number, and usual maximum is no more than
The half of idle client terminal quantity in exclusive customer service queue.By the customer service that be converted into shared customer service according to free time length selection
End, can sufficiently balanced each customer side the processing time and busy extent.In step S104, when appointing in shared customer service queue
Corresponding processing task is completed in one customer side, which is moved back to the exclusive customer service queue for high-end customer in time
In, to guarantee to timely respond to high-end customer as far as possible.
The high objective portfolio of the regular geo-statistic of the technical solution of previous embodiment, will be exclusively for height when it meets certain condition
The idle exclusive customer side in the part of customer service business is converted into being simultaneously the shared customer side of high visitor and general customer service business, to improve
The utilization rate of customer service resource, to avoid the waste of customer service resource；Meanwhile when shared customer side any in shared customer service queue is completed
Former exclusive customer service queue is moved back to after corresponding task at once, to ensure as far as possible while improving customer service resource utilization to height
End customer service timely responds to, and the service experience to guarantee high visitor is unaffected.
Fig. 2 shows the flow diagrams of customer service distribution method according to an embodiment of the invention.The execution of this method
Main body can be server or any one or more computing devices and combinations thereof for providing customer service.As shown in Fig. 2,
When receiving the request that client is sent by client, the rank of client is first checked, to identify or determine the visitor for issuing the request
Family is high-end customer or normal client.Such as voip identifiers or the Class Type mark in being requested by client including
To determine the rank of client.It is preferably that the request distributes shared customer service when determining the client for sending the request is high-end customer
Customer side in queue handles the request, if without available customer side in shared customer service queue, from for high-end customer
Customer side is distributed in exclusive queue to handle the request；If still without available customer side, by the request be added high visitor etc.
To queue, request point followed by waiting list when having available customer side in customer service queue to be shared or exclusive customer service queue
With customer side.It, can be according to the type of service mark for including in the request when determining the client for sending the request is normal client
Know, distributes idle customer side from customer service queue corresponding with the type of service to handle the request, if without idle customer side,
Customer side is distributed from shared customer service queue then to handle the request；If still the request is added without available customer side
In the waiting list of general visitor, followed by should when having available customer side in the customer service queue of corresponding service or shared customer service queue
Request in waiting list distributes customer side.
In this embodiment, it shares customer service queue and uses visitor described above for the exclusive customer service queue of high-end customer
Queue management method is taken to be updated and safeguard.The technical solution of the embodiment is less in high-end customer business and normal client
In the case that business is more, part customer side in the exclusive customer service queue exclusively for high-end customer service can be converted into can be with
Simultaneously it is the shared client of ordinary customer service, improves the utilization efficiency of customer service resource and the service experience of normal client,
Reduce the waste of customer service resource.It is converted in time when respective handling task is completed in each shared customer side to exclusive simultaneously
In Client queue, to ensure to timely respond to high-end customer as far as possible, to avoid the customer service resource for leading to high visitor because of above-mentioned conversion
Service experience that is insufficient and influencing high-end customer.
Fig. 3 is the functional block according to the customer service queue managing device 300 for customer service system of one embodiment of the invention
Figure.Although the block diagram describes component in functionally separated mode, such description is exclusively for the purposes of illustration.Institute in figure
The component shown can arbitrarily be combined or be divided into independent software, firmware and/or hardware component.Moreover, no matter in this way
Component how to be combined or divided, they can be executed on same host or multiple main frames, plurality of host
It can be and be connected to the network by one or more.
As shown in figure 3, the customer service queue managing device 300 includes statistical module 301 and queue management module 302.Wherein
Statistical module 301 such as the number that high-end customer is requested in the regular geo-statistic predetermined amount of time introduced above in association with step S101
Amount.As introduced above in association with step S102-S104, high-end visitor that queue management module 302 is provided according to statistical module 301
The quantity of customer side idle in its exclusive customer service queue with high-end customer is compared, is with judgement by the quantity of family request
It is no to meet preset condition；When the preset condition is satisfied, by one of them or several idle customer sides of exclusive customer service queue
It moves in shared customer service queue；And processing task is completed in any one customer side in response to sharing customer service queue, by the visitor
End is taken to move back in exclusive customer service queue.The customer service queue managing device of the embodiment by the high objective portfolio of regular geo-statistic,
And when it meets certain condition by the idle exclusive customer side in the part being engaged in exclusively for high customer service be converted into can simultaneously for high visitor and
The shared customer side of general customer service business avoids the waste of customer service resource to improve the utilization rate of customer service resource；Meanwhile when
Any shared customer side moves back to former exclusive customer service queue after completing corresponding task at once in shared customer service queue, thus abundant
Ensure to timely respond to high-end customer service as far as possible while improving resource utilization, to guarantee the service experience of high visitor not by shadow
It rings.
Fig. 4 is the functional block diagram according to the customer service system 400 of one embodiment of the invention.Although the block diagram is functionally to divide
The mode opened describes component, but such description is exclusively for the purposes of illustration.Component as shown in the figure can arbitrarily carry out group
Close or be divided into independent software, firmware and/or hardware component.And no matter such component is how to be combined or divided
, they can be executed on same host or multiple main frames, and plurality of host can be to be connected by one or more networks
It connects.
As shown in figure 4, the customer service system 400 mainly includes interface module 401, customer service queue managing device 402, customer service point
With module 403 and conversation module 404.Wherein customer service queue managing device 402 can be using the dress described above in association with Fig. 3
It sets.Interface module 401 is used to receive the request from client and checks the rank of client, such as wraps in being requested by client
Voip identifiers or the Class Type mark contained is normal client or height come the client for identifying or determining that client issues the request
Hold client.When identifying or determining that the client is high-end customer, customer service distribution module 403 is preferably that the request distributes shared customer service
Customer side in queue handles the request, if without available customer side in shared customer service queue, from for high-end customer
Customer side is distributed in exclusive queue to handle the request；If still without available customer side, by the request be added high visitor etc.
To queue, request point followed by waiting list when having available customer side in customer service queue to be shared or exclusive customer service queue
With customer side.When determining the client for sending the request is normal client, customer service distribution module 403 can be wrapped according in the request
The type of service mark contained, distributes idle customer side from customer service queue corresponding with the type of service to handle the request, if
Without free time customer side, then customer side is distributed from shared customer service queue to handle the request；If still that customer side not can be used,
Then the request is added in the waiting list of general visitor, to have available customer service in the customer service queue or shared customer service queue of corresponding service
Request when end followed by the waiting list distributes customer side.Session establishment module 404 is used in the visitor for issuing the request
Family end and for its distribution customer side between establish session connection.The client can be traditional customer service system, call center
System, is also possible to video customer service system, the application is not limited this.
It should be understood that this division is simultaneously although customer service system is divided into several modules or unit in above description
Non-imposed.In fact, embodiment according to the present invention, the feature of two or more above-described modules or unit
It can be embodied in a module or unit with function.An above-described module or the feature and function of unit can
It is to be embodied by multiple modules or unit with further division.
In yet another embodiment of the present invention, a kind of computer readable storage medium is additionally provided, meter is stored thereon with
Calculation machine program or executable instruction, when the computer program or executable instruction are performed realization such as institute in previous embodiment
The technical solution stated, realization principle is similar, and details are not described herein again.In an embodiment of the present invention, computer-readable storage medium
Matter can be it is any can storing data and can by computing device read tangible medium.The reality of computer readable storage medium
Example include hard disk drive, network attached storage (NAS), read-only memory, random access memory, CD-ROM, CD-R,
CD-RW, tape and other optics or non-optical data storage device.Computer readable storage medium also may include being distributed in
Computer-readable medium in network coupled computer system, so as to store and execute computer program in a distributed manner or refer to
It enables.
In yet another embodiment of the present invention, a kind of electronic equipment, including processor and memory are additionally provided, wherein
The memory is used to store the executable instruction that can be executed by processor, wherein the processor is configured to executing memory
The executable instruction of upper storage, the executable instruction are performed the technical solution realized and introduced in aforementioned any embodiment,
Its realization principle is similar, and details are not described herein again.
For the ginseng of " each embodiment ", " some embodiments ", " one embodiment " or " embodiment " etc. in this specification
Examine reference is that the special characteristic in conjunction with described in the embodiment, structure or property are included at least one embodiment.Cause
This, phrase " in various embodiments ", " in some embodiments ", " in one embodiment " or " in embodiment " etc. exists
The appearance of each place not necessarily refers to identical embodiment in the whole instruction.In addition, special characteristic, structure or property can
To combine in any way as suitable in one or more embodiments.Therefore, in conjunction with shown in one embodiment or description
Special characteristic, structure or property can wholly or partly with the feature, structure or property of one or more other embodiments
It unlimitedly combines, as long as the combination is not non-logicality or cannot work.
The term of " comprising " and " having " and similar meaning is expressed in this specification, it is intended that covers non-exclusive packet
Contain, such as contains the process, method, system, product or equipment of a series of steps or units and be not limited to listed step
Rapid or unit, but optionally further comprising the step of not listing or unit, or optionally further comprising for these processes, side
Other intrinsic step or units of method, product or equipment."a" or "an" is also not excluded for multiple situations.In addition, the application
Each element in attached drawing is not necessarily drawn to scale just to schematically illustrate.
Although the present invention is described through the foregoing embodiment, the present invention is not limited to described here
Embodiment, without departing from the present invention further include made various changes and variation.
Claims (11)
1. a kind of customer service queue management method for customer service system, comprising:
The quantity that high-end customer is requested in periodic statistical predetermined time period；
In response to determining idle customer side in the counted quantity of high-end customer request and the exclusive customer service queue of high-end customer
Quantity meet preset condition, the idle customer side in part in the exclusive customer service queue is moved in shared customer service queue, institute
The customer side in shared customer service queue is stated for handling the request of high-end customer and the request of normal client；And
Processing task is completed in response to the customer side of the shared customer service queue, which is moved into the exclusive customer service queue
In.
2. customer service queue management method according to claim 1, wherein when the number for determining counted high-end customer request
When amount and the quantity of customer side idle in the exclusive customer service queue of high-end customer meet the preset condition, by the exclusive customer service
Free time longest customer side moves in shared customer service queue in queue.
3. customer service queue management method according to claim 1, wherein the preset condition is the high-end customer that is counted
The quantity of request is less than the quantity of idle customer side in the exclusive customer service queue.
4. customer service queue management method according to claim 1, wherein the preset condition is the high-end customer that is counted
The quantity of request is less than the half of the quantity of idle customer side in the exclusive customer service queue.
5. customer service queue management method according to claim 1, wherein the preset condition are as follows:
The quantity of high-end customer request is multiplied by obtaining idle customer side in product and the exclusive customer service queue after overload factor
The difference of quantity is less than or equal to zero, and wherein overload factor is the quantity and previous continuous N that the high-end customer of current statistic is requested
Ratio between the average value of the number of requests of the high-end customer of secondary statistics, N are the natural number greater than zero.
6. customer service queue management method according to claim 1, wherein the preset condition are as follows:
The quantity of high-end customer request is multiplied by obtaining idle customer side in product and the exclusive customer service queue after overload factor
The difference of quantity is less than or equal to zero, and wherein overload factor is the natural number greater than zero, and the overload factor is used to indicate estimated
The quantity of the high-end customer request of later period burst is several times of the quantity that the high-end customer of current statistic is requested.
7. a kind of customer service distribution method for customer service system, comprising:
In response to receiving the request from client, the client that identification issues the request is high-end customer or normal client；
It is preferably the customer side in the shared customer service queue of request distribution to handle this in response to identifying that the client is high-end customer
Request, if distributing customer service from the exclusive customer service queue for high-end customer without available customer side in shared customer service queue
End is to handle the request；
In response to identifying that the client is normal client, according to the type of service that the request is related to, from corresponding with the type of service
Idle customer side is distributed in customer service queue to handle the request, if distributing from shared customer service queue without idle customer side
Customer side handles the request；
Wherein the shared customer service queue and the exclusive customer service queue are by customer service according to claim 1 to 6
Queue management method determines.
8. a kind of customer service queue managing device for customer service system, comprising:
Statistical module, the quantity requested for high-end customer in periodic statistical predetermined time period；
Queue management module, in response to determining the quantity of counted high-end customer request and the exclusive customer service of high-end customer
The quantity of idle customer side meets preset condition in queue, and the idle customer side in part in the exclusive customer service queue is moved to altogether
It enjoys in customer service queue, and completes processing task in response to the customer side of the shared customer service queue, which is moved into institute
It states in exclusive customer service queue；
Wherein the customer side in the shared customer service queue is for handling the request of high-end customer and the request of normal client.
9. a kind of customer service system includes:
Customer service queue managing device as claimed in claim 8；
Interface module for receiving the request from client, and identifies that the client for issuing the request is high-end customer or common
Client；
Customer service distribution module, for being preferably that the request distributes shared customer service queue in response to identifying that the client is high-end customer
In customer side handle the request, if without available customer side in shared customer service queue, from for the exclusive of high-end customer
Customer side is distributed in customer service queue to handle the request；And for being asked according to this in response to identifying that the client is normal client
The type of service being related to is sought, distributes idle customer side from customer service queue corresponding with the type of service to handle the request, if
Without free time customer side, then customer side is distributed from shared customer service queue to handle the request；
Session establishment module, for establishing session connection between the customer side in the client for issuing the request and for its distribution.
10. a kind of computer readable storage medium is stored thereon with computer program, described program, which is performed, realizes that right is wanted
Seek method described in any one of 1-7.
11. a kind of electronic equipment, including processor and memory, wherein memory is for storing executable instruction；The processing
Device is configured as carrying out method described in any one of perform claim requirement 1-7 via the execution executable instruction.
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| CN112396300A (en) * | 2020-11-04 | 2021-02-23 | 武汉悦学帮网络技术有限公司 | Customer service resource allocation method and device, storage medium and electronic equipment |
| CN113360627A (en) * | 2021-07-06 | 2021-09-07 | 北京容联七陌科技有限公司 | Online customer service real-time distribution method and system |
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