CN109743468A - Data processing method and device - Google Patents
Data processing method and device Download PDFInfo
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- CN109743468A CN109743468A CN201811342268.8A CN201811342268A CN109743468A CN 109743468 A CN109743468 A CN 109743468A CN 201811342268 A CN201811342268 A CN 201811342268A CN 109743468 A CN109743468 A CN 109743468A
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Abstract
The application provides a kind of data processing method, comprising: obtains the communication request that user submits；Determine the N number of customer service terminal being in idle condition, wherein any one customer service terminal for being in the idle state is capable of handling communication request, and N is positive integer；Communication request is sent to N number of customer service terminal, determines that any one returned in the customer service terminal for determining the response instruction for handling communication request in N number of customer service terminal is target customer service terminal；Line user and target customer service terminal.N number of customer service terminal being in idle condition is determined from M customer service terminal by the communication request submitted according to user, and the customer service terminal handled the request is determined from N number of customer service terminal being in idle condition, from largely guaranteeing that the communication request can be processed, and simultaneously, the communication request can be enable to be handled within a short period of time, so as to improve user experience.
Description
Technical field
This application involves data processing fields, in particular to a kind of data processing method and device.
Background technique
In current customer service system pair, when handling the request such as consulting, complaint of user, it is busy not usually to will appear customer service
The case where coming over, causing many users that cannot obtain service in time cannot even service, and user experience is very poor.
Summary of the invention
In view of this, the application's is designed to provide a kind of data processing method and device, to improve at present due to visitor
The problem of clothes are too busy to do it and cause many users that cannot obtain service in time or even cannot service.
To achieve the goals above, embodiments herein is accomplished in that
In a first aspect, embodiments herein provides a kind of data processing method, the data processing method includes: to obtain
Obtain the communication request that user submits；Determine the N number of customer service terminal being in idle condition, wherein any one is in the sky
The customer service terminal of not busy state is capable of handling the communication request, and N is positive integer；The communication request is sent to N number of customer service
Terminal determines and returns to appointing in the customer service terminal for determining the response instruction for handling the communication request in N number of customer service terminal
Meaning one is target customer service terminal；User described in line and the target customer service terminal.
In the embodiment of the present application, N number of be in is determined from M customer service terminal by the communication request submitted according to user
The customer service terminal of idle state, and the customer service handled the request is determined from N number of customer service terminal being in idle condition
Terminal, from largely guaranteeing that the communication request can be processed, and meanwhile, it is capable to enable the communication request in the short period
It is inside handled, so as to improve user experience.
In some optional implementations of first aspect, the above-mentioned transmission communication request to N number of customer service terminal,
Determine any one returned in the customer service terminal for determining the response instruction for handling the communication request in N number of customer service terminal
For target customer service terminal, comprising: send the communication request to N number of customer service terminal；Judge sending the communication request
In preset duration later, if obtain any customer service terminal from N number of customer service terminal and return to the determining processing communication
The response of request indicates；If so, determining that any one in the customer service terminal for returning to the response instruction is target customer service terminal.
In the embodiment of the present application, by sending the communication request to N number of customer service terminal being in idle condition, from N number of
It is returned in the customer service terminal being in idle condition and determines that any one the customer service terminal for the response instruction for handling the communication request is true
The target customer service terminal for handling the communication request is made, can be handled from the communication request of largely guarantee user,
To make customer service preferably provide service for user, achieve the purpose that improve user experience.
In some optional implementations of first aspect, the above-mentioned transmission communication request to N number of customer service terminal,
Determine any one returned in the customer service terminal for determining the response instruction for handling the communication request in N number of customer service terminal
For target customer service terminal, comprising: judge whether the quantity of customer service terminal is greater than default value M for N；When being judged as that N is greater than M,
M customer service terminal is arbitrarily determined out from N number of customer service terminal, is sending the communication request to the M customer service terminal
And when communication request described in the M customer service terminal dont answer；Into N number of customer service terminal in addition to the M customer service terminal
N-M customer service terminal send the communication request, determine to return in the N-M customer service terminal and determine the processing communication
Any one in the customer service terminal of the response instruction of request is target customer service terminal；When being judged as that N is less than or equal to M, send
The communication request is determined to return in N number of customer service terminal and determines and handle the communication request to N number of customer service terminal
Response instruction customer service terminal in any one be target customer service terminal.
In the embodiment of the present application, being sent by the M customer service terminal into N number of customer service terminal being in idle condition should
Communication request, and determine from M customer service terminal to handle the target customer service terminal of the communication request, it can be asked guaranteeing communication
Ask processed makes a communication request occupy less resource simultaneously, is user to improve the efficiency of processing communication request
While service is provided, improve the experience of user.
In some optional implementations of first aspect, M are arbitrarily determined out from N number of customer service terminal described
After customer service terminal, and in the N-M customer service terminal into N number of customer service terminal in addition to the M customer service terminal
Before sending the communication request, the above method further include: send the communication request to the M customer service terminal；Judge
It sends in the preset duration after the communication request, if obtain any customer service terminal from the M customer service terminal and return
Determine the response instruction for handling the communication request；If so, determining any one in the customer service terminal for returning to the response instruction
A is target customer service terminal；If it is not, executing N-M visitor of the step into N number of customer service terminal in addition to the M customer service terminal
It takes terminal and sends the communication request.
In the present embodiment, being sent by the N-M customer service terminal into N number of customer service terminal in addition to M customer service terminal should
Communication request, can be when that can not handle the communication request due to various reasons in face of M customer service terminal, to remaining N-M
Customer service terminal sends the communication request, can guarantee that the communication request can be handled in this way, to improve the experience of user.
In some optional implementations of first aspect, multiple business modules connect one to one more in IVR system
A communication port, and each business module in multiple business modules is provided with communication request function；Above-mentioned acquisition user mentions
The communication request of friendship, comprising: when the access of the target service resume module user in the multiple business module, based on described
The destinations traffic port of target service module obtains the target service module based on user's described in communication request functional response
The communication request for accessing and generating and sending.
In the present embodiment, by the multiple communication port to connect one to one with business modules multiple in IVR system
Any business module obtained in multiple business modules is generated and sent based on the communication request operation executed in response to user
Communication request, so as to be user in IVR system modules when can be by easily operating the communication of initiation
Offer service is provided, the experience of user is improved.
Second aspect, embodiments herein provide a kind of data processing equipment, and the data processing equipment includes: to obtain
Module is obtained, for obtaining the communication request of user's submission；Processing module, N number of customer service for determining to be in idle condition are whole
End, wherein any one customer service terminal for being in the idle state is capable of handling the communication request, and N is positive integer；It determines
Module determines for sending the communication request to N number of customer service terminal and returns to determining processing in N number of customer service terminal
Any one in the customer service terminal of the response instruction of the communication request is target customer service terminal；Link module is used for line
The user and the target customer service terminal.
In some optional implementations of second aspect, above-mentioned determining module is also used to send the communication request extremely
N number of customer service terminal；Judge sending in the preset duration after the communication request, if from N number of customer service terminal
The middle response instruction for obtaining any customer service terminal and returning to the determining processing communication request；Refer to if so, determining and returning to the response
Any one in the customer service terminal shown is target customer service terminal.
In some optional implementations of second aspect, above-mentioned determining module is also used to judge the quantity of customer service terminal
Whether it is greater than for N
Default value M；When being judged as that N is greater than M, M customer service terminal is arbitrarily determined out from N number of customer service terminal,
When sending communication request described in the communication request and the M customer service terminal dont answer to the M customer service terminal；To institute
It states N-M customer service terminal in N number of customer service terminal in addition to the M customer service terminal and sends the communication request, determine described
Any one returned in the customer service terminal for determining the response instruction for handling the communication request in N-M customer service terminal is target
Customer service terminal；When being judged as that N is less than or equal to M, the communication request is sent to N number of customer service terminal, and determination is described N number of
Any one returned in the customer service terminal for determining the response instruction for handling the communication request in customer service terminal is target customer service
Terminal.
In some optional implementations of second aspect, above-mentioned determining module is also used to send the communication request extremely
The M customer service terminal；Judge sending in the preset duration after the communication request, if from the M customer service terminal
The middle response instruction for obtaining any customer service terminal and returning to the determining processing communication request；Refer to if so, determining and returning to the response
Any one in the customer service terminal shown is target customer service terminal；If it is not, removing the M customer service into N number of customer service terminal
N-M customer service terminal outside terminal sends the communication request.
In some optional implementations of second aspect, multiple business modules connect one to one more in IVR system
A communication port, and each business module in multiple business modules is provided with communication request function；The acquisition module, also
When access for the target service resume module user in the multiple business module, based on the target service module
Destinations traffic port obtains the access of the target service module based on user described in communication request functional response and generates concurrent
The communication request sent.
The third aspect, the embodiment of the present application provide a kind of server, and the server includes: processor, memory, always
Line and communication interface；The processor, the communication interface and memory are connected by the bus.The memory, is used for
Store program.The processor, for the program by calling storage in the memory, to execute first aspect or first
Data processing method described in any optional implementation of aspect.
Fourth aspect, the embodiment of the present application provide a kind of calculating of non-volatile program code that can be performed with processor
The readable storage medium of machine, for storing program code, said program code executes first party when being readable by a computer and running
Data processing method described in any optional implementation of face or first aspect.
To enable the above objects, features, and advantages of the application to be clearer and more comprehensible, preferred embodiment is cited below particularly, and cooperate
Appended attached drawing, is described in detail below.
Detailed description of the invention
Technical solution in ord to more clearly illustrate embodiments of the present application, below will be to needed in the embodiment attached
Figure is briefly described, it should be understood that the following drawings illustrates only some embodiments of the application, therefore is not construed as pair
The restriction of range for those of ordinary skill in the art without creative efforts, can also be according to this
A little attached drawings obtain other relevant attached drawings.
Fig. 1 shows the interaction figure of a kind of user of the application first embodiment offer, server and customer service terminal；
Fig. 2 shows a kind of structural block diagrams for server that the application first embodiment provides；
Fig. 3 shows a kind of first pass figure of data processing method of the application second embodiment offer；
Fig. 4 shows the sub-process figure of step S300 in a kind of data processing method of the application second embodiment offer；
Fig. 5 shows the sub-process figure of step S300 in a kind of data processing method of the application second embodiment offer；
Fig. 6 shows a kind of structural block diagram of data processing equipment of the application 3rd embodiment offer.
Specific embodiment
Below in conjunction with attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete
Ground description, it is clear that described embodiments are only a part of embodiments of the present application, instead of all the embodiments.Usually exist
The component of the embodiment of the present application described and illustrated in attached drawing can be arranged and be designed with a variety of different configurations herein.Cause
This, is not intended to limit claimed the application's to the detailed description of the embodiments herein provided in the accompanying drawings below
Range, but it is merely representative of the selected embodiment of the application.Based on embodiments herein, those skilled in the art not into
Row goes out every other embodiment obtained under the premise of creative work, shall fall in the protection scope of this application.
It should also be noted that similar label and letter indicate similar terms in following attached drawing, therefore, once a certain Xiang Yi
It is defined in a attached drawing, does not then need that it is further defined and explained in subsequent attached drawing.Term " first ", " the
Two " etc. are only used for distinguishing description, are not understood to indicate or imply relative importance.Furthermore term in the application " and/
Or ", only a kind of incidence relation for describing affiliated partner, indicates may exist three kinds of relationships, for example, A and/or B, it can be with table
Show: individualism A exists simultaneously A and B, these three situations of individualism B.
First embodiment
Referring to Fig. 1, Fig. 1 is the interaction figure of a kind of user provided in this embodiment, server and customer service terminal.At user
When in IVR (Interactive Voice Response, i.e. interactive voice answering) system, due to multiple in IVR system
Multiple communication port that business module connects one to one, and each business module in multiple business modules is provided with communication
Request function, user can be according to itself consulting or alarm demands, by the way that the artificial of each business module level is arranged in
Quick service key initiates communication request to server.After server receives the communication request of user, what is connect with server
The target customer service terminal for handling the communication request is determined in multiple customer service terminals.Target customer service terminal and user carry out line, mesh
The corresponding customer service of mark customer service terminal can provide service for user, and the demand to user is handled.
Referring to Fig. 2, the embodiment of the present application provides a kind of server 10, server 10 can be network server, number
According to library server, Cloud Server or the server set that is made of multiple child servers at etc..Certainly, the above-mentioned equipment enumerated is to use
In being easy to understand the present embodiment, the restriction to the present embodiment should not be used as.
The server 10 may include: memory 11, communication interface 12, bus 13 and processor 14.Wherein, processor
14, communication interface 12 and memory 11 are connected by bus 13.
Processor 14 is for executing the executable module stored in memory 11, such as computer program.Clothes shown in FIG. 1
Be engaged in device 10 component and structure be it is illustrative, and not restrictive, as needed, server 10 also can have other groups
Part and structure.
Memory 11 may include high-speed random access memory (Random Access Memory RAM), it is also possible to also
Including non-labile memory (non-volatile memory), for example, at least two magnetic disk storages.In the present embodiment,
Memory 11 stores program required for configuration for executing data processing.
Bus 13 can be isa bus, pci bus or eisa bus etc..It is total that bus can be divided into address bus, data
Line, control bus etc..Only to be indicated with a four-headed arrow in Fig. 1, it is not intended that an only bus or one convenient for indicating
The other bus of type.
Processor 14 may be a kind of processing capacity IC chip with signal.During realization, above-mentioned side
Each step of method can be completed by the integrated logic circuit of the hardware in processor 14 or the instruction of software form.Above-mentioned
Processor 14 can be general processor, including central processing unit (Central Processing Unit, abbreviation CPU), network
Processor (Network Processor, abbreviation NP) etc.；It can also be digital signal processor (DSP), specific integrated circuit
(ASIC), ready-made programmable gate array (FPGA) either other programmable logic device, discrete gate circuit or transistor logic
Device, discrete hardware components.General processor can be microprocessor or the processor is also possible to any conventional processing
Device etc..The step of method in conjunction with disclosed in the embodiment of the present application, can be embodied directly in hardware decoding processor and execute completion,
Or in decoding processor hardware and software module combination execute completion.Software module can be located at random access memory, dodge
It deposits, read-only memory, this fields such as programmable read only memory or electrically erasable programmable memory, register are mature to deposit
In storage media.
Method performed by the device of process or definition that the embodiment of the present application any embodiment discloses can be applied to locate
It manages in device 14, or realized by processor 14.Processor 14 is stored in after receiving and executing instruction by the calling of bus 13
After program in reservoir 11, processor 14, which controls communication interface 12 by bus 13, can then execute the process of data processing.
Second embodiment
In data processing method provided in this embodiment, which can be retouched from the angle of server
It states.Hereinafter, by each step of the data processing method in the embodiment of the present application is described in detail in conjunction with Fig. 3-Fig. 5.
Referring to Fig. 3, Fig. 3 is the first pass figure of data processing method provided in this embodiment.The present embodiment provides
Data processing method in, may include: step S100, step S200, step S300 and step S400.
Step S100: the communication request that user submits is obtained.
Step S200: the N number of customer service terminal being in idle condition is determined, wherein any one is in the idle shape
The customer service terminal of state is capable of handling the communication request, and N is positive integer.
Step S300: the communication request is sent to N number of customer service terminal, determines and returns in N number of customer service terminal
Any one in the customer service terminal of the determining response instruction for handling the communication request is target customer service terminal.
Step S400: user described in line and the target customer service terminal.
Before server executes step S100, in IVR (Interactive Voice Response, i.e., it is interactive
Voice answer-back) user of a certain business module in system, connection customer service can be decided whether to according to the demand of itself, allow customer service
For oneself service.
It is assumed that user's first in telephone expenses inquiry business module, has doubt to the credit balance of oneself, then the user
The quick channel that is arranged in telephone expenses inquiry business module, i.e. target of the IVR system in multiple business modules can be passed through
The destinations traffic port of business module setting achievees the purpose that connect customer service, and does not have to return and carry out in main menu business module
Call manual service.
Assuming that 2, user's second in bank transfer record queries business module can be remembered by setting in bank transfer
The quick channel in inquiry business module is recorded, achievees the purpose that connect customer service, and does not have to return and be carried out in main menu business module
Call manual service.
In this way, so that it may the channel for more easily calling manual service is provided for user, to reinforce IVR
Business association between system and customer service system, and then improve the experience of user.
Server under normal running status, can execute step S100, mesh of the IVR system in multiple business modules
When marking the access of business module processing user, target service module can be obtained based on the destinations traffic port of target service module
Access based on user described in communication request functional response and the communication request generated and sent.
In the present embodiment, the use that server passes through any business module in multiple business modules in acquisition IVR system
The communication request that family is initiated, can provide many conveniences for user, so that in any one business module in IVR system
It, can be by easily operating initiation when user needs customer service to carry out manual service situations such as wanting consulting or complaining
Communication request, it is very convenient in this way, it can be improved the experience of user.
Continue aforementioned hypothesis 1: server receives the logical of user's first submission from the telephone expenses inquiry business module in IVR system
Letter request.
Continue aforementioned hypothesis 2: server receives user's second from the bank transfer record queries business module in IVR system
The communication request of submission.
After the communication request that server obtains that user submits, step S200 can be executed.
In the present embodiment, server can obtain whole with P customer service from P customer service terminal connecting with server
Corresponding P work state information is held, herein, work state information may include: to indicate currently be in and user's line
Connection state, and indicate it is current do not carry out line with user the idle state of service can be provided for user.From P work
Make in status information, obtain N number of idle state information, so that it is determined that the corresponding N number of customer service terminal of N number of idle state information.This
Sample, server can be obtained by the customer service terminal number that can currently handle the communication request, improve the treatment effeciency of communication request.
Continue aforementioned hypothesis 1: after server receives the communication request of user's first submission, being determined from P customer service terminal
The N number of customer service terminal being in idle condition out.
Continue aforementioned hypothesis 2: after server receives the communication request of user's second submission, being determined from P customer service terminal
The N number of customer service terminal being in idle condition out.
It is worth noting that, if P customer service terminal being connected with server all in connection state, then this can be led to
Letter request is sent to spare customer service set of terminal, and spare customer service set of terminal is independently of anticipating except P customer service terminal for handling
The customer service terminal of outer situation.If P customer service terminal being connected with server per second can also obtain primary all in connection state
The work state information of P customer service terminal, to there is customer service terminal processes to complete other communication requests, thus in being capable of handling
The idle state of the communication request.In this way, the communication request that can also guarantee that user submits is handled, user experience is improved.
After server determines the N number of customer service terminal being in idle condition, step S300 can be executed.Referring to Fig. 4,
In the present embodiment, step S300 may include: step S311, step S312 and step S313.
Step S311: the communication request is sent to N number of customer service terminal.
Step S312: judge sending in the preset duration after the communication request, if from N number of customer service terminal
The middle response instruction for obtaining any customer service terminal and returning to the determining processing communication request.
Step S313: if so, determining that any one in the customer service terminal for returning to the response instruction is target customer service end
End.
Server executes step S311, and after determining the N number of customer service terminal being in idle condition, server can lead to this
Letter request is sent to N number of customer service terminal.Communication request is sent to N number of customer service terminal by server, can greatly guarantee user
The communication request of submission is handled as early as possible, has reliable guarantee to improve the experience of user.
Continue aforementioned hypothesis 1: the communication request that user's first is submitted is sent to N number of customer service terminal by server.
Continue aforementioned hypothesis 2: the communication request that user's second is submitted is sent to N number of customer service terminal by server.
After communication request is sent to N number of customer service terminal by server, step S312 can be executed.
In the present embodiment, server, which may determine that, is sending in the preset duration after the communication request, if from N number of
Any customer service terminal is obtained in customer service terminal returns to the response instruction for determining the processing communication request.
Continue aforementioned hypothesis 1: 30 seconds after the communication request that user's first is submitted is sent to N number of customer service terminal by server
It is interior, judge whether that any customer service terminal is obtained from N number of customer service terminal returns to the response instruction for determining the processing communication request.
Continue aforementioned hypothesis 2: 30 seconds after the communication request that user's second is submitted is sent to N number of customer service terminal by server
It is interior, judge whether that any customer service terminal is obtained from N number of customer service terminal returns to the response instruction for determining the processing communication request.
Judge whether appointed from N number of customer service terminal sending in the preset duration after the communication request in server
After one customer service terminal returns to the response instruction for determining the processing communication request, step S313 can be executed.
In preset duration, server receives the determining processing that any customer service terminal in N number of customer service terminal returns should
The response of communication request indicates, can determine that returning to a response instruction time shortest customer service terminal is target customer service terminal,
To give the processing task of the communication request to target customer service terminal.
Continue aforementioned hypothesis 1: customer service terminal 001 is most fast to return to the communication request for determining processing user's first submission, server
It determines that customer service terminal 001 is target customer service terminal, gives the communication request task that first is submitted to customer service terminal 001 and handle.
Continue aforementioned hypothesis 2: customer service terminal 002 is most fast to return to the communication request for determining processing user's second submission, server
It determines that customer service terminal 002 is target customer service terminal, gives the communication request task that second is submitted to customer service terminal 002 and handle.
It is worth noting that, in the present embodiment, for the customer service terminal of the communication request cannot be handled, will not return really
Surely the response instruction for handling the communication request, in other embodiments, can also return to the response that can not be handled, to make to service
Device marks the customer service terminal that can not handle this communication request.Additionally it is possible to determine returning to first customer service of response instruction
Terminal is target customer service terminal, in other achievable embodiments, also can choose other way, such as selection second,
Random selection one etc. mode, is not construed as the restriction to the application herein.
Referring to Fig. 5, in the present embodiment, step S300 can also include: step S321, step S322 and step
S323。
Step S321: judge whether the quantity of customer service terminal is greater than default value M for N.
Step S322: when being judged as that N is greater than M, arbitrarily determining out M customer service terminal from N number of customer service terminal,
When sending communication request described in the communication request and the M customer service terminal dont answer to the M customer service terminal；To described
N-M customer service terminal in N number of customer service terminal in addition to the M customer service terminal sends the communication request, determines the N-M
Any one returned in the customer service terminal for determining the response instruction for handling the communication request in a customer service terminal is target visitor
Take terminal.
Step S323: when being judged as that N is less than or equal to M, the communication request is sent to N number of customer service terminal, and really
Any one returned in the customer service terminal for determining the response instruction for handling the communication request in fixed N number of customer service terminal be
Target customer service terminal.
In the present embodiment, server can not also execute step after the N number of customer service terminal for determining to be in idle condition
Rapid S311, but execute step S321.
Server may determine that the quantity for the customer service terminal being in idle condition is whether N is greater than default value M.
Continue aforementioned hypothesis 1: it is pre- that server may determine that whether the quantity for the customer service terminal being in idle condition is greater than for N
If numerical value M, such as N is 100, M 10 herein.
Continue aforementioned hypothesis 2: it is pre- that server may determine that whether the quantity for the customer service terminal being in idle condition is greater than for N
If numerical value M, such as N is 5, M 10 herein.
After server execution judges that the quantity for the customer service terminal being in idle condition is greater than default value M as N, Ke Yiji
It is continuous to execute step S322.
In the present embodiment, server can arbitrarily determine out M when being judged as that N is greater than M from N number of customer service terminal
Customer service terminal selects M customer service terminal from N number of customer service terminal at random, sends the communication request to this M customer service terminal.
And after sending the communication request to M customer service terminal, whether can be returned according to this M customer service terminal and determine the processing communication
The response instruction of request executes subsequent step, i.e. has any customer service terminal to return response instruction in M customer service terminal, so that it may
Determine that the customer service terminal for returning to response instruction is target customer service terminal；If no one of this M customer service terminal returns at determining
When managing the response instruction of the communication request, so that it may which the N-M customer service into N number of customer service terminal in addition to this M customer service terminal is whole
End sends the communication request, and determines to return to the visitor for determining the response instruction for handling the communication request in N-M customer service terminal
Any one in terminal is taken as target customer service terminal.
Continue aforementioned to assume 1: server may determine that the quantity for the customer service terminal being in idle condition be N is 100 to be greater than
Default value M be 10, i.e. N > M, then, server can randomly choose 10 customer service terminals from 100 customer service terminals, transmission
The communication request to this 10 customer service terminals, such as: customer service terminal 001- customer service terminal 010, wherein customer service terminal 008 is returned earliest
The response instruction for the communication request for determining that processing user's first is submitted is returned, server determines that customer service terminal 008 is that target customer service is whole
End, gives the communication request that user's first is submitted to customer service terminal 008 and handles.
And when no one of customer service terminal 001- customer service terminal 010 returns to the communication request for determining that processing user's first is submitted
Response instruction, the communication request that server can submit user's first is sent to remaining 90 customer service terminals, such as
Customer service terminal 011- customer service terminal 100, wherein customer service terminal 029 returns to the communication request for determining that processing user's first is submitted earliest
Response instruction, server determine that customer service terminal 029 is target customer service terminal, give the communication request that user's first is submitted to customer service
The processing of terminal 029.
In the present embodiment, server executes the quantity for the customer service terminal for judging to be in idle condition and is less than or equal in advance as N
If after numerical value M, step S322 can be continued to execute.
Continue aforementioned to assume 2: server may determine that the customer service terminal being in idle condition quantity be N be 5 be less than it is pre-
If numerical value M be 10, i.e. N < M, then, the communication request that server can submit user's second is sent to 5 customer service terminals, such as
Customer service terminal 101- customer service terminal 105, wherein customer service terminal 104 returns to the communication request for determining that processing user's first is submitted earliest
Response instruction, server determine that customer service terminal 104 is target customer service terminal, give the communication request that user's first is submitted to customer service
The processing of terminal 104.
In the present embodiment, by the way that preset value M is arranged, and judge whether N is greater than M, and then execute corresponding step, it is this
Mode can also reduce a communication request to the greatest extent and occupy while the communication request for guaranteeing that user submits can obtain processing
Idle customer service terminal resource, to improve the effect of the processing communication request of whole system while improving user experience
Rate.
It is worth noting that, in the present embodiment, it, can be simultaneously when server sends communication request to N number of customer service terminal
It carries out, can also carry out in batches, can also send, be not construed as limiting herein one by one.Meanwhile when customer service terminal is all in line
, can be by the work state information of P customer service terminal of certain time and frequency acquisition when state, (the example in a certain preset time
Such as 40 seconds), if never customer service terminal is capable of handling the communication request, then server can notify what user's customer service was just being done
Prompt reminds user to avoid the peak period of calling manual service.It is asked if being obtained in preset duration and being capable of handling the communication
The customer service terminal asked, is carried out the processing step of normal communication request just.
After server determines target customer service system, step S400 can be executed.
In the present embodiment, server is after determining target customer service terminal, can with line user and target customer service terminal,
To make customer service terminal user provide service.
Continue aforementioned hypothesis 1: server is given the communication request that user's first is submitted to customer service terminal 008 and is handled, and line is used
Family first and customer service terminal 008, the customer service of customer service terminal 008 will be the service of user's first.
Continue aforementioned hypothesis 2: server is given the communication request that user's second is submitted to customer service terminal 104 and is handled, and line is used
Family second and customer service terminal 104, the customer service of customer service terminal 104 will be the service of user's first.
For customer service terminal with after user's line, the customer service of customer service terminal will provide counseling services or business processing for user
Service.
Continue it is aforementioned assume 1: user's first has a question to credit balance, then customer service can acording to the requirement of user and provide
Permission its bill is inquired and is answered, thus the service to user's first of completion.
Assuming that 3: the customer service of the line customer service of user third terminal 116, user third want to certain customer service of A platform, user
It is complained, then customer service can initiate the request into A platform, A platform is entered after being permitted, verifies the complaint of user third
Request.It is after verification very, customer service can apply for that the customer service or user complained to user third is accordingly punished, and feed back after the completion
To user third, to complete the service to user third.
After the completion of service of the customer service to user, the type and processing result that customer service can recorde this service are at customer service end
On end, the type of this service and processing result can be sent to server by customer service terminal, and server is filed, this is completed
Secondary service.
It is worth noting that, in the present embodiment, the quantity of customer service terminal can be set to be somewhere or certain state
The quantity of family's centralized services, to complete the work managed concentratedly and serviced.
3rd embodiment
Referring to Fig. 6, Fig. 6 is the structural block diagram that the application applies a kind of data processing equipment 100 that example provides.
A kind of data processing equipment 100 provided by the embodiments of the present application, comprising:
Module 110 is obtained, for obtaining the communication request of user's submission；
Processing module 120, for determining the N number of customer service terminal being in idle condition, wherein any one is in described
The customer service terminal of idle state is capable of handling the communication request, and N is positive integer；
Determining module 130 determines N number of customer service terminal for sending the communication request to N number of customer service terminal
Any one middle returned in the customer service terminal for determining the response instruction for handling the communication request is target customer service terminal；
Link module 140, for user and the target customer service terminal described in line.
In the present embodiment, the determining module 130 is also used to send the communication request to N number of customer service terminal；
Judge sending in the preset duration after the communication request, if it is whole to obtain any customer service from N number of customer service terminal
End, which returns, determines the response instruction for handling the communication request；If so, determining in the customer service terminal for returning to the response instruction
Any one is target customer service terminal.
In the present embodiment, it is default to be also used to judge whether the quantity of customer service terminal is greater than for N for the determining module 130
Numerical value M；When being judged as that N is greater than M, M customer service terminal is arbitrarily determined out from N number of customer service terminal, objective to described M
When taking communication request described in the terminal transmission communication request and the M customer service terminal dont answer；To N number of customer service terminal
In N-M customer service terminal in addition to the M customer service terminal send the communication request, determine the N-M customer service terminal
Any one middle returned in the customer service terminal for determining the response instruction for handling the communication request is target customer service terminal；Sentencing
Break when being less than or equal to M for N, sends the communication request to N number of customer service terminal, and determine and return in N number of customer service terminal
Any one returned in the customer service terminal for determining the response instruction for handling the communication request is target customer service terminal.
In the present embodiment, the determining module 130 is also used to send the communication request to the M customer service terminal；
Judge sending in the preset duration after the communication request, if it is whole to obtain any customer service from the M customer service terminal
End, which returns, determines the response instruction for handling the communication request；If so, determining in the customer service terminal for returning to the response instruction
Any one is target customer service terminal；If it is not, the N-M customer service into N number of customer service terminal in addition to the M customer service terminal
Terminal sends the communication request.
In the present embodiment, multiple communication port that multiple business modules connect one to one in IVR system, and multiple industry
Each business module in business module is provided with communication request function；The acquisition module 110, is also used in the multiple industry
When the access of the target service resume module user in module of being engaged in, the destinations traffic port based on the target service module is obtained
The access of the target service module based on user described in communication request functional response and the communication request generated and sent.
In conclusion embodiments herein provides a kind of data processing method, the data processing method includes: to obtain
Obtain the communication request that user submits；Determine the N number of customer service terminal being in idle condition, wherein any one is in the sky
The customer service terminal of not busy state is capable of handling the communication request, and N is positive integer；The communication request is sent to N number of customer service
Terminal determines and returns to appointing in the customer service terminal for determining the response instruction for handling the communication request in N number of customer service terminal
Meaning one is target customer service terminal；User described in line and the target customer service terminal.
Determine that N number of customer service being in idle condition is whole from M customer service terminal by the communication request submitted according to user
End, and the customer service terminal handled the request is determined from N number of customer service terminal being in idle condition, from largely
Guarantee that the communication request can be processed, and meanwhile, it is capable to the communication request is enable to be handled within a short period of time, so as to
Enough improve user experience.
The above is only preferred embodiment of the present application, are not intended to limit this application, for those skilled in the art
For member, various changes and changes are possible in this application.Within the spirit and principles of this application, it is made it is any modification,
Equivalent replacement, improvement etc., should be included within the scope of protection of this application.It should also be noted that similar label and letter are under
Similar terms are indicated in the attached drawing in face, therefore, once being defined in a certain Xiang Yi attached drawing, are not then needed in subsequent attached drawing
It is further defined and explained.
More than, the only specific embodiment of the application, but the protection scope of the application is not limited thereto, and it is any to be familiar with
Those skilled in the art within the technical scope of the present application, can easily think of the change or the replacement, and should all cover
Within the protection scope of the application.Therefore, the protection scope of the application should be subject to the protection scope in claims.
Claims (10)
1. a kind of data processing method, which is characterized in that the data processing method includes:
Obtain the communication request that user submits；
Determine the N number of customer service terminal being in idle condition, wherein any one is in the customer service terminal energy of the idle state
The communication request is enough handled, N is positive integer；
The communication request is sent to N number of customer service terminal, determines that return determines that processing is described logical in N number of customer service terminal
Any one in the customer service terminal of the response instruction of letter request is target customer service terminal；
User described in line and the target customer service terminal.
2. data processing method according to claim 1, which is characterized in that described to send the communication request to the N
A customer service terminal determines the customer service terminal for returning in N number of customer service terminal and determining the response instruction for handling the communication request
In any one be target customer service terminal, comprising:
The communication request is sent to N number of customer service terminal；
Judge sending in the preset duration after the communication request, if obtain any visitor from N number of customer service terminal
It takes terminal and returns to the response instruction for determining the processing communication request；
If so, determining that any one in the customer service terminal for returning to the response instruction is target customer service terminal.
3. data processing method according to claim 1, which is characterized in that described to send the communication request to the N
A customer service terminal determines the customer service terminal for returning in N number of customer service terminal and determining the response instruction for handling the communication request
In any one be target customer service terminal, comprising:
Judge whether the quantity of customer service terminal is greater than default value M for N；
When being judged as that N is greater than M, M customer service terminal is arbitrarily determined out from N number of customer service terminal, to the M customer service
When terminal sends communication request described in the communication request and the M customer service terminal dont answer；Into N number of customer service terminal
The N-M customer service terminal in addition to the M customer service terminal sends the communication request, determines in the N-M customer service terminal
Any one returned in the customer service terminal for determining the response instruction for handling the communication request is target customer service terminal；
When being judged as that N is less than or equal to M, the communication request is sent to N number of customer service terminal, and determines N number of customer service
Any one returned in the customer service terminal for determining the response instruction for handling the communication request in terminal is target customer service terminal.
4. data processing method according to claim 3, which is characterized in that appoint from N number of customer service terminal described
After meaning determines M customer service terminal, and in the N-M into N number of customer service terminal in addition to the M customer service terminal
Before a customer service terminal sends the communication request, the method also includes:
The communication request is sent to the M customer service terminal；
Judge sending in the preset duration after the communication request, if obtain any visitor from the M customer service terminal
It takes terminal and returns to the response instruction for determining the processing communication request；
If so, determining that any one in the customer service terminal for returning to the response instruction is target customer service terminal；
If it is not, executing N-M customer service terminal of the step into N number of customer service terminal in addition to the M customer service terminal sends institute
State communication request.
5. data processing method described in -4 any claims according to claim 1, which is characterized in that multiple business in IVR system
Multiple communication port that module connects one to one, and each business module in multiple business modules is provided with communication request
Function；The communication request for obtaining user and submitting, comprising:
When the access of the target service resume module user in the multiple business module, based on the target service module
Destinations traffic port obtains the access of the target service module based on user described in communication request functional response and generates concurrent
The communication request sent.
6. a kind of data processing equipment, which is characterized in that the data processing equipment includes:
Module is obtained, for obtaining the communication request of user's submission；
Processing module, for determining the N number of customer service terminal being in idle condition, wherein any one is in the idle shape
The customer service terminal of state is capable of handling the communication request, and N is positive integer；
Determining module is determined and is returned in N number of customer service terminal for sending the communication request to N number of customer service terminal
Any one in the customer service terminal of the determining response instruction for handling the communication request is target customer service terminal；
Link module, for user and the target customer service terminal described in line.
7. data processing equipment according to claim 6, which is characterized in that the determining module is also used to send described
Communication request is to N number of customer service terminal；Judge sending in the preset duration after the communication request, if from the N
Any customer service terminal is obtained in a customer service terminal returns to the response instruction for determining the processing communication request；It is returned if so, determining
Any one in the customer service terminal of the response instruction is target customer service terminal.
8. data processing equipment according to claim 6, which is characterized in that the determining module is also used to judge customer service
The quantity of terminal is whether N is greater than default value M；When being judged as that N is greater than M, arbitrarily determined out from N number of customer service terminal
M customer service terminal is led to described in the communication request and the M customer service terminal dont answer sending to the M customer service terminal
When letter request；The N-M customer service terminal into N number of customer service terminal in addition to the M customer service terminal sends the communication and asks
It asks, determines to return in the N-M customer service terminal in the customer service terminal for determining the response instruction for handling the communication request
Any one is target customer service terminal；When being judged as that N is less than or equal to M, it is whole to N number of customer service to send the communication request
End, and determine and return to appointing in the customer service terminal for determining the response instruction for handling the communication request in N number of customer service terminal
Meaning one is target customer service terminal.
9. data processing equipment according to claim 8, which is characterized in that the determining module is also used to send described
Communication request is to the M customer service terminal；Judge sending in the preset duration after the communication request, if from the M
Any customer service terminal is obtained in a customer service terminal returns to the response instruction for determining the processing communication request；It is returned if so, determining
Any one in the customer service terminal of the response instruction is target customer service terminal；If it is not, removing institute into N number of customer service terminal
The N-M customer service terminal stated outside M customer service terminal sends the communication request.
10. according to data processing equipment described in any claim of claim 6-9, which is characterized in that multiple business in IVR system
Multiple communication port that module connects one to one, and each business module in multiple business modules is provided with communication request
Function；The acquisition module, when being also used to the access of the target service resume module user in the multiple business module, base
The target service module is obtained in the destinations traffic port of the target service module to be based on described in communication request functional response
The access of user and the communication request generated and sent.
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| CN112333106A (en) * | 2020-10-26 | 2021-02-05 | 山东健康医疗大数据有限公司 | High-concurrency scene offline psychological consultation doctor resource allocation method |
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| WO2015168994A1 (en) * | 2014-05-05 | 2015-11-12 | 中兴通讯股份有限公司 | Agent bidding method and agent bidding system, and computer storage medium |
| CN107454274A (en) * | 2016-05-31 | 2017-12-08 | 华为技术有限公司 | Method and apparatus for distributing seat |
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| WO2015168994A1 (en) * | 2014-05-05 | 2015-11-12 | 中兴通讯股份有限公司 | Agent bidding method and agent bidding system, and computer storage medium |
| CN105100517A (en) * | 2014-05-05 | 2015-11-25 | 中兴通讯股份有限公司 | Agent bidding method and agent bidding system |
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