CN110138988A - A kind of method and device of smart allocation visitor - Google Patents
A kind of method and device of smart allocation visitor Download PDFInfo
- Publication number
- CN110138988A CN110138988A CN201910436400.XA CN201910436400A CN110138988A CN 110138988 A CN110138988 A CN 110138988A CN 201910436400 A CN201910436400 A CN 201910436400A CN 110138988 A CN110138988 A CN 110138988A
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- China
- Prior art keywords
- visitor
- customer service
- attribute information
- session request
- distributed
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Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
Abstract
The present invention discloses the method and device of smart allocation visitor a kind of.The method of smart allocation visitor, comprising: the session request of visitor is obtained from session request queue；According to the attribute information of the visitor, the session request of the visitor is distributed into preset customer service corresponding with the attribute information.Technical solution provided by the invention more intelligently preferably can distribute corresponding customer service according to visitor's actual conditions.
Description
Technical field
The present invention relates to mobile internet technical fields, and in particular to a kind of method and device of smart allocation visitor.
Background technique
Currently, people are in mobile internet era with the continuous development of mobile Internet and mobile intelligent terminal technology
Communication with exchange a kind of also more convenient, and the social applications such as wechat also novel social networks of construction, user can be promoted
Between exchange connection.Many industry such as retail trades, apparel industry and financial industry etc. now also start with wechat social activity
Relationship carries out wechat marketing, plays relatively good effect up to client and maintenance customer relationship in direct touching.
In Vehicles Collected from Market competition, how client and enterprise to be organically combined, it is satisfied that customer service is continuously improved
Degree, is enterprise an important factor for market is succeeded.For wechat ecology under using community marketing for the enterprise of center of gravity,
It is very crucial that mode customer service using visitor as wechat good friend is distributed to using.Distribution method in currently available technology is
Businessman visitor in the way of random or circulation distributes to customer service.
But the method for the prior art, it can not be also allocated according to visitor's better off, such as: 1) it cannot achieve
The same visitor is preferentially distributed to the customer service of a upper reception.2) can reasonably will according to the practical specialized capability of customer service
The customer service of different stage is distributed to visitor.
Accordingly, it would be desirable to which corresponding visitor can more intelligently be distributed according to visitor's better off by providing a kind of new method
Clothes.
Summary of the invention
In view of this, it is an object of the invention to propose the method and device of smart allocation visitor a kind of, it can be more intelligent
Ground preferably distributes corresponding customer service according to visitor's actual conditions.
According to an aspect of the present invention, the method for smart allocation visitor a kind of is provided, comprising:
The session request of visitor is obtained from session request queue；
According to the attribute information of the visitor, the session request of the visitor is distributed to corresponding with the attribute information pre-
If customer service.
Preferably, according to the attribute information of the visitor, the session request of the visitor is distributed to and is believed with the attribute
The corresponding preset customer service of breath, comprising:
It is history visitor according to the attribute information of the visitor, the session request of the visitor is distributed to and once services institute
State the customer service of history visitor.
Preferably, according to the attribute information of the visitor, the session request of the visitor is distributed to and is believed with the attribute
The corresponding preset customer service of breath, comprising:
According to the attribute information of the visitor be belong to default grouping, by the session request of the visitor distribute to it is described
Customer service in the corresponding customer service grouping of the default grouping of visitor.
Preferably, the attribute information according to the visitor is to belong to default grouping, by the session request of the visitor
Distribute to the customer service in customer service grouping corresponding with the default grouping of the visitor, comprising:
It is VIP client according to the attribute information of the visitor, the session request of the visitor is distributed into service VIP client
VIP customer service；Or,
It is normal client according to the attribute information of the visitor, the session request of the visitor is distributed into the common visitor of service
The common customer service at family；Or,
It is specified source client according to the attribute information of the visitor, the session request of the visitor is distributed into service and is referred to
Determine the exclusive customer service of source client.
Preferably, it is VIP channel according to the access channel of visitor, determines that the attribute information of the visitor is VIP client.
Preferably, the method also includes:
According to the access session upper limit of customer service and it is currently accessed number of sessions, the session request of the visitor is distributed to and is worked as
The customer service of preceding minimum access session.
According to another aspect of the present invention, the device of smart allocation visitor a kind of is provided, comprising:
Module is obtained, for obtaining the session request of visitor from session request queue；
Processing module, the attribute information of the visitor for being obtained according to the acquisition module, the session of the visitor is asked
It asks and distributes to preset customer service corresponding with the attribute information.
Preferably, the processing module includes:
First processing submodule, for being history visitor according to the attribute information of the visitor, by the session of the visitor
Request assignment to the customer service for once servicing the history visitor.
Preferably, the processing module includes:
Second processing submodule asks the session of the visitor for being VIP client according to the attribute information of the visitor
Ask the VIP customer service for distributing to service VIP client；Or,
It is normal client according to the attribute information of the visitor, the session request of the visitor is distributed into the common visitor of service
The common customer service at family；Or,
It is specified source client according to the attribute information of the visitor, the session request of the visitor is distributed into service and is referred to
Determine the exclusive customer service of source client.
Preferably, the processing module further include:
Third handles submodule, for according to the access session upper limit of customer service and being currently accessed number of sessions, by the visit
The session request of visitor distributes to the customer service of current minimum access session.
Through the above it can be found that technical solution provided by the embodiment of the present invention, is from session request queue
After the session request for obtaining visitor, according to the attribute information of the visitor, by the session request of the visitor distribute to it is described
Attribute information corresponds to preset customer service, in this way, random or cycle assignment mode is just no longer used as the prior art, but root
It is allocated according to the attribute information of the visitor, visitor is distributed into preset customer service corresponding with the attribute information, thus real
Show and has more intelligently preferably distributed corresponding customer service according to visitor's actual conditions.
It further, can be history visitor according to the attribute information of the visitor, by institute in the embodiment of the present invention
The session request for stating visitor distributes to the customer service for once servicing the history visitor.
It further, can be VIP client according to the attribute information of the visitor, by institute in the embodiment of the present invention
The session request for stating visitor distributes to the VIP customer service of service VIP client；Or, being common visitor according to the attribute information of the visitor
The session request of the visitor is distributed to the common customer service of service normal client by family；Or, according to the attribute information of the visitor
To specify source client, the session request of the visitor is distributed to the exclusive customer service for servicing specified source client.
Further, in the embodiment of the present invention, according to the access session upper limit of customer service and session can be currently accessed
The session request of the visitor is distributed to the customer service of current minimum access session by quantity.
Detailed description of the invention
Disclosure illustrative embodiments are described in more detail in conjunction with the accompanying drawings, the disclosure above-mentioned and its
Its purpose, feature and advantage will be apparent, wherein in disclosure illustrative embodiments, identical reference label
Typically represent same parts.
Fig. 1 is an a kind of schematic flow chart of the method for smart allocation visitor of the embodiment of the present invention；
Fig. 2 is a kind of another schematic flow chart of the method for smart allocation visitor of the embodiment of the present invention；
Fig. 3 is the interface schematic diagram of visiting good friend grouping and specified good friend in the embodiment of the present invention；
Fig. 4 is the interface schematic diagram of customer service grouping selection and specified customer service in the embodiment of the present invention；
Fig. 5 is the interface schematic diagram for distributing the upper limit in the embodiment of the present invention by the setting customer service of customer service ability grade；
Fig. 6 is an a kind of schematic diagram of the structural framing of the device of smart allocation visitor of the embodiment of the present invention；
Fig. 7 is a kind of another schematic diagram of the structural framing of the device of smart allocation visitor of the embodiment of the present invention.
Specific embodiment
To make the objectives, technical solutions, and advantages of the present invention clearer, below in conjunction with specific embodiment, and referring to
Attached drawing, the present invention is described in more detail.
Although showing the preferred embodiment of the disclosure in attached drawing, however, it is to be appreciated that may be realized in various forms
The disclosure is without that should be limited by the embodiments set forth herein.On the contrary, thesing embodiments are provided so that the disclosure more
Add thorough and complete, and the scope of the present disclosure can be completely communicated to those skilled in the art.
The present invention provides the method for smart allocation visitor a kind of, can more intelligently be divided according to visitor's better off
Match.
Smart allocation described in the present invention refers to that businessman can be in system background, according to different situations, by visiting new visit
Objective or history visitor distributes to customer service by certain preset rules, more reasonably to arrange customer service to receive visitor.For micro-
Letter ecology under using community marketing as the enterprise of center of gravity for, be able to achieve based on different clients grade distribute to different brackets sale visitor
The smart allocation of clothes has exactly taken an important step on success road.
Below in conjunction with the technical solution of attached drawing the present invention is described in detail embodiment.
Fig. 1 is an a kind of schematic flow chart of the method for smart allocation visitor of the embodiment of the present invention.
Referring to Fig. 1, which comprises
In a step 101, the session request of visitor is obtained from session request queue.
In the step, visitor's session request first can be generated into queue, then obtain visitor's from session request queue
Session request.
In a step 102, according to the attribute information of the visitor, the session request of the visitor is distributed to and the category
Property information corresponds to preset customer service.
Wherein, which can be history visitor according to the attribute information of the visitor, by the session request of the visitor
Distribute to the customer service for once servicing the history visitor.
Wherein, which can be VIP client according to the attribute information of the visitor, by the session request of the visitor point
The VIP customer service of dispensing service VIP client；Or, being normal client according to the attribute information of the visitor, by the session of the visitor
Request assignment to the common customer service of service normal client；Or, being specified source client according to the attribute information of the visitor, by institute
The session request for stating visitor distributes to the exclusive customer service for servicing specified source client.
Wherein, which according to the access session upper limit of customer service and can be currently accessed number of sessions, by the visitor's
Session request distributes to the customer service of current minimum access session.
It can be seen that technical solution provided by the embodiment of the present invention from the embodiment, is obtained from session request queue
After taking the session request of visitor, according to the attribute information of the visitor, the session request of the visitor is distributed to and the category
Property information correspond to preset customer service, in this way, just no longer use random or cycle assignment mode as the prior art, but according to
The attribute information of the visitor is allocated, and visitor is distributed to preset customer service corresponding with the attribute information, to realize
More intelligently corresponding customer service is preferably distributed according to visitor's actual conditions.
Fig. 2 is a kind of another schematic flow chart of the method for smart allocation visitor of the embodiment of the present invention.Fig. 2 is with respect to Fig. 1
The solution of the present invention is described in more detail.
It in the prior art, can not also the aggregative equilibrium ground reception quantity current according to customer service in addition to the defect of foregoing description
Reasonable distribution visitor.This is because existing system in logic rules can not the current reception quantity of intelligent recognition, thus nothing
Method more balancedly carries out smart allocation.The present invention program can further realize the dynamic equalization of customer service session amount.
A large amount of visitor's session request can be generated queue, and root by smart allocation method provided in an embodiment of the present invention
According to the concrete condition of visitor, the resource situation of customer service system, request is assigned to the customer service with different skills and knowledges.Visitor
Session request in, may include various information, such as consulting commodity, consulting are after sale or whether consulting has the letter of activity etc.
Breath.Queue therein can be sequentially arranged, but can mark various status informations, for subsequent distribution to various states
Information is adjusted.
Referring to fig. 2, which comprises
In step 201, detect that visitor is visiting.
The present invention can be grouped visitor, realize the selection to visitor.Visitor of the present invention, can be
The visitor added as a friend, or the visitor not added as a friend also.Below by taking visitor is good friend as an example but not limited to this.
The present invention may be selected the good friends of different conditions, separate sources good friend, even specify some source.Good friend is selected
Grouping in selecting, businessman can be distinguished and are grouped by the good friend to different channel sources, and then be realized to access
Good friend is grouped, and convenient for carrying out accordingly to good friend's queue below, more efficient, accurately customer service is attended a banquet distribution for this.Referring to Fig. 3, it is
The good friend that comes to visit in the embodiment of the present invention is grouped and the interface schematic diagram of specified good friend.The grouping of good friend includes: wechat grouping in Fig. 3
1, wechat grouping 2, wechat grouping 3, wechat grouping 4, wechat grouping 5 etc..
In step 202, judge whether visitor is history visitor, if so, 203 are entered step, if not, entering step
208。
The step can queried access record identify that the visitor is history visitor or new visitor, such as by mobile phone, source,
WeChat ID, recognize good friend once come to visit after, be judged as history visitor, otherwise judge new visitor.
In step 203, visitor is distributed to the customer service once received.
The step knows that the visitor is history visitor, i.e., once came to visit, then retrieve the customer service of last reception, preferential point
This customer service is given with the good friend, reception cost is reduced with this, the experience for improving good friend is horizontal.
It should be noted that the present invention can also be grouped customer service, more preferably to realize the matching with visitor.Businessman can be right
Customer service carries out the several respects such as business skill type, professional ability height, the portfolio upper limit and is grouped, so that can will get well
Friendly session request is matched to suitable grouping, even specified customer service.In general, being to preset allocation rule by businessman.
It referring to fig. 4, is the interface schematic diagram of customer service grouping selection and specified customer service in the embodiment of the present invention.Customer service in Fig. 4 includes portion
The selection of door and the selection of customer service serial number.
About the method for salary distribution, may be configured as directly using the preset common method of salary distribution of default and according to different practical feelings
Condition carries out the mode of customized distribution.Such as " good friend/groups of all wechats " are pressed " device custodian " and are allocated by the present invention
As commonly default the preset method of salary distribution；And for the businessman of different situations, it can be carried out according to own situation customized
The distribution of customer service is arranged.
It is most common to be allocated to " device custodian " about the common method of salary distribution.This mode is suitable for middle-size and small-size
The mode that uses of businessman of wechat marketing, this mode can guarantee the businessman for being dedicated to 24 hours services clients arrange to attend a banquet with
When everywhere can computer end, cell phone end be offering customers service.Certain customer services only have the long-range right to use of device, do not have
Tenure, and device custodian here just refers to that device, not only can remotely but also can operating device in the customer service hand.
It is arranged about preference, a variety of situations can be set, such as commonly includes: " to repeat good friend preferentially to distribute to a
Reception customer service ", " preferentially distributing to the least customer service of current sessions ", " only distributing online customer service " etc..For the tool of different businessmans
Body situation and distribution purpose, can take different preferences to be arranged.
In step 204, judge whether the customer service of distribution is online, if so, 205 are entered step, if not, entering step
206。
In step 205, the customer service of distribution accesses session, starts to exchange with visitor.
In step 206, judge whether the customer service that need to reallocate, if so, 208 are entered step, if not, entering step
207。
In step 207, it waits to be accessed.
In a step 208, judge whether visitor is VIP client, if so, 210 are entered step, if not, entering step
209。
It can be VIP channel according to the access channel of visitor in the step, determine that the attribute information of the visitor is VIP visitor
Family.It is VIP client that is, detecting the client accessed from VIP channel dedicated unit.
In step 209, visitor is distributed into common customer service, enters step 211.
In step 210, visitor is distributed into VIP customer service, enters step 211.
In step 211, according to customer service rank, the customer service session amount upper limit is determined.
The customer service session amount upper limit, that is, refer to the upper limit of the number for the visitor that can be received.Present system is by being arranged not
With the access session upper limit of ability customer service, the access session upper limit of each customer service is confirmed, then " preferentially distribute to currently most with closing
This function of few session customer service " is, it can be achieved that according to the dynamic equalization of the maintenance distribution session amount of customer service ability height.Referring to Fig. 5,
It is the interface schematic diagram for distributing the upper limit in the embodiment of the present invention by the setting customer service of customer service ability grade.Show that customer service is every in Fig. 5
Day increases good friend newly and distributes the upper limit, the number of distribution and upper limit quantity including display etc..
For example, tri- customer services of current A, B, C, the session amount just received is 12,15,18 respectively, and default access session
The upper limit is all 20, then the queue accessed can preferentially distribute to customer service A, when customer service A expires 15 sessions, then respectively by customer service A,
B distribution, after customer service A, B expire 18 sessions, then also giving customer service C i.e. customer service A, B, C can all distribute.
In the step 212, continued to distribute visitor according to the customer service session amount upper limit.
In step 213, it completes visitor and distributes task.
From the embodiment it can be found that the invention has the following advantages:
1) present invention can support different good friends to obtain targetedly customer service reception.The present invention passes through the knowledge to good friend and customer service
It not and is grouped, i.e., customer service to be allocated and to be accessed is finely divided, by different assembled arrangements, it can be achieved that height is customized
Allocation rule setting.Such as VIP good friend is supported to divide the distribution of common customer service, specified source good friend VIP customer service, common good friend
Dispensing specifies exclusive customer service etc..
2) present invention can support the same good friend preferentially to distribute to the customer service of a reception, improve service quality.
3) present invention can support customer service workload reasonable arrangement, it can be achieved that distributing session according to the maintenance of customer service ability height
The dynamic equalization of amount improves whole efficiency.
4) present invention can support the distribution of more personalizations, and customized degree is high.The present invention passes through to good friend and customer service
Different grouping grouping, the preference setting of coupled system hommization, multiple elements can realize customized point of height by permutation and combination
With setting.So-called element refers to that such as client can be divided into different channels, different ranks, customer service can be divided into different departments,
Product classification, channel source, hierarchy level, these property differences do permutation and combination, and a variety of distribution knots will be formed after permutation and combination
Fruit.
5) present invention guidance in function setting is arranged more comprehensively, it is ensured that omits without any good friend.The present invention passes through use
Family investigation, has pointedly preset some default rules for meeting user and using, and distribution is done for common in the case of and is supported.Wherein
Such as lowest priority rule, it is by the way that the allocation rule for covering whole good friends and whole customer services is arranged, it is ensured that do not appoint
What good friend can be missed when visiting into.
The method of smart allocation visitor of the invention a kind of is described above, the present invention accordingly provides a kind of smart allocation visit
The device of visitor.
Fig. 6 is an a kind of schematic diagram of the structural framing of the device of smart allocation visitor of the embodiment of the present invention.
Referring to Fig. 6, the device of smart allocation visitor of the invention, comprising: obtain module 61, processing module 62.
Module 61 is obtained, for obtaining the session request of visitor from session request queue.The present invention can be first by visitor
Session request generates queue, then obtains the session request that module 61 obtains visitor from session request queue.
Processing module 62, the attribute information of the visitor for being obtained according to the acquisition module 61, by the meeting of the visitor
Words request assignment to preset customer service corresponding with the attribute information.
Processing module 62 can be history visitor according to the attribute information of the visitor, by the session request of the visitor point
Dispensing once serviced the customer service of the history visitor.
Processing module 62 can be VIP client according to the attribute information of the visitor, by the session request of the visitor point
The VIP customer service of dispensing service VIP client；Or, being normal client according to the attribute information of the visitor, by the session of the visitor
Request assignment to the common customer service of service normal client；Or, being specified source client according to the attribute information of the visitor, by institute
The session request for stating visitor distributes to the exclusive customer service for servicing specified source client.
Processing module 62 according to the access session upper limit of customer service and can be currently accessed number of sessions, by the meeting of the visitor
Words request assignment to the customer service of current minimum access session.
Fig. 7 is a kind of another schematic diagram of the structural framing of the device of smart allocation visitor of the embodiment of the present invention.
Referring to Fig. 7, the device of smart allocation visitor of the invention a kind of, comprising: module 61, processing module 62 are obtained,
Middle processing module 62 may include: the first processing submodule 621, second processing submodule 622, third processing submodule 623 again.
First processing submodule 621, for being history visitor according to the attribute information of the visitor, by the meeting of the visitor
Words request assignment to the customer service for once servicing the history visitor.
Second processing submodule 622, for being VIP client according to the attribute information of the visitor, by the meeting of the visitor
Words request assignment to the VIP customer service of service VIP client；Or,
It is normal client according to the attribute information of the visitor, the session request of the visitor is distributed into the common visitor of service
The common customer service at family；Or,
It is specified source client according to the attribute information of the visitor, the session request of the visitor is distributed into service and is referred to
Determine the exclusive customer service of source client.
Wherein, first processing submodule 621 can queried access record identify the visitor be history visitor or new visitor, example
Such as by mobile phone, source, WeChat ID, recognizes after good friend once comes to visit, be judged as history visitor, otherwise judge new visitor；If
Know that the visitor is history visitor, i.e., once came to visit, then retrieve the customer service of last reception, preferentially distributes the good friend and give this visitor
Clothes, reduce reception cost with this, and the experience for improving good friend is horizontal.
Wherein, the first processing submodule 621 can be VIP channel according to the access channel of visitor, determine the category of the visitor
Property information be VIP client.
Third handles submodule 623, will be described for according to the access session upper limit of customer service and being currently accessed number of sessions
The session request of visitor distributes to the customer service of current minimum access session.
Wherein, the present invention confirms the access session of each customer service by the access session upper limit of the different ability customer services of setting
The upper limit, third handles submodule 623 can be according to the access session upper limit of customer service, then cooperates and " preferentially distribute to current minimum session
The session request of the visitor is distributed to the customer service of current minimum access session, to can realize according to visitor by the setting of customer service "
Take the dynamic equalization of the maintenance distribution session amount of ability height.
More specific interactive process between the above-mentioned apparatus of present system, may refer to the description in previous methods, this
Place repeats no more.
Above it is described in detail according to the technique and scheme of the present invention by reference to attached drawing.
In addition, being also implemented as a kind of computer program or computer program product, the meter according to the method for the present invention
Calculation machine program or computer program product include the calculating for executing the above steps limited in the above method of the invention
Machine program code instruction.
Alternatively, the present invention can also be embodied as a kind of (or the computer-readable storage of non-transitory machinable medium
Medium or machine readable storage medium), it is stored thereon with executable code (or computer program or computer instruction code),
When the executable code (or computer program or computer instruction code) is by electronic device (or computing device, server
Deng) processor execute when, so that the processor is executed each step according to the above method of the present invention.
Those skilled in the art will also understand is that, various illustrative logical blocks, mould in conjunction with described in disclosure herein
Block, circuit and algorithm steps may be implemented as the combination of electronic hardware, computer software or both.
The flow chart and block diagram in the drawings show the possibility of the system and method for multiple embodiments according to the present invention realities
Existing architecture, function and operation.In this regard, each box in flowchart or block diagram can represent module, a journey
A part of sequence section or code, a part of the module, section or code include one or more for realizing defined
The executable instruction of logic function.It should also be noted that in some implementations as replacements, the function of being marked in box can also
To be occurred with being different from the sequence marked in attached drawing.For example, two continuous boxes can actually be basically executed in parallel,
They can also be executed in the opposite order sometimes, and this depends on the function involved.It is also noted that block diagram and/or stream
The combination of each box in journey figure and the box in block diagram and or flow chart, can the functions or operations as defined in executing
Dedicated hardware based system realize, or can realize using a combination of dedicated hardware and computer instructions.
Various embodiments of the present invention are described above, above description is exemplary, and non-exclusive, and
It is not limited to disclosed each embodiment.Without departing from the scope and spirit of illustrated each embodiment, for this skill
Many modifications and changes are obvious for the those of ordinary skill in art field.The selection of term used herein, purport
In the principle, practical application or improvement to the technology in market for best explaining each embodiment, or make the art
Other those of ordinary skill can understand each embodiment disclosed herein.
Claims (10)
1. a kind of method of smart allocation visitor characterized by comprising
The session request of visitor is obtained from session request queue；
According to the attribute information of the visitor, the session request of the visitor is distributed to corresponding with the attribute information preset
Customer service.
2. the method according to claim 1, wherein according to the attribute information of the visitor, by the visitor's
Session request distributes to preset customer service corresponding with the attribute information, comprising:
It is history visitor according to the attribute information of the visitor, the session request of the visitor is distributed to and is gone through described in once service
The customer service of history visitor.
3. the method according to claim 1, wherein according to the attribute information of the visitor, by the visitor's
Session request distributes to preset customer service corresponding with the attribute information, comprising:
It is to belong to default grouping according to the attribute information of the visitor, the session request of the visitor is distributed to and the visitor
The default customer service being grouped in corresponding customer service grouping.
4. according to the method described in claim 3, it is characterized in that, the attribute information according to the visitor is default to belong to
The session request of the visitor is distributed to the customer service in customer service grouping corresponding with the default grouping of the visitor by grouping, comprising:
It is VIP client according to the attribute information of the visitor, the session request of the visitor is distributed to service VIP client's
VIP customer service；Or,
It is normal client according to the attribute information of the visitor, the session request of the visitor is distributed into service normal client
Common customer service；Or,
It is specified source client according to the attribute information of the visitor, it is specified next that the session request of the visitor is distributed to service
The exclusive customer service of source client.
5. according to the method described in claim 4, it is characterized by:
It is VIP channel according to the access channel of visitor, determines that the attribute information of the visitor is VIP client.
6. method according to any one of claims 1 to 5, which is characterized in that the method also includes:
According to the access session upper limit of customer service and it is currently accessed number of sessions, the session request of the visitor is distributed to currently most
The customer service of session is accessed less.
7. a kind of device of smart allocation visitor characterized by comprising
Module is obtained, for obtaining the session request of visitor from session request queue；
Processing module, the attribute information of the visitor for being obtained according to the acquisition module, by the session request of the visitor point
Preset customer service is corresponded to the attribute information is given.
8. device according to claim 7, which is characterized in that the processing module includes:
First processing submodule, for being history visitor according to the attribute information of the visitor, by the session request of the visitor
Distribute to the customer service for once servicing the history visitor.
9. device according to claim 7, which is characterized in that the processing module includes:
Second processing submodule, for being VIP client according to the attribute information of the visitor, by the session request of the visitor point
The VIP customer service of dispensing service VIP client；Or,
It is normal client according to the attribute information of the visitor, the session request of the visitor is distributed into service normal client
Common customer service；Or,
It is specified source client according to the attribute information of the visitor, it is specified next that the session request of the visitor is distributed to service
The exclusive customer service of source client.
10. device according to claim 8 or claim 9, which is characterized in that the processing module further include:
Third handles submodule, for according to the access session upper limit of customer service and being currently accessed number of sessions, by the visitor's
Session request distributes to the customer service of current minimum access session.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
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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 |
| CN113762691A (en) * | 2021-01-14 | 2021-12-07 | 北京沃东天骏信息技术有限公司 | Service distribution method and device |
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