CN110599017A - Agent task allocation method, device and storage medium - Google Patents
Agent task allocation method, device and storage medium Download PDFInfo
- Publication number
- CN110599017A CN110599017A CN201910810671.7A CN201910810671A CN110599017A CN 110599017 A CN110599017 A CN 110599017A CN 201910810671 A CN201910810671 A CN 201910810671A CN 110599017 A CN110599017 A CN 110599017A
- Authority
- CN
- China
- Prior art keywords
- sequence
- tasks
- call tasks
- call
- seat personnel
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000000034 method Methods 0.000 title claims abstract description 41
- 238000012163 sequencing technique Methods 0.000 claims abstract description 27
- 230000000694 effects Effects 0.000 abstract description 6
- 239000003795 chemical substances by application Substances 0.000 description 54
- 238000004891 communication Methods 0.000 description 18
- 230000002452 interceptive effect Effects 0.000 description 10
- 230000004044 response Effects 0.000 description 8
- 238000010586 diagram Methods 0.000 description 6
- 230000005540 biological transmission Effects 0.000 description 4
- 230000008878 coupling Effects 0.000 description 3
- 238000010168 coupling process Methods 0.000 description 3
- 238000005859 coupling reaction Methods 0.000 description 3
- 238000005516 engineering process Methods 0.000 description 3
- 230000008569 process Effects 0.000 description 3
- 238000005034 decoration Methods 0.000 description 2
- 230000006870 function Effects 0.000 description 2
- 230000007246 mechanism Effects 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 230000003287 optical effect Effects 0.000 description 2
- 238000013500 data storage Methods 0.000 description 1
- 239000004973 liquid crystal related substance Substances 0.000 description 1
- 238000010295 mobile communication Methods 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
- G06Q50/40—Business processes related to the transportation industry
Landscapes
- Business, Economics & Management (AREA)
- Human Resources & Organizations (AREA)
- Engineering & Computer Science (AREA)
- Economics (AREA)
- Strategic Management (AREA)
- Tourism & Hospitality (AREA)
- Theoretical Computer Science (AREA)
- Entrepreneurship & Innovation (AREA)
- General Physics & Mathematics (AREA)
- Marketing (AREA)
- General Business, Economics & Management (AREA)
- Physics & Mathematics (AREA)
- Educational Administration (AREA)
- Quality & Reliability (AREA)
- Operations Research (AREA)
- Game Theory and Decision Science (AREA)
- Development Economics (AREA)
- Health & Medical Sciences (AREA)
- General Health & Medical Sciences (AREA)
- Primary Health Care (AREA)
- Telephonic Communication Services (AREA)
Abstract
The application discloses a method and a device for allocating agent tasks and a storage medium. The method comprises the following steps: the method comprises the steps that a server receives a plurality of call tasks related to cost, wherein the server is provided with list information of a plurality of seat personnel for executing the call tasks; the server generates a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks; the server generates a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and the server distributes the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner. The technical effect that the server can equally distribute the plurality of call tasks to the plurality of seat personnel under the condition that the costs contained in the plurality of call tasks are different is achieved.
Description
Technical Field
The present application relates to the field of internet, and in particular, to a method and an apparatus for assigning agent tasks, and a storage medium.
Background
At present, the way of reminding a mobile phone user of paying the related fee by using the interactive voice response of the call center is more and more commonly applied, and meanwhile, more and more enterprises remind the mobile phone user of paying the related fee by using the interactive voice response way, so that the interactive voice response technology is more and more widely applied. The existing interactive voice response mechanism is that a system distributes a calling task related to cost to a customer representative, namely an agent, and the agent performs interactive voice communication with a mobile phone user based on the distributed calling task so as to remind the mobile phone user to pay corresponding cost. The amount of tasks assigned to each agent varies due to the different costs involved in different call tasks. There is a problem in that the call task cannot be evenly distributed to the agent personnel.
In view of the above technical problem in the prior art that the call tasks cannot be evenly distributed to the seat staff due to different costs involved in different call tasks, no effective solution has been proposed at present.
Disclosure of Invention
Embodiments of the present disclosure provide an agent task allocation method, an agent task allocation device, and a storage medium, so as to at least solve the technical problem in the prior art that call tasks cannot be evenly allocated to agent personnel due to different costs involved in different call tasks.
According to an aspect of the embodiments of the present disclosure, there is provided an agent task allocation method, including: the method comprises the steps that a server receives a plurality of call tasks related to cost, wherein the server is provided with list information of a plurality of seat personnel for executing the call tasks; the server generates a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks; the server generates a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and the server distributes the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
According to another aspect of the embodiments of the present disclosure, there is also provided a storage medium including a stored program, wherein the method of any one of the above is performed by a processor when the program is executed.
According to another aspect of the embodiments of the present disclosure, there is also provided an agent task allocation apparatus, including: a receiving module for receiving a plurality of call tasks including costs, wherein the apparatus is provided with list information of a plurality of agent persons for performing the plurality of call tasks; the first generation module is used for generating a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks; the second generation module is used for generating a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and the distribution module is used for distributing the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
According to another aspect of the embodiments of the present disclosure, there is also provided an agent task allocation apparatus, including: a processor; and a memory coupled to the processor for providing instructions to the processor for processing the following processing steps: receiving a plurality of call tasks related to a fee, wherein the apparatus is provided with list information of a plurality of agent persons for performing the plurality of call tasks; generating a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks; generating a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and distributing the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
In the embodiment of the present disclosure, a plurality of call tasks related to charges may be received by the server provided in the embodiment, wherein the server is provided with list information of a plurality of agent persons for performing the plurality of call tasks. And then the server generates a first sequence corresponding to the plurality of calling tasks according to the cost of the plurality of calling tasks, and generates a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule. And then the server distributes the plurality of call tasks to a plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner. Therefore, the server can evenly distribute a plurality of call tasks to a plurality of seat personnel, so that the call tasks completed by the plurality of seat personnel are evenly distributed. The technical effect that the server can equally distribute the plurality of call tasks to the plurality of seat personnel under the condition that the costs contained in the plurality of call tasks are different is achieved. And the technical problem that the calling tasks cannot be evenly distributed to the seat personnel due to different costs contained in different calling tasks in the prior art is solved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the disclosure and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the disclosure and together with the description serve to explain the disclosure and not to limit the disclosure. In the drawings:
fig. 1 is a hardware configuration block diagram of a [ computer terminal (or mobile device) ] for implementing the method according to embodiment 1 of the present disclosure;
fig. 2 is a schematic flow chart of an agent task allocation method according to a first aspect of embodiment 1 of the present disclosure;
fig. 3 is a schematic flow chart of agent task allocation according to the first aspect of embodiment 1 of the present disclosure;
fig. 4 is a schematic diagram of an agent task allocation apparatus according to embodiment 2 of the present disclosure; and
fig. 5 is a schematic diagram of an agent task allocation apparatus according to embodiment 3 of the present disclosure.
Detailed Description
In order to make those skilled in the art better understand the technical solutions of the present disclosure, the technical solutions in the embodiments of the present disclosure will be clearly and completely described below with reference to the drawings in the embodiments of the present disclosure. It is to be understood that the described embodiments are merely exemplary of some, and not all, of the present disclosure. All other embodiments, which can be derived by a person skilled in the art from the embodiments disclosed herein without making any creative effort, shall fall within the protection scope of the present disclosure.
It should be noted that the terms "first," "second," and the like in the description and claims of the present disclosure and in the above-described drawings are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the disclosure described herein are capable of operation in sequences other than those illustrated or otherwise described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
Example 1
According to the present embodiment, there is provided an embodiment of a method for agent task assignment, it should be noted that the steps illustrated in the flowchart of the drawings may be performed in a computer system such as a set of computer executable instructions, and that while a logical order is illustrated in the flowchart, in some cases the steps illustrated or described may be performed in an order different than here.
The method provided by the embodiment can be executed in a mobile terminal, a computer terminal or a similar operation device. Fig. 1 shows a hardware configuration block diagram of a computer terminal (or mobile device) for implementing the agent task allocation method. As shown in fig. 1, the computer terminal 10 (or mobile device 10) may include one or more (shown as 102a, 102b, … …, 102 n) processors 102 (the processors 102 may include, but are not limited to, a processing device such as a microprocessor MCU or a programmable logic device FPGA, etc.), a memory 104 for storing data, and a transmission module 106 for communication functions. Besides, the method can also comprise the following steps: a display, an input/output interface (I/O interface), a Universal Serial Bus (USB) port (which may be included as one of the ports of the I/O interface), a network interface, a power source, and/or a camera. It will be understood by those skilled in the art that the structure shown in fig. 1 is only an illustration and is not intended to limit the structure of the electronic device. For example, the computer terminal 10 may also include more or fewer components than shown in FIG. 1, or have a different configuration than shown in FIG. 1.
It should be noted that the one or more processors 102 and/or other data processing circuitry described above may be referred to generally herein as "data processing circuitry". The data processing circuitry may be embodied in whole or in part in software, hardware, firmware, or any combination thereof. Further, the data processing circuit may be a single stand-alone processing module, or incorporated in whole or in part into any of the other elements in the computer terminal 10 (or mobile device). As referred to in the disclosed embodiments, the data processing circuit acts as a processor control (e.g., selection of a variable resistance termination path connected to the interface).
The memory 104 may be used to store software programs and modules of application software, such as program instructions/data storage devices corresponding to the agent task allocation method in the embodiments of the present disclosure, and the processor 102 executes various functional applications and data processing by running the software programs and modules stored in the memory 104, that is, implements the agent task allocation method of the application program. The memory 104 may include high speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some examples, the memory 104 may further include memory located remotely from the processor 102, which may be connected to the computer terminal 10 via a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.
The transmission device 106 is used for receiving or transmitting data via a network. Specific examples of the network described above may include a wireless network provided by a communication provider of the computer terminal 10. In one example, the transmission device 106 includes a Network adapter (NIC) that can be connected to other Network devices through a base station to communicate with the internet. In one example, the transmission device 106 can be a Radio Frequency (RF) module, which is used to communicate with the internet in a wireless manner.
The display may be, for example, a touch screen type Liquid Crystal Display (LCD) that may enable a user to interact with a user interface of the computer terminal 10 (or mobile device).
It should be noted here that in some alternative embodiments, the computer device (or mobile device) shown in fig. 1 described above may include hardware elements (including circuitry), software elements (including computer code stored on a computer-readable medium), or a combination of both hardware and software elements. It should be noted that fig. 1 is only one example of a particular specific example and is intended to illustrate the types of components that may be present in the computer device (or mobile device) described above.
In the above operating environment, according to a first aspect of the present embodiment, an agent task allocation method is provided. Fig. 2 shows a flow diagram of the method, which, with reference to fig. 2, comprises:
s202: the method comprises the steps that a server receives a plurality of call tasks related to cost, wherein the server is provided with list information of a plurality of seat personnel for executing the plurality of call tasks;
s204: the server generates a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks;
s206: the server generates a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and
s208: the server distributes the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
As described in the background art, the existing method of using the interactive voice response of the call center to remind the mobile phone user of paying the related fee is more and more commonly used, and more enterprises use the interactive voice response to remind the mobile phone user of paying the related fee, so the interactive voice response technology is more and more widely used. The existing interactive voice response mechanism is that a system distributes a calling task related to cost to a customer representative, namely an agent, and the agent performs interactive voice communication with a mobile phone user based on the distributed calling task so as to remind the mobile phone user to pay corresponding cost. The amount of tasks assigned to each agent varies due to the different costs involved in different call tasks. There is a problem in that the call task cannot be evenly distributed to the agent personnel.
In view of the above problems in the prior art, the server described in this embodiment is a server device of a call center, and a server of a certain communication company receives a plurality of call tasks related to the communication charges that need to be paid, such as: tasks a-E are called. The server is provided with list information of a plurality of agent persons (e.g., agent persons a to e) for performing a plurality of call tasks.
Further, the server generates a first order corresponding to the plurality of call tasks according to the charge levels of the plurality of call tasks. For example: the call tasks A to E respectively comprise the following communication fees: 200 yuan, 500 yuan, 300 yuan, 100 yuan, 50 yuan. At this time, the server may sort the call tasks a to E from large to small or from small to large according to the magnitude of the communication charges, and further generate the first order. For example: the server sorts the call tasks A to E from big to small according to the communication cost, and the generated first sequence is as follows: call task B, call task C, call task a, call task D, call task E.
Further, the server generates a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule. The preset ordering rule may be, for example and without limitation, that the server orders the plurality of agent people from large to small according to the communication charges included in the call tasks received by the plurality of agent people within the present month. For example: the communication charges contained in the call tasks received by the seat personnel a to e in the month are respectively as follows: 1 ten thousand, 8 thousand, 9 thousand, 7 thousand and 6 thousand. At this time, the second order corresponding to the agent persons a to e generated by the server is: seat personnel a, seat personnel c, seat personnel b, seat personnel d and seat personnel e.
Further, the server distributes the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner. For example: the server distributes the call tasks with high cost to the agents with low cost which are distributed in the monthly accumulated manner, namely the server distributes the call tasks with high cost B to the agents with low cost which are distributed in the monthly accumulated manner.
Therefore, a plurality of call tasks can be evenly distributed to a plurality of seat personnel, and the call tasks completed by the plurality of seat personnel are evenly distributed. The technical effect that the server can equally distribute the plurality of call tasks to the plurality of seat personnel under the condition that the costs contained in the plurality of call tasks are different is achieved. And the technical problem that the calling tasks cannot be evenly distributed to the seat personnel due to different costs contained in different calling tasks in the prior art is solved.
Optionally, the server allocates the plurality of call tasks to the plurality of agent people according to the first order and the second order, and the operation includes: the server distributes the calling tasks at the first position in the first sequence to the seat personnel at the last position in the second sequence; and the server distributes the second-order calling tasks in the first sequence to the next-to-last-order seat personnel in the second sequence, and so on until all the calling tasks are distributed to the seat personnel.
In particular, with reference to the above, the first order is: call task B, call task C, call task a, call task D, call task E. The second sequence is: seat personnel a, seat personnel c, seat personnel b, seat personnel d and seat personnel e. Fig. 3 shows a flow diagram of agent task allocation. Referring to fig. 3, the server assigns call task B to agent person E, then assigns call task E to agent person a, then assigns call task C to agent person d, and then assigns call task a to agent person B. Therefore, by the mode, the call tasks with higher cost can be distributed to the agents with lower cost which are cumulatively distributed in the month, and the technical effect that the server can evenly distribute the plurality of call tasks to the plurality of agents is achieved.
Optionally, the server generates a first sequence of operations corresponding to the plurality of call tasks according to the cost of the plurality of call tasks, including: the server sorts the plurality of call tasks from big to small according to the cost of the plurality of call tasks, and determines the sequence of the plurality of call tasks after sorting as a first sequence.
Specifically, the server sorts the plurality of call tasks from big to small according to the cost of the plurality of call tasks. For example: the call tasks A to E respectively comprise the following communication fees: 200 yuan, 500 yuan, 300 yuan, 100 yuan, 50 yuan. At this time, the server may sort the call tasks a to E from large to small or from small to large according to the magnitude of the communication charges, and further generate the first order. For example: the server sorts the call tasks A to E from big to small according to the communication cost, and the generated first sequence is as follows: call task B, call task C, call task a, call task D, call task E. Thus, in this way, the server can sort the plurality of call tasks according to the communication charges included in the call tasks, and further generate the first order.
Optionally, the server generates a second sequence of operations corresponding to the plurality of seat people according to a preset sorting rule, including: the server determines the sum of the cost of the call tasks received by a plurality of seat personnel within a preset time period; and the server sorts the plurality of seat personnel from big to small according to the total amount of the cost, and determines the sequence of the plurality of seat personnel after sorting as a second sequence.
Specifically, the predetermined time period may be, for example and without limitation, within the month, and the communication charges (i.e., the total amount of charges) included in the call tasks received by the agent persons a to e within the month are respectively as follows: 1 ten thousand, 8 thousand, 9 thousand, 7 thousand and 6 thousand. At this time, the server sorts the plurality of seat personnel from large to small according to the total amount of the cost, that is, the second sequence generated corresponding to the seat personnel a to e is as follows: seat personnel a, seat personnel c, seat personnel b, seat personnel d and seat personnel e. Thus, in this way, the server may sequence the plurality of agent personnel according to the total amount of charges for the call tasks received by the agent personnel within the predetermined time period, thereby generating the second sequence.
Further, referring to fig. 1, according to a second aspect of the present embodiment, a storage medium 104 is provided. The storage medium 104 comprises a stored program, wherein the method of any of the above is performed by a processor when the program is run.
It should be noted that, for simplicity of description, the above-mentioned method embodiments are described as a series of acts or combination of acts, but those skilled in the art will recognize that the present invention is not limited by the order of acts, as some steps may occur in other orders or concurrently in accordance with the invention. Further, those skilled in the art should also appreciate that the embodiments described in the specification are preferred embodiments and that the acts and modules referred to are not necessarily required by the invention.
Through the above description of the embodiments, those skilled in the art can clearly understand that the method according to the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but the former is a better implementation mode in many cases. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (e.g., ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal device (e.g., a mobile phone, a computer, a server, or a network device) to execute the method according to the embodiments of the present invention.
Example 2
Fig. 4 shows an agent task assigning apparatus 400 according to the present embodiment, the apparatus 400 corresponding to the method according to the first aspect of embodiment 1. Referring to fig. 4, the apparatus 400 includes: a receiving module 410 for receiving a plurality of call tasks including a charge-related, wherein the apparatus 400 is provided with list information of a plurality of agent persons for performing the plurality of call tasks; a first generating module 420, configured to generate a first order corresponding to the plurality of call tasks according to the cost of the plurality of call tasks; a second generating module 430, configured to generate a second sequence corresponding to the multiple seat people according to a preset sorting rule; and an allocating module 440, configured to allocate the plurality of call tasks to the plurality of seat persons according to the first order and the second order, so that the call tasks completed by the plurality of seat persons are distributed in a balanced manner.
Optionally, the assignment module 440 includes: the first allocating submodule is used for allocating the calling tasks ranked at the head of the first sequence to the seat personnel ranked at the tail of the second sequence; and the second distribution submodule is used for distributing the calling tasks in the second order of the first order to the seat personnel in the last but one position of the second order, and so on until all the calling tasks are distributed to the seat personnel.
Optionally, the first generating module 420 includes: and the first sequencing submodule is used for sequencing the plurality of call tasks from big to small according to the cost of the plurality of call tasks and determining the sequence of the plurality of sequenced call tasks as the first sequence.
Optionally, the second generating module 430 includes: a determining submodule for determining a sum of costs of the call tasks received by the plurality of agent persons within a predetermined time period; and the second sequencing submodule is used for sequencing the plurality of seat personnel from big to small according to the size of the total expense and determining the sequence of the plurality of seat personnel after sequencing as the second sequence.
Thus, according to the present embodiment, a plurality of call tasks related to charges may be received by the apparatus 400 provided in the present embodiment, wherein the apparatus 400 is provided with list information of a plurality of seat persons for performing the plurality of call tasks. And then generating a first sequence corresponding to the plurality of calling tasks according to the cost of the plurality of calling tasks, and generating a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule. And then distributing the plurality of call tasks to a plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner. Therefore, a plurality of call tasks can be evenly distributed to a plurality of seat personnel, and the call tasks completed by the plurality of seat personnel are evenly distributed. The technical effect of evenly distributing the call tasks to the seat personnel under the condition that the costs contained in a plurality of call tasks are different is achieved. And the technical problem that the calling tasks cannot be evenly distributed to the seat personnel due to different costs contained in different calling tasks in the prior art is solved.
Example 3
Fig. 5 shows an agent task assigning apparatus 500 according to the present embodiment, the apparatus 500 corresponding to the method according to the first aspect of embodiment 1. Referring to fig. 5, the apparatus 500 includes: a processor 510; and a memory 520, coupled to the processor 510, for providing instructions to the processor 520 to process the following process steps: receiving a plurality of call tasks related to charges, wherein the apparatus 500 is provided with list information of a plurality of agent persons for performing the plurality of call tasks; generating a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks; generating a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and distributing the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
Optionally, the operation of assigning the plurality of call tasks to the plurality of agent people according to the first order and the second order comprises: allocating the calling task ranked at the head of the first sequence to the agent personnel ranked at the end of the second sequence; and allocating the call tasks in the second order in the first order to the seat personnel in the penultimate position in the second order, and so on until all the call tasks are allocated to the seat personnel.
Optionally, generating a first sequence of operations corresponding to the plurality of call tasks according to the cost of the plurality of call tasks includes: and sequencing the plurality of call tasks from big to small according to the cost of the plurality of call tasks, and determining the sequence of the sequenced plurality of call tasks as the first sequence.
Optionally, generating a second sequence of operations corresponding to the plurality of seat people according to a preset sequencing rule, including: determining a total amount of cost for the call tasks received by the plurality of agent personnel within a predetermined time period; and sequencing the plurality of seat personnel from big to small according to the total amount of the cost, and determining the sequence of the plurality of seat personnel after sequencing as the second sequence.
Thus, according to the present embodiment, a plurality of call tasks related to charges may be received by the apparatus 500 provided in the present embodiment, wherein the apparatus 500 is provided with list information of a plurality of seat persons for performing the plurality of call tasks. And then generating a first sequence corresponding to the plurality of calling tasks according to the cost of the plurality of calling tasks, and generating a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule. And then distributing the plurality of call tasks to a plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner. Therefore, a plurality of call tasks can be evenly distributed to a plurality of seat personnel, and the call tasks completed by the plurality of seat personnel are evenly distributed. The technical effect of evenly distributing the call tasks to the seat personnel under the condition that the costs contained in a plurality of call tasks are different is achieved. And the technical problem that the calling tasks cannot be evenly distributed to the seat personnel due to different costs contained in different calling tasks in the prior art is solved.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
In the above embodiments of the present invention, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed technology can be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is only one type of division of logical functions, and there may be other divisions when actually implemented, for example, a plurality of units or components may be combined or may be integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, units or modules, and may be in an electrical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a removable hard disk, a magnetic or optical disk, and other various media capable of storing program codes.
The foregoing is only a preferred embodiment of the present invention, and it should be noted that, for those skilled in the art, various modifications and decorations can be made without departing from the principle of the present invention, and these modifications and decorations should also be regarded as the protection scope of the present invention.
Claims (10)
1. A method for allocating agent tasks is characterized by comprising the following steps:
the method comprises the steps that a server receives a plurality of call tasks related to cost, wherein the server is provided with list information of a plurality of seat personnel for executing the call tasks;
the server generates a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks;
the server generates a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and
the server distributes the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
2. The method of claim 1, wherein the operation of the server to assign the plurality of call tasks to the plurality of agent people according to the first order and the second order comprises:
the server distributes the calling tasks ranked at the first position of the first sequence to the seat personnel ranked at the last position of the second sequence; and
and the server distributes the call tasks in the second order of the first order to the seat personnel in the penultimate position of the second order, and the like until all the call tasks are distributed to the seat personnel.
3. The method of claim 1, wherein the server generates a first sequence of operations corresponding to the plurality of call tasks based on the cost of the plurality of call tasks, comprising: and the server sorts the plurality of call tasks from big to small according to the cost of the plurality of call tasks, and determines the sequence of the plurality of call tasks after sorting as the first sequence.
4. The method according to claim 1, wherein the server generates a second sequence of operations corresponding to the plurality of agent people according to a preset ordering rule, including:
the server determining a total amount of charges for the call tasks received by the plurality of agent personnel within a predetermined time period; and
and the server sorts the plurality of seat personnel from big to small according to the total amount of the cost, and determines the sequence of the plurality of seat personnel after sorting as the second sequence.
5. A storage medium comprising a stored program, wherein the method of any one of claims 1 to 4 is performed by a processor when the program is run.
6. An agent task allocation apparatus, comprising:
a receiving module for receiving a plurality of call tasks including costs, wherein the apparatus is provided with list information of a plurality of agent persons for performing the plurality of call tasks;
the first generation module is used for generating a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks;
the second generation module is used for generating a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and
and the distribution module is used for distributing the plurality of call tasks to the plurality of seat personnel according to the first sequence and the second sequence, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
7. The apparatus of claim 6, wherein the assignment module comprises:
the first allocating submodule is used for allocating the calling tasks ranked at the head of the first sequence to the seat personnel ranked at the tail of the second sequence; and
and the second distribution sub-module is used for distributing the call tasks in the second order of the first order to the seat personnel in the last to last position of the second order, and so on until all the call tasks are distributed to the seat personnel.
8. The apparatus of claim 6, wherein the first generating module comprises: and the first sequencing submodule is used for sequencing the plurality of call tasks from big to small according to the cost of the plurality of call tasks and determining the sequence of the plurality of sequenced call tasks as the first sequence.
9. The apparatus of claim 6, wherein the second generating module comprises:
a determining submodule for determining a sum of costs of the call tasks received by the plurality of agent persons within a predetermined time period; and
and the second sequencing submodule is used for sequencing the plurality of seat personnel from big to small according to the size of the total expense and determining the sequence of the plurality of seat personnel after sequencing as the second sequence.
10. An agent task allocation apparatus, comprising:
a processor; and
a memory coupled to the processor for providing instructions to the processor for processing the following processing steps:
receiving a plurality of call tasks related to a fee, wherein the apparatus is provided with list information of a plurality of agent persons for performing the plurality of call tasks;
generating a first sequence corresponding to the plurality of call tasks according to the cost of the plurality of call tasks;
generating a second sequence corresponding to the plurality of seat personnel according to a preset sequencing rule; and
according to the first sequence and the second sequence, the plurality of call tasks are distributed to the plurality of seat personnel, so that the call tasks completed by the plurality of seat personnel are distributed in a balanced manner.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910810671.7A CN110599017A (en) | 2019-08-29 | 2019-08-29 | Agent task allocation method, device and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910810671.7A CN110599017A (en) | 2019-08-29 | 2019-08-29 | Agent task allocation method, device and storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110599017A true CN110599017A (en) | 2019-12-20 |
Family
ID=68856421
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910810671.7A Pending CN110599017A (en) | 2019-08-29 | 2019-08-29 | Agent task allocation method, device and storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110599017A (en) |
Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108009724A (en) * | 2017-12-01 | 2018-05-08 | 中国光大银行股份有限公司信用卡中心 | Method for allocating tasks and system in financial system |
| CN108780533A (en) * | 2016-06-08 | 2018-11-09 | 欧洲阿菲尼帝科技有限责任公司 | Technology for carrying out benchmark test to performance in association centre's system |
| CN108805397A (en) * | 2018-04-24 | 2018-11-13 | 平安科技（深圳）有限公司 | Electronic device, the method and storage medium for distributing task |
| CN108960675A (en) * | 2018-07-25 | 2018-12-07 | 平安科技（深圳）有限公司 | Automatic job distribution method, apparatus, computer equipment and storage medium |
| CN108989588A (en) * | 2018-08-08 | 2018-12-11 | 携程旅游信息技术（上海）有限公司 | Calling allocation method, call center, electronic equipment and storage medium |
-
2019
- 2019-08-29 CN CN201910810671.7A patent/CN110599017A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108780533A (en) * | 2016-06-08 | 2018-11-09 | 欧洲阿菲尼帝科技有限责任公司 | Technology for carrying out benchmark test to performance in association centre's system |
| CN108009724A (en) * | 2017-12-01 | 2018-05-08 | 中国光大银行股份有限公司信用卡中心 | Method for allocating tasks and system in financial system |
| CN108805397A (en) * | 2018-04-24 | 2018-11-13 | 平安科技（深圳）有限公司 | Electronic device, the method and storage medium for distributing task |
| CN108960675A (en) * | 2018-07-25 | 2018-12-07 | 平安科技（深圳）有限公司 | Automatic job distribution method, apparatus, computer equipment and storage medium |
| CN108989588A (en) * | 2018-08-08 | 2018-12-11 | 携程旅游信息技术（上海）有限公司 | Calling allocation method, call center, electronic equipment and storage medium |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN111224791B (en) | Cloud resource charging method and device, electronic equipment and storage medium | |
| CN112395075A (en) | Resource processing method and device and resource scheduling system | |
| CN109873910A (en) | Processing method, device and the storage medium of session request | |
| CN111130810A (en) | Charging method and device for cloud service usage package and related equipment | |
| CN110288115A (en) | Distribution project prediction technique, device, server and storage medium | |
| CN114629732A (en) | Charging method and device for cloud resources, electronic equipment and medium | |
| CN108038758B (en) | Application recommendation method and system and terminal equipment | |
| US20170013436A1 (en) | Hybrid Liability Model | |
| CN111092814B (en) | Service handling request message distribution method and equipment | |
| WO2016188019A1 (en) | Charging method, communication platform, and communication system | |
| US9210591B2 (en) | System and method for steering of roaming | |
| CN111162921A (en) | Multi-account cloud service usage package sharing method and device and related equipment | |
| CN110753323A (en) | Card resource allocation method and server | |
| CN112396506A (en) | Case allocation method, case allocation device and storage medium | |
| CN110599017A (en) | Agent task allocation method, device and storage medium | |
| CN110956350A (en) | Method, device and system for distributing rewards | |
| CN113612620B (en) | Fusion package recommendation method and device, server and storage medium | |
| CN110795237B (en) | Resource processing method, device, electronic equipment and medium | |
| CN115665251A (en) | Edge cloud resource allocation method and system | |
| CN108399117A (en) | A kind of processor occupancy display methods and device | |
| CN107944798A (en) | Intelligent goods dispatch method and system | |
| CN112836971A (en) | Quota resource determination method and device, electronic equipment and storage medium | |
| CN113743774A (en) | Business resource balance distribution method and device, storage medium and electronic equipment | |
| CN114140128A (en) | Sales automation | |
| CN110597574A (en) | Account matching method and device and storage medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20191220 |