CN110602335B - Method and device for setting terminal priority, computer equipment and storage medium - Google Patents
Method and device for setting terminal priority, computer equipment and storage medium Download PDFInfo
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- CN110602335B CN110602335B CN201910749671.0A CN201910749671A CN110602335B CN 110602335 B CN110602335 B CN 110602335B CN 201910749671 A CN201910749671 A CN 201910749671A CN 110602335 B CN110602335 B CN 110602335B
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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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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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
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
- H04L9/50—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols using hash chains, e.g. blockchains or hash trees
Abstract
The application discloses a method, a device, computer equipment and a storage medium for setting terminal priority, wherein the method comprises the following steps: after receiving a request for connecting the artificial customer service initiated by the target client, the server calculates a first feedback rate of the target client according to the information of the target client and the relevant data of the request call target client in the block chain, and calculates the position of the target client in the queuing list for connecting the artificial customer service according to the first feedback rate. According to the method and the system, the high-quality client is obtained through calculation according to the investigation information data of the client to the plurality of servers in the block chain, and therefore better service is provided for the high-quality client.
Description
Technical Field
The present application relates to the field of computer technologies, and in particular, to a method and an apparatus for setting a priority of a terminal, a computer device, and a storage medium.
Background
When the manual customer service answers the telephone of the customer, the IVR is adopted to answer, and then the corresponding manual customer service is switched to answer the customer. The number of general customers is large, and the number of manual customer service is small, so when the general customers are switched from IVR to manual customer service, the general customers need to wait for a period of time. The customer waiting rule is to wait in line according to the time for switching to manual customer service. When the customer waits to enter the communication with the manual customer service, the customer only queues according to the sequence of the time for switching to the manual customer service, so that the customer looks monotonous and cannot serve high-quality customers well. Therefore, it is necessary to screen out the good quality customers when providing services to the customers, so as to provide more optimized services to the good quality customers.
Disclosure of Invention
The application mainly aims to provide a method, a device, computer equipment and a storage medium for setting terminal priority according to communication information data of a client to a man-made customer service.
In order to achieve the above object, the present application provides a method for setting a priority of a terminal, including:
s1, after receiving a request for connecting an artificial customer service initiated by a target client, a server acquires a first number of the target client;
s2, acquiring a public root key corresponding to the first number, and simultaneously accessing at least one block on a block chain corresponding to the request to extract communication information related to the first number from the at least one block through the public root key;
s3, a public sub-key of the communication information is obtained according to the request, then the communication information is decrypted by the public sub-key, and target communication information matched with the request is obtained, wherein the communication information comprises a plurality of messages with multiple attributes, and the message corresponding to each attribute is encrypted by the corresponding public sub-key;
s4, acquiring a first number of times that the first number in the target communication information receives manual customer service satisfaction survey information and a second number of times that the satisfaction survey information is fed back;
s5, dividing the second times by the first times to obtain a first feedback rate;
s6, obtaining a queuing list in waiting for connection of the artificial customer service, wherein the queuing list comprises the waiting duration and the corresponding second feedback rate of each queuing client;
s7, determining the queuing sequence of the target client in the queuing list according to the first feedback rate, the waiting time of each queuing client and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing sequence.
Further, after the step of determining the queuing order of the target client at the queuing clients according to the first feedback rate, the waiting duration of each queuing client and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order, the method includes:
s8, when the target client is connected with the artificial customer service and disconnected, sending a satisfaction survey paper to the target client;
and S9, after a preset designated time, performing data interaction among the target client, the artificial client and the server to form a service log, and storing the service log in a database so as to upload the service log to a block in the following process.
Further, after the preset designated time, performing data interaction among the target client, the manual client and the server to form a service log, and storing the service log in a database so as to upload the service log to a block in the following step, including:
s91, after a preset designated time, performing data interaction among the target client, the artificial client and the server to form a service log;
s92, sending the service log to a preset auditing terminal so that the auditing terminal can audit the service log;
and S93, storing the service log in a database after receiving the information which is sent by the auditing terminal and passes the auditing.
Further, the step of determining a queuing order of the target client in the queuing list according to the first feedback rate, the waiting duration of each queuing client, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order includes:
s71, inserting the target client into the last bit in the queuing list;
s72, acquiring a second waiting time of a first to-be-compared queuing client side at the previous position of the target client side in the queuing list;
s73, judging whether the second waiting time is smaller than a preset threshold time;
s74, if the second waiting time length is smaller than the threshold time length, judging whether the first feedback rate is larger than a second feedback rate of the first queuing client to be compared;
and S75, if the first feedback rate is greater than the second feedback rate of the first queuing client to be compared, inserting the target client in front of the first queuing client to be compared, and then returning to the step S72 until the position of the target client in the queuing list is not changed.
Further, the step of determining a queuing order of the target client in the queuing list according to the first feedback rate, the waiting duration of each queuing client, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order includes:
s76, obtaining all queuing clients with the second waiting time length smaller than a preset threshold time length in the queuing list to form a screening list;
s77, inserting the target client into the middle position of the screening list;
s78, acquiring a second feedback rate of a second to-be-compared queuing client at the front position of the target client in the screening list and a second feedback rate of a third to-be-compared queuing client at the back position of the target client;
s79, if the first feedback rate is larger than the second feedback rate of the third queuing client to be compared and smaller than the second feedback rate of the second queuing client to be compared, determining the middle position of the target client in the screening list;
s710, if the first feedback rate is greater than the second feedback rate of the second queuing client to be compared, deleting the queuing client behind the current position of the target client in the screening list to form a new screening list, and then returning to the step S77 until the position of the target client in the screening list is not changed;
and S711, if the first feedback rate is smaller than a third feedback rate of the third queuing client to be compared, deleting the queuing client before the current position of the target client in the screening list to form a new screening list, and then returning to the step S77 until the position of the target client in the screening list is not changed.
Further, after the step of determining a queuing order of the target client in the queuing list according to the first feedback rate, the waiting duration of each queuing client, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order, the method includes:
and S10, after the target client is connected with the artificial customer service, sending the first feedback rate to the artificial customer service.
Further, the step of obtaining a public sub-key of the communication information according to the request, and then decrypting the communication information by using the public sub-key to obtain target communication information matched with the request includes:
s31, analyzing the request to obtain an information type corresponding to the request;
s32, searching a type number corresponding to the information type in a preset mapping relation;
s33, combining the specified part of the type number and the specified part of the public root key according to a preset combination rule to obtain a public sub-key corresponding to the request;
and S34, inputting the public sub-key into the communication information, and decrypting to obtain the target communication information matched with the request.
The present application further provides a device for setting terminal priority, including:
the system comprises a receiving request module, a service request module and a service request module, wherein the receiving request module is used for acquiring a first number of a target client after a server receives a request for connecting artificial customer service initiated by the target client;
a first obtaining module, configured to obtain a public root key corresponding to the first number, and access at least one block on a block chain corresponding to the request at the same time, so as to extract, from the at least one block, communication information related to the first number through the public root key;
the decryption module is used for acquiring a public sub-key of the communication information according to the request, then decrypting the communication information by using the public sub-key to obtain target communication information matched with the request, wherein the communication information comprises a plurality of attribute messages, and the message corresponding to each attribute is encrypted by the corresponding public sub-key;
the second acquisition module is used for acquiring the first times that the first number in the target communication information receives the manual customer service satisfaction survey information and the second times that the satisfaction survey information is fed back;
the calculating module is used for dividing the second times by the first times to obtain a first feedback rate;
the third acquisition module is used for acquiring a queuing list in waiting connection with the artificial customer service, wherein the queuing list comprises the waiting duration and the corresponding second feedback rate of each queuing client;
and the inserting module is used for determining the queuing sequence of the target client in the queuing list according to the first feedback rate, the waiting time of each queuing client and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing sequence.
The present application further provides a computer device comprising a memory and a processor, the memory storing a computer program, the processor implementing the steps of any of the above methods when executing the computer program.
The present application also provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, carries out the steps of the method of any of the above.
According to the method, the device, the computer equipment and the storage medium for setting the terminal priority, the high-quality client is obtained through calculation according to the investigation information data of the client to the plurality of servers in the block chain, and therefore better service is provided for the high-quality client. The method comprises the steps of setting a public root key for the number of a client, and placing the public root key in a blockchain, so that each server in the blockchain can quickly find data of the client in each server in the blockchain, the data depending on the evaluation of the client is increased, the evaluation of the client is more objective, and the set client priority is more accurate. According to the public root key, the data of the client in the block chain can be read only when the telephone of the client calls, so that the safety of the block chain system is improved, and the data of the client is prevented from being leaked.
Drawings
Fig. 1 is a schematic flowchart of a method for setting a priority of a terminal according to an embodiment of the present application;
fig. 2 is a block diagram illustrating a structure of an apparatus for setting terminal priority according to an embodiment of the present application;
fig. 3 is a schematic block diagram of a structure of a computer device according to an embodiment of the present application.
The implementation, functional features and advantages of the objectives of the present application will be further explained with reference to the accompanying drawings.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of and not restrictive on the broad application.
Referring to fig. 1, an embodiment of the present application provides a method for setting a priority of a terminal, including:
s1, after receiving a request for connecting an artificial customer service initiated by a target client, a server acquires a first number of the target client;
s2, acquiring a public root key corresponding to the first number, and simultaneously accessing at least one block on a block chain corresponding to the request to extract communication information related to the first number from the at least one block through the public root key;
s3, a public sub-key of the communication information is obtained according to the request, then the public sub-key is used for decrypting the communication information to obtain target communication information matched with the request, the communication information comprises a plurality of messages with multiple attributes, and the message corresponding to each attribute is encrypted by the corresponding public sub-key;
s4, acquiring the first times that the first number in the target communication information receives the manual customer service satisfaction survey information and the second times that the satisfaction survey information is fed back;
s5, dividing the second times by the first times to obtain a first feedback rate;
s6, obtaining a queuing list in waiting for connection of the artificial customer service, wherein the queuing list comprises the waiting duration and the corresponding second feedback rate of each queuing client;
and S7, inputting the first feedback rate, the waiting time of each queuing client and the corresponding second feedback rate into a preset formula according to a preset calculation logic, calculating the queuing sequence of the target client in the queuing list, and inserting the target client into the queuing list according to the queuing sequence.
In this embodiment, the client does not refer to a piece of hardware, but refers to an account, for example, a mobile phone number, a QQ number, a panning account number, and the like of the client all belong to the client, and the client can perform data interaction with the server after logging in through a terminal, such as a mobile phone, a computer, and the like. The manual customer service refers to a terminal used by a service staff. After a user logs in a client on a mobile phone, the user calls a customer service and provides a manual customer service according to the instructions related to IVR, or a chat interface of the manual customer service is started after the user logs in the client on the network, and the request for connecting the manual customer service is initiated by the client. After receiving the request, the server obtains the request information, reads the request source, and reads the number of the client, namely, the first number of the target client.
After the client is connected with the manual customer service, the manual customer service serves the client, and the client consults the manual customer service through the client or entrusts the manual customer service to handle related services. After the service is finished, the client is disconnected with the manual customer service, the server sends a link of satisfaction survey to the client according to the manual customer service or the rules of the server, and after the client clicks the link of the satisfaction survey and replies the specified content, the server records the content replied by the client, and simultaneously forms a service log in the service process of the client and uploads the service log to the specified block. The service log content comprises client information, manual customer service information, service content, communication records of the client and the manual customer service, information of a satisfaction survey book received by the client, information of a satisfaction survey book replied by the client and the like. In a block chain, there are multiple blocks, each corresponding to a server. When each user registers an account in the server, the server takes the mobile phone number filled in when the account is registered as a unique identifier, and simultaneously, the server sets a public root key for each mobile phone number according to the block chain where the block corresponding to the server is located, and uploads the public root key to the block, so that other blocks in the block chain can obtain the public root key of the mobile phone number. The public root key is a key of the mobile phone number in the whole block chain, and when the mobile phone number registers an account in a server corresponding to other blocks in the block chain, a new public root key is not generated any more. Meanwhile, the block chain has more information types, and each type or attribute information has a corresponding public sub-key. And when the server uploads the service log to the corresponding block, setting a public sub-key corresponding to the information attribute for the information in each log. After receiving a request of manual customer service initiated by a client, any server in the block chain reads the information of the target client to obtain a first number of the target client, and searches the public root key of the first number in the block chain according to the first number. The common root key may be used to download service logs associated with the first number in servers corresponding to other tiles of the blockchain. The server searches a service log of the first number in the block chain according to the first number of the client, and then reads all the service logs of the first number according to the public root key, wherein the service logs are the communication information. Through the steps, the server acquires the communication information of the user corresponding to the first number in each server of the whole block chain; and then the server analyzes the request, obtains the data content required by the target client according to the request, namely obtains the required information attribute, obtains the public sub-key corresponding to the required data content according to the corresponding relation between the attribute and the public sub-key, and then decrypts in the communication information by utilizing the public sub-key to obtain the target communication information corresponding to the request. Traversing the target communication information, and searching the times that the first number receives the satisfaction survey paper, namely the first times; searching the number of times of the first number for feeding back the satisfaction survey paper, namely a second number of times; and dividing the second number by the first number to obtain the feedback rate of the client to the questionnaire, namely the first feedback rate.
And then the server checks a queuing table formed by all the clients waiting to be connected with the artificial clients, the queuing table is provided with a plurality of clients waiting to be connected with the artificial clients, and the server acquires information of each client, including the feedback rate of each client in the block chain, including the queuing sequence and the waiting time of each client, namely the second feedback rate of each client.
And then, calculating the order of the target client in the queuing list according to the first feedback rate of the target client, the waiting time of each queuing client in the queuing list and the corresponding second feedback rate, wherein if the first feedback rate is higher than the second feedback rate, the order of the target client entering the queuing list is possibly advanced, so that the server can enable the high-quality client to be preferentially connected with the artificial customer service, and the high-quality client can have better experience.
In an embodiment, after the step of determining the queuing order of the target client at the queuing clients according to the first feedback rate, the waiting duration of each queuing client, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order, the method includes:
s8, when the target client is connected with the artificial customer service and disconnected, sending a satisfaction survey paper to the target client;
and S9, after a preset designated time, performing data interaction among the target client, the manual client and the server to form a service log, and storing the service log in a database so as to upload the service log to a block in the following process.
In this embodiment, after the server puts the target client in the order in the queuing table, the server loads the target client in the calculated order in the queuing table, then waits for the target client, and after queuing and waiting for the target client, connects the target client with the idle artificial customer service, so that the target client and the artificial customer service can perform data interaction, and the artificial customer service and the user corresponding to the target client perform service. And after the user confirms that the service is finished, the server disconnects the manual customer service from the target client and sends a preset satisfaction survey paper to the target client. The sent satisfaction survey volume can be played through voice, can be displayed through characters, and can also be sent to a target client through a corresponding link. After receiving the satisfaction survey volume, the target client may reply to the satisfaction survey volume or not reply to the satisfaction survey volume. And the server receives the feedback information of the target client in real time. Whether feedback information of the target client is received or not, after the server appoints time, the communication record between the target client and the artificial client, the information of the target client, the information of the artificial client and the communication information between the target client and the server are loaded into a log, a service log of the target client is formed, and the service log is stored in a database of the server. And when the memory capacity of the service log reaches a certain value, uploading the service log in the database to the block, so that other blocks can acquire the service log of the server through the block chain.
In an embodiment, after the preset specified time, performing data interaction among the target client, the manual client, and the server to form a service log, and storing the service log in a database, so as to upload the service log to a block in the following step, the method includes:
s91, after a preset designated time, performing data interaction among the target client, the artificial client and the server to form a service log;
s92, sending the service log to a preset auditing terminal so that the auditing terminal can audit the service log;
and S93, storing the service log in a database after receiving the information which is sent by the auditing terminal and passes the auditing.
In this embodiment, data interaction data between the three is extracted, and a sender and a receiver are noted. The specified time is a time counted from the time when the server transmits the satisfaction survey volume. After a preset designated time, if the target client does not reply, the satisfaction survey volume is not replied by default. The satisfaction questionnaire sent by the server to the target client, the connection between the artificial customer service and the target client controlled by the server, the interactive chat message between the artificial customer service and the target client and the like belong to the contents to be recorded in the service log. And then the server sends the service log to an auditing terminal so that the auditing terminal can audit the service log. The auditing comprises checking whether the server meets a plurality of factors such as qualification, the conversation time of the manual client and the target client and the like; and after the auditing terminal confirms that the service log meets the requirements, the service log is sent to the block chain. The block chain is connected with a plurality of servers, each server corresponds to one enterprise, and one enterprise corresponds to at least one server. In the block chain, the customer services of a plurality of enterprises are counted and summarized, namely, a server of one enterprise can know the service of the same user among the enterprises, so that the user can be evaluated more objectively, the cardinal number for calculating the feedback rate of the user is more, and the corresponding evaluated feedback rate is more accurate.
In an embodiment, the step of determining a queuing order of the target client in the queuing list according to the first feedback rate, the waiting duration of each queued client, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order includes:
s71, inserting the target client into the last bit in the queuing list;
s72, acquiring a second waiting time of a first to-be-compared queuing client side at the previous position of the target client side in the queuing list;
s73, judging whether the second waiting time is smaller than a preset threshold time;
s74, if the second waiting time length is smaller than the threshold time length, judging whether the first feedback rate is larger than a second feedback rate of the first queuing client to be compared;
and S75, if the first feedback rate is greater than the second feedback rate of the first queuing client to be compared, inserting the target client in front of the first queuing client to be compared, and then returning to the step S72 until the position of the target client in the queuing list is not changed.
In this embodiment, when the server inserts the target clients into the queuing list, the queuing list is sorted according to a preset order. The server firstly puts the target client end into the last bit in the queuing list to form a new queuing list, then compares the target client end with a first to-be-compared queuing client end which is next to the target client end in the new queuing list, checks whether the target client end can be inserted in front of the first to-be-compared client end, if so, inserts the target client end in front of the first to-be-compared queuing client end, thus updating the queuing list again, and then continuously compares the target client end with the first to-be-compared queuing client end which is next to the target client end. And accordingly, determining the sequence of the target client inserted into the original queuing list until the target client can not exchange the sequence with the queuing client in the original queuing list. When the sequence of the target client and the first queuing client to be compared is judged, a second waiting time length of the target client and the first queuing client to be compared is firstly obtained, namely the time difference from the moment when the first queuing client to be compared initiates a command for connecting to a manual customer service to the current moment, then the second waiting time length is judged to be less than the threshold value time length, and if the second waiting time length is too long, the waiting time of the first queuing client to be compared is too long, so that an unsuitable high-quality client is inserted in front of the first queuing client to be compared. And when the second waiting time length of the first queuing client to be compared is less than the threshold time length, acquiring a second feedback rate of the first queuing client to be compared, wherein the second feedback rate is recorded in the queuing table after being acquired from the block chain, then comparing the second feedback rate with the first feedback rate, and if the first feedback rate is higher than the second feedback rate, the target client is a high-quality client compared with the first queuing client to be compared, so that the target client is ranked in front of the queuing client. Then, the process continues to step S72, and the target client is compared with the first queued client to be compared, which is arranged in front of the target client, until the first feedback rate of the target client is less than or equal to the second feedback rate of the first queued client to be compared.
In an embodiment, the step of determining a queuing order of the target client in the queuing list according to the first feedback rate, the waiting duration of each of the queued clients, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order includes:
s76, inserting the target client into the middle positions of all clients to be compared, wherein the second waiting time is less than the preset threshold time, in the queuing list;
s76, obtaining all queuing clients with the second waiting time length smaller than a preset threshold time length in the queuing list to form a screening list;
s77, inserting the target client into the middle position of the screening list;
s78, acquiring a second feedback rate of a second to-be-compared queuing client at the front position of the target client in the screening list and a second feedback rate of a third to-be-compared queuing client at the back position of the target client;
s79, if the first feedback rate is greater than the second feedback rate of the third queuing client to be compared and less than the second feedback rate of the second queuing client to be compared, determining the middle position of the target client in the screening list;
s710, if the first feedback rate is greater than the second feedback rate of the second queuing client to be compared, deleting the queuing client behind the current position of the target client in the screening list to form a new screening list, and then returning to the step S77 until the position of the target client in the screening list is not changed;
and S711, if the first feedback rate is smaller than a third feedback rate of the third queuing client to be compared, deleting the queuing client before the current position of the target client in the screening list to form a new screening list, and then returning to the step S77 until the position of the target client in the screening list is not changed.
In this embodiment, a queuing table is first obtained, where the queuing table includes the second waiting duration of each queuing client. The server firstly enables the queuing client with the second waiting time length exceeding the threshold time length to be connected with the manual customer service, and then enables the queuing client with the second waiting time length not exceeding the threshold time length to be connected with the manual customer service. Therefore, when the calculation target client is in the queuing table, the position of the calculation target client in the queuing client corresponding to the waiting time length less than the preset threshold time length is actually calculated. Firstly, all queuing clients with the second waiting time length smaller than a preset threshold time length in the queuing list are screened out to form a screening list, and then a target client is inserted into the middle position of the screening list. And then acquiring a second feedback of a second queuing client to be compared arranged in front of the target client and a second feedback rate of a third queuing client to be compared arranged behind the target client, and comparing the first feedback rate, the second feedback rate of the third queuing client to be compared and the second feedback rate of the second queuing client to be compared. There are three types of comparison results, the first is that the first feedback rate is between the other two, then the target client is confirmed to be ranked at this position. The second is that the first feedback rate is greater than the other two, and at this time, the position of the target client needs to be changed, and the queued client behind the target queued client in the original screening list is deleted to update the screening list, and then the step S77 is executed again until the first feedback rate is between the other two. The third is that the first feedback rate is smaller than the other two, at this time, the position of the target client needs to be changed again, the queued client in front of the target queued client in the original filter list is deleted to update the filter list, and then the above step S77 is executed again until the first feedback rate is between the other two.
In an embodiment, after the step of determining a queuing order of the target client in the queuing list according to the first feedback rate, the waiting time length of each queued client, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order, the method includes:
and S10, after the target client is connected with the artificial customer service, sending the first feedback rate to the artificial customer service.
In this embodiment, after the step of adjusting the target client in the queuing list, whenever there is an artificial customer service in an idle state, the client located at the first position in the queuing list is connected to the artificial customer service in the idle state. After the target client is connected with the artificial customer service, the server calls the first feedback rate, sends the first feedback rate to the artificial customer service connected with the target client, can send text information to the artificial customer service, and can also convert the first feedback rate into voice and play the voice to the artificial customer service, so that service personnel corresponding to the artificial customer service can know the feedback rate of a client corresponding to the target client, and can quickly know the priority level of the client, and the client can be well served in a mood state.
In an embodiment, the step of obtaining a public sub-key of the communication information according to the request, and then decrypting the communication information by using the public sub-key to obtain the target communication information matched with the request includes:
s31, analyzing the request to obtain an information type corresponding to the request;
s32, searching a type number corresponding to the information type in a preset mapping relation;
s33, combining the specified part of the type number and the specified part of the public root key according to a preset combination rule to obtain a public sub-key corresponding to the request;
and S34, inputting the public sub-key into the communication information, and decrypting to obtain the target communication information matched with the request.
In this embodiment, the server parses the request, and obtains the data content required by the target client, that is, the type of the required information. The information type comprises attribute information of the client, communication information of the client, browsing information of the client and the like, and the operation log data of the client in the server. Each different operation type corresponds to an information type. The information type and the type number have a fixed mapping relation. The mapping is stored in each server in the form of a mapping table. The server calls the mapping table and finds out the type number corresponding to the information type according to the analyzed information type. The type number is composed of a mixture of letters and numbers. Then the server reads the appointed part in the type number and the appointed part of the public root key, and the server and the appointed part are mixed according to a certain rule to obtain a public sub key. And then, inputting the public sub-key into the communication information, and decrypting the target communication information in the communication information so that the server can read the target communication information. The target communication information is information of the corresponding information type requested. In a specific embodiment, the type number is C30347, the public root key is B2720, the 1 st, 3 rd, 5 th (C, 0, 4 th) bits of the type number and the 2 nd, 3 rd, 5 th (2, 7, 0 th) bits of the public root key are extracted, and the specified part of the public root key is combined with the specified part of the type number in a reverse order and in a crossed manner, so that the public sub-key is 0C7024.
In summary, the method for setting the terminal priority according to the present application calculates the high-quality client according to the survey information data of the client to the plurality of servers in the block chain, so as to provide better service for the high-quality client. The method comprises the steps of setting a public root key for the number of a client, and placing the public root key in a blockchain, so that each server in the blockchain can quickly find data of the client in each server in the blockchain, the data depending on the evaluation of the client is increased, the evaluation of the client is more objective, and the set client priority is more accurate. According to the public root key, the data of the client in the block chain can be read only when the telephone of the client calls, so that the safety of the block chain system is improved, and the data of the client is prevented from being leaked.
Referring to fig. 2, an embodiment of the present application further provides an apparatus for setting a priority of a terminal, including:
the system comprises a receiving request module 1, a service processing module and a service switching module, wherein the receiving request module is used for acquiring a first number of a target client after a server receives a request for connecting artificial customer service initiated by the target client;
a first obtaining module 2, configured to obtain a public root key corresponding to the first number, and access at least one block on a block chain corresponding to the request, so as to extract, from the at least one block, communication information related to the first number through the public root key;
the decryption module 3 is configured to obtain a public sub-key of the communication information according to the request, and then decrypt the communication information by using the public sub-key to obtain target communication information matched with the request, where the communication information includes messages with multiple attributes, and a message corresponding to each attribute is encrypted by using a corresponding public sub-key;
the second obtaining module 4 is configured to obtain a first number of times that the first number in the target communication information receives manual customer service satisfaction survey information and a second number of times that the satisfaction survey information is fed back;
the calculating module 5 is configured to divide the second number of times by the first number of times to obtain a first feedback rate;
a third obtaining module 6, configured to obtain a queuing list in the waiting connection of the manual customer service, where the queuing list includes a waiting duration of each queuing client and a corresponding second feedback rate;
and the inserting module 7 is configured to determine a queuing sequence of the target client in the queuing list according to the first feedback rate, the waiting time of each queuing client, and the corresponding second feedback rate, and insert the target client into the queuing list according to the queuing sequence.
In an embodiment, the apparatus for setting the priority of the terminal further includes:
the first sending module is used for sending the satisfaction survey paper to the target client after the target client is connected with and disconnected from the artificial customer service;
and the storage module is used for forming a service log by data interaction among the target client, the artificial client and the server after a preset designated time, and storing the service log in a database so as to upload the service log to a block in the following process.
In one embodiment, the storage module includes:
the generating unit is used for forming a service log by data interaction among the target client, the artificial client and the server after a preset designated time;
the sending unit is used for sending the service log to a preset auditing terminal so that the auditing terminal can audit the service log;
and the storage unit is used for storing the service log in a database after receiving the information which is sent by the auditing terminal and passes the auditing.
In one embodiment, the insertion module 7 comprises:
a first inserting unit, configured to insert the target client into a last bit in the queuing list;
a first obtaining unit, configured to obtain a second waiting duration of a first to-be-compared queuing client that is one bit before the target client in the queuing list;
the first judging unit is used for judging whether the second waiting time length is smaller than a preset threshold time length or not;
a second determining unit, configured to determine whether the first feedback rate is greater than a second feedback rate of the first to-be-compared queued client if the second waiting duration is smaller than the threshold duration;
and the second inserting unit is used for inserting the target client into front of the first queuing client to be compared if the first feedback rate is greater than the second feedback rate of the first queuing client to be compared, and then calling the first acquiring unit until the position of the target client in the queuing list is not changed.
In one embodiment, the insertion module 7 comprises:
the screening unit is used for acquiring all queuing clients with the second waiting time length smaller than a preset threshold time length in the queuing list to form a screening list;
a third inserting unit, configured to insert the target client into an intermediate position of the filter list;
a second obtaining unit, configured to obtain a second feedback rate of a second to-be-compared queued client that is one bit before the target client in the filtering list and a second feedback rate of a third to-be-compared queued client that is one bit after the target client;
a determining and inserting unit, configured to determine a middle position of the target client in the screening list if the first feedback rate is greater than a second feedback rate of the third queued client to be compared and is less than a second feedback rate of the second queued client to be compared;
a first deleting unit, configured to delete a queued client after the current position of the target client in the screening list if the first feedback rate is greater than a second feedback rate of the second queued client to be compared, to form a new screening list, and then invoke a third inserting unit until the position of the target client in the screening list does not change;
and the second deleting unit is used for deleting the queuing client before the current position of the target client in the screening list to form a new screening list if the first feedback rate is greater than the second feedback rate of the second queuing client to be compared, and then calling the third inserting unit until the position of the target client in the screening list is not changed.
In an embodiment, the apparatus for setting the priority of the terminal further includes:
and the second sending module is used for sending the first feedback rate to the artificial customer service after the target client is connected with the artificial customer service.
In one embodiment, the decryption module 3 includes:
the analysis unit is used for analyzing the request to obtain the information type corresponding to the request;
the searching unit is used for searching a type number corresponding to the information type in a preset mapping relation;
a merging unit, configured to merge the specified part of the type number and the specified part of the public root key according to a preset combination rule, so as to obtain a public sub-key corresponding to the request;
and the decryption unit is used for inputting the public sub-key into the communication information and decrypting to obtain the target communication information matched with the request.
Referring to fig. 3, a computer device, which may be a server and whose internal structure may be as shown in fig. 3, is also provided in the embodiment of the present application. The computer device includes a processor, a memory, a network interface, and a database connected by a system bus. Wherein the computer designed processor is used to provide computational and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The memory provides an environment for the operating system and the running of computer programs in the non-volatile storage medium. The database of the computer device is used for storing data such as communication information, public key and the like. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a method of setting a priority of a terminal.
According to the computer equipment, the high-quality client is obtained through calculation according to the investigation information data of the client to the plurality of servers in the block chain, and therefore better service is provided for the high-quality client. The method comprises the steps of setting a public root key for the number of a client, placing the public root key in a blockchain, enabling each server in the blockchain to quickly find data of the client in each server in the blockchain, enabling data depended on evaluation of the client to be more, enabling evaluation of the client to be more objective, and enabling the set priority of the client to be more accurate. According to the public root key, the data of the client in the block chain can be read only when the telephone of the client calls, so that the safety of the block chain system is improved, and the data of the client is prevented from being leaked.
Those skilled in the art will appreciate that the architecture shown in fig. 3 is only a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects may be applied.
An embodiment of the present application also provides a computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements a method of setting a priority of a terminal.
In summary, the computer-readable storage medium of the present application calculates a good quality client according to the survey information data of the client on the plurality of servers in the blockchain, so as to provide better service for the good quality client. The method comprises the steps of setting a public root key for the number of a client, placing the public root key in a blockchain, enabling each server in the blockchain to quickly find data of the client in each server in the blockchain, enabling data depended on evaluation of the client to be more, enabling evaluation of the client to be more objective, and enabling the set priority of the client to be more accurate. According to the public root key, the data of the client in the block chain can be read only when the telephone of the client calls, so that the safety of the block chain system is improved, and the data of the client is prevented from being leaked.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium provided herein and used in the examples may include non-volatile and/or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically Programmable ROM (EPROM), electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), dual data rate SDRAM (SSRDRAM), enhanced SDRAM (ESDRAM), synchronous Link (SLDRAM), rambus (Rambus) direct RAM (RDRAM), direct Rambus Dynamic RAM (DRDRAM), and Rambus Dynamic RAM (RDRAM), among others.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, apparatus, article, or method that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, apparatus, article, or method. Without further limitation, an element defined by the phrase "comprising one of 8230, and" comprising 8230does not exclude the presence of additional like elements in a process, apparatus, article, or method comprising the element.
The above description is only a preferred embodiment of the present application, and not intended to limit the scope of the present application, and all the equivalent structures or equivalent processes that can be directly or indirectly applied to other related technical fields by using the contents of the specification and the drawings of the present application are also included in the scope of the present application.
Claims (9)
1. A method for setting terminal priority, comprising:
s1, after receiving a request for connecting an artificial customer service initiated by a target client, a server acquires a first number of the target client;
s2, a public root key corresponding to the first number is obtained, and at the same time, at least one block on a block chain corresponding to the request is accessed, so that communication information related to the first number is extracted from the at least one block through the public root key, and the communication information comprises call information of the target client in the block;
s3, acquiring a public sub-key of the communication information according to the request, and then decrypting the communication information by using the public sub-key to obtain target communication information matched with the request, wherein the communication information comprises a plurality of attribute messages, and the message corresponding to each attribute is encrypted by the corresponding public sub-key;
s4, acquiring a first number of times that the first number in the target communication information receives manual customer service satisfaction survey information and a second number of times that the satisfaction survey information is fed back;
s5, dividing the second times by the first times to obtain a first feedback rate;
s6, acquiring a queuing list in waiting for connection with the artificial customer service, wherein the queuing list comprises the waiting time of each queuing client and a corresponding second feedback rate;
s7, determining a queuing sequence of the target client in the queuing list according to the first feedback rate, the waiting time of each queuing client and a corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing sequence, wherein the queuing sequence comprises:
s71, inserting the target client into the last bit in the queuing list;
s72, acquiring a second waiting time of a first to-be-compared queuing client side at the previous position of the target client side in the queuing list;
s73, judging whether the second waiting time is smaller than a preset threshold time;
s74, if the second waiting time length is smaller than the threshold time length, judging whether the first feedback rate is larger than a second feedback rate of the first queuing client to be compared;
and S75, if the first feedback rate is greater than the second feedback rate of the first queuing client to be compared, inserting the target client in front of the first queuing client to be compared, and then returning to the step S72 until the position of the target client in the queuing list is not changed.
2. The method for setting terminal priority according to claim 1, wherein the step of determining the queuing order of the target client at the queued clients according to the first feedback rate and the waiting time length and the corresponding second feedback rate of each of the queued clients, and inserting the target client into the queuing list according to the queuing order comprises:
s8, after the target client is connected and disconnected with the artificial customer service, sending a satisfaction survey paper to the target client;
and S9, after a preset designated time, performing data interaction among the target client, the manual client and the server to form a service log, and storing the service log in a database so as to upload the service log to a block in the following process.
3. The method for setting terminal priority as claimed in claim 2, wherein the step of forming a service log by data interaction among the target client, the manual client, and the server after the predetermined designated time has elapsed and storing the service log in a database for subsequent uploading of the service log onto the block comprises:
s91, after a preset designated time, performing data interaction among the target client, the artificial client and the server to form a service log;
s92, sending the service log to a preset auditing terminal so that the auditing terminal can audit the service log conveniently;
and S93, storing the service log in a database after receiving the information which is sent by the auditing terminal and passes the auditing.
4. The method according to claim 1, wherein the step of determining a queuing order of the target client in the queuing list according to the first feedback rate, the waiting time of each of the queued clients, and the corresponding second feedback rate, and inserting the target client into the queuing list according to the queuing order, further comprises:
s76, obtaining all queuing clients with the second waiting time length smaller than a preset threshold time length in the queuing list to form a screening list;
s77, inserting the target client into the middle position of the screening list;
s78, acquiring a second feedback rate of a second queuing client to be compared at the previous position of the target client in the screening list and a second feedback rate of a third queuing client to be compared at the next position of the target client;
s79, if the first feedback rate is larger than the second feedback rate of the third queuing client to be compared and smaller than the second feedback rate of the second queuing client to be compared, determining the middle position of the target client in the screening list;
s710, if the first feedback rate is greater than the second feedback rate of the second queuing client to be compared, deleting the queuing client behind the current position of the target client in the screening list to form a new screening list, and then returning to the step S77 until the position of the target client in the screening list is not changed;
and S711, if the first feedback rate is smaller than the third feedback rate of the third queuing client to be compared, deleting the queuing client before the current position of the target client in the screening list to form a new screening list, and then returning to the step S77 until the position of the target client in the screening list is not changed.
5. The method for setting terminal priority according to claim 1, wherein the step of determining the queuing order of the target client in the queuing list according to the first feedback rate and the waiting time length and the corresponding second feedback rate of each of the queued clients, and inserting the target client into the queuing list according to the queuing order comprises:
and S10, after the target client is connected with the artificial customer service, sending the first feedback rate to the artificial customer service.
6. The method according to claim 1, wherein the step of obtaining a public sub-key of the communication information according to the request, and then decrypting the communication information by using the public sub-key to obtain the target communication information matching the request comprises:
s31, analyzing the request to obtain an information type corresponding to the request;
s32, searching a type number corresponding to the information type in a preset mapping relation;
s33, combining the specified part of the type number and the specified part of the public root key according to a preset combination rule to obtain a public sub-key corresponding to the request;
and S34, inputting the public sub-key into the communication information, and decrypting to obtain the target communication information matched with the request.
7. An apparatus for setting a priority of a terminal, comprising:
the system comprises a receiving request module, a service request module and a service request module, wherein the receiving request module is used for acquiring a first number of a target client after a server receives a request for connecting artificial customer service initiated by the target client;
a first obtaining module, configured to obtain a public root key corresponding to the first number, and access at least one block on a block chain corresponding to the request, so as to extract, from the at least one block, communication information related to the first number through the public root key;
the decryption module is used for acquiring a public sub-key of the communication information according to the request, then decrypting the communication information by using the public sub-key to obtain target communication information matched with the request, wherein the communication information comprises a plurality of attribute messages, and the message corresponding to each attribute is encrypted by the corresponding public sub-key;
the second acquisition module is used for acquiring the first times that the first number in the target communication information receives the manual customer service satisfaction survey information and the second times that the satisfaction survey information is fed back;
the calculating module is used for dividing the second times by the first times to obtain a first feedback rate;
the third acquisition module is used for acquiring a queuing list in waiting connection with the artificial customer service, wherein the queuing list comprises the waiting time length of each queuing client and a corresponding second feedback rate;
an inserting module, configured to determine a queuing order of the target client in the queuing list according to the first feedback rate, the waiting duration of each queuing client, and a corresponding second feedback rate, and insert the target client into the queuing list according to the queuing order, where the inserting module includes:
a first inserting unit, configured to insert the target client into a last bit in the queuing list;
a first obtaining unit, configured to obtain a second waiting duration of a first to-be-compared queuing client that is one bit before the target client in the queuing list;
the first judging unit is used for judging whether the second waiting time length is smaller than a preset threshold time length or not;
a second determining unit, configured to determine whether the first feedback rate is greater than a second feedback rate of the first to-be-compared queued client if the second waiting duration is smaller than the threshold duration;
and the second inserting unit is used for inserting the target client into front of the first queuing client to be compared if the first feedback rate is greater than the second feedback rate of the first queuing client to be compared, and then calling the first acquiring unit until the position of the target client in the queuing list is not changed.
8. A computer device comprising a memory and a processor, the memory storing a computer program, wherein the processor when executing the computer program performs the steps of the method according to any of claims 1 to 6.
9. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 6.
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