CN110648060A - Method for automatically allocating tasks to customer service - Google Patents
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- CN110648060A CN110648060A CN201910889155.8A CN201910889155A CN110648060A CN 110648060 A CN110648060 A CN 110648060A CN 201910889155 A CN201910889155 A CN 201910889155A CN 110648060 A CN110648060 A CN 110648060A
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Abstract
The invention provides a method for automatically allocating tasks to customer services, which comprises the following steps: presetting a personnel grouping rule, grouping all the customer service units, and setting labels for each group and the customer service units in each group; an operation platform management interface establishes an emergency degree judgment model of a task event; the operation platform management interface receives the task event and analyzes the task event according to the urgency degree judgment model; distributing the task events to different customer service groups according to preset distribution rules, and then finely distributing the task events to specific customer service personnel of the customer service groups according to the login state and whether the online is in a busy state; and according to the task processing and scoring model, scoring the customer service units after the events are processed, and then redistributing the customer service units according to the values. The invention ensures that the task has good conformity with the customer service processing capacity, the task allocation is more efficient and rapid, and the allocated task can be properly processed.
Description
Technical Field
The invention relates to the field of customer service assignment tasks, in particular to a method for automatically assigning tasks to customer services.
Background
In an automation project, it is generally desirable to realize automation when executing tasks, so that the system can automatically complete each task. The automation requirement is reduced or even no human intervention is required, so that the labor can be saved.
The main line of the automation project is based on tasks, and comprises the following steps: the method comprises the steps of task generation, task allocation, task scheduling and task execution until the tasks are completed. A main line can be considered as the lifecycle of a task. When a task ends, the main line is considered to be ended. A system implementing such an automation project may be referred to as an automation task system, which may be viewed as a system that controls the life cycle of a task.
In a customer service system, task allocation and scheduling are very important, and how to ensure that tasks can be reasonably and efficiently allocated to the hands of customer service staff under the condition that the capacities of the customer service staff are different is provided.
Disclosure of Invention
Objects of the invention
In order to solve the technical problems in the background art, the invention provides a method for automatically allocating tasks to customer service, so that the tasks have good fitness with the customer service processing capacity, the tasks are allocated more efficiently and quickly, and the allocated tasks can be processed properly.
(II) technical scheme
In order to solve the above problems, the present invention provides a method for automatically allocating tasks to customer services, comprising the following steps:
s1, presetting a personnel grouping rule, grouping all the customer service units, and setting labels for each group and the customer service units in each group;
s2, establishing an emergency degree judgment model of the task event by the operation platform management interface;
s3, receiving the task event by the operation platform management interface, and analyzing the task event according to the urgency degree judgment model;
s4, distributing the task event to different customer service groups according to a preset distribution rule, and then subdividing the task event to specific customer service personnel of the customer service groups according to the login state and whether the online is in a busy state;
and S5, scoring the customer service units after the events are processed according to the task processing scoring model, and redistributing the customer service units according to the scores.
Preferably, in S1, the setting of the customer service unit grouping rule includes the steps of:
s11, sequencing all the customer service units according to the grade; and dividing the mixture into three groups according to the grade, namely, A group, B group and C group;
s12, setting labels for all the customer service units in the group A, the group B and the group C in a one-to-one correspondence manner; namely A1, A2 and A3 …; b1, B2, B3 …; c1, C2, C3 …; each customer service unit group receives tasks with different interval scores;
and S13, setting the new customer service unit in the group C.
Preferably, in S2, the urgency level determination model for the task event is set according to the throughput threshold and the degree of emergency of the event, and the urgency level determination model corresponding to the throughput threshold and the degree of emergency of the event being higher analyzes and determines that the event is more urgent.
Preferably, in S4, the allocation rule is that the operation platform management interface analyzes the received task, gives a specific score to the event task in combination with the throughput threshold and the emergency degree of the event, and allocates the task to the customer service unit group in the designated interval according to the score.
Preferably, in S4, the detailed service personnel giving details of the login status and whether the online service group is busy is to assign the task to the specified service unit group through the operation platform management interface, and assign the task preferentially to the service unit that is idle online, when all the service units are in online busy status, the circulation matching is performed according to the label sorting of the service units in the group, and when the account number of the service unit with a certain label is login, the circulation matching process is automatically skipped.
Preferably, in S5, the task processing scoring model is to score the service condition of the customer service handling event for the user, where a higher score indicates that the efficiency of the customer service unit in handling the event is higher, and the score of the task processing scoring model is matched with the group a, the group B, and the group C, that is, the higher score is ranked in the group a, and the task with a higher processing amount threshold and a higher emergency degree of the event is handled.
Preferably, the customer service units of the groups A, B and C are provided with corresponding compensation reward systems, that is, the higher the compensation of the customer service units of the group A is.
The technical scheme of the invention has the following beneficial technical effects: and automatically distributing the event to the customer service according to the handling capacity threshold value and by combining the emergency degree and the login state of the event. And setting a threshold value for processing the event according to the emergency degree of the event by the customer service on the management interface of the operation platform. The method is characterized in that when a new event is created, according to the emergency degree of the event, the threshold value of the processing capacity and the login state of the customer service, the saturation of the event processed by the customer service is calculated in real time, the new event is automatically distributed to the customer service with the lowest saturation, the task and the processing capacity of the customer service are well matched, the task distribution is more efficient and rapid, the distributed task can be properly processed, and in addition, according to the set salary reward system and redistribution, the customer service staff have good working state and the effect of continuously improving the self-ability.
Drawings
Fig. 1 is a schematic flow chart of a method for automatically assigning tasks to customer services according to the present invention.
Fig. 2 is a schematic flow chart of a customer service unit grouping rule in a method for automatically assigning tasks to customer services according to the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention will be described in further detail with reference to the accompanying drawings in conjunction with the following detailed description. It should be understood that the description is intended to be exemplary only, and is not intended to limit the scope of the present invention. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present invention.
As shown in fig. 1 and 2, the method for automatically assigning tasks to customer services according to the present invention comprises the following steps:
s1, presetting a personnel grouping rule, grouping all the customer service units, and setting labels for each group and the customer service units in each group;
s2, establishing an emergency degree judgment model of the task event by the operation platform management interface;
s3, receiving the task event by the operation platform management interface, and analyzing the task event according to the urgency degree judgment model;
s4, distributing the task event to different customer service groups according to a preset distribution rule, and then subdividing the task event to specific customer service personnel of the customer service groups according to the login state and whether the online is in a busy state;
and S5, scoring the customer service units after the events are processed according to the task processing scoring model, and redistributing the customer service units according to the scores.
In an alternative embodiment, the step of setting the customer service unit grouping rule in S1 includes the steps of:
s11, sequencing all the customer service units according to the grade; and dividing the mixture into three groups according to the grade, namely, A group, B group and C group;
s12, setting labels for all the customer service units in the group A, the group B and the group C in a one-to-one correspondence manner; namely A1, A2 and A3 …; b1, B2, B3 …; c1, C2, C3 …; each customer service unit group receives tasks with different interval scores;
and S13, setting the new customer service unit in the group C.
In an alternative embodiment, in S2, the urgency level determination model for the task event is set according to the throughput threshold and the degree of emergency of the event, and the corresponding urgency level determination model for the throughput threshold and the degree of emergency of the event is analyzed to determine that the event is more urgent.
In an alternative embodiment, in S4, the assignment rule analyzes the received task for the operation platform management interface, gives a specific score to the event task in combination with the throughput threshold and the emergency degree of the event, and assigns the task to the customer service unit group in the designated section according to the score.
In an alternative embodiment, in S4, the login status and whether the online service group is busy are subdivided into specific service persons, which are assigned to the service group through the operation platform management interface, and the tasks are preferentially assigned to the service units that are idle online, when all the service units are busy online, the loop matching is performed according to the tag ordering of the service units in the group, and when the account number of the service unit with a tag is logged in, the loop matching process is automatically skipped.
In an alternative embodiment, in S5, the task processing scoring model is to score the service condition of the customer service handling event for the user, where a higher score indicates that the efficiency of the customer service unit in handling the event is higher, and the score of the task processing scoring model is matched with the groups a, B, and C, that is, the higher score is ranked in the group a, and the task with a higher processing amount threshold and a higher emergency degree of the event is handled.
In an alternative embodiment, the customer service units of group a, group B and group C are provided with respective compensation reward systems, i.e. the higher the compensation made by the customer service units of group a.
The invention relates to a method for automatically distributing events to customer service according to a processing capacity threshold value and by combining the emergency degree and the login state of the events. And setting a threshold value for processing the event according to the emergency degree of the event by the customer service on the management interface of the operation platform. The method is characterized in that when a new event is created, according to the emergency degree of the event, the threshold value of the processing capacity and the login state of the customer service, the saturation of the event processed by the customer service is calculated in real time, the new event is automatically distributed to the customer service with the lowest saturation, the task and the processing capacity of the customer service are well matched, the task distribution is more efficient and rapid, the distributed task can be properly processed, and in addition, according to the set salary reward system and redistribution, the customer service staff have good working state and the effect of continuously improving the self-ability.
It is to be understood that the above-described embodiments of the present invention are merely illustrative of or explaining the principles of the invention and are not to be construed as limiting the invention. Therefore, any modification, equivalent replacement, improvement and the like made without departing from the spirit and scope of the present invention should be included in the protection scope of the present invention. Further, it is intended that the appended claims cover all such variations and modifications as fall within the scope and boundaries of the appended claims or the equivalents of such scope and boundaries.
Claims (7)
1. A method for automatically assigning tasks to customer services, comprising the steps of:
s1, presetting a personnel grouping rule, grouping all the customer service units, and setting labels for each group and the customer service units in each group;
s2, establishing an emergency degree judgment model of the task event by the operation platform management interface;
s3, receiving the task event by the operation platform management interface, and analyzing the task event according to the urgency degree judgment model;
s4, distributing the task event to different customer service groups according to a preset distribution rule, and then subdividing the task event to specific customer service personnel of the customer service groups according to the login state and whether the online is in a busy state;
and S5, scoring the customer service units after the events are processed according to the task processing scoring model, and redistributing the customer service units according to the scores.
2. The method of claim 1, wherein the step of setting the service element grouping rule at S1 comprises the steps of:
s11, sequencing all the customer service units according to the grade; and dividing the mixture into three groups according to the grade, namely, A group, B group and C group;
s12, setting labels for all the customer service units in the group A, the group B and the group C in a one-to-one correspondence manner; namely A1, A2 and A3 …; b1, B2, B3 …; c1, C2, C3 …; each customer service unit group receives tasks with different interval scores;
and S13, setting the new customer service unit in the group C.
3. The method according to claim 1, wherein in S2, the urgency level determination model of task event is set according to the throughput threshold and the degree of emergency, and the corresponding urgency level determination model analysis determines that the event is more urgent when the throughput threshold and the degree of emergency are higher.
4. The method according to claim 1, wherein in S4, the distribution rules analyze the received task for the operation platform management interface, and give specific scores to the event task in combination with the throughput threshold and the emergency degree of the event, and distribute the task to the customer service unit group in the designated section according to the scores.
5. The method of claim 1, wherein in step S4, the specific service person whose login status and online busy status are subdivided into the service group is to divide the task into the designated service unit group through the operation platform management interface, and to preferentially allocate the task to the service unit which is idle online, when all the service units are busy online, the loop matching is performed according to the label sorting order of the service units in the group, and when the account number of the service unit with a certain label is login, the loop matching process is automatically skipped.
6. The method of claim 1, wherein in S5, the task processing score model is used for scoring the service condition of the customer service handling event by the user, wherein a higher score indicates a higher efficiency of the customer service unit in handling the event, and the score of the task processing score model matches the group a, the group B, and the group C, i.e., a higher score indicates that the group a has a higher processing load threshold and a higher emergency degree for the event.
7. The method of claim 1, wherein the group A, group B and group C service units are provided with a respective compensation reward system, such that the higher the compensation provided by the group A service units.
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| CN113360627A (en) * | 2021-07-06 | 2021-09-07 | 北京容联七陌科技有限公司 | Online customer service real-time distribution method and system |
| WO2022009073A1 (en) * | 2020-07-09 | 2022-01-13 | International Business Machines Corporation | Dispatching tasks and data using multi-access edge computing |
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