CN110740218B

CN110740218B - Call request processing method, processing device, electronic equipment and medium

Info

Publication number: CN110740218B
Application number: CN201911014732.5A
Authority: CN
Inventors: 张昊翔
Original assignee: JD Digital Technology Holdings Co Ltd
Current assignee: Jingdong Technology Holding Co Ltd
Priority date: 2019-10-23
Filing date: 2019-10-23
Publication date: 2021-07-09
Anticipated expiration: 2039-10-23
Also published as: CN110740218A

Abstract

The present disclosure provides a method for processing a call request, including: in response to obtaining a first call request from a first communication channel, determining whether an agent exists in the plurality of agents for processing the first call request; under the condition that the plurality of agents are determined not to exist, accessing a traffic platform to acquire working states of the plurality of agents from the traffic platform, wherein the traffic platform is used for receiving a second call request from a second communication channel and controlling the plurality of agents to process the second call request according to the working states of the plurality of agents; under the condition that the fact that the agents with working states meeting preset conditions exist in the plurality of agents is determined, determining a specific agent for processing a first call request from the plurality of agents; sending state switching information to a telephone traffic platform to switch the working state of a specific seat so that the specific seat can process a first call request; and sending the first call request to the specific agent. The disclosure also provides a processing device, an electronic device and a storage medium.

Description

Call request processing method, processing device, electronic equipment and medium

Technical Field

The present disclosure relates to the field of electronic technologies, and in particular, to a method and an apparatus for processing a call request, an electronic device, and a medium.

Background

The customer service center is a bridge for communication between enterprises and users, so that customer service personnel can accurately and efficiently meet the individual requirements of customers. In the related art, a customer service center may generally include a traffic platform and a plurality of agents, and a call request (e.g., 400 calls) from a user is assigned to a specific agent by the traffic platform so that the call request is responded to by the agent. The telephone service platform usually uses CTI (Computer Telephony Integration) technology to implement its functions. With the development of internet technology, some internet-based customer service centers have appeared, such as customer service centers that handle call requests for video calls, voice, WeChat, and so on. It is common today to have a batch of agents handling call requests for e.g. 400 phones and a batch of agents handling call requests from the internet.

In implementing the disclosed concept, the inventors found that there are at least the following problems in the related art: the customer service center has a high investment cost and low processing efficiency.

Disclosure of Invention

In view of the above, the present disclosure provides a method and an apparatus for processing a call request, an electronic device, and a medium.

One aspect of the present disclosure provides a method for processing a call request, including: in response to obtaining a first call request from a first communication channel, determining whether an agent exists in the plurality of agents for processing the first call request; under the condition that the plurality of agents are determined not to exist, accessing a traffic platform to acquire working states of the plurality of agents from the traffic platform, wherein the traffic platform is used for receiving a second call request from a second communication channel and controlling the plurality of agents to process the second call request according to the working states of the plurality of agents; under the condition that the fact that the agents with working states meeting preset conditions exist in the plurality of agents is determined, determining a specific agent for processing a first call request from the plurality of agents; sending state switching information to a telephone traffic platform to switch the working state of a specific seat so that the specific seat can process a first call request; and sending the first call request to the specific agent.

According to an embodiment of the present disclosure, determining whether an agent for processing the first call request exists among the plurality of agents comprises: accessing the telephone traffic platform, and acquiring working states of a plurality of seats from the telephone traffic platform, wherein the working states at least comprise a ready state, a busy-incoming state and a busy-talking state, the ready state indicates that the seat is idle, the busy-incoming state indicates that the seat can process a first call request, and the busy-talking state indicates that the seat is processing a second call request; under the condition that an agent in a busy-incoming state exists in a plurality of agents, determining whether the number of tasks being processed by the agent in the busy-incoming state reaches a preset peak value or not; and determining that an agent for processing the first call request exists in the case that it is determined that the number of tasks being processed by at least one agent does not reach the preset peak value.

According to the embodiment of the disclosure, the processing priority of the second call request is higher than that of the first call request, and the state information meeting the preset condition includes: there is an agent in a ready state among the plurality of agents and there is no pending second call request.

According to an embodiment of the present disclosure, the method further includes adding the call request to a first queue in response to receiving the call request from the first communication channel, the first queue being used for storing pending call requests, the obtaining the first call request from the first communication channel includes: in response to reading the first call request from the first queue.

According to an embodiment of the present disclosure, the first queue includes a synchronous sub-queue and an asynchronous sub-queue, and adding the first call request to the first queue includes: determining the type of a first call request, wherein the type of the first call request comprises a synchronous call request and an asynchronous call request; adding the first call request into a synchronous sub-queue in the case that the first call request is a synchronous call request; and in the event that the first call request is an asynchronous call request, adding the first call request to the asynchronous subqueue.

According to an embodiment of the present disclosure, reading the first call request from the first queue includes: determining the processing priority of the synchronous call request and the asynchronous call request; and reading the first call request from the synchronous sub-queue or the asynchronous sub-queue based on the processing priority.

According to an embodiment of the present disclosure, the method further includes determining a waiting status of each pending call request in the first queue; and adjusting the processing priority based on the wait state.

According to the embodiment of the disclosure, the method further comprises determining whether an overflow policy for the first call request exists in the absence of an agent whose working state meets a preset condition; and under the condition that the overflow policy exists, adjusting the processing of the first call request by the first agent group to the processing by the second agent group according to the overflow policy so as to process the first call request by the agents in the second agent group, wherein the agents in the agent group comprise a plurality of agents.

Another aspect of the present disclosure provides a call request processing apparatus, including: the first determination module is used for responding to the first call request obtained from the first communication channel and determining whether an agent for processing the first call request exists in the agents; the obtaining module is used for accessing the telephone traffic platform under the condition that no seat exists so as to obtain the working states of a plurality of seats from the telephone traffic platform, wherein the telephone traffic platform is used for receiving a second call request from a second communication channel and controlling the plurality of seats to process the second call request according to the working states; the second determining module is used for determining a specific seat for processing the first call request from the plurality of seats under the condition that the seats with working states meeting the preset conditions exist; the first sending module is used for sending state switching information to the telephone traffic platform so as to switch the working state of a specific seat, and the specific seat is used for processing the first call request but not processing the second call request; and the second sending module is used for sending the first call request to the specific seat.

Another aspect of the present disclosure provides an electronic device including: one or more processors; a storage device to store one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method of any of the above.

Another aspect of the present disclosure provides a computer-readable storage medium storing computer-executable instructions for implementing the method as described above when executed.

Another aspect of the disclosure provides a computer program comprising computer executable instructions for implementing the method as described above when executed.

According to the embodiment of the disclosure, the problems of high cost investment and low processing efficiency of the customer service center can be at least partially solved, and therefore, the technical effects of reducing the cost investment of the customer service center and improving the processing efficiency can be achieved.

Drawings

The above and other objects, features and advantages of the present disclosure will become more apparent from the following description of embodiments of the present disclosure with reference to the accompanying drawings, in which:

fig. 1 schematically illustrates an exemplary system architecture to which a processing method of a call request may be applied, according to an embodiment of the present disclosure;

fig. 2 schematically shows a flow chart of a method of processing a call request according to an embodiment of the present disclosure;

figure 3 schematically illustrates a flow chart of a method of determining whether an agent of a plurality of agents is present for handling a first call request according to an embodiment of the disclosure;

FIG. 4 schematically illustrates a flow chart of a method of reading a first call request from a first queue according to an embodiment of the disclosure;

FIG. 5 schematically illustrates a flow diagram of a processing method according to another embodiment of the disclosure;

FIG. 6 schematically shows a flow chart of a processing method according to another embodiment of the present disclosure;

FIG. 7 schematically illustrates a workflow diagram of an agent according to an embodiment of the disclosure;

fig. 8 schematically shows a flow chart of a method of processing a synchronous call request from the internet by a control platform according to an embodiment of the present disclosure;

FIG. 9 schematically illustrates a flow chart of a method of processing asynchronous call requests from the Internet by a control platform according to an embodiment of the disclosure;

fig. 10 schematically shows a block diagram of a processing device of a call request according to an embodiment of the present disclosure; and

FIG. 11 schematically shows a block diagram of an electronic device according to an embodiment of the disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. 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 disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.). Where a convention analogous to "A, B or at least one of C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B or C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).

The embodiment of the disclosure provides a method for processing a call request. The call request processing method can be applied to a customer service center, for example. The customer service center may include, for example, a traffic platform, a plurality of agents, and a control platform. The processing method may be performed, for example, by the control platform. The processing method can comprise the following steps: in response to obtaining a first call request from a first communication channel, determining whether an agent exists in the plurality of agents for processing the first call request; under the condition that the plurality of agents are determined not to exist, accessing a traffic platform to acquire working states of the plurality of agents from the traffic platform, wherein the traffic platform is used for receiving a second call request from a second communication channel and controlling the plurality of agents to process the second call request according to the working states of the plurality of agents; under the condition that the fact that the agents with working states meeting preset conditions exist in the plurality of agents is determined, determining a specific agent for processing a first call request from the plurality of agents; sending state switching information to a telephone traffic platform to switch the working state of a specific seat so that the specific seat can process a first call request; and sending the first call request to the specific agent.

Fig. 1 schematically illustrates an exemplary system architecture 100 to which a method of processing a call request may be applied, according to an embodiment of the disclosure. It should be noted that fig. 1 is only an example of a system architecture to which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.

As shown in fig. 1, a system architecture 100 according to this embodiment may include

terminal devices

101, 102, a CTI traffic platform 103, a control platform 104, and a plurality of agents 105. The CTI traffic platform 103 may be used, for example, to receive 400 telephone call requests and distribute the call requests from the 400 telephone to one of the plurality of agents 105 according to distribution rules stored in the CTI traffic platform. The control platform 104 may, for example, receive a call request from the internet and assign the call request from the internet to one of the plurality of agents 105 according to a processing method of the call request in the control platform 104.

A user may use terminal device 101 to dial a number and place a call to the CTI traffic platform. The terminal device 101 may be any electronic device having a function of making a call, and may be a mobile phone, a fixed phone, or the like.

The user may use the terminal device 102 to send an http network signal, which may be, for example, a video call, a voice call, a chat message, etc., to the control platform 104. Terminal device 102 may be a variety of electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablets, laptop portable computers, desktop computers, and the like.

According to embodiments of the present disclosure, in the related art, the CTI traffic platform may be provided by a hardware vendor, and a state mechanism of an agent is generally included in the CTI traffic platform provided by the hardware vendor. For example, the state mechanism may include an operational state of the agent, which may include, for example, a ready state, a busy-talk state, and a busy-little state. Wherein the ready state indicates that the agent is idle and there are no tasks being processed, the busy-talk state indicates that the agent is processing a call request from a 400-phone, and the busy-little-hang state indicates that the agent is on-hook and processing the last received task of the call request.

In order to implement the call request processing method according to the embodiment of the present disclosure, a new working state may be added on the basis of the working state of the agent provided by the CTI traffic platform, and the new working state may be, for example, a busy-incoming state. When an agent is in the busy-line state, it indicates that the agent may be used to process call requests from the internet, or that the agent is processing call requests from the internet.

It should be understood that the status mechanism may be different for different hardware vendors and the names of the working statuses of the agent may be different, and those skilled in the art may understand that the ready status, the busy-call status, and the busy-minor status are only one type of indicator of the status of the agent, and those skilled in the art may also mark the different statuses of the agent with other indicators. Similarly, the busy-line status is simply a marker that indicates that an agent may be used to process call requests from the internet, or that the agent is processing call requests from the internet, and other markers may be used by those skilled in the art.

It should be noted that the call request processing method provided by the embodiment of the present disclosure may be generally executed by the control platform 104. Accordingly, the call request processing device provided by the embodiment of the present disclosure may be generally disposed in the control platform 104.

It should be understood that the number of terminal devices in fig. 1 is merely illustrative. There may be any number of terminal devices, as desired for implementation.

Fig. 2 schematically shows a flow chart of a method of processing a call request according to an embodiment of the present disclosure.

As shown in fig. 2, the method may include operations S210 to S250.

In operation S210, in response to acquiring the first call request from the first communication channel, it is determined whether an agent for processing the first call request exists among the plurality of agents.

According to an embodiment of the present disclosure, the first communication channel may be, for example, an internet channel, and the first call request may be, for example, a video request transmitted through an internet http protocol, a voice request, or also chat information, mail, or the like.

According to the embodiment of the present disclosure, for example, when there is an agent in the plurality of agents whose current operating state is the same as the preset operating state, it may be determined that an agent for processing the first call request exists in the plurality of agents. The preset working state refers to the working state of an agent capable of processing a call request from an internet channel. Specifically, for example, the operation status of the agent may be busy-incoming status, and the agent may be used to process a call request from an internet channel. Fig. 3 depicts a method for determining whether an agent exists in a plurality of agents for processing a first call request according to another embodiment of the present disclosure, which is not described herein again.

In operation S220, in case that it is determined that no agent exists in the plurality of agents, accessing the traffic platform to obtain operating states of the plurality of agents from the traffic platform, wherein the traffic platform is configured to receive a second call request from the second communication channel and control the plurality of agents to process the second call request according to the operating states of the plurality of agents.

According to embodiments of the present disclosure, the traffic platform may be a CTI traffic platform dedicated to receiving dial-up phones, such as 400 phones.

The second communication channel may include, for example, sending the second call request to a switch of the hardware vendor by the carrier, the switch sending the second call request to the CTI traffic platform.

In operation S230, in a case where it is determined that there is an agent whose operation state satisfies a preset condition among the plurality of agents, a specific agent for processing the first call request is determined from the plurality of agents.

According to the embodiment of the present disclosure, the seat whose working state satisfies the preset condition may be, for example, a seat whose working state is a ready state.

According to the embodiment of the present disclosure, for example, one agent may be selected from a plurality of agents whose working states are ready states according to a preset rule as a specific agent for processing the first call request. The preset rule may be, for example, that if there are a plurality of ready-state agents, the agent in the ready state for the longest time is taken as the specific agent, or that one agent is randomly selected from the plurality of ready-state agents as the specific agent, or that the agent with the highest processing efficiency in the ready state is taken as the specific agent.

According to an embodiment of the present disclosure, the processing priority of the second call request may be higher than the processing priority of the first call request. The state information meeting the preset condition in this embodiment may include that there is an agent in a ready state among the plurality of agents and there is no pending second call request.

In operation S240, state switching information is sent to the traffic platform to switch the operating state of the specific agent so that the specific agent can be used to process the first call request.

For example, the state switching information for switching the working state of a specific agent to the busy-incoming state may be sent to the traffic platform, so that the specific agent may process the first call request, and the CTI traffic platform is prevented from sending a task for processing the second call request to the specific agent.

In operation S250, a first call request is transmitted to a specific agent.

According to the embodiment of the disclosure, the method for processing the call request obtains the current working state of each seat stored in the CTI telephone traffic platform, determines the specific seat from the seats meeting the preset conditions, and sends the information for switching the working state of the specific seat to the CTI telephone traffic platform, so that the specific seat is used for processing the call request from the Internet, and the integration processing of the call request from the telephone and the call request from the Internet is realized. When there is an idle agent, the agent can be used to process call requests from the internet, rather than just waiting to process call requests from the phone, thereby saving the cost of the customer service center and increasing processing efficiency.

Fig. 3 schematically shows a flowchart of a method of determining whether an agent for processing a first call request is present in a plurality of agents at operation S210 according to an embodiment of the present disclosure.

As shown in fig. 3, the method may include operations S211 to S213.

In operation S211, the traffic platform is accessed, and working states of a plurality of agents are obtained from the traffic platform, where the working states at least include a ready state, a busy-incoming state and a busy-incoming state, the ready state indicates that the agent is idle, the busy-incoming state indicates that the agent is configured to process a first call request, and the busy-incoming state indicates that the agent is processing a second call request.

The operation state of accessing the traffic platform and obtaining the plurality of agents from the traffic platform is similar to the operation described in operation S220, and is not described herein again.

In operation S212, in a case where there is an agent in the busy-incoming state among the plurality of agents, it is determined whether the number of tasks being processed by the agent in the busy-incoming state reaches a preset peak value.

According to the embodiment of the disclosure, the peak value of the number of tasks that different agents can process at the same time is different.

For example, the number of tasks that an agent can handle simultaneously for different call requests varies. Specifically, for example, for a call request requiring real-time processing, such as a video call, a voice call, and the like, one agent may process 1 simultaneously, and the preset peak value may be 1. For example, for a call request that does not need to be processed in real time, such as a mail, a short message, a chat message, etc., one agent may process N (N is an integer greater than 0) simultaneously, and the preset peak value may be N.

According to the embodiment of the disclosure, the agents can be divided into different levels, and the number of tasks which can be simultaneously processed by the agents in different levels is different.

In operation S213, in case it is determined that there is at least one agent that the number of tasks being processed does not reach the preset peak value, it is determined that there is an agent for processing the first call request.

According to the embodiment of the disclosure, for example, the first call request may be a call request that does not need to be processed in real time, it is determined whether the number of tasks being processed by the agent in the busy-line state reaches the preset peak value N, and the first call request is allocated to the agent that does not reach the preset peak value N.

According to another embodiment of the present disclosure, the method for processing a call request may further include, on the basis of operations S210 to S250 described in fig. 2, operations of: in response to receiving a call request from a first communication channel, the call request is added to a first queue, the first queue being used to store pending call requests. This operation may be performed, for example, before operation S210. In this embodiment, operation S210 includes: in response to reading the first call request from the first queue.

According to an embodiment of the present disclosure, a second call request, such as a 400 phone call, that needs to be processed via the CTI traffic platform may be queued in a second queue for processing by the CTI traffic platform, while a first call request from the internet may be queued in a first queue for processing by the control platform. The control platform may, for example, retrieve the first call request queued first from the first queue.

According to an embodiment of the present disclosure, the first queue may include a synchronous sub-queue and an asynchronous sub-queue. Adding the first call request to the first queue may include: a type of the first call request is determined, which may include synchronous call requests and asynchronous call requests. The synchronous call request may be a call request that needs to be processed in real time, such as a video call, a voice call, and the like, and the asynchronous call request may be a call request that does not need to be processed in real time, such as an email, a chat message, and the like. The first call request is added to the synchronous sub-queue in the case where the first call request is a synchronous call request, and is added to the asynchronous sub-queue in the case where the first call request is an asynchronous call request.

According to the embodiment of the disclosure, the synchronous call request and the asynchronous call request are respectively queued in different queues, so that the customer service center can more flexibly process the call request, for example, which call request is preferentially processed can be decided according to the processing priorities of the synchronous call request and the asynchronous call request.

According to the embodiment of the present disclosure, a person skilled in the art may set the processing priorities of the synchronous call request and the asynchronous call request in the control platform, and read the first call request from the synchronous sub-queue or the asynchronous sub-queue according to the processing priorities to preferentially process the call request with higher priority.

Fig. 4 schematically illustrates a flow chart of a method of reading a first call request from a first queue according to an embodiment of the disclosure.

As shown in fig. 4, the method may include operations S410 to S420.

In operation S410, processing priorities of the synchronous call request and the asynchronous call request are determined. For example, the control platform may read configuration information from a memory or a hard disk, where the configuration information may include processing priorities of synchronous call requests and asynchronous call requests.

In operation S420, a first call request is read from the synchronous sub-queue or the asynchronous sub-queue based on the processing priority.

If the processing priority of the synchronous call request is higher than that of the asynchronous call request, the first call request is read from the synchronous sub-queue, and when the first call request does not exist in the synchronous sub-queue, the first call request is read from the asynchronous sub-queue.

And if the processing priority of the synchronous call request is lower than that of the asynchronous call request, reading the first call request from the asynchronous sub-queue, and if the first call request does not exist in the asynchronous sub-queue, reading the first call request from the synchronous sub-queue.

In the embodiment described in fig. 4, the information processing method may further include the operation described in fig. 5 on the basis of operations S210 to S250.

FIG. 5 schematically shows a flow chart of a processing method according to another embodiment of the disclosure.

As shown in fig. 5, the processing method may include operations S510 and S520. Operations S510 and S520 may be performed, for example, before operation S210.

In operation S510, a waiting status of each pending call request in the first queue is determined.

According to an embodiment of the present disclosure, as in the above description, the first queue may include a synchronous sub-queue or an asynchronous sub-queue. The synchronous sub-queue stores synchronous call requests to be processed, and the asynchronous sub-queue stores asynchronous call requests to be processed.

The waiting status of the call request may be, for example, the waiting time of the call request, the proportion of synchronous and asynchronous sub-queue call requests processed, and the like.

Specifically, for example, 3 video call requests are stored in the synchronous sub-queue, and 1 chat message call request is stored in the asynchronous sub-queue. The first ranked video call request has been waiting for 5 seconds, for example, while the chat message call request has been waiting for 10 minutes.

In operation S520, the priority is adjusted based on the waiting state.

According to an embodiment of the present disclosure, for example, the configuration information of the control platform indicates that the priority of the synchronous call request is higher than that of the asynchronous call request, and in a general case, the control platform preferentially processes the synchronous call request. However, in the case where the wait state satisfies the preset state, the control platform may adjust the processing priority. For example, in the above scenario, the waiting time of the call request of the chat message is longer than the preset time, and the waiting time of the call request of the video call is shorter, the processing priority can be automatically adjusted to be lower than the processing priority of the synchronous call request than the asynchronous call request.

FIG. 6 schematically shows a flow chart of a processing method according to another embodiment of the disclosure.

As shown in fig. 6, the method may further include operations S610 and S620 on the basis of operations S210 to S250 shown in fig. 2.

In operation S610, in the absence of an agent whose operating state satisfies a preset condition, it is determined whether an overflow policy for the first call request exists.

According to the embodiment of the disclosure, all the agents of the customer service center may be divided into a plurality of agent groups, for example, and the overflow policy may be to transfer the first call request to other agent groups for processing in the case that no agent with a working state meeting a preset condition exists in the agent group responsible for processing the first call request.

In operation S620, in the presence of the overflow policy, the first call request is adjusted to be processed by the second agent group by the first agent group processing according to the overflow policy, so as to be processed by the agents in the second agent group, wherein the agents include a plurality of agents.

For example, the overflow policy may be to forward the first call request to an agent in the second agent group for processing if there is no agent in the first agent group whose working state meets the preset condition. In the event that the first call request cannot be processed by the first agent group, the first call request is processed by an agent in the second agent group.

Figure 7 schematically illustrates a workflow diagram of an agent according to an embodiment of the disclosure.

As depicted in FIG. 7, the agent' S workflow may include operations S701-S710.

In operation S701, the agent is in a ready state, which indicates that the agent is idle.

In operation S702, it is determined whether there is a 400 incoming telephone line. If there is a 400 incoming telephone line, operation S703 may be performed. If there is no 400 incoming telephone line, operation S709 may be performed.

In operation S703, the agent receives a task of answering a 400 call. The agent may be set to busy-talk state by the CTI traffic platform, for example.

In operation S704, the agent determines whether to accept the task. If the agent accepts the task, operation S705 may be performed, and if the agent does not accept the task, operation S708 may be performed.

In operation S705, the agent processes the task.

In operation S706, the agent communicates with the customer and processes follow-up things. The follow-up matter can be, for example, recording and reporting the problem fed back by the client to the relevant department.

In operation S707, the agent may determine whether to automatically set to a ready state according to a preset setting. If the agent is set to auto-ready, operation S702 is returned to, and if the agent cannot auto-ready, operation S708 may be performed.

In operation S708, the agent takes a rest, and waits for a human to set the agent to a ready state. For example, the agent may be set to the ready state by the corresponding customer service.

In operation S709, if there is no 400 telephone line, the agent status is successfully switched to the busy-line status by the CTI traffic platform, then operation S710 may be performed.

In operation S710, the agent receives the assigned processing task.

According to the embodiment of the present disclosure, in the workflow of the agent shown in fig. 7, after the agent processes a task of completing a call request, the agent can be automatically set to the ready state, and in the case that the agent is automatically set to the ready state, the agent is switched to the busy-in system without a 400 phone incoming line, so in this embodiment, the processing priority of the 400 phone is greater than the priority of the call request from the internet.

Fig. 8 and 9 schematically illustrate process flow diagrams of a control platform corresponding to the agent shown in fig. 7, according to an embodiment of the disclosure.

Fig. 8 schematically shows a flow chart of a method for processing a synchronous call request from the internet by a control platform according to an embodiment of the present disclosure.

As shown in fig. 8, the processing method may include operations S801 to S811.

In operation S801, the control platform receives a synchronous call request from an internet channel. The synchronous call request may be a call request that requires real-time processing, a call request that cannot generally be delayed in processing. The synchronous call request may be, for example, a video call, a voice call, etc.

In operation S802, the synchronous call request is queued in a synchronous sub-queue.

In operation S803, a call request in the synchronization sub-queue is acquired, and a seat group to process the call request is determined. Specifically, the agent groups may be grouped according to geographic region, for example, the beijing agent group is responsible for call requests from beijing, and the tianjin agent group is responsible for call requests from tianjin. For example, if the source of the call request is the IP address of beijing, the agent group for processing the call request is determined to be the beijing agent group.

In operation S804, it is determined whether there is an agent in the beijing agent group that is in the busy-incoming state and the number of tasks being processed does not reach the first peak. If it is determined that there is an agent that is in the busy-line status and the number of tasks being processed does not reach the first peak value, operation S805 may be performed, and if there is no agent that is in the busy-line status and the number of tasks being processed does not reach the first peak value, operation S808 may be performed.

In operation S805, a specific agent is determined from agents that are in the busy-incoming state and the number of tasks being processed does not reach the first peak, and the specific agent is rung. According to an embodiment of the present disclosure, processing cannot generally be delayed for a synchronous call request, and the first peak may be set to 1.

In operation S806, it is determined whether the task is accepted by a specific agent. In the case where it is determined that the task is accepted by the specific agent, operation S807 is performed. If it is determined that the task is not accepted by the specific agent, operation S808 is performed.

In operation S807, the control platform prepares to receive a next call request from the internet.

In operation S808, it is determined whether there is an agent in a ready state among the plurality of agents. If there is an agent in a ready state among the plurality of agents, operation S810 may be performed, and if there is no agent in a ready state among the plurality of agents, operation S809 may be performed.

In operation S809, it is determined whether an overflow policy exists, and in case of the existence of the overflow policy, operation S803 of re-determining the agent group to process the call request may be performed. For example, when the call request is not processed in the Beijing agent group, the call request is forwarded to the Tianjin agent group for processing. In case there is no overflow policy, operation S802 may be performed, that is, the call request is put into the queue again to wait for processing.

In operation S810, the control platform sends a state switching message to the CTI traffic platform, and switches the state of the specific agent from the ready state to the busy-incoming state.

In operation S811, the specific agent is rung, and the call request is answered by the specific agent.

Fig. 9 schematically shows a flow chart of a method for processing asynchronous call requests from the internet by the control platform according to an embodiment of the disclosure.

As shown in fig. 9, the processing method may include operations S901 to S911.

In operation S901, the control platform receives an asynchronous call request from an internet channel. Asynchronous call requests may be call requests that do not require real-time processing, and call requests that may have processing delays. The asynchronous call request may be, for example, mail, chat messages, and the like.

In operation S902, the asynchronous call request is added to an asynchronous subqueue for queuing.

In operation S903, a call request in the asynchronous subqueue is obtained, and an agent group for processing the call request is determined. Specifically, the agent groups may be grouped according to geographic region, for example, the beijing agent group is responsible for call requests from beijing, and the tianjin agent group is responsible for call requests from tianjin. For example, if the source of the call request is the IP address of beijing, the agent group for processing the call request is determined to be the beijing agent group.

In operation S904, it is determined whether there is an agent in the beijing agent group that is in the busy-incoming state and the number of tasks being processed does not reach the second peak. If it is determined that there is an agent that is in the busy-line status and the number of tasks being processed does not reach the second peak, operation S905 may be performed. If it is determined that there is no agent in the busy-incoming state and the number of tasks being processed does not reach the second peak, operation S908 may be performed. The second peak may be larger than the first peak, for example.

In operation S905, a specific agent is determined from agents that are in the busy-incoming state and the number of tasks being processed does not reach the second peak, and a processing task responding to the call request is allocated to the specific agent.

In operation S906, it is determined whether the task is accepted by a specific agent. In the case where it is determined that the specific agent accepts the task, operation S907 is performed. If it is determined that the task is not accepted by the specific agent, operation S908 is performed.

In operation S907, the control platform prepares to receive a next call request from the internet.

In operation S908, it is determined whether there is an agent in a ready state among the plurality of agents. If there is an agent in the ready state among the plurality of agents, operation S910 may be performed, and if there is no agent in the ready state among the plurality of agents, operation S909 may be performed. In disagreement with the FIG. 9 label, a change of the drawing is suggested

In operation S909, it is determined whether an overflow policy exists, and in case it is determined that the overflow policy exists, operation S903, that is, re-determining the agent group that processes the call request, may be performed. For example, when the call request is not processed in the Beijing agent group, the call request is forwarded to the Tianjin agent group for processing. In case it is determined that there is no overflow policy, operation S902 may be performed, that is, the call request is put into the queue again and waits for processing.

In operation S910, the control platform sends a status switching message to the CTI traffic platform, and switches the status of the specific agent from the ready status to the busy-incoming status.

In operation S911, a processing task responding to the call request is allocated to the specific agent.

The processing method of fig. 7 to 9 will be further described below with reference to three scenarios. It is assumed that the customer service center has only one agent.

Scene one: when the seat is in a ready state, the CTI telephone service platform acquires a 400 telephone incoming line and distributes the 400 telephone to the seat. The agent answers the 400 call. And the CTI telephone traffic platform switches the working state of the seat into a busy-call state.

If the CTI traffic platform receives a new incoming 400 telephone line, the new incoming 400 telephone line is added into the second queue. The second queue stores the pending 400 incoming telephone lines.

And if the control platform receives a new video call incoming line, adding the video call incoming line into the synchronous sub-queue for queuing.

Scene two: the seat is in a ready state currently, and no 400 telephone incoming line exists, the control platform acquires a video call incoming line, and informs the CTI telephone traffic platform to switch the seat from the ready state to a busy-incoming line state. The video call incoming line is assigned to the agent. The agent listens to the video call and the status of the agent is still busy-incoming.

If the CTI traffic platform receives a new incoming 400 telephone line, the new incoming 400 telephone line is added into the second queue.

And if the control platform receives a new synchronous call request incoming line at the moment, adding the new synchronous call request incoming line into the synchronous sub-queue for queuing.

Scene three: the agent is currently in a ready state, and chat messages from the internet come in at this time, for example, messages such as QQ and WeChat. The control platform informs the CTI traffic platform to switch the agent from the ready state to the busy-incoming state. The agent accepts the chat message incoming line and the status of the agent is still busy-incoming line status.

And if the control platform receives a new synchronous call request incoming line at the moment, adding the new synchronous call request incoming line into the synchronous sub-queue for queuing. In this scenario, the first peak of tasks processed simultaneously by an agent is 1.

And if the control platform receives a new asynchronous call request incoming line at the moment, distributing the asynchronous call request incoming line for the seat until the task of the asynchronous call request processed by the seat at the same time reaches a second peak value.

It should be understood that, for convenience of understanding by those skilled in the art, the description of the scenario one to the scenario three is only for the purpose of illustrating that there is one agent in the customer service center, and in practical applications, there may be a plurality of agents in the customer service center.

Fig. 10 schematically shows a block diagram of a processing device 1000 of a call request according to an embodiment of the disclosure.

As shown in fig. 10, the processing device 1000 includes a first determining module 1010, an obtaining module 1020, a second determining module 1030, a first transmitting module 1040, and a second transmitting module 1050.

The first determining module 1010, for example, may perform operation S210 described above with reference to fig. 2, for determining whether an agent exists in the plurality of agents for processing the first call request in response to acquiring the first call request from the first communication channel.

The obtaining module 1020, for example, may perform operation S220 described above with reference to fig. 2, and is configured to access a traffic platform to obtain an operating state of the plurality of agents from the traffic platform, where the traffic platform is configured to receive a second call request from a second communication channel and control the plurality of agents to process the second call request according to the operating state, if it is determined that the agent does not exist in the plurality of agents.

The second determining module 1030, for example, may perform operation S230 described above with reference to fig. 2, and is configured to determine a specific agent for processing the first call request from the plurality of agents if it is determined that there is an agent in the plurality of agents whose operating state meets a preset condition.

The first sending module 1040, for example, may perform operation S240 described above with reference to fig. 2, to send a status switching message to the traffic platform to switch the working status of the specific agent, so that the specific agent is used to process the first call request but not to process the second call request.

The second sending module 1050 may, for example, perform operation S250 described above with reference to fig. 2, for sending the first call request to the specific agent.

Any number of modules, sub-modules, units, sub-units, or at least part of the functionality of any number thereof according to embodiments of the present disclosure may be implemented in one module. Any one or more of the modules, sub-modules, units, and sub-units according to the embodiments of the present disclosure may be implemented by being split into a plurality of modules. Any one or more of the modules, sub-modules, units, sub-units according to embodiments of the present disclosure may be implemented at least in part as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in any other reasonable manner of hardware or firmware by integrating or packaging a circuit, or in any one of or a suitable combination of software, hardware, and firmware implementations. Alternatively, one or more of the modules, sub-modules, units, sub-units according to embodiments of the disclosure may be at least partially implemented as a computer program module, which when executed may perform the corresponding functions.

For example, any plurality of the first determining module 1010, the obtaining module 1020, the second determining module 1030, the first transmitting module 1040 and the second transmitting module 1050 may be combined and implemented in one module, or any one of them may be split into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the first determining module 1010, the obtaining module 1020, the second determining module 1030, the first sending module 1040, and the second sending module 1050 may be implemented at least partially as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or implemented in any one of three implementations of software, hardware, and firmware, or in a suitable combination of any several of them. Alternatively, at least one of the first determining module 1010, the obtaining module 1020, the second determining module 1030, the first transmitting module 1040 and the second transmitting module 1050 may be at least partially implemented as a computer program module, which when executed, may perform a corresponding function.

FIG. 11 schematically shows a block diagram of an electronic device according to an embodiment of the disclosure. The electronic device shown in fig. 11 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present disclosure.

As shown in fig. 11, an electronic device 1100 according to an embodiment of the present disclosure includes a processor 1101, which can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)1102 or a program loaded from a storage section 1108 into a Random Access Memory (RAM) 1103. The processor 1101 may comprise, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 1101 may also include on-board memory for caching purposes. The processor 1101 may comprise a single processing unit or a plurality of processing units for performing the different actions of the method flows according to the embodiments of the present disclosure.

In the RAM 1103, various programs and data necessary for the operation of the electronic device 1100 are stored. The processor 1101, the ROM 1102, and the RAM 1103 are connected to each other by a bus 1104. The processor 1101 performs various operations of the method flow according to the embodiments of the present disclosure by executing programs in the ROM 1102 and/or the RAM 1103. It is noted that the programs may also be stored in one or more memories other than the ROM 1102 and RAM 1103. The processor 1101 may also perform various operations of the method flows according to the embodiments of the present disclosure by executing programs stored in the one or more memories.

Electronic device 1100 may also include input/output (I/O) interface 1105, input/output (I/O) interface 1105 also connected to bus 1104, according to an embodiment of the disclosure. Electronic device 1100 may also include one or more of the following components connected to I/O interface 1105: an input portion 1106 including a keyboard, mouse, and the like; an output portion 1107 including a signal output unit such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and a speaker; a storage section 1108 including a hard disk and the like; and a communication section 1109 including a network interface card such as a LAN card, a modem, or the like. The communication section 1109 performs communication processing via a network such as the internet. A driver 1110 is also connected to the I/O interface 1105 as necessary. A removable medium 1111 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 1110 as necessary, so that a computer program read out therefrom is mounted into the storage section 1108 as necessary.

According to embodiments of the present disclosure, method flows according to embodiments of the present disclosure may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable storage medium, the computer program containing program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication portion 1109 and/or installed from the removable medium 1111. The computer program, when executed by the processor 1101, performs the above-described functions defined in the system of the embodiment of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM 1102 and/or the RAM 1103 and/or one or more memories other than the ROM 1102 and the RAM 1103 described above.

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.

The embodiments of the present disclosure have been described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used in advantageous combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.

Claims

1. A method for processing a call request comprises the following steps:

in response to obtaining a first call request from a first communication channel, determining whether an agent in a plurality of agents exists for processing the first call request;

under the condition that the plurality of agents are determined not to exist, accessing a traffic platform to acquire working states of the plurality of agents from the traffic platform, wherein the traffic platform is used for receiving a second call request from a second communication channel and controlling the plurality of agents to process the second call request according to the working states of the plurality of agents;

determining a specific seat for processing the first call request from the plurality of seats under the condition that the seat with the working state meeting the preset condition exists in the plurality of seats;

sending state switching information to the traffic platform to switch the working state of the specific seat so that the specific seat can process the first call request; and

sending the first call request to the specific agent;

the determining whether an agent of a plurality of agents exists for processing the first call request comprises:

accessing the traffic platform, and acquiring working states of the plurality of agents from the traffic platform, wherein the working states at least comprise a ready state, a busy-incoming state and a busy-incoming state, the ready state indicates that the agents are idle, the busy-incoming state indicates that the agents can process a first call request, and the busy-incoming state indicates that the agents are processing a second call request;

determining whether the number of tasks being processed by the agents in the busy-incoming state reaches a preset peak value or not under the condition that the agents in the busy-incoming state exist in the plurality of agents; and

determining that an agent for processing the first call request exists under the condition that the number of tasks currently processed by at least one agent is determined not to reach a preset peak value;

the method further comprises the following steps: in response to receiving a first call request from a first communication channel, adding the call request to a first queue, wherein the first queue is used for storing pending call requests, and the type of the first call request comprises a synchronous call request and an asynchronous call request;

the method further comprises the following steps: determining a waiting status of each of the pending call requests in the first queue, the waiting status including a waiting time;

and under the condition that the waiting time meets a preset state, setting the processing priority of the call request with the type of the asynchronous call request in the first queue to be higher than the processing priority of the call request with the type of the synchronous call request in the first queue.

2. The processing method of claim 1, wherein the second call request has a higher processing priority than the first call request,

the state information meeting the preset condition comprises the following steps: there is an agent in a ready state among the plurality of agents and there is no second call request pending.

3. The processing method of claim 1, the responding to the first call request obtained from the first communication channel comprising: in response to reading the first call request from the first queue.

4. The processing method of claim 3, wherein the first queue comprises a synchronous sub-queue and an asynchronous sub-queue, and wherein adding the first call request to the first queue comprises:

determining the type of the first call request, wherein the type of the first call request comprises a synchronous call request and an asynchronous call request;

in the case that the first call request is a synchronous call request, adding the first call request to the synchronous sub-queue; and

adding the first call request to the asynchronous sub-queue if the first call request is an asynchronous call request.

5. The processing method of claim 4, wherein said reading the first call request from the first queue comprises:

determining processing priorities of the synchronous call request and the asynchronous call request; and

reading the first call request from the synchronous sub-queue or the asynchronous sub-queue based on the processing priority.

6. The processing method of claim 1, further comprising:

under the condition that no seat with the working state meeting preset conditions exists, determining whether an overflow strategy for the first call request exists or not; and

and under the condition that the overflow strategy exists, adjusting the first call request to be processed by a second agent group from a first agent group process according to the overflow strategy, so as to process the first call request by the agents in the second agent group, wherein the agents comprise a plurality of agents.

7. A call request processing apparatus, comprising:

the first determination module is used for responding to a first call request obtained from a first communication channel and determining whether an agent used for processing the first call request exists in a plurality of agents;

an obtaining module, configured to, if it is determined that the agent does not exist in the plurality of agents, access a traffic platform to obtain working states of the plurality of agents from the traffic platform, where the traffic platform is configured to receive a second call request from a second communication channel and control the plurality of agents to process the second call request according to the working states;

the second determining module is used for determining a specific seat for processing the first call request from the plurality of seats under the condition that the seats with the working states meeting the preset conditions exist in the plurality of seats;

a first sending module, configured to send a state switching message to the traffic platform to switch a working state of the specific agent, so that the specific agent is used to process the first call request but not the second call request; and

a second sending module, configured to send the first call request to the specific agent, where the first determining module is configured to:

the apparatus is further configured to: in response to receiving a first call request from a first communication channel, adding the call request to a first queue, wherein the first queue is used for storing pending call requests, and the type of the first call request comprises a synchronous call request and an asynchronous call request;

the apparatus is further configured to: determining a waiting status of each of the pending call requests in the first queue, the waiting status including a waiting time;

8. An electronic device, comprising:

one or more processors;

a storage device for storing one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method of any of claims 1-6.

9. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to perform the method of any one of claims 1 to 6.