CN111385422A - Reserved telephone traffic management method and device - Google Patents
Reserved telephone traffic management method and device Download PDFInfo
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- CN111385422A CN111385422A CN201811507927.9A CN201811507927A CN111385422A CN 111385422 A CN111385422 A CN 111385422A CN 201811507927 A CN201811507927 A CN 201811507927A CN 111385422 A CN111385422 A CN 111385422A
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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
- H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/02—Reservations, e.g. for tickets, services or events
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Abstract
The embodiment of the invention provides a reserved telephone traffic management method, which comprises the following steps: receiving a reserved telephone traffic request, and determining the receiving time and the reserved time period of the reserved telephone traffic request; when the reserved telephone traffic request is a reserved telephone traffic, call-back state information in a reserved time period is acquired, and the reserved time of the reserved telephone traffic request is determined according to the call-back state information and the receiving time of the reserved telephone traffic request; wherein the reserved time is a time expected to start processing the reserved traffic request. The embodiment of the invention can control the quantity of the reserved telephone traffic requests in each time period, so that a user does not need to wait for a long time.
Description
Technical Field
The invention belongs to the technical field of computers, and particularly relates to a reserved telephone traffic management method and device.
Background
In daily life, situations that a user needs to make a service call to a service party, network consultation or field consultation and the like often occur due to certain requirements. Taking the service call as an example, after the user encounters a problem, the service call may be made within a certain time. However, when the service call is dialed, the phenomenon that the call cannot be connected temporarily may be encountered, and in order to provide better user experience and provide a customer service call back service, the user may select a reserved call back time, and the service party calls the user at the reserved call back time selected by the user.
However, the inventors have found that the user-selected reserved call-back time is specific to minutes, such as a few minutes. If the time is configured in minutes, the user has too many choices to experience poorly. In addition, there are many user selections for the same reserved call back time, which may cause the user to wait for a long time.
Disclosure of Invention
In view of this, embodiments of the present invention provide a reserved traffic management method and apparatus, which determine a reserved time of a reserved traffic request according to a receiving time of the reserved traffic request and callback state information in a reserved time period.
According to a first aspect of the embodiments of the present invention, there is provided a reserved traffic management method, including:
receiving a reserved telephone traffic request, and determining the receiving time and the reserved time period of the reserved telephone traffic request;
when the reserved telephone traffic request is the telephone traffic which can be reserved, call-back state information in a reserved time period is obtained, and the reserved time of the reserved telephone traffic request is determined according to the call-back state information and the receiving time of the reserved telephone traffic request, wherein the reserved time is the time for which the processing of the reserved telephone traffic request is expected to start.
Preferably, the reserved traffic management method further includes: and when the reserved telephone traffic request is the non-reserved telephone traffic, returning to modify the reserved time period.
Preferably, the reserved traffic management method further includes:
judging whether the reserved telephone traffic request meets a reservation condition;
when the reserved telephone traffic request meets the reservation condition, the reserved telephone traffic request is a reserved telephone traffic;
when the reserved telephone traffic request does not meet the reservation condition, the reserved telephone traffic request is a telephone traffic which can not be reserved;
and the reservation condition is that the telephone traffic quantity in the reservation time period is less than the total reserved telephone traffic request which can be accepted in the reservation time period.
The callback state information comprises the number of the agent logins in the reserved time period and the processing time length of each reserved telephone traffic.
Preferably, determining the reserved time of the reserved traffic request according to the callback state information in the reserved time period and the receiving time of the reserved traffic request comprises:
determining the sequence number of the reserved telephone traffic request in a reserved time period according to the receiving time of the reserved telephone traffic request;
and determining the reservation time of the reserved telephone traffic request according to the number of the agents logged in the reserved time period, the processing time of each reserved telephone traffic and the sequencing number of the reserved telephone traffic request.
Preferably, the processing time length of each reserved traffic is the smaller one of the average processing time length and the preset processing time length.
Preferably, the reserved time period includes a first time and a second time.
Preferably, determining the reserved time of the reserved traffic request according to the callback state information in the reserved time period and the receiving time of the reserved traffic request further comprises:
judging whether the receiving time is within the reserved time period;
and when the receiving time is within the reserved time period, calculating the average processing time length according to the receiving time, the second time, the number of the agents logged in the reserved time period and the number of the reserved telephone traffic, and taking the smaller of the average processing time length and the preset processing time length as the processing time length of each reserved telephone traffic.
Preferably, determining the reserved time of the reserved traffic request according to the callback state information in the reserved time period and the receiving time of the reserved traffic request further comprises:
and when the receiving time is not within the reserved time period, calculating the average processing time length according to the first time, the second time, the number of the agent login in the reserved time period and the number of the reserved telephone traffic, and taking the smaller of the average processing time length and the preset processing time length as the processing time length of each reserved telephone traffic.
Preferably, the reserved traffic management method further includes:
and executing the callback of the reserved telephone traffic request according to the reserved time of the reserved telephone traffic request.
Preferably, the reserved traffic management method further includes:
and acquiring the reserved telephone traffic request which does not execute the callback at the current time every other processing time length in a reserved time period, and re-determining the reserved time of the reserved telephone traffic request which does not execute the callback according to the current time and the callback state information.
Preferably, the reserved traffic management method further includes: and executing inquiry operation or cancellation operation on the reserved traffic request.
According to a second aspect of the embodiments of the present invention, there is provided a reserved traffic management apparatus, including:
a request receiving module, configured to receive a reserved traffic request, and determine a receiving time of the reserved traffic request and a reserved time period, where the reserved time period is at least one unit time period in the future after the receiving time;
and the reservation determining module is used for acquiring callback state information in a reservation time period when the reserved telephone traffic request is a reserved telephone traffic, and determining the reservation time of the reserved telephone traffic request according to the callback state information and the receiving time of the reserved telephone traffic request, wherein the reservation time is the time expected to start processing the reserved telephone traffic request.
Preferably, the reservation determining module is further configured to return to modify the reserved time period when the reserved traffic request is non-reserved traffic.
Preferably, the reservation determining module includes:
the judging module is used for judging whether the reserved telephone traffic request meets a reservation condition;
the processing module is used for reserving the telephone traffic request as a telephone traffic capable of being reserved when the telephone traffic reserving request meets the reservation condition; when the reserved telephone traffic request does not meet the reservation condition, the reserved telephone traffic request is a telephone traffic which can not be reserved;
and the reservation condition is that the telephone traffic quantity in the reservation time period is less than the total reserved telephone traffic request which can be accepted in the reservation time period.
Preferably, the callback state information includes the number of agent registrations in the reserved time period and the processing time length of each reserved traffic.
Preferably, the reservation determining module further comprises:
the processing unit is used for determining the sequencing number of the reserved telephone traffic request in a reserved time slot according to the receiving time of the reserved telephone traffic request;
and the reservation determining unit is used for determining the reservation time of the reserved telephone traffic request according to the number of the agents registered in the reserved time period, the processing time of each reserved telephone traffic and the sequencing number of the reserved telephone traffic request.
Preferably, the processing time length of each reserved traffic is the smaller one of the average processing time length and the preset processing time length.
Preferably, the reserved time period includes a first time and a second time.
Preferably, the reservation determining module further comprises:
a judging unit that judges whether the reception time is within the reserved time period;
and the processing time length unit is used for calculating the average processing time length according to the receiving time, the second time, the number of the agents logged in the reserved time period and the number of the reserved telephone traffics when the receiving time is within the reserved time period, and using the smaller of the average processing time length and the preset processing time length as the processing time length of each reserved telephone traffic.
Preferably, the processing time length unit is further configured to calculate the average processing time length according to the first time, the second time, the number of agent registrations in the reserved time period and the number of reserved telephone traffics when the receiving time is not within the reserved time period, and use a smaller one of the average processing time length and a preset processing time length as the processing time length of each reserved telephone traffic.
Preferably, the reservation management device further includes:
and the callback module is used for executing callback of the reserved telephone traffic request according to the reserved time of the reserved telephone traffic request.
Preferably, the reservation management device further includes:
and the updating module is used for acquiring the reserved telephone traffic request which does not execute the callback at the current moment every other processing time length in the reserved time period, and re-determining the reserved time of the reserved telephone traffic request which does not execute the callback according to the current moment and the callback state information.
Preferably, the reservation management device further includes:
and the reserved operation module is used for executing inquiry operation or canceling operation on the reserved telephone traffic request.
According to a third aspect provided by an embodiment of the present invention, a computer-readable storage medium is provided, where computer instructions are stored, and when the computer instructions are executed, the reserved traffic management method is implemented.
According to a fourth aspect provided by an embodiment of the present invention, there is provided a reserved traffic management apparatus, including:
a memory for storing computer instructions;
a processor coupled to the memory, the processor configured to perform a reserved traffic management method implementing the above based on computer instructions stored by the memory.
The embodiment of the invention has the following advantages or beneficial effects: when the reserved telephone traffic request is the telephone traffic which can be reserved, the callback state information in the reserved time period is obtained, the reserved time of the reserved telephone traffic request is determined according to the callback state information and the receiving time of the reserved telephone traffic request, the reserved telephone traffic request quantity of each time period can be controlled, and a user does not need to wait for a long time.
The preferred embodiments of the present invention have the following advantages or benefits: the smaller of the average processing time length and the preset processing time length is used as the processing time length of each reserved telephone traffic, the sequencing number of the reserved telephone traffic request is obtained according to the receiving time, the reservation time of the reserved telephone traffic request is determined according to the number of the seat logins in the reserved time period, the processing time length of each reserved telephone traffic and the sequencing number of the reserved telephone traffic request, and the efficiency of calling back a user is improved.
Drawings
The above and other objects, features and advantages of the present invention will become more apparent from the following description of the embodiments of the present invention with reference to the accompanying drawings, in which:
fig. 1 is a flow diagram of a reserved traffic management method according to an embodiment of the present invention;
fig. 2 is a flowchart of step S02 in the reserved traffic management method according to an embodiment of the present invention;
fig. 3 is a block diagram of a reserved traffic management apparatus according to an embodiment of the present invention;
fig. 4 is a block diagram of a reservation determination module 20 in a reservation traffic management device according to an embodiment of the present invention;
fig. 5 is a block diagram of a reserved traffic management apparatus according to an embodiment of the present invention.
Detailed Description
The present invention will be described below based on examples, but the present invention is not limited to only these examples. In the following detailed description of the present invention, certain specific details are set forth. It will be apparent to one skilled in the art that the present invention may be practiced without these specific details. Well-known methods, procedures, and procedures have not been described in detail so as not to obscure the present invention. The figures are not necessarily drawn to scale.
Fig. 1 is a flow diagram of a reserved traffic management method according to an embodiment of the present invention. As shown in fig. 1, the reserved traffic management method includes the following steps.
In step S01, the reserved traffic request is received, and the reception time and the reserved time period of the reserved traffic request are determined.
In this embodiment, when a user needs to dial a service call provided by a service provider or perform a service request such as an online network consultation due to a certain requirement, a service request can be reserved first. Taking the reserved telephone traffic request as an example, when reserving, filling the number of the call back and selecting the reserved time period of the call back. When the server side receives the reserved telephone traffic request, the receiving time and the reserved time period of the reserved telephone traffic request are obtained. Reserved time period the reserved time period includes a first time T1 and a second time T2. The time interval between the first time T1 and the second time T2 may be configured to be 10 minutes, 15 minutes, 20 minutes, 30 minutes, 1 hour, or the like. Taking 15 minutes as an example, the reserved time period is 9:00-9: 15; 10:30-10:45, and so on.
In step S02, when the reserved traffic request is a reserved traffic, call-back status information in a reserved time period is acquired, and a reserved time of the reserved traffic request is determined according to the call-back status information and a receiving time of the reserved traffic request. Wherein the reserved time is a time expected to start processing the reserved traffic request.
In this embodiment, the callback state information includes the number P of agent registrations in the reserved time period and the processing time length T of each reserved traffic. The processing time length T of each reserved telephone traffic is the smaller one of the average processing time length Δ T and the preset processing time length Δ Tp. The preset processing time length delta Tp can be obtained according to the number P of the agent logins in the reserved time period and the total reserved telephone traffic request amount C which can be accepted in the reserved time period. I.e., Δ Tp ═ (T2-T1) P/C.
Specifically, step S02 includes the following steps (as shown in fig. 2).
In step S021, the sequence number of the reserved traffic request in the reserved time period is determined according to the receiving time of the reserved traffic request.
In this embodiment, the receiving time of all reserved traffic requests in the reserved time period is acquired to acquire the ranking number M.
In step S022, it is determined whether the reception time is within the reserved time period.
In step S023, when the receiving time is located in the reserved time period, the average processing time period Δ T is calculated according to the receiving time Tr, the second time T2, the number P of agent registrations in the reserved time period, and the number a of reservable traffic.
In the present embodiment, if the reception time Tr of the reserved traffic request is within the reserved time period, the average processing time period Δ T is (T2-Tr) × P/a.
In step S024, when the reception time is not within the reserved time period, the average processing time period Δ T is calculated from the first time T1, the second time T2, the number of agent registrations P within the reserved time period, and the number of reservable traffic a.
In the present embodiment, if the reception time Tr of the reserved traffic request is within the reserved time period, the average processing time period Δ T is (T2-T1) × P/a. When the reserved telephone traffic quantity A in the preset time period is the same as the reserved telephone traffic total quantity C which can be accepted in the reserved time period, the average processing time length Delta T is the same as the preset processing time length Delta Tp.
In step S025, the smaller of the average processing time length and the preset processing time length is used as the processing time length for each reserved traffic.
In step S026, the reservation time of the reserved traffic request is determined according to the number of agent registrations in the reserved time period, the processing time of each reserved traffic, and the sequence number of the reserved traffic request.
In this embodiment, when the receiving time Tr is within the reserved time period, the reserved time Tx of the reserved traffic request can be obtained by multiplying the processing time T by the integral of the ratio of the sequence number M to the number P of agent registrations and then adding the receiving time Tr,
namely Tx int [ M/P ] × T + Tr.
When the receiving time Tr is not in the reserved time period, the reserved time Tx of the reserved telephone traffic request can be obtained by multiplying the processing time length T by the ratio of the sequence number M to the agent registration number P after being rounded and adding the first time T1,
namely Tx int [ M/P ] × T + T1.
In a preferred embodiment, the reserved traffic management method further includes step S03.
In step S03, when the reserved traffic request is not traffic available for reservation, the method returns to modify the reserved time period.
Preferably, the reserved traffic management method further includes steps S04 to S06.
In step S04, it is determined whether the reserved traffic request satisfies a reservation condition.
In this embodiment, the reservation condition is that the number of traffic in the reservation time period is less than the total reserved traffic request amount that can be accepted in the reservation time period. The total reserved telephone traffic request amount C which can be accepted in each reserved time period is preset by the manager of the service side.
In step S05, when the reserved traffic request satisfies the reservation condition, the reserved traffic request is a reservable traffic.
In step S06, when the reserved traffic request does not satisfy the reservation condition, the reserved traffic request is a non-reservable traffic.
In a preferred embodiment, the reserved traffic management method further includes step S07.
In step S07, a call back to the reserved traffic request is executed according to the reserved time of the reserved traffic request.
In this embodiment, when the reserved time of the reserved traffic request comes, a callback is executed to the number in the reserved traffic request.
In a preferred embodiment, the reserved traffic management method further includes step S08.
In step S08, the reserved traffic request for which a call is not executed at the current time is obtained, and the reserved time of the reserved traffic request for which a call is not executed is determined again according to the current time and the call-back state information.
In this embodiment, every other processing time length in the reserved time period, the total reserved traffic request amount for which the call back is not executed at the current time is acquired, and step S02 is executed again to re-determine the reserved time for which the call back is not executed for the reserved traffic request.
In a preferred embodiment, the reserved traffic management method further includes step S09 (not shown in the figure).
In step S09, a polling operation or a cancellation operation is performed on the reserved traffic request.
The reserved telephone traffic management method provided by the embodiment of the invention can acquire the callback state information in the reserved time period when the reserved telephone traffic request is the reserved telephone traffic, determine the reserved time of the reserved telephone traffic request according to the callback state information and the receiving time of the reserved telephone traffic request, control the quantity of the reserved telephone traffic requests in each time period and enable a user not to need to wait for a long time.
Further, the smaller of the average processing time length and the preset processing time length is used as the processing time length of each reserved telephone traffic, the sequencing number of the reserved telephone traffic request is obtained according to the receiving time, the reserved time of the reserved telephone traffic request is determined according to the number of the agents logged in the reserved time period, the processing time length of each reserved telephone traffic and the sequencing number of the reserved telephone traffic request, and the efficiency of calling back a user is improved.
Fig. 3 is a block diagram of a reserved traffic management apparatus according to an embodiment of the present invention. As shown in fig. 3, the reserved traffic management apparatus includes a request receiving module 10 and a reservation determining module 20.
The request receiving module 10 is configured to receive a reserved traffic request, and determine a receiving time and a reserved time period of the reserved traffic request, where the reserved time period is at least one unit time period in the future after the receiving time.
In this embodiment, when a user needs to dial a service call provided by a service provider or perform a service request such as an online network consultation due to a certain requirement, a service request can be reserved first. Taking the reserved telephone traffic request as an example, when reserving, filling the number of the call back and selecting the reserved time period of the call back. When the server side receives the reserved telephone traffic request, the receiving time and the reserved time period of the reserved telephone traffic request are obtained. Reserved time period the reserved time period includes a first time T1 and a second time T2. The time interval between the first time T1 and the second time T2 may be configured to be 10 minutes, 15 minutes, 20 minutes, 30 minutes, 1 hour, or the like. Taking 15 minutes as an example, the reserved time period is 9:00-9: 15; 10:30-10:45, and so on.
The reservation determining module 20 is configured to, when the reserved telephone traffic request is a telephone traffic that can be reserved, obtain callback state information in a reserved time period, and determine a reservation time of the reserved telephone traffic request according to the callback state information and a receiving time of the reserved telephone traffic request. Wherein the reserved time is a time expected to start processing the reserved traffic request.
In this embodiment, the callback state information includes the number P of agent registrations in the reserved time period and the processing time length T of each reserved traffic. The processing time length T of each reserved telephone traffic is the smaller one of the average processing time length Δ T and the preset processing time length Δ Tp. The preset processing time length delta Tp can be obtained according to the number P of the agent logins in the reserved time period and the total reserved telephone traffic request amount C which can be accepted in the reserved time period. I.e., Δ Tp ═ (T2-T1) P/C.
Specifically, fig. 4 is a block diagram of the reservation determination module 20 in the reservation traffic management device according to an embodiment of the present invention. As shown in fig. 4, the reservation determining module includes a processing unit 21, a judging unit 22, a processing time period unit 23, and a reservation determining unit 24.
The processing unit 21 is configured to determine a sequence number of the reserved traffic request in a reserved time period according to a receiving time of the reserved traffic request.
In this embodiment, the receiving time of all reserved traffic requests in the reserved time period is acquired to acquire the ranking number M.
The judgment unit 22 judges whether or not the reception time is within the reserved time period.
The processing time length unit 23 is configured to, when the receiving time is within the reserved time period, calculate the average processing time length Δ T according to the receiving time Tr, the second time T2, the number P of agent registrations in the reserved time period, and the number a of reserved telephone traffic, and use the smaller of the average processing time length and the preset processing time length as the processing time length of each reserved telephone traffic.
In the present embodiment, if the reception time Tr of the reserved traffic request is within the reserved time period, the average processing time period Δ T is (T2-Tr) × P/a.
In this embodiment, the processing time length unit 23 is further configured to calculate the average processing time length Δ T according to the first time T1, the second time T2, the number P of agent registrations in a reserved time period, and the number a of reservable traffic when the receiving time is not within the reserved time period.
In the present embodiment, if the reception time Tr of the reserved traffic request is within the reserved time period, the average processing time period Δ T is (T2-T1) × P/a. When the reserved telephone traffic quantity A in the preset time period is the same as the reserved telephone traffic total quantity C which can be accepted in the reserved time period, the average processing time length Delta T is the same as the preset processing time length Delta Tp.
The reservation determining unit 24 is configured to determine a reservation time of the reserved traffic request according to the number of agent registrations in a reserved time period, the processing time of each reserved traffic, and the sequence number of the reserved traffic request.
In this embodiment, when the receiving time Tr is within the reserved time period, the reserved time Tx of the reserved traffic request can be obtained by multiplying the processing time T by the integral of the ratio of the sequence number M to the number P of agent registrations and then adding the receiving time Tr,
namely Tx int [ M/P ] × T + Tr.
When the receiving time Tr is not in the reserved time period, the reserved time Tx of the reserved telephone traffic request can be obtained by multiplying the processing time length T by the ratio of the sequence number M to the agent registration number P after being rounded and adding the first time T1,
namely Tx int [ M/P ] × T + T1.
In a preferred embodiment, the reservation determining module 20 is further configured to return to modify the reserved time period when the reserved traffic request is non-reserved traffic.
In a preferred embodiment, the reservation management device further comprises a judging module 30 and a processing module 40.
The judging module 30 is configured to judge whether the reserved telephone traffic request meets a reservation condition.
In this embodiment, the reservation condition is that the number of traffic in the reservation time period is less than the total reserved traffic request amount that can be accepted in the reservation time period. The total reserved telephone traffic request amount C which can be accepted in each reserved time period is preset by the manager of the service side.
The processing module 40 is configured to, when the reserved traffic request meets a reservation condition, reserve the traffic request as a reservable traffic; and when the reserved telephone traffic request does not meet the reservation condition, the reserved telephone traffic request is a non-reserved telephone traffic.
In a preferred embodiment, the subscription management device further comprises a callback module 50, an update module 60 and a subscription operation module 70.
The callback module 50 is configured to execute callback of the reserved traffic request according to the reserved time of the reserved traffic request.
In this embodiment, when the reserved time of the reserved traffic request comes, a callback is executed to the number in the reserved traffic request.
The updating module 60 is configured to obtain the reserved telephone traffic request for which a callback is not executed at the current time, and re-determine a reserved time of the reserved telephone traffic request for which a callback is not executed according to the current time and the callback state information.
In this embodiment, every other processing time length in the reserved time period, the reserved traffic request total amount for which the call back is not executed at the current time is acquired, the reserved traffic request total amount for which the call back is not executed at the current time is input to the reservation determining module 20, and the reserved time of the reserved traffic request for which the call back is not executed is determined again.
The reservation operation module 70 is configured to perform a query operation or a cancellation operation on the reserved traffic request.
The reserved telephone traffic management device provided by the embodiment of the invention can acquire the callback state information in the reserved time period when the reserved telephone traffic request is the reserved telephone traffic, determine the reserved time of the reserved telephone traffic request according to the callback state information and the receiving time of the reserved telephone traffic request, control the quantity of the reserved telephone traffic requests in each time period and enable a user not to need to wait for a long time.
Further, the smaller of the average processing time length and the preset processing time length is used as the processing time length of each reserved telephone traffic, the sequencing number of the reserved telephone traffic request is obtained according to the receiving time, the reserved time of the reserved telephone traffic request is determined according to the number of the agents logged in the reserved time period, the processing time length of each reserved telephone traffic and the sequencing number of the reserved telephone traffic request, and the efficiency of calling back a user is improved.
Fig. 5 is a block diagram of a reserved traffic management apparatus according to an embodiment of the present invention. The apparatus shown in fig. 5 is only an example and should not limit the functionality and scope of use of embodiments of the present invention in any way.
Referring to fig. 5, the reserved traffic management apparatus includes a processor 501, a memory 502, and an input-output device 503 connected through a bus. Memory 502 includes Read Only Memory (ROM) and Random Access Memory (RAM), with various computer instructions and data required to perform system functions being stored in memory 502, and with various computer instructions being read by processor 501 from memory 502 to perform various appropriate actions and processes. An input/output device including an input portion of a keyboard, a mouse, and the like; an output section including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section including a hard disk and the like; and a communication section including a network interface card such as a LAN card, a modem, or the like. The memory 502 also stores the following computer instructions to perform the operations specified by the reserved traffic management method of embodiments of the present invention: receiving a reserved telephone traffic request, and determining the receiving time and the reserved time period of the reserved telephone traffic request; when the reserved telephone traffic request is the telephone traffic which can be reserved, call-back state information in a reserved time period is obtained, and the reserved time of the reserved telephone traffic request is determined according to the call-back state information and the receiving time of the reserved telephone traffic request, wherein the reserved time is the time for which the processing of the reserved telephone traffic request is expected to start.
Accordingly, an embodiment of the present invention provides a computer-readable storage medium, which stores computer instructions that, when executed, implement the operations specified by the reserved traffic management method.
The flowcharts and block diagrams in the figures and block diagrams illustrate the possible architectures, functions, and operations of the systems, methods, and apparatuses according to the embodiments of the present invention, and may represent a module, a program segment, or merely a code segment, which is an executable instruction for implementing a specified logical function. It should also be noted that the executable instructions that implement the specified logical functions may be recombined to create new modules and program segments. The blocks of the drawings, and the order of the blocks, are thus provided to better illustrate the processes and steps of the embodiments and should not be taken as limiting the invention itself.
The various modules or units of the system may be implemented in hardware, firmware or software. The software includes, for example, a code program formed using various programming languages such as JAVA, C/C + +/C #, SQL, and the like. Although the steps and sequence of steps of the embodiments of the present invention are presented in method and method diagrams, the executable instructions of the steps implementing the specified logical functions may be re-combined to create new steps. The sequence of the steps should not be limited to the sequence of the steps in the method and the method illustrations, and can be modified at any time according to the functional requirements. Such as performing some of the steps in parallel or in reverse order.
Systems and methods according to the present invention may be deployed on a single server or on multiple servers. For example, different modules may be deployed on different servers, respectively, to form a dedicated server. Alternatively, the same functional unit, module or system may be deployed in a distributed fashion across multiple servers to relieve load stress. The server includes but is not limited to a plurality of PCs, PC servers, blades, supercomputers, etc. on the same local area network and connected via the Internet.
The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (26)
1. A method for reserved traffic management, comprising:
receiving a reserved telephone traffic request, and determining the receiving time and the reserved time period of the reserved telephone traffic request;
when the reserved telephone traffic request is a reserved telephone traffic, call-back state information in a reserved time period is acquired, and the reserved time of the reserved telephone traffic request is determined according to the call-back state information and the receiving time of the reserved telephone traffic request;
wherein the reserved time is a time expected to start processing the reserved traffic request.
2. The method of claim 1, further comprising:
and when the reserved telephone traffic request is the non-reserved telephone traffic, returning to modify the reserved time period.
3. The method of claim 2, further comprising:
judging whether the reserved telephone traffic request meets a reservation condition;
when the reserved telephone traffic request meets the reservation condition, the reserved telephone traffic request is a reserved telephone traffic;
when the reserved telephone traffic request does not meet the reservation condition, the reserved telephone traffic request is a telephone traffic which can not be reserved;
and the reservation condition is that the telephone traffic quantity in the reservation time period is less than the total reserved telephone traffic request which can be accepted in the reservation time period.
4. The method of claim 1, wherein the callback state information comprises a number of agent registrations during a reserved time period and a processing time duration for each reserved traffic.
5. The method of claim 4, wherein determining the reserved time for the reserved traffic request based on the callback state information for the reserved time period and the time of receipt of the reserved traffic request comprises:
determining the sequence number of the reserved telephone traffic request in a reserved time period according to the receiving time of the reserved telephone traffic request;
and determining the reservation time of the reserved telephone traffic request according to the number of the agents logged in the reserved time period, the processing time of each reserved telephone traffic and the sequencing number of the reserved telephone traffic request.
6. The method of claim 5, wherein the processing duration for each reserved traffic is the smaller of the average processing duration and the predetermined processing duration.
7. The method of claim 6, wherein the reserved time period comprises a first time and a second time.
8. The method of claim 7, wherein determining the reserved time for the reserved traffic request based on the callback state information for the reserved time period and the time of receipt of the reserved traffic request further comprises:
judging whether the receiving time is within the reserved time period;
when the receiving time is within the reserved time period, calculating the average processing time according to the receiving time, the second time, the number of the agents logged in within the reserved time period and the number of the reserved telephone traffic; and
and taking the smaller of the average processing time length and the preset processing time length as the processing time length of each reserved telephone traffic.
9. The method of claim 8, wherein determining the reserved time for the reserved traffic request based on the callback state information for the reserved time period and the time of receipt of the reserved traffic request further comprises:
and when the receiving time is not in the reserved time period, calculating the average processing time according to the first time, the second time, the number of the agents logged in the reserved time period and the number of the reserved telephone traffic.
10. The method of claim 1, further comprising:
and executing the callback of the reserved telephone traffic request according to the reserved time of the reserved telephone traffic request.
11. The method of claim 10, further comprising:
and acquiring the reserved telephone traffic request which does not execute the callback at the current time every other processing time length in a reserved time period, and re-determining the reserved time of the reserved telephone traffic request which does not execute the callback according to the current time and the callback state information.
12. The method of claim 1, further comprising: and executing inquiry operation or cancellation operation on the reserved traffic request.
13. A reserved traffic management apparatus, comprising:
a request receiving module, configured to receive a reserved traffic request, and determine a receiving time of the reserved traffic request and a reserved time period, where the reserved time period is at least one unit time period in the future after the receiving time;
and the reservation determining module is used for acquiring callback state information in a reservation time period when the reserved telephone traffic request is a reserved telephone traffic, and determining the reservation time of the reserved telephone traffic request according to the callback state information and the receiving time of the reserved telephone traffic request, wherein the reservation time is the time expected to start processing the reserved telephone traffic request.
14. The apparatus of claim 13, wherein the reservation determination module is further configured to return to modify the reserved time period when the reserved traffic request is non-reservable traffic.
15. The apparatus of claim 14, further comprising:
the judging module is used for judging whether the reserved telephone traffic request meets a reservation condition;
the processing module is used for reserving the telephone traffic request as a telephone traffic capable of being reserved when the telephone traffic reserving request meets the reservation condition; when the reserved telephone traffic request does not meet the reservation condition, the reserved telephone traffic request is a telephone traffic which can not be reserved;
and the reservation condition is that the telephone traffic quantity in the reservation time period is less than the total reserved telephone traffic request which can be accepted in the reservation time period.
16. The apparatus of claim 13, wherein the callback state information comprises a number of agent registrations during a reserved time period and a processing time duration for each reserved traffic.
17. The apparatus of claim 16, wherein the reservation determination module further comprises:
the processing unit is used for determining the sequencing number of the reserved telephone traffic request in a reserved time slot according to the receiving time of the reserved telephone traffic request;
and the reservation determining unit is used for determining the reservation time of the reserved telephone traffic request according to the number of the agents registered in the reserved time period, the processing time of each reserved telephone traffic and the sequencing number of the reserved telephone traffic request.
18. The apparatus of claim 16, wherein the processing duration for each reserved traffic is the smaller of the average processing duration and the predetermined processing duration.
19. The apparatus of claim 18, wherein the reserved time period comprises a first time and a second time.
20. The apparatus of claim 18, wherein the reservation determination module further comprises:
a judging unit that judges whether the reception time is within the reserved time period;
and the processing time length unit is used for calculating the average processing time length according to the receiving time, the second time, the number of the agents logged in the reserved time period and the number of the reserved telephone traffics when the receiving time is within the reserved time period, and using the smaller of the average processing time length and the preset processing time length as the processing time length of each reserved telephone traffic.
21. The apparatus of claim 20, wherein the processing duration unit is further configured to calculate the average processing duration according to the first time, the second time, the number of agent registrations in a reserved time period, and the number of reservable traffic when the receiving time is not within the reserved time period.
22. The apparatus of claim 13, further comprising:
and the callback module is used for executing callback of the reserved telephone traffic request according to the reserved time of the reserved telephone traffic request.
23. The apparatus of claim 22, further comprising:
and the updating module is used for acquiring the reserved telephone traffic request which does not execute the callback at the current moment every other processing time length in the reserved time period, and re-determining the reserved time of the reserved telephone traffic request which does not execute the callback according to the current moment and the callback state information.
24. The apparatus of claim 13, further comprising:
and the reserved operation module is used for executing inquiry operation or canceling operation on the reserved telephone traffic request.
25. A computer-readable storage medium having stored thereon computer instructions which, when executed, implement the reserved traffic management method of any of claims 1 to 13.
26. A reserved traffic management apparatus, comprising:
a memory for storing computer instructions;
a processor coupled to the memory, the processor configured to perform implementing the reserved traffic management method of any of claims 1-13 based on computer instructions stored by the memory.
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| CN201811507927.9A CN111385422B (en) | 2018-12-11 | 2018-12-11 | Reserved telephone traffic management method and device |
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| CN111385422B (en) | 2021-10-01 |
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