CN111680914A - Event distribution method, event distribution device, storage medium, and electronic apparatus - Google Patents
Event distribution method, event distribution device, storage medium, and electronic apparatus Download PDFInfo
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- 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
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Abstract
The disclosure provides an event distribution method, an event distribution device, a computer readable storage medium and an electronic device, and relates to the technical field of computers. The event distribution method comprises the following steps: acquiring a target event to be distributed, wherein the target event to be distributed comprises event correlation information; determining at least one candidate agent which corresponds to the target event to be distributed and is in a state capable of bearing the event currently from the historical processing record based on the event correlation information; if a plurality of candidate seats exist, acquiring the amount of events to be processed of each candidate seat, and determining the candidate seat with the minimum amount of events to be processed as a target seat; and sending the target event to be distributed to an event processing terminal corresponding to the target seat. The method and the device can improve the distribution efficiency of the events and reduce the waiting time of the events.
Description
Technical Field
The present disclosure relates to the field of computer technologies, and in particular, to an event distribution method, an event distribution apparatus, a computer-readable storage medium, and an electronic device.
Background
Currently, a customer service department of an enterprise generally sets a plurality of agents to deal with relevant events such as consultation, complaint, modification and business inquiry of customers.
After receiving a plurality of different types of events, the customer service department provides two event distribution schemes: the first is that the customer service department firstly stores a plurality of different types of events in an event pool, then a plurality of agents respectively receive the events which can be processed from the event pool, and then the agents return the electricity to the customer through a customer service system to process the related problems of the events. The second is that the customer service department assigns a number of different types of events to different agents based on historical assignment experience. However, when the agent forgets to pick up the event and the customer service department does not distribute the event, the event backlog in the event pool is excessive, the event waiting time is long, and the event distribution efficiency is low.
It is to be noted that the information disclosed in the above background section is only for enhancement of understanding of the background of the present disclosure, and thus may include information that does not constitute prior art known to those of ordinary skill in the art.
Disclosure of Invention
An object of the present disclosure is to provide an event distributing method, an event distributing apparatus, a computer-readable storage medium, and an electronic device, which overcome, at least to some extent, the problems of long event waiting time and low event distributing efficiency due to the limitations and disadvantages of the related art.
According to a first aspect of the present disclosure, there is provided an event distribution method, including: acquiring a target event to be distributed, wherein the target event to be distributed comprises event correlation information; determining at least one candidate agent which corresponds to the target event to be distributed and is in a state capable of bearing the event currently from the historical processing record based on the event correlation information; if a plurality of candidate seats exist, acquiring the amount of events to be processed of each candidate seat, and determining the candidate seat with the minimum amount of events to be processed as a target seat; and sending the target event to be distributed to an event processing terminal corresponding to the target seat.
According to a second aspect of the present disclosure, there is provided an event distribution apparatus comprising: the event acquisition module is used for acquiring a target event to be distributed, wherein the target event to be distributed comprises event correlation information; the candidate seat determining module is used for determining at least one candidate seat which corresponds to the target event to be distributed and is in a state capable of bearing the event currently from the historical processing record based on the event correlation information; the target seat determining module is used for acquiring the amount of events to be processed of each candidate seat if a plurality of candidate seats exist, and determining the candidate seat with the minimum amount of events to be processed as the target seat; and the event distribution module is used for sending the target event to be distributed to the event processing terminal corresponding to the target seat.
Optionally, the candidate agent determination module may include: the seat information acquisition unit is used for respectively acquiring the maximum processable event amount and the distribution receiving state corresponding to a plurality of seats in the working state; a current seat determining unit, configured to determine, according to the maximum processable event amount and the distribution receiving state, at least one seat currently in a state capable of accepting events, as a first seat set; the historical agent determining unit is used for determining at least one agent corresponding to the target event to be distributed from the historical processing record as a second agent set based on the event correlation information; and the candidate seat determining unit is used for determining at least one same seat as the candidate seat if at least one same seat exists between the first seat set and the second seat set.
Optionally, the event distribution apparatus may be further configured to perform: if the same seat does not exist between the first seat set and the second seat set, determining classification information of the target event to be distributed; and determining at least one seat which is the same as the classification information from the first seat set as a candidate seat.
Optionally, the candidate agent determination module may be configured to perform: determining at least one agent corresponding to the target event to be distributed from the historical processing records as a second agent set based on the event correlation information; and determining at least one agent currently in a receivable event state from the second agent set as a candidate agent.
Optionally, the candidate agent determination module may be configured to perform: respectively acquiring the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the working state; determining at least one agent currently in a state capable of bearing the event according to the maximum processable event quantity and the distribution receiving state, and using the at least one agent as a first agent set; and determining at least one seat corresponding to the target event to be distributed from the first seat set as a candidate seat based on the event correlation information and the historical processing record.
Optionally, the event acquiring module may further include: the event set acquisition unit is used for acquiring an event set to be distributed and sequencing the events in the event set to be distributed based on a preset priority processing rule; and the target event determining unit is used for determining an event with the highest priority as a target event to be distributed from the sorted event set to be distributed.
Optionally, the event distribution apparatus may be further configured to perform: after the target event to be distributed is sent, the target event to be distributed is removed from the event set to be distributed, and the event set to be distributed is updated; and re-determining the target event to be distributed from the updated event set to be distributed until the distribution task of the event set to be distributed is completed.
Optionally, the event distribution apparatus may be further configured to perform: after the target events to be distributed are removed from the event set to be distributed, the modification operation of the amount of the events to be processed aiming at the target seats is detected; and updating the amount of the events to be processed of the target agent based on the modification operation, withdrawing the event sending operation and recovering the set of the events to be distributed.
Optionally, the event distribution apparatus may be further configured to perform: recording the sending duration of the event to be distributed of the sending target; if the sending duration is longer than the time threshold, detecting whether the target seat is in a state of being capable of bearing the event currently; and if the detection result is in a state of being capable of bearing the event, re-sending the target event to be distributed and updating the amount of the event to be processed of the target agent.
According to a third aspect of the present disclosure, there is provided a computer readable storage medium having stored thereon a computer program which, when executed by a processor, implements the event distribution method as described above.
According to a fourth aspect of the present disclosure, there is provided an electronic device comprising: one or more processors; a storage device for storing one or more programs which, when executed by one or more processors, cause the one or more processors to implement the event distribution method as described above.
Exemplary embodiments of the present disclosure have the following advantageous effects:
in the technical solutions provided in some embodiments of the present disclosure, first, a target event to be distributed is obtained, where the target event to be distributed includes event-related information; then, based on the event correlation information, determining at least one candidate seat which corresponds to the target event to be distributed and is in a state capable of bearing the event currently from the historical processing record; secondly, if a plurality of candidate seats exist, acquiring the amount of events to be processed of each candidate seat, and determining the candidate seat with the minimum amount of events to be processed as a target seat; and then, sending the target event to be distributed to the event processing terminal corresponding to the target seat. On one hand, the candidate seats corresponding to the target events to be distributed and currently in the state capable of bearing the events are determined from the historical processing records based on the event correlation information, then the target seats are determined from the candidate seats, so that the determined target seats are the seats with the knowledge of the content of the target events to be distributed, the processing efficiency of the events is improved, meanwhile, the target seats are determined from the candidate seats based on the amount of the events to be processed, the event processing overtime caused by the large amount of the events to be processed by the seats is avoided, the time length of event waiting processing is shortened, and the event processing timeliness is improved. On the other hand, the method and the device realize timely distribution of the events, avoid the problem of event overstock caused by no-seat acquisition or no distribution of the events, improve the intellectualization of event distribution, improve the distribution efficiency of the events and reduce the cost of manual processing.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and together with the description, serve to explain the principles of the disclosure. It is to be understood that the drawings in the following description are merely exemplary of the disclosure, and that other drawings may be derived from those drawings by one of ordinary skill in the art without the exercise of inventive faculty. In the drawings:
FIG. 1 schematically illustrates a flow chart of an event distribution method according to an exemplary embodiment of the present disclosure;
FIG. 2 schematically illustrates a flow diagram for determining an agent currently in a bearable event state, according to an exemplary embodiment of the present disclosure;
FIG. 3 schematically illustrates a flow chart for determining a target agent according to an exemplary embodiment of the present disclosure;
FIG. 4 schematically illustrates a flow chart of an event distribution method with respect to a set of events to be distributed, according to an exemplary embodiment of the present disclosure;
FIG. 5 schematically illustrates a block diagram of an event distribution apparatus according to an exemplary embodiment of the present disclosure;
FIG. 6 schematically illustrates a block diagram of a candidate agent determination module according to an exemplary embodiment of the present disclosure;
FIG. 7 schematically illustrates a block diagram of an event acquisition module according to an exemplary embodiment of the present disclosure;
fig. 8 schematically shows a block diagram of an electronic device in an exemplary embodiment according to the present disclosure.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to give a thorough understanding of embodiments of the disclosure. One skilled in the relevant art will recognize, however, that the subject matter of the present disclosure can be practiced without one or more of the specific details, or with other methods, components, devices, steps, and the like. In other instances, well-known technical solutions have not been shown or described in detail to avoid obscuring aspects of the present disclosure.
Furthermore, the drawings are merely schematic illustrations of the present disclosure and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and thus their repetitive description will be omitted. Some of the block diagrams shown in the figures are functional entities and do not necessarily correspond to physically or logically separate entities. These functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.
In the present disclosure, the terms "comprises" and "comprising" are used in an open-ended fashion, and mean that there may be additional elements/components/etc. in addition to the listed elements/components/etc. In addition, the terms "first" and "second" used in the present disclosure are for the purpose of distinction only and should not be construed as a limitation of the present disclosure.
The flow charts shown in the drawings are merely illustrative and do not necessarily include all of the steps. For example, some steps may be decomposed, and some steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
At present, in order to facilitate the handling of various services by customers, most enterprises and companies set a customer service department, and a plurality of seats in the customer service department are used for handling events of the customers, such as complaints, consultation, modification, service inquiry and the like.
After receiving a plurality of different types of events, the customer service department firstly stores the different types of events into an event pool, then a plurality of agents respectively retrieve the events which can be processed from the event pool, and then each agent sends a call to a customer to solve the problems related to the events. However, the event is not timely picked up and processed by the agent and the event is not distributed by the customer service department, which leads to the problem of overstocked events in the event pool and the problems of long waiting and processing time of each event and low distribution efficiency of the events.
To address this problem, the present disclosure proposes an event distribution method.
It should be noted that, in the exemplary embodiment of the present disclosure, the event distribution method described below may be generally implemented by a server, that is, the steps of the event distribution method may be performed by the server, in which case, the event distribution apparatus may be configured in the server.
In addition, the event distribution method may be implemented by a terminal device (e.g., a mobile phone, a tablet, a personal computer, etc.), that is, the respective steps of the event distribution method may be performed by the terminal device, in which case the event distribution means may be configured in the terminal device.
Hereinafter, each step of the event distribution method in the present exemplary embodiment will be described in more detail with reference to the drawings and examples.
Fig. 1 schematically shows a flowchart of an event distribution method of an exemplary embodiment of the present disclosure. In the following description, a server is used as an execution subject. Referring to fig. 1, the event distribution method may specifically include the following steps:
and S102, acquiring a target event to be distributed.
In an exemplary embodiment of the present disclosure, the target event to be allocated may refer to an event that the server is currently ready to be allocated to an agent for processing. The target event to be distributed may include event association information. The event-related information may refer to a customer identifier, an identifier of the event, and the like related to the event. For example, the event-related information may be a telephone number of the customer, a ticket number of the event, an order number of the event, and the like.
For example, an advisory event regarding the purchase of an item, wherein the advisory event comprises: shipping order number 123456 of the purchased goods, order number 345678, customer name king and customer's telephone number: 1234567890.
the server may determine the ticket number, order number, and telephone number of the customer of the consultation event as event-related information.
According to an exemplary embodiment of the disclosure, a server may first obtain an event set to be distributed, and sort events in the event set to be distributed based on a preset priority processing rule; and then, determining the event with the highest priority as the target event to be distributed from the sorted event set to be distributed.
The event set to be allocated may include a plurality of events that the server needs to be allocated to the agent for processing, for example, may include an upgrade event, an exception event, and other events.
The preset priority processing rule can be set according to the sequence of the special marked event, the priority of the event type, the reserved call-back time of the event and the creation time of the event. The preset priority processing rule may be other rules capable of determining the event processing order. And are not limiting in this disclosure.
And S104, based on the event correlation information, determining at least one candidate seat which corresponds to the target event to be distributed and is in a state capable of bearing the event currently from the historical processing record.
In an exemplary embodiment of the present disclosure, the history processing record may include event-related information of each event that has been processed in the history, and agent information corresponding to each event.
The agent currently in the receivable event state can be determined according to the maximum processable event amount and the distribution receiving state corresponding to the agent currently in the working state. The server can acquire the current working state, the maximum processable event amount, the distribution state, the pending event amount and the like of the agent.
Wherein, the currently working agent may refer to an agent performing event processing.
The maximum number of processable events may refer to the maximum number of processed events per day for an agent. In the actual calculation process, the server may also set the maximum number of events processed by the agent within a working period as the maximum number of events that can be processed. The allocation received state may refer to a state in which the agent is able to automatically receive an allocation event.
In the event that an agent automatically receives the distributed event and does not reach the maximum processable event amount for the agent, the server may determine the agent currently in a state of being able to take up the event. The method and the device for processing the events based on the historical processing record determine at least one candidate seat which corresponds to the target events to be distributed and is in a state capable of bearing the events at present from the historical processing record, avoid the determined candidate seats from not knowing the content of the target events to be distributed, and can improve the efficiency of processing the events.
It should be noted that the server may use the state of the agent logged in to the event processing platform as the current working state, or may use whether the agent is in the absence state as one of the conditions for determining the agent currently in the state capable of accepting the event. The leaving state may be, for example, whether the agent is in a dining state, whether the agent temporarily leaves for 1 hour, or the like.
In an example embodiment of the present disclosure, a candidate agent may refer to an agent that is determined by the server to be likely to be assigned to the target to-be-assigned event.
For example, 5 seats in the customer service department are currently in a working state, and the specific condition of each seat is that the seat A is not in a distribution receiving state and the maximum processable event amount on the day is 20; the agent B is in a distribution receiving state, the maximum processable event amount on the day is 20 pieces, the processed events are 5 pieces, the pending event amount is 10 pieces, and the agent B is not in an agent leaving state; c, the seats are in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, and the pending event amount is 10 pieces; d, the seats are in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, the pending event amount is 5 pieces, and the seats are in an unseating state; the E agent is in a distribution receiving state, the maximum processable event amount of the day is 30 pieces, the processed events are 15 pieces, the pending event amount is 5 pieces, and the E agent is not in an absence state.
Taking fig. 2 as an example, in step S201, the server may obtain 5 agents currently in a working state, in step S203, it may be respectively determined whether 5 agents are in a distribution receiving state, it is obtained that an agent a is not in a distribution receiving state, and other 4 agents are all in a distribution receiving state, the server performs step S211 on the agent a, and determines the agent a as an agent not to perform event distribution; in step S205, the server may determine whether the other agents except the agent a reach the maximum processable event amount of the agent, to obtain the maximum processable event amount that the agent C reaches the agent, and the maximum processable event amounts that the agent B, the agent D, and the agent E do not reach the agent, and the server performs step S211 on the agent C; in step S207, the server may determine whether the B, D, and E agents are in the absence state, to obtain that the D agent is in the absence state, and the server performs step S211 on the D agent; in step S209, the server may determine that the agent currently in the adorable event state is: b seat and E seat.
Therefore, the server can obtain that the agents currently in the state of being able to take up the event are: b seat and E seat.
According to an exemplary embodiment of the disclosure, a server may first obtain a maximum processable event amount and a distribution receiving state corresponding to a plurality of agents currently in a working state, respectively; then, determining at least one seat in a state capable of bearing the event currently according to the maximum processable event quantity and the distribution receiving state, and using the at least one seat as a first seat set; then, based on the event correlation information, determining at least one seat corresponding to the target event to be distributed from the historical processing record as a second seat set; then, if at least one identical seat exists between the first set of seats and the second set of seats, the at least one identical seat is determined as a candidate seat. If the same seat does not exist between the first seat set and the second seat set, determining classification information of the target event to be distributed; and determining at least one seat which is the same as the classification information from the first seat set as a candidate seat.
Wherein the same agents may refer to agents that are included in both the first set of agents and the second set of agents. The classification information of the target event to be distributed may refer to information for classifying the target event to be distributed according to the requirement of the customer for the event. For example, the classification information may be a consultation, a complaint, a modification, and the like.
It should be noted that there may be no agent corresponding to the target event to be allocated in the history processing record in the event allocation process. The server may also determine at least one candidate agent from the first agent set based on the classification information of the target event to be distributed.
For example, the target to-be-distributed event is a consultation event about purchasing an item, wherein the consultation event comprises: the order number for the purchase item is 123456. The historical processing records record that the A agent and the C agent process the consulting event with the waybill number of 123456.
At present, 4 seats in a customer service department are currently in a working state, and the specific conditions of each seat are as follows: the agent A is in a distribution receiving state, the maximum processable event amount on the day is 40, the processed events are 20, the pending event amount is 10, and the agent A is not in an absence state; the agent B is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, the pending event amount is 5 pieces, and the agent B is not in an absence state; c, the seats are in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 15 pieces, the pending event amount is 5 pieces, and the seats are not in an unseating state; d, the agent is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, the pending event amount is 5 pieces, and the agent is in an absence state.
The server may first determine that the first agent set includes an agent a, an agent B, and an agent C with reference to the step of fig. 2 for determining that the current state is in a state capable of accepting an event; then, determining an agent A and an agent C in a second agent set based on the waybill number of the target event to be distributed; finally, the first agent set and the second agent set have the same agents as: a seat and C seat. Therefore, the server determines a agent and C agent as candidate agents.
According to an exemplary embodiment of the disclosure, the server may determine, from the history processing record, at least one agent corresponding to the target event to be allocated as a second agent set based on the event correlation information; at least one agent currently in a bearable event state may then be determined from the second set of agents as a candidate agent. The method and the device can determine at least one agent meeting the current state of being capable of bearing the event from the second agent set, reduce the complexity of the event distribution process and improve the distribution efficiency of the event.
After the target event to be distributed is obtained, according to another exemplary embodiment of the present disclosure, the server may also first obtain a maximum processable event amount and a distribution receiving state corresponding to a plurality of agents currently in a working state, respectively; then, at least one agent currently in the state of being capable of bearing the event can be determined according to the maximum processable event amount and the distribution receiving state, and the at least one agent is used as a first agent set; finally, the server can determine at least one agent corresponding to the target event to be distributed from the first agent set as a candidate agent based on the event correlation information and the historical processing record.
For example, the target to-be-distributed event is a consultation event about purchasing an item, wherein the consultation event comprises: the order number for the purchase item is 123456. The historical processing records record that the A agent, the B agent and the C agent process the consulting event with the waybill number of 123456.
In addition, the specific working states of the A seat, the B seat and the C seat are as follows: a and C are currently in working states, and B is not currently in a working state. The agent A is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, the pending event amount is 10 pieces, and the agent A is not in an absence state; c, the agent is in a distribution receiving state, the maximum processable event amount of the day is 30 pieces, the processed events are 15 pieces, the pending event amount is 5 pieces, and the agent is not in an absence state.
The server may first determine that the agent a, the agent B, and the agent C belong to a second agent set based on the waybill number of the target event to be allocated, and then, according to the step of fig. 2 for determining that the agent is currently in the state capable of supporting the event, the server determines that the agent is currently in the state capable of supporting the event in the second agent set, and obtains that the agent C is a candidate agent.
And S106, if a plurality of candidate seats exist, acquiring the to-be-processed event quantity of each candidate seat, and determining the candidate seat with the minimum to-be-processed event quantity as a target seat.
In an example embodiment of the present disclosure, the amount of pending events may refer to the number of events that have been assigned to an agent and that have not been processed by the agent.
Under the condition that a plurality of candidate seats exist, the server can firstly acquire the amount of events to be processed of each candidate seat and store the amount of events to be processed in a cache; then, the event amount to be processed of the candidate seats is sorted from small to large, and then the candidate seat with the minimum event amount to be processed is determined to be used as the target seat. The target seat is determined from the candidate seats based on the amount of the events to be processed, the overtime of event processing caused by the large amount of the events to be processed of the seat is avoided, the time length of waiting for processing the events is shortened, and the time efficiency of event processing is improved.
If the same seat does not exist between the first seat set and the second seat set, and/or the server does not determine the seat corresponding to the target event to be distributed from the historical processing record based on the event correlation information, the server may first determine classification information of the target event to be distributed, and determine at least one candidate seat from the first seat set, and then, if a plurality of candidate seats exist, obtain the event quantity to be processed of each candidate seat, and determine the candidate seat with the minimum event quantity to be processed as the target seat.
It should be noted that the first agent set may include the same classification information as the target event to be assigned. The first set of agents may contain a plurality of agents for each classification information.
Take an advisory event of purchasing an item as an example, wherein the advisory event comprises: the order number for the purchase item is 123456. The event with the processed waybill number of 123456 is not recorded in the history.
At present, 6 seats of a customer service department are in a working state, wherein the seat A, the seat B, the seat C and the seat D belong to a consultation group, and the seat E and the seat F belong to a complaint group. The specific situation of each seat is as follows: the agent A is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, and the pending event amount is 10 pieces; the agent B is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, and the pending event amount is 7 pieces; c, the seat is not in a distribution receiving state; d, the agents are in a distribution receiving state, the maximum processable event amount of the day is 30 pieces, the processed events are 5 pieces, and the pending event amount is 5 pieces. E, the agent is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, and the pending event amount is 5 pieces; the E agent is not in the allocation receive state.
Referring to fig. 3, in step S302, the server may determine that the target event to be distributed is a consultation event with an invoice number of 123456, where the classification information of the target event to be distributed is a consultation; in step S304, the server may determine a first agent set according to the maximum processable event amount and the distribution receiving state, where the first agent set includes an agent B, an agent D, and an agent E; in step S306, based on the classification information, an agent corresponding to the classification information is determined from the first agent set, and the determination is performed as follows: b seat and D seat; in step S106, the server obtains the pending event volumes of the B agent and the D agent, respectively, and determines the D agent with the minimum pending event volume as the target agent.
And S108, sending the target event to be distributed to the event processing terminal corresponding to the target seat.
The event processing terminal may refer to a terminal used by the target agent to process the event currently. The event processing terminal may be, for example, a mobile phone, a tablet, a personal computer, or the like. The protection scope of the present disclosure can be regarded as various terminals that can process events.
The server can obtain the time length to be worked of the target seat, and according to the actual event distribution condition, before the target event to be distributed is sent, the server can also judge whether the time length of the target seat is the time length to be worked of the target seat or not, if the result is exceeded, the server stops distributing the target event to be distributed to the target seat.
The server may also determine whether the pending event volume of the agent is modified and/or the working state of the agent is changed before sending the target event to be distributed, and if the pending event volume is modified and/or the working state of the agent is changed, the server may stop distributing the target event to be distributed to the target agent.
It should be noted that, after the server successfully sends the target event to be allocated, the amount to be allocated of the target agent in the cache may be updated, so that the subsequent event allocation is used conveniently.
According to the exemplary embodiment of the disclosure, after a target event to be distributed is sent, the target event to be distributed is removed from the event set to be distributed, and the event set to be distributed is updated; and re-determining the target event to be distributed from the updated event set to be distributed until the distribution task of the event set to be distributed is completed. The method and the device for distributing the event sets realize the distribution of the event sets, avoid the problem of event overstock caused by no seat getting or no distribution of the event sets, improve the intellectualization of event distribution, improve the distribution efficiency of the events and reduce the cost of manual processing.
Taking a shopping event set to be distributed as an example, the method specifically comprises 3 events: the a event is a consultation event and the consultation time is reserved, the waybill number is 123456, the b event is a complaint event and is a special mark event, the order number is 11223344, the c event is a modification event, and the waybill number is 22334455. In the history processing record, the A agent, the B agent and the C agent process the event with the order number of 11223344, and the B agent processes the event with the order number of 123456.
In addition, the customer service department currently has 4 seats in working condition, and the concrete condition of each seat is: the agent A is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 15 pieces, the pending event amount is 10 pieces, and the agent A is not in an absence state; the agent B is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 10 pieces, the pending event amount is 5 pieces, and the agent B is not in an absence state; c, the seats are in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 25 pieces, the pending event amount is 5 pieces, and the seats are not in an unseating state; d, the agent is in a distribution receiving state, the maximum processable event amount on the day is 30 pieces, the processed events are 20 pieces, the pending event amount is 5 pieces, and the agent is in an absence state.
Referring to fig. 4, in step S401, the server may obtain a shopping event set to be distributed, sort events of the event set to be distributed based on a preset priority processing rule, and determine that a priority processing order of the events is: b, a, c; in step S403, determining that the target event to be distributed is an event b; in step S104, the server may determine that a agent, B agent, and C agent have processed the B event based on the order number 11223344 of the B event, and that a agent and B agent are in the current state of being able to accept the event, thus yielding: the candidate seats are: a seat and B seat; in step S106, the server obtains the amount of events to be processed of agent a and agent B, and determines that the target agent is agent B; in step S108, the server sends the B event to the event processing terminal corresponding to the B agent; in step S405, removing the event b from the shopping event set to be distributed, and updating the shopping event set to be distributed; in step S407, the target to-be-allocated seat is re-issued as the a event, and steps S104 to S407 are executed in a loop until the purchase of the to-be-allocated event set is completed.
According to an exemplary embodiment of the disclosure, after a target event to be distributed is removed from a set of events to be distributed, a server may first detect a modification operation for a pending event amount of a target agent; then, updating the pending event amount of the target agent based on the modifying operation, withdrawing the event sending operation, and recovering the pending event set.
The modification operation of the to-be-processed event amount may refer to an operation in which the to-be-processed event amount of the agent is modified to be smaller than the to-be-processed event amount before modification.
After the target events to be distributed are removed from the event set to be distributed, the server detects that the amount of the events to be processed for the target agents is modified, the amount of the events to be processed for the target agents in the cache can be updated based on the modification operation, the event sending operation for the target events to be distributed is withdrawn, and the target events to be distributed are added to the updated event set to be distributed so as to recover the event set to be distributed.
According to an exemplary embodiment of the disclosure, a server may record a sending duration of a sending target event to be distributed; if the sending duration is longer than the time threshold, detecting whether the target seat is in a state of being capable of bearing the event currently; and if the detection result is that the target agent is currently in the state of being capable of bearing the event, resending the target event to be distributed, and updating the amount of the event to be processed of the target agent.
The sending duration may refer to a duration from the time when the server sends the target event to be distributed to the server until the event processing terminal is received.
If the sending duration is longer than the time threshold, it can be obtained that the target event to be distributed is always in the sending process, and the sending process includes the problem of sending errors. And when detecting that the target agent is in a state capable of bearing the event currently, the server can resend the target event to be distributed to the event processing terminal corresponding to the target agent and update the amount of the target agent to be processed event in the cache. The method and the device execute a detection process after the sending target is to be distributed, and reduce errors of an event distribution process.
It should be noted that although the various steps of the methods of the present disclosure are depicted in the drawings in a particular order, this does not require or imply that these steps must be performed in this particular order, or that all of the depicted steps must be performed, to achieve desirable results. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step execution, and/or one step broken down into multiple step executions, etc.
Further, in an exemplary embodiment of the present disclosure, an event distribution apparatus is also provided.
Fig. 5 schematically shows a block diagram of an event distribution apparatus according to an exemplary embodiment of the present disclosure. Referring to fig. 5, an event distribution apparatus 500 according to an exemplary embodiment of the present disclosure may include: an event acquisition module 502, a candidate agent determination module 504, a target agent determination module 506, and an event assignment module 508.
The event obtaining module 502 is configured to obtain a target event to be distributed, where the target event to be distributed includes event-related information; a candidate agent determining module 504, configured to determine, based on the event correlation information, at least one candidate agent that corresponds to the target event to be allocated and is currently in a state capable of receiving the event from the history processing record; a target agent determining module 506, configured to, if multiple candidate agents exist, obtain an amount of events to be processed of each candidate agent, and determine a candidate agent with a minimum amount of events to be processed as a target agent; and the event distribution module 508 is configured to send the target event to be distributed to the event processing terminal corresponding to the target agent.
According to another embodiment of the present disclosure, referring to fig. 6, the candidate agent determination module 504 may include: an agent information acquisition unit 601, a current agent determination unit 603, a historical agent determination unit 605, and a candidate agent determination unit 607.
The agent information acquiring unit 601 is configured to acquire maximum processable event quantities and distribution receiving states corresponding to a plurality of agents currently in a working state; a current agent determining unit 603, configured to determine, according to the maximum processable event amount and the distribution receiving state, at least one agent currently in a state capable of accepting events, as a first agent set; a historical agent determining unit 605, configured to determine, based on the event correlation information, at least one agent corresponding to the target event to be allocated from the historical processing record, as a second agent set; a candidate agent determination unit 607, configured to determine at least one identical agent as a candidate agent if at least one identical agent exists between the first agent set and the second agent set.
According to another embodiment of the present disclosure, the event distribution apparatus 500 may be further configured to perform: if the same seat does not exist between the first seat set and the second seat set, determining classification information of the target event to be distributed; and determining at least one seat which is the same as the classification information from the first seat set as a candidate seat.
According to another embodiment of the disclosure, the candidate agent determination module 504 may be configured to perform: determining at least one agent corresponding to the target event to be distributed from the historical processing records as a second agent set based on the event correlation information; and determining at least one agent currently in a receivable event state from the second agent set as a candidate agent.
According to another embodiment of the disclosure, the candidate agent determination module 504 may be configured to perform: respectively acquiring the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the working state; determining at least one agent currently in a state capable of bearing the event according to the maximum processable event quantity and the distribution receiving state, and using the at least one agent as a first agent set; and determining at least one seat corresponding to the target event to be distributed from the first seat set as a candidate seat based on the event correlation information and the historical processing record.
According to another embodiment of the present disclosure, referring to fig. 7, the event obtaining module 502 may further include: an event set acquisition unit 702 and a target event determination unit 704.
The event set acquiring unit 702 is configured to acquire an event set to be distributed, and sort events in the event set to be distributed based on a preset priority processing rule; a target event determining unit 704, configured to determine, from the sorted event set to be allocated, an event with the highest priority as a target event to be allocated.
According to another embodiment of the present disclosure, the event distribution apparatus 500 may be further configured to perform: after the target event to be distributed is sent, the target event to be distributed is removed from the event set to be distributed, and the event set to be distributed is updated; and re-determining the target event to be distributed from the updated event set to be distributed until the distribution task of the event set to be distributed is completed.
According to another embodiment of the present disclosure, the event distribution apparatus 500 may be further configured to perform: after the target events to be distributed are removed from the event set to be distributed, the modification operation of the amount of the events to be processed aiming at the target seats is detected; and updating the amount of the events to be processed of the target agent based on the modification operation, withdrawing the event sending operation and recovering the set of the events to be distributed.
According to another embodiment of the present disclosure, the event distribution apparatus 500 may be further configured to perform: recording the sending duration of the event to be distributed of the sending target; if the sending duration is longer than the time threshold, detecting whether the target seat is in a state of being capable of bearing the event currently; and if the detection result is in a state of being capable of bearing the event, re-sending the target event to be distributed and updating the amount of the event to be processed of the target agent.
The details of each module/unit in the above-mentioned apparatus have been described in detail in the embodiments of the method section, and thus are not described again.
In an exemplary embodiment of the present disclosure, there is also provided a computer-readable storage medium having stored thereon a program product capable of implementing the above-described method of the present specification. In some possible embodiments, aspects of the invention may also be implemented in the form of a program product comprising program code means for causing a terminal device to carry out the steps according to various exemplary embodiments of the invention described in the above-mentioned "exemplary methods" section of the present description, when the program product is run on the terminal device.
In an exemplary embodiment of the present disclosure, an electronic device capable of implementing the above method is also provided.
As will be appreciated by one skilled in the art, aspects of the present invention may be embodied as a system, method or program product. Thus, various aspects of the invention may be embodied in the form of: an entirely hardware embodiment, an entirely software embodiment (including firmware, microcode, etc.) or an embodiment combining hardware and software aspects that may all generally be referred to herein as a "circuit," module "or" system.
An electronic device 800 according to this embodiment of the invention is described below with reference to fig. 8. The electronic device 800 shown in fig. 8 is only an example and should not bring any limitations to the function and scope of use of the embodiments of the present invention.
As shown in fig. 8, electronic device 800 is in the form of a general purpose computing device. The components of the electronic device 800 may include, but are not limited to: the at least one processing unit 810, the at least one memory unit 820, a bus 830 connecting different system components (including the memory unit 820 and the processing unit 810), and a display unit 840.
Wherein the storage unit stores program code that is executable by the processing unit 810 to cause the processing unit 810 to perform steps according to various exemplary embodiments of the present invention as described in the above section "exemplary methods" of the present specification. For example, the processing unit 810 may perform steps S102 to S108 as shown in fig. 1.
The storage unit 820 may include readable media in the form of volatile memory units such as a random access memory unit (RAM)8201 and/or a cache memory unit 8202, and may further include a read only memory unit (ROM) 8203.
The storage unit 820 may also include a program/utility 8204 having a set (at least one) of program modules 8205, such program modules 8205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 800 may also communicate with one or more external devices 900 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to communicate with the electronic device 800, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 800 to communicate with one or more other computing devices. Such communication may occur via input/output (I/O) interfaces 850. Also, the electronic device 800 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the internet) via the network adapter 860. As shown, the network adapter 860 communicates with the other modules of the electronic device 800 via the bus 830. It should be appreciated that although not shown, other hardware and/or software modules may be used in conjunction with the electronic device 800, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.
Through the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein may be implemented by software, or by software in combination with necessary hardware. Therefore, the technical solution according to the embodiments of the present disclosure may be embodied in the form of a software product, which may be stored in a non-volatile storage medium (which may be a CD-ROM, a usb disk, a removable hard disk, etc.) or on a network, and includes several instructions to enable a computing device (which may be a personal computer, a server, a terminal device, or a network device, etc.) to execute the method according to the embodiments of the present disclosure.
Furthermore, the above-described figures are merely schematic illustrations of processes involved in methods according to exemplary embodiments of the invention, and are not intended to be limiting. It will be readily understood that the processes shown in the above figures are not intended to indicate or limit the chronological order of the processes. In addition, it is also readily understood that these processes may be performed synchronously or asynchronously, e.g., in multiple modules.
It should be noted that although in the above detailed description several modules or units of the device for action execution are mentioned, such a division is not mandatory. Indeed, the features and functionality of two or more modules or units described above may be embodied in one module or unit, according to embodiments of the present disclosure. Conversely, the features and functions of one module or unit described above may be further divided into embodiments by a plurality of modules or units.
Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This application is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.
It will be understood that the present disclosure is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is to be limited only by the terms of the appended claims.
Claims (12)
1. An event distribution method, comprising:
acquiring a target event to be distributed, wherein the target event to be distributed comprises event correlation information;
determining at least one candidate seat which corresponds to the target event to be distributed and is in a state capable of bearing the event currently from a history processing record based on the event correlation information;
if a plurality of candidate seats exist, acquiring the amount of events to be processed of each candidate seat, and determining the candidate seat with the minimum amount of events to be processed as a target seat;
and sending the target event to be distributed to an event processing terminal corresponding to the target seat.
2. The event distribution method according to claim 1, wherein determining at least one candidate agent corresponding to the target event to be distributed and currently in a sustainable event state from a history processing record based on the event correlation information comprises:
respectively acquiring the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the working state;
determining at least one agent currently in a state capable of bearing the event according to the maximum processable event quantity and the distribution receiving state, and using the at least one agent as a first agent set;
determining at least one seat corresponding to the target event to be distributed from a historical processing record based on the event correlation information, and using the seat as a second seat set;
if at least one same seat exists between the first seat set and the second seat set, determining the at least one same seat as a candidate seat.
3. The event distribution method according to claim 2, further comprising:
if the same seat does not exist between the first seat set and the second seat set, determining classification information of the target event to be distributed;
and determining at least one seat which is the same as the classification information from the first seat set to serve as a candidate seat.
4. The event distribution method according to claim 1, wherein determining at least one candidate agent corresponding to the target event to be distributed and currently in a sustainable event state from a history processing record based on the event correlation information comprises:
determining at least one seat corresponding to the target event to be distributed from a historical processing record based on the event correlation information, and using the seat as a second seat set;
and determining at least one agent currently in a receivable event state from the second agent set as a candidate agent.
5. The event distribution method according to claim 1, wherein determining at least one candidate agent corresponding to the target event to be distributed and currently in a sustainable event state from a history processing record based on the event correlation information comprises:
respectively acquiring the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the working state;
determining at least one agent currently in a state capable of bearing the event according to the maximum processable event quantity and the distribution receiving state, and using the at least one agent as a first agent set;
and determining at least one seat corresponding to the target event to be distributed from the first seat set as a candidate seat based on the event correlation information and the historical processing record.
6. The event distribution method according to any one of claims 1 to 5, wherein the acquiring of the target event to be distributed comprises:
acquiring an event set to be distributed, and sequencing the events in the event set to be distributed based on a preset priority processing rule;
and determining the event with the highest priority as a target event to be distributed from the sorted event set to be distributed.
7. The event distribution method according to claim 6, further comprising:
after the target event to be distributed is sent, removing the target event to be distributed from the event set to be distributed, and updating the event set to be distributed;
and re-determining a target event to be distributed from the updated event set to be distributed until the distribution task of the event set to be distributed is completed.
8. The event distribution method according to claim 6, further comprising:
after a target event to be distributed is removed from the event set to be distributed, detecting the modification operation of the amount of the events to be processed aiming at the target seat;
and updating the amount of the events to be processed of the target agent based on the modification operation, withdrawing the event sending operation and recovering the set of the events to be distributed.
9. The event distribution method according to claim 6, further comprising:
recording the sending duration of the target event to be distributed;
if the sending duration is greater than a time threshold, detecting whether the target seat is in a state of being capable of bearing an event currently;
and if the detection result is in a state of being capable of bearing the event, re-sending the target event to be distributed, and updating the amount of the events to be processed of the target agent.
10. An event distribution apparatus, comprising:
the event acquisition module is used for acquiring a target event to be distributed, wherein the target event to be distributed comprises event correlation information;
a candidate agent determining module, configured to determine, based on the event correlation information, at least one candidate agent that corresponds to the target event to be allocated and is currently in a state capable of receiving the event from a history processing record;
the target seat determining module is used for acquiring the to-be-processed event quantity of each candidate seat if a plurality of candidate seats exist, and determining the candidate seat with the minimum to-be-processed event quantity as the target seat;
and the event distribution module is used for sending the target event to be distributed to the event processing terminal corresponding to the target seat.
11. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the event distribution method according to any one of claims 1 to 9.
12. An electronic device, comprising:
one or more processors;
storage means for storing one or more programs which, when executed by the one or more processors, cause the one or more processors to carry out the event distribution method according to any one of claims 1 to 9.
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