CN111680914B - Event distribution method, event distribution device, storage medium, and electronic device - Google Patents

Event distribution method, event distribution device, storage medium, and electronic device Download PDF

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Publication number
CN111680914B
CN111680914B CN202010514298.3A CN202010514298A CN111680914B CN 111680914 B CN111680914 B CN 111680914B CN 202010514298 A CN202010514298 A CN 202010514298A CN 111680914 B CN111680914 B CN 111680914B
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event
agent
target
distributed
determining
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CN111680914A (en
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郝建伟
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Xi'an Jingxundi Supply Chain Technology Co ltd
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Xi'an Jingxundi Supply Chain Technology Co ltd
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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
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063116—Schedule adjustment for a person or group
    • 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
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services

Abstract

The disclosure provides an event distribution method, an event distribution device, a computer readable storage medium and electronic equipment, 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 association information; determining at least one candidate seat which corresponds to the target event to be distributed and is in a state of being capable of bearing the event from a history processing record based on the event association information; if a plurality of candidate agents exist, acquiring event amounts to be processed of the candidate agents, and determining the candidate agent with the smallest event amount to be processed as a target agent; and sending the target event to be distributed to an event processing terminal corresponding to the target agent. The method and the device can improve the distribution efficiency of the event and reduce the waiting time of the event.

Description

Event distribution method, event distribution device, storage medium, and electronic device
Technical Field
The present disclosure relates to the field of computer technology, 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 typically sets a plurality of agents to handle related events such as consultation, complaints, modification, and business queries of customers.
After receiving a plurality of different types of events, the customer service department provides two event allocation schemes: the first is that the customer service department stores a plurality of different types of events into an event pool, then a plurality of agents respectively pick up the processable events from the event pool, and then each agent returns electricity to customers through the customer service system to process related problems of the events. The second is that the customer service department distributes a plurality of different types of events to different agents according to historic distribution experience. However, if the agent forgets to pick up the event and the customer service department does not distribute the event, the event in the event pool is backlogged too much, the event waiting time is long, and the event distribution efficiency is low.
It should be noted that the information disclosed in the above background section is only for enhancing 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
It is an object of the present disclosure to provide an event distribution method, an event distribution apparatus, a computer-readable storage medium, and an electronic device, which further overcome, at least to some extent, the problems of long event waiting processing time and low event distribution efficiency due to limitations and drawbacks 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 association information; determining at least one candidate seat which corresponds to the target event to be distributed and is in a state of being capable of bearing the event from a history processing record based on the event association information; if a plurality of candidate agents exist, acquiring event amounts to be processed of the candidate agents, and determining the candidate agent with the smallest event amount to be processed as a target agent; and sending the target event to be distributed to an event processing terminal corresponding to the target agent.
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 association information; the candidate agent determining module is used for determining at least one candidate agent which corresponds to the target event to be distributed and is in a state of being capable of bearing the event from the historical processing record based on the event association information; the target agent determining module is used for acquiring the event quantity to be processed of each candidate agent if a plurality of candidate agents exist, and determining the candidate agent with the minimum event quantity to be processed as the target agent; the event distribution module is used for sending the target event to be distributed to the event processing terminal corresponding to the target agent.
Alternatively, the candidate agent determination module may include: the seat information acquisition unit is used for respectively acquiring the maximum processable event quantity and the distribution receiving state corresponding to the plurality of seats in the current working state; the current agent determining unit is used for determining at least one agent in the current event bearing state according to the maximum event processing amount and the distribution receiving state and taking the at least one agent as a first agent 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 based on the event association information, and the at least one agent is used as a second agent set; and the candidate agent determining unit is used for determining at least one identical agent as a candidate agent if the at least one identical agent exists between the first agent set and the second agent set.
Optionally, the event distribution apparatus may be further configured to perform: if the same agent does not exist between the first agent set and the second agent set, determining classification information of the target event to be distributed; and determining at least one agent which is the same as the classification information from the first agent set, and taking the at least one agent as a candidate agent.
Alternatively, 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 record based on the event association information as a second agent set; and determining at least one agent currently in a state of accepting the event from the second agent set as a candidate agent.
Alternatively, the candidate agent determination module may be configured to perform: respectively obtaining the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the current working state; determining at least one seat in a current event-bearing state according to the maximum event-bearing quantity and the distribution receiving state as a first seat set; and determining at least one agent corresponding to the target event to be distributed from the first agent set based on the event association information and the historical processing record, and taking the at least one agent as a candidate agent.
Optionally, the event acquisition module may further include: the event set acquisition unit is used for acquiring an event set to be allocated, and sorting the events in the event set to be allocated based on a preset priority processing rule; and the target event determining unit is used for determining the event with the highest priority from the ordered event set to be distributed as the target event 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 task of distributing the event set to be distributed is completed.
Optionally, the event distribution apparatus may be further configured to perform: after eliminating the target event to be distributed from the event set to be distributed, detecting the modification operation of the event quantity to be processed aiming at the target agent; updating the amount of the event to be processed of the target agent based on the modifying operation, withdrawing the event sending operation, and recovering the event set to be allocated.
Optionally, the event distribution apparatus may be further configured to perform: recording the sending time length of the event to be distributed of the sending target; if the sending time is longer than the time threshold, detecting whether the target seat is in a state of being capable of bearing the event currently; if the detection result is in the state of being in the acceptable event, the target event to be distributed is resent, and the event quantity to be processed of the target seat is updated.
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; and a storage means for storing one or more programs which, when executed by the 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 some embodiments of the present disclosure, first, a target event to be allocated is obtained, where the target event to be allocated includes event association information; then, based on the event association information, determining at least one candidate seat which corresponds to the target event to be distributed and is in a state of adapting to the event from the historical processing record; then, if a plurality of candidate agents exist, acquiring the event quantity to be processed of each candidate agent, and determining the candidate agent with the minimum event quantity to be processed as a target agent; and then, the target event to be distributed is sent to an event processing terminal corresponding to the target agent. On the one hand, the method and the device determine candidate agents which correspond to the target to-be-allocated event and are in a state capable of bearing the event currently from the historical processing record based on the event association information, then determine the target agents from the candidate agents, enable the determined target agents to be agents for knowing the content of the target to-be-allocated event, improve the event processing efficiency, and simultaneously determine the target agents from a plurality of candidate agents based on the to-be-processed event quantity, so that event processing timeout caused by large to-be-processed event quantity of the agents is avoided, the duration of the event waiting processing is reduced, 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 backlog caused by no seat pickup 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 disclosure and together with the description, serve to explain the principles of the disclosure. It will be apparent to those of ordinary skill in the art that the drawings in the following description are merely examples of the disclosure and that other drawings may be derived from them without undue effort. 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 decision flow diagram for an agent currently in a state of acceptable events according to an exemplary embodiment of the present disclosure;
FIG. 3 schematically illustrates a flow chart of 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 for 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 example embodiment of the 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 illustrates 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. However, the exemplary embodiments may be embodied in many 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 the 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 present disclosure. However, those skilled in the art will recognize that the aspects of the present disclosure may be practiced with one or more of the specific details, or with other methods, components, devices, steps, etc. 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 a repetitive description thereof 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 software or in one or more hardware modules or integrated circuits or in different networks and/or processor devices and/or microcontroller devices.
In this disclosure, the terms "comprising," "including," and "containing" are used to indicate an open-ended meaning and are intended to mean that additional elements/components/etc. may be present in addition to the listed elements/components/etc. In addition, the terms "first," "second," and "first," "second," are used herein for distinguishing purposes only, and should not be taken as a limitation of the present disclosure.
The flow diagrams depicted in the figures are exemplary only and not necessarily all steps are included. For example, some steps may be decomposed, and some steps may be combined or partially combined, so that the order of actual execution may be changed according to actual situations.
Currently, in order to facilitate customers to transact various services, most enterprises and companies set up customer service departments, and a plurality of agents in the customer service departments process events of customers about complaints, consultations, modifications, service queries and the like.
After receiving a plurality of different types of events, the customer service department stores the plurality of different types of events into an event pool, then a plurality of agents respectively pick up the processable events from the event pool, and then each agent calls the customer to solve the problems related to the events. However, the event is not timely picked up at the seat for processing, and the customer service department does not distribute the event, which results in the problem of backlog of the event in the event pool, and also results in the problems of long waiting processing time of each event and low event distribution efficiency.
In response to 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, each step of the event distribution method may be performed by a 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 cellular 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.
The steps of the event distribution method in the present exemplary embodiment will be described in more detail with reference to the accompanying drawings and examples.
Fig. 1 schematically illustrates a flow chart of an event distribution method of an exemplary embodiment of the present disclosure. In the following description, an example is described in which a server is an execution subject. Referring to fig. 1, the event distribution method may specifically include the steps of:
S102, acquiring a target event to be distributed.
In an exemplary embodiment of the present disclosure, a target to-be-assigned event may refer to an event that a server is currently ready to be assigned to an agent for processing. The target to-be-assigned event may include event association information. The event-related information may refer to, among other things, a customer identification related to the event, an identification of the event, and the like. For example, the event-related information may be a telephone number of a customer, a play list number of an event, an order number of an event, or the like.
For example, a consultation event regarding purchasing an item, wherein the consultation event includes: the purchase item's waybill number 123456, order number 345678, customer name number Wang Yi and customer phone number: 1234567890.
The server may determine a manifest number, an order number, and a telephone number of a customer of the consultation event as the event-related information.
According to an exemplary embodiment of the present disclosure, a server may first obtain a set of events to be allocated, and sort events in the set of events to be allocated based on a preset priority processing rule; and then determining the event with the highest priority from the ordered event set to be distributed as a target event to be distributed.
The to-be-allocated event set may include a plurality of events that the server needs to allocate to the agents 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 power-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 sequence. There is no limitation in this disclosure.
S104, determining at least one candidate agent which corresponds to the target event to be distributed and is in a state of adapting to the event from the historical processing record based on the event association information.
In an exemplary embodiment of the present disclosure, the history processing record may include event-related information of each event that has been historically processed, and agent information corresponding to each event.
The agents currently in the event receivable state can be determined according to the maximum event processable amount and the distribution receiving state corresponding to the agents currently in the working state. The server can acquire the current working state, the maximum processable event quantity, the distribution state, the event quantity to be processed and the like of the seat.
The currently operating agents may refer to agents that are 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 can also set the maximum number of the events processed by the agent in a working time as the maximum event amount. The allocation reception state may refer to a state in which an agent can automatically receive an allocation event.
In the case where the agent automatically receives the allocation event and the maximum processable event amount of the agent is not reached, the server may determine the agent currently in a state of being able to accept the event. According to the event correlation information, at least one candidate agent which corresponds to the target event to be distributed and is in a state of being capable of bearing the event is determined from the historical processing record, the fact that the determined candidate agent does not know the content of the target event to be distributed is avoided, and the event processing efficiency can be improved.
The server may use the event platform state of the agent logged in to be the current working state, or may use whether the agent is in an off-site state as one of conditions for determining the agent currently in an event receivable state. The off-site state may be, for example, whether the seat is in a dining state, whether the seat temporarily takes a leave for 1 hour, or the like.
In an exemplary embodiment of the present disclosure, a candidate agent may refer to an agent that is determined by a server to be likely to be assigned to a target to-be-assigned event.
For example, the customer service department currently has 5 seats in working state, and each seat is in a specific condition that the seat A is not in a distribution receiving state and the maximum treatable event quantity of the current day is 20; the seat B is in a distribution receiving state, the maximum number of the events which can be processed on the same day is 20, the number of the events which are processed is 5, the number of the events which are to be processed is 10, and the seat B is not in an off-seat state; the seat C is in a distribution receiving state, when the maximum daily event amount capable of being processed is 30, the processed events are 20, and the event amount to be processed is 10; the seat is in a distribution receiving state, the maximum treatable event quantity of the current day is 30, the processed events are 20, the event quantity to be processed is 5, and the seat is in an off-seat state; e, the seat is in a distribution receiving state, the maximum number of events which can be processed on the same day is 30, the number of events which are processed is 15, the number of events which are to be processed is 5, and the seat is not in an off-seat state.
Taking fig. 2 as an example, in step S201, the server may obtain 5 agents currently in a working state, in step S203, may respectively determine whether the 5 agents are in a distribution receiving state, so as to obtain that the a agent is not in the distribution receiving state, and the other 4 agents are all in the distribution receiving state, and the server executes step S211 on the a agent, and determines the a agent as an agent that does not 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, so as to obtain the maximum processable event amount of the agent C, where the agent B, the agent D, and the agent E do not reach the maximum processable event amount of the agent, and execute step S211 on the agent C; in step S207, the server may determine whether the B agent, the D agent, and the E agent are in an off-seat state, to obtain that the D agent is in an off-seat state, and execute step S211 on the D agent; in step S209, the server may determine that the agents currently in the acceptable event state are: b and E agents.
Therefore, the server can obtain that the agents currently in the event acceptable state are: b and E agents.
According to the exemplary embodiment of the present disclosure, a server may first obtain maximum processable event amounts and allocation receiving states corresponding to a plurality of agents currently in a working state, respectively; then, determining at least one seat in the current event-bearing state according to the maximum event-bearing quantity and the distribution receiving state as a first seat set; then, determining at least one agent corresponding to the target event to be distributed from the historical processing record based on the event association information as a second agent set; then, if there is at least one identical agent between the first set of agents and the second set of agents, the at least one identical agent is determined to be a candidate agent. If the same agent does not exist between the first agent set and the second agent set, determining classification information of the target event to be distributed; and determining at least one agent which is the same as the classification information from the first agent set, and taking the at least one agent as a candidate agent.
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 to-be-allocated event may refer to information for classifying the target to-be-allocated event according to the requirement of the customer for the event. For example, the classification information may be consultation, complaint, modification, and the like.
It should be noted that, in the event distribution process, there may be no agent corresponding to the target event to be distributed in the history processing record. The server may also determine at least one candidate agent from the first set of agents based on classification information of the target to-be-assigned event.
For example, the target to-be-distributed event is a consultation event about purchasing an item, wherein the consultation event comprises: the manifest number 123456 of the purchase item. The history processing records record the consultation event with the number of the processed order of the agent A and the agent C being 123456.
The customer service department currently has 4 seats currently in a working state, and the specific conditions of each seat are as follows: the seat A is in a distribution receiving state, when the maximum daily processable event quantity is 40, the processed event quantity is 20, the event quantity to be processed is 10, and the seat A is not in an off-seat state; the seat B is in a distribution receiving state, the maximum treatable event quantity of the current day is 30, the number of the treated events is 20, the number of the events to be treated is 5, and the seat B is not in an off-seat state; the seat is in a distribution receiving state, the maximum treatable event quantity of the current day is 30, the processed event quantity is 15, the event quantity to be processed is 5, and the seat is not in an off-seat state; the seat is in a distribution receiving state, the maximum number of events which can be processed on the same day is 30, the number of events which are processed is 20, the number of events which are to be processed is 5, and the seat is in an off-seat state.
The server may first determine, referring to fig. 2, that the first agent set includes an agent a, an agent B, and an agent C for the step of determining that the first agent set is in a state of being able to accept an event; then, determining an agent A and an agent C of a second agent set based on the waybill number of the target event to be allocated; finally, the first agent set and the second agent set have the same agents: a seat and a seat C. Thus, the server determines the a-agent and the C-agent as candidate agents.
According to an exemplary embodiment of the present disclosure, the server may determine, from the history processing record, at least one agent corresponding to the target event to be allocated as the second agent set based on the event association information; then, at least one agent currently in a state of being in a receivable event can be determined from the second agent set to serve as a candidate agent. The method and the device can determine at least one agent which meets the current situation of the acceptable event from the second agent set, reduce the complexity of the event distribution process and improve the event distribution efficiency.
After acquiring the target event to be allocated, according to another exemplary embodiment of the present disclosure, the server may also first acquire the maximum processable event amounts and allocation receiving states corresponding to the plurality of agents currently in the working state respectively; then, at least one seat in the current event-bearing state can be determined according to the maximum event-bearing quantity and the distribution receiving state and used as a first seat set; finally, the server may determine, from the first agent set, at least one agent corresponding to the target event to be allocated as a candidate agent based on the event association information and the history processing record.
For example, the target to-be-distributed event is a consultation event about purchasing an item, wherein the consultation event comprises: the manifest number 123456 of the purchase item. The history processing records record the consultation event with the number of the processed order of the agent A, the agent B and the agent C being 123456.
In addition, the specific working states of the seat A, the seat B and the seat C are as follows: a and C are currently in working state, and B is not currently in working state. The seat A is in a distribution receiving state, when the maximum daily processable event quantity is 30, the processed event quantity is 20, the event quantity to be processed is 10, and the seat A is not in an off-seat state; the seat C is in a distribution receiving state, the maximum number of events which can be processed on the same day is 30, the number of events which are processed is 15, the number of events which are to be processed is 5, and the seat C is not in an off-seat state.
The server may first determine that the agent a, the agent B, and the agent C belong to the second agent set based on the waybill number of the target event to be allocated, and then determine, according to the step of determining that the agent is currently in the state of being able to accept the event in fig. 2, the agent in the second agent set that is currently in the state of being able to accept the event, so as to obtain that the agent C is a candidate agent.
S106, if a plurality of candidate agents exist, acquiring the event quantity to be processed of each candidate agent, and determining the candidate agent with the minimum event quantity to be processed as a target agent.
In an exemplary embodiment of the present disclosure, the amount of events to be processed may refer to the number of events that have been assigned to an agent and that have not yet been processed by the agent.
Under the condition that a plurality of candidate agents exist, the server can firstly acquire the event quantity to be processed of each candidate agent and store the event quantity into a cache; and then, sequencing the event quantity to be processed of the candidate agents from small to large, and then determining the candidate agent with the smallest event quantity to be processed as the target agent. According to the method and the device for processing the event, the target agent is determined from the plurality of candidate agents based on the event quantity to be processed, so that event processing timeout caused by large event quantity to be processed of the agent is avoided, the time length of the event waiting to be processed is reduced, and event processing timeliness is improved.
If the first agent set and the second agent set do not have the same agents, and/or the server does not determine the agents corresponding to the target to-be-allocated events from the history processing record based on the event association information, the server can determine the classification information of the target to-be-allocated events first, and determine at least one candidate agent from the first agent set, and then, if a plurality of candidate agents exist, acquire the to-be-processed event quantity of each candidate agent, and determine the candidate agent with the minimum to-be-processed event quantity as the target agent.
It should be noted that, the first agent set may include the same classification information as the target to-be-allocated event. The first agent set may contain a plurality of agents for each classification information.
Taking a consultation event of purchasing an item as an example, the consultation event includes: the manifest number 123456 of the purchase item. Events with processed waybill number 123456 are not recorded in the history processing record.
Currently, 6 seats of a customer service department are in a working state, wherein an A seat, a B seat, a C seat and a D seat belong to a consultation group, and an E seat and an F seat belong to a complaint group. The specific conditions of each seat are as follows: the seat A is in a distribution receiving state, when the maximum daily event amount capable of being processed is 30, the processed events are 20, and the event amount to be processed is 10; the seat B is in a distribution receiving state, the maximum treatable event quantity of the current day is 30, the processed event quantity is 20, and the event quantity to be processed is 7; the seat is not in the distribution receiving state; the seat D is in a distribution receiving state, the maximum number of events which can be processed on the same day is 30, the number of events which are processed is 5, and the number of events which are to be processed is 5. E, the seat is in a distribution receiving state, the maximum treatable event quantity of the current day is 30, the number of the treated events is 20, and the event quantity to be treated is 5; the E agent is not in the distribution receiving state.
Referring to fig. 3, in step S302, the server may target the event to be allocated as a consultation event with a menu number of 123456, wherein the classification information of the target event to be allocated is a consultation; in step S304, the server may determine a first agent set according to the maximum processable event amount and the allocation receiving state, where the first agent set includes a B agent, a D agent, and an E agent; in step S306, based on the classification information, agents corresponding to the classification information are determined from the first agent set, and are respectively: a seat B and a seat D; in step S106, the server obtains the event amounts to be processed of the B agent and the D agent, respectively, and determines the D agent with the smallest event amount to be processed as the target agent.
S108, sending the target event to be distributed to an event processing terminal corresponding to the target agent.
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 cell phone, tablet, personal computer, etc. Various terminals that can handle events can be considered as the scope of the present disclosure.
The server can acquire the waiting time length of the target agent, and can judge whether the time length of the target agent is equal to the waiting time length of the target agent or not before sending the target waiting event according to the actual event distribution condition, if the result is exceeded, the server stops distributing the target waiting event to the target agent.
The server may also determine whether the event amount to be processed of the agent is modified and/or whether the working state of the agent is changed before sending the target event to be allocated, and if the event amount to be processed is modified and/or the working state of the agent is changed, the server may stop allocating the target event to be allocated to the target agent.
It should be noted that, after the server sends the target event to be allocated successfully, the amount to be allocated of the target agent in the cache may be updated, so as to facilitate the use of subsequent event allocation.
According to an exemplary embodiment of the present disclosure, after a target to-be-allocated event is transmitted, the target to-be-allocated event is removed from a to-be-allocated event set, and the to-be-allocated event set is updated; and re-determining the target event to be distributed from the updated event set to be distributed until the task of distributing the event set to be distributed is completed. The event distribution method and the event distribution system realize distribution of the event sets, avoid the problem of event backlog caused by no seat acquisition or no distribution of the event sets, improve the intellectualization of event distribution, improve the event distribution efficiency and reduce the cost of manual processing.
Taking a shopping event set to be distributed as an example, the shopping event set specifically comprises 3 events: the event a is a consultation event and reserved consultation time, the event b is a complaint event and specially marked event, the event c is a modification event, and the event c is a waybill number 22334455. The history records the events with the order number of 11223144 processed by the agent A, the agent B and the agent C, and the events with the order number of 123456 processed by the agent B.
In addition, the customer service department currently has 4 seats in a working state, and the specific conditions of each seat are as follows: the seat A is in a distribution receiving state, when the maximum daily processable event quantity is 30, the processed event quantity is 15, the event quantity to be processed is 10, and the seat A is not in an off-seat state; the seat B is in a distribution receiving state, the maximum treatable event quantity of the current day is 30, the number of the treated events is 10, the number of the events to be treated is 5, and the seat B is not in an off-seat state; the seat is in a distribution receiving state, the maximum treatable event quantity of the current day is 30, the number of the treated events is 25, the number of the events to be treated is 5, and the seat is not in an off-seat state; the seat is in a distribution receiving state, the maximum number of events which can be processed on the same day is 30, the number of events which are processed is 20, the number of events which are to be processed is 5, and the seat is in an off-seat state.
Referring to fig. 4, in step S401, the server may acquire a shopping event set to be allocated, and sort the events of the event set to be allocated based on a preset priority processing rule, and determine that the event priority processing order is: b event, a event, c event; in step S403, it is determined that the target event to be allocated is a b event; in step S104, the server may determine, based on the order number 11223344 of the B event, that the a agent, the B agent, and the C agent have processed the B event, and that the a agent and the B agent are in the current state of being able to accept the event, so as to obtain: the candidate agents are: a seat A and a seat B; in step S106, the server acquires event amounts to be processed of the agent a and the agent B, and determines that the target agent is the agent B; in step S108, the server sends the event B to the event processing terminal corresponding to the seat B; in step S405, the event b is removed from the shopping to-be-allocated event set, and the shopping to-be-allocated event set is updated; in step S407, the target agent to be distributed is re-output as an event a, and steps S104 to S407 are circularly executed until the purchase of the set of events to be distributed is completed.
According to an exemplary embodiment of the present disclosure, after eliminating a target to-be-allocated event from a to-be-allocated event set, a server may first detect a modification operation of a to-be-processed event amount for a target agent; then, the event quantity to be processed of the target agent is updated based on the modification operation, the event sending operation is withdrawn, and the event set to be allocated is restored.
The modification operation of the event quantity to be processed may refer to an operation in which the event quantity to be processed of the agent is modified to be smaller than the event quantity to be processed before modification.
After eliminating the target to-be-allocated event from the to-be-allocated event set, if the server detects that the to-be-processed event quantity of the target agent is modified, the to-be-processed event quantity of the target agent in the cache can be updated based on the modification operation, the event sending operation for the target to-be-allocated event is withdrawn, and the target to-be-allocated event is added to the updated to-be-allocated event set so as to restore the to-be-allocated event set.
According to an exemplary embodiment of the present disclosure, a server may record a transmission duration of a transmission target to-be-allocated event; if the sending time is longer than the time threshold, detecting whether the target seat is in a state of being capable of bearing an event; if the detection result is that the current event receiving state is available, the target event waiting to be distributed is resent, and the event waiting amount of the target agent is updated.
The sending duration may refer to a duration from a time when the server sends the target event to be distributed to a time when the event processing terminal is received.
If the transmission time period is longer than the time threshold, it can be obtained that the target event to be allocated is always in the transmission process, and the transmission process includes a transmission error problem. The server detects that the target agent is in a state of being capable of bearing the event, then the event to be distributed of the target agent can be sent to the event processing terminal corresponding to the target agent again, and the event quantity to be processed of the target agent in the cache is updated. After the target to be allocated is sent, the detection process is executed, and errors in the event allocation process are reduced.
It should be noted that although the steps of the methods in the present disclosure are depicted in the accompanying drawings in a particular order, this does not require or imply that the steps must be performed in that particular order, or that all illustrated steps be performed, to achieve desirable results. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step to perform, and/or one step decomposed into multiple steps to perform, etc.
Further, in an exemplary embodiment of the present disclosure, an event distribution apparatus is also provided.
Fig. 5 schematically illustrates 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 distribution module 508.
The event obtaining module 502 is configured to obtain a target event to be allocated, where the target event to be allocated includes event association information; the candidate agent determining module 504 is configured to determine, from the history processing record, at least one candidate agent that corresponds to the target event to be allocated and is currently in a state of being able to accept the event, based on the event association information; the target agent determining module 506 is configured to obtain an event amount to be processed of each candidate agent if there are multiple candidate agents, and determine a candidate agent with a minimum event amount to be processed as a target agent; the event distribution module 508 is configured to send the target event to be distributed to an 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: the agent information acquisition unit 601, the current agent determination unit 603, the history agent determination unit 605, and the candidate agent determination unit 607.
The agent information obtaining unit 601 is configured to obtain maximum processable event amounts and allocation receiving states corresponding to a plurality of agents currently in a working state respectively; a current agent determining unit 603, configured to determine, as a first agent set, at least one agent currently in a state of being able to accept an event according to the maximum processable event amount and the allocation receiving state; a historical agent determining unit 605, configured to determine, based on the event association information, at least one agent corresponding to the target event to be allocated from the historical processing record, as a second agent set; the candidate agent determining unit 607 is configured to determine at least one identical agent as a candidate agent if there is at least one identical agent 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 agent does not exist between the first agent set and the second agent set, determining classification information of the target event to be distributed; and determining at least one agent which is the same as the classification information from the first agent set, and taking the at least one agent as a candidate agent.
According to another embodiment of the present 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 record based on the event association information as a second agent set; and determining at least one agent currently in a state of accepting the event from the second agent set as a candidate agent.
According to another embodiment of the present disclosure, the candidate agent determination module 504 may be configured to perform: respectively obtaining the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the current working state; determining at least one seat in a current event-bearing state according to the maximum event-bearing quantity and the distribution receiving state as a first seat set; and determining at least one agent corresponding to the target event to be distributed from the first agent set based on the event association information and the historical processing record, and taking the at least one agent as a candidate agent.
According to another embodiment of the present disclosure, referring to fig. 7, the event acquisition module 502 may further include: an event set acquisition unit 702 and a target event determination unit 704.
The event set obtaining unit 702 is configured to obtain an event set to be allocated, and order events in the event set to be allocated based on a preset priority processing rule; the target event determining unit 704 is configured to determine, from the ordered set of events 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 task of distributing 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 eliminating the target event to be distributed from the event set to be distributed, detecting the modification operation of the event quantity to be processed aiming at the target agent; updating the amount of the event to be processed of the target agent based on the modifying operation, withdrawing the event sending operation, and recovering the event set to be allocated.
According to another embodiment of the present disclosure, the event distribution apparatus 500 may be further configured to perform: recording the sending time length of the event to be distributed of the sending target; if the sending time is longer than the time threshold, detecting whether the target seat is in a state of being capable of bearing the event currently; if the detection result is in the state of being in the acceptable event, the target event to be distributed is resent, and the event quantity to be processed of the target seat is updated.
The specific details of the modules/units in the above apparatus are already described in the embodiments of the method section, and thus are not repeated.
In an exemplary embodiment of the present disclosure, a computer-readable storage medium having stored thereon a program product capable of implementing the method described above in the present specification is also provided. In some possible embodiments, the aspects of the invention may also be implemented in the form of a program product comprising program code for causing a terminal device to carry out the steps according to the various exemplary embodiments of the invention as described in the "exemplary method" section of this specification, 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.
Those skilled in the art will appreciate that the various aspects of the invention may be implemented as a system, method, or program product. Accordingly, aspects of the invention may be embodied in the following forms, namely: an entirely hardware embodiment, an entirely software embodiment (including firmware, micro-code, etc.) or an embodiment combining hardware and software aspects may be referred to herein as a "circuit," module "or" system.
An electronic device 800 according to such an embodiment of the invention is described below with reference to fig. 8. The electronic device 800 shown in fig. 8 is merely an example and should not be construed as limiting the functionality and scope of use of embodiments of the present invention.
As shown in fig. 8, the electronic device 800 is embodied in the form of a general purpose computing device. Components of electronic device 800 may include, but are not limited to: the at least one processing unit 810, the at least one storage unit 820, a bus 830 connecting the different system components (including the storage 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 such that the processing unit 810 performs steps according to various exemplary embodiments of the present invention described in the above section of the "exemplary method" of the present specification. For example, the processing unit 810 may perform steps S102 to S108 shown in fig. 1.
The storage unit 820 may include readable media in the form of volatile storage units, such as Random Access Memory (RAM) 8201 and/or cache memory 8202, and may further include Read Only Memory (ROM) 8203.
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 or some combination of which may include an implementation of a network environment.
Bus 830 may be one or more of several types of bus structures including a memory unit bus or memory unit controller, a peripheral bus, an accelerated graphics port, a processing unit, or a local bus using any of a variety of bus architectures.
The electronic device 800 may also communicate with one or more external devices 900 (e.g., keyboard, pointing device, bluetooth device, etc.), one or more devices that enable a user to communicate with the electronic device 800, and/or any devices (e.g., routers, modems, etc.) that enable the electronic device 800 to communicate with one or more other computing devices. Such communication may occur through an input/output (I/O) interface 850. Also, electronic device 800 may communicate with one or more networks such as a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the Internet, through network adapter 860. As shown, network adapter 860 communicates with other modules of electronic device 800 over bus 830. It should be appreciated that although not shown, other hardware and/or software modules may be used in connection with electronic device 800, including, but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, data backup storage systems, and the like.
From the above description of embodiments, those skilled in the art will readily appreciate that the example embodiments described herein may be implemented in software, or may be implemented in software in combination with the necessary hardware. Thus, 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 (may be a CD-ROM, a U-disk, a mobile hard disk, etc.) or on a network, including several instructions to cause a computing device (may be a personal computer, a server, a terminal device, or a network device, etc.) to perform the method according to the embodiments of the present disclosure.
Furthermore, the above-described drawings are only schematic illustrations of processes included in the method according to the exemplary embodiment of the present invention, and are not intended to be limiting. It will be readily appreciated that the processes shown in the above figures do not indicate or limit the temporal order of these processes. In addition, it is also readily understood that these processes may be performed synchronously or asynchronously, for example, among a plurality of modules.
It should be noted that although in the above detailed description several modules or units of a 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 in accordance with embodiments of the present disclosure. Conversely, the features and functions of one module or unit described above may be further divided into a plurality of modules or units to be embodied.
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 adaptations, 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 is to be understood that the present disclosure is not limited to the precise arrangements and instrumentalities shown in the drawings, and that various modifications and changes may be effected without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.

Claims (9)

1. An event distribution method, comprising:
acquiring a target event to be distributed, wherein the target event to be distributed comprises event association information;
based on the event association information, determining at least one candidate agent which corresponds to the target event to be distributed and is in a state of acceptable event currently from a historical processing record, wherein the candidate agent comprises the following components:
respectively obtaining the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the current working state;
Determining at least one seat in a current event-bearing state according to the maximum event-processible quantity and the distribution receiving state as a first seat set;
Determining at least one agent corresponding to the target event to be distributed from a history processing record based on the event association information, and taking the agent as a second agent set;
If at least one identical agent exists between the first agent set and the second agent set, determining the at least one identical agent as a candidate agent;
if the first agent set and the second agent set do not have the same agents, determining classification information of the target event to be distributed;
Determining at least one agent which is the same as the classification information from the first agent set, and taking the agent as a candidate agent;
If a plurality of candidate agents exist, acquiring event amounts to be processed of the candidate agents, and determining the candidate agent with the smallest event amount to be processed as a target agent;
The target event to be distributed is sent to an event processing terminal corresponding to the target agent; recording the sending duration of the event to be distributed of the target; if the sending time is longer than a time threshold, detecting whether the target agent is in a state of being in a receivable event currently; if the detection result is in a state of being capable of bearing the event, retransmitting the target event to be distributed, and updating the event quantity to be processed of the target seat;
before the target event to be distributed is sent, determining whether the event quantity to be processed of the agent is modified and whether the working state of the target agent is changed, and if the event quantity to be processed is modified and/or the working state of the agent is changed, stopping distributing the target event to be distributed to the target agent.
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 state of acceptable event from a history processing record based on the event association information further comprises:
Determining at least one agent corresponding to the target event to be distributed from a history processing record based on the event association information, and taking the agent as a second agent set;
and determining at least one agent currently in a state of accepting the event from the second agent set as a candidate agent.
3. 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 state of acceptable event from a history processing record based on the event association information further comprises:
respectively obtaining the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the current working state;
Determining at least one seat in a current event-bearing state according to the maximum event-processible quantity and the distribution receiving state as a first seat set;
and determining at least one agent corresponding to the target event to be distributed from the first agent set based on the event association information and the historical processing record, and taking the agent as a candidate agent.
4. A method of event distribution as claimed in any one of claims 1 to 3 wherein obtaining a target event to be distributed comprises:
Acquiring an event set to be allocated, and sequencing the events in the event set to be allocated based on a preset priority processing rule;
and determining the event with the highest priority from the ordered event set to be distributed as a target event to be distributed.
5. The event distribution method according to claim 4, wherein the event distribution method further comprises:
After the target event to be distributed is sent, eliminating 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 task to be distributed of the event set to be distributed is completed.
6. The event distribution method according to claim 4, wherein the event distribution method further comprises:
recording the sending time length of the target event to be distributed;
If the sending time is longer than a time threshold, detecting whether the target agent is in a state of being in a receivable event currently;
and if the detection result is in the state of being in the acceptable event, retransmitting the target event to be distributed, and updating the event quantity to be processed of the target seat.
7. 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 association information;
A candidate agent determining module, configured to determine, from a history processing record, at least one candidate agent that corresponds to the target event to be allocated and is currently in a state of acceptable event based on the event association information,
The candidate agent determination module is further configured to perform the following operations: respectively obtaining the maximum processable event quantity and the distribution receiving state corresponding to a plurality of agents in the current working state; determining at least one seat in a current event-bearing state according to the maximum event-processible quantity and the distribution receiving state as a first seat set; determining at least one agent corresponding to the target event to be distributed from a history processing record based on the event association information, and taking the agent as a second agent set; if at least one identical agent exists between the first agent set and the second agent set, determining the at least one identical agent as a candidate agent; if the first agent set and the second agent set do not have the same agents, determining classification information of the target event to be distributed; determining at least one agent which is the same as the classification information from the first agent set, and taking the agent as a candidate agent;
the target agent determining module is used for acquiring the event quantity to be processed of each candidate agent if a plurality of candidate agents exist, and determining the candidate agent with the minimum event quantity to be processed as the target agent;
the event distribution module is used for sending the target event to be distributed to an event processing terminal corresponding to the target agent;
The apparatus is further configured to perform: recording the sending time length of the target event to be distributed; if the sending time is longer than a time threshold, detecting whether the target agent is in a state of being in a receivable event currently; if the detection result is in a state of being capable of bearing the event, retransmitting the target event to be distributed, and updating the event quantity to be processed of the target seat;
before the target event to be distributed is sent, determining whether the event quantity to be processed of the agent is modified and whether the working state of the target agent is changed, and if the event quantity to be processed is modified and/or the working state of the agent is changed, stopping distributing the target event to be distributed to the target agent.
8. A computer-readable storage medium, on which a computer program is stored, characterized in that the program, when executed by a processor, implements the event distribution method according to any of claims 1 to 6.
9. 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 implement the event distribution method of any of claims 1 to 6.
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