CN112804405B

CN112804405B - Customer service distribution and management method and device

Info

Publication number: CN112804405B
Application number: CN201911113585.7A
Authority: CN
Inventors: 张宇希
Original assignee: Tencent Technology Shenzhen Co Ltd
Current assignee: Tencent Technology Shenzhen Co Ltd
Priority date: 2019-11-14
Filing date: 2019-11-14
Publication date: 2022-07-01
Anticipated expiration: 2039-11-14
Also published as: CN112804405A

Abstract

The invention provides a customer service distribution and management method and device. Wherein the method comprises the following steps: detecting a storage state of a customer service queue corresponding to a first customer service client; when the storage state indicates that at least one user which is not served exists in the customer service queue, loading a control for releasing the user; responding to a trigger event received by the control, and acquiring state cache data of a second customer service client in the same customer service group with the first customer service client; determining a target customer service client based on the state cache data of the second customer service client; and distributing the unserviced user to the target customer service client so as to enable the target customer service client to provide customer service for the unserviced user. The invention can improve the switching efficiency and the switching success rate so as to ensure the timeliness of providing the customer service for the user without service.

Description

Customer service distribution and management method and device

Technical Field

The invention relates to the field of customer service, in particular to a customer service distribution and management method and device.

Background

With the rapid development and popularization of the internet, a customer service system, such as an online customer service system, is a system in which customer service personnel provide customer service to users by using an instant messaging manner, and plays an important role in the business activities of enterprises, namely, the customer service system is a service window closely contacting the enterprises and the users.

In the related technology, when a customer service staff approaches to the next shift time, the customer service staff finds that unprocessed users exist in a customer service queue served by the customer service staff, and at the moment, the customer service staff needs to transfer the unprocessed users to a certain customer service staff or a customer service group one by one for service before the next shift. However, when the number of unprocessed users is large, the transfer efficiency is low, and meanwhile, if the transferred customer service personnel or customer service group is not on-line, the transfer is failed, so that the users cannot obtain timely customer service.

Disclosure of Invention

Embodiments of the present invention provide a method and an apparatus for distributing and managing customer services, which can improve switching efficiency and switching success rate, so as to ensure timeliness of providing customer service for an unserviced user.

The technical scheme of the embodiment of the invention is realized as follows:

the embodiment of the invention provides a customer service distribution method, which comprises the following steps:

detecting a storage state of a customer service queue corresponding to a first customer service client;

when the storage state indicates that at least one user which is not served exists in the customer service queue, loading a control for releasing the user;

responding to a trigger event received by the control, and acquiring state cache data of a second customer service client in the same customer service group with the first customer service client;

determining a target customer service client based on the state cache data of the second customer service client;

and distributing the unserviced user to the target customer service client so as to enable the target customer service client to provide customer service for the unserviced user.

The embodiment of the invention also provides a customer service management method, which comprises the following steps:

monitoring the login state of a first customer service client;

when the login state indicates that the first customer service client does not log in, or the first customer service client logs in but is in an offline state, detecting a storage state of a customer service queue corresponding to the first customer service client;

An embodiment of the present invention further provides a customer service distribution device, where the device includes:

the detection unit is used for detecting the storage state of the customer service queue corresponding to the first customer service client;

the loading unit is used for loading a control for releasing a user when the storage state indicates that at least one user which is not served exists in the customer service queue;

the acquisition unit is used for responding to the trigger event received by the control and acquiring state cache data of a second customer service client in the same customer service group with the first customer service client;

the determining unit is used for determining a target customer service client based on the state cache data of the second customer service client;

and the distribution unit is used for distributing the user which is not served to the target customer service client so as to enable the target customer service client to provide the customer service for the user which is not served.

An embodiment of the present invention further provides a customer service management device, where the device includes:

the monitoring unit is used for monitoring the login state of the first customer service client;

the detection unit is used for detecting the storage state of the customer service queue corresponding to the first customer service client when the login state indicates that the first customer service client does not login or the first customer service client logs in but is in an offline state;

a memory for storing executable instructions;

and the processor is used for realizing the customer service distribution method provided by the embodiment of the invention when executing the executable instructions stored in the memory.

a memory for storing executable instructions;

and the processor is used for realizing the customer service management method provided by the embodiment of the invention when executing the executable instructions stored in the memory.

The embodiment of the present invention further provides a storage medium, which stores executable instructions, and when the executable instructions are executed, the storage medium is used for implementing the customer service allocation method provided by the embodiment of the present invention, or implementing the customer service management method provided by the embodiment of the present invention.

The application of the embodiment of the invention has the following beneficial effects:

by applying the method and the device for distributing and managing the customer service, when at least one user which is not served exists in the customer service queue of the first customer service client, the state cache data of the second customer service client in the same customer service group with the first customer service client is obtained by responding to the trigger event received by the control of the release user, and then the target customer service client is determined based on the state cache data of the second customer service client, and the user which is not served is distributed to the target customer service client for serving, therefore, the switching efficiency can be effectively improved by the trigger operation of the control of the release user, and the target customer service client providing the customer service is determined based on the state cache data of the second customer service client in the same customer service group, the condition that the switched target customer service client can not be switched can be avoided, and the switching success rate is improved, thereby ensuring the timeliness of providing customer service for users who are not served.

Drawings

Fig. 1 is a schematic flow chart of a method for switching users provided in the related art;

FIG. 2 is an alternative architectural diagram of a customer service distribution system according to an embodiment of the present invention;

fig. 3A is a schematic diagram of an alternative hardware configuration of a customer service distribution apparatus according to an embodiment of the present invention;

FIG. 3B is a schematic diagram of an alternative configuration of a customer service distribution device according to an embodiment of the present invention;

fig. 3C is a schematic diagram of another alternative structure of the customer service management device according to the embodiment of the present invention;

FIG. 4 is a schematic flow chart of an alternative customer service allocation method according to an embodiment of the present invention;

FIG. 5 is a schematic diagram of a display interface for releasing a control of a user according to an embodiment of the present invention;

fig. 6 is a schematic view of a display interface for prompt information in the first customer service client according to an embodiment of the present invention;

FIG. 7 is a diagram illustrating a notification message displayed on a display interface of a target customer service client according to an embodiment of the present invention;

FIG. 8 is a schematic flow chart of another alternative customer service allocation method according to an embodiment of the present invention;

fig. 9 is a schematic flow chart of another alternative customer service management method according to an embodiment of the present invention;

FIG. 10 is a schematic diagram of another display interface for releasing a control of a user according to an embodiment of the present invention;

fig. 11 is a schematic view of a display interface for the prompt information in the management client according to the embodiment of the present invention;

FIG. 12 is a schematic flow chart of another alternative customer service management method according to an embodiment of the present invention;

fig. 13 is an alternative schematic structural diagram of a customer service distribution method according to an embodiment of the present invention;

FIG. 14 is a schematic flow chart illustrating an alternative method for distributing customer service to customer service staff according to an embodiment of the present invention;

fig. 15 is an alternative flowchart of a method for managing customer service on the administrator side according to an embodiment of the present invention.

Detailed Description

In order to make the objects, technical solutions and advantages of the present invention clearer, the following detailed description of the present invention with reference to the accompanying drawings, the described embodiments should not be construed as limiting the present invention, and all other embodiments obtained by those skilled in the art without making creative efforts shall fall within the protection scope of the present invention.

In the following description, reference is made to "some embodiments" which describe a subset of all possible embodiments, but it is understood that "some embodiments" may be the same subset or different subsets of all possible embodiments, and that the various solutions described in the embodiments of the present invention may be combined with each other without conflict.

In the following description, references to the terms "first," "second," etc. are used merely to distinguish similar elements and do not denote a particular order or sequence of elements, but rather the terms "first," "second," etc. are used to interchange particular orders or sequences as may be permitted, and to enable embodiments of the invention described herein to be practiced in other than the order shown or described.

Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which embodiments of the present invention belong. The terminology used in the description of the invention herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention.

Before further detailed description of the embodiments of the present invention, terms and expressions referred to in the embodiments of the present invention will be described, and the terms and expressions referred to in the embodiments of the present invention will be explained as follows.

1) And the first customer service client is used for referring to the client belonging to the customer service personnel initiating the request of the transfer service user.

2) In the embodiment of the invention, when the second customer service client is in an online state, the second customer service client can provide corresponding customer service for the service user transferred by the first customer service client.

3) Releasing the users, transferring all the users which are not served in the user slot of a certain customer service client (such as a first customer service client) to other customer service clients (such as a second customer service client) at one time, and emptying the user slot of the first customer service client.

4) And the user slot is used for referring to the set of all user lists which are in service and are to be served in the online customer service system.

5) The service queue, in which the users stored in the user slots are actually arranged in a "queue", that is, all the users being served and waiting to be served arranged in a "queue" form an element of the service queue.

6) And distributing, namely assigning users of the consultation service to the user slot of each customer service client, and providing the customer service by the customer service client according to the user slot of which the user is assigned to.

7) And switching, namely switching the service user from the user slot of one customer service client to the user slot of another customer service client so that the another customer service client continues to provide the customer service for the service user.

8) On-line, a state of the customer service client (e.g. the first customer service client, the second customer service client) can be adjusted in the customer service workbench, and if the customer service staff selects on-line, the user of the new consultation service is allocated to the user slot of the customer service staff.

9) When the customer service staff selects offline, another state of the customer service clients (such as the first customer service client and the second customer service client) can be adjusted in the customer service workbench, and if the customer service staff selects offline, the user of the new consultation service will not be redistributed to the user slot of the customer service staff.

10) And (4) logging out, wherein the user is in an off-line state by default after logging out of the system, and when logging in again, the user needs to input the account and the password again.

11) The system comprises a management customer service client and a management server, wherein the management customer service client is used for referring to a client belonging to a manager for managing customer service personnel (such as the customer service personnel of a first customer service client), most of the managers are customer service managers and can manage the customer service personnel, generally speaking, the managers are responsible for experience of the customer service personnel and can score the customer service personnel so as to check the customer service personnel, and the managers can check data such as customer service monitoring and session conditions through a background server.

12) The customer service monitoring is used for checking the service condition of each customer service staff, and generally checking the online condition, the service duration, the number of the service users being served, the number of the service users already served and the like of the customer service staff.

13) In response to the condition or state on which the performed operation depends, one or more of the performed operations may be in real-time or may have a set delay when the dependent condition or state is satisfied; there is no restriction on the order of execution of the operations performed unless otherwise specified.

The customer service distribution and management method provided by the embodiment of the invention relates to a Cloud service technology in the field of artificial intelligence, and can be realized by combining a Cloud technology, wherein the Cloud technology refers to a hosting technology for realizing calculation, storage, processing and sharing of data by unifying series resources such as hardware, software, a network and the like in a wide area network or a local area network, and can also be understood as a general term of a network technology, an information technology, an integration technology, a management platform technology, an application technology and the like based on Cloud computing business mode application.

The customer service distribution and management method provided by the embodiment of the invention can be realized based on the artificial intelligence cloud service in the cloud technology, and the artificial intelligence cloud service is explained below. The so-called artificial intelligence cloud Service is also generally called AI as a Service (AI aas). Specifically, the AIaaS platform splits several types of common Artificial Intelligence (AI) services, and provides an independent or packaged service at the cloud. This service model is similar to the one opened in an AI theme mall: all developers can access one or more artificial intelligence services provided by the platform by means of Application Programming Interface (API), and some of the sophisticated developers can also use the AI framework and the AI infrastructure provided by the platform to deploy and operate and maintain their own dedicated cloud artificial intelligence services. According to the embodiment of the invention, at least one unserviced user in the customer service queue of the first customer service client is transferred to the reasonable target customer service client through the technology of the artificial intelligence cloud service, so that the target customer service client provides customer service for the at least one unserviced user, and the method has very high application value in the application of the customer service in the customer service system.

At present, in a customer service system, many customer service staff adopt a shift-based service mode, for example, a time period divided into a white shift or a night shift, and the customer service staff on duty can provide customer service for a user requesting consultation service in the corresponding time period. However, in practical applications, when the customer service staff is about to go to work, the customer service staff usually stops taking over new users and is ready to work after the users stored in the user slots served by the customer service staff are processed. However, during the operation of the enterprise, there may be a large number of users who request the consultation service intensively in a period of time, and it is obvious that it is difficult for the customer service staff who prepare to go off duty to process so many users' messages before going off duty. In view of the above situation, customer service staff need to forward users who fail to provide services, and a method for forwarding users is proposed in the related art.

In some embodiments of the related art, referring to fig. 1, fig. 1 is a flowchart of a method for switching users provided in the related art, first, a customer service person selects a user to be switched from all users who cannot provide services, and then, the customer service person selects a switching manner, that is, selects a switching manner of "switching to person" or a switching manner of "switching to group", if the switching manner of "switching to person" is selected, it is necessary to further determine whether the switched customer service person is online, when the switched customer service person is online, the user who cannot provide services can be successfully switched to an independent customer service person, and when the switched customer service person is offline, the switching cannot be performed, resulting in failure of switching to the person; if the switching mode of switching to the group is selected, whether online customer service personnel exist in the switched customer service group or not needs to be further judged, if the online customer service personnel exist in the switched customer service group, a switching button is clicked, the user who cannot provide service is successfully switched to any one of the online customer service personnel, and if the online customer service personnel do not exist in the switched customer service group, the switching is realized wirelessly, so that the switching to the group fails.

The inventor finds in the research process that in the related art, only users who fail to provide services can be switched one by one, the operation flow of the switching users is long, especially when the number of the users who fail to provide services is large, the operation of the switching users is very inefficient, the switching efficiency is seriously affected, and the switching cannot be performed if the switched customer service staff or customer service group is not on-line. Under the condition of small probability, the customer service staff may not log out and switch the offline state when going out of work, and at the moment, users can continuously enter the user slot of the customer service staff, so that the users cannot obtain timely customer service. As for the administrator of the customer service system, when it is found that there are users who are not served in the user slot of a certain offline customer service staff, there is no way to handle the users who are left behind by the offline customer service staff, which may also affect the user forwarding efficiency, and may also cause the user service to be untimely.

Therefore, the prior art lacks an effective solution for how to improve the switching efficiency and the switching success rate so as to ensure the timeliness of providing the customer service for the user who is not served.

In order to solve at least the above technical problems of the related art, embodiments of the present invention provide a method and an apparatus for allocating and managing customer services, which can effectively improve the transfer efficiency through a trigger operation on a control for releasing a user, and determine a target customer service client providing the customer service based on state cache data of a second customer service client of the same customer service group, so as to avoid a situation that the transferred target customer service client cannot be transferred, improve the transfer success rate, and thus ensure timeliness of providing the customer service for an unserviced user.

The following describes an exemplary application of the customer service distribution device implementing the customer service distribution method according to the embodiment of the present invention, and the customer service distribution device according to the embodiment of the present invention may be implemented as various types of terminal devices such as a notebook computer, a tablet computer, a desktop computer, a set-top box, a mobile device (e.g., a mobile phone, a portable music player, a personal digital assistant, a dedicated messaging device, and a portable game device). The customer service distribution method provided by the embodiment of the invention can be implemented by the first customer service client, that is, the customer service distribution equipment provided by the embodiment of the invention can be implemented by the first customer service client. The customer service management method of the embodiment of the invention can be implemented by a customer service management client, that is, the customer service management device of the embodiment of the invention can be implemented by a customer service management client.

An exemplary application of the customer service distribution system according to the embodiment of the present invention will be described below with reference to the accompanying drawings, taking the customer service distribution device as the first customer service client as an example. Referring to fig. 2 and fig. 2 are schematic diagrams of an optional architecture of the customer service distribution system 10 according to an embodiment of the present invention, in order to implement an exemplary supported application, the first customer service client 100 is connected to a server 300 located in a cloud, and the first customer service client 100 may be connected to the server 300 through a network 200 based on various wireless communication manners or wired communication manners. The network 200 may be a wide area network or a local area network, or a combination thereof, and uses a wireless link to realize data transmission. It should be noted that the server 300 may be a physical device or a virtualized device.

In some embodiments, the first service client 100 is configured to detect a storage status of a service queue corresponding to the first service client 100, load a control for releasing a user when the storage status indicates that at least one user not served exists in the service queue, and send an acquisition request of status cache data of a second service client in the same service group as the first service client to the server 300 in response to a trigger event received by the control, the server 300 sends the status cache data of the second service client in the same service group to the first service client 100 after receiving the acquisition request, the first service client 100 is further configured to determine a target service client 400 based on the status cache data of the second service client in the same service group, and allocate the user not served to the target service client 400, so that the target service client 400 can provide service for the user not served, thereby ensuring the timeliness of providing customer service for users who are not served. The architecture for the customer service management system can be understood with reference to the alternative architecture of the customer service distribution system 10 shown in FIG. 2.

Next, a description will be given of a hardware configuration of a customer service distribution apparatus that implements the customer service distribution method according to the embodiment of the present invention. The customer service distribution device may be implemented as a first customer service client. As for the hardware structure of the customer service management device implementing the customer service management method of the embodiment of the present invention, it can be understood by referring to the hardware structure of the customer service distribution device, and the customer service management device can be implemented as a customer service management client.

Referring to fig. 3A and fig. 3A are schematic diagrams illustrating an alternative hardware structure of a customer service distribution device 30 according to an embodiment of the present invention, it is to be understood that fig. 3A only shows an exemplary structure of the customer service distribution device, and not a whole structure, and a part of the structure or the whole structure shown in fig. 3A may be implemented as needed. The customer service distribution device 30 provided by the embodiment of the present invention includes: at least one processor 310, memory 350, at least one network interface 320, and a user interface 330. The various components in the customer service distribution equipment 30 are coupled together by a bus system 340. It will be appreciated that the bus system 340 is used to enable communications among the components connected. The bus system 340 includes a power bus, a control bus, and a status signal bus in addition to a data bus. For clarity of illustration, however, the various buses are labeled as bus system 340 in fig. 3A.

The Processor 310 may be an integrated circuit chip having Signal processing capabilities, such as a general purpose Processor, a Digital Signal Processor (DSP), or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, or the like, wherein the general purpose Processor may be a microprocessor or any conventional Processor, or the like.

The user interface 330 includes one or more output devices 331, including one or more speakers and/or one or more visual display screens, that enable presentation of media content. The user interface 330 also includes one or more input devices 332, including user interface components to facilitate user input, such as a keyboard, mouse, microphone, touch screen display, camera, other input buttons and controls.

The memory 350 may be removable, non-removable, or a combination thereof. Exemplary hardware devices include solid state memory, hard disk drives, optical disk drives, and the like. Memory 350 optionally includes one or more storage devices physically located remote from processor 310.

The memory 350 may include either volatile memory or nonvolatile memory, and may also include both volatile and nonvolatile memory. The nonvolatile Memory may be a Read Only Memory (ROM), and the volatile Memory may be a Random Access Memory (RAM). The memory 350 described in embodiments of the invention is intended to comprise any suitable type of memory.

In some embodiments, memory 350 is capable of storing data to support various operations, examples of which include programs, modules, and data structures, or subsets or supersets thereof, as exemplified below.

An operating system 351 including system programs for processing various basic system services and performing hardware-related tasks, such as a framework layer, a core library layer, a driver layer, etc., for implementing various basic services and processing hardware-based tasks;

a network communication module 352 for communicating to other computing devices via one or more (wired or wireless) network interfaces 320, exemplary network interfaces 320 including: bluetooth, wireless compatibility authentication (WiFi), and Universal Serial Bus (USB), etc.;

a presentation module 353 for enabling presentation of information (e.g., a user interface for operating peripherals and displaying content and information) via one or more output devices 331 (e.g., a display screen, speakers, etc.) associated with the user interface 330;

an input processing module 354 for detecting one or more user inputs or interactions from one of the one or more input devices 332 and translating the detected inputs or interactions.

In some embodiments, the customer service distribution device provided by the embodiment of the present invention may be implemented in software, fig. 3A illustrates a customer service distribution device 355 stored in the memory 350, which may be software in the form of programs, plug-ins, and the like, and includes a series of software modules, when the customer service distribution device 355 is implemented as a first customer service client, see fig. 3B, and fig. 3B is an optional structural schematic diagram of the customer service distribution device 355 provided by the embodiment of the present invention, for example, the customer service distribution device 355 includes a detection unit 3551, a loading unit 3552, an obtaining unit 3553, a determination unit 3554, and a distribution unit 3555, and functions of these units are logical, so that functions implemented by each software module may be arbitrarily combined or further split.

In other embodiments, the customer service distribution Device provided by the embodiments of the present invention may be implemented in hardware, and for example, the customer service distribution Device provided by the embodiments of the present invention may be a processor in the form of a hardware decoding processor, which is programmed to execute the customer service distribution method provided by the embodiments of the present invention, for example, the processor in the form of the hardware decoding processor may be one or more Application Specific Integrated Circuits (ASICs), DSPs, Programmable Logic Devices (PLDs), Complex Programmable Logic Devices (CPLDs), Field Programmable Gate Arrays (FPGAs), or other electronic components.

Referring to fig. 3C and fig. 3C are schematic diagrams of an optional component structure of the customer service management device according to the embodiment of the present invention, for example, the customer service management device includes a monitoring unit 3556, a detecting unit 3551, a loading unit 3552, an obtaining unit 3553, a determining unit 3554, and an allocating unit 3555, and functions of these units are logical, so that any combination or further splitting may be performed according to functions implemented by each software module. Here, it should be noted that specific functions of each unit in the customer service distribution device provided in the embodiment of the present invention shown in fig. 3B and the customer service management device provided in the embodiment of the present invention shown in fig. 3C will be described below.

The following describes an implementation of the customer service distribution method provided in the embodiment of the present invention with reference to an exemplary application and implementation of the customer service distribution device provided in the embodiment of the present invention.

Referring to fig. 4, fig. 4 is an optional schematic flow chart of the customer service distribution method according to the embodiment of the present invention, and it can be understood from the foregoing that the customer service distribution method according to the embodiment of the present invention can be implemented by the first customer service client. The following takes the customer service distribution device as the first customer service client as an example, that is, the first customer service client executes the customer service distribution method provided in the embodiment of the present invention, and the description is made with reference to the steps shown in fig. 4.

Step 401, the first customer service client detects a storage state of a customer service queue corresponding to the first customer service client.

In some embodiments, the first customer service client may detect the storage state of its corresponding customer service queue as follows: monitoring the access state of a user client in a customer service queue of a first customer service client; when the in-out state indicates that the user client leaves a customer service queue of the first customer service client or the user client newly enters the customer service queue of the first customer service client, generating a first instruction; and triggering and detecting the storage state of the customer service queue corresponding to the first customer service client based on the first instruction.

In the embodiment of the present invention, the user client initiating the consultation service request may be stored in a customer service queue, for example, the customer service queue is a First-in First-out (FIFO) queue, and since the FIFO queue is a container with a limited space and has a First-in First-out function, the stored user client initiating the consultation service request may be updated in time.

For example, the first customer service client provides the customer service to the user client which is initially stored in the customer service queue, and when the service to the user client which is initially stored in the customer service queue is completed, the user client which is completed in service is removed from the customer service queue, that is, the user client which is completed in service leaves the customer service queue of the first customer service client.

That is to say, the access state (for example, leaving or newly entering the service queue) of the user client in the service queue of the first service client directly affects the storage state of the service queue of the first service client, and therefore, in the embodiment of the present invention, the access state of the user client in the service queue of the first service client is monitored to trigger the detection of the storage state of the service queue corresponding to the first service client, that is, to trigger the judgment of whether there is an unserviced user in the service queue of the first service client, so as to subsequently provide the service to the unserviced user.

Step 402, when the storage state indicates that at least one user which is not served exists in the customer service queue, loading a control for releasing the user.

In the embodiment of the invention, when detecting that at least one user which is not served exists in a customer service queue of a first customer service client, a control for releasing the user can be displayed in a front-end display interface of the first customer service client; when it is detected that there is no user that is not served in the service queue of the first service client, the control for releasing the user will not be displayed in the front-end display interface of the first service client.

In actual implementation, the control loaded by the first customer service client and used for releasing the user may be set at the bottom of the customer service queue of the first customer service client, and of course, other setting positions of the control may be selected according to actual requirements of the first customer service client. As an example, fig. 5 is a schematic view of a display interface of a control for releasing a user according to an embodiment of the present invention, as shown in fig. 5, a control for "releasing to a group", that is, a control for releasing a user, is arranged at the bottom of a service queue of a first service client, and a function of the control for "releasing to a group", that is, a function of releasing all users that are not served in the service queue is performed, so that the transfer efficiency of the user is improved.

Step 403, in response to the trigger event received by the control, obtaining state cache data of a second customer service client in the same customer service group as the first customer service client.

In the embodiment of the present invention, when the control of "release to group" is displayed in the front-end display interface of the first customer service client, the first customer service client may execute a trigger event on the control of "release to group", for example, perform a click operation on the control of "release to group".

In some embodiments, after the first service client performs a click operation on the release to group control, the first service client receives a prompt message for prompting the first service client to confirm whether to release the user that is not served. For example, referring to fig. 6, fig. 6 is a schematic view of a display interface for the prompt information in the first customer service client according to an embodiment of the present invention, for example, after the prompt information "released to a group, the user in the user slot will be allocated to other customer services in the same group according to a certain rule" is displayed in fig. 6, then, after receiving the prompt information, the first customer service client will determine whether to release the user who is not served, and when the first customer service client determines to release the user who is not served, the first customer service client may be implemented by clicking a "ok" button in the display interface for the prompt information.

In the embodiment of the present invention, when a control for releasing a user, which is displayed by a first customer service client, receives a trigger event, the first customer service client may pull state cache data of a second customer service client of the same customer service group from a cloud server, where the second customer service client is all other customer service clients in the same customer service group except the first customer service client. Here, the status cache data of the second customer service client includes, for example, online status data, offline status data, logout system status data, and the like of the second customer service client.

Step 404, determining a target customer service client based on the state cache data of the second customer service client.

In practical application, when a user is forwarded to a target customer service client, if the forwarded target customer service client is not online, the situation of forwarding failure occurs, and the forwarding efficiency is low. In order to solve the technical problem, the embodiment of the invention determines the target customer service client to be switched through acquiring the state cache data of the second customer service client in the same customer service group with the first customer service client, so that the successful switching of the user can be ensured no matter the second customer service client is in an online state or an offline state, and the success rate of the switching of the user is improved.

The following describes a method for determining the target customer service client. In some embodiments, the first customer service client may determine the target customer service client as follows: determining that the second online customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client; and determining a target customer service client based on the online second customer service client.

In the embodiment of the present invention, for the second customer service client based on online, determining the target customer service client may be implemented in the following manner: intelligently learning the online and offline log data of the online second customer service client; determining a second customer service client which is not offline within a set time period in online second customer service clients based on the log data of online and offline; and selecting the second customer service client with the least users in the customer service queue as the target customer service client from the second customer service clients which are not offline.

In practical applications, if the user is handed over to the online second customer service client, but the online second customer service client may also be ready to go to work in the time period, and if the first customer service client does not know the going-to-work situation of the second customer service client, the user who is not served may be handed over to the online second customer service client to go to work, which may result in poor experience of handing over the customer service. In order to solve the technical problem, in the embodiment of the invention, the first customer service client can perform intelligent learning on the online log data of the online second customer service client through an intelligent learning technology according to the report data acquired from the background server, so that whether the online second customer service client is about to get off work or not is further judged based on the online log data, and the target customer service client to be transferred is determined according to the judgment result.

Here, to further optimize the distribution experience of the users who are not served, the embodiment of the present invention provides a logic for distributing the users who are not served, specifically, from the second customer service clients who are not offline, the second customer service client with the fewest users in the customer service queue is preferentially selected as the target customer service client, that is, the users who are not served are preferentially distributed to the second customer service client with the fewest users in the customer service queue.

In other embodiments, the first customer service client may determine the target customer service client as follows: determining that no online second customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client; monitoring whether a third customer service client is on-line or not; and when the third customer service client is monitored to be on line, determining the target customer service client based on the on-line third customer service client.

In the embodiment of the present invention, for the third customer service client based on online, determining the target customer service client may be implemented in the following manner: intelligently learning the log data of the third customer service client; determining a third customer service client which is not offline within a set time period in the third customer service clients based on the log data of the online and offline; and selecting the third customer service client with the least users in the customer service queue as the target customer service client from the third customer service clients which are not offline.

Here, the third service client may be a service client in the same service group as the first service client, that is, the third service client belongs to the second service client, and in a normal case, the second service client in the same service group may go out for business in a certain time period and be in an offline state, however, when it is monitored that the second service client in the offline state is online again in a next time period, the unserviced user may be allocated to the second service client which is newly online, that is, the third service client which is newly online. The third service client may also be a service client in a different service group from the first service client, and when it is monitored that the third service client is online, the target service client may be determined based on the online third service client.

In practical application, if the user is transferred to the newly online third customer service client, but the newly online third customer service client may be temporarily online and will go off duty after several minutes, if the first customer service client does not know the real situation of the third customer service client, it is likely that the user who is not served is transferred to the temporarily online third customer service client, resulting in poor customer service transfer experience. In order to solve the technical problem, in the embodiment of the invention, the first customer service client can perform intelligent learning on the log data of the third newly online customer service client through an intelligent learning technology according to the report data acquired from the background server, so as to further judge whether the third customer service client is going to be taken off duty or not based on the log data of the third online customer service client, and determine the target customer service client to be switched according to the judgment result, so that the situation that the user who is not served is switched to the online third customer service client which is going to be taken off duty can be effectively avoided, the user is released more accurately, and the customer service switching experience is improved.

Here, to further optimize the distribution experience of the users who are not served, the embodiment of the present invention provides a logic for distributing the users who are not served, specifically, from the third service clients who are not offline, the third service client with the fewest users in the service queue is preferentially selected as the target service client, that is, the third service client with the fewest users in the service queue is preferentially distributed to the non-served users.

In some embodiments, the customer service distribution method may further comprise: when it is determined that no online second customer service client exists in the same customer service group of the first customer service client, temporarily storing the users which are not served, and emptying a customer service queue of the first customer service client.

Here, when there is no online second service client in the same service group, the un-serviced user is temporarily stored, so that when a newly online third service client is monitored and the newly online third service client is not offline within a set time period, the temporarily stored un-serviced user can be allocated to the third service client meeting the above condition. Certainly, in actual implementation, in order to further optimize the distribution experience of the users who are not served, the embodiment of the present invention may further perform further screening from the third customer service clients meeting the above conditions, so as to select the third customer service client with the fewest users in the customer service queue, and distribute the temporarily stored users who are not served to the selected third customer service client with the fewest users in the customer service queue.

Step 405, distributing the user who is not served to the target customer service client, so that the target customer service client provides customer service for the user who is not served.

In the embodiment of the invention, after the first customer service client allocates the un-served users to the target customer service client, the target customer service client receives the notification message of the newly added service users, and generally performs unified prompt in the display interface of the target customer service client after all the un-served users are allocated. Referring to fig. 7, fig. 7 is a schematic diagram of a display interface of a target customer service client according to an embodiment of the present invention, for example, a notification message "add 5 users, floret release 5 user slots" displayed in the upper right corner of the display interface in fig. 7.

By adopting the technical scheme provided by the embodiment of the invention, when the first customer service client is close to the off-duty time and at least one unserviceable user is detected to exist in the customer service queue of the first customer service client, the quick release of the unserviceable user is realized by executing the trigger event to the control of releasing to the group, before the unserviceable user is released, the target customer service client is determined based on the state cache data of the second customer service client of the same customer service group, and the unserviceable user is distributed to the target customer service client for service, so that the condition that the transferred target customer service client cannot be transferred can be avoided, the transfer success rate is improved, and the timeliness of providing the customer service for the unserviceable user is ensured.

Based on the customer service distribution method shown in fig. 4, a specific implementation of the customer service distribution method provided in the embodiment of the present invention is described below by taking a customer service distribution device as a first customer service client. Referring to fig. 8, fig. 8 is another alternative flow chart of the customer service distribution method according to the embodiment of the present invention, which is described below with reference to the steps shown in fig. 8.

Step 801, obtain a user slot of a first customer service client.

In the embodiment of the present invention, stored in the user slot is a set of lists of users being served and to be served by the first service client, and generally speaking, all users being served and to be served may be stored in a queue form, thereby forming a service queue of the first service client.

Step 802, judging whether an unserviced user exists in the user slot of the first customer service client, if the unserviced user does not exist in the user slot of the first customer service client, executing step 803; otherwise, go to step 804.

In step 803, the button for releasing to the group is not displayed, and the current processing flow is ended.

And step 804, displaying the button released to the group, and executing triggering operation on the button released to the group.

In the embodiment of the present invention, the button released to the group may be set in a front-end display interface of the first customer service client, and when it is determined that there is an unserviced user in the user slot of the first customer service client, the button released to the group appears, and the first customer service client performs a click operation on the button released to the group and confirms the release.

Step 805, determining whether there is an online second customer service client in the same group of customer services of the first customer service client, if there is no online second customer service client in the same group of customer services of the first customer service client, executing step 806; otherwise, step 808 is performed.

Step 806, storing the un-served users.

In the embodiment of the invention, the user which is not served can be temporarily stored in the cache queue to wait for distribution, and meanwhile, the user in the customer service queue of the first customer service client can be emptied.

In step 807, it is monitored whether there is a second service client that is newly online, and when it is monitored that there is a second service client that is newly online, step 808 is executed.

In some embodiments, the first service client may also be a third service client that monitors whether there is a new online third service client, so that when the third service client that is newly online is monitored, the subsequent steps are executed, but at this time, the second service client in the subsequent steps is changed to the third service client. Here, the newly online third service client is a service client in a different service group from the first service client.

Step 808, judging whether a non-off-duty customer service client exists in the online second customer service clients, and executing step 809 if the non-off-duty customer service client does not exist in the online second customer service clients; otherwise, step 811 is performed.

Step 809, storing the user without service.

Step 810, monitoring whether there is a second service client which is newly online, and executing step 811 when it is monitored that there is a second service client which is newly online.

Here, the newly brought-on-line second customer service client may be the next shift customer service client.

Step 811, determine whether the number of users in the user slot of the second customer service client is the minimum, if the number of users in the user slot of the second customer service client is not the minimum, execute step 812, otherwise execute step 813.

Step 812, wait for allocation of the unserviced user.

Step 813, allocating an unserviced user to the second customer service client which is not off duty and has the least users in the user slot, and returning to step 811 before the unserviced user is allocated, and continuing to allocate the rest unserviced users until all the unserviced users are allocated.

In the embodiment of the present invention, according to practical situations, the second customer service client that does not go off work and has the fewest users in the user slot may not be limited to only allocating one unserviceable user each time, but allocate a set number of unserviceable users each time, for example, allocate 10 unserviceable users each time, and compare the number of users in the user slot after allocating 10 unserviceable users to complete allocation of the remaining unserviceable users.

Referring to fig. 9, fig. 9 is another alternative flow chart of the customer service management method according to the embodiment of the present invention, and it can be understood from the foregoing that the customer service management method according to the embodiment of the present invention can be implemented by a customer service management client. The following takes the customer service management device as an example of a management customer service client, that is, the management customer service client executes the customer service management method provided by the embodiment of the present invention, and the description is made with reference to the steps shown in fig. 9. For details which are not exhaustive in the following description of the steps, reference is made to the above for an understanding.

Step 901, the management customer service client monitors the login state of the first customer service client.

In an embodiment of the present invention, the login status of the first customer service client includes a logged-in status and a logged-out status, wherein the logged-in status may further include a logged-in and online status and a logged-in and offline status.

Step 902, when the login status indicates that the first customer service client is not logged in, or the first customer service client is logged in but is in an offline state, detecting a storage status of a customer service queue corresponding to the first customer service client.

In some embodiments, the management client may detect the storage status of the service queue corresponding to the first service client as follows: monitoring the access state of a user client in a customer service queue of a first customer service client; when the in-out state indicates that the user client leaves a customer service queue of the first customer service client or the user client newly enters the customer service queue of the first customer service client, generating a first instruction; and triggering and detecting the storage state of the customer service queue corresponding to the first customer service client based on the first instruction.

Step 903, when the storage state indicates that at least one user which is not served exists in the customer service queue, loading a control for releasing the user.

In the embodiment of the invention, the management customer service client can check the service condition of each customer service client in real time through the customer service monitoring system in the management background, and for the first customer service client which is logged in but is in an offline state or is not in a logged-in state, when the first customer service client has an unsupplied user in the customer service queue, a control for releasing the user is displayed.

In actual implementation, the control for releasing the user can be displayed in a monitoring list corresponding to the customer service client of the user needing to be released. As an example, fig. 10 is another schematic display interface diagram of a control for releasing a user according to an embodiment of the present invention, as shown in fig. 10, a control for "releasing to a group", that is, a control for releasing a user, is arranged behind a monitoring list of a customer service client of a user to be released, and a function of the control for "releasing to a group", that is, all users who are not served in a customer service queue of the customer service client of the user to be released are released, so that the transfer efficiency of the user is improved.

Step 904, in response to the trigger event received by the control, obtaining the state cache data of the second customer service client in the same customer service group as the first customer service client.

In the embodiment of the invention, when the control of releasing to the group is displayed in the customer service monitoring display interface of the management customer service client, the management customer service client can execute the trigger event on the control of releasing to the group, for example, click the control of releasing to the group, so as to help the first customer service client to timely process the detained unserviced users and improve the efficiency of the service users.

In some embodiments, after the management client performs a click operation on the release to group control, the management client receives a prompt message for prompting the management client to confirm whether to release the user that is not served. For example, referring to fig. 11, fig. 11 is a schematic diagram of a display interface for the prompt information in the management customer service client according to an embodiment of the present invention, for example, after the prompt information "released to a group, a user in the customer service user slot is allocated to other customer services in the same group according to a certain rule" is displayed in fig. 11, then, after receiving the prompt information, the management customer service client determines whether to release an unserviced user, and when the management customer service client determines to release the unserviced user, the management customer service client may click a "confirm" button in the display interface for the prompt information.

Step 905, determining a target customer service client based on the state cache data of the second customer service client.

In practical application, when a user is forwarded to a target customer service client, if the forwarded target customer service client is not online, the situation of forwarding failure occurs, and the forwarding efficiency is low. In order to solve the technical problem, in the embodiment of the invention, the management customer service client determines the target customer service client to be switched by acquiring the state cache data of the second customer service client in the same customer service group with the first customer service client, so that the smooth switching of the user can be ensured no matter the second customer service client is in an online state or an offline state, and the success rate of the switching of the user is improved.

The following describes a method for determining the target customer service client. In some embodiments, the management service client may determine the target service client as follows: determining that an online second customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client; and determining a target customer service client based on the online second customer service client.

In practical applications, if the user is handed over to the online second customer service client, but the online second customer service client may also be ready to go off duty in the time period, and if the management customer service client does not know the off duty situation of the second customer service client, the user who is not served may be handed over to the online second customer service client which needs to go off duty, which may result in poor experience of handing over the customer service. In order to solve the technical problem, in the embodiment of the invention, the management customer service client can perform intelligent learning on the online log data of the online second customer service client through an intelligent learning technology according to the report data acquired from the background server, so that whether the online second customer service client is about to get off work or not is further judged based on the online log data, and the target customer service client to be transferred is determined according to the judgment result.

In other embodiments, the management client may further determine the target client by: determining that no online second customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client; monitoring whether a third customer service client is on-line or not; and when the third customer service client is monitored to be on line, determining the target customer service client based on the on-line third customer service client.

In the embodiment of the present invention, for the third customer service client based on online, determining the target customer service client may be implemented in the following manner: intelligently learning the log data of the third customer service client; determining a third customer service client which is not off-line within a set time period in the third customer service clients based on the log data of the on-line and the off-line; and selecting the third customer service client with the least users in the customer service queue as the target customer service client from the third customer service clients which are not offline.

Step 906, the un-served user is distributed to the target customer service client, so that the target customer service client provides the customer service for the un-served user.

In the embodiment of the invention, after the management customer service client allocates the un-served users to the target customer service client, the target customer service client receives the notification message of the newly added service users, and generally carries out unified prompt in the display interface of the target customer service client after all the un-served users are allocated. For example, referring to the schematic diagram of the display interface of the target customer service client for displaying the notification message provided in fig. 7, the notification message "add 5 users, and the floret releases 5 users in your user slot" is displayed in the upper right corner of the display interface.

By adopting the technical scheme provided by the embodiment of the invention, when the customer service monitoring system monitors that the first off-line or unregistered customer service client has the user which is not completely served, the first customer service client can be helped to timely process the detained user which is not served by the first customer service client by executing the trigger event to the control of releasing to the group in the management background, so that the efficiency of the service user is improved; before releasing the user which is not served, the target customer service client is determined based on the state cache data of the second customer service client which is in the same customer service group with the first customer service client, and the user which is not served is distributed to the target customer service client for serving, so that the condition that the target customer service client which is switched cannot be switched can be avoided, the switching success rate is improved, and the timeliness of providing the customer service for the user which is not served is ensured.

Based on the customer service management method shown in fig. 9, a specific implementation of the customer service management method provided in the embodiment of the present invention is described below by taking a customer service management device as a customer service client. Referring to fig. 12, fig. 12 is another alternative flowchart of a customer service management method according to an embodiment of the present invention, and the following description is made with reference to the steps shown in fig. 12.

Step 1201, the management customer service client starts a customer service monitoring system.

Step 1202, determine whether the first customer service client is offline or not logged in, if the determination result is no, execute step 1203, otherwise execute step 1204.

In step 1203, the first customer service client that is not offline or logged in does not support releasing the user, and the current processing flow is ended.

Step 1204, judge whether there are users not served in the user slot of the first customer service client, if there are users not served in the user slot of the first customer service client, carry out step 1205; otherwise, go to step 1206.

Step 1205, the button to release to the group is not displayed, and the current processing flow is ended.

And step 1206, displaying the button released to the group, and executing a trigger operation on the button released to the group.

In the embodiment of the present invention, the button released to the group may be set behind a monitoring list of the customer service client that needs to release the user, and when it is determined that there is an unserviced user in the user slot of the first customer service client, the button released to the group appears, and the management customer service client performs a click operation on the button released to the group and confirms the release.

1207, judging whether a second online customer service client exists in the same group of customer services of the first customer service client, and executing a step 1208 if the second online customer service client does not exist in the same group of customer services of the first customer service client; otherwise, step 1210 is performed.

And step 1208, storing the user without service temporarily.

Step 1209, monitor whether there is a second service client that is newly online, and execute step 1210 when it is monitored that there is a second service client that is newly online.

In some embodiments, the management service client may also be a third service client that monitors whether there is a new online third service client, so that when the third service client that is newly online is monitored, the subsequent steps are executed, but at this time, the second service client in the subsequent steps is changed to the third service client. Here, the newly online third service client is a service client in a different service group from the first service client.

Step 1210, judging whether a non-off-duty customer service client exists in the online second customer service clients, and executing step 1211 if the non-off-duty customer service client does not exist in the online second customer service clients; otherwise step 1213 is performed.

Step 1211, temporarily storing the user without service.

In step 1212, it is monitored whether there is a second service client that is newly online, and when it is monitored that there is a second service client that is newly online, step 1213 is executed.

Step 1213, determining whether the users in the user slots of the second customer service clients not going to work are the fewest, if the users in the user slots of the second customer service clients not going to work are not the fewest, executing step 1214, otherwise executing step 1215.

Unserved users are placed on wait for allocation, step 1214.

Step 1215, allocating an unserviceable user to the second customer service client which is not off duty and has the least users in the user slot, and returning to step 1213 before the user slot is not allocated, and continuing to allocate the rest unserviceable users until all the unserviceable users are allocated.

In the following, an exemplary application of the embodiments of the present invention in a practical application scenario will be described.

The embodiment of the invention provides a customer service distribution method and a customer service management method for releasing users based on the insights of scenes when customer service personnel are handed over from work to work and scenes when managers have abnormal service conditions.

For the customer service staff, the button released to the group can be clicked when the customer service staff goes off duty, and the user who is not served in the user slot of the customer service staff is distributed to other online customer service clients in the same group, preferably, the user who is not offline in other online customer service clients in the same group is preferentially distributed, or the user with the least number of users in the user slot of the client who is not offline is preferentially distributed; when no online customer service client exists in the same group, the un-served users can be temporarily stored, and when a new customer service client is online, the temporarily stored un-served users are distributed to the newly online customer service client.

For the administrator, when finding that there is an out-of-line user or an out-of-service user in the user slot of the customer service person who is not logged in, the administrator can help the customer service person to release the user, and when releasing the user, the similar processing method on the customer service person side can be adopted.

Referring to fig. 13, fig. 13 is an optional schematic structural diagram of a customer service distribution method according to an embodiment of the present invention, and the customer service distribution method according to the embodiment of the present invention mainly includes the following modules: the intelligent learning module is used for assisting the strategy judgment module, and has the main functions of learning the on-duty time of each customer service person based on an artificial intelligent learning technology and recording the on-duty time of each customer service person obtained by learning. The policy judgment module and the processing module are core modules of the customer service distribution method provided by the embodiment of the invention, and the functions of the policy judgment module include, but are not limited to, judgment of on-line customer service staff, analysis of the time of the customer service staff going to and from work, comparison judgment of the number of users in a user slot, and the like. The functions of the processing unit include, but are not limited to, logic for optimal allocation to the unserviceable users, staging logic for unserviceable users, and the like.

Referring to fig. 14, fig. 14 is an optional schematic flow chart of the customer service distribution method at the customer service staff side according to the embodiment of the present invention, where a user requesting for a consultation service is actually stored in a customer service queue of a customer service staff in a queue form, and as a customer service staff, an access state of the user in the customer service queue of the customer service staff is monitored, that is, when a new user entering/leaving the customer service queue of the customer service staff is monitored, whether there is an unserviced user in the customer service queue is triggered and judged, if there is an unserviced user in the customer service queue, a button for releasing to a group is displayed in the front-end interface, and if there is no unserviced user in the customer service queue, a button for releasing to a group is not displayed in the front-end interface; when the customer service staff clicks the button for releasing to the group, the customer service client system of the customer service staff pulls the state cache of other customer service staff in the same group from the cloud server and judges whether the customer service staff is on line in other customer service staff in the same group, if no customer service staff is on line in other customer service staff in the same group, the user who is not served stores the state cache in the temporary storage queue and monitors whether the customer service staff is on line newly. If the customer service staff in other customer service staff in the same group are online, whether the customer service staff who does not go to work exists in the online customer service staff in the same group is continuously judged, if the customer service staff who does not go to work does not exist, the user who does not go to work is stored in the temporary storage queue, and whether the customer service staff who is newly online is continuously monitored. If the on-line service staff in the same group has the service staff who cannot go off duty, the service queue data num1 and num2 … numN which meet the conditions are called, num1 and num2 … numN are compared, an unserviced user is allocated to the service staff with the minimum num, and the unserviced users are circularly compared and continuously allocated. Wherein num represents the number of users in the customer service queue of the assigned customer service personnel, and N represents the identifier of the assigned customer service personnel.

It should be noted that before determining whether there is any service person who does not go to work in the same group of online service persons, the online data and the offline data of all the service persons in the same group of online service persons may be collected, and then the online time and the offline data of all the service persons in the same group of online service persons may be analyzed, so as to determine whether there is any service person who does not go to work in the same group of online service persons according to the comparison result between the current time and the online time and the offline time of the service persons, wherein when the service person temporarily adjusts the online time and the offline time, the online time and the offline time of the service persons may be updated in time.

In the embodiment of the invention, the auxiliary logic has logic for judging whether the customer service personnel are going off duty or not, log data of the getting-on or getting-off of the customer service personnel are collected each time the customer service personnel get on or get off the duty, the getting-on and getting-off time of each customer service personnel within one month, for example, 30 days, the getting-off time of each customer service personnel is stored, the number of the customer service personnel is represented by N1 and N2 … Nn, the getting-on time of the customer service personnel within 30 days is represented by online time1, online time2 … online time30, the getting-off time of the customer service personnel within 30 days is represented by offline time1 and offline time30, abnormal time2 … is represented by offline time30, abnormal values in the online time and the offline time are removed firstly, then, the average value of the rest values is represented by An and Bn, wherein N represents the ordering of the customer service personnel. In the determination, whether the value of Bn of the assigned customer service person is close to the value of An of the assigned customer service person is compared, and if the numerical difference is within a set time threshold, for example, 2 hours, the user who is not served is assigned.

Referring to fig. 15, fig. 15 is a schematic diagram of an optional process of a customer service management method on a manager side according to an embodiment of the present invention, where the manager side is provided with a customer service monitoring system, and is capable of checking an online state of each customer service client in real time, and when it is detected that a customer service client is logged in but is in an offline state or is not logged in, triggering to detect a user condition in a customer service queue of the customer service client, that is, determining whether an unserviced user exists in the customer service queue of the customer service client, and when it is determined that an unserviced user exists in the customer service queue of the customer service client, displaying a button for releasing to a group at a monitoring list of the customer service in a front-end interface of a manager, and the manager clicks the button for releasing to a group, triggering a release allocation process of the unserviced user, and it should be noted that an implementation principle of release allocation on the manager side can be understood with reference to an allocation process on the customer service staff side, and will not be described in detail herein.

Next, a software implementation of the customer service allocating apparatus 355 according to an embodiment of the present invention will be described. Taking the software module included in the memory 350 of the customer service distribution device 30 for implementing the customer service distribution method according to the embodiment of the present invention as an example, the details that are not described in the following description of the functions of the module can be understood by referring to the above description.

The following description will be made of a configuration of the customer service distribution device 355, taking the customer service distribution device 355 as a first customer service client as an example, and includes:

a detecting unit 3551, configured to detect a storage state of a customer service queue corresponding to the first customer service client; a loading unit 3552, configured to load a control for releasing a user when the storage status indicates that at least one user that is not serviced exists in the customer service queue; an obtaining unit 3553, configured to obtain, in response to the trigger event received by the control, state cache data of a second customer service client in the same customer service group as the first customer service client; a determining unit 3554, configured to determine a target customer service client based on the status cache data of the second customer service client; an allocating unit 3555, configured to allocate the unserviced user to the target customer service client, so that the target customer service client provides customer service for the unserviced user.

In some embodiments, to the extent that the detection unit detects the storage state of the service queue corresponding to the first service client, the following may be implemented:

monitoring the access state of the user client in the customer service queue of the first customer service client; when the access state indicates that the user client leaves a customer service queue of the first customer service client or the user client newly enters the customer service queue of the first customer service client, generating a first instruction; and triggering and detecting the storage state of a customer service queue corresponding to the first customer service client based on the first instruction.

In some embodiments, the determining unit may determine the target customer service client based on the state cache data of the second customer service client by:

determining that an online second customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client; and determining the target customer service client based on the online second customer service client.

Here, the determining unit may specifically determine the target customer service client based on the online second customer service client by using the following manners:

intelligently learning the log data of the online second customer service client; determining a second customer service client which is not offline within a set time period in the online second customer service clients based on the online and offline log data; and selecting the second customer service client with the least users in the customer service queue as the target customer service client from the second customer service clients which are not offline.

In other embodiments, for the determining unit to determine the target customer service client based on the status cache data of the second customer service client, the following method may be adopted:

determining that no online second customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client; monitoring whether a third customer service client is on-line or not; and when the third customer service client is monitored to be on-line, determining the target customer service client based on the on-line third customer service client.

Here, the determining unit may specifically determine the target customer service client based on the third customer service client that is online, and may specifically adopt the following manners:

intelligently learning the log data of the third customer service client; determining a third customer service client which is not offline within a set time period in the third customer service clients based on the log data of the online and offline; and selecting the third customer service client with the least users in the customer service queue as the target customer service client from the third customer service clients which are not offline.

In some embodiments, the customer service distribution device may further comprise:

the temporary storage unit is used for temporarily storing the user which is not served when the determining unit determines that no online second customer service client exists in the same customer service group of the first customer service client;

and the emptying unit is used for emptying the customer service queue of the first customer service client.

The following description will be made of a configuration of a customer service management device, taking an example of the customer service management device implemented as a customer service client, including:

a monitoring unit 3556, configured to monitor a login state of the first customer service client; a detecting unit 3551, configured to detect a storage state of a service queue corresponding to the first service client when the login state indicates that the first service client is not logged in, or the first service client is logged in but is in an offline state; a loading unit 3552, configured to load a control for releasing a user when the storage status indicates that at least one user that is not serviced exists in the customer service queue; an obtaining unit 3553, configured to obtain, in response to the trigger event received by the control, state cache data of a second customer service client in the same customer service group as the first customer service client; a determining unit 3554, configured to determine a target customer service client based on the status cache data of the second customer service client; an allocating unit 3555, configured to allocate the unserviced user to the target customer service client, so that the target customer service client provides customer service for the unserviced user.

Details that are not described in the above description of each functional unit can be understood by referring to the above configuration of the customer service distribution device 355, which is implemented as the first customer service client.

An embodiment of the present invention further provides a storage medium, which stores executable instructions, and when executed, the executable instructions are used to implement a customer service allocation method provided by the embodiment of the present invention, or to implement a customer service management method provided by the embodiment of the present invention, for example, methods shown in fig. 4, fig. 8, fig. 9, fig. 12, fig. 14, and fig. 15.

In some embodiments, the storage medium may be a computer-readable storage medium, such as a Memory, for example, a Ferroelectric Random Access Memory (FRAM), a ROM, a PROM, an Erasable Programmable Read-Only Memory (EPROM), an Electrically Erasable Programmable Read-Only Memory (EEPROM), a Flash Memory (Flash Memory), a magnetic surface Memory, an optical Disc or a Compact Disc Read-Only Memory (CD-ROM), and the like; or may be various devices including one or any combination of the above memories.

In some embodiments, executable instructions may be written in any form of programming language (including compiled or interpreted languages), in the form of programs, software modules, scripts or code, and may be deployed in any form, including as a stand-alone program or as a module, component, subroutine, or other unit suitable for use in a computing environment.

By way of example, executable instructions may correspond, but do not necessarily have to correspond, to files in a file system, and may be stored in a portion of a file that holds other programs or data, such as in one or more scripts in a hypertext Markup Language (HTML) document, in a single file dedicated to the program in question, or in multiple coordinated files (e.g., files that store one or more modules, sub-programs, or portions of code).

By way of example, executable instructions may be deployed to be executed on one computing device or on multiple computing devices at one site or distributed across multiple sites and interconnected by a communication network.

In summary, the technical scheme of the embodiment of the invention has the following beneficial effects:

1) when the first customer service client hands over to work and leaves work, if a large number of users which are not served exist in a customer service queue of the first customer service client, the normal work or the timeliness of user service of customer service personnel can be influenced to a certain extent.

2) Before releasing the unserviced users, the target customer service client is determined based on the state cache data of the second customer service client of the same customer service group, the unserviced users are distributed to the target customer service client for service, the situation that the transferred target customer service client cannot be transferred can be avoided, the transfer success rate is improved, the timeliness of providing the customer service for the unserviced users is guaranteed, and the method is suitable for the first customer service client and the management customer service client side.

3) When the management client side monitors that the first client side which is offline or not logged in has the user which is not served completely through the client monitoring system, the management client side can help the first client side to timely process the retained user which is not served through executing the trigger event to the control of releasing to the group in the management background, and the efficiency of serving the user is improved.

The above description is only for the specific embodiments of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present invention, and all the changes or substitutions should be covered within the scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.

Claims

1. A method of customer service distribution, the method comprising:

when the storage state indicates that at least one user which is not served exists in the customer service queue, loading a control for releasing the user; the control is released to the group, and the control is used for completely releasing the users which are not served in the customer service queue;

2. The method of claim 1, wherein determining a target customer service client based on the state cache data of the second customer service client comprises:

determining that an online second customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client;

and determining the target customer service client based on the online second customer service client.

3. The method of claim 2, wherein determining the target customer service client based on the online second customer service client comprises:

intelligently learning the log data of the online second customer service client;

determining a second customer service client which is not offline within a set time period in the online second customer service clients based on the online and offline log data;

and selecting the second customer service client with the least users in the customer service queue as the target customer service client from the second customer service clients which are not offline.

4. The method of claim 1, wherein determining a target customer service client based on the state cache data of the second customer service client comprises:

determining that no online second customer service client exists in the same customer service group of the first customer service client based on the state cache data of the second customer service client;

monitoring whether a third customer service client is on line or not;

and when the third customer service client is monitored to be on-line, determining the target customer service client based on the on-line third customer service client.

5. The method of claim 4, wherein said determining the target customer service client based on the third customer service client coming online comprises:

intelligently learning the log data of the third customer service client;

determining a third customer service client which is not offline within a set time period in the third customer service clients based on the log data of the online and offline;

and selecting the third customer service client with the least users in the customer service queue as the target customer service client from the third customer service clients which are not offline.

6. The method of claim 4, wherein the method further comprises:

upon said determining that there is no second customer service client online in the same customer service group as the first customer service client,

and temporarily storing the unserviced users, and emptying the customer service queue of the first customer service client.

7. The method of claim 1, wherein detecting a storage state of a service queue corresponding to the first service client comprises:

monitoring the access state of the user client in the customer service queue of the first customer service client;

when the access state indicates that the user client leaves a customer service queue of the first customer service client or the user client newly enters the customer service queue of the first customer service client, generating a first instruction;

and triggering and detecting the storage state of the customer service queue corresponding to the first customer service client based on the first instruction.

8. A method of customer service management, the method comprising:

monitoring the login state of a first customer service client;

9. A customer service distribution apparatus, the apparatus comprising:

the loading unit is used for loading a control for releasing a user when the storage state indicates that at least one user which is not served exists in the customer service queue; the control is released to the group, and the control is used for completely releasing the users which are not served in the customer service queue;

10. A customer service management apparatus, characterized in that the apparatus comprises:

11. A customer service distribution apparatus, comprising:

a memory for storing executable instructions;

a processor for implementing the customer service distribution method of any one of claims 1 to 7 when executing executable instructions stored in the memory.

12. A customer service management apparatus, comprising:

a memory for storing executable instructions;

a processor, configured to execute the executable instructions stored in the memory, to implement the customer service management method of claim 8.

13. A storage medium storing executable instructions for implementing a customer service distribution method according to any one of claims 1 to 7 or for implementing a customer service management method according to claim 8 when executed.