CN113361816A - One set of customer service staff scheduling system - Google Patents

Abstract

The invention provides a set of customer service staff scheduling system, which comprises: the scheduling configuration module is used for configuring scheduling information; the leave asking and shift changing approval module is used for receiving leave asking and shift changing requests and carrying out approval to obtain approval results; the scheduling management module is used for generating a scheduling report according to the scheduling information and the approval result; the intelligent scheduling management module is used for sorting and analyzing historical workload data and scheduling working conditions of customer service staff within specified working time and automatically generating a scheduling report; and the attendance module is used for checking attendance of the customer service staff according to the scheduling report. The system for scheduling the customer service staff automatically schedules the customer service staff, and the scheduling process is intelligent and efficient, and meanwhile, the personnel and resource ratio of the customer service staff is scientifically and fairly realized.

Description

One set of customer service staff scheduling system

Technical Field

The invention relates to the field of intelligent scheduling programs, in particular to a scheduling system for a customer service staff.

Background

With the improvement of enterprise management system and the rapid development of computer information technology, more enterprises tend to rely on digital office to realize efficient human resource management. The shift scheduling of the customer service staff is an important daily management work of the enterprise, the manual shift scheduling is low in efficiency, and the separate shift scheduling software can increase the operation and management procedures of the staff and reduce the service efficiency of the enterprise. The complex scheduling work of the customer service staff is only through manual form arrangement of administrative staff or the use of the existing scheduling software or system, the problems of low efficiency, poor adaptability, weak strain capacity and the like generally exist, the staff and operation resources are not equal, and the flexibility and the high efficiency cannot be realized, so that the customer service staff resource ratio is scientifically and fairly realized. And a set of customer service scheduling system which is reasonable and efficient and flexibly adapts to different requirements of enterprises has important significance for optimizing labor cost and realizing efficient and reasonable allocation of human resources.

Therefore, a system for scheduling the customer service staff is needed.

Disclosure of Invention

The invention provides a system for scheduling customer service staff, which is used for automatically scheduling the customer service staff, and the scheduling process is intelligent and efficient, and meanwhile, the personnel and resource ratio of the customer service staff is scientifically and fairly realized.

The invention provides a set of customer service staff scheduling system, which comprises:

the scheduling configuration module is used for configuring scheduling information;

the leave asking and shift changing approval module is used for receiving leave asking and shift changing requests and carrying out approval to obtain approval results;

the scheduling management module is used for automatically generating a scheduling report according to the scheduling information and the approval result;

and the attendance module is used for checking the attendance of the customer service staff according to the scheduling report.

Preferably, the shift scheduling configuration module includes:

the team creating unit is used for creating a team according to the team name input by the administrator;

the team group management unit is used for managing the team group according to an operation instruction input by an administrator; wherein, the management comprises one or more items of combination of deletion, name modification, selection of class scheduling types, addition or removal of members in the class group and editing of member information in the class group;

the shift creating unit is used for creating a shift according to a shift name input by an administrator;

the shift management unit is used for managing the shift according to an operation instruction input by an administrator; wherein the managing comprises one or more of deleting, name modifying, binding the work hours for the shift, and editing the time period for the shift;

the period creating unit is used for creating a shift scheduling period according to the period name input by the administrator;

the period management unit is used for managing the shift scheduling period according to an operation instruction input by an administrator; wherein the management comprises one or more of deletion, name modification, selection of cycle days and combination of workdays and holidays in an editing cycle;

the holiday creating unit is used for creating a holiday strategy according to the holiday name input by the administrator;

the holiday policy management unit is used for managing the holiday policy according to an operation instruction input by an administrator, wherein the management comprises one or more of combination of deletion, time period editing, activation and deactivation and name modification;

and the scheduling information configuration unit is used for generating scheduling information according to one or more items selected by an administrator from the scheduling group, the shift, the scheduling period and the enabled holiday strategy.

Preferably, the leave shift approval requesting module includes:

the shift change application receiving unit is used for receiving shift change application information of a shift change applicant;

the shift change judgment execution unit is used for selecting a shift change person and carrying out shift change operation after confirming that the shift change applicant has shift change qualification according to the shift change application information, and generating an approval result;

a leave-asking application receiving unit for receiving leave-asking application information of a leave-asking applicant;

and the leave-asking judgment execution unit is used for performing shift supplementing operation after determining that the leave-asking applicant has leave-asking qualification according to the leave-asking application information and generating an approval result.

Preferably, the shift change judgment execution unit executes the following steps:

inquiring the recorded shift change times under the name of the shift change applicant, determining that the shift change applicant has preliminary shift change qualification when the shift change times are smaller than a preset upper limit time, determining that the shift change applicant does not have the shift change qualification when the shift change times are larger than or equal to the preset upper limit time, and simultaneously sending an approval result for rejecting the shift change application to the shift change applicant;

after determining that the shift application personnel has preliminary shift qualification, determining the starting time of the shift according to the shift application information, determining that the shift adjustment time is sufficient when the time difference value between the starting time of the shift and the current time is greater than a preset time threshold, determining that the shift adjustment time is insufficient when the time difference value between the starting time of the shift and the current time is less than or equal to the preset time threshold, and simultaneously sending an approval result rejecting the shift application to the shift application personnel;

after the shift change adjusting time is determined to be sufficient, a shift change approval passing notice is sent to the shift change applicant, and the alternate shift selection recommended by the shift change applicant is inscribed within the preset time length;

after receiving a prepared alternate person selection recommended by the shift applicant within a preset first time length, sending a shift request to the prepared alternate person selection, and after receiving agreement information returned by the prepared alternate person selection within a preset second time length, determining that the prepared alternate person selection is the alternate person selection;

after the executive selection is not received within the first time span or the executive selection recommended by the shift applicant is received and a shift request is sent to the executive selection, returned approval information or returned refusal information is not received within the second time span, and a first rewarding employee is determined to be selected by the executive through an announcement rewarding mode;

after the selection of the person to be changed over is determined, the person applying for the change over is dispatched from the change over shift to the change over shift proposed by the person to be changed over, the person to be changed over is dispatched from the change over shift to the change over shift, and finally an approval result of the change over shift is generated;

and after the approval result of the shift change and the adjustment is generated, adding one to the recorded shift change times under the name of the shift change applicant.

Preferably, the leave-asking judgment execution unit executes the following steps:

inquiring recorded total leave-asking days under the name of the leave-asking applicant, adding the total leave-asking days and leave-asking days applied in the leave-asking application information to obtain leave-asking days, and determining that the leave-asking applicant has leave-asking qualification when the leave-asking days are smaller than or equal to the preset upper limit of the leave-asking days; when the number of the leave days is larger than the preset leave-asking number upper limit, determining that the leave-asking applicant does not have leave-asking qualification, and sending an approval result of refusing leave-asking application to the leave-asking applicant;

after determining that the leave-asking applicant has leave-asking qualification, determining the leave-asking time period according to the leave-asking application information, and determining the number of shifts and the number of shifts on which the leave-asking applicant is on duty in the leave-asking time period;

determining the sequence of the staff receiving the rewards in a mode of noticing the rewards, and recording from front to back according to the number of the shifts to obtain a plurality of task supplementing person choices;

after the selection of the shift supplementing person is determined, determining the shift needing to be attended by the shift supplementing person in the leave asking time period;

according to a preset allocation rule, allocating the shift on duty of the applicant to a plurality of shift supplementing persons for selection, and obtaining an allocation result; the distribution rule is to ensure that the condition that the operator who performs the work replenishment selects the same shift and needs to perform the work for a plurality of times is avoided;

and supplementing the shift on duty of the applicant personnel according to the distribution result, and generating an approval result of the shift supplementing and agent adjusting.

Preferably, the system also comprises an intelligent scheduling management module; the intelligent scheduling management module is used for sorting and analyzing historical workload data and scheduling working conditions of customer service staff within appointed working time and generating a scheduling report;

the intelligent shift scheduling management module comprises:

the time period dividing unit is used for acquiring a prediction time period required to carry out intelligent scheduling;

the workload prediction unit is used for predicting the workload in the prediction time period according to the historical workload data corresponding to the prediction time period to obtain a workload prediction result;

the team automatic selection unit is used for automatically selecting the employees to form a temporary team according to the workload prediction result;

and the scheduling report generation unit is used for performing scheduling processing on a plurality of temporary groups and generating a scheduling report.

Preferably, the workload prediction unit performs the following operations:

determining the number of days of the prediction time period according to the prediction time period;

acquiring historical workload data corresponding to the prediction time period in the previous preset years;

from the historical workload data, an average annual growth rate of the workload is calculated by:

wherein U represents the average annual growth rate, m represents a preset number of years, n represents the number of days of the predicted time period, P_i，_jRepresenting workload data, P, of the i-th day of a period of previous j years corresponding to the predicted period_i，_j+1Representing workload data of the ith day in a time period corresponding to the predicted time period in the previous j +1 year;

according to the average annual growth rate, based on workload data in a time period corresponding to the last year, calculating the predicted workload of the predicted time period of the current year by the following formula:

wherein Z represents the predicted workload;

determining the predicted workload as the workload prediction result.

Preferably, the team automatic selection unit performs the following operations:

step 1, according to the workload prediction result, predicting the upper limit workload of a single day by the following formula:

in the formula, H represents the upper limit workload, and sigma is a preset workload fluctuation correction coefficient;

step 2, determining the working efficiency of the customer service staff in the working time period based on the working duration and the working capacity of the customer service staff in the working time period preset before the prediction time period, and predicting the total work amount in a single day based on the working efficiency;

step 3, determining the vacancy rate of the customer service staff based on the proportion of the working time of the customer service staff in the working time period to the total working time period;

step 4, establishing an idle rate ranking according to the idle rates of all the employees, accumulating the single-day total work amount of the customer service employees from front to back as single-day cooperative work amount based on the idle rate ranking, stopping accumulation work when the single-day cooperative work amount is larger than the upper limit work amount, and establishing a temporary team through several accumulated customer service employees;

step 5, taking the temporary shift group as a shift group on duty on the first day in the prediction time period;

and 6, after the duty task on the first day is finished, determining the subsequent duty group in the prediction time period by repeating the steps 2 to 5.

Preferably, the attendance module performs the following operations:

acquiring the current time, and determining the shift number on duty corresponding to the current time according to the shift scheduling report;

determining a duty shift group corresponding to the shift according to the duty shift corresponding to the current time;

and acquiring the attendance checking and card punching conditions of the members in the class group and recording and generating an attendance table.

Preferably, the intelligent shift scheduling management module further comprises a quality inspection shift change management unit:

the quality inspection shift management unit is used for scoring the service quality of customer service and replacing members in the temporary team according to a scoring result;

the quality inspection shift management unit comprises a quality inspection template configuration subunit, a quality inspection grade analysis subunit and a member replacement subunit;

the quality inspection template configuration subunit is used for generating a quality inspection template according to a plurality of quality inspection rules input by a user; the quality control rules comprise any one or more combinations of keyword matching rules, service interruption rules, first response rules, speech rate detection rules, regular matching rules, conversation time interval rules, context repetition rules and emotion detection rules, and each quality control rule is bound with a unique score item;

the quality inspection grading analysis subunit is used for analyzing the conversation content of the customer service according to the quality inspection template to obtain a hit result of a quality inspection rule, and grading the quality of the customer service according to the hit result and the grading item to obtain a grading result;

the member replacing subunit is used for monitoring the service quality of the members in the temporary class group according to the grading result and replacing the members in the temporary class group; and when detecting that the scoring result of the service quality in the conversation of the member on duty continuously decreases for the preset times, determining that the member is in a poor state, and replacing the member by using a preset backup alternate person.

Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and claims hereof as well as the appended drawings.

The technical solution of the present invention is further described in detail by the accompanying drawings and embodiments.

Drawings

The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the principles of the invention and not to limit the invention. In the drawings:

fig. 1 is a schematic diagram of a shift arrangement system for a customer service staff in an embodiment of the invention.

Detailed Description

The preferred embodiments of the present invention will be described in conjunction with the accompanying drawings, and it will be understood that they are described herein for the purpose of illustration and explanation and not limitation.

The invention provides a set of customer service staff scheduling system, as shown in figure 1, comprising:

the scheduling configuration module 1 is used for configuring scheduling information;

the leave asking and shift changing approval module 2 is used for receiving leave asking and shift changing requests and performing approval to obtain approval results;

the scheduling management module 3 is used for automatically generating a scheduling report according to the scheduling information and the approval result;

and the attendance module 4 is used for checking the attendance of the customer service staff according to the scheduling report.

The working principle and the beneficial effects of the technical scheme are as follows: the basic scheduling information is configured by the scheduling configuration module 1, including setting a scheduling group, setting group members, setting the number of scheduled shifts, etc., for example, a certain scheduling group is preset to include three members, i.e., a member a, a member b, and a member c, and the scheduled shift of the scheduling group is set as an early shift in the morning in the tomorrow, and these pieces of basic scheduling information are utilized. The leave-asking and shift-changing approval module 2 receives leave-asking and shift-changing requests and automatically approves the requests to obtain approval results, the shift scheduling management module 3 performs shift scheduling on the customer service staff according to basic shift scheduling information and approval results and generates a shift scheduling report, and the attendance checking module 4 performs attendance checking work based on the shift scheduling report. The system realizes the scheduling and attendance management of the customer service.

In a preferred embodiment, the shift schedule configuration module comprises:

the team creating unit is used for creating a team according to the team name input by the administrator;

the team group management unit is used for managing the team group according to an operation instruction input by an administrator; wherein, the management comprises one or more items of combination of deletion, name modification, selection of class scheduling types, addition or removal of members in the class group and editing of member information in the class group;

the shift creating unit is used for creating a shift according to a shift name input by an administrator;

the shift management unit is used for managing the shift according to an operation instruction input by an administrator; wherein the managing comprises one or more of deleting, name modifying, binding the work hours for the shift, and editing the time period for the shift;

the period creating unit is used for creating a shift scheduling period according to the period name input by the administrator;

the period management unit is used for managing the shift scheduling period according to an operation instruction input by an administrator; wherein the management comprises one or more of deletion, name modification, selection of cycle days and combination of workdays and holidays in an editing cycle;

the holiday creating unit is used for creating a holiday strategy according to the holiday name input by the administrator;

the holiday policy management unit is used for managing the holiday policy according to an operation instruction input by an administrator, wherein the management comprises one or more of combination of deletion, time period editing, activation and deactivation and name modification;

and the scheduling information configuration unit is used for generating scheduling information according to one or more items selected by an administrator from the scheduling group, the shift, the scheduling period and the enabled holiday strategy.

The working principle and the beneficial effects of the technical scheme are as follows: the team is created, the cooperative work on duty of small teams is achieved, the working efficiency can be effectively improved under the cooperative work of team members, designated staff on duty can be on duty in each duty time period through the shift creation system, the seamless connection of shift change can be effectively prevented when the working time of the staff is too long and fatigue is generated, the shift can be efficiently managed according to the shift management unit, and the shift scheduling strategy of periodic scheduling is established through the period creation unit and the period management unit, so that the shift scheduling of the working modes of two-down one, weekend two-down and other modes for a customer service is achieved. The arrangement mode that the work of the holidays can be selected according to actual conditions by setting the holidays, and the scheduling information is formed by combining the setting modes can realize automatic periodic cycle, holiday selection type work, adjustable shift and group configuration, and is suitable for scheduling under most complex conditions.

In a preferred embodiment, the leave shift approval module includes:

the shift change application receiving unit is used for receiving shift change application information of a shift change applicant;

the shift change judgment execution unit is used for selecting a shift change person and carrying out shift change operation after confirming that the shift change applicant has shift change qualification according to the shift change application information, and generating an approval result;

a leave-asking application receiving unit for receiving leave-asking application information of a leave-asking applicant;

and the leave-asking judgment execution unit is used for performing shift supplementing operation after determining that the leave-asking applicant has leave-asking qualification according to the leave-asking application information and generating an approval result.

The working principle and the beneficial effects of the technical scheme are as follows: the shift change judgment execution unit judges whether the applicant has shift change qualification or not based on the shift change application information by receiving the shift change application information of the shift change applicant, and selects a proper shift change person to select after determining that the application has the shift change qualification, so as to carry out shift change operation. By receiving the leave request information of the leave request applicant, the leave request judgment execution unit judges whether the applicant is qualified for leave request or not based on the leave request information, and the dispensing operation of the vacation shift is carried out after the leave request qualification is determined. The intelligent and automatic approval of the application is realized, and the manual approval operation is removed.

In a preferred embodiment, the shift change judgment execution unit executes the following steps:

inquiring the recorded shift change times under the name of the shift change applicant, determining that the shift change applicant has preliminary shift change qualification when the shift change times are smaller than a preset upper limit time, determining that the shift change applicant does not have the shift change qualification when the shift change times are larger than or equal to the preset upper limit time, and simultaneously sending an approval result for rejecting the shift change application to the shift change applicant;

after determining that the shift application personnel has preliminary shift qualification, determining the starting time of the shift according to the shift application information, determining that the shift adjustment time is sufficient when the time difference value between the starting time of the shift and the current time is greater than a preset time threshold, determining that the shift adjustment time is insufficient when the time difference value between the starting time of the shift and the current time is less than or equal to the preset time threshold, and simultaneously sending an approval result rejecting the shift application to the shift application personnel;

after the shift change adjusting time is determined to be sufficient, a shift change approval passing notice is sent to the shift change applicant, and the alternate shift selection recommended by the shift change applicant is inscribed within the preset time length;

after receiving a prepared alternate person selection recommended by the shift applicant within a preset first time length, sending a shift request to the prepared alternate person selection, and after receiving agreement information returned by the prepared alternate person selection within a preset second time length, determining that the prepared alternate person selection is the alternate person selection;

after the executive selection is not received within the first time span or the executive selection recommended by the shift applicant is received and a shift request is sent to the executive selection, returned approval information or returned refusal information is not received within the second time span, and a first rewarding employee is determined to be selected by the executive through an announcement rewarding mode;

after the selection of the person to be changed over is determined, the person applying for the change over is dispatched from the change over shift to the change over shift proposed by the person to be changed over, the person to be changed over is dispatched from the change over shift to the change over shift, and finally an approval result of the change over shift is generated;

and after the approval result of the shift change and the adjustment is generated, adding one to the recorded shift change times under the name of the shift change applicant.

The working principle and the beneficial effects of the technical scheme are as follows: the shift change application method comprises the steps of firstly determining accumulated shift change times of an applicant, judging whether the application times of the applicant are excessive or not, requesting to submit the shift change application in order to prevent the situation that the shift change application is too hasty to cause that the hasty is called by the person in a short time to influence company services through first-pass examination and approval under the condition that the application times do not reach the upper limit, and carrying out shift change operation through second-pass examination and approval if the advance time is long enough. If the shift applicant has already been in good exchange with other employees, a reserved shift selection can be recommended by proposing the shift to the system, if the applicant proposes the reserved shift selection, an inquiry is sent to the reserved shift selection, if the applicant accepts the inquiry, the reserved shift selection is taken as the shift selection, if the applicant refuses or does not reply within a certain time length, the choice is considered to be unwilling to be taken as the shift selection, and then the first rewarding employee is determined to be taken as the shift selection in a mode of noticing the rewarding; if the applicant does not provide a prepared substitute team selection within a certain time, the applicant is defaulted to a substitute team selection mode complying with the system, the system determines that the first employee receiving the reward is selected as the substitute team through a notice mode, after the substitute team selection is determined, the change applicant is dispatched from the change team to the substitute team selected by the substitute team, the substitute team is dispatched from the substitute team to the change team, the approval result of the change applicant is generated finally, and the recorded change team is automatically added with one under the name of the change applicant, so that the intelligent and automatic approval of the application is realized, and the manual approval operation is removed. The method provides a mode of recommending the alternate person selection, so that the applicant can select the appropriate alternate person selection, and the enthusiasm of the staff for alternate work can be improved by the mode of announcing the reward selection of the alternate person selection.

In a preferred embodiment, the leave determination execution unit performs the steps of:

inquiring recorded total leave-asking days under the name of the leave-asking applicant, adding the total leave-asking days and leave-asking days applied in the leave-asking application information to obtain leave-asking days, and determining that the leave-asking applicant has leave-asking qualification when the leave-asking days are smaller than or equal to the preset upper limit of the leave-asking days; when the number of the leave days is larger than the preset leave-asking number upper limit, determining that the leave-asking applicant does not have leave-asking qualification, and sending an approval result of refusing leave-asking application to the leave-asking applicant;

after determining that the leave-asking applicant has leave-asking qualification, determining the leave-asking time period according to the leave-asking application information, and determining the number of shifts and the number of shifts on which the leave-asking applicant is on duty in the leave-asking time period;

determining the sequence of the staff receiving the rewards in a mode of noticing the rewards, and recording from front to back according to the number of the shifts to obtain a plurality of task supplementing person choices;

after the selection of the shift supplementing person is determined, determining the shift needing to be attended by the shift supplementing person in the leave asking time period;

according to a preset allocation rule, allocating the shift on duty of the applicant to a plurality of shift supplementing persons for selection, and obtaining an allocation result; the distribution rule is to ensure that the condition that the operator who performs the work replenishment selects the same shift and needs to perform the work for a plurality of times is avoided;

and supplementing the shift on duty of the applicant personnel according to the distribution result, and generating an approval result of the shift supplementing and agent adjusting.

The working principle and the beneficial effects of the technical scheme are as follows: firstly, determining the vacation time length requested by an applicant, adding the vacation time length to the time length requested by the applicant, comparing the result with a preset upper limit of vacation days, and judging whether the vacation of the applicant exceeds the upper limit of the vacation days specified by a company, and under the condition that the vacation time length does not exceed the preset upper limit of the vacation days, determining the number of shifts and the number of shifts on which the applicant is on duty in a vacation time period; and searching for the staff on duty by noticing and rewarding, and distributing and adjusting the staff on duty on the premise of ensuring that the staff on duty does not conflict with the own duty on duty, thereby generating an approval result of the staff on duty. Therefore, the intelligent and automatic approval of the application is realized, and the manual approval operation is removed.

In a preferred embodiment, the intelligent shift scheduling management system further comprises an intelligent shift scheduling management module; the intelligent scheduling management module is used for sorting and analyzing historical workload data and scheduling working conditions of customer service staff within appointed working time and generating a scheduling report;

the intelligent shift scheduling management module comprises:

the time period dividing unit is used for acquiring a prediction time period required to carry out intelligent scheduling;

the workload prediction unit is used for predicting the workload in the prediction time period according to the historical workload data corresponding to the prediction time period to obtain a workload prediction result;

the team automatic selection unit is used for automatically selecting the employees to form a temporary team according to the workload prediction result;

and the scheduling report generation unit is used for performing scheduling processing on a plurality of temporary groups and generating a scheduling report.

The working principle and the beneficial effects of the technical scheme are as follows: the method comprises the steps of determining an appointed working time period needing automatic scheduling through an intelligent scheduling management module, predicting the workload of the working time period needing automatic scheduling by utilizing historical workload data of a period corresponding to the time period in the last few years, performing arrangement analysis based on the scheduling working condition of a customer service staff according to a prediction result, automatically selecting the customer service staff to form a working team group, distributing a scheduling mode, and finally generating a scheduling report. The working efficiency of staff and the workload required to work are comprehensively considered, and appropriate customer service staff are selected for duty, so that the working efficiency of company customer service staff can be effectively improved.

In a preferred embodiment, the workload prediction unit performs the following operations:

determining the number of days of the prediction time period according to the prediction time period;

acquiring historical workload data corresponding to the prediction time period in the previous preset years;

from the historical workload data, an average annual growth rate of the workload is calculated by:

wherein U represents the average annual growth rate, m represents a preset number of years, n represents the number of days of the predicted time period, P_i，jRepresenting workload data, P, of the i-th day of a period of previous j years corresponding to the predicted period_i，j+1Representing workload data of the ith day in a time period corresponding to the predicted time period in the previous j +1 year;

according to the average annual growth rate, based on workload data in a time period corresponding to the last year, calculating the predicted workload of the predicted time period of the current year by the following formula:

wherein Z represents the predicted workload;

determining the predicted workload as the workload prediction result.

The working principle and the beneficial effects of the technical scheme are as follows: according to historical workload data in a time period corresponding to the past year, the increase rate of the workload or the service volume in the past year is calculated, so that the workload in the prediction time period is further predicted, customer service staff who can just finish all the workloads are conveniently selected according to the prediction result of the workload in the prediction time period, and the waste of manpower resources of the staff is prevented.

In a preferred embodiment, the team automatic selection unit performs the following operations:

step 1, according to the workload prediction result, predicting the upper limit workload of a single day by the following formula:

in the formula, H represents the upper limit workload, and sigma is a preset workload fluctuation correction coefficient;

step 2, determining the working efficiency of the customer service staff in the working time period based on the working duration and the working capacity of the customer service staff in the working time period preset before the prediction time period, and predicting the total work amount in a single day based on the working efficiency;

step 3, determining the vacancy rate of the customer service staff based on the proportion of the working time of the customer service staff in the working time period to the total working time period;

step 4, establishing an idle rate ranking according to the idle rates of all the employees, accumulating the single-day total work amount of the customer service employees from front to back as single-day cooperative work amount based on the idle rate ranking, stopping accumulation work when the single-day cooperative work amount is larger than the upper limit work amount, and establishing a temporary team through several accumulated customer service employees;

step 5, taking the temporary shift group as a shift group on duty on the first day in the prediction time period;

and 6, after the duty task on the first day is finished, determining the subsequent duty group in the prediction time period by repeating the steps 2 to 5.

The working principle and the beneficial effects of the technical scheme are as follows: the method comprises the steps of determining the latest working efficiency of a customer service staff and the total single-day working amount of the customer service staff based on the working time length and the working capacity of the customer service staff in a previous period of time, determining the idle condition of the customer service staff by calculating the proportion of the latest working time length of the customer service staff to the total working time length of the working time period, and determining that the staff has enough rest when the staff is idle. The method comprises the steps of selecting a group of employees with sufficient rest, selecting the employees from front to back according to the idle degree, counting the total amount of workload which can be processed by the employees in a single day, judging whether the number of the employees can finish the work task on duty on the first day when the total amount just exceeds the upper limit workload, dividing the employees into temporary teams, and taking the temporary teams as the teams on duty on the first day in the prediction time period. After the duty task of the first day is completed, the spare degree of the customer service staff in the temporary team is lowered, several customer service staff are difficult to select in the next day when the staff is selected from the front to the back according to the spare degree, the automatic allocation of the customer service staff of the following days such as the second day, the third day and the like is continuously carried out according to the method, and by the allocation method, a group of customer service staff with enough rest time and better energy can be scheduled preferentially, and the customer service staff working for a period of time can rest.

In a preferred embodiment, the attendance module performs the following operations:

acquiring the current time, and determining the shift number on duty corresponding to the current time according to the shift scheduling report;

determining a duty shift group corresponding to the shift according to the duty shift corresponding to the current time;

and acquiring the attendance checking and card punching conditions of the members in the class group and recording and generating an attendance table.

The working principle and the beneficial effects of the technical scheme are as follows: the duty shift and the duty shift group at the current time are determined according to the scheduling report, members in the duty shift group are checked in without omission, and a report is generated, so that the work efficiency of checking in is effectively improved.

In a preferred embodiment, the intelligent shift scheduling management module further comprises a quality inspection shift scheduling management unit:

the quality inspection shift management unit is used for scoring the service quality of customer service and replacing members in the temporary team according to a scoring result;

the quality inspection shift management unit comprises a quality inspection template configuration subunit, a quality inspection grade analysis subunit and a member replacement subunit;

the quality inspection template configuration subunit is used for generating a quality inspection template according to a plurality of quality inspection rules input by a user; the quality control rules comprise any one or more combinations of keyword matching rules, service interruption rules, first response rules, speech rate detection rules, regular matching rules, conversation time interval rules, context repetition rules and emotion detection rules, and each quality control rule is bound with a unique score item;

the quality inspection grading analysis subunit is used for analyzing the conversation content of the customer service according to the quality inspection template to obtain a hit result of a quality inspection rule, and grading the quality of the customer service according to the hit result and the grading item to obtain a grading result;

the member replacing subunit is used for monitoring the service quality of the members in the temporary class group according to the grading result and replacing the members in the temporary class group; and when detecting that the scoring result of the service quality in the conversation of the member on duty continuously decreases for the preset times, determining that the member is in a poor state, and replacing the member by using a preset backup alternate person.

The working principle and the beneficial effects of the technical scheme are as follows: the customer service generates dialogue information in the service process, analyzes one sentence in the dialogue information by using a quality inspection rule in a quality inspection template, judges the hit condition of the quality inspection rule, exchanges another quality inspection rule from the quality inspection template after analyzing by using the quality inspection rule, performs quality inspection analysis on the sentence to obtain the quality inspection result of the sentence relative to the whole quality inspection template and determines the condition of hit quality inspection rule, counts the times of hitting the quality inspection rules of all sentences in the dialogue information, for example, in the dialogue information of a certain time, the customer service says three sentences in total, respectively performs quality inspection on the first sentence, the second sentence and the third sentence through the quality inspection template, finds that the first sentence hits the quality inspection rule 'a, c, d', the second sentence hits the quality inspection rule 'c', the third sentence hits the quality inspection rule 'a, b, c, d', and the times of hitting the quality inspection rules in the dialogue information of the time is '2 a', b, 3c, 2d ". And calculating the final score of the customer service in the dialog information as a scoring result according to the scoring items and the hit times corresponding to all the quality inspection rules participating in statistics in the quality inspection template, wherein the calculation formula is as follows:

wherein F is the final score, O is the preset initial score, G_jNumber of times that the jth quality inspection rule is hit by the customer service in the dialog information, M_jAnd the j is the scoring item of the quality inspection rule. When the situation that the scoring result of the service quality in the conversation of the member on duty continuously decreases for the preset times is detected, the state of the member is determined to be poor, and meanwhile, the member is replaced by a preset backup alternate person. The problem of low service quality caused by poor personal state of the customer service can be found in time, so that the scheduled customer service in a shift can be ensured to continuously carry out high-quality service, and the good feeling of customers to customer service companies is improved.

It will be apparent to those skilled in the art that various changes and modifications may be made in the present invention without departing from the spirit and scope of the invention. Thus, if such modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include such modifications and variations.

Claims (10)

1. One set of customer service staff scheduling system which characterized in that includes:

the scheduling configuration module is used for configuring scheduling information;

the leave asking and shift changing approval module is used for receiving leave asking and shift changing requests and carrying out approval to obtain approval results;

the scheduling management module is used for automatically generating a scheduling report according to the scheduling information and the approval result;

and the attendance module is used for checking the attendance of the customer service staff according to the scheduling report.

2. The suite of customer service staff scheduling system of claim 1, wherein the scheduling configuration module comprises:

the team creating unit is used for creating a team according to the team name input by the administrator;

the team group management unit is used for managing the team group according to an operation instruction input by an administrator; wherein, the management comprises one or more items of combination of deletion, name modification, selection of class scheduling types, addition or removal of members in the class group and editing of member information in the class group;

the shift creating unit is used for creating a shift according to a shift name input by an administrator;

the shift management unit is used for managing the shift according to an operation instruction input by an administrator; wherein the managing comprises one or more of deleting, name modifying, binding the work hours for the shift, and editing the time period for the shift;

the period creating unit is used for creating a shift scheduling period according to the period name input by the administrator;

the period management unit is used for managing the shift scheduling period according to an operation instruction input by an administrator; wherein the management comprises one or more of deletion, name modification, selection of cycle days and combination of workdays and holidays in an editing cycle;

the holiday creating unit is used for creating a holiday strategy according to the holiday name input by the administrator;

the holiday policy management unit is used for managing the holiday policy according to an operation instruction input by an administrator, wherein the management comprises one or more of combination of deletion, time period editing, activation and deactivation and name modification;

and the scheduling information configuration unit is used for generating scheduling information according to one or more items selected by an administrator from the scheduling group, the shift, the scheduling period and the enabled holiday strategy.

3. The system of claim 1, wherein the leave-shift approval module comprises:

the shift change application receiving unit is used for receiving shift change application information of a shift change applicant;

the shift change judgment execution unit is used for selecting a shift change person and carrying out shift change operation after confirming that the shift change applicant has shift change qualification according to the shift change application information, and generating an approval result;

a leave-asking application receiving unit for receiving leave-asking application information of a leave-asking applicant;

and the leave-asking judgment execution unit is used for performing shift supplementing operation after determining that the leave-asking applicant has leave-asking qualification according to the leave-asking application information and generating an approval result.

4. The system of claim 3, wherein the shift change determination execution unit performs the following steps:

inquiring the recorded shift change times under the name of the shift change applicant, determining that the shift change applicant has preliminary shift change qualification when the shift change times are smaller than a preset upper limit time, determining that the shift change applicant does not have the shift change qualification when the shift change times are larger than or equal to the preset upper limit time, and simultaneously sending an approval result for rejecting the shift change application to the shift change applicant;

after determining that the shift application personnel has preliminary shift qualification, determining the starting time of the shift according to the shift application information, determining that the shift adjustment time is sufficient when the time difference value between the starting time of the shift and the current time is greater than a preset time threshold, determining that the shift adjustment time is insufficient when the time difference value between the starting time of the shift and the current time is less than or equal to the preset time threshold, and simultaneously sending an approval result rejecting the shift application to the shift application personnel;

after the shift change adjusting time is determined to be sufficient, a shift change approval passing notice is sent to the shift change applicant, and the alternate shift selection recommended by the shift change applicant is inscribed within the preset time length;

after receiving a prepared alternate person selection recommended by the shift applicant within a preset first time length, sending a shift request to the prepared alternate person selection, and after receiving agreement information returned by the prepared alternate person selection within a preset second time length, determining that the prepared alternate person selection is the alternate person selection;

after the executive selection is not received within the first time span or the executive selection recommended by the shift applicant is received and a shift request is sent to the executive selection, returned approval information or returned refusal information is not received within the second time span, and a first rewarding employee is determined to be selected by the executive through an announcement rewarding mode;

after the selection of the person to be changed over is determined, the person applying for the change over is dispatched from the change over shift to the change over shift proposed by the person to be changed over, the person to be changed over is dispatched from the change over shift to the change over shift, and finally an approval result of the change over shift is generated;

and after the approval result of the shift change and the adjustment is generated, adding one to the recorded shift change times under the name of the shift change applicant.

5. The system of claim 3, wherein the leave-asking judgment execution unit executes the following steps:

inquiring recorded total leave-asking days under the name of the leave-asking applicant, adding the total leave-asking days and leave-asking days applied in the leave-asking application information to obtain leave-asking days, and determining that the leave-asking applicant has leave-asking qualification when the leave-asking days are smaller than or equal to the preset upper limit of the leave-asking days; when the number of the leave days is larger than the preset leave-asking number upper limit, determining that the leave-asking applicant does not have leave-asking qualification, and sending an approval result of refusing leave-asking application to the leave-asking applicant;

after determining that the leave-asking applicant has leave-asking qualification, determining the leave-asking time period according to the leave-asking application information, and determining the number of shifts and the number of shifts on which the leave-asking applicant is on duty in the leave-asking time period;

determining the sequence of the staff receiving the rewards in a mode of noticing the rewards, and recording from front to back according to the number of the shifts to obtain a plurality of task supplementing person choices;

after the selection of the shift supplementing person is determined, determining the shift needing to be attended by the shift supplementing person in the leave asking time period;

according to a preset allocation rule, allocating the shift on duty of the applicant to a plurality of shift supplementing persons for selection, and obtaining an allocation result; the distribution rule is to ensure that the condition that the operator who performs the work replenishment selects the same shift and needs to perform the work for a plurality of times is avoided;

and supplementing the shift on duty of the applicant personnel according to the distribution result, and generating an approval result of the shift supplementing and agent adjusting.

6. The set of customer service staff scheduling system of claim 1 further comprising an intelligent scheduling management module; the intelligent scheduling management module is used for sorting and analyzing historical workload data and scheduling working conditions of customer service staff within appointed working time and generating a scheduling report;

the intelligent shift scheduling management module comprises:

the time period dividing unit is used for acquiring a prediction time period required to carry out intelligent scheduling;

the workload prediction unit is used for predicting the workload in the prediction time period according to the historical workload data corresponding to the prediction time period to obtain a workload prediction result;

the team automatic selection unit is used for automatically selecting the employees to form a temporary team according to the workload prediction result;

and the scheduling report generation unit is used for performing scheduling processing on a plurality of temporary groups and generating a scheduling report.

7. The suite of customer service staff scheduling system of claim 6 wherein the workload prediction unit performs the following operations:

determining the number of days of the prediction time period according to the prediction time period;

acquiring historical workload data corresponding to the prediction time period in the previous preset years;

from the historical workload data, an average annual growth rate of the workload is calculated by:

wherein U represents the average annual growth rate, m represents a preset number of years, n represents the number of days of the predicted time period, P_i，jRepresenting workload data, P, of the i-th day of a period of previous j years corresponding to the predicted period_i，j+1Representing workload data of the ith day in a time period corresponding to the predicted time period in the previous j +1 year;

according to the average annual growth rate, based on workload data in a time period corresponding to the last year, calculating the predicted workload of the predicted time period of the current year by the following formula:

wherein Z represents the predicted workload;

determining the predicted workload as the workload prediction result.

8. The suite of customer service staff scheduling system of claim 6 wherein the team automatic selection unit performs the following operations:

step 1, according to the workload prediction result, predicting the upper limit workload of a single day by the following formula:

in the formula, H represents the upper limit workload, and sigma is a preset workload fluctuation correction coefficient;

step 2, determining the working efficiency of the customer service staff in the working time period based on the working duration and the working capacity of the customer service staff in the working time period preset before the prediction time period, and predicting the total work amount in a single day based on the working efficiency;

step 3, determining the vacancy rate of the customer service staff based on the proportion of the working time of the customer service staff in the working time period to the total working time period;

step 4, establishing an idle rate ranking according to the idle rates of all the employees, accumulating the single-day total work amount of the customer service employees from front to back as single-day cooperative work amount based on the idle rate ranking, stopping accumulation work when the single-day cooperative work amount is larger than the upper limit work amount, and establishing a temporary team through several accumulated customer service employees;

step 5, taking the temporary shift group as a shift group on duty on the first day in the prediction time period;

and 6, after the duty task on the first day is finished, determining the subsequent duty group in the prediction time period by repeating the steps 2 to 5.

9. The set of customer service staff scheduling system of claim 1 wherein the attendance module performs the following operations:

acquiring the current time, and determining the shift number on duty corresponding to the current time according to the shift scheduling report;

determining a duty shift group corresponding to the shift according to the duty shift corresponding to the current time;

and acquiring the attendance checking and card punching conditions of the members in the class group and recording and generating an attendance table.

10. The system of claim 6, wherein the intelligent shift management module further comprises a quality inspection shift management unit:

the quality inspection shift management unit is used for scoring the service quality of customer service and replacing members in the temporary team according to a scoring result;

the quality inspection shift management unit comprises a quality inspection template configuration subunit, a quality inspection grade analysis subunit and a member replacement subunit;

the quality inspection template configuration subunit is used for generating a quality inspection template according to a plurality of quality inspection rules input by a user; the quality control rules comprise any one or more combinations of keyword matching rules, service interruption rules, first response rules, speech rate detection rules, regular matching rules, conversation time interval rules, context repetition rules and emotion detection rules, and each quality control rule is bound with a unique score item;

the quality inspection grading analysis subunit is used for analyzing the conversation content of the customer service according to the quality inspection template to obtain a hit result of a quality inspection rule, and grading the quality of the customer service according to the hit result and the grading item to obtain a grading result;

the member replacing subunit is used for monitoring the service quality of the members in the temporary class group according to the grading result and replacing the members in the temporary class group; and when detecting that the scoring result of the service quality in the conversation of the member on duty continuously decreases for the preset times, determining that the member is in a poor state, and replacing the member by using a preset backup alternate person.

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