CN114708021A - Seat allocation method and device, storage medium and electronic equipment - Google Patents
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Abstract
The disclosure relates to a method and a device for allocating seats, a storage medium and electronic equipment, which are used for reducing the probability that a target object to be allocated is kicked out of a sequencing queue and avoiding the situation that the target object to be allocated cannot be continuously allocated with seats after abnormal recovery. The method comprises the following steps: when seat allocation is carried out on a target object to be allocated at the head of a sequencing queue, whether the target object to be allocated is abnormal or not is detected; determining an abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal; and determining a target seat allocation strategy according to the abnormal type corresponding to the target object to be allocated and a preset relation between a seat allocation abnormal processing strategy and the abnormal type, and executing the target seat allocation strategy on the target object to be allocated.
Description
Technical Field
The present disclosure relates to communication technologies, and in particular, to a method and an apparatus for assigning a seat, a storage medium, and an electronic device.
Background
In a customer service scene, when an incoming line user exceeds the upper limit of seat reception, the user can wait in a queue. In the related art, the user side queues according to the user priority, the seat side queues according to the seat priority, and finally seat allocation is performed based on the user side queue and the seat side queue. And when the user side or the seat side at the head of the queue is abnormal, the abnormal user side or seat side is usually kicked out of the queue, so as to ensure that other normal user sides or seat sides continue to distribute seats.
Disclosure of Invention
This summary is provided to introduce a selection of concepts in a simplified form that are further described below in the detailed description. This summary is not intended to identify key features or essential features of the claimed subject matter, nor is it intended to be used to limit the scope of the claimed subject matter.
In a first aspect, the present disclosure provides a method of seat assignment, the method comprising:
when seat allocation is carried out on a target object to be allocated at the head of a sequencing queue, whether the target object to be allocated is abnormal is detected, wherein the sequencing queue is used for sequentially storing the objects to be allocated according to the sequence of preset priorities corresponding to the objects to be allocated;
determining an abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal;
determining a target seat allocation strategy according to the abnormal type corresponding to the target object to be allocated and a preset relation between a seat allocation abnormal processing strategy and the abnormal type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation abnormal processing strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
In a second aspect, the present disclosure provides an apparatus for seat assignment, the apparatus comprising:
the system comprises a detection module, a sorting queue and a scheduling module, wherein the detection module is used for detecting whether an object to be allocated of a target at the head of the sorting queue is abnormal or not when seat allocation is carried out on the object to be allocated, and the sorting queue is used for sequentially storing the objects to be allocated according to the sequence of preset priorities corresponding to the objects to be allocated;
the determining module is used for determining the abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal;
and the execution module is used for determining a target seat allocation strategy according to the abnormal type corresponding to the target object to be allocated and a preset relation between a seat allocation abnormal processing strategy and the abnormal type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation abnormal processing strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
In a third aspect, the present disclosure provides a computer readable medium having stored thereon a computer program which, when executed by a processing apparatus, performs the steps of the method of the first aspect of the present disclosure.
In a fourth aspect, the present disclosure provides an electronic device comprising:
a storage device having a computer program stored thereon;
processing means for executing the computer program in the storage means to implement the steps of the method of the first aspect of the present disclosure.
By the technical scheme, different seat allocation exception handling strategies can be configured for the exception types of the target objects to be allocated, so that the flexibility and the practicability of seat allocation exception handling are improved. Compared with a mode of directly kicking the abnormal target object to be distributed out of the sequencing queue, the seat distribution is carried out on the target object to be distributed again, the probability that the target object to be distributed is kicked out of the sequencing queue is reduced, and the situation that the seat distribution can not be carried out on the target object to be distributed any more after the abnormity is recovered is avoided.
Additional features and advantages of the disclosure will be set forth in the detailed description which follows.
Drawings
The above and other features, advantages and aspects of various embodiments of the present disclosure will become more apparent by referring to the following detailed description when taken in conjunction with the accompanying drawings. Throughout the drawings, the same or similar reference numbers refer to the same or similar elements. It should be understood that the drawings are schematic and that elements and features are not necessarily drawn to scale. In the drawings:
FIG. 1 is a schematic illustration of the problem of "head of line blocking" according to one allocation of seats;
FIG. 2 is a schematic diagram of a solution to the "head of line blocking" problem according to a related art;
FIG. 3 is a flow diagram of a method of agent allocation provided in accordance with an exemplary embodiment;
FIG. 4 is a diagram illustrating an agent assignment exception handling policy corresponding to an exception type, according to an example embodiment;
FIG. 5 is a schematic illustration of a first seat assignment exception handling policy provided in accordance with an exemplary embodiment;
FIG. 6 is a diagram of a second agent allocation exception handling policy provided in accordance with an illustrative embodiment;
FIG. 7 is a block diagram of an apparatus for agent allocation provided in accordance with an exemplary embodiment;
FIG. 8 is a block diagram of an electronic device provided in accordance with an example embodiment.
Detailed Description
Embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While certain embodiments of the present disclosure are shown in the drawings, it is to be understood that the present disclosure may be embodied in various forms and should not be construed as limited to the embodiments set forth herein, but rather are provided for a more thorough and complete understanding of the present disclosure. It should be understood that the drawings and embodiments of the disclosure are for illustration purposes only and are not intended to limit the scope of the disclosure.
It should be understood that the various steps recited in the method embodiments of the present disclosure may be performed in a different order, and/or performed in parallel. Moreover, method embodiments may include additional steps and/or omit performing the illustrated steps. The scope of the present disclosure is not limited in this respect.
The term "include" and variations thereof as used herein are open-ended, i.e., "including but not limited to". The term "based on" is "based, at least in part, on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". Relevant definitions for other terms will be given in the following description.
It should be noted that the terms "first", "second", and the like in the present disclosure are only used for distinguishing different devices, modules or units, and are not used for limiting the order or interdependence relationship of the functions performed by the devices, modules or units.
It is noted that references to "a", "an", and "the" modifications in this disclosure are intended to be illustrative rather than limiting, and that those skilled in the art will recognize that "one or more" may be used unless the context clearly dictates otherwise.
The names of messages or information exchanged between devices in the embodiments of the present disclosure are for illustrative purposes only, and are not intended to limit the scope of the messages or information.
It is understood that before the technical solutions disclosed in the embodiments of the present disclosure are used, the type, the use range, the use scene, etc. of the personal information related to the present disclosure should be informed to the user and obtain the authorization of the user through a proper manner according to the relevant laws and regulations.
For example, in response to receiving an active request from a user, a prompt message is sent to the user to explicitly prompt the user that the requested operation to be performed would require the acquisition and use of personal information to the user. Thus, the user can autonomously select whether to provide personal information to software or hardware such as an electronic device, an application program, a server, or a storage medium that performs the operations of the disclosed technical solution, according to the prompt information.
As an optional but non-limiting implementation manner, in response to receiving an active request from the user, the manner of sending the prompt information to the user may be, for example, a pop-up window, and the prompt information may be presented in a text manner in the pop-up window. In addition, a selection control for providing personal information to the electronic device by the user's selection of "agreeing" or "disagreeing" can be carried in the pop-up window.
It is understood that the above notification and user authorization process is only illustrative and not limiting, and other ways of satisfying relevant laws and regulations may be applied to the implementation of the present disclosure.
Meanwhile, it is understood that the data involved in the present technical solution (including but not limited to the data itself, the acquisition or use of the data) should comply with the requirements of the corresponding laws and regulations and the related regulations.
In a customer service scene, when an incoming line user exceeds the upper limit of seat reception, the user can wait in a queue. In the related technology, the user side generally takes multiple factors such as user queuing waiting time, user level or importance, queuing times and the like into consideration during queuing, calculates the user priority according to a certain rule, and then queues according to the priority, so that fairness and user importance are taken into consideration, and user experience is guaranteed. Similarly, for the seat end, the priority is usually calculated based on various factors such as the skill level of the seat, the idle time, the workload of the day, and the like, and then the seat end queues according to the priority, so as to ensure the balance of the seat workload.
However, there is a problem of "head of line blocking" as shown in fig. 1 when the user terminal or the seat terminal at the head of line is abnormal, for example, when a phone at the seat terminal is unavailable or a session of the user terminal is abnormal, other user terminals or seat terminals with low priority in the queue are blocked, so that other normal user terminals or seat terminals cannot continue to perform seat allocation. In the related art, in order to avoid the "head of line blocking" problem, referring to fig. 2, an abnormal ue or seat is usually kicked out of the queue to ensure that other normal ues or seats continue to perform seat allocation.
Although the above processing method can solve the problem of "queue head blocking", for an abnormality caused by a temporary factor such as network or equipment jitter, if the user end or the seat end is directly kicked out of the queue, the seat allocation cannot be continued after the abnormality is recovered, so that the user reception is affected, the user loss is caused, and the user use experience or the seat utilization rate is affected.
In order to solve the above technical problems, the present disclosure provides a method, an apparatus, a storage medium, and an electronic device for seat allocation, which are applied in a customer service scenario, including a phone scenario and an IM (instant messaging) scenario. Different target seat allocation strategies are configured for the abnormal types of the target objects to be allocated, so that the flexibility and the practicability of seat allocation abnormal processing are improved. Compared with a mode of directly kicking the abnormal target object to be distributed out of the sequencing queue, the seat distribution is carried out on the target object to be distributed again, the probability that the target object to be distributed is kicked out of the sequencing queue is reduced, and the situation that the seat distribution can not be carried out on the target object to be distributed any more after the abnormity is recovered is avoided.
It should be noted that the execution subject of the method for allocating seats provided by the present disclosure may be a call center or a customer service center, or may be a seat allocation module in the call center or the customer service center, which is responsible for seat allocation, and the present disclosure does not limit this.
The present disclosure is described below with reference to specific examples.
Fig. 3 is a flowchart of a method of seat assignment provided according to an example embodiment, and referring to fig. 3, the method includes:
s301, when the seat allocation is carried out on the target object to be allocated at the head of the sequencing queue, whether the target object to be allocated is abnormal or not is detected.
The sequencing queue is used for sequentially storing the objects to be distributed according to the sequence of the preset priority corresponding to the objects to be distributed.
For example, the target object to be allocated may be a user terminal or a seat terminal. If the target object to be distributed is a user side to be distributed, the sequencing queue is a user sequencing queue for the user side to be distributed, or if the target object to be distributed is a seat side to be distributed, the sequencing queue is a seat sequencing queue for the seat to be distributed.
S302, under the condition that the target object to be distributed is detected to be abnormal, determining the abnormal type corresponding to the target object to be distributed.
S303, determining a target seat allocation strategy according to the abnormal type corresponding to the target object to be allocated and the preset relation between the seat allocation abnormal processing strategy and the abnormal type, and executing the target seat allocation strategy on the target object to be allocated.
The preset seat allocation exception handling strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
By the method, different agent allocation exception handling strategies can be configured for the exception types of the target objects to be allocated, so that the flexibility and the practicability of agent allocation exception handling are improved. Compared with a mode of directly kicking the abnormal target object to be distributed out of the sequencing queue, the seat distribution is carried out on the target object to be distributed again, the probability that the target object to be distributed is kicked out of the sequencing queue is reduced, and the situation that the seat distribution can not be carried out on the target object to be distributed any more after the abnormity is recovered is avoided.
In a possible manner, whether the target object to be allocated has an abnormality may be detected as follows: and acquiring message data between the target object to be distributed and the target object to be distributed, and determining that the target object to be distributed is abnormal when the message data comprises abnormal message data. When it is detected that the target to-be-allocated object is abnormal, determining the abnormal type corresponding to the target to-be-allocated object may be: and determining the exception type corresponding to the target object to be distributed based on the exception message data.
It should be noted that, in the customer service scene, the common factors of the seat end abnormality include: the system comprises a telephone set, a computer room, a network or a message, a computer system, a computer and a computer. The user side is mainly abnormal in an IM scene, and the factors causing the abnormality comprise network abnormality, abnormal exit of an application program or an applet, blockage of a mobile phone system or hardware and the like.
For example, taking the seat allocation module as an execution main body of seat allocation, after the user side initiates a service request, the seat allocation module adds the user side to the user sorting queue according to the user priority. Similarly, in the case that the seat end can provide services, the seat allocation module adds the seat end into the seat sorting queue according to the seat priority. The seat distribution module establishes communication with the user side and the seat side respectively, and acquires message data communicated with the user side and message data communicated with the seat side. The message data may be the message data fed back by the user terminal or the seat terminal after the seat allocation module actively sends the abnormality detection request to the user terminal or the seat terminal, may also be the message data sent to the seat allocation module after the user terminal or the seat terminal finds an abnormality, and may also be the message data of the seat allocation module in normal communication with the user terminal or the seat terminal, which is not limited in the present disclosure.
Illustratively, when the seat allocation is performed on the user side or the seat side at the head of the sequencing queue, the message data is analyzed. And when the message data with the user side comprises abnormal message data, determining that the user side has abnormality, or when the message data with the seat side comprises abnormal message data, determining that the seat side has abnormality. And finally, determining the corresponding abnormal type of the user side or the seat side based on the abnormal message data. The abnormal message data may be message data including an abnormal type, or message data including an abnormal message, and then the agent allocation center parses the abnormal message to obtain a corresponding abnormal type, which is not limited in this disclosure.
By way of example, the abnormality is classified by analyzing the occurrence of abnormality at the user side and the seat side. For example, the first exception type is an exception caused by network or device jitter, and the first exception type is usually a temporary exception, for example, an exception caused by network timeout, system upgrade, or release, and can be recovered to normal state through retry. The second type of anomaly is an anomaly caused by a hardware fault, and the second type of anomaly is generally unrecoverable within a short period of time, such as a phone fault, a communication cable or operator line, a hardware fault, and the like. The third anomaly type is an anomaly of which the anomaly type cannot be identified, for example, an anomaly in which a specific failure cannot be identified or an anomaly in which recovery time cannot be determined.
It should be noted that, the above classification of the exception types is only an exemplary description, and may be specifically adjusted according to actual requirements, for example, the exception types may be further divided in more detail, or new exception types are added along with the upgrade of the exception detection means, which is not limited in this disclosure.
Further, referring to fig. 4, the corresponding agent allocation exception handling policy may be configured for different exception types, so that a "head of line blocking" problem may be handled more accurately and effectively. For example, the first exception type corresponds to a first agent allocation exception handling policy, and the second exception type and the third exception type correspond to a second agent allocation exception handling policy. And a third seat allocation exception handling policy may also be executed after the retry of the first seat allocation exception handling policy or the second seat allocation exception handling policy is exceeded. In addition, the binding relationship between the exception type and the seat allocation exception handling strategy can be adjusted in a configuration mode, and the flexibility and the applicability of seat allocation are improved. The seat allocation exception handling policy may be stored in the seat allocation module, or may be stored in a separate storage module, which is not limited in this disclosure.
The following describes, in conjunction with the accompanying drawings and embodiments, a specific process for executing the seat assignment exception handling policy and a preset relationship between the exception type and the seat assignment exception handling policy.
In a possible manner, according to the exception type corresponding to the target object to be allocated and the preset relationship between the seat allocation exception handling policy and the exception type, determining the target seat allocation policy may be: and under the condition that the exception type corresponding to the target object to be distributed is a first exception type, determining a first seat distribution exception handling strategy as a target seat distribution strategy, wherein the first seat distribution exception handling strategy is used for carrying out seat distribution on the target object to be distributed again according to the storage position of the target object to be distributed in the sequencing queue after a preset time length, and the first exception type is exception caused by network or equipment jitter.
For example, since the first exception type is typically a temporary exception and can typically automatically return to normal in a short period of time, the purpose of seat assignment can be achieved by one or more retries. Referring to fig. 5, when an exception occurring at the target customer end to be allocated or the target seat end to be allocated is of the first exception type, the storage position of the target object to be allocated in the sorting queue is not changed, and seat allocation is performed on the target object to be allocated again after a preset time length. It should be noted that the preset duration may not be set to be too long, for example, may be set to be 1 second, 5 seconds, and the like, so as to avoid the blocking caused by the abnormal object to be allocated being in the head position for a long time, and specifically, the preset duration may be set according to a requirement, for example, considering both the abnormal recovery duration, the number of the user terminals or the number of the seat terminals, the waiting duration of the user terminals or the waiting duration of the seat terminals, and the like, which is not limited in this disclosure.
In addition, in a possible manner, referring to fig. 5, the agent allocation exception handling policy further includes a third agent allocation exception handling policy for deleting the target object to be allocated from the sorting queue, and the method further includes: after the seat allocation is carried out on the target object to be allocated again, the retry times of the seat allocation carried out on the target object to be allocated again are determined. And executing a third seat allocation exception handling strategy on the target object to be allocated under the condition that the retry times are greater than the preset retry times.
That is to say, by means of executing the first seat allocation exception handling policy for multiple times, the probability that the target object to be allocated is kicked out of the sorting queue is further reduced, and seat allocation cannot be continued on the target object to be allocated after exception recovery is avoided. Under the condition that the retry times are less than or equal to the preset retry times, the head position of the target object to be allocated in the sorting queue is kept, seat allocation is continuously carried out on the target object to be allocated, under the condition that the retry times are greater than the preset retry times, the situation that the abnormality of the target object to be allocated can not be automatically recovered to be normal in a short time is shown, in order to avoid the problem of head of line blocking, a third seat allocation abnormality processing strategy is executed, and the target object to be allocated is deleted from the sorting queue, so that a seat allocation module carries out seat allocation on the following object to be allocated. Similarly, the preset retry number may not be set too many, for example, may be set to 3 times, 5 times, and the like, so as to avoid that an abnormal object to be allocated is located at the head of the queue for a long time to cause a jam, and specifically, the preset retry number may be set according to a requirement, for example, considering both the abnormal recovery duration, the number of the user terminals or the number of the seat terminals, the waiting duration of the user terminals or the waiting duration of the seat terminals, and the like, which is not limited in this disclosure.
In a possible manner, according to the exception type corresponding to the target object to be allocated and the preset relationship between the seat allocation exception handling policy and the exception type, determining the target seat allocation policy may be: and under the condition that the exception type corresponding to the target object to be distributed is a second exception type or a third exception type, determining a second seat distribution exception handling strategy as the target seat distribution strategy, wherein the second seat distribution exception handling strategy is used for adjusting the storage position of the target object to be distributed in the sequencing queue to obtain a new storage position of the target object to be distributed in the sequencing queue, and performing seat distribution on the target object to be distributed again according to the new storage position of the target object to be distributed in the sequencing queue, the second exception type is an exception caused by hardware failure, and the third exception type is an exception of which the exception type cannot be identified.
For example, when an exception occurring at the target ue to be allocated or the target seat to be allocated is a second exception type or a third exception type, the second seat allocation exception handling policy is determined to be the target seat allocation policy. Since the second exception type is generally unrecoverable in a short period of time, and since the third exception type cannot determine the exception type or the recovery time, the storage location of the target object to be allocated in the sorting queue may be adjusted, for example, the target object to be allocated is moved backward by several bits or adjusted to the tail position of the sorting queue. Therefore, the problem of 'head of line blockage' can be avoided, the target object to be distributed can be reserved in the lower sequencing queue, and the situation that the target object to be distributed cannot be continuously subjected to seat distribution after abnormal recovery is avoided.
Preferably, referring to fig. 6, the second seat allocation exception handling policy is configured to adjust a storage location of the target object to be allocated in the sorting queue according to the following manner, so as to obtain a new storage location of the target object to be allocated in the sorting queue: the method comprises the steps of firstly determining the retry times of seat assignment for a target object to be assigned again, and then determining the target priority of the target object to be assigned based on the retry times and the preset relation between the priority and the retry times, wherein in the preset relation between the priority and the retry times, the retry times and the priority are in negative correlation. And finally, adjusting the storage position of the target object to be distributed in the sequencing queue according to the target priority of the target object to be distributed and the preset priority corresponding to each object to be distributed in the sequencing queue to obtain a new storage position of the target object to be distributed in the sequencing queue.
That is, the storage location of the target to-be-allocated object in the sorting queue may also be adjusted based on a preset relationship between the priority and the number of retries. Because the priority of the user side generally takes multiple factors such as user queuing waiting time, user level or importance, queuing times and the like into comprehensive consideration, the priority of the seat side also calculates the priority based on multiple factors such as seat skill level, idle time, workload of the day and the like. Therefore, the storage position of the target object to be allocated in the sorting queue is adjusted based on the preset relation between the priority and the retry times, and compared with a simple mode of moving the abnormal object to be allocated backwards by several bits or adjusting the abnormal object to be allocated to the tail position of the sorting queue, the user priority can be considered, the user experience is prevented from being influenced, the seat priority can be considered, and the seat utilization rate is improved.
Illustratively, in the preset relationship between the priority level and the number of retries, the number of retries is negatively correlated with the priority level. For example, the retry number is N, the priority of the target to-be-allocated object is decreased by N, or the retry number is N, the priority of the target to-be-allocated object is decreased by N × N, and the retry number may be adjusted by setting the weight of the retry number when the priority of the target to-be-allocated object is calculated, and so on.
Correspondingly, referring to fig. 6, the above-mentioned method may further reduce the probability that the target object to be allocated is kicked out of the sorting queue by executing the second seat allocation exception handling policy for multiple times, so as to avoid that seat allocation cannot be performed on the target object to be allocated any more after the exception is recovered. And under the condition that the retry times are less than or equal to the preset retry times, continuously adjusting the storage position of the target object to be distributed in the sequencing queue by calculating the priority, thereby continuously carrying out seat distribution on the target object to be distributed. And under the condition that the retry times are greater than the preset retry times, the abnormity of the target object to be distributed can not be recovered to be normal, in order to avoid the problem of head of line blocking, a third seat distribution abnormity processing strategy is executed, and the target object to be distributed is deleted from the sorting queue, so that the seat distribution module performs seat distribution on the following object to be distributed. Similarly, the preset retry number may not be set too many, and reference may be specifically made to the manner of executing the first seat allocation exception handling policy for multiple times, which is not described herein again.
It should be noted that, when the third seat allocation exception handling policy is executed, the abnormal object to be allocated may be directly kicked out of the sorting queue, which may cause the user to be lost or the seat end cannot receive the user. However, in other possible implementation manners, for a scene that does need to be kicked out directly from the sorting queue, for example, a scene that the exception determination is not recoverable or the exception needs a long time to recover, a third seat allocation exception handling policy may also be directly executed, or a preset retry number is reduced, so as to reduce the influence of the abnormal object to be allocated on seat allocation and reduce the waste of seat allocation resources.
Based on the same concept, the embodiment of the present disclosure further provides an apparatus for allocating a seat, where the apparatus 700 includes:
the detection module 701 is configured to detect whether an object to be allocated at the head of a sorting queue is abnormal when seat allocation is performed on the object to be allocated, where the sorting queue is configured to sequentially store the objects to be allocated according to a sequence of preset priorities corresponding to the objects to be allocated.
A determining module 702, configured to determine, when it is detected that the target object to be allocated is abnormal, an abnormal type corresponding to the target object to be allocated.
An executing module 703 is configured to determine a target seat allocation policy according to the exception type corresponding to the target object to be allocated and a preset relationship between a seat allocation exception handling policy and the exception type, and execute the target seat allocation policy on the target object to be allocated, where the preset seat allocation exception handling policy includes a policy for performing seat allocation again on the target object to be allocated.
By the device, different agent allocation exception handling strategies can be configured for the exception types of the target objects to be allocated, so that the flexibility and the practicability of agent allocation exception handling are improved. Compared with a mode of directly kicking the abnormal target object to be distributed out of the sequencing queue, the seat distribution is carried out on the target object to be distributed again, the probability that the target object to be distributed is kicked out of the sequencing queue is reduced, and the situation that the seat distribution can not be carried out on the target object to be distributed any more after the abnormity is recovered is avoided.
Optionally, the executing module 703 is configured to:
and under the condition that the exception type corresponding to the target object to be allocated is a first exception type, determining a first seat allocation exception handling strategy as a target seat allocation exception handling strategy, wherein the first seat allocation exception handling strategy is used for carrying out seat allocation on the target object to be allocated again according to the storage position of the target object to be allocated in the sorting queue after a preset time length, and the first exception type is an exception caused by network or equipment jitter.
Optionally, the executing module 703 is configured to:
and under the condition that the exception type corresponding to the target object to be allocated is a second exception type or a third exception type, determining a second seat allocation exception handling strategy as a target seat allocation strategy, wherein the second seat allocation exception handling strategy is used for adjusting the storage position of the target object to be allocated in the sorting queue to obtain a new storage position of the target object to be allocated in the sorting queue, and performing seat allocation on the target object to be allocated again according to the new storage position of the target object to be allocated in the sorting queue, the second exception type is an exception caused by a hardware fault, and the third exception type is an exception which can not identify the exception type.
Optionally, the executing module 703 is configured to:
determining the retry times of carrying out seat allocation again on the target object to be allocated;
determining a target priority of the target object to be distributed based on the retry times and a preset relation between the priority and the retry times, wherein the retry times and the priority are in negative correlation in the preset relation between the priority and the retry times;
and adjusting the storage position of the target object to be distributed in the sequencing queue according to the target priority of the target object to be distributed and the preset priority corresponding to each object to be distributed in the sequencing queue to obtain the new storage position of the target object to be distributed in the sequencing queue.
Optionally, the agent allocation exception handling policy further includes a third agent allocation exception handling policy for deleting the target object to be allocated from the sorting queue, and the apparatus 700 further includes an execution sub-module, where the execution sub-module is configured to:
after the seat allocation is carried out on the target object to be allocated again, determining the retry times of the seat allocation carried out on the target object to be allocated again;
and executing the third seat allocation exception handling strategy on the target object to be allocated under the condition that the retry number is greater than the preset retry number.
Optionally, the detecting module 701 is configured to:
acquiring message data between the target object to be distributed and the target object to be distributed;
and when the message data comprises abnormal message data, determining that the target object to be distributed has an abnormality.
Optionally, the determining module 702 is configured to:
and determining the exception type corresponding to the target object to be distributed based on the exception message data.
Optionally, if the target object to be allocated is a user side to be allocated, the sorting queue is a user sorting queue for the user side to be allocated, or if the target object to be allocated is a seat side to be allocated, the sorting queue is a seat sorting queue for the seat to be allocated.
With regard to the apparatus in the above-described embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.
Based on the same concept, the embodiments of the present disclosure also provide a computer readable medium, on which a computer program is stored, which when executed by a processing device, implements the steps of the method for seat allocation described above.
Based on the same concept, an embodiment of the present disclosure further provides an electronic device, including:
a storage device having a computer program stored thereon;
and a processing device for executing the computer program in the storage device to realize the steps of the seat allocation method.
Referring now to FIG. 8, shown is a schematic diagram of an electronic device 800 suitable for use in implementing embodiments of the present disclosure. The user side and the seat side in the embodiments of the present disclosure may include, but are not limited to, mobile terminals such as mobile phones, notebook computers, digital broadcast receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), in-vehicle terminals (e.g., in-vehicle navigation terminals), and the like, and fixed terminals such as digital TVs, desktop computers, and the like. The electronic device shown in fig. 8 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present disclosure.
As shown in fig. 8, an electronic device 800 may include a processing means (e.g., central processing unit, graphics processor, etc.) 801 that may perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)802 or a program loaded from a storage means 808 into a Random Access Memory (RAM) 803. In the RAM 803, various programs and data necessary for the operation of the electronic apparatus 800 are also stored. The processing apparatus 801, the ROM 802, and the RAM 803 are connected to each other by a bus 804. An input/output (I/O) interface 805 is also connected to bus 804.
Generally, the following devices may be connected to the I/O interface 805: input devices 806 including, for example, a touch screen, touch pad, keyboard, mouse, camera, microphone, accelerometer, gyroscope, or the like; output devices 807 including, for example, a Liquid Crystal Display (LCD), speakers, vibrators, and the like; storage 808 including, for example, magnetic tape, hard disk, etc.; and a communication device 809. The communication means 809 may allow the electronic device 800 to communicate wirelessly or by wire with other devices to exchange data. While fig. 8 illustrates an electronic device 800 having various means, it is to be understood that not all illustrated means are required to be implemented or provided. More or fewer devices may alternatively be implemented or provided.
In particular, according to an embodiment of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program carried on a non-transitory computer readable medium, the computer program containing program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication means 809, or installed from the storage means 808, or installed from the ROM 802. The computer program, when executed by the processing apparatus 801, performs the above-described functions defined in the methods of the embodiments of the present disclosure.
It should be noted that the computer readable medium in the present disclosure can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In contrast, in the present disclosure, a computer readable signal medium may comprise a propagated data signal with computer readable program code embodied therein, either in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: electrical wires, optical cables, RF (radio frequency), etc., or any suitable combination of the foregoing.
In some embodiments, the user side, the agent side, and the server (customer service center or agent allocation module) may communicate using any currently known or future developed network Protocol, such as HTTP (HyperText Transfer Protocol), and may be interconnected with any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), the Internet (e.g., the Internet), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future developed network.
The computer readable medium may be embodied in the electronic device; or may exist separately without being assembled into the electronic device.
The computer readable medium carries one or more programs which, when executed by the electronic device, cause the electronic device to: when seat allocation is carried out on a target object to be allocated at the head of a sequencing queue, whether the target object to be allocated is abnormal is detected, wherein the sequencing queue is used for sequentially storing the objects to be allocated according to the sequence of preset priorities corresponding to the objects to be allocated; determining an abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal; and determining a target seat allocation strategy according to the abnormal type corresponding to the target object to be allocated and a preset relation between a seat allocation abnormal processing strategy and the abnormal type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation abnormal processing strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
Computer program code for carrying out operations for the present disclosure may be written in any combination of one or more programming languages, including but not limited to an object oriented programming language such as Java, Smalltalk, C + +, and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The modules described in the embodiments of the present disclosure may be implemented by software or hardware. The name of the module does not in some cases constitute a limitation of the module itself, and for example, the detection module may also be described as a "module for detecting whether there is an abnormality in the target object to be allocated.
The functions described herein above may be performed, at least in part, by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field Programmable Gate Arrays (FPGAs), Application Specific Integrated Circuits (ASICs), Application Specific Standard Products (ASSPs), system on a chip (SOCs), Complex Programmable Logic Devices (CPLDs), and the like.
In the context of this disclosure, a machine-readable medium may be a tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. The machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. More specific examples of a machine-readable storage medium would include an electrical connection based on one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
Example 1 provides, in accordance with one or more embodiments of the present disclosure, a method of agent allocation, the method comprising: when seat allocation is carried out on a target object to be allocated at the head of a sequencing queue, whether the target object to be allocated is abnormal is detected, wherein the sequencing queue is used for sequentially storing the objects to be allocated according to the sequence of preset priorities corresponding to the objects to be allocated; determining an abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal; determining a target seat allocation strategy according to the abnormal type corresponding to the target object to be allocated and a preset relation between a seat allocation abnormal processing strategy and the abnormal type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation abnormal processing strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
According to one or more embodiments of the present disclosure, example 2 provides the method of example 1, where determining a target seat allocation policy according to an exception type corresponding to the target object to be allocated and a preset relationship between a seat allocation exception handling policy and the exception type includes: and under the condition that the exception type corresponding to the target object to be allocated is a first exception type, determining a first seat allocation exception handling strategy as a target seat allocation exception handling strategy, wherein the first seat allocation exception handling strategy is used for carrying out seat allocation on the target object to be allocated again according to the storage position of the target object to be allocated in the sorting queue after a preset time length, and the first exception type is an exception caused by network or equipment jitter.
According to one or more embodiments of the present disclosure, example 3 provides the method of example 1, where determining a target seat allocation policy according to an exception type corresponding to the target object to be allocated and a preset relationship between a seat allocation exception handling policy and the exception type includes: and under the condition that the exception type corresponding to the target object to be allocated is a second exception type or a third exception type, determining a second seat allocation exception handling strategy as a target seat allocation strategy, wherein the second seat allocation exception handling strategy is used for adjusting the storage position of the target object to be allocated in the sorting queue to obtain a new storage position of the target object to be allocated in the sorting queue, and performing seat allocation on the target object to be allocated again according to the new storage position of the target object to be allocated in the sorting queue, the second exception type is an exception caused by a hardware fault, and the third exception type is an exception which can not identify the exception type.
Example 4 provides the method of example 3, and the second seat allocation exception handling policy is configured to adjust a storage location of the target object to be allocated in the sorting queue to obtain a new storage location of the target object to be allocated in the sorting queue as follows: determining the retry times of carrying out seat allocation again on the target object to be allocated; determining a target priority of the target object to be distributed based on the retry times and a preset relation between the priority and the retry times, wherein the retry times and the priority are in negative correlation in the preset relation between the priority and the retry times; and adjusting the storage position of the target object to be distributed in the sequencing queue according to the target priority of the target object to be distributed and the preset priority corresponding to each object to be distributed in the sequencing queue to obtain a new storage position of the target object to be distributed in the sequencing queue.
Example 5 provides the method of any one of examples 1-4, the agent allocation exception handling policy further including a third agent allocation exception handling policy for deleting the target to-be-allocated object from the sorting queue, the method further including: after the seat allocation is carried out on the target object to be allocated again, determining the retry times of the seat allocation carried out on the target object to be allocated again; and executing the third seat allocation exception handling strategy on the target object to be allocated under the condition that the retry number is greater than the preset retry number.
Example 6 provides the method of any one of examples 1-4, according to one or more embodiments of the present disclosure, obtaining message data with the target object to be allocated; when the message data comprise abnormal message data, determining that the target object to be distributed has abnormality; the determining the abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to have the abnormality comprises the following steps: and determining the exception type corresponding to the target object to be distributed based on the exception message data.
Example 7 provides the method of any one of examples 1 to 4, wherein if the target object to be allocated is a subscriber terminal to be allocated, the sorting queue is a subscriber sorting queue for the subscriber terminal to be allocated, or if the target object to be allocated is a seat terminal to be allocated, the sorting queue is a seat sorting queue for the seat to be allocated.
Example 8 provides, in accordance with one or more embodiments of the present disclosure, an apparatus for seat assignment, the apparatus comprising: the system comprises a detection module, a sorting queue and a processing module, wherein the detection module is used for detecting whether an object to be allocated of a target at the head of the sorting queue is abnormal or not when the seat allocation is carried out on the object to be allocated, and the sorting queue is used for sequentially storing the objects to be allocated according to the sequence of preset priorities corresponding to the objects to be allocated; the determining module is used for determining the abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal; and the execution module is used for determining a target seat allocation strategy according to the exception type corresponding to the target object to be allocated and a preset relation between a seat allocation exception handling strategy and the exception type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation exception handling strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
Example 9 provides a computer-readable medium, on which is stored a computer program that, when executed by a processing device, implements the steps of the method of any of examples 1-7, in accordance with one or more embodiments of the present disclosure.
Example 10 provides, in accordance with one or more embodiments of the present disclosure, an electronic device comprising: a storage device having a computer program stored thereon; processing means for executing the computer program in the storage means to implement the steps of the method of any of examples 1 to 7.
The foregoing description is only exemplary of the preferred embodiments of the disclosure and is illustrative of the principles of the technology employed. It will be appreciated by those skilled in the art that the scope of the disclosure herein is not limited to the particular combination of features described above, but also encompasses other embodiments in which any combination of the features described above or their equivalents does not depart from the spirit of the disclosure. For example, the above features and (but not limited to) the features disclosed in this disclosure having similar functions are replaced with each other to form the technical solution.
Further, while operations are depicted in a particular order, this should not be understood as requiring that such operations be performed in the particular order shown or in sequential order. Under certain circumstances, multitasking and parallel processing may be advantageous. Likewise, while several specific implementation details are included in the above discussion, these should not be construed as limitations on the scope of the disclosure. Certain features that are described in the context of separate embodiments can also be implemented in combination in a single embodiment. Conversely, various features that are described in the context of a single embodiment can also be implemented in multiple embodiments separately or in any suitable subcombination.
Although the subject matter has been described in language specific to structural features and/or methodological acts, it is to be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or acts described above. Rather, the specific features and acts described above are disclosed as example forms of implementing the claims. With regard to the apparatus in the above-described embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.
Claims (10)
1. A method of seat assignment, the method comprising:
when seat allocation is carried out on a target object to be allocated at the head of a sequencing queue, whether the target object to be allocated is abnormal is detected, wherein the sequencing queue is used for sequentially storing the objects to be allocated according to the sequence of preset priorities corresponding to the objects to be allocated;
determining an abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal;
determining a target seat allocation strategy according to the abnormal type corresponding to the target object to be allocated and a preset relation between a seat allocation abnormal processing strategy and the abnormal type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation abnormal processing strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
2. The method according to claim 1, wherein the determining a target seat allocation policy according to the exception type corresponding to the target object to be allocated and the preset relationship between a seat allocation exception handling policy and the exception type includes:
and under the condition that the exception type corresponding to the target object to be allocated is a first exception type, determining a first seat allocation exception handling strategy as a target seat allocation exception handling strategy, wherein the first seat allocation exception handling strategy is used for carrying out seat allocation on the target object to be allocated again according to the storage position of the target object to be allocated in the sorting queue after a preset time length, and the first exception type is an exception caused by network or equipment jitter.
3. The method according to claim 1, wherein the determining a target seat allocation policy according to the exception type corresponding to the target object to be allocated and the preset relationship between a seat allocation exception handling policy and the exception type includes:
and under the condition that the exception type corresponding to the target object to be allocated is a second exception type or a third exception type, determining a second seat allocation exception handling strategy as a target seat allocation strategy, wherein the second seat allocation exception handling strategy is used for adjusting the storage position of the target object to be allocated in the sorting queue to obtain a new storage position of the target object to be allocated in the sorting queue, and performing seat allocation on the target object to be allocated again according to the new storage position of the target object to be allocated in the sorting queue, the second exception type is an exception caused by a hardware fault, and the third exception type is an exception which can not identify the exception type.
4. The method according to claim 3, wherein the second seat allocation exception handling policy is configured to adjust a storage location of the target object to be allocated in the sorting queue to obtain a new storage location of the target object to be allocated in the sorting queue as follows:
determining the retry times of carrying out seat allocation again on the target object to be allocated;
determining a target priority of the target object to be distributed based on the retry times and a preset relation between the priority and the retry times, wherein the retry times and the priority are in negative correlation in the preset relation between the priority and the retry times;
and adjusting the storage position of the target object to be distributed in the sequencing queue according to the target priority of the target object to be distributed and the preset priority corresponding to each object to be distributed in the sequencing queue to obtain a new storage position of the target object to be distributed in the sequencing queue.
5. The method according to any one of claims 1-4, wherein the agent allocation exception handling policy further comprises a third agent allocation exception handling policy for deleting the target to-be-allocated object from the sorting queue, the method further comprising:
after the seat allocation is carried out on the target object to be allocated again, determining the retry times of the seat allocation carried out on the target object to be allocated again;
and executing the third seat allocation exception handling strategy on the target object to be allocated under the condition that the retry number is greater than the preset retry number.
6. The method according to any one of claims 1 to 4, wherein the detecting whether the target object to be allocated has an abnormality comprises:
acquiring message data between the target object to be distributed and the target object to be distributed;
when the message data comprise abnormal message data, determining that the target object to be distributed has abnormality;
the determining the abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to have the abnormality comprises the following steps:
and determining the exception type corresponding to the target object to be distributed based on the exception message data.
7. The method according to any one of claims 1 to 4, wherein if the target object to be allocated is a user side to be allocated, the sorting queue is a user sorting queue for the user side to be allocated, or if the target object to be allocated is a seat side to be allocated, the sorting queue is a seat sorting queue for the seat to be allocated.
8. An apparatus for seat assignment, the apparatus comprising:
the system comprises a detection module, a sorting queue and a processing module, wherein the detection module is used for detecting whether an object to be allocated of a target at the head of the sorting queue is abnormal or not when the seat allocation is carried out on the object to be allocated, and the sorting queue is used for sequentially storing the objects to be allocated according to the sequence of preset priorities corresponding to the objects to be allocated;
the determining module is used for determining the abnormal type corresponding to the target object to be distributed under the condition that the target object to be distributed is detected to be abnormal;
and the execution module is used for determining a target seat allocation strategy according to the exception type corresponding to the target object to be allocated and a preset relation between a seat allocation exception handling strategy and the exception type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation exception handling strategy comprises a strategy for performing seat allocation again on the target object to be allocated.
9. A computer-readable medium, on which a computer program is stored, characterized in that the program, when being executed by processing means, carries out the steps of the method of any one of claims 1 to 7.
10. An electronic device, comprising:
a storage device having a computer program stored thereon;
processing means for executing the computer program in the storage means to carry out the steps of the method according to any one of claims 1 to 7.
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