CN114710593A - Outbound method, device, electronic equipment and storage medium - Google Patents
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- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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Abstract
The application discloses an outbound method, an outbound device, electronic equipment and a storage medium, and relates to the technical field of data communication. The method comprises the following steps: the method comprises the steps of obtaining service information corresponding to a plurality of outbound lists respectively, obtaining user information corresponding to a plurality of seats respectively, dividing each outbound list according to the service information corresponding to each outbound list and the user information corresponding to each seat respectively, obtaining the outbound list corresponding to each seat respectively, and carrying out outbound processing according to the outbound list corresponding to each seat respectively, so that the outbound list corresponding to each seat is determined according to the service information of the outbound list and the user information of the seat, the seat carries out outbound according to the corresponding outbound list, the seat is more matched with the outbound list, the seat can serve users better, and outbound can be carried out automatically according to the outbound list corresponding to the seat, thereby reducing the workload of the seat and improving the working efficiency of the seat.
Description
Technical Field
The present application relates to the field of data communication technologies, and in particular, to an outbound method, an outbound device, an electronic device, and a storage medium.
Background
With the rapid development of communication technology, the importance of outbound service is gradually shown, the outbound service is in planned and targeted contact with a target user under the principle of active service and database marketing, and good communication is established with the user through an automatic outbound system. At present, the manual dialing of the seat is needed for calling out, the dialing and the waiting of the user can occupy the working time of the seat, in addition, the situations of idle number, refused receiving of the user, no receiving of the user and the like exist in some calls, the seat needs to spend time calling the invalid dialing again, the operating time of the seat is wasted due to the above operation mode, the workload of the seat is increased, and the working efficiency of the seat is low.
Disclosure of Invention
In view of the foregoing problems, the present application provides an outbound method, an outbound device, an electronic device, and a storage medium, which are used to improve the working efficiency of an agent.
In a first aspect, an embodiment of the present application provides an outbound method, where the method includes: acquiring service information corresponding to a plurality of outbound lists respectively, and acquiring user information corresponding to a plurality of seats respectively; determining an outbound list corresponding to each seat according to service information corresponding to each outbound list and user information corresponding to each seat; and carrying out outbound processing according to the outbound list corresponding to each agent.
In a second aspect, an embodiment of the present application provides an outbound device, where the device includes: the information acquisition module is used for acquiring service information corresponding to a plurality of outbound lists and user information corresponding to a plurality of seats; the outbound list acquisition module is used for determining an outbound list corresponding to each seat according to the service information corresponding to each outbound list and the user information corresponding to each seat; and the outbound processing module is used for carrying out outbound processing according to the outbound list corresponding to each agent.
In a third aspect, an embodiment of the present application provides an electronic device, including a memory and a processor, the memory being coupled to the processor, the memory storing instructions, and the processor performing the above method when the instructions are executed by the processor.
In a fourth aspect, the present application provides a computer-readable storage medium, in which a program code is stored, and the program code can be called by a processor to execute the above method.
In a fifth aspect, the present application provides a computer program product comprising computer programs/instructions which, when executed by a processor, implement the steps of the above method.
In the embodiment of the application, the outbound list corresponding to the seat is determined again according to the user information corresponding to the seat and the service information corresponding to the preexisting outbound list, so that the determined outbound list is more matched with the seat, the seat can better serve users, in addition, outbound processing is automatically performed according to the outbound list corresponding to the seat, the workload of the seat can be reduced, and the working efficiency of the seat is improved.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings required to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the description below are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a schematic view illustrating a scenario of an outbound method according to an embodiment of the present application;
fig. 2 is a flowchart illustrating an outbound method according to an embodiment of the present application;
fig. 3 is a flow chart illustrating an outbound method according to an embodiment of the present application;
FIG. 4 is a schematic diagram illustrating a display interface of a outbound method according to an embodiment of the present application;
fig. 5 is a flowchart illustrating an outbound method according to an embodiment of the present application;
fig. 6 is a flow chart illustrating an outbound method according to an embodiment of the present application;
fig. 7 is a flowchart illustrating an outbound method according to an embodiment of the present application;
FIG. 8 is a flow chart illustrating step S510 of the outbound method illustrated in FIG. 7 of the present application
FIG. 9 is a timing diagram illustrating a outbound method provided by one embodiment of the present application;
FIG. 10 is a block diagram illustrating modules of an outbound device provided by an embodiment of the present application;
FIG. 11 shows a block diagram of an electronic device for performing an outbound method according to an embodiment of the present application;
fig. 12 illustrates a storage unit for storing or carrying program code for implementing an outbound method according to an embodiment of the present application.
Detailed Description
In order to make the technical solutions better understood by those skilled in the art, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application.
At present, most of systems of a network call center carry out outbound call in a mode of predicting outbound call, and the specific steps of predicting outbound call are as follows: according to the prediction outbound formula, the outbound list input to the operator is calculated, connection is established, a connection request is received to search for an idle effective seat, the outbound list is bridged, the seat is successfully connected with the user to communicate, the seat or any party of the user finishes conversation, and the telephone process is completely finished. The following problems are involved in the process of outbound processing by predicting outbound calls: after the outbound mode is predicted to establish a task, a skill group is configured to search for an agent, the condition of the agent under the skill group is not fixed, and the agent does not know the task established on the upper layer because the agent asks for leave or sends out to answer other services, so that the agent is not matched with the established task, and the waste of resources is generated; forecasting unstable handling control of outbound to time, arranging morning batch outbound lists after a task is started to dial a number, wherein the rest time of an agent cannot be handled under the condition that the quality of each batch of lists cannot be handled stably, and if the agent at noon has a rest completely, invalid user answering conditions can be caused, so that invalid cost and service quality are generated; the prediction of the outbound is to analyze the number of the outbound lists sent, the agent call receiving quantity, the idle agents and other indexes through an algorithm, and the number of the outbound lists dialed to an operator on the day cannot be controlled according to the state of the agents; after the outbound user is predicted to answer the call, if no idle seat exists, the user can wait all the time, and the user time is wasted.
In order to solve the above problems, the inventors have found through long-term research and provide an outbound method, an outbound device, a server and a storage medium provided in the embodiments of the present application, and divide an outbound list for an agent according to service information of the outbound list and user information of the agent, so that the determined outbound list is more matched with the agent, and the agent can better serve the user. The specific outbound method is described in detail in the following examples.
Referring to fig. 1, fig. 1 is a schematic view illustrating a scenario of an outbound method according to an embodiment of the present application. The application environment includes an electronic device 100, an agent device 110, and a user device 111, where the electronic device 100 may be connected to the agent device 110 to implement data interaction between the electronic device 100 and the agent device 110, where the data interaction may include user information corresponding to each of a plurality of agents and an outbound list corresponding to each of the plurality of agents, which is not limited herein. The electronic device 100 and the seat device 110 may be connected through WIFI, ZigBee, 2G/3G/4G/5G, which is not limited herein. The electronic device 100 may issue an outbound list corresponding to each of the plurality of agents to the corresponding agent device, for example, issue an outbound list of the agent device 110 to the agent device 110. The agent device 110 may be connected to the user device 111, so that the agent device 110 may have a function of talking with the user device 111.
The electronic device 100 may be connected to a plurality of agent devices 110, the number of the agent devices 110 may be one or a plurality of, the agent device 110 may be connected to a plurality of user devices 111, and the number of the user devices 111 may be one or a plurality of, which is not limited herein.
Referring to fig. 2, fig. 2 is a flowchart illustrating an outbound method according to an embodiment of the present application. In a specific embodiment, the outbound method is applied to the outbound device 200 shown in fig. 10 and the electronic device 100 (fig. 11) equipped with the outbound device 200. The following will describe a specific flow of the present embodiment by taking an electronic device as an example. As will be explained in detail with respect to the flow shown in fig. 2, the outbound method may specifically include the following steps:
step S101: and acquiring service information corresponding to the plurality of outbound lists and user information corresponding to the plurality of seats.
The service information may include a user owing date corresponding to the outbound list, a user owing time corresponding to the outbound list, a user owing amount corresponding to the outbound list, a user product use condition corresponding to the outbound list, a payment overdue number of the user corresponding to the outbound list, a user expected payment time corresponding to the outbound list, a user consumption amount corresponding to the outbound list, and the like, and is not limited herein.
The user information may include information such as a level corresponding to an agent, a gender corresponding to the agent, a professional skill corresponding to the agent, a working duration corresponding to the agent, and service information corresponding to an outbound list processed by the agent, which is not limited herein.
In some embodiments, the service information corresponding to each of the plurality of outbound lists may be directly obtained. As a mode, service information filled in an outbound list included in the plurality of outbound lists may be acquired as service information corresponding to each of the plurality of outbound lists. As another mode, the call contents of a plurality of outbound lists and a plurality of agents may be obtained, and the call contents are extracted through a speech recognition algorithm to obtain service information corresponding to each of the plurality of outbound lists.
Step S102: and determining the outbound list corresponding to each seat according to the service information corresponding to each outbound list and the user information corresponding to each seat.
In this embodiment, according to the service information corresponding to each outbound list and the user information corresponding to each agent, the outbound list in which the service information corresponding to each outbound list is matched with the user information corresponding to each agent may be allocated to the matched agent, so as to obtain the outbound list corresponding to each agent.
In some embodiments, the electronic device may preset user information, and may divide each agent into different levels according to the user information corresponding to each agent and the preset user information, to obtain an outbound list corresponding to a plurality of agents, where the user information includes service information. For example, the preset user information is arrearage time, the seats are divided into M1 seats and M2 seats according to the arrearage time, the user information corresponding to the M1 seat comprises arrearage time of 1 month, the user information corresponding to the M2 seat comprises arrearage time of 2 months, the service information of the outbound number 1 comprises arrearage time of 1 month and the outbound number address of 1, the service information of the outbound number 2 comprises arrearage time of 1 month and the outbound number address of 2, the service information of the outbound number 3 comprises arrearage time of 2 months and the outbound number address of 1, the outbound list corresponding to the M1 seat comprises the outbound number 1 and the outbound number 2, and the outbound list corresponding to the M2 seat comprises the outbound number 3.
Step S103: and carrying out outbound processing according to the outbound list corresponding to each agent.
In this embodiment, the multithreading parallel outbound processing may be performed according to the outbound list corresponding to each agent, so that resources may be saved. For example, the outbound list corresponding to the agent 1 includes an outbound number 1, an outbound number 2, and an outbound number 3, the outbound list corresponding to the agent 2 includes an outbound number 4, an outbound number 5, and an outbound number 6, and outbound processing is performed on the outbound number 1 and the outbound number 4.
In some embodiments, the working time information corresponding to each agent may be acquired, and the outbound processing may be performed based on the working time information corresponding to each agent and the outbound list corresponding to each agent. As one mode, the electronic device may obtain a next state corresponding to each agent, establish an outbound task corresponding to each agent according to the working time information corresponding to each agent, the next state corresponding to each agent, and an outbound list corresponding to each agent, and perform outbound processing according to the outbound task corresponding to each agent.
For example, the working time corresponding to the agent 1 is 9 to 11 points, the outbound list corresponding to the agent 1 is the outbound number 1, the outbound number 2 and the outbound name number 3, the working time corresponding to the agent 2 is 9 to 11 points, and the outbound list corresponding to the agent 2 is the outbound number 4, the outbound number 5 and the outbound number 6. When the next state of the agent 1 is idle within 9-11 points, establishing an outbound task of the agent 1 as outbound calling for an outbound number 1 and an outbound number 2; when the next state of the seat 2 is busy within 9-11 points, establishing an outbound task of the seat 2 as an outbound call of an outbound call number 4; when not within 9-11 hours, the outbound task of agent 1 and the outbound task of agent 2 are not established.
In some embodiments, the outbound task corresponding to each agent can be established according to the outbound list corresponding to each agent, then outbound is performed according to the outbound task corresponding to each agent, the call state of the outbound is monitored, if the call state of the outbound is the connection state, the current working state of the agent is acquired, and the outbound task with the call state being the connection state is distributed according to the current working state of the agent.
In the embodiment of the application, the outbound list corresponding to the agent is re-determined according to the user information corresponding to the agent and the service information corresponding to the pre-existing outbound list, so that the determined outbound list is more matched with the agent, the agent can better serve the user, in addition, the outbound treatment is automatically performed according to the outbound list corresponding to the agent, the workload of the agent can be reduced, and the working efficiency of the agent is improved.
Referring to fig. 3, fig. 3 is a flow chart illustrating an outbound method according to an embodiment of the present application. As will be explained in detail with respect to the flow shown in fig. 3, the outbound method may specifically include the following steps:
step S201: and acquiring service information corresponding to the plurality of outbound lists and user information corresponding to the plurality of seats.
Step S202: and determining the outbound list corresponding to each seat according to the service information corresponding to each outbound list and the user information corresponding to each seat.
For detailed description of steps S201 to S202, please refer to steps S101 to S102, which are not described herein again.
Step S203: and acquiring the working time information corresponding to each seat.
As a mode, the agent may preset its own working time information, and then may acquire the preset working time information corresponding to each agent. For example, the seat 1 presets its working time to be 8 points to 17 points, the seat 2 presets its working time to be 8 points, 10 minutes to 17 points and 20 minutes, the working time information corresponding to the seat 1 is obtained to be 8 points to 17 points, and the working time information corresponding to the seat 2 is obtained to be 8 points, 10 minutes to 17 points and 20 minutes.
As another mode, the electronic device may be connected to an agent device, the agent device includes a display screen, and a call-out control and a call-out stop control may be displayed in the display screen, for example, when the call-out control is controlled, the call-out control indicates that the agent starts to work, and obtains a start-up time of the agent, when the call-out stop control is controlled, the call-out control indicates that the agent stops working, and obtains a stop-up time of the agent, and obtains a working time information of the agent according to the start-up time of the agent and the stop-up time of the agent, where the mode of controlling the control may include touch, click, and voice control, and other control modes, and is not limited herein. For example, referring to fig. 4, fig. 4 shows a display screen display interface schematic diagram of a call-out method provided in an embodiment of the present application, a display screen included in an agent device 110 may display a "call-out" control 111 and a "call-out stop" control 112, when the "call-out" control is pressed at 7 o 'clock 30 minutes, the start operating time of the agent is obtained as 7 o' clock 30 minutes, when the "call-out stop" control is pressed at 19 o 'clock 25 minutes, the stop operating time of the agent is obtained as 19 o' clock 30 minutes, and the operating time information of the agent is 12 hours from 7 o 'clock 30 minutes to 19 o' clock 30 minutes.
Step S204: and carrying out outbound processing based on the working time information corresponding to each agent and the outbound list corresponding to each agent.
In this embodiment, the electronic device may perform outbound processing on the outbound list corresponding to each agent according to the working time information corresponding to each agent. For example, assume that the working time of the agent 1 is 9 to 11 hours, the working time of the agent 2 is 9 to 10 hours, the outbound list corresponding to the agent 1 is the outbound number 1, the outbound number 2, the outbound number 3 and the outbound number 4, and the outbound list corresponding to the agent 2 is the outbound number 5, the outbound number 6, the outbound number 7 and the outbound number 8. Then, when the current time is 10: 59 minutes and the seat 1 is carrying out outbound processing on the outbound number 3, because the current time is about to reach the non-working time of the seat 1, the outbound number 4 can not be called in advance so as to adapt to the working time of the user; when the current time is 9: 59 minutes, the seat 1 is carrying out outbound treatment on the outbound number 3, and the seat 2 is carrying out outbound treatment on the outbound number 7, the outbound number 4 can be outbound in advance because the current time is still at the working time of the seat 1, and the outbound number 8 can not be outbound in advance because the current time is about to reach the non-working time of the seat 2, so as to adapt to the working time of the user.
When the seat 1 is processing the outbound number 2, if the seat 1 presses the "stop outbound" control, the outbound number 3 will not be called in advance.
In some embodiments, a plurality of outbound processing times corresponding to each agent may be obtained, an average outbound processing time corresponding to each agent may be obtained according to the outbound processing time corresponding to each agent, and an outbound list corresponding to each agent may be subjected to outbound processing according to the working time information corresponding to each agent and the average outbound processing time corresponding to each agent. For example, suppose that the working time of the agent 1 is 9 to 10 and 30 minutes for 90 minutes, the outbound list corresponding to the agent 1 is outbound numbers 1 to 20, and the processing time of a plurality of outbound calls of the agent 1 is 10 minutes, 8 minutes, 10 minutes and 8 minutes respectively; the working time of the agent 2 is 80 minutes from 9 to 10 and 20 minutes, the outbound list corresponding to the agent 2 is the outbound number 20-40, and the processing time of a plurality of outbound of the agent 2 is 8 minutes, 7 minutes, 9 minutes and 8 minutes respectively. Then, calculating a plurality of outbound processing times of the agent 1 to obtain the average outbound processing time of the agent 1 as 9 minutes, wherein 10 outbound numbers can be processed by the agent 1 within 90 minutes of working time, and outbound numbers 1-10 can be processed by the agent 1 within 9-10 points and 30 minutes; the average outbound processing time of the agent 2 is 8 minutes by calculating the multiple outbound processing times of the agent 2, 10 outbound numbers can be processed by the agent 2 within 80 minutes of working time, and the outbound numbers 20-30 are processed by the agent 2 within 9-10-20 minutes.
Compared with the outbound method shown in fig. 2, the outbound method provided in an embodiment of the present application can obtain the working time information corresponding to each agent, and performs outbound processing on the outbound list according to the working time information corresponding to each agent and the outbound lists corresponding to multiple agents, so that the outbound list is determined according to the service information of the outbound list and the user information of the agents, and the agents perform outbound according to the outbound lists corresponding to the agents, thereby avoiding a situation that the user answers but the agents cannot answer, and generating invalid score cost and invalid service quality.
Referring to fig. 5, fig. 5 is a flow chart illustrating an outbound method according to an embodiment of the present application. As will be explained in detail with respect to the flow shown in fig. 5, the outbound method may specifically include the following steps:
step S301: and acquiring service information corresponding to the plurality of outbound lists and user information corresponding to the plurality of seats.
Step S302: and determining the outbound list corresponding to each seat according to the service information corresponding to each outbound list and the user information corresponding to each seat.
For the detailed description of steps S310 to S320, please refer to steps S110 to S120, which are not described herein again.
Step S303: and acquiring the working time information corresponding to each seat.
For details of step S330, please refer to step S230, which is not described herein.
Step S304: and establishing an outbound task corresponding to each agent based on the working time information corresponding to each agent and the outbound list corresponding to each agent.
In this embodiment, an outbound task corresponding to each agent may be established for an outbound list corresponding to each agent according to the working time information corresponding to each agent. For example, assume that the working time of the agent 1 is 9 to 11 points, the outbound list corresponding to the agent 1 is the outbound number 1 to 20, the working time of the agent 2 is 9 to 12 points, and the outbound list corresponding to the agent 2 is the outbound number 20 to 40. The outbound task of the seat 1 established in 9-11 points according to the working time of the seat 1 and the outbound list corresponding to the seat 1 is the outbound treatment of the outbound numbers 1-10, and the outbound task of the seat 2 established in 9-12 points according to the working time of the seat 2 and the outbound list corresponding to the seat 2 is the outbound treatment of the outbound numbers 20-30.
In some embodiments, the next state corresponding to each agent may be obtained, the outbound task corresponding to each agent is established according to the working time information corresponding to each agent, the next state corresponding to each agent, and the outbound list corresponding to each agent, and the outbound processing is performed according to the outbound task corresponding to each agent.
Step S305: and carrying out outbound processing based on the outbound task corresponding to each agent.
In this embodiment, the outbound processing may be performed according to the outbound task corresponding to each agent, for example, if the outbound task corresponding to agent 1 is to perform outbound processing on outbound number 1, then agent 1 performs outbound processing on outbound number 1; the corresponding outbound task of the seat 2 is to outbound the outbound number 2 and the outbound number 3, and then the seat 2 outbound the outbound number 2 and the outbound number 3.
In some embodiments, the current state of each agent may be obtained, and the outbound processing may be performed according to the outbound task corresponding to each agent according to the current state corresponding to each agent.
Compared with the outbound method shown in fig. 2, the outbound method provided in an embodiment of the present application may establish the outbound task corresponding to each agent according to the working time information corresponding to each agent and the outbound list corresponding to each agent, and perform outbound processing according to the outbound task corresponding to each agent, so as to divide the outbound list according to the service information of the outbound list and the user information of the agent, implement that the agents perform outbound according to the outbound lists corresponding to each agent, and may establish the outbound task of the agent according to the working time of the agent, and control the outbound volume of the outbound list.
Referring to fig. 6, fig. 6 is a flow chart illustrating an outbound method according to an embodiment of the present application. In this embodiment, the plurality of agents include a target agent, and the target agent corresponds to a target outbound list. As will be explained in detail with respect to the flow shown in fig. 6, the outbound method may specifically include the following steps:
step S401: and acquiring service information corresponding to the plurality of outbound lists and user information corresponding to the plurality of seats.
Step S402: and determining the outbound list corresponding to each seat according to the service information corresponding to each outbound list and the user information corresponding to each seat.
For detailed description of steps S401 to S402, refer to steps S101 to S102, which are not described herein again.
Step S403: and acquiring the working time information corresponding to each seat.
For detailed description of step S403, please refer to step S203, which is not described herein again.
Step S404: and establishing an outbound task corresponding to each agent based on the working time information corresponding to each agent and the outbound list corresponding to each agent.
For detailed description of step S404, please refer to step S304, which is not described herein again.
Step S405: and carrying out outbound according to the outbound task corresponding to the seat, and monitoring the conversation state of the outbound.
In this embodiment, the outbound call may be performed according to the outbound task corresponding to the agent, and the call state of the outbound call is monitored, for example, if the outbound task corresponding to the agent is to perform outbound call to the outbound number 1, the outbound number 2, and the outbound number 3, when the outbound task is to perform outbound call to the outbound number 2, the agent may perform outbound call to the outbound number 2, and monitor the call state of the outbound number 2. The call state of the outbound number may include connection and hangup, which is not limited herein.
Step S406: and if the call state is the connection state, acquiring the current working state of the seat.
In this embodiment, if the call state of the outbound task corresponding to the agent for outbound is the connection state, the current working state of the agent is acquired, and the outbound is processed according to the current working state of the agent. The current working state of the agent may include idle and busy, which is not limited herein.
In some embodiments, if the call state of the outbound task corresponding to the agent for outbound is the connected state, only the agent corresponding to the outbound with the call state being the connected state is searched, the current working state of the agent is obtained, and the outbound is processed according to the current working state of the agent. For example, assume that the outbound task for agent 1 is to outbound number 1 and outbound number 2, and the outbound task for agent 2 is to outbound number 3 and outbound number 4. If the calling state of calling the calling number 1 is a connection state, only the seat 1 is searched, the current working state of the seat 1 is obtained, and the calling number 1 is distributed according to the current working state of the seat 1; if the calling state of calling the calling number 3 is a connection state, only the seat 2 is searched, the current working state of the seat 2 is obtained, and the calling number 3 is distributed according to the current working state of the seat 2.
In some embodiments, if the call state is a hang-up state, recording a call-out object of which the call state is the hang-up state in a call-out list corresponding to the agent, establishing a call-out task of the call-out object of which the call state is the hang-up state according to the recorded call-out object of which the call state is the hang-up state until the call-out task corresponding to the agent is executed, and performing a call-out according to the call-out task of the call-out object of which the call state is the hang-up state. That is, if the call state of the outbound task corresponding to the agent for outbound is the hangup state, the outbound object corresponding to the outbound task may be moved to the rearmost of the outbound list corresponding to the agent as a record, after the outbound task corresponding to the agent is completed, the outbound task of the outbound object whose call state is the hangup state is established, and then the outbound is performed according to the outbound task of the outbound object whose call state is the hangup state.
In some embodiments, the outbound task of establishing the outbound object with the call state being the hangup state may include: acquiring the target hangup times corresponding to the outbound object with the call state being the hangup state, and establishing the outbound task of the outbound object with the call state being the hangup state based on the target hangup times, wherein the target hangup times are negatively related to the outbound waiting time corresponding to the outbound task. That is, the more the number of times a target corresponding to a certain outbound object is hung up, the shorter the waiting time corresponding to the outbound object when the outbound object is called up, and the less the number of times a target corresponding to a certain outbound object is hung up, the longer the waiting time corresponding to the outbound object when the outbound object is called up.
By one approach, the target hang-up number may include: the hang-up times, the total hang-up times, etc. in the preset time period are not limited herein.
In some embodiments, after obtaining the number of times of hanging up the target corresponding to the outbound object whose call state is the hanging up state, the method further includes: and scoring the user corresponding to the outbound object with the call state being in the hang-up state according to the target hang-up times corresponding to the outbound object with the call state being in the hang-up state, wherein the target hang-up times are negatively related to the score of the user corresponding to the outbound object. That is, if the number of times of hanging up the target corresponding to a certain outbound object is more, the score of the user corresponding to the outbound object can be reduced; if the number of times of hanging up the target corresponding to a certain outbound object is less, the score of the user corresponding to the outbound object can be improved. For example, if the score of the user is increased, the amount of money consumed by the user may be increased, and if the score of the user is decreased, the amount of money consumed by the user may be decreased, for example, if the score of the user is increased, the number of overdue days of the user may be limited, and if the score of the user is decreased, the number of overdue days of the user may be decreased, and the like, which is not limited herein.
Step S407: and distributing the outbound task of which the call state is the connection state based on the current working state of the seat.
In this embodiment, the outbound task with the call state being the connected state may be allocated according to the current working state of the agent, and the outbound task with the call state being the connected state may be allocated differently according to different current working states of the agent.
In some embodiments, when the current working state of the agent indicates that the agent is idle, the outbound task with the call state being the connected state is allocated to the agent; when the current working state of the seat indicates that the seat is busy, the outbound task with the call state being the connection state is distributed to Interactive Voice Response (IVR).
Compared with the outbound method shown in fig. 1, the outbound method provided in this application may monitor the outbound call state, and if the outbound call state of the outbound task corresponding to the agent is the connected state, only the agent corresponding to the outbound with the connected state is searched, so that mutual interference between the agent and the agent may be reduced, and the current working state of the agent is obtained.
Referring to fig. 7, fig. 7 is a flowchart illustrating an outbound method according to an embodiment of the present application. As will be explained in detail with respect to the flow shown in fig. 7, the outbound method may specifically include the following steps:
step S501: and acquiring service information corresponding to the plurality of outbound lists and user information corresponding to the plurality of seats.
Step S502: and determining the outbound list corresponding to each seat according to the service information corresponding to each outbound list and the user information corresponding to each seat.
For detailed description of steps S501 to step 502, please refer to steps S101 to S102, which are not described herein again.
Step S503: and acquiring the working time information corresponding to each seat.
For detailed description of step S503, please refer to step S203, which is not described herein again.
Step S504: and establishing an outbound task corresponding to each agent based on the working time information corresponding to each agent and the outbound list corresponding to each agent.
For the detailed description of step S504, please refer to step S304, which is not described herein again.
Step S505: and carrying out outbound according to the outbound task corresponding to the seat, and monitoring the conversation state of the outbound.
Step S506: and if the call state is a connection state, acquiring the current working state of the seat.
For the detailed description of steps S505 to S506, please refer to steps S405 to S406, which are not described herein again.
Step S507: and when the current working state of the seat represents that the seat is idle, allocating the outbound task with the call state being a connection state to the seat.
In this embodiment, when the current working state of the agent indicates that the agent is idle, the outbound task whose call state is the connected state is allocated to the agent.
Step S508: and acquiring the conversation content between the seat and the user corresponding to the outbound task with the conversation state being a connection state.
In this embodiment, the call content between the agent and the user corresponding to the outbound task whose call state is the connected state may be acquired.
In some embodiments, when the agent is connected to the user corresponding to the outbound task with the call state being connected, the method may start to acquire the call content between the agent and the user corresponding to the outbound task with the call state being connected. As another mode, when the agent control electronic device acquires the call content, the agent control electronic device starts to acquire the call content between the agent and the user corresponding to the outbound task with the call state being the connected state.
In some embodiments, after the content of the call between the agent and the user corresponding to the outbound task with the call state being the connected state, the method may include: according to the conversation content between the seat and the user corresponding to the outbound task with the connected state, the language information of the seat and the language information of the user corresponding to the outbound task with the connected state are obtained, and when the language information of the seat is not matched with the language information of the user corresponding to the outbound task with the connected state, the seat in conversation with the user is replaced by the seat matched with the language information of the user.
As an implementable manner, the electronic device may perform voice recognition on a call content between the agent and the user corresponding to the outbound task whose call state is the connected state, acquire language information of the agent and language information of the user corresponding to the outbound task whose call state is the connected state, and when the language information of the agent does not match the language information of the user corresponding to the outbound task whose call state is the connected state, may replace the agent that has been in call with the user with an agent that matches the language information of the user. The language information may include languages such as english, korean, japanese, italian, and local dialect, which is not limited herein.
In some embodiments, replacing an agent that is talking to the user with an agent that matches the user's verbal information may include: and outputting inquiry information for inquiring whether the user needs to replace the seat, and replacing the seat communicated with the user with a seat matched with the language information of the user when receiving confirmation information input based on the inquiry information. For example, the language information of the seat 1 is language 1, the language information of the seat 2 is language 2, the language information of the user who the seat 1 is connected is language 2, when the language information of the user who the seat 1 is connected is not matched with the language information of the user who the seat 1 is connected, whether the user needs to replace the seat is inquired, and after the user answers that the user needs to replace the seat, the user is replaced to the seat 2 which is matched with the language information of the user.
Step S509: updating the level corresponding to the seat based on the call content; or updating the service information corresponding to the user based on the call content.
In some embodiments, the electronic device may preset and store a speech recognition algorithm, process call contents through the speech recognition algorithm, convert call speech into characters, and update a level corresponding to an agent or update service information corresponding to a user according to the call contents.
In some embodiments, the level corresponding to the seat and the service information corresponding to the user may be updated at the same time. Or after the service information corresponding to the user is updated, the grade corresponding to the seat is updated. And after the grade corresponding to the seat is updated, the service information corresponding to the user is updated.
In some embodiments, the electronic device may obtain the preset call content, and as a mode, the preset call content may be obtained when the seat starts to work. As another mode, when the outbound list is connected to the target agent, the preset call content may be acquired.
In some embodiments, the level corresponding to the agent may be updated according to the matching degree between the call content and the preset call content, for example, the level corresponding to the agent is level 2, and when the matching degree between the call content and the preset call content is 95%, the level corresponding to the agent is raised to level 1; and when the matching degree of the call content and the preset call content is 15%, reducing the level corresponding to the seat to be level 3.
In some embodiments, the matching degree of the multi-call content of the agent and the preset call content may also be obtained, the average matching degree of the call content of the agent is obtained, and the level corresponding to the agent is updated according to the average matching degree of the call content, for example, the level corresponding to the agent is level 3, the matching degrees of the 5-call content of the agent and the preset call content are 85%, 70%, 75%, 85% and 80%, respectively, and the average matching degree of the call content of the agent is 79%, so that the level of the agent is increased to level 2.
Step S510: and when the current working state of the seat represents that the seat is busy, distributing the outbound task with the call state being a connection state to an Interactive Voice Response (IVR).
In this embodiment, when the current working state of the agent indicates that the agent is busy, the outbound task with the call state being the connection state is allocated to the interactive voice response IVR. It should be noted that, Interactive Voice Response (IVR) can improve the quality of the outgoing call service and save the cost, and the IVR is a powerful automatic telephone service system. The IVR can enter the service center through the telephone, can listen to the mobile phone entertainment products according to the operation prompt, and can play related information according to the content input by the user corresponding to the target outbound list. The IVR service may include color ring, on-line song requesting, voice information service, voice game, multi-party conference, background music conversation, chat and friend making, and the like, which is not limited herein.
In some embodiments, after the outbound task with the call state being the connected state is allocated to the interactive voice response IVR, the user corresponding to the outbound task with the call state being the connected state performs corresponding key pressing operation according to the IVR voice prompt, and the electronic device may receive key pressing information fed back by the user through the IVR, as a way, may update service information corresponding to the user according to the key pressing information fed back by the user. As another mode, the seat corresponding to the user can be replaced according to the key information fed back by the user.
Referring to fig. 8, fig. 8 is a flowchart illustrating step S510 of the outbound method illustrated in fig. 7 of the present application. As will be described in detail with respect to the flow shown in fig. 8, the method may specifically include the following steps:
step S5101: and acquiring the level corresponding to the seat as a target level.
In this embodiment, the level corresponding to the agent may be obtained as the target level.
In some embodiments, the level corresponding to the seat may be divided according to the user information corresponding to the seat. For example, the user information includes debt dates which can be classified according to the debt dates, the debt date with the seat level of 1 is 1 month, the debt date with the seat level of 2 is 2 months, the debt date with the seat level of 3 is 3 months, the user information corresponding to the seat is 2 months, and the level corresponding to the target seat is 2; the user information comprises a consumption amount and can be divided according to the consumption amount, the consumption amount with the seat level of 1 is more than 1 ten thousand yuan, the consumption amount with the seat level of 2 is more than 10 ten thousand yuan, the consumption amount with the seat level of 3 is more than 15 ten thousand yuan, the user information corresponding to the seat is the consumption amount of 20 ten thousand yuan, and the level corresponding to the seat is level 3.
In some embodiments, the classes corresponding to the agents may also be divided according to the service scores of the agents. For example, if the seat service score is 6-7 is level 4, the seat service score is 7-8 is level 3, the seat service score is 8-9 is level 2, the seat service score is 9-10 is level 1, and the seat service score is 8.9, then the seat is level 2.
Step S5102: and acquiring a target IVR corresponding to the target level.
In this embodiment, the target IVRs corresponding to the target levels may be obtained according to the target levels corresponding to the agents, where the broadcast speech techniques of the target IVRs are different according to the different target levels. For example, if the target level is level 1, the target IVR1 corresponding to level 1 is acquired, and the target IVR1 broadcasts an announcement 1; if the target level is level 2, the target IVR2 corresponding to level 1 is acquired, and the target IVR2 broadcasts talks 2.
Step S5103: and distributing the outbound task to the target IVR.
In this embodiment, the target level of the seat and the target IVR corresponding to the target level may be determined according to the seat corresponding to the outbound task of which the call state is the connection state, the outbound task of which the call state is the connection state may be allocated to the target IVR, and a dialog corresponding to the target IVR may be broadcasted to the user corresponding to the outbound task.
In some embodiments, after the outbound task with the call state being the connected state is allocated to the target IVR, in the process of performing the target IVR, if the state of the seat corresponding to the outbound task with the call state being the connected state is detected to be idle, the outbound task with the call state being the connected state is allocated to the seat.
Compared with the outbound method shown in fig. 1, the outbound method provided in an embodiment of the present application may allocate the connected outbound according to the current state of the agent, allocate the outbound task with the call state being the connected state to the agent when the agent is idle, and allocate the outbound task with the call state being the connected state to the interactive voice response IVR when the agent is busy. The class of the seat and the service information of the user can be updated according to the conversation content of the seat and the communicated outbound task, the time for filling the service information of the user can be saved, and the better service of the user is promoted, so that the seat can be outbound according to the corresponding outbound list, the effective working time of the seat can be increased, and the waste of the working time of the seat is avoided.
Referring to fig. 9, fig. 9 is a timing diagram illustrating a method for calling out according to an embodiment of the present application. The outbound list is obtained by dividing according to the service information of the user and the user information of the seats, the outbound list corresponding to each seat is issued to the corresponding seat, when the outbound task is connected, the seat corresponding to the outbound task is searched, namely, the process of searching the seat is only searched in parallel and in a multithread mode under the seat corresponding to the outbound list, and the seat corresponding to the outbound list enters the IVR corresponding to the seat without searching results, so that the user can be professionally and better served.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described apparatuses and modules may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
Referring to fig. 10, fig. 10 is a block diagram illustrating an outbound device according to an embodiment of the present application. The outbound device 200 is applied to the above-mentioned electronic equipment, and will be explained with reference to the block diagram shown in fig. 11, where the outbound device 200 includes: an information obtaining module 210, an outbound list obtaining module 220, and an outbound processing module 230, wherein:
the information obtaining module 210 is configured to obtain service information corresponding to each of the plurality of outbound lists, and obtain user information corresponding to each of the plurality of agents.
And the outbound list acquiring module 220 is configured to determine an outbound list corresponding to each agent according to the service information corresponding to each outbound list and the user information corresponding to each agent.
And the outbound processing module 230 is configured to perform outbound processing according to the outbound list corresponding to each agent.
Further, the outbound processing module 230 includes: the working time acquisition submodule and the first outbound processing submodule, wherein:
and the working time acquisition submodule is used for acquiring the working time information corresponding to each seat.
And the first outbound processing submodule is used for carrying out outbound processing on the basis of the working time information corresponding to each seat and the outbound list corresponding to each seat.
Further, the outbound processing module 230 further includes: an outbound task establishing submodule and a second outbound processing submodule, wherein:
and the outbound task establishing submodule is used for establishing an outbound task corresponding to each agent based on the working time information corresponding to each agent and the outbound list corresponding to each agent.
And the second outbound processing submodule is used for carrying out outbound processing on the basis of the outbound task corresponding to each agent.
Further, the second outbound processing sub-module includes: the call-out state monitoring unit, the current working state acquisition unit of the agent and the answering task allocation unit, wherein:
and the outbound state monitoring unit is used for carrying out outbound according to the outbound task corresponding to the seat and monitoring the call state of the outbound.
And the current working state acquisition unit of the seat is used for acquiring the current working state of the seat if the call state is the connection state.
And the answering task allocation unit is used for allocating the outbound task with the call state being the connection state based on the current working state of the seat.
Further, the second outbound processing sub-module further includes: target seat switch-on means and IVR switch-on means, wherein:
and the target seat connection unit is used for distributing the outbound task with the communication state being the connection state to the seat when the current working state of the seat represents that the seat is idle.
And the IVR connection unit is used for distributing the outbound task with the call state being the connection state to the interactive voice response IVR when the current working state of the seat represents that the seat is busy.
Further, the IVR turning-on unit includes: target level obtains subunit, IVR and obtains subunit and IVR talk report subunit, wherein:
and the target grade acquiring subunit is used for acquiring the grade corresponding to the seat as a target grade.
And the IVR acquisition subunit is used for acquiring the target IVR corresponding to the target level.
And the IVR call broadcasting subunit is used for distributing the outbound task to the target IVR.
Further, the second outbound processing sub-module further includes: a call content acquiring subunit and an updating subunit, wherein:
and the call content acquisition subunit is used for acquiring the call content between the seat and the user corresponding to the outbound task with the call state being the connected state.
The updating subunit is used for updating the level corresponding to the seat based on the conversation content; or updating the service information corresponding to the user based on the call content.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described apparatuses and modules may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the several embodiments provided in the present application, the coupling between the modules may be electrical, mechanical or other type of coupling.
In addition, functional modules in the embodiments of the present application may be integrated into one processing module, or each of the modules may exist alone physically, or two or more modules are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode.
Referring to fig. 11, a block diagram of an electronic device 100 according to an embodiment of the present disclosure is shown. The electronic device 100 may be a smart phone, a tablet computer, an electronic book, or other electronic devices capable of running an application. The electronic device 100 in the present application may include one or more of the following components: a processor 110, a memory 120, a touch screen 130, and one or more applications, wherein the one or more applications may be stored in the memory 120 and configured to be executed by the one or more processors 110, the one or more programs configured to perform the methods as described in the aforementioned method embodiments.
The Memory 120 may include a Random Access Memory (RAM) or a Read-Only Memory (Read-Only Memory). The memory 120 may be used to store instructions, programs, code sets, or instruction sets. The memory 120 may include a stored program area and a stored data area, wherein the stored program area may store instructions for implementing an operating system, instructions for implementing at least one function (such as a touch function, a sound playing function, an image playing function, etc.), instructions for implementing various method embodiments described below, and the like. The storage data area may also store data created by the terminal 100 in use, such as a phonebook, audio-video data, chat log data, and the like.
The touch screen 130 is used for displaying information input by a user, information provided to the user, and various graphical user interfaces of the electronic device 100, and the graphical user interfaces may be formed by graphics, text, icons, numbers, videos, and any combination thereof, and in one example, the touch screen 130 may be a Liquid Crystal Display (LCD) or an Organic Light-Emitting Diode (OLED), which is not limited herein.
Referring to fig. 12, a block diagram of a computer-readable storage medium according to an embodiment of the present application is shown. The computer-readable medium 300 has stored therein a program code that can be called by a processor to execute the method described in the above-described method embodiments.
The computer-readable storage medium 300 may be an electronic memory such as a flash memory, an EEPROM (electrically erasable programmable read only memory), an EPROM, a hard disk, or a ROM. Alternatively, the computer-readable storage medium 300 includes a non-volatile computer-readable medium. The computer readable storage medium 300 has storage space for program code 310 for performing any of the method steps of the method described above. The program code can be read from or written to one or more computer program products. The program code 310 may be compressed, for example, in a suitable form.
A computer program product comprising computer programs/instructions which, when executed by a processor, implement the steps of the above-described method.
To sum up, the outbound method, the apparatus, the electronic device, and the storage medium provided in the embodiments of the present application acquire service information corresponding to a plurality of outbound lists, acquire user information corresponding to a plurality of agents, divide each outbound list according to the service information corresponding to each outbound list and the user information corresponding to each agent, acquire an outbound list corresponding to each agent, perform outbound processing according to the outbound list corresponding to each agent, thereby determining an outbound list corresponding to each agent according to the service information of the outbound list and the user information of the agent, implement that an agent performs outbound according to a corresponding outbound list, the agent is more matched with the outbound list, so that the agent serves better users, and can perform outbound automatically according to the outbound list corresponding to the agent, thereby reducing workload of the agent, the working efficiency of the seat is improved.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present application, and not to limit the same; although the present application has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not depart from the spirit and scope of the corresponding technical solutions in the embodiments of the present application.
Claims (10)
1. A method for outbound calling, the method comprising:
acquiring service information corresponding to a plurality of outbound lists respectively, and acquiring user information corresponding to a plurality of seats respectively;
determining an outbound list corresponding to each seat according to service information corresponding to each outbound list and user information corresponding to each seat;
and carrying out outbound processing according to the outbound list corresponding to each agent.
2. The method of claim 1, wherein the performing outbound processing according to the outbound list corresponding to each agent comprises:
acquiring working time information corresponding to each seat;
and carrying out outbound processing based on the working time information corresponding to each agent and the outbound list corresponding to each agent.
3. The method according to claim 2, wherein the performing the outbound processing based on the working time information corresponding to each agent and the outbound list corresponding to each agent comprises:
establishing an outbound task corresponding to each agent based on the working time information corresponding to each agent and the outbound list corresponding to each agent;
and carrying out outbound processing based on the outbound task corresponding to each agent.
4. The method according to claim 3, wherein for each agent, the specific implementation manner of the outbound processing based on the outbound task corresponding to the agent is as follows:
carrying out outbound according to the outbound task corresponding to the seat, and monitoring the conversation state of the outbound;
if the call state is a connection state, acquiring the current working state of the seat;
and distributing the outbound task of which the call state is the connection state based on the current working state of the seat.
5. The method of claim 4, wherein the allocating the outbound task with the call state being an on state based on the current working state of the agent comprises:
when the current working state of the seat represents that the seat is idle, allocating an outbound task of which the call state is a connection state to the seat; or
And when the current working state of the seat represents that the seat is busy, distributing the outbound task with the call state being a connection state to an Interactive Voice Response (IVR).
6. The method as claimed in claim 5, wherein the allocating the outgoing call task with the call state being on state to an Interactive Voice Response (IVR) comprises:
acquiring a grade corresponding to the seat as a target grade;
acquiring a target IVR corresponding to the target level;
and distributing the outbound task to the target IVR.
7. The method of claim 6, wherein after assigning the outbound task with the call state being an on state to the agent, further comprising:
acquiring the conversation content between the seat and the user corresponding to the outbound task with the conversation state being a connection state;
updating the level corresponding to the seat based on the call content; or updating the service information corresponding to the user based on the call content.
8. An outbound device, the device comprising:
the information acquisition module is used for acquiring service information corresponding to a plurality of outbound lists and user information corresponding to a plurality of seats;
the outbound list acquisition module is used for determining an outbound list corresponding to each seat according to the service information corresponding to each outbound list and the user information corresponding to each seat;
and the outbound processing module is used for carrying out outbound processing according to the outbound list corresponding to each agent.
9. An electronic device comprising a memory and a processor, the memory coupled to the processor, the memory storing instructions that when executed by the processor, the processor performs the method of any of claims 1-7.
10. A computer-readable storage medium, having stored thereon program code that can be invoked by a processor to perform the method according to any one of claims 1 to 7.
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| CN107590588A (en) * | 2017-08-24 | 2018-01-16 | 平安科技（深圳）有限公司 | Method for allocating tasks, device and computer-readable recording medium |
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