CN115587735A - Intelligent customer service queue distribution method and system - Google Patents
Intelligent customer service queue distribution method and system Download PDFInfo
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- CN115587735A CN115587735A CN202211278155.2A CN202211278155A CN115587735A CN 115587735 A CN115587735 A CN 115587735A CN 202211278155 A CN202211278155 A CN 202211278155A CN 115587735 A CN115587735 A CN 115587735A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
Abstract
The invention relates to an intelligent distribution method and a system of customer service queues, wherein the method of the invention respectively belongs customer service requests initiated by customer services of various levels to different customer service queues, and calculates the queuing strength of each customer service queue and the working strength of each customer service worker; judging whether queuing strength in Q2, the.
Description
Technical Field
The invention relates to the technical field of customer service systems, in particular to an intelligent customer service queue distribution method and system.
Background
The customer service system is a communication system between a service staff and a customer, which is established by enterprises for customer service, marketing, technical support and the like. The existing customer service system is mainly characterized in that a customer initiates a customer service request through a telephone or a webpage or APP, an applet and the like, and after matching is performed in a background, at least one customer service person is matched from a plurality of serviceable customer service persons to respond. For most customer service systems, the customers are classified into at least 2 levels, for example, into VI P customers and general customers, and the corresponding customer service staff are also classified into exclusive customer service staff with better service quality for the VI P customers and general customer service staff with general service quality for the general customers. Thus, there are the following technical drawbacks: due to the fact that the number of the VI P clients and the number of the common clients fluctuate, the situation that the common clients queue too much and exclusive customer service personnel are idle may occur in part of time, and meanwhile, the situation that the working intensity of part of the customer service personnel is high and the working intensity of part of the customer service personnel is too low.
Disclosure of Invention
In order to solve the technical problem, the invention provides an intelligent customer service queue distribution method and system.
The invention provides an intelligent customer service queue distribution method, which comprises the following steps:
s1, respectively attributing customer service requests initiated by customer services of all levels to different customer service queues, and calculating the queuing strength of each customer service queue and the working strength of each customer service worker;
s2, judging whether the queuing intensity of the Q2, the Q.
S3, judging whether the queuing intensity of all the customer service queues Qn with the queuing intensity larger than the first preset value is smaller than a second preset value or not in Q1, Q2, Q.
S4, judging whether a customer service queue with queuing strength smaller than a second preset value exists in the Q1, the Q2, the queue-up strength of the Q (n-1), and whether corresponding customer service personnel have the customer service personnel with idle queue-up strength smaller than a third preset value exists, and if so, sending part of customer service requests in the customer service queue Qn to the customer service personnel with idle queue-up strength smaller than the third preset value;
the customer levels are sequentially recorded as 1, 2, the.
In the intelligent distribution method of the customer service queue, the queuing strength is equal to the number of customer service requests initiated by a certain level of customer service divided by the number of the customer service personnel at the certain level, and the working strength is equal to the actual customer service time length of the customer service personnel divided by the working time length.
In the intelligent customer service queue distribution method, the first preset value is greater than 1.1, and the second preset value is less than 0.9.
In the intelligent customer service queue distributing method, in step S2, if not, the customer service personnel of each level process the customer service requests in the customer service queues of each level.
In the intelligent customer service queue distributing method, in the step S3, if not, the step S3 is executed every a period of time until the judgment result of the step S3 is yes, or the step S2 is returned to for judgment again after the first total preset time is executed.
In the method for intelligently allocating the customer service queues, if a plurality of idle customer service staff with the working strength smaller than the third preset value exist in the step S4, the customer service request is preferentially sent to the customer service staff handling the lowest-level customer for processing, and on the basis, when a plurality of customer service staff of the lowest-level customer exist, the customer service request is preferentially sent to the customer service staff with the minimum working strength for processing.
In the intelligent customer service queue allocation method, in the step S4, if not, the step S4 is executed every a period of time until the judgment result of the step S4 is yes, or the step S3 is returned to for judgment again after the second total preset time is executed.
The intelligent customer service queue distribution system provided by the invention comprises the following modules:
the queue processing module is used for respectively attributing the customer service requests initiated by the customer services of all levels to different customer service queues, and calculating the queuing strength of each customer service queue and the working strength of each customer service worker;
the first judgment module is used for judging whether the queuing strength of the Q2, the.
The second judgment module is used for judging whether the queuing intensity of all the customer service queues Qn with the queuing intensity larger than the first preset value is smaller than a second preset value or not in Q1, Q2, the queuing intensity of Q (n-1), and if so, entering the judgment processing module;
the judging and processing module is used for judging whether a customer service queue with queuing strength smaller than a second preset value exists in the Q1, the Q2, the right, and the Q (n-1), and whether corresponding customer service personnel have the customer service personnel with idle working strength smaller than a third preset value, and if yes, sending part of customer service requests in the customer service queue Qn to the customer service personnel with idle working strength smaller than the third preset value;
the customer levels are sequentially recorded as 1, 2, the.
In the intelligent distribution system of the customer service queue, the queuing strength is equal to the number of customer service requests initiated by a certain level of customer service divided by the number of the customer service personnel at the certain level, and the working strength is equal to the actual customer service time length of the customer service personnel divided by the working time length.
In the intelligent distribution system for the customer service queue, if a plurality of idle customer service staff with the working strength smaller than a third preset value exist in the processing module, the customer service request is preferentially sent to the customer service staff handling the lowest-level customer for processing, and on the basis, when the number of the customer service staff of the lowest-level customer is large, the customer service request is preferentially sent to the customer service staff with the minimum working strength for processing.
Advantageous effects
The intelligent customer service queue distribution method and system provided by the invention have the following beneficial effects: the intelligent distribution method and system for the customer service queue can automatically send the customer service request to the customer service staff, and under the condition that ordinary customers queue too much and exclusive customer service staff are idle, the customer service request can be sent to the idle customer service staff with higher level and is preferentially sent to the customer service staff with the minimum working strength for processing, so that the fairness of work is ensured.
Drawings
FIG. 1 is a flow chart of the present invention;
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The first embodiment is as follows:
referring to fig. 1, the method for intelligently allocating customer service queues provided by the present invention includes the following steps:
s1, respectively attributing customer service requests initiated by customer services of all levels to different customer service queues, and calculating the queuing strength of each customer service queue and the working strength of each customer service worker;
s2, judging whether the queuing intensity of the Q2, the Q.
S3, judging whether the queuing intensity of all the customer service queues Qn with the queuing intensity larger than the first preset value is smaller than a second preset value or not in Q1, Q2, Q.
S4, judging whether a customer service queue with queuing strength smaller than a second preset value exists in the Q1, the Q2, the queue-up strength of the Q (n-1), and whether corresponding customer service personnel have the customer service personnel with idle queue-up strength smaller than a third preset value exists, and if so, sending part of customer service requests in the customer service queue Qn to the customer service personnel with idle queue-up strength smaller than the third preset value;
the customer levels are sequentially recorded as 1, 2, the say, k and k more than or equal to 2 from high to low, the corresponding queues are sequentially recorded as L1, L2, the say, lk, the corresponding queuing strengths are sequentially recorded as Q1, Q2, the say, qk, the working strength is recorded as G i, and i represents the ith customer service staff.
In the intelligent distribution method of the customer service queue, the queuing strength is equal to the number of customer service requests initiated by a certain level of customer service divided by the number of the customer service personnel at the certain level, and the working strength is equal to the actual customer service time length of the customer service personnel divided by the working time length.
In the intelligent customer service queue distribution method, the first preset value is greater than 1.1, and the second preset value is less than 0.9.
In the intelligent customer service queue distributing method, in step S2, if not, the customer service personnel of each level process the customer service requests in the customer service queues of each level.
In the intelligent customer service queue distributing method, in the step S3, if not, the step S3 is executed every a period of time until the judgment result of the step S3 is yes, or the step S2 is returned to for judgment again after the first total preset time is executed.
In the intelligent customer service queue allocation method, if a plurality of spare customer service staff with the working strength smaller than a third preset value exist in step S4, the customer service request is preferentially sent to the customer service staff handling the lowest-level customer for processing, and on the basis, when the number of the customer service staff of the lowest-level customer is multiple, the customer service request is preferentially sent to the customer service staff with the minimum working strength for processing.
In the intelligent customer service queue allocation method, in the step S4, if not, the step S4 is executed every a period of time until the judgment result of the step S4 is yes, or the step S3 is returned to for judgment again after the second total preset time is executed.
The intelligent customer service queue distribution system provided by the invention comprises the following modules:
the queue processing module is used for respectively attributing the customer service requests initiated by the customer services of all levels to different customer service queues, and calculating the queuing strength of each customer service queue and the working strength of each customer service worker;
the first judgment module is used for judging whether the queuing strength of the Q2, the.
The second judgment module is used for judging whether the queuing intensity of all the customer service queues Qn with the queuing intensity larger than the first preset value is smaller than a second preset value or not in Q1, Q2,. And Q (n-1), and if yes, the customer service queues Qn enter the judgment processing module;
the judgment processing module is used for judging whether a customer service queue with queuing strength smaller than a second preset value exists in the Q1, the Q2, the work intensity smaller than a third preset value exists in corresponding customer service personnel, and if yes, part of customer service requests in the customer service queue Qn are sent to the customer service personnel with the queuing strength smaller than the third preset value;
the customer levels are sequentially recorded as 1, 2, the.
In the intelligent distribution system of the customer service queue, the queuing intensity is equal to the number of customer service requests initiated by a certain level of customer service divided by the number of the customer service personnel at the certain level, and the working intensity is equal to the actual customer service duration of the customer service personnel divided by the working duration.
In the intelligent distribution system for the customer service queue, if a plurality of idle customer service staff with the working strength smaller than a third preset value exist in the processing module, the customer service request is preferentially sent to the customer service staff handling the lowest-level customer for processing, and on the basis, when the number of the customer service staff of the lowest-level customer is large, the customer service request is preferentially sent to the customer service staff with the minimum working strength for processing.
It should be noted that, in this document, relational terms such as first and second, and the like are used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising a reference structure" does not exclude the presence of other similar elements in a process, method, article, or apparatus that comprises the element.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (10)
1. An intelligent customer service queue distribution method is characterized by comprising the following steps:
s1, respectively attributing customer service requests initiated by customer services of all levels to different customer service queues, and calculating the queuing strength of each customer service queue and the working strength of each customer service worker;
s2, judging whether the queuing intensity of the Q2, the Q.
S3, judging whether the queuing intensity of all the customer service queues Qn with the queuing intensity larger than the first preset value is smaller than a second preset value or not in Q1, Q2, Q.
S4, judging whether a customer service queue with queuing intensity smaller than a second preset value exists in the Q1, Q2, Q (n-1) or not, if so, sending part of customer service requests in the customer service queue Qn to customer service personnel with spare queue with working intensity smaller than a third preset value;
the client levels are sequentially recorded as 1, 2, the.
2. The intelligent customer service queue allocation method of claim 1, wherein the queuing strength is equal to the number of customer service requests initiated by a customer service at a certain level divided by the number of personnel at said certain level, and the working strength is equal to the actual customer service duration of the personnel divided by the working duration.
3. The intelligent customer service queue allocation method of claim 2, wherein the first predetermined value is greater than 1.1 and the second predetermined value is less than 0.9.
4. The intelligent customer service queue allocation method according to claim 1, wherein in step S2, if not, the customer service personnel of each level process the customer service requests in the customer service queues of each level.
5. The intelligent customer service queue allocation method according to claim 1, wherein in step S3, if not, the step S3 is executed every a period of time until the judgment result of the step S3 is yes, or the step S2 is returned to for judgment again after the first total preset time period is executed.
6. The method according to claim 1, wherein in step S4, if there are a plurality of service staff members with the idle working strength less than the third preset value, the service request is preferentially sent to the service staff member handling the lowest level customer for processing, and on the basis, if there are a plurality of service staff members handling the lowest level customer, the service request is preferentially sent to the service staff member with the minimum working strength for processing.
7. The intelligent customer service queue allocation method according to claim 1, wherein in step S4, if not, step S4 is executed every a period of time until the judgment result of step S4 is yes, or the second total preset time period is executed and then the step S3 is returned to perform the judgment again.
8. An intelligent customer service queue distribution system is characterized by comprising the following modules:
the queue processing module is used for respectively attributing the customer service requests initiated by the customer services of all levels to different customer service queues, and calculating the queuing strength of each customer service queue and the working strength of each customer service worker;
the first judgment module is used for judging whether the queuing strength of the Q2, the.
The second judgment module is used for judging whether the queuing intensity of all the customer service queues Qn with the queuing intensity larger than the first preset value is smaller than a second preset value or not in Q1, Q2, the queuing intensity of Q (n-1), and if so, entering the judgment processing module;
the judgment processing module is used for judging whether a customer service queue with queuing strength smaller than a second preset value exists in the Q1, the Q2, the work intensity smaller than a third preset value exists in corresponding customer service personnel, and if yes, part of customer service requests in the customer service queue Qn are sent to the customer service personnel with the queuing strength smaller than the third preset value;
the client levels are sequentially recorded as 1, 2, the.
9. The intelligent customer service queue distribution system of claim 8 wherein the queue strength is equal to the number of customer service requests initiated by a level of customer service divided by the number of personnel at the level, and the job strength is equal to the actual service duration of the personnel divided by the hours of job.
10. The system of claim 8, wherein if there are a plurality of service staff members with the working intensity less than the third predetermined value, the processing module is configured to preferentially send the service request to the service staff member handling the lowest-level customer for processing, and on the basis of that, if there are a plurality of service staff members with the working intensity less than the third predetermined value, the processing module preferentially sends the service request to the service staff member with the least working intensity for processing.
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| CN202211278155.2A CN115587735A (en) | 2022-10-19 | 2022-10-19 | Intelligent customer service queue distribution method and system |
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