CN116132591A - Account management method, account management device, computer equipment and storage medium - Google Patents

Account management method, account management device, computer equipment and storage medium Download PDF

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Publication number
CN116132591A
CN116132591A CN202310085984.7A CN202310085984A CN116132591A CN 116132591 A CN116132591 A CN 116132591A CN 202310085984 A CN202310085984 A CN 202310085984A CN 116132591 A CN116132591 A CN 116132591A
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CN
China
Prior art keywords
account
request
online
call request
feedback
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Pending
Application number
CN202310085984.7A
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Chinese (zh)
Inventor
王豪
尹泓钦
郭鹏
李若
张岱彬
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
China Construction Bank Corp
CCB Finetech Co Ltd
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China Construction Bank Corp
CCB Finetech Co Ltd
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Priority to CN202310085984.7A priority Critical patent/CN116132591A/en
Publication of CN116132591A publication Critical patent/CN116132591A/en
Pending legal-status Critical Current

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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
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • 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
    • H04M3/5232—Call distribution algorithms
    • 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5234—Uniform load distribution

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)

Abstract

The disclosure relates to the technical field of data processing, and particularly discloses an account management method, an account management device, computer equipment, a storage medium and a computer program product. The method comprises the following steps: acquiring a login state of an account of the second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle; acquiring a call request of a first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle; and acquiring request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data into a database. The method can improve the processing and inquiring efficiency of the service.

Description

Account management method, account management device, computer equipment and storage medium
Technical Field
The present invention relates to the field of data processing technologies, and in particular, to an account management method, an apparatus, a computer device, a storage medium, and a computer program product.
Background
With the rapid development of the internet, the audience group of the internet is more and more, and online business processing becomes normal.
In the conventional technology, the operation mode of the customer service center is mainly centralized and office work of the agent representatives in the customer service center, and the customer service system also provides basic technical capabilities such as telephone access, voice stream processing and the like based on a contact center platform, and the service event is accessed and distributed to fixed terminal equipment by an intranet.
However, due to conditions such as urban commuting pressure and frequent emergency of a service system, a large number of service personnel often cannot use fixed terminal equipment, so that the online customer service of a customer service center is too small, and the service processing efficiency is reduced linearly.
Disclosure of Invention
In view of the foregoing, it is desirable to provide an account management method, apparatus, computer device, computer-readable storage medium, and computer program product that can improve service processing efficiency.
In a first aspect, the present application provides an account management method. The method comprises the following steps:
acquiring a login state of an account of the second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle;
Acquiring a call request of a first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle;
and acquiring request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data into a database.
In one embodiment, the login state of the account of the second terminal is obtained, and when the login state of the account is logged in, after the account is taken as the online account, the method further includes:
identifying an account number of the second terminal;
when the identification account is a first type account with auditing rights, a first query request of the first type account is obtained, and a database is queried based on the first query request; and when the identification account is a second type account without the auditing authority, acquiring request feedback of the second type account to the call request.
In one embodiment, obtaining a first query request of the first account number, querying a database based on the first query request includes:
and inquiring the database based on the service identifier in the first inquiry request to obtain a plurality of service data corresponding to the service identifier.
In one embodiment, when the account corresponding to the identification account information is the first type account with the auditing authority, the method further includes:
acquiring a plurality of threshold conditions submitted by a first type account; wherein, each threshold condition corresponds to a service identifier;
determining a threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data;
and detecting the relation between the service data and the threshold condition corresponding to the service data, generating threshold feedback corresponding to the service data when the service data meets the threshold condition, and sending the threshold feedback to the first account.
In one embodiment, when the account corresponding to the identification account information is the second type account without the auditing authority, the method further includes:
acquiring a second query request of a second class account; wherein the second query request includes account information;
and inquiring the database based on the account information in the second inquiry request to obtain a plurality of business data corresponding to the account information.
In one embodiment, the method further comprises:
when the online state of the online account is non-idle, adding the call request into a waiting queue;
And generating waiting feedback corresponding to the call request, and sending the waiting feedback to the first terminal.
In a second aspect, the present application further provides an account management device. The device comprises:
the online account acquisition module is used for acquiring the login state of the account of the second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle;
the call request distribution module is used for acquiring a call request of the first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle;
the service data generation module is used for acquiring the request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data in the database.
In one embodiment, the method further includes the steps of, when the login state of the account of the second terminal is logged in, taking the account as an online account, and then:
the account identification module is used for identifying the account of the second terminal;
the request feedback module is used for acquiring a first query request of the first type account when the identification account is the first type account with the auditing authority, and querying the database based on the first query request; and when the identification account is a second type account without the auditing authority, acquiring request feedback of the second type account to the call request.
In one embodiment, the request feedback module includes:
and the first query sub-module is used for querying the database based on the service identification in the first query request to obtain a plurality of service data corresponding to the service identification.
In one embodiment, when the account corresponding to the identification account information is the first type account with the auditing authority, the request feedback module further includes:
the threshold condition acquisition sub-module is used for acquiring a plurality of threshold conditions submitted by the first type account; wherein, each threshold condition corresponds to a service identifier;
the corresponding relation determining sub-module is used for determining a threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data;
the threshold feedback sub-module is used for detecting the relation between the business data and the threshold condition corresponding to the business data, generating threshold feedback corresponding to the business data when the business data meets the threshold condition, and sending the threshold feedback to the first type account.
In one embodiment, when the account corresponding to the identification account information is the second type account without the auditing authority, the request feedback module further includes:
the query request acquisition sub-module is used for acquiring a second query request of a second class account; wherein the second query request includes account information;
And the second query sub-module is used for querying the database based on the account information in the second query request to obtain a plurality of business data corresponding to the account information.
In one embodiment, the apparatus further includes:
the waiting queue determining module is used for adding the call request into the waiting queue when the online state of the online account is non-idle;
and the waiting feedback generation module is used for generating waiting feedback corresponding to the call request and sending the waiting feedback to the first terminal.
In a third aspect, the present application also provides a computer device. The computer device comprises a memory storing a computer program and a processor implementing the steps of the method of any of the embodiments described above when the processor executes the computer program.
In a fourth aspect, the present application also provides a computer device readable storage medium. The computer device readable storage medium having stored thereon a computer program which, when executed by a processor, implements the steps of the method of any of the embodiments described above.
In a fifth aspect, the present application also provides a computer program product. The computer program product comprises a computer program which, when executed by a processor, implements the steps of the method according to any of the embodiments described above.
The account management method, the device, the computer equipment, the storage medium and the computer program product are characterized in that firstly, the login state of the account of the second terminal is obtained, and when the login state of the account is logged in, the account is taken as an online account; wherein the online state of the online account includes idle and non-idle. And then, acquiring a call request of the first terminal, distributing the call request to the online account with the idle online state, and changing the online state of the online account with the received call request from idle to non-idle. Further, request feedback of the account number to the call request is obtained, service data corresponding to the call request is generated based on the call request and the request feedback, and the service data is stored in a database. By judging the login state and the online state of the account, the call request is distributed to the online account with the idle online state, and the service data corresponding to the call request is generated and stored so as to facilitate inquiry, thereby improving the service processing and inquiry efficiency.
Drawings
FIG. 1 is an application environment diagram of an account management method in one embodiment;
FIG. 2 is a flow chart of a method of account management in one embodiment;
fig. 3 is a schematic diagram of acquiring a call request of a first terminal and distributing the call request to an online account in one embodiment;
FIG. 4 is a schematic diagram of service monitoring performed by a first type account in one embodiment;
FIG. 5 is a block diagram illustrating a configuration of an account management device according to an embodiment;
fig. 6 is an internal structural diagram of a computer device in one embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application will be further described in detail with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the present application.
The account management method provided by the embodiment of the application can be applied to an application environment shown in fig. 1. Wherein the first terminal 102 and the second terminal 104 communicate with the server 106 via a network, respectively. The data storage system may store data that the server 106 needs to process. The data storage system may be integrated on the server 106 or may be located on a cloud or other network server. The server 106 performs communication interaction with the first terminal 102 and the second terminal 104, respectively, so as to enter an account management environment. Firstly, the server 106 may obtain a login state of the account of the second terminal 104, and when the login state of the account is logged in, the account is used as an online account; wherein the online state of the online account includes idle and non-idle. Then, the server 106 may obtain the call request of the first terminal 102, allocate the call request to the online account with the online state being idle, and change the online state of the online account that receives the call request from idle to non-idle. Further, the server 106 may obtain a request feedback of the account number to the call request, generate service data corresponding to the call request based on the call request and the request feedback, and store the service data in the database. By judging the login state and the online state of the account, the call request is distributed to the online account with the idle online state, and the service data corresponding to the call request is generated and stored so as to facilitate inquiry, thereby improving the service processing and inquiry efficiency. The first terminal 102 and the second terminal 104 may be, but not limited to, various personal computers, notebook computers, smart phones, tablet computers, internet of things devices and portable wearable devices, where the internet of things devices may be smart speakers, smart televisions, smart air conditioners, smart vehicle devices, and the like. The portable wearable device may be a smart watch, smart bracelet, headset, or the like. The server 106 may be implemented as a stand-alone server or as a cluster of servers.
The account management method provided by the embodiment of the invention can be applied to a system comprising a plurality of first terminals, a plurality of second terminals and a server, and is realized through interaction of the first terminals, the second terminals and the server.
In one embodiment, as shown in fig. 2, an account management method is provided, and the method is applied to a system implementation including a plurality of first terminals, a plurality of second terminals, and a server, and is described by way of example, including the following steps 202 to 206.
Step 202, acquiring a login state of an account of a second terminal, and taking the account as an online account when the login state of the account is logged in; wherein the online state of the online account includes idle and non-idle.
In this embodiment, the user may log in the account through an APP (Application) or a web page on the mobile device.
In this embodiment, as shown in fig. 3, the account of the second terminal may log in the account through a login button, and may log out the account through a login button.
In this embodiment, after the account logs in the login interface corresponding to the second terminal, the account may inform the server that the account is logged in through a service request of a TCP (Transmission Control Protocol ) protocol.
In this embodiment, the server may obtain account information of the account, where the account information may include, but is not limited to: login status, presence status, terminal identification, etc. The terminal used for representing the user login account is a first terminal or a second terminal.
In this embodiment, the server may obtain a terminal identifier of the account, and determine, based on the terminal identifier, whether the terminal on which the account is logged in is the first terminal or the second terminal. When the terminal with the account number logged in is a second terminal, the server acquires the login state of the account number, and when the login state of the account number is logged in, the account number is used as an online account number.
Step 204, obtaining a call request of the first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle.
In this embodiment, the server may obtain a terminal identifier of the account, and determine, based on the terminal identifier, whether the terminal on which the account is logged in is the first terminal or the second terminal. When the terminal logged in by the account is the first terminal, the server can acquire the call request of the first terminal.
In this embodiment, after the server obtains the call request of the first terminal, service data corresponding to the call request is generated. Wherein the service data may include, but is not limited to: the starting time of the call request, the terminal identification of the first terminal corresponding to the call request, and the like.
In this embodiment, after receiving the call request of the first terminal, the server may allocate the call request to the online account with the idle online state, and change the online state of the online account that receives the call request from idle to non-idle. The account number assigned to the call request and the user initiating the call request may enable voice over phone bi-directional communication over a voice stream of UDP (User Datagram Protocol ) protocol.
Step 206, obtaining the request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data in a database.
In this embodiment, the service data corresponding to the call request may include, but is not limited to: the generation time of the request feedback, the terminal identification of the second terminal generating the request feedback, the account number allocated to the call request, the service processing time length, the call request ending time and the like.
In the account management method, firstly, the login state of the account of the second terminal is obtained, and when the login state of the account is logged in, the account is taken as an online account; wherein the online state of the online account includes idle and non-idle. And then, acquiring a call request of the first terminal, distributing the call request to the online account with the idle online state, and changing the online state of the online account with the received call request from idle to non-idle. Further, request feedback of the account number to the call request is obtained, service data corresponding to the call request is generated based on the call request and the request feedback, and the service data is stored in a database. By judging the login state and the online state of the account, the call request is distributed to the online account with the idle online state, and the service data corresponding to the call request is generated and stored so as to facilitate inquiry, thereby improving the service processing and inquiry efficiency.
In some embodiments, the method may further include, after obtaining the login status of the account of the second terminal and taking the account as the online account when the login status of the account is logged in: identifying an account number of the second terminal; when the identification account is a first type account with auditing rights, a first query request of the first type account is obtained, and a database is queried based on the first query request; and when the identification account is a second type account without the auditing authority, acquiring request feedback of the second type account to the call request.
In this embodiment, the server may obtain account information of the account, where the account information may include, but is not limited to: account name, account number, account authority identification and other information.
In this embodiment, the server may identify the authority of the account based on the authority identifier, and determine that the account is the first type account or the second type account. The permissions of the account may include, but are not limited to: has auditing rights and does not have auditing rights. The account information with the auditing rights corresponds to the first type account, and the account information without the auditing rights corresponds to the second type account.
In this embodiment, as shown in fig. 3, the first type account or the second type account may perform service processing through a function button, where the function button may include, but is not limited to: end session, idle, busy, outgoing, hold, retrieve, etc. Wherein, the first account or the second account can click a "show idle" button to modify the online state to be "idle"; the first type account or the second type account can click a busy button to modify the online state to be non-idle; the first type account or the second type account can click on a session ending button for ending the request feedback of the call request; the first account or the second account can click an outgoing button, and is used for sending an outgoing call request, carrying out an outgoing call operation on a user of the first terminal, and modifying the online state into non-idle; the first account or the second account can click on a hold button, which is used for switching pages in the process of processing the call request of the first terminal without interrupting the processing of the call request, and the online state is kept as non-idle; either the first type account or the second type account may click "retrieve" for re-switching the page back to the processing page of the call request to the first terminal after clicking the "hold" button, the page being switched to another page, the online status being kept "not idle".
In this embodiment, after the first type account or the second type account clicks the "end session" button, the online status of the first type account or the second type account is changed from "non-idle" to "non-idle".
In this embodiment, as shown in fig. 3, after the first account logs in the login interface corresponding to the second terminal, the first account may send a first query request to the server, where the first query request is used to query the historical session. For example, the first type account may send a first query request to the server via the APP or "history session query" button of the web page.
In this embodiment, the first query request may include account information of a plurality of second-class accounts, and the first query request is used to query service data corresponding to the account information of the plurality of second-class accounts. The account information of the second type of account may include, but is not limited to: account name, account number, etc.
In this embodiment, the server may query the database based on account information of the plurality of second-class accounts in the first query request, to obtain a plurality of service data corresponding to each account information in the first query request.
In another embodiment, the first query request may further include: the server may screen a plurality of service data corresponding to each account information in the first query request based on conditions such as the call request initiation time, the call request end time, the service processing time and the like, to obtain screened service data, and send the service data to the first type account.
In some embodiments, obtaining a first query request of the first type account number, querying a database based on the first query request may include: and inquiring the database based on the service identifier in the first inquiry request to obtain a plurality of service data corresponding to the service identifier.
In this embodiment, the service identifier may be included in the request feedback, and the server may use the service identifier in the request feedback corresponding to the call request as the service identifier of the service data corresponding to the call request.
In this embodiment, as shown in fig. 4, the first account number may also perform service monitoring through an additional function button. Wherein the additional function button may include: service data.
In this embodiment, the first account number may send a first query request to the server through the "service data" function, so as to query service data.
In this embodiment, the first query request may include a service identifier, and the server may match service identifiers of a plurality of service data in the database based on the service identifier in the first query request, where the matching is successful when the service identifier of the service data is consistent with the service identifier in the first query request. Further, the server may use the plurality of service data successfully matched as service data corresponding to the service identifier in the first query request, and send the plurality of service data corresponding to the service identifier in the first query request to the first type account.
In some embodiments, as shown in fig. 4, when the account corresponding to the identification account information is the first type account with the auditing authority, the method may further include: acquiring a plurality of threshold conditions submitted by a first type account; wherein, each threshold condition corresponds to a service identifier; determining a threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data; and detecting the relation between the service data and the threshold condition corresponding to the service data, generating threshold feedback corresponding to the service data when the service data meets the threshold condition, and sending the threshold feedback to the first account.
In this embodiment, the threshold condition may include, but is not limited to: service processing rate, number of current waiting call requests, number of current online accounts, number of idle online accounts, processed traffic, etc.
In this embodiment, the service identifier may be included in the request feedback, and the server may use the service identifier in the request feedback corresponding to the call request as the service identifier of the service data corresponding to the call request. The server can match the service identifier corresponding to the threshold condition with the service identifier of the service data, and when the service identifier corresponding to the threshold condition is consistent with the service identifier of the service data, the matching is successful, and the threshold condition successfully matched with the service data is taken as the threshold condition corresponding to the service data.
In this embodiment, as shown in fig. 4, the first account number may also perform service monitoring through an additional function button. Wherein the additional function buttons may also include, but are not limited to: threshold management and real-time calculation.
In this embodiment, as shown in fig. 4, the first account may set a threshold condition through a "threshold management" function.
In this embodiment, as shown in fig. 4, the first account may detect, through a "real-time calculation" function, a relationship between service data and a threshold condition corresponding to the service data, and when the service data meets the threshold condition, generate threshold feedback corresponding to the service data, and send the threshold feedback to the first account.
In this embodiment, the server may detect, in real time, a relationship between service data and a threshold condition corresponding to the service data, and when the service data meets the threshold condition, generate threshold feedback corresponding to the service data, and send the threshold feedback to the first account. For example, when the threshold condition is that the service processing rate is less than 5%, and the service identifier of the threshold condition corresponds to the service a, the server may calculate, in real time, the service processing rates of the plurality of service data corresponding to the service a, generate a threshold feedback when the service processing rate of the plurality of service data corresponding to the service a is less than 5%, and send the threshold feedback to the first account. The threshold feedback can be displayed in the form of voice, text, pictures and the like.
In another embodiment, a threshold condition may include multiple conditions at the same time, so as to perform batch processing on multiple dimensions of multiple service data, for example, when the threshold condition is that the service processing rate is less than 5%, the number of idle online accounts is greater than 20, and the service identifier of the threshold condition is corresponding to service a and service B, the server may calculate, in real time, the service processing rate of multiple service data corresponding to service a, the service processing rate of multiple service data corresponding to service B, and the number of idle online accounts, and generate threshold feedback when the service processing rate of multiple service data corresponding to service a is less than 5% or the service processing rate of multiple service data corresponding to service B is less than 5% or the number of idle online accounts is greater than 20, and send the threshold feedback to the first account. The threshold feedback can be displayed in the form of voice, text, pictures and the like.
In this embodiment, the threshold feedback may include a threshold condition. For example, when the threshold condition is that the service processing rate is less than 5%, and the service identifier of the threshold condition corresponds to service a and service B, the server may calculate, in real time, the service processing rates of the plurality of service data corresponding to service a and the service processing rates of the plurality of service data corresponding to service B, and generate the threshold feedback when the service processing rate of the plurality of service data corresponding to service a is less than 5% or the service processing rate of the plurality of service data corresponding to service B is less than 5%. At this time, when the service processing rate of the plurality of service data corresponding to the service a is less than 5%, and the service processing rate of the plurality of service data corresponding to the service B is greater than or equal to 5%, the threshold feedback may be: the service processing rate of a plurality of service data corresponding to the service A is less than 5 percent; when the service processing rate of the plurality of service data corresponding to the service a is greater than or equal to 5%, and the service processing rate of the plurality of service data corresponding to the service B is less than 5%, the threshold feedback may be: "the service processing rate of the plurality of service data corresponding to the service B is less than 5%"; when the service processing rate of the plurality of service data corresponding to the service a is less than 5% and the service processing rate of the plurality of service data corresponding to the service B is less than 5%, the threshold feedback may be: the service processing rate of the plurality of service data corresponding to the service A is less than 5%, and the service processing rate of the plurality of service data corresponding to the service B is less than 5%.
In some embodiments, when the account corresponding to the identification account information is the second type account without the auditing authority, the method may further include: acquiring a second query request of a second class account; wherein the second query request includes account information; and inquiring the database based on the account information in the second inquiry request to obtain a plurality of business data corresponding to the account information.
In this embodiment, as shown in fig. 3, after the second type account logs in the login interface corresponding to the second terminal, the second type account may send a second query request to the server, where the second query request is used to query the historical session. For example, the second type of account may send a second query request to the server via the APP or "history session query" button of the web page.
In this embodiment, the second query request may include account information (such as account name and account number) of the second type account, and the server may query the database based on the account information of the second type account to obtain a plurality of service data corresponding to the account information.
In this embodiment, the second type account can only query a plurality of service data corresponding to the account information of the second type account.
In another embodiment, the second query request may further include: the server may screen the plurality of service data corresponding to the account information based on the conditions of the call request initiation time, the call request end time, and the like, to obtain screened service data, and send the screened service data to the second type account.
In another embodiment, after the second account number logs in the login interface corresponding to the second terminal, the related information query request may be further sent to the server, where the related information query request is used to query the database for related information of the service. For example, as shown in fig. 3, the second type account may send a related information query request to the server through an APP or a "knowledge query" button of the web page, and the server may perform query feedback on the related information query request. The server can perform query feedback by sending the storage address of the related information in the database, sending the graphic and text data of the related information and the like.
In this embodiment, the related information may include, but is not limited to: knowledge content for answering call requests, such as website information, business materials, business activities, etc.
In some embodiments, the above method may further comprise: when the online state of the online account is non-idle, adding the call request into a waiting queue; and generating waiting feedback corresponding to the call request, and sending the waiting feedback to the first terminal.
In this embodiment, the order of the waiting queues is consistent with the order of the initiation timings of the plurality of call requests. The sequence of the starting moments of the plurality of call requests is consistent with the flow direction of time.
In this embodiment, when there is an online account whose online state is idle, a plurality of call requests of a waiting queue are sequentially allocated to the idle online account in the order of the waiting queue, and the plurality of call requests that are obtained to be allocated are removed from the waiting queue.
It should be understood that, although the steps in the flowcharts related to the embodiments described above are sequentially shown as indicated by arrows, these steps are not necessarily sequentially performed in the order indicated by the arrows. The steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders. Moreover, at least some of the steps in the flowcharts described in the above embodiments may include a plurality of steps or a plurality of stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of the steps or stages is not necessarily performed sequentially, but may be performed alternately or alternately with at least some of the other steps or stages.
Based on the same inventive concept, the embodiment of the application also provides an account management device for realizing the account management method. The implementation scheme of the device for solving the problem is similar to the implementation scheme described in the above method, so the specific limitation in one or more embodiments of the account management device provided below may refer to the limitation of the account management method hereinabove, and will not be repeated here.
In one embodiment, as shown in fig. 5, there is provided an account management apparatus including: an online account acquisition module 502, a call request distribution module 504, and a business data generation module 506, wherein:
the online account acquisition module 502 is configured to acquire a login state of an account of the second terminal, and when the login state of the account is logged in, take the account as an online account; wherein the online state of the online account includes idle and non-idle.
The call request distribution module 504 is configured to obtain a call request of the first terminal, distribute the call request to online accounts with idle online states, and change the online state of the online account that receives the call request from idle to non-idle.
The service data generating module 506 is configured to obtain a request feedback of the account number to the call request, generate service data corresponding to the call request based on the call request and the request feedback, and store the service data in the database.
In one embodiment, the method may further include, when the login state of the account of the second terminal is logged in, taking the account as the online account, and the device further includes:
and the account identification module is used for identifying the account of the second terminal.
The request feedback module is used for acquiring a first query request of the first type account when the identification account is the first type account with the auditing authority, and querying the database based on the first query request; and when the identification account is a second type account without the auditing authority, acquiring request feedback of the second type account to the call request.
In one embodiment, the request feedback module may include:
and the first query sub-module is used for querying the database based on the service identification in the first query request to obtain a plurality of service data corresponding to the service identification.
In one embodiment, when the account corresponding to the identification account information is the first type account with the auditing authority, the request feedback module may further include:
the threshold condition acquisition sub-module is used for acquiring a plurality of threshold conditions submitted by the first type account; wherein each threshold condition corresponds to a service identifier.
And the corresponding relation determining sub-module is used for determining the threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data.
The threshold feedback sub-module is used for detecting the relation between the business data and the threshold condition corresponding to the business data, generating threshold feedback corresponding to the business data when the business data meets the threshold condition, and sending the threshold feedback to the first type account.
In one embodiment, when the account corresponding to the identification account information is the second type account without the auditing authority, the request feedback module may further include:
the query request acquisition sub-module is used for acquiring a second query request of a second class account; wherein the second query request includes account information.
And the second query sub-module is used for querying the database based on the account information in the second query request to obtain a plurality of business data corresponding to the account information.
In one embodiment, the apparatus may further include:
and the waiting queue determining module is used for adding the call request into the waiting queue when the online state of the online account is non-idle.
And the waiting feedback generation module is used for generating waiting feedback corresponding to the call request and sending the waiting feedback to the first terminal.
The above-mentioned each module in the account management device may be implemented in whole or in part by software, hardware, and a combination thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.
In one embodiment, a computer device is provided, which may be a server, the internal structure of which may be as shown in fig. 6. The computer device includes a processor, a memory, an Input/Output interface (I/O) and a communication interface. The processor, the memory and the input/output interface are connected through a system bus, and the communication interface is connected to the system bus through the input/output interface. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, computer programs, and a database. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The database of the computer equipment is used for storing business data, account information, threshold condition and other data. The input/output interface of the computer device is used to exchange information between the processor and the external device. The communication interface of the computer device is used for communicating with an external terminal through a network connection. The computer program, when executed by a processor, implements an account management method.
It will be appreciated by those skilled in the art that the structure shown in fig. 6 is merely a block diagram of some of the structures associated with the present application and is not limiting of the computer device to which the present application may be applied, and that a particular computer device may include more or fewer components than shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, a computer device is provided comprising a memory and a processor, the memory having stored therein a computer program, the processor when executing the computer program performing the steps of: acquiring a login state of an account of the second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle; acquiring a call request of a first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle; and acquiring request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data into a database.
In one embodiment, the processor may obtain the login status of the account of the second terminal when executing the computer program, and after taking the account as the online account when the login status of the account is logged in, the following steps may be further implemented: identifying an account number of the second terminal; when the identification account is a first type account with auditing rights, a first query request of the first type account is obtained, and a database is queried based on the first query request; and when the identification account is a second type account without the auditing authority, acquiring request feedback of the second type account to the call request.
In one embodiment, the processor, when executing the computer program, implements obtaining a first query request of the first type of account number, and querying the database based on the first query request may include: and inquiring the database based on the service identifier in the first inquiry request to obtain a plurality of service data corresponding to the service identifier.
In one embodiment, when the account corresponding to the identification account information is the first type account with the auditing authority, the following steps may be implemented when the processor executes the computer program: acquiring a plurality of threshold conditions submitted by a first type account; wherein, each threshold condition corresponds to a service identifier; determining a threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data; and detecting the relation between the service data and the threshold condition corresponding to the service data, generating threshold feedback corresponding to the service data when the service data meets the threshold condition, and sending the threshold feedback to the first account.
In one embodiment, when the account corresponding to the identification account information is the second type account without the auditing authority, the following steps may be implemented when the processor executes the computer program: acquiring a second query request of a second class account; wherein the second query request includes account information; and inquiring the database based on the account information in the second inquiry request to obtain a plurality of business data corresponding to the account information.
In one embodiment, the following steps may also be implemented when the processor executes the computer program: when the online state of the online account is non-idle, adding the call request into a waiting queue; and generating waiting feedback corresponding to the call request, and sending the waiting feedback to the first terminal.
In one embodiment, a computer readable storage medium is provided having a computer program stored thereon, which when executed by a processor, performs the steps of: acquiring a login state of an account of the second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle; acquiring a call request of a first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle; and acquiring request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data into a database.
In one embodiment, the computer program when executed by the processor is configured to obtain a login status of the account of the second terminal, and when the login status of the account is logged in, after taking the account as an online account, the following steps may be further implemented: identifying an account number of the second terminal; when the identification account is a first type account with auditing rights, a first query request of the first type account is obtained, and a database is queried based on the first query request; and when the identification account is a second type account without the auditing authority, acquiring request feedback of the second type account to the call request.
In one embodiment, the computer program, when executed by the processor, implements obtaining a first query request for the first type of account number, querying the database based on the first query request, may include: and inquiring the database based on the service identifier in the first inquiry request to obtain a plurality of service data corresponding to the service identifier.
In one embodiment, when the account corresponding to the identification account information is the first type account with the auditing authority, the following steps may be implemented when the computer program is executed by the processor: acquiring a plurality of threshold conditions submitted by a first type account; wherein, each threshold condition corresponds to a service identifier; determining a threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data; and detecting the relation between the service data and the threshold condition corresponding to the service data, generating threshold feedback corresponding to the service data when the service data meets the threshold condition, and sending the threshold feedback to the first account.
In one embodiment, when the account corresponding to the identification account information is the second type account without the auditing authority, the following steps may be implemented when the computer program is executed by the processor: acquiring a second query request of a second class account; wherein the second query request includes account information; and inquiring the database based on the account information in the second inquiry request to obtain a plurality of business data corresponding to the account information.
In one embodiment, the computer program may further implement the following steps when executed by a processor: when the online state of the online account is non-idle, adding the call request into a waiting queue; and generating waiting feedback corresponding to the call request, and sending the waiting feedback to the first terminal.
In one embodiment, a computer program product is provided comprising a computer program which, when executed by a processor, performs the steps of: acquiring a login state of an account of the second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle; acquiring a call request of a first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle; and acquiring request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data into a database.
In one embodiment, the computer program when executed by the processor is configured to obtain a login status of the account of the second terminal, and when the login status of the account is logged in, after taking the account as an online account, the following steps may be further implemented: identifying an account number of the second terminal; when the identification account is a first type account with auditing rights, a first query request of the first type account is obtained, and a database is queried based on the first query request; and when the identification account is a second type account without the auditing authority, acquiring request feedback of the second type account to the call request.
In one embodiment, the computer program, when executed by the processor, implements obtaining a first query request for the first type of account number, querying the database based on the first query request, may include: and inquiring the database based on the service identifier in the first inquiry request to obtain a plurality of service data corresponding to the service identifier.
In one embodiment, when the account corresponding to the identification account information is the first type account with the auditing authority, the following steps may be implemented when the computer program is executed by the processor: acquiring a plurality of threshold conditions submitted by a first type account; wherein, each threshold condition corresponds to a service identifier; determining a threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data; and detecting the relation between the service data and the threshold condition corresponding to the service data, generating threshold feedback corresponding to the service data when the service data meets the threshold condition, and sending the threshold feedback to the first account.
In one embodiment, when the account corresponding to the identification account information is the second type account without the auditing authority, the following steps may be implemented when the computer program is executed by the processor: acquiring a second query request of a second class account; wherein the second query request includes account information; and inquiring the database based on the account information in the second inquiry request to obtain a plurality of business data corresponding to the account information.
In one embodiment, the computer program may further implement the following steps when executed by a processor: when the online state of the online account is non-idle, adding the call request into a waiting queue; and generating waiting feedback corresponding to the call request, and sending the waiting feedback to the first terminal.
It should be noted that, the user information (including, but not limited to, user equipment information, user personal information, etc.) and the data (including, but not limited to, data for analysis, stored data, presented data, etc.) referred to in the present application are information and data authorized by the user or sufficiently authorized by each party, and the collection, use and processing of the related data are required to comply with the related laws and regulations and standards of the related countries and regions.
Those skilled in the art will appreciate that implementing all or part of the above described methods may be accomplished by way of a computer program stored on a non-transitory computer readable storage medium, which when executed, may comprise the steps of the embodiments of the methods described above. Any reference to memory, database, or other medium used in the various embodiments provided herein may include at least one of non-volatile and volatile memory. The nonvolatile Memory may include Read-Only Memory (ROM), magnetic tape, floppy disk, flash Memory, optical Memory, high density embedded nonvolatile Memory, resistive random access Memory (ReRAM), magnetic random access Memory (Magnetoresistive Random Access Memory, MRAM), ferroelectric Memory (Ferroelectric Random Access Memory, FRAM), phase change Memory (Phase Change Memory, PCM), graphene Memory, and the like. Volatile memory can include random access memory (Random Access Memory, RAM) or external cache memory, and the like. By way of illustration, and not limitation, RAM can be in the form of a variety of forms, such as static random access memory (Static Random Access Memory, SRAM) or dynamic random access memory (Dynamic Random Access Memory, DRAM), and the like. The databases referred to in the various embodiments provided herein may include at least one of relational databases and non-relational databases. The non-relational database may include, but is not limited to, a blockchain-based distributed database, and the like. The processors referred to in the embodiments provided herein may be general purpose processors, central processing units, graphics processors, digital signal processors, programmable logic units, quantum computing-based data processing logic units, etc., without being limited thereto.
The technical features of the above embodiments may be arbitrarily combined, and all possible combinations of the technical features in the above embodiments are not described for brevity of description, however, as long as there is no contradiction between the combinations of the technical features, they should be considered as the scope of the description.
The above examples only represent a few embodiments of the present application, which are described in more detail and are not to be construed as limiting the scope of the present application. It should be noted that it would be apparent to those skilled in the art that various modifications and improvements could be made without departing from the spirit of the present application, which would be within the scope of the present application. Accordingly, the scope of protection of the present application shall be subject to the appended claims.

Claims (15)

1. An account management method, the method comprising:
acquiring a login state of an account of a second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle;
acquiring a call request of a first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle;
And acquiring request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data into a database.
2. The method according to claim 1, wherein the acquiring the login status of the account of the second terminal, when the login status of the account is logged in, after taking the account as an online account, further comprises:
identifying the account number of the second terminal;
when the account is identified as a first type account with auditing rights, a first query request of the first type account is acquired, and the database is queried based on the first query request; and when the account number is identified as a second type account number without auditing authority, acquiring request feedback of the second type account number to the call request.
3. The method of claim 2, wherein the obtaining the first query request for the first type of account number, querying the database based on the first query request, comprises:
and inquiring the database based on the service identifier in the first inquiry request to obtain a plurality of service data corresponding to the service identifier.
4. The method according to claim 2, wherein when the account corresponding to the account information is identified as a first type account having an audit right, the method further comprises:
acquiring a plurality of threshold conditions submitted by the first type account; wherein, each threshold condition corresponds to a service identifier;
determining the threshold condition corresponding to the service data based on the corresponding relation between the service identifier and the service data;
and detecting the relation between the business data and the threshold condition corresponding to the business data, generating threshold feedback corresponding to the business data when the business data meets the threshold condition, and sending the threshold feedback to the first account.
5. The method according to claim 2, wherein when the account corresponding to the account information is identified as the second type account having no auditing authority, the method further comprises:
acquiring a second query request of the second class account; wherein the second query request includes account information;
and inquiring the database based on the account information in the second inquiry request to obtain a plurality of business data corresponding to the account information.
6. The method according to claim 1, wherein the method further comprises:
when the online states of the online account numbers are all non-idle, adding the call request into a waiting queue;
and generating waiting feedback corresponding to the call request, and sending the waiting feedback to the first terminal.
7. An account management device, the device comprising:
the online account acquisition module is used for acquiring the login state of the account of the second terminal, and taking the account as an online account when the login state of the account is logged in; the online state of the online account comprises idle and non-idle;
the call request distribution module is used for acquiring a call request of the first terminal, distributing the call request to an online account with idle online state, and changing the online state of the online account receiving the call request from idle to non-idle;
the service data generation module is used for acquiring the request feedback of the account number to the call request, generating service data corresponding to the call request based on the call request and the request feedback, and storing the service data into a database.
8. The apparatus of claim 7, wherein the acquiring the login status of the account of the second terminal, when the login status of the account is logged in, after taking the account as an online account, further comprises:
The account identification module is used for identifying the account of the second terminal;
the request feedback module is used for acquiring a first query request of the first type account when the account is identified as the first type account with the auditing authority, and querying the database based on the first query request; and when the account number is identified as a second type account number without auditing authority, acquiring request feedback of the second type account number to the call request.
9. The apparatus of claim 8, wherein the request feedback module comprises:
and the first query sub-module is used for querying the database based on the service identifier in the first query request to obtain a plurality of service data corresponding to the service identifier.
10. The apparatus of claim 8, wherein when the account corresponding to the account information is identified as a first type account having an audit right, the request feedback module further comprises:
the threshold condition acquisition sub-module is used for acquiring a plurality of threshold conditions submitted by the first type account; wherein, each threshold condition corresponds to a service identifier;
a correspondence determining sub-module, configured to determine the threshold condition corresponding to the service data based on a correspondence between the service identifier and the service data;
And the threshold feedback sub-module is used for detecting the relation between the service data and the threshold condition corresponding to the service data, generating threshold feedback corresponding to the service data when the service data meets the threshold condition, and sending the threshold feedback to the first-class account.
11. The apparatus of claim 8, wherein when the account corresponding to the account information is identified as the second type account having no auditing authority, the request feedback module further comprises:
the query request acquisition sub-module is used for acquiring a second query request of the second class account; wherein the second query request includes account information;
and the second query sub-module is used for querying the database based on the account information in the second query request to obtain a plurality of business data corresponding to the account information.
12. The apparatus of claim 7, wherein the apparatus further comprises:
the waiting queue determining module is used for adding the call request into a waiting queue when the online states of the online account numbers are all non-idle;
and the waiting feedback generation module is used for generating waiting feedback corresponding to the call request and sending the waiting feedback to the first terminal.
13. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor implements the steps of the method of any of claims 1 to 6 when the computer program is executed.
14. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements the steps of the method of any of claims 1 to 6.
15. A computer program product comprising a computer program, characterized in that the computer program, when being executed by a processor, implements the steps of the method of any of claims 1 to 6.
CN202310085984.7A 2023-01-17 2023-01-17 Account management method, account management device, computer equipment and storage medium Pending CN116132591A (en)

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