CN116156065A - Traffic distribution method and device, electronic equipment and computer readable storage medium - Google Patents

Traffic distribution method and device, electronic equipment and computer readable storage medium Download PDF

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Publication number
CN116156065A
CN116156065A CN202310120137.XA CN202310120137A CN116156065A CN 116156065 A CN116156065 A CN 116156065A CN 202310120137 A CN202310120137 A CN 202310120137A CN 116156065 A CN116156065 A CN 116156065A
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China
Prior art keywords
agent
target
skill
user
information
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CN202310120137.XA
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Chinese (zh)
Inventor
夏福森
蒋宁
吴海英
刘磊
杨锋
杨砚
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Mashang Xiaofei Finance Co Ltd
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Mashang Xiaofei Finance Co Ltd
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Priority to CN202310120137.XA priority Critical patent/CN116156065A/en
Publication of CN116156065A publication Critical patent/CN116156065A/en
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • 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
    • 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
    • H04M3/5233—Operator skill based call distribution

Abstract

The present disclosure provides a traffic distribution method and apparatus, an electronic device, and a computer-readable storage medium, where the method includes: receiving a call request, wherein the call request comprises user information of a calling user; determining a target seat according to the user information and a preset converged routing strategy, wherein the preset converged routing strategy is a strategy which is obtained by fusing a plurality of types of routing strategies and is used for determining the seat for processing the telephone traffic according to a real-time telephone traffic scene, the telephone traffic scene is used for reflecting the state of a historical service seat corresponding to a calling user and the state of the seat under a plurality of skill groups corresponding to a calling request, and the skill groups are skill groups for processing target service corresponding to the calling request; the traffic of the call request is distributed to the target agents. According to the embodiment of the invention, the target agent for processing the current telephone traffic can be flexibly and accurately determined, and the telephone traffic of the call request is accurately distributed to the target agent.

Description

Traffic distribution method and device, electronic equipment and computer readable storage medium
Technical Field
The present disclosure relates to the field of communications technologies, and in particular, to a traffic distribution method and apparatus, an electronic device, and a computer readable storage medium.
Background
Enterprises can generally communicate with users through a call center (call center) system, which is also called a user service center, and generally utilizes computer communication technology to process telephone consultation from enterprises and users, and particularly has the capability of processing a large number of incoming calls simultaneously and also has a calling number display function.
At present, when a call center system performs traffic distribution according to a client grade, a client label or a skill set corresponding to a service selected and processed by a client, the call center system performs traffic distribution aiming at a call request of the client, and the distribution mode often has the problems of low flexibility and incapability of adapting to complex traffic scenes.
Disclosure of Invention
The disclosure provides a traffic distribution method and device, electronic equipment and a computer readable storage medium.
In a first aspect, the present disclosure provides a traffic allocation method, the traffic allocation method comprising:
receiving a call request, wherein the call request comprises user information of a calling user;
determining a target agent according to the user information and a preset converged routing strategy, wherein the preset converged routing strategy is a strategy which is obtained by converging a plurality of types of routing strategies and is used for determining the agent for processing telephone traffic according to a real-time telephone traffic scene, the telephone traffic scene is used for reflecting the state of a historical service agent corresponding to the calling user and the state of the agent under a plurality of skill groups corresponding to the calling request, and the skill groups are used for processing target service corresponding to the calling request;
And distributing the telephone traffic of the call request to the target agent.
In a second aspect, the present disclosure provides a traffic distribution device comprising:
a receiving unit, configured to receive a call request, where the call request includes user information of a calling user;
a determining unit, configured to determine a target agent according to the user information and a preset converged routing policy, where the preset converged routing policy is a policy obtained by fusing multiple types of routing policies and used for determining an agent for processing traffic according to a real-time traffic scenario, where the traffic scenario is used to reflect a state of a historical service agent corresponding to the calling user and a state of an agent under multiple skill sets corresponding to the calling request, and the multiple skill sets are skill sets for processing a target service corresponding to the calling request;
and the distribution unit is used for distributing the telephone traffic of the call request to the target seat.
In a third aspect, the present disclosure provides an electronic device comprising: at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores one or more computer programs executable by the at least one processor, the one or more computer programs being executable by the at least one processor to enable the at least one processor to perform the traffic distribution method of the first aspect described above.
In a fourth aspect, the present disclosure provides a computer readable storage medium having stored thereon a computer program, wherein the computer program, when executed by a processor, implements the traffic allocation method of the first aspect described above.
According to the embodiment provided by the disclosure, after a call request is received, through the preset converged routing strategy of the agents for processing the call according to the user information in the call request and the real-time traffic scene obtained by fusing the various types of routing strategies, the call center system can flexibly and accurately determine the target agents for processing the current call according to the state of the historical service agents corresponding to the call user reflected by the current real-time traffic scene and the states of the agents under the skill groups for processing the target service corresponding to the call request, and further accurately distribute the call requested call to the target agents. Because the traffic distribution is determined by fusing a plurality of types of routing strategies when the traffic distribution is performed, the call center system can be enabled to balance the states of all agents capable of processing the call request based on the preset fused routing strategy, the target agents which can be more suitable for the current traffic scene can be flexibly and accurately determined, and the traffic distribution can be more balanced and reasonable.
It should be understood that the description in this section is not intended to identify key or critical features of the embodiments of the disclosure, nor is it intended to be used to limit the scope of the disclosure. Other features of the present disclosure will become apparent from the following specification.
Drawings
The accompanying drawings are included to provide a further understanding of the disclosure, and are incorporated in and constitute a part of this specification, illustrate embodiments of the disclosure and together with the description serve to explain the disclosure, without limitation to the disclosure. The above and other features and advantages will become more readily apparent to those skilled in the art by describing in detail exemplary embodiments with reference to the attached drawings, in which:
fig. 1 is a flow chart of a traffic allocation method provided by an embodiment of the present disclosure;
FIG. 2 is a first flow chart for determining a target agent provided by an embodiment of the present disclosure;
FIG. 3 is a second flowchart for determining a target agent provided by an embodiment of the present disclosure;
FIG. 4 is a third flow chart for determining a target agent provided by an embodiment of the present disclosure;
fig. 5 is a block diagram of a traffic distribution device provided by an embodiment of the present disclosure;
fig. 6 is a block diagram of an electronic device according to an embodiment of the present disclosure.
Detailed Description
For a better understanding of the technical solutions of the present disclosure, exemplary embodiments of the present disclosure will be described below with reference to the accompanying drawings, in which various details of the embodiments of the present disclosure are included to facilitate understanding, and they should be considered as merely exemplary. Accordingly, one of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the present disclosure. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.
Embodiments of the disclosure and features of embodiments may be combined with each other without conflict.
As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed items.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. As used herein, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms "comprises" and/or "comprising," when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. The terms "connected" or "connected," and the like, are not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect.
Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and the present disclosure, and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.
In the related art, when a call center system receives a call request of a user, in traffic distribution, a user grade or a user label is generally judged according to a user incoming call number or based on user information acquired by an interactive voice response (IVR, interactive Voice Response) application, a skill set for processing a current user grade or a user label is determined according to a preset corresponding relation between the user grade or the user label and the skill set, and traffic is transferred to an agent under the skill set for processing; or, the service node information of the manual task selected to be transferred by the user in the interactive voice response application is obtained, the skill set for processing the current client level is determined according to the corresponding relation between the preset service node and the skill set, and the telephone traffic is transferred to the seat under the skill set for processing, wherein the service node can be, for example, a pre-sale consultation node, and the call center system can access the telephone traffic to the seat under the pre-sale skill set for processing; alternatively, in the case where the call request sent by the user includes an extension, the call center system may directly transfer the traffic to the agent corresponding to the extension. It should be noted that, in the call center system, a skill set is a specific functional set that is logically divided, and the skill set may be used to manage a plurality of agents having the same or similar skills; in a call center system, multiple skill sets are typically included, and an agent may be uniquely affiliated with one skill set or may be affiliated with multiple different skill sets simultaneously.
As can be seen from the above description, in the related art, the agents for processing the traffic are often determined based on a single routing policy, for example, a skill set is determined according to a user level or a user label, so that the agents are selected from the skill set to process the current traffic, and the traffic allocation method has the problems of poor flexibility and low call completing rate in complex traffic scenes.
To solve the above-mentioned problems in the related art, an embodiment of the present disclosure provides a traffic allocation method, please refer to fig. 1, which is a flowchart of the traffic allocation method provided by the embodiment of the present disclosure. The method can be applied to electronic equipment, wherein the electronic equipment can be equipment running with a call center system, or can also be equipment capable of communicating and interacting with the call center system, and the electronic equipment can be a server, for example, and the server can be a physical server or a virtual server.
As shown in fig. 1, the traffic allocation method provided by the embodiment of the present disclosure may include the following steps S101 to S103, which are described in detail below.
Step S101, a call request is received, where the call request includes user information of a calling user.
In the embodiment of the disclosure, the call request may be an incoming call request sent by a user operating a terminal device, such as a mobile phone, to dial a hotline phone of an enterprise.
The user information in the call request may be at least the user number of the calling user, which may be his mobile phone number, for example, in case the user dials an enterprise hotline phone using his mobile phone.
In some embodiments, in consideration of the fact that an IVR application is generally set in the call center system, the IVR application may acquire, after receiving a user call request, a service identifier or other information of a target service selected to be processed by the user through interaction with the user, so that the user information of the call request may further include the service identifier. Of course, this is merely illustrative, and in actual implementation, the user information may also include other information, for example, may also include one or more of user class of the user or user tag, and the present invention is not limited thereto.
Step S102, determining a target agent according to user information and a preset converged routing strategy, wherein the preset converged routing strategy is a strategy which is obtained by converging a plurality of types of routing strategies and is used for determining an agent for processing telephone traffic according to a real-time telephone traffic scene, the telephone traffic scene is used for reflecting the state of a historical service agent corresponding to a calling user and the state of the agent under a plurality of skill groups corresponding to a calling request, and the skill groups are skill groups for processing target service corresponding to the calling request.
In the embodiment of the present disclosure, the preset converged routing policy may at least include a first routing policy, a second routing policy, and a third routing policy.
The first routing policy may be a priority policy of a latest service agent, that is, the first routing policy may be a policy of distributing traffic based on a historical service agent corresponding to a calling user, where the historical service agent may be an agent that has recently processed a historical call request of the calling user, and a service requested to be processed by the historical call request is a call request corresponding to a target service requested to be processed by a call request sent by the current calling user.
For example, if the current call request of the user is for consulting service 1, an agent may be selected as the target agent from the agents that have served the user for service 1 that are closest to the current time.
The second routing policy may be an optimal skill set priority policy, i.e., a policy that assigns traffic based on a skill set corresponding to the call request. For example, if the call request of the user is used to consult the service 1, a skill set satisfying the condition may be selected from one or more preset skill sets for processing the service 1, and an agent may be selected as a target agent from among the skill sets.
The third routing policy may be a spam policy, that is, a policy in the case that the routing policy cannot determine the target agent, where the third routing policy may be, for example, an agent that selects an artificial intelligence agent as the target agent, where the artificial intelligence agent is an agent that provides services for a user based on artificial intelligence (AI, artificial Intelligence), and the agent may specifically be an agent that implements interaction with the user based on voice recognition and voice response application. That is, in the embodiment of the present disclosure, an artificial intelligence agent implemented based on an artificial intelligence technology may be set as a spam agent, so that, in a case that a suitable artificial agent cannot be determined based on other routing policies, user traffic may still be accepted by the artificial intelligence agent, so as to improve user experience, and avoid a situation that a user runs off because a call cannot be connected.
In the embodiment of the disclosure, the preset converged routing policy may be a policy based on the first routing policy, the second routing policy, and the third routing policy to determine a target agent according to a current real-time traffic scenario; of course, in actual implementation, the preset converged routing policy may further include other policies, for example, determining a skill set with a client level or a client tag, and further determining a fourth routing policy of the target agent, and may further include determining a fifth routing policy of the target agent according to an extension number in the call request, which is not limited herein.
In practical implementation, when the preset converged routing policy determines the target agent based on at least the three routing policies, priorities of the three routing policies may be set, that is, the target agent is determined according to the first routing policy first, the target agent is determined according to the second routing policy if the target agent cannot be determined, and the target agent is determined according to the third routing policy if the target agent still cannot be determined, so as to select a more accurate agent as possible to serve as a calling user, thereby improving user experience.
In the embodiment of the present disclosure, the traffic scenario may be determined by the call center system obtaining a state of a history service agent corresponding to a current call user and a state of an agent under a plurality of skill groups corresponding to a call request currently sent by the call user, where the state of the agent at least includes a state for indicating whether the agent is currently idle, that is, whether the agent is idle.
Step S103, the traffic of the call request is distributed to the target agent.
After determining the target user for accepting the traffic of the call request sent by the current call user based on the preset converged routing policy according to the above step S102, the traffic of the call request may be distributed to the target agent, that is, a call connection between the call user and the target agent is established, so that the target agent serves the call user.
It can be seen that, according to the traffic distribution method provided by the embodiment of the present disclosure, after a call request is received, by using a preset converged routing policy obtained according to user information in the call request and by fusing multiple types of routing policies and used for determining an agent for processing traffic according to a real-time traffic scene, a call center system can flexibly and accurately determine a target agent for processing current traffic according to a state of a historical service agent corresponding to the call user reflected by a current real-time traffic scene and a state of an agent under multiple skill sets for processing a target service corresponding to the call request, thereby accurately distributing the traffic of the call request to the target agent. Because the traffic distribution is determined by fusing a plurality of types of routing strategies when the traffic distribution is performed, the call center system can be enabled to balance the states of all agents capable of processing the call request based on the preset fused routing strategy, the target agents which can be more suitable for the current traffic scene can be flexibly and accurately determined, and the traffic distribution can be more balanced and reasonable.
Referring to fig. 2, a first flowchart for determining a target agent is provided in an embodiment of the present disclosure. As can be seen from the foregoing description, in the embodiment of the present disclosure, the preset converged routing policy may include a first routing policy, a second routing policy, and a third routing policy with sequentially decreasing priorities, and in this embodiment, determining the target agent in step S102 according to the user information and the preset converged routing policy may include:
Step S201, determining a target agent according to user information and a first routing strategy, wherein the first routing strategy is a strategy for carrying out traffic distribution based on a history service agent corresponding to a calling user, the history service agent comprises an agent which has recently processed a history call request of the calling user, and a service requested to be processed by the history call request corresponds to a target service requested to be processed by the call request.
Step S202, under the condition that the target agent is not determined based on the first routing strategy, a skill set corresponding to the call request is obtained according to the user information, and the target agent is determined according to the skill set and a second routing strategy, wherein the second routing strategy is a strategy for carrying out traffic distribution based on the skill set corresponding to the call request, and the skill set comprises a plurality of skill sets.
In step S203, in the case that the target agent is not determined based on the second routing policy, the target agent is determined based on a third routing policy, where the third routing policy is a policy for distributing traffic to the artificial intelligence agents for processing.
That is, in the embodiment of the present disclosure, after receiving a call request of a calling user, it may be determined, according to user information, whether the call request is a repeated call, that is, whether the call request is a repeated call for the same service or an associated service, if so, considering that an agent for the calling user may better understand the service problems of user behavior habits and user consultation, so that a history service agent that has recently served for the calling user for the service may be obtained as a target agent.
In actual implementation, if the target agent cannot be determined based on the first routing policy, in order to improve the agent call completing rate, a skill set corresponding to the call request may be determined according to the user information, and an agent is determined as the target agent from the agents under a plurality of skill sets of the skill set for processing the target service.
If it is not determined that the artificial agent serving the call user is a target agent based on both of the above-mentioned two types of routing policies, then in order to avoid directly hanging up the call and affecting the user experience, it may be determined that the artificial intelligent agent is a spam agent based on the third routing policy.
Therefore, according to the method provided by the embodiment of the disclosure, the target agent for receiving the current telephone traffic is determined based on the preset fusion routing strategies which are at least fused with the three types of routing strategies, so that on one hand, the service efficiency of the agent can be improved, and on the other hand, the call completing rate of the agent can be improved by setting a plurality of skill groups for one service; on the other hand, by setting the artificial intelligent agent as the base seat, the problem that the user experience is possibly affected when the user call is hung up because the artificial agent cannot be determined can be avoided.
Referring to fig. 3, a second flowchart for determining a target agent is provided in an embodiment of the present disclosure. As shown in fig. 3, in some embodiments, the user information may include a user number of the calling user and a service identifier of a target service selected for processing by the calling user, and in this embodiment, determining the target agent according to the user information and the first routing policy described in the above step S201 may include:
step S301, obtaining request processing information of k times of history call requests which are corresponding to a calling user and are nearest to the current moment according to the user number and the service identifier, wherein k is a preset repeated call seat threshold value, the service requested to be processed by the history call requests and the target service meet a preset association relation, and the request processing information comprises information of history service seats corresponding to the k times of history call requests.
In the embodiment of the present disclosure, k is an integer greater than 0, that is, considering that if the boundary of the service agent is not defined when the target agent is determined based on the first routing policy, that is, the most recent service agent priority policy, the agent that serves the current call user longer than the current time may be determined as the target agent, however, because the agent serves the current call user longer than the current time, for example, one year ago, its history experience may not have a beneficial effect on the current traffic, in the embodiment of the present disclosure, the threshold k is set to define the boundary for acquiring the history service agent corresponding to the call user that issues the current call request.
In the embodiment of the present disclosure, the service requested to be processed by the history call request and the target service satisfy a preset association relationship, that is, the service and the target service may be the same service, or may also be a service having an association relationship, for example, a service having a hierarchical relationship.
Step S302, a history service seat set is obtained according to the request processing information.
In practical implementation, when an agent completes one call, the call center system may store request information of a call request in the call, for example, a request identifier, information of a sending request user, for example, information of a user identifier, a user number, and information of an agent identifier of a service agent, etc. into a database, for example, a Redis database, so that after receiving a call request of a current user, at least information of a history service agent of a history call request corresponding to the call user may be queried from the database as request processing information corresponding to the call user.
Step S303, determining a target agent according to first state information of each historical service agent in the historical service agent set, wherein the first state information is used for indicating whether the corresponding historical service agent is in an idle state or not.
In the embodiment of the disclosure, whether the agent is in an idle state refers to whether the agent is in an online and idle state; it will be appreciated that if the agent is not currently on line or in a busy, small rest state, it is indicative that the agent is not in an idle state.
In actual implementation, a history service agent in an idle state may be selected as a target agent from the history service agent set in determining the history service agent set.
In addition, in some embodiments, considering that the history service agents closest to the current moment may provide better service for the user, in order to improve the problem solving efficiency, the determining the target agent according to the first status information of each history service agent in the history service agent set in the step S303 may be: according to the first state information, selecting a history service agent currently in an idle state to construct a first candidate agent set; and sequencing the historical service agents in the first candidate agent set according to the historical time of the historical service agents in the first candidate agent set serving as the calling user, and determining the historical service agents with the ranks meeting the preset condition as target agents, wherein the preset condition indicates that the historical event corresponding to the historical service agents is nearest to the current time.
Therefore, in the embodiment of the disclosure, when the call request sent by the calling user is determined to be a repeated call, the target agent in the idle state is determined from the historical service agents which have recently served the calling user, so that the agent can provide more accurate service for the user, and further user experience is improved.
Referring to fig. 4, a third flowchart for determining a target seat is provided in an embodiment of the present disclosure. As shown in fig. 4, in some embodiments, the user information may include a service identifier of a target service selected for processing by the calling user, and in this embodiment, according to the user information, acquiring a skill set corresponding to the call request and determining, according to the skill set and the second routing policy, the target agent may include:
step S401, inquiring information of a plurality of skill sets for processing target business according to business identification to obtain a skill set.
In the related art, only one skill set is often set for one service, so that if no idle seat exists under the skill set corresponding to a certain service and the queuing number corresponding to the skill set exceeds a threshold, only the hang-up user call can be selected, and the problem of poor user experience exists. Therefore, in the embodiment of the present disclosure, a plurality of skill sets may be set for a service, so as to avoid the problem that the user cannot successfully connect the user because there is no user in an idle state in a single skill set, and improve the user connection rate of the user.
In actual implementation, the call center system can prompt the user to select the service information of the target service to be processed through the IVR application under the condition that the incoming call of the user is received so as to obtain the service identifier; of course, the service identifier may also be obtained according to a incoming call dialed by the user, which is not particularly limited herein.
Step S402, acquiring a first skill set with a first priority from all skill sets in the skill set.
In the embodiment of the disclosure, the skill sets in the skill set corresponding to a service may have multiple priorities, that is, in order to provide a service for a user as accurately as possible under the condition of improving the call completing rate of the agent, when determining the target agent based on the second routing policy, a first skill set of a first priority may be set for a service to determine the target agent preferentially from the agents under the first skill set, and if the target agent cannot be determined according to the first skill set, the target agent may be determined from the agents under the skill sets of other priorities.
Step S403, obtaining information of agents belonging to the first skill set, and constructing a first candidate agent set.
Step S404, determining a target agent according to the first candidate agent set.
In step S405, under the condition that the target agent is not determined based on the first candidate agent set, information of agents belonging to other skill sets is acquired to construct a second candidate agent set, and the target agent is determined according to the second candidate agent set, where the other skill sets are any one or more skill sets except the first skill set in the skill set.
Therefore, based on the method provided by the embodiment of the disclosure, not only accurate service can be provided for the user, but also the seat call completing rate can be greatly improved.
With continued reference to fig. 4, in some embodiments, determining the target agent from the first set of candidate agents described in step S404 may include:
step S404-1, obtaining second state information of each agent in the first candidate agent set, wherein the second state information is used for indicating whether the corresponding agent is in an idle state.
In step S404-2, when it is determined that an agent in an idle state exists in the first candidate agent set according to the second state information, an agent in an idle state is selected from the first candidate agent set as a target agent.
Step S404-3, when it is determined that no agents in an idle state exist in the first candidate agent set according to the second state information, a first number of first queuing users in the first queuing queue is obtained, and when the first number is smaller than a first preset threshold, a target user identifier of the calling user is added to the first queuing queue for queuing, so as to determine the target agents.
The first queuing queue is used for storing information of a first queuing user, and the first queuing user is a user waiting for a call request sent by the first queuing user to be processed by an agent in an idle state, which belongs to a first skill group.
That is, in the embodiment of the present disclosure, if an agent in an idle state exists in the agents under the first skill set, an agent may be arbitrarily selected as a target agent from the agents in the idle state; if the agents in the idle state do not exist in the agents in the first skill group, the first number of the first queuing users in the first queuing queue corresponding to the first skill group can be obtained, if the first number does not exceed the first preset threshold, the agents in the first skill group can be indicated to be enough to accept the traffic, the target user identification of the calling user can be placed in the first queuing queue for queuing, so that the idle agents are released in the first skill group, namely, when a certain agent is changed from the busy state to the idle state, the idle agent is determined to be the target agent.
It can be appreciated that, because the target user identifier is placed in the first queuing queue for queuing, in the case that an idle agent appears in the agents under the first skill set, the target user identifier is required to be in the first position in the first queuing queue to determine that the idle agent is the target agent.
In addition, if the first number exceeds the first preset threshold in this embodiment, it indicates that the agents under the first skill set are insufficient to accept the current traffic in the current traffic scenario, so in order to improve the call completing rate of the agents, the user experience is prevented from being affected by directly hanging up the call, and an agent in an idle state may be selected from the second candidate agent set as the target agent.
With continued reference to fig. 4, in some embodiments, determining the target agent from the second set of candidate agents described in step S405 above may include:
step S405-1, obtaining third status information of each agent in the second candidate agent set, where the third status information is used to indicate whether the corresponding agent is in an idle state.
Step S405-2, selecting an agent in an idle state from the second candidate agent set as a target agent when the agent in the idle state exists in the second candidate agent set according to the third state information.
Step S405-3, when it is determined that no agents in the idle state exist in the second candidate agent set according to the third state information, obtaining a second number of second queuing users in each second queuing queue, and when any second number is smaller than a second preset threshold, adding a target user identifier to each second queuing queue for queuing to determine a target agent.
The number of the second queuing queues is at least one, the at least one second queuing queue corresponds to one skill group in other skill groups respectively, each second queuing queue is used for storing information of all second queuing users in the other skill groups, and the second queuing users are users waiting for the call request sent by the second queuing users to be processed by agents in idle states which belong to the other skill groups.
In such an embodiment, if there is an agent in an idle state in the second candidate agent set, the agent may be determined to be the target agent.
In some embodiments, if there are multiple agents in the second candidate agent set in the idle state, in order to enable the agents to provide services for users as accurate as possible, the agents in the idle state may be ranked according to priorities of skill groups to which the agents in the idle state belong, and the agents in the idle state under the skill group with the highest priority ranking may be determined as target agents.
In addition, if no agents in an idle state exist in the second candidate agent set, the second number of queuing users in the second queuing queue corresponding to each of the other skill sets is required to be obtained, if a certain second number is smaller than a second preset threshold, it can be determined that the conditions for receiving the current telephone traffic can be met under the other skill sets, so that the target user identifiers of the calling users can be placed in all the second queuing queues for ordering, and under the condition that the agents in the idle state appear under a certain skill set in the other skill sets, the agents can be timely determined as the target agents to receive the current call request, so that the agent connection efficiency is improved.
It should be noted that, in this embodiment, when a certain second number is smaller than a second preset threshold, the target user identities of the calling users are placed in all the second queuing queues, but not in the second queuing queues corresponding to the second number, which considers that in actual processing, the time for processing the traffic by different skill sets may not be the same, so, in order to raise the call completing rate of the agents as much as possible, only it is required to confirm that the other skill sets are enough to accept the traffic currently, the target user identities may be placed in all the second queuing queues for queuing.
Therefore, according to the method provided by the embodiment of the disclosure, the plurality of skill sets are set for the target service, the target agent is preferentially determined in the agents under the first skill set with the first priority, and the target agent is determined from the agents under the other skill sets under the condition that the target agent cannot be determined based on the first skill set, so that the agent connection efficiency can be improved, the agent service quality can be improved as much as possible, and further the user experience is improved.
In some embodiments, adding the target user identifier to each second queuing queue for queuing as described in step S405-3 above to determine the target agent includes: determining the agent as a target agent under the condition that the agent corresponding to any one of the other skill sets is in an idle state and the ranking of the target user identification in the second queuing queue corresponding to the skill set meets the preset condition; and the calling subscriber is removed from all of the second queuing queues.
That is, when the target user identifier is placed in all the second queuing queues to wait for queuing, if an idle agent appears under other skill sets, the ranking of the target user identifier of the calling user in the second queuing queue corresponding to the skill set may satisfy a preset condition, that is, the agent is determined to be the target agent when the ranking is placed in the first position.
It should be noted that, in the above embodiment, when determining the target agent according to the user information and the preset converged routing policy, determining whether the target agent can be determined sequentially is performed by adopting a difference of priorities according to each routing policy; in some embodiments, the user information may include the user number of the calling user and the service identifier of the target service selected and processed by the calling user, so as to increase the determination speed of the target agent, to increase the agent connection efficiency and accuracy, and the determining the target agent according to the user information and the preset converged routing policy in the step S102 may be: and inputting the user number and the service identifier into a seat decision model obtained by training in advance to perform seat prediction processing to obtain a target seat, wherein the seat decision model is a decision model fused with various routing strategies.
That is, in the embodiment of the present disclosure, an agent decision model fused with multiple routing policies may be trained in advance, where the agent decision model obtains, according to a user number and a service identifier, first feature information corresponding to the call request sent by a calling user, obtains second feature information of each agent in an idle state under all skill sets, and determines, by matching the first feature information and the second feature information, an agent with the highest matching degree as a target agent.
The first characteristic information may be characteristic information obtained by analyzing behavior data of the calling user, and the behavior data of the user may include user basic attributes such as data of gender, age, etc., and historical call behavior data such as data of a question of selecting consultation, a service good rating, etc. in a historical call.
The second characteristic information may be information reflecting that the agent describes the characteristics of the agent in terms of the area of the agent's good handling service, the type of good service user, and the like.
Therefore, in the embodiment of the disclosure, by training the agent decision model for deciding the target agent, which is fused with various routing strategies, the target agent can be obtained quickly and accurately directly based on the agent decision model after receiving the call request sent by the calling user, so as to improve the agent connection efficiency and provide accurate service for the user.
In addition, it should be noted that, in the above embodiment, when determining the target agent based on the preset converged routing policy, the target agent is determined in turn by using different priorities of each routing policy, and in actual implementation, a configuration interface may also be provided for a user, and the user may freely configure multiple routing policies based on the configuration interface, and may also select whether to use a certain routing policy when determining the target agent, for example, if the user selects not to use the first routing policy in the configuration interface, the user may determine the target agent directly based on the second routing policy when determining the target agent.
In summary, in the traffic distribution method provided by the embodiment of the present disclosure, by using a preset converged routing policy, a target seat problem can be flexibly distributed to a call request traffic in a complex traffic scenario; in addition, aiming at the received call request, the history service agent is firstly obtained, and the target agent is selected from the history service agent under the condition that the history service agent meets the condition, so that the solution efficiency of the user problem can be improved, and the user experience is further improved; in addition, by setting a skill group set formed by a plurality of skill groups with different priorities for the same processing event, queuing in the skill groups can be supported simultaneously when telephone traffic is distributed, and the call completing rate is further improved; finally, by arranging the artificial intelligence seat with the bottom, the seat call completing rate can be improved as much as possible, and the effect of saving the labor cost of enterprises can be achieved under the condition that the user problem is a simple problem.
It will be appreciated that the above-mentioned method embodiments of the present disclosure may be combined with each other to form a combined embodiment without departing from the principle logic, and are limited to the description of the present disclosure. It will be appreciated by those skilled in the art that in the above-described methods of the embodiments, the particular order of execution of the steps should be determined by their function and possible inherent logic.
In addition, the disclosure further provides a traffic distribution device, an electronic device, and a computer readable storage medium, where the foregoing may be used to implement any of the traffic distribution methods provided in the disclosure, and corresponding technical schemes and descriptions and corresponding descriptions referring to method parts are not repeated.
Fig. 5 is a block diagram of a traffic distribution device provided in an embodiment of the present disclosure.
Referring to fig. 5, an embodiment of the present disclosure provides a traffic distribution apparatus 500 including: a receiving unit 501, a determining unit 502 and an allocating unit 503.
The receiving unit 501 is configured to receive a call request, where the call request includes user information of a calling user.
The determining unit 502 is configured to determine a target agent according to user information and a preset converged routing policy, where the preset converged routing policy is a policy obtained by fusing multiple types of routing policies and used for determining an agent for processing traffic according to a real-time traffic scenario, and the traffic scenario is used for reflecting a state of a historical service agent corresponding to a calling user and a state of an agent under multiple skill sets corresponding to a call request, where the multiple skill sets are skill sets for processing a target service corresponding to the call request.
The allocation unit 503 is configured to allocate traffic of the call request to the target agent.
In some embodiments, the preset fusion routing policy includes a first routing policy, a second routing policy and a third routing policy with sequentially decreasing priorities; the determining unit 502 may be configured to, when determining the target agent according to the user information and the preset converged routing policy: determining a target agent according to the user information and a first routing strategy, wherein the first routing strategy is a strategy for carrying out traffic distribution based on a history service agent corresponding to a calling user, the history service agent comprises an agent which has recently processed a history call request of the calling user, and a service requested to be processed by the history call request corresponds to a target service requested to be processed by the call request; under the condition that the target seat is not determined based on the first routing strategy, acquiring a skill set corresponding to the call request according to the user information, and determining the target seat according to the skill set and a second routing strategy, wherein the second routing strategy is a strategy for carrying out traffic distribution based on the skill set corresponding to the call request, and the skill set comprises a plurality of skill sets; and in the case that the target agent is not determined based on the second routing strategy, determining the target agent based on a third routing strategy, wherein the third routing strategy is used for distributing the traffic to the artificial intelligence agent for processing.
In some embodiments, the user information includes a user number of the calling user and a service identification of a target service selected for processing by the calling user; the determining unit 502, when determining the target agent according to the user information and the first routing policy, may be configured to: acquiring request processing information of k historical call requests which correspond to a calling user and are nearest to the current moment according to the user number and the service identifier, wherein k is a preset repeated call seat threshold value, the service requested to be processed by the historical call requests and the target service meet a preset association relation, and the request processing information comprises information of a historical service seat corresponding to the k historical call requests; acquiring a history service seat set according to the request processing information; and determining a target agent according to the first state information of each historical service agent in the historical service agent set, wherein the first state information is used for indicating whether the corresponding historical service agent is in an idle state or not.
In some embodiments, the user information includes a service identification of a target service selected for processing by the calling user; the determining unit 502 may be configured to, when acquiring a skill set corresponding to the call request according to the user information, and determining the target agent according to the skill set and the second routing policy: inquiring information of a plurality of skill sets for processing target business according to the business identification to obtain a skill set; acquiring a first skill set at a first priority from all skill sets in the skill set; acquiring information of agents belonging to a first skill set, and constructing a first candidate agent set; determining a target agent according to the first candidate agent set; under the condition that the target agent is not determined based on the first candidate agent set, acquiring information of agents belonging to other skill sets to construct a second candidate agent set, and determining the target agent according to the second candidate agent set, wherein the other skill sets are any one or more skill sets except the first skill set in the skill set.
In some embodiments, the determining unit 502, when determining the target agent according to the first candidate agent set, may be configured to: acquiring second state information of each agent in the first candidate agent set, wherein the second state information is used for indicating whether the corresponding agent is in an idle state or not; under the condition that the first candidate agent set is determined to have the agent in the idle state according to the second state information, selecting an agent in the idle state from the first candidate agent set as a target agent; under the condition that the agents in the idle state do not exist in the first candidate agent set according to the second state information, a first number of first queuing users in a first queuing queue is obtained, and under the condition that the first number is smaller than a first preset threshold value, target user identifiers of calling users are added into the first queuing queue to be queued for determining the target agents, wherein the first queuing queue is used for storing information of the first queuing users, and the first queuing users are users which are subject to the processing of the agents in the idle state for waiting for call requests sent by the first queuing users.
In some embodiments, the determining unit 502, when determining the target agent according to the second candidate agent set, may be configured to: acquiring third state information of each agent in the second candidate agent set, wherein the third state information is used for indicating whether the corresponding agent is in an idle state or not; under the condition that the agents in the idle state exist in the second candidate agent set according to the third state information, selecting an agent in the idle state from the second candidate agent set as a target agent; and under the condition that the agents in the idle state do not exist in the second candidate agent set according to the third state information, acquiring a second number of second queuing users in each second queuing queue, and adding a target user identifier into each second queuing queue to carry out queuing waiting under the condition that any second number is smaller than a second preset threshold value so as to determine the target agents, wherein the number of the second queuing queues is at least one, the at least one second queuing queue corresponds to one of the other skill sets respectively, each second queuing queue is used for storing information of all second queuing users in the other skill sets, and the second queuing users are users which wait for processing of the agents in the idle state, of which call requests sent by the second queuing users are affiliated to the other skill sets.
In some embodiments, the determining unit 502 may be configured to, when adding the target user identifier to each second queuing queue for queuing to determine the target agent: determining the agent as a target agent under the condition that the agent corresponding to any one of the other skill sets is in an idle state and the ranking of the target user identification in the second queuing queue corresponding to the skill set meets the preset condition; and, the target user identification is removed from all of the second queuing queues.
As can be seen, according to the traffic distribution device provided by the embodiment of the present disclosure, after the receiving unit 501 receives the call request, the determining unit 502 flexibly and accurately determines the target agent for processing the current traffic by fusing the user information in the call request and the preset fused routing policy of the agent for determining the processing traffic according to the real-time traffic scene, so that the call center system can accurately distribute the traffic of the call request to the target agent according to the state of the historical service agent corresponding to the call user reflected by the current real-time traffic scene and the states of the agents under the skill sets for processing the target service corresponding to the call request. Because the traffic distribution is determined by fusing a plurality of types of routing strategies when the traffic distribution is performed, the call center system can be enabled to balance the states of all agents capable of processing the call request based on the preset fused routing strategy, the target agents which can be more suitable for the current traffic scene can be flexibly and accurately determined, and the traffic distribution can be more balanced and reasonable.
Fig. 6 is a block diagram of an electronic device according to an embodiment of the present disclosure.
Referring to fig. 6, an embodiment of the present disclosure provides an electronic device 600 including: at least one processor 601; at least one memory 602, and one or more I/O interfaces 603, connected between the processor 601 and the memory 602; the memory 602 stores one or more computer programs executable by the at least one processor 601, and the one or more computer programs are executed by the at least one processor 601 to enable the at least one processor 601 to perform the traffic allocation method described above.
The disclosed embodiments also provide a computer readable storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the traffic allocation method described above. The computer readable storage medium may be a volatile or nonvolatile computer readable storage medium.
Embodiments of the present disclosure also provide a computer program product comprising computer readable code, or a non-transitory computer readable storage medium carrying computer readable code, which when executed in a processor of an electronic device, performs the above-described traffic allocation method.
Those of ordinary skill in the art will appreciate that all or some of the steps, systems, functional modules/units in the apparatus, and methods disclosed above may be implemented as software, firmware, hardware, and suitable combinations thereof. In a hardware implementation, the division between the functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be performed cooperatively by several physical components. Some or all of the physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application specific integrated circuit. Such software may be distributed on computer-readable storage media, which may include computer storage media (or non-transitory media) and communication media (or transitory media).
The term computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable program instructions, data structures, program modules or other data, as known to those skilled in the art. Computer storage media includes, but is not limited to, random Access Memory (RAM), read Only Memory (ROM), erasable Programmable Read Only Memory (EPROM), static Random Access Memory (SRAM), flash memory or other memory technology, portable compact disc read only memory (CD-ROM), digital Versatile Discs (DVD) or other optical disc storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by a computer. Furthermore, as is well known to those of ordinary skill in the art, communication media typically embodies computer readable program instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and may include any information delivery media.
The computer readable program instructions described herein may be downloaded from a computer readable storage medium to a respective computing/processing device or to an external computer or external storage device over a network, such as the internet, a local area network, a wide area network, and/or a wireless network. The network may include copper transmission cables, fiber optic transmissions, wireless transmissions, routers, firewalls, switches, gateway computers and/or edge servers. The network interface card or network interface in each computing/processing device receives computer readable program instructions from the network and forwards the computer readable program instructions for storage in a computer readable storage medium in the respective computing/processing device.
Computer program instructions for performing the operations of the present disclosure can be assembly instructions, instruction Set Architecture (ISA) instructions, machine-related instructions, microcode, firmware instructions, state setting data, or source or object code written in any combination of one or more programming languages, including an object oriented programming language such as Smalltalk, c++ or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The computer readable program instructions may be executed entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computer (for example, through the Internet using an Internet service provider). In some embodiments, aspects of the present disclosure are implemented by personalizing electronic circuitry, such as programmable logic circuitry, field Programmable Gate Arrays (FPGAs), or Programmable Logic Arrays (PLAs), with state information of computer readable program instructions, which can execute the computer readable program instructions.
The computer program product described herein may be embodied in hardware, software, or a combination thereof. In an alternative embodiment, the computer program product is embodied as a computer storage medium, and in another alternative embodiment, the computer program product is embodied as a software product, such as a software development kit (Software Development Kit, SDK), or the like.
Various aspects of the present disclosure are described herein with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the disclosure. It will be understood that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer-readable program instructions.
These computer readable program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks. These computer readable program instructions may also be stored in a computer readable storage medium that can direct a computer, programmable data processing apparatus, and/or other devices to function in a particular manner, such that the computer readable medium having the instructions stored therein includes an article of manufacture including instructions which implement the function/act specified in the flowchart and/or block diagram block or blocks.
The computer readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other devices to cause a series of operational steps to be performed on the computer, other programmable apparatus or other devices to produce a computer implemented process such that the instructions which execute on the computer, other programmable apparatus or other devices implement the functions/acts specified in the flowchart and/or block diagram block or blocks.
The flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of instructions, which comprises one or more executable instructions for implementing the specified logical function(s). In some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
Example embodiments have been disclosed herein, and although specific terms are employed, they are used and should be interpreted in a generic and descriptive sense only and not for purpose of limitation. In some instances, it will be apparent to one skilled in the art that features, characteristics, and/or elements described in connection with a particular embodiment may be used alone or in combination with other embodiments unless explicitly stated otherwise. It will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the scope of the disclosure as set forth in the appended claims.

Claims (10)

1. A traffic distribution method, comprising:
receiving a call request, wherein the call request comprises user information of a calling user;
determining a target agent according to the user information and a preset converged routing strategy, wherein the preset converged routing strategy is a strategy which is obtained by converging a plurality of types of routing strategies and is used for determining the agent for processing telephone traffic according to a real-time telephone traffic scene, the telephone traffic scene is used for reflecting the state of a historical service agent corresponding to the calling user and the state of the agent under a plurality of skill groups corresponding to the calling request, and the skill groups are used for processing target service corresponding to the calling request;
And distributing the telephone traffic of the call request to the target agent.
2. The method according to claim 1, wherein the preset converged routing policy includes a first routing policy, a second routing policy, and a third routing policy with sequentially decreasing priorities;
the determining the target agent according to the user information and the preset converged routing policy comprises the following steps:
determining the target agent according to the user information and the first routing strategy, wherein the first routing strategy is a strategy for distributing traffic based on a history service agent corresponding to the calling user, the history service agent comprises an agent which has recently processed a history call request of the calling user, and a service requested to be processed by the history call request corresponds to the target service requested to be processed by the call request;
acquiring a skill set corresponding to the call request according to the user information under the condition that the target agent is not determined based on the first routing strategy, and determining the target agent according to the skill set and a second routing strategy, wherein the second routing strategy is a strategy for carrying out traffic distribution based on the skill set corresponding to the call request, and the skill set comprises a plurality of skill sets;
And determining the target agent based on the third routing policy if the target agent is not determined based on the second routing policy, wherein the third routing policy is a policy for distributing traffic to artificial intelligence agents for processing.
3. The method of claim 2, wherein the subscriber information includes a subscriber number of the calling subscriber and a service identification of a target service selected for processing by the calling subscriber;
the determining the target agent according to the user information and the first routing policy includes:
acquiring request processing information of k times of historical call requests which correspond to the calling user and are nearest to the current moment according to the user number and the service identifier, wherein k is a preset repeated call seat threshold value, the service requested to be processed by the historical call requests and the target service meet a preset association relation, and the request processing information comprises information of historical service seats corresponding to the k times of historical call requests;
acquiring a history service seat set according to the request processing information;
and determining the target agent according to the first state information of each historical service agent in the historical service agent set, wherein the first state information is used for indicating whether the corresponding historical service agent is in an idle state or not.
4. The method of claim 2, wherein the subscriber information includes a service identification of a target service selected for processing by the calling subscriber;
the step of obtaining a skill set corresponding to the call request according to the user information, and determining the target agent according to the skill set and a second routing policy, includes:
inquiring information of the skill groups for processing the target business according to the business identifier to obtain the skill group set;
acquiring a first skill set at a first priority from all skill sets in the skill set;
acquiring information of agents belonging to the first skill set, and constructing a first candidate agent set;
determining the target agent according to the first candidate agent set;
and under the condition that the target agent is not determined based on the first candidate agent set, acquiring information of agents belonging to other skill sets to construct a second candidate agent set, and determining the target agent according to the second candidate agent set, wherein the other skill sets are any one or more skill sets except the first skill set in the skill set.
5. The method of claim 4, wherein the determining the target agent from the first set of candidate agents comprises:
acquiring second state information of each agent in the first candidate agent set, wherein the second state information is used for indicating whether the corresponding agent is in an idle state or not;
under the condition that the agents in the idle state exist in the first candidate agent set according to the second state information, selecting an agent in the idle state from the first candidate agent set as the target agent;
and under the condition that the agents in the idle state do not exist in the first candidate agent set according to the second state information, acquiring a first number of first queuing users in a first queuing queue, and adding a target user identification of the calling user into the first queuing queue to carry out queuing waiting under the condition that the first number is smaller than a first preset threshold value so as to determine the target agents, wherein the first queuing queue is used for storing the information of the first queuing users, and the first queuing users are users which are waiting for the call request sent by the first queuing users and are processed by the agents in the idle state and are affiliated to the first skill group.
6. The method of claim 4, wherein the determining the target agent from the second set of candidate agents comprises:
acquiring third state information of each agent in the second candidate agent set, wherein the third state information is used for indicating whether the corresponding agent is in an idle state or not;
under the condition that the agents in the idle state exist in the second candidate agent set according to the third state information, selecting an agent in the idle state from the second candidate agent set as the target agent;
and under the condition that the agents in the idle state do not exist in the second candidate agent set according to the third state information, acquiring a second number of second queuing users in each second queuing queue, and adding the target user identification into each second queuing queue to carry out queuing waiting under the condition that any second number is smaller than a second preset threshold value so as to determine the target agents, wherein the number of the second queuing queues is at least one, the at least one second queuing queue corresponds to one skill group in the other skill groups respectively, each second queuing queue is used for storing information of all second queuing users in the other skill groups, and the second queuing users are users waiting for processing agents in the idle state, of which call requests sent by the second queuing users are affiliated to the other skill groups.
7. The method of claim 6, wherein said adding the target user identification to each of the second queuing queues for queuing to determine the target agent comprises:
determining the agent as the target agent under the condition that the agent corresponding to any one of the other skill sets is in an idle state and the ranking of the target user identifier in the second queuing queue corresponding to the skill set meets a preset condition; and, in addition, the processing unit,
and removing the target user identification from all the second queuing queues.
8. A traffic distribution device, comprising:
a receiving unit, configured to receive a call request, where the call request includes user information of a calling user;
a determining unit, configured to determine a target agent according to the user information and a preset converged routing policy, where the preset converged routing policy is a policy obtained by fusing multiple types of routing policies and used for determining an agent for processing traffic according to a real-time traffic scenario, where the traffic scenario is used to reflect a state of a historical service agent corresponding to the calling user and a state of an agent under multiple skill sets corresponding to the calling request, and the multiple skill sets are skill sets for processing a target service corresponding to the calling request;
And the distribution unit is used for distributing the telephone traffic of the call request to the target seat.
9. An electronic device, comprising:
at least one processor; and
a memory communicatively coupled to the at least one processor; wherein, the liquid crystal display device comprises a liquid crystal display device,
the memory stores one or more computer programs executable by the at least one processor to enable the at least one processor to perform the traffic distribution method according to any of claims 1-7.
10. A computer readable storage medium having stored thereon a computer program, which when executed by a processor implements the traffic distribution method according to any of claims 1-7.
CN202310120137.XA 2023-02-15 2023-02-15 Traffic distribution method and device, electronic equipment and computer readable storage medium Pending CN116156065A (en)

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