CN117391710A - Seat activity determination method and related equipment - Google Patents

Seat activity determination method and related equipment Download PDF

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CN117391710A
CN117391710A CN202311387111.8A CN202311387111A CN117391710A CN 117391710 A CN117391710 A CN 117391710A CN 202311387111 A CN202311387111 A CN 202311387111A CN 117391710 A CN117391710 A CN 117391710A
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seat
detected
activity
determining
data
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卢瑞鹏
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Beijing Youzhuju Network Technology Co Ltd
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Beijing Youzhuju Network Technology Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group

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Abstract

The disclosure provides a seat activity determination method, which comprises the following steps: setting at least one seat activity determining strategy for each preset seat group; the seat activity determining strategy comprises at least one judging condition; wherein each decision condition is associated with at least one item of seat activity data; determining one or more judging conditions corresponding to the seat to be detected according to the seat group to which the seat to be detected belongs; acquiring seat activity data of the seat to be detected, which is associated with the one or more judging conditions; and determining the activity of the seat to be detected based on the seat activity data of the seat to be detected and the one or more judging conditions. Based on the seat activity determining method, the invention further provides a seat activity determining device, electronic equipment, storage media and a program product.

Description

Seat activity determination method and related equipment
Technical Field
The disclosure relates to the field of communication technologies, and in particular, to a seat activity determining method, a seat activity determining device, electronic equipment, a storage medium and a program product.
Background
In recent years, customer service is widely applied in communication operation, and with the prevalence of various electronic commerce and new retail business modes, online customer service has become an indispensable ring in customer service, and customer service quality and cost have become standards for measuring whether a customer service system is successfully built.
However, the existing customer service system still has the problems that the state of the seat cannot be timely and effectively determined, so that effective and reasonable seat management cannot be performed, the customer service efficiency is low, the resource utilization rate is low, the user experience is poor and the like.
Disclosure of Invention
In view of this, the embodiment of the disclosure provides a method for determining the activity of a seat, which can comprehensively and flexibly determine the activity of the seat, so as to identify the inactive seat existing in the customer service system, thereby effectively controlling the number of inactive seats in the seat resource pool, and further improving the seat allocation efficiency of the customer service system.
The seat activity determining method according to the embodiment of the disclosure may include: setting at least one seat activity determining strategy for each preset seat group; the seat activity determining strategy comprises at least one judging condition; wherein each decision condition is associated with at least one item of seat activity data; determining one or more judging conditions corresponding to the seat to be detected according to the seat group to which the seat to be detected belongs; acquiring seat activity data of the seat to be detected, which is associated with the one or more judging conditions; and determining the activity of the seat to be detected based on the seat activity data of the seat to be detected and the one or more judging conditions.
In an embodiment of the present disclosure, the method for determining the seat activity may further include: the seats are divided into at least one seat group in advance according to the functions of the seats.
In an embodiment of the present disclosure, the seat activity data includes: one or any combination of the status data of the seat, the behavior data of the seat, the scheduling information of the seat and the working statistics data of the seat.
In an embodiment of the present disclosure, the method for determining the seat activity may further include: in response to determining that the seat liveness determination policy includes a plurality of decision conditions, setting combinational logic between the plurality of decision conditions included in the seat liveness determination policy; wherein, determining, according to the seat group to which the seat to be detected belongs, one or more determination conditions corresponding to the seat to be detected includes: determining one or more judging conditions corresponding to the seat to be detected and combinational logic between the one or more judging conditions according to the seat group to which the seat to be detected belongs; the determining the activity of the seat to be detected based on the seat activity data of the seat to be detected and the one or more judging conditions comprises the following steps: determining whether the seat to be detected is an active seat or an inactive seat based on the seat activity data of the seat to be detected, the one or more determination conditions, and combinational logic between the one or more determination conditions.
In an embodiment of the present disclosure, the determining, according to a seat group to which a seat to be inspected belongs, one or more determination conditions corresponding to the seat to be inspected and combinational logic between the one or more determination conditions includes: for each seat activity determining policy, determining one or more judging conditions included in the seat activity determining policy, combinational logic among the one or more judging conditions and a seat group corresponding to the seat activity determining policy respectively; determining a seat to be detected included in the seat group corresponding to the seat activity degree determination strategy from a seat resource pool; for each seat to be detected, taking the one or more judging conditions as one or more judging conditions corresponding to the seat to be detected; and taking the combination logic between the one or more judging conditions as the combination logic between the one or more judging conditions corresponding to the seat to be detected.
In an embodiment of the present disclosure, the determining, according to a seat group to which a seat to be inspected belongs, one or more determination conditions corresponding to the seat to be inspected and combinational logic between the one or more determination conditions includes: for each to-be-detected seat in a seat resource pool, respectively determining a seat group to which the to-be-detected seat belongs; determining a seat activity determining strategy corresponding to the seat to be detected based on a seat group to which the seat to be detected belongs; taking one or more judging conditions included in the seat activity determining strategy as one or more judging conditions corresponding to the seat to be detected; and taking the combination logic between one or more judgment conditions included in the seat activity determination strategy as the combination logic between one or more judgment conditions corresponding to the seat to be detected.
In an embodiment of the present disclosure, the acquiring the seat activity data of the seat to be inspected associated with the one or more determination conditions includes: acquiring at least one item of state data of the seat and behavior data of the seat from a customer service system; acquiring behavior data of the seat from an employee management system; acquiring at least one item of scheduling information of the seat from a scheduling system and behavior data of the seat; and/or acquiring the working statistical data of the seat from a reporting system.
In an embodiment of the present disclosure, the method for determining the seat activity may further include: and removing the inactive seat from the seat resource pool.
In an embodiment of the present disclosure, the removing the inactive seat from the seat resource pool includes: in response to determining that the to-be-detected seat is an inactive seat based on the activity degree of the seat, marking the to-be-detected seat as the inactive seat; and removing the seat marked as an inactive seat from the seat resource pool.
Based on the seat activity determining method, some embodiments of the present disclosure further provide a seat activity determining device, including:
the configuration module is used for setting at least one seat activity determination strategy for each preset seat group; the seat activity determining strategy comprises at least one judging condition; wherein each decision condition is associated with at least one item of seat activity data;
The judging condition determining module is used for determining one or more judging conditions corresponding to the seat to be detected according to the seat group to which the seat to be detected belongs;
the data extraction module is used for acquiring seat activity data of the seat to be detected, which are associated with the one or more judgment conditions; and
and the seat activity determining module is used for determining the activity of the seat to be detected based on the seat activity data of the seat to be detected and the one or more judging conditions.
In addition, the embodiment of the disclosure also provides an electronic device, including: the system comprises a memory, a processor and a computer program stored in the memory and capable of running on the processor, wherein the processor realizes the seat activity determining method when executing the program.
Embodiments of the present disclosure also provide a non-transitory computer-readable storage medium storing computer instructions for causing a computer to perform the above-described seat activity determination method.
Embodiments of the present disclosure also provide a computer program product comprising computer program instructions which, when run on a computer, cause the computer to perform the above-described seat activity determination method.
According to the seat activity determining method and the related equipment, the seat activity can be comprehensively and flexibly determined based on the multidimensional seat activity data and the predefined seat activity determining strategy corresponding to the seat group to which the seat belongs, so that the non-active seats in the seat resource pool of the customer service system can be identified, the number of the non-active seats in the seat resource pool can be effectively reduced, and the seat distribution efficiency of the customer service system is improved when the customer service session of a user requests incoming lines.
Drawings
In order to more clearly illustrate the technical solutions of the present disclosure or related art, the drawings required for the embodiments or related art description will be briefly described below, and it is apparent that the drawings in the following description are only embodiments of the present disclosure, and other drawings may be obtained according to these drawings without inventive effort to those of ordinary skill in the art.
FIG. 1 is a schematic diagram showing a customer service session request processing procedure;
fig. 2 shows an implementation flow of a seat liveness determination method according to an embodiment of the disclosure;
FIG. 3 illustrates an implementation flow of a method of determining one or more decision conditions corresponding to a seat to be inspected and combinational logic between the one or more decision conditions according to some embodiments of the present disclosure;
FIG. 4 illustrates an implementation flow of a method of determining one or more decision conditions corresponding to a seat to be inspected and combinational logic between the one or more decision conditions according to further embodiments of the present disclosure;
FIG. 5 shows an example of an application of a seat liveness determination method according to an embodiment of the present disclosure;
FIG. 6 shows an internal structure of a seat liveness determination device according to an embodiment of the present disclosure; and
fig. 7 illustrates a more specific hardware architecture of an electronic device in accordance with some embodiments of the present disclosure.
Detailed Description
For the purposes of promoting an understanding of the principles and advantages of the disclosure, reference will now be made to the embodiments illustrated in the drawings and specific language will be used to describe the same.
It should be noted that unless otherwise defined, technical or scientific terms used in the embodiments of the present disclosure should be given the ordinary meaning as understood by one of ordinary skill in the art to which the present disclosure pertains. The terms "first," "second," and the like, as used in embodiments of the present disclosure, do not denote any order, quantity, or importance, but rather are used to distinguish one element from another. The word "comprising" or "comprises", and the like, means that elements or items preceding the word are included in the element or item listed after the word and equivalents thereof, but does not exclude other elements or items. 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. "upper", "lower", "left", "right", etc. are used merely to indicate relative positional relationships, which may also be changed when the absolute position of the object to be described is changed.
It will be appreciated that before using the technical solutions of the various embodiments in the disclosure, the user may be informed of the type of personal information involved, the range of use, the use scenario, etc. in an appropriate manner, and obtain the authorization of the user.
For example, in response to receiving an active request from a user, a prompt is sent to the user to explicitly prompt the user that the operation it is requesting to perform will require personal information to be obtained and used with the user. Therefore, the user can select whether to provide personal information to the software or hardware such as the electronic equipment, the application program, the server or the storage medium for executing the operation of the technical scheme according to the prompt information.
As an alternative but non-limiting implementation, in response to receiving an active request from a user, the manner in which the prompt information is sent to the user may be, for example, a popup, in which the prompt information may be presented in a text manner. In addition, a selection control for the user to select to provide personal information to the electronic device in a 'consent' or 'disagreement' manner can be carried in the popup window.
It will be appreciated that the above-described notification and user authorization process is merely illustrative, and not limiting of the implementations of the present disclosure, and that other ways of satisfying relevant legal regulations may be applied to the implementations of the present disclosure.
As described above, the existing customer service system cannot effectively determine the status of the seat in time, so that effective and reasonable seat management cannot be performed, which results in problems of low customer service efficiency, low resource utilization, poor user experience, and the like. In the customer service area, a seat that does not have any activity or activity for a predetermined period of time may be referred to as an inactive seat, while other seats are referred to as active seats. For example, the seat corresponding to the customer service person who has left the job belongs to the inactive seat. For convenience of description, in the embodiments of the present disclosure, the status of whether a seat is an active seat or an inactive seat is referred to as the liveness of the seat. It can be appreciated that if the number of inactive seats in the seat resource pool of the customer service system increases, the processing performance and system stability of the core business process may be affected. As shown in the customer service session request processing example shown in fig. 1, when a customer service session request of a user enters, a customer service system needs to screen out an active seat meeting a condition from a seat resource pool for allocation. In the seat resource pool shown in fig. 1, active seats are represented by solid line children; and an inactive seat represented by a dashed small person. It can be understood that under the condition that the number of inactive seats in the seat resource pool is gradually increased, the seat screening process becomes slower and slower, so that the seat distribution efficiency is greatly affected, the processing efficiency of customer service session requests is reduced, and the use experience of users on a customer service system is affected.
In order to solve the technical problems, the embodiment of the disclosure provides a seat activity determining method, which can comprehensively and flexibly determine the activity of a seat to identify an inactive seat existing in a customer service system, so that the number of the inactive seats in a seat resource pool can be effectively controlled, and further, the seat distribution efficiency of the customer service system is improved.
Fig. 2 shows an implementation flow of a seat liveness determination method according to an embodiment of the disclosure. As shown in fig. 2, the seat liveness determination method may include the following steps:
at step 210, at least one seat activity determination policy is set for each of the preset seat groups.
It should be noted that, in the embodiment of the present disclosure, the positions may be divided into at least one position group in advance according to the functions of the positions. In some embodiments, the upper seat group may include the following three categories:
a first line seat: the first-line seat is responsible for communication with the user and helps the user to solve specific problems. Typically, the number of first-line seats is the largest.
Management seat: the main responsibility of managing the seat is to take charge of personnel management of the first-line seat. In addition, the vehicle seat can be used as a spare vehicle seat for temporary support under the condition of manpower shortage of the vehicle seat. In general, the number of management seats is relatively small.
Operation and maintenance seat: the operation and maintenance seat is responsible for the operation and maintenance test of the product function. The operation and maintenance seat is essentially a test account number, and can not be communicated with an actual user or be managed by personnel. Typically, the number of operation and maintenance seats is small.
It should be noted that the above three types of seat groups are only examples given in the embodiments of the present application, and in practical application, various types of seat groups may be customized according to actual service requirements. The specific type and specific definition of the seat group are not limited in this application.
Further, after the seats are divided into different seat groups according to the functions of the seats, at least one seat activity determination policy may be set for each set seat group.
In an embodiment of the present disclosure, the seat liveness determination policy may include at least one determination condition. Moreover, each of the decision conditions is associated with at least one item of seat activity data. If the seat activity determining policy includes a plurality of determination conditions, the seat activity determining policy may include only combinational logic between the plurality of determination conditions.
In some specific examples, the at least one determination condition may be a customized determination condition for determining the seat activity, for example, a determination condition of whether the seat is inactive. Each judgment condition can correspond to at least one item of seat activity data, namely seat activity data with multiple dimensions can be flexibly combined. The seat activity data with the multiple dimensions can be combined together through a user-defined operation mode, such as adding, subtracting, multiplying, dividing, averaging and other user-defined operation modes.
In addition, the combinational logic between the above-described at least one determination condition may include a plurality of "and" or "and the like. Wherein "and" means that all determination conditions must be satisfied at the same time; "or" means that only any one of the conditions needs to be satisfied.
Furthermore, in an embodiment of the present disclosure, the seat activity data may include: one or any combination of data related to the seat, such as status data of the seat, behavior data of the seat, scheduling information of the seat, and working statistics data of the seat.
The seat status data represents a seat status change record, and is mainly generated by a telephone, an IM and other stateful client systems, and generally includes: free, busy, etc.
The behavior data of the seat is used for representing the specific behavior of the seat, and generally comprises: log in, log out, busy, job in, vacation, job out, shift, etc.
The schedule information of the seat represents the specific schedule information of the seat, and generally includes: shift, corresponding shift-in period, etc. It can be seen that the shift information of each seat can be used for knowing the shift of each seat, the period of the shift, and the like.
The above-mentioned operation statistics of the seats generally refer to operation statistics related to each seat in a period of time, and generally include: working time, working days, conversation quantity, work order processing quantity and the like.
Different seat activity determination strategies can be set for different seat groups based on the seat activity data with the multiple dimensions.
For example, for a first line seat, its corresponding seat activity determination policy may be set to "no change in the status of the seat and no seat shift" within 30 days. That is, the seat activity determination policy includes two determination conditions: condition 1, no change in seat status within 30 days; and condition 2, no seat shift within 30 days. The combinational logic between these two decision conditions is "and", i.e. needs to be satisfied simultaneously. The seat activity data associated with the condition 1 is the state data of the seat; and the seat activity data associated with condition 2 is the seat scheduling information. According to the seat activity determining strategy, the seat needs to meet the two conditions of no seat state change within 30 days and no scheduling information within 30 days, and is only confirmed as an inactive seat. And if the seat does not meet the two conditions of no seat state change within 30 days and no shift information within 30 days, the seat can be confirmed to be an active seat.
For another example, the corresponding seat activity determination policy may be set to "the state of the seat is unchanged or the seat is away from the job" within 30 days for the first-line seat. That is, the seat activity determination policy includes two determination conditions: condition 1, no change in seat status within 30 days; and condition 2, seat leave. The combination logic between the two determination conditions is "or", that is, one condition is satisfied. The seat activity data associated with the condition 1 is the state data of the seat; while the seat activity data associated with condition 2 is the behavior data of the seat. According to the seat activity determination strategy, if one of two conditions that no seat state changes or the seat leaves within 30 days is met, the seat is confirmed to be an inactive seat. If the seat does not satisfy the condition that there is no change in the state of the seat within 30 days and the condition that the seat leaves the job is not satisfied, the seat is determined to be an active seat.
As can be seen from the above step 210, by dividing the seats into at least one seat group based on the functions of the seats, different seat activity determination policies are set for different seat groups. And different seat activity degree determining strategies are associated with different types of seat activity data, so that the seat activity degree can be comprehensively and flexibly determined, and a foundation is provided for identifying the non-active seats existing in the seat resource pool of the client service system. For example, the seat activity data may include other data related to the seat in addition to the status data of the seat, so that the inactive seat in the seat resource pool may be identified for the customer service system without the status data of the seat such as mail, work order, etc.
In step 220, one or more determination conditions corresponding to the to-be-detected seat are determined according to the seat group to which the to-be-detected seat belongs.
In an embodiment of the present disclosure, if the seat activity determining policy corresponding to the seat group includes a plurality of determination conditions, in the step 220, in addition to determining one or more determination conditions corresponding to the seat to be detected, combinatorial logic between the plurality of determination conditions is further determined.
Furthermore, in embodiments of the present disclosure, step 220 described above may be performed based on different trigger conditions. The specific implementation will be described in detail later, and is skipped.
In step 230, seat activity data of the seat to be inspected associated with the one or more determination conditions is obtained.
In an embodiment of the disclosure, as previously described, each of the above-mentioned determination conditions may correspond to at least one item of seat activity data. Thus, after determining one or more determination conditions corresponding to the seat to be detected, corresponding seat activity data of the seat to be detected can be extracted from one or more data sources. Alternatively, in embodiments of the present disclosure, the seat activity data may be implemented through a data collection process. The data collection process may include: firstly, one or more data sources are accessed to perform data acquisition; and then, classifying and aggregating the acquired data to obtain the seat activity data of each seat, wherein the seat activity data comprises the state data of the seat, the behavior data of the seat, the scheduling information of the seat, the working statistics data of the seat and the like.
Continuing with the previous example, assume that the determination conditions corresponding to the positions to be inspected include: condition 1, no change in seat status within 30 days; and condition 2, no seat shift within 30 days. As previously described, the seat activity data associated with condition 1 is the status data of the seat; and the seat activity data associated with condition 2 is the seat scheduling information. In step 230, the status data and the shift information of the seat to be detected may be extracted as the seat activity data of the seat to be detected. Alternatively, it is assumed that the determination conditions corresponding to the seats to be inspected include: condition 1, no change in seat status within 30 days; and condition 2, seat leave. As previously described, the seat activity data associated with condition 1 is the status data of the seat; while the seat activity data associated with condition 2 is the behavior data of the seat. In step 230, the status data and the behavior data of the seat to be detected may be extracted as the seat activity data of the seat to be detected.
As previously described, in embodiments of the present disclosure, the seat activity data of the seat to be inspected may be extracted from one or more data sources. The data source may refer to all places where seat activity data can be generated. Specifically, in some examples, the data sources described above may include: one or more of customer service systems, employee management systems, scheduling systems, reporting systems, and the like, associated with the seat.
The customer service is a broad concept, and generally refers to a system that can provide channel capabilities for telephone, instant messaging, worksheets, mail, etc. used for communication between a seat and a user. The customer service system may generate seat behavior data (e.g., logged on, logged off, busy, etc. seat behavior data) and seat status data (e.g., free or busy, etc.).
The staff management system generally refers to a system for staff management in an enterprise, and can generate the behavior data of a seat, such as the behavior data of staff entering, vacation, leaving and the like. It should be noted that, for outsourcing the seat, the employee management system cannot be accessed to obtain the behavior data of the seat.
The shift system is a system for arranging shift on duty for a seat, and can generate shift information (such as seat specific shift information) of the seat and behavior data (such as seat shift).
The report system is a system capable of analyzing and visualizing mass data, and can generate seat work statistics data, such as working time, working days, conversation quantity, work order processing amount and the like.
Based on the above configuration, in some embodiments of the present disclosure, the step 230 may include: acquiring at least one item of state data of the seat and behavior data of the seat from a customer service system; acquiring the behavior data of the seat from an employee management system; acquiring at least one item of scheduling information of the seat and behavior data of the seat from a scheduling system; and/or acquiring the working statistical data of the seat from a reporting system. In some embodiments, the state data of each seat and the behavior data of the seat may be acquired from the customer service system through the foregoing data collecting process, the behavior data of each seat may be acquired from the employee management system, the shift information and the behavior data of each seat may be acquired from the shift system, the working statistics data of each seat may be acquired from the report system, the acquired data may be stored as the seat activity data of each seat, and in step 230, corresponding data items, for example, the state data, the behavior data, the shift information, and/or the working statistics data of the seat may be extracted from the stored seat activity data according to one or more determination conditions corresponding to the seat to be checked.
In step 240, the activity of the seat to be detected is determined based on the seat activity data of the seat to be detected and the one or more determination conditions.
As described above, in the embodiment of the present disclosure, the activity level of the seat includes: the seat is in an inactive seat or in an active seat. Of course, in other examples of the present disclosure, other forms or granularities of seat liveness may also be provided to more finely represent the liveness of the seat. Of course, corresponding to the setting of the liveness of the seats with different granularities, a corresponding seat liveness determination strategy should also be set so as to comprehensively, flexibly and accurately determine the liveness of the seats. The specific arrangement is not limited in this application.
In the embodiment of the present disclosure, after the seat activity data of the seat to be detected is obtained and one or more determination conditions corresponding to the seat to be detected are determined, the activity of the seat to be detected may be determined based on the above information, that is, whether the seat is an active seat or an inactive seat may be determined. It may be further understood that, if the seat activity determining policy corresponding to the seat group includes a plurality of determination conditions, in the step 240, it is determined whether the seat to be detected is an active seat or an inactive seat based on the seat activity data of the seat to be detected, the one or more determination conditions, and combinational logic among the one or more determination conditions.
Continuing with the previous example, assume that the determination conditions corresponding to the seat to be inspected include: condition 1, no change in seat status within 30 days; and condition 2, no seat shift within 30 days. The combinational logic between the condition 1 and the condition 2 is "and". Then, in the step 240, the status data of the seat may be acquired, and it may be determined whether the condition 1 is satisfied; further, the shift arrangement information of the seat is acquired, and whether the condition 2 is satisfied is determined. Finally, if the condition 1 and the condition 2 are both established, the seat to be detected can be determined to be an inactive seat; otherwise, the to-be-detected seat can be determined to be an active seat. Alternatively, it is assumed that the determination conditions corresponding to the seats to be inspected include: condition 1, no change in seat status within 30 days; and condition 2, seat leave. And the combinational logic between the above condition 1 and the above condition 2 is "or". Then, in the step 240, the status data of the seat may be acquired, and it may be determined whether the condition 1 is satisfied; further, behavior data of the seat is acquired, and whether the condition 2 is satisfied is determined. Finally, if one of the conditions 1 or 2 is determined to be satisfied, the seat to be detected can be determined to be an inactive seat; otherwise, the to-be-detected seat can be determined to be an active seat.
Therefore, in the seat activity determining method, the activity of the seat can be comprehensively and flexibly determined based on the multidimensional seat activity data and the predefined seat activity determining strategy corresponding to the seat group to which the seat belongs, so that the non-active seats in the seat resource pool of the client service system are detected, the number of the non-active seats in the seat resource pool can be effectively reduced, and the seat distribution efficiency of the client service system is further improved.
In addition, the seat activity degree is determined by using the multi-dimensional seat activity data, and the seat activity degree determining method can realize the whole coverage of various customer service channels such as telephones, IM, mails, worksheets and the like. Further, in the embodiment of the present disclosure, the seat activity determining policy may be generated by flexibly combining data items serving as a basis for determination according to actual needs, so as to implement a customized seat activity determining scheme. In addition, in the embodiment of the disclosure, different seat activity determining strategies can be adopted for different seat groups, so that the accuracy and flexibility of the determined seat activity can be improved.
In addition, the seat activity determining method may be executed periodically, so that the activity of each seat in the seat resource pool may be determined periodically, and then the inactive seat is identified from the seat resource pool, and the identified inactive seat is removed from the seat resource pool and stored separately.
The specific method for determining one or more determination conditions corresponding to the seat to be inspected and the combination logic between the one or more determination conditions according to the seat group to which the seat to be inspected belongs in the step 220 will be described in detail further below with reference to specific examples.
In some embodiments of the present disclosure, one or more determination conditions corresponding to a seat to be inspected and combinational logic between the one or more determination conditions may be determined by the method shown in fig. 3. As shown in fig. 3, the above method may include the steps of:
in step 310, for each seat activity determination policy, one or more determination conditions included in the seat activity determination policy, combinational logic between the one or more determination conditions, and a seat group corresponding to the seat activity determination policy are determined.
In step 320, the to-be-inspected seat included in the seat group corresponding to the seat activity determination policy is determined from the seat resource pool.
In step 330, for each seat to be inspected, the one or more determination conditions are used as one or more determination conditions corresponding to the seat to be inspected; and taking the combination logic between the one or more judgment conditions as the combination logic between the one or more judgment conditions corresponding to the seat to be detected.
The method is characterized in that the seat activity determining strategy is used as a triggering condition to trigger the execution of the seat activity determining method, namely, each seat activity determining strategy is traversed in the process of determining the activity of the seat. And respectively extracting the positions to be detected corresponding to each position activity determination strategy in the traversing process, so that the mapping relation between the position activity determination strategies and the positions to be detected is established in batches. The method has the characteristics of high execution speed and high efficiency.
In other embodiments of the present disclosure, one or more determination conditions corresponding to the seat to be inspected and the combinational logic between the one or more determination conditions may also be determined by the method shown in fig. 4. As shown in fig. 4, the above method may include the steps of:
in step 410, for each to-be-inspected seat in the seat resource pool, a seat group to which the to-be-inspected seat belongs is determined.
In step 420, a seat activity determination policy corresponding to the seat to be detected is determined based on the seat group to which the seat to be detected belongs.
In step 430, one or more determination conditions included in the seat activity determination policy are used as one or more determination conditions corresponding to the seat to be detected.
In step 440, the combination logic between the one or more determination conditions included in the seat activity determination policy is used as the combination logic between the one or more determination conditions corresponding to the seat to be detected.
The method is to trigger the execution of the seat activity determination method by taking the seat as a trigger condition, namely, traversing each seat in the process of determining the activity of each seat. In the traversing process, determining the corresponding seat activity determining strategies based on the seat groups where the seats are located respectively, so as to establish the mapping relation between the seat activity determining strategies and the seats to be detected.
In some embodiments of the present disclosure, the seat liveness determination method may further include: and removing the inactive seat from the seat resource pool.
Specifically, in an embodiment of the present disclosure, the specific method for removing an inactive seat from a seat resource pool may include: in response to determining that the to-be-detected seat is an inactive seat based on the activity degree of the seat, marking the to-be-detected seat as the inactive seat; and removing the seat marked as an inactive seat from the seat resource pool. Further, the agents marked as inactive agents may be stored separately and no longer participate in the core business process flow.
Fig. 5 shows an application example of the seat liveness determination method according to the embodiment of the present disclosure. In the example shown in fig. 5, for each of the plurality of seat activity determination policies, a seat group corresponding to the seat activity determination policy may be determined in the seat resource pool. For a certain seat in a certain seat group, one or more seat activity data can be extracted based on a corresponding seat activity determining strategy, and then the activity of the seat is determined based on the corresponding seat activity determining strategy and the extracted one or more seat activity data, so as to determine whether the seat is an inactive seat. Similar to FIG. 1, in the seat resource pool shown in FIG. 5, the identified active seat is represented by a solid line of the young person; and the identified inactive seats are represented by dashed line small persons. Further, as shown in FIG. 5, for a seat that has been determined to be an inactive seat, after marking, it may be removed from the seat resource pool and stored separately. In this way, only the seats determined to be active seats are reserved in the seat resource pool processed through the process. Furthermore, when new seat allocation is performed, the screening speed of the seats is increased, so that the seat allocation efficiency is improved, and the customer service efficiency and the user experience are also improved.
Corresponding to the method, the embodiment of the disclosure also discloses a seat activity determining device. Fig. 6 shows an internal structure of a seat liveness determination device according to an embodiment of the present disclosure. As shown in fig. 6, the seat liveness determination device may include the following modules: a configuration module 610, a decision condition determination module 620, a data extraction module 630, and a seat liveness determination module 640.
The configuration module 610 is configured to set at least one seat activity determining policy for each preset seat group. Wherein, the seat activity determining strategy comprises at least one judging condition; each decision condition is associated with at least one item of seat activity data.
The determining condition determining module 620 is configured to determine one or more determining conditions corresponding to the to-be-detected seat according to a seat group to which the to-be-detected seat belongs.
The data extraction module 630 is configured to obtain seat activity data of the seat to be inspected associated with the one or more determination conditions.
The seat activity determining module 640 is configured to determine the activity of the seat to be detected based on the seat activity data of the seat to be detected and the one or more determination conditions.
Specific implementations of the above modules may refer to the foregoing methods and accompanying drawings, and will not be repeated here. For convenience of description, the above devices are described as being functionally divided into various modules, respectively. Of course, the functions of the various modules may be implemented in the same one or more pieces of software and/or hardware when implementing the present disclosure. The device of the foregoing embodiment is configured to implement the corresponding seat activity determining method in any of the foregoing embodiments, and has the beneficial effects of the corresponding method embodiment, which is not described herein.
Based on the same inventive concept, corresponding to the method of any embodiment, the present disclosure further provides a head-mounted display device, including: the method for determining the seat activity according to any embodiment is implemented by a sensor, a memory, a processor, and a computer program stored in the memory and executable on the processor when the processor executes the program.
Fig. 7 is a schematic diagram showing a hardware structure of a more specific head-mounted display device according to the present embodiment, where the device may include: a processor 2010, a memory 2020, an input/output interface 2030, a communication interface 2040, and a bus 2050. Wherein the processor 2010, the memory 2020, the input/output interface 2030 and the communication interface 2040 enable a communication connection therebetween within the device via the bus 2050.
The processor 2010 may be implemented as a general-purpose CPU (Central Processing Unit ), microprocessor, application specific integrated circuit (Application Specific Integrated Circuit, ASIC), or one or more integrated circuits, etc. for executing associated programs to implement the solutions provided by the embodiments of the present disclosure.
The Memory 2020 may be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory ), a static storage device, a dynamic storage device, or the like. Memory 2020 may store an operating system and other application programs, and when the embodiments of the present specification are implemented in software or firmware, the associated program code is stored in memory 2020 and executed by processor 2010.
The input/output interface 2030 is used for connecting input/output devices to realize information input and output. The input/output device may be configured in the device as a component, or may be externally connected to the device to provide corresponding functions. Wherein the input devices may include microphones, various types of sensors, etc., and the output devices may include displays, speakers, vibrators, indicator lights, etc.
The communication interface 2040 is used to connect communication modules (not shown) to enable communication interactions of the present device with other devices. The communication module may implement communication through a wired manner (such as USB, network cable, etc.), or may implement communication through a wireless manner (such as mobile network, WIFI, bluetooth, etc.).
The bus 2050 includes a pathway to transfer information between various components of the device (e.g., the processor 2010, the memory 2020, the input/output interface 2030, and the communication interface 2040).
It is noted that although the above-described device illustrates only the processor 2010, memory 2020, input/output interface 2030, communication interface 2040, and bus 2050, the device may include other components necessary to achieve proper operation in a particular implementation. Furthermore, it will be understood by those skilled in the art that the above-described apparatus may include only the components necessary to implement the embodiments of the present description, and not all the components shown in the drawings.
The electronic device of the foregoing embodiment is configured to implement the corresponding seat activity determining method in any of the foregoing embodiments, and has the beneficial effects of the corresponding method embodiment, which is not described herein.
Based on the same inventive concept, corresponding to any of the above embodiments of the method, the present disclosure further provides a non-transitory computer readable storage medium storing computer instructions for causing the computer to perform the seat activity determination method according to any of the above embodiments.
The computer readable media of the present embodiments, including both permanent and non-permanent, removable and non-removable media, may be used to implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of storage media for a computer include, but are not limited to, phase change memory (PRAM), static Random Access Memory (SRAM), dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), read Only Memory (ROM), electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium, which can be used to store information that can be accessed by a computing device.
The storage medium of the foregoing embodiments stores computer instructions for causing the computer to perform the task processing method as described in any one of the foregoing embodiments, and has the advantages of the corresponding method embodiments, which are not described herein.
Those of ordinary skill in the art will appreciate that: the discussion of any of the embodiments above is merely exemplary and is not intended to suggest that the scope of the disclosure, including the claims, is limited to these examples; the technical features of the above embodiments or in the different embodiments may also be combined under the idea of the present disclosure, the steps may be implemented in any order, and there are many other variations of the different aspects of the embodiments of the present disclosure as described above, which are not provided in details for the sake of brevity.
Additionally, well-known power/ground connections to Integrated Circuit (IC) chips and other components may or may not be shown within the provided figures, in order to simplify the illustration and discussion, and so as not to obscure the embodiments of the present disclosure. Furthermore, the devices may be shown in block diagram form in order to avoid obscuring the embodiments of the present disclosure, and this also accounts for the fact that specifics with respect to implementation of such block diagram devices are highly dependent upon the platform on which the embodiments of the present disclosure are to be implemented (i.e., such specifics should be well within purview of one skilled in the art). Where specific details (e.g., circuits) are set forth in order to describe example embodiments of the disclosure, it should be apparent to one skilled in the art that embodiments of the disclosure can be practiced without, or with variation of, these specific details. Accordingly, the description is to be regarded as illustrative in nature and not as restrictive.
While the present disclosure has been described in conjunction with specific embodiments thereof, many alternatives, modifications, and variations of those embodiments will be apparent to those skilled in the art in light of the foregoing description. For example, other memory architectures (e.g., dynamic RAM (DRAM)) may use the embodiments discussed.
The disclosed embodiments are intended to embrace all such alternatives, modifications and variances which fall within the broad scope of the appended claims. Accordingly, any omissions, modifications, equivalents, improvements, and the like, which are within the spirit and principles of the embodiments of the disclosure, are intended to be included within the scope of the disclosure.

Claims (13)

1. A seat activity determination method comprises the following steps:
setting at least one seat activity determining strategy for each preset seat group; the seat activity determining strategy comprises at least one judging condition; wherein each decision condition is associated with at least one item of seat activity data;
determining one or more judging conditions corresponding to the seat to be detected according to the seat group to which the seat to be detected belongs;
acquiring seat activity data of the seat to be detected, which is associated with the one or more judging conditions; and
And determining the activity degree of the seat to be detected based on the seat activity data of the seat to be detected and the one or more judging conditions.
2. The method of claim 1, further comprising: the seats are divided into at least one seat group in advance according to the functions of the seats.
3. The method of claim 1, wherein the seat activity data comprises: one or any combination of the status data of the seat, the behavior data of the seat, the scheduling information of the seat and the working statistics data of the seat.
4. The method of claim 1, further comprising: in response to determining that the seat liveness determination policy includes a plurality of decision conditions, setting combinational logic between the plurality of decision conditions included in the seat liveness determination policy; wherein,
the determining one or more judging conditions corresponding to the to-be-detected seat according to the seat group to which the to-be-detected seat belongs comprises the following steps: determining one or more judging conditions corresponding to the seat to be detected and combinational logic between the one or more judging conditions according to the seat group to which the seat to be detected belongs;
the determining the activity of the seat to be detected based on the seat activity data of the seat to be detected and the one or more judging conditions comprises the following steps: determining whether the seat to be detected is an active seat or an inactive seat based on the seat activity data of the seat to be detected, the one or more determination conditions, and combinational logic between the one or more determination conditions.
5. The method of claim 4, wherein the determining one or more decision conditions corresponding to the seat to be inspected and combining logic between the one or more decision conditions according to the seat group to which the seat to be inspected belongs comprises:
for each seat activity determining policy, determining one or more judging conditions included in the seat activity determining policy, combinational logic among the one or more judging conditions and a seat group corresponding to the seat activity determining policy respectively;
determining a seat to be detected included in the seat group corresponding to the seat activity degree determination strategy from a seat resource pool;
for each seat to be detected, taking the one or more judging conditions as one or more judging conditions corresponding to the seat to be detected; and
and taking the combination logic between the one or more judging conditions as the combination logic between the one or more judging conditions corresponding to the seat to be detected.
6. The method of claim 4, wherein the determining one or more decision conditions corresponding to the seat to be inspected and combining logic between the one or more decision conditions according to the seat group to which the seat to be inspected belongs comprises:
For each to-be-detected seat in a seat resource pool, respectively determining a seat group to which the to-be-detected seat belongs;
determining a seat activity determining strategy corresponding to the seat to be detected based on a seat group to which the seat to be detected belongs;
taking one or more judging conditions included in the seat activity determining strategy as one or more judging conditions corresponding to the seat to be detected; and
and taking the combination logic between one or more judging conditions included in the seat activity determination strategy as the combination logic between one or more judging conditions corresponding to the seat to be detected.
7. The method of claim 3, wherein the acquiring seat activity data of the seat under test associated with the one or more decision conditions comprises:
acquiring at least one item of state data of the seat and behavior data of the seat from a customer service system;
acquiring behavior data of the seat from an employee management system;
acquiring at least one item of scheduling information of the seat from a scheduling system and behavior data of the seat; and/or
And acquiring the working statistical data of the seat from a reporting system.
8. The method of claim 4, further comprising: and removing the inactive seat from the seat resource pool.
9. The method of claim 8, wherein the removing the inactive seat from the seat resource pool comprises:
in response to determining that the to-be-detected seat is an inactive seat based on the activity degree of the seat, marking the to-be-detected seat as the inactive seat; and
the seat marked as inactive is removed from the seat resource pool.
10. A seat liveness determination device, comprising:
the configuration module is used for setting at least one seat activity determination strategy for each preset seat group; the seat activity determining strategy comprises at least one judging condition; wherein each decision condition is associated with at least one item of seat activity data;
the judging condition determining module is used for determining one or more judging conditions corresponding to the seat to be detected according to the seat group to which the seat to be detected belongs;
the data extraction module is used for acquiring seat activity data of the seat to be detected, which are associated with the one or more judgment conditions; and
and the seat activity determining module is used for determining the activity of the seat to be detected based on the seat activity data of the seat to be detected and the one or more judging conditions.
11. An electronic device, comprising: memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the seat liveness determination method as claimed in any one of claims 1-9 when executing the program.
12. A non-transitory computer readable storage medium storing computer instructions for causing a computer to perform the seat liveness determination method of any one of claims 1-9.
13. A computer program product comprising computer program instructions which, when run on a computer, cause the computer to perform the seat activity determination method as claimed in any one of claims 1 to 9.
CN202311387111.8A 2023-10-24 2023-10-24 Seat activity determination method and related equipment Pending CN117391710A (en)

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