SG11201808770SA - Agent allocation method and device, server, and storage medium - Google Patents

Agent allocation method and device, server, and storage medium

Info

Publication number
SG11201808770SA
SG11201808770SA SG11201808770SA SG11201808770SA SG11201808770SA SG 11201808770S A SG11201808770S A SG 11201808770SA SG 11201808770S A SG11201808770S A SG 11201808770SA SG 11201808770S A SG11201808770S A SG 11201808770SA SG 11201808770S A SG11201808770S A SG 11201808770SA
Authority
SG
Singapore
Prior art keywords
agent
skill
level
user
queue
Prior art date
Application number
SG11201808770SA
Inventor
Peng Zhang
Dejun Li
Dongdong Zhang
Original Assignee
Ping An Technology Shenzhen Co Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Ping An Technology Shenzhen Co Ltd filed Critical Ping An Technology Shenzhen Co Ltd
Publication of SG11201808770SA publication Critical patent/SG11201808770SA/en

Links

Classifications

    • 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
    • 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
    • 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
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5234—Uniform load distribution

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Development Economics (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Quality & Reliability (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
  • Telephonic Communication Services (AREA)

Abstract

An agent allocation method, comprising: collecting history service data of each agent; collecting classification statistics about the collected history service data of each agent according to different user levels of services, and calculating agent skill values of each agent corresponding to the different user levels; classifying agent skill values, corresponding to a same user level, of all agents into an agent skill value group, determining an agent queue corresponding to each user level in sequence according to the priority of the user level, and identifying each determined agent queue using an agent queue skill level; determining an agent queue skill level rank corresponding to each user level according to the agent skill value groups; and searching for idle agents in order according to the corresponding agent queue skill level rank in response to agent service requests sent by user terminals of different user levels.
SG11201808770SA 2017-03-13 2017-06-28 Agent allocation method and device, server, and storage medium SG11201808770SA (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201710148143.0A CN107135319B (en) 2017-03-13 2017-03-13 Distribution method of attending a banquet and device
PCT/CN2017/090572 WO2018166104A1 (en) 2017-03-13 2017-06-28 Agent allocation method and device, server, and storage medium

Publications (1)

Publication Number Publication Date
SG11201808770SA true SG11201808770SA (en) 2018-11-29

Family

ID=59721076

Family Applications (1)

Application Number Title Priority Date Filing Date
SG11201808770SA SG11201808770SA (en) 2017-03-13 2017-06-28 Agent allocation method and device, server, and storage medium

Country Status (8)

Country Link
US (1) US20210218842A1 (en)
EP (1) EP3598728A4 (en)
JP (1) JP6637620B2 (en)
KR (1) KR102183592B1 (en)
CN (1) CN107135319B (en)
AU (1) AU2017404110B2 (en)
SG (1) SG11201808770SA (en)
WO (1) WO2018166104A1 (en)

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CN107679718B (en) * 2017-09-19 2020-12-22 平安科技（深圳）有限公司 List allocation method, apparatus and computer-readable storage medium
CN107784432A (en) * 2017-09-26 2018-03-09 平安科技（深圳）有限公司 A kind of method for distributing business and terminal device
CN107682575A (en) * 2017-09-28 2018-02-09 平安科技（深圳）有限公司 Business personnel's incoming call inlet wire distribution method, electronic installation, computer-readable recording medium
CN107682576B (en) * 2017-10-26 2020-01-14 平安科技（深圳）有限公司 Customer incoming line distribution method, system, computer equipment and storage medium
CN107682572B (en) * 2017-10-26 2020-01-14 平安科技（深圳）有限公司 Customer incoming line distribution method, system, computer equipment and storage medium
CN108053091A (en) * 2017-11-04 2018-05-18 李筑 The method of commerce of professional consultation service
CN109788020B (en) * 2017-11-13 2021-07-27 腾讯科技（深圳）有限公司 Agent distribution method and related equipment
CN108513020A (en) * 2017-12-25 2018-09-07 平安科技（深圳）有限公司 A kind of incoming call distribution method, electronic device and computer readable storage medium
CN108093149A (en) 2017-12-25 2018-05-29 平安科技（深圳）有限公司 Exclusive pond distribution method, electronic device and the computer readable storage medium of attending a banquet
CN108337387B (en) * 2018-02-07 2020-02-11 携程旅游信息技术（上海）有限公司 Monitoring method and device for call center, electronic equipment and storage medium
CN108391022A (en) * 2018-02-13 2018-08-10 平安科技（深圳）有限公司 A kind of call processing method, electronic device and computer readable storage medium
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CN109040484A (en) * 2018-07-16 2018-12-18 安徽信尔联信息科技有限公司 A kind of Auto-matching contact staff method
CN109376019A (en) * 2018-09-03 2019-02-22 中国平安人寿保险股份有限公司 Interface call method and terminal device
CN111050001A (en) * 2018-10-12 2020-04-21 马上消费金融股份有限公司 Telephone traffic distribution method and related device
CN109302541A (en) * 2018-11-12 2019-02-01 平安科技（深圳）有限公司 Electronic device, distribution method of attending a banquet and computer readable storage medium
CN109769071B (en) * 2019-01-17 2021-08-10 平安科技（深圳）有限公司 Unified routing method, device and system based on data attribute matching
CN112200440A (en) * 2020-09-30 2021-01-08 深圳前海微众银行股份有限公司 Agent allocation method and device, electronic equipment and computer readable storage medium
CN112508385B (en) * 2020-12-03 2024-06-04 平安科技（深圳）有限公司 Seat resource allocation method and device, computer equipment and storage medium
CN112751976B (en) * 2020-12-23 2022-10-21 携程旅游信息技术（上海）有限公司 Agent association method, system, equipment and storage medium based on authentication log

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Also Published As

Publication number Publication date
CN107135319B (en) 2019-10-25
EP3598728A4 (en) 2021-01-06
AU2017404110A1 (en) 2018-11-01
JP2019517748A (en) 2019-06-24
CN107135319A (en) 2017-09-05
KR102183592B1 (en) 2020-11-27
KR20190120055A (en) 2019-10-23
EP3598728A1 (en) 2020-01-22
US20210218842A1 (en) 2021-07-15
JP6637620B2 (en) 2020-01-29
AU2017404110B2 (en) 2020-04-30
WO2018166104A1 (en) 2018-09-20

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