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
Other languages
English (en)
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)
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 (zh) 2017-03-13 2017-03-13 坐席分配方法和装置
PCT/CN2017/090572 WO2018166104A1 (zh) 2017-03-13 2017-06-28 坐席分配方法、装置、服务器和存储介质

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 (zh)
EP (1) EP3598728A4 (zh)
JP (1) JP6637620B2 (zh)
KR (1) KR102183592B1 (zh)
CN (1) CN107135319B (zh)
AU (1) AU2017404110B2 (zh)
SG (1) SG11201808770SA (zh)
WO (1) WO2018166104A1 (zh)

Families Citing this family (23)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107483752A (zh) * 2017-09-14 2017-12-15 携程计算机技术（上海）有限公司 用户来电差异化服务方法及系统
CN107679718B (zh) * 2017-09-19 2020-12-22 平安科技（深圳）有限公司 名单分配方法、设备以及计算机可读存储介质
CN107784432A (zh) * 2017-09-26 2018-03-09 平安科技（深圳）有限公司 一种业务分配方法及终端设备
CN107682575A (zh) * 2017-09-28 2018-02-09 平安科技（深圳）有限公司 业务员呼入进线分配方法、电子装置、计算机可读存储介质
CN107682572B (zh) * 2017-10-26 2020-01-14 平安科技（深圳）有限公司 客户进线分配方法、系统、计算机设备及存储介质
CN107682576B (zh) * 2017-10-26 2020-01-14 平安科技（深圳）有限公司 客户进线分配方法、系统、计算机设备及存储介质
CN108053091A (zh) * 2017-11-04 2018-05-18 李筑 专业咨询服务的交易方法
CN109788020B (zh) * 2017-11-13 2021-07-27 腾讯科技（深圳）有限公司 一种坐席分配方法及相关设备
CN108513020A (zh) * 2017-12-25 2018-09-07 平安科技（深圳）有限公司 一种呼入分配方法、电子装置及计算机可读存储介质
CN108093149A (zh) 2017-12-25 2018-05-29 平安科技（深圳）有限公司 专属坐席池分配方法、电子装置及计算机可读存储介质
CN108337387B (zh) * 2018-02-07 2020-02-11 携程旅游信息技术（上海）有限公司 呼叫中心的监控方法、装置、电子设备、存储介质
CN108391022A (zh) * 2018-02-13 2018-08-10 平安科技（深圳）有限公司 一种来电处理方法、电子装置及计算机可读存储介质
CN108391023A (zh) * 2018-02-13 2018-08-10 平安科技（深圳）有限公司 一种通话自动接听方法、电子装置及计算机可读存储介质
CN108537461A (zh) * 2018-04-18 2018-09-14 平安科技（深圳）有限公司 坐席任务分配方法、装置、计算机设备及存储介质
CN109034536A (zh) * 2018-06-26 2018-12-18 天津字节跳动科技有限公司 服务资源调度方法、装置、计算机设备及存储介质
CN109040484A (zh) * 2018-07-16 2018-12-18 安徽信尔联信息科技有限公司 一种自动匹配客服人员方法
CN109376019A (zh) * 2018-09-03 2019-02-22 中国平安人寿保险股份有限公司 接口调用方法及终端设备
CN111050001A (zh) * 2018-10-12 2020-04-21 马上消费金融股份有限公司 一种话务分配方法及相关装置
CN109302541A (zh) * 2018-11-12 2019-02-01 平安科技（深圳）有限公司 电子装置、坐席分配方法和计算机可读存储介质
CN109769071B (zh) * 2019-01-17 2021-08-10 平安科技（深圳）有限公司 一种基于数据属性匹配的统一路由方法、装置和系统
CN112200440A (zh) * 2020-09-30 2021-01-08 深圳前海微众银行股份有限公司 坐席分配方法、装置、电子设备及计算机可读存储介质
CN112508385B (zh) * 2020-12-03 2024-06-04 平安科技（深圳）有限公司 坐席资源分配方法、装置、计算机设备和存储介质
CN112751976B (zh) * 2020-12-23 2022-10-21 携程旅游信息技术（上海）有限公司 基于认证日志的坐席关联方法、系统、设备及存储介质

Family Cites Families (20)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CA2262044C (en) * 1998-04-09 2001-10-30 Lucent Technologies Inc. Optimizing call-center performance by using predictive data to distribute agents among calls
US6233332B1 (en) * 1998-06-03 2001-05-15 Avaya Technology Corp. System for context based media independent communications processing
DE60025054T2 (de) * 1999-03-01 2006-08-24 Rockwell Electronic Commerce Technologies, LLC, Wood Dale Auf dem Rang basierte Acd Leitweglenkung
US6424709B1 (en) * 1999-03-22 2002-07-23 Rockwell Electronic Commerce Corp. Skill-based call routing
JP2003309657A (ja) * 2002-04-16 2003-10-31 Hitachi Ltd コールセンタ着信管理システム
JP4142912B2 (ja) * 2002-07-19 2008-09-03 富士通株式会社 トランザクション振り分けプログラム
GB2443396B (en) 2006-10-30 2011-10-19 Univ Sheffield Bubble generation for aeration and other purposes
CN101193162B (zh) * 2006-11-29 2010-05-19 中兴通讯股份有限公司 客户服务系统的分层服务路由方法
CN101159782B (zh) * 2007-11-08 2011-08-24 中兴通讯股份有限公司 大客户系统呼叫排队的装置及方法
US8879715B2 (en) * 2012-03-26 2014-11-04 Satmap International Holdings Limited Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
CN101651758B (zh) * 2008-08-13 2012-05-23 中兴通讯股份有限公司 用推送模式实现非实时媒体路由的装置及其方法
US8340274B2 (en) * 2008-12-22 2012-12-25 Genesys Telecommunications Laboratories, Inc. System for routing interactions using bio-performance attributes of persons as dynamic input
CN101742003A (zh) * 2009-12-01 2010-06-16 中国建设银行股份有限公司 呼叫分配方法及呼叫分配系统
US20140254790A1 (en) * 2013-03-07 2014-09-11 Avaya Inc. System and method for selecting agent in a contact center for improved call routing
US8750488B2 (en) 2010-08-31 2014-06-10 Satmap International Holdings Limited Predicted call time as routing variable in a call routing center system
CN102469219A (zh) * 2010-11-12 2012-05-23 中兴通讯股份有限公司 基于呼叫中心的排队处理方法及系统
US9900435B2 (en) * 2012-11-19 2018-02-20 Genesys Telecommunications Laboratories, Inc. Best match interaction set routing
CN103402032B (zh) * 2013-04-30 2018-05-08 北京讯鸟软件有限公司 基于云计算的呼叫座席多技能分配系统及分配方法
CN104125352B (zh) * 2014-06-27 2017-01-18 国家电网公司 一种基于来电需求的语音预测联动方法及其系统
CN105407240A (zh) * 2014-08-22 2016-03-16 中兴通讯股份有限公司 一种与客服坐席建立对话的方法及系统

Also Published As

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

Similar Documents

Publication Publication Date Title
SG11201808770SA (en) Agent allocation method and device, server, and storage medium
JP6434659B2 (ja) ネットワーク容量拡大のための方法および装置
CN108984301B (zh) 自适应云资源调配方法和装置
CN109558989B (zh) 排队时间预测方法、装置、设备及计算机可读存储介质
KR101894226B1 (ko) Ｉｐ 어드레스에 대응하는 위치를 결정하기 위한 방법, 장치, 및 시스템
RU2018132713A (ru) Способ и система для определения зависящих от пользователя пропорций содержимого для рекомендации
SG11201810195VA (en) Exclusive agent pool allocation method, electronic device, and computer readable storage medium
US20170142177A1 (en) Method and system for network dispatching
CN105824834B (zh) 搜索流量作弊行为识别方法及装置
US20200372526A1 (en) Methods and apparatus to determine ratings data from population sample data having unreliable demographic classifications
WO2015127864A1 (en) Method and apparatus for controlling media data to be placed at constant speed
CN105654198B (zh) 具有最优阈值筛选的品牌广告效果优化的方法
CN106303112B (zh) 一种话务均衡方法及装置
CN111507479B (zh) 特征分箱方法、装置、设备及计算机可读存储介质
JP2019507424A5 (zh)
CN113412607B (zh) 内容推送方法、装置、移动终端及存储介质
WO2017036428A3 (zh) 容量变更建议方法及装置
RU2015116611A (ru) Способ и устройство обновления "в сером режиме"
JP2016510470A5 (zh)
CN106126519A (zh) 媒体信息的展示方法及服务器
WO2016065885A1 (zh) 一种告警信息派单方法及装置
JP2015525956A5 (zh)
KR101831959B1 (ko) 빅데이터 분석 클라우드 서비스 시스템
CN109871302A (zh) 基于资源开销统计的云计算应用识别装置及方法
CN105704173B (zh) 一种集群系统数据分布方法及服务器