TW202345044A - Method for dispatching online service persons and server end thereof capable of automatically dispatching an online service person to a customer in real time - Google Patents

Abstract

Provided is a server end for dispatching online service persons, which is suitable for dispatching an online service person to a customer. After the server end receives a dispatch request, the server end determines whether there is at least one on-duty person available for dispatching in an on-duty group. When the server end determines that there is no at least one on-duty person available for dispatching in the on-duty group, the server end determines whether there is at least one support person available for dispatching in a support group, wherein each support person available for dispatching has a score greater than a preset value. When the server end determines that there is at least one support person available for dispatching in the on-duty group, the server end obtains a corresponding support person available for dispatching with the highest score from the at least one support person available for dispatching for serving as a target online service person.

Description

Method for dispatching online service personnel and its server side

The present invention relates to a personnel dispatching method, and in particular, to a method of dispatching online service personnel who are on standby online and a server end thereof.

In the past, after a traffic accident occurred, the person involved in the accident had to call the customer service staff of the car insurance company to report the incident. The customer service staff then contacted the customer service staff to resolve on-site problems and inquire whether someone needed to be sent to the scene for assistance. After the customer service staff determined that the person involved in the accident needed assistance, After the on-site service, the customer service staff will send the on-duty service claim adjuster to the scene. The following three problems are likely to be encountered. The first is that if the accident scene is a highway or expressway, the service claim adjuster cannot go to the scene for service; The second is that if the accident scene is in a relatively remote area, it will increase the time for the service claim adjusters to arrive and the person involved in the incident to wait. The third is that if the service claims adjusters are handling other cases, off-duty service claims adjusters will need to be mobilized. processing so that off-duty service claims staff need to be on call at all times.

Therefore, it is necessary to come up with a method to solve the above three problems that customer service personnel face when dispatching service claims personnel after the story occurs.

Therefore, an object of the present invention is to provide a method for dispatching online service personnel that can dispatch online service personnel immediately and automatically.

Therefore, the present invention is a method for dispatching online service personnel, which is suitable for dispatching front-line service personnel to a customer, and is implemented by a server. The server stores the personnel information of multiple on-duty personnel and multiple support personnel. Support personnel information, these on-duty personnel constitute a on-duty group, each on-duty personnel information includes a status related to the corresponding on-duty personnel, these support personnel constitute a support group, each support personnel information includes a related Based on the status and score of the corresponding support personnel, the method of dispatching online service personnel includes one step (A), one step (B), and one step (C).

The step (A) is to use the server to determine whether there is at least one dispatchable duty person in the duty group after the server receives a dispatch request, and the status of each dispatchable duty person is on standby. .

This step (B) is when the server determines that the at least one dispatchable support person does not exist in the duty group, and the server determines whether there is at least one dispatchable support person in the support group, The status of each dispatchable support personnel is on standby, and the score of each dispatchable support personnel is greater than a preset value.

The step (C) is when the server determines that there is at least one dispatchable support personnel in the rotation group, and the server obtains a pair of dispatchable support personnel with the highest score from the at least one dispatchable support personnel. Support staff serve as a target online service staff.

Another object of the present invention is to provide a server that can dispatch online service personnel instantly and automatically.

Therefore, the server of the present invention for dispatching online service personnel is suitable for dispatching first-line service personnel to a customer. The server includes a storage unit and a processing unit.

The storage unit is used to store the on-duty personnel data of multiple on-duty personnel and the support staff data of multiple support personnel. The on-duty personnel form a on-duty group. Each on-duty personnel data includes a status related to the corresponding on-duty personnel. , these support personnel form a support group, and each support personnel information includes a status and rating related to the corresponding support personnel.

The processing unit is electrically connected to the storage unit.

Wherein, after the processing unit receives a dispatch request, the processing unit determines whether there is at least one dispatchable duty person in the duty group stored in the storage unit, where the status of each dispatchable duty person is on standby. , when the processing unit determines that the at least one dispatchable support person does not exist in the duty group, the processing unit determines whether there is at least one dispatchable support person in the support group, where each dispatchable support person The status is on standby, and the score of each dispatchable support person is greater than a preset value. When the processing unit determines that there is at least one dispatchable support person in the rotation group, the processing unit selects from the at least one dispatchable support person. Dispatchable Support Personnel Get a pair of dispatchable support agents with the highest rating as a target online agent.

The effect of the present invention is to use the server to determine whether there is at least one dispatchable on-duty person. When it is determined that there is not at least one dispatchable on-duty person, it is determined whether there is at least one dispatchable support person. When it is determined that the at least one dispatchable support person exists, the target online service person is obtained from the at least one dispatchable support person, so that the online service person can be dispatched immediately and automatically.

Referring to Figure 1, one embodiment of the method for dispatching online service personnel of the present invention is implemented by a server 2. The server 2 is suitable for dispatching first-line service personnel to a customer and connects multiple customers through a communication network 1. A support terminal 8 held by the support personnel, a client terminal 3 held by the customer, an evaluation terminal 4 held by an evaluator, and a customer service terminal 5 held by a customer service personnel, The server 2 includes a storage unit 21, a communication unit 22 connected to the communication network 1, and a processing unit 23 electrically connected to the storage unit 21 and the communication unit 22.

The storage unit 21 is used to store the on-duty personnel data of multiple on-duty personnel and the support staff data of multiple support personnel. The on-duty personnel form a on-duty group, and each on-duty personnel information includes a data related to the corresponding on-duty personnel. status and the cumulative number of cases received. These support personnel form a support group. Each support personnel data includes a type of case to be accepted related to the corresponding support staff, and a cumulative number of cases received related to the corresponding support staff. , multiple transactions corresponding to the past case service time in which the support staff completed the service respectively in multiple different past cases, one related to the cumulative number of bid abandonments by the corresponding support staff in these past cases, and one related to the corresponding The status and score of the support staff. Each score includes a service quality score, a customer satisfaction score, a contact efficiency score, a case volume score, and an on-call score. Among them, each score is the sum of the service quality score, the customer satisfaction score, the arrival efficiency score, the case volume score, the arrival time score, and the on-call score, but is not limited to this.

Referring to Figure 1, the implementation form of the server 2 is, for example, a personal computer, a server or a cloud host, but is not limited thereto. The implementation form of the support terminal 8, the client 3, and the evaluation terminal 4 is, for example, a tablet computer, a notebook computer, and a smart phone, but is not limited thereto. The implementation form of the client 5 is, for example, a laptop computer or a personal computer, but is not limited thereto.

The following will describe the operation details of each component in the server 2, the support terminal 8, the client 3, the evaluation terminal 4 and the customer service terminal 5 in conjunction with the embodiment of the method for dispatching online service personnel of the present invention. This embodiment includes an online personnel assignment program and a personnel score updating program.

Referring to Figure 1 and Figure 2, the online personnel allocation program illustrates how to allocate front-line service personnel and includes steps 61 to 68.

In step 61 , after the processing unit 23 receives a dispatch request including a dispatch type from one of the customer service terminals 5 via the communication network 1 through the communication unit 22 , the processing unit 23 determines whether there is a dispatch request in the rotation group. There is at least one dispatchable on-duty personnel, and the status of each dispatchable on-duty personnel is on standby. When the processing unit 23 determines that the at least one dispatchable duty personnel does not exist, the process proceeds to step 62; when the processing unit 23 determines that the at least one dispatchable duty personnel exists, the process proceeds to step 67.

In step 62, for each support person, the processing unit 23 counts the cumulative standby time of the support person from a previous time point to the present. In this embodiment, the previous time point may be the time point related to the last time the corresponding support staff received a case, but is not limited to this.

In step 63, for each support person, the processing unit 23 updates the standby score of the support person based on the accumulated standby time of the support person, so as to update the score corresponding to the support person. In this embodiment, if the cumulative standby time of the support staff is longer, the corresponding standby score will be higher.

In step 64, the processing unit 23 determines whether there is at least one dispatchable support person in the support group, where the status of each dispatchable support person is on standby, and the score of each dispatchable support person is greater than a predetermined value. The setting value, and the case type that each dispatchable support person wants to receive is the same as the dispatch type of the dispatch request. When the processing unit 23 determines that the at least one dispatchable support person exists, the process proceeds to step 65; when the processing unit 23 determines that the at least one dispatchable support person does not exist, the process proceeds to step 68.

In step 65 , the processing unit 23 obtains a pair of dispatchable support personnel with the highest score from the at least one dispatchable support personnel as a target online service personnel.

In step 66 , the processing unit 23 transmits a dispatch request of the dispatch request to the support terminal 8 held by the target online service personnel via the communication network 1 through the communication unit 22 , wherein the dispatch request also includes An invitation related to the online conference room, so that the support terminal 8 held by the target online service personnel can enter the online conference room.

In step 67, the processing unit 23 obtains a pair of dispatchable on-duty personnel with the lowest cumulative number of cases received from the at least one dispatchable on-duty personnel as the target online service personnel. The processing unit 23 obtains the minimum cumulative number of cases received by the at least one dispatchable rotation staff in the current month, but is not limited to this.

In step 68 , the processing unit 23 sends a notification message via the communication unit 22 via the communication network 1 that currently no support personnel can be dispatched to the customer service terminal 5 held by the customer service personnel.

Referring to Figure 1 and Figure 3, the personnel score update program illustrates how to update the score of the target online service personnel, and includes steps 700~711.

In step 700, the processing unit 23 continuously detects the online conference within a preset time period to determine whether the support terminal 8 held by the target online service personnel has entered. When it is detected that the support terminal 8 held by the target online service personnel enters the online conference room within the preset time period, the processing unit 23 determines that the support terminal 8 held by the target online service personnel has entered the online conference room. Entering the online conference, the process proceeds to step 701; when no support terminal 8 held by the target online service personnel is detected to enter the online conference room within the preset time period, the processing unit 23 determines that there is no such The support terminal 8 held by the target online service personnel enters the online conference, and the process proceeds to step 710.

In step 701, the processing unit 23 sends another invitation related to the online meeting room to the client 3 held by the customer through the communication network 1 through the communication unit 22, so that the client 3 enters the online conference room. conference room.

In step 702, the processing unit 23 calculates a customer waiting time based on the transmission time of transmitting the dispatch request and the entry time of the target online service personnel into the online conference room.

In step 703, the processing unit 23 updates the contact efficiency score of the target online service personnel according to the customer waiting time to update the score corresponding to the target online service personnel. In this embodiment, if the customer waits longer, the corresponding contact efficiency score will be lower.

In step 704, the processing unit 23 adds one to the cumulative number of cases received by the target online service staff, and updates the case volume score of the target online service staff according to the cumulative number of cases received by the target online service staff to update the target online service staff. The rating corresponding to the target online service personnel. The processing unit 23 adds one to the cumulative number of cases received by the target online service staff in the current month. If the cumulative number of cases received by the target online service staff in the month is higher, the corresponding case volume score is lower. But it is not limited to this.

In step 705, when the processing unit 23 receives a service completion notification from the support terminal 8 held by the target online service personnel through the communication network 1 through the communication unit 22, the processing unit 23 The service time is calculated based on the entry time of the service personnel into the online conference room and the reception time of receiving the service completion notification.

In step 706, the processing unit 23 updates the service quality score of the target online service personnel based on the service time and the most recent N past case service times among the past case service times, so as to update the service quality score of the target online service personnel. corresponding rating. Among them, in this embodiment, the processing unit 23 counts the service time and a total number of past case service times corresponding to a service time that is less than a preset time. If the total number of cases is greater, The corresponding service quality score is higher, but it is not limited to this.

In step 707, the processing unit 23 stores the service time in the storage unit 21 as another past case service time of the target online service personnel.

In step 708, when the processing unit 23 receives a service evaluation score related to the case dispatch request from the evaluation terminal 4 through the communication network 1 and the communication unit 22, the processing unit 23 performs the processing according to the The service evaluation score updates the service quality score of the target online service personnel to update the corresponding rating of the target online service personnel. In this embodiment, if the service evaluation score is higher, the corresponding service quality score is higher.

In step 709, when the processing unit 23 receives an evaluation score related to the dispatch request from the client 3 through the communication network 1 and the communication unit 22, the processing unit 23 updates according to the evaluation score. The customer satisfaction score of the target online service personnel is used to update the corresponding score of the target online service personnel. In this embodiment, if the evaluation score is higher, the corresponding customer satisfaction score is higher.

In step 710, the processing unit 23 adds one to the cumulative number of bid abandonments by the target online service staff, and updates the service quality score of the target online service staff according to the cumulative number of bid abandonments by the target online service staff to update the target. The rating corresponding to the online service personnel. In this embodiment, the processing unit 23 adds one based on the cumulative number of bid abandonments by the target online service personnel in the past cases. If the corresponding cumulative number of bid abandonments is greater, the service of the target online service personnel will be Quality scores are multiplied by a lower weight. For example, if the corresponding cumulative number of abandoned bids is 1 or 2, the service quality score of the target online service staff needs to be multiplied by 0.8; if the corresponding cumulative number of abandoned bids is greater than or equal to 3, the service quality score of the target online service staff Fractions need to be multiplied by 0.1, but are not limited to this.

In step 711 , the processing unit 23 excludes the target online service personnel from the support group, and returns to step 61 to redeploy the online service personnel.

To sum up, the method of dispatching online service personnel of the present invention uses the processing unit 23 to determine whether there is at least one dispatchable on-duty personnel. When it is determined that there is not at least one dispatchable on-duty personnel, it is determined whether there is There is at least one dispatchable support person. When it is determined that there is at least one dispatchable support person, the target online service person with the highest corresponding score is obtained from the at least one dispatchable support person, and the target online service person can enter The online conference room conducts a video conference with the client 3, and then the processing unit 23 updates the score of the target online service personnel to achieve real-time and automatic dispatch of online service personnel, so the purpose of the present invention can indeed be achieved.

However, the above are only examples of the present invention. They cannot be used to limit the scope of the present invention. All simple equivalent changes and modifications made based on the patent scope of the present invention and the contents of the patent specification are still within the scope of the present invention. within the scope covered by the patent of this invention.

1: Communication network 2:Servo end 21:Storage unit 22: Communication unit 23: Processing unit 3:Client 4: Evaluation end 5:Customer service end 8:Support end 61~69: Steps 700~711: steps

Other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, in which: Figure 1 is a block diagram illustrating a server for executing an embodiment of the method for dispatching online service personnel of the present invention, connected to a client, an assessment terminal, a support terminal and a customer service terminal through a communication network; Figure 2 is a flow chart illustrating the front-line personnel allocation process of this embodiment; and FIG. 3 is a flow chart illustrating a personnel score updating procedure in this embodiment.

1: Communication network

2:Servo end

21:Storage unit

22: Communication unit

23: Processing unit

3:Client

4: Evaluation end

5:Customer service end

8:Support end

Claims (22)

A method of dispatching online service personnel, which is suitable for dispatching front-line service personnel to a customer and is implemented through a server. The server stores the on-duty personnel information of multiple on-duty personnel and the support personnel information of multiple support personnel. , these on-duty personnel constitute a on-duty group, each on-duty personnel data includes a status related to the corresponding on-duty personnel, these support personnel constitute a support group, each support personnel information includes a status related to the corresponding on-duty personnel The status and rating of the support staff. The method of dispatching online service staff includes the following steps: (A) After the server receives a dispatch request, the server determines whether there is at least one dispatchable duty person in the duty group, and the status of each dispatchable duty person is on standby; (B) When the server determines that the at least one dispatchable support person does not exist in the duty group, the server determines whether there is at least one dispatchable support person in the support group, each of which The status of the dispatchable support personnel is on standby, and the score of each dispatchable support personnel is greater than a preset value; and (C) When the server determines that there is at least one dispatchable support personnel in the rotation group, the server obtains a pair of dispatchable support personnel with the highest score from the at least one dispatchable support personnel as A target online service staff. According to the method of dispatching online service personnel as described in request item 1, the server is also connected to a plurality of support terminals held by the support personnel and a client held by the customer through a communication network. After step (C), the method of dispatching online service personnel also includes the following steps: (D) Use the server to send a pair of dispatch requests corresponding to the dispatch request to the support terminal held by the target online service personnel, wherein the dispatch request also includes an invitation related to the first-line online conference room, so that The support terminal held by the target online service personnel enters the online conference room; and (E) When the server detects that the support terminal held by the target online service personnel enters the online conference room within a preset time period, the server sends another message related to the online conference room through the server. Invite the client to the client so that the client can enter the online meeting room. In the method of dispatching online service personnel as described in claim 2, the score of each support personnel includes a service quality score, and after step (E), the following steps are also included: (F) When the server receives a service completion notification from the support terminal held by the target online service personnel, the server uses the entry time of the target online service personnel to enter the online conference room and receives the The time when the service completion notification is received is calculated as one service time; and (G) Update the service quality score of the target online service personnel according to the service time through the server. According to the method of dispatching online service personnel as described in claim 2, the server is also connected to an evaluation terminal held by an evaluator through the communication network. The score of each support personnel includes a service quality score. In step After (E), the method of dispatching online service personnel also includes the following steps: (H) When the server receives a service evaluation score related to the dispatch request from the evaluation terminal, the server updates the service quality of the target online service personnel based on the service evaluation score. score. The method of dispatching online service personnel as described in request item 2 also includes the following steps after step (D): (I) When the server does not detect that the support terminal held by the target online service personnel enters the online conference room within the preset time period, re-execute steps (A) ~ (D) through the server ) to redeploy the online service staff; When step (B) is executed again, the server will first exclude the target online service personnel from the support group. According to the method of dispatching online service personnel as described in claim 5, each support personnel information also includes a cumulative number of bid abandonments related to the corresponding support personnel, and the score of each support personnel includes a service quality score, wherein, in In step (I), when the server does not detect that the support terminal held by the target online service personnel enters the online conference room within the preset time period, the server abandons the target online service personnel. The cumulative number of bids added by one is added, and the service quality score of the target online service staff is updated based on the cumulative number of bid abandonments by the target online service staff. For the method of dispatching online service personnel as described in claim 2, the score of each support personnel includes a customer satisfaction score. After step (E), the method of dispatching online service personnel further includes the following steps: (J) When the server receives an evaluation score related to the dispatch request from the client, the server updates the customer satisfaction score of the target online service personnel according to the evaluation score. According to the method of dispatching online service personnel as described in claim 2, the score of each support personnel includes a contact efficiency score, wherein in step (E), when the server detects the When the support terminal held by the target online service staff enters the online conference room, the server also calculates a customer waiting time based on the transmission time of the dispatch request and the entry time of the target online service staff into the online conference room. , after step (E), the method of dispatching online service personnel also includes the following steps: (K) Update the contact efficiency score of the target online service staff according to the customer's waiting time through the server. For the method of dispatching online service personnel as described in claim 2, each support personnel information also includes a cumulative number of cases received by the corresponding support personnel, and the score of each support personnel includes a case volume score, where, In step (E), when the server detects that the support terminal held by the target online service personnel enters the online conference room within the preset time period, the server also returns the support terminal held by the target online service personnel to the online conference room. The cumulative number of cases received is increased by one, and the target online service staff's case volume score is updated based on the cumulative number of cases received by the target online service staff. For the method of dispatching online service personnel as described in claim 1, the score of each support personnel includes an on-call score. Between step (A) and step (B), the method of dispatching online service personnel further includes the following steps: (L) When the server determines that there is no at least one dispatchable staff member in the duty group, for each support staff member, the server statistics the status of the support staff member from a previous time point to the present. The accumulated standby time on standby; and (M) For each support staff member, the server updates the support staff's standby score based on the support staff's accumulated standby time. The method of dispatching online service personnel as described in claim 1, wherein each rotation personnel information also includes a cumulative number of cases received by the corresponding rotation personnel. After step (A), the number of dispatched online service personnel is The method also contains the following steps: (N) When the server determines that there is at least one dispatchable duty officer in the duty group, the server obtains a pair of dispatchable staff with the lowest cumulative number of cases received from the at least one dispatchable duty officer. The staff on duty serve as online service personnel for this target. A server for dispatching online service personnel. It is suitable for dispatching first-line service personnel to a customer. The server includes: A storage unit used to store the on-duty personnel data of multiple on-duty personnel and the support staff data of multiple support personnel. The on-duty personnel form a on-duty group, and each on-duty personnel data includes a data related to the corresponding on-duty personnel. Status, these support personnel form a support group, and each support personnel information includes a status and rating related to the corresponding support personnel; and a processing unit electrically connected to the storage unit; Wherein, after the processing unit receives a dispatch request, the processing unit determines whether there is at least one dispatchable duty person in the duty group stored in the storage unit, where the status of each dispatchable duty person is on standby. , when the processing unit determines that the at least one dispatchable support person does not exist in the duty group, the processing unit determines whether there is at least one dispatchable support person in the support group, where each dispatchable support person The status is on standby, and the score of each dispatchable support person is greater than a preset value. When the processing unit determines that there is at least one dispatchable support person in the rotation group, the processing unit selects from the at least one dispatchable support person. Dispatchable Support Personnel Get a pair of dispatchable support agents with the highest rating as a target online agent. The server described in request item 12 is also connected to a plurality of support terminals held by the support personnel and a client held by the customer through a communication network. The server also includes: a communication unit connected to the communication network; Among them, the processing unit transmits a pair of dispatch requests corresponding to the dispatch request to the support terminal held by the target online service personnel through the communication network, wherein the dispatch request also includes a dispatch request related to the first-line online conference room. Invitation to allow the support terminal held by the target online service personnel to enter the online conference room, when the processing unit detects that the support terminal held by the target online service personnel enters the online meeting room within a preset time period When entering the conference room, the processing unit sends another invitation related to the online conference room to the client held by the customer through the communication unit through the communication network, so that the client enters the online conference room. The server as described in claim 13, wherein the rating of each support staff stored in the storage unit includes a service quality score, when the processing unit receives a response from the target online service staff through the communication network through the communication unit. When holding a service completion notification from the support terminal, the processing unit calculates a service time based on the entry time of the target online service personnel entering the online conference room and the reception time of receiving the service completion notification, and the processing unit calculates a service time based on the The service time updates the service quality score of the target online service personnel. As for the server described in claim 13, the processing unit is also connected to an evaluation terminal held by an evaluator through the communication network, wherein the score of each support personnel includes a service quality score. When the processing unit When receiving a service evaluation score related to the dispatch request from one of the evaluation terminals through the communication unit through the communication network, the processing unit updates the service quality score of the target online service personnel based on the service evaluation score. . The server as described in claim 13, wherein when the processing unit does not detect that the support terminal held by the target online service personnel enters the online conference room within the preset time period, the processing unit re-determines Whether there is at least one dispatchable duty person in the duty group, and when the processing unit determines that there is not the at least one dispatchable duty person, the processing unit determines that the support group except the target online service person Whether there is at least one dispatchable support person, when the processing unit determines that there is at least one dispatchable support person, the processing unit obtains a pair of dispatchable support with the highest score from the at least one dispatchable support person The person serves as another target online service person, and the processing unit sends the case dispatch request to the support terminal held by the other target online service person to re-dispatch the online service person. The server as described in claim 16, wherein each support staff data stored in the storage unit also includes a cumulative number of bid abandonments related to the corresponding support staff, and the rating of each support staff includes a service quality score, When the processing unit does not detect that the support terminal held by the target online service staff enters the online conference room within the preset time period, the processing unit adds one to the cumulative number of abandoned bids by the target online service staff. And the service quality score of the target online service staff is updated based on the cumulative number of bid abandonments by the target online service staff. The server as described in claim 13, wherein the rating of each support staff stored in the storage unit includes a customer satisfaction score, and when the processing unit receives a message from the client via the communication network through the communication unit When there is an evaluation score related to the dispatch request, the processing unit updates the customer satisfaction score of the target online service personnel according to the evaluation score. The server as described in claim 13, wherein the score of each support staff stored in the storage unit includes a contact efficiency score. When the processing unit detects that the target online service staff holds the When a support client enters the online conference room, the processing unit also calculates a customer waiting time based on the transmission time of the dispatch request and the entry time of the target online service staff into the online conference room, and the processing unit calculates a customer waiting time based on The customer's waiting time updates the contact efficiency score of the target online service personnel. The server as described in claim 13, wherein each support staff information stored in the storage unit also includes a cumulative number of case receptions related to the corresponding support staff, and the score of each support staff includes a case volume score , when the processing unit detects that the support terminal held by the target online service staff enters the online conference room within the preset time period, the processing unit will also add one to the cumulative number of cases accepted by the target online service staff. , and update the target online service staff's case volume score based on the cumulative number of cases received by the target online service staff. The server as described in claim 12, wherein the score of each support staff stored in the storage unit includes a standby score, when the processing unit determines that the at least one dispatchable staff member does not exist in the duty group. , for each support person, the processing unit counts the accumulated standby time of the support person on standby from a previous time point to the present, and for each support person, the processing unit updates the support person based on the accumulated standby time. Support staff's on-call score. The server as described in claim 12, wherein each duty staff data stored in the storage unit also includes a cumulative number of case receptions related to the corresponding duty staff. When the processing unit determines that there is a case in the duty group When there is at least one dispatchable duty personnel, the processing unit obtains a pair of dispatchable duty personnel with the lowest cumulative number of cases received from the at least one dispatchable duty personnel as the target online service personnel.