WO2010020164A1 - Procédé de routage permettant la réalisation de service hiérarchique de centre d’appels de nouvelle génération - Google Patents

Procédé de routage permettant la réalisation de service hiérarchique de centre d’appels de nouvelle génération Download PDF

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Publication number
WO2010020164A1
WO2010020164A1 PCT/CN2009/073290 CN2009073290W WO2010020164A1 WO 2010020164 A1 WO2010020164 A1 WO 2010020164A1 CN 2009073290 W CN2009073290 W CN 2009073290W WO 2010020164 A1 WO2010020164 A1 WO 2010020164A1
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WIPO (PCT)
Prior art keywords
user
sample
node
user priority
period
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PCT/CN2009/073290
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English (en)
Chinese (zh)
Inventor
付强
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中兴通讯股份有限公司
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Publication of WO2010020164A1 publication Critical patent/WO2010020164A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/54—Store-and-forward switching systems 
    • H04L12/56—Packet switching systems

Definitions

  • the present invention relates to the field of data communications, and in particular, to a routing method for implementing a next generation call center layered service by using a real-time measurement algorithm and a connection rate.
  • Call center also known as customer service system, is an information system used to provide users with various access methods such as telephone, fax, and e-mail. It is mainly used to process user requests, questions, complaints, suggestions, and consultations. 1860 in the telecommunications industry, 95555 in the financial industry, etc.
  • the core function of the call center is to find the right agent (route queuing strategy) for the right user, and then establish a call between the user and the agent (ie, the operator) to achieve the service to the user.
  • Hierarchical services are an important routing queuing strategy in customer service systems.
  • the customer service system implements layered services in the following ways:
  • the user is divided into multiple priorities.
  • the customer service system pre-defines a turn-on rate threshold for each user priority. When the actual turn-on rate on a user priority is less than the specified threshold on the priority, the user is given priority to the operator's service.
  • the attendant first searches for users on the set A according to the user priority from high to low, and then serves them; if the set A is an empty set, the set B searches for the user according to the user priority from high to low, and then serves the user.
  • connection rate is calculated as follows:
  • the above processing is continuously performed during the entire system operation.
  • connection rate calculation method is characterized by simple processing.
  • the disadvantage is that the user is not properly represented in the priority state. The closer the statistical time is to the start time of the current statistical period, the less accurate the connection rate is. When the statistical time is equal to the start time of this statistical period, the connection rate is 0, which does not indicate any problem. It can be seen that this method does not reflect the effect of layered services.
  • the technical problem to be solved by the present invention is to provide a routing method for realizing the next generation call center layered service, which can accurately reflect the connection rate of the user priority, thereby achieving the best effect of the layered service.
  • the present invention provides a routing method for implementing a next-generation call center layered service, which includes the following steps:
  • Configuring a user priority for the service request configuring a corresponding connection rate threshold for each user priority, and configuring a statistics period and a sampling period of the connection rate, wherein the statistical period can be divisible by the sampling period;
  • the linked list includes at least one sample node, wherein the sample node is used to record the connection rate statistical information in the corresponding sampling period;
  • the connection rate statistics information is recorded on the sample node of the sample linked list corresponding to the user priority;
  • connection rate statistics Calculating an on-rate of the user priority according to the connection rate statistics, and classifying the user priority according to the connection rate and a corresponding connection rate threshold, wherein the connection rate is low Yu
  • the user priority of the turn-on rate threshold is placed in the set A, and the user priority whose turn-on rate is higher than the turn-on rate threshold is placed in the set B;
  • Finding a suitable service request from the highest to the lowest according to the level of the user priority on the set A If the set A is empty, searching for the appropriate one on the set B according to the level of the user priority from high to low. The service request, and then the idle service attendant is reached for the found service request.
  • the sample linked list is provided with a head node and a tail node, the head node is a start node of a statistical period, and the tail node is a current sample node; when the statistical period ends, the deletion is performed.
  • the head node of each linked list and insert a new sample node as the new tail node at the tail node.
  • the number of times of switching or the number of times of service in the sampling period corresponding to the current sampling node is recorded on the tail node.
  • the statistical information recorded on the new tail node is cleared to zero. Further, the number of the sample nodes of the sample linked list is equal to the statistical period divided by the sampling period.
  • the statistics of the connection rate in the sampling period are the total number of service requests of the user in the sampling period, including the number of successful users and the number of failed users in the sampling period.
  • connection rate on the user priority is equal to the sum of the number of successful calls recorded on all the sample nodes on the sample list corresponding to the user priority divided by the service request recorded on all the sample nodes. The sum of the times. Further, if the call fails, the number of call failures on the node corresponding to the current time on the linked list of the user priority is increased by one; if the appropriate agent is not found for the user within the specified timeout period, the customer service The system CTI adds 1 to the number of call failures on the sample node corresponding to the current time on the user priority list.
  • sampling period of all the sample nodes is cleared to 0 when the system is started.
  • the queued success and the agent's phone number are returned to the user; if the appropriate agent is not found, the queue failure message is returned to the user.
  • the present invention can avoid the problems existing in the prior art and accurately reflect the turn-on rate of the user priority, thereby achieving the best effect of the layered service.
  • the invention enables the next generation call center to utilize When the layer service policy processes the user request, it can accurately reflect the connection rate of the user priority, thereby achieving the best effect of the layered service, thereby improving the user satisfaction and market share of the service, and having obvious economic benefits and society. benefit.
  • Figure 1 is a schematic view showing the structure of a sample linked list of the present invention
  • FIG. 2 is a flow chart showing the collection of sample information on the sample node of the present invention.
  • connection rate of the routing method for implementing the next-generation call center layered service at the user priority is defined as:
  • the turn-on rate at the user priority the number of successful connections on the user priority ⁇ (the number of successful connections on the user priority + the number of failed connections on the user priority).
  • the routing method of the present invention includes the following steps:
  • the system sets a sample linked list for each user priority.
  • Each node of the linked list records the connection rate statistics within a sample period.
  • the statistical information can be the total number of times the user requests the service, including the local standard. The number of successful users and the number of failed calls in the sample period.
  • Number of nodes per linked list statistical period (seconds) Sample period (seconds).
  • FIG. 1 it is a schematic structural diagram of the linked list of the present invention.
  • FIG. 1 shows 255 user priorities, which are represented by user priority 1 to user priority 255, and each user priority corresponds to one.
  • Linked list Each sample node of the sample list records the number of successful users and the total number of requests for service in the sample cycle; the head node represents the beginning of a statistical period; the tail node is the current sample. Point, the current rate counting operation in the current sampling period is performed at the tail node corresponding to the period, and the tail node is also the ending time of the current statistical period.
  • the turn-on rate on user priority 3 user priority 3, the sum of the number of successful calls recorded on all the sample nodes on the linked list, the priority 3, the users recorded on all the sample nodes on the linked list
  • the sum of the number of requested services, the sum of the number of service requests requested by the user includes the number of successful connections and the number of failed connections.
  • the system maintains each linked list in accordance with the sampling cycle.
  • the maintenance contents include: deleting the expired sample node (ie, the head node), adding a new sample node as the new tail node at the end of the linked list, and clearing the statistics recorded on the new tail node.
  • the tail node of the linked list is set to record the connection rate statistics of the current sampling period.
  • connection rate information is recorded to the end node of the sample list on the user priority level.
  • the system calculates the connection rate for each user priority according to the following method:
  • the turn-on rate on a user's priority the sum of the number of successful calls recorded on all the sample nodes on the priority list of the priority ⁇ the user request recorded on all the sample nodes on the priority linked list The sum of the number of services.
  • the users are divided into two sets based on the turn-on rate on the user priority and the turn-on rate threshold set at each level:
  • the service request is searched from high to low according to the level of the user priority, and then the idle service attendant is turned on for the found service request; if the set A is an empty set, the set B is based on the level of the user priority. Look for service requests from high to low, then connect to the idle attendant for the service request found.
  • the routing method of the present invention will be described in detail using a real-time measurement algorithm and a turn-on rate in conjunction with FIG. 1 and FIG. 1.
  • Configure user priority configure the turn-on rate threshold for each priority, configure the turn-on rate statistics period and sample period, and then start collecting the sample information on the sample nodes.
  • FIG. 2 it is a flow chart for collecting the sample information on the sample node of the present invention.
  • the collection process of the sample information on the current sample node is as follows:
  • Step 201 Configure a user priority for the service request, configure a connection rate threshold for each priority, and configure a connection rate statistics period and a sampling period.
  • the system divides the user into 255 user priorities, and then configures a corresponding switch-through threshold for each user priority.
  • the turn-on rate threshold ranges from 0% to 100%.
  • the system configuration connection rate sampling period is 30 seconds, and the statistical period is 1800 seconds, so that each sample node represents the number of successful users and the total number of service requests of the user within one 30 seconds of a statistical period. .
  • Step 202 The system sets a corresponding linked list for each service level, and clears the sampling period of all the sample nodes when the system is started.
  • the system sets a connection rate of 60 (that is, 1800 ⁇ 30) nodes for each priority, corresponding to 255 user priorities.
  • the system has a total of 255 sample lists.
  • Step 203 UP10 (representing a structural entity of the external system) sends the user's service request to the CTI (Customer Service System) through the queuing request message CpQueueReq, where the CpQueueReq carries the skill and user level.
  • CTI Customer Service System
  • Step 204 The CTI finds a suitable agent (ie, an attendant) for the user's service request.
  • a suitable agent ie, an attendant
  • Step 205 Determine whether the route is successful, that is, determine whether an appropriate operator is found; if found, proceed to step 207, otherwise proceed to step 206.
  • Step 206 If no suitable agent is found for the service request of the user, when the service request times out, proceed to step 211.
  • Step 207 If a suitable agent is found for the user's service request, the CpQueueAck is used to return the queued success and the found agent's phone number to the UP10.
  • Step 208 The UP10 establishes a call between the user and the found agent.
  • Step 209 Determine whether the call is successful, if step 210 is successful, otherwise step
  • Step 210 If the call is successful, the CTI adds 1 to the number of "successful calls" on the node corresponding to the current time on the user-level linked list.
  • Step 211 If the call fails due to system reasons or the attendant refuses to answer the call, the CTI adds 1 "call failure number" on the sample node corresponding to the current time on the user-level linked list; likewise, if specified If the user does not find a suitable agent within the timeout period, the CTI adds 1 to the number of call failures on the node corresponding to the current time on the user-level linked list. Then, returning the queue to UP10 failed.
  • connection rate on each user's priority is calculated as follows:
  • the turn-on rate on a user's priority the sum of the number of successful calls recorded on all the sample nodes on the priority list of the priority ⁇ the user request recorded on all the sample nodes on the priority linked list The sum of the number of services.
  • Set B This includes the user priority for the turn-on rate to reach the threshold.
  • the user is searched from high to low according to the level of the user priority, and then the attendant serves the user with the highest user priority level in the set A; if the set A is an empty set or all the priorities on the set A are not
  • the user waiting for the service searches for the user on the set B according to the level of the user priority from high to low, and then the attendant serves the user with the highest priority level of the user on the set B.
  • the CTI returns to UP10 with the CpQueueAck message.
  • the queue is successful and the agent phone number.
  • UP10 establishes a call between the user and the agent.
  • the customer service system implements a layered service to the user based on the real-time measurement algorithm.
  • the above described embodiments are merely preferred embodiments for the purpose of fully illustrating the invention, and the scope of the invention is not limited thereto. Equivalent substitutions or modifications made by those skilled in the art based on the present invention are within the scope of the present invention. The scope of the invention is defined by the claims.
  • the present invention can avoid the problems existing in the prior art and accurately reflect the connection rate on the user priority, thereby achieving the best effect of the layered service.
  • the present invention enables the next-generation call center to accurately reflect the connection rate of the user priority when processing the user request by using the layered service policy, thereby achieving the best effect of the layered service, thereby improving the user satisfaction and market possession of the service. Rate, there are obvious economic and social benefits.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention concerne un procédé de routage permettant la réalisation de service hiérarchique de centre d’appels de nouvelle génération. Le procédé comprend : la configuration de priorités d’utilisateurs, de seuils de taux d’admission, de périodes statistiques et de périodes d’échantillonnage pour une demande de services; l’établissement de listes associées d’échantillonnage correspondantes et de nœuds d’échantillonnage pour des priorités d’utilisateurs; à l’expiration de la période statistique, l’insertion d’un nouveau nœud d’échantillonnage pour chaque liste associée d’échantillonnage; lors de la réception d’une demande de service pendant la période d’échantillonnage, l’enregistrement d’information statistique de taux d’admission sur le nœud d’échantillonnage; la classification des priorités d’utilisateurs  selon les taux d’admission et les seuils de taux d’admission, les priorités d’utilisateurs inférieures aux seuils de taux d’admission étant positionnées dans un agrégat A, les priorités d’utilisateurs supérieures aux seuils de taux d’admission étant positionnées dans un agrégat B; et la recherche d’une demande de service appropriée dans l’agrégat A en ordre descendant de la plus élevée vers la plus faible selon les priorités d’utilisateurs, et si l’agrégat A est vide, la recherche dans l’agrégat B, et l’admission d’un opérateur au repos pour la seconde demande de service recherchée. L’invention peut refléter avec précision le taux d’admission sur la priorité d’utilisateur et permettre au service hiérarchique d’avoir la meilleure performance possible.
PCT/CN2009/073290 2008-08-22 2009-08-17 Procédé de routage permettant la réalisation de service hiérarchique de centre d’appels de nouvelle génération WO2010020164A1 (fr)

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CN200810214312.7 2008-08-22
CN 200810214312 CN101656805B (zh) 2008-08-22 2008-08-22 实现下一代呼叫中心分层服务的路由方法

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Publication number Priority date Publication date Assignee Title
CN102238290B (zh) * 2010-04-21 2014-04-02 华为技术有限公司 呼叫处理方法、装置和系统
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
CN104125354B (zh) * 2014-06-27 2017-04-26 国家电网公司 一种基于来电需求的调控语音服务方法及其系统
CN105530388B (zh) * 2015-12-03 2018-10-02 北京佳讯飞鸿电气股份有限公司 一种人工话务系统中提高接续效率的方法
CN107343112B (zh) * 2017-07-06 2020-03-17 携程旅游信息技术（上海）有限公司 基于呼叫中心座席分层的智能话务分配方法

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CN1466080A (zh) * 2002-06-13 2004-01-07 华为技术有限公司 一种实时采样数据的平滑统计方法
CN1499847A (zh) * 2002-11-11 2004-05-26 华为技术有限公司 分层接入的路由方法
CN1553375A (zh) * 2003-05-29 2004-12-08 华为技术有限公司 一种设备性能统计数据的采集及处理方法
CN1741627A (zh) * 2004-08-27 2006-03-01 华为技术有限公司 一种呼叫中心的呼叫路由方法

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1466080A (zh) * 2002-06-13 2004-01-07 华为技术有限公司 一种实时采样数据的平滑统计方法
CN1499847A (zh) * 2002-11-11 2004-05-26 华为技术有限公司 分层接入的路由方法
CN1553375A (zh) * 2003-05-29 2004-12-08 华为技术有限公司 一种设备性能统计数据的采集及处理方法
CN1741627A (zh) * 2004-08-27 2006-03-01 华为技术有限公司 一种呼叫中心的呼叫路由方法

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