WO2011072574A1

WO2011072574A1 - Method, system and data processing apparatus for call connection

Info

Publication number: WO2011072574A1
Application number: PCT/CN2010/079304
Authority: WO
Inventors: 刘诗凯
Original assignee: 华为技术有限公司
Priority date: 2009-12-16
Filing date: 2010-12-01
Publication date: 2011-06-23
Also published as: CN102104693A; CN102104693B

Abstract

The embodiment of the present invention discloses a method, system and data processing apparatus for call connection. The method includes the following steps: obtaining performance data of agent performance indexes from a third party system; reordering the agent performance indexes of all the agents according to the obtained performance data of agent performance indexes and obtaining an updated order of the agent performance indexes, in order to select one connection agent from all the agents according to the updated order of the agent performance indexes by a call connection device in next call connection process. According to the present invention, the operation efficiency of the operator and client satisfaction with the operator are improved.

Description

Method, system and data processing device for call connection

This application claims priority to Chinese Patent Application No. 200910252778.0, entitled "Calling Method, System and Data Processing Device for Call Connection", filed on December 16, 2009, prior application file The content is incorporated herein by reference. TECHNICAL FIELD The present invention relates to the field of call center technologies, and in particular, to a call connection method, system, and data processing apparatus. Background technique

Since the customer service system is the most effective way for operators to reach users, the customer service system needs to support more, more flexible and smarter connection strategies to improve operators' operational efficiency and user-to-operation. Business satisfaction. At present, when the called user is a seat of a merchant service system or a self-service system, the existing connection method is to obtain an agent performance index reflecting the quality of the agent work from the connection system to the third-party system, and sort according to the agent performance index. Select one of the agents from the various agents to serve the calling user.

The inventor found in the research that in the actual operation process, such a situation sometimes occurs: The operator billing system has a fault on a certain day, a large number of users are charged incorrectly, resulting in a large-scale user complaint, and the operator is facing the fault. In the case of the information system, the announcement was made and the complaint resolution method was explained. Some agents with higher performance indicators may not be able to effectively deal with the current complaints because they do not see the announcement or the difference in the understanding of the announcement. If you select these agents with higher performance metrics and the top ranked seats as the continuation agent as the calling user service, the user's satisfaction with the operator will eventually decrease. Summary of the invention

In order to solve the above technical problem, an embodiment of the present invention provides a call connection method, system, and data processing apparatus to improve operator operational efficiency and user satisfaction with operators.

The embodiment of the invention discloses the following technical solutions:

A call connection method includes: obtaining performance data of an agent performance indicator from a third-party system; reordering the agent performance indicators of all agents according to the obtained performance data of the agent performance indicator, and obtaining an updated agent performance index order, so as to The call connection device is updated according to the The agent performance index is sorted from each agent to select a continuation agent.

A call connection system, comprising: a real-time indicator calculation device and a call connection device, wherein the real-time indicator calculation device is configured to acquire performance data of a seat performance indicator from a third-party system, and perform performance data according to the obtained agent performance index The order of the agent performance indicators of all the agents is re-sorted, and the updated agent performance index is sorted. The call splicing device is configured to select one continuation agent from each agent according to the updated agent performance index.

A data processing apparatus, comprising: an obtaining unit, configured to obtain performance data of a current agent performance indicator from a third-party system; and a sorting unit, configured to reorder the agent performance indicators of all agents according to performance data of the obtained agent performance indicator And obtaining updated order performance indicator rankings, so that the call connecting device selects one consecutive agent from each agent according to the updated agent performance index order.

It can be seen from the foregoing embodiment that the performance data of the agent performance index is obtained, and the agent performance index of all agents is reordered according to the performance data of the obtained agent performance indicator, so that the agent used in each call connection process is used. The performance indicators are ranked differently, which makes the agent performance indicators become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operator's operational efficiency and user satisfaction with operators.

BRIEF DESCRIPTION OF THE DRAWINGS In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings to be used in the embodiments or the description of the prior art will be briefly described below, and obviously, in the following description The drawings are only some of the embodiments of the present invention, and other drawings may be obtained from those skilled in the art without departing from the drawings.

1 is a flow chart of an embodiment of a method for call connection according to the present invention;

2 is a flow chart of a call connection process when a complaint case occurs in the present invention;

3 is a structural diagram of an embodiment of a call connection system according to the present invention;

4 is a structural diagram of an embodiment of a data processing apparatus according to the present invention. The embodiments of the present invention will be described in detail below with reference to the accompanying drawings. Please refer to FIG. 1, which is a flowchart of an embodiment of a call connection method according to the present invention. The method includes the following steps:

Step 101: Obtain performance data of a current agent performance indicator from a third-party system;

The third-party system is usually a customer service system, and the agent performance indicator includes: one or more of a satisfaction indicator, a processing efficiency indicator, an inbound marketing success amount indicator, or a perceived connection rate indicator. combination.

When the agent performance indicator is satisfaction, the performance data of obtaining the current agent performance indicator from the third-party system includes: obtaining an interactive voice response IVR satisfaction from the customer service system and/or obtaining an on-hook short message satisfaction from the customer service system. degree.

When the agent performance indicator is a processing efficiency indicator, the obtaining performance data of the current agent performance indicator from the third-party system includes: obtaining an agent service duration and/or a problem resolution rate from the customer service system.

Further, the third-party system may further include: a Boss (Business and Operation Support System) business system or a business analysis system.

It should be noted that the present invention does not specifically define the seating performance index.

Optionally, the obtaining the performance data of the agent performance indicator from the third-party system may include: acquiring performance data of the fixed-number of agent performance indicators from the third-party system after the connection agent completes the fixed-number service; The order of re-arranging the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicators includes: sorting the agent performance indicators of all the agents according to the performance data of the fixed number of seat performance indicators. For example: A counter can be set, and the fixed number of cycles is 5 times. When the agent is serviced 5 times, the counter is counted 5 times, and a fixed number of agent performance indicators are obtained from the third-party system.

Optionally, the obtaining performance data of the agent performance indicator from the third-party system includes: acquiring, at each fixed time period, a seat performance indicator of the fixed time period from the third-party system; The performance data of the agent performance index is re-arranged to the agent performance index of all the agents. The performance data of the agent performance index of the fixed time period is averaged to obtain the performance of the average agent performance index of the fixed time period. Data, reordering the agent performance indicators of all agents according to the performance data of the average agent performance index of the fixed time period.

For example, you can set a timer with a fixed period of 10 hours, when the timer expires. Obtain a seat performance indicator for a fixed time period from the third-party system.

Step 102: Reorder the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicators, and obtain an updated order of the agent performance indicators, so that the call connecting device selects one of the agents according to the updated agent performance index. Continue to sit.

The call splicing device reselects a continuation agent from each agent according to the updated agent performance index, including: selecting the agent ranked in the top N from the updated agent performance index ranking, and arbitrarily selecting from the selected top N seats Select a free agent, where N is a pre-set non-zero natural number. For example, if N can be 1, choose an agent with the best agent performance index in the updated agent performance index ranking from each idle agent.

It should be noted that the executor of the foregoing steps 101 and 102 may be a call splicing device in the call splicing system, or a new function module in the call continuation system, which is not limited by the present invention.

It can be seen from the above embodiment that the performance data of the agent performance index is obtained, and the agent performance indicators of all the agents are reordered according to the performance data of the obtained agent performance index, so that the agent used in each call connection process is used. The performance indicators are ranked differently, which makes the agent performance indicators become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operator's operational efficiency and user satisfaction with operators. The following is an application scenario in which the calling user complains about the problem of the tariff. Referring to FIG. 2, a flow chart of a call connection process when a complaint case occurs in an embodiment of the present invention.

Step 201: The calling user B initiates a call request to the call connecting device.

Step 202: After receiving the call request of the calling user B, the call connection device identifies the call request as a complaint, acquires the agent performance index order from the real-time indicator calculation device, selects the artificial agent A from each agent, and the call connection device will be the main The call request of user B is transferred to the agent A.

For example, after the call connection apparatus receives the call request of the user B, the call performance index of the current call connection process is obtained from the real-time indicator calculation device, and the performance index is optimal according to the agent performance index of the current call connection process. Agents, for example, the best performance indicator is agent A, and finally transfer user B's call request to manual agent A.

Alternatively, after the call connection apparatus receives the call request of the user B, the call performance index of the current call connection process is obtained from the real-time index calculation device, and the call is continued from the current call. In the order of the agent performance index, the agent ranked in the top N position is selected, and a free agent is randomly selected from the selected first N seats, where N is a preset non-zero natural number.

In a practical application scenario of the complaint, the call splicing device sorts the agent performance indicators obtained by the real-time index calculation device into the satisfaction index ranking and the processing efficiency index. For the specific sorting manner, refer to step 205. Of course, in this embodiment, the order of the agent performance indicators acquired by the call connecting device to the real-time index calculation device may be any one of the satisfaction index ranking or the processing efficiency index ranking.

Step 203: After receiving the call request, the artificial agent A establishes a call connection with the calling user B, and processes the complaint problem of the calling user B. In addition, the call connection system automatically inputs the manual agent of the service to the customer service system. Performance data for A's performance metrics.

Among them, in the actual application scenario of a complaint case, the performance data of the satisfaction indicator includes: IVR (Interactive Voice Response) satisfaction and/or on-hook SMS satisfaction, performance data of the processing efficiency indicator including the agent Service duration and / or a problem resolution rate.

Among them, IVR satisfaction refers to the satisfaction that the user selects according to the voice prompt after the agent and the user finish the call, releasing the user to the IVR for satisfaction survey. The user-selected satisfaction is automatically entered into the customer service system by the call connection system. On-hook SMS satisfaction refers to the satisfaction survey conducted by the call center to send a text message to the user after the user hangs up with the agent, and the user responds according to the content of the short message. The satisfaction of the user's reply is automatically entered into the customer service system by the call connection system.

The service duration refers to the time from the success of the connection to the time when the user hangs up; the one-time resolution rate refers to the ratio of the manual service request to the user, and the one-time solution refers to the fixed time (for example, two hours) after the user obtains the service of the artificial agent. ) If you do not request the manual service again using the same number, it is resolved once. After that, the call connection system automatically counts the resolution rate of the serviced users, and automatically records the statistical results into the customer service system.

For example, in this embodiment, the performance data of the satisfaction indicator includes: IVR (Interactive Voice Response) satisfaction and on-hook short message satisfaction, and the performance data of the processing efficiency indicator includes the duration of the agent service and a problem. The resolution rate is two.

In addition, in addition to the performance data of the performance indicators of the manual agent A of the service, the manual agent A also includes the user number, the seat number, the caller name, and the complaint question. Step 204: The real-time indicator calculation device determines whether the timer expires. If the timeout occurs, the real-time indicator calculation device acquires performance data of performance indicators of all the artificial agents in a time period from the customer service system, and performs step 205. If not, the process ends. The process, and the call connection device waits for the next call connection service. Wherein, a timer is set in the call connection system. When the timer expires, it is the trigger time point for reordering the agent performance index. The real time indicator computing device first acquires the time period of the timer from the customer service system. Performance data of performance indicators of all manual agents, and determine the order of new agent performance indicators; when the timer does not time out, wait for the next call to continue service, and the next call connection service still uses the agent Sort performance indicators.

Step 205: The real-time indicator calculation device reorders the agent performance indicators of all the agents according to the performance data of the performance indicators of all the artificial agents.

The real-time indicator computing device first averages the performance data of the agent performance index of a fixed time period, and obtains the performance data of the average agent performance index of a fixed time period, and then performs the performance of the average agent performance index according to a fixed time period. The data is reordered for the agent performance indicators of all agents. For example, in this embodiment, the agent performance indicators acquired by the real-time indicator calculation device are the satisfaction indicator and the processing efficiency indicator. Then, the implementation index calculation device averages the obtained satisfaction degree data and the processing efficiency index data of a fixed time period, and obtains the average satisfaction index data and the average processing efficiency data of each artificial seat in a fixed time period. For example, the above two average data can be obtained by an arithmetic average method. In this embodiment, the performance data of the satisfaction indicator has two satisfactions of IVR and satisfaction of the on-hook SMS. When the real-time computing device obtains the two performance data, the two data may be averaged (eg, The arithmetic average, geometric average or weighted average method obtains the entire satisfaction index value or the sum of the two data to obtain the entire satisfaction index value; likewise, in this embodiment, the performance data of the processing efficiency index has the agent service The duration and the first problem resolution rate are two. When the real-time computing device obtains the two or more performance data, the two or more performance data may also be averaged (eg, arithmetic average, geometric average, or weighted average). The way to obtain the entire processing efficiency indicator value or to sum the two data to obtain the entire processing efficiency index value.

When a fixed-time average efficiency index data and average satisfaction index data are obtained, the real-time computing device can also use averaging (eg, arithmetic average, geometric mean, or weighting). The average performance method or the sum of the two data to obtain the comprehensive performance data values of each artificial agent. For example, in step 302, in the ranking of performance indexes of the agent obtained by the call connecting device, the comprehensive performance data value obtained by the above method by the artificial agent A is 80%, which is the first place in the sorting, and the artificial seat B The comprehensive performance data value is 60%, which is the second place in the sorting. The comprehensive performance data value of the artificial seat C is 50%, which is the third place in the sorting. After the artificial agent A has handled the incident of the charge information complaint, the artificial seat A has high user satisfaction and low processing efficiency when completing the charge complaint case, and finally the comprehensive performance data value of the artificial seat A is reduced to 40%. The other two artificial seats B and C in the system have not processed the event, and the comprehensive performance data values remain 60% and 50%. According to the comprehensive performance data value, the agent performance index of the artificial agent A will be reduced. For the third place, the artificial seat B rose to the first place, and the artificial seat C rose to the second place.

It should be noted that the embodiment of the present invention does not limit the agent performance index, and may include any one or any combination of the satisfaction indicator, the processing efficiency indicator, the inbound marketing success amount indicator, and the perceived connection rate indicator.

In other practical application scenarios, the call connection device may also obtain other arbitrary agent performance index rankings from the real-time indicator computing device. For example, when an operator launches a marketing campaign, such as a gift, a package, a fake package, and other hot events. At this time, the user selects the hotspot activity access through the voice prompt, and the call connecting device selects the idle agent with the high success rate of the hot spot active call-in marketing implementation, and records the performance data of the inbound marketing success indicator after the agent processing is completed. To the third-party system, the third-party system notifies the real-time indicator computing device, and finally the real-time index computing device reorders the agent performance indicators of all the agents according to the performance data of the performance indicators of the artificial agent.

Among them, the performance data of the inbound marketing implementation success indicator includes: The success rate of the inbound marketing implementation means that the agent understands the user's intention through contact with the customer who calls the call center, and successfully targets the user. The number of sexual marketing. The specifics include the number of times the agent assists the user to complete the specified product order through the customer service service platform, and the agent transfers the call to the specific IVR self-service voice platform, and the user subsequently completes the service processing according to the prompt of the self-service voice platform.

As shown in the foregoing embodiment, the performance data of the current agent performance index is periodically acquired, and the agent performance indicators of all the agents are reordered according to the performance data of the obtained agent performance index, so that each period is performed. The order performance indicators used in the call connection process are different, which makes the agent performance indicator become dynamic data, which increases the flexibility of the connection process. Ultimately, the operator's operational efficiency and user satisfaction with operators are improved.

Corresponding to the above method for a call connection, the embodiment of the present invention further provides a system for call connection. Please refer to FIG. 3, which is a structural diagram of an embodiment of a call connection system according to the present invention, including a real-time index calculation device 301 and a call connection device 302. The internal structure and connection relationship are further introduced below in conjunction with the working principle of the system.

The real-time indicator calculation device 301 is configured to obtain the performance data of the agent performance indicator from the third-party system after the current connection agent completes the service, and reorder the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicator. Updated ranking of agent performance indicators;

The call splicing device 302 is configured to select one continuation agent from each agent according to the updated agent performance index.

The real-time indicator computing device 301 includes:

a first obtaining unit, configured to acquire performance data of a fixed number of agent performance indicators from the third-party system after the connection agent completes the fixed number of services;

The first sorting unit is configured to sort the seating performance indicators of all the seats according to the performance data of the fixed number of seat performance indicators.

Or the real-time indicator computing device 301 includes: a second acquiring unit, configured to acquire performance data of a seat performance indicator of a fixed time period from the third-party system when each fixed time period arrives; And performing performance calculation on the performance data of the agent performance index of the fixed time period to obtain performance data of the average agent performance index of the fixed time period, and performance data of the average agent performance indicator according to the fixed time period. Reorder the agent performance indicators for all agents.

The call splicing device 302 includes: a selecting unit, configured to select an agent ranked in the top N from the updated ranking of the agent performance indicators, and arbitrarily select a free agent from the selected first N seats, where N is a A pre-set non-zero natural number.

The third-party system is a customer service system, and the agent performance indicator includes: one or more of a satisfaction indicator, a processing efficiency indicator, an inbound marketing success amount indicator, and a perceived connection rate indicator. combination.

It should be noted that the third-party system further includes: a Boss business system or a business analysis system.

It should also be noted that the present invention does not limit the specific physical location of the real-time indicator computing device. It can be integrated in the call connection system, integrated in a third-party system, or independent of the call connection system and third-party systems.

For the performance data, the next call connection, the selection of a continuation agent, and the specific working process involved in the embodiment, reference may be made to the related content disclosed in the foregoing embodiments of FIG. 1 and FIG. Narration.

It can be seen from the foregoing embodiment that the performance data of the agent performance index is obtained, and the agent performance indicators of all the agents are ranked according to the obtained performance data of the agent performance index, so that the agent performance used in each call connection process is obtained. The ranking of indicators is different, which makes the performance indicators of the agents become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operational efficiency of operators and the satisfaction of users with operators.

Referring to FIG. 4, it is a structural diagram of an embodiment of a data processing apparatus according to the present invention. The data processing apparatus includes: an obtaining unit 401 and a sorting unit 402, where

The obtaining unit 401 is configured to obtain performance data of the current agent performance indicator from the third-party system after the current connection agent completes the service;

The sorting unit 402 is configured to reorder the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicators, and obtain updated order performance index rankings, so that the call connecting device sorts the seats from the agents according to the updated agent performance indicators. Choose a continuation agent.

The obtaining unit 401 includes:

a first obtaining unit, configured to obtain performance data of a fixed number of agent performance indicators from the third-party system after the continuation agent completes the fixed number of services;

The sorting unit 402 includes a first sorting unit, configured to sort the seating performance indicators of all the seats according to the performance data of the fixed number of seating performance indicators;

Alternatively, the obtaining unit 401 includes a second acquiring unit, configured to acquire performance data of the agent performance indicator of a fixed time period from the third-party system when each fixed time period arrives; then the sorting unit 402 includes a second sorting unit, configured to perform an average operation on the performance data of the agent performance indicator of the fixed time period to obtain performance data of the average agent performance index of the fixed time period, according to the average of the fixed time period The performance data of the agent performance indicator ranks the order of the agent performance indicators of all agents. For the performance data, the next call connection, the selection of a continuation agent, and the specific working process involved in the embodiment, reference may be made to the related content disclosed in the foregoing embodiments of FIG. 1 and FIG. Narration.

It can be seen from the foregoing embodiment that the performance data of the agent performance index is obtained, and the agent performance indicators of all the agents are arranged according to the performance data of the obtained agent performance index, so that the call connection process used in each cycle is used. The performance index of the agents is different, which makes the performance indicators of the agents become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operator's operational efficiency and the user's satisfaction with the operators.

It should be noted that those skilled in the art can understand that all or part of the processes in the foregoing embodiments can be implemented by a computer program to instruct related hardware, and the program can be stored in a computer readable storage. In the medium, the program, when executed, may include the flow of an embodiment of the methods as described above. The storage medium may be a magnetic disk, an optical disk, a read-only memory (ROM), or a random access memory (RAM).

The above description of the method, system and data processing apparatus for a call connection provided by the present invention is merely for facilitating understanding of the method and core idea of the present invention; and, for a person of ordinary skill in the art, In view of the above, the description of the present invention is not limited to the scope of the present invention.

Claims

Claim

A method for call connection, characterized in that it comprises:

Obtain performance data of agent performance indicators from a third-party system;

According to the obtained performance data of the agent performance index, the order of the agent performance indicators of all the agents is reordered, and the updated agent performance index is sorted, so that the call connecting device selects one of the agents from each agent according to the updated agent performance index.

The method according to claim 1, wherein the obtaining the performance data of the agent performance indicator from the third-party system comprises: acquiring the fixed number of times from the third-party system after the connection agent completes the fixed-number service Performance data for the performance indicators of the agent;

Then, the order of re-arranging the agent performance indicators of all the agents according to the performance data of the acquired agent performance indicators includes:

The order performance index of all agents is reordered according to the performance data of the fixed number of agent performance indicators.

The method according to claim 1, wherein the obtaining the performance data of the agent performance indicator from the third-party system comprises: acquiring a fixed time period from the third-party system when each fixed time period arrives Performance data for the performance indicators of the agent;

The performance data of the agent performance index of the fixed time period is averaged to obtain performance data of the average agent performance index of the fixed time period, and the performance data of the average agent performance index of the fixed time period is re-established. The order in which the agent performance indicators are ranked for all agents.

The method according to claim 1, wherein the call splicing device selects one continuation agent from each agent according to the updated agent performance index ranking, including:

Selecting the top N seats from the updated agent performance index sorting, and arbitrarily selecting one free seat from the selected top N seats, where N is a preset non-zero Natural number.

The method according to claim 1, wherein the third-party system is a customer service system, and the agent performance indicators include: a satisfaction indicator, a processing efficiency indicator, an inbound marketing success indicator or a perception Any one or any combination of the turn-on rate indicators.

The method according to claim 1, wherein the third-party system further comprises: a business operation support system Boss business system or a business analysis system.

The method according to claim 2, wherein when the agent performance indicator is a satisfaction indicator, the obtaining performance data of the current agent performance indicator from the third-party system comprises: obtaining an interaction from the customer service system Voice response IVR satisfaction and/or satisfaction of the on-hook SMS from the customer service system;

Alternatively, obtain the agent service duration and/or a problem resolution rate from the customer service system.

A call connection system, comprising: a real-time index calculation device and a call connection device, wherein

The real-time indicator computing device is configured to obtain the performance data of the agent performance indicator from the third-party system, and reorder the agent performance indicators of all the agents according to the obtained performance data of the agent performance index, and obtain the updated agent performance index ranking;

The call splicing device is configured to select one continuation agent from each agent according to the updated agent performance index order.

9. The system according to claim 8, wherein the real-time indicator computing device comprises:

a first sorting unit, configured to sort the seating performance indicators of all the seats according to the performance data of the fixed number of agent performance indicators;

Or,

a second obtaining unit, configured to arrive from the third party system when each fixed time period arrives Obtain performance data of a seat performance indicator for a fixed time period;

a second sorting unit, configured to perform an average operation on the performance data of the agent performance indicator of the fixed time period to obtain performance data of the average agent performance index of the fixed time period, according to the average of the fixed time period The performance data of the agent performance indicator ranks the order of the agent performance indicators of all agents.

The system according to claim 1, wherein the call splicing device comprises: a selecting unit, configured to select a seat ranked in the top N from the updated order of agent performance indicators, and from the selected one An idle seat is arbitrarily selected among the N seats, where N is a preset non-zero natural number.

11. The system of claim 8 wherein the third party system further comprises a Boss business system or a business analysis system.

12. A data processing apparatus, comprising:

An obtaining unit, configured to obtain performance data of a current agent performance indicator from a third-party system; and a sorting unit, configured to reorder the agent performance indicators of all agents according to the obtained performance data of the agent performance indicator, and obtain an updated order of the agent performance indicators , so that the call splicing device selects one continuation agent from each agent according to the updated agent performance index order.

The device according to claim 12, wherein the acquiring unit comprises: a first acquiring unit, configured to acquire the fixed number of times from the third-party system after the connecting agent completes a fixed number of services Performance data of agent performance indicators;

The sorting unit includes a first sorting unit, configured to sort the seating performance indicators of all the seats according to the performance data of the fixed number of agent performance indicators;

Or,

The obtaining unit includes a second obtaining unit, configured to acquire performance data of a seat performance indicator of a fixed time period from the third-party system when each fixed time period arrives;

The sorting unit includes a second sorting unit, configured to average the performance data of the seat performance indicator of the fixed time period to obtain the flat period of the fixed time period. Performance data of the performance indicators of the seats, according to the performance data of the average agent performance index of the fixed time period, the order of the agent performance indicators of all the agents is arranged.