WO2011131058A2 - 呼叫中心的坐席安排方法及装置 - Google Patents

呼叫中心的坐席安排方法及装置 Download PDF

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Publication number
WO2011131058A2
WO2011131058A2 PCT/CN2011/071284 CN2011071284W WO2011131058A2 WO 2011131058 A2 WO2011131058 A2 WO 2011131058A2 CN 2011071284 W CN2011071284 W CN 2011071284W WO 2011131058 A2 WO2011131058 A2 WO 2011131058A2
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WIPO (PCT)
Prior art keywords
user
agent
video
video quality
free
Prior art date
Application number
PCT/CN2011/071284
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English (en)
French (fr)
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WO2011131058A3 (zh
Inventor
詹生敏
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华为技术有限公司
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Application filed by 华为技术有限公司 filed Critical 华为技术有限公司
Priority to EP11771511A priority Critical patent/EP2472840A4/en
Publication of WO2011131058A2 publication Critical patent/WO2011131058A2/zh
Publication of WO2011131058A3 publication Critical patent/WO2011131058A3/zh
Priority to US13/466,220 priority patent/US8749608B2/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/80—Responding to QoS
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/50—Telephonic communication in combination with video communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]

Definitions

  • the present invention relates to the field of communications, and in particular, to a method and apparatus for seating arrangements in a call center.
  • the call center is an information system for providing users with various access means such as telephone, fax, and e-mail. It is mainly used to process user requests, doubts, complaints, suggestions, and questions, such as 114, 1000, 1860. 12580 and so on.
  • CTI Computer Telephony Integration
  • the routing queuing module is the core module of CTI.
  • the main function of the routing queuing module is to find the operator (seat) for the user (call).
  • the video call arrangement method is still based on the common agent arrangement method, such as: First-In First-Out (FIFO) strategy. Agents, as well as the use of the first idle allocation strategy to arrange seats.
  • FIFO First-In First-Out
  • the method of arranging agents may result in the allocation of high-end customers to fuzzy video agents, thereby failing to provide differentiated services for users.
  • Embodiments of the present invention provide a method and apparatus for seating arrangement of a call center, the method and apparatus having the feature of providing differentiated services for users.
  • a specific embodiment of the present invention provides a method for scheduling a call center, the method comprising: receiving a video call request sent by a user, and determining, according to the video call request, a seat that can provide service for the user;
  • the present invention also provides a call center seating arrangement device, the device comprising:
  • a receiving unit configured to receive a video call request sent by the user, and according to the video call request A seat that is capable of providing services to the user;
  • a calculating unit configured to calculate a video quality of the agent, and obtain a request of the video call request to the application
  • An allocating unit configured to allocate the agent to the user when the video quality of the agent calculated by the calculating unit meets the requirement of the user, or put the user into the queuing queue to wait in a queue, and when the requirement is met A free agent is assigned to a user in the queue when a free agent is available.
  • the technical solution of the embodiment of the present invention calculates the video quality of the agent when the agent is arranged, and assigns the agent that meets the user requirement to the user, and the random allocation with the prior art.
  • the advantage is that the quality of the video of the agent is considered, and the high-end customers can be assigned to the seats with better video quality, providing differentiated services for the users.
  • FIG. 1 is a flow chart of a method for a call center agent arrangement provided by the present invention
  • FIG. 2 is a structural diagram of a device for a call center seating arrangement according to the present invention.
  • the invention provides a method for a call center agent arrangement, which method comprises as follows:
  • the number of agents determined to provide services for the user may be single or multiple, and the specific number is determined by the video agent who is idle at that time. At this point, the agent can be determined to be the agent that can serve the user simply by providing the video service and providing the video service.
  • the method for implementing the S12 may be: reading, by the video capture program in the computer corresponding to the agent, the video frame from the video capture card, and After the video frame is processed by the video processing module in the computer corresponding to the agent, the video frame is evaluated by the video sequence comprehensive evaluation module in the computer, and the video quality of the agent is confirmed according to the evaluation result of the video frame.
  • the method for the video evaluation may be specifically determining a video quality according to a pixel change of a predetermined area in an adjacent frame of the video sequence;
  • the predetermined area may be any area selected by the user in the video frame, and of course,
  • the method specifically includes: first, the video sequence collected by the video capture card of the computer corresponding to the agent arrives a computer, a video processing module determines a motion vector field of a video frame (arbitrarily selected) in the video sequence; and then the video sequence comprehensive evaluation module determines a moving object region in the video frame according to the motion vector field of the video frame (corresponding to the predetermined region Calculating a square mean value of a pixel difference between a moving object region in the video frame and a corresponding region in the previous frame (the same region as the running object region); evaluating the video sequence according to the calculated square mean value, and evaluating the video sequence according to the evaluation The result is video quality.
  • the upper mean determines the video quality of the video sequence; for example, if the squared mean of the difference is greater than Q, the quality of the video sequence is poor, and when it is less than P, the quality of the video sequence is determined to be good, and the method is determined in the middle of P and Q.
  • the invention does not limit the method of video evaluation.
  • the video frame 2 is taken as a video frame selected from the video sequence as an example: the video capture card of the computer corresponding to the agent collects the video sequence, and the video processing module extracts the video. a video frame 2 in the sequence; and determining a motion vector field of the video frame 2, and finally determining a square of the pixel difference value of the same region of the moving object region of the moving object region of the video frame 2 according to the running vector field by the video sequence comprehensive evaluation module) Mean; the video sequence is evaluated according to the calculated square mean value, and the corresponding video quality is obtained according to the evaluation result.
  • the method of evaluating the video sequence based on the square mean can be found in the description in the previous paragraph.
  • the method for collecting the video frame may be in multiple manners, for example, using a camera and a video capture card to collect video frames of the agent.
  • the agent is assigned to the user, otherwise the user is placed in the queuing queue to wait in a queue, and the idle agent is allocated when the required idle agent is reached. Give the users in the queue.
  • the requirements of the above-mentioned users may specifically be: The video quality requirement is advanced, intermediate or low. If the video quality level of the agent is higher than or equal to the user's requirement, it is determined to meet the requirements of the user, otherwise the user's requirements are not met.
  • the requirements of the foregoing user may be determined according to the priority of the user. If the priority of the user is high, the corresponding requirement is advanced. If the priority of the user is low, the corresponding requirement is a low level. Other methods may be used to determine the user's requirements, such as the service items used by the user. The card determines that the corresponding requirement is advanced for the G3 user, low level for the user of the motion zone, etc., and the specific embodiment of the present invention is not limited to determining the specific form of the user's request.
  • the method for assigning an agent to the video call request in the foregoing S13 may be: if the agent determined in S11 is a single, and the video quality of the single agent meets the requirement of the user, the agent is assigned to the If the number of agents determined in S11 is multiple, and the number of agents whose video quality meets the requirements of the user is multiple, randomly assign a seat whose video quality meets the requirements to the user, or match the multiple video quality.
  • the agent with the best video quality in the required agent is assigned to the user, or the agent of the same video quality level is assigned to the user. For example: If the user request is advanced, the agent with the highest video quality is assigned to the user, such as If the user request is intermediate, the agent whose video quality is intermediate is assigned to the user.
  • the foregoing method may further include any one of the following steps after S13: Step A: If the user queues more than the set threshold, the user request is lowered and the queue is continued.
  • Step A If the user queues more than the set threshold, the user request is lowered and the queue is continued.
  • the above-mentioned reduction of the user's request can be reduced by one level.
  • the multi-level can also be reduced or directly reduced to the lowest level.
  • Step B If the user queues more than the set threshold, the idle video agent of the moment is assigned to the user.
  • the specific method for implementing step B may be: directly reducing the user's request to the level corresponding to the video quality of the idle video agent at the moment.
  • This step B is equivalent to lowering the user's request to the level corresponding to the video quality of the idle video agent at the moment, thereby avoiding the user's long-term waiting and improving the user's perception.
  • a free video agent may be randomly assigned to the user, and of course, the agent with the highest video quality level among the plurality of free video agents may be allocated.
  • the invention is not limited to the specific manner of assigning seats as described above.
  • the method for implementing step A may be as follows: The requirement that user 1 is high is taken as an example. If the time required for user 1 to queue up exceeds the set threshold, user 1 is queued from high priority. It is proposed that the user 1 is arranged in the first place of the medium priority queue; in the actual situation, the location of the user 1 can also be randomly assigned to the user 1 to the medium priority queue, and the user 1 can also be assigned. The last bit to the medium priority queue.
  • step A cannot be the minimum required user, because step A is after S11-S13, and S11 and S12 clearly indicate that there is a free video agent, so the user in S13
  • the reason for queuing is that the user request is too high, so that no video agent that meets the requirements is assigned to the user. The lowest required user will not queue up because there is a free video agent, so the user's request in step A cannot be the minimum required user. .
  • the specific method for reducing the requirement of the user to the level corresponding to the video quality of the agent at the moment may be:
  • the user's request is reduced to the level corresponding to the video quality of the agent; if there are multiple seats in this case, the user's request is reduced to the seat with the best video quality among the multiple agents.
  • the level can also reduce the user's requirements to the level corresponding to the video quality of any of the multiple agents.
  • the method for setting the threshold may be: setting a time threshold, if the time that the user queues exceeds the time threshold, determining that the user exceeds the set threshold; in actual situations, Multiple thresholds, such as setting the time threshold and the threshold value, when the user queues time exceeds the time threshold, the number of queues of the user is increased by 1. When the number of queues exceeds the threshold, the value exceeds the set threshold.
  • the method for setting the threshold may be other ways, and the specific embodiment of the present invention is not limited to the specific method of the setting.
  • Step c If a new idle agent appears, calculate the video quality of the free agent, and assign the new idle agent to the user in the queue; the user's request level is not higher than the video quality level of the new idle agent.
  • an example of an example is used to explain the method for allocating a new idle seat. If there is no free agent 1 and the video quality is advanced, the free agent 1 can be assigned to any user in the queue (this assumes the highest level of user requirements). If the video quality of the idle agent 2 is intermediate, the free agent 2 can be assigned to the user who is required to be intermediate or low in the queued queue.
  • the method for determining the new idle agent may be: if it is detected that there is a free agent, it is determined whether the free agent is the agent determined in the above S11, and if yes, it is determined that the free agent is not a new idle seat, if not, then determining The free agent is a new free agent.
  • step C may be performed after S13, and may also be performed after step A.
  • the method provided by the present invention calculates the video quality of the agent when the agent is arranged, and assigns the agent that meets the user's requirements to the user.
  • the advantage of the random allocation with the prior art is that the video quality of the agent can be considered. High-end customers are assigned to agents with better video quality, providing differentiated services for users.
  • a call center seating arrangement device comprising:
  • the receiving unit 21 is configured to receive a video call request sent by the user, and determine, according to the video call request, an agent that can provide service for the user;
  • the calculating unit 22 is configured to calculate a video quality of the agent, and obtain a request for the video call request to the application;
  • the allocating unit 23 is configured to allocate the agent to the user when the video quality of the agent calculated by the calculating unit 22 meets the requirement of the user, otherwise the user is placed in the queuing queue to wait in a queue, and when the request is met A free agent is assigned to a user in the queue when a free agent is available.
  • the calculating unit 22 includes:
  • the obtaining module 221 is configured to obtain a video sequence corresponding to the agent and a request corresponding to the user of the video call request,
  • the calculating module 222 is configured to determine a video quality according to a pixel change of a predetermined area in an adjacent frame of the video sequence.
  • the foregoing apparatus further includes:
  • the queuing unit 24 is configured to: when the user queues exceeds the set threshold, reduce the user's request and then continue to queue or allocate the video participant to the user.
  • the foregoing apparatus further includes:
  • the idle allocation unit 25 is configured to calculate the video quality of the idle agent when a new idle agent is queued, and allocate the new idle agent to the user in the queue, and the requirement level of the user in the queue is not higher than The video quality level of the new free agent.
  • the foregoing apparatus further includes:
  • the judging unit 26 is configured to determine a new idle agent, and the determining the new idle agent comprises: determining, if the idle agent is detected, whether the free agent is a determined agent, and if yes, determining that the free agent is not new If there is a free agent, if no, the free agent is judged to be a new free agent.
  • the device provided by the present invention calculates the video quality of the agent by the computing unit when performing the seating arrangement, and assigns the agent that meets the user's requirements to the user by the distribution unit, and the advantage of the random allocation with the prior art is that the The video quality of the agents enables high-end customers to be assigned to agents with better video quality, providing differentiated services for users.
  • the technical solution provided by the specific embodiments of the present invention has the advantage of providing differentiated services for users.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Multimedia (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • General Business, Economics & Management (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)

Description

呼叫中心的坐席安排方法及装置
本申请要求于 2010 年 04 月 19 日提交中国专利局、 申请号为 201010154141.0、 发明名称为 "呼叫中心的坐席安排方法及装置" 的中国专利 申请的优先权， 其全部内容通过引用结合在本申请中。
技术领域
本发明涉及通信领域， 尤其涉及一种呼叫中心的坐席安排方法及装置。
背景技术
呼叫中心是用于向用户提供电话、传真、 电子邮件等多种接入手段的信息 系统， 主要用来处理用户对企业提出的要求、 质疑、 投诉、 建议和质询， 如 114 , 1000、 1860、 12580 等。 在客呼叫中心系统中， 计算机电话集成技术 ( Computer Telephony Integration ， CTI )是一个核心设备， 路由排队模块则 是 CTI 的核心模块，路由排队模块主要功能是为用户（呼叫）找到话务员（坐 席）。 随着 3G技术的不断发展， 呼叫中心也增加了视频呼叫的业务， 视频呼 叫安排坐席的方法还是采用普通的坐席安排方法， 例如： 先入先出 （First-In First-Out ， FIFO )策略来安排坐席， 又如采用先闲先分配策略来安排坐席。
由于现有技术提供的技术方案安排坐席的方法可能出现高端客户分配到 模糊的视频坐席的情况， 进而无法为用户提供差异化服务。
发明内容
本发明实施方式提供一种呼叫中心的坐席安排方法及装置，该方法及装置 具有为用户提供差异化服务的特点。
本发明的具体实施方式提供一种呼叫中心坐席安排方法， 所述方法包括： 接收用户发送的视频呼叫请求，并根据该视频呼叫请求确定能为该用户提 供服务的坐席；
计算确定坐席的视频质量， 获取该视频呼叫请求对应用户的要求； 如计算 出的坐席的视频质量符合该用户的要求， 则将该坐席分配给该用户， 否则将该 用户放入排队队列进行排队等待，并当有达到要求的空闲坐席时将空闲坐席分 配给排队队列中的用户。
本发明还提供一种呼叫中心坐席安排装置， 所述装置包括：
接收单元， 用于接收用户发送的视频呼叫请求， 并根据该视频呼叫请求确 定能为该用户提供服务的坐席；
计算单元， 用于计算确定坐席的视频质量， 并获取该视频呼叫请求对应用 户的要求；
分配单元，用于在所述计算单元计算出的坐席的视频质量符合该用户的要 求时， 将该坐席分配给该用户， 否则将该用户放入排队队列进行排队等待， 并 当有达到要求的空闲坐席时将空闲坐席分配给排队队列中的用户。
由上述所提供的技术方案可以看出，本发明实施例的技术方案在进行坐席 安排时， 计算坐席的视频质量， 并将符合用户要求的坐席分配给该用户， 其与 现有技术的随机分配的好处在于， 考虑了坐席的视频质量， 能使高端客户分配 到视频质量较好的坐席， 为用户提供了差异化服务。
附图说明
图 1为本发明提供的一种呼叫中心坐席安排的方法流程图；
图 2为本发明提供的一种呼叫中心坐席安排的装置结构图。
具体实施方式
本发明提供一种呼叫中心坐席安排的方法， 该方法如图 1所示包括：
511、 接收用户发送的视频呼叫请求， 并根据该视频呼叫请求确定能为该 用户提供服务的坐席；
需要说明的是， 上述确定的为该用户提供服务的坐席的数量可以为单个， 也可以为多个， 具体的数量由当时空闲的视频坐席决定。 此时， 只需该坐席空 闲且能提供视频服务则可以确定为能为该用户提供服务的坐席。
512、 计算确定坐席的视频质量， 获取该视频呼叫请求对应用户的要求； 上述实现 S12的方法具体可以为： 由与坐席对应的计算机中的视频采集程 序从视频采集卡中读入视频帧，并由坐席对应的计算机中的视频处理模块对视 频帧进行处理后， 由计算机中视频序列综合评价模块对视频帧进行评价，根据 该视频帧的评价结果确认该坐席的视频质量。
可选的， 上述视频评价的方法具体可以是一种根据视频序列的相邻帧中预 定区域的像素变化来确定视频质量；上述预定区域可以为用户在视频帧中选择 的任何区域， 当然也可以为计算确定的预定区域， 例如下述的运动物体区域； 该方法具体包括：首先坐席对应的计算机的视频采集卡采集到的视频序列到达 计算机，视频处理模块确定视频序列中一个视频帧（任意选取 )的运动向量场； 然后由视频序列综合评价模块根据该视频帧的运动向量场确定该视频帧中运 动物体区域（相当于上述预定区域）； 计算该视频帧中运动物体区域与其前一 帧中对应区域（与运行物体区域相同的区域）的像素差值的平方均值； 根据计 算得到的平方均值对该视频序列进行评价， 并根据评价结果得到视频质量。上 方均值确定该视频序列的视频质量； 比如确定差值的平方均值大于 Q时， 表示 视频序列质量为差， 在小于 P时， 确定视频序列质量为好， 在 P和 Q中间时确定 法， 本发明并不局限视频评价的方法。
下面以一个实际的例子来说明视频帧评价方法，这里以视频帧 2为从视频序 列中选择的视频帧为例进行说明：坐席对应的计算机的视频采集卡采集到视频 序列，视频处理模块提取视频序列中的视频帧 2;并确定视频帧 2的运动向量场， 最后由视频序列综合评价模块根据运行向量场确定该视频帧 2的运动物体区 运动物体区域相同的区域）的像素差值的平方均值； 根据计算得到的平方均值 对该视频序列进行评价，根据该评价结果得到对应的视频质量。根据平方均值 对该视频序列进行评价的方法可以参见上一段中的描述。
可选的， 上述视频帧采集的方式可以为多种方式， 例如采用摄像头和视频 采集卡的方式来采集坐席的视频帧。
S13、 如计算出的坐席的视频质量符合该用户的要求， 则将该坐席分配给 该用户， 否则将该用户放入排队队列进行排队等待， 并当有达到要求的空闲坐 席时将空闲坐席分配给排队队列中的用户。
上述用户的要求具体可以为： 视频质量要求高级、 中级或低级， 如坐席的 视频质量等级高于或等于该用户的要求， 则确定符合该用户的要求， 否则不符 合用户的要求。
可选的， 上述用户的要求可以才艮据用户的优先级确定，如该用户的优先级 高则相应的要求为高级， 如该用户的优先级低则相应的要求为低级， 当然实际 情况中也可以采用别的方式来确定用户的要求，例如根据该用户使用的服务品 牌来确定， 如为 G3用户则相应的要求为高级， 如为动感地带用户则为低级等 等， 本发明具体实施方式并不局限确定用户的要求的具体形式。
可选的， 上述 S13中将坐席分配给该视频呼叫请求的方法具体可以为： 如 S11中确定的坐席为单个， 且该单个坐席的视频质量符合该用户的要求， 则将 该坐席分配给该用户， 如 S11中确定的坐席为多个， 且视频质量符合该用户要 求的坐席也为多个时， 随机分配一个视频质量符合要求的坐席给该用户，也可 以，将上述多个视频质量符合要求的坐席中的视频质量最好的坐席分配给该用 户， 或者将相同视频质量等级的坐席分配给该用户例如： 该用户要求为高级， 则将视频质量为高级的坐席分配给该用户，如该用户要求为中级， 则将视频质 量为中级的坐席分配给该用户。
可选的， 上述方法在 S13之后还可以包括下述步骤中的任意一种： 步骤 A、 若用户排队超过设定阔值， 则将该用户要求降低后继续排队。 可选的， 上述将用户的要求降低可以降低一级， 当然在实际情况中， 也可 以降低多级或直接降低至最低等级。
步骤 B、 若用户排队超过设定阔值， 则将此刻的空闲视频坐席分配给该用 户。
实现步骤 B的具体方法可以为： 直接将该用户的要求降低至此刻空闲视频 坐席的视频质量对应的等级。 该步骤 B相当于将用户的要求降低至此刻空闲视 频坐席的视频质量对应的等级能避免用户进行长期的等待，提高了用户的感知 度。 需要说明的是， 上述步骤 B中的此刻的空闲视频坐席如为多个时 ， 可以 随机的分配一个空闲视频坐席给该用户，当然也可以将多个空闲视频坐席中视 频质量等级最高的坐席分配给该用户；本发明并不局限上述分配坐席的具体方 式。
可选的， 上述实现步骤 A的方法可以为： 这里以用户 1要求为高为例来说 明，如高要求的用户 1排队等待的时间超过设定阔值， 则将用户 1从高优先级队 列中提出， 并将用户 1安排在中优先级队列的第一位； 在实际情况中， 安排用 户 1的位置也可以为将用户 1随机分配到中优先级队列中， 还可以为将用户 1分 配到中优先级队列的最后一位。 需要额外说明的是， 在步骤 A中的用户的要求不可能是最低要求的用户， 因为步骤 A是在 S11— S13之后， 而 S11和 S12中明确说明了有空闲的视频坐席， 所以 S13中用户排队原因肯定该用户要求太高导致没有符合要求的视频坐席分 配给该用户， 最低要求的用户由于有空闲的视频坐席肯定不会出现排队， 所以 步骤 A中用户的要求不可能是最低要求的用户。
可选的，上述将用户的要求降低至此刻坐席的视频质量对应的等级的具体 方法可以为：
如此刻坐席的数量为单个，则将用户的要求降低至该坐席的视频质量对应 的等级； 如此刻坐席的数量为多个， 则将用户的要求降低至多个坐席中视频质 量最好的坐席对应的等级，当然也可以将用户的要求降低至多个坐席中任一坐 席的视频质量对应的等级。
可选的， 上述设定阔值的方法可以为： 设定时间阔值， 如用户排队的时间 超过该时间阔值， 则确定该用户超过设定阔值； 在实际情况中， 还可以设定多 个阔值， 如设置时间阔值和次数阔值， 当用户排队的时间超过时间阔值时， 用 户排队的次数加 1， 当用户排队次数超过次数阔值时， 确定超过设定阔值。 当 然上述设定阔值的方法还可以为其他的方式，本发明具体实施方式并不局限该 设置的具体方法。
步骤 c、 如出现新的空闲坐席， 计算该空闲坐席的视频质量， 将该新的空 闲坐席分配给排队队列中的用户；该用户的要求等级不高于该新的空闲坐席的 视频质量等级。
下面以一个实例的例子来说明上述分配新空闲坐席的方法， H没有空闲坐 席 1， 视频质量为高级， 则可以将该空闲坐席 1分配给排队队列的任意用户 （这 里假设用户的要求的最高等级为高） ； 如空闲坐席 2的视频质量为中级， 则可 以将空闲坐席 2分配给排队队列中要求为中级或低级的用户。
上述新的空闲坐席的确定方法可以为： 如检测出有空闲坐席， 则判断该空 闲坐席是否为上述 S11中确定的坐席， 如是， 则判断该空闲坐席不是新的空闲 坐席， 如否， 则判断该空闲坐席为新的空闲坐席。
可选的， 上述步骤 C可以在 S13之后执行， 当然也可以在步骤 A之后执行。 本发明提供的方法在进行坐席安排时， 计算坐席的视频质量， 并将符合用 户要求的坐席分配给该用户， 其与现有技术的随机分配的好处在于，考虑了坐 席的视频质量， 能使高端客户分配到视频质量较好的坐席， 为用户提供了差异 化服务。
本发明一种呼叫中心坐席安排装置， 该装置如图 2所示包括：
接收单元 21， 用于接收用户发送的视频呼叫请求， 并根据该视频呼叫请求 确定能为该用户提供服务的坐席；
计算单元 22， 用于计算确定坐席的视频质量， 获取该视频呼叫请求对应用 户的要求；
分配单元 23，用于在计算单元 22计算出的坐席的视频质量符合该用户的要 求时， 将该坐席分配给该用户， 否则将该用户放入排队队列进行排队等待， 并 当有达到要求的空闲坐席时将空闲坐席分配给排队队列中的用户。
可选的， 上述计算单元 22包括：
获取模块 221， 用于获取坐席对应的视频序列和该视频呼叫请求对应用户 的要求，
计算模块 222， 用于根据视频序列的相邻帧中预定区域的像素变化来确定 视频质量。
可选的， 上述装置还包括：
排队单元 24， 用于在用户排队超过设定阔值时，将该用户的要求降低后继 续排队或将此刻空闲的视频坐席分配给该用户。
可选的， 上述装置还包括：
空闲分配单元 25， 用于在排队出现新的空闲坐席时，计算该空闲坐席的视 频质量，将该新的空闲坐席分配给排队队列中的用户， 该排队队列中的用户的 要求等级不高于新的空闲坐席的视频质量等级。
可选的， 上述装置还包括：
判断单元 26， 用于判断新的空闲坐席， 所述判断新的空闲坐席具体包括： 如检测出有空闲坐席， 则判断该空闲坐席是否为确定的坐席， 如是， 则判断该 空闲坐席不是新的空闲坐席， 如否， 则判断该空闲坐席为新的空闲坐席。 本发明提供的装置在进行坐席安排时， 由计算单元计算坐席的视频质量， 并由分配单元将符合用户的要求的坐席分配给该用户，其与现有技术的随机分 配的好处在于， 考虑了坐席的视频质量， 能使高端客户分配到视频质量较好的 坐席， 为用户提供了差异化服务。
本领域技术人员可以理解附图只是一个优选实施例的示意图，附图中的模 块或流程并不一定是实施本发明所必须的。
本领域普通技术人员可以理解实现上述实施例方法中的全部或部分步骤 可以通过程序来指令相关的硬件完成，所述的程序可以存储于一种计算机可读 存储介质中， 该程序在执行时， 包括方法实施例的步骤之一或其组合。
综上所述， 本发明具体实施方式提供的技术方案， 具有为用户提供了差异 化服务的优点。
以上对本发明实施例进行了详细介绍，本文中应用了具体个例对本发明的 原理及实施方式进行了阐述，以上实施例的说明只是用于帮助理解本发明的方 法及其核心思想； 同时， 对于本领域的一般技术人员， 依据本发明的思想， 在 具体实施方式及应用范围上均会有改变之处， 综上所述， 本说明书内容不应理 解为对本发明的限制。

Claims

权 利 要 求
1、 一种呼叫中心坐席安排方法， 其特征在于， 所述方法包括：
接收用户发送的视频呼叫请求，并根据该视频呼叫请求确定能为该用户提 供服务的坐席；
计算所述能为所述用户提供服务的坐席的视频质量，获取该视频呼叫请求 对应用户的要求；
如计算出的坐席的视频质量符合该用户的要求，则将所述视频质量符合所 述用户的要求的坐席分配给该用户， 否则将该用户放入排队队列进行排队等 待。
2、 根据权利要求 1所述的方法， 其特征在于， 所述计算确定坐席的视频质 量包括：
获取坐席对应的视频序列，根据所述视频序列的相邻帧中预定区域的像素 变化来确定视频质量。
3、 根据权利要求 1所述的方法， 其特征在于， 将该用户放入排队队列进行 排队等待后还包括：
若该用户排队等待的时间超过设定阔值，则将该用户的要求降低后继续排 队或将此刻的空闲视频坐席分配给该用户。
4、 根据权利要求 1或 3所述的方法， 其特则在于， 将该用户放入排队队列 进行排队等待后还包括：
如出现新的空闲坐席，计算该新的空闲坐席的视频质量，根据该新的空闲 坐席的视频质量将该新的空闲坐席分配给排队队列中的用户，所述排队队列中 的用户的要求等级不高于所述新的空闲坐席的视频质量等级。
5、 根据权利要求 4所述的方法， 其特征在于， 判断新的空闲坐席的方法具 体为：
如检测出有空闲坐席，判断该空闲坐席是否为所述能为所述用户提供服务 的坐席， 如是， 判断该空闲坐席不是新的空闲坐席， 如否， 判断该空闲坐席为 新的空闲坐席。
6、 一种呼叫中心坐席安排装置， 其特征在于， 所述装置包括： 接收单元， 用于接收用户发送的视频呼叫请求， 并根据该视频呼叫请求确 定能为该用户提供服务的坐席；
计算单元， 用于计算所述能为所述用户提供服务的坐席的视频质量， 并获 取该视频呼叫请求对应用户的要求；
分配单元，用于在所述计算单元计算出的坐席的视频质量符合该用户的要 求时，将所述视频质量符合所述用户的要求的坐席分配给该用户， 否则将该用 户放入排队队列进行排队等待。
7、 根据权利要求 6所述的装置， 其特征在于， 所述计算单元包括： 获取模块，用于获取坐席对应的视频序列和该视频呼叫请求对应用户的要 求，
计算模块，用于根据所述视频序列的相邻帧中预定区域的像素变化来确定 视频质量。
8、 根据权利要求 6所述的装置， 其特征在于， 所述装置还包括： 排队单元， 用于在用户排队等待的时间超过设定阔值时， 将该用户的要求 降低后继续排队或将此刻空闲视频坐席分配给该用户。
9、 根据权利要求 1或 3所述的装置， 其特则在于， 所述装置还包括： 空闲分配单元， 用于在排队出现新的空闲坐席时， 计算该新的空闲坐席的 视频质量，根据该新的空闲坐席的视频质量将该新的空闲坐席分配给排队队列 中的用户，所述排队队列中的用户的要求等级不高于所述新的空闲坐席的视频 质量等级。
10、 根据权利要求 9所述的装置， 其特征在于， 所述装置包括：
判断单元， 用于判断新的空闲坐席， 所述判断新的空闲坐席具体包括： 如 检测出有空闲坐席，判断该空闲坐席是否为所述能为所述用户提供服务的的坐 席， 如是， 判断该空闲坐席不是新的空闲坐席， 如否， 判断该空闲坐席为新的 空闲坐席。
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