WO2012062052A1 - Procédé et système pour traiter une file d'attente sur la base d'un centre d'appel - Google Patents

Procédé et système pour traiter une file d'attente sur la base d'un centre d'appel Download PDF

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Publication number
WO2012062052A1
WO2012062052A1 PCT/CN2011/070599 CN2011070599W WO2012062052A1 WO 2012062052 A1 WO2012062052 A1 WO 2012062052A1 CN 2011070599 W CN2011070599 W CN 2011070599W WO 2012062052 A1 WO2012062052 A1 WO 2012062052A1
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WIPO (PCT)
Prior art keywords
chat
user
queuing
account
connection
Prior art date
Application number
PCT/CN2011/070599
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English (en)
Chinese (zh)
Inventor
张聪
Original Assignee
中兴通讯股份有限公司
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Application filed by 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Publication of WO2012062052A1 publication Critical patent/WO2012062052A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Definitions

  • the present invention relates to the field of communications, and in particular to a call center-based queuing processing method and system.
  • BACKGROUND OF THE INVENTION In the telecommunications field where the industry is increasingly fierce, it is particularly important for the customer system to provide faster and more diverse services.
  • the queuing mechanism for the user in the system is mostly limited to filtering the queuing according to the relevant combination of the agent service category, the agent service ratio, the user priority, the user call completion rate or the above.
  • the complex system queuing strategy is used immediately, but the agent can only provide voice communication. Therefore, the existing call center still can not meet the system connection rate to a certain extent.
  • a primary object of the present invention is to provide a call center based queuing processing method and system to solve at least the above problems.
  • a call center-based queuing processing method including: determining to chat (chat) 4 teams, wherein the user requests an agent service by dialing an access code of the call center. Establishing a chat connection between the user and the selected agent; performing a chat agent transaction through the chat connection.
  • determining that the user is queuing the user comprises: determining whether the number of users currently waiting for the agent service exceeds a threshold, and if the threshold is exceeded, determining to queue the user.
  • establishing a chat connection between the user and the agent comprises: selecting from a reserved chat account, and associating the selected chat account with the number of the user; establishing using the chat account The chat is connected.
  • the establishing the chat connection by using the chat account comprises: notifying the user of the chat account; and after receiving the confirmation of the user, establishing the chat connection by using the chat account.
  • the URL connection including the encrypted chat account is notified to the user by using a multimedia message; after the user clicks the URL connection to confirm, the chat is used.
  • the account establishes the chat connection.
  • the establishing the chat connection by using the chat account comprises: determining a pre-set timeliness of the chat account, and establishing the chat connection using the chat account if the chat account is valid.
  • the method further includes: selecting, when the agent session is idle, selecting a user from among the users in the chat agent service; The user's number establishes the selected voice communication between the user and the agent.
  • a call center-based queuing processing system including a queuing server and an instant messaging server, wherein the queuing server is configured to determine a chat chat queue for the user, where The user requests the agent transaction by dialing the access code of the call center; the instant messaging server is configured to establish a chat connection between the user and the selected agent; and perform a chat seat through the chat connection.
  • the queuing server is configured to determine whether the user currently waiting for the agent service exceeds a threshold, and if the threshold is exceeded, determine to queue the user.
  • the queuing server is configured to select from a reserved chat account, and associate the selected chat account with the number of the user; the system further includes: a network access server, configured to use The chat account is logged into the instant messaging server; the instant messaging server is configured to establish the chat connection using the chat account.
  • the invention solves the problem that the call center can not satisfactorily meet the system connection rate in the prior art, thereby improving the user experience.
  • FIG. 1 is a flow chart showing a method for queuing a call center according to an embodiment of the present invention
  • FIG. 2 is a block diagram showing a structure of a preferred queuing processing system according to an embodiment of the present invention
  • Step 4 S 102, determining to chat the user with a chat 4 team, where The user requests the agent service by dialing the access code of the call center; step 4 gathers S 104, and establishes a chat connection between the user and the selected agent; step S106, performs a chat agent service through the chat connection.
  • the call center in this embodiment can implement the chat service of the chat, and the call center is dialed by the existing call center that can only provide the voice channel service by dialing the call center.
  • the chat seat service can also be realized.
  • the chat service of the chat mode can enable one agent to provide services to multiple users, although compared to the existing direct one-to-one call mode. It may be weaker in timeliness, but it solves the problem of user waiting, which improves user satisfaction and improves user experience to a certain extent.
  • the function of chat queuing can be started when the number of users waiting for queuing exceeds a certain number.
  • the threshold may be set according to a time period, and different thresholds may be used for different time periods.
  • the chat queue can be notified to the user first, and the chat queue is performed after the user confirms.
  • the chat account can be notified to the user, and after receiving the user's confirmation, the chat account is used to establish a chat connection.
  • the URL containing the encrypted chat account (this connection can be called a pre-occupied connection) can be notified to the user via MMS (in this case, the user needs to be a MMS registered user); After clicking the URL connection, use the chat account to establish a chat connection.
  • MMS MMS registered user
  • the chat account number and the user's number are associated (of course, it can also be set in other steps, as long as it is preset), the time validity of the chat account is set (ie, a valid time period), and then, for chat The pre-set timeliness of the account are judged, and the chat account is used to establish a chat connection when the chat account is valid.
  • the chat agent service is performed, if the agent session is idle, one user is selected from the users in the chat agent service; and the selected user and the agent are established by selecting the number of the user. Voice communication. In this way, the conversion of the chat seat to the voice agent service can be realized.
  • the chat agent service and the voice channel seat service can also be provided at the same time.
  • a call center is further provided, and the call center is used to implement the foregoing embodiment and the preferred implementation manner.
  • the foregoing description has been omitted, and the following refers to the network element involved in the call center.
  • the foregoing implementation is described.
  • the call center includes at least a queuing server and an instant messaging server, where the queuing server is configured to determine a chat chat queue for the user, where the user requests the agent service by dialing the access code of the call center;
  • the communication server is configured to establish a chat connection between the user and the selected agent; and perform a chat agent service through the chat connection.
  • the queuing server is configured to determine whether the user currently waiting for the agent service exceeds a threshold, and if the threshold is exceeded, determine to queue the user.
  • the queuing server is configured to select from the reserved chat account, and associate the selected chat account with the user's number; the system further includes: a network access server configured to log in to the instant messaging using the chat account Server; The instant messaging server is configured to establish a chat connection using the chat account.
  • FIG. 2 is a structural block diagram of a preferred queuing processing system (ie, a queuing system) according to an embodiment of the present invention.
  • the queuing system is not limited to the following network elements, and the prior art can be solved by implementing the functions of the foregoing embodiments. The problem in .
  • the network elements involved in FIG. 2 will be described below. It should be noted that the following is an example of a MMS registered user, but the present invention is not limited thereto, and any of the above and the following embodiments may be used as long as the user supporting the chat is used.
  • Call Controller Responsible for handling call center tone, video user access/outgoing, applying for relevant media resources to the system, and transmitting queued information data to the queuing server when a manual service needs to be transferred.
  • Queue server responsible for receiving user queue requests, filtering agents based on the queuing policy configured by the policy server, and returning 4 team results.
  • Policy Server responsible for configuring the system queuing policy and synchronizing data to the queuing server, controlling the message direction of the queuing server according to different queuing threshold parameters.
  • Media server Provides audio and video media resources for the call center, and receives commands from the call controller for audio/video file playback, number collection, conferences, etc.
  • MMS gateway Connected to the queuing server to determine the type of user terminal (mms or non-mms), and is responsible for forwarding the preempted queued links of the call center to eligible users.
  • Instant messaging server Used for instant messaging between users and agents.
  • Network access server Provides users with the ability to access the call center by the chat, ensuring that the user normally chats to the agent.
  • the queuing mode of the network chat is used, and the agent resources are applied in advance, and then in the system. After the idle time, the voice connection between the user and the agent is completed in time and accurately.
  • Step S201 A user dials a call center access code, and sends a call queuing request to the queuing server by using the call controller.
  • the request message includes but is not limited to the user number, user level, service category, call mode (audio, video, chat) and other attributes.
  • Step S202 When the current queue number of the system exceeds the period threshold configuration of the policy server, the queuing server sends a message to the MMS gateway, informing it to determine the type of the user terminal.
  • Step S203 The MMS gateway determines whether it is a registered MMS user according to the user's phone number, and returns a query result to the queuing server.
  • Step S204 The queuing server queues for the non-MMS user by using the traditional call queuing mode.
  • the queuing result is immediately sent to the call controller, and the call controller issues a tone command to the media server, and the voice notifies the user that the current system agent is busy, and immediately sends the system camp-on queue link.
  • the queuing server dynamically selects the chat account information reserved in the system, sets the association status and the effective time of the account and the user number, automatically generates a chat access url link including the encrypted account, and sends the url link to the user through the MMS gateway.
  • Step S206 The queuing server scans the system chat account association status table in real time, and timely clears the expired association records according to the configuration of the policy server, and releases the system resources.
  • Step S207 the user clicks the url link in the multimedia message, and the network access server parses the url request, and obtains the user chat account information and sends the information to the queuing server.
  • Step S208 the queuing server queries the timeliness of the preemption queue request according to the user chat account association, and returns the result to the network access server.
  • Step S209 The network access server automatically logs in to the instant messaging server for the valid link request by using the user account, and applies for chat queuing to the queuing server after the login succeeds.
  • step S210 due to the non-real-time requirement of the chat queue, it is not necessary to determine the busy/busy state of the agent, and the queue server immediately filters the agent according to the configuration policy (if the priority of the current chat connection is the least, or the skilled agent is preferred) ;), and returns the queuing result including attributes such as seat id and chat account to the network access server.
  • the network access server notifies the instant messaging server to create a chat channel, and adds the user as a chat member. After the successful addition, the agent is added to the other chat member, and the chat terminal successfully establishes a chat connection with the user and provides a service. .
  • the user chat terminal periodically requests the call availability status from the network access server.
  • Step S212 When the queuing server recognizes that the system agent session is idle, the queuing server automatically acquires the number of chat users connected to the current agent. If there are multiple chat connections, firstly filter out a user according to the configuration of the policy server (for example, the user with the earliest access time or the highest level can be preferentially selected;), and then notify the network access server to update the user terminal according to the chat account.
  • the call status that is, the 'Request Call' button for setting the user chat interface is available.
  • the queuing server queries the associated user phone according to the reserved chat account table recorded by the system, and notifies the call controller to call the agent first, and then initiates a call to the user. After the user answers, the call controller sends a media switching command to successfully establish the two calls. Users and agents can simultaneously perform chat and voice communication. During the entire communication process, you can freely choose to release any type of connection. Step S214: After the user and the agent's chat and voice communication are hung up, the queue server is responsible for updating the reserved chat account status information table in the system, and releasing the association relationship for subsequent queuing processing of the system.
  • the user who initiates the call is A
  • the agent that communicates with User A is B.
  • FIG. 3 is a flow chart showing a preferred preemptive queuing flow according to an embodiment of the present invention, which will be described below in conjunction with the figure.
  • User A dials the call center access code and requests to access the agent call.
  • the queuing server determines whether the current queue number exceeds the policy server's time period threshold configuration. If not exceeded, the queue is queued according to the traditional call queuing mode, and the queuing policy can be configured. If the system configuration threshold is exceeded, the queuing server sends a message to the MMS gateway, informing it to determine the terminal type of user A.
  • the MMS gateway determines whether it is a registered MMS user according to the phone number of the user A, and returns the query result to the queuing server.
  • the queuing server queues the traditional call queuing mode for non-MMS users, and the queuing policy can be configured.
  • the queuing server for the MMS user, notifies the call controller to issue an instruction to the media server, and the voice informs the user of the queuing result.
  • the queuing server dynamically selects the system to reserve the chat account, and sets the association status and effective time of the account with the user A number.
  • the queuing server notifies the MMS gateway to send a chat access url link containing the encrypted account to User A. User A clicks on the url link in the short message, and the network access server resolves the user chat account, and queries the queuing server for the timeliness of the user's camp-on queue request.
  • the network access server automatically logs in to the instant messaging server using user A's chat account.
  • the queue server is then notified to filter the agent.
  • the queuing server filters out agent B according to the configuration policy, and returns the queuing result including the agent B ID and the chat account to the network access server.
  • the network access server notifies the instant messaging server chat to connect user A and agent B. Both normal chat communication.
  • the queuing server recognizes that the agent B session is idle in the system, and queries the number of chat connections with the current agent B. If agent B currently has multiple chat connections, first select a user according to the configuration of the policy server (for example, the time sequence of the user entering the queuing system, the user level or the user type traffic connection ratio, etc.).
  • the network access server updates the call status of the user terminal according to the chat account, and sets the 'request call' button of the user A chat interface to be available.
  • User A clicks the 'Request Call' button during the configuration time, and the network access server notifies the queuing server to query the associated user A phone according to the reserved chat account table recorded by the system, and notifies the call controller.
  • the call controller first calls the agent B and then initiates a call to the user A. After the user A answers, the call controller sends a media switching command to successfully establish the two calls. At this time, user A and seat B perform chat and voice communication at the same time.
  • the queuing server releases the association status of the user A chat. If there are still other chat connection users in the current agent B, the process of filtering out a user according to the configuration of the policy server is returned, otherwise the queuing server sets the agent B to the idle state.
  • the above preferred embodiment combines the features of convenient, fast, and non-real-time requirements for network chat access, and combines with a flexible queuing strategy to complete a single traditional call queuing system.
  • the entire system uses an automatic distribution processing mechanism to dynamically control the queuing process, and to respond to user service requirements while providing diverse user access methods.
  • modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device, such that they may be stored in the storage device by the computing device and, in some cases, may be different from the order herein.
  • the steps shown or described are performed, or they are separately fabricated into individual integrated circuit modules, or a plurality of modules or steps are fabricated as a single integrated circuit module.

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  • Engineering & Computer Science (AREA)
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Abstract

La présente invention se rapporte à un procédé et à un système adaptés pour traiter une file d'attente sur la base d'un centre d'appel. Le procédé selon l'invention consiste : à déterminer qu'il faut mettre un client en file d'attente pour un chat, ledit client sollicitant un service d'agent via la composition d'un code d'accès dudit centre d'appel; à établir une connexion pour un chat entre ledit client et l'agent sélectionné; et à fournir le service d'agent pour le chat via ladite connexion pour un chat. La solution technique de la présente invention permet d'améliorer l'expérience de l'utilisateur.
PCT/CN2011/070599 2010-11-12 2011-01-25 Procédé et système pour traiter une file d'attente sur la base d'un centre d'appel WO2012062052A1 (fr)

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CN2010105429744A CN102469219A (zh) 2010-11-12 2010-11-12 基于呼叫中心的排队处理方法及系统
CN201010542974.4 2010-11-12

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CN105141793B (zh) * 2015-08-21 2018-06-29 上海久科信息技术有限公司 呼叫溢出的分流处理方法及系统
CN107846522A (zh) * 2016-09-20 2018-03-27 中兴通讯股份有限公司 一种排队接入系统及其方法
CN107135319B (zh) * 2017-03-13 2019-10-25 平安科技（深圳）有限公司 坐席分配方法和装置
CN107018051B (zh) * 2017-03-29 2020-12-15 西安电子科技大学 一种基于排队的网络接入方法
CN107277277B (zh) * 2017-05-18 2021-04-13 贵阳朗玛信息技术股份有限公司 一种呼叫中心交互系统及方法
CN112291497B (zh) * 2020-10-28 2023-04-07 上海赛连信息科技有限公司 一种智能视频客服接入方法和装置

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