WO2015168994A1

WO2015168994A1 - Agent bidding method and agent bidding system, and computer storage medium

Info

Publication number: WO2015168994A1
Application number: PCT/CN2014/083474
Authority: WO
Inventors: 李琼芳
Original assignee: 中兴通讯股份有限公司
Priority date: 2014-05-05
Filing date: 2014-07-31
Publication date: 2015-11-12
Also published as: CN105100517A

Abstract

Disclosed are an agent bidding method and an agent bidding system, and a computer storage medium. The method comprises: when an amateur agent is registered in a call centre system, receiving registration information about the amateur agent, and dividing the amateur agent into an agent group according to the configuration conducted on the amateur agent by a configuration device; when a user calls the call centre system, if all the professional agents are busy, receiving the call and channel-associated data of the call; according to the channel-associated data, conducting a group call for idle amateur agents in a corresponding agent group; and receiving response messages of the idle amateur agents, and selecting the amateur agent which responds first to get through to the call.

Description

TECHNICAL FIELD The present invention relates to the field of communications technologies, and in particular, to a method for seat bidding, a seat bidding system, and a computer storage medium. Background technique

The call center is a comprehensive information service system based on computer communication integration technology, fully utilizing the communication functions of the communication network and the computer network, and being integrated with the enterprise. When a user initiates a call, the call center combines the attributes based on the user's region, language, customer level, consultation, or complaint to map them to different calling skills. Agents are given a number of different skills based on their abilities. Based on the call skill, the call center selects an agent with the skill to process the incoming call.

With the development of call center technology, more and more companies are building their own call centers. The cost of building a call center platform is not high, but the cost of customer representatives is becoming more prominent. Therefore, amateur agents are used in the prior art to solve this problem.

If someone is familiar with a product, he can apply to become a customer representative for multiple call centers that produce the same type of product, and must log in to multiple call centers. Agent clients are different applications. Therefore, the status of amateur agents cannot be uniformly controlled. The status of amateur agents is idle in call center A, while call center B may be busy. According to the existing method, when the professional agent is busy, the call center queues to the amateur agent that satisfies the call skill of the user call according to the user's queuing request, but since the status of the amateur agent is not accurate at this time. Therefore, when queuing to an amateur agent, the amateur agent may be busy, and thus the user's incoming call cannot be connected. Although the queuing route is successful, the user cannot establish a call with the customer representative, which causes inconvenience to the user. Summary of the invention

The main object of the present invention is to provide a method for seat bidding, a seat bidding system, and a computer storage medium, which are designed to establish a call with a customer representative when the user queues successfully, which is convenient for the user to use.

In order to achieve the above object, a method for authenticating a seat provided by an embodiment of the present invention includes the following steps:

When the amateur agent registers with the call center system, receiving registration information of the amateur agent, and classifying the amateur agent into an agent group according to the configuration of the amateur agent by the configuration device;

When the user makes a call to the call center system, if the professional agent is busy, receiving the call and the associated data of the call;

And performing group call on the idle amateur agent in the corresponding agent group according to the associated data; receiving the response message of the idle amateur agent, and selecting the first responding amateur agent to connect the call.

Preferably, the step of performing group call on the idle amateur agent in the corresponding agent group according to the path-related data includes:

Parsing the associated data to obtain an access code, a calling message, a button message, and user level information;

And acquiring, according to the access code, the calling information, the button message, and the user level information, the agent group exclusive calling skill of the call, and performing a group call to the spare agent in the corresponding agent group according to the calling skill.

Preferably, the method further comprises:

When a new amateur agent is registered to the call center system, the capacity of the amateur agent is adjusted according to the registration information of the newly added amateur agent;

The adjusted capacity of the amateur agent is sent to the call center system to adjust the queued routing policy by the call center system. Preferably, the method further comprises:

When there is an amateur agent to cancel, the capacity of the amateur agent is adjusted according to the cancellation information of the amateur agent that is cancelled;

The adjusted capacity of the amateur agent is sent to the call center system to adjust the queued routing policy by the call center system.

Preferably, the method further includes: when the first answering amateur agent connects the call, suspending the service of the first responding amateur agent to other calls, and adjusting the capacity of the amateur agent;

After the call call ends, the service of the first responding amateur to other calls is resumed, and the capacity of the amateur agent is adjusted.

The embodiment of the invention further provides a seat bidding system, comprising:

The first receiving module is configured to receive the registration information of the amateur agent when the amateur agent registers with the call center system, and divide the amateur agent into an agent group according to the configuration of the amateur agent according to the configuration device;

a second receiving module, configured to receive the call and the associated data of the call if the professional agent is busy when the user makes a call to the call center system;

The group call module is configured to perform a group call to the idle amateur agent in the corresponding agent group according to the associated data;

The selection module is configured to receive a response message from the idle amateur agent and select the amateur agent who answers the first to connect the call.

Preferably, the group call module includes:

The parsing unit is configured to parse the associated data to obtain an access code, a calling message, a button message, and user level information;

The group call unit is configured to acquire, according to the access code, the calling information, the button message, and the user level information, the agent group exclusive calling skill of the call, and according to the calling skill, the idle amateur agent in the corresponding agent group Make a group call. Preferably, the method further comprises:

The first adjustment module is configured to adjust the capacity of the amateur agent according to the registration information of the newly added amateur agent when a new amateur agent is registered to the call center system;

The first sending module is configured to send the adjusted capacity of the amateur agent to the call center system, so that the queuing routing policy is adjusted by the call center system.

Preferably, the method further comprises:

The second adjustment module is configured to adjust the capacity of the amateur agent according to the cancellation information of the cancelled amateur agent when the amateur agent logs out;

The second sending module is configured to send the adjusted capacity of the amateur agent to the call center system, so that the queuing routing policy is adjusted by the call center system.

Preferably, the method further includes: a suspending module configured to suspend the service of the first responding amateur to other calls while adjusting the capacity of the amateur seat when the first answering amateur agent connects the call;

The recovery module is configured to restore the service of the first responding amateur seat to other calls after the call call ends, and adjust the capacity of the amateur agent.

Embodiments of the present invention also provide a computer storage medium in which computer executable instructions are stored, the computer executable instructions being used to perform the above method.

The method for the agent bidding and the agent bidding system and the computer storage medium provided by the embodiment of the present invention, after the amateur agent is registered, the agent bidding system groups the amateur agents according to the configuration of the configuration device, and when the user makes a call, if the user If the agent is busy, the call is transferred to the agent bidding system, and the agent bidding system makes a group call to the spare amateur agent in the same group as the agent group having the exclusive calling skill of the call, and selects the first answer. The amateur agent connects the call, and in this way, the call can be established with the customer representative when the user queues successfully; and the agent bidding system makes the group call to the agent group and selects the amateur agent, which can be the fastest The speed of choosing the right amateur agent to serve the user. DRAWINGS

1 is a schematic flow chart of a first embodiment of a method for authenticating a seat of the present invention;

2 is a schematic structural diagram of the interaction of the call center system, the agent bidding system, and the configuration device shown in FIG. 1;

FIG. 3 is a schematic diagram of the refinement process of step S103 shown in FIG. 1;

4 is a schematic flow chart of a second embodiment of a method for authenticating a seat of the present invention;

5 is a schematic flow chart of a third embodiment of a method for authenticating a seat of the present invention;

6 is a schematic flow chart of a fourth embodiment of a method for authenticating a seat of the present invention;

FIG. 7 is a schematic structural diagram of a seat bidding system according to an embodiment of the present invention. detailed description

It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

The present invention provides a method for agent bidding. Referring to FIG. 1, in an embodiment, the method includes:

Step S101, when the amateur agent registers with the call center system, receives the registration information of the amateur agent, and divides the amateur agent into an agent group according to the configuration of the amateur agent according to the configuration device; in this embodiment, the professional agent is The customer representative officially hired by the call center serves the customer. The amateur agent refers to the customer representative who has certain professional expertise to apply for the call center, and uses the spare time to serve the customer. The function of an amateur agent is equal to or weaker than that of a professional agent. Amateur agents can become agents of multiple call centers at the same time, and the status of agents in multiple call centers may be inconsistent. For example, the amateur agent A is registered to the call center B, the call center C, and the call center D. The amateur agent A is receiving the call of the call center B at this time, and is in the busy state in the call center B, but in the call center C, the call center D It may be idle.

In this embodiment, referring to FIG. 2, a seat bidding system can be specifically set to realize the bid of the agent. Professional agents, amateur agents and agent bidding systems are required at work. Register to the call center system first. The call center system can be a Computer Telephony Integration (CTI) server.

Among them, an amateur agent may belong to multiple agent groups, and one agent group may be equivalent to one calling skill.

After the amateur agent registers with the call center system, the registration information is also transmitted to the agent bidding system. The registration information includes the ID number of the registered call center, the logo of the amateur agent, and the skills possessed by the amateur agent.

The configuration device is configured to configure the amateur agent, and store the configuration information in the database. The call center system obtains the configuration information from the database and sends the configuration information to the agent bidding system. In addition, the configuration device also configures parameters such as the capacity of the agent bidding system. Preferably, the configuration device is configured as a different agent group according to the calling skill of the amateur agent, and the amateur agent having the same or equivalent calling skill is assigned to the same agent group.

Step S102: When the user makes a call to the call center system, if the professional agent is busy, the call and the associated data of the call are received;

In this embodiment, the incoming call may be a voice, video or multimedia contact. When a user makes a call to a call center of the call center system, according to the call skill embodied in the queue, for example: the user's region, language, customer level, consultation or complaint, button information, etc., the corresponding idle professional agent is selected as User service. If there is no free professional agent, the call is accessed by the agent to mark the system, and the user's accompanying data is transmitted at the same time.

In this embodiment, when the professional agent is busy, the call can be accessed to the agent to mark the system, and the agent bidding system selects the appropriate amateur agent at the fastest speed to serve the user.

Step S103: Perform group call on the idle amateur agent in the corresponding agent group according to the path-related data;

In this embodiment, after the call access agent bidding system, the agent bidding system can perform a group call to the idle amateur agent in the corresponding agent group according to the accompanying data. Among them, the accompanying data includes: access code, calling information, button message and user level information.

Through the accompanying data, the agent bidding system can acquire the exclusive call skill of the seat group reflected by the call in the current queue, and select the spare amateur agent in the agent group with the corresponding skill to perform the group call. At this point, the user hears a waiting tone. All free amateur agents in the agent group receive incoming call prompts at the same time. These amateur agents can choose to answer or reject.

Step S104: Receive a reply message of the idle amateur agent, and select the first responding amateur agent to connect the call.

The agent bidding system detects the response message of the idle amateur agent and selects the first responding amateur agent as the customer representative serving the user.

In this embodiment, in the process of receiving the response message of the idle amateur agent, the agent bidding system selects the first responding amateur agent as the customer representative serving the user, and can select the appropriate amateur agent at the fastest speed. To serve users.

Compared with the prior art, after the amateur agent is registered in this embodiment, the agent bidding system groups the amateur agents according to the configuration of the configuration device. When the user makes a call, if the professional agent is busy, the call is transferred to the agent. In the bidding system, the agent scoring system makes a group call to an amateur agent in the same group of agents having the same calling skill as the agent of the call, and selects the first responding amateur agent to connect the call. , when the user queues the route successfully, the call can be established with the customer representative; and the agent bidding system makes a group call to the agent group and selects the amateur agent, so that the appropriate amateur agent can be selected at the fastest speed to perform the user. service. In a preferred embodiment, as shown in FIG. 3, based on the foregoing embodiment of FIG. 1, step S103 includes:

Step S1031: Parse the path data to obtain an access code, a calling message, a button message, and user level information.

Step S1032, obtaining, according to the access code, calling information, button message, and user level information. Taking the agent group exclusive calling skill of the call, and performing group calling on the idle amateur agent in the corresponding agent group according to the calling skill.

In this embodiment, after the parsing data is parsed, an access code, a calling message, a button message, and a user level information may be obtained. The calling information is a user number, and the access code, the user's number, and the level information may be used. The agent group knows the exclusive call skill of the agent group; the button message is the button pressed by the user during the call, and according to the button pressed by the user, the agent group exclusive call skill that the user calls can also be known.

In this embodiment, after knowing the exclusive call skill of the agent group of the call, the group call can be performed on the spare amateur agent in the agent group having the same skill.

In a preferred embodiment, as shown in FIG. 4, on the basis of the foregoing embodiment of FIG. 1, after step S104, the method further includes:

Step S105, when a new amateur agent is registered to the call center system, adjust the capacity of the amateur agent according to the registration information of the newly added amateur agent;

Step S106: Send the adjusted capacity of the amateur agent to the call center system to adjust the queuing routing policy by the call center system. In this embodiment, when a new amateur agent is registered to the call center system, the number of amateur seats increases, and the capacity of the amateur agent of the entire system becomes larger. Specifically, if a new amateur agent is registered to the call center system, the registration information of the newly added amateur agent is obtained, and the registration information includes: an ID number of the registered call center, an identifier of the amateur agent, and a skill possessed by the amateur agent. . Adjust the capacity of the amateur agent of the agent's bidding system based on the registration information. In addition, the agent bidding system sends the adjusted capacity of the amateur agent to the call center system, and the call center system adjusts the queuing routing strategy.

In a preferred embodiment, as shown in FIG. 5, on the basis of the foregoing embodiment of FIG. 1, after the step S104, the method may further include: Step S107, when an amateur agent cancels, the capacity of the amateur agent is adjusted according to the cancellation information of the amateur agent that is cancelled;

Step S108: Send the adjusted capacity of the amateur agent to the call center system to adjust the queuing routing policy by the call center system. In the present embodiment, when an amateur agent is logged off, the number of amateur agents is reduced, and the capacity of the amateur agent of the entire system is reduced. Specifically, if the amateur agent cancels, the cancellation information of the cancelled amateur agent is obtained, and the cancellation information includes: an ID number of the call center where the call center is located, an agent group in which the call is located, and a skill possessed by the amateur agent. Adjust the capacity of the amateur agent of the agent's bidding system based on the logout information.

In addition, the agent bidding system sends the adjusted capacity of the amateur agent to the call center system, and the call center system adjusts the queuing routing strategy.

In a preferred embodiment, as shown in FIG. 6, on the basis of the foregoing embodiment of FIG. 1, after step S104, the method further includes the following steps:

Step S109, when the first answering amateur agent connects the call, suspending the service of the first responding amateur agent to other calls, and adjusting the capacity of the amateur agent;

Step S110: After the call call ends, restore the service of the first responding amateur agent to other calls, and adjust the capacity of the amateur agent.

After the first responding amateur agent makes a call with the corresponding call, the number of amateur seats that can provide the service changes, and the agent bidding system suspends the service of the amateur agent to other calls, and adjusts the capacity of the amateur agent.

In addition, when the amateur agent makes a call with the user, it can be determined according to the setting of the system whether the recording function needs to be started.

After the call is over, the agent bidding system restores the service capability of the amateur agent and adjusts the capacity of the amateur agent. The embodiment of the present invention further provides a seat bidding system. As shown in FIG. 7, the method includes: a first receiving module 101 configured to receive registration information of an amateur agent when the amateur agent registers with the call center system, and according to the configuration The device configures the amateur agent to divide the amateur agent into an agent group;

In this embodiment, the professional agent is a customer representative officially hired by the call center to serve the customer. The amateur agent refers to a customer representative who has a certain professional specialty to apply as a call center, and uses the spare time to serve the customer. The function of an amateur agent is equal to or weaker than that of a professional agent. Amateur agents can become agents of multiple call centers at the same time, and the status of agents in multiple call centers may be inconsistent. For example, the amateur agent A is registered to the call center B, the call center C, and the call center D. The amateur agent A is receiving the call of the call center B at this time, and is in the busy state in the call center B, but in the call center C, the call center D It may be idle.

In this embodiment, referring to FIG. 2, a seat bidding system can be specifically set to realize the bid of the agent. In the working state, professional agents, amateur agents and agent bidding systems need to be registered to the call center system. The call center system can be a Computer Telephony Integration (CTI) server.

After the amateur agent registers with the call center system, the registration information is simultaneously sent to the agent bidding system. The registration information includes the ID number of the registered call center, the logo of the amateur agent, and the skills possessed by the amateur agent.

The configuration device is configured to configure an amateur agent, and further configures parameters such as the capacity of the agent bidding system. Preferably, the configuration device is configured as different agent groups according to the calling skill of the amateur agent, and the amateur agents having the same or equivalent calling skills are assigned to the same agent group.

The second receiving module 102 is configured to receive the call and the associated data of the call if the professional agent is busy when the user makes a call to the call center system; In this embodiment, the incoming call may be a voice, video or multimedia contact. When a user makes a call to a call center of the call center system, according to the call skill embodied in the queue, for example: the user's region, language, customer level, consultation or complaint, button information, etc., the corresponding idle professional agent is selected as User service. If there is no free professional agent, the call is accessed to the agent to mark the system, and the user's accompanying data is transmitted at the same time.

The group call module 103 is configured to perform a group call on the idle amateur agent in the corresponding agent group according to the associated data;

In this embodiment, after the call access agent bidding system, the agent bidding system can perform a group call to the idle amateur agent in the corresponding agent group according to the accompanying data.

Among them, the accompanying data includes: access code, calling information, button message and user level information.

The selection module 104 is configured to receive a response message from the idle amateur agent and select the first responding amateur agent to connect the call.

In this embodiment, in the process of receiving the response message of the idle amateur agent, the agent bidding system selects the first responding amateur agent as the customer representative serving the user, and can select the appropriate amateur agent at the fastest speed. To serve users. In a preferred embodiment, based on the above embodiment of FIG. 7, the group call module 103. The parsing unit is configured to parse the path data, and obtain an access code, a calling message, a button message, and user level information. The group call unit is configured to be configured according to the access code, the calling information, and the button message. And the user level information acquires the agent group exclusive call skill of the call, and performs a group call to the idle amateur agent in the corresponding agent group according to the call skill.

In a preferred embodiment, based on the foregoing embodiment of FIG. 7, the agent bidding system further includes: a first adjustment module configured to: when a new amateur agent is registered to the call center system, according to the new The registration information of the amateur agent is adjusted to adjust the capacity of the amateur agent; the first sending module is configured to send the capacity of the adjusted amateur agent to the call center system, so that the queuing routing policy is adjusted by the call center system.

In this embodiment, when a new amateur agent is registered to the call center system, the number of amateur seats increases, and the capacity of the amateur agent of the entire system becomes larger. Specifically, if a new amateur agent is registered to the call center system, the registration information of the newly added amateur agent is obtained, and the registration information includes: an ID number of the registered call center, an identifier of the amateur agent, and a skill possessed by the amateur agent. . Adjust the capacity of the amateur agent of the agent's bidding system based on the registration information.

In a preferred embodiment, based on the embodiment of FIG. 7 above, the agent is in fact The second adjustment module is configured to adjust the capacity of the amateur agent according to the cancellation information of the cancelled amateur agent when the amateur agent cancels the logout; the second sending module is configured to send the adjusted capacity of the amateur agent to the call a central system to adjust the queuing routing policy by the call center system.

In the present embodiment, when an amateur agent is logged off, the number of amateur agents is reduced, and the capacity of the amateur agent of the entire system is reduced. Specifically, if the amateur agent cancels, the cancellation information of the cancelled amateur agent is obtained, and the cancellation information includes: an ID number of the call center where the call center is located, an agent group in which the call is located, and a skill possessed by the amateur agent. Adjust the capacity of the amateur agent of the agent's bidding system based on the logout information.

In addition, the agent bidding system sends the adjusted capacity of the amateur agent to the call center system, and the call center system adjusts the queuing routing strategy. In a preferred embodiment, based on the foregoing embodiment of FIG. 7, the agent bidding system further includes: a pause module configured to suspend the first one when the first answering amateur agent connects the call The amateur agent responding to other calls, adjusting the capacity of the amateur agent;

Wherein, when the first responding amateur agent makes a call with the corresponding call, the number of amateur seats that can provide service changes, and the agent bidding system suspends the service of the amateur agent to other calls, and adjusts the capacity of the amateur agent.

After the call is over, the agent bidding system restores the service capability of the amateur agent and adjusts the capacity of the amateur seat.

The embodiment of the invention further provides a computer storage medium, wherein the computer is executable Each of the modules/units described above may be implemented by a central processing unit (CPU), a digital signal processor (DSP), or a Field-Programmable Gate Array (FPGA) in an electronic device.

Those skilled in the art will appreciate that embodiments of the present invention can be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of a hardware embodiment, a software embodiment, or an embodiment of a combination of software and hardware. Moreover, the invention can be embodied in the form of a computer program product embodied on one or more computer usable storage media (including but not limited to disk storage and optical storage, etc.) including computer usable program code.

The present invention has been described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (system), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flowchart and/or block diagrams, and combinations of flow and / or blocks in the flowcharts and / or block diagrams can be implemented by computer program instructions. These computer program instructions can be provided to a general purpose computer, a special purpose computer, an embedded processor or other programmable data processing device processor to produce a machine such that a flow or a block diagram of a flow or a block diagram or A device that has multiple functions specified in the box.

The computer program instructions can also be stored in a computer readable memory that can direct a computer or other programmable data processing device to operate in a particular manner, such that the instructions stored in the computer readable memory produce an article of manufacture comprising the instruction device. The apparatus implements the functions specified in one or more blocks of a flow or a flow and/or block diagram of the flowchart.

These computer program instructions can also be loaded onto a computer or other programmable data processing device such that a series of operational steps are performed on a computer or other programmable device to produce computer-implemented processing for execution on a computer or other programmable device. The instructions provide steps for implementing the functions specified in one or more of the flow or in a block or blocks of a flow diagram. The above are only the preferred embodiments of the present invention, and are not intended to limit the scope of the invention, and the equivalent structure or equivalent process transformations made by the description of the present invention and the drawings are used directly or indirectly in other related technical fields. The same is included in the scope of patent protection of the present invention.

Claims

claims

1. A method for agent bidding, wherein the method includes:

When the amateur agent registers to the call center system, the amateur agent's registration information is received, and the amateur agent is divided into agent groups according to the configuration of the amateur agent by the configuration device;

When the user makes a call to the call center system, if all professional agents are busy, the call and the accompanying data of the call are received;

Make a group call to idle amateur agents in the corresponding agent group according to the accompanying data; receive response messages from idle amateur agents, and select the first answering amateur agent to connect the call.

2. The method of claim 1, wherein the step of performing a group call on idle amateur agents in the corresponding agent group according to the accompanying data includes:

Analyze the accompanying data to obtain the access code, calling information, key message and user level information;

The exclusive calling skills of the agent group for the call are obtained based on the access code, calling information, key message and user level information, and group calls are made to idle amateur agents in the corresponding agent group based on the calling skills.

3. The method of claim 1 or 2, further comprising:

When a new amateur agent is registered in the call center system, the capacity of the amateur agent is adjusted according to the registration information of the new amateur agent;

The adjusted amateur agent capacity is sent to the call center system, so that the call center system adjusts the queuing routing policy.

4. The method of claim 1 or 2, further comprising:

When an amateur agent logs out, the capacity of the amateur agent will be adjusted based on the logout information of the logged-out amateur agent;

Send the adjusted amateur agent capacity to the call center system for use by the call center The system adjusts the queuing routing policy.

5. The method of claim 1, further comprising: when the first answering amateur agent connects the call, suspending the first answering amateur agent's service for other calls, and simultaneously adjusting the capacity of the amateur agent. ;

After the call ends, the amateur agent who first answered is restored to serve other calls, and the capacity of the amateur agent is adjusted at the same time.

6. An agent bidding system, wherein the system includes:

The first receiving module is configured to receive the registration information of the amateur agent when the amateur agent registers to the call center system, and divide the amateur agent into agent groups according to the configuration of the amateur agent by the configuration device;

The second receiving module is configured to receive the call and the accompanying data of the call if the professional agents are all busy when the user makes a call to the call center system;

A group call module configured to perform a group call on idle amateur agents in the corresponding agent group according to the accompanying data;

The selection module is configured to receive response messages from idle amateur agents, and select the first answering amateur agent to connect the call.

7. The agent bidding system according to claim 6, wherein the group call module includes: a parsing unit configured to parse the accompanying data to obtain access code, calling information, key message and user level information ;

The group call unit is configured to obtain the exclusive calling skills of the agent group of the call based on the access code, calling information, key message and user level information, and to call idle amateur agents in the corresponding agent group based on the calling skills. Make a group call.

8. The agent bidding system according to claim 6 or 7, wherein the system further includes: a first adjustment module configured to: when a new amateur agent is registered to the call center system, Use the registration information to adjust the capacity of amateur seats; The first sending module is configured to send the adjusted amateur agent capacity to the call center system, so that the call center system adjusts the queuing routing policy.

9. The agent bidding system according to claim 6 or 7, wherein the system further includes: a second adjustment module configured to adjust the capacity of the amateur agent according to the cancellation information of the amateur agent when an amateur agent logs out. ;

The second sending module is configured to send the adjusted amateur agent capacity to the call center system, so that the call center system adjusts the queuing routing policy.

10. The agent bidding system of claim 6, wherein the system further includes: a pause module configured to suspend the first answering amateur agent from responding to other calls when the first answering amateur agent connects the call. Called service, while adjusting the capacity of amateur agents;

The recovery module is configured to restore the service of the first answering amateur agent to other calls after the call ends, and at the same time adjust the capacity of the amateur agent.

11. A computer storage medium in which computer-executable instructions are stored, and the computer-executable instructions are used to execute the method described in any one of claims 1 to 5.