WO2018166104A1 - 坐席分配方法、装置、服务器和存储介质 - Google Patents

坐席分配方法、装置、服务器和存储介质 Download PDF

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Publication number
WO2018166104A1
WO2018166104A1 PCT/CN2017/090572 CN2017090572W WO2018166104A1 WO 2018166104 A1 WO2018166104 A1 WO 2018166104A1 CN 2017090572 W CN2017090572 W CN 2017090572W WO 2018166104 A1 WO2018166104 A1 WO 2018166104A1
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WO
WIPO (PCT)
Prior art keywords
agent
skill
level
queue
user
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PCT/CN2017/090572
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English (en)
French (fr)
Inventor
张鹏
李德君
张栋栋
Original Assignee
平安科技（深圳）有限公司
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Publication date
Application filed by 平安科技（深圳）有限公司 filed Critical 平安科技（深圳）有限公司
Priority to KR1020187032470A priority Critical patent/KR102183592B1/ko
Priority to JP2018562164A priority patent/JP6637620B2/ja
Priority to AU2017404110A priority patent/AU2017404110B2/en
Priority to US16/085,353 priority patent/US20210218842A1/en
Priority to EP17900908.9A priority patent/EP3598728A4/en
Priority to SG11201808770SA priority patent/SG11201808770SA/en
Publication of WO2018166104A1 publication Critical patent/WO2018166104A1/zh

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    • 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
    • H04M3/5233—Operator skill based call distribution
    • 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
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • 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
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
    • 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
    • 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
    • H04M3/5234—Uniform load distribution

Definitions

  • the present invention relates to the field of communications technologies, and in particular, to an agent allocation method, apparatus, server, and storage medium.
  • the agent service is an important way for the server system to provide services for customers.
  • the agent service refers to the process in which the agent provides the corresponding service to the customer through the support system of the server.
  • an agent allocation method and apparatus a server, and a storage medium are provided.
  • An agent allocation method comprising:
  • the historical service data of each agent collected is classified and counted according to different user levels of the service, and the agent skill value corresponding to each of the user levels is calculated for each of the agents;
  • agent skill values corresponding to the same user level of all agents are counted as the agent skill value group.
  • the agent queue corresponding to each user level is determined in turn according to the priority of the user level, and each determined agent queue is identified by the agent queue skill level;
  • the idle agent In response to the agent service request sent by the user terminal of different user levels, the idle agent is searched in an orderly manner according to the corresponding agent queue skill level.
  • An agent dispensing device comprising:
  • Historical service data collection module for collecting historical service data for each agent
  • the agent skill value calculation module is configured to classify and collect the historical service data of each agent collected according to different user levels of the service, and calculate an agent skill value corresponding to each of the user levels of each of the agents;
  • the agent queue skill level determining module is configured to count the agent skill values corresponding to the same user level of all the agents as the agent skill value group, and determine the agent queue corresponding to each of the user levels according to the agent skill value group. Identify each agent queue identified by the agent queue skill level;
  • the agent queue skill level sorting module is configured to determine, according to the agent skill value group, an agent queue skill level order corresponding to each of the user levels, where the agent queue skill level ordering has a correspondence with the user level
  • the agent queue skill level pointed to by the agent queue of the relationship is the first agent queue skill level ranked in the first place;
  • the service request response module is configured to perform an idle agent search in an orderly manner according to the corresponding agent queue skill level in response to the agent service request sent by the user terminal of different user levels.
  • a server comprising a memory and a processor, the memory storing computer executable instructions, the instructions being executed by the processor, causing the processor to perform the following steps:
  • the historical service data of each agent collected is classified according to different user levels of the service Statistics, calculating, for each agent, a seat skill value corresponding to different user levels;
  • agent skill values corresponding to the same user level of all the agents are counted as the agent skill value group, and the agent queue corresponding to each user level is determined in turn according to the priority of the user level, and each determined agent queue is used in the agent queue. Skill level identification;
  • the idle agent In response to the agent service request sent by the user terminal of different user levels, the idle agent is searched in an orderly manner according to the corresponding agent queue skill level.
  • One or more non-volatile readable storage media storing computer-executable instructions, the computer-executable instructions being executed by one or more processors, such that the one or more processors perform the steps of:
  • the historical service data of each agent collected is classified and counted according to different user levels of the service, and the agent skill value corresponding to each of the user levels is calculated for each of the agents;
  • agent skill values corresponding to the same user level of all the agents are counted as the agent skill value group, and the agent queue corresponding to each user level is determined in turn according to the priority of the user level, and each determined agent queue is used in the agent queue. Skill level identification;
  • the idle agent In response to the agent service request sent by the user terminal of different user levels, the idle agent is searched in an orderly manner according to the corresponding agent queue skill level.
  • FIG 1 is an application environment diagram of an agent allocation method in an embodiment
  • FIG. 2 is a schematic diagram showing the internal structure of a server in an embodiment
  • 3 is a flow chart of a method for assigning agents in an embodiment
  • Figure 5 is a flow chart involved in finding a free agent in one embodiment
  • 6 is a flow chart involved in ordering the skill level of the agent queue in one embodiment
  • FIG. 8 is a flow chart of a method for assigning agents in another embodiment
  • Figure 10 is a block diagram showing the structure of a seat distribution device in an embodiment
  • FIG. 11 is a structural block diagram of a service request response module in an embodiment
  • FIG. 12 is a structural block diagram of a service request response module in another embodiment.
  • an application environment diagram of an agent allocation method includes a user terminal 110, a server 120, and an agent terminal 130. Both the user terminal 110 and the agent terminal 130 can pass.
  • the network communicates with the server 120.
  • the user terminal 110 may be a mobile terminal used by the user or a fixed call terminal.
  • the server 120 may be an independent physical server or a server cluster composed of a plurality of physical servers.
  • the agent terminal 130 is a fixed call terminal, and each agent terminal corresponds to a fixed artificial seat.
  • the server receives the agent service request sent by the user terminal, and determines the user level to which the user belongs according to the user identifier (such as a phone number) carrying the user terminal in the agent service request.
  • the server determines the skill level of the agent queue associated with the user level to which the user belongs according to the predefined mapping relationship between the user level and the user, and then searches the corresponding agent queue skill level according to the determined agent queue skill level, and the agent queue skill level is sorted. Medium and The agent queue skill level associated with the user level is ranked first.
  • the server first searches for the agent queue corresponding to the skill level of the agent queue associated with the user level. If no idle agent is found, the agent queues of other levels are sorted in order according to the skill level of the agent queue until it is found. A free agent is seated, and a call channel between the found idle agent and the user terminal is established, so that the user can enjoy the consultation, business processing and the like provided by the agent.
  • a server 120 includes a processor coupled via a system bus, a non-volatile storage medium, an internal memory, and a network interface.
  • the non-volatile storage medium of the server 120 stores an operating system, a database, and at least one computer executable instruction.
  • the processor can be caused to perform an agent assignment method as shown in FIG.
  • the database is used to store data, such as storing the agent skill value involved in the execution of the agent allocation method, and sorting the skill level of the agent queue.
  • the processor is used to provide computing and control capabilities to support the operation of the entire server 120.
  • the internal memory in the server provides a cached operating environment for operating systems, databases, and computer executable instructions in a non-volatile storage medium.
  • the network interface is used to establish a call channel with the user terminal 110 and the agent terminal 120.
  • FIG. 2 A person skilled in the art can understand that the structure of the server shown in FIG. 2 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the server to which the solution of the present application is applied.
  • the specific server may It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.
  • an agent allocation method is provided.
  • the method is applied to the server shown in FIG. 2, and specifically includes the following steps:
  • Step S202 Collect historical service data of each agent.
  • Historical service data refers to the online call records that the agent provides online business consultation and business processing for the user during the historical time.
  • the historical service data includes the number of online calls connected, the user level of each connected online call user, and corresponding call records, user feedback and the like.
  • Step S204 The historical service data of each agent collected is classified and counted according to different user levels of the service, and the agent skill value corresponding to different user levels of each agent is calculated.
  • the server classifies the call records and the user feedback corresponding to the call records according to the user level of the connected user corresponding to each call record in the historical service data of the agent.
  • the server After classifying the historical service data according to the user level, the server performs data analysis based on each set of historical service data to calculate the skill value of the agent. Each agent will calculate multiple skill values, and the calculated skill value has a one-to-one correspondence with the user level.
  • the user level includes a first user level, a second user level, and a third user level
  • the server divides the historical service data of the agent into: the first historical service data corresponding to the first user level user, and The second historical service data corresponding to the second user level user and the third historical data corresponding to the third user level user.
  • the first skill value is obtained according to the first historical service data, and the first skill value has a correspondence relationship with the first user level, and the first skill value represents the degree of extraordinarness of the first user level user of the agent service.
  • the second skill value is obtained based on the second historical service data, and the second skill value has a corresponding relationship with the second user level.
  • obtaining a third skill value based on the third historical service data, the third skill value having a corresponding relationship with the third user level.
  • Step S206 The agent skill values corresponding to the same user level of all the agents are counted as the agent skill value group, the agent queue corresponding to each user level is determined according to the agent skill value group, and the determined agent queue is identified by the agent queue skill level.
  • each agent has multiple agent skill values.
  • the agent skill values corresponding to the same user level of all agents are counted as the agent skill value group, and each agent skill value group corresponds to one user level.
  • a set of agent queues is determined by a seat skill value group corresponding to a certain user level of all agents, for example, an agent whose skill value is greater than a set threshold constitutes a group of agent queues.
  • An agent queue skill level is specified for the determined group of agent queues, and the agent queue skill level corresponds to the above user level.
  • the agent queue corresponding to other user levels is determined according to other agent skill value groups, and the agent queue skill level corresponding to other user levels is determined. That is, a one-to-one mapping relationship between the user level and the agent queue skill level is established.
  • the priority of the user level is defined. First, the agent queue corresponding to the user level with a high priority is determined, and the agent queue corresponding to the other user level is determined in the order of priority among the agents of the unallocated level.
  • the user level includes a first user level, a second user level, and a third user level
  • the first skill value is a skill value for the first user level
  • the second skill value is for the first The skill level of the second user level
  • the third skill value is the skill value for the third user level.
  • the user level priority order is: first user level > second user level > third user level.
  • the first skill value of all the agents is counted as the first skill value group corresponding to the first user level
  • the second skill value of all the agents is counted as the second skill value group corresponding to the second user level
  • the third skill value group of all the agents is The skill value is counted as the third skill value group corresponding to the third user level.
  • the agent queue corresponding to the first user level is determined by the first skill value group. Specifically, according to the first skill value group, the agent whose first skill value is greater than the first preset threshold is divided into the first agent queue, the first agent queue is identified as the first agent queue skill level, and the first agent queue skill is established. The relationship between the level and the first user level.
  • the agent queue corresponding to the second user level is determined by the second skill value group. Specifically, the second skill value of the agent other than the agent queue in the first agent queue skill level is obtained, the agent whose second skill value is greater than the second set threshold is divided into the second agent queue, and the second agent queue is identified as The second agent queue skill level establishes an association relationship between the second agent queue skill level and the second user level.
  • the other unassigned agents are configured to correspond to the third agent queue of the third user level, and the third agent queue is identified as the third agent queue skill level, and the association relationship between the third agent queue skill level and the third user level is established.
  • the number of agents in each agent queue skill level may also be specified, and the agent queue skill level corresponding to each agent and the user level corresponding to the agent queue skill level are determined according to the specified number and the corresponding agent skill value.
  • the proportion of the number of agents in the agent queue skill level may be equal to the number of users in the corresponding user level, wherein the number of agents in the agent queue skill level is equal to the number of agents in the level and the number of all agents.
  • Ratio the ratio of the number of users at the user level is equal to the ratio of the number of users at this level to the sum of the users at all levels.
  • the user level corresponding to each agent's agent queue skill level and the agent queue skill level is determined according to the above-mentioned ratio limit and agent skill value group.
  • the ratio of the three user levels is 4:3:3, and the proportion of the agent queue skill level to be divided is also 4:3:3.
  • the number of agent queues corresponding to the first agent queue skill level corresponding to the first user level is 40, and the value is from the first to the first agent skill group corresponding to the first user level. Small order, the first seat skill value is in the top 40
  • the queue is divided into the first agent queue skill level corresponding to the first user level.
  • the agent queue corresponding to the second agent queue skill level and the third agent queue skill level can also be determined one by one.
  • the agent skill values for different user levels are obtained according to the historical service records of the agents, and the agent groups that can provide better agent services for different user levels can be more accurately determined by the agent skill values for different user levels.
  • the division of the seat group and the correspondence between the seat group and the user group are more reasonable.
  • Step S208 Determine, according to the agent skill value group, the agent queue skill level order corresponding to each user level, wherein, in the agent queue skill level ordering, the agent queue skill level pointed to by the agent queue corresponding to the user level is sorted in The first place in the first seat queue skill level.
  • Each user level corresponds to a set of agent skill value groups, and the agent skill level order corresponding to the user level is determined according to the agent skill value of the corresponding agent skill group.
  • each user level corresponds to one agent skill queue skill level.
  • the first agent queue skill level is determined by the agent skill group corresponding to the first user level, and therefore, the first user level.
  • the second user level Associated with the second agent queue skill level.
  • the third user level is associated with the third agent queue skill level.
  • the agent queue skill level corresponding to the user level is used as the first seat queue skill level ranked first, to ensure that the quality of the agent service provided for the user is guaranteed to the greatest extent.
  • Step S210 In response to the agent service request sent by the user terminal of different user levels, the idle agent is searched in an orderly manner according to the corresponding agent queue skill level.
  • the user terminal sends an agent service request to the server, such as a call to the requesting agent.
  • the server determines the user level of the requesting user according to the user identifier carried in the agent service request, and then sorts the agent in the agent queue skill level by the tea level according to the user level of the seat queue skill level until the idle seat is found. Find the free agent.
  • An agent in the agent queue skill level is more familiar with the business within the rights of the user-level user associated with it. That is, agents in the agent queue skill level associated with the user level can provide better quality services.
  • the agent queue skill level having an association relationship The other seats are placed in the first place of the search, which can guarantee the quality of the seat service provided to the user to the greatest extent.
  • agent queues When no idle agents are found in the associated agent queue, other agent queues are searched according to the acquired agent queue skill level, thereby realizing agent resource sharing between different levels of queues, so that agent resources can be maximized and improved. The efficiency of incoming processing.
  • step S210 responsive to the agent service request sent by the user terminal of different user levels, orderly performing the idle agent search according to the corresponding agent queue skill level, including the following steps:
  • Step S302 Receive an agent service request sent by the user terminal, and find a user level to which the user identifier in the agent service request belongs.
  • the agent allocation method in this embodiment can be used for banking card service consulting and handling of bank servers, and can also be used for network operators, such as servers in mobile and Unicom networks.
  • a bank server will be taken as an example for description.
  • the user who handles the bank card can call the bank server's customer service phone through the user terminal to establish a call channel with the bank server.
  • the server broadcasts the voice navigation to the user terminal, and the voice navigation user determines whether the mobile communication number of the incoming terminal is the mobile communication number bound by the bank card to be consulted or pending, if not, prompt
  • the user enters the mobile communication number bound by the bank card to be consulted or pending, or enters the user's ID number.
  • the voice navigation of the broadcast also broadcasts a navigation menu to the user, and the user requests a button according to the manual agent triggered by the navigation menu.
  • the client terminal sends an agent service request to the server.
  • the server receives the agent service request sent by the user terminal, and extracts the user identifier in the agent service request, such as a mobile communication number, a user ID number, and the like.
  • the server will determine the user level to which the user belongs based on the extracted user ID.
  • the server pre-stores the user level corresponding to each user ID. Specifically, the server determines the user level according to the user's historical billing data such as the deposit amount of the user's bank card, the credit information, and the wealth management product purchase information, such as an ordinary user, a VIP user, a platinum user, a diamond user, and the like.
  • Step S304 Find the agent level skill level order corresponding to the user level.
  • the server pre-determines the different agent queue skill levels according to the agent skill value groups corresponding to different user levels, and determines the corresponding agent queue skill level ranking for each user level in advance.
  • the server searches for a pre-defined agent queue skill level corresponding to the user level pointed to by the user terminal.
  • Step S306 According to the skill level of the agent queue, orderly finds whether there is an idle agent in the agent queue corresponding to the skill level of the agent queue. If yes, the found agent is turned on, and the state of the agent is changed to a non-idle state.
  • the server searches the status of each agent in the agent queue corresponding to the skill level of the agent queue one by one according to the order indicated by the skill level of the agent queue, until the agent whose current status is idle is found, and the call established with the user terminal is transferred to the search. A free seat to the user to make a call with the agent.
  • the server first searches for an idle agent in the agent queue corresponding to the agent queue skill level associated with the user level, and if so, directly connects the agent in the associated agent queue skill level. If not, find the other agent queues in the order indicated by the agent queue skill level order until an idle agent is found.
  • step S208 it is determined that the agent queue skill level ranking corresponding to each user level is determined according to the agent skill value group, wherein the agent queue skill level ranking has a corresponding level with the user level.
  • the agent queue level pointed to by the agent queue of the relationship is the first agent queue skill level ranked first in the first place:
  • Step S402 Calculate the average agent skill level of the other agent queue skill level except the first agent queue skill level according to the agent queue skill value group corresponding to the user level.
  • Step S404 Determine the ranking of the skill level of the other agent queues according to the average value of the agent skills, and further determine the skill level order of the agent queue corresponding to each user level. The greater the average value of the agent skills, the higher the ranking of the agent queue skill levels.
  • the average agent skill value is calculated based on the agent skill value in the agent skill value group determined by the first agent queue skill level. of. That is, the agent skill value in the determined agent skill value group of all the agents included in the agent queue skill level is acquired, and the average of the agent skills is obtained by adding the average.
  • the agent skill value group determined according to the first agent queue skill level is the first agent skill value group, and all agents in the second agent queue skill level are calculated according to the first skill value group (agent 5, agent 6 and agent 7).
  • the sum of the first skill values, and then calculate the average of the agent skills based on the summed value, that is, V 1 (70 + 68 + 65) / 3.
  • the agent skill value average value V 2 (55 + 54 + 53 + 52) / 4 of the third agent queue skill level is calculated according to the first skill value group.
  • V 1 >V 2 therefore, the agent queue skill level ranked first in the first agent queue skill level is: first agent queue skill level - second agent queue skill level - third agent queue skill level.
  • the agent queue skill level ranked first in the second agent queue skill level as: second agent queue skill level - first agent queue skill level - third agent queue skill level.
  • the agent skill average of the first agent queue skill level and the agent skill of the second agent queue skill level are used. The average is the same, so the first agent queue skill level can be ranked second, or the second agent queue skill level can be ranked second.
  • the ordering of the agent queue skill levels is guaranteed based on the same probability that each agent queue skill level in all sorts occurs.
  • the ranking can be: first agent queue skill level - second agent queue skill level - third agent skill level; second agent queue skill level - third agent queue skill level - first agent skill level; third agent queue skill Level - First Agent Queue Skill Level - Second Agent Queue Skill Level.
  • the first, second, and third digits of the ranking include three agent queue skill levels, and each agent queue skill level has the same probability of occurrence.
  • the ranking of the skill level of the agent queue is determined according to the calculated skill value of each agent corresponding to different user levels, and the skill level of the agent with the worst service skill value is placed at the last position of the query, at the agent.
  • the quality of service can be guaranteed to the utmost extent.
  • step S404 the ranking of the skill levels of the other agents is determined according to the average of the agent skills, thereby determining the skill level ranking of the agent queue corresponding to each user level, wherein the agent skill average
  • the agent skill average The larger the order of the agent queue skill level is, the more advanced the steps are, including:
  • Step S406 According to the size of the agent skill value of each agent in the agent skill value group corresponding to the user level, the agent in each skill level of the agent queue is sorted by the agent, and the agent skill value of the agent is more. Large, the higher the order of the agents in the agent queue skill level.
  • the agent queue skill level ranked first in the first agent queue skill level is: first agent queue skill level - second agent queue skill level - third agent queue skill level.
  • the first agent queue skill level corresponds to the first agent skill value group, and according to the first agent skill value group, the agents in the agent queue corresponding to the first agent queue skill level are sorted by the agent, and similarly, according to the first agent skill value.
  • the group performs the agent sorting on the agents in the agent queue corresponding to the second agent queue skill level; and the agents in the queue corresponding to the third agent queue skill level are sorted according to the first agent skill value group.
  • the server When the server requests the agent service of the corresponding user terminal, the server will perform the idle agent search according to the agent queue skill level ranking corresponding to the user level and the agent ranking in each agent pair column skill level.
  • the search order of the idle agent is: seat 1, seat 2, agent 3, and second seat in the first agent queue skill level.
  • the agent skill level of the agent 4 the seat 5, the seat 6, the third seat queue skill level seat 9, the seat 7, the seat 8 and the seat 10.
  • agents in the agent queue skill level are sorted by agents, and the seat search is more organized, and the order of searching is more reasonable.
  • a method for assigning an agent which specifically includes the following steps:
  • Step S502 Receive an agent service request sent by the user terminal.
  • Step S504 Find whether there are any idle seats in the idle time that are greater than the set threshold.
  • step S520 the found idle agent is turned on, and the state of the agent is changed to a non-idle state.
  • step S506 extracting the user identifier in the agent service request, and determining the user level to which the extracted user identifier belongs.
  • Step S508 Search for the agent queue skill level order corresponding to the pre-calculated user level and the agent in each agent queue skill level to perform the agent sorting.
  • Step S510 Sorting according to the found agent queue skill level and each agent queue skill level The agent performs an orderly sorting of the agents to find out whether there are free seats in the agent queue.
  • step S520 is performed.
  • the idle agent query is sorted according to the preset agent queue skill level, it is first found whether there is an agent with a long idle time, and the agent who is idle for a long time is preferentially connected.
  • the judgment of adding the idle time is used to compensate for the problem that each agent having a free agent query is different according to the preset agent queue skill level ranking, which causes some agents to be not easily found.
  • the assignment of the agent may also adopt the following method:
  • Step S602 Receive an agent service request sent by the user terminal.
  • Step S604 Extract the user identifier in the agent service request, and determine the user level to which the extracted user identifier belongs.
  • Step S606 Determine an agent queue skill level corresponding to the user level according to a one-to-one mapping relationship between the pre-established user level and the agent queue skill level.
  • step S608 it is found whether there is a free agent in the agent queue of the agent queue skill level corresponding to the user level. If yes, step S620 is performed: the idle agent is turned on, and the state of the agent is changed to the non-idle state.
  • step S610 If yes, go to step S610 to: find whether there are any idle seats whose idle time is greater than the set threshold in all the seats except the agent queue searched in step S608, and if yes, execute step S620: turn on the idle agent, and change the agent. The status is non-idle.
  • step S612 searching for the agent queue skill level order corresponding to the pre-calculated user level and the agent seating order in each agent queue skill level.
  • Step S614 Perform an agent order sorting according to the searched agent queue skill level ranking and the agent in each agent queue skill level to find out whether there is an idle agent in the agent queue other than the agent queue searched in step S608.
  • step S620 is performed.
  • this embodiment it is first found whether there is a free agent in the agent queue with the associated agent queue skill level, which is used to ensure the quality of the agent service. If there is no free agent in the associated queue, it is found whether other agents have not been connected for a long time. Pass the seat and connect to the seat for a long time. This embodiment realizes that on the basis of ensuring the quality of the seat service to the greatest extent, it effectively avoids the fact that the seat is idle for a long time. The problem of low utilization of agent resources.
  • a seat dispensing device comprising:
  • the historical service data collection module 710 is configured to collect historical service data of each agent.
  • the agent skill value calculation module 720 is configured to classify the collected historical service data of each agent according to different user levels of the service, and calculate the agent skill value corresponding to different user levels of each agent.
  • the agent queue skill level determining module 730 is configured to count the agent skill values corresponding to the same user level of all agents as the agent skill value group, and determine the agent queue corresponding to each user level according to the agent skill value group, each determined The agent queue is identified by the agent queue skill level.
  • the agent queue skill level sorting module 740 is configured to determine an agent queue skill level order corresponding to each user level according to the agent skill value group, wherein, in the agent queue skill level ordering, the agent queue corresponding to the user level points to The agent queue skill level is the first agent queue skill level sorted in the first place.
  • the service request response module 750 is configured to perform an orderly search for the idle agent according to the corresponding agent queue skill level in response to the agent service request sent by the user terminal of different user levels.
  • the service request response module 750 includes:
  • the service requesting module 810 is configured to receive an agent service request sent by the user terminal, and find a user level to which the user identifier in the agent service request belongs.
  • the agent queue skill level ranking search module 820 is configured to find the agent queue skill level order corresponding to the user level.
  • the lookup response module 830 is configured to sequentially search for an available agent in the agent queue according to the searched agent queue skill level. If yes, the found agent is turned on, and the status of the agent is changed to a non-idle state.
  • the agent queue skill level ranking module 740 is further configured to calculate an agent skill average of other agent queue skill levels except the first agent queue skill level according to the agent queue skill value group corresponding to the user level; The average determines the order of the skill level of the other agent queues, and then determines the skill level order of the agent queue corresponding to each user level. The larger the agent skill average, the higher the ranking of the agent queue skill level.
  • the agent queue skill level ranking module 740 is also used to match the user level.
  • the size of the agent skill value of each agent in the agent skill value group, and the agent in each agent queue skill level is sorted by the agent.
  • the agent skill value of the agent is larger, and the agent ranking in the agent queue skill level is more before.
  • the agent distribution device further includes:
  • the idle time judging module 910 is configured to: when receiving the agent service request sent by the terminal, find whether there are idle agents whose idle time is greater than a set threshold in all the seats, and if yes, turn on the idle agent; if not, according to the corresponding The agent queue skill level is sorted to find the idle agent.
  • the network interface may be an Ethernet card or a wireless network card.
  • the above modules may be embedded in the hardware in the processor or in the memory in the server, or may be stored in the memory in the server, so that the processor calls the corresponding operations of the above modules.
  • the processor can be a central processing unit (CPU), a microprocessor, a microcontroller, or the like.
  • the program may be stored in a storage medium of a computer system and executed by at least one processor in the computer system to implement a process comprising 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).

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Abstract

一种坐席分配方法，包括：收集每个坐席的历史服务数据；将收集的每个坐席的历史服务数据按照服务的不同用户级别进行分类统计，计算每个坐席对应不同用户级别的坐席技能值；将所有坐席的对应同一用户级别的坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；根据坐席技能值组确定每个用户级别对应的坐席队列技能级别排序，其中；响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的坐席队列技能级别排序有序的进行空闲坐席的查找。

Description

坐席分配方法、装置、服务器和存储介质
本申请要求于2017年03月13日提交中国专利局、申请号为201710148143.0、发明名称为“坐席分配方法和装置”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
本发明涉及通信技术领域，特别是涉及一种坐席分配方法、装置、服务器和存储介质。
背景技术
坐席服务是服务器系统为客户提供服务的一种重要方式，坐席服务是指坐席人员通过服务器的支撑系统为客户提供相应的服务的过程。
传统的服务器为客户进线分配坐席的方式主要有两种：一种是随机分配空闲的坐席，另一种是为划分的客户群组别分配固定的坐席队列。以上两种坐席分配方式均可能出现一些坐席或者某坐席队列非常空闲，另一些坐席或者某坐席队列的电话进线拥堵的现象，坐席没有合理分配，进线处理效率低。
发明内容
根据本申请公开的各种实施例，提供一种坐席分配方法和装置、服务器和存储介质。
一种坐席分配方法，所述方法包括：
收集每个坐席的历史服务数据；
将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组， 按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
将确定的所述坐席队列用坐席队列技能级别进行标识，建立所述坐席队列技能级别对所述坐席的对应关系；
根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；
响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
一种坐席分配装置，所述装置包括：
历史服务数据收集模块，用于收集每个坐席的历史服务数据；
坐席技能值计算模块，用于将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
坐席队列技能级别确定模块，用于将将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，根据所述坐席技能值组确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
坐席队列技能级别排序模块，用于根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；
服务请求响应模块，用于响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
一种服务器，包括存储器和处理器，所述存储器中存储有计算机可执行指令，所述指令被所述处理器执行时，使得所述处理器执行以下步骤：
收集每个坐席的历史服务数据；
将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类 统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；
响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
一个或多个存储有计算机可执行指令的非易失性可读存储介质，所述计算机可执行指令被一个或多个处理器执行，使得所述一个或多个处理器执行以下步骤：
收集每个坐席的历史服务数据；
将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；
响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
本申请的一个或多个实施例的细节在下面的附图和描述中提出。本申请的其它特征、目的和优点将从说明书、附图以及权利要求书变得明显。
附图说明
图1为一个实施例中坐席分配方法的应用环境图；
图2为一个实施例中服务器的内部结构示意图；
图3为一个实施例中坐席分配方法的流程图；
图4为一个实施例中用户级别、技能值和坐席之间的对应关系表格；
图5为一个实施例中查找空闲坐席所涉及的流程图；
图6为一个实施例中坐席队列技能级别排序所涉及的流程图；
图7为另一个实施例中坐席队列技能级别排序所涉及的流程图；
图8为另一个实施例中坐席分配方法的流程图；
图9为又一个实施例中坐席分配方法的流程图；
图10为一个实施例中坐席分配装置的结构框图；
图11为一个实施例中服务请求响应模块的结构框图；
图12为另一个实施例中服务请求响应模块的结构框图。
具体实施方式
为了使本发明的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本发明进行进一步详细说明。应当理解，此处所描述的具体实施例仅仅用以解释本发明，并不用于限定本发明。
如图1所示，在一个实施例中，提供了一种坐席分配方法的应用环境图，该应用环境图包括用户终端110、服务器120和坐席终端130，用户终端110和坐席终端130均可通过网络与服务器120通信。用户终端110可以是用户使用的移动终端，也可以是固定通话终端。服务器120可以是独立的物理服务器，也可以是多个物理服务器构成的服务器集群。坐席终端130为固定通话终端，每个坐席终端对应着一个固定的人工坐席。服务器接收用户终端发送的坐席服务请求，并根据该坐席服务请求中携带用户终端的用户标识(如电话号码)判断该用户所属用户级别。服务器根据预先定义的用户级别与的一一映射关系，确定该用户所属用户级别关联的坐席队列技能级别，进而根据确定的坐席队列技能级别查找对应的坐席队列技能级别排序，该坐席队列技能级别排序中与用 户级别关联的坐席队列技能级别排在首位。在进行空闲坐席查找时，服务器首先查找与用户级别关联的坐席队列技能级别对应的坐席队列，若没有查找到空闲坐席，在根据坐席队列技能级别排序有序查找其他级别的坐席队列，直至查找到空闲坐席，并建立查找到的空闲坐席与用户终端之间的通话通道，以使用户享受坐席员提供的咨询、业务办理等服务。
如图2所示，在一个实施例中，提供了一种服务器120，该服务器120包括通过系统总线连接的处理器、非易失性存储介质、内存储器和网络接口。其中，该服务器120的非易失性存储介质存储有操作系统、数据库和至少一条计算机可执行指令。该计算机可执行指令被处理器执行时，可使得处理器执行一种如图3所示的坐席分配方法。数据库用于存储数据，如存储该坐席分配方法执行过程中涉及的坐席技能值、坐席队列技能级别排序等数据。处理器用于提供计算和控制能力，支撑整个服务器120的运行。服务器中的内存储器为非易失性存储介质中的操作系统、数据库和计算机可执行指令提供高速缓存的运行环境。网络接口用于与用户终端110和坐席终端120建立通话通道。本领域技术人员可以理解，图2中示出的服务器的结构，仅仅是与本申请方案相关的部分结构的框图，并不构成对本申请方案所应用于其上的服务器的限定，具体的服务器可以包括比图中所示更多或更少的部件，或者组合某些部件，或者具有不同的部件布置。
如图3所示，在一个实施例中，提供了一种坐席分配方法，该方法以应用于如图2所示的服务器进行举例说明，具体包括如下步骤：
步骤S202：收集每个坐席的历史服务数据。
历史服务数据是指坐席员在历史时间内为用户提供在线业务咨询和业务办理的在线通话记录。历史服务数据包括所接通的在线通话数量、每通在线通话连线用户的用户级别以及相应的通话记录、用户反馈等数据。
步骤S204：将收集的每个坐席的历史服务数据按照服务的不同用户级别进行分类统计，计算每个坐席对应不同用户级别的坐席技能值。
服务器根据坐席的历史服务数据中每一通通话记录对应的连线用户的用户级别对通话记录以及通话记录对应的用户反馈进行分类统计。
根据用户级别对历史服务数据的分类统计后，服务器将基于每一组历史服务数据进行数据分析，计算坐席的技能值。每个坐席将计算得到多个技能值，计算得到的技能值与用户级别具有一一对应关系。
例如，用户级别包括第一用户级别、第二用户级别和第三用户级别，服务器将坐席的历史服务数据划分为：与第一用户级别用户对应的(连线的)第一历史服务数据、与第二用户级别用户对应的第二历史服务数据和与第三用户级别用户对应的第三历史数据。
基于第一历史服务数据得到第一技能值，该第一技能值与第一用户级别具有对应关系，第一技能值代表坐席服务第一用户级别用户的擅长程度。同样的，基于第二历史服务数据得到第二技能值，该第二技能值与第二用户级别具有对应关系。基于第三历史服务数据得到第三技能值，该第三技能值与第三用户级别具有对应关系。
步骤S206：将所有坐席的对应同一用户级别的坐席技能值统计为坐席技能值组，根据坐席技能值组确定每个用户级别对应的坐席队列，将确定的坐席队列用坐席队列技能级别进行标识。
经计算，每个坐席均有多个坐席技能值。将所有坐席的对应同一用户级别的坐席技能值统计为坐席技能值组，每个坐席技能值组对应一个用户级别。
通过所有坐席的对应某一用户级别的坐席技能值组确定一组坐席队列，如经技能值大于设定阈值的坐席组成一组坐席队列。为确定的该组坐席队列指定一坐席队列技能级别，该坐席队列技能级别对应上述的用户级别。同样的，根据其他坐席技能值组确定其他用户级别对应的坐席队列，也就确定其他用户级别对应的坐席队列技能级别。即建立了用户级别与坐席队列技能级别之间的一一映射关系。
进一步的，定义用户级别的优先级，首先确定优先级高的用户级别对应的的坐席队列，在从未分配级别的坐席中按照优先级顺序确定其他用户级别对应的坐席队列。
举例来说，如图4所示，用户级别包括第一用户级别、第二用户级别和第三用户级别，第一技能值是针对第一用户级别的技能值，第二技能值是针对第 二用户级别的技能值，第三技能值是针对第三用户级别的技能值。用户级别的优先级排序为：第一用户级别＞第二用户级别＞第三用户级别。
将所有坐席的第一技能值统计为对应第一用户级别的第一技能值组，将所有坐席的第二技能值统计为对应第二用户级别的第二技能值组，将所有坐席的第三技能值统计为对应第三用户级别的第三技能值组。
通过第一技能值组确定第一用户级别对应的坐席队列。具体的，根据第一技能值组，将第一技能值大于第一预设阈值的坐席划分为第一坐席队列，将第一坐席队列标识为第一坐席队列技能级别，建立第一坐席队列技能级别与第一用户级别之间的关联关系。
通过第二技能值组确定第二用户级别对应的坐席队列。具体的，获取除第一坐席队列技能级别中坐席队列以外的坐席的第二技能值，将第二技能值大于第二设定阈值的坐席划分为第二坐席队列，将第二坐席队列标识为第二坐席队列技能级别，建立第二坐席队列技能级别与第二用户级别之间的关联关系。
将其他未分配的坐席组成对应第三用户级别的第三坐席队列，将第三坐席队列标识为第三坐席队列技能级别，建立第三坐席队列技能级别与第三用户级别之间的关联关系。
在另一个实施例中，还可以指定每个坐席队列技能级别中的坐席数量，根据指定的数量和对应的坐席技能值确定每个坐席所属坐席队列技能级别以及坐席队列技能级别对应的用户级别。
在又一个实施例中，可以指定坐席队列技能级别的坐席数量占比等于对应的用户级别的用户数量占比，其中，坐席队列技能级别的坐席数量占比等于本级别坐席数量与所有坐席数量的比值，用户级别的用户数量占比等于本级别用户数量与所有级别用户数量的总和的比值。根据上述的占比限定和坐席技能值组确定每个坐席所属坐席队列技能级别以及坐席队列技能级别对应的用户级别。
举例来说，三个用户级别的占比为4∶3∶3，则待划分的坐席队列技能级别的占比也为4∶3∶3。假设一共有100个坐席，则与第一用户级别对应的第一坐席队列技能级别所对应的坐席队列的数量为40个，根据第一用户级别对应的第一坐席技能组，按数值由大到小的顺序排序，第一坐席技能值数值位于前40位的坐 席队列划分为第一用户级别对应的第一坐席队列技能级别。相应的，第二坐席队列技能级别和第三坐席队列技能级别对应的坐席队列也能够一一确定。
本实施例中，根据坐席的历史服务记录得到针对于不同用户级别的坐席技能值，通过针对于不同用户级别的坐席技能值能够更加准确的确定能够为不同用户级别提供更好坐席服务的坐席群体，坐席群体的划分以及坐席群体与用户群体之间的对应关系确立更加合理。
步骤S208：根据坐席技能值组确定每个用户级别对应的坐席队列技能级别排序，其中，在坐席队列技能级别排序中，与用户级别具有对应关系的坐席队列所指向的坐席队列技能级别为排序在首位的首位坐席队列技能级别。
每个用户级别对应一组坐席技能值组，根据对应的坐席技能组的坐席技能值，确定该用户级别对应的坐席技能级别排序。
根据步骤S206可知，每个用户级别都对应一个坐席技能队列技能级别，如图4所示，第一坐席队列技能级别是通过第一用户级别对应的坐席技能组确定的，因此，第一用户级别与第一坐席队列技能级别具有关联关系。相应的，第二用户级别与第二坐席队列技能级别具有关联关系。第三用户级别与第三坐席队列技能级别具有关联关系。
在确定用户级别对应的坐席队列技能级别排序时，将与用户级别对应的坐席队列技能级别作为排序在首位的首位坐席队列技能级别，以确保可最大程度的保证为用户提供的坐席服务的质量。
步骤S210：响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的坐席队列技能级别排序有序的进行空闲坐席的查找。
用户终端向服务器发送坐席服务请求，如拨打请求坐席的电话。服务器根据坐席服务请求中携带的用户标识确定请求用户的用户级别，再根据该用户级别对饮的坐席队列技能级别排序逐一茶查找坐席队列技能级别中的坐席，直至查找到空闲的坐席，接通查找到的空闲的坐席。
坐席队列技能级别中的坐席对与之关联的用户级别的用户所拥有权限内的业务更加熟悉。也就是，与用户级别具有关联关系的坐席队列技能级别中的坐席能够提供质量更好的服务。本实施例中，将具有关联关系的坐席队列技能级 别中的坐席放在查找的首位，可最大程度的保证为用户提供的坐席服务的质量。
当在关联的坐席队列中没有查找到空闲的坐席时，根据获取的坐席队列技能级别排序查找其他坐席队列，实现了不同级别队列之间的坐席资源共享，使坐席资源能够被最大化利用，提高了进线处理的效率。
在一个实施例中，如图5所示，步骤S210：响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的坐席队列技能级别排序有序的进行空闲坐席的查找，包括如下步骤：
步骤S302：接收用户终端发送的坐席服务请求，查找坐席服务请求中的用户标识所属的用户级别。
本实施例中的坐席分配方法可用于银行卡业务咨询和办理中的银行服务器，也可以用于网络运营商，如移动、联通网络中服务器。本实施例中，将以银行服务器为例进行说明。
办理银行卡的用户可通过用户终端拨打银行服务器的客服电话与银行服务器建立通话通道。通话通道建立后，服务器向用户终端播报语音导航，该语音导航用户向用户确定呼入终端的移动通信号码是否为待咨询或者待业务办理的银行卡所绑定的移动通信号码，若否，提示用户进行输入待咨询或者待业务办理的银行卡所绑定的移动通信号码，或者输入用户的身份证件号码。播报的语音导航还用户向用户播报导航菜单，用户根据导航菜单触发的人工坐席请求按键。用户终端监控到该用户操作时，向服务器发送坐席服务请求。
服务器接收用户终端发送的坐席服务请求，并提取坐席服务请求中的用户标识，如移动通信号码、用户证件号码等。服务器将根据提取的用户标识判断用户所属的用户级别。
服务器预先存储了每个用户标识对应的用户级别。具体的，服务器根据用户银行卡的存款金额、征信信息、理财产品购买信息等用户的历史账单数据进行用户级别的确定，如普通用户、VIP用户、白金用户、钻石用户等等。
步骤S304：查找用户级别对应的坐席队列技能级别排序。
服务器预先根据不同用户级别对应的坐席技能值组，划分了不同的坐席队列技能级别，并预先对每个用户级别确定了对应的坐席队列技能级别排序。
当用户终端发起坐席服务请求时，服务器查找预先定义好的，与用户终端所指向的用户级别对应的坐席队列技能级别。
步骤S306：根据坐席队列技能级别排序有序查找坐席队列技能级别对应的坐席队列中是否有空闲的坐席，若是，则接通查找到的坐席，并更改坐席的状态为非空闲状态。
服务器按照坐席队列技能级别排序所指示的顺序，逐一查找坐席队列技能级别对应的坐席队列中每个坐席的状态，直至找到当前状态为空闲的坐席，并将与用户终端建立的通话转接到查找到的空闲坐席，以使用户与坐席员进行通话。
具体的，服务器首先查找与用户级别关联的坐席队列技能级别对应的坐席队列中是否有空闲的坐席，若有，则直接接通关联坐席队列技能级别下的坐席。若没有，则按照坐席队列技能级别排序所指示的顺序，查找其他坐席队列，直至查找到空闲的坐席。
在一个实施例中，如图6所示，在步骤S208：建根据坐席技能值组确定每个用户级别对应的坐席队列技能级别排序，其中，在坐席队列技能级别排序中，与用户级别具有对应关系的坐席队列所指向的坐席队列技能级别为排序在首位的首位坐席队列技能级别包括：
步骤S402：根据用户级别对应的坐席队列技能值组计算除首位坐席队列技能级别外的其他坐席队列技能级别的坐席技能平均值。
步骤S404：根据坐席技能平均值确定其他坐席队列技能级别的排序，进而确定每个用户级别对应的坐席队列技能级别排序，其中，坐席技能平均值越大，坐席队列技能级别的排序越靠前。
计算除首位坐席队列技能级别外其他坐席队列技能级别中包含的所有坐席的坐席技能值平均值，坐席技能值平均值是根据首位坐席队列技能级别确定的坐席技能值组中的坐席技能值计算得到的。也就是，获取坐席队列技能级别中包括的所有坐席的确定的坐席技能值组中的坐席技能值，加和平均后得到坐席技能平均值。
根据图4，根据首位坐席队列技能级别确定的坐席技能值组为第一坐席技能 值组，根据第一技能值组计算第二坐席队列技能级别中所有坐席(坐席5、坐席6和坐席7)的第一技能值的加和值，再根据加和值计算坐席技能平均值，即V1＝(70+68+65)/3。同样的，根据第一技能值组计算第三坐席队列技能级别的坐席技能值平均值V2＝(55+54+53+52)/4。经对比V1＞V2，因此，以第一坐席队列技能级别作为排序首位的坐席队列技能级别排序为：第一坐席队列技能级别-第二坐席队列技能级别-第三坐席队列技能级别。重复以上步骤，计算以第二坐席队列技能级别作为排序首位的坐席队列技能级别排序为：第二坐席队列技能级别-第一坐席队列技能级别-第三坐席队列技能级别。在计算以第三坐席队列技能级别作为排序首位的坐席队列技能级别排序时，由于在第三技能值组中，第一坐席队列技能级别的坐席技能平均值与第二坐席队列技能级别的坐席技能平均值相同，因此，可将第一坐席队列技能级别排在第二位，也可将第二坐席队列技能级别排在第二位。
在另一个实施例中，保证所有排序中每个坐席队列技能级别出现的概率相同的基础上进行坐席队列技能级别的排序。如排序可以是：第一坐席队列技能级别-第二坐席队列技能级别-第三坐席技能级别；第二坐席队列技能级别-第三坐席队列技能级别-第一坐席技能级别；第三坐席队列技能级别-第一坐席队列技能级别-第二坐席队列技能级别。上述排序中，排序的第一位、第二位、第三位均包括了三个坐席队列技能级别，每个坐席队列技能级别出现的概率相同。
本实施例中，同样是根据计算的每个坐席对应不同用户级别的坐席技能值确定坐席队列技能级别的排序，将服务技能值最差的坐席队列技能级别放在查询的最后一位，在坐席队列资源共享的前提下，能够最大限度的保证服务质量。
在一个实施例中，如图7所示，在步骤S404：根据坐席技能平均值确定其他坐席队列技能级别的排序，进而确定每个用户级别对应的坐席队列技能级别排序，其中，坐席技能平均值越大，坐席队列技能级别的排序越靠前的步骤之后，还包括：
步骤S406：按照用户级别对应的坐席技能值组中每个坐席的坐席技能值的大小，对每个坐席队列技能级别中的坐席进行坐席排序，坐席的坐席技能值越 大，在坐席队列技能级别中的坐席排序越靠前。
例如，如图4所示，以第一坐席队列技能级别作为排序首位的坐席队列技能级别排序为：第一坐席队列技能级别-第二坐席队列技能级别-第三坐席队列技能级别。第一坐席队列技能级别对应第一坐席技能值组，根据第一坐席技能值组，对第一坐席队列技能级别所对应的坐席队列中的坐席进行坐席排序，同样的，根据第一坐席技能值组，对第二坐席队列技能级别所对应的坐席队列中的坐席进行坐席排序；根据第一坐席技能值组对第三坐席队列技能级别所对应的队列中的坐席进行坐席排序。
服务器在相应用户终端的坐席服务请求时，将根据查找的与用户级别对应的坐席队列技能级别排序和每个坐席对列技能级别中的坐席排序进行空闲坐席的查找。
举例来说，如图4所示，请求坐席服务的用户为第一用户级别，则进行空闲坐席的查找顺序为：第一坐席队列技能级别中的坐席1、坐席2、坐席3、第二坐席队列技能级别的坐席4、坐席5、坐席6、第三坐席队列技能级别的坐席9、坐席7、坐席8和坐席10。
对坐席队列技能级别中的坐席进行坐席排序，坐席的查找更加有条理，查找的顺序更加合理。
在一个实施例中，如图8所示，提供了一种坐席分配方法，具体包括如下步骤：
步骤S502：接收用户终端发送的坐席服务请求。
步骤S504：查找所有坐席中是否存在空闲时间大于设定阈值的空闲坐席。
若是，则执行步骤S520：接通查找到的空闲坐席，并更改坐席的状态为非空闲状态。
若否，则执行步骤S506：提取坐席服务请求中的用户标识，确定提取的用户标识所属用户级别。
步骤S508：查找预先计算用户级别对应的坐席队列技能级别排序和每个坐席队列技能级别中的坐席进行坐席排序。
步骤S510：根据查找的坐席队列技能级别排序和每个坐席队列技能级别中 的坐席进行坐席排序有序查找坐席队列中是否有空闲的坐席。
若是，则执行步骤S520。
本实施例中，在按照预设的坐席队列技能级别排序进行空闲坐席查询前，先查找是否存在空闲时间过长的坐席，优先接通长时间空闲的坐席。添加空闲时间的判断，用于弥补按照预设的坐席队列技能级别排序进行空闲坐席查询存在的每个坐席被接通概率不同，导致一些坐席不容易被查找到的问题。
在另一个实施例中，如图9所示，坐席的分配还可以采用如下方法：
步骤S602：接收用户终端发送的坐席服务请求。
步骤S604：提取坐席服务请求中的用户标识，确定该提取的用户标识所属用户级别。
步骤S606：根据预先建立的用户级别与坐席队列技能级别之间的一一映射关系，确定该用户级别对应的坐席队列技能级别。
步骤S608：查找与用户级别对应的坐席队列技能级别的坐席队列中是否有空闲坐席，若是，则执行步骤S620：接通空闲坐席，并更改坐席的状态为非空闲状态。
若否，则执行步骤S610：查找除步骤S608中查找的坐席队列外的所有坐席中是否存在空闲时间大于设定阈值的空闲的坐席，若是，则执行步骤S620：接通空闲坐席，并更改坐席的状态为非空闲状态。
若否，则执行步骤S612：查找预先计算用户级别对应的坐席队列技能级别排序和每个坐席队列技能级别中的坐席进行坐席排序。
步骤S614：根据查找的坐席队列技能级别排序和每个坐席队列技能级别中的坐席进行坐席排序有序查找除步骤S608中查找的坐席队列外的坐席队列中是否有空闲的坐席。
若是，则执行步骤S620。
本实施例中，首先查找具有关联的坐席队列技能级别的坐席队列中是否有空闲坐席，用于确保坐席服务的质量，当关联的队列中没有空闲坐席，则查找其他坐席是否有长时间未接通坐席，接通长时间空闲的坐席。本实施例实现了在最大程度保证坐席服务质量的基础上，有效避免了因坐席长时间被闲置导致 坐席资源利用率低的问题。
在一个实施例中，如图10所示，提供了一种坐席分配装置，该装置包括：
历史服务数据收集模块710，用于收集每个坐席的历史服务数据。
坐席技能值计算模块720，用于将收集的每个坐席的历史服务数据按照服务的不同用户级别进行分类统计，计算每个坐席对应不同用户级别的坐席技能值。
坐席队列技能级别确定模块730，用于将将所有坐席的对应同一用户级别的坐席技能值统计为坐席技能值组，根据坐席技能值组确定每个用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识。
坐席队列技能级别排序模块740，用于根据坐席技能值组确定每个用户级别对应的坐席队列技能级别排序，其中，在坐席队列技能级别排序中，与用户级别具有对应关系的坐席队列所指向的坐席队列技能级别为排序在首位的首位坐席队列技能级别。
服务请求响应模块750，用于响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的坐席队列技能级别排序有序的进行空闲坐席的查找。
在一个实施例中，如图11所示，服务请求响应模块750包括：
服务请求模块810，用于接收用户终端发送的坐席服务请求，查找坐席服务请求中的用户标识所属的用户级别。
坐席队列技能级别排序查找模块820，用于查找用户级别对应的坐席队列技能级别排序。
查找响应模块830，用于根据查找的坐席队列技能级别排序有序查找坐席队列中是否有空闲的坐席，若是，则接通查找到的坐席，并更改坐席的状态为非空闲状态。
在一个实施例中，坐席队列技能级别排序模块740，还用于根据用户级别对应的坐席队列技能值组计算除首位坐席队列技能级别外的其他坐席队列技能级别的坐席技能平均值；根据坐席技能平均值确定其他坐席队列技能级别的排序，进而确定每个用户级别对应的坐席队列技能级别排序，其中，坐席技能平均值越大，坐席队列技能级别的排序越靠前。
在一个实施例中，坐席队列技能级别排序模块740，还用于按照用户级别对 应的坐席技能值组中每个坐席的坐席技能值的大小，对每个坐席队列技能级别中的坐席进行坐席排序，坐席的坐席技能值越大，在坐席队列技能级别中的坐席排序越靠前。
在一个实施例中，如图12所示，坐席分配装置还包括：
空闲时间判断模块910，用于在接收到终端发送的坐席服务请求时，查找所有坐席中是否存在空闲时间大于设定阈值的空闲坐席，若是，则接通空闲坐席；若否，则根据对应的坐席队列技能级别排序进行空闲坐席的查找。
上述网络访问行为识别装置中的各个模块可全部或部分通过软件、硬件及其组合来实现。其中，网络接口可以是以太网卡或无线网卡等。上述各模块可以硬件形式内嵌于或独立于服务器中的处理器中，也可以以软件形式存储于服务器中的存储器中，以便于处理器调用执行以上各个模块对应的操作。该处理器可以为中央处理单元(CPU)、微处理器、单片机等。
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流程，是可以通过计算机程序来指令相关的硬件来完成，程序可存储于一计算机可读取存储介质中，如本发明实施例中，该程序可存储于计算机系统的存储介质中，并被该计算机系统中的至少一个处理器执行，以实现包括如上述各方法的实施例的流程。其中，存储介质可为磁碟、光盘、只读存储记忆体(Read-Only Memory，ROM)或随机存储记忆体(Random Access Memory，RAM)等。
以上实施例的各技术特征可以进行任意的组合，为使描述简洁，未对上述实施例中的各个技术特征所有可能的组合都进行描述，然而，只要这些技术特征的组合不存在矛盾，都应当认为是本说明书记载的范围。
以上实施例仅表达了本发明的几种实施方式，其描述较为具体和详细，但并不能因此而理解为对发明专利范围的限制。应当指出的是，对于本领域的普通技术人员来说，在不脱离本发明构思的前提下，还可以做出若干变形和改进，这些都属于本发明的保护范围。因此，本发明专利的保护范围应以所附权利要求为准。

Claims (24)

  1. 一种坐席分配方法，包括：
    收集每个坐席的历史服务数据；
    将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
    将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
    根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；及
    响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
  2. 根据权利要求1所述的方法，其特征在于，所述响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找包括：
    接收用户终端发送的坐席服务请求，查找所述坐席服务请求中的用户标识所属的用户级别；
    查找所述用户级别对应的所述坐席队列技能级别排序；
    根据查找的所述坐席队列技能级别排序有序查找坐席队列中是否有空闲的坐席，若是，则接通查找到的所述坐席，并更改所述坐席的状态为非空闲状态。
  3. 根据权利要求1所述的方法，其特征在于，所述用户级别包括第一用户级别、第二用户级别和第三用户级别，其中，所述第一用户级别的优先级大于所述第二用户级别，所述第二用户级别的优先级大于所述第三用户级别；
    所述将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识包括：
    将第一用户级别的所述坐席技能值统计为第一坐席技能值组，将第二用户级别的所述坐席技能值统计为第二坐席技能值组，将第三用户级别的所述坐席技能值统计为第三坐席技能值组；
    根据所述第一坐席技能值组中的坐席技能值，将所述坐席技能值大于设定阈值的坐席确定为所述第一用户级别对应的第一坐席队列，将确定的所述第一坐席队列标记为第一坐席队列技能级别；
    从所述第二坐席技能组中获取除第一坐席队列以外的坐席对应的坐席技能值，将获取的所述坐席技能值大于设定阈值的坐席确定为所述第二用户级别对应的第二坐席队列，将确定的所述第二坐席队列标记为第二坐席队列技能级别；
    将其他未分配的坐席确定为所述第三用户级别对应的第三坐席队列，将确定的所述第三坐席队列标识为第三坐席队列技能级别。
  4. 根据权利要求1所述的方法，其特征在于，所述根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别包括：
    根据所述用户级别对应的所述坐席队列技能值组计算除所述首位坐席队列技能级别外的其他所述坐席队列技能级别的坐席技能平均值；
    根据所述坐席技能平均值确定其他所述坐席队列技能级别的排序，进而确定每个用户级别对应的坐席队列技能级别排序，其中，所述坐席技能平均值越大，所述坐席队列技能级别的排序越靠前。
  5. 根据权利要求4所述的方法，其特征在于，还包括：
    按照所述用户级别对应的所述坐席技能值组中每个坐席的坐席技能值的大小，对每个所述坐席队列技能级别中的坐席进行坐席排序，所述坐席的坐席技能值越大，在所述坐席队列技能级别中的坐席排序越靠前。
  6. 根据权利要求2-5任一项所述的方法，其特征在于，还包括：
    在接收到终端发送的所述坐席服务请求时，查找所有坐席中是否存在空闲时间大于设定阈值的空闲坐席，若是，则接通所述空闲坐席；若否，则根据对应的坐席队列技能级别排序进行空闲坐席的查找。
  7. 一种坐席分配装置，包括：
    历史服务数据收集模块，用于收集每个坐席的历史服务数据；
    坐席技能值计算模块，用于将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
    坐席队列技能级别确定模块，用于将将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，根据所述坐席技能值组确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
    坐席队列技能级别排序模块，用于根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；及
    服务请求响应模块，用于响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
  8. 根据权利要求7所述的装置，其特征在于，所述服务请求响应模块包括：
    服务请求模块，用于接收用户终端发送的坐席服务请求，查找所述坐席服务请求中的用户标识所属的用户级别；
    坐席队列技能级别排序查找模块，用于查找所述用户级别对应的所述坐席队列技能级别排序；
    查找响应模块，用于根据查找的所述坐席队列技能级别排序有序查找坐席队列中是否有空闲的坐席，若是，则接通查找到的所述坐席，并更改所述坐席的状态为非空闲状态。
  9. 根据权利要求7所述的装置，其特征在于，所述用户级别包括第一用户级别、第二用户级别和第三用户级别，其中，所述第一用户级别的优先级大于所述第二用户级别，所述第二用户级别的优先级大于所述第三用户级别；
    所述坐席队列技能级别确定模块，还用于将第一用户级别的所述坐席技能值统计为第一坐席技能值组，将第二用户级别的所述坐席技能值统计为第二坐席技能值组，将第三用户级别的所述坐席技能值统计为第三坐席技能值组；根 据所述第一坐席技能值组中的坐席技能值，将所述坐席技能值大于设定阈值的坐席确定为所述第一用户级别对应的第一坐席队列，将确定的所述第一坐席队列标记为第一坐席队列技能级别；从所述第二坐席技能组中获取除第一坐席队列以外的坐席对应的坐席技能值，将获取的所述坐席技能值大于设定阈值的坐席确定为所述第二用户级别对应的第二坐席队列，将确定的所述第二坐席队列标记为第二坐席队列技能级别；将其他未分配的坐席确定为所述第三用户级别对应的第三坐席队列，将确定的所述第三坐席队列标识为第三坐席队列技能级别。
  10. 根据权利要求7所述的装置，其特征在于，所述坐席队列技能级别排序模块，还用于根据所述用户级别对应的所述坐席队列技能值组计算除所述首位坐席队列技能级别外的其他所述坐席队列技能级别的坐席技能平均值；根据所述坐席技能平均值确定其他所述坐席队列技能级别的排序，进而确定每个用户级别对应的坐席队列技能级别排序，其中，所述坐席技能平均值越大，所述坐席队列技能级别的排序越靠前。
  11. 根据权利要求10所述的装置，其特征在于，所述坐席队列技能级别排序模块，还用于按照所述用户级别对应的所述坐席技能值组中每个坐席的坐席技能值的大小，对每个所述坐席队列技能级别中的坐席进行坐席排序，所述坐席的坐席技能值越大，在所述坐席队列技能级别中的坐席排序越靠前。
  12. 根据权利要求8-11任一项所述的装置，其特征在于，还包括：
    空闲时间判断模块，用于在接收到终端发送的所述坐席服务请求时，查找所有坐席中是否存在空闲时间大于设定阈值的空闲坐席，若是，则接通所述空闲坐席；若否，则根据对应的坐席队列技能级别排序进行空闲坐席的查找。
  13. 一种服务器，包括存储器和处理器，所述存储器中存储有计算机可执行指令，所述指令被所述处理器执行时，使得所述处理器执行以下步骤：
    收集每个坐席的历史服务数据；
    将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
    将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组， 按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
    根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；及
    响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
  14. 根据权利要求13所述的服务器，其特征在于，所述处理器执行的所述响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找包括：
    接收用户终端发送的坐席服务请求，查找所述坐席服务请求中的用户标识所属的用户级别；
    查找所述用户级别对应的所述坐席队列技能级别排序；
    根据查找的所述坐席队列技能级别排序有序查找坐席队列中是否有空闲的坐席，若是，则接通查找到的所述坐席，并更改所述坐席的状态为非空闲状态。
  15. 根据权利要求13所述的服务器，其特征在于，所述用户级别包括第一用户级别、第二用户级别和第三用户级别，其中，所述第一用户级别的优先级大于所述第二用户级别，所述第二用户级别的优先级大于所述第三用户级别；
    所述处理器执行的所述将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识包括：
    将第一用户级别的所述坐席技能值统计为第一坐席技能值组，将第二用户级别的所述坐席技能值统计为第二坐席技能值组，将第三用户级别的所述坐席技能值统计为第三坐席技能值组；
    根据所述第一坐席技能值组中的坐席技能值，将所述坐席技能值大于设定阈值的坐席确定为所述第一用户级别对应的第一坐席队列，将确定的所述第一坐席队列标记为第一坐席队列技能级别；
    从所述第二坐席技能组中获取除第一坐席队列以外的坐席对应的坐席技能值，将获取的所述坐席技能值大于设定阈值的坐席确定为所述第二用户级别对应的第二坐席队列，将确定的所述第二坐席队列标记为第二坐席队列技能级别；
    将其他未分配的坐席确定为所述第三用户级别对应的第三坐席队列，将确定的所述第三坐席队列标识为第三坐席队列技能级别。
  16. 根据权利要求13所述的服务器，其特征在于，所述处理器执行的所述根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别包括：
    根据所述用户级别对应的所述坐席队列技能值组计算除所述首位坐席队列技能级别外的其他所述坐席队列技能级别的坐席技能平均值；
    根据所述坐席技能平均值确定其他所述坐席队列技能级别的排序，进而确定每个用户级别对应的坐席队列技能级别排序，其中，所述坐席技能平均值越大，所述坐席队列技能级别的排序越靠前。
  17. 根据权利要求16所述的服务器，其特征在于，所述处理器还执行如下步骤：
    按照所述用户级别对应的所述坐席技能值组中每个坐席的坐席技能值的大小，对每个所述坐席队列技能级别中的坐席进行坐席排序，所述坐席的坐席技能值越大，在所述坐席队列技能级别中的坐席排序越靠前。
  18. 根据权利要求14-17任一项所述的服务器，其特征在于，所述处理器还执行如下步骤：
    在接收到终端发送的所述坐席服务请求时，查找所有坐席中是否存在空闲时间大于设定阈值的空闲坐席，若是，则接通所述空闲坐席；若否，则根据对应的坐席队列技能级别排序进行空闲坐席的查找。
  19. 一个或多个存储有计算机可执行指令的非易失性可读存储介质，所述计算机可执行指令被一个或多个处理器执行，使得所述一个或多个处理器执行以下步骤：
    收集每个坐席的历史服务数据；
    将收集的每个坐席的所述历史服务数据按照服务的不同用户级别进行分类统计，计算每个所述坐席对应不同所述用户级别的坐席技能值；
    将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识；
    根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别；及
    响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找。
  20. 根据权利要求19所述的非易失性可读存储介质，其特征在于，所述处理器执行的所述响应于不同用户级别的用户终端发送的坐席服务请求，按照对应的所述坐席队列技能级别排序有序的进行空闲坐席的查找包括：
    接收用户终端发送的坐席服务请求，查找所述坐席服务请求中的用户标识所属的用户级别；
    查找所述用户级别对应的所述坐席队列技能级别排序；
    根据查找的所述坐席队列技能级别排序有序查找坐席队列中是否有空闲的坐席，若是，则接通查找到的所述坐席，并更改所述坐席的状态为非空闲状态。
  21. 根据权利要求19所述的非易失性可读存储介质，其特征在于，所述用户级别包括第一用户级别、第二用户级别和第三用户级别，其中，所述第一用户级别的优先级大于所述第二用户级别，所述第二用户级别的优先级大于所述第三用户级别；
    所述处理器执行的所述将所有坐席的对应同一用户级别的所述坐席技能值统计为坐席技能值组，按照用户级别的优先级依次确定每个所述用户级别对应的坐席队列，将确定的每个坐席队列用坐席队列技能级别标识包括：
    将第一用户级别的所述坐席技能值统计为第一坐席技能值组，将第二用户 级别的所述坐席技能值统计为第二坐席技能值组，将第三用户级别的所述坐席技能值统计为第三坐席技能值组；
    根据所述第一坐席技能值组中的坐席技能值，将所述坐席技能值大于设定阈值的坐席确定为所述第一用户级别对应的第一坐席队列，将确定的所述第一坐席队列标记为第一坐席队列技能级别；
    从所述第二坐席技能组中获取除第一坐席队列以外的坐席对应的坐席技能值，将获取的所述坐席技能值大于设定阈值的坐席确定为所述第二用户级别对应的第二坐席队列，将确定的所述第二坐席队列标记为第二坐席队列技能级别；
    将其他未分配的坐席确定为所述第三用户级别对应的第三坐席队列，将确定的所述第三坐席队列标识为第三坐席队列技能级别。
  22. 根据权利要求19所述的非易失性可读存储介质，其特征在于，所述处理器执行的所述根据所述坐席技能值组确定每个所述用户级别对应的坐席队列技能级别排序，其中，在所述坐席队列技能级别排序中，与所述用户级别具有对应关系的所述坐席队列所指向的所述坐席队列技能级别为排序在首位的首位坐席队列技能级别包括：
    根据所述用户级别对应的所述坐席队列技能值组计算除所述首位坐席队列技能级别外的其他所述坐席队列技能级别的坐席技能平均值；
    根据所述坐席技能平均值确定其他所述坐席队列技能级别的排序，进而确定每个用户级别对应的坐席队列技能级别排序，其中，所述坐席技能平均值越大，所述坐席队列技能级别的排序越靠前。
  23. 根据权利要求22所述的非易失性可读存储介质，其特征在于，所述处理器还执行如下步骤：
    按照所述用户级别对应的所述坐席技能值组中每个坐席的坐席技能值的大小，对每个所述坐席队列技能级别中的坐席进行坐席排序，所述坐席的坐席技能值越大，在所述坐席队列技能级别中的坐席排序越靠前。
  24. 根据权利要求20-23任一项所述的非易失性可读存储介质，其特征在于，所述处理器还执行如下步骤：
    在接收到终端发送的所述坐席服务请求时，查找所有坐席中是否存在空闲 时间大于设定阈值的空闲坐席，若是，则接通所述空闲坐席；若否，则根据对应的坐席队列技能级别排序进行空闲坐席的查找。
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