WO2018201976A1 - 坐席分配方法、装置、计算机设备和存储介质 - Google Patents

坐席分配方法、装置、计算机设备和存储介质 Download PDF

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Publication number
WO2018201976A1
WO2018201976A1 PCT/CN2018/084755 CN2018084755W WO2018201976A1 WO 2018201976 A1 WO2018201976 A1 WO 2018201976A1 CN 2018084755 W CN2018084755 W CN 2018084755W WO 2018201976 A1 WO2018201976 A1 WO 2018201976A1
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Prior art keywords
agent
identifier
user identifier
user
service
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PCT/CN2018/084755
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English (en)
French (fr)
Inventor
李长缤
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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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
    • H04M3/5141—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
    • 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

Definitions

  • the present application relates to the field of communications, and in particular, to an agent allocation method, apparatus, computer device, and storage medium.
  • an agent allocation method for solving various embodiments disclosed herein.
  • a method for assigning agents including:
  • agent identifier corresponding to the user identifier exists in the matching relationship table, query whether the agent end corresponding to the agent identifier corresponding to the user identifier is in the agent service;
  • the agent request is sent to the corresponding agent to establish the agent service according to the agent identifier.
  • a seat distribution device comprising:
  • a receiving module configured to receive an agent request
  • An extraction module configured to extract a user identifier carried by the agent request
  • a first query module configured to query an agent identifier corresponding to the user identifier in the matching relationship table
  • the second query module is configured to: when the agent identifier corresponding to the user identifier exists in the matching relationship table, query whether the agent end corresponding to the agent identifier corresponding to the user identifier is in the agent service;
  • an allocation module configured to send an agent request to the corresponding agent to establish an agent service according to the agent identifier when the agent end corresponding to the agent identifier corresponding to the user identifier is not in the agent service.
  • a computer device comprising a memory and one or more processors having stored therein computer readable instructions, the computer readable instructions being executed by the processor such that the one or more processors perform the following steps:
  • agent identifier corresponding to the user identifier exists in the matching relationship table, query whether the agent end corresponding to the agent identifier corresponding to the user identifier is in the agent service;
  • the agent request is sent to the corresponding agent to establish the agent service according to the agent identifier.
  • One or more non-transitory computer readable instruction storage media storing computer readable instructions, when executed by one or more processors, cause one or more processors to perform the steps of:
  • agent identifier corresponding to the user identifier exists in the matching relationship table, query whether the agent end corresponding to the agent identifier corresponding to the user identifier is in the agent service;
  • the agent request is sent to the corresponding agent to establish the agent service according to the agent identifier.
  • FIG 1 is an application scenario diagram of an agent distribution system in accordance with one or more embodiments.
  • FIG. 2 is a flow diagram of a method of agent assignment in accordance with one or more embodiments.
  • FIG. 3 is a flow diagram of a matching relationship storage step in accordance with one or more embodiments.
  • FIG. 4 is a flow chart of a method of agent assignment in accordance with another or more embodiments.
  • FIG. 5 is a flow diagram of a idle agent selection step in accordance with one or more embodiments.
  • FIG. 6 is a flow diagram of a deletion step in accordance with one or more embodiments.
  • FIG. 7 is a block diagram of an agent distribution device in accordance with one or more embodiments.
  • FIG. 8 is a block diagram of a computer device in accordance with one or more embodiments.
  • FIG. 1 is an application scenario diagram of an agent distribution system in an embodiment.
  • the agent distribution system includes a server, a plurality of agents, and a plurality of clients, and the client directly operates by the user.
  • the terminal can communicate with the server, and the terminal can be a terminal that can be moved or a fixed terminal.
  • the terminal can be a mobile phone, a laptop, or the like, or the terminal can be a virtual teller machine configured at a bank.
  • the server can communicate with the client and the agent.
  • the server can allocate the corresponding client to the client after receiving the agent request sent by the client.
  • the agent terminal is a terminal directly operated by the agent, and can communicate with the server, and the agent terminal can establish a seat service with the client allocated by the server.
  • FIG. 2 is a flowchart of an agent allocation method in an embodiment.
  • the agent allocation method can be applied to the server shown in FIG. 1, and the method includes:
  • the agent requests a request for the agent to be sent to the server by the client. For example, when the user performs an operation on the client, the operation problem may be encountered. At this time, the agent is required to perform the assistance, and the client sends the server to the server. After the agent requests, the server can allocate the corresponding agent to the client after receiving the agent request.
  • the user identifier refers to the identifier of the user that can be uniquely determined.
  • the user identifier may be a client's MAC address (Media Access Control, media access control address).
  • the user identifier may be the user's phone number or ID card number, etc.
  • the user identifier may be added to the client's MAC address. The user's phone number or ID number, etc.
  • the matching relationship table refers to a table storing a matching relationship between the user identifier and the agent identifier.
  • the matching relationship table is stored in the server.
  • the server queries whether the extracted user identifier exists.
  • the user identifier exists in the matching relationship table, the user corresponding to the user identifier is the served user, that is, the user has already made a call with an agent, if the matching relationship table does not If the user identifier exists, the user corresponding to the user identifier is not the served user, that is, the user does not talk to a certain agent.
  • the matching relationship table may include all the agent identifiers, including the agent identifier that has been associated with the user identifier and the agent identifier that is not associated with the user identifier.
  • the agent identifier is an identifier that can uniquely determine an agent.
  • the agent identifier can be a MAC address or a phone number of the agent, or can be a MAC address of the agent side plus a phone number.
  • the agent service refers to that the client and the agent are communicating, for example, may be voice communication or video communication, and the voice communication may be network voice communication or telephone communication.
  • the corresponding agent identifier can be queried according to the matching relationship between the user identifier and the agent identifier in the matching relationship table, and the agent identifier can be uniquely determined by the agent identifier, and the server determines according to the agent identifier.
  • the server may send information to the agent. To determine whether the agent is in the agent service, or the state of each agent can be stored in the server, so that the server can directly query the status of each agent to determine whether the agent is in the agent service.
  • the agent previously serving the user may continue to be performed on the agent.
  • the service is to ensure that the seat serving the user is unchanged, so that the agent can more fully grasp the user's information and improve the user experience.
  • the agent allocation method when receiving the agent request, extracts the user identifier of the agent request, and determines whether the user has served the user by querying whether the user identifier is stored in the matching relationship table. When the user is a served user, Continue to determine whether the agent of the agent identifier corresponding to the user identifier is in the agent service. When the agent is not in the agent service, the agent request is allocated to the agent previously served to the user, so that the user can be guaranteed to serve the user. The seat is unchanged, so that the agent can more fully grasp the user's information and improve the user's experience.
  • FIG. 3 is a flowchart of a matching relationship storing step according to one or more embodiments.
  • the matching relationship storing step may be in the method shown in FIG. 2, S210 or step S208.
  • Another branch of the matching relationship may include:
  • the server may first perform the user through other idle agents. service.
  • S304 Send an agent request to the idle agent to establish an agent service according to the obtained agent identifier of the idle agent.
  • the server can directly query the matching relationship table to obtain the agent identifier of the idle agent, according to the agent identifier of the idle agent.
  • the idle agent sends an agent request to establish an agent service of the client corresponding to the user identifier.
  • the server can also directly The idle agent is queried, and an agent request is sent to the idle agent according to the agent identifier of the idle agent to establish an agent service of the client corresponding to the user identifier.
  • S306 Store the matching relationship between the agent identifier of the idle agent and the user identifier to the matching relationship table.
  • the user identifier is not stored in the matching relationship table, so the user identifier and the corresponding agent identifier may be The matching relationship is stored in the matching relationship table.
  • the user identifier can be added directly after the corresponding agent identifier in the matching relationship table.
  • the agent who has served the user is now serving other users and cannot serve the user.
  • the server also matches the new agent for the user, so the server
  • the matching relationship between the agent ID of the new agent and the user ID of the user may be stored in the matching relationship table, so that the next time the user needs the service, the agent serving the user is guaranteed to be unchanged, so that the agent can grasp the situation more comprehensively.
  • User information to enhance the user experience when the agent previously served by the user is serving other users, the server allocates a new agent to the user, so the matching relationship table stores the user identifier of the user and multiple agent identifiers.
  • the relationship between the agents corresponding to the agent identifiers may be comprehensively considered to provide a better agent service for the user. For example, a field may be added to identify a certain agent to provide the user with the agent. The type of service, so that when the user requests it again, the appropriate agent can be selected according to the type of service.
  • the agent corresponding to the agent identification is in the agent service, the agent who has served the user is now serving other users and cannot serve the user, and the server also matches the new agent for the user.
  • the position of the original seat can be fully considered.
  • the server can match the seat around the original seat for the user, for example, the distance from the original seat is at a preset distance, for example, an agent within 10 meters.
  • the user corresponding to the user identifier is not the served user, that is, the user is a new user, or when the agent corresponding to the agent identifier is in the agent service, the agent served for the user is now The service is being serviced by another user, and the user cannot be served.
  • the server allocates a new idle agent to the user, and records the matching relationship between the agent ID and the user ID of the idle agent, and allocates the agent for the next agent request of the user. Lay the foundation to ensure that the seat for the user is unchanged, so that the agent can more fully grasp the user's information and improve the user's experience.
  • the agent allocation method further includes an abnormal interruption step, which may include detecting whether each established agent service is abnormally interrupted, and when any established agent service is abnormally interrupted, The matching relationship between the user ID of the abnormally interrupted agent service and the agent ID is stored in the exception interrupt table.
  • an abnormal interruption step which may include detecting whether each established agent service is abnormally interrupted, and when any established agent service is abnormally interrupted, The matching relationship between the user ID of the abnormally interrupted agent service and the agent ID is stored in the exception interrupt table.
  • the method further includes: querying the agent identifier corresponding to the user identifier in the abnormal interruption table.
  • the agent request is sent to the corresponding agent to establish the agent service according to the agent identifier corresponding to the user identifier in the abnormality interruption table.
  • FIG. 4 is a flowchart of a method for assigning an agent according to another embodiment.
  • the agent allocation method may include:
  • S402 Receive an agent request.
  • the agent requests a request for the agent to be sent to the server by the client. For example, when the user performs an operation on the client, the operation problem may be encountered. At this time, the agent is required to perform the assistance, and the client sends the server to the server. After the agent requests, the server can allocate the corresponding agent to the client after receiving the agent request.
  • the user identifier refers to the identifier of the user that can be uniquely determined.
  • the user identifier may be a client's MAC address (Media Access Control, media access control address).
  • the user identifier may be the user's phone number or ID card number, etc.
  • the user identifier may be added to the client's MAC address. The user's phone number or ID number, etc.
  • S406 Query the agent identifier corresponding to the user identifier in the abnormal interruption table.
  • the abnormal interruption table refers to a table storing a matching relationship between the user identifier of the agent service and the agent identifier, and the abnormal interruption table is stored in the server, and when the client sends an agent request to the server, the server queries the extracted Whether the user identifier exists in the abnormal interrupt table. If the user identifier exists in the abnormal interrupt table, the user corresponding to the user identifier is abnormally interrupted with the agent's agent service, for example, the network connection may be unstable. The abnormal interruption caused. If the user ID does not exist in the abnormal interrupt table, the user corresponding to the user identifier is not abnormally interrupted with the agent's agent service.
  • the matching relationship table may include all the agent identifiers, including the agent identifier that has been associated with the user identifier and the agent identifier that is not associated with the user identifier.
  • the agent identifier is an identifier that can uniquely determine an agent.
  • the agent identifier can be a MAC address or a phone number of the agent, or can be a MAC address of the agent side plus a phone number.
  • the agent interrupt service table is directly queried without querying the entire matching relationship table, thereby reducing the amount of data query, and
  • the abnormal interruption table can query the agent who served the user last time, so that the agent service that the user has already performed, such as the question that has been asked, the content that has been reviewed, etc., need not be performed again, which greatly saves the user's time and improves the user's time.
  • the agent interrupt service table is directly queried without querying the entire matching relationship table, thereby reducing the amount of data query, and
  • the abnormal interruption table can query the agent who served the user last time, so that the agent service that the user has already performed, such as the question that has been asked, the content that has been reviewed, etc., need not be performed again, which greatly saves the user's time and improves the user's time.
  • the agent interrupt service table is directly queried without querying the entire matching relationship table, thereby reducing the amount of data query, and
  • the abnormal interruption table can query the agent who served the user last time, so that
  • the matching relationship table refers to a table storing a matching relationship between the user identifier and the agent identifier.
  • the matching relationship table is stored in the server.
  • the server queries whether the extracted user identifier exists.
  • the matching relationship table if the user identifier exists in the matching relationship table, the user corresponding to the user identifier is the served user, that is, the user has already made a call with an agent, if the matching relationship table does not If the user identifier exists, the user corresponding to the user identifier is not the served user, that is, the user does not talk to a certain agent.
  • the agent service refers to that the client and the agent are communicating, for example, may be voice communication or video communication, and the voice communication may be network voice communication or telephone communication.
  • the corresponding agent identifier can be queried according to the matching relationship between the user identifier and the agent identifier in the matching relationship table, and the agent identifier can be uniquely determined by the agent identifier, and the server determines according to the agent identifier.
  • the server may send information to the agent. To determine whether the agent is in the agent service, or the state of each agent can be stored in the server, so that the server can directly query the status of each agent to determine whether the agent is in the agent service.
  • the agent previously serving the user may continue to be performed on the agent.
  • the service is to ensure that the seat serving the user is unchanged, so that the agent can more fully grasp the user's information and improve the user experience.
  • the server may first perform the user through other idle agents. service.
  • S418 Send an agent request to the idle agent to establish an agent service according to the agent identifier of the idle agent.
  • the server can directly query the idle agent, and send an agent request to the idle agent according to the agent identifier of the idle agent to establish The agent service of the client corresponding to the user identifier of the idle agent end.
  • the server can also directly The idle agent is queried, and an agent request is sent to the idle agent according to the agent identifier of the idle agent to establish an agent service of the client corresponding to the user identifier.
  • S420 Store the matching relationship between the agent identifier of the idle agent and the user identifier to the matching relationship table.
  • the user identifier is not stored in the matching relationship table, so the user identifier and the corresponding agent identifier may be The matching relationship is stored in the matching relationship table.
  • the agent who has served the user is now serving other users and cannot serve the user.
  • the server also matches the new agent for the user, so the server
  • the matching relationship between the agent ID of the new agent and the user ID of the user may be stored in the matching relationship table, so that the next time the user needs the service, the agent serving the user is guaranteed to be unchanged, so that the agent can grasp the situation more comprehensively.
  • User information to enhance the user experience when the agent previously served by the user is serving other users, the server allocates a new agent to the user, so the matching relationship table stores the user identifier of the user and multiple agent identifiers.
  • the relationship between the agents corresponding to the agent identifiers may be comprehensively considered to provide a better agent service for the user. For example, a field may be added to identify a certain agent to provide the user with the agent. The type of service, so that when the user requests it again, the appropriate agent can be selected according to the type of service.
  • the communication between the agent and the user may be abnormally interrupted.
  • a flag can be used to record whether the communication between the agent and the user is abnormally interrupted.
  • the flag can be set, so that the server can poll, for example, every preset. Time detection Whether the flag is set to determine that the communication between the agent and the user is abnormally interrupted, for example, every 2 minutes, every 20 seconds, every 35 seconds, etc.
  • the foregoing flag indicates that the communication between the agent and the user is abnormally interrupted, so the matching relationship between the corresponding agent identifier and the user identifier is stored in the abnormal interruption table, so that when the user requests the agent request again,
  • the exception interrupt table can be directly queried without querying the entire matching relation table, which can greatly reduce the amount of data query.
  • the matching relationship between the user identifier and the agent identifier is stored in the abnormal interruption table; thus, when the abnormally interrupted user requests the agent request again, the direct query may be performed. Abnormally interrupt the table without having to query the complete match relation table to reduce the amount of queries.
  • FIG. 5 is a flowchart of a idle agent selection step according to one or more embodiments.
  • the idle agent selection step may be in the embodiment S416 shown in FIG.
  • the method may further include:
  • S502 Query whether the agent identifier of the idle agent exists in the abnormal interruption table.
  • the server will assign a free agent to the user, but the abnormally interrupted agent service
  • the agent may be a free agent at this time, and it takes time to wait for the user to make an agent request. Therefore, when the agent ID of the idle agent is in the abnormal interruption table, it is not recommended to assign the idle agent of the abnormally interrupted agent to the user to perform the agent. service.
  • the server can directly access the idle agent according to the agent identifier of the idle agent.
  • the sending agent requests that the agent service has been established.
  • the server needs to continue to query the next idle agent end until the idle agent end The agent ID does not exist in the exception interrupt table.
  • the same agent may provide an agent service for multiple users, for example, the user identifier A1, the user identifier A2, and the user identifier A3 may correspond to the agent identifier A, and the user identifier A1 corresponds to a certain period of time.
  • the user may have established an agent service with the agent corresponding to the agent identifier A, and the agent service is abnormally interrupted, so that the matching relationship between the agent identifier and the user identifier A1 is stored in the abnormal interruption table, and the user identifier A2 is The corresponding user just requests the server to establish the agent service.
  • the server will re-allocate the user corresponding to the user identifier A2.
  • the server can fully consider the position of the agent corresponding to the agent identification A.
  • the server can match the user corresponding to the agent corresponding to the agent identification A to the agent corresponding to the agent identification A2, for example, the agent corresponding to the agent identification A.
  • the distance is at a preset distance, for example, an seat within 10 meters.
  • the server when the server allocates a free agent to the user, it first queries whether the agent identifier of the idle agent is in the abnormal interrupt table, and only the idle agent whose agent identifier is not in the abnormal interrupt table can provide the agent service for the user, so that When the user of the agent service that avoids the abnormal interruption re-requests the agent service, the corresponding agent has performed other agent services, thereby effectively ensuring that the agent serving the user is unchanged, so that the agent can grasp the user more comprehensively. Information to enhance the user experience.
  • FIG. 6 is a flowchart of a deletion step according to one or more embodiments, and the deletion step may be applied to the embodiment shown in FIG. 2 or FIG. Can include:
  • S602 Record a matching relationship between the user identifier of the agent service and the agent identifier that is abnormally interrupted and stored in the abnormal interrupt table.
  • the storage time refers to the time when the matching relationship between the user identifier of the agent service and the agent identifier is stored in the abnormal interruption table, and the time is recorded to record the matching between the user identifier and the agent identifier of the agent service stored in the abnormal interruption table.
  • the time of the relationship so that the matching relationship between the user identifier of the corresponding agent service and the agent identifier in the abort table can be deleted according to the time.
  • the matching relationship stored in the abnormal interruption table is within a preset time period from the storage time, for example, 5 minutes, 10 minutes, 8 minutes. If the user requests the agent again through the client, the corresponding matching relationship is deleted. When the user does not perform the agent request again through the client within the preset time period starting from the storage time, for example, 5 minutes, 10 minutes, and 8 minutes, the record in the abnormal interrupt table is automatically deleted, that is, the abnormality is stored in the matching relationship.
  • the user has not made the agent request again through the client, and then the user is not requested to perform the agent request again through the client, so the record is deleted, so that the abnormal interruption table can be reduced.
  • the number of records that reduce the processing of the data is not made the agent request again through the client, and then the user is not requested to perform the agent request again through the client, so the record is deleted, so that the abnormal interruption table can be reduced.
  • the matching relationship between the user identifier of the corresponding agent service and the agent identifier in the abnormal interruption table is deleted according to the time, and the number of records in the abnormal interruption table can be reduced, thereby reducing the data matching amount of the server.
  • FIGS. 2-6 are sequentially displayed as indicated by the arrows, these steps are not necessarily performed in the order indicated by the arrows. Except as explicitly stated herein, the execution of these steps is not strictly limited, and the steps may be performed in other orders. Moreover, at least some of the steps in FIGS. 2-6 may include a plurality of sub-steps or stages, which are not necessarily performed at the same time, but may be executed at different times, these sub-steps or stages The order of execution is not necessarily performed sequentially, but may be performed alternately or alternately with at least a portion of other steps or sub-steps or stages of other steps.
  • FIG. 7 is a schematic structural diagram of an agent distribution device in an embodiment.
  • the device may be stored in a server in the embodiment shown in FIG. 1, and the device includes:
  • the receiving module 100 is configured to receive an agent request.
  • the extraction module 200 is configured to extract a user identifier carried by the agent request.
  • the first query module 300 is configured to query the agent identifier corresponding to the user identifier in the matching relationship table.
  • the second query module 400 is configured to: when the agent identifier corresponding to the user identifier exists in the matching relationship table, query whether the agent end corresponding to the agent identifier corresponding to the user identifier is in the agent service.
  • the distribution module 500 is configured to send an agent request to the corresponding agent to establish an agent service according to the agent identifier when the agent end corresponding to the agent identifier corresponding to the user identifier is not in the agent service.
  • Each of the above-described agent distribution devices may be implemented in whole or in part by software, hardware, and combinations thereof.
  • Each of the above modules may be embedded in or independent of the processor in the computer device, or may be stored in a memory in the computer device in a software form, so that the processor invokes the operations corresponding to the above modules.
  • a computer device which may be a server, and its internal structure diagram may be as shown in FIG.
  • the computer device includes a processor, memory, network interface, and database connected by a system bus.
  • the processor of the computer device is used to provide computing and control capabilities.
  • the memory of the computer device includes a non-transitory computer readable instruction storage medium, an internal memory.
  • the non-transitory computer readable instruction storage medium stores an operating system, computer program computer readable instructions, and a database.
  • the internal memory provides an environment for the operation of an operating system and computer program computer readable instructions in a non-transitory computer readable instruction storage medium.
  • the network interface of the computer device is used to communicate with an external terminal via a network connection.
  • the computer program computer readable instructions are executed by a processor to implement an agent allocation method.
  • FIG. 8 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 of the computer device to which the solution of the present application is applied.
  • the specific computer device may It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.
  • a computer device comprising a memory and one or more processors, the memory storing computer readable instructions, the computer readable instructions being executed by the processor, causing the one or more processors to perform the steps of: receiving an agent request; extracting The agent identifier carried in the request of the agent; the agent identifier corresponding to the user identifier in the query matching relationship table; when the agent identifier corresponding to the user identifier exists in the matching relationship table, the agent identifier corresponding to the user identifier is queried. If the agent end corresponding to the agent identifier is not in the agent service, the agent request is sent to the corresponding agent to establish the agent service according to the agent identification.
  • the processor when executing the computer program computer readable instructions, further implements the step of: when there is no agent identifier corresponding to the user identifier in the matching relationship table, or corresponding to the agent identifier corresponding to the user identifier
  • the agent identifier of the idle agent in the matching relationship table is obtained.
  • the agent request is sent to the idle agent to establish the agent service; the agent identifier and the user identifier of the idle agent are obtained.
  • the matching relationship is stored to the matching relationship table.
  • the processor when executing the computer program computer readable instructions, further implements the steps of: detecting whether each established agent service is abnormally interrupted; and an aborted agent when any of the established agent services is aborted
  • the matching relationship between the user identifier of the service and the agent identifier is stored in the exception interrupt table; after the processor executes the computer program readable instructions, the user identifier carried by the agent request is further included: the query abnormal interruption table and the user identifier Corresponding agent identifier; when there is an agent identifier corresponding to the user identifier in the abnormality interruption table, according to the agent identifier corresponding to the user identifier in the abnormal interruption table, an agent request is sent to the corresponding agent to establish an agent service.
  • the method further includes: querying whether the agent identifier of the idle agent exists in the abnormal interrupt table; If the agent identifier of the agent does not exist in the abnormal interrupt table, the proxy request is sent to the idle agent to establish the agent service according to the obtained agent identifier of the idle agent; when the agent identifier of the idle agent exists in the abnormal interrupt table. Then, the agent identifier of the next idle agent is obtained, and the obtained agent identifier of the next idle agent is found in the abnormal interruption table until the obtained agent identifier of the idle agent does not exist in the abnormal interruption table.
  • the processor when executing the computer program computer readable instructions, further implements the steps of: recording the storage relationship of the abnormally interrupted agent service user identification and the agent identification to the abnormal interruption table; when starting from the storage time If the agent identifier corresponding to the user identifier in the abnormally interrupted agent service is not received within the preset time period, the user identifier of the abnormally interrupted agent service and the agent identifier are deleted in the abnormal interruption table. relationship.
  • One or more non-transitory computer readable instruction storage media storing computer readable instructions, when executed by one or more processors, cause one or more processors to perform the steps of: receiving an agent request And extracting the user identifier carried in the agent request; querying the agent identifier corresponding to the user identifier in the matching relationship table; and when the agent identifier corresponding to the user identifier exists in the matching relationship table, querying the agent identifier corresponding to the user identifier Whether the corresponding agent end is in the agent service; when the agent end corresponding to the agent identifier corresponding to the user identifier is not in the agent service, according to the agent identifier, the agent request is sent to the corresponding agent to establish the agent service.
  • Non-volatile memory can include read only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory.
  • Volatile memory can include random access memory (RAM) or external cache memory.
  • RAM is available in a variety of formats, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronization chain.
  • SRAM static RAM
  • DRAM dynamic RAM
  • SDRAM synchronous DRAM
  • DDRSDRAM double data rate SDRAM
  • ESDRAM enhanced SDRAM
  • Synchlink DRAM SLDRAM
  • Memory Bus Radbus
  • RDRAM Direct RAM
  • DRAM Direct Memory Bus Dynamic RAM
  • RDRAM Memory Bus Dynamic RAM

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Abstract

一种坐席分配方法，该方法包括接收坐席请求；提取坐席请求所携带的用户标识；查询匹配关系表中与用户标识相对应的坐席标识；当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。

Description

坐席分配方法、装置、计算机设备和存储介质
相关申请的交叉引用
本申请要求于2017年5月4日提交中国专利局，申请号为2017103086281，申请名称为“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
本申请涉及通信领域，特别是涉及一种坐席分配方法、装置、计算机设备和存储介质。
背景技术
传统技术中，一般用户会通过远程的方式来进行业务办理，例如与远程客服进行通话等。但是，发明人意识到每次远程坐席分配混乱，导致同一用户会和多个坐席进行联系，从而每个坐席均不能完整地了解用户的需求。
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、装置、计算机设备和存储介质。
一种坐席分配方法，包括：
接收坐席请求；
提取坐席请求所携带的用户标识；
查询匹配关系表中与用户标识相对应的坐席标识；
当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；及
当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
一种坐席分配装置，包括：
接收模块，用于接收坐席请求；
提取模块，用于提取坐席请求所携带的用户标识；
第一查询模块，用于查询匹配关系表中与用户标识相对应的坐席标识；
第二查询模块，用于当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；
分配模块，用于当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
一种计算机设备，包括存储器和一个或多个处理器，存储器中储存有计算机可读指令，计算机可读指令被处理器执行时，使得一个或多个处理器执行以下步骤：
接收坐席请求；
提取坐席请求所携带的用户标识；
查询匹配关系表中与用户标识相对应的坐席标识；
当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；及
当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
一个或多个存储有计算机可读指令的非易失性计算机可读指令存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：
接收坐席请求；
提取坐席请求所携带的用户标识；
查询匹配关系表中与用户标识相对应的坐席标识；
当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；及
当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
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
为了更清楚地说明本申请实施例中的技术方案，下面将对实施例中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其它的附图。
图1为根据一个或多个实施例中坐席分配系统的应用场景图。
图2为根据一个或多个实施例中的坐席分配方法的流程图。
图3为根据一个或多个实施例中匹配关系存储步骤的流程图。
图4为根据另一个或多个实施例中的坐席分配方法的流程图。
图5为根据一个或多个实施例中的空闲坐席选择步骤的流程图。
图6为根据一个或多个实施例中的删除步骤的流程图。
图7为根据一个或多个实施例中的坐席分配装置的框图。
图8为根据一个或多个实施例中的计算机设备的框图。
具体实施方式
为了使本申请的技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请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于解释本申请，并不用于限定本申请。
请参阅图1，图1为一实施例中坐席分配系统的应用场景图，在该实施例中，该坐席分配系统包括服务器、数个坐席端以及数个客户端，客户端为用户直接操作的终端，其可以与服务器相通信，该终端可以为位置可以移动的终端或位置固定的终端，例如该终端可以为手机、手提电脑等，或者该终端可以为配置在银行的虚拟柜员机等。服务器可以与客户端和坐席端相通信，例如服务器可以在接收到客户端发送来的坐席请求后，为客户端分配相应的坐席端。坐席端为坐席直接操作的终端，其可以与服务器相通信，该坐席端可以与服务器分配的客户端建立坐席服务。
请参阅图2，图2为一实施例中的坐席分配方法的流程图，该坐席分配方法可以应用于图1所示的服务器中，该方法包括：
S202：接收坐席请求。
具体地，坐席请求为客户端向服务器发送的分配坐席的请求，例如，当用户在客户端进行操作时，可能会遇到操作问题，此时需要坐席来进行协助处理，客户端则向服务器发送坐席请求，服务器接收到该坐席请求后，可以为客户端分配相应的坐席端。
S204：提取坐席请求所携带的用户标识。
具体地，用户标识是指可以唯一地确定该用户的标识，例如，用户操作的客户端为位置可移动的客户端时，该用户标识可以为客户端的MAC地址(Media Access Control，媒体访问控制地址)，当用户操作客户端为固定的客户端时，该用户标识可以为用户的电话号码或身份证号码等，当用户操作的客户端的类型不能确定时，该用户标识可以为客户端的MAC地址加上用户的电话号码或身份证号等。
S206：查询匹配关系表中与用户标识相对应的坐席标识。
具体地，匹配关系表是指存储用户标识和坐席标识的匹配关系的表格，该匹配关系表存储在服务器中，当存在客户端向服务器发送坐席请求时，服务器查询所提取的用户标识是否存在于该匹配关系表中，若该匹配关系表中存在用户标识时，则与该用户标识相对应的用户为已服务的用户，即该用户已经与某一坐席进行过通话，若匹配关系表中不存在用户标识，则与该用户标识相对应的用户不为已服务的用户，即该用户未与某一坐席进行通话。其中，该匹配关系表可以包含所有的坐席标识，包括已经与用户标识关联的坐席标识和未与用户标识关联的坐席标识。
坐席标识是指可以唯一地确定坐席的标识，例如，该坐席标识可以为坐席端的MAC地址或电话号码等，或者还可以为坐席端的MAC地址加上电话号码等。
S208：当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中。
具体地，坐席服务是指客户端和坐席端正在通信中，例如可以为语音通信或者是视频 通信等，语音通信可以为网络语音通信或电话通信等。
当用户标识存在于匹配关系表时，则根据匹配关系表中用户标识和坐席标识的匹配关系可以查询到相应的坐席标识，通过该坐席标识可以唯一地确定坐席端，当服务器根据该坐席标识确定相应的坐席端后，由于坐席端可能处于工作中，从而将该用户的坐席请求分配给该坐席端会导致用户等待时间过长，为了避免这种情况的发生，服务器可以向该坐席端发送信息以确定该坐席端是否处于坐席服务中，或者服务器中可以存储各个坐席端的状态，从而服务器可以直接查询各个坐席端的状态以确定坐席端是否处于坐席服务中。
S210：当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
当与用户标识相对应的坐席标识所对应的坐席未处于坐席服务时，即以前给该用户服务的坐席目前不处于坐席服务中，因此可以将该以前给该用户服务的坐席继续给该用户进行服务，以保证为该用户服务的坐席不变，从而坐席可以更加全面地掌握该用户的信息，提高用户的体验。
上述坐席分配方法，在接收到坐席请求时，提取该坐席请求的用户标识，通过查询匹配关系表中是否存储有该用户标识来判断用户是否已服务的用户，当用户是已服务的用户时，继续判断与用户标识相对应的坐席标识的坐席是否处于坐席服务中，当该坐席未处于坐席服务中时，则将该坐席请求分配给以前给该用户服务的坐席，这样可以保证为该用户服务的坐席不变，从而坐席可以更加全面地掌握该用户的信息，提高用户的体验。
在其中一个实施例中，请参阅图3，图3为根据一个或多个实施例中匹配关系存储步骤的流程图，该匹配关系存储步骤可以是在图2所示的方法中S210或步骤S208的另一分支，该匹配关系存储步骤可以包括：
S302：当匹配关系表中不存在与用户标识相对应的坐席标识，或者当与用户标识相对应的坐席标识所对应的坐席端处于坐席服务时，则获取匹配关系表中空闲坐席端的坐席标识。
具体地，当匹配关系表中不存在与用户标识相对应的坐席标识时，即该用户标识所对应的用户不为已服务的用户，或者当与用户标识相对应的坐席标识所对应的坐席处于坐席服务时，即该坐席标识所对应的坐席正在坐席服务中，无法为用户标识所对应的用户提供坐席服务，且为了降低用户的等待时间，服务器可以先通过其他的空闲坐席端来为用户进行服务。
S304：根据获取到的空闲坐席端的坐席标识，向空闲坐席端发送坐席请求以建立坐席服务。
具体地，当该用户标识所对应的用户不为已服务的用户，则即该用户为新用户，因此服务器可以直接查询匹配关系表以获得空闲坐席的坐席标识，根据空闲坐席的坐席标识向该空闲坐席端发送坐席请求以建立该空闲坐席端与用户标识所对应的客户端的坐席服务。
当坐席标识所对应的坐席正在坐席服务中时，即为该用户服务过的坐席现在正在为别 的用户进行服务，无法为该用户进行服务，此时为了减少用户的等待时间，服务器也可以直接查询空闲坐席，根据空闲坐席的坐席标识向该空闲坐席端发送坐席请求以建立该空闲坐席端与用户标识所对应的客户端的坐席服务。
S306：将空闲坐席端的坐席标识与用户标识的匹配关系存储至匹配关系表。
具体地，由于当该用户标识所对应的用户不为已服务的用户，则即该用户为新用户时，匹配关系表中并未存储该用户标识，因此可以将该用户标识和相应的坐席标识的匹配关系存储在匹配关系表中，例如可以直接在匹配关系表中相应的坐席标识后添加该用户标识。
当坐席标识所对应的坐席正在坐席服务中时，即为该用户服务过的坐席现在正在为别的用户进行服务，无法为该用户进行服务，服务器另为该用户匹配了新的坐席，因此服务器可以存储新的坐席端的坐席标识和该用户的用户标识的匹配关系至匹配关系表中，以便于下一次用户需要服务时，保证为该用户服务的坐席不变，从而坐席可以更加全面地掌握该用户的信息，提高用户的体验。且在该实施例中，当以前为用户服务过的坐席正在为其他用户进行服务时，服务器为用户分配了新的坐席，因此匹配关系表中存储了该用户的用户标识与多个坐席标识的匹配关系，当用户再次进行坐席请求时，可以综合考虑几个坐席标识所对应的坐席的关系，以为用户提供更好的坐席服务，例如，可以增加一个字段，标识某一坐席给该用户提供的服务的类型，这样当用户再次请求时，可以根据该服务类型选择合适的坐席。另外，当坐席标识所对应的坐席正在坐席服务中时，即为该用户服务过的坐席现在正在为别的用户进行服务，无法为该用户进行服务，服务器另为该用户匹配了新的坐席时，可以充分考虑原坐席的位置，例如服务器可以为该用户匹配位于原坐席周围的坐席，例如与原坐席的距离在预设距离，例如10米以内的坐席等。
上述实施例中，该用户标识所对应的用户不为已服务的用户，则即该用户为新用户，或者当坐席标识所对应的坐席正在坐席服务中时，即为该用户服务过的坐席现在正在为别的用户进行服务，无法为该用户进行服务，服务器为用户分配一新的空闲坐席，并记录空闲坐席端的坐席标识与用户标识的匹配关系，为下一次该用户的坐席请求的坐席分配奠定基础，以保证为该用户服务的坐席不变，从而坐席可以更加全面地掌握该用户的信息，提高用户的体验。
在其中一个实施例中，坐席分配方法还包括一异常中断步骤，该异常中断步骤可以包括检测每一个已建立的坐席服务是否异常中断，并在当任一已建立的坐席服务异常中断时，将异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表。
从而图2所示实施例S204提取坐席请求的用户标识之后，还包括：查询异常中断表中与用户标识相对应的坐席标识。当异常中断表中存在与用户标识相对应的坐席标识时，则根据异常中断表中的、与用户标识相对应的坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
请参阅图4，图4为根据另一个或多个实施例中的坐席分配方法的流程图，在该实施例中，该坐席分配方法可以包括：
S402：接收坐席请求。
具体地，坐席请求为客户端向服务器发送的分配坐席的请求，例如，当用户在客户端进行操作时，可能会遇到操作问题，此时需要坐席来进行协助处理，客户端则向服务器发送坐席请求，服务器接收到该坐席请求后，可以为客户端分配相应的坐席端。
S404：提取坐席请求所携带的用户标识。
具体地，用户标识是指可以唯一地确定该用户的标识，例如，用户操作的客户端为位置可移动的客户端时，该用户标识可以为客户端的MAC地址(Media Access Control，媒体访问控制地址)，当用户操作客户端为固定的客户端时，该用户标识可以为用户的电话号码或身份证号码等，当用户操作的客户端的类型不能确定时，该用户标识可以为客户端的MAC地址加上用户的电话号码或身份证号等。
S406：查询异常中断表中与用户标识相对应的坐席标识。
具体地，异常中断表是指存储坐席服务异常中断的用户标识和坐席标识的匹配关系的表格，该异常中断表存储在服务器中，当存在客户端向服务器发送坐席请求时，服务器查询所提取的用户标识是否存在于该异常中断表中，若该异常中断表中存在用户标识时，则与该用户标识相对应的用户上一次与坐席的坐席服务是异常中断，例如可能是由于网络连接不稳定所造成的异常中断。若异常中断表中不存在用户标识，则与该用户标识相对应的用户上一次与坐席的坐席服务未异常中断。其中，该匹配关系表可以包含所有的坐席标识，包括已经与用户标识关联的坐席标识和未与用户标识关联的坐席标识。
坐席标识是指可以唯一地确定坐席的标识，例如，该坐席标识可以为坐席端的MAC地址或电话号码等，或者还可以为坐席端的MAC地址加上电话号码等。
S408：当异常中断表中存在与用户标识相对应的坐席标识时，则根据异常中断表中的、与用户标识相对应的坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
具体地，当与该用户标识相对应的用户上一次与坐席的坐席服务是异常中断，则直接查询该异常中断表，而不需要查询整个匹配关系表，可以减少数据查询的量，且通过该异常中断表可以查询到上次为用户服务的坐席，从而用户已经进行的坐席服务，例如已经提问的问题、已经审核的内容等均不需要再次进行，大大节约了用户的时间，提高了用户的体验。
S410：当异常中断表中不存在与用户标识相对应的坐席标识时，则查询匹配关系表中与用户标识相对应的坐席标识。
具体地，匹配关系表是指存储用户标识和坐席标识的匹配关系的表格，该匹配关系表存储在服务器中，当存在客户端向服务器发送坐席请求时，服务器查询所提取的用户标识是否存在于该匹配关系表中，若该匹配关系表中存在用户标识时，则与该用户标识相对应的用户为已服务的用户，即该用户已经与某一坐席进行过通话，若匹配关系表中不存在用户标识，则与该用户标识相对应的用户不为已服务的用户，即该用户未与某一坐席进行通话。
S412：当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中。
具体地，坐席服务是指客户端和坐席端正在通信中，例如可以为语音通信或者是视频通信等，语音通信可以为网络语音通信或电话通信等。
当用户标识存在于匹配关系表时，则根据匹配关系表中用户标识和坐席标识的匹配关系可以查询到相应的坐席标识，通过该坐席标识可以唯一地确定坐席端，当服务器根据该坐席标识确定相应的坐席端后，由于坐席端可能处于工作中，从而将该用户的坐席请求分配给该坐席端会导致用户等待时间过长，为了避免这种情况的发生，服务器可以向该坐席端发送信息以确定该坐席端是否处于坐席服务中，或者服务器中可以存储各个坐席端的状态，从而服务器可以直接查询各个坐席端的状态以确定坐席端是否处于坐席服务中。
S414：当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
当与用户标识相对应的坐席标识所对应的坐席未处于坐席服务时，即以前给该用户服务的坐席目前不处于坐席服务中，因此可以将该以前给该用户服务的坐席继续给该用户进行服务，以保证为该用户服务的坐席不变，从而坐席可以更加全面地掌握该用户的信息，提高用户的体验。
S416：当匹配关系表中不存在与用户标识相对应的坐席标识，或者当与用户标识相对应的坐席标识所对应的坐席端处于坐席服务时，则获取匹配关系表中空闲坐席端的坐席标识。
具体地，当匹配关系表中不存在与用户标识相对应的坐席标识时，即该用户标识所对应的用户不为已服务的用户，或者当与用户标识相对应的坐席标识所对应的坐席处于坐席服务时，即该坐席标识所对应的坐席正在坐席服务中，无法为用户标识所对应的用户提供坐席服务，且为了降低用户的等待时间，服务器可以先通过其他的空闲坐席端来为用户进行服务。
S418：根据空闲坐席端的坐席标识，向空闲坐席端发送坐席请求以建立坐席服务。
具体地，当该用户标识所对应的用户不为已服务的用户，则即该用户为新用户，因此服务器可以直接查询空闲坐席，根据空闲坐席的坐席标识向该空闲坐席端发送坐席请求以建立该空闲坐席端与用户标识所对应的客户端的坐席服务。
当坐席标识所对应的坐席正在坐席服务中时，即为该用户服务过的坐席现在正在为别的用户进行服务，无法为该用户进行服务，此时为了减少用户的等待时间，服务器也可以直接查询空闲坐席，根据空闲坐席的坐席标识向该空闲坐席端发送坐席请求以建立该空闲坐席端与用户标识所对应的客户端的坐席服务。
S420：将空闲坐席端的坐席标识与用户标识的匹配关系存储至匹配关系表。
具体地，由于当该用户标识所对应的用户不为已服务的用户，则即该用户为新用户时，匹配关系表中并未存储该用户标识，因此可以将该用户标识和相应的坐席标识的匹配关系 存储在匹配关系表中。
当坐席标识所对应的坐席正在坐席服务中时，即为该用户服务过的坐席现在正在为别的用户进行服务，无法为该用户进行服务，服务器另为该用户匹配了新的坐席，因此服务器可以存储新的坐席端的坐席标识和该用户的用户标识的匹配关系至匹配关系表中，以便于下一次用户需要服务时，保证为该用户服务的坐席不变，从而坐席可以更加全面地掌握该用户的信息，提高用户的体验。且在该实施例中，当以前为用户服务过的坐席正在为其他用户进行服务时，服务器为用户分配了新的坐席，因此匹配关系表中存储了该用户的用户标识与多个坐席标识的匹配关系，当用户再次进行坐席请求时，可以综合考虑几个坐席标识所对应的坐席的关系，以为用户提供更好的坐席服务，例如，可以增加一个字段，标识某一坐席给该用户提供的服务的类型，这样当用户再次请求时，可以根据该服务类型选择合适的坐席。
S422：检测每一个已建立的坐席服务是否异常中断。
具体地，当用户和坐席进行通信的过程中，由于网络连接的不稳定性等，可能造成坐席和用户的通信出现异常中断的情况。例如可以通过一标志位来记录坐席和用户的通信是否为异常中断，当坐席和用户的通信为异常中断时，可以将该标志位置位，从而服务器可以通过轮询的方式，例如每隔预设时间检测该标志位是否置位来判断坐席和用户的通信出现异常中断，例如每隔2分钟，每隔20秒，每隔35秒等进行检测。
S424：当任一已建立的坐席服务异常中断时，将异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表。
具体地，如果上述标志位置位，则表示坐席和用户的通信出现异常中断的情况，因此该相应的坐席标识和用户标识的匹配关系存储在异常中断表中，这样当用户再次申请坐席请求时，可以直接查询该异常中断表，而不需要查询整个匹配关系表，可以大大减少数据的查询量。
上述实施例中，当用户和坐席的通信连接异常中断时，则将该用户标识和坐席标识的匹配关系存储在异常中断表；这样当该异常中断的用户再次申请坐席请求时，可以直接查询该异常中断表，而不需要查询完整匹配关系表，可以减少查询量。
在其中一个实施例中，请参阅图5，图5为根据一个或多个实施例中的空闲坐席选择步骤的流程图，该空闲坐席选择步骤可以是在图4所示的实施例S416，即获取匹配关系表中空闲坐席的坐席标识之后，还可以包括：
S502：查询空闲坐席的坐席标识是否存在于异常中断表中。
具体地，如上文，当匹配关系表中不存在与用户标识相对应的坐席标识时，即该用户标识所对应的用户不为已服务的用户，或者当与用户标识相对应的坐席标识所对应的坐席处于坐席服务时，即该坐席标识所对应的坐席正在坐席服务中，无法为用户标识所对应的用户提供坐席服务时，服务器会给该用户分配一空闲坐席，但是由于异常中断的坐席服务的坐席可能此时也是空闲坐席，且需要时间等待用户进行坐席请求，因此当空闲坐席端的 坐席标识处于异常中断表时，则不建议将该异常中断的坐席服务的空闲坐席分配给用户以进行坐席服务。
S504：当空闲坐席端的坐席标识不存在于异常中断表中时，则继续根据获取到的空闲坐席端的坐席标识，向空闲坐席端发送坐席请求以建立坐席服务。
具体地，当异常中断表中不存在该空闲坐席端的坐席标识时，则标识该空闲坐席端可用，即可以为用户提供坐席服务，因此服务器可以直接根据该空闲坐席端的坐席标识，向空闲坐席端发送坐席请求已建立坐席服务。
S506：当空闲坐席端的坐席标识存在于异常中断表中时，则继续获取下一空闲坐席端的坐席标识，并查询获取到的下一空闲坐席端的坐席标识是否存在于异常中断表中，直至获取到的空闲坐席端的坐席标识不存在于异常中断表中。
具体地，当异常中断表中存在该空闲坐席端的坐席标识时，则标识该空闲坐席端不可用，即不可以为用户提供坐席服务，因此服务器需要继续查询下一空闲坐席端，直至该空闲坐席端的坐席标识不存在于异常中断表中。
具体地，由于同一坐席可能为多个用户提供过坐席服务，例如用户标识A1、用户标识A2以及用户标识A3均可能与坐席标识A相对应，在某一时间段内，用户标识A1所对应的用户可能已经与坐席标识A所对应的坐席建立坐席服务，且该坐席服务异常中断，从而该坐席标识与用户标识A1的匹配关系则被存储在异常中断表中，而此时与用户标识A2所对应的用户正好向服务器请求建立坐席服务，但是由于与用户标识A1相对应的用户已经与坐席标识A所对应的坐席建立坐席服务，因此，此时服务器会重新为用户标识A2所对应的用户分配一坐席，例如服务器可以充分考虑坐席标识A所对应的坐席的位置，服务器可以为用户标识A2所对应的用户匹配位于坐席标识A所对应的坐席周围的坐席，例如与坐席标识A所对应的坐席的距离在预设距离，例如10米以内的坐席等。
上述实施例，当服务器给用户分配空闲坐席时，首先查询该空闲坐席端的坐席标识是否处于异常中断表中，只有坐席标识未处于异常中断表中的空闲坐席端可以为用户提供坐席服务，这样可以避免异常中断的坐席服务的用户重新请求坐席服务时，相应的坐席已进行其他的坐席服务的情况，从而可以有效地保证为该用户服务的坐席不变，从而坐席可以更加全面地掌握该用户的信息，提高用户的体验。
在其中一个实施例中，参与图6，图6为根据一个或多个实施例中的删除步骤的流程图，该删除步骤可以应用于图2或图4所示的实施例中，该删除步骤可以包括：
S602：记录异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表的存储时间。
具体地，存储时间是指坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表中的时间，记录该时间是为了可以记录异常中断表中存储该坐席服务的用户标识和坐席标识的匹配关系的时间，从而可以根据时间来删除异常中断表中的相应的坐席服务的用户标识和坐席标识的匹配关系。
S604：当从存储时间开始的预设时间段内未接收到，用户标识与异常中断的坐席服务中的用户标识相对应的坐席请求时，则删除异常中断表中的、异常中断的坐席服务的用户标识与坐席标识的匹配关系。
具体地，为了减少异常中断表中的数据量，以减少服务器的查询数据量，异常中断表中存储的匹配关系如果从存储时间开始的预设时间段内，例如5分钟、10分钟、8分钟，用户通过客户端再次进行坐席请求，则删除相应的匹配关系。当从存储时间开始的预设时间段内，例如5分钟、10分钟、8分钟，用户未通过客户端再次进行坐席请求，也自动删除异常中断表中的记录，即从该匹配关系存储在异常中断表中的存储时间开始的预设时间段内，用户还未通过客户端再次进行坐席请求，则认为用户不会通过客户端再次进行坐席请求，因此删除该记录，这样可以减少异常中断表中的记录的数量，减少数据的处理。
上述实施例中，根据时间来删除异常中断表中的相应的坐席服务的用户标识和坐席标识的匹配关系，可以减少异常中断表中的记录的数量，从而减少服务器的数据匹配量。
应该理解的是，虽然图2-6的流程图中的各个步骤按照箭头的指示依次显示，但是这些步骤并不是必然按照箭头指示的顺序依次执行。除非本文中有明确的说明，这些步骤的执行并没有严格的顺序限制，这些步骤可以以其它的顺序执行。而且，图2-6中的至少一部分步骤可以包括多个子步骤或者多个阶段，这些子步骤或者阶段并不必然是在同一时刻执行完成，而是可以在不同的时刻执行，这些子步骤或者阶段的执行顺序也不必然是依次进行，而是可以与其它步骤或者其它步骤的子步骤或者阶段的至少一部分轮流或者交替地执行。
请参阅图7，图7为一实施例中的坐席分配装置的结构示意图，该装置可以存储于图1所示实施例的服务器中，该装置包括：
接收模块100，用于接收坐席请求。
提取模块200，用于提取坐席请求所携带的用户标识。
第一查询模块300，用于查询匹配关系表中与用户标识相对应的坐席标识。
第二查询模块400，用于当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中。
分配模块500，用于当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
上述对于坐席分配装置的具体限定可以参见上文中对于坐席分配方法的限定，在此不再赘述。上述坐席分配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。上述各模块可以硬件形式内嵌于或独立于计算机设备中的处理器中，也可以以软件形式存储于计算机设备中的存储器中，以便于处理器调用执行以上各个模块对应的操作。
在一个实施例中，提供了一种计算机设备，该计算机设备可以是服务器，其内部结构图可以如图8所示。该计算机设备包括通过系统总线连接的处理器、存储器、网络接口和数据库。其中，该计算机设备的处理器用于提供计算和控制能力。该计算机设备的存储器 包括非易失性计算机可读指令存储介质、内存储器。该非易失性计算机可读指令存储介质存储有操作系统、计算机程序计算机可读指令和数据库。该内存储器为非易失性计算机可读指令存储介质中的操作系统和计算机程序计算机可读指令的运行提供环境。该计算机设备的网络接口用于与外部的终端通过网络连接通信。该计算机程序计算机可读指令被处理器执行时以实现一种坐席分配方法。
本领域技术人员可以理解，图8中示出的结构，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计算机设备的限定，具体的计算机设备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。
一种计算机设备，包括存储器和一个或多个处理器，存储器中储存有计算机可读指令，计算机可读指令被处理器执行时，使得一个或多个处理器执行以下步骤：接收坐席请求；提取坐席请求所携带的用户标识；查询匹配关系表中与用户标识相对应的坐席标识；当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
在一个实施例中，处理器执行计算机程序计算机可读指令时还实现以下步骤：当匹配关系表中不存在与用户标识相对应的坐席标识，或者当与用户标识相对应的坐席标识所对应的坐席端处于坐席服务时，则获取匹配关系表中空闲坐席端的坐席标识；根据获取到的空闲坐席端的坐席标识，向空闲坐席端发送坐席请求以建立坐席服务；将空闲坐席端的坐席标识与用户标识的匹配关系存储至匹配关系表。
在一个实施例中，处理器执行计算机程序计算机可读指令时还实现以下步骤：检测每一个已建立的坐席服务是否异常中断；当任一已建立的坐席服务异常中断时，将异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表；处理器执行计算机程序计算机可读指令时所实现的提取坐席请求所携带的用户标识之后，还包括：查询异常中断表中与用户标识相对应的坐席标识；当异常中断表中存在与用户标识相对应的坐席标识时，则根据异常中断表中的、与用户标识相对应的坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
在一个实施例中，处理器执行计算机程序计算机可读指令时所实现的获取匹配关系表中空闲坐席的坐席标识之后，还包括：查询空闲坐席端的坐席标识是否存在于异常中断表中；当空闲坐席端的坐席标识不存在于异常中断表中时，则继续根据获取到的空闲坐席端的坐席标识，向空闲坐席端发送坐席请求以建立坐席服务；当空闲坐席端的坐席标识存在于异常中断表中时，则继续获取下一空闲坐席端的坐席标识并查询获取到的下一空闲坐席端的坐席标识是否存在于异常中断表中，直至获取到的空闲坐席端的坐席标识不存在于异常中断表中。
在一个实施例中，处理器执行计算机程序计算机可读指令时还实现以下步骤：记录异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表的存储时间；当从 存储时间开始的预设时间段内未接收到，用户标识与异常中断的坐席服务中的用户标识相对应的坐席请求时，则删除异常中断表中的、异常中断的坐席服务的用户标识与坐席标识的匹配关系。
一个或多个存储有计算机可读指令的非易失性计算机可读指令存储介质，计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行以下步骤：接收坐席请求；提取坐席请求所携带的用户标识；查询匹配关系表中与用户标识相对应的坐席标识；当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
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计算机可读指令来指令相关的硬件来完成，所述的计算机程序计算机可读指令可存储于一非易失性计算机可读取存储介质中，该计算机程序计算机可读指令在执行时，可包括如上述各方法的实施例的流程。其中，本申请所提供的各实施例中所使用的对存储器、存储、数据库或其它介质的任何引用，均可包括非易失性和/或易失性存储器。非易失性存储器可包括只读存储器(ROM)、可编程ROM(PROM)、电可编程ROM(EPROM)、电可擦除可编程ROM(EEPROM)或闪存。易失性存储器可包括随机存取存储器(RAM)或者外部高速缓冲存储器。作为说明而非局限，RAM以多种形式可得，诸如静态RAM(SRAM)、动态RAM(DRAM)、同步DRAM(SDRAM)、双数据率SDRAM(DDRSDRAM)、增强型SDRAM(ESDRAM)、同步链路(Synchlink)DRAM(SLDRAM)、存储器总线(Rambus)直接RAM(RDRAM)、直接存储器总线动态RAM(DRDRAM)、以及存储器总线动态RAM(RDRAM)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。
以上所述实施例仅表达了本申请的几种实施方式，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，在不脱离本申请构思的前提下，还可以做出若干变形和改进，这些都属于本申请的保护范围。因此，本申请专利的保护范围应以所附权利要求为准。

Claims (20)

  1. 一种坐席分配方法，包括：
    接收坐席请求；
    提取所述坐席请求所携带的用户标识；
    查询匹配关系表中与所述用户标识相对应的坐席标识；
    当所述匹配关系表中存在与所述用户标识相对应的坐席标识时，则查询与所述用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；及
    当与所述用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据所述坐席标识，向相应的坐席端发送所述坐席请求以建立坐席服务。
  2. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    当所述匹配关系表中不存在与所述用户标识相对应的坐席标识，或者当与所述用户标识相对应的坐席标识所对应的坐席端处于坐席服务时，则获取所述匹配关系表中空闲坐席端的坐席标识；
    根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务；及
    将所述空闲坐席端的坐席标识与用户标识的匹配关系存储至所述匹配关系表。
  3. 根据权利要求2所述的方法，其特征在于，所述方法还包括：
    检测每一个已建立的坐席服务是否异常中断；及
    当任一已建立的坐席服务异常中断时，将异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表；
    所述提取所述坐席请求所携带的用户标识之后，还包括：
    查询所述异常中断表中与所述用户标识相对应的坐席标识；及
    当所述异常中断表中存在与所述用户标识相对应的坐席标识时，则根据所述异常中断表中的、与所述用户标识相对应的所述坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
  4. 根据权利要求3所述的方法，其特征在于，所述获取所述匹配关系表中空闲坐席的坐席标识之后，还包括：
    查询所述空闲坐席端的坐席标识是否存在于所述异常中断表中；
    当所述空闲坐席端的坐席标识不存在于所述异常中断表中时，则继续根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务；及
    当所述空闲坐席端的坐席标识存在于所述异常中断表中时，则继续获取下一空闲坐席端的坐席标识并查询获取到的下一空闲坐席端的坐席标识是否存在于所述异常中断表中，直至获取到的空闲坐席端的坐席标识不存在于所述异常中断表中。
  5. 根据权利要求3所述的方法，其特征在于，所述方法还包括：
    记录所述异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表 的存储时间；及
    当从所述存储时间开始的预设时间段内未接收到，用户标识与所述异常中断的坐席服务中的用户标识相对应的坐席请求时，则删除所述异常中断表中的、所述异常中断的坐席服务的用户标识与所述坐席标识的匹配关系。
  6. 一种坐席分配装置，包括：
    接收模块，用于接收坐席请求；
    提取模块，用于提取所述坐席请求所携带的用户标识；
    第一查询模块，用于查询匹配关系表中与所述用户标识相对应的坐席标识；
    第二查询模块，用于当所述匹配关系表中存在与所述用户标识相对应的坐席标识时，则查询与所述用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；及
    分配模块，用于当与所述用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据所述坐席标识，向相应的坐席端发送所述坐席请求以建立坐席服务。
  7. 根据权利要求6所述的装置，其特征在于，所述装置还包括：
    获取模块，用于当所述匹配关系表中不存在与所述用户标识相对应的坐席标识，或者当与所述用户标识相对应的坐席标识所对应的坐席端处于坐席服务时，则获取所述匹配关系表中空闲坐席端的坐席标识；
    存储模块，用于将所述空闲坐席端的坐席标识与用户标识的匹配关系存储至所述匹配关系表；及
    所述分配模块还用于根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务。
  8. 根据权利要求7所述的装置，其特征在于，所述装置还包括：
    检测模块，用于检测每一个已建立的坐席服务是否异常中断；
    所述存储模块还用于当任一已建立的坐席服务异常中断时，将异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表；
    所述第一查询模块还用于查询所述异常中断表中与所述用户标识相对应的坐席标识；及
    所述分配模块还用于当所述异常中断表中存在与所述用户标识相对应的坐席标识时，则根据所述异常中断表中的、与所述用户标识相对应的所述坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
  9. 根据权利要求8所述的装置，其特征在于，所述第一查询模块还用于查询所述空闲坐席端的坐席标识是否存在于所述异常中断表中；
    所述分配模块还用于当所述空闲坐席端的坐席标识不存在于所述异常中断表中时，则根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务；及
    所述获取模块还用于当所述空闲坐席端的坐席标识存在于所述异常中断表中时，则继 续获取下一空闲坐席端的坐席标识并查询获取到的下一空闲坐席端的坐席标识是否存在于所述异常中断表中，直至获取到的空闲坐席端的坐席标识不存在于所述异常中断表中。
  10. 根据权利要求8所述的装置，其特征在于，所述装置还包括：
    时间记录模块，用于记录所述异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表的存储时间；及
    删除模块，用于当从所述存储时间考试的预设时间段内未接收到，用户标识与所述异常中断的坐席服务中的用户标识相对应的坐席请求时，则删除所述异常中断表中的、所述异常中断的坐席服务的用户标识与所述坐席标识的匹配关系。
  11. 一种计算机设备，包括存储器及一个或多个处理器，所述存储器中储存有计算机可读指令，所述计算机可读指令被所述一个或多个处理器执行时，使得所述一个或多个处理器执行以下步骤：
    接收坐席请求；
    提取所述坐席请求所携带的用户标识；
    查询匹配关系表中与所述用户标识相对应的坐席标识；
    当所述匹配关系表中存在与所述用户标识相对应的坐席标识时，则查询与所述用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；及
    当与所述用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据所述坐席标识，向相应的坐席端发送所述坐席请求以建立坐席服务。
  12. 根据权利要求11所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时还执行以下步骤：
    当所述匹配关系表中不存在与所述用户标识相对应的坐席标识，或者当与所述用户标识相对应的坐席标识所对应的坐席端处于坐席服务时，则获取所述匹配关系表中空闲坐席端的坐席标识；
    根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务；及
    将所述空闲坐席端的坐席标识与用户标识的匹配关系存储至所述匹配关系表。
  13. 根据权利要求12所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时还执行以下步骤：
    检测每一个已建立的坐席服务是否异常中断；及
    当任一已建立的坐席服务异常中断时，将异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表；
    所述处理器执行所述计算机可读指令时所实现的所述提取所述坐席请求所携带的用户标识之后，还包括：
    查询所述异常中断表中与所述用户标识相对应的坐席标识；及
    当所述异常中断表中存在与所述用户标识相对应的坐席标识时，则根据所述异常中断 表中的、与所述用户标识相对应的所述坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
  14. 根据权利要求13所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时所实现的所述获取所述匹配关系表中空闲坐席的坐席标识之后，还包括：
    查询所述空闲坐席端的坐席标识是否存在于所述异常中断表中；
    当所述空闲坐席端的坐席标识不存在于所述异常中断表中时，则继续根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务；及
    当所述空闲坐席端的坐席标识存在于所述异常中断表中时，则继续获取下一空闲坐席端的坐席标识并查询获取到的下一空闲坐席端的坐席标识是否存在于所述异常中断表中，直至获取到的空闲坐席端的坐席标识不存在于所述异常中断表中。
  15. 根据权利要求14所述的计算机设备，其特征在于，所述处理器执行所述计算机可读指令时还执行以下步骤：
    记录所述异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表的存储时间；及
    当从所述存储时间开始的预设时间段内未接收到，用户标识与所述异常中断的坐席服务中的用户标识相对应的坐席请求时，则删除所述异常中断表中的、所述异常中断的坐席服务的用户标识与所述坐席标识的匹配关系。
  16. 一个或多个存储有计算机可读指令的非易失性计算机可读指令存储介质，所述计算机可读指令被一个或多个处理器执行时，使得所述一个或多个处理器执行以下步骤：
    接收坐席请求；
    提取所述坐席请求所携带的用户标识；
    查询匹配关系表中与所述用户标识相对应的坐席标识；
    当所述匹配关系表中存在与所述用户标识相对应的坐席标识时，则查询与所述用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；及
    当与所述用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据所述坐席标识，向相应的坐席端发送所述坐席请求以建立坐席服务。
  17. 根据权利要求16所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时还执行以下步骤：
    当所述匹配关系表中不存在与所述用户标识相对应的坐席标识，或者当与所述用户标识相对应的坐席标识所对应的坐席端处于坐席服务时，则获取所述匹配关系表中空闲坐席端的坐席标识；
    根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务；及
    将所述空闲坐席端的坐席标识与用户标识的匹配关系存储至所述匹配关系表。
  18. 根据权利要求17所述的存储介质，其特征在于，所述计算机可读指令被所述处 理器执行时还执行以下步骤：
    检测每一个已建立的坐席服务是否异常中断；及
    当任一已建立的坐席服务异常中断时，将异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表；
    所述计算机可读指令被所述处理器执行时所实现的所述提取所述坐席请求所携带的用户标识之后，还包括：
    查询所述异常中断表中与所述用户标识相对应的坐席标识；及
    当所述异常中断表中存在与所述用户标识相对应的坐席标识时，则根据所述异常中断表中的、与所述用户标识相对应的所述坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。
  19. 根据权利要求18所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时所实现的所述获取所述匹配关系表中空闲坐席的坐席标识之后，还包括：
    查询所述空闲坐席端的坐席标识是否存在于所述异常中断表中；
    当所述空闲坐席端的坐席标识不存在于所述异常中断表中时，则继续根据获取到的空闲坐席端的坐席标识，向所述空闲坐席端发送坐席请求以建立坐席服务；及
    当所述空闲坐席端的坐席标识存在于所述异常中断表中时，则继续获取下一空闲坐席端的坐席标识并查询获取到的下一空闲坐席端的坐席标识是否存在于所述异常中断表中，直至获取到的空闲坐席端的坐席标识不存在于所述异常中断表中。
  20. 根据权利要求19所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时还执行以下步骤：
    记录所述异常中断的坐席服务的用户标识和坐席标识的匹配关系存储至异常中断表的存储时间；及
    当从所述存储时间开始的预设时间段内未接收到，用户标识与所述异常中断的坐席服务中的用户标识相对应的坐席请求时，则删除所述异常中断表中的、所述异常中断的坐席服务的用户标识与所述坐席标识的匹配关系。
PCT/CN2018/084755 2017-05-04 2018-04-27 坐席分配方法、装置、计算机设备和存储介质 Ceased WO2018201976A1 (zh)

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