WO2019019637A1 - 电子装置、名单回收下发方法和计算机可读存储介质 - Google Patents

电子装置、名单回收下发方法和计算机可读存储介质 Download PDF

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Publication number
WO2019019637A1
WO2019019637A1 PCT/CN2018/077664 CN2018077664W WO2019019637A1 WO 2019019637 A1 WO2019019637 A1 WO 2019019637A1 CN 2018077664 W CN2018077664 W CN 2018077664W WO 2019019637 A1 WO2019019637 A1 WO 2019019637A1
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Prior art keywords
agent
list
historical service
customer list
incumbent
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PCT/CN2018/077664
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English (en)
French (fr)
Inventor
沈毅
张勋
王刚
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平安科技（深圳）有限公司
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Publication of WO2019019637A1 publication Critical patent/WO2019019637A1/zh

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    • 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
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting

Definitions

  • the present application relates to the field of data processing technologies, and in particular, to an electronic device, a list recycling method, and a computer readable storage medium.
  • each agent has its own customer list; when the agent leaves the company, the customer list in the name of the departing agent needs to be manually collected by the superior of the departing agent, and then the recycled customer list is assigned to himself. Named or issued under the name of other incumbent agents. This way of recycling is completely dependent on manual processing, first of all, the efficiency is low. Secondly, when the recycled list is distributed and distributed, it is completely controlled by the subjective consciousness of the distribution assignor, which is likely to cause the allocation of the customer list. .
  • the main purpose of the present application is to provide an electronic device, a list recycling method, and a computer readable storage medium, which are designed to improve the efficiency of recycling and re-issuing the customer list and the distribution of the customer list.
  • the first aspect of the present application provides an electronic device, including a memory, a processor, and a list recovery delivery system stored on the memory and operable on the processor, where the list recovery delivery system is processed. The following steps are implemented when the device is executed:
  • the list recycling system periodically queries the incumbent status of each agent to determine the new departing agents in the cycle
  • the customer list under each determined resignation seat name is separately collected
  • the collected customer list is assigned to the serving agent in the queried historical service agent according to the first preset rule.
  • the second aspect of the present application provides a method for collecting and distributing a list, the method comprising the steps of:
  • the list recycling system periodically queries the incumbent status of each agent to determine the new departing agents in the cycle
  • the customer list under each identified retired agent name is separately collected
  • the collected customer list is assigned to the serving agent in the queried historical service agent according to the first preset rule.
  • a third aspect of the present application provides a computer readable storage medium storing a list recycling delivery system, the list recycling delivery system being executable by at least one processor to enable the at least one The processor performs the following steps:
  • the list recycling system periodically queries the incumbent status of each agent to determine the new departing agents in the cycle
  • the customer list under each determined resignation seat name is separately collected
  • the collected customer list is assigned to the serving agent in the queried historical service agent according to the first preset rule.
  • the technical solution of the present application determines a new resignation agent through a periodic inquiry of the list recycling system, finds and collects the determined customer list under the newly-resigned agent name, and then reclaims the customer list according to a predetermined rule. Assigned to each incumbent agent. Compared with the prior art, this case uses the list recovery and delivery system to automatically recycle the list of retired agents and deliver them to the incumbent agents. This greatly improves the efficiency of the resignation of the retired agents and does not exist. In the case of subjective awareness control during manual allocation, the distribution of the list is more fair.
  • FIG. 1 is a schematic flowchart of an embodiment of a method for collecting and delivering a list of the present application
  • FIG. 2 is a schematic flowchart of an embodiment of a method for collecting and delivering a list according to the present application
  • FIG. 3 is a schematic flowchart of a third embodiment of a method for collecting and delivering a list of the present application
  • FIG. 4 is a schematic diagram of an operating environment of an embodiment of a recovery and delivery system of the present application.
  • FIG. 5 is a schematic structural diagram of an embodiment of a collection and delivery system of the present application.
  • FIG. 6 is a schematic block diagram of an embodiment of the distribution module of FIG. 5;
  • FIG. 7 is a block diagram of another embodiment of the distribution module of FIG. 5.
  • FIG. 1 is a schematic flowchart of an embodiment of a method for collecting and delivering a list of the present application.
  • the method for collecting and delivering the list includes:
  • step S10 the list recycling delivery system periodically queries the incumbent status of each agent to determine the newly added resignation seat in the period
  • the in-service status includes on-the-job and resignation; the list recovery delivery system queries the incumbent status of each agent periodically (for example, every day at 12 o'clock, that is, one day for one cycle) to determine the new resignation agent.
  • the method for the agent management system to determine the new resignation agent in the period according to the in-service status of each agent may be as follows: 1.
  • the agent management system may separately mark the departure status according to the departure time of the resignation agent, for example, the current query period.
  • the resignation agent uses the “+1” mark to represent the resignation status.
  • the agent who left the company before the period uses the “-1” mark to represent the resignation status, so the list collection and delivery system finds all the bands according to the incumbent status of each agent.
  • the seat of the +1" logo determines the new departing agent in the period; 2.
  • the agent management system compares the departing agent in the current period with the departing agent in the previous cycle, and removes the previous period query. When you arrive at the resignation seat, you will get the new resignation seat in the current cycle; and so on.
  • Step S20 according to the mapping relationship between the predetermined customer list and the agent, respectively, recovering the customer list under each determined resignation seat name
  • mapping relationship is established with the agent, that is, the system has a mapping relationship table between the client list and the agent; therefore, the system queries the predetermined mapping relationship table by querying, Find out the list of all the customers in the name of each departing agent, and collect the identified customer list for subsequent distribution.
  • Step S30 querying historical service agents of the collected customer list one by one, and analyzing whether the inquired historical service agent includes an incumbent agent;
  • the list of customers in each of the retired agents is determined, and the collected customer list is extracted one by one; the historical service record of each customer list is stored in the system (the historical service record includes The number of seats in the service, the number of times of service, and the time of each service, etc., by querying the historical service agents of the extracted customer list (that is, all the agents served for the customer list), confirming the historical service agents that are queried. There are no seats currently in service.
  • Step S40 If the queried historical service agent includes an incumbent agent, the reclaimed customer list is assigned to the incumbent agent in the queried historical service agent according to the first preset rule.
  • the list recovery delivery system queries the historical service agent of the reclaimed customer list
  • the current active agent is included, indicating that some of the current active agents have previously served the retired customer list, so the system will reclaim the retired customer list.
  • the first preset rule may be: 1. a random allocation mode; 2. prioritizing the number of historical service times of the retrieved customer list according to the incumbent agents in the queried historical service agent;
  • the newly-resigned agent is determined through a periodic query of the list recycling system, and the identified customer list under the newly-added agent name is found and recycled, and then the collected customer list is queried one by one.
  • the historical service agent and after the in-service agent is included in the queried historical service agent, the collected customer list is assigned to the in-service agent in the queried historical service agent according to the first preset rule.
  • the present embodiment uses the list recovery and delivery system to automatically reclaim and resell the list of retired agents to the incumbent agent, thereby greatly improving the efficiency of recycling the list of retired agents, and There is no subjective awareness control in manual allocation, and the distribution of the list is more accurate.
  • the reclaimed customer list is assigned to the incumbent agent name that has been served before, so that the customer and the new agent are not too To be unfamiliar, reduce the impact of changing seats on customer service and ensure customer's customer experience.
  • the collected customer lists may also be directly according to certain rules (for example, 1, according to the number of active seats; 2, according to a random algorithm; 3, according to the preset After the types are classified, each type of customer list is evenly distributed to the corresponding type of incumbent agent; and so on) is distributed to each incumbent agent in the system.
  • FIG. 2 is a flowchart of an embodiment of a method for collecting and delivering a list of the present application.
  • the step S40 includes:
  • Step S401 If the queried historical service agent includes an incumbent agent, analyze whether the number of active seats included in the queried historical service agent is one;
  • the current in-service agent is used to indicate that the current in-service agent has previously served the retired customer list. How many current serving seats are included in the historical service seat.
  • Step S402 If the number of active seats included in the queried historical service agent is one, the collected customer list is allocated to the incumbent agent in the queried historical service agent;
  • the list recycling system allocates the reclaimed customer list to the queried historical service.
  • the incumbent agent included in the agent thus, the reclaimed client list is assigned to the incumbent agent who has previously served for it, so that the client and the new agent are not too strange.
  • Step S403 if the number of current active seats included in the queried historical service agent is multiple, the historical service times of each of the incumbent agents in the queried historical service agent for the collected customer list are respectively obtained;
  • the list recycling system further determines the allocation of the reclaimed customer list through new conditions.
  • the object that is, the number of historical services for the retrieved customer list by separately obtaining these in-service agents.
  • Step S404 analyzing whether the number of active seats whose number of historical services reaches the preset first threshold is one;
  • the number of in-service agents whose number of historical services for the collected customer list reaches the first threshold in each historical service agent is a few; in this embodiment, the first threshold for the number of historical services is preset in the list recycling delivery system. Whether the number of historical services of the agent to the customer list reaches the first threshold, as a further screening condition, also serves as a measure of the familiarity between the client and the agent.
  • step S405 if the number of active agents whose number of historical services reaches the first threshold is one, the collected customer list is allocated to the active agent whose number of historical services reaches the first threshold;
  • the list recycling system allocates the collected customer list to the selected in-service agent; thus, equivalent to the reclaimed customer list Assignment to the more familiar in-service agent name greatly reduces the impact of agent changes on customers.
  • Step S406 If the current service agent is not included in the queried historical service agent, the collected customer list is allocated according to the second preset rule.
  • the customer list is assigned to the incumbent agent according to a preset second preset rule.
  • the reclaimed customer list is preferentially assigned to the incumbent agents who have served the service and have a high number of service times. To minimize the impact of seat replacement on customers.
  • the method for collecting and delivering the list in the embodiment further includes: after the step S404:
  • step S404 If the number of active seats whose number of historical services reaches the first threshold is zero, the value of the first threshold is decreased in a preset manner, and the process proceeds to step S404.
  • the list recycling system can be in a preset manner (for example, The method of subtracting the fixed value is to reduce the value of the second threshold, and then jumps to step S404 again to filter out the qualified agent.
  • the method for the collection and delivery of the present embodiment further includes:
  • Step S407 if the number of on-the-job seats whose number of historical services reaches the first threshold is multiple, the average value of the historical service scores of the incumbent agents whose number of historical service times reaches the first threshold is obtained. Whether the number of each historical service score average exceeds a preset second threshold is one;
  • the list recycling system queries the historical service agents that are queried according to the collected customer list, the number of historical services of the plurality of in-service agents reaches the first threshold, and the list recycling system further passes the historical service score average value.
  • the number of historical service times reaches the first threshold for each active agent to be screened.
  • the second threshold is a preset comparison standard value for the historical service score average value, and the average value of each historical service score obtained is compared with the second threshold value. There are several historical service scores that exceed the second threshold.
  • Step S408 If the number of the historical service scores that exceeds the second threshold is one, the collected customer list is assigned to the active agent whose average value of the historical service score exceeds a preset second threshold;
  • the system directly allocates the collected customer list to the incumbent agent; that is, the assigned customer list is assigned to the most contacted before. Currently serving in the seat.
  • Step S409 If the number of the historical service scores exceeds the second threshold, the plurality of active agents whose historical service scores exceed the second threshold are respectively obtained, and the last time the service list is served. time;
  • the list recovery and delivery system in this embodiment uses the time of the last service of each in-service agent to determine the final assignment. Seat.
  • the list recovery delivery system can be further screened by other conditions.
  • Step S410 Assign the collected customer list to the active agent corresponding to the latest one of the acquired times.
  • the system assigns the reclaimed customer list to the nearest active agent for the last time the customer list was served.
  • the list recovery delivery system may decrease the second manner in a preset manner (eg, subtracting a fixed value) The value of the threshold is then jumped again to perform the analysis of the number of the respective historical service scores in the step S407 that exceeds the second threshold to continue the processing of the subsequent steps S408 to S410.
  • the step of allocating the collected customer list according to the second preset rule in step S406 includes:
  • All the customer lists in the system have type attributes (for example, VIP customers, advanced customers, ordinary customers, etc.), and the list recycling system first determines all the active agents corresponding to the type according to the type of the recycled customer list.
  • type attributes for example, VIP customers, advanced customers, ordinary customers, etc.
  • the number of the current customer list under the respective names of the respective incumbent agents is obtained separately, that is, the current workload of each determined in-service agent is known.
  • the reclaimed customer list is assigned to the incumbent agent who has obtained the least number of current customer lists.
  • the retrieved customer list is preferably allocated to the incumbent agent with the least number of customer lists in the acquired in-service agent, so as to better balance the workload of each in-service agent.
  • the application also proposes a list recycling delivery system.
  • FIG. 4 is a schematic diagram of an operating environment of an embodiment of the collection and delivery system 10 of the present application.
  • the list recovery delivery system 10 is installed and operated in the electronic device 1.
  • the electronic device 1 may be a computing device such as a desktop computer, a notebook, a palmtop computer, and a server.
  • the electronic device 1 may include, but is not limited to, a memory 11, a processor 12, and a display 13.
  • Figure 3 shows only the electronic device 1 with components 11-13, but it should be understood that not all illustrated components may be implemented, and more or fewer components may be implemented instead.
  • the memory 11 is a computing storage medium, which in some embodiments may be an internal storage unit of the electronic device 1, such as a hard disk or memory of the electronic device 1.
  • the memory 11 may also be an external storage device of the electronic device 1 in other embodiments, such as a plug-in hard disk equipped on the electronic device 1, a smart memory card (SMC), and a secure digital (SD). Card, flash card, etc. Further, the memory 11 may also include both an internal storage unit of the electronic device 1 and an external storage device.
  • the memory 11 is used to store application software and various types of data installed in the electronic device 1, such as program codes of the list collection and delivery system 10.
  • the memory 11 can also be used to temporarily store data that has been output or is about to be output.
  • the processor 12 may be a Central Processing Unit (CPU), a microprocessor or other data processing chip for running program code or processing data stored in the memory 11, such as performing a list recycle. Hair system 10 and so on.
  • CPU Central Processing Unit
  • microprocessor or other data processing chip for running program code or processing data stored in the memory 11, such as performing a list recycle. Hair system 10 and so on.
  • the display 13 may be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch sensor or the like in some embodiments.
  • the display 13 is for displaying information processed in the electronic device 1 and a user interface for displaying visualization, such as a business customization interface or the like.
  • the components 11-13 of the electronic device 1 communicate with one another via a system bus.
  • FIG. 5 is a functional block diagram of a preferred embodiment of the collection and delivery system 10 of the present application.
  • the list recycling delivery system 10 can be divided into one or more modules, one or more modules are stored in the memory 11, and are processed by one or more processors (the processor 12 in this embodiment). ) is performed to complete the application.
  • the list recovery delivery system 10 can be divided into a query module 101, a collection module 102, an allocation module 103, and a validation module 104.
  • the module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function, and is more suitable than the program to describe the execution process of the list recycling system 10 in the electronic device 1, wherein:
  • the query module 101 is configured to periodically query the on-the-job status of each agent to determine a new off-the-job seat in the period;
  • the in-service status includes on-the-job and resignation; the list recovery delivery system 10 queries the incumbent status of each agent by periodically (for example, every day at 12 o'clock, that is, one day for one cycle) to determine the new resignation agent.
  • the method for the agent management system to determine the new resignation agent in the period according to the in-service status of each agent may be as follows: 1.
  • the agent management system may separately mark the departure status according to the departure time of the resignation agent, for example, the current query period.
  • the retired agent uses the “+1” mark to represent the resignation status.
  • the agent who left the company before the period uses the “-1” mark to represent the resignation status, so that the list recycling delivery system 10 finds all the bands according to the incumbent status of each agent.
  • the agent of “+1” identifies the new resignation agent in the period; 2.
  • the agent management system compares the resignation agent enquired in the current cycle with the resigned agent in the previous cycle, and removes the previous cycle. If you find the resigned agent, you will get the new resignation seat in the current cycle; and so on.
  • the recycling module 102 is configured to collect, according to a predetermined mapping relationship between the client list and the agent, the customer list under each determined resignation seat name;
  • mapping relationship is established with the agent, that is, the system has a mapping relationship table between the client list and the agent; therefore, the system queries the predetermined mapping relationship table by querying, Find out the list of all the customers in the name of each departing agent, and collect the identified customer list for subsequent distribution.
  • the confirmation module 104 is configured to query the historical service agent of the collected customer list one by one, and analyze whether the inquired historical service agent includes the incumbent agent;
  • the list recycling delivery system 10 collects the determined customer lists in each of the retired agents, and extracts the collected customer lists one by one; the historical service records of each customer list are saved in the system (the historical service records include The number of seats served, the number of times of service, and the time of each service, etc., by querying the historical service agents of the extracted customer list (that is, all the agents served for the customer list), confirming the queried historical service agents. There are no seats currently in service.
  • the allocating module 103 is configured to allocate the collected customer list to the incumbent agent in the queried historical service agent according to the first preset rule after the inquired historical service agent includes the incumbent agent.
  • the list recovery delivery system 10 queries the historical service agent of the recycled customer list, the current active agent is included, indicating that some of the current active agents have previously served the recycled customer list, so the system will recycle the customer.
  • the list is assigned to the incumbent agent in the queried historical service agent according to the first preset rule.
  • the first preset rule may be: 1. a random allocation mode; 2. prioritizing the number of historical service times of the retrieved customer list according to the incumbent agents in the queried historical service agent;
  • the newly-resigned agent is determined by the periodic query of the list recycling system 10, and the identified customer list under the newly-added agent name is found and recycled, and then the collected customer list is searched one by one.
  • the historical service agent and after the in-service agent is included in the queried historical service agent, the collected customer list is assigned to the in-service agent in the queried historical service agent according to the first preset rule.
  • the present embodiment uses the list recovery and delivery system 10 to periodically reclaim and resign the list of retired agents to the incumbent agent, thereby greatly improving the efficiency of recycling the list of retired agents, and There is no subjective awareness control in manual allocation, and the distribution of the list is more accurate.
  • the list of customers that are recycled is assigned to the incumbent agent who has served before, so that the customer and the new agent will not Too strange, reduce the impact of changing seats on customer service and ensure customer's customer experience.
  • the distribution module 103 of the list recovery delivery system 10 of the present embodiment includes:
  • the first analysis sub-module 1031 is configured to analyze whether the number of active seats included in the historical service agent is one after the in-service agent is included in the queried historical service agent;
  • the list recovery delivery system 10 queries the historical service agent of the reclaimed customer list to include the current on-the-job agent, that is, the current in-service agent has previously served the retired customer list, and further confirms the inquiry. How many current serving seats are included in the historical service seat.
  • the first distribution sub-module 1032 is configured to allocate the collected customer list to the in-service agent in the queried historical service agent after the number of serving agents included in the queried historical service agent is one;
  • the list recycling system 10 allocates the collected customer list to the queried one.
  • the incumbent agent included in the historical service agent thus, the reclaimed customer list is assigned to the incumbent agent who has served for the previous seat, so that the customer and the new agent are not too strange, reducing the replacement of the agent to the customer.
  • the impact of the service ensures the customer's customer experience.
  • the first obtaining sub-module 1033 is configured to obtain the historical service times of the incumbent agents in the queried historical service agents for the collected customer lists after the plurality of current active seats included in the queried historical service agents are multiple. ;
  • the list recycling system 10 further filters the collected customer list through new conditions.
  • the allocation object that is, the number of historical services for the retrieved customer list by separately obtaining these in-service agents.
  • the second analysis sub-module 1034 is configured to analyze whether the number of active seats whose historical service times reach a preset first threshold is one;
  • the number of the number of in-service agents whose number of historical services for the retrieved customer list reaches the first threshold in each of the historical service agents is several.
  • the first number of historical service times is preset in the list recovery delivery system 10. Threshold, whether the number of historical services of the agent to the customer list reaches the first threshold, as a further screening condition, and also serves as a measure of the familiarity between the client and the agent.
  • the second distribution sub-module 1035 is configured to allocate the recycled customer list to the active agent whose history service times reach the first threshold after the number of active agents whose number of historical services reaches the first threshold is one;
  • the list recycling delivery system 10 assigns the collected customer list to the selected in-service agent; thus, equivalent to the customer who is recycling the customer
  • the allocation of the list to the more familiar in-service agents has greatly reduced the impact of agent changes on customers.
  • the third distribution sub-module 1036 is configured to allocate the recycled customer list according to the second preset rule after the current historical service agent is not included in the query.
  • the list recycling system 10 When there is no current active agent in the historical service agent who has queried the collected customer list, it indicates that all the current active seats are equal to the familiarity of the collected customer list, and the list recycling system 10 will The reclaimed customer list is assigned to the incumbent agent according to a preset second preset rule.
  • the reclaimed customer list is preferentially assigned to the incumbent agents who have served the service and have a high number of service times. To minimize the impact of seat replacement on customers.
  • distribution module 103 of the list collection and delivery system 10 of the embodiment further includes:
  • a jump submodule configured to decrease the value of the first threshold in a preset manner when the number of active agents whose number of historical services reaches the first threshold is zero, and jump the processing flow to the second analyzer Module 1034.
  • the list recovery delivery system 10 can be in a preset manner ( For example, the method of subtracting the fixed value) reduces the value of the second threshold, and then jumps to the second analysis sub-module 1034 to filter out the qualified serving agent.
  • the distribution module 103 of the list collection and delivery system 10 of the present embodiment further includes:
  • the third analysis sub-module 1037 is configured to obtain, after the number of active services whose number of historical services reaches the first threshold, obtain the retrieved customer list for each of the incumbent agents whose historical service times reach the first threshold.
  • the historical service score is averaged, and whether the number of the average historical service scores exceeding the preset second threshold is one;
  • the list recovery delivery system 10 queries the historical service agent according to the collected customer list, the number of historical services of the plurality of active agents reaches the first threshold, and the list recovery delivery system 10 further passes the historical service rating.
  • the mean value is selected for each in-service agent whose historical service number reaches the first threshold.
  • the second threshold is a preset comparison standard value for the historical service score average value, and the average value of each historical service score obtained is compared with the second threshold value respectively. See if there are several historical service scores that exceed the second threshold.
  • the fourth distribution sub-module 1038 is configured to allocate the collected customer list to the on-the-job that the historical service score average exceeds a preset second threshold after the number of the historical service scores is greater than the second threshold.
  • the system directly allocates the collected customer list to the incumbent agent; that is, the assigned customer list is assigned to the most contacted before. Currently serving in the seat.
  • the second obtaining sub-module 1039 is configured to obtain, after the plurality of historical service scoring averages exceeds the second threshold, each of the incumbent agents whose historical service score average exceeds the second threshold, and the last time is the The time of recycling the customer list service;
  • the list recovery and delivery system 10 in this embodiment further determines the final allocation by the time of each service agent's last service to the customer list. In-service agent.
  • the list recovery delivery system 10 can be further screened by other conditions.
  • the fifth distribution sub-module 1040 is configured to allocate the collected customer list to the active agent corresponding to the latest one of the acquired times.
  • the system assigns the reclaimed customer list to the nearest active agent for the last time the customer list was served.
  • the list recovery delivery system 10 may reduce the number in a preset manner (for example, by subtracting a fixed value). The value of the two thresholds then jumps to the execution of the third analysis sub-module 1037 to again analyze the number of individual historical service scores that exceed the second threshold.
  • the third distribution submodule 1036 includes:
  • a determining unit configured to determine a serving agent corresponding to the type of the recycled customer list
  • All the customer lists in the system have type attributes (for example, VIP customers, senior customers, ordinary customers, etc.), and the list recycling delivery system 10 first determines all the active agents corresponding to the type according to the type of the recovered customer list.
  • type attributes for example, VIP customers, senior customers, ordinary customers, etc.
  • An obtaining unit configured to separately obtain the determined number of current customer lists under each incumbent agent name
  • the number of the current customer list under the respective names of the respective incumbent agents is obtained separately, that is, the current workload of each determined in-service agent is known.
  • an allocating unit configured to allocate the reclaimed customer list to the incumbent agent with the smallest number of current customer lists obtained.
  • the retrieved customer list is preferably allocated to the incumbent agent with the least number of customer lists in the acquired in-service agent, so as to better balance the workload of each in-service agent.
  • the present application further provides a computer readable storage medium storing a list recycling delivery system, the list recycling delivery system being executable by at least one processor to enable the at least one processor
  • the list recovery delivery method in any of the above embodiments is performed.

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Abstract

本申请公开一种电子装置、名单回收下发方法和计算机可读存储介质，其中，该方法包括：名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。本申请技术方案实现了提升客户名单的回收再下发效率及客户名单再下发分配的准确性。

Description

电子装置、名单回收下发方法和计算机可读存储介质
本申请基于巴黎公约申明享有2017年7月25日递交的申请号为CN 201710614644.3、名称为“电子装置、名单回收下发方法和计算机可读存储介质”中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及数据处理技术领域，特别涉及一种电子装置、名单回收下发方法和计算机可读存储介质。
背景技术
在坐席系统中，每个坐席名下都有各自的客户名单；当坐席离职后，该离职坐席名下的客户名单需要通过该离职坐席的上级手工进行回收，然后将回收的客户名单分配到自己名下或下发分配到其它在职坐席的名下。这种回收下发的方式完全依赖人工处理，首先效率低，其次，回收后的名单进行再下发分配时，完全由下发分配者的主观意识控制，容易造成客户名单下发分配错误的情况。
发明内容
本申请的主要目的是提供一种电子装置、名单回收下发方法和计算机可读存储介质，旨在提升客户名单的回收再下发效率及客户名单再下发分配的准确性。
本申请第一方面提供一种电子装置，包括存储器、处理器及存储于所述存储器上并可在所述处理器上运行的名单回收下发系统，所述名单回收下发系统被所述处理器执行时实现如下步骤：
名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；
逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
本申请第二方面提供一种名单回收下发方法，该方法包括步骤：
名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
根据预先确定的客户名单与坐席的映射关系，分别将各确定的离 职坐席名下的客户名单进行回收；
逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
本申请第三方面提供一种计算机可读存储介质，所述计算机可读存储介质存储有名单回收下发系统，所述名单回收下发系统可被至少一个处理器执行，以使所述至少一个处理器执行如下步骤：
名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；
逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
本申请技术方案通过名单回收下发系统周期性的查询确定新增的离职坐席，将确定的新增离职坐席名下的客户名单找出并进行回收，再根据预先确定的规则将回收的客户名单分配给各个在职坐席。与现有技术相比，本案通过采用名单回收下发系统定期自动的将离职坐席的名单回收并下发给在职坐席的方案，大幅提升了离职坐席的名单回收下发的效率，并且，不存在人工分配时的主观意识控制的情况，名单的下发分配更公平。
附图说明
图1为本申请名单回收下发方法一实施例的流程示意图；
图2为本申请名单回收下发方法二实施例的流程示意图；
图3为本申请名单回收下发方法三实施例的流程示意图；
图4为本申请名单回收下发系统一实施例的运行环境示意图；
图5为本申请名单回收下发系统一实施例的结构示意图；
图6为图5中分配模块一实施方案的模块示意图；
图7为图5中分配模块另一实施方案的模块示意图。
具体实施方式
以下结合附图对本申请的原理和特征进行描述，所举实例只用于 解释本申请，并非用于限定本申请的范围。
如图1所示，图1为本申请名单回收下发方法一实施例的流程示意图。
本实施例中，该名单回收下发方法包括：
步骤S10，名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
本实施例中，在职状态包括在职和离职；名单回收下发系统通过定期(例如，每天晚上12点，即1天为一个周期)的查询各个坐席的在职状态，以确定出新离职的坐席。坐席管理系统根据各个坐席的在职状态确定周期内新增的离职坐席的方式可以为：1、坐席管理系统可将根据离职坐席的离职时长分别用不同的状态标记进行离职标识，例如，当前查询周期内离职的坐席用“+1”标识代表离职状态，该周期以前离职的坐席用“-1”标识代表离职状态，这样名单回收下发系统根据查询各个坐席的在职状态，从中找出所有带“+1”标识的坐席即确定了该周期内新增的离职坐席；2、坐席管理系统将当前周期查询到的离职坐席与上一周期查询到的离职坐席进行比对，移除上一周期查询到的离职坐席，即得到当前周期新增的离职坐席；等等。
步骤S20，根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；
系统中，每个客户被分配到坐席名下时，就与该坐席建立了映射关系，即系统中具有客户名单与坐席之间的映射关系表；因此系统通过查询该预先确定的映射关系表，找出每个离职坐席名下的所有客户名单，并将找出的客户名单进行回收，以进行后续的下发分配操作。
步骤S30，逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
名单回收下发系统将确定的各个离职坐席名下的客户名单全部回收后，将回收的客户名单逐个提取进行处理；系统中保存着各个客户名单的历史服务记录(该历史服务记录包括了对其服务的坐席、服务的次数及每次服务的时间等)，通过查询提取出来的客户名单的历史服务坐席(即为该客户名单服务过的所有坐席)，确认查询到的这些历史服务坐席中，有没有当前还在职的坐席。
步骤S40，若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
当名单回收下发系统查询到该回收的客户名单的历史服务坐席中包含有当前的在职坐席，说明当前在职坐席中有的以前为该回收的客户名单服务过，故系统将该回收的客户名单按第一预设规则分配给查询到的历史服务坐席中的在职坐席。如此，该回收的客户名单被分 配到之前为其服务过的在职坐席名下，让客户与新坐席之间不会太过陌生，降低更换坐席对客户的服务造成的影响，保证客户的客户体验。本实施例中，第一预设的规则可以为：1、随机分配方式；2、根据查询到的历史服务坐席中的各个在职坐席为该回收的客户名单的历史服务次数进行优先分配；等。
本实施例的技术方案，通过名单回收下发系统周期性的查询确定新增的离职坐席，将确定的新增离职坐席名下的客户名单找出并进行回收，再逐一查询回收的客户名单的历史服务坐席，并在查询到的历史服务坐席中含有在职坐席后，将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。与现有技术相比，本实施例通过采用名单回收下发系统定期自动的将离职坐席的名单回收并下发给在职坐席的方案，大幅提升了离职坐席的名单回收下发的效率，并且，不存在人工分配时的主观意识控制的情况，名单的下发分配更准确；另外，回收的客户名单被分配到之前为其服务过的在职坐席名下，让客户与新坐席之间不会太过陌生，降低更换坐席对客户的服务造成的影响，保证客户的客户体验。
另外，在其它实施方案中，上述步骤S20之后，也可以直接将回收的这些客户名单按照一定规则(例如，1、按照在职坐席人数平均分配；2、按照随机算法进行分配；3、按照预设的类型进行分类后，将各类型的客户名单平均分配给对应类型的在职坐席；等等)下发分配给系统中的各个在职坐席。
如图2所示，图2为本申请名单回收下发方法二实施例的流程图。
本实施例方案基于一实施例，在本实施例名单回收下发方法的方案中，所述步骤S40包括：
步骤S401，若查询到的历史服务坐席中含有在职坐席，则分析查询到的历史服务坐席中含有的在职坐席数量是否为一个；
当名单回收下发系统查询到该回收的客户名单的历史服务坐席中包含有当前的在职坐席，即说明当前在职坐席中有的以前为该回收的客户名单服务过，此时进一步确认查询到的历史服务坐席中包含了多少个当前的在职坐席。
步骤S402，若查询到的历史服务坐席中含有的在职坐席数量为一个，则将该回收的客户名单分配给查询到的历史服务坐席中的在职坐席；
如果名单回收下发系统查询到的该回收的客户名单的历史服务坐席中包含的当前在职坐席仅为一个，此时，名单回收下发系统就将该回收的客户名单分配给查询到的历史服务坐席中包含的这个在职坐席；如此，该回收的客户名单被分配到之前为其服务过的在职坐席名下，让客户与新坐席之间不会太过陌生。
步骤S403，若查询到的历史服务坐席中含有的当前在职坐席为多个，则分别获取查询到的历史服务坐席中的各个在职坐席对该回收的客户名单的历史服务次数；
如果名单回收下发系统查询到的该回收的客户名单的历史服务坐席中包含的当前在职坐席为多个，此时名单回收下发系统进一步通过新的条件去确筛选该回收的客户名单的分配对象，即通过分别获取这些在职坐席对该回收的客户名单的历史服务次数。
步骤S404，分析历史服务次数达到预设的第一阈值的在职坐席数量是否为一个；
查看各个历史服务坐席中对该回收的客户名单的历史服务次数达到第一阈值的在职坐席数量为几个；本实施例中，名单回收下发系统中预先设置了针对历史服务次数的第一阈值，将坐席对客户名单的历史服务次数是否达到该第一阈值，作为进一步的筛选条件，也作为衡量客户与坐席之间的熟悉度的标准。
步骤S405，若历史服务次数达到所述第一阈值的在职坐席数量为一个，则将该回收的客户名单分配给该历史服务次数达到所述第一阈值的在职坐席；
当通过历史服务次数是否达到第一阈值筛选出来的在职坐席数量只有一个，名单回收下发系统则将该回收的客户名单分配给该筛选出来的在职坐席；如此，相当于把该回收的客户名单分配到熟悉度较高的在职坐席名下，很大程度降低了坐席人员变更对客户的影响。
步骤S406，若查询到的历史服务坐席中不含当前在职坐席，则将该回收的客户名单按第二预设规则进行分配。
当查询到该回收的客户名单的历史服务坐席中没有当前的在职坐席，说明当前的所有在职坐席，与该回收的客户名单的熟悉度是同等的，此时名单回收下发系统则将该回收的客户名单按预先设定的第二预设规则分配给在职坐席。
本实施例针对每个回收的客户名单，在各个在职坐席中存在之前为其服务过的在职坐席的情况时，优先将回收的客户名单分配给之前为其服务过且服务次数较高的在职坐席，从而最大程度的降低坐席更换对客户的影响。
优选地，本实施例的名单回收下发方法在所述步骤S404之后还包括：
若历史服务次数达到所述第一阈值的在职坐席数量为零，则按预设方式减小所述第一阈值的数值，并跳转至所述步骤S404。
当分析得到没有历史服务次数达到所述第一阈值的在职坐席，说明该第一阈值设置的太大，导致筛选结果为零；因此，此时名单回收下发系统可按预设的方式(例如，减去固定值的方式)减小所述第二 阈值的数值，之后再次跳转至执行步骤S404，以筛选出符合要求的在职坐席。
参阅图3，本实施例的名单回收下发方法在所述步骤S404之后，进一步包括：
步骤S407，若历史服务次数达到所述第一阈值的在职坐席数量为多个，则获取该回收的客户名单分别对各个历史服务次数达到所述第一阈值的在职坐席的历史服务评分均值，分析各个历史服务评分均值中超过预设的第二阈值的数量是否为一个；
当名单回收下发系统根据该回收的客户名单查询到的历史服务坐席中，有多个在职坐席的历史服务次数达到了所述第一阈值，名单回收下发系统则进一步通过历史服务评分均值对历史服务次数达到第一阈值的各个在职坐席进行筛选，第二阈值为针对历史服务评分均值的一个预设的比对标准值，通过获取到的各个历史服务评分均值分别与第二阈值对比，看有几个超过第二阈值的历史服务评分均值。
步骤S408，若各个历史服务评分均值中超过所述第二阈值的数量为一个，则将该回收的客户名单分配给该历史服务评分均值超过预设的第二阈值的在职坐席；
若历史服务评分均值超过第二阈值的在职坐席数量仅一个，则系统就将该回收的客户名单直接分配给该在职坐席；也就相当于将该回收的客户名单分配给了之前与其联系最多的当前在职坐席。
步骤S409，若各个历史服务评分均值中超过所述第二阈值的数量为多个，则分别获取历史服务评分均值超过所述第二阈值的各个在职坐席，最后一次为该回收的客户名单服务的时间；
若是根据历史服务评分均值筛选得到的在职坐席数量仍然为多个，本实施例名单回收下发系统采用再进一步通过各个在职坐席分别对该客户名单的最后一次服务的时间，来确定最终分配的在职坐席。当然，在其它实施例中，名单回收下发系统还可以通过其它条件进行进一步筛选。
步骤S410，将该回收的客户名单分配给所述获取的各个时间中最近的一个时间所对应的在职坐席。
系统将该回收的客户名单分配给最后一次对该客户名单服务的时间最近的在职坐席。
另外，本实施例中，如果各个历史服务评分均值中没有一个超过所述第二阈值，名单回收下发系统可按预设的方式(例如，减去固定值的方式)减小所述第二阈值的数值，之后再次跳转至执行步骤S407中的分析各个历史服务评分均值中超过该第二阈值的数量，以继续后续的步骤S408至S410的处理。
优选地，本实施例中，所述步骤S406中的将该回收的客户名单 按第二预设规则进行分配的步骤包括：
确定与所述回收的客户名单的类型对应的在职坐席；
系统中的所有客户名单都具有类型属性(例如，VIP客户、高级客户、普通客户等)，名单回收下发系统先根据该回收的客户名单的类型确定出该类型对应的所有在职坐席。
分别获取确定的各在职坐席名下的当前客户名单数量；
然后再分别取获取确定出的各个在职坐席各自名下的当前客户名单的数量，即获知确定出的各个在职坐席的当前的工作量。
将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
本实施例优选采用将该回收的客户名单分配给获取到的在职坐席中的名下客户名单数量最少的在职坐席，从而以更好的平衡各个在职坐席的工作量。
本申请还提出一种名单回收下发系统。
请参阅图4，是本申请名单回收下发系统10一实施例的运行环境示意图。
在本实施例中，名单回收下发系统10安装并运行于电子装置1中。电子装置1可以是桌上型计算机、笔记本、掌上电脑及服务器等计算设备。该电子装置1可包括，但不仅限于，存储器11、处理器12及显示器13。图3仅示出了具有组件11-13的电子装置1，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
存储器11为一种计算存储介质，在一些实施例中可以是电子装置1的内部存储单元，例如该电子装置1的硬盘或内存。存储器11在另一些实施例中也可以是电子装置1的外部存储设备，例如电子装置1上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。进一步地，存储器11还可以既包括电子装置1的内部存储单元也包括外部存储设备。存储器11用于存储安装于电子装置1的应用软件及各类数据，例如名单回收下发系统10的程序代码等。存储器11还可以用于暂时地存储已经输出或者将要输出的数据。
处理器12在一些实施例中可以是一中央处理器(Central Processing Unit,CPU)，微处理器或其他数据处理芯片，用于运行存储器11中存储的程序代码或处理数据，例如执行名单回收下发系统10等。
显示器13在一些实施例中可以是LED显示器、液晶显示器、触控式液晶显示器以及OLED(Organic Light-Emitting Diode，有机发光 二极管)触摸器等。显示器13用于显示在电子装置1中处理的信息以及用于显示可视化的用户界面，例如业务定制界面等。电子装置1的部件11-13通过系统总线相互通信。
请参阅图5，是本申请名单回收下发系统10较佳实施例的功能模块图。在本实施例中，名单回收下发系统10可以被分割成一个或多个模块，一个或者多个模块被存储于存储器11中，并由一个或多个处理器(本实施例为处理器12)所执行，以完成本申请。例如，在图5中，名单回收下发系统10可以被分割成查询模块101、回收模块102、分配模块103及确认模块104。本申请所称的模块是指能够完成特定功能的一系列计算机程序指令段，比程序更适合于描述名单回收下发系统10在电子装置1中的执行过程，其中：
查询模块101，用于周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
本实施例中，在职状态包括在职和离职；名单回收下发系统10通过定期(例如，每天晚上12点，即1天为一个周期)的查询各个坐席的在职状态，以确定出新离职的坐席。坐席管理系统根据各个坐席的在职状态确定周期内新增的离职坐席的方式可以为：1、坐席管理系统可将根据离职坐席的离职时长分别用不同的状态标记进行离职标识，例如，当前查询周期内离职的坐席用“+1”标识代表离职状态，该周期以前离职的坐席用“-1”标识代表离职状态，这样名单回收下发系统10根据查询各个坐席的在职状态，从中找出所有带“+1”标识的坐席即确定了该周期内新增的离职坐席；2、坐席管理系统将当前周期查询到的离职坐席与上一周期查询到的离职坐席进行比对，移除上一周期查询到的离职坐席，即得到当前周期新增的离职坐席；等等。
回收模块102，用于根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；
系统中，每个客户被分配到坐席名下时，就与该坐席建立了映射关系，即系统中具有客户名单与坐席之间的映射关系表；因此系统通过查询该预先确定的映射关系表，找出每个离职坐席名下的所有客户名单，并将找出的客户名单进行回收，以进行后续的下发分配操作。
确认模块104，用于逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
名单回收下发系统10将确定的各个离职坐席名下的客户名单全部回收后，将回收的客户名单逐个提取进行处理；系统中保存着各个客户名单的历史服务记录(该历史服务记录包括了对其服务的坐席、服务的次数及每次服务的时间等)，通过查询提取出来的客户名单的历史服务坐席(即为该客户名单服务过的所有坐席)，确认查询到的 这些历史服务坐席中，有没有当前还在职的坐席。
分配模块103，用于在查询到的历史服务坐席中含有在职坐席后，将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
当名单回收下发系统10查询到该回收的客户名单的历史服务坐席中包含有当前的在职坐席，说明当前在职坐席中有的以前为该回收的客户名单服务过，故系统将该回收的客户名单按第一预设规则分配给查询到的历史服务坐席中的在职坐席。如此，该回收的客户名单被分配到之前为其服务过的在职坐席名下，让客户与新坐席之间不会太过陌生，降低更换坐席对客户的服务造成的影响，保证客户的客户体验。本实施例中，第一预设的规则可以为：1、随机分配方式；2、根据查询到的历史服务坐席中的各个在职坐席为该回收的客户名单的历史服务次数进行优先分配；等。
本实施例的技术方案，通过名单回收下发系统10周期性的查询确定新增的离职坐席，将确定的新增离职坐席名下的客户名单找出并进行回收，再逐一查询回收的客户名单的历史服务坐席，并在查询到的历史服务坐席中含有在职坐席后，将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。与现有技术相比，本实施例通过采用名单回收下发系统10定期自动的将离职坐席的名单回收并下发给在职坐席的方案，大幅提升了离职坐席的名单回收下发的效率，并且，不存在人工分配时的主观意识控制的情况，名单的下发分配更准确；另外，回收的客户名单被分配到之前为其服务过的在职坐席名下，让客户与新坐席之间不会太过陌生，降低更换坐席对客户的服务造成的影响，保证客户的客户体验。
参照图6，本实施例名单回收下发系统10的分配模块103包括：
第一分析子模块1031，用于在查询到的历史服务坐席中含有在职坐席后，分析查询到的历史服务坐席中含有的在职坐席数量是否为一个；
当名单回收下发系统10查询到该回收的客户名单的历史服务坐席中包含有当前的在职坐席，即说明当前在职坐席中有的以前为该回收的客户名单服务过，此时进一步确认查询到的历史服务坐席中包含了多少个当前的在职坐席。
第一分配子模块1032，用于在查询到的历史服务坐席中含有的在职坐席数量为一个后，将该回收的客户名单分配给查询到的历史服务坐席中的在职坐席；
如果名单回收下发系统10查询到的该回收的客户名单的历史服务坐席中包含的当前在职坐席仅为一个，此时，名单回收下发系统10就将该回收的客户名单分配给查询到的历史服务坐席中包含的这 个在职坐席；如此，该回收的客户名单被分配到之前为其服务过的在职坐席名下，让客户与新坐席之间不会太过陌生，降低更换坐席对客户的服务造成的影响，保证客户的客户体验。
第一获取子模块1033，用于在查询到的历史服务坐席中含有的当前在职坐席为多个后，分别获取查询到的历史服务坐席中的各个在职坐席对该回收的客户名单的历史服务次数；
如果名单回收下发系统10查询到的该回收的客户名单的历史服务坐席中包含的当前在职坐席为多个，此时名单回收下发系统10进一步通过新的条件去确筛选该回收的客户名单的分配对象，即通过分别获取这些在职坐席对该回收的客户名单的历史服务次数。
第二分析子模块1034，用于分析历史服务次数达到预设的第一阈值的在职坐席数量是否为一个；
查看各个历史服务坐席中对该回收的客户名单的历史服务次数达到第一阈值的在职坐席数量为几个；本实施例中，名单回收下发系统10中预先设置了针对历史服务次数的第一阈值，将坐席对客户名单的历史服务次数是否达到该第一阈值，作为进一步的筛选条件，也作为衡量客户与坐席之间的熟悉度的标准。
第二分配子模块1035，用于在历史服务次数达到所述第一阈值的在职坐席数量为一个后，将该回收的客户名单分配给该历史服务次数达到所述第一阈值的在职坐席；
当通过历史服务次数是否达到第一阈值筛选出来的在职坐席数量只有一个，名单回收下发系统10则将该回收的客户名单分配给该筛选出来的在职坐席；如此，相当于把该回收的客户名单分配到熟悉度较高的在职坐席名下，很大程度降低了坐席人员变更对客户的影响。
第三分配子模块1036，用于在查询到的历史服务坐席中不含当前在职坐席后，将该回收的客户名单按第二预设规则进行分配。
当查询到该回收的客户名单的历史服务坐席中没有当前的在职坐席，说明当前的所有在职坐席，与该回收的客户名单的熟悉度是同等的，此时名单回收下发系统10则将该回收的客户名单按预先设定的第二预设规则分配给在职坐席。
本实施例针对每个回收的客户名单，在各个在职坐席中存在之前为其服务过的在职坐席的情况时，优先将回收的客户名单分配给之前为其服务过且服务次数较高的在职坐席，从而最大程度的降低坐席更换对客户的影响。
进一步地，本实施例的名单回收下发系统10的分配模块103还包括：
跳转子模块，用于在历史服务次数达到所述第一阈值的在职坐席 数量为零时，按预设方式减小所述第一阈值的数值，并将处理流程跳转至第二分析子模块1034。
当分析得到没有历史服务次数达到所述第一阈值的在职坐席，说明该第一阈值设置的太大，导致筛选结果为零；因此，此时名单回收下发系统10可按预设的方式(例如，减去固定值的方式)减小所述第二阈值的数值，之后再次跳转至执行第二分析子模块1034，以筛选出符合要求的在职坐席。
参照图7，本实施例的名单回收下发系统10的分配模块103还包括：
第三分析子模块1037，用于在历史服务次数达到所述第一阈值的在职坐席数量为多个后，获取该回收的客户名单分别对各个历史服务次数达到所述第一阈值的在职坐席的历史服务评分均值，分析各个历史服务评分均值中超过预设的第二阈值的数量是否为一个；
当名单回收下发系统10根据该回收的客户名单查询到的历史服务坐席中，有多个在职坐席的历史服务次数达到了所述第一阈值，名单回收下发系统10则进一步通过历史服务评分均值对历史服务次数达到第一阈值的各个在职坐席进行筛选，第二阈值为针对历史服务评分均值的一个预设的比对标准值，通过获取到的各个历史服务评分均值分别与第二阈值对比，看有几个超过第二阈值的历史服务评分均值。
第四分配子模块1038，用于在各个历史服务评分均值中超过所述第二阈值的数量为一个后，将该回收的客户名单分配给该历史服务评分均值超过预设的第二阈值的在职坐席；
若历史服务评分均值超过第二阈值的在职坐席数量仅一个，则系统就将该回收的客户名单直接分配给该在职坐席；也就相当于将该回收的客户名单分配给了之前与其联系最多的当前在职坐席。
第二获取子模块1039，用于在各个历史服务评分均值中超过所述第二阈值的数量为多个后，分别获取历史服务评分均值超过所述第二阈值的各个在职坐席，最后一次为该回收的客户名单服务的时间；
若是根据历史服务评分均值筛选得到的在职坐席数量仍然为多个，本实施例名单回收下发系统10采用再进一步通过各个在职坐席分别对该客户名单的最后一次服务的时间，来确定最终分配的在职坐席。当然，在其它实施例中，名单回收下发系统10还可以通过其它条件进行进一步筛选。
第五分配子模块1040，用于将该回收的客户名单分配给所述获取的各个时间中最近的一个时间所对应的在职坐席。
系统将该回收的客户名单分配给最后一次对该客户名单服务的时间最近的在职坐席。
另外，本实施例中，如果各个历史服务评分均值中没有一个超过所述第二阈值，名单回收下发系统10可按预设的方式(例如，减去固定值的方式)减小所述第二阈值的数值，之后跳转至执行第三分析子模块1037以再次分析各个历史服务评分均值中超过该第二阈值的数量。
优选地，本实施例中，所述第三分配子模块1036包括：
确定单元，用于确定与所述回收的客户名单的类型对应的在职坐席；
系统中的所有客户名单都具有类型属性(例如，VIP客户、高级客户、普通客户等)，名单回收下发系统10先根据该回收的客户名单的类型确定出该类型对应的所有在职坐席。
获取单元，用于分别获取确定的各在职坐席名下的当前客户名单数量；
然后再分别取获取确定出的各个在职坐席各自名下的当前客户名单的数量，即获知确定出的各个在职坐席的当前的工作量。
分配单元，用于将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
本实施例优选采用将该回收的客户名单分配给获取到的在职坐席中的名下客户名单数量最少的在职坐席，从而以更好的平衡各个在职坐席的工作量。
本申请还提出一种计算机可读存储介质，所述计算机可读存储介质存储有名单回收下发系统，所述名单回收下发系统可被至少一个处理器执行，以使所述至少一个处理器执行上述任一实施例中的名单回收下发方法。
以上所述仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是在本申请的申请构思下，利用本申请说明书及附图内容所作的等效结构变换，或直接/间接运用在其他相关的技术领域均包括在本申请的专利保护范围内。

Claims (20)

  1. 一种电子装置，其特征在于，所述电子装置包括存储器、处理器及存储于所述存储器上并可在所述处理器上运行的名单回收下发系统，所述名单回收下发系统被所述处理器执行时实现如下步骤：
    名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
    根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；
    逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
    若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
  2. 如权利要求1所述的电子装置，其特征在于，所述若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席的步骤包括：
    D1、若查询到的历史服务坐席中含有在职坐席，则分析查询到的历史服务坐席中含有的在职坐席数量是否为一个；
    D2、若查询到的历史服务坐席中含有的在职坐席数量为一个，则将该回收的客户名单分配给查询到的历史服务坐席中的在职坐席；
    D3、若查询到的历史服务坐席中含有的当前在职坐席数量为多个，则分别获取查询到的历史服务坐席中的各个在职坐席对该回收的客户名单的历史服务次数；
    D4、分析历史服务次数达到预设的第一阈值的在职坐席数量是否为一个；
    D5、若历史服务次数达到所述第一阈值的在职坐席数量为一个，则将该回收的客户名单分配给该历史服务次数达到所述第一阈值的在职坐席；
    D6、若查询到的历史服务坐席中不含当前在职坐席，则将该回收的客户名单按第二预设规则进行分配。
  3. 如权利要求2所述的电子装置，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
  4. 如权利要求2所述的电子装置，其特征在于，于所述步骤D4 之后，所述处理器还用于执行所述名单回收下发系统，以实现以下步骤：
    若历史服务次数达到所述第一阈值的在职坐席数量为多个，则获取该回收的客户名单分别对各个历史服务次数达到所述第一阈值的在职坐席的历史服务评分均值，分析各个历史服务评分均值中超过预设的第二阈值的数量是否为一个；
    若各个历史服务评分均值中超过所述第二阈值的数量为一个，则将该回收的客户名单分配给该历史服务评分均值超过预设的第二阈值的在职坐席；
    若各个历史服务评分均值中超过所述第二阈值的数量为多个，则分别获取历史服务评分均值超过所述第二阈值的各个在职坐席，最后一次为该回收的客户名单服务的时间；
    将该回收的客户名单分配给所述获取的各个时间中最近的一个时间所对应的在职坐席。
  5. 如权利要求4所述的电子装置，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
  6. 如权利要求2所述的电子装置，其特征在于，于所述步骤D4之后，所述处理器还用于执行所述名单回收下发系统，以实现以下步骤：
    若历史服务次数达到所述第一阈值的在职坐席数量为零，则按预设方式减小所述第一阈值的数值，并跳转至所述步骤D4。
  7. 如权利要6所述的电子装置，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
  8. 一种名单回收下发方法，其特征在于，该方法包括步骤：
    名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
    根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；
    逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
    若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
  9. 如权利要求8所述的名单回收下发方法，其特征在于，所述若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席的步骤包括：
    C1、若查询到的历史服务坐席中含有在职坐席，则分析查询到的历史服务坐席中含有的在职坐席数量是否为一个；
    C2、若查询到的历史服务坐席中含有的在职坐席数量为一个，则将该回收的客户名单分配给查询到的历史服务坐席中的在职坐席；
    C3、若查询到的历史服务坐席中含有的当前在职坐席数量为多个，则分别获取查询到的历史服务坐席中的各个在职坐席对该回收的客户名单的历史服务次数；
    C4、分析历史服务次数达到预设的第一阈值的在职坐席数量是否为一个；
    C5、若历史服务次数达到所述第一阈值的在职坐席数量为一个，则将该回收的客户名单分配给该历史服务次数达到所述第一阈值的在职坐席；
    C6、若查询到的历史服务坐席中不含当前在职坐席，则将该回收的客户名单按第二预设规则进行分配。
  10. 如权利要求9所述的名单回收下发方法，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
  11. 如权利要求9所述的名单回收下发方法，其特征在于，于所述步骤C4之后，所述方法还包括：
    若历史服务次数达到所述第一阈值的在职坐席数量为多个，则获取该回收的客户名单分别对各个历史服务次数达到所述第一阈值的在职坐席的历史服务评分均值，分析各个历史服务评分均值中超过预设的第二阈值的数量是否为一个；
    若各个历史服务评分均值中超过所述第二阈值的数量为一个，则将该回收的客户名单分配给该历史服务评分均值超过预设的第二阈值的在职坐席；
    若各个历史服务评分均值中超过所述第二阈值的数量为多个，则分别获取历史服务评分均值超过所述第二阈值的各个在职坐席，最后 一次为该回收的客户名单服务的时间；
    将该回收的客户名单分配给所述获取的各个时间中最近的一个时间所对应的在职坐席。
  12. 如权利要求11所述的名单回收下发方法，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
  13. 如权利要求9所述的名单回收下发方法，其特征在于，于所述步骤C4之后，所述处理器还用于执行所述名单回收下发系统，以实现以下步骤：
    若历史服务次数达到所述第一阈值的在职坐席数量为零，则按预设方式减小所述第一阈值的数值，并跳转至所述步骤C4。
  14. 如权利要求13所述的名单回收下发方法，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
  15. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质存储有名单回收下发系统，所述名单回收下发系统可被至少一个处理器执行，以使所述至少一个处理器执行如步骤：
    名单回收下发系统周期性查询各坐席的在职状态，以确定周期内新增的离职坐席；
    根据预先确定的客户名单与坐席的映射关系，分别将各确定的离职坐席名下的客户名单进行回收；
    逐一查询回收的客户名单的历史服务坐席，分析查询到的历史服务坐席中是否含有在职坐席；
    若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席。
  16. 如权利要求15所述的计算机可读存储介质，其特征在于，所述若查询到的历史服务坐席中含有在职坐席，则将所述回收的客户名单按第一预设规则分配给所述查询到的历史服务坐席中的在职坐席的步骤包括：
    B1、若查询到的历史服务坐席中含有在职坐席，则分析查询到的历史服务坐席中含有的在职坐席数量是否为一个；
    B2、若查询到的历史服务坐席中含有的在职坐席数量为一个，则将该回收的客户名单分配给查询到的历史服务坐席中的在职坐席；
    B3、若查询到的历史服务坐席中含有的当前在职坐席数量为多个，则分别获取查询到的历史服务坐席中的各个在职坐席对该回收的客户名单的历史服务次数；
    B4、分析历史服务次数达到预设的第一阈值的在职坐席数量是否为一个；
    B5、若历史服务次数达到所述第一阈值的在职坐席数量为一个，则将该回收的客户名单分配给该历史服务次数达到所述第一阈值的在职坐席；
    B6、若查询到的历史服务坐席中不含当前在职坐席，则将该回收的客户名单按第二预设规则进行分配。
  17. 如权利要求16所述的计算机可读存储介质，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少的在职坐席。
  18. 如权利要求16所述的计算机可读存储介质，其特征在于，于所述步骤B4之后，所述处理器还用于执行所述名单回收下发系统，以实现以下步骤：
    若历史服务次数达到所述第一阈值的在职坐席数量为多个，则获取该回收的客户名单分别对各个历史服务次数达到所述第一阈值的在职坐席的历史服务评分均值，分析各个历史服务评分均值中超过预设的第二阈值的数量是否为一个；
    若各个历史服务评分均值中超过所述第二阈值的数量为一个，则将该回收的客户名单分配给该历史服务评分均值超过预设的第二阈值的在职坐席；
    若各个历史服务评分均值中超过所述第二阈值的数量为多个，则分别获取历史服务评分均值超过所述第二阈值的各个在职坐席，最后一次为该回收的客户名单服务的时间；
    将该回收的客户名单分配给所述获取的各个时间中最近的一个时间所对应的在职坐席。
  19. 如权利要求18所述的计算机可读存储介质，其特征在于，所述将该回收的客户名单按第二预设规则进行分配的步骤包括：
    确定与所述回收的客户名单的类型对应的在职坐席；
    分别获取确定的各在职坐席名下的当前客户名单数量；
    将所述回收的客户名单分配给获取到的当前客户名单数量最少 的在职坐席。
  20. 如权利要求16所述的计算机可读存储介质，其特征在于，于所述步骤B4之后，所述处理器还用于执行所述名单回收下发系统，以实现以下步骤：
    若历史服务次数达到所述第一阈值的在职坐席数量为零，则按预设方式减小所述第一阈值的数值，并跳转至所述步骤B4。
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