WO2019037196A1 - 任务分配方法、装置及计算机可读存储介质 - Google Patents

任务分配方法、装置及计算机可读存储介质 Download PDF

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Publication number
WO2019037196A1
WO2019037196A1 PCT/CN2017/104066 CN2017104066W WO2019037196A1 WO 2019037196 A1 WO2019037196 A1 WO 2019037196A1 CN 2017104066 W CN2017104066 W CN 2017104066W WO 2019037196 A1 WO2019037196 A1 WO 2019037196A1
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Prior art keywords
task
agent
processed
processor
task assignment
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English (en)
French (fr)
Inventor
王瑞阳
刘开华
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/40—Business processes related to the transportation industry
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Definitions

  • Task assignment method device and computer readable storage medium
  • the present invention relates to the field of task processing, and in particular, to a task allocation method, apparatus, and computer readable storage medium.
  • the call center agent is not fixed to the full-time staff in the office, that is, the mobile service providing call service is more and more common, and the call center also undertakes the task for the agent because the different types of the task of the different agent tasks are different. Assigned jobs.
  • the existing call center performs task assignment to the agent, it acquires the type of the task to be processed. If the securities business is the type of service expiring or the expiration of the wealth management coupon, the task assignment is required. In the process of task assignment, there are technical problems that are difficult to assign tasks, low in efficiency, and time-consuming and labor-intensive.
  • the main object of the present invention is to provide a task allocation method, device and computer readable storage medium, which aim to solve the technical problem that the existing call center has high task assignment difficulty, low efficiency, time-consuming and labor-intensive.
  • the present invention provides a task assignment method, the task assignment method comprising:
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent includes:
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the task processing status information of the agent within the preset time, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent preset time, and sending the to-be-processed task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent step comprises:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the determining, according to the contact rule, whether to generate a new task step to be processed based on the processed task includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the present invention further provides a task distribution apparatus, the task distribution apparatus comprising: a memory, a processor, a communication bus, and a task assignment program stored on the memory,
  • the communication bus is used to implement a communication connection between the processor and the memory
  • the processor is configured to execute the task allocation program to implement the following steps:
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent includes:
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the task processing status information of the agent within the preset time, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent preset time, and sending the to-be-processed task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent step comprises:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the determining, according to the contact rule, whether to generate a new task step to be processed based on the processed task includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the present invention also provides a computer readable storage medium storing one or more programs, the one or more programs being configurable by one or more processors Execute for:
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time; generates the agent configuration condition of the task to be processed according to the scene attribute and the category attribute of the to-be-processed task; and matches the agent according to the agent configuration condition of the task to be processed And send the pending task to the matching agent.
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time by using the task distribution software or the plug-in, and can accurately generate the agent configuration condition of the task to be processed based on the scene attribute and the category attribute, and based on the agent configuration condition, Sending the task to be processed to the matching agent instead of manually assigning the task, thus solving the problem that the existing call center needs to be manually assigned.
  • the task assignment is difficult, and the efficiency is low and time-consuming. Technical problems of force.
  • FIG. 1 is a schematic flow chart of a first embodiment of a task assignment method according to the present invention
  • FIG. 2 is a schematic flowchart of a second embodiment of a task assignment method according to the present invention.
  • FIG. 3 is a schematic structural diagram of a device in a hardware operating environment involved in a method according to an embodiment of the present invention
  • FIG. 4 is a schematic diagram of a scenario of an embodiment of the present invention.
  • the present invention provides a task assignment method.
  • the task assignment method includes:
  • Step S10 Obtain a scene attribute and a category attribute of a task to be processed in a preset time
  • the software or the plug-in obtains the scene attribute and the category attribute of the task to be processed in the preset time.
  • the software or the plug-in may be a task assistant.
  • the following embodiment takes the task assistant as an example for detailed description, as shown in FIG. 4 .
  • the to-be-processed task is sent to the task assistant through the enterprise sales system, and the preset time period is generally one day.
  • the to-be-processed task is generally a pending securities business, or an insurance service to be processed, and the pending task includes an agreed-upon pending service.
  • the processed task, the agreed pending task is a service that is uploaded to the task assistant through the enterprise sales system before the processing according to the contact rule, and the pending task that meets the contact rule refers to the previous agent record in the task assistant.
  • the task that needs to be processed according to the contact rule is described in the specific embodiment. If the a-type equity expiration service passes the reminder, it needs to contact the user seat again within 3 days of the preset cycle time period. The preset period of time is 3 days, which is the contact rule of the pending service, except for the agreed pending
  • the task to be processed also includes a real-time task or a task to be firstly dialed, and the real-time task or the task to be firstly dialed may not need to comply with the contact rule.
  • the scene attribute includes the scene rule of the task to be processed, and the scene rule includes the service line type of the task to be processed, and if the pending task is a pending security, the to-be-processed Whether the security is an event reminder or a product online reminder or a customer care, in addition, the scene rule also includes the task upper limit of the task corresponding to the task of the scene rule, and after the scene attribute of the task to be processed is determined, the category attribute of the task to be processed is obtained.
  • the event reminder may include a category expiration reminder, a large redemption reminder, and the like
  • the scene attribute of the to-be-processed task is the product online reminder
  • the product online reminder includes the activity. On-line reminders and new product online reminders and other category attributes.
  • Step S20 Generate an agent configuration condition of the task to be processed according to the scene attribute and the category attribute of the to-be-processed task;
  • the agent configuration condition includes the agent condition and the agent tool condition
  • the first agent configuration condition is first generated according to the scene attribute, so as to select the first type of agent who selects the full-time task corresponding to the scene attribute type from all the agents.
  • the second agent configuration condition is generated according to the category attribute, so as to select a second type of agent who selects the full-time job corresponding to the type of the attribute type from the first type of agent, in the seat attendant
  • the agent tool is also selected based on the scene attribute and the category attribute for determining the agent's agent service processing.
  • the process of selecting the agent tool based on the scene attribute and the category attribute for determining the seat agent's agent service includes: obtaining a matching agent tool based on the scene attribute and the category attribute, and sending the corresponding communication method corresponding to the agent tool to the corresponding Agent.
  • the agent tool is different, and is described in the specific embodiment.
  • the agent matching tool may be a phone or an email, etc., when the scene attribute of the task to be processed is the product expiration, and the task product to be processed expires.
  • the task assignment system allocates the corresponding agent service based on the determined agent and the determined agent tool.
  • step S30 the agent is matched according to the agent configuration condition of the task to be processed, and the task to be processed is sent to the matching agent.
  • matching the agent according to the agent configuration condition of the task to be processed, and sending the pending task to the matching agent includes:
  • Step S31 Obtain task processing state information within a preset time of the agent, and obtain a priority order of the task to be processed;
  • the task processing status information of the determined agent and the priority order of the pending task are obtained, and the task processing status information includes the unprocessed task quantity.
  • the priority order of the pending tasks includes the chronological order in which the pending tasks arrive at the determined agent.
  • Step S32 Match the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent within the preset time, and send the to-be-processed task to the matching agent.
  • the matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent within the preset time, and sending the pending task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the processing priority order of the to-be-processed task is also obtained.
  • the priority ordering rule of the to-be-processed task may be that the task assistant performs the pending task according to the receiving order when receiving the to-be-processed task sent by the sales system.
  • the number processing is performed by the task assistant according to the order in which the task list to be processed arrives in the background of the task assistant.
  • the priority order of the tasks to be processed is different, and the matching agent is matched.
  • the priority tasks are different.
  • the priority tasks are assigned to the corresponding agents. If the scene attributes of the two pending tasks are the same as the category attributes and the priorities are different, they may be processed by different agents.
  • the task to be processed is assigned to different agents.
  • the agent has different full-time positions, for example, the agent only processes certain types of tasks at a time, such as an agent who only provides an activity ceiling reminding service, or only provides When handling the task of customer care, or when the agent is working part-time on a non-professional task, the non-full-time task of the agent accounts for a small proportion of the task of the agent’s task, such as 30%, etc.
  • the agent has a corresponding task processing limit.
  • the upper limit of the agent's task is to process 100 tasks per day, and thus match.
  • the task processing status information of the agent is obtained within a preset time, and the task processing status information includes the type of task processing of the agent and the type and number of tasks to be processed, etc., according to the agent Set the task processing status information within the time to pick out the agent whose task processing amount is not up to the upper limit and process the task type and
  • the same type of processing task seating member i.e., the configuration agent tasks to be processed according to conditions, and the priority order of task processing quantity less than the upper limit of the seat members will be matched seating member, be treated in order to achieve the processing tasks.
  • the agent A has a full-time job to handle the expiration of the event, the upper limit is 100, and 99 cases have been processed.
  • the agent B is part-time to handle the event reminder of the expiration of the equity, and can also handle 2 pieces.
  • the task assistant sequentially receives the event expiration event reminding M task and the N task, the task assistant first sends the M task to the agent A, and sends the N task to the agent B, that is, the full-time agent first processes High priority pending events.
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time; generates the agent configuration condition of the task to be processed according to the scene attribute and the category attribute of the to-be-processed task; and matches the agent according to the agent configuration condition of the task to be processed And send the pending task to the matching agent.
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time by using the task distribution software or the plug-in, and can accurately generate the agent configuration condition of the task to be processed based on the scene attribute and the category attribute, and based on the agent configuration condition, Sending the task to be processed to the matching agent instead of manually assigning the task, thus solving the problem that the existing call center needs to be manually assigned.
  • the task assignment is difficult, and the efficiency is low and time-consuming. Technical problems of force.
  • a second embodiment of the task assignment method is provided.
  • the agent is matched according to the agent configuration condition of the task to be processed, and After the pending task is sent to the matching agent step, it includes:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the classification processing may be classified according to a telephone number, an email address, etc., and when the communication task of the to-be-processed task corresponds to a plurality of types of communication, the communication manner of the customer is sorted in an orderly manner, wherein the orderly arrangement is in accordance with The preset order first arranges the first communication mode of the customer, such as a phone number, and then sorts the second communication mode, such as a mailbox, and after classifying the communication mode, sends the classified information to the corresponding agent for the purpose of providing
  • the corresponding agent processes the to-be-processed task based on the clue information processed by the classification, for example, the agent obtains the pending task corresponding to the customer's telephone number processing user, and when the pending task is customer care, the clue information is further Including whether the customer needs other types of business, such as whether they need to buy Experience and gold, and sends the information to the corresponding clues seating member.
  • the clue information of the task to be processed is obtained, and the clue information is classified and processed; the clue information after the sorting process is sent to the corresponding agent for the corresponding agent to be processed according to the classification.
  • the following clue information processes the pending task. Therefore, the efficiency of the agent to handle the task to be processed is improved, and the user experience is improved.
  • a third embodiment of the task assignment method is provided.
  • the classified information is sent to the corresponding agent.
  • the method includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the background server can monitor the agent's task completion quantity in real time by monitoring the agent's agent matching tool.
  • the monitoring process may be: the background server side monitors and acquires the communication record of the agent matching tool in the preset time period in real time. That is, the background server side obtains the agent to make a call in real time, sends a record to the mailbox, and makes a call according to the agent, the timestamp of the record sent by the mailbox, matches the agent who works at the corresponding time stamp, and then generates the number of tasks completed by the agent, and
  • the evaluation information of the agent to the agent may also be obtained, and the evaluation information may be good, bad, or medium, etc., based on the number of tasks completed and the evaluation information, and record the performance of the agent in the preset time, wherein the agent In the performance record process, the number of agents completed in the performance of the agent's performance accounted for 60%, the user's evaluation information accounted for 40%.
  • the number of tasks completed by the agent is monitored, and the evaluation information of the agent to the agent is obtained; and the performance performance of the agent is recorded based on the number of tasks completed and the evaluation information. Therefore, it is possible to improve the efficiency of the agent handling the business to be processed.
  • a fourth embodiment of the task assignment method is provided.
  • the classified information is sent to the corresponding agent.
  • the method includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the tag information records the contact rule that can contact the corresponding task again, and obtains the contact of the completed task after marking the processed task.
  • the rule if the completed task has an achievable re-contact rule feature, the task that has been processed will generate a new task to be processed, although the process has been completed, and is described in the specific embodiment, if the task assistant provides After the product activity is online, the cycle reminder service, although the reminder task is completed, after one cycle, the task assistant still needs to provide the reminder service for the product activity to be launched, that is, the new task to be processed is generated, and if the task has not been completed, When the implemented re-contact rule is completed, the completed task is completely completed, and it can be processed differently from the task completion flag.
  • the labeling process is performed on the processed task, and the contact rule of the completed task is acquired; and based on the contact rule, it is determined whether a new task to be processed is generated based on the processed task. This enables a more accurate differentiation and processing of completed tasks.
  • the method includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the generated new task to be processed is imported into the task processing pool, to further generate a new task to be processed, and the processing of the new task to be processed is performed, based on
  • the contact rule is configured to automatically delete the processed task when the processed task is no longer generating the corresponding new task to be processed.
  • the generated new task to be processed is imported into the task processing pool for further processing, and determined based on the contact rule.
  • the process task is no longer generated, the task that has been processed is deleted. The user is not required to manually implement the task. This improves the user experience.
  • FIG. 3 is a schematic structural diagram of a device in a hardware operating environment involved in a method according to an embodiment of the present invention.
  • the task distribution device in the embodiment of the present invention may be a PC, or may be a smart phone, a tablet computer, an e-book reader, and an MP3 (Moving). Picture Experts Group Audio Layer III, motion picture expert compression standard audio layer 3) player, MP4 (Moving Picture Experts Group Audio Layer IV, dynamic video experts compress standard audio layers 3) terminal devices such as players and portable computers.
  • MP3 Motion Picture Experts Group Audio Layer III, motion picture expert compression standard audio layer 3
  • MP4 Moving Picture Experts Group Audio Layer IV, dynamic video experts compress standard audio layers 3 terminal devices such as players and portable computers.
  • the task assignment means may include a processor 1001, such as a CPU, a memory 1005, and a communication bus 1002.
  • the communication bus 1002 is used to implement connection communication between the processor 1001 and the memory 1005.
  • the memory 1005 may be a high speed RAM memory or a stable memory (non-volatile) Memory), such as disk storage.
  • the memory 1005 can also optionally be a storage device independent of the aforementioned processor 1001.
  • the task distribution device may further include a user interface, a network interface, a camera, and an RF (Radio) Frequency, RF) circuits, sensors, audio circuits, WiFi modules, and more.
  • the user interface may include a display, an input unit such as a keyboard, and the optional user interface may also include a standard wired interface, a wireless interface.
  • the network interface can optionally include a standard wired interface or a wireless interface (such as a WI-FI interface).
  • the task-dispensing device structure shown in FIG. 3 does not constitute a limitation of the task-dispensing device, and may include more or less components than those illustrated, or combine some components or different components. Arrangement.
  • an operating system As shown in FIG. 3, an operating system, a network communication module, and a task assignment program may be included in the memory 1005 as a computer storage medium.
  • An operating system is a program that manages and controls the hardware and software resources of a task distribution device, supporting the operation of task distribution programs and other software and/or programs.
  • the network communication module is used to implement communication between components within the memory 1005 and with other hardware and software in the task distribution device.
  • the processor 1001 is configured to execute a task allocation program stored in the memory 1005, and implements the following steps:
  • step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent includes:
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the task processing status information of the agent within the preset time, and the task to be processed is sent to the matching agent.
  • step of matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent within the preset time, and sending the to-be-processed task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the method includes:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the method includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the present invention provides a computer readable storage medium having stored one or more programs, the one or more programs being further executable by one or more processors for implementing the above The steps of the task assignment method.

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Abstract

一种任务分配方法、装置及计算机可读存储介质，所述任务分配方法包括：获取预设时间内待处理任务的场景属性和类别属性（S10）；根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件（S20）；根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员（S30）。解决了呼叫中心存在任务分配难度高，且效率低，耗时耗力的技术问题。

Description

任务分配方法、装置及计算机可读存储介质
任务分配方法、装置及计算机可读存储介质
本申请要求于2017年8月24日提交中国专利局、申请号为201710740350.5、发明名称为“任务分配方法、装置及计算机可读存储介质”的中国专利申请的优先权，其全部内容通过引用结合在申请中。
技术领域
本发明涉及任务处理领域，尤其涉及一种任务分配方法、装置及计算机可读存储介质。
背景技术
目前，呼叫中心坐席员已不固定于办公室的专职人员，即移动方式提供呼叫服务也越来越常见，且由于不同的坐席员任务处理的专职类型不同，因而呼叫中心还承担对坐席员进行任务分配的作业，现有呼叫中心对坐席员进行任务分配时，在获取待处理任务的类型，如该证券业务是体验金到期还是理财券到期的业务类型后，需要人为进行任务分配，人为任务分配过程中，存在任务分配难度高，且效率低，耗时耗力的技术问题。
发明内容
本发明的主要目的在于提供一种任务分配方法、装置及计算机可读存储介质，旨在解决现有呼叫中心存在任务分配难度高，且效率低，耗时耗力的技术问题。
为实现上述目的，本发明提供一种任务分配方法，所述任务分配方法包括：
获取预设时间内待处理任务的场景属性和类别属性；
根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；
根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。
优选地，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
获取坐席员预设时间内任务处理状态信息，并获取待处理任务的优先级顺序；
根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员。
优选地，所述根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
根据坐席员预设时间内任务处理状态信息，挑选出任务处理量未达上限的坐席员；
根据所述待处理任务的坐席配置条件、优先级顺序和任务处理量未达上限的坐席员进行坐席员匹配，并将待处理任务发送给匹配的坐席员。
优选地，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤之后包括：
获取待处理任务的线索信息，并对该线索信息进行分类处理；
将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。
优选地，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
监测坐席员的任务完成数量，并获取用户端对坐席员的评价信息；
基于所述任务完成数量与评价信息，记录坐席员的业绩绩效。
优选地，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
对已处理完成的任务进行标记处理，并获取已完成任务的接触规则；
基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务。
优选地，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤之后包括：
当基于所述已处理完成的任务生成待处理新任务时，将生成的待处理新任务导入至任务处理池中，以待进一步处理。
优选地，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤包括：
当基于所述接触规则，确定已处理完成的任务不再生成相应待处理新任务时，对已处理完成的任务进行删除处理。
此外，为实现上述目的，本发明还提供一种任务分配装置，所述任务分配装置包括：存储器、处理器，通信总线以及存储在所述存储器上的任务分配程序，
所述通信总线用于实现处理器与存储器间的通信连接；
所述处理器用于执行所述任务分配程序，以实现以下步骤：
获取预设时间内待处理任务的场景属性和类别属性；
根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；
根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。
优选地，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
获取坐席员预设时间内任务处理状态信息，并获取待处理任务的优先级顺序；
根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员。
优选地，所述根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
根据坐席员预设时间内任务处理状态信息，挑选出任务处理量未达上限的坐席员；
根据所述待处理任务的坐席配置条件、优先级顺序和任务处理量未达上限的坐席员进行坐席员匹配，并将待处理任务发送给匹配的坐席员。
优选地，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤之后包括：
获取待处理任务的线索信息，并对该线索信息进行分类处理；
将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。
优选地，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
监测坐席员的任务完成数量，并获取用户端对坐席员的评价信息；
基于所述任务完成数量与评价信息，记录坐席员的业绩绩效。
优选地，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
对已处理完成的任务进行标记处理，并获取已完成任务的接触规则；
基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务。
优选地，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤之后包括：
当基于所述已处理完成的任务生成待处理新任务时，将生成的待处理新任务导入至任务处理池中，以待进一步处理。
优选地，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤包括：
当基于所述接触规则，确定已处理完成的任务不再生成相应待处理新任务时，对已处理完成的任务进行删除处理。
此外，为实现上述目的，本发明还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一个或者一个以上程序，所述一个或者一个以上程序可被一个或者一个以上的处理器执行以用于：
获取预设时间内待处理任务的场景属性和类别属性；
根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；
根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。
本发明通过获取预设时间内待处理任务的场景属性和类别属性；根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。由于本发明通过任务分配软件或者插件获取预设时间内待处理任务的场景属性和类别属性，并基于该场景属性和类别属性能够准确生成待处理任务的坐席配置条件，并基于该坐席配置条件，将待处理任务发送给匹配的坐席员，而不是人为进行任务分配，因而能够解决现有呼叫中心需要人为进行任务分配，人为任务分配过程中，存在任务分配难度高，且效率低，耗时耗力的技术问题。
附图说明
图1为本发明任务分配方法第一实施例的流程示意图；
图2为本发明任务分配方法第二实施例的流程示意图；
图3是本发明实施例方法涉及的硬件运行环境的设备结构示意图；
图4是本发明实施例的场景示意图。
本发明目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
应当理解，此处所描述的具体实施例仅仅用以解释本发明，并不用于限定本发明。
本发明提供一种任务分配方法，在本发明任务分配方法的第一实施例中，参照图1，所述任务分配方法包括：
步骤S10，获取预设时间内待处理任务的场景属性和类别属性；
在本发明中，可是软件或者插件获取预设时间内待处理任务的场景属性和类别属性，特别地，该软件或者插件可是任务助手，以下实施例以任务助手为例进行详细说明，如图4所示，待处理任务可是通过企业销售系统发送至任务助手，预设时间段一般为一天，该待处理任务一般是待处理证券业务，或者是待处理保险业务，待处理任务包括已约定的待处理的任务，已约定的待处理任务是符合接触规则的在处理前通过企业销售系统地上传至上述任务助手的业务，符合接触规则的待处理任务指的是之前在任务助手中存在坐席记录且需根据该接接触规则继续处理的任务，用以具体实施例进行说明，如若a类权益到期业务经过本次提醒后，需在预设周期时间段3天内再次与用户坐席联系提醒，则该预设周期时间段3天是该待处理业务的接触规则，除约定的待处理任务外，待处理任务还包括实时任务或者待首拨任务，实时任务或者待首拨任务可不需要符合接触规则。
获取预设时间内待处理任务的场景属性和类别属性，场景属性包括待处理任务的场景规则，场景规则包括待处理任务的业务线类型，如若该待处理任务是待处理证券时，该待处理证券是事件提醒还是产品上线提醒还是客户关怀等，另外，场景规则还包括坐席员处理该类场景规则对应任务的任务上限等，在待处理任务的场景属性确定后，获取待处理任务的类别属性，如当待处理任务的场景属性为事件提醒时，事件提醒可包括权益到期提醒，大额赎回提醒等类别属性，当待处理任务的场景属性为产品上线提醒时，产品上线提醒包括活动上线提醒与新产品上线提醒等类别属性。
步骤S20，根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；
在本申请中，坐席配置条件包括坐席员条件、坐席工具条件，先根据场景属性生成第一坐席配置条件，以实现从所有坐席员中挑选专职处理该场景属性类型对应坐席任务的第一类坐席员，在第一类坐席员确定后，根据类别属性生成第二坐席配置条件，以实现从第一类坐席员中挑选专职处理该类别属性类型对应坐席任务的第二类坐席员，在坐席员确定后，还基于场景属性与类别属性选取坐席工具，以供确定坐席员的进行坐席业务的处理。
基于场景属性与类别属性选取坐席工具，以供确定坐席员的进行坐席业务的处理过程包括：基于场景属性与类别属性获取匹配的坐席工具，并将该匹配的坐席工具对应的通讯方式发送给对应坐席员。由于场景属性与类别属性不同，因而坐席工具不同，用以具体实施例进行说明，如坐席匹配工具可是电话或者邮件等，当待处理任务的场景属性为产品到期，待处理任务产品到期对应的类别属性为体验金到期时，若相应坐席匹配工具为电话，则坐席人员通过电话进行坐席业务的处理，而当待处理任务的场景属性为产品到期为活动上线时，若相应坐席匹配工具为邮件，坐席人员通过邮件进行坐席业务的处理。需要说明的是，在进行坐席业务处理之前，基于确定的坐席员，确定的坐席工具，任务分配系统分配对应的坐席业务。
步骤S30，根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。
如图2所示，根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员包括：
步骤S31，获取坐席员预设时间内任务处理状态信息，并获取待处理任务的优先级顺序；
在第二类坐席员确定后，若检测到第二类坐席员为多个时，获取确定的坐席员的任务处理状态信息以及待处理任务的优先级顺序，任务处理状态信息包括未处理任务量，待处理任务的优先级顺序包括待处理任务到达确定坐席员的时间先后顺序。
步骤S32，根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员。
其中，根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员包括：
根据坐席员预设时间内任务处理状态信息，挑选出任务处理量未达上限的坐席员；
根据所述待处理任务的坐席配置条件、优先级顺序和任务处理量未达上限的坐席员进行坐席员匹配，并将待处理任务发送给匹配的坐席员。
在本步骤中还需获取待处理任务的处理优先级顺序，其中，待处理任务的优先级排序规则可是任务助手在接收销售系统发送过来的待处理任务时，根据接收顺序对该待处理任务进行的编号处理，即是任务助手按待处理任务名单到达任务助手后台的先后顺序进行优先级排序，其当有多个待处理任务进行分配时，待处理任务的优先级顺序不同，匹配坐席员的先后顺序不同，优先级高的待处理任务首先分配对应的坐席员，若两个待处理任务的场景属性与类别属性相同，优先级不同，则可能由不同的坐席员进行处理。
其中，在任务助手中，将待处理任务分配给不同坐席员，由于坐席员专职不同，如坐席员每次只处理某类型的任务，如某坐席员只是提供活动上限提醒服务，或者是只提供处理客户关怀的任务，或者坐席员在兼职处理非专职的任务时，该坐席员非专职的任务占该坐席员处理任务的权重比例较小如百分之三十等，当坐席员兼职的非专职的任务已达最大值时，则该坐席员不能处理该非专职的任务，另外，坐席员具有相应的任务处理上限，如坐席员的任务的上限可是每天处理100件任务等，因而在匹配待处理任务与坐席员时，获取坐席员预设时间内任务处理状态信息，该任务处理状态信息包括该坐席员的任务处理类型以及还可处理的待处理任务类型以及数量等，根据坐席员预设时间内任务处理状态信息挑选出任务处理量未达上限的坐席员且处理任务类型与待处理任务类型相同的坐席员，即根据待处理任务的坐席配置条件、优先级顺序和任务处理量未达上限的坐席员进行坐席员匹配，以实现对待处理任务的处理。
用以具体实施例进行说明，如坐席员甲每天专职处理权益到期的事件提醒的上限为100件，已经处理99件，坐席员乙兼职处理该权益到期的事件提醒，还可以处理2件，当任务助手依次接收权益到期的事件提醒M任务与N任务时，则任务助手首先将M任务发送给坐席员甲处理，并将N任务发送给坐席员乙处理，即专职坐席员先处理优先级高的待处理事件。
本发明通过获取预设时间内待处理任务的场景属性和类别属性；根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。由于本发明通过任务分配软件或者插件获取预设时间内待处理任务的场景属性和类别属性，并基于该场景属性和类别属性能够准确生成待处理任务的坐席配置条件，并基于该坐席配置条件，将待处理任务发送给匹配的坐席员，而不是人为进行任务分配，因而能够解决现有呼叫中心需要人为进行任务分配，人为任务分配过程中，存在任务分配难度高，且效率低，耗时耗力的技术问题。
进一步地，在本发明任务分配方法的第一实施例的基础上，提供任务分配方法第二实施例，在第二实施例中，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤之后包括：
获取待处理任务的线索信息，并对该线索信息进行分类处理；
将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。
获取待处理任务的线索信息，对待处理任务的线索信息进行分类处理，其中，待处理任务的线索信息包括待处理任务对应客户的通信方式，对待处理任务的线索信息进行分类处理包括对通信方式的分类处理，具体地，可根据电话号码，邮箱地址等进行分类，当待处理任务对应客户的通信方式为多种时，对该客户的通信方式进行有序整理，其中，有序整理即是按照预设顺序先排列客户的第一通信方式如电话号码，后排序第二通信方式如邮箱等，在对通信方式进行分类处理后，将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务，如坐席员可是获取客户电话号码处理用户对应的待处理任务，另外，当待处理任务为客户关怀时，该线索信息还包括客户是否需要其它类型的业务如是否需要购买体验金等，并将该线索信息发送给对应的坐席员。
在本实施例中，通过获取待处理任务的线索信息，并对该线索信息进行分类处理；将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。因而提高了坐席员处理待处理任务的效率，提升了用户体验。
进一步地，在本发明任务分配方法的第二实施例的基础上，提供任务分配方法第三实施例，在第三实施例中，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
监测坐席员的任务完成数量，并获取用户端对坐席员的评价信息；
基于所述任务完成数量与评价信息，记录坐席员的业绩绩效。
在本发明中，后台服务器端可以通过监测坐席员的坐席匹配工具以实时监测坐席员的任务完成数量，该监测过程可是：后台服务器端实时监测并获取预设时间段内坐席匹配工具的通信记录，即后台服务器端实时获取坐席拨打电话，邮箱发送记录，并根据坐席拨打电话，邮箱发送记录的时间戳，匹配在对应时间戳工作的坐席员，进而生成坐席员的任务完成数量，且在本发明中，还可获取用户端对坐席员的评价信息，该评价信息可是好，差，或者中等等，基于任务完成数量与评价信息，记录预设时间内坐席员的业绩绩效，其中，坐席员的业绩绩效记录过程中，坐席员的任务完成数量在坐席员的业绩绩效中占比为60%，用户端的评价信息占比为40%。
在本实施例中，通过监测坐席员的任务完成数量，并获取用户端对坐席员的评价信息；基于所述任务完成数量与评价信息，记录坐席员的业绩绩效。因而能够能够提升坐席员处理待处理业务的效率。
进一步地，在本发明任务分配方法的第二实施例的基础上，提供任务分配方法第四实施例，在第四实施例中，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
对已处理完成的任务进行标记处理，并获取已完成任务的接触规则；
基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务。
对已处理完成的任务进行任务完成标记处理并生成对应的标记信息，该标记信息中记录可再次接触对应任务的接触规则，在对已处理完成的任务进行标记处理后，获取已完成任务的接触规则，若已完成任务具有可实现的再次接触规则特性时，则尽管本次已处理完成，该已处理完成的任务还是会生成待处理新任务，用以具体实施例进行说明，如若任务助手提供某产品活动上线后的周期提醒服务，尽管本次提醒任务完成时，一个周期后，任务助手仍需提供该产品活动上线的提醒服务即是生成了待处理新任务，若已完成任务不具有可实现的再次接触规则时，该已处理完成的任务彻底完成，可对其进行与任务完成标记不同的区分标记处理。
在本实施例中，通过对已处理完成的任务进行标记处理，并获取已完成任务的接触规则；基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务。因而实现更准确地区分并处理已完成的任务。
进一步地，提供本发明的又一实施例，在该实施例中，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤之后包括：
当基于所述已处理完成的任务生成待处理新任务时，将生成的待处理新任务导入至任务处理池中，以待进一步处理。
所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤包括：
当基于所述接触规则，确定已处理完成的任务不再生成相应待处理新任务时，对已处理完成的任务进行删除处理。
当基于所述已处理完成的任务生成待处理新任务时，将生成的待处理新任务导入至任务处理池中，以待进一步生成待处理新任务，并实现对待处理新任务的处理，当基于所述接触规则，确定已处理完成的任务不再生成相应待处理新任务时，对已处理完成的任务进行自动删除处理。
在本实施例中，通过当基于所述已处理完成的任务生成待处理新任务时，将生成的待处理新任务导入至任务处理池中，以待进一步处理，当基于所述接触规则，确定已处理完成的任务不再生成相应待处理新任务时，对已处理完成的任务进行删除处理，不再需要用户手动实现，提升了用户体验。
参照图3，图3是本发明实施例方法涉及的硬件运行环境的设备结构示意图。
本发明实施例任务分配装置可以是PC，也可以是智能手机、平板电脑、电子书阅读器、MP3（Moving Picture Experts Group Audio Layer III，动态影像专家压缩标准音频层面3）播放器、MP4（Moving Picture Experts Group Audio Layer IV，动态影像专家压缩标准音频层面3）播放器、便携计算机等终端设备。
如图3所示，该任务分配装置可以包括：处理器1001，例如CPU，存储器1005，通信总线1002。其中，通信总线1002用于实现处理器1001和存储器1005之间的连接通信。存储器1005可以是高速RAM存储器，也可以是稳定的存储器（non-volatile memory），例如磁盘存储器。存储器1005可选的还可以是独立于前述处理器1001的存储装置。
可选地，该任务分配装置还可以包括用户接口、网络接口、摄像头、RF（Radio Frequency，射频）电路，传感器、音频电路、WiFi模块等等。用户接口可以包括显示屏（Display）、输入单元比如键盘（Keyboard），可选用户接口还可以包括标准的有线接口、无线接口。网络接口可选的可以包括标准的有线接口、无线接口（如WI-FI接口）。
本领域技术人员可以理解，图3中示出的任务分配装置结构并不构成对任务分配装置的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件布置。
如图3所示，作为一种计算机存储介质的存储器1005中可以包括操作系统、网络通信模块以及任务分配程序。操作系统是管理和控制任务分配装置硬件和软件资源的程序，支持任务分配程序以及其它软件和/或程序的运行。网络通信模块用于实现存储器1005内部各组件之间的通信，以及与任务分配装置中其它硬件和软件之间通信。
在图3所示的任务分配装置中，处理器1001用于执行存储器1005中存储的任务分配程序，实现以下步骤：
获取预设时间内待处理任务的场景属性和类别属性；
根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；
根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。
进一步地，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
获取坐席员预设时间内任务处理状态信息，并获取待处理任务的优先级顺序；
根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员。
进一步地，所述根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
根据坐席员预设时间内任务处理状态信息，挑选出任务处理量未达上限的坐席员；
根据所述待处理任务的坐席配置条件、优先级顺序和任务处理量未达上限的坐席员进行坐席员匹配，并将待处理任务发送给匹配的坐席员。
进一步地，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤之后包括：
获取待处理任务的线索信息，并对该线索信息进行分类处理；
将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。
进一步地，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
监测坐席员的任务完成数量，并获取用户端对坐席员的评价信息；
基于所述任务完成数量与评价信息，记录坐席员的业绩绩效。
进一步地，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
对已处理完成的任务进行标记处理，并获取已完成任务的接触规则；
基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务。
进一步地，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤之后包括：
当基于所述已处理完成的任务生成待处理新任务时，将生成的待处理新任务导入至任务处理池中，以待进一步处理。
进一步地，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤包括：
当基于所述接触规则，确定已处理完成的任务不再生成相应待处理新任务时，对已处理完成的任务进行删除处理。
本发明任务分配装置具体实施方式与上述任务分配方法各实施例基本相同，在此不再赘述。
本发明提供了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一个或者一个以上程序，所述一个或者一个以上程序还可被一个或者一个以上的处理器执行以用于实现上述所述的任务分配方法的步骤。
本发明计算机可读存储介质具体实施方式与上述任务分配方法各实施例基本相同，在此不再赘述。
以上仅为本发明的优选实施例，并非因此限制本发明的专利范围，凡是利用本发明说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本发明的专利处理范围内。

Claims (20)

  1. 一种任务分配方法，其特征在于，所述任务分配方法包括：
    获取预设时间内待处理任务的场景属性和类别属性；
    根据所述待处理任务的场景属性和类别属性，生成待处理任务的坐席配置条件；
    根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员。
  2. 如权利要求1所述的任务分配方法，其特征在于，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
    获取坐席员预设时间内任务处理状态信息，并获取待处理任务的优先级顺序；
    根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员。
  3. 如权利要求2所述的任务分配方法，其特征在于，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤之后包括：
    获取待处理任务的线索信息，并对该线索信息进行分类处理；
    将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。
  4. 如权利要求2所述的任务分配方法，其特征在于，所述根据所述待处理任务的坐席配置条件、优先级顺序和坐席员预设时间内任务处理状态信息匹配坐席员，并将待处理任务发送给匹配的坐席员步骤包括：
    根据坐席员预设时间内任务处理状态信息，挑选出任务处理量未达上限的坐席员；
    根据所述待处理任务的坐席配置条件、优先级顺序和任务处理量未达上限的坐席员进行坐席员匹配，并将待处理任务发送给匹配的坐席员。
  5. 如权利要求4所述的任务分配方法，其特征在于，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤之后包括：
    获取待处理任务的线索信息，并对该线索信息进行分类处理；
    将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。
  6. 如权利要求1所述的任务分配方法，其特征在于，所述根据待处理任务的坐席配置条件匹配坐席员，并将待处理任务发送给匹配的坐席员步骤之后包括：
    获取待处理任务的线索信息，并对该线索信息进行分类处理；
    将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务。
  7. 如权利要求6所述的任务分配方法，其特征在于，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
    监测坐席员的任务完成数量，并获取用户端对坐席员的评价信息；
    基于所述任务完成数量与评价信息，记录坐席员的业绩绩效。
  8. 如权利要求6所述的任务分配方法，其特征在于，所述将分类处理后的线索信息发送至对应的坐席员，以供该对应的坐席员基于所述分类处理后的线索信息处理待处理任务步骤之后包括：
    对已处理完成的任务进行标记处理，并获取已完成任务的接触规则；
    基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务。
  9. 如权利要求8所述的任务分配方法，其特征在于，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤之后包括：
    当基于所述已处理完成的任务生成待处理新任务时，将生成的待处理新任务导入至任务处理池中，以待进一步处理。
  10. 如权利要求8所述的任务分配方法，其特征在于，所述基于所述接触规则确定是否基于该已处理完成的任务生成待处理新任务步骤包括：
    当基于所述接触规则，确定已处理完成的任务不再生成相应待处理新任务时，对已处理完成的任务进行删除处理。
  11. 一种任务分配装置，其特征在于，所述任务分配装置包括：存储器、处理器，通信总线以及存储在所述存储器上的任务分配程序，
    所述通信总线用于实现处理器与存储器间的通信连接；
    所述处理器用于执行所述任务分配程序，以实现如权利要求1所述的任务分配方法的步骤。
  12. 一种任务分配装置，其特征在于，所述任务分配装置包括：存储器、处理器，通信总线以及存储在所述存储器上的任务分配程序，
    所述通信总线用于实现处理器与存储器间的通信连接；
    所述处理器用于执行所述任务分配程序，以实现如权利要求2所述的任务分配方法的步骤。
  13. 一种任务分配装置，其特征在于，所述任务分配装置包括：存储器、处理器，通信总线以及存储在所述存储器上的任务分配程序，
    所述通信总线用于实现处理器与存储器间的通信连接；
    所述处理器用于执行所述任务分配程序，以实现如权利要求3所述的任务分配方法的步骤。
  14. 一种任务分配装置，其特征在于，所述任务分配装置包括：存储器、处理器，通信总线以及存储在所述存储器上的任务分配程序，
    所述通信总线用于实现处理器与存储器间的通信连接；
    所述处理器用于执行所述任务分配程序，以实现如权利要求4所述的任务分配方法的步骤。
  15. 一种任务分配装置，其特征在于，所述任务分配装置包括：存储器、处理器，通信总线以及存储在所述存储器上的任务分配程序，
    所述通信总线用于实现处理器与存储器间的通信连接；
    所述处理器用于执行所述任务分配程序，以实现如权利要求5所述的任务分配方法的步骤。
  16. 一种计算机可读存储介质，其特征在于，所述计算机课读存储介质上存储有任务分配程序，所述任务分配程序被处理器执行时实现如权利要求1所述的任务分配方法的步骤。
  17. 一种计算机可读存储介质，其特征在于，所述计算机课读存储介质上存储有任务分配程序，所述任务分配程序被处理器执行时实现如权利要求2所述的任务分配方法的步骤。
  18. 一种计算机可读存储介质，其特征在于，所述计算机课读存储介质上存储有任务分配程序，所述任务分配程序被处理器执行时实现如权利要求3所述的任务分配方法的步骤。
  19. 一种计算机可读存储介质，其特征在于，所述计算机课读存储介质上存储有任务分配程序，所述任务分配程序被处理器执行时实现如权利要求4所述的任务分配方法的步骤。
  20. 一种计算机可读存储介质，其特征在于，所述计算机课读存储介质上存储有任务分配程序，所述任务分配程序被处理器执行时实现如权利要求5所述的任务分配方法的步骤。
PCT/CN2017/104066 2017-08-24 2017-09-28 任务分配方法、装置及计算机可读存储介质 Ceased WO2019037196A1 (zh)

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