WO2019080416A1 - 客户进线分配方法、系统、计算机设备及存储介质 - Google Patents

客户进线分配方法、系统、计算机设备及存储介质

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Publication number
WO2019080416A1
WO2019080416A1 PCT/CN2018/076432 CN2018076432W WO2019080416A1 WO 2019080416 A1 WO2019080416 A1 WO 2019080416A1 CN 2018076432 W CN2018076432 W CN 2018076432W WO 2019080416 A1 WO2019080416 A1 WO 2019080416A1
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WO
WIPO (PCT)
Prior art keywords
agent
customer
online
idle
task
Prior art date
Application number
PCT/CN2018/076432
Other languages
English (en)
French (fr)
Inventor
张伟忠
罗俊杰
Original Assignee
平安科技（深圳）有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 平安科技（深圳）有限公司 filed Critical 平安科技（深圳）有限公司
Publication of WO2019080416A1 publication Critical patent/WO2019080416A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms

Definitions

  • the present application relates to the field of customer management technologies, and in particular, to a customer incoming line allocation method, system, computer device, and storage medium.
  • the call center system plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consulting and complaints, and plays a role in the business activities of enterprises. An increasingly important role.
  • the agent service is an important way for the call center system to provide services for customers.
  • the agent service refers to the process in which the agent provides the corresponding service to the customer through the support system of the call center.
  • the agent is generally the customer service staff who answer the question and answer the question, which is an important bridge between the customer and the company.
  • the customer When the customer actively calls the customer service hotline, it is usually randomly assigned to a seat.
  • This random allocation method does not take into account the individual needs of the customer. For example, a user who frequently uses a particular service, when he calls into the call center, may be assigned to a receptionist who is not familiar with the special service, and is familiar with the reception of this special service. It is in an idle state. It can be seen from this situation that the random allocation method obviously cannot realize the full utilization and efficient configuration of resources.
  • call centers will identify the customer according to the mobile phone number when the customer enters the line, and then enter the ID number according to the customer's IVR prompt to identify the customer, resulting in too many interactions between the phone platform and the system. Each interaction takes time and Occupying resources may cause customers to wait too long for incoming calls.
  • the purpose of the present application is to provide a customer incoming line distribution method, system, computer equipment and storage medium for solving the problems existing in the prior art.
  • the present application provides a customer incoming line allocation method, including the following steps:
  • Step 01 identifying the calling number of the customer incoming line, and prompting the customer to enter the ID number and record, if the calling number is identified, step 011 is performed, if not, step 02 is performed;
  • Step 011 it is determined whether the matching first seat of the customer is online and idle, and if yes, accessing the first agent, if otherwise, executing step 012;
  • Step 012 determining whether the candidate first seat of the first agent is online and idle, if yes, accessing the candidate first agent, if otherwise, performing step 013;
  • Step 013 it is determined whether the second agent of the team where the first agent is located is online and idle, if yes, access to the second agent, if otherwise, step 014 is performed;
  • Step 014 determining whether the team leader of the team where the first agent is located is online and idle, and if yes, accessing the team leader, if otherwise, performing step 03;
  • Step 02 identifying the ID number entered by the customer, if it is identified, step 011 is performed, if not, step 021 is performed;
  • Step 021 it is determined whether there is an online and idle agent, if yes, access to the agent, if otherwise, step 03;
  • Step 03 prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up;
  • Step 04 ending the call, and generating a task for returning to the client;
  • Step 05 Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
  • the present application also provides a customer incoming line distribution system, which includes:
  • the calling number identification module is adapted to identify the calling number of the customer entering the line;
  • the agent docking module is configured to determine, when the calling number identification is passed, whether the first seat matched by the customer is online and idle, and if yes, accessing the first agent; determining an alternate first seat of the first agent Whether it is online and idle, if yes, accessing the candidate first agent; determining whether the second agent of the team in which the first agent is located is online and idle, and if so, accessing the second agent; determining the first agent Whether the team leader of the team is online and idle, and if so, accessing the team leader; and is also suitable for judging whether there is an online and idle agent when the calling number and the identification number of the document fail, and if so, accessing the agent;
  • a document number identification module adapted to identify a document number entered by the customer
  • the prompt information module is suitable for prompting the customer to contact the customer as soon as possible;
  • a task generation module adapted to generate a task for dialing back to the client
  • the task assignment module is adapted to assign the callback task to the corresponding agent according to the calling number and/or the ID number of the client.
  • the present application also provides a computer device comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the program to implement the following steps:
  • Step 01 identifying the calling number of the customer incoming line, and prompting the customer to enter the ID number and record, if the calling number is identified, step 011 is performed, if not, step 02 is performed;
  • Step 011 it is determined whether the matching first seat of the customer is online and idle, and if yes, accessing the first agent, if otherwise, executing step 012;
  • Step 012 determining whether the candidate first seat of the first agent is online and idle, if yes, accessing the candidate first agent, if otherwise, performing step 013;
  • Step 013 it is determined whether the second agent of the team where the first agent is located is online and idle, if yes, access to the second agent, if otherwise, step 014 is performed;
  • Step 014 determining whether the team leader of the team where the first agent is located is online and idle, and if yes, accessing the team leader, if otherwise, performing step 03;
  • Step 02 identifying the ID number entered by the customer, if it is identified, step 011 is performed, if not, step 021 is performed;
  • Step 021 it is determined whether there is an online and idle agent, if yes, access to the agent, if otherwise, step 03;
  • Step 03 prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up;
  • Step 04 ending the call, and generating a task for returning to the client;
  • Step 05 Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
  • the present application also provides a computer readable storage medium having stored thereon a computer program that, when executed by a processor, implements the following steps:
  • Step 01 identifying the calling number of the customer incoming line, and prompting the customer to enter the ID number and record, if the calling number is identified, step 011 is performed, if not, step 02 is performed;
  • Step 011 it is determined whether the matching first seat of the customer is online and idle, and if yes, accessing the first agent, if otherwise, executing step 012;
  • Step 012 determining whether the candidate first seat of the first agent is online and idle, if yes, accessing the candidate first agent, if otherwise, performing step 013;
  • Step 013 it is determined whether the second agent of the team where the first agent is located is online and idle, if yes, access to the second agent, if otherwise, step 014 is performed;
  • Step 014 determining whether the team leader of the team where the first agent is located is online and idle, and if yes, accessing the team leader, if otherwise, performing step 03;
  • Step 02 identifying the ID number entered by the customer, if it is identified, step 011 is performed, if not, step 021 is performed;
  • Step 021 it is determined whether there is an online and idle agent, if yes, access to the agent, if otherwise, step 03;
  • Step 03 prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up;
  • Step 04 ending the call, and generating a task for returning to the client;
  • Step 05 Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
  • the customer incoming line distribution method, system, computer equipment and storage medium provided by the application are identified by the calling number identification and the identification of the identification number, and sequentially search for the first agent, the first seat, the second seat in the team, the team leader, and others. Whether any agent is online and idle, choose a seat with high matching for the customer to solve the customer's needs as much as possible; and set up the callback/internal call task without the agent to provide access, remind the corresponding agent to contact in time. client. At the same time, the customer is prompted to enter the ID number after entering the line, which saves the number of interactions between the telephone platform and the system, saves time and resources, and improves the user experience.
  • Embodiment 1 is a flowchart of Embodiment 1 of a method for assigning a customer incoming line of the present application
  • FIG. 2 is a schematic diagram of a program module of Embodiment 1 of a customer incoming line distribution system of the present application;
  • Embodiment 3 is a schematic structural diagram of hardware of Embodiment 1 of a customer incoming line distribution system of the present application;
  • FIG. 4 is a flowchart of Embodiment 2 of a customer incoming line allocation method of the present application.
  • the customer incoming line distribution method, system, computer equipment and storage medium provided by the application are suitable for providing the customer with the most familiar agent access to the active service, thereby improving the user experience.
  • the present application identifies the first agent, the alternate first agent, the second agent in the team, the team leader, any other agent, etc. by the calling number identification and the identification of the ID number, and selects whether the match is high or not. Agents, in order to solve the customer's needs as much as possible; and in the absence of agents to provide access, set up callback / internal call tasks, remind the corresponding agents to contact customers in a timely manner. At the same time, the customer is prompted to enter the ID number after entering the line, which saves the number of interactions between the telephone platform and the system, saves time and resources, and improves the user experience.
  • a customer incoming line allocation method of this embodiment includes the following steps:
  • Step 01 Identify the calling number of the customer incoming line, and prompt the customer to input the ID number and record. If the calling number passes the identification, step 011 is performed, and if the identification is not passed, step 02 is performed.
  • the calling number is automatically recognized by the system and matched with the phone numbers of all the customers pre-stored in the system. If the matching is consistent, it is considered to identify and recall the customer's information and find the corresponding one. Matching seats.
  • the corresponding matching agent is generally a seat that has been contacted and served with the customer one or more times before, and has a one-to-one binding relationship with the client in the system. In the case that the agent has not left the office, generally not Will unbind.
  • the user first prompts to input the calling number, instead of waiting for the calling number to fail, and then prompting the customer to input the calling number, which reduces the number of interactions between the telephone platform and the system, and takes up less resources. It also saves the customer's waiting time for connection when entering the line, improving the user experience.
  • step 011 it is determined whether the first seat matched by the customer is online and idle, and if yes, the first agent is accessed, otherwise step 012 is performed.
  • this step after the system finds the first agent corresponding to the matching of the customer, it is determined whether the first agent is online and idle, and if yes, the automatic route is forwarded to the first agent to answer, if the first agent is not online or busy, then Find the alternate first seat of the first agent, that is, perform the next step.
  • Step 012 Determine whether the candidate first seat of the first agent is online and idle, and if yes, access the candidate first seat, if otherwise, perform step 013.
  • the system finds an alternate first seat of the first agent, determines whether the candidate first seat is online and idle, and if so, automatically routes to the alternate first seat to answer, if the first seat is selected. If you are not online or busy, you will find the first agent and other agents in the team where the first agent is seated, and the skill group, and the next step is performed.
  • the alternate first agent generally belongs to the same team and the same skill group as the first agent.
  • Step 013 Determine whether the second agent of the team where the first agent is located is online and idle, and if yes, access the second agent, if otherwise, perform step 014.
  • the system finds the first agent and the other team in which the first agent is located, and any other agent in the skill group, and judges whether the other seats of the team and the skill group are online and idle, and if so, automatically routes to the other agent. Answer, if the other seats of the team and the skill group are not online or busy, find the team leader of the first agent and the candidate first team and the skill group, and then perform the next step.
  • step 014 it is determined whether the team leader of the team in which the first agent is located is online and idle, and if so, the access team is long, if otherwise, step 03 is performed.
  • the system finds the team leader of the first agent and the candidate first seat, and the team leader of the skill group, and determines whether the team leader is online and idle, and if so, automatically routes to the team leader to answer, if the team leader If it is not online or busy, go to step 03.
  • the system automatically searches for the corresponding first seat, the second seat, the second agent, and the team leader. All the agents defined as familiar with the customer's business are judged whether they are online and idle, if they are seats. If they are not online or idle, the system will not randomly transfer to other agents who are not familiar with the service, and step 03 will be performed.
  • step 02 the ID number input by the customer is identified. If the identification is performed, step 011 is performed, and if the identification is not passed, step 021 is performed.
  • step 01 through the process of step 01 and its sub-steps, the identification of the calling number and the subsequent steps, if the calling number of the customer is the calling number that is very useful for the customer, or reserved with the system If the phone number is inconsistent, but the customer is not a new customer, then the identification number, such as the ID number, needs to be further identified to match the ID number library reserved in the system. If the match is consistent, it is considered to be identified. The information of the customer is called out and the matching partner corresponding to the customer is found, and steps 011 to 014 are executed. If the match is not consistent, the customer is considered to be a new customer, and is randomly assigned to an online and idle agent to answer the call.
  • the identification number such as the ID number
  • step 021 it is determined whether there is an online and idle agent, and if yes, the agent is accessed, otherwise step 03 is performed.
  • the system randomly assigns an online and idle agent to answer the call.
  • the system After the agent is connected, the system generates and displays the client number, phone number, ID card number and other fields of the client, and prompts the agent to complete the entry of other information.
  • Step 03 prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up.
  • the step further includes voice broadcasting the service type and prompting the customer to select a button for the system to establish a callback task according to the service type.
  • step 04 the call is terminated and a task is returned to the client.
  • the system After the system waits for the client to hang up and ends the call, it automatically generates a task to call back to the client.
  • the callback task presets a short-term completion time to ensure that the customer is contacted as soon as possible.
  • Step 05 Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
  • a customer incoming line distribution system is illustrated.
  • the customer incoming line distribution system 10 can be divided into one or more program modules, and one or more program modules are stored in the storage.
  • the medium is executed by one or more processors to complete the application, and the above-described customer incoming line allocation method can be implemented.
  • a program module as referred to in this application refers to a series of computer program instructions that are capable of performing a particular function, and are more suitable than the program itself to describe the execution of the customer incoming line distribution system 10 in a storage medium. The following description will specifically describe the functions of each program module of this embodiment:
  • the calling number identification module 11 is adapted to identify the calling number of the customer entering the line;
  • the agent docking module 12 is configured to determine, when the calling number identification is passed, whether the first seat matched by the customer is online and idle, and if yes, accessing the first agent; determining an alternate first of the first agent Whether the agent is online and idle, if yes, accessing the candidate first agent; determining whether the second agent of the team in which the first agent is located is online and idle, and if so, accessing the second agent; determining the first Whether the team leader of the team is online and idle, and if so, accessing the team leader; and is also suitable for judging whether there is an online and free agent when the calling number and the identification number of the document fail to pass, and if so, accessing the agent;
  • the document number identification module 13 is adapted to identify the ID number input by the customer
  • the prompt information module 14 is adapted to prompt the customer to contact the customer as soon as possible;
  • a task generation module 15 adapted to generate a task for dialing back to the client;
  • the task assignment module 16 is adapted to assign the callback task to the corresponding agent according to the calling number and/or the ID number of the client.
  • the prompt information module 14 is further adapted to voice broadcast the service type and prompt the customer to select a button.
  • a binding module can also be included, adapted to bind the customer's ID number to the calling number.
  • the embodiment further provides a computer device, such as a smart phone, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server or a rack server (including a stand-alone server, or A server cluster consisting of multiple servers).
  • the computer device 20 of this embodiment includes at least but not limited to: a memory 21 and a processor 22 communicably connected to each other through a system bus, as shown in FIG. It is noted that FIG. 3 shows only computer device 20 having components 21-22, but it should be understood that not all illustrated components may be implemented and that more or fewer components may be implemented instead.
  • the memory 21 (ie, the readable storage medium) includes a flash memory, a hard disk, a multimedia card, a card type memory (for example, an SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), Read only memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • memory 21 may be an internal storage unit of computer device 20, such as a hard disk or memory of computer device 20.
  • the memory 21 may also be an external storage device of the computer device 20, such as a plug-in hard disk equipped on the computer device 20, a smart memory card (SMC), and a secure digital (Secure Digital, SD) card, flash card, etc.
  • the memory 21 can also include both internal storage units of the computer device 20 as well as external storage devices thereof.
  • the memory 21 is generally used to store an operating system installed in the computer device 20 and various types of application software, such as the program code of the customer incoming line distribution system 10 of the second embodiment. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.
  • Processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
  • the processor 22 is typically used to control the overall operation of the computer device 20.
  • the processor 22 is configured to run program code or process data stored in the memory 21, such as running the customer incoming line distribution system 10 and the like.
  • the embodiment further provides a computer readable storage medium such as a flash memory, a hard disk, a multimedia card, a card type memory (for example, SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), and only Read memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, server, App application store, etc., on which a computer program is stored.
  • the program implements the corresponding function when executed by the processor.
  • the computer readable storage medium of this embodiment is used to store the customer incoming line distribution system 10, and when executed by the processor, implements the customer incoming line allocation method of the first embodiment.
  • the customer incoming line allocation method of this embodiment is based on the first embodiment, and includes the following steps:
  • Step 01 Identify the calling number of the customer incoming line, and prompt the customer to input the ID number and record. If the calling number passes the identification, step 011 is performed, and if the identification is not passed, step 02 is performed.
  • the calling number is automatically recognized by the system and matched with the phone numbers of all the customers pre-stored in the system. If the matching is consistent, it is considered to identify and recall the customer's information and find the corresponding one. Matching seats.
  • step 011 it is determined whether the first seat matched by the customer is online and idle, and if yes, the first agent is accessed, otherwise step 012 is performed.
  • this step after the system finds the first agent corresponding to the matching of the customer, it is determined whether the first agent is online and idle, and if yes, the automatic route is forwarded to the first agent to answer, if the first agent is not online or busy, then Find the alternate first seat of the first agent, that is, perform the next step.
  • Step 012 Determine whether the candidate first seat of the first agent is online and idle, and if yes, access the candidate first seat, if otherwise, perform step 013.
  • the system finds an alternate first seat of the first agent, determines whether the candidate first seat is online and idle, and if so, automatically routes to the alternate first seat to answer, if the first seat is selected. If you are not online or busy, you will find the first agent and other agents in the team where the first agent is seated, and the skill group, and the next step is performed.
  • the alternate first agent generally belongs to the same team and the same skill group as the first agent.
  • Step 013 Determine whether the second agent of the team where the first agent is located is online and idle, and if yes, access the second agent, if otherwise, perform step 014.
  • the system finds the first agent and the other team in which the first agent is located, and any other agent in the skill group, and judges whether the other seats of the team and the skill group are online and idle, and if so, automatically routes to the other agent. Answer, if the other seats of the team and the skill group are not online or busy, find the team leader of the first agent and the candidate first team and the skill group, and then perform the next step.
  • step 014 it is determined whether the team leader of the team where the first agent is located is online and idle, and if yes, the team leader is accessed, otherwise, step 03 is performed.
  • the system finds the team leader of the first agent and the candidate first seat, and the team leader of the skill group, and determines whether the team leader is online and idle, and if so, automatically routes to the team leader to answer, if the team leader If it is not online or busy, go to step 03.
  • the system automatically searches for the corresponding first seat, the second seat, the second agent, and the team leader. All the agents defined as familiar with the customer's business are judged whether they are online and idle, if they are seats. If they are not online or idle, the system will not randomly transfer to other agents who are not familiar with the service, and step 03 will be performed.
  • Step 02 Identify the ID number entered by the customer, and if it is identified, bind the ID number to the calling number dialed by the customer, so that the customer can be identified when dialing in the next time using the calling number. Go out and go to step 011. If the identification is not passed, go to step 021.
  • step 01 through the process of step 01 and its sub-steps, the identification of the calling number and the subsequent steps, if the calling number of the customer is the calling number that is very useful for the customer, or reserved with the system If the phone number is inconsistent, but the customer is not a new customer, then the calling number, such as the ID number, needs to be identified to match the ID card number reserved in the system. If the match is consistent, it is considered to be identified and adjusted. The information of the customer is found, and the matching partner corresponding to the customer is found, and steps 011 to 014 are executed. If the match is not consistent, the customer is considered to be a new customer, and is randomly assigned to an online and idle agent to answer the call.
  • the calling number such as the ID number
  • step 021 it is determined whether there is an online and idle agent, and if yes, the agent is accessed, otherwise step 03 is performed.
  • the system randomly assigns an online and idle agent to answer the call.
  • the system After the agent is connected, the system generates and displays the client number, phone number, ID card number and other fields of the client, and prompts the agent to complete the entry of other information.
  • Step 03 prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up.
  • the step further includes voice broadcasting the service type and prompting the customer to select a button for the system to establish a callback task according to the service type.
  • step 04 the call is terminated and a task is returned to the client.
  • the system After the system waits for the client to hang up and ends the call, it automatically generates a task to call back to the client.
  • the callback task presets a short-term completion time to ensure that the customer is contacted as soon as possible.
  • Step 05 Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
  • the callback task is assigned to the agent corresponding to the customer, that is, the first agent; and second, if the calling number is If the identification of the document number fails, the callback task is assigned to the agent who is online and has the least amount of tasks according to the type of service selected by the customer before hang up.
  • the method further includes a step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, pushing the reminder and prioritizing the callback task; for the second case, further including the step 06. Monitor whether the agent completes the callback task within a preset time. If not, the callback task is assigned to other agents who are online and have the least amount of current tasks (preferably, the agents who are not completed tasks are the same) The team, the skill group's agent, because of the type of business selected by the customer, and prioritize the callback task.

Abstract

本申请提供的客户进线分配方法、系统、计算机设备及存储介质，通过主叫号码识别和证件号码识别，依次查找第一坐席、备选第一坐席、团队中第二坐席、团队长、其他任一坐席等是否在线且空闲，为客户选择匹配度高的坐席，以尽可能解决客户的需求；并且在没有坐席提供接入的情况下，设置回拨/内呼任务，提醒对应坐席及时联系客户。同时，本申请在客户进线后先提示客户输入证件号码，省去了一次电话平台与系统的交互次数，节省了时间和资源，也提高了用户体验。

Description

客户进线分配方法、系统、计算机设备及存储介质
本申请申明享有2017年10月26日递交的申请号为CN2017110377915、名称为“客户进线分配方法、系统、计算机设备及存储介质”的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
本申请涉及客户管理技术领域，尤其涉及一种客户进线分配方法、系统、计算机设备及存储介质。
背景技术
呼叫中心系统作为企业和用户终端保持紧密联系的无形服务窗口，在产品宣传、产品销售、技术支持、售后服务、咨询和投诉等方面起着越来越重要的作用，在企业的经营活动中扮演着越来越重要的角色。
坐席服务是呼叫中心系统为客户提供服务的一种重要方式，坐席服务是指坐席人员通过呼叫中心的支撑系统为客户提供相应的服务的过程。
坐席一般是接听咨询电话回答问题的客服人员，是客户与公司之间的重要桥梁。当客户主动拨打咨询电话、客服热线时，一般是随机分配到一个坐席的，这种随机分配的方式没有考虑到客户的个性化需求。比如说，某一个经常用到某一特殊业务的用户，当他呼入呼叫中心时，电话有可能被分配到某一个不熟悉这一块特殊业务的接待坐席，而熟悉这一块特殊业务的接待坐席却处于空闲状态。从这一情况中可以看出，随机分配的方式显然无法实现资源的充分利用和高效配置。
另一方面，有一些呼叫中心在客户进线时会先根据手机号码识别客户再 根据客户IVR提示输入身份证号码识别客户，导致电话平台与系统交互次数过多，每次交互都是需要时间和占用资源，可能会导致客户在进线电话时等待接通时间过长。
发明内容
本申请的目的是提供一种客户进线分配方法、系统、计算机设备及存储介质，用于解决现有技术存在的问题。
为实现上述目的，本申请提供一种客户进线分配方法，包括以下步骤：
步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录，若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02；
步骤011，判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席，若否则执行步骤012；
步骤012，判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席，若否则执行步骤013；
步骤013，判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席，若否则执行步骤014；
步骤014，判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长，若否则执行步骤03；
步骤02，识别客户输入的证件号码，若通过识别则执行步骤011，若未通过识别则执行步骤021；
步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03；
步骤03，提示客户将会尽快联系客户，等待客户挂机；
步骤04，结束通话，生成回拨给所述客户的任务；
步骤05，根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
为实现上述目的，本申请还提供一种客户进线分配系统，其包括：
主叫号码识别模块，适于识别客户进线的主叫号码；
坐席对接模块，适于在主叫号码识别通过时判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席；判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席；判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席；判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长；还适于在主叫号码和证件号码识别未通过时判断是否有在线且空闲的坐席，若是则接入该坐席；
证件号码识别模块，适于识别客户输入的证件号码；
提示信息模块，适于提示客户将会尽快联系客户；
任务生成模块，适于生成回拨给所述客户的任务；
任务分配模块，适于根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
为实现上述目的，本申请还提供一种计算机设备，包括存储器、处理器以及存储在存储器上并可在处理器上运行的计算机程序，所述处理器执行所述程序时实现以下步骤：
步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录，若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02；
步骤011，判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接 入所述第一坐席，若否则执行步骤012；
步骤012，判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席，若否则执行步骤013；
步骤013，判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席，若否则执行步骤014；
步骤014，判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长，若否则执行步骤03；
步骤02，识别客户输入的证件号码，若通过识别则执行步骤011，若未通过识别则执行步骤021；
步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03；
步骤03，提示客户将会尽快联系客户，等待客户挂机；
步骤04，结束通话，生成回拨给所述客户的任务；
步骤05，根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
为实现上述目的，本申请还提供计算机可读存储介质，其上存储有计算机程序，所述程序被处理器执行时实现以下步骤：
步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录，若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02；
步骤011，判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席，若否则执行步骤012；
步骤012，判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席，若否则执行步骤013；
步骤013，判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席，若否则执行步骤014；
步骤014，判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长，若否则执行步骤03；
步骤02，识别客户输入的证件号码，若通过识别则执行步骤011，若未通过识别则执行步骤021；
步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03；
步骤03，提示客户将会尽快联系客户，等待客户挂机；
步骤04，结束通话，生成回拨给所述客户的任务；
步骤05，根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
本申请提供的客户进线分配方法、系统、计算机设备及存储介质，通过主叫号码识别和证件号码识别，依次查找第一坐席、备选第一坐席、团队中第二坐席、团队长、其他任一坐席等是否在线且空闲，为客户选择匹配度高的坐席，以尽可能解决客户的需求；并且在没有坐席提供接入的情况下，设置回拨/内呼任务，提醒对应坐席及时联系客户。同时，在客户进线后先提示客户输入证件号码，省去了一次电话平台与系统的交互次数，节省了时间和资源，也提高了用户体验。
附图说明
图1为本申请客户进线分配方法实施例一的流程图；
图2为本申请客户进线分配系统实施例一的程序模块示意图；
图3为本申请客户进线分配系统实施例一的硬件结构示意图；
图4为本申请客户进线分配方法实施例二的流程图。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅用以解释本申请，并不用于限定本申请。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
本申请提供的客户进线分配方法、系统、计算机设备及存储介质，适用于为客户主动进线提供最熟悉相关业务的坐席接入，提高用户体验。本申请通过主叫号码识别和证件号码识别，依次查找第一坐席、备选第一坐席、团队中第二坐席、团队长、其他任一坐席等是否在线且空闲，为客户选择匹配度高的坐席，以尽可能解决客户的需求；并且在没有坐席提供接入的情况下，设置回拨/内呼任务，提醒对应坐席及时联系客户。同时，在客户进线后先提示客户输入证件号码，省去了一次电话平台与系统的交互次数，节省了时间和资源，也提高了用户体验。
实施例一
请参阅图1，本实施例的一种客户进线分配方法，包括以下步骤：
步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录，若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02。
本步骤中，主叫号码由系统自动识别，并与系统内预存的所有客户的电话号码进行匹配，如果匹配到一致的，则认为通过识别，并调出该客户的信 息以及找到该客户所对应匹配的坐席。该对应匹配的坐席一般是前一次或多次与该客户联系过、服务过的坐席，并在系统中与客户建立了一对一的绑定关系，在该坐席未离职的情况下，一般不会解除绑定。
本步骤中，在客户进线后先提示输入主叫号码，而不用等到主叫号码识别失败后再提示客户输入主叫号码，减少了一次电话平台与系统的交互次数，占用资源较小，同时也节省了客户在进线时等待接通的时长，提高用户体验。
步骤011，判断客户对应匹配的第一坐席是否在线且空闲，若是则接入第一坐席，若否则执行步骤012。
本步骤中，系统找到该客户对应匹配的第一坐席后，判断该第一坐席是否在线且空闲，如果是的话就自动路由转接至第一坐席接听，如果第一坐席不在线或繁忙，则寻找到第一坐席的备选第一坐席，即执行下一步骤。
步骤012，判断第一坐席的备选第一坐席是否在线且空闲，若是则接入备选第一坐席，若否则执行步骤013。
本步骤中，系统找到第一坐席的备选第一坐席，判断该备选第一坐席是否在线且空闲，如果是的话就自动路由转接至备选第一坐席接听，如果备选第一坐席不在线或繁忙，则寻找到第一坐席和备选第一坐席所在团队、技能组的其他坐席，即执行下一步骤。备选第一坐席一般与第一坐席属于同一团队、同一技能组。
步骤013，判断第一坐席所在团队的第二坐席是否在线且空闲，若是则接入第二坐席，若否则执行步骤014。
本步骤中，系统找到第一坐席和备选第一坐席所在团队、技能组的任一其他坐席，判断团队、技能组其他坐席是否在线且空闲，如果是的话就自动路由转接至该其他坐席接听，如果团队、技能组的其他坐席都不在线或繁忙，则寻找到第一坐席和备选第一坐席所在团队、技能组的团队长，即执行下一 步骤。
步骤014，判断第一坐席所在团队的团队长是否在线且空闲，若是则接入团队长，若否则执行步骤03。
本步骤中，系统找到第一坐席和备选第一坐席所在团队、技能组的团队长，判断该团队长是否在线且空闲，如果是的话就自动路由转接至该团队长接听，如果团队长不在线或繁忙，则执行步骤03。到本步骤为止，系统依次自动搜寻了对应匹配的第一坐席、备选第一坐席、第二坐席、团队长，所有定义为熟悉该客户业务的坐席依次被判断是否在线且空闲，如果这些坐席都不在线或空闲，那么系统不会随机转接到其他不熟悉该业务的坐席接听，而执行步骤03。
步骤02，识别客户输入的证件号码，若通过识别则执行步骤011，若未通过识别则执行步骤021。
本步骤中，通过步骤01及其子步骤的过程，系对主叫号码的识别及后续步骤，如果客户的该次主叫号码是该客户非常用的主叫号码，或与系统中预留的电话号码不一致，但该客户又不是新客户，那么需要进一步识别证件号码，如身份证号码，以对系统中预留的身份证号码库进行匹配，如果匹配到一致的，则认为通过识别，并调出该客户的信息以及找到该客户所对应匹配的坐席，进而执行步骤011～014。如果未匹配到一致的，则认为该客户是新客户，采用随机分配的原则，随机分配给在线且空闲的坐席接听。
步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03。
本步骤中，系统随机分配给在线且空闲的坐席接听，坐席接通后，系统生成并显示给坐席该客户的客户号、电话号码、身份证号码等字段，并提示坐席完成其他信息的录入。
步骤03，提示客户将会尽快联系客户，等待客户挂机。
本步骤中，所有被认为熟悉该客户业务的坐席及团队长均不在线或繁忙，系统自动播报提醒客户，将会尽快联系客户，并等待客户挂机。较佳地，本步骤还包括语音播报业务类型并提示客户按键选择，以供系统根据业务类型建立回拨任务。
步骤04，结束通话，生成回拨给客户的任务。
本步骤中，系统等待客户挂机并结束通话后，自动生成一个回拨给客户的任务。较佳地，该回拨任务预设一个短期完成时间，以确保客户尽快被联系到。
步骤05，根据客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
请继续参阅图2，示出了一种客户进线分配系统，在本实施例中，客户进线分配系统10可以被分割成一个或多个程序模块，一个或者多个程序模块被存储于存储介质中，并由一个或多个处理器所执行，以完成本申请，并可实现上述客户进线分配方法。本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段，比程序本身更适合于描述客户进线分配系统10在存储介质中的执行过程。以下描述将具体介绍本实施例各程序模块的功能：
主叫号码识别模块11，适于识别客户进线的主叫号码；
坐席对接模块12，适于在主叫号码识别通过时判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席；判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席；判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席；判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长； 还适于在主叫号码和证件号码识别未通过时判断是否有在线且空闲的坐席，若是则接入该坐席；
证件号码识别模块13，适于识别客户输入的证件号码；
提示信息模块14，适于提示客户将会尽快联系客户；
任务生成模块15，适于生成回拨给所述客户的任务；
任务分配模块16，适于根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
其中，提示信息模块14还适于语音播报业务类型并提示客户按键选择。还可包括绑定模块，适于将客户的证件号码与主叫号码进行绑定。
本实施例还提供一种计算机设备，如可以执行程序的智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机柜式服务器(包括独立的服务器，或者多个服务器所组成的服务器集群)等。本实施例的计算机设备20至少包括但不限于：可通过系统总线相互通信连接的存储器21、处理器22，如图3所示。需要指出的是，图3仅示出了具有组件21-22的计算机设备20，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。
本实施例中，存储器21(即可读存储介质)包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，存储器21可以是计算机设备20的内部存储单元，例如该计算机设备20的硬盘或内存。在另一些实施例中，存储器21也可以是计算机设备20的外部存储设备，例如该计算机设备20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。当然，存储器21还可以既包括计算机设备20的内部存储单元也包括其外部存储设备。本实施例中，存储器21通常用于存储安装于计算机设备20的操作系统和各类应用软件，例如实施例二的客户进线分配系统10的程序代码等。此外，存储器21还可以用于暂时地存储已经输出或者将要输出的各类数据。
处理器22在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器22通常用于控制计算机设备20的总体操作。本实施例中，处理器22用于运行存储器21中存储的程序代码或者处理数据，例如运行客户进线分配系统10等。
本实施例还提供一种计算机可读存储介质，如闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘、服务器、App应用商城等等，其上存储有计算机程序，程序被处理器执行时实现相应功能。本实施例的计算机可读存储介质用于存储客户进线分配系统10，被处理器执行时实现实施例一的客户进线分配方法。
实施例二
请参阅图4，本实施例的客户进线分配方法以实施例一为基础，包括以下步骤：
步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录， 若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02。
本步骤中，主叫号码由系统自动识别，并与系统内预存的所有客户的电话号码进行匹配，如果匹配到一致的，则认为通过识别，并调出该客户的信息以及找到该客户所对应匹配的坐席。
步骤011，判断客户对应匹配的第一坐席是否在线且空闲，若是则接入第一坐席，若否则执行步骤012。
本步骤中，系统找到该客户对应匹配的第一坐席后，判断该第一坐席是否在线且空闲，如果是的话就自动路由转接至第一坐席接听，如果第一坐席不在线或繁忙，则寻找到第一坐席的备选第一坐席，即执行下一步骤。
步骤012，判断第一坐席的备选第一坐席是否在线且空闲，若是则接入备选第一坐席，若否则执行步骤013。
本步骤中，系统找到第一坐席的备选第一坐席，判断该备选第一坐席是否在线且空闲，如果是的话就自动路由转接至备选第一坐席接听，如果备选第一坐席不在线或繁忙，则寻找到第一坐席和备选第一坐席所在团队、技能组的其他坐席，即执行下一步骤。备选第一坐席一般与第一坐席属于同一团队、同一技能组。
步骤013，判断第一坐席所在团队的第二坐席是否在线且空闲，若是则接入第二坐席，若否则执行步骤014。
本步骤中，系统找到第一坐席和备选第一坐席所在团队、技能组的任一其他坐席，判断团队、技能组其他坐席是否在线且空闲，如果是的话就自动路由转接至该其他坐席接听，如果团队、技能组的其他坐席都不在线或繁忙，则寻找到第一坐席和备选第一坐席所在团队、技能组的团队长，即执行下一步骤。
步骤014，判断第一坐席所在团队的团队长是否在线且空闲，若是则接入 团队长，若否则执行步骤03。
本步骤中，系统找到第一坐席和备选第一坐席所在团队、技能组的团队长，判断该团队长是否在线且空闲，如果是的话就自动路由转接至该团队长接听，如果团队长不在线或繁忙，则执行步骤03。到本步骤为止，系统依次自动搜寻了对应匹配的第一坐席、备选第一坐席、第二坐席、团队长，所有定义为熟悉该客户业务的坐席依次被判断是否在线且空闲，如果这些坐席都不在线或空闲，那么系统不会随机转接到其他不熟悉该业务的坐席接听，而执行步骤03。
步骤02，识别客户输入的证件号码，若通过识别则将该证件号码与客户该次拨入的主叫号码进行绑定，以使客户在下次使用该主叫号码进行拨入时，能够被识别出，并执行步骤011，若未通过识别则执行步骤021。
本步骤中，通过步骤01及其子步骤的过程，系对主叫号码的识别及后续步骤，如果客户的该次主叫号码是该客户非常用的主叫号码，或与系统中预留的电话号码不一致，但该客户又不是新客户，那么需要识别主叫号码如身份证号码，以对系统中预留的身份证号码库进行匹配，如果匹配到一致的，则认为通过识别，并调出该客户的信息以及找到该客户所对应匹配的坐席，进而执行步骤011～014。如果未匹配到一致的，则认为该客户是新客户，采用随机分配的原则，随机分配给在线且空闲的坐席接听。
步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03。
本步骤中，系统随机分配给在线且空闲的坐席接听，坐席接通后，系统生成并显示给坐席该客户的客户号、电话号码、身份证号码等字段，并提示坐席完成其他信息的录入。
步骤03，提示客户将会尽快联系客户，等待客户挂机。
本步骤中，所有被认为熟悉该客户业务的坐席及团队长均不在线或繁忙，系统自动播报提醒客户，将会尽快联系客户，并等待客户挂机。较佳地，本步骤还包括语音播报业务类型并提示客户按键选择，以供系统根据业务类型建立回拨任务。
步骤04，结束通话，生成回拨给客户的任务。
本步骤中，系统等待客户挂机并结束通话后，自动生成一个回拨给客户的任务。较佳地，该回拨任务预设一个短期完成时间，以确保客户尽快被联系到。
步骤05，根据客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
本步骤中，包括两种情况：其一，若主叫号码或证件号码识别通过，则将该回拨任务分配给与该客户对应匹配的坐席，即第一坐席；其二，若主叫号码和证件号码识别未通过，则根据客户在挂机前按提示选择的业务类型将该回拨任务分配给在线且当前任务量最少的坐席。
针对第一种情况，还包括步骤06，在预设时间内监控坐席是否完成回拨任务，若未完成，则推送提醒并将该回拨任务提升优先级；针对第二种情况，还包括步骤06，在预设时间内监控坐席是否完成回拨任务，若未完成，则将该回拨任务转分配给其他在线且当前任务量最少的坐席(较佳地为与未完成任务的坐席属于同一团队、技能组的坐席，因同属客户选择的业务类型)，并将该回拨任务提升优先级。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通 过硬件，但很多情况下前者是更佳的实施方式。
以上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，凡是利用本申请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，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种客户进线分配方法，其特征在于，包括以下步骤：
    步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录，若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02；
    步骤011，判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席，若否则执行步骤012；
    步骤012，判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席，若否则执行步骤013；
    步骤013，判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席，若否则执行步骤014；
    步骤014，判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长，若否则执行步骤03；
    步骤02，识别客户输入的证件号码，若通过识别则执行步骤011，若未通过识别则执行步骤021；
    步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03；
    步骤03，提示客户将会尽快联系客户，等待客户挂机；
    步骤04，结束通话，生成回拨给所述客户的任务；
    步骤05，根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
  2. 根据权利要求1所述的客户进线分配方法，其特征在于：步骤02中若通过识别则还包括将该客户的证件号码与主叫号码进行绑定。
  3. 根据权利要求1所述的客户进线分配方法，其特征在于：步骤05包 括，若主叫号码或证件号码识别通过，则将该回拨任务分配给与该客户对应匹配的坐席。
  4. 根据权利要求3所述的客户进线分配方法，其特征在于：还包括步骤06，在预设时间内监控坐席是否完成回拨任务，若未完成，则推送提醒并将该回拨任务提升优先级。
  5. 根据权利要求1所述的客户进线分配方法，其特征在于：步骤05还包括，若主叫号码和证件号码识别未通过，则将该回拨任务分配给在线且当前任务量最少的坐席。
  6. 根据权利要求5所述的客户进线分配方法，其特征在于：步骤03还包括语音播报业务类型并提示客户按键选择；步骤05还包括根据客户选择的业务类型将回拨任务分配给在线且当前任务量最少的坐席。
  7. 根据权利要求6所述的客户进线分配方法，其特征在于：还包括步骤06，在预设时间内监控坐席是否完成回拨任务，若未完成，则将该回拨任务转分配给其他在线且当前任务量最少的坐席，并将该回拨任务提升优先级。
  8. 一种客户进线分配系统，其特征在于，其包括：
    主叫号码识别模块，适于识别客户进线的主叫号码；
    坐席对接模块，适于在主叫号码识别通过时判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席；判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席；判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席；判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长；还适于在主叫号码和证件号码识别未通过时判断是否有在线且空闲的坐席，若是则接入该坐席；
    证件号码识别模块，适于识别客户输入的证件号码；
    提示信息模块，适于提示客户将会尽快联系客户；
    任务生成模块，适于生成回拨给所述客户的任务；
    任务分配模块，适于根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
  9. 一种计算机设备，计算机设备，包括存储器、处理器以及存储在存储器上并可在处理器上运行的计算机程序，所述处理器执行所述程序时实现以下步骤：
    步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录，若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02；
    步骤011，判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席，若否则执行步骤012；
    步骤012，判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席，若否则执行步骤013；
    步骤013，判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是则接入所述第二坐席，若否则执行步骤014；
    步骤014，判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长，若否则执行步骤03；
    步骤02，识别客户输入的证件号码，若通过识别则执行步骤011，若未通过识别则执行步骤021；
    步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03；
    步骤03，提示客户将会尽快联系客户，等待客户挂机；
    步骤04，结束通话，生成回拨给所述客户的任务；
    步骤05，根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给 对应的坐席。
  10. 根据权利要求9所述的计算机设备，其特征在于：步骤02中若通过识别则还包括将该客户的证件号码与主叫号码进行绑定。
  11. 根据权利要求9所述的计算机设备，其特征在于：步骤05包括，若主叫号码或证件号码识别通过，则将该回拨任务分配给与该客户对应匹配的坐席。
  12. 根据权利要求11所述的计算机设备，其特征在于：还包括步骤06，在预设时间内监控坐席是否完成回拨任务，若未完成，则推送提醒并将该回拨任务提升优先级。
  13. 根据权利要求9所述的计算机设备，其特征在于：步骤05还包括，若主叫号码和证件号码识别未通过，则将该回拨任务分配给在线且当前任务量最少的坐席。
  14. 根据权利要求13所述的计算机设备，其特征在于：步骤03还包括语音播报业务类型并提示客户按键选择；步骤05还包括根据客户选择的业务类型将回拨任务分配给在线且当前任务量最少的坐席。
  15. 一种计算机可读存储介质，其上存储有计算机程序，其特征在于：所述程序被处理器执行时实现以下步骤：
    步骤01，识别客户进线的主叫号码，并提示客户输入证件号码并记录，若主叫号码通过识别则执行步骤011，若未通过识别则执行步骤02；
    步骤011，判断所述客户对应匹配的第一坐席是否在线且空闲，若是则接入所述第一坐席，若否则执行步骤012；
    步骤012，判断所述第一坐席的备选第一坐席是否在线且空闲，若是则接入所述备选第一坐席，若否则执行步骤013；
    步骤013，判断所述第一坐席所在团队的第二坐席是否在线且空闲，若是 则接入所述第二坐席，若否则执行步骤014；
    步骤014，判断所述第一坐席所在团队的团队长是否在线且空闲，若是则接入所述团队长，若否则执行步骤03；
    步骤02，识别客户输入的证件号码，若通过识别则执行步骤011，若未通过识别则执行步骤021；
    步骤021，判断是否有在线且空闲的坐席，若是则接入该坐席，若否则执行步骤03；
    步骤03，提示客户将会尽快联系客户，等待客户挂机；
    步骤04，结束通话，生成回拨给所述客户的任务；
    步骤05，根据所述客户的主叫号码和/或证件号码，将该回拨任务分配给对应的坐席。
  16. 根据权利要求15所述的计算机可读存储介质，其特征在于：步骤02中若通过识别则还包括将该客户的证件号码与主叫号码进行绑定。
  17. 根据权利要求15所述的计算机可读存储介质，其特征在于：步骤05包括，若主叫号码或证件号码识别通过，则将该回拨任务分配给与该客户对应匹配的坐席。
  18. 根据权利要求17所述的计算机可读存储介质，其特征在于：还包括步骤06，在预设时间内监控坐席是否完成回拨任务，若未完成，则推送提醒并将该回拨任务提升优先级。
  19. 根据权利要求15所述的计算机可读存储介质，其特征在于：步骤05还包括，若主叫号码和证件号码识别未通过，则将该回拨任务分配给在线且当前任务量最少的坐席。
  20. 根据权利要求19所述的计算机可读存储介质，其特征在于：步骤03还包括语音播报业务类型并提示客户按键选择；步骤05还包括根据客户选 择的业务类型将回拨任务分配给在线且当前任务量最少的坐席。
PCT/CN2018/076432 2017-10-26 2018-02-12 客户进线分配方法、系统、计算机设备及存储介质 WO2019080416A1 (zh)

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