WO2019127891A1 - 一种呼入分配方法、电子装置及计算机可读存储介质 - Google Patents

一种呼入分配方法、电子装置及计算机可读存储介质 Download PDF

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WO2019127891A1
WO2019127891A1 PCT/CN2018/077389 CN2018077389W WO2019127891A1 WO 2019127891 A1 WO2019127891 A1 WO 2019127891A1 CN 2018077389 W CN2018077389 W CN 2018077389W WO 2019127891 A1 WO2019127891 A1 WO 2019127891A1
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Prior art keywords
user
agent
incoming
proceed
module
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PCT/CN2018/077389
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English (en)
French (fr)
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牛华
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平安科技（深圳）有限公司
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • 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 an incoming call distribution method, and in particular, to an incoming call distribution method, an electronic device, and a computer readable storage medium.
  • Priority allocation to idle agents that is, when an incoming call request is received, the request is preferentially assigned to a free agent without an incoming call
  • Randomly assigned if there are multiple
  • the incoming call request is randomly selected and randomly assigned to the idle agent. Both of the two allocation methods are different in the matching of the incoming call and the agent, and the agent cannot provide the service to the customer well.
  • the service especially for the interrupted user who initiates the call again, according to the above-mentioned allocation rule, the agent who needs to be re-allocated re-understands the personal information and the business situation of the user, resulting in a decline in the quality of the agent service and low efficiency of the business processing.
  • the purpose of the present application is to provide an incoming call distribution method, an electronic device, and a computer readable storage medium, thereby further overcoming the problems existing in the prior art to some extent.
  • the application provides an incoming call distribution method, including the following steps:
  • Step 01 Collect incoming data of the incoming user
  • Step 02 determining whether the incoming user belongs to the first incoming user, if yes, proceed to step 03, and if not, proceed to step 04;
  • Step 03 Perform agent allocation on the incoming user according to a preset first allocation policy.
  • Step 04 determining whether the incoming user belongs to the disconnected reconnect user, if yes, proceed to step 05, and if not, proceed to step 06;
  • Step 05 Perform agent allocation on the disconnected reconnect user according to the preset second allocation policy
  • Step 06 Assign to the idle agent according to the user level of the incoming user.
  • the application further provides an electronic device comprising a memory and a processor, the memory for storing an incoming call distribution system executed by the processor, the call-in distribution system comprising:
  • the data collection module the user collects the incoming data, the service data of the incoming user, and the service data of the agent;
  • the user determines whether the incoming user belongs to the first incoming user, the non-first incoming user, and whether the non-first incoming user belongs to the disconnected reconnect user;
  • the agent allocation module is configured to allocate the incoming user to the matching agent according to a preset allocation policy.
  • the present application also provides a computer readable storage medium having stored therein an incoming call distribution system, the call distribution system being executable by at least one processor to cause the at least one processor Perform the following steps for the incoming call distribution method:
  • Step 01 Collect incoming data of the incoming user
  • Step 02 determining whether the incoming user belongs to the first incoming user, if yes, proceed to step 03, and if not, proceed to step 04;
  • Step 03 Perform agent allocation on the incoming user according to a preset first allocation policy.
  • Step 04 determining whether the incoming user belongs to the disconnected reconnect user, if yes, proceed to step 05, and if not, proceed to step 06;
  • Step 05 Perform agent allocation on the disconnected reconnect user according to the preset second allocation policy
  • Step 06 Assign to the idle agent according to the user level of the incoming user.
  • the positive effect of the present application is that the present application classifies incoming users and provides corresponding allocation policies for different types of incoming users, in particular, providing targeted agent allocation strategies for first-time incoming users and disconnected reconnected users. It is convenient to provide business services in a timely, effective and targeted manner, avoiding repeated work of users and improving customer satisfaction.
  • FIG. 1 is a flow chart showing an embodiment of the call incoming distribution method of the present application.
  • FIG. 2 is a flow chart showing still another embodiment of the call incoming distribution method of the present application.
  • FIG. 3 shows a flow chart of still another embodiment of the call incoming distribution method of the present application.
  • FIG. 4 is a flow chart showing still another embodiment of the call incoming distribution method of the present application.
  • FIG. 5 is a schematic diagram showing the program modules of an embodiment of the call incoming distribution system of the present application.
  • FIG. 6 is a schematic diagram of a program module of still another embodiment of the call incoming distribution system of the present application.
  • FIG. 7 is a block diagram showing a program module of still another embodiment of the call incoming distribution system of the present application.
  • FIG. 8 is a schematic diagram showing the hardware architecture of an embodiment of an electronic device of the present application.
  • an incoming call distribution method including the following steps:
  • Step 01 Collect incoming data of the incoming user
  • the data collection module collects the basic incoming data of the incoming user from the background database of the system according to the incoming number, the user ID, or the ID, including the incoming time, frequency, and incoming call duration, and collects the data.
  • the incoming call data is sent to the judging module, and is used to determine that the incoming user belongs to the first incoming user or the non-first incoming user.
  • Step 02 determining whether the incoming user belongs to the first incoming user, if yes, proceed to step 03, and if not, proceed to step 04;
  • the user is determined to be the first incoming user according to the historical incoming call time of the user. If the user has at least one incoming call request before the current incoming call, the user is not the first incoming user, and if the user is in the incoming call If there is no historical incoming call request, it is the first incoming user, and the first time and the non-first incoming user are marked separately to perform the assignment of the agents according to their respective default allocation policies.
  • Step 03 Perform agent assignment to the first incoming user according to the preset first allocation policy
  • the agent allocation according to the first allocation policy includes the following sub-steps:
  • Step 3-1 Collect service data of the agent, including agent business volume, response time, and user evaluation data;
  • the agent business history record is retrieved from the background system database, including historical call records, user feedback records, and other related business records, and the agent's business volume, corresponding time, and user evaluation data are collected from the business records.
  • Step 3-2 Calculate the service skill value of the agent according to the service data of the agent, and perform priority classification on the agent;
  • the agents are prioritized.
  • the service skill value of each service type represents the degree of extroversion of the service type of the agent.
  • a linear average weighting algorithm is adopted, and three parameters of the agent's traffic volume, response time, and user evaluation are used. The parameters are multiplied by the respective weight ratios and then added to obtain the final business skill value.
  • the average business skill value is obtained by multiplying the business skill value of each business type by the weight ratio of the business type.
  • Business types include life insurance, health insurance, property insurance, auto insurance, etc.
  • the weight of each business type can be set according to the actual business focus of each department, multiplying the business skill value of the agent under each business type by the corresponding weight. After adding, the average business skill value of the agent is obtained. In other embodiments, the business skill value of the agent can also be selected according to the actual application needs to perform linear average weighting calculation.
  • f(x, y, z,%) is the agent business skill value function
  • N is the total number of seats
  • x i , y i , z i represent the agent business volume, user rating, and response time, respectively;
  • ⁇ x , ⁇ y , ⁇ z represent the agent traffic processing dimension, the user score processing dimension, and the response time dimension respectively;
  • k x , k y , k z respectively represent the weight coefficients of different evaluation indicators, and are usually selected according to the needs of various departments.
  • step 3-3 the user is preferentially assigned according to the priority of the agent, and the first incoming user is preferentially assigned to the idle agent with the highest priority.
  • the distribution module After receiving the incoming call distribution request, the distribution module filters the agents in the idle seat in the online agent and sorts the priority of the idle agents. For the first incoming user, the priority is assigned to the agent with the highest priority.
  • screening the agent with higher average business skill value provides services, which is beneficial to provide users with consulting services involving full-service, and improve the success rate of business processing.
  • Step 04 Determine whether the non-first incoming user belongs to the disconnected reconnect user, if yes, proceed to step 05, if no, proceed to step 06;
  • the agent will specifically mark the incoming user after each call. For users who have already provided the service, the agent marks it as completed, and for the user whose call was accidentally interrupted and the service was not provided, the agent marked it.
  • the distribution system identifies the interrupt flag of the user and reminds the corresponding matching agent that the agent can perform targeted service according to the special mark of the user.
  • Step 05 Perform agent allocation on the disconnected reconnect user according to the preset second allocation policy
  • the distribution module performs the agent assignment according to the preset second allocation policy, which specifically includes the following sub-steps:
  • Step 5-1 collecting the user identifier of the disconnected user and the original agent identifier
  • the user identifier of the interrupted user is first collected, including the interrupt flag of the user.
  • the user identification mark, the interruption mark is a mark made by the agent after the last interruption of the last call of the user, and the user identification mark may be a user ID, an ID card number or other identification mark, so that the agent can find the identifier according to the mark.
  • the user's previous incoming call record is interrupted, and the problem left over from the previous call is answered in time.
  • the original agent is marked as the agent's work number. When the user first calls in, the assigned platform will inform the user of the assigned work number, which is convenient for the user to call back later. Timely selection of the original agent to provide services.
  • Step 5-2 determining whether the disconnection reconnection user needs the original agent service, if yes, proceed to step 5-3, and if not, proceed to step 5-4;
  • the distribution module reminds the user whether to select the original agent service through automatic voice. If the user selects the original agent to provide the service, enter the original agent number and proceed to step 5-3 for distribution. If the user does not need the original agent to provide the service, select the reassignment option. Go to step 5-4 for allocation.
  • Step 5-3 Query whether the agent is in an idle state according to the original agent flag, and if yes, assign the disconnection to reconnect the user to the original agent, and if not, remind the user whether to continue waiting, if yes, retain the user The call to the original seat is idle, if not, proceed to step 5-4;
  • the distribution module queries whether the agent is in an idle state according to the provided agent number, and if so, reminds the agent that the basic information of the user is about to be accessed, and connects the user to the agent. If the original agent is providing services for other users, the user is reminded whether the interrupted user chooses to continue to wait. If the user chooses to continue waiting, the user's call is reserved until the original agent is idle. If the user chooses not to wait, the user is selected. Perform the redistribution and proceed to step 5-4 for allocation.
  • step 5-4 the user level is determined according to the user identifier of the incoming user and assigned to the corresponding idle agent.
  • the users in this step are marked as user-level tags.
  • the user level based on the user's historical business data, including high-quality customers, potential customers and ordinary customers, prioritizes the distribution of quality customers and potential customers to free agents.
  • Step 06 Assign to the idle agent according to the user level of the incoming user.
  • This step specifically includes the following sub-steps:
  • Step 6-1 Collect service data of the incoming user and the agent
  • Step 6-2 classify users according to the service data of the user, including high-quality customers, potential customers, and ordinary users, and prioritize the agents according to the service data of the agents;
  • Step 6-3 Priority is assigned to the agent with the highest priority under the corresponding user level according to the user level.
  • the background data center is classified according to the personal information of the incoming user's deposit status, personal credit information, wealth management product information, loan status, etc., and is mainly classified into three types of users, Class A is a quality customer, and Class B is a potential customer. Class C is a normal user.
  • the agents are prioritized.
  • a linear average weighting algorithm is adopted, and for three levels of users A, B, and C, the service skill value of each level user type is based on the service volume and response time of the user served by the agent.
  • the user evaluation three parameters are calculated by linear average weighting. The above three parameters are multiplied by their respective weight ratios to obtain the final business skill value.
  • the average business skill value is based on the business skill value of each user level type. Multiply the weight ratios of this type of user level and add them together.
  • the agent's business skill value may also be selected according to the actual application needs to select other service parameters for linear average weighting calculation. The calculation method of the specific business skill value is described in detail in step 3, and details are not described herein again.
  • an incoming call distribution system 20 is illustrated.
  • the incoming distribution system 20 is partitioned into one or more program modules, one or more program modules being stored in a storage medium. And executed by one or more processors to complete the application.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function, and is more suitable for describing the execution process of the incoming call distribution system 20 in the storage medium than the program itself. The following description will specifically describe the programs of the embodiment. Module features:
  • the data collection module 201 collects the incoming data, the service data, and the service data of the agent.
  • the data collection module 201 collects the basic incoming data of the incoming user from the background database of the system according to the incoming number, the user ID, or the ID, including the incoming time, frequency, and incoming call duration, and The collected incoming data is sent to the determining module, and is used to determine that the incoming user belongs to the first incoming user or the non-first incoming user.
  • the agent's business data is collected, including the agent's business volume, response time, user evaluation data, and the collection of the incoming user's deposit status, personal credit information, wealth management product information, loans and other information data.
  • the incoming user judgment module 202 determines whether the incoming user belongs to the first incoming user, the non-first incoming user, and whether the non-first incoming user belongs to the disconnected reconnect user; and includes the first determining submodule 2021 and the first
  • the second determining sub-module 2022 is configured to determine whether the incoming user is a first incoming user, and the second determining sub-module 2022 is configured to determine whether the incoming user is disconnected. Connect with users.
  • the agent allocation module 203 is configured to allocate the incoming user to the matching agent according to a preset allocation policy.
  • the agent allocation module includes 203: a first distribution sub-module 2031, a second distribution sub-module 2031, and a third distribution sub-module 2033.
  • the first distribution sub-module 2031 is configured to allocate the first-incoming user to the corresponding agent, specifically, perform classification and statistics on the service data of the agent, and calculate a service skill value of the agent in each service type, according to The weight of each service type calculates the average business skill value of the agent, and prioritizes the agents according to the average business skill value of the agent.
  • the service skill value of each service type represents the degree of extroversion of the service type of the agent.
  • a linear average weighting algorithm is adopted, and three parameters of the agent's traffic volume, response time, and user evaluation are used. The parameters are multiplied by the respective weight ratios and then added to obtain the final business skill value.
  • the average business skill value is obtained by multiplying the business skill value of each business type by the weight ratio of the business type.
  • the agent's business skill value may also be selected according to the actual application needs to select other service parameters for linear average weighting calculation.
  • the second distribution sub-module 2032 is configured to allocate the disconnected reconnection user to the corresponding agent. For the user who selects the original agent to provide the service, the second distribution sub-module queries whether the agent is idle according to the provided agent number. Status, if yes, reminding the agent that the basic information of the user is about to be accessed, and accessing the user to the agent, and if the original agent is providing services for other users, reminding the interrupting user whether to choose to continue waiting, If the user chooses to continue to wait, the user's call is reserved until the original agent is idle, and if the user chooses not to wait, the user is reassigned.
  • the third distribution sub-module 2033 is configured to allocate users that are not disconnected. Specifically, the background data center performs level according to personal information such as the deposit status of the incoming user, personal credit information, wealth management product information, and loan status. Classification and labeling, mainly divided into three types of users, Class A is a quality customer, Class B is a potential customer, and Class C is a general user.
  • the agents are prioritized.
  • a linear average weighting algorithm is adopted, and for three levels of users A, B, and C, the service skill value of each level user type is based on the service volume and response time of the user served by the agent.
  • the user evaluation three parameters are calculated by linear average weighting. The above three parameters are multiplied by their respective weight ratios to obtain the final business skill value.
  • the average business skill value is based on the business skill value of each user level type. Multiply the weight ratios of this type of user level and add them together.
  • the agent's business skill value may also be selected according to the actual application needs to select other service parameters for linear average weighting calculation.
  • the first distribution sub-module 2031, the second distribution sub-module 2032, and the third distribution sub-module 2033 further include an agent priority classification unit, configured to prioritize the agents according to the service data of the agent.
  • the embodiment provides an electronic device. It is a schematic diagram of the hardware architecture of an embodiment of the electronic device of the present application.
  • the electronic device 2 is an apparatus capable of automatically performing numerical calculation and/or information processing in accordance with an instruction set or stored in advance.
  • it can be a smartphone, a tablet, a laptop, 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 composed of multiple servers).
  • the electronic device 2 includes at least, but not limited to, a memory 21, a processor 22, a network interface 23, and an incoming call distribution system 20 that are communicably coupled to one another via a system bus. among them:
  • the memory 21 includes at least one type of computer readable storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (eg, SD or DX memory, etc.), a random access memory (RAM), 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.
  • the memory 21 may be an internal storage module of the electronic device 2, such as a hard disk or a memory of the electronic device 2.
  • the memory 21 may also be an external storage device of the electronic device 2, such as a plug-in hard disk equipped on the electronic device 2, a smart memory card (SMC), and a secure digital device. (Secure Digital, SD) card, flash card, etc.
  • the memory 21 can also include both the internal storage module of the electronic device 2 and its external storage device.
  • the memory 21 is generally used to store an operating system installed in the electronic device 2 and various types of application software, such as program codes of the incoming call distribution system 20. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.
  • the 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 electronic device 2, such as performing control and processing associated with data interaction or communication with the electronic device 2.
  • the processor 22 is configured to run program code or process data stored in the memory 21, such as running the incoming call distribution system 20 and the like.
  • the network interface 23 may comprise a wireless network interface or a wired network interface, which is typically used to establish a communication connection between the electronic device 2 and other electronic devices.
  • the network interface 23 is configured to connect the electronic device 2 to an external terminal through a network, establish a data transmission channel, a communication connection, and the like between the electronic device 2 and an external terminal.
  • the network may be an intranet, an Internet, a Global System of Mobile communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, or a 5G network.
  • Wireless or wired networks such as network, Bluetooth, Wi-Fi, etc.
  • Figure 8 shows only the electronic device with components 20-23, but it should be understood that not all illustrated components may be implemented and that more or fewer components may be implemented instead.
  • the incoming distribution system 20 stored in the memory 21 may also be divided into one or more program modules, the one or more program modules being stored in the memory 21, and by one or A plurality of processors (this embodiment is processor 22) are executed to complete the application.
  • FIG. 5 shows a schematic diagram of a program module of the first embodiment of the incoming call distribution system 20.
  • the breakpoint data tracking system 20 can be divided into a data collection module 201 and an incoming user.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function, and is more suitable than the program to describe the execution process of the incoming call distribution system 20 in the electronic device 2.
  • the specific functions of the program modules 201-203 are described in detail in the second embodiment, and details are not described herein again.
  • the embodiment provides a computer readable storage medium on which the incoming call distribution system 20 is stored, and the incoming call distribution system 20 is implemented by one or more processors to implement the above call incoming distribution method. Or the operation of an electronic device.

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Abstract

本申请提供一种呼入分配方法、电子装置及计算机可读存储介质，包括如下步骤：步骤 01、采集呼入用户的呼入数据；步骤 02、判断所述呼入用户是否属于首次呼入用户，若是，则进入步骤03，若否，则进入步骤 04；步骤 03、按预设的第一分配策略对所述呼入用户进行坐席分配；步骤 04、判断所述呼入用户是否属于断线重连用户，若是，则进入步骤 05，若否，则进入步骤 06；步骤 05、按预设的第二分配策略对断线重连用户进行坐席分配；步骤 06、根据呼入用户的用户级别分配至空闲坐席。采用该方法对呼入用户进行分类，尤其是对首次呼入用户和断线重连用户提供针对性的坐席分配策略，便于及时、有效、针对性的提供业务服务，提升客户满意度。

Description

一种呼入分配方法、电子装置及计算机可读存储介质
本申请申明享有2017年12月25日递交的申请号为CN 2017114273084、名称为“一种呼入分配方法、电子装置及计算机可读存储介质”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
本申请涉及一种呼入分配方法，具体涉及一种呼入分配方法、电子装置及计算机可读存储介质。
背景技术
传统的坐席分配方法一般有两种：1)优先分配至空闲坐席，即当收到呼入请求时，优先将该请求分配至没有呼入任务的空闲坐席；2)随机分配，若存在多个呼入请求以及多个空闲坐席时，随机抽取呼入请求并随机分配至空闲坐席，这两种分配方式都在呼入客户与坐席的业务匹配差异性，导致坐席不能很好的为客户提供业务服务，尤其是对于再次发起呼叫的中断用户，若按上述分配规则，则需要再次分配的坐席重新了解该用户的个人信息以及业务情况，导致坐席服务质量下降，业务办理效率低。
发明内容
本申请的目的在于提供一种呼入分配方法、电子装置以及计算机可读存储介质，进而在一定程度上克服现有技术中存在的问题。
本申请是通过下述技术方案来解决上述技术问题：
本申请提供一种呼入分配方法，包括如下步骤：
步骤01、采集呼入用户的呼入数据；
步骤02、判断所述呼入用户是否属于首次呼入用户，若是，则进入步骤03，若否，则进入步骤04；
步骤03、按预设的第一分配策略对所述呼入用户进行坐席分配；
步骤04、判断所述呼入用户是否属于断线重连用户，若是，则进入步骤05，若否，则进入步骤06；
步骤05、按预设的第二分配策略对断线重连用户进行坐席分配；
步骤06、根据呼入用户的用户级别分配至空闲坐席。
本申请还提供一种电子装置，包括存储器和处理器，所述存储器用于存储被处理器执行的呼入分配系统，所述呼入分配系统包括：
数据采集模块，用户采集呼入用户的呼入数据、业务数据，坐席的业务数据；
呼入用户判断模块，用户判断呼入用户是否属于首次呼入用户、非首次呼入用户，以及所述非首次呼入用户是否属于断线重连用户；
坐席分配模块，用于按预设的分配策略将所述呼入用户分配至匹配坐席。
本申请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内存储有呼入分配系统，所述呼入分配系统可被至少一个处理器所执行，以使所述至少一个处理器执行呼入分配方法的以下步骤：
步骤01、采集呼入用户的呼入数据；
步骤02、判断所述呼入用户是否属于首次呼入用户，若是，则进入步骤03，若否，则进入步骤04；
步骤03、按预设的第一分配策略对所述呼入用户进行坐席分配；
步骤04、判断所述呼入用户是否属于断线重连用户，若是，则进入步骤05，若否，则进入步骤06；
步骤05、按预设的第二分配策略对断线重连用户进行坐席分配；
步骤06、根据呼入用户的用户级别分配至空闲坐席。
本申请的积极效果在于：本申请对呼入用户进行分类，并针对不同类型的呼入用户提供相应的分配策略，尤其是对首次呼入用户和断线重连用户提供针对性的坐席分配策略，便于及时、有效、针对性的提供业务服务，避免用户重复劳动，提升客户满意度。
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图3示出了本申请呼入分配方法又一实施例的流程图。
图4示出了本申请呼入分配方法又一实施例的流程图。
图5示出了本申请呼入分配系统一实施例的程序模块示意图。
图6示出了本申请呼入分配系统又一实施例的程序模块示意图。
图7示出了本申请呼入分配系统又一实施例的程序模块示意图。
图8示出了本申请电子装置一实施例的硬件架构示意图。
具体实施方式
实施例一
参阅图1-4，示出了一种呼入分配方法，包括如下步骤：
步骤01、采集呼入用户的呼入数据；
收到用户呼入请求后，数据采集模块根据呼入号码、用户身份证或ID从系统的后台数据库采集呼入用户的基本呼入数据，包括呼入时间、频率、呼入时长，并将采集到的呼入数据发送至判断模块，用于判断所述呼入用户属于首次呼入用户或非首次呼入用户。
步骤02、判断所述呼入用户是否属于首次呼入用户，若是，则进入步骤 03，若否，则进入步骤04；
根据用户的历史呼入时间判断所述用户是否为首次呼入用户，若用户在本次呼入之前有至少一次呼入请求，则该用户为非首次呼入用户，若用户在本次呼入之前没有历史呼入请求，则为首次呼入用户，并对首次和非首次呼入用户分别进行标记以便按照各自预设的分配策略进行坐席的分配。
步骤03、按预设的第一分配策略对首次呼入用户进行坐席分配；
对于首次呼入用户，按照第一分配策略进行坐席分配，具体包括以下子步骤：
步骤3-1、采集坐席的业务数据，包括坐席业务量、响应时间、用户评价数据；
从后台系统数据库中调取坐席业务办理历史记录，包括历史通话记录、用户反馈记录以及其他相关业务记录，从所述业务记录中采集坐席的业务量、相应时间、用户评价数据。
步骤3-2、根据所述坐席的业务数据计算坐席的业务技能值并对所述坐席进行优先级分类；
对所述坐席的业务数据进行分类统计，计算坐席在每种业务类型下的业务技能值，根据每种业务类型的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。每种业务类型下的坐席业务技能值代表坐席对该种业务类型擅长程度，在具体实施例中，采用线性平均加权的算法，针对坐席的业务量、响应时间、用户评价三个参数，上述三个参数分别乘以各自的权重比例再相加得到最终的业务技能值，平均业务技能值根据坐席每种业务类型下的业务技能值乘以该种业务类型的权重比例再相加得到。业务类型包括人寿保险、健康保险、财产保险、车险等，每种业务类型的权重可根据各部门实际业务的侧重点进行设置，将坐席在每种业务类型下的业务技能值乘以相应的权重后再相加即得坐席的平均业务技 能值，在其他实施例中，坐席的业务技能值也可根据实际应用的需要选择其他业务参数进行线性平均加权计算得到。
具体业务技能值的计算公式为：
Figure PCTCN2018077389-appb-000001
其中，
Figure PCTCN2018077389-appb-000002
f(x，y，z，…)为坐席业务技能值函数；
N为坐席总人数；
x i，y i，z i分别代表坐席业务量、用户评分、响应时间；
Figure PCTCN2018077389-appb-000003
分别代表坐席业务量平均值、用户评分平均值、响应时间平均值；
Δ x，Δ y，Δ z分别代表坐席业务量处理量纲、用户评分处理量纲、响应时间量纲；
k x，k y，k z分别代表不同考核指标权重系数，通常根据各部门需求进行选择。
步骤3-3、按照所述坐席的优先级对所述用户进行优先分配，对首次呼入用户优先分配至优先级最高的空闲坐席。
分配模块在接收到呼入分配请求后，筛选在线坐席中处于空闲状态的坐席，并对空闲坐席的优先级进行排序，对于首次呼入用户，优先将其分配至优先级最高的坐席。
对于首次呼入用户，在用户没有明确的业务办理倾向情形下，筛选平均业务技能值较高的坐席提供服务，有利于为用户提供涉及全业务的咨询服务，提高业务办理的成功率，在提供专业咨询的同时，有利于为用户量身制定最合适的业务框架，提升客户满意度。
步骤04、判断所述非首次呼入用户是否属于断线重连用户，若是，则进 入步骤05，若否，则进入步骤06；
坐席在每次通话结束后会对呼入用户进行特殊标记，对于已经提供完服务的用户，坐席将其标记为已完成，而对于通话被意外中断且未提供完服务的用户，坐席将其标记为中断用户，该用户再次发起呼叫请求时，分配系统识别所述用户的中断标记，并提醒相应匹配坐席，坐席可以根据所述用户的特殊标记进行针对性服务。
步骤05、按预设的第二分配策略对断线重连用户进行坐席分配；
所述断线重连用户即具有中断标记的用户再次发起呼叫请求时，分配模块按预设的第二分配策略对其进行坐席分配，具体包括如下子步骤：
步骤5-1、采集所述断线重连用户的用户标记以及原坐席标记；
对于再次发起呼叫的中断用户，为了便于坐席及时识别所述用户的特殊性并提供针对性的坐席服务，在对中断用户进行分配时，首先采集所述中断用户的用户标记，包括用户的中断标记、用户识别标记，所述中断标记为用户在上次呼叫意外中断后，坐席所做的标记，用户识别标记可以为用户ID、身份证号码或其它身份识别标识，便于坐席根据所述标记查找该中断用户以前的呼入记录，及时解答上次通话遗留的问题，原坐席标记为坐席的工号，在用户首次呼入时，分配平台将分配的坐席工号已告知用户，便于用户后续重新呼入时及时选择原坐席提供服务。
步骤5-2、判断所述断线重连用户是否需要原坐席服务，若是，则进入步骤5-3，若否，则进入步骤5-4；
分配模块通过自动语音提醒用户是否选择原坐席服务，若用户选择原坐席提供服务，则输入原坐席工号，进入步骤5-3进行分配，若用户不需要原坐席提供服务，则选择重新分配选项，进入步骤5-4进行分配。
步骤5-3、根据所述原坐席标记查询该坐席是否处于空闲状态，若是，则分配所述断线重连用户至原坐席，若否，则提醒该用户是否继续等待，若是， 则保留用户通话至原坐席空闲，若否，则进入步骤5-4；
对于选择原坐席提供服务的用户，分配模块根据提供的坐席工号查询所述坐席是否处于空闲状态，若是，则提醒所述坐席即将接入用户的基本信息，并将所述用户接入该坐席，若所述原坐席正在为其它用户提供服务，则提醒所述中断用户是否选择继续等待，若用户选择继续等待，则保留用户通话至原坐席空闲，若用户选择不等待，则对所述用户进行重新分配，进入步骤5-4进行分配。
步骤5-4、则根据呼入用户的用户标记判断用户级别并分配至相应空闲坐席。
该步骤中的用户标记为用户级别标记，系统根据用户历史业务数据综合得出的用户级别，包括优质客户、潜力客户和普通客户，优先将优质客户和潜力客户分配至空闲坐席。
步骤06、根据呼入用户的用户级别分配至空闲坐席。
该步骤具体包括以下子步骤：
步骤6-1、采集呼入用户、坐席的业务数据；
步骤6-2、根据所述用户的业务数据对用户进行级别分类，包括优质客户、潜力客户和普通用户，根据坐席的业务数据对坐席进行优先级分类；
步骤6-3、按照用户级别优先分配至相应用户级别下优先级最高的坐席。
具体的，后台数据中心根据呼入用户的存款情况、个人信用信息、理财产品信息、贷款情况等个人信息进行级别分类标注，主要分为三类用户，A类为优质客户，B类为潜力客户，C类为普通用户。
对所述坐席的业务数据进行分类统计，计算坐席在每种用户级别下的业务技能值，根据每种用户级别的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。
在具体实施例中，采用线性平均加权的算法，针对A、B、C三个级别的 用户，每个级别用户类型下的业务技能值根据该坐席所服务的该级别用户的业务量、响应时间、用户评价三个参数进行线性平均加权计算得到，上述三个参数分别乘以各自的权重比例再相加得到最终的业务技能值，平均业务技能值根据坐席每种用户级别类型下的业务技能值乘以该种用户级别类型的权重比例再相加得到。在其他实施例中，坐席的业务技能值也可根据实际应用的需要选择其他业务参数进行线性平均加权计算得到。具体的业务技能值的计算方法在步骤3中已详细描述，在此不再赘述。
在进行坐席分配时，优先将其分配至相应用户级别下优先级较高的坐席，如对于优质客户，优先将其分配至A级别下优先级较高的空闲坐席。
实施例二
参阅图5-7，示出了一种呼入分配系统20，在本实施例中，呼入分配系统20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。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，比程序本身更适合描述呼入分配系统20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：
数据采集模块201，用户采集呼入用户的呼入数据、业务数据，坐席的业务数据。
收到用户呼入请求后，数据采集模块201根据呼入号码、用户身份证或ID从系统的后台数据库采集呼入用户的基本呼入数据，包括呼入时间、频率、呼入时长，并将采集到的呼入数据发送至判断模块，用于判断所述呼入用户属于首次呼入用户或非首次呼入用户。
在进行坐席分配时，采集坐席的业务数据，包括坐席业务量、响应时间、用户评价数据，以及采集呼入用户的存款情况、个人信用信息、理财产品信息、贷款等信息数据。
呼入用户判断模块202，用户判断呼入用户是否属于首次呼入用户、非首次呼入用户，以及所述非首次呼入用户是否属于断线重连用户；包括第一判断子模块2021和第二判断子模块2022，所述第一判断子模块2021用于判断所述呼入用户是否为首次呼入用户，所述第二判断子模块2022用于判断所述呼入用户是否为断线重连用户。
坐席分配模块203，用于按预设的分配策略将所述呼入用户分配至匹配坐席。
所述坐席分配模块包括203：第一分配子模块2031、第二分配子模块2031、第三分配子模块2033。
所述第一分配子模块2031用于将所述首次呼入用户分配至相应坐席，具体的，对所述坐席的业务数据进行分类统计，计算坐席在每种业务类型下的业务技能值，根据每种业务类型的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。每种业务类型下的坐席业务技能值代表坐席对该种业务类型擅长程度，在具体实施例中，采用线性平均加权的算法，针对坐席的业务量、响应时间、用户评价三个参数，上述三个参数分别乘以各自的权重比例再相加得到最终的业务技能值，平均业务技能值根据坐席每种业务类型下的业务技能值乘以该种业务类型的权重比例再相加得到。在其他实施例中，坐席的业务技能值也可根据实际应用的需要选择其他业务参数进行线性平均加权计算得到。接收到首次呼入用户的呼入分配请求后，筛选在线坐席中处于空闲状态的坐席，并对空闲坐席的优先级进行排序，对于首次呼入用户，优先将其分配至优先级最高的坐席。
所述第二分配子模块2032用于将所述断线重连用户分配至相应坐席，对于选择原坐席提供服务的用户，第二分配子模块根据提供的坐席工号查询所述坐席是否处于空闲状态，若是，则提醒所述坐席即将接入用户的基本信息，并将所述用户接入该坐席，若所述原坐席正在为其它用户提供服务，则提醒所述中断用户是否选择继续等待，若用户选择继续等待，则保留用户通话至 原坐席空闲，若用户选择不等待，则对所述用户进行重新分配，
所述第三分配子模块2033用于对非断线重连的用户进行分配，具体的，后台数据中心根据呼入用户的存款情况、个人信用信息、理财产品信息、贷款情况等个人信息进行级别分类标注，主要分为三类用户，A类为优质客户，B类为潜力客户，C类为普通用户。
对所述坐席的业务数据进行分类统计，计算坐席在每种用户级别下的业务技能值，根据每种用户级别的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。
在具体实施例中，采用线性平均加权的算法，针对A、B、C三个级别的用户，每个级别用户类型下的业务技能值根据该坐席所服务的该级别用户的业务量、响应时间、用户评价三个参数进行线性平均加权计算得到，上述三个参数分别乘以各自的权重比例再相加得到最终的业务技能值，平均业务技能值根据坐席每种用户级别类型下的业务技能值乘以该种用户级别类型的权重比例再相加得到。在其他实施例中，坐席的业务技能值也可根据实际应用的需要选择其他业务参数进行线性平均加权计算得到。
在进行坐席分配时，优先将其分配至相应用户级别下优先级较高的坐席，如对于优质客户，优先将其分配至A级别下优先级较高的空闲坐席。
所述第一分配子模块2031、第二分配子模块2032、第三分配子模块2033还包括坐席优先级分类单元，用于根据坐席的业务数据对坐席进行优先级分类。
实施例三
参阅图8，本实施例提供一种电子装置。是本申请电子装置一实施例的硬件架构示意图。本实施例中，所述电子装置2是一种能够按照事先设定或者存储的指令，自动进行数值计算和/或信息处理的设备。例如，可以是智能手机、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。如图所示，所述电子装置2至少包括，但不限于，可通过系统总线相互通信连接存储器21、处理器22、网络接口23、以及呼入分配系统20。其中：
所述存储器21至少包括一种类型的计算机可读存储介质，所述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，所述存储器21可以是所述电子装置2的内部存储模块，例如该电子装置2的硬盘或内存。在另一些实施例中，所述存储器21也可以是所述电子装置2的外部存储设备，例如该电子装置2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，所述存储器21还可以既包括所述电子装置2的内部存储模块也包括其外部存储设备。本实施例中，所述存储器21通常用于存储安装于所述电子装置2的操作系统和各类应用软件，例如所述呼入分配系统20的程序代码等。此外，所述存储器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。
所述处理器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通常用于控制所述电子装置2的总体操作，例如执行与所述电子装置2进行数据交互或者通信相关的控制和处理等。本实施例中，所述处理器22用于运行所述存储器21中存储的程序代码或者处理数据，例如运行所述的呼入分配系统20等。
所述网络接口23可包括无线网络接口或有线网络接口，该网络接口23 通常用于在所述电子装置2与其他电子装置之间建立通信连接。例如，所述网络接口23用于通过网络将所述电子装置2与外部终端相连，在所述电子装置2与外部终端之间的建立数据传输通道和通信连接等。所述网络可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯系统(Global System of Mobile communication，GSM)、宽带码分多址(Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝牙(Bluetooth)、Wi-Fi等无线或有线网络。
需要指出的是，图8仅示出了具有部件20-23的电子装置，但是应理解的是，并不要求实施所有示出的部件，可以替代的实施更多或者更少的部件。
在本实施例中，存储于存储器21中的所述呼入分配系统20还可以被分割为一个或者多个程序模块，所述一个或者多个程序模块被存储于存储器21中，并由一个或多个处理器(本实施例为处理器22)所执行，以完成本申请。
例如，图5示出了所述呼入分配系统20第一实施例的程序模块示意图，该实施例中，所述基于断点数据跟进系统20可以被划分为数据采集模块201、呼入用户判断模块202、坐席分配模块203。其中，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，比程序更适合于描述所述呼入分配系统20在所述电子装置2中的执行过程。所述程序模块201-203的具体功能在实施例二中已有详细描述，在此不再赘述。
实施例四
本实施例提供一种计算机可读存储介质，该计算机可读存储介质上存储有所述呼入分配系统20，该呼入分配系统20被一个或多个处理器执行时实现上述呼入分配方法或电子装置的操作。
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 (15)

  1. 一种呼入分配方法，其特征在于，包括如下步骤：
    步骤01、采集呼入用户的呼入数据；
    步骤02、判断所述呼入用户是否属于首次呼入用户，若是，则进入步骤03，若否，则进入步骤04；
    步骤03、按预设的第一分配策略对所述呼入用户进行坐席分配；
    步骤04、判断所述呼入用户是否属于断线重连用户，若是，则进入步骤05，若否，则进入步骤06；
    步骤05、按预设的第二分配策略对断线重连用户进行坐席分配；
    步骤06、根据呼入用户的用户级别分配至空闲坐席。
  2. 根据权利要求1所述的方法，其特征在于，所述第一分配策略包括如下步骤：
    步骤3-1、采集坐席的业务数据，包括坐席业务量、响应时间、用户评价数据；
    步骤3-2、根据所述坐席的业务数据计算坐席的业务技能值并对所述坐席进行优先级分类；
    步骤3-3、按照所述坐席的优先级对所述用户进行优先分配，对首次呼入用户优先分配至优先级最高的空闲坐席。
  3. 根据权利要求2所述的方法，其特征在于，所述步骤3-2包括：对所述业务数据进行分类统计，计算坐席在每种业务类型下的业务技能值，根据每种业务类型的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。
  4. 根据权利要求1所述的方法，其特征在于，所述第二分配策略包括如下步骤：
    步骤5-1、采集所述断线重连用户的用户标记以及原坐席标记；
    步骤5-2、判断所述断线重连用户是否需要原坐席服务，若是，则进入步骤5-3，若否，则进入步骤5-4；
    步骤5-3、根据所述原坐席标记查询该坐席是否处于空闲状态，若是，则分配所述断线重连用户至原坐席，若否，则提醒该用户是否继续等待，若是，则保留用户通话至原坐席空闲，若否，则进入步骤5-4；
    步骤5-4、则根据呼入用户的用户标记判断用户级别并分配至相应空闲坐席。
  5. 根据权利要求1所述的方法，其特征在于，步骤06包括：
    步骤6-1、采集呼入用户、坐席的业务数据；
    步骤6-2、根据所述用户的业务数据对用户进行级别分类，包括优质客户、潜力客户和普通用户，根据坐席的业务数据对坐席进行优先级分类；
    步骤6-3、按照用户级别优先分配至相应用户级别下优先级最高的坐席。
  6. 根据权利要求5所述的方法，其特征在于，所述步骤6-2包括：对所述坐席的业务数据进行分类统计，计算坐席在每种用户级别下的业务技能值，根据每种用户级别的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。
  7. 一种电子装置，包括存储器和处理器，其特征在于，所述存储器用于存储被处理器执行的呼入分配系统，所述呼入分配系统包括：
    数据采集模块，用户采集呼入用户的呼入数据、业务数据，坐席的业务数据；
    呼入用户判断模块，用户判断呼入用户是否属于首次呼入用户、断线重连用户；
    坐席分配模块，用于按预设的分配策略将所述呼入用户分配至匹配坐席。
  8. 根据权利要求7所述的电子装置，其特征在于，所述坐席分配模块包括：第一分配子模块、第二分配子模块、第三分配子模块，所述第一分配子模块用于将所述首次呼入用户分配至相应坐席，所述第二分配子模块用于将 所述断线重连用户分配至相应坐席，所述第三分配子模块用于对非断线重连用户进行分配。
  9. 根据权利要求7所述的电子装置，其特征在于，所述第一分配子模块、第二分配子模块和第三分配子模块还包括坐席优先级分类单元，用于根据坐席的业务数据对坐席进行优先级分类。
  10. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质内存储有呼入分配系统，所述呼入分配系统可被至少一个处理器所执行，以使所述至少一个处理器执行呼入分配方法的以下步骤：
    步骤01、采集呼入用户的呼入数据；
    步骤02、判断所述呼入用户是否属于首次呼入用户，若是，则进入步骤03，若否，则进入步骤04；
    步骤03、按预设的第一分配策略对所述呼入用户进行坐席分配；
    步骤04、判断所述呼入用户是否属于断线重连用户，若是，则进入步骤05，若否，则进入步骤06；
    步骤05、按预设的第二分配策略对断线重连用户进行坐席分配；
    步骤06、根据呼入用户的用户级别分配至空闲坐席。
  11. 根据权利要求10所述的计算机可读存储介质，其特征在于，所述第一分配策略包括如下步骤：
    步骤3-1、采集坐席的业务数据，包括坐席业务量、响应时间、用户评价数据；
    步骤3-2、根据所述坐席的业务数据计算坐席的业务技能值并对所述坐席进行优先级分类；
    步骤3-3、按照所述坐席的优先级对所述用户进行优先分配，对首次呼入用户优先分配至优先级最高的空闲坐席。
  12. 根据权利要求11所述的计算机可读存储介质，其特征在于，所述步骤3-2包括：对所述业务数据进行分类统计，计算坐席在每种业务类型下的业 务技能值，根据每种业务类型的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。
  13. 根据权利要求10所述的计算机可读存储介质，其特征在于，所述第二分配策略包括如下步骤：
    步骤5-1、采集所述断线重连用户的用户标记以及原坐席标记；
    步骤5-2、判断所述断线重连用户是否需要原坐席服务，若是，则进入步骤5-3，若否，则进入步骤5-4；
    步骤5-3、根据所述原坐席标记查询该坐席是否处于空闲状态，若是，则分配所述断线重连用户至原坐席，若否，则提醒该用户是否继续等待，若是，则保留用户通话至原坐席空闲，若否，则进入步骤5-4；
    步骤5-4、则根据呼入用户的用户标记判断用户级别并分配至相应空闲坐席。
  14. 根据权利要求10所述的计算机可读存储介质，其特征在于，步骤06包括：
    步骤6-1、采集呼入用户、坐席的业务数据；
    步骤6-2、根据所述用户的业务数据对用户进行级别分类，包括优质客户、潜力客户和普通用户，根据坐席的业务数据对坐席进行优先级分类；
    步骤6-3、按照用户级别优先分配至相应用户级别下优先级最高的坐席。
  15. 根据权利要求14所述的计算机可读存储介质，其特征在于，所述步骤6-2包括：对所述坐席的业务数据进行分类统计，计算坐席在每种用户级别下的业务技能值，根据每种用户级别的权重计算坐席的平均业务技能值，根据所述坐席平均业务技能值的高低对所述坐席进行优先级排列。
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