WO2019157779A1 - 一种来电处理方法、电子装置及计算机可读存储介质 - Google Patents

一种来电处理方法、电子装置及计算机可读存储介质 Download PDF

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Publication number
WO2019157779A1
WO2019157779A1 PCT/CN2018/083067 CN2018083067W WO2019157779A1 WO 2019157779 A1 WO2019157779 A1 WO 2019157779A1 CN 2018083067 W CN2018083067 W CN 2018083067W WO 2019157779 A1 WO2019157779 A1 WO 2019157779A1
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Prior art keywords
user
agent
incoming
incoming call
module
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English (en)
French (fr)
Inventor
李永平
高凌云
牛华
李长缤
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—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
    • 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
    • H04M3/436—Arrangements for screening incoming calls, i.e. evaluating the characteristics of a call before deciding whether to answer it
    • 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Definitions

  • the present application relates to the field of call processing, and in particular, to an incoming call processing method, an electronic device, and a computer readable storage medium.
  • the incoming call distribution center When receiving the customer incoming call request, the incoming call distribution center in the prior art groups the customer according to the basic information of the customer, and assigns it to the agent with the highest matching degree according to the grouping situation. If the agent is in an idle state, The relevant service material can be prepared while accessing the incoming call request. If the agent is processing other customers' services or performing other page operations, it is easy to cause the incoming call request to be ignored, thereby causing the incoming call to be in a long wait state. , resulting in a decline in customer experience.
  • the purpose of the present application is to provide an incoming call processing method, an electronic device, and a computer readable storage medium, thereby further overcoming the problems existing in the prior art to some extent.
  • the present application discloses an incoming call processing method, including the following steps:
  • Step 01 Collect incoming call information of the incoming user, where the incoming call information includes an incoming call number, a duration, and a calling frequency.
  • Step 02 Determine, according to the incoming information of the incoming user, whether the user is a valid user, if it is a valid user, go to step 03, and if it is not a valid user, reject the connection;
  • Step 03 Collect information data of an incoming user, where the information data includes personal information data and asset data of the user;
  • Step 04 Prioritize users according to the information data of the user,
  • Step 05 determining whether the user is a high priority user, if yes, proceed to step 06, and if not, proceed to step 07;
  • Step 06 Assign the high priority user to the high priority agent, and send an incoming call reminder to the agent end operation interface;
  • Step 07 Assign the user to the corresponding priority agent, and wait for the agent to be connected.
  • the present application also discloses an electronic device including a memory and a processor for storing an incoming call processing system executed by a processor, the call processing system comprising:
  • a data collection module configured to collect information data of an incoming user, where the information data includes personal information data, asset data, call frequency, incoming number, and duration of the user;
  • a user validity determining module configured to determine, according to the information data of the incoming user, whether the user is a valid user
  • a user classification module configured to prioritize the user according to the user information data
  • An agent allocation module configured to uniformly allocate the user to a matching agent according to a preset matching rule
  • the call topping module is configured to send an incoming call processing reminder to the agent, and automatically answer the call processing user's phone after T seconds.
  • the application further provides a computer readable storage medium having an incoming call processing system stored therein, the call processing system being executable by at least one processor to implement the following steps:
  • Step 01 Collect incoming call information of the incoming user, where the incoming call information includes an incoming call number, a duration, and a calling frequency.
  • Step 02 Determine, according to the incoming information of the incoming user, whether the user is a valid user, if it is a valid user, go to step 03, and if it is not a valid user, reject the connection;
  • Step 03 Collect information data of an incoming user, where the information data includes personal information data and asset data of the user;
  • Step 04 Prioritize users according to the information data of the user
  • Step 05 determining whether the user is a high priority user, if yes, proceed to step 06, and if not, proceed to step 07;
  • Step 06 Assign the high priority user to the high priority agent, and send an incoming call reminder to the agent end operation interface;
  • Step 07 Assign the user to the corresponding priority agent, and wait for the agent to be connected.
  • the utility model has the beneficial effects that: by setting the call processing function, it is possible to effectively avoid the user's incoming call request being ignored because the agent is handling other services, thereby causing the customer experience to decrease, the service efficiency to be reduced, and setting the call processing and the countdown reminder to be effective. Remind the agent to answer the user's phone in time to avoid the loss of service quality due to the sudden access to the user's phone and the lack of understanding of the customer's basic situation.
  • FIG. 1 is a flow chart showing an embodiment of an incoming call processing method of the present application.
  • FIG. 2 is a flow chart showing still another embodiment of the call processing method of the present application.
  • FIG. 3 is a flow chart showing still another embodiment of the call processing method of the present application.
  • FIG. 4 is a schematic diagram of a program module of an embodiment of the call processing system of the present application.
  • FIG. 5 is a schematic diagram of a program module of still another embodiment of the call processing system of the present application.
  • FIG. 6 is a schematic diagram of a program module of still another embodiment of the call processing system of the present application.
  • FIG. 7 is a schematic diagram showing the hardware architecture of an embodiment of an electronic device of the present application.
  • Step 01 Collect incoming call information of the incoming user, where the incoming call information includes an incoming call number, a duration, and a calling frequency.
  • Collecting the incoming call information of the incoming user is used to determine whether the user is a valid user.
  • the collection of the incoming call information may be performed by the information collecting module. After the collecting module collects the incoming number, according to the method in the number collecting system. The history of the incoming number, including the calling frequency of the number and the duration of each call.
  • step 02 it is determined whether the user is a valid user according to the incoming information of the incoming user. If it is a valid user, the process proceeds to step 03. If it is not a valid user, the user is rejected.
  • the user validity determining module determines, according to the collected incoming call information, whether the user is a valid user, if the incoming number is a number registered in the system database, or the incoming call request duration exceeds T seconds or the calling frequency If the user is more than N times/hour, the user is a valid user, and the user is an invalid user. For the invalid user, the user can be registered by voice prompt or text.
  • Step 03 Collect information data of the incoming user, where the information data includes personal information data and asset data of the user.
  • the data collection module may perform data collection by automatically prompting the user to input or through a third-party query organization, wherein the personal information data includes age, occupation, and education, and the asset data includes the user's annual income.
  • the collection of personal information data and asset data is used to distinguish different levels of users, and assign corresponding levels of seats to different levels of users in order to provide targeted and efficient services.
  • step 04 the user is prioritized according to the information data of the user.
  • the users are prioritized according to asset data provided by the incoming user, and if the user's annual revenue exceeds 500,000, the user is a high priority user.
  • the user may be prioritized according to the user's personal information data, and the user's personal credit score may be evaluated according to the user's personal information data, if the user's personal credit score exceeds the first threshold. For high priority users.
  • the user is prioritized according to the personal information data in the user information data, which includes: performing data evaluation on the user according to the age information, occupation information, and academic information of the user, and forming a user's age score x and occupation score. y, academic score z.
  • the above scores can be divided into 5 files according to 1, 2, 3, 4, 5 points.
  • the occupational scores belonging to enterprises or civil servants are 5 points, foreign companies and private enterprises.
  • 4 points 3 points for self-employed and 2 points for freelance.
  • the division of age scores and academic scores can also be divided according to actual user statistics.
  • the user's personal credit score is calculated according to the user's age score x, occupation score y, and academic score z.
  • the annual income score, age score, occupation score, and academic score are multiplied by their respective weights, and then added to obtain the user's credit score.
  • ⁇ ⁇ *x+ ⁇ *y+ ⁇ *z, where ⁇ , ⁇ , and ⁇ are the weights of the age score x, the occupational score y, and the academic score z, and the values of ⁇ , ⁇ , and ⁇ are The needs of the department are adjusted.
  • Step 05 Determine whether the user is a high priority user. If yes, go to step 06. If no, go to step 07.
  • the distribution system assigns such users to a common level agent service.
  • Step 06 Assign the high priority user to the high priority agent, and send an incoming call processing reminder to the agent end operation interface.
  • Step 06-1 screening the high priority agent in the database.
  • the specific seat class classification can be classified by the service comprehensive score of the agent.
  • the service comprehensive score is greater than the second threshold for the class A agent, and the service comprehensive score is between the second threshold and the third threshold for the class B agent.
  • Those who score below the fourth threshold are Class C agents, where Class A agents are high-priority agents, Class C agents are low-priority agents, and second thresholds and third thresholds are based on historical statistics of the agent's business comprehensive score.
  • the formula for calculating the business comprehensive score of the agent is:
  • 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 06-2 Determine whether the high priority agent is idle. If it is idle, directly connect to the phone. If not, go to step 06-3.
  • Step 06-3 send an incoming call reminder to the latest location of the agent task list.
  • Step 06-4 sending a call countdown reminder to the agent end operation interface, reminding the agent to automatically answer the user's call after t seconds.
  • t can take a value of 5 to 10 s.
  • Step 06-5 Determine whether the agent answers the user's call within t seconds. If the answer is received, the reminder is ended. If the call is not answered, the user's call is automatically answered, and the existing operation of the agent is saved.
  • Step 07 Assign the user to the corresponding priority agent, and wait for the agent to be connected.
  • Step 07-1 screening a low priority agent in the database
  • Step 07-2 determining whether the agent is idle, if idle, immediately turn on, if not idle, proceed to step 07-3;
  • Step 07-3 Send a countdown reminder to the agent operation interface, and remind the agent to end the existing operation and connect the user's phone within N seconds.
  • N can take a value of 30-60s.
  • an incoming call processing system 20 is illustrated.
  • the incoming call processing system 20 is divided into one or more program modules, one or more program modules are stored in a storage medium, and Executed by one or more processors to complete the application.
  • a program module as used herein refers to a series of computer program instructions that are capable of performing a particular function. The following description will specifically describe the functions of each program module of this embodiment:
  • the data collection module 201 is configured to collect information data of the incoming user, where the information data includes personal information data, asset data, call frequency, incoming number, and duration of the user; and the data collection module can collect the voice of the user end.
  • the input text is collected, or the data is collected through an interface with a third-party inquiry institution, wherein the personal information data includes age, occupation, education, the asset data includes the user's annual income, and the user's information data is sent to the user.
  • Validity judgment module is configured to collect information data of the incoming user, where the information data includes personal information data, asset data, call frequency, incoming number, and duration of the user; and the data collection module can collect the voice of the user end.
  • the input text is collected, or the data is collected through an interface with a third-party inquiry institution, wherein the personal information data includes age, occupation, education, the asset data includes the user's annual income, and the user's information data is sent to the user.
  • Validity judgment module is configured to collect information data of the incoming
  • the user validity determining module 202 is configured to determine, according to the information data of the incoming user, whether the user is a valid user, and determine whether the user is a valid user according to whether the information data of the user is consistent with the user data in the system. By querying whether the user's phone is registered in the system, if it is registered in the system, it is a valid user, and if it is not registered in the system, it is not a valid user.
  • the user classification module 203 is configured to prioritize the users according to the information data of the user, and classify the users according to the annual income information, the age information, the occupation information, and the academic information in the user information data, and form a priority. Classification identifiers, corresponding to different priorities.
  • the agent allocation module 204 is configured to uniformly allocate the user to the matching agent according to a preset matching rule
  • the call topping module 205 is configured to send an incoming call processing reminder to the agent, and automatically answer the call processing user's phone after T seconds.
  • the agent allocation module 204 includes: a first distribution sub-module 2041 and a second distribution sub-module 2042, the first distribution sub-module 2041 is configured to perform agent allocation for high-priority users; An allocation sub-module 2042 is provided for assigning low priority users.
  • the incoming call processing system further includes an automatic answering module 206 for automatically answering a user's call after initiating the incoming call top mode.
  • the automatic answering module 206 includes an incoming call processing sub-module 2061, a countdown reminding sub-module 2062, and an incoming call automatic receiving sub-module 2063.
  • the incoming call processing sub-module 2061 is configured to send an incoming call processing reminder to the agent-side operating interface, and the countdown reminder
  • the sub-module 2062 is configured to start an automatic answer countdown after sending an incoming call processing reminder
  • the incoming call automatic answering sub-module 2063 is configured to automatically access the incoming user's phone after the countdown reminder ends.
  • 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 processing 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 processing 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 the call processing 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 7 only shows an electronic device having 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 call processing 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 composed of one or more
  • the processor this embodiment is processor 22 is executed to complete the application.
  • FIG. 4 is a schematic diagram of a program module of the first embodiment of the incoming call processing system 20.
  • the call processing system 20 can be divided into a data collection module 201, a user validity determining module 202, The user classification module 203, the agent allocation module 204, and the incoming call top module 205.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function. The specific functions of the program modules 201-205 are described in detail in the second embodiment, and are not described herein again.
  • the embodiment provides a computer readable storage medium on which the incoming call processing system 20 is stored, and the incoming call processing system 20 is implemented by one or more processors to implement the above-described incoming call processing method or electronic device. Operation.

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Abstract

本申请公开了一种来电处理方法、电子装置及计算机可读存储介质，该方法包括：步骤01、采集呼入用户的呼入信息；步骤02、根据呼入用户的呼入信息判断所述用户是否为有效用户，若为有效用户则进入步骤03，若不是有效用户，则拒接；步骤03、采集呼入用户的信息数据；步骤04、根据所述用户的信息数据对用户进行优先级分类，步骤05、判断所述用户是否为高优先级用户，若是则进入步骤06，若否，则进入步骤07；步骤06、将所述高优先级用户分配至高优先级坐席，并发送来电提醒至坐席端操作界面；步骤07、将所述用户分配至相应优先级坐席，等待坐席接通。采用该方法可以有效提高坐席的响应速度，提高客户体验。

Description

一种来电处理方法、电子装置及计算机可读存储介质
本申请申明享有2018年2月13日递交的申请号为201810148314.4、名称为“一种来电处理方法、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
本申请涉及通话处理领域，具体涉及一种来电处理方法、电子装置及计算机可读存储介质。
背景技术
现有技术中的呼入分配中心在收到客户呼入请求时，根据该客户的基本信息对客户进行分组，并根据分组情况将其分配给匹配程度最高的坐席，若该坐席处于空闲状态，则可在接入该呼入请求的同时准备相关服务材料，若该坐席正在办理其它客户的业务或进行其它页面操作，则容易导致忽略该呼入请求，从而导致该呼入处于长时间等待状态，造成客户体验下降。
发明内容
本申请的目的在于提供一种来电处理方法、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：
本申请公开了一种来电处理方法，包括如下步骤：
步骤01、采集呼入用户的呼入信息，所述呼入信息包括呼入号码、持续时间、呼叫频率；
步骤02、根据呼入用户的呼入信息判断所述用户是否为有效用户，若为 有效用户则进入步骤03，若不是有效用户，则拒接；
步骤03、采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据；
步骤04、根据所述用户的信息数据对用户进行优先级分类，
步骤05、判断所述用户是否为高优先级用户，若是则进入步骤06，若否，则进入步骤07；
步骤06、将所述高优先级用户分配至高优先级坐席，并发送来电提醒至坐席端操作界面；
步骤07、将所述用户分配至相应优先级坐席，等待坐席接通。
本申请还公开了一种电子装置，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来电处理系统，所述来电处理系统包括：
数据采集模块，用于采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据、呼叫频率、呼入号码、持续时间；
用户有效性判断模块，用于根据所述呼入用户的信息数据判断所述用户是否为有效用户；
用户分类模块，用于根据用户的信息数据对所述用户进行优先级分类；
坐席分配模块，用于根据预设的匹配规则将所述用户统一分配至匹配坐席；
来电置顶模块，用于向坐席发送来电处理提醒，并在在T秒后自动接听所述来电处理用户的电话。
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来电处理系统，所述来电处理系统可被至少一个处理器所执行，以实现以下步骤：
步骤01、采集呼入用户的呼入信息，所述呼入信息包括呼入号码、持续时间、呼叫频率；
步骤02、根据呼入用户的呼入信息判断所述用户是否为有效用户，若为 有效用户则进入步骤03，若不是有效用户，则拒接；
步骤03、采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据；
步骤04、根据所述用户的信息数据对用户进行优先级分类；
步骤05、判断所述用户是否为高优先级用户，若是则进入步骤06，若否，则进入步骤07；
步骤06、将所述高优先级用户分配至高优先级坐席，并发送来电提醒至坐席端操作界面；
步骤07、将所述用户分配至相应优先级坐席，等待坐席接通。
本申请的有益效果在于：通过设置来电处理功能，可以有效避免因坐席正在办理其它业务而忽略用户的呼入请求，从而导致客户体验下降，业务效率降低，同时设置来电处理和倒计时提醒，可以有效提醒坐席及时接听用户电话，避免因突然接入用户电话而没有了解客户的基本情况导致服务质量下降。
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图1示出了本申请来电处理方法一实施例的流程图。
图2示出了本申请来电处理方法又一实施例的流程图。
图3示出了本申请来电处理方法又一实施例的流程图。
图4示出了本申请来电处理系统一实施例的程序模块示意图。
图5示出了本申请来电处理系统又一实施例的程序模块示意图。
图6示出了本申请来电处理系统又一实施例的程序模块示意图。
图7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1-3，示出了一种来电处理方法，包括如下步骤：
步骤01，采集呼入用户的呼入信息，所述呼入信息包括呼入号码、持续时间、呼叫频率。
采集呼入用户的呼入信息用于判断所述用户是否是有效用户，呼入信息的采集可通过信息采集模块进行，采集模块采集到呼入号码后，根据所述号码采集系统内的所述呼入号码的历史记录，包括所述号码的呼叫频率以及每次呼叫持续时间。
步骤02，根据呼入用户的呼入信息判断所述用户是否为有效用户，若为有效用户则进入步骤03，若不是有效用户，则拒接。
该步骤中，用户有效性判断模块根据采集到的呼入信息判断所述用户是否是有效用户，若呼入号码为系统数据库已登记注册的号码，或呼入请求持续时间超过T秒或呼叫频率超过N次/小时，则所述用户为有效用户，反之，则为无效用户，对于所述无效用户，可通过语音提示或文字指引用户进行注册登记。
步骤03、采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据。
在该步骤中，数据采集模块可通过自动语音提示用户输入或通过第三方查询机构进行数据的采集，其中个人信息数据包括年龄、职业、学历，资产数据包括用户的年收入。个人信息数据以及资产数据的采集用于区分不同等级的用户，并为不同等级的用户分配相应等级的坐席，以便提供针对性、高效的服务。
步骤04，根据所述用户的信息数据对用户进行优先级分类。
在该实施例中，根据呼入用户提供的资产数据对所述用户进行优先级分 类，若所述用户的年收入超过五十万则为高优先级用户。
在其它实施例中，也可根据用户的个人信息数据对所述用户进行优先级分类，根据所述用户的个人信息数据评估用户的个人信用分值，若用户的个人信用分值超过第一阈值的为高优先级用户。
其中，根据所述用户信息数据中的个人信息数据对用户进行优先级分类，具体包括根据用户的年龄信息、职业信息以及学历信息对用户进行数据评估，形成用户的年龄分值x、职业分值y、学历分值z。
其中，上述分值均可按1、2、3、4、5分分为5档，具体来说，对于职业分值，隶属于企事业或公务员的职业分值为5分，外企、私营企业的为4分，个体户的为3分，自由职业的为2分，至于年龄分值和学历分值的划分也可根据实际用户的统计数据进行划分。
根据用户的年龄分值x、职业分值y、学历分值z计算用户的个人信用分值∑。
根据用户的年龄分值、职业分值以及学历分值，将所述年收入分值、年龄分值、职业分值以及学历分值乘以各自的权重后再相加得到所述用户的信用评分∑。即∑＝α*x+β*y+γ*z，其中α、β、γ分别为年龄分值x、职业分值y、学历分值z的权重，α、β、γ的取值根据各部门的需求进行调整。
步骤05、判断所述用户是否为高优先级用户，若是则进入步骤06，若否，则进入步骤07。
根据呼入用户的年收入或个人信用分值判断所述呼入用户是否为高优先级用户，该步骤中，筛选出高优先级用户用于进行针对性的坐席分配，为高级别的用户提供更高质的服务。而对于其他级别的用户，则分配系统将此类用户分配至普通级别的坐席提供服务。
步骤06、将所述高优先级用户分配至高优先级坐席，并发送来电处理提醒至坐席端操作界面。
步骤06-1、筛选数据库中高优先级坐席。
具体的坐席等级分类可通过坐席的业务综合评分进行分类，业务综合评分大于第二阈值的为A类坐席，业务综合评分介于第二阈值、第三阈值之间的为B类坐席，业务综合评分低于第四阈值的为C类坐席，其中A类坐席为高优先级坐席，C类坐席为低优先级坐席，第二阈值、第三阈值根据坐席的业务综合评分的历史统计数据而定，其中坐席的业务综合评分的计算公式为：
Figure PCTCN2018083067-appb-000001
其中，
Figure PCTCN2018083067-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 PCTCN2018083067-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06-2、判断所述高优先级坐席是否空闲，若空闲，则直接接通电话，若不空闲，则进入步骤06-3。
步骤06-3、发送来电提醒至坐席任务清单最新位置。
步骤06-4、发送来电倒计时提醒至坐席端操作界面，提醒坐席在t秒后将自动接听用户电话。其中t可取值5～10s。
步骤06-5、判断坐席是否在t秒内接听用户电话，若接听，则结束提醒，若未接听，则自动接听用户电话，并保存坐席已有的操作。
步骤07、将所述用户分配至相应优先级坐席，等待坐席接通。
步骤07-1、筛选数据库中低优先级的坐席；
步骤07-2、判断所述坐席是否空闲，若空闲，则立即接通，若不空闲，则进入步骤07-3；
步骤07-3、发送倒计时提醒至坐席操作界面，提醒坐席在N秒内结束现有操作并接通用户电话。其中N可取值30-60s。
实施例二
参阅图4-6，示出了一种来电处理系统20，在本实施例中，来电处理系统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。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，用于采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据、呼叫频率、呼入号码、持续时间；所述数据采集模块可通过采集用户端语音、输入文字进行采集，或通过接口与第三方查询机构连接进行数据的采集，其中个人信息数据包括年龄、职业、学历，资产数据包括用户的年收入，并将所述用户的信息数据发送至用户有效性判断模块。
用户有效性判断模块202，用于根据所述呼入用户的信息数据判断所述用户是否为有效用户，根据所述用户的信息数据与系统内的用户数据是否一致判断所述用户是否有效用户，通过查询所述用户的电话是否登记在系统内，若登记在系统内，则为有效用户，若没有登记在系统内则不是有效用户。
用户分类模块203，用于根据用户的信息数据对所述用户进行优先级分类，根据所述用户信息数据中的年收入信息、年龄信息、职业信息以及学历信息对用户进行优先级分类，并形成分类标识，对应不同优先级。
坐席分配模块204，用于根据预设的匹配规则将所述用户统一分配至匹配坐席；
来电置顶模块205，用于向坐席发送来电处理提醒，并在在T秒后自动接听所述来电处理用户的电话。
在另一个实施例中，所述坐席分配模块204包括：第一分配子模块2041和第二分配子模块2042，所述第一分配子模块2041用于对高优先级用户进行坐席分配；第二分配子模块2042，用于对低优先级用户进行分配。
在另一个实施例中，所述来电处理系统还包括自动接听模块206，用于在启动来电置顶模式之后自动接听用户电话。
所述自动接听模块206包括来电处理子模块2061、倒计时提醒子模块2062以及呼入自动接听子模块2063，所述来电处理子模块2061用于发送来电处理提醒至坐席端操作界面，所述倒计时提醒子模块2062用于在发送来电处理提醒后开始自动接听倒计时，所述呼入自动接听子模块2063用于在倒计时提醒结束后自动接入呼入用户的电话。
实施例三
参阅图7，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、以及来电处理系统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，例如所述来电处理系统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 来电处理系统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7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中的所述来电处理系统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4示出了所述来电处理系统20第一实施例的程序模块示意图，该实施例中，所述基于来电处理系统20可以被划分为数据采集模块201、用户有效性判断模块202、用户分类模块203、坐席分配模块204、来电置顶模块205。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。所述程序模块201-205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来电处理系统20，该来电处理系统20被一个或多个处理器执行时实现上述来电处理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 (14)

  1. 一种来电处理方法，包括如下步骤：
    步骤01、采集呼入用户的呼入信息，所述呼入信息包括呼入号码、持续时间、呼叫频率；
    步骤02、根据呼入用户的呼入信息判断所述用户是否为有效用户，若为有效用户则进入步骤03，若不是有效用户，则拒接；
    步骤03、采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据；
    步骤04、根据所述用户的信息数据对用户进行优先级分类；
    步骤05、判断所述用户是否为高优先级用户，若是则进入步骤06，若否，则进入步骤07；
    步骤06、将所述高优先级用户分配至高优先级坐席，并发送来电提醒至坐席端操作界面；
    步骤07、将所述用户分配至相应优先级坐席，等待坐席接通。
  2. 根据权利要求1所述的方法，其特征在于，步骤02包括：若呼入号码为系统数据库已登记注册的号码，或呼入请求持续时间超过T秒或呼叫频率超过N次/小时，则所述用户为有效用户。
  3. 根据权利要求1所述的方法，其特征在于，步骤04中，根据用户的个人信息数据评估用户的个人信用分值，若所述用户的年收入超过五十万，或个人信用分值超过第一阈值的为高优先级用户。
  4. 根据权利要求1所述的方法，其特征在于，步骤06包括：
    步骤06-1、筛选数据库中高优先级坐席；
    步骤06-2、判断所述高优先级坐席是否空闲，若空闲，则直接接通电话，若不空闲，则进入步骤06-3；
    步骤06-3、发送来电提醒至坐席任务清单最新位置；
    步骤06-4、发送来电倒计时提醒至坐席端操作界面，提醒坐席在t秒后将自动接听用户电话。
    步骤06-5、判断坐席是否在t秒内接听用户电话，若接听，则结束提醒，若未接听，则自动接听用户电话，并保存坐席已有的操作。
  5. 根据权利要求1所述的方法，其特征在于，步骤07包括：
    步骤07-1、筛选数据库中低优先级的坐席；
    步骤07-2、判断所述坐席是否空闲，若空闲，则立即接通，若不空闲，则进入步骤07-3；
    步骤07-3、发送倒计时提醒至坐席操作界面，提醒坐席在N秒内结束现有操作并接通用户电话。
  6. 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来电处理系统，所述来电处理系统包括：
    数据采集模块，用于采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据、呼叫频率、呼入号码、持续时间；
    用户有效性判断模块，用于根据所述呼入用户的信息数据判断所述用户是否为有效用户；
    用户分类模块，用于根据用户的信息数据对所述用户进行优先级分类；
    坐席分配模块，用于根据预设的匹配规则将所述用户统一分配至匹配坐席；
    来电置顶模块，用于向坐席发送来电处理提醒，并在在T秒后自动接听所述来电处理用户的电话。
  7. 根据权利要求6所述的电子装置，其特征在于，所述坐席分配模块包括：第一分配子模块和第二分配子模块，所述第一分配子模块用于对高优先级用户进行坐席分配；第二分配子模块，用于对低优先级用户进行分配。
  8. 根据权利要求6所述的电子装置，其特征在于，所述来电处理系统还包括自动接听模块，用于在启动来电置顶模式之后自动接听用户电话。
  9. 根据权利要求8所述的电子装置，所述自动接听模块包括来电处理子模块、倒计时提醒子模块以及呼入自动接听子模块，所述来电处理子模块用于发送来电处理提醒至坐席端操作界面，所述倒计时提醒子模块用于在发送来电处理提醒后开始自动接听倒计时，所述呼入自动接听子模块用于在倒计时提醒结束后自动接入呼入用户的电话。
  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来电处理系统，所述来电处理系统可被至少一个处理器所执行，以实现以下步骤：
    步骤01、采集呼入用户的呼入信息，所述呼入信息包括呼入号码、持续时间、呼叫频率；
    步骤02、根据呼入用户的呼入信息判断所述用户是否为有效用户，若为有效用户则进入步骤03，若不是有效用户，则拒接；
    步骤03、采集呼入用户的信息数据，所述信息数据包括用户的个人信息数据、资产数据；
    步骤04、根据所述用户的信息数据对用户进行优先级分类；
    步骤05、判断所述用户是否为高优先级用户，若是则进入步骤06，若否，则进入步骤07；
    步骤06、将所述高优先级用户分配至高优先级坐席，并发送来电提醒至坐席端操作界面；
    步骤07、将所述用户分配至相应优先级坐席，等待坐席接通。
  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，步骤02包括：若呼入号码为系统数据库已登记注册的号码，或呼入请求持续时间超过T秒或呼叫频率超过N次/小时，则所述用户为有效用户。
  12. 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04中，根据用户的个人信息数据评估用户的个人信用分值，若所述用户的年收入超过五十万，或个人信用分值超过第一阈值的为高优先级用户。
  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，步骤06包括：
    步骤06-1、筛选数据库中高优先级坐席；
    步骤06-2、判断所述高优先级坐席是否空闲，若空闲，则直接接通电话，若不空闲，则进入步骤06-3；
    步骤06-3、发送来电提醒至坐席任务清单最新位置；
    步骤06-4、发送来电倒计时提醒至坐席端操作界面，提醒坐席在t秒后将自动接听用户电话。
    步骤06-5、判断坐席是否在t秒内接听用户电话，若接听，则结束提醒，若未接听，则自动接听用户电话，并保存坐席已有的操作。
  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07包括：
    步骤07-1、筛选数据库中低优先级的坐席；
    步骤07-2、判断所述坐席是否空闲，若空闲，则立即接通，若不空闲，则进入步骤07-3；
    步骤07-3、发送倒计时提醒至坐席操作界面，提醒坐席在N秒内结束现有操作并接通用户电话。
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