WO2019196243A1 - 坐席协办任务管理方法、装置、计算机设备及存储介质 - Google Patents

坐席协办任务管理方法、装置、计算机设备及存储介质 Download PDF

Info

Publication number
WO2019196243A1
WO2019196243A1 PCT/CN2018/096468 CN2018096468W WO2019196243A1 WO 2019196243 A1 WO2019196243 A1 WO 2019196243A1 CN 2018096468 W CN2018096468 W CN 2018096468W WO 2019196243 A1 WO2019196243 A1 WO 2019196243A1
Authority
WO
WIPO (PCT)
Prior art keywords
agent
task
organized
processing
yes
Prior art date
Legal status (The legal status 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 status listed.)
Ceased
Application number
PCT/CN2018/096468
Other languages
English (en)
French (fr)
Inventor
彭青龙
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Ping An Technology Shenzhen Co Ltd
Original Assignee
Ping An Technology Shenzhen Co Ltd
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 Ping An Technology Shenzhen Co Ltd filed Critical Ping An Technology Shenzhen Co Ltd
Publication of WO2019196243A1 publication Critical patent/WO2019196243A1/zh
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Images

Classifications

    • 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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management

Definitions

  • the present invention relates to the field of co-organized task management technologies, and in particular, to a call center agent co-administration task management method, device, 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 team leader of the team can perform the high priority tasks under the agent name. Temporarily assigned to other agents for collaborative processing. However, this is very demanding for the team leader. If the team leader is on vacation, the team's tasks cannot be flexibly assigned.
  • the existing system has no mandatory restrictions on the co-organizing tasks of the agents. It is possible that the agents assigned to the tasks of others will preferentially handle the tasks under their own names, and omission of the co-organized tasks with higher priority.
  • the purpose of the present application is to provide a method, device, computer device and storage medium for coordinating task management, which are used to solve the problems existing in the prior art.
  • the present application provides a method for managing a co-organized task, including the following steps:
  • Step 01 Obtain a vacation time of the first agent
  • Step 02 Acquire a high priority task of the first agent during the vacation time
  • Step 03 screening out a co-agent and assigning the high-priority task as a co-organized task to the co-operating agent;
  • Step 04 monitoring whether the co-organized task is in a pending period, if yes, executing step 05;
  • Step 05 monitoring whether the co-organized agent clicks to process a non-high priority task, and if yes, executing step 06;
  • Step 06 prompting the co-agent to handle the co-organized task
  • Step 07 it is determined whether the co-organized agent completes the co-organized task, and if yes, step 08;
  • step 08 the co-agent is allowed to handle non-high priority tasks.
  • an agent co-organized task management apparatus which includes:
  • the vacation time acquisition module is adapted to obtain the vacation time of the first agent
  • a task obtaining module configured to acquire a high priority task of the first agent during the vacation time
  • Co-organized seat screening module suitable for screening co-organized seats
  • a task transfer module configured to transfer the high priority task as a cooperating task to the cooperating agent
  • a pending period monitoring module configured to monitor whether the co-organized task is in a pending period
  • a task processing monitoring module configured to monitor whether the cooperating agent clicks to process a non-high priority task
  • a task processing prompting module configured to prompt the cooperating agent to process the co-organized task
  • a task completion determining module configured to determine whether the co-organized agent completes the co-organizing task
  • the task processing control module is adapted to allow the co-agent to handle non-high priority tasks.
  • the present application further provides a computer device including a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the agent cooperation task management when executing the computer program
  • a computer device including a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the agent cooperation task management when executing the computer program
  • Step 01 Obtain a vacation time of the first agent
  • Step 02 Acquire a high priority task of the first agent during the vacation time
  • Step 03 screening out a co-agent and assigning the high-priority task as a co-organized task to the co-operating agent;
  • Step 04 monitoring whether the co-organized task is in a pending period, if yes, executing step 05;
  • Step 05 monitoring whether the co-organized agent clicks to process a non-high priority task, and if yes, executing step 06;
  • Step 06 prompting the co-agent to handle the co-organized task
  • Step 07 it is determined whether the co-organized agent completes the co-organized task, and if yes, step 08;
  • step 08 the co-agent is allowed to handle non-high priority tasks.
  • 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 of an agent cooperation management method:
  • Step 01 Obtain a vacation time of the first agent
  • Step 02 Acquire a high priority task of the first agent during the vacation time
  • Step 03 screening out a co-agent and assigning the high-priority task as a co-organized task to the co-operating agent;
  • Step 04 monitoring whether the co-organized task is in a pending period, if yes, executing step 05;
  • Step 05 monitoring whether the co-organized agent clicks to process a non-high priority task, and if yes, executing step 06;
  • Step 06 prompting the co-agent to handle the co-organized task
  • Step 07 it is determined whether the co-organized agent completes the co-organized task, and if yes, step 08;
  • step 08 the co-agent is allowed to handle non-high priority tasks.
  • the method, device, computer equipment and storage medium for the agent co-administration task provided by the application are assigned to the high-priority task during the vacation period based on the scenario in which the agent is in the period of vacation and has an unfinished high-priority task.
  • Other agents are assisted by other agents, so that high-priority tasks will not be overdue; at the same time, the co-sponsored agents must complete the high-priority co-organized tasks before they can handle their non-high-priority tasks, further ensuring that they are guaranteed.
  • High priority tasks can be processed in a timely manner. This application can improve the timeliness, scientificity and humanization of the agent task processing and management process.
  • Embodiment 1 is a flowchart of Embodiment 1 of a method for managing a co-organized task of the present application
  • FIG. 2 is a schematic diagram of a program module of Embodiment 1 of a seat co-organized task management apparatus of the present application;
  • FIG. 3 is a schematic diagram of the hardware structure of the first embodiment of the agent cooperation task management apparatus of the present application.
  • the method, device, computer equipment and storage medium for the task coordination task provided by the application are applicable to the agent task management business field, such as an insurance seat, and provide a cooperative management method for the agent.
  • the agent is in the period of vacation and has an unfinished high-priority task
  • the high-priority task during the vacation period is transferred to other selected agents, and is assisted by other agents, so that the high-priority task is completed.
  • the co-sponsored agent must be able to handle his non-high-priority tasks after completing the high-priority co-sponsoring task, further ensuring that high-priority tasks can be processed in a timely manner.
  • an agent cooperation task management method in this embodiment includes the following steps:
  • step 01 the time of the first agent to be vacationed is obtained.
  • the system obtains the vacation time of the first agent.
  • the system can obtain the vacation information of the agent from the company's attendance system and other channels, and can also obtain the vacation information from the agent's own vacation entry.
  • the vacation information generally includes the time to be taken, that is, the start and end date of the vacation.
  • Step 02 Acquire a high priority task of the first agent during the vacation time.
  • the system acquires a high priority task in the period according to the start and end time of the first agent's vacation time.
  • the priority of the agent task is generally customized by the system. For example, including high priority, medium priority, and low priority, the agent can edit the medium priority and low priority tasks as high priority tasks, but cannot perform high priority tasks. Adjust to medium priority, low priority tasks.
  • High-priority tasks can generally include breakpoint tasks, IB tasks, customer service period expiration tasks, VIP customer return visit tasks, and so on.
  • the high-priority task is defined as a non-deferrable and over-period task. If the processing priority of the high-priority task is just in the waiting time of the first agent, the first agent cannot be earlier than the waiting time or waiting. During the vacation time, the system needs to obtain these high-priority tasks that cannot be processed in time and is assisted by other agents.
  • step 03 the co-organized agent is selected and the high-priority task is transferred to the co-operating agent as a co-organized task.
  • the system selects a suitable agent as a co-agent of the high priority task that the first agent cannot handle, and assigns the high priority task as a co-organized task.
  • Co-organized seats When screening co-sponsored seats, the system preferably determines which agent to transfer to based on the state of the other agents in the time of vacation.
  • the screening process of this step includes: Step 031, determining whether the candidate first seat of the first agent is idle during the pending processing of the co-ordination task, and if so, assigning to the If the first agent is the co-sponsored agent, if the step 032 is performed otherwise, it is determined whether the second agent of the team in which the first agent is located is idle during the pending processing of the co-organized task, and if yes, the second agent is assigned to the The second agent acts as a co-sponsored agent.
  • step 033 is performed; step 033, determining whether the team leader of the team in which the first agent is located is idle during the pending processing of the co-organized task, and if so, assigning to the team leader as Cooperating to the agent, if otherwise, executing step 034; step 034, determining whether there are other idle agents during the pending processing of the co-organized task, and if so, transferring to the task administrator, and the task manager performs the transfer assignment.
  • the main basis for screening the co-located agent in the preferred embodiment is whether the other agents are in an idle state during the pending period of the high-priority task, and sequentially from the candidate first seat of the first agent and the second team of the first agent.
  • the role of the seat, the team leader of the team in the first seat, and the seats of other teams are judged. The order of these roles is based on the similarity and understanding of the first agent business. If there is an idle state, the role is directly assigned to the agent. Sitting at the table and no longer judging the seats behind.
  • the screening process of this step includes: Step 031, determining whether the candidate first seat of the first agent has the idleness to process the co-organized task during the pending processing of the co-organized task. Time, if yes, then assigning to the candidate first agent as a co-operating agent, if otherwise, performing step 032; step 032, determining whether the second agent of the team in which the first agent is located during the pending processing of the co-operating task There is an idle time for processing the co-organized task, and if yes, the second agent is assigned to the co-agent, if otherwise, step 033 is performed; step 033, determining that the first agent is located during the pending processing of the co-operating task Whether the team leader of the team has the idle time for processing the co-organized task, and if so, assigns the team leader to the co-host, if otherwise, step 034 is performed; step 034, it is determined whether there is a pending period of the co-organized task Other agents have idle time to process the co-organized tasks,
  • the main basis for the screening of the co-sponsored seat in the preferred embodiment is whether the other agent has the idle time for processing the task during the pending period of the high-priority task, that is, the system acquires the agent in the high-priority task to be processed.
  • the second seat of the team where the agent is seated, the team leader of the first seat, and the seats of other teams are judged.
  • the order of these roles is based on the similarity and understanding of the first agent business.
  • the idle time of the priority task is directly assigned to the agent and no longer judges the agent behind.
  • the screening process of this step includes: Step 031, determining whether the candidate first seat of the first agent has the idleness to process the co-organized task during the pending processing of the co-organized task. Time, and whether the state of the candidate first agent is willing to accept the co-sponsored task, and if yes, assigning the candidate first seat to the co-operating agent, if otherwise, performing step 032; step 032, determining the co-organizing task During the pending period, whether the second agent of the team in which the first agent is located has an idle time for processing the co-organized task, and whether the state of the second agent is willing to accept the co-sponsored task, and if so, If the agent is the co-sponsored agent, if not, step 033 is performed; in step 033, it is determined whether the team leader of the team in which the first agent is located has idle time for processing the co-organized task during the pending processing of the co-organized task, and Whether the status of the team leader is willing to accept the co-sponsorship task, and if
  • the main basis for the screening of the co-sponsored seat in the preferred embodiment is whether the other agent has the idle time for processing the task during the pending period of the high-priority task, that is, the system acquires the agent in the high-priority task to be processed.
  • the workload of the work itself during the period and the time taken to process the high-priority task thereby determining whether the agent has idle time for processing the high-priority task; and at the same time requesting that the agent is willing to accept the co-organizing task, that is, Said that the agent has set his own status as, for example, "willing to accept the co-organized tasks assigned by the system” or "willing to accept the co-organized tasks assigned by the system if the workload is not saturated or has free time"; and in turn from the first agent
  • the first seat, the second seat of the team in which the first agent is located, the team leader of the first seat, and the seats of other teams are judged. The order of these roles is based on the similarity and understanding of the first agent business. Degree, if there is idle time to process the high priority task and is willing to accept the coordinating task, directly assign it to the Sitting at the table and no longer judging the seats behind.
  • step 04 it is monitored whether the co-organized task is in a pending period, and if yes, step 05 is performed.
  • the system monitors whether the cooperating task is in a pending period. If it is not in the pending period, the cooperating agent is allowed to process any other task, if it is still pending. Period, follow-up prompts and other steps to ensure that high-priority tasks are processed in a timely manner.
  • the step further includes monitoring whether the co-operating agent has completed its own high-priority task, and if so, performing the subsequent steps, if otherwise, prompting the co-operating agent to complete his own high-priority task.
  • the purpose is to avoid co-sponsored agents and miss their high-priority task processing opportunities, so that the co-organizers can complete their high-priority tasks before they can handle the co-organized high-priority tasks.
  • Step 05 Monitor whether the cooperating agent clicks to process a non-high priority task, and if yes, execute step 06.
  • the cooperating agent should first complete the high priority coordinating task first, and then complete the non-high priority task such as medium priority and low priority. To ensure that high priority tasks are processed in a timely manner.
  • the system monitors the operation behavior of the co-organized agents, such as the click action of the co-organized agent in the task interface of the system.
  • Step 06 prompting the co-agent to process the co-organized task.
  • the system will prompt the cooperating agent to handle the cooperating task first.
  • the prompt can be a mandatory indication, not a reminder, that is, the operation of cooperating an agent to click on a non-high priority task is not accepted by the system.
  • Step 07 Determine whether the co-organized agent completes the co-organizing task, and if yes, execute step 08.
  • the system monitors the work of the co-sponsored agent during the pending period of the high-priority co-sponsored task, determines whether the co-organized agent has processed and completed the co-sponsored task, and if not, repeats step 06 to continue to prompt the co-sponsored agent to handle the co-organized task, if If the co-organized task is completed, go to step 08.
  • step 08 the co-agent is allowed to handle non-high priority tasks.
  • agent co-organizing task management method of the embodiment it can be ensured that the high-priority co-organizing task can be processed by the technology, and the time-saving, scientific and humanized process of the agent task processing and management process can be improved.
  • the method further includes a step 09: pushing the completion status of the co-organized task to the first agent, and prompting whether the first agent agrees to transfer the client corresponding to the co-organized task to the office Co-sponsored the seat.
  • the agent co-organizing task management apparatus 10 may include or be divided into one or more program modules, and one or more program modules are stored.
  • the storage medium is executed by one or more processors to complete the application, and the above-mentioned agent co-administration task management method can be implemented.
  • 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 itself to describe the execution process of the agent cooperation task management device 10 in the storage medium. The following description will specifically describe the functions of each program module of this embodiment:
  • the vacation time acquisition module 11 is adapted to obtain the vacation time of the first agent.
  • the task obtaining module 12 is adapted to obtain a high priority task of the first agent during the vacation time.
  • the co-organized agent screening module 13 is suitable for screening co-organized agents.
  • the co-located agent screening module 13 is adapted to determine whether the candidate first seat of the first agent is idle during the pending processing of the co-organized task, and if so, the alternative first agent As a co-organized agent, if it is determined that the second agent of the team in which the first agent is located is idle during the pending period of the co-organized task, if the second agent is the co-sponsored seat, if otherwise, the co-organizer is determined.
  • the task manager determines the co-host.
  • the co-located agent screening module 13 is adapted to determine whether the candidate first seat of the first agent has idle time for processing the co-organized task during the pending processing of the co-organized task, if Then, the candidate first agent is used as a co-operating agent, and if it is determined that the second agent of the team in which the first agent is located has a free time for processing the co-organized task, if yes, Determining, by the second agent, as a co-sponsored agent, if otherwise, determining whether the team leader of the team in which the first agent is located has a free time to process the co-organized task, and if so, the team As a co-sponsored agent, if it is determined that the other agent has a free time to process the co-organized task during the pending period of the co-organized task, if yes, the task manager is transferred to the task manager, and the task manager determines the co-operating agent.
  • the co-located agent screening module 13 is adapted to determine whether an alternate first seat of the first agent has an idle time for processing the co-organized task during the pending processing of the co-operating task, and Whether the status of the candidate first agent is a willingness to accept the co-sponsored task, and if so, the alternative first agent is used as a co-operating agent, and if otherwise, the first agent is in the waiting period of the co-operating task Whether the second agent has an idle time for processing the co-organized task, and whether the state of the second agent is a willingness to accept the co-sponsored task, and if so, the second agent is regarded as a co-operating agent, if otherwise, the co-organizing task is judged During the pending period, whether the team leader of the team in which the first agent is located has idle time for processing the co-organized task, and whether the state of the team leader is willing to accept the co-sponsorship task, and if so, the team leader is the co-organizer If it is a co-
  • the task-to-allocation module 14 is adapted to transfer the high-priority task as a co-organized task to the co-operating agent.
  • the pending period monitoring module 15 is adapted to monitor whether the co-organized task is in a pending period.
  • the task processing monitoring module 16 is adapted to monitor whether the cooperating agent clicks to process a non-high priority task.
  • the task processing prompting module 17 is adapted to prompt the cooperating agent to process the cooperating task.
  • the task processing monitoring module 16 is further adapted to monitor whether the cooperating agent has completed its own high priority task
  • the task processing prompting module 17 is further adapted to prompt the cooperating agent to complete his own high priority first. Level task.
  • the task completion judging module 18 is adapted to determine whether the co-operating agent completes the co-organizing task.
  • the task processing control module 19 is adapted to allow the co-agent to handle non-high priority tasks.
  • the agent co-sponsored task management apparatus 10 further includes a push module adapted to push the completion status of the co-organized task to the first agent; and a client transfer prompting module adapted to prompt the first Whether the agent agrees to transfer the customer corresponding to the co-organized task to the co-organized agent.
  • 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 agent cooperating task management device 10 of the first 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 the program code or the processing data stored in the memory 21, for example, the running agent coordinating task management device 10, to implement the agent cooperating task management method of the first embodiment.
  • 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 the embodiment is configured to store the agent co-organized task management device 10, and when executed by the processor, implement the agent co-administrative task management method of the first embodiment.

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

本申请提供一种坐席协办任务管理方法、装置、计算机设备及存储介质，基于坐席处于休假期间且有未完成的高优先级任务的场景下，将其休假期间内的高优先级任务转分配给筛选出的其他坐席，由其他坐席协助完成，使得高优先级任务不会超期；同时，设定协办坐席必须在完成该高优先级的协办任务之后才能处理自己的非高优先级任务，进一步保证了高优先级任务能被及时处理。本申请可以提高坐席任务处理和管理过程的及时性、科学性和人性化。

Description

坐席协办任务管理方法、装置、计算机设备及存储介质
本申请申明享有2018年4月9日递交的申请号为CN 2018103128081、名称为“坐席协办任务管理方法、装置、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
本申请涉及协办任务管理技术领域，尤其涉及一种呼叫中心坐席的协办任务管理方法、装置、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。
现有技术中，当坐席休假时，如果该坐席名下有优先级很高的IB(呼入)、断点任务需要处理，所在团队的团队长可以将该坐席名下的这些高优先级任务暂时分配给其他坐席，协作处理。但是，这个对团队长要求很高，如果团队长也在休假，该团队的任务就无法灵活分配。而且，现有的系统对坐席的协办任务没有强制限制，有可能被分配到他人任务的坐席会优先处理自己名下的任务，而遗漏他人优先级高的协办任务。
发明内容
本申请的目的是提供一种坐席协办任务管理方法、装置、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，本申请提供一种坐席协办任务管理方法，包括以下步骤：
步骤01，获取第一坐席的待休假时间；
步骤02，获取第一坐席在所述待休假时间内的高优先级任务；
步骤03，筛选出协办坐席并将所述高优先级任务作为协办任务转分配给所述协办坐席；
步骤04，监控所述协办任务是否处于待处理期，若是则执行步骤05；
步骤05，监控所述协办坐席是否点击处理非高优先级任务，若是则执行步骤06；
步骤06，提示所述协办坐席处理所述协办任务；
步骤07，判断所述协办坐席是否完成所述协办任务，若是则执行步骤08；
步骤08，允许所述协办坐席处理非高优先级任务。
为实现上述目的，本申请还提供一种坐席协办任务管理装置，其包括：
待休假时间获取模块，适于获取第一坐席的待休假时间；
任务获取模块，适于获取第一坐席在所述待休假时间内的高优先级任务；
协办坐席筛选模块，适于筛选出协办坐席；
任务转分配模块，适于将所述高优先级任务作为协办任务转分配给所述协办坐席；
待处理期监控模块，适于监控所述协办任务是否处于待处理期；
任务处理监控模块，适于监控所述协办坐席是否点击处理非高优先级任务；
任务处理提示模块，适于提示所述协办坐席处理所述协办任务；
任务完成判断模块，适于判断所述协办坐席是否完成所述协办任务；
任务处理控制模块，适于允许所述协办坐席处理非高优先级任务。
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计算机程序时实现坐席协办任务管理办法的以下步骤：
步骤01，获取第一坐席的待休假时间；
步骤02，获取第一坐席在所述待休假时间内的高优先级任务；
步骤03，筛选出协办坐席并将所述高优先级任务作为协办任务转分配给所述协办坐席；
步骤04，监控所述协办任务是否处于待处理期，若是则执行步骤05；
步骤05，监控所述协办坐席是否点击处理非高优先级任务，若是则执行步骤06；
步骤06，提示所述协办坐席处理所述协办任务；
步骤07，判断所述协办坐席是否完成所述协办任务，若是则执行步骤08；
步骤08，允许所述协办坐席处理非高优先级任务。
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，所述计算机程序被处理器执行时实现坐席协办任务管理办法的以下步骤：
步骤01，获取第一坐席的待休假时间；
步骤02，获取第一坐席在所述待休假时间内的高优先级任务；
步骤03，筛选出协办坐席并将所述高优先级任务作为协办任务转分配给所述协办坐席；
步骤04，监控所述协办任务是否处于待处理期，若是则执行步骤05；
步骤05，监控所述协办坐席是否点击处理非高优先级任务，若是则执行步骤06；
步骤06，提示所述协办坐席处理所述协办任务；
步骤07，判断所述协办坐席是否完成所述协办任务，若是则执行步骤08；
步骤08，允许所述协办坐席处理非高优先级任务。
本申请提供的坐席协办任务管理方法、装置、计算机设备及存储介质，基于坐席处于休假期间且有未完成的高优先级任务的场景下，将其休假期间内的高优先级任务转分配给筛选出的其他坐席，由其他坐席协助完成，使得高优先级任务不会超期；同时，设定协办坐席必须在完成该高优先级的协办任务之后才能处理自己的非高优先级任务，进一步保证了高优先级任务能被及时处理。本申请可以提高坐席任务处理和管理过程的及时性、科学性和人性化。
附图说明
图1为本申请坐席协办任务管理方法实施例一的流程图；
图2为本申请坐席协办任务管理装置实施例一的程序模块示意图；
图3为本申请坐席协办任务管理装置实施例一的硬件结构示意图。
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。
本申请提供的坐席协办任务管理方法、装置、计算机设备及存储介质，适用于坐席任务管理业务领域，如保险坐席，为坐席提供一种协办任务的管理方法。本申请基于坐席处于休假期间且有未完成的高优先级任务的场景下， 将其休假期间内的高优先级任务转分配给筛选出的其他坐席，由其他坐席协助完成，使得高优先级任务不会超期；同时，设定协办坐席必须在完成该高优先级的协办任务之后才能处理自己的非高优先级任务，进一步保证了高优先级任务能被及时处理。
实施例一
请参阅图1，本实施例的一种坐席协办任务管理方法中，包括以下步骤：
步骤01，获取第一坐席的待休假时间。
本步骤中，由系统获取第一坐席的待休假时间。当第一坐席在未来某一个时间段内需要进行休假时，系统可以从公司考勤系统等渠道获取到坐席的休假信息，也可以从坐席自己的休假录入获取到休假信息。休假信息一般包括待休假时间，即休假的起止日。
步骤02，获取第一坐席在所述待休假时间内的高优先级任务。
本步骤中，系统根据第一坐席的待休假时间的起止日，获取该期间内的高优先级任务。坐席任务的优先级一般由系统自定义，如包括高优先级、中优先级、低优先级，坐席可以将中优先级、低优先级任务编辑为高优先级任务，但不能将高优先级任务调整为中优先级、低优先级任务。高优先级任务一般可以包括断点任务、IB任务、客户服务期到期任务、VIP客户回访任务等等。本实施例中，高优先级任务定义为不可延期、超期任务，若有高优先级任务的处理期限恰好处于第一坐席的待休假时间内，而第一坐席无法早于待休假时间或在待休假时间内处理，则需要由系统获取这些无法及时处理的高优先级任务并由其他坐席协助处理。
步骤03，筛选出协办坐席并将所述高优先级任务作为协办任务转分配给所述协办坐席。
本步骤中，系统根据第一坐席的情况及待休假时间，筛选出合适的坐席作为第一坐席无法处理的高优先级任务的协办坐席，并将该高优先级任务作 为协办任务转分配给该协办坐席。在筛选协办坐席时，系统较佳地会根据其他坐席在待休假时间的状态，来确定转分配给哪个坐席。
在一个较佳实施例中，本步骤的筛选过程包括：步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否空闲，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否空闲，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否空闲，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；步骤034，判断在所述协办任务的待处理期间，是否有其他空闲坐席，若是则转给任务管理员，由所述任务管理员进行转分配。本较佳实施例筛选协办坐席的主要依据是其他坐席是否在高优先级任务的待处理期间内处于空闲状态，并依次从第一坐席的备选第一坐席、第一坐席所在团队的第二坐席、第一坐席所在团队的团队长、其他团队的坐席等角色进行判断，这些角色顺序的依据为对第一坐席业务的相似度、了解程度，如有处于空闲状态的则直接转分配给该坐席而不再判断后面的坐席。
在另一个较佳实施例中，本步骤的筛选过程包括：步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；步骤034，判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，若是则转给任务管理员，由所述任务管理员进 行转分配。本较佳实施例筛选协办坐席的主要依据是其他坐席是否在高优先级任务的待处理期间内有处理该任务的空闲时间，也即是说系统会获取该坐席在该高优先级任务待处理期间的本身工作的工作量及处理该高优先级任务所需要花费的时间，从而判断该坐席是否有处理该高优先级任务的空闲时间；并依次从第一坐席的备选第一坐席、第一坐席所在团队的第二坐席、第一坐席所在团队的团队长、其他团队的坐席等角色进行判断，这些角色顺序的依据为对第一坐席业务的相似度、了解程度，如有处理该高优先级任务的空闲时间则直接转分配给该坐席而不再判断后面的坐席。
在另一个较佳实施例中，本步骤的筛选过程包括：步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，且所述备选第一坐席的状态是否为愿意接受协办任务，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，且所述第二坐席的状态是否为愿意接受协办任务，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，且所述团队长的状态是否为愿意接受协办任务，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；步骤034，判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，且其状态是否为愿意接受协办任务，若是则转给任务管理员，由所述任务管理员进行转分配。本较佳实施例筛选协办坐席的主要依据是其他坐席是否在高优先级任务的待处理期间内有处理该任务的空闲时间，也即是说系统会获取该坐席在该高优先级任务待处理期间的本身工作的工作量及处理该高优先级任务所需要花费的时间，从而判断该坐席是否有处理该高优先级任务的空闲时间；同时要求该坐席的状态是愿意接受协办任务，也就是说坐席已设定自己的状态为例如“愿意接受系统分配的协 办任务”或“在工作量不饱和或有空闲时间的情况下，愿意接受系统分配的协办任务”；并依次从第一坐席的备选第一坐席、第一坐席所在团队的第二坐席、第一坐席所在团队的团队长、其他团队的坐席等角色进行判断，这些角色顺序的依据为对第一坐席业务的相似度、了解程度，如有处理该高优先级任务的空闲时间且愿意接受协办任务则直接转分配给该坐席而不再判断后面的坐席。
步骤04，监控所述协办任务是否处于待处理期，若是则执行步骤05。
本步骤中，在该高优先级任务转分配至协办坐席之后，系统监控该协办任务是否处于待处理期，如果尚未处于待处理期，则允许协办坐席处理其他任一任务，如果已处于待处理期，则执行后续的提示等步骤，以确保高优先级任务被及时处理。
在一个较佳实施例中，本步骤还包括监控协办坐席是否已完成自己的高优先级任务，若是则执行后续步骤，若否则提示协办坐席先完成自己的高优先级任务。目的是为了避免协办坐席遗漏、错过自己的高优先级任务处理时机，使协办坐席先完成自己的高优先级任务，才能处理协办的高优先级任务。
步骤05，监控所述协办坐席是否点击处理非高优先级任务，若是则执行步骤06。
本步骤中，在该高优先级任务处于待处理期时，协办坐席应当先优先完成该高优先级的协办任务，完成之后才能处理自己的中优先级、低优先级等非高优先级任务，以确保高优先级任务被及时处理。系统会监控协办坐席的操作行为，如协办坐席在系统中任务界面的点击动作。
步骤06，提示所述协办坐席处理所述协办任务。
本步骤中，当监测到协办坐席在高优先级协办任务处于待处理期时点击处理了非高优先级任务，系统会提示协办坐席先处理协办任务。此处的提示可以是具有强制性的指示，而非提醒，即协办坐席点击处理非高优先级任务的操作不被系统接受。
步骤07，判断所述协办坐席是否完成所述协办任务，若是则执行步骤08。
本步骤中，系统在高优先级协办任务的待处理期内监控协办坐席的工作，判断协办坐席是否处理并完成了协办任务，如果没有完成，则重复步骤06继续提示协办坐席处理协办任务，如果完成了协办任务，则执行步骤08。
步骤08，允许所述协办坐席处理非高优先级任务。
通过本实施例的坐席协办任务管理方法，可以确保高优先级协办任务能被技术处理，也可以提高坐席任务处理和管理过程的及时性、科学性和人性化。
在一个较佳实施例中，还包括步骤09，将所述协办任务的完成情况推送给所述第一坐席，并提示所述第一坐席是否同意将所述协办任务所对应的客户转给所述协办坐席。
请继续参阅图2，示出了一种坐席协办任务管理装置，在本实施例中，坐席协办任务管理装置10可以包括或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，并可实现上述坐席协办任务管理方法。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坐席协办任务管理装置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：
待休假时间获取模块11，适于获取第一坐席的待休假时间。
任务获取模块12，适于获取第一坐席在所述待休假时间内的高优先级任务。
协办坐席筛选模块13，适于筛选出协办坐席。
在一个较佳实施例中，协办坐席筛选模块13适于判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否空闲，若是则将所述备选第一坐席作为协办坐席，若否则判断在所述协办任务的待处理期间，所述第一 坐席所在团队的第二坐席是否空闲，若是则将所述第二坐席作为协办坐席，若否则判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否空闲，若是则将所述团队长作为协办坐席，若否则判断在所述协办任务的待处理期间，是否有其他空闲坐席，若是则转给任务管理员，由所述任务管理员确定协办坐席。
在另一个较佳实施例中，协办坐席筛选模块13适于判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，若是则将所述备选第一坐席作为协办坐席，若否则判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，若是则将所述第二坐席作为协办坐席，若否则判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，若是则将所述团队长作为协办坐席，若否则判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，若是则转给任务管理员，由所述任务管理员确定协办坐席。
在另一个较佳实施例中，协办坐席筛选模块13适于判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，且所述备选第一坐席的状态是否为愿意接受协办任务，若是则将所述备选第一坐席作为协办坐席，若否则判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，且所述第二坐席的状态是否为愿意接受协办任务，若是则将所述第二坐席作为协办坐席，若否则判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，且所述团队长的状态是否为愿意接受协办任务，若是则将所述团队长作为协办坐席，若否则判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，且其状态是否为愿意接受协办任务，若是则转给任务管理员，由所述任务管理员确定协办坐席。
任务转分配模块14，适于将所述高优先级任务作为协办任务转分配给所述协办坐席。
待处理期监控模块15，适于监控所述协办任务是否处于待处理期。
任务处理监控模块16，适于监控所述协办坐席是否点击处理非高优先级任务。
任务处理提示模块17，适于提示所述协办坐席处理所述协办任务。
在一个较佳实施例中，任务处理监控模块16还适于监控所述协办坐席是否已完成自己的高优先级任务，任务处理提示模块17还适于提示所述协办坐席先完成自己的高优先级任务。
任务完成判断模块18，适于判断所述协办坐席是否完成所述协办任务。
任务处理控制模块19，适于允许所述协办坐席处理非高优先级任务。
在一个较佳实施例中，坐席协办任务管理装置10还包括推送模块，适于将所述协办任务的完成情况推送给所述第一坐席；以及客户转移提示模块，适于提示所述第一坐席是否同意将所述协办任务所对应的客户转给所述协办坐席。
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，例如实施例一的坐席协办任务管理装置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，例如运行坐席协办任务管理装置10，以实现实施例一的坐席协办任务管理方法。
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坐席协办任务管理装置10，被处理器执行时实现实施例一的坐席协办任务管理方法。
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. 一种坐席协办任务管理方法，其特征在于，包括以下步骤：
    步骤01，获取第一坐席的待休假时间；
    步骤02，获取第一坐席在所述待休假时间内的高优先级任务；
    步骤03，筛选出协办坐席并将所述高优先级任务作为协办任务转分配给所述协办坐席；
    步骤04，监控所述协办任务是否处于待处理期，若是则执行步骤05；
    步骤05，监控所述协办坐席是否点击处理非高优先级任务，若是则执行步骤06；
    步骤06，提示所述协办坐席处理所述协办任务；
    步骤07，判断所述协办坐席是否完成所述协办任务，若是则执行步骤08；
    步骤08，允许所述协办坐席处理非高优先级任务。
  2. 根据权利要求1所述的坐席协办任务管理方法，其特征在于：步骤03中的筛选过程包括：
    步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否空闲，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；
    步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否空闲，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；
    步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否空闲，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；
    步骤034，判断在所述协办任务的待处理期间，是否有其他空闲坐席，若 是则转给任务管理员，由所述任务管理员进行转分配。
  3. 根据权利要求2所述的坐席协办任务管理方法，其特征在于：步骤03中的筛选过程包括：
    步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；
    步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；
    步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；
    步骤034，判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，若是则转给任务管理员，由所述任务管理员进行转分配。
  4. 根据权利要求3所述的坐席协办任务管理方法，其特征在于：步骤03中的筛选过程包括：
    步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，且所述备选第一坐席的状态是否为愿意接受协办任务，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；
    步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，且所述第二坐席的状态是否为愿意接受协办任务，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；
    步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的 团队长是否有处理所述协办任务的空闲时间，且所述团队长的状态是否为愿意接受协办任务，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；
    步骤034，判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，且其状态是否为愿意接受协办任务，若是则转给任务管理员，由所述任务管理员进行转分配。
  5. 根据权利要求1所述的坐席协办任务管理方法，其特征在于：步骤04还包括监控所述协办坐席是否已完成自己的高优先级任务，若是则执行步骤05，若否则提示所述协办坐席先完成自己的高优先级任务。
  6. 根据权利要求1所述的坐席协办任务管理方法，其特征在于：还包括步骤09，将所述协办任务的完成情况推送给所述第一坐席，并提示所述第一坐席是否同意将所述协办任务所对应的客户转给所述协办坐席。
  7. 一种坐席协办任务管理装置，其特征在于，其包括：
    第一待办任务组生成模块，适于获取系统生成的未来预设时间段内的第一待办任务组；
    第二待办任务组生成模块，适于获取坐席自定义的所述预设时间段内的第二待办任务组；
    任务车模块，适于被加入所述第一待办任务组和第二待办任务组；
    工作量计算模块，适于计算任务车模块中所述预设时间段内的工作量，所述预设时间段包括至少一个预设单位时间；
    工作量判断模块，适于判断预设单位时间的工作量是否大于第一预设阈值或小于第二预设阈值；
    提示模块，适于提示坐席调整任务车中的任务和/或提示坐席是否手动调整任务车中的任务；
    任务添加模块，适于将任务车中的任务添加到坐席的任务列表中。
  8. 根据权利要求7所述的坐席协办任务管理装置，其特征在于：
    所述协办坐席筛选模块适于判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否空闲，若是则将所述备选第一坐席作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否空闲，若是则将所述第二坐席作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否空闲，若是则将所述团队长作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，是否有其他空闲坐席，若是则转给任务管理员，由所述任务管理员确定协办坐席。
  9. 根据权利要求8所述的坐席协办任务管理装置，其特征在于：
    所述协办坐席筛选模块适于判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，若是则将所述备选第一坐席作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，若是则将所述第二坐席作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，若是则将所述团队长作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，若是则转给任务管理员，由所述任务管理员确定协办坐席。
  10. 根据权利要求9所述的坐席协办任务管理装置，其特征在于：
    所述协办坐席筛选模块适于判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，且所述备选第一坐席的状态是否为愿意接受协办任务，若是则将所述备选第一坐席作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，且所述第二坐席的状态是否为愿意接受协办任务，若是则将所述第二坐席作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，且所述团队长的状态是否为愿意接受协办任务，若是则将所述团队长作为协办坐席，若否则：
    判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，且其状态是否为愿意接受协办任务，若是则转给任务管理员，由所述任务管理员确定协办坐席。
  11. 根据权利要求7所述的坐席协办任务管理装置，其特征在于：所述任务处理监控模块还适于监控所述协办坐席是否已完成自己的高优先级任务，所述任务处理提示模块还适于提示所述协办坐席先完成自己的高优先级任务。
  12. 根据权利要求7所述的坐席协办任务管理装置，其特征在于：所述坐席协办任务管理装置还包括推送模块，适于将所述协办任务的完成情况推送给所述第一坐席；客户转移提示模块，适于提示所述第一坐席是否同意将所述协办任务所对应的客户转给所述协办坐席。
  13. 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计算机程序时实现坐席协办任务管理办法的以下步骤：
    步骤01，获取第一坐席的待休假时间；
    步骤02，获取第一坐席在所述待休假时间内的高优先级任务；
    步骤03，筛选出协办坐席并将所述高优先级任务作为协办任务转分配给所述协办坐席；
    步骤04，监控所述协办任务是否处于待处理期，若是则执行步骤05；
    步骤05，监控所述协办坐席是否点击处理非高优先级任务，若是则执行步骤06；
    步骤06，提示所述协办坐席处理所述协办任务；
    步骤07，判断所述协办坐席是否完成所述协办任务，若是则执行步骤08；
    步骤08，允许所述协办坐席处理非高优先级任务。
  14. 根据权利要求13所述的计算机设备，其特征在于：步骤03中的筛选过程包括：
    步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否空闲，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；
    步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否空闲，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；
    步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否空闲，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；
    步骤034，判断在所述协办任务的待处理期间，是否有其他空闲坐席，若是则转给任务管理员，由所述任务管理员进行转分配。
  15. 根据权利要求14所述的计算机设备，其特征在于：步骤03中的筛选过程包括：
    步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，且所述备选第一坐席的状态是否为愿意接受协办任务，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；
    步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，且所述第二坐席的状态是否为愿意接受协办任务，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；
    步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，且所述团队长的状态是否为愿意接受协办任务，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；
    步骤034，判断在所述协办任务的待处理期间，是否有其他坐席有处理所述协办任务的空闲时间，且其状态是否为愿意接受协办任务，若是则转给任务管理员，由所述任务管理员进行转分配。
  16. 根据权利要求13所述的计算机设备，其特征在于：步骤04还包括监控所述协办坐席是否已完成自己的高优先级任务，若是则执行步骤05，若否则提示所述协办坐席先完成自己的高优先级任务；还包括步骤09，将所述协办任务的完成情况推送给所述第一坐席，并提示所述第一坐席是否同意将所述协办任务所对应的客户转给所述协办坐席。
  17. 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：所述计算机程序被处理器执行时实现坐席协办任务管理办法的以下步骤：
    步骤01，获取第一坐席的待休假时间；
    步骤02，获取第一坐席在所述待休假时间内的高优先级任务；
    步骤03，筛选出协办坐席并将所述高优先级任务作为协办任务转分配给所述协办坐席；
    步骤04，监控所述协办任务是否处于待处理期，若是则执行步骤05；
    步骤05，监控所述协办坐席是否点击处理非高优先级任务，若是则执行步骤06；
    步骤06，提示所述协办坐席处理所述协办任务；
    步骤07，判断所述协办坐席是否完成所述协办任务，若是则执行步骤08；
    步骤08，允许所述协办坐席处理非高优先级任务。
  18. 根据权利要求17所述的计算机设备，其特征在于：步骤03中的筛选过程包括：
    步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否空闲，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；
    步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否空闲，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；
    步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否空闲，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；
    步骤034，判断在所述协办任务的待处理期间，是否有其他空闲坐席，若是则转给任务管理员，由所述任务管理员进行转分配。
  19. 根据权利要求18所述的计算机设备，其特征在于：步骤03中的筛选过程包括：
    步骤031，判断在所述协办任务的待处理期间，所述第一坐席的备选第一坐席是否有处理所述协办任务的空闲时间，且所述备选第一坐席的状态是否为愿意接受协办任务，若是则转分配给所述备选第一坐席作为协办坐席，若否则执行步骤032；
    步骤032，判断在所述协办任务的待处理期间，所述第一坐席所在团队的第二坐席是否有处理所述协办任务的空闲时间，且所述第二坐席的状态是否为愿意接受协办任务，若是则转分配给所述第二坐席作为协办坐席，若否则执行步骤033；
    步骤033，判断在所述协办任务的待处理期间，所述第一坐席所在团队的团队长是否有处理所述协办任务的空闲时间，且所述团队长的状态是否为愿意接受协办任务，若是则转分配给所述团队长作为协办坐席，若否则执行步骤034；
    步骤034，判断在所述协办任务的待处理期间，是否有其他坐席有处理所 述协办任务的空闲时间，且其状态是否为愿意接受协办任务，若是则转给任务管理员，由所述任务管理员进行转分配。
  20. 根据权利要求17所述的计算机设备，其特征在于：步骤04还包括监控所述协办坐席是否已完成自己的高优先级任务，若是则执行步骤05，若否则提示所述协办坐席先完成自己的高优先级任务；还包括步骤09，将所述协办任务的完成情况推送给所述第一坐席，并提示所述第一坐席是否同意将所述协办任务所对应的客户转给所述协办坐席。
PCT/CN2018/096468 2018-04-09 2018-07-20 坐席协办任务管理方法、装置、计算机设备及存储介质 Ceased WO2019196243A1 (zh)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201810312808.1 2018-04-09
CN201810312808.1A CN108521524B (zh) 2018-04-09 2018-04-09 坐席协办任务管理方法、装置、计算机设备及存储介质

Publications (1)

Publication Number Publication Date
WO2019196243A1 true WO2019196243A1 (zh) 2019-10-17

Family

ID=63432240

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2018/096468 Ceased WO2019196243A1 (zh) 2018-04-09 2018-07-20 坐席协办任务管理方法、装置、计算机设备及存储介质

Country Status (2)

Country Link
CN (1) CN108521524B (zh)
WO (1) WO2019196243A1 (zh)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN111586242A (zh) * 2020-04-30 2020-08-25 中国银行股份有限公司 一种业务呼叫转移方法及装置
CN112825169B (zh) * 2020-12-24 2023-09-22 苏州瑞畅信息技术有限公司 一种智能化企业管理系统及管理方法

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050201547A1 (en) * 2004-03-10 2005-09-15 Burg Frederick M. Call queuing
US20090281817A1 (en) * 2008-05-07 2009-11-12 International Business Machines Corporation Systems and methods for predicting wait time for service transactions
CN103634485A (zh) * 2013-11-25 2014-03-12 广州市聚星源科技有限公司 Acd及其实现方法
CN107332902A (zh) * 2017-06-29 2017-11-07 北京鸿联九五信息产业有限公司 在线客服系统的用户请求分配方法、装置和计算设备
CN107682572A (zh) * 2017-10-26 2018-02-09 平安科技（深圳）有限公司 客户进线分配方法、系统、计算机设备及存储介质

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6970547B2 (en) * 2003-05-12 2005-11-29 Onstate Communications Corporation Universal state-aware communications
CN105512778A (zh) * 2014-09-24 2016-04-20 北京神州泰岳软件股份有限公司 一种工单委托方法及系统
CN107292748A (zh) * 2016-04-13 2017-10-24 平安科技（深圳）有限公司 控制孤儿单分配的方法和装置
CN107147779A (zh) * 2017-04-21 2017-09-08 北京小米移动软件有限公司 信息提示方法及装置
CN107067187A (zh) * 2017-05-09 2017-08-18 北京凤凰理理它信息技术有限公司 电话任务管理方法、存储设备、存储介质和装置

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050201547A1 (en) * 2004-03-10 2005-09-15 Burg Frederick M. Call queuing
US20090281817A1 (en) * 2008-05-07 2009-11-12 International Business Machines Corporation Systems and methods for predicting wait time for service transactions
CN103634485A (zh) * 2013-11-25 2014-03-12 广州市聚星源科技有限公司 Acd及其实现方法
CN107332902A (zh) * 2017-06-29 2017-11-07 北京鸿联九五信息产业有限公司 在线客服系统的用户请求分配方法、装置和计算设备
CN107682572A (zh) * 2017-10-26 2018-02-09 平安科技（深圳）有限公司 客户进线分配方法、系统、计算机设备及存储介质

Also Published As

Publication number Publication date
CN108521524B (zh) 2020-10-16
CN108521524A (zh) 2018-09-11

Similar Documents

Publication Publication Date Title
CN106576114B (zh) 基于策略的资源管理和分配系统
US8856082B2 (en) Policy based population of genealogical archive data
US20160140508A1 (en) Managing dynamically schedulable meetings
US20170032000A1 (en) Database manager
WO2019080415A1 (zh) 客户进线分配方法、系统、计算机设备及存储介质
US20210319866A1 (en) Medical record management based on hub-and-spoke system
CN109901918B (zh) 一种处理超时任务的方法和装置
WO2019200767A1 (zh) 坐席任务分配方法、装置、计算机设备及存储介质
WO2019080416A1 (zh) 客户进线分配方法、系统、计算机设备及存储介质
EP4143720B1 (en) Efficient api with privacy protection
WO2019061998A1 (zh) 断点智能分流方法、电子装置及计算机可读存储介质
WO2019200759A1 (zh) 坐席信息处理方法、装置及计算机可读存储介质
WO2018121027A1 (zh) 客户数据屏蔽处理方法和装置
WO2019153545A1 (zh) 回访方法、装置、计算机设备及存储介质
US8510281B2 (en) Ultimate locking mechanism
CN113407331A (zh) 一种任务处理的方法、装置及存储介质
WO2019196243A1 (zh) 坐席协办任务管理方法、装置、计算机设备及存储介质
JP2019508760A (ja) 帳票情報入力方法、装置、サーバ及び記憶媒体
US10033737B2 (en) System and method for cross-cloud identity matching
WO2018052824A1 (en) Optimize meeting based on organizer rating
JP5057481B2 (ja) ワークフローシステム、制御方法、およびプログラム
WO2019056745A1 (zh) 业务合并方法、装置、设备及计算机可读存储介质
WO2019062020A1 (zh) 异步任务统一处理方法、装置及存储介质
WO2019174169A1 (zh) 坐席任务管理方法、装置、计算机设备及存储介质
US12587538B2 (en) Techniques for access certification reviewer selection

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 18914714

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

32PN Ep: public notification in the ep bulletin as address of the adressee cannot be established

Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205 DATED 20/01/2021)

122 Ep: pct application non-entry in european phase

Ref document number: 18914714

Country of ref document: EP

Kind code of ref document: A1