WO2019196243A1

WO2019196243A1 - Agent cooperative task management method and apparatus, and computer device and storage medium

Info

Publication number: WO2019196243A1
Application number: PCT/CN2018/096468
Authority: WO
Inventors: 彭青龙
Original assignee: 平安科技（深圳）有限公司
Priority date: 2018-04-09
Filing date: 2018-07-20
Publication date: 2019-10-17
Also published as: CN108521524A; CN108521524B

Abstract

The present application provides an agent cooperative task management method and apparatus, and a computer device and a storage medium. On the basis of the scenario in which an agent is in a vocation period and has unfinished high-priority tasks, the high-priority tasks during the vacation period are assigned to other screened agents, and the tasks are finished with the assistance of the other agents, so that the high-priority tasks will not be overdue; at the same time, it is set that the cooperative agents can process their own non-high-priority tasks only after finishing the cooperative high-priority tasks, so that it is further ensured that the high-priority tasks can be processed in a timely manner. According to the present application, the timeliness, scientificity and humanization of the agent task processing and management process can be improved.

Description

Agent co-management task management method, device, computer equipment and storage medium

This application claims the priority of the Chinese patent application filed on April 9, 2018, with the application number CN 2018103128081, entitled "Seat Co-Operation Task Management Method, Device, Computer Equipment and Storage Medium", the overall content of the Chinese patent application It is incorporated herein by reference.

Technical field

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.

Background technique

As an invisible service window for enterprises and user terminals to maintain close contact, 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.

In the prior art, when the agent is on vacation, if there is a high priority IB (incoming call) and the breakpoint task needs to be processed, 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. Moreover, 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.

Summary of the invention

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.

To achieve the above objective, 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;

In step 08, the co-agent is allowed to handle non-high priority tasks.

To achieve the above objective, the present application further provides 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.

To achieve the above object, 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 The following steps of the approach:

Step 01: Obtain a vacation time of the first agent;

Step 06, prompting the co-agent to handle the co-organized task;

In step 08, the co-agent is allowed to handle non-high priority tasks.

To achieve the above object, 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 06, prompting the co-agent to handle the co-organized task;

In 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.

DRAWINGS

1 is a flowchart of Embodiment 1 of a method for managing a co-organized task of the present application;

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.

detailed description

In order to make the objects, technical solutions, and advantages of the present application more comprehensible, the present application will be further described in detail below with reference to the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the application and are not intended to be limiting. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope 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. In the scenario that 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. At the same time, 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.

Embodiment 1

Referring to FIG. 1 , an agent cooperation task management method in this embodiment includes the following steps:

In step 01, the time of the first agent to be vacationed is obtained.

In this step, the system obtains the vacation time of the first agent. When the first agent needs to take a vacation in a certain time period in the future, 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.

In this step, 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. In this embodiment, 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.

In 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.

In this step, according to the situation of the first agent and the time to be vacationed, 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.

In a preferred embodiment, 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. If otherwise, 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.

In another preferred embodiment, 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, and if so, transfer to the task administrator, and the task manager performs transfer assignment. 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 self-work during the period and the time required to process the high-priority task, thereby determining whether the agent has idle time for processing the high-priority task; and sequentially selecting the first agent from the first agent, 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.

In another preferred embodiment, 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 so, transfer to the team leader as a co-sponsored agent, otherwise execute step 034; step 034 Determining whether, during the pending processing of the co-organized task, there are other agents having idle time for processing the co-organized task, and whether the status is a willingness to accept the co-sponsored task, and if so, transferring to the task manager, the task manager performs Transfer distribution. 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.

In step 04, it is monitored whether the co-organized task is in a pending period, and if yes, step 05 is performed.

In this step, after the high priority task is transferred to the cooperating agent, 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.

In a preferred embodiment, 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.

In this step, when the high priority task is in the pending period, 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.

In this step, when it is detected that the co-organized agent clicks and processes the non-high priority task when the high priority cooperating task is in the pending period, the system will prompt the cooperating agent to handle the cooperating task first. The prompt here 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.

In this step, 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.

In step 08, the co-agent is allowed to handle non-high priority tasks.

Through the 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.

In a preferred embodiment, 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.

Referring to FIG. 2, an agent co-organizing task management apparatus is shown. In this embodiment, 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.

In a preferred embodiment, 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. During the pending period of the task, whether the team leader of the team in which the first agent is located is idle, and if so, the team leader is the co-sponsored agent, if otherwise, whether there are other free agents during the pending period of the co-organized task, if Then transferred to the task manager, the task manager determines the co-host.

In another preferred embodiment, 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.

In another preferred embodiment, 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 otherwise determined during the pending period of the co-organized task, is there any other agent having an idle time for processing the co-organized task, and its status Co-No is willing to accept the task, if it is transferred to task manager, task manager is determined by the co-agent.

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.

In a preferred embodiment, the task processing monitoring module 16 is further adapted to monitor whether the cooperating agent has completed its own high priority task, and 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.

In a preferred embodiment, 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.

In this embodiment, 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. In some embodiments, memory 21 may be an internal storage unit of computer device 20, such as a hard disk or memory of computer device 20. In other embodiments, 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. Of course, the memory 21 can also include both internal storage units of the computer device 20 as well as external storage devices thereof. In this embodiment, 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. In this embodiment, 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.

The serial numbers of the embodiments of the present application are merely for the description, and do not represent the advantages and disadvantages of the embodiments.

Through the description of the above embodiments, those skilled in the art can clearly understand that the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better. Implementation.

The above is only a preferred embodiment of the present application, and is not intended to limit the scope of the patent application, and the equivalent structure or equivalent process transformations made by the specification and the drawings of the present application, or directly or indirectly applied to other related technical fields. The same is included in the scope of patent protection of this application.

Claims

A method for coordinating task management in a seat, characterized in that it comprises 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;

In step 08, the co-agent is allowed to handle non-high priority tasks.
The agent cooperation task management method according to claim 1, wherein the screening process in step 03 comprises:

Step 031, determining whether the candidate first seat of the first agent is idle during the pending processing of the co-organized task, and if yes, assigning the candidate first agent to the 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 is idle during the pending processing of the co-organized task, and if yes, assigning the second agent to the co-sponsored agent, if otherwise, performing step 033;

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 yes, assigning the team leader as the co-sponsored agent, if otherwise, executing step 034;

In step 034, it is determined whether there are other idle agents during the pending processing of the co-organized tasks, and if so, transferred to the task administrator, and the task administrator performs transfer distribution.
The agent cooperation task management method according to claim 2, wherein the screening process in step 03 comprises:

Step 031: 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-organized task, and if yes, assign the candidate to the alternate first agent as a co-organizer Seat, if otherwise, perform step 032;

Step 032: Determine whether the second agent of the team in which the first agent is located has an idle time for processing the co-organized task during the pending processing of the co-organized task, and if yes, assign the second agent to the second agent as a co-operating agent. If not, go to step 033;

Step 033: Determine 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 if yes, assign the team leader to the co-operating agent, otherwise Perform step 034;

Step 034: Determine whether other agents have idle time for processing the co-organized task during the pending processing of the co-organized task, and if yes, transfer to the task administrator, and the task manager performs transfer allocation.
The agent cooperation task management method according to claim 3, wherein the screening process in step 03 comprises:

Step 031: 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 acceptable Cooperating the task, if yes, then assigning to the candidate first agent as a co-sponsored agent, if otherwise executing step 032;

Step 032: Determine 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-organized task during the pending processing of the co-organized task. If yes, then transfer to the second agent as a co-sponsor, if otherwise, perform step 033;

Step 033: Determine 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 state of the team leader is willing to accept the co-organizing task, if Then transfer to the team leader as a co-sponsor, if otherwise, perform step 034;

Step 034: Determine whether there are other agents having idle time for processing the co-organized task during the pending processing of the co-organized task, and whether the status is a willingness to accept the co-sponsored task, and if yes, transferring to the task manager, the task is The administrator performs the transfer assignment.
The agent cooperation task management method according to claim 1, wherein the step 04 further comprises: monitoring whether the co-agent has completed its own high-priority task, and if yes, executing step 05, if otherwise, prompting the co-operating agent to first Complete your own high priority tasks.
The agent co-administration task management method according to claim 1, further comprising the step of: pushing the completion status of the co-organized task to the first agent, and prompting whether the first agent agrees to The customer corresponding to the co-organized task is transferred to the co-organized agent.
A seat co-organized task management device, characterized in that it comprises:

a first to-be-created task group generating module, configured to acquire a first to-be-executed task group in a future preset time period generated by the system;

a second to-be-created task group generating module, configured to acquire a second to-be-executed task group in the preset time period that is customized by the agent;

a task vehicle module adapted to be added to the first to-do task group and the second to-be-executed task group;

a workload calculation module, configured to calculate a workload in the preset time period in the task vehicle module, where the preset time period includes at least one preset unit time;

The workload determining module is configured to determine whether the workload of the preset unit time is greater than a first preset threshold or less than a second preset threshold;

The prompting module is adapted to prompt the agent to adjust the task in the task vehicle and/or to prompt the agent to manually adjust the task in the task vehicle;

A task addition module adapted to add tasks in the task car to the agent's task list.
The agent co-organizing task management device according to claim 7, wherein:

The cooperating agent screening module is adapted to determine whether the candidate first seat of the first agent is idle during the pending processing of the co-ordination task, and if yes, the candidate first agent is used as a co-operating agent, if not:

Determining, during the pending processing of the co-organized task, whether the second agent of the team in which the first agent is located is idle, and if so, using the second agent as a co-operating agent, if not:

Determining whether the team leader of the team in which the first agent is located is idle during the pending processing of the co-ordination task, and if so, the team leader is the co-sponsored agent, if not:

It is judged whether there are other free agents during the pending processing of the co-organized tasks, and if yes, transferred to the task administrator, and the task manager determines the co-operating agents.
The agent co-organized task management device according to claim 8, wherein:

The cooperating agent screening module is adapted to determine whether an alternate first seat of the first agent has an idle time for processing the cooperating task during a pending period of the cooperating task, and if yes, the candidate first The seat acts as a co-sponsored seat, if not:

Determining, during the pending processing of the co-organized task, 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 if so, the second agent is used as a co-operating agent, if not:

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 during the pending processing of the co-organized task, and if so, the team leader is the co-sponsored agent, if not:

It is determined whether, during the pending processing of the co-organized task, there are other agents having idle time for processing the co-organized task, and if yes, transferring to the task administrator, and the task manager determines the co-operating agent.
The agent co-organizing task management device according to claim 9, wherein:

The cooperating agent screening module is adapted to determine whether an alternate first seat of the first agent has an idle time for processing the cooperating task during the pending processing of the cooperating task, and the candidate first agent is Whether the status is willing to accept the co-sponsored task, and if so, the alternative first agent as the co-sponsored seat, if not:

Determining, during the pending processing of the co-organized task, 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-organizing task, and if so The second seat is used as a co-sponsored seat, if not:

Determining whether, during the pending processing of the co-organizing task, the team leader of the team in which the first agent is located has idle time for processing the co-organizing task, and whether the state of the team leader is willing to accept the co-organizing task, and if so, Said the team leader as a co-organizer, if not:

Determining, during the pending processing of the co-organized task, whether there are other agents having idle time for processing the co-organized task, and whether the status is a willingness to accept the co-sponsored task, and if yes, transferring to the task administrator, which is determined by the task manager Co-organized seats.
The agent co-organizing task management apparatus according to claim 7, wherein the task processing monitoring module is further adapted to monitor whether the co-operating agent has completed its own high-priority task, and the task processing prompting module is further adapted to The co-organizer is prompted to complete his high-priority tasks first.
The agent co-organizing task management device according to claim 7, wherein the agent co-organizing task management device further comprises a pushing module, configured to push the completion status of the co-operating task to the first agent; And a module, configured to prompt whether the first agent agrees to transfer the client corresponding to the co-organized task to the co-operating agent.
A computer device comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor executing the computer program to implement the following steps of the 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;

In step 08, the co-agent is allowed to handle non-high priority tasks.
The computer device according to claim 13, wherein the screening process in step 03 comprises:

Step 031, determining whether the candidate first seat of the first agent is idle during the pending processing of the co-organized task, and if yes, assigning the candidate first agent to the 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 is idle during the pending processing of the co-organized task, and if yes, assigning the second agent to the co-sponsored agent, if otherwise, performing step 033;

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 yes, assigning the team leader as the co-sponsored agent, if otherwise, executing step 034;

Step 034: Determine whether there are other idle agents during the pending processing of the co-organized task, and if yes, transfer to the task administrator, and the task manager performs transfer allocation.
The computer device according to claim 14, wherein the screening process in step 03 comprises:

Step 031: 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 acceptable Cooperating the task, if yes, then assigning to the candidate first agent as a co-sponsored agent, if otherwise executing step 032;

Step 032: Determine 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-organized task during the pending processing of the co-organized task. If yes, then transfer to the second agent as a co-sponsor, if otherwise, perform step 033;

Step 033: Determine 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 state of the team leader is willing to accept the co-organizing task, if Then transfer to the team leader as a co-sponsor, if otherwise, perform step 034;

Step 034: Determine whether there are other agents having idle time for processing the co-organized task during the pending processing of the co-organized task, and whether the status is a willingness to accept the co-sponsored task, and if yes, transferring to the task manager, the task is The administrator performs the transfer assignment.
The computer device according to claim 13, wherein the step 04 further comprises: monitoring whether the co-agent has completed its own high-priority task, and if yes, executing step 05, if otherwise, prompting the co-operating agent to complete his or her own a high priority task; further comprising a step 09, pushing the completion status of the coordinating task to the first agent, and prompting whether the first agent agrees to transfer the client corresponding to the cooperating task to the cooperating agent .
A computer readable storage medium having stored thereon a computer program, wherein: when the computer program is executed by the processor, the following steps of the agent cooperation task management method are implemented:

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;

In step 08, the co-agent is allowed to handle non-high priority tasks.
The computer device according to claim 17, wherein the screening process in step 03 comprises:

Step 031, determining whether the candidate first seat of the first agent is idle during the pending processing of the co-organized task, and if yes, assigning the candidate first agent to the 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 is idle during the pending processing of the co-organized task, and if yes, assigning the second agent to the co-sponsored agent, if otherwise, performing step 033;

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 yes, assigning the team leader as the co-sponsored agent, if otherwise, executing step 034;

Step 034: Determine whether there are other idle agents during the pending processing of the co-organized task, and if yes, transfer to the task administrator, and the task manager performs transfer allocation.
The computer device according to claim 18, wherein the screening process in step 03 comprises:

Step 031: 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 acceptable Cooperating the task, if yes, then assigning to the candidate first agent as a co-sponsored agent, if otherwise executing step 032;

Step 032: Determine 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-organized task during the pending processing of the co-organized task. If yes, then transfer to the second agent as a co-sponsor, if otherwise, perform step 033;

Step 033: Determine 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 state of the team leader is willing to accept the co-organizing task, if Then transfer to the team leader as a co-sponsor, if otherwise, perform step 034;

Step 034: Determine whether there are other agents having idle time for processing the co-organized task during the pending processing of the co-organized task, and whether the status is a willingness to accept the co-sponsored task, and if yes, transferring to the task manager, the task is The administrator performs the transfer assignment.
The computer device according to claim 17, wherein the step 04 further comprises: monitoring whether the co-agent has completed its own high-priority task, and if so, executing step 05, if otherwise, prompting the co-operating agent to complete his or her own a high priority task; further comprising a step 09, pushing the completion status of the coordinating task to the first agent, and prompting whether the first agent agrees to transfer the client corresponding to the cooperating task to the cooperating agent .