WO2019196243A1 - Procédé et appareil de gestion de tâches coopératives d'agent, dispositif informatique, et support de stockage - Google Patents

Procédé et appareil de gestion de tâches coopératives d'agent, dispositif informatique, et support de stockage Download PDF

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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
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Prior art keywords
agent
task
organized
processing
yes
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PCT/CN2018/096468
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English (en)
Chinese (zh)
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彭青龙
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平安科技（深圳）有限公司
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • 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.

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Abstract

L'invention concerne un procédé et un appareil de gestion de tâches coopératives d'agent, un dispositif informatique, et un support de stockage. Sur la base du scénario dans lequel un agent est dans une période de congés et présente des tâches non terminées à priorité élevée, les tâches à priorité élevée pendant la période de congés sont attribuées à d'autres agents sélectionnés, et les tâches sont terminées à l'aide des autres agents, de telle sorte que les tâches à priorité élevées ne seront pas en retard ; en même temps, il est établi que les agents coopératifs peuvent traiter leurs propres tâches à priorité non élevée uniquement après la fin des tâches coopératives à priorité élevée, de telle sorte qu'il est en outre garanti que les tâches à priorité élevée peuvent être traitées en temps opportun. Selon la présente invention, la présentation en temps opportun, le caractère scientifique et l'humanisation du processus de traitement et de gestion de tâches d'agent peuvent être améliorées.
PCT/CN2018/096468 2018-04-09 2018-07-20 Procédé et appareil de gestion de tâches coopératives d'agent, dispositif informatique, et support de stockage WO2019196243A1 (fr)

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