WO2020019471A1 - 自动派工方法、装置、计算机设备及存储介质 - Google Patents

自动派工方法、装置、计算机设备及存储介质 Download PDF

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Publication number
WO2020019471A1
WO2020019471A1 PCT/CN2018/107470 CN2018107470W WO2020019471A1 WO 2020019471 A1 WO2020019471 A1 WO 2020019471A1 CN 2018107470 W CN2018107470 W CN 2018107470W WO 2020019471 A1 WO2020019471 A1 WO 2020019471A1
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list
agent
agent group
lists
remaining
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PCT/CN2018/107470
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English (en)
French (fr)
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张世行
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平安科技（深圳）有限公司
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063112—Skill-based matching of a person or a group to a task

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  • the present application relates to the technical field of task management, and in particular, to a method, an apparatus, a computer device, and a storage medium for automatically dispatching work.
  • 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 company's business activities. Playing an increasingly important role.
  • Agent service is an important way for the call center system to provide services to customers. Agent service refers to the process by which agents provide customers with corresponding services through the support system of the call center.
  • the purpose of this application is to provide an automatic dispatch method, device, computer equipment and storage medium, which are used to solve the problems of uneven distribution of lists in the prior art and easy generation of backlog.
  • the present application provides an automatic dispatching method, including the following steps: detecting the remaining amount of lists in various types of list pools, wherein different types of lists are divided into different types of list pools; detecting the dispatch of various types of agent groups The agent group is classified according to the ability and expertise of the agent, wherein the dispatch situation includes the current amount of the list and the corresponding list type of the agent group, and the classification of the agent group corresponds to the classification of the list pool; According to the remaining amount of the list and the dispatch situation, the lists in the various types of pools are automatically allocated to the corresponding agent groups; the lists allocated to the agent groups are automatically allocated to the corresponding agent names.
  • the present application further provides an automatic dispatching device, which includes: a first detection module for detecting the remaining amount of the list in various types of list pools, wherein different types of lists are divided into different types of list pools;
  • the second detection module is used to detect the dispatch situation of various types of agent groups, and the agent groups are classified according to the capabilities and expertise of the agents, wherein the dispatch situation includes the current remaining amount of the agent group and the corresponding list type
  • the classification of the agent group corresponds to the classification of the list pool;
  • the first allocation module is configured to automatically allocate the lists in the various types of list pools to the corresponding agent group according to the remaining amount of the list and the dispatch situation;
  • the second An assignment module is used to automatically assign a list assigned to an agent group to a corresponding agent name.
  • the present application further provides a computer device including a memory, a processor, and a computer program stored on the memory and executable on the processor.
  • the processor implements an automatic dispatch method when the computer program is executed. The following steps: detect the remaining amount of lists in various types of list pools, where different types of lists are divided into different types of list pools; detect the dispatch of various types of agent groups, which are classified according to their capabilities and expertise Wherein, the dispatch situation includes the current remaining list amount of the agent group and the corresponding list type, and the classification of the agent group corresponds to the classification of the list pool; according to the remaining amount of the list and the dispatch situation, The list in the list pool is automatically allocated to the corresponding agent group; the list allocated to the agent group is automatically allocated to the corresponding agent name.
  • the present application also provides a computer-readable storage medium on which a computer program is stored.
  • the following steps of the automatic dispatch method are implemented: detecting the remaining amount of the list in various types of list pools, Among them, different types of lists are divided into different types of list pools; the assignment of various types of agent groups is detected, and the agent groups are classified according to the ability and expertise of the agents, wherein the dispatch situation includes the current remaining of the agent groups
  • the amount of the list and the corresponding list type, the classification of the agent group corresponds to the classification of the list pool; the list in each type of list pool is automatically allocated to the corresponding agent group according to the remaining amount of the list and the dispatch situation;
  • the list of agent groups is automatically assigned to the corresponding agent name.
  • the list is automatically assigned to each agent group and further assigned to each agent. This can ensure that the list allocated by each agent is balanced, and is compatible with the ability and expertise of each agent, and avoids the backlog of the list.
  • FIG. 1 is a flowchart of Embodiment 1 of an automatic dispatch method of this application
  • FIG. 2 is a schematic diagram of a program module of the first embodiment of the automatic dispatching device of the present application
  • FIG. 3 is a schematic diagram of a hardware structure of Embodiment 1 of the automatic dispatching device of the present application.
  • the automatic dispatch method, device, computer equipment and storage medium provided in this application are applicable to the field of insurance business, and provide agents with an automatic method based on detecting the amount of remaining lists and the capabilities and expertise of agents.
  • This application classifies agents and lists according to their capabilities and expertise in advance, detects the remaining amount of the list and the dispatch situation in various types of list pools to automatically assign lists to each agent group, and further allocates to each agent, which can ensure that each The list of agents allocated is balanced and adapted to the capabilities and expertise of each agent to avoid a backlog of lists.
  • an automatic dispatching method in this embodiment includes the following steps:
  • step S101 the remaining amount of the list in each type of list pool is detected, wherein different types of lists are divided into different types of list pools.
  • the list type can be divided according to the business handled by the agent. For example, in the field of insurance finance, it can include but is not limited to: insurance list, loan list, etc. Of course, it can be further subdivided into specific categories, for example, loan types Divided into O2O loans, car sales loans and so on. Therefore, the list pool is correspondingly divided into an insurance list pool and a loan list pool, or is further divided into an O2O loan list pool and a car sales loan list pool.
  • the background system After receiving the list, the background system first classifies the list and divides the list into the corresponding list pool according to the preset list pool type.
  • the received list can be identified and extracted to initially determine the type of the received list to classify it. For example, for the list of users whose insurance is about to expire, the basic information of the user and its insurance-related information, such as: policy number, insurance deposit, insurance time, etc. Divide it into a list pool of insurance types.
  • the detection of the remaining amount of the list may specifically include: counting the number of lists of various types of list pools every preset period or counting the number of lists of various types of list pools in real time.
  • the number of lists in various list pools can be counted, and the orders in the list pool can be monitored, and the number of orders in the list pool can be counted on a periodic or real-time basis, and the number of orders can be added to the list.
  • Step S102 Detect the dispatch situation of various agent groups, and the agent groups are classified according to the capabilities and expertise of the agents.
  • the classification of the agent groups corresponds to the classification of the list pool, that is, the classification of the agent groups and the list pool is the same. of.
  • the dispatching situation includes: the amount of the roster of the agent group and the corresponding list type, wherein the roster reflects the current remaining workload of the agent group, and the corresponding list type reflects the distribution of the current remaining roster of the agent group.
  • the capacity of an agent may be calculated by statistically calculating an average list processing amount per unit time within a preset time period before the agent, and determining the agent's capability through the average list processing amount. The larger the average list processing capacity, the stronger the agent's ability; otherwise, the weaker.
  • the agent's expertise can be based on the statistics of the agent's various types of lists, and then calculate the average amount of the corresponding unit time, and then sort by the category of the list, the category of the list with the largest average is the category that the agent is best at, The category with the second-largest average is the second-best category, and so on.
  • the agents After determining the capabilities and expertise of each agent, group the agents. Specifically, it can be evenly distributed according to the agent's ability and expertise, so that the agent ability of each agent group is relatively average, and the corresponding expertise is relatively average. Specifically, the average list processing capacity of all agents in each agent group per unit time can be made equal or approximately equal, so that the capabilities of the agent groups are relatively even; the types of lists of all agents in each agent group can be made by allocation. The amount of processing is equal or substantially equal, making the expertise of the agent group relatively average. In this way, when assigning the list, you only need to dispatch according to the number of unprocessed lists in the agent group, which is convenient and fast; you can also classify the agents who are good at the same type of list into the same group according to their expertise.
  • Agent groups and then balance the agent groups that are good at handling multiple types of single names according to their capabilities. For example, divide the O2O loans that are good at processing into one group, and the good at car sales loans into one group. There are a large number of people who are good at O2O loans, and the agents who are good at both O2O loans and car sales loans are allocated to the agents who are good at car life loans to achieve a balanced staffing.
  • the dispatch situation of various types of agent groups can be reflected by the amount of lists of various types of agent groups and the corresponding list types.
  • a statistics module can be set at each agent group node to count the number of lists of corresponding agent groups, find the backlog of the list in time, and obtain the types of each list. By understanding the dispatch status of each agent group, it can be determined The percentage of the list allocation of the agent group is used as the basis for the list allocation.
  • Step S103 Automatically allocate the lists in the various types of list pools to the corresponding agent groups according to the remaining amount of the list and the dispatch situation.
  • the equilibrium calculation may be to use the dispatch situation to determine the list allocation weight that each agent group can bear, then multiply the remaining amount of the list by the corresponding weight to obtain the list allocation number of the corresponding agent group, and finally allocate the determined list allocation amount. To the corresponding agent group.
  • step S104 the list assigned to the agent group is automatically assigned to the corresponding agent name.
  • each agent group since the agents are divided according to the group, after assigning to the corresponding group, which agents correspond to the group are determined.
  • list allocation can also be performed according to the capabilities of each agent calculated in advance. For example, for a capable agent, the dispatch amount can be increased in proportion. The proportion can be determined by the capacity of a predetermined agent. Strong, the larger the corresponding ratio, the specific value can be set in advance. In this way, the processing efficiency of the list can be improved and the backlog of the list can be reduced.
  • the list is automatically assigned to each agent group and further assigned to each agent. This can ensure that the list allocated by each agent is balanced, and is compatible with the ability and expertise of each agent, and avoids the backlog of the list.
  • automatically assigning the lists in various types of list pools to the corresponding agent groups according to the remaining amount of the list and the dispatch situation includes: using the dispatch situation to determine the list allocation weight of each agent group, and the list allocation weight is the corresponding agent group Proportion of the remaining amount of the list that can be taken; multiply the remaining amount of the list by the weight of the list allocation to obtain the list allocation amount of various agent groups; allocate the list to various agent groups according to the list allocation amount of each agent group.
  • the current remaining list of each agent group can be divided by the total remaining list of all agent groups to obtain multiple list allocation weights that are the same as the number of agent groups; Multiple lists are assigned in ascending order of weights and the order of descending order of the current remaining list of the agent group is matched one by one, so that the corresponding weight of the agent group with the most remaining list is the smallest, and each agent is obtained.
  • the list of groups is assigned weights. Then use each agent group to assign weight to the Indian list to calculate the number of lists allocated to that agent group.
  • the agent group includes: A1, A2, A3, A4, and A5; the corresponding remaining list quantities are X1, X2, X3, X4, and X5, in which the value is X1> X2> X3> X4> X5.
  • the weights of multiple lists assigned through calculation are: X1 / (X1 + X2 + X3 + X4 + X5), X2 / (X1 + X2 + X3 + X4 + X5), X3 / (X1 + X2 + X3 + X4 + X5), X4 / (X1 + X2 + X3 + X4 + X5), and X5 / (X1 + X2 + X3 + X4 + X5).
  • the weight of each agent group can be adjusted according to a preset coefficient.
  • the principle is the same as above, but the adjustment is based on the weight. Coefficient, and when assigning, priority can be given to the agent group with a high capacity coefficient and the agent group with a small number of remaining lists.
  • using the dispatch situation to determine the list allocation weight of each agent group includes: dividing the current remaining list amount of each agent group by the total remaining list amount of all agent groups to obtain a plurality of initial numbers equal to the number of agent groups
  • List allocation weights paired one by one in descending order of the multiple initial list allocation weights and the order of the remaining remaining list amounts of the agent group one by one, so that the agent group with the most remaining list amount currently corresponds
  • the minimum weight is obtained; the adjustment coefficient corresponding to each agent group is obtained, and the adjustment coefficient is a coefficient set according to the capabilities and expertise of the corresponding agent group; the initial list allocation weight corresponding to each agent group is multiplied by the corresponding adjustment coefficient to obtain Weights are assigned to the list of each agent group.
  • weights: X1 / (X1 + X2 + X3 + X4 + X5), X2 / (X1 + X2 + X3 + X4 + X5), X3 / (X1 + X2 + X3 + X4 + X5), X4 / (X1 + X2 + X3 + X4 + X5) and X5 / (X1 + X2 + X3 + X4 + X5) are assigned the initial list weights in this embodiment.
  • the allocation method further includes: detecting the login status of the agent, and not assigning the list to the agents who are not logged in and have a small number of names, and only allocates the list to the already registered agents. This will avoid backlogs caused by assigning lists to unregistered agents.
  • the method further includes: sending reminder information to the terminal of the agent to remind the agent that there is a new list to follow up to ensure timely processing of the list.
  • the list allocation is automatically performed for each agent by using a balance mechanism, and reminders are given after the list is allocated, and the agent is notified in time to perform list processing, which improves the work efficiency of the agent and reduces the backlog of the list.
  • the automatic dispatching device 10 may include or be divided into one or more program modules, and one or more program modules are stored in the storage. Media, and executed by one or more processors to complete this application, and can implement the above-mentioned automatic dispatch method.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing specific functions, and is more suitable for describing the execution process of the automatic dispatching device 10 in a storage medium than the program itself. The following description will specifically introduce the functions of the program modules of this embodiment:
  • the first detection module 11 is configured to detect the remaining amount of the lists in various types of list pools, wherein different types of lists are divided into different types of list pools;
  • the second detection module 12 is used to detect the dispatch situation of various agent groups, and the agent groups are classified according to the capabilities and expertise of the agents. Among them, the dispatch situation includes the current remaining list amount of the agent group and the corresponding list type. The classification corresponds to the classification of the list pool;
  • the first allocation module 13 is configured to automatically allocate lists in various types of list pools to corresponding agent groups according to the remaining amount of the list and the dispatch situation;
  • the second allocation module 14 is configured to automatically allocate the list allocated to the agent group to the corresponding agent name.
  • the list is automatically assigned to each agent group and further assigned to each agent This can ensure that the list allocated by each agent is balanced, and is compatible with the ability and expertise of each agent, and avoids the backlog of the list.
  • the first allocation module includes: a determining unit, configured to determine a list allocation weight of each agent group by using the dispatch situation, and the list allocation weight is a proportion of the remaining amount of the list that the corresponding agent group can bear; a calculation unit that uses The remaining amount of the list is multiplied by the allocation weight of the list to obtain the list allocation number of various agent groups; the allocation unit is used to allocate the list to the various agent groups according to the list allocation amount of each agent group.
  • the determining unit is specifically configured to divide the current remaining list amount of each agent group by the total remaining list amount of all agent groups to obtain multiple list allocation weights that are the same as the number of agent groups; The small to large order and the small to large order of the current remaining list amount of the agent group are paired one by one.
  • the determining unit is specifically configured to divide the current remaining list amount of each agent group by the total remaining list amount of all agent groups to obtain multiple initial list allocation weights that are the same as the number of agent groups; assign weights according to multiple initial lists The big to small order and the small to big order of the current remaining list of the agent group are matched one by one; get the adjustment coefficient corresponding to each agent group, the adjustment coefficient is a coefficient set according to the ability and expertise of the corresponding agent group; The initial list allocation weight corresponding to the agent group is multiplied by the corresponding adjustment coefficient to obtain the list allocation weight of each agent group.
  • the second allocation module is specifically configured to detect whether each agent in the agent group is logged in; when an unregistered agent is detected, no list is allocated to it.
  • a sending module configured to automatically send the reminder information to the terminal corresponding to the agent assigned to the list after the list assigned to the agent group is automatically assigned to the corresponding agent name.
  • the first detection module is specifically configured to count the number of lists of various types of list pools every preset period; or, count the number of lists of various types of list pools in real time.
  • This embodiment also provides a computer device, such as a smart phone, tablet computer, notebook computer, desktop computer, rack server, blade server, tower server, or rack server (including a stand-alone server, or Server cluster consisting of multiple servers).
  • the computer device 20 of this embodiment includes, but is not limited to, a memory 21 and a processor 22 that can be communicatively connected to each other through a system bus, as shown in FIG. 3. It should be noted that FIG. 3 only shows the computer device 20 with components 21-22, but it should be understood that it is not required to implement all the illustrated components, and more or fewer components may be implemented instead.
  • the memory 21 (ie, a readable storage medium) includes 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), Read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), magnetic memory, magnetic disks, optical disks, etc.
  • the memory 21 may be an internal storage unit of the computer device 20, such as a hard disk or a memory of the 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, a smart memory card (SMC), and a secure digital (Secure Digital, SD) card, flash card, etc.
  • the memory 21 may also include both the internal storage unit of the computer device 20 and its external storage device.
  • the memory 21 is generally used to store an operating system and various application software installed on the computer device 20, such as program codes of the automatic dispatching device 10 of the first embodiment.
  • the memory 21 may also be used to temporarily store various types of data that have been output or are to be output.
  • the processor 22 may be a central processing unit (CPU), a controller, a microcontroller, a microprocessor, or other data processing chip in some embodiments.
  • the processor 22 is generally used to control the overall operation of the computer device 20.
  • the processor 22 is configured to run program code or process data stored in the memory 21, for example, to run the automatic dispatch device 10 to implement the automatic dispatch method of the first embodiment.
  • This embodiment also 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), Read memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), magnetic memory, magnetic disks, optical disks, servers, App application stores, etc., which have computer programs stored on them, When the program is executed by the processor, the corresponding function is realized.
  • the computer-readable storage medium of this embodiment is used to store the automatic dispatch device 10, and when executed by a processor, implements the automatic dispatch method of the first embodiment.

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Abstract

一种自动派工方法、装置、计算机设备及存储介质，通过检测各类名单池内的名单剩余量（S101），其中，不同类型的名单划分到不同类型的名单池；检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类（S102），其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组（S103）；将分配到坐席组的名单自动分配到相应的坐席名下（S104），这样能够保证各坐席分配的名单均衡，并与各坐席的能力和专长相适应，避免出现名单积压的情况。

Description

自动派工方法、装置、计算机设备及存储介质
本申请申明享有2018年7月25日递交的申请号为CN 201810824534.4、名称为“自动派工方法、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
本申请涉及任务管理技术领域，尤其涉及一种自动派工方法、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。
现在很多类似产品都是采用名单抽取或指定人工分配的方式进行名单管理，名单处理时效不可控，如产生名单积压会严重影响名单热度，导致客户贷款意向降低或转其他公司而失去客户。对于各坐席，在名单量不是很充足的情况下，通过抽取的方式会存在先到先得，或者分配不均匀的情况，有些坐席名单处理不完，有些坐席没有名单，导致公司人力上的浪费。
发明内容
本申请的目的是提供一种自动派工方法、装置、计算机设备及存储介质，用于解决现有技术存在名单分配不均衡、容易产生积压的问题。
为实现上述目的，本申请提供一种自动派工方法，包括以下步骤：检测 各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；将分配到坐席组的名单自动分配到相应的坐席名下。
为实现上述目的，本申请还提供一种自动派工装置，其包括：第一检测模块，用于检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；第二检测模块，用于检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；第一分配模块，用于根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；第二分配模块，用于将分配到坐席组的名单自动分配到相应的坐席名下。
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自动派工方法的以下步骤：检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；将分配到坐席组的名单自动分配到相应的坐席名下。
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自动派工方法的以下步骤：检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；将分配到坐席组的名单自动分配到相应的坐席名下。
根据本申请实施例，通过预先按照坐席能力和专长对坐席和名单进行分类，检测各类名单池内的名单剩余量和派工情况，来自动分配名单至各坐席组，并进一步分配到各坐席，这样能够保证各坐席分配的名单均衡，并与各坐席的能力和专长相适应，避免出现名单积压的情况。
附图说明
图1为本申请自动派工方法实施例一的流程图；
图2为本申请自动派工装置实施例一的程序模块示意图；
图3为本申请自动派工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。
本申请提供的自动派工方法、装置、计算机设备及存储介质，适用于保 险业务领域，为坐席提供一种基于检测剩余名单量以及坐席能力和专长的自动沛公方法。本申请通过预先按照坐席能力和专长对坐席和名单进行分类，检测各类名单池内的名单剩余量和派工情况，来自动分配名单至各坐席组，并进一步分配到各坐席，这样能够保证各坐席分配的名单均衡，并与各坐席的能力和专长相适应，避免出现名单积压的情况。
实施例一
请参阅图1，本实施例的一种自动派工方法中，包括以下步骤：
步骤S101，检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池。名单类型可以根据坐席所处理的业务进行划分，例如，在保险金融领域，可以包括但不限于：保险类名单、贷款类名单等，当然，也可以进一步细分成具体的类别，例如，贷款类型划分为O2O贷款、车售贷款等。因此，名单池则对应分为保险类名单池、贷款类名单池，或者进一步分为O2O贷款名单池、车售贷款名单池。后台系统在接收到名单之后，先对名单进行分类，按照预先设置的名单池类型将名单划分到对应的名单池下。其中，由于名单上会记载一些基本信息和业务相关的信息，可以通过对接收到的名单进行信息识别和提取，从而初步判断其所属类型，以此来进行分类。例如，对于保险快到期的用户名单，其上会记录用户的基本信息，以及其保险相关信息，例如：保单号、保金、保险时间等等，通过信息识别出其出的保险业务，则将其划分到保险类型的名单池中。
可选地，对于名单剩余量的检测具体可以包括：每隔预设周期统计各类名单池的名单数量或者实时统计各类名单池的名单数量。
进一步可选地，可以在启动系统之后，统计各类名单池的名单数量，然后对名单池的进单进行监控，按周期或者实时统计名单池的进单数量，将该进单数量加上上一次统计到的名单剩余量得到当前的名单池内名单剩余量。
步骤S102，检测各类坐席组的派工情况，坐席组按照坐席的能力和专长 进行分类，其中，坐席组的分类与名单池的分类对应，也就是坐席组和名单池的分类的类别是相同的。派工情况包括：坐席组的名单量和对应的名单类型，其中，名单量反应的是该坐席组的当前剩余的工作量，对应的名单类型则反应该坐席组当前剩余名单量的分布情况，通过检测该派工情况，能够帮助合理的进行派工。
本申请实施例中，坐席的能力可以通过统计计算该坐席之前预设时间段内的单位时间内的平均名单处理量，通过该平均名单处理量来确定坐席的能力。其中平均名单处理量越大，坐席的能力越强；反之，则越弱。
坐席的专长则可以根据统计坐席的各类名单的处理量，然后计算相应的单位时间的平均量，然后按照名单的类别进行排序，平均量最大的名单的类别则是该坐席最擅长的类别，平均量第二大的名单的类别则是第二擅长的类别，依次类推。
在确定出个坐席的能力和专长之后，对坐席进行分组。具体地，可以按照坐席的能力和专长进行平均分配，以使得每个坐席组的坐席能力相对平均，相应的专长也相对平均。具体地，可以通过分配使得每个坐席组内所有坐席的单位时间内的平均名单处理量相等或者大致相等，使得坐席组的能力相对平均；通过分配使得每个坐席组内所有坐席的各类名单的处理量相等或者基本相等，使得坐席组的专长相对平均。这样，在进行名单分配时，只需要根据坐席组内未处理的名单数量进行派单即可，方便快捷；也可以按照坐席的专长进行分类，将对擅长同一类的名单处理的坐席分到同一坐席组，然后按照坐席的能力对擅长多类单名处理的坐席进行个坐席组的均衡处理，例如，将擅长处理O2O贷款的分到一个组，将擅长车售贷款的分到一个组，如果擅长O2O贷款的一组人数众多，则将既擅长O2O贷款又擅长车售贷款的坐席分配到擅长车寿贷款的坐席组内，实现人员分配的均衡性。
可选地，各类坐席组的派工情况可以通过各类坐席组的名单量以及对应的名单类型来反应。具体地，可以在各坐席组节点处设置统计模块，用以统 计对应坐席组的名单量，及时发现名单积压情况，并获取各名单的类型，通过了解各坐席组的派工情况，可以确定出该坐席组名单分配的比例，以此作为名单分配的依据。
步骤S103，根据名单剩余量和派工情况将各类名单池内的名单自动分配到对应的坐席组。通过均衡计算，确定出名单分配的方式和数量，按照坐席组派工情况对名单剩余量进行分配。具体地，均衡计算可以是利用派工情况确定出各坐席组可承担的名单分配权重，然后将名单剩余量乘以相应的权重得到对应坐席组的名单分配数量，最后将确定的名单分配数量分派到对应的坐席组。
步骤S104，将分配到坐席组的名单自动分配到相应的坐席名下。
在各坐席组内，由于坐席按照组别划分，那么分配到相应的组之后，该组对应的有哪些坐席是确定的。可以采用发牌机制进行名单派发，也即是按照坐席顺序逐个坐席逐个派发名单。可选地，还可以按照预先统计出的各坐席能力进行名单分配，例如，对于能力强的坐席，可以按照比例增加派单量，其比例可以通过预先确定的坐席的能力来确定，坐席能力越强，对应的比例越大，其具体值可以预先设置。这样，能够提高名单的处理效率，降低名单积压量。
根据本申请实施例，通过预先按照坐席能力和专长对坐席和名单进行分类，检测各类名单池内的名单剩余量和派工情况，来自动分配名单至各坐席组，并进一步分配到各坐席，这样能够保证各坐席分配的名单均衡，并与各坐席的能力和专长相适应，避免出现名单积压的情况。
可选地，根据名单剩余量和派工情况将各类名单池内的名单自动分配到对应的坐席组包括：利用派工情况确定出各坐席组的名单分配权重，名单分配权重为对应坐席组所能够承担的名单剩余量的比例；将名单剩余量乘以名单分配权重，得到各类坐席组的名单分配数量；按照各坐席组的名单分配数量分配名单到各类坐席组。
具体地，当各坐席组的能力和专长相当时，可以利用各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个名单分配权重；按照多个名单分配权重的从大到小的顺序和所述坐席组当前剩余的名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小，得到每个坐席组的名单分配权重。然后利用每个坐席组对印度额名单分配权重计算得到该坐席组所分配到的名单数量。
举例说明：坐席组包括：A1、A2、A3、A4和A5；对应的剩余的名单量依次为X1、X2、X3、X4和X5，其中，值得大小为X1＞X2＞X3＞X4＞X5。通过计算得到多个名单分配权重依次为：X1/(X1+X2+X3+X4+X5)、X2/(X1+X2+X3+X4+X5)、X3/(X1+X2+X3+X4+X5)、X4/(X1+X2+X3+X4+X5)和X5/(X1+X2+X3+X4+X5)。
在进行权重分配时，将X5/(X1+X2+X3+X4+X5)作为坐席组A1的权重，X4/(X1+X2+X3+X4+X5)作为坐席组A2的权重，X3/(X1+X2+X3+X4+X5)作为坐席组A3的权重，X2/(X1+X2+X3+X4+X5)作为坐席组A4的权重，X1/(X1+X2+X3+X4+X5)作为坐席组A5的权重。
作为一种可选的实施方式，当各坐席组的能力和专长不一样时，可以根据预先设置的系数，调整各坐席组的权重，其原理同上，只是在权重的基础上再乘上一个调节系数，并且在进行分配时，可以优先分配能力系数高的坐席组和剩余名单数量少的坐席组。具体地，利用所述派工情况确定出各坐席组的名单分配权重包括：各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个初始名单分配权重；按照所述多个初始名单分配权重的从大到小的顺序和所述坐席组当前剩余的名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小；获取每个坐席组对应的调节系数，所述调节系数为根据对应坐席组的能力和专长设置的系数；将每个坐席组对应的初始名单分配权重乘以对应的 调节系数，得到各坐席组的名单分配权重。
以上述举例进一步说明：权重：X1/(X1+X2+X3+X4+X5)、X2/(X1+X2+X3+X4+X5)、X3/(X1+X2+X3+X4+X5)、X4/(X1+X2+X3+X4+X5)和X5/(X1+X2+X3+X4+X5)为本实施例中的初始名单分配权重，在分配每个坐席组的名单分配权重之后，分别乘以对应的调节系数：X1/(X1+X2+X3+X4+X5)*Y1、X2/(X1+X2+X3+X4+X5)*Y2、X3/(X1+X2+X3+X4+X5)*Y3、X4/(X1+X2+X3+X4+X5)*Y4和X5/(X1+X2+X3+X4+X5)*Y5，其中，Y1、Y2、Y3、Y4和Y5为按照上述中对能力划分统计得到的，设置基本能力的系数为1，低于该基本能力的则小于1，大于该基本能力的则大于1。
进一步可选地，分配的方式还包括：检测坐席登录情况，对于未登录且名下名单数量少的坐席不分配名单，只对已经登录的坐席分配名单。这样可以避免对未登录的坐席分配名单导致的名单积压。
优选地，在派发名单到坐席之后，还包括：向坐席的终端发送提醒信息，用以提醒坐席有新名单需要跟进，保证名单的及时处理。
根据本申请实施例，通过采用均衡机制自动为各坐席进行名单分配，并在分配名单后进行提醒，及时告知坐席进行名单处理，提高坐席的工作效率，减少名单积压。通过监控弄坐席登录情况仅将名单分配至登录的坐席，可以避免出现坐席未登录缺分配其名单的不合理的情况。
请继续参阅图2，示出了一种自动派工装置，在本实施例中，自动派工装置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，并可实现上述自动派工方法。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自动派工装置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：
第一检测模块11，用于检测各类名单池内的名单剩余量，其中，不同类 型的名单划分到不同类型的名单池；
第二检测模块12，用于检测各类坐席组的派工情况，坐席组按照坐席的能力和专长进行分类，其中，派工情况包括坐席组当前剩余的名单量和对应的名单类型，坐席组的分类与名单池的分类对应；
第一分配模块13，用于根据名单剩余量和派工情况将各类名单池内的名单自动分配到对应的坐席组；
第二分配模块14，用于将分配到坐席组的名单自动分配到相应的坐席名下。
根据本申请实施例，通过预先按照坐席能力和专长对坐席和名单进行分类，检测各类名单池内的名单剩余量和派工情况，来自动分配名单至各坐席组，并进一步分配到各坐席，这样能够保证各坐席分配的名单均衡，并与各坐席的能力和专长相适应，避免出现名单积压的情况。
可选地，第一分配模块包括：确定单元，用于利用派工情况确定出各坐席组的名单分配权重，名单分配权重为对应坐席组所能够承担的名单剩余量的比例；计算单元，用于将名单剩余量乘以名单分配权重，得到各类坐席组的名单分配数量；分配单元，用于按照各坐席组的名单分配数量分配名单到各类坐席组。
可选地，确定单元具体用于各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个名单分配权重；按照多个名单分配权重的大到小顺序和坐席组当前剩余的名单量的小到大的顺序逐个配对。
可选地，确定单元具体用于各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个初始名单分配权重；按照多个初始名单分配权重的大到小顺序和坐席组当前剩余的名单量的小到大的顺序逐个配对；获取每个坐席组对应的调节系数，调节系数为根据对应坐 席组的能力和专长设置的系数；将每个坐席组对应的初始名单分配权重乘以对应的调节系数，得到各坐席组的名单分配权重。
可选地，第二分配模块具体用于检测坐席组内各坐席是否登陆；当检测到未登录坐席时，不对其分配名单。
可选地，还包括：发送模块，用于将分配到坐席组的名单自动分配到相应的坐席名下之后，向分配名单的坐席对应的终端发送提醒信息。
可选地，第一检测模块具体用于每隔预设周期统计各类名单池的名单数量；或者，实时统计各类名单池的名单数量。
本申请实施例中关于自动派工装置部分的描述具体可以参见上述实施例的自动派工方法，这里讲不再赘述。
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，例如实施例一的自动派工装置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，例如运行自动派工装置10，以实现实施例一的自动派工方法。
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自动派工装置10，被处理器执行时实现实施例一的自动派工方法。
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. 一种自动派工方法，其特征在于，包括以下步骤：
    检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；
    检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；
    根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；
    将分配到坐席组的名单自动分配到相应的坐席名下。
  2. 根据权利要求1所述的自动派工方法，其特征在于，根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组包括：
    利用所述派工情况确定出各坐席组的名单分配权重，所述名单分配权重为对应坐席组所能够承担的名单剩余量的比例；
    将所述名单剩余量乘以所述名单分配权重，得到各类坐席组的名单分配数量；
    按照各坐席组的名单分配数量分配名单到各类坐席组。
  3. 根据权利要求2所述的自动派工方法，其特征在于，利用所述派工情况确定出各坐席组的名单分配权重包括：
    各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个名单分配权重；
    按照所述多个名单分配权重的从大到小的顺序和所述坐席组当前剩余的名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小。
  4. 根据权利要求2所述的自动派工方法，其特征在于，利用所述派工情况确定出各坐席组的名单分配权重包括：
    各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个初始名单分配权重；
    按照所述多个初始名单分配权重的从大到小的顺序和所述坐席组当前剩余的名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小；
    获取每个坐席组对应的调节系数，所述调节系数为根据对应坐席组的能力和专长设置的系数；
    将每个坐席组对应的初始名单分配权重乘以对应的调节系数，得到各坐席组的名单分配权重。
  5. 根据权利要求1所述的自动派工方法，其特征在于，将分配到坐席组的名单自动分配到相应的坐席名下包括：
    检测坐席组内各坐席是否登陆；
    当检测到未登录坐席时，不对其分配名单。
  6. 根据权利要求1所述的自动派工方法，其特征在于，将分配到坐席组的名单自动分配到相应的坐席名下之后，还包括：
    向分配名单的坐席对应的终端发送提醒信息。
  7. 根据权利要求1所述的自动派工方法，其特征在于，检测各类名单池内的名单剩余量包括：
    每隔预设周期统计各类名单池的名单数量；
    或者，实时统计各类名单池的名单数量。
  8. 一种自动派工装置，其特征在于，其包括：
    第一检测模块，用于检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；
    第二检测模块，用于检测各类坐席组的派工情况，所述坐席组按照坐席 的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；
    第一分配模块，用于根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；
    第二分配模块，用于将分配到坐席组的名单自动分配到相应的坐席名下。
  9. 一种计算机设备，其特征在于，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自动派工方法的以下步骤：
    检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；
    检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；
    根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；
    将分配到坐席组的名单自动分配到相应的坐席名下。
  10. 根据权利要求9所述的计算机设备，其特征在于，根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组包括：利用所述派工情况确定出各坐席组的名单分配权重，所述名单分配权重为对应坐席组所能够承担的名单剩余量的比例；将所述名单剩余量乘以所述名单分配权重，得到各类坐席组的名单分配数量；按照各坐席组的名单分配数量分配名单到各类坐席组。
  11. 根据权利要求10所述的计算机设备，其特征在于，利用所述派工情况确定出各坐席组的名单分配权重包括：各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个名单分配权重；按照所述多个名单分配权重的从大到小的顺序和所述坐席组当前剩余的 名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小。
  12. 根据权利要求10所述的计算机设备，其特征在于，利用所述派工情况确定出各坐席组的名单分配权重包括：各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个初始名单分配权重；按照所述多个初始名单分配权重的从大到小的顺序和所述坐席组当前剩余的名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小；获取每个坐席组对应的调节系数，所述调节系数为根据对应坐席组的能力和专长设置的系数；将每个坐席组对应的初始名单分配权重乘以对应的调节系数，得到各坐席组的名单分配权重。
  13. 根据权利要求9所述的计算机设备，其特征在于，将分配到坐席组的名单自动分配到相应的坐席名下包括：检测坐席组内各坐席是否登陆；当检测到未登录坐席时，不对其分配名单。
  14. 根据权利要求9所述的计算机设备，其特征在于，检测各类名单池内的名单剩余量包括：每隔预设周期统计各类名单池的名单数量；或者，实时统计各类名单池的名单数量。
  15. 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自动派工方法的以下步骤：
    检测各类名单池内的名单剩余量，其中，不同类型的名单划分到不同类型的名单池；
    检测各类坐席组的派工情况，所述坐席组按照坐席的能力和专长进行分类，其中，所述派工情况包括坐席组当前剩余的名单量和对应的名单类型，所述坐席组的分类与名单池的分类对应；
    根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组；
    将分配到坐席组的名单自动分配到相应的坐席名下。
  16. 根据权利要求15所述的计算机可读存储介质，其特征在于，根据所述名单剩余量和所述派工情况将各类名单池内的名单自动分配到对应的坐席组包括：利用所述派工情况确定出各坐席组的名单分配权重，所述名单分配权重为对应坐席组所能够承担的名单剩余量的比例；将所述名单剩余量乘以所述名单分配权重，得到各类坐席组的名单分配数量；按照各坐席组的名单分配数量分配名单到各类坐席组。
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于，利用所述派工情况确定出各坐席组的名单分配权重包括：各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个名单分配权重；按照所述多个名单分配权重的从大到小的顺序和所述坐席组当前剩余的名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小。
  18. 根据权利要求16所述的计算机可读存储介质，其特征在于，利用所述派工情况确定出各坐席组的名单分配权重包括：各坐席组当前剩余的名单量除以所有坐席组当前剩余的名单总量，得到与坐席组数量相同的多个初始名单分配权重；按照所述多个初始名单分配权重的从大到小的顺序和所述坐席组当前剩余的名单量的从小到大的顺序逐个配对，使得当前剩余的名单量最多的坐席组对应的权重最小；获取每个坐席组对应的调节系数，所述调节系数为根据对应坐席组的能力和专长设置的系数；将每个坐席组对应的初始名单分配权重乘以对应的调节系数，得到各坐席组的名单分配权重。
  19. 根据权利要求15所述的计算机可读存储介质，其特征在于，将分配到坐席组的名单自动分配到相应的坐席名下包括：检测坐席组内各坐席是否登陆；当检测到未登录坐席时，不对其分配名单。
  20. 根据权利要求15所述的计算机可读存储介质，其特征在于，检测各类名单池内的名单剩余量包括：每隔预设周期统计各类名单池的名单数量； 或者，实时统计各类名单池的名单数量。
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