WO2022271048A1

WO2022271048A1 - Method and system for automated processing and allocation of work tasks

Info

Publication number: WO2022271048A1
Application number: PCT/RU2021/000361
Authority: WO
Inventors: Николай Андреевич ВАСЕВ; Сергей Анатольевич БАБИН; Сергей Сергеевич СКОРОХОДОВ; Станислав Владимирович МАЛЫШЕВ; Максим Александрович МАТВЕЕВ; Сергей Сергеевич КОЗЛОВ; Виталий Ильич КУКУЛЕР
Original assignee: Общество С Ограниченной Ответственностью "Центр Недвижимости От Сбербанка"
Priority date: 2021-06-23
Filing date: 2021-08-23
Publication date: 2022-12-29

Abstract

The claimed solution relates to a method and system for automated processing and allocation of work tasks for employees during the provision of services to an external customer. The technical result is that of providing for the fast and accurate processing and allocation of work tasks for employees during the provision of services to an external customer. The present method contains the steps of: setting parameters for the processing of service requests and the allocation of work tasks; receiving, processing and providing additional information relevant to service requests from external clients; ranking received work tasks by type and forming a queue of tasks by sorting same according to the response time for the request; generating a list of employees, including data about said employees that shows their skills and past experience of working on tasks of a given type; establishing a link between the types of work tasks and the employee data; determining and ranking the most reliable match between a task to be performed and the employees, taking into account the response time for the request, past experience of working on tasks of a given type and skills; cyclically allocating the queue of received tasks to each of the employees on the basis of the match determined and ranked in the preceding step.

Description

METHOD AND SYSTEM FOR AUTOMATED PROCESSING AND DISTRIBUTION

WORK TASKS

FIELD OF TECHNOLOGY

[0001] The presented technical solution relates, in general, to the field of information technology, data processing methods and systems, and in particular to a method and system for automated processing and distribution of work tasks for employees when providing services to an external customer.

BACKGROUND OF THE INVENTION

[0002] When organizing the provision of services to an external customer, a modern enterprise must meet the following criteria and solve the following tasks: minimizing the response time to incoming communications and performing the actions necessary to provide services to an external customer in a limited number of employees; automated management of the timing of response to incoming communications and the performance of actions necessary to provide services to an external customer, as well as customer expectations for them; constant online availability for an external customer. The above is critically important, for example, for the scope of real estate transactions.

[0003] There are different approaches to solving this spectrum of problems. An automated system for processing incoming calls and a method for automated processing of incoming calls are known from the prior art, disclosed in patent RU 2736629, publ. 11/19/2020. This solution describes an automated system for processing incoming calls, containing an interface for entering information about a client request, a module for generating a telecommunications identifier for a client request and a module for processing incoming calls, connected to each other with the ability to exchange data, characterized in that calls, establishing a connection between the incoming call and the client request in accordance with the telecommunications identifier of the client request, enriching the incoming call with information about the client request and transferring this call to the intermediary interface.

[0004] Also known is a system for proactive control over the activities of the enterprise, disclosed in the patent RU 2584453, publ. 05/20/2016. This solution refers to computing systems designed to monitor the activities of an enterprise in the production of goods or the provision of services. The technical result consists in providing real-time automated continuous monitoring of economic and technological parameters. The system contains: a block for inputting information characterizing the parameters of the process of activity of a subject of an enterprise, connected to a block for processing and analyzing information, which in turn is connected to a block for outputting processed information. Moreover, the information processing and analysis unit contains at least four interconnected modules: a module of planned costs, a module for current accounting of costs realized by the subject in the production of goods or services, an analytical module, a module for calculating the virtual income of the subject, which is a virtual wallet.

[0005] In addition, a system for providing services by a real estate agency that provides high-speed sales is known, disclosed in patent RU 2584345, publ. 05/20/2016. In this solution, the system for providing services by a real estate agency, which provides high-speed sales, contains a central server of a real estate agency, made with a device for inputting information about applicants who intend to sell or buy an apartment, and data on offers of apartments with prices in the primary and secondary markets, and terminals of applicants made on the basis of computerized means with the possibility of remote access to the central server of the real estate agency, while the central server of the real estate agency is made with a database of standard documents used to conclude contracts and agree on conditions and is made with the ability to access databases containing information about applicants, information about apartments offered for sale or purchase and prices for apartments in the primary and secondary markets. The database of standard documents used to conclude contracts and agree on conditions is a set of contracts filled out on behalf of a real estate agency, a list conditions for the provision of services corresponding to each type of contract, and the terms of the cost of services corresponding to each type of contract, the terminals of applicants are made with the ability to implement the function of remote access to the database of standard documents and select the terms of service and the corresponding contract with the possibility of filling the selected contract with personal identification data. The system is equipped with an apartment cost matching unit, which is connected to the actual sales data system containing data on the current cost of sold and offered apartments submitted for the last sold apartments in the studied territorial zone, configured to implement the function of generating a signal corresponding to the achievement of an agreement on the starting price of an apartment , and transmitting this signal to the unit for generating an information advertising package with information about the apartment and its starting cost for transferring this advertising package to the systems of advertising platforms and databases of real estate portals. At the same time, the unit for approving the cost of the apartment is configured to implement the function of generating a signal corresponding to the achievement of an agreement on the starting price of the apartment, and transferring it to the unit for preparing a set of documents on the apartment for organizing a transaction when an offer from a buyer arrives at the central server of the real estate agency, the terminal of which is made with the possibility of implementing the function of remote access to the database of standard documents and selecting the terms of service provision and the corresponding agreement with the possibility of filling in the selected agreement with personal identification data in order to enter into a transaction.

[0006] The disadvantages of the described solutions are: the lack of control over the timing of the response to incoming communications and the implementation of the actions necessary to provide the service to an external customer; insufficient control over the maintenance of compliance with the level of services provided; continuous online availability for an external customer is not ensured.

ESSENCE OF THE TECHNICAL SOLUTION

[0007] The technical problem or technical problem posed in this technical solution is the creation of a new effective solution for automated processing and distribution of work tasks for employees in the provision of services to an external customer. [0008] The technical result achieved in solving the above technical problem or technical problem is to ensure fast and accurate processing and distribution of work tasks for employees when providing services to an external customer and expanding the arsenal of technical means.

[0009] The specified technical result is achieved through the implementation of a method for automated processing and distribution of work tasks for employees when providing services to an external customer, performed by at least one computing device, containing the steps at which:

• set the parameters for processing requests for the provision of services and the distribution of work tasks, including the response time to a request;

• receive, process and enrich information requests for the provision of services from external customers, highlighting work tasks depending on the established processing parameters;

• rank the received work tasks by types and form a queue from them, sorting by the response time to the request;

• form a list of employees, including data on employees, characterizing their competencies and a retrospective of work with tasks of a certain type;

• Establish relationships between work task types and employee data;

• determine and rank the most reliable correspondence of the task to be performed by employees, taking into account the response time to the request, the retrospective of working with tasks of a certain type and competence;

• cyclically distribute the queue of received tasks to each of the employees based on the correspondence determined and ranked at the previous step.

[0010] In one of the particular examples of the implementation of the method, the parameters for processing requests for the provision of services and distribution of work tasks include data from a service level agreement.

[0011] In another particular example of the implementation of the method, data on employees additionally contain a time sheet. [0012] In another particular embodiment of the method, the queue of received tasks is visualized in color differentiation based on ranked match.

[0013] In another preferred embodiment of the claimed solution, a system is provided for automated processing and distribution of work tasks for employees when providing services to an external customer, containing at least one computing device and at least one memory containing machine-readable instructions that, when executed, at least at least one computing device performs the above method. BRIEF DESCRIPTION OF THE DRAWINGS

[0014] The features and advantages of the present technical solution will become apparent from the following detailed description of the technical solution and the accompanying drawings, in which:

[0015] In FIG. 1 shows a diagram of the method. [0016] In FIG. 2 is an example of a general view of the system.

[0017] In FIG. 3 shows a diagram of the current private implementation of the system and the interaction between its components.

IMPLEMENTATION OF THE TECHNICAL SOLUTION

[0018] The concepts and terms necessary for understanding this technical solution will be described below.

[0019] In this technical solution, the system means, including a computer system, a computer (electronic computer), CNC (numerical control), PLC (programmable logic controller), computerized control systems and any other devices capable of performing a given , a well-defined sequence of operations (actions, instructions).

[0020] A command processing device refers to an electronic unit, a computing device, or an integrated circuit (microprocessor) that executes machine instructions (programs). [0021] The command processor reads and executes machine instructions

(programs) from one or more storage devices. The role of a storage device can be, but not limited to, hard disk drives (HDD), flash Memory, ROM (Read Only Memory), Solid State Drives (SSD), Optical Drives.

[0022] A program is a sequence of instructions intended to be executed by a computer control device or command processing device.

[0023] A virtual machine is an abstract computer whose operation is implemented (emulated) on a real machine using software and/or hardware.

[0024] A customer relationship management system (CRM system, short for Customer Relationship Management) is an application software for organizations designed to automate strategies for interacting with customers (customers), in particular to increase sales, optimize marketing and improve customer service by storing information about customers and the history of relationships with them, establishing and improving business processes and subsequent analysis of the results. [0025] Service Level Agreement (SLA) is an ITIL methodology term that refers to a formal contract between a customer of a service and its provider, containing a description of the service, the rights and obligations of the parties, and, most importantly, the agreed level of quality for providing this service. services.

[0026] The presented method for automated processing and distribution of work tasks for employees when providing services to an external customer (Fig. 1 shows a diagram of the method) solves the problem of ensuring fast and accurate processing and distribution of work tasks for employees when providing services to an external customer due to:

- setting parameters for processing requests for the provision of services and the distribution of work tasks, including the response time to a request;

- receiving, processing and enriching with information requests for the provision of services from external customers, highlighting work tasks depending on the established processing parameters;

- ranking the received work tasks by types and forming a queue from them, sorting by the response time to the request; - formation of a list of employees, including data on employees, characterizing their competencies and a retrospective of work with tasks of a certain type;

- setting the relationship between the types of work tasks and employee data;

- determining and ranking the most reliable correspondence of the task to be performed by employees, taking into account the response time to the request, the retrospective of working with tasks of a certain type and competence;

- cyclic distribution of the queue of received tasks to each of the employees based on the correspondence determined and ranked at the previous step.

[0027] The parameters for processing requests for the provision of services and the distribution of work tasks, including the response time to a request, are set, in a particular implementation of the described technical solution, based on the SLA (Service Level Agreement, SLA) is an agreement between the customer [0028] The metrics can indicate any quality parameters, methods and means of their control, response time of the contractor to the customer's request, as well as penalties for violation of the agreement The main condition for compliance with the SLA is that the values of the metrics must be known to all participants in the process of providing and consuming the service.

[0029] The set of measured parameters is the most significant part of the SLA, they, by and large, determine the value of the service. On their basis, the selection and adjustment of equipment for the provision of services will be made, the quality of its work will be monitored, and the cost and cost of the service will be calculated.

[0030] Accordingly, the correct choice of these parameters is very important. By controlling them (the SLA specifies the period for which the supplier undertakes to provide the customer with a report on the measured parameters), the customer can make sure that everything is going according to plan. Or, if the parameters are out of range, require the equipment provided to him to be upgraded, the software upgraded, etc. Also, the parameters allow you to manage work in critical situations, guaranteeing the restoration of regular performance of systems within predetermined timeframes (the time to resolve incidents and the time to restore service operation are one of the most significant parameters in any service level agreement).

[0031] Also, the SLA also describes the conditions for the provision of services and establishes the rules by which the customer will use them. Therefore, SLA parameters are one of the main levers for managing consumer expectations.

[0032] The main points of the SLA: a description of the obligations of the parties; indication of the duration of the agreement; description of the process of using services; description of the procedure for monitoring the implementation of the agreement; a description of the procedure for restoring work in the event of interruptions and associated penalties; procedures for solving technical problems and disputes.

[0033] The SLA specifies the terms for the provision of the service, the quantity, characteristics and location of the hardware and software involved in the provision of the service, the procedure for placing and passing service requests, the terms and amounts of payments associated with the provision of the service, the responsibility of the customer and the contractor, as well as the procedure resolution of disagreements.

[0034] If the SLA relates to the work of the IT department, then the set of SLA parameters reflects the key IT processes with which its activities are related. Compliance with SLA parameters becomes a key indicator of the unit's performance.

[0035] To comply with the obligations assumed in the SLA, the service provider also enters into an operational service level agreement (OLA, operational-level agreement) with other internal divisions, on which the quality of service delivery depends.

[0036] The same service may be provided with different levels of quality. Therefore, the agreement should identify groups of customers to which specific metric values will apply.

[0037] Critical services should be identified, the quality of which will be managed without any delay. For example, for a trade organization, this can be a service for connecting sales managers to a CRM system, for a data center, it can be the time to restore power or access to the Internet. [0038] When choosing metric values, it is necessary to set realistic quality standards for the SLA, taking into account the capabilities and targets. This will harmonize the provision of services. These parameters should be consistent with the service provider's business goals and reflect the real needs of users. [0039] The correct choice of parameters also helps to realistically predict the timing of restoration of access to the service in case of failures. The critical parameters in this case can be the response time to incidents and the time to restore the full operation of the service.

[0040] It is important to consider which processes determine the quality of controlled IT services and their metrics. These processes will serve as the limiting factor in setting the parameters in the SLA. For example, when reflecting the timing of the creation of a new workplace, it is necessary to take into account the timing of the purchase of equipment.

[0041] Most of the indicators in the service level agreement measure the quality of the service provider "in numbers", but there is also such an integrated parameter as "satisfaction with the service", which is determined through surveys of client employees using the corresponding services.

[0042] The most important are the following two SLA metrics: service availability and incident response time.

[0043] Service availability is the minimum total time that the service will be available. Sometimes the calculation is carried out from the reverse, and then we are talking about the maximum time during which the service will be unavailable. Service availability is one of the most important SLA parameters (Service Level Agreement, Service Level Agreement).

[0044] Service availability is usually measured as a percentage or in absolute terms (in hours, minutes, seconds) for a certain period of time (month, year).

[0045] In this case, equipment or software, even formally operable, but working with which is actually impossible, can be considered inaccessible, since the delays in accessing it exceed the specified value. [0046] Requests for services from external customers are received through telephony services, online chats, IP telephony, and the like. technical means, without limitation. [0047] The processing and enrichment of information, the allocation of work tasks occurs using a class of CRM systems. In a private implementation (when working with registration of real estate transactions, the actions in this case are described below), the CRM transaction management system acts as such, contains information about the current state of the transaction, the history of its change, as well as algorithms for working with a specific type transactions at every stage.

[0048] Depending on the source of the request of an external customer (hereinafter referred to as the client), the CRM system creates tasks. The type of generated tasks is determined by the initiation option, the current status of the transaction (or its transition) and the set of tasks already present in the transaction. In fact, the task type determines the set of actions that an employee needs to perform when taking a transaction into work. Postponed tasks can be generated automatically by CRM when the status of an order changes, the client is inactive, or based on other triggers in the system.

[0049] In a particular version of the described technical solution, a special software module automatically determines which employee will be assigned the task of the transaction, taking into account both the type of task and the type and status of the transaction, as well as the ability of the employee to complete these tasks. All tasks in the queue are divided into groups - depending on the stage of the transaction and the task itself. For each group, an SLA is set for the response time. All tasks in the queue are sorted by SLA completion from smallest to largest. For each task, a list of features of the parent transaction is also obtained. The task distribution cycle is carried out until one task is assigned to each employee. First, the software looks for a person on the shift who has already worked with this deal, if there are any, it is assigned to one of them. If not, to the one who covers the features with skills as much as possible (in a private implementation, a number from 1 to 100, which characterizes how much the employee knows this or that product or object). The process of taking a task into work is initiated by an employee in the CRM system, after which he receives a task assigned to him, opening a session with a deal. When an action is performed, the task is subject to closure, in case of unsuccessful communication or iteration, the task is transferred.

[0050] In one implementation, the parameters for processing service requests and distributing work tasks include data from a service level agreement. [0051] In another embodiment of the claimed solution, the employee data additionally contains a time sheet.

[0052] In another embodiment of the claimed solution, the queue of received tasks is visualized in color differentiation based on the ranked match.

[0053] In general terms (see Fig. 2), the system for automated processing and distribution of work tasks for employees when providing services to an external customer (200) contains one or more processors (201) connected by a common information exchange bus, memory means, such as RAM (202) and ROM

(203) and I/O interfaces (204).

[0054] The processor (201) (or multiple processors, multi-core processor, etc.) may be selected from a range of devices currently widely used, for example, manufacturers such as: Intel™, AMD™, Apple™, Samsung Exynos ™, MediaTEK™, Qualcomm Snapdragon™, etc. Under the processor or one of the processors used in the system (200), it is also necessary to take into account the graphics processor, for example, NVIDIA GPU with a CUDA-compatible software model, or Graphcore, the type of which is also suitable for full or partial execution of the method, and can also be used to training and application of machine learning models in various information systems.

[0055] RAM (202) is a random access memory and is designed to store machine-readable instructions executable by the processor (201) to perform the necessary data logical processing operations. The RAM (202) typically contains the executable instructions of the operating system and associated software components (applications, program modules, etc.). In this case, the RAM (202) may be the available memory of the graphics card or graphics processor.

[0056] A ROM (203) is one or more persistent storage devices such as a hard disk drive (HDD), a solid state drive (SSD), flash memory (EEPROM, NAND, etc.), optical storage media ( CD-R/RW, DVD-R/RW, BlueRay Disc, MD), etc.

[0057] Various types of I/O interfaces are used to organize the operation of device components (200) and organize the operation of external connected devices.

(204). The selection of the appropriate interfaces depends on the specific implementation. computing device, which may be, but is not limited to: PCI, AGP, PS/2, IrDa, FireWire, LPT, COM, SATA, IDE, Lightning, USB (2.0, 3.0, 3.1, micro, mini, type C), TRS /Audio jack (2.5, 3.5, 6.35), HDMI, DVI, VGA, Display Port, RJ45, RS232

ETC.

[0058] To ensure user interaction with the device (200), various means (205) of I/O information are used, for example, a keyboard, a display (monitor), a touch display, a touch pad, a joystick, a mouse manipulator, a light pen, a stylus, a touch panel, trackball, speakers, microphone, augmented reality tools, optical sensors, tablet, indicator lights, projector, camera, biometric identification tools (retina scanner, fingerprint scanner, voice recognition module), etc.

[0059] The network communication means (206) provides data transmission via an internal or external computer network, for example, an Intranet, the Internet, a LAN, and the like. As one or more means (206) can be used, but not limited to: Ethernet card, GSM modem, GPRS modem, LTE modem, 5G modem, satellite communication module, NFC module, Bluetooth and / or BLE module, Wi-Fi module and others

[0060] The specific choice of elements of the device (200) for the implementation of various software and hardware architectural solutions may vary while maintaining the required functionality provided. In particular, such an implementation can be performed using electronic components used to create digital integrated circuits. Not limited to, microcircuits can be used, the logic of which is determined during manufacture, or programmable logic integrated circuits (FPGAs), the logic of which is set by programming. For programming, programmers and debugging environments are used that allow you to set the desired structure of a digital device in the form of a circuit diagram or a program in special hardware description languages: Verilog, VHDL, AHDL, etc. An alternative to FPGAs are: programmable logic controllers (PLCs), basic matrix crystals ( BMK), requiring a factory production process for programming; ASICs are specialized custom large integrated circuits (LSI), which are significantly more expensive in small-scale and single-piece production. So realization can be achieved by standard means based on the classical principles of implementation of the fundamentals of computer technology.

[0061] Consider a specific current implementation of the claimed technical solution, schematically shown in Fig.3: CRM system with 5 API services, MQ interacts with chat, telephony, personal account, queue management module, intelligent management system (IMS), timesheet . Next, we will consider in detail the interactions between the components of the system for automated processing and distribution of work tasks for employees when providing services to an external customer, shown in Fig. 3 and y marked with links 1, 2, 3, etc.:

Interaction 1 Chat Queue Control Module (API):

1. Chat requests the expected response time to the client from the module;

2. The module gives the response time;

3. Chat displays it to the client.

15 Interaction 2 Chat-personal account (MQ+API):

1. Chat notifies your personal account about a new message (MQ);

2. Personal account displays a chat widget indicating the number of unread messages;

3. When opening the widget - the client can write to the chat or attach a file. 20 Interaction 3 CRM Telephony:

1. Outgoing call is initiated by call call API in telephony from CRM;

2. Incoming calls are by default directed to the telephony widget built into the system;

3. If the widget is unavailable, the call is directed to the cell phone

25 employees.

Interaction 4 Telephony-Queue Management Module:

1. An incoming call to telephony arrives;

2. Telephony requests the call answer time (API) from the queue management module; zo 3. If an online answer is possible, telephony sends a call to CRM (Interaction 3); 4. If an online response is not possible, information about the call order is sent to CRM;

5. The client is informed of the call back time, the call ends.

Interaction 5 Chat-CRM: 1. Chat widget built into CRM;

2. When an incoming message arrives, CRM receives information about the incoming message;

3. CRM creates a task for answering the chat;

4. When taking a task to work, CRM adds an employee to the chat room; 5. The employee responds to the client via the chat widget and completes the work with the client;

6. CRM excludes an employee from the chat room.

Interaction 6 Personal account-CRM:

1. From the personal account in the CRM, the following is supplied: the address of the object, the results of a survey about the required documents, the documents themselves, the date and time of the transaction (in cases where the client independently performs the relevant actions);

2. The same data is supplied from the CPM to the personal account if the manager performs the actions to fill in the information, as well as information about the current status of the transaction.

Interaction 7 CRM-Time Sheet: 1. CRM allows you to view and edit the time sheet, as well as set the wishes of employees according to the schedule for the next month;

2. The same data is supplied from the CPM to the personal account if the manager performs the actions to fill in the information, as well as information about the current status of the transaction. Interaction 8 CRM Queue Management Module: CRM informs the management module about the opening of sessions and the timing of tasks.

Interaction 9 CRM Auto Schedule: CRM informs the management module about the opening of sessions and the time of tasks.

Interaction 10 Report Card-Autographic: 1. The report card sends wishes and a list of employees, including planned vacations, to the autograph;

2. The autograph transfers the generated time sheet for the next month to the time sheet. Interaction 11 CRM-MIS:

1. CRM transmits to the MIS data on transactions performed;

2. The IMS generates deviations and displays them in the CPM.

Interaction 12 ISU-Queue Management Module:

1. The queue management module informs the MIS of the current tactics;

2. The ISU chooses which deviation to generate or not depending on the tactics.

Interaction 13 ISU-autograph:

1. ISU receives an autograph about the planned schedule;

2. MIS displays this data in the info panel (how many people should have left).

[0062] Work with real estate transactions in the described system occurs according to the following algorithm:

1. The employee logs in to the system;

2. The employee calls the queue management module by pressing the "Take to work" button on the main screen of the system;

3. The queue management module determines the transaction that will be taken into work by the employee;

4. The employee's session with the deal opens;

5. Within the session, the employee performs tasks. Tasks can include various activities: a. Communication with the client (answer in the chat, call to the client) - in this case, an adjacent block is initiated - chat or telephony;

B. Checking documents; c. Formation of packages of documents and their sending for verification / approval; d. Filling in information about documents, client, deal.

6. CRM interactively responds to the actions of the employee - if necessary, additional tasks are created right in the session with the deal; 7. The employee performs all the tasks that he can perform. The remaining tasks are planned for the future;

8. The session ends, after which the employee returns to the main screen. [0063] The queue management module determines the order in which transactions are taken into work, both from the point of view of the general queue and from the point of view of the employee. The module also notifies chat and telephony about the current response timeout. Determination of the order of taking tasks into work occurs according to the following algorithm:

1. Once every 5 minutes, information about the current state of the queue is collected from CRM data: a. Number of tasks in the queue by types of tasks and deals

B. Current task waiting time c. Number of employees in the line

2. Based on the data of paragraph 1, the current work tactics is selected, which has a color differentiation from green (the queue is completely disassembled within the standard time) to burgundy (the standard time for any group of tasks is not observed).

Task groups are grouped by type of initiation (client/system) and by transaction status;

3. According to the tactics, groups of tasks are determined, distributed to be performed by employees. Other tasks are not distributed;

4. According to the tactics, standard deadlines are set for each group of tasks;

5. A queue is formed, grouped by groups of tasks and transactions, for each transaction a set of features is obtained (a feature in this case is the property of a transaction that determines its specifics and requires certain knowledge and skills to perform transactions on a transaction);

6. The queue is ranked according to the fulfillment of the standard period, from the smallest to the largest;

7. According to the list of employees in the queue in the MIS, the skills of working with employees with special needs are requested;

8. The system goes through a cycle in turn, distributing tasks one by one into personal queues of employees: a. First, employees who have already worked with this deal are selected to work with the deal;

B. If there are no such employees, employees are selected who are able to work with the deal according to their skills and characteristics; c. If such employees are not in the queue, an employee is selected who is able to work with a large number of features; d. When assigning a deal to an employee, he leaves the distribution cycle until each available employee receives 1 task; e. This distribution is repeated until a personal queue of 5 tasks is created for each employee or tasks for distribution run out.

[0064] Determining the response time to calls or chats occurs according to the algorithm:

1. Discretely, CRM requests the median value of the call/chat response time for the last N minutes;

2. The time sheet of employees is analyzed, if the number of employees in the line in the following hours is reduced or equal to zero, a pre-calculated correction factor is added to the time received in paragraph 1;

3. Data is stored in the cache;

4. When requesting the response time from telephony or chat, the system returns data from the cache;

5. Scheduled/unscheduled cache flush throws an error and chat/telephony follows a scenario where they don't know the response time.

[0065] The personal account is available to the client after authorization, provided that he has an unfinished transaction. In the personal account, the client has access to the following functions:

1. Current status of the transaction;

2. Order a call;

3. Chat;

4. Sending documents;

5. Passing surveys on the transaction;

6. Request for assistance from the manager;

7. Contacting technical support; 8. Ordering and registration of services (both in full self-service mode and ordering registration by employees).

The personal account operates according to the algorithm:

1. Request for the current state of the transaction and registration of services;

2. Formation of a set of available functions in accordance with paragraph 1;

3. Displaying an interface with available functions to the client.

[0066] Chat is a "Chat" widget available both in the personal account to the client and to the employee within the session of working with the deal and the service interacting with the widget.

It is allowed to send text messages and files both from your personal account to CRM and vice versa.

Algorithm of work in a personal account:

1. When a client authorizes in a personal account, a list of rooms available to the client is generated;

2. A widget is displayed to the client, in which he can select a room, send files and text messages.

Algorithm of work in CRM:

1. When an employee is authorized in CRM, a chat widget without rooms is displayed;

2. At the moment of opening a session with a deal, the employee is added to the chat room for the deal;

3. Thus, the chat is available to the employee only within the session and only for the current deal;

4. The employee can also send files and text messages.

[0067] Telephony is a Telephony widget available to an employee within a deal session and a service that interacts with the widget. The algorithm for working with telephony for an incoming call:

1. The client's presence in transactions is determined by the client's phone number;

2. Depending on the role of the client in the transaction, a set of items is selected in IVR telephony;

3. The client selects the required IVR item; 4. At the time of selecting an item in IVR CRM, it is notified about the client's request and a task is created to respond to the client

5. Telephony queries the queue management module for a response time on request and informs the client of the response time. If the answer time exceeds N minutes, the system will automatically transfer the call to a call order by hanging up and informing the customer that he needs to wait for a call back.

Outgoing call algorithm (only available for employees):

1. An employee in CRM initiates a call to a client in the CRM interface;

2. Telephony dials the client's number and transfers the voice stream between CRM and the client (ip-telephony);

3. During a call to an employee, a telephony widget is displayed that allows you to end the call (hang up).

[0068] The timesheet stores information about the employee's timesheet. It is a service and widget built into the CRM interface and integrated with an autograph. Work algorithm:

1. Employees with access to edit the timesheet (managers) can make adjustments to the timesheet in a special widget in CRM, it allows you to enter into the system: a. Work shifts

B. Holidays c. Learning d. sick leave e. Desired shifts for the next month (available until N-ro day of the month)

2. The timesheet is integrated with the autograph: a. The time sheet sends the desired shifts and absence data for the next month to the autoschedule

B. Autoschedule generates a schedule for the next month and transfers it to the time sheet.

[0069] Autoschedule - a service for the optimal distribution of employees across shifts. Interacts with timesheet and CRM. Works according to the algorithm:

1. Request for data from the time sheet for the next month (absences, desired shifts);

2. Request for retro data on the incoming task flow from CRM; 3. Construction of the optimal schedule according to the evolutionary algorithm;

4. Transfer of the constructed schedule to the time sheet.

[0070] Intelligent employee management system.

Forms tasks for managers based on CRM data, by searching for deviations, both online (defect detection) and offline (metrics analysis). It also collects and stores information about the abilities and skills of employees.

[0071] Modifications and improvements to the above-described embodiments of the present technical solution will be apparent to those skilled in the art. The foregoing description is provided by way of example only and is not intended to be limiting in any way. Thus, the scope of this technical solution is limited only by the scope of the attached claims.

Claims

FORMULA

1. A method for automated processing and distribution of work tasks for employees when providing services to an external customer, performed by at least one computing device, comprising the steps of:

• Establish relationships between work task types and employee data;

2. The method according to claim 1, characterized in that the parameters for processing service requests and distributing work tasks include data from a service level agreement.

3. The method according to claim 1, characterized in that the employee data additionally contains a time sheet.

4. The method according to claim 1, characterized in that the queue of received tasks is visualized in color differentiation based on a ranked match.

5. A system for automated processing and distribution of work tasks for employees when providing services to an external customer, containing at least one computing device and at least one memory containing machine-readable instructions that, when executed by at least one computing device, perform the method according to any of pp.1-4.