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Method and apparatus for asking for leave at telephone-operator end in dial center

A technology of call center and implementation method, which is applied in the direction of selection device, subscriber special service, radio/inductive link selection arrangement, etc. It can solve problems such as failure to approve, affect the work of the monitor, and cannot grasp the system's leave situation, so as to improve work efficiency. and the effect of management level

Inactive Publication Date: 2007-11-21
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] Secondly, the management side cannot grasp the leave status of the entire system, and adjust the number of people allowed to ask for leave for each skill in a unified manner according to the real-time traffic situation
Since the leave application is approved by the squad leader, the leave data is in the hands of each squad leader, and the management side cannot obtain the data, and of course cannot make adjustments
[0006] Thirdly, the approval is manually operated by the monitor, which affects the work of the monitor. If the monitor does not log in or leaves for something, the approval cannot be done.

Method used

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  • Method and apparatus for asking for leave at telephone-operator end in dial center
  • Method and apparatus for asking for leave at telephone-operator end in dial center
  • Method and apparatus for asking for leave at telephone-operator end in dial center

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Embodiment Construction

[0031] The present invention will be described in detail below in conjunction with the accompanying drawings and embodiments, so as to further understand the purpose, scheme and effect of the present invention, but it is not intended to limit the protection scope of the appended claims of the present invention.

[0032] With reference to Fig. 2, the call center operator end requesting leave implementation method provided by the present invention comprises the following steps:

[0033] In step S201, the management terminal pre-sets the number of leave requests allowed by the operator of each skill according to the actual situation of the call center, and synchronizes the leave request data to the leave request processing module.

[0034] In step S202, the operator sends a leave request to the leave processing module, and the leave processing module receives the leave request and executes step S203.

[0035] Step S203, after the leave request processing module receives the leave...

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Abstract

The method is used in a calling center comprising management end and operator end; said management end has a leave-asking process module. The method comprises: setting the number of permitted leaves used for setting the number of permitted leaves for said operator end by the management end; synchronizing the permitted leave data to the leave-asking process module; the leave-asking process module receives the leave-asking message and decides if the leave-asking request is permitted. The invention also provides an apparatus thereof.

Description

technical field [0001] The invention relates to mobile communication technology, in particular to a method and a device for realizing centralized and automatic examination and approval of an operator's request for leave by a call center system. Background technique [0002] The call center, also known as the customer service system, is an information system used to provide users with multiple access methods such as telephone, fax, and e-mail, and is mainly used to deal with the requirements, doubts, complaints, suggestions and inquiries made by users to the enterprise, such as 1860 in the telecommunications industry, 95555 in the financial industry, etc. As shown in Figure 1, currently the call center asks for leave from the operator end to the monitor end, and the monitor end manually approves it according to the current traffic situation. [0003] Although this method for implementing leave approval can complete the leave approval function, there are some deficiencies. ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04Q7/20
Inventor 吴英
Owner ZTE CORP