Hierarchical service routing method for customer service system

A customer service system and layered service technology, applied in the field of layered service routing, can solve the problem that the platform cannot reflect the business characteristics, and achieve the effect of good scalability

Active Publication Date: 2010-05-19
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In this case, if the simple routing and queuing method is still adopted, the advantages of the platform cannot be reflected in the flexible and rich business features

Method used

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  • Hierarchical service routing method for customer service system
  • Hierarchical service routing method for customer service system
  • Hierarchical service routing method for customer service system

Examples

Experimental program
Comparison scheme
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Embodiment Construction

[0041] Hereinafter, the present invention will be described in detail with reference to the accompanying drawings.

[0042] refer to figure 1 , the layered service routing method for customer service system according to the present invention comprises the following steps:

[0043] Step S102, setting a call level-skill matrix, wherein each intersection point of the call level-skill matrix is ​​a call waiting queue, and the call waiting queue corresponds to the call level and skill of the point.

[0044] Optionally, the call class is mapped by one or more hierarchical service control parameters for the call on hold. Call level={Σ[(1-actual connection ratio of layered service control parameter / set connection rate of layered service control parameter)×weight of layered service control parameter]}×original level of call.

[0045] Step S104, setting agent skill level-skill matrix, wherein each intersection point of agent skill level-skill is an idle agent queue, and the idle agent...

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PUM

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Abstract

The invention discloses a layered service routing method used for a customer service system. A call level-skill matrix is set and each crossing point of the call level-skill matrix is a call waiting queue. The call waiting queue corresponds to the call level and skill of the point where the call waiting queue is located; a seat skill level-skill matrix is set and each crossing point of the seat skill level-skill matrix is an idle seat queue; the idle seat queue corresponds to the seat skill level and the skill of the point where the idle seat queue is located; if a call in the waiting state exists, then the satisfied seats are searched for in the seat skill level-skill matrix according to the specified skill in the call; if the satisfied seats are found, then the satisfied seats are allocated to the call; if the satisfied seats are not found, then call queuing is carried out; if the seat in the idle state exists, then the satisfied calls are searched for in the call level-skill matrix;if the satisfied calls are found, then the seat is allocated to the found calls; if the satisfied calls are not found, then the seat queuing is carried out.

Description

technical field [0001] The invention relates to the field of data communication, in particular to a layered service routing method for a customer service system. Background technique [0002] 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 users' requests, questions, complaints, suggestions and inquiries to enterprises, such as 114 in the telecommunications industry. , 1000, 1860, etc. In the customer service system, CTI (Computer Telephony Integration, computer telephony integration technology) is a core device, and the routing and queuing module is the core module of the CTI. The main function of the routing queuing module is to find the most suitable operator (seat) for the user (call). [0003] At present, the application of technologies such as Softswitch, Parlay Gateway (a concept and technical broadband technology proposed by the OSA / Parlay org...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04Q3/00
Inventor 付强
Owner ZTE CORP
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