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Customer service access control method, device and customer service system

A customer service system and access control technology, applied in the field of customer service, can solve the problem of large dispersion of idle time indicators, and achieve the effect of avoiding serious imbalance

Inactive Publication Date: 2012-09-05
SHENZHEN SISA TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0012] But from the perspective of idle time, in the last hour, agent module A was idle for 40 minutes, and the idle ratio reached 2 / 3, while agent module B was only idle for 15 minutes, and the idle ratio was only 1 / 4. Therefore, the idle time The dispersion of indicators is very large

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  • Customer service access control method, device and customer service system
  • Customer service access control method, device and customer service system
  • Customer service access control method, device and customer service system

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Embodiment Construction

[0041] In the customer service access control method, device, and customer service system of the embodiments of the present invention, the service index of each agent module is saved, and the corresponding service index is updated each time the agent module completes the service. When there is a user call request When serving customers, compare all service indicators to obtain the service indicator with the largest dispersion, and perform access control according to the service indicator with the largest dispersion to reduce the dispersion of the service indicator.

[0042] First of all, it should be noted that in the application scenario of the embodiment of the present invention, the number of service indicators should be 2 or more, if there is only one, there is no need to balance, and the number of agent modules should also be two or two above.

[0043] Such as figure 2 As shown, the customer service access control method in the embodiment of the present invention includ...

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Abstract

The invention provides a customer service access control method, an device and a customer service system aiming at solving the problem of unbalance of service index in the prior art. The method comprises the following steps: when a user call reaches, the customer service system obtains the discrete degree of each service index in a service index aggregation, wherein the discrete degree of the service index is calculated according to the service index values of all seat modules, and the amount of the service indexes in the service index aggregation is more than or equal to 2; the customer service system selects a first service index with the maximum discrete degree from the service index aggregation; the customer service system performs access control according to the first service index value, selects a seat module to process the user call and reduce the discrete degree of the first service index. The invention ensures that the discrete degree of all service indexes maintains a relatively balanced state to avoid serious unbalance of one or more service indexes.

Description

technical field [0001] The invention relates to the technical field of customer service, in particular to a customer service access control method, device and customer service 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, questions, complaints, suggestions and consultations put forward by users to the enterprise. Such as 1860 in the telecommunications industry, 95555 in the financial industry, etc. [0003] customer service system such as figure 1 As shown, including: call access module, CTI (Computer TelephonyIntegration, computer telephony integration) module and at least one seat module, wherein: [0004] The CTI module is used to route the user call forwarded by the call access module to an agent module according to a certain strategy, and the agent module pr...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523
Inventor 黄军
Owner SHENZHEN SISA TECH CO LTD