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Method, device and call center system for text chat routings

A text and routing technology, applied in the field of communication, can solve the problem of waste of call center resources

Inactive Publication Date: 2010-03-03
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] Because in the call center system, artificial agents are relatively rare resources, therefore, the solutions of the prior art cause great waste of call center resources

Method used

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  • Method, device and call center system for text chat routings
  • Method, device and call center system for text chat routings
  • Method, device and call center system for text chat routings

Examples

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Embodiment Construction

[0027] The technical solutions provided by the embodiments of the present invention will be further described in detail below in conjunction with the drawings in the embodiments of the present invention.

[0028] see figure 1 , figure 1 A flow chart of a text chat routing method provided by an embodiment of the present invention, including:

[0029] Step 101, when receiving the text chat call request message, inquire about the status of the operator agent; the status of the operator agent includes: idle status, service status, busy status and offline status; wherein the service status includes the provided service quantity identification and The maximum number of services that can be provided.

[0030] The multimedia service mode of text chat is different from the traditional voice chat service. One operator agent can provide text chat service for multiple clients at the same time: by setting the operator agent state to include the service status, the service status includes...

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PUM

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Abstract

The embodiment of the invention discloses a method, a device and a call center system for text chat routings, which relate to the technical field of communication and can achieve the purpose of simultaneously providing text chat service for a plurality of clients by a telephone operator position. The method comprises the following steps: inquiring the state of the telephone operator position whena text chat calling request message is received, wherein the states of the telephone operator position comprise an idle state, a service state, a busy state and an off-line state, and the service state comprises a mark of a provided server number and a mark of a maximum available number; and configuring the call routings of the text chat according to the inquired state of the telephone operator position. The embodiment of the invention can save the service cost of the call center and improve the service quality of the call center system.

Description

technical field [0001] The present invention relates to the technical field of communication, in particular to a text chat routing method, device and call center system. Background technique [0002] Text chat is a multimedia service channel provided by the call center system. The client can log in to the WEB page of the client server of the call center, initiate a text chat call request on the WEB page, and the call center will route the text chat call from the client to the Skilled operator, the operator provides consulting, complaints and other services to the client through text chat. [0003] In the prior art, the state of the operator seat is set to three states: idle state, busy state and offline state. When a text chat call is routed to an idle state seat with text chat skills, this seat is completely occupied by a client, and its The agent state is set from the original idle state to the busy state, and can only provide text chat service for this client, and cannot...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04Q3/64H04M3/42H04M3/51H04M3/523
CPCH04L12/1818H04M3/5232H04M2201/18H04M3/5191H04M3/42365
Inventor 夏加金张涛
Owner HUAWEI TECH CO LTD
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