Call processing method and seat terminal

Abstract

An embodiment of the invention provides a call processing method and a seat terminal. The call processing method includes: obtaining presentation information of each expert seat in an expert seat set concerned by a seat operating the seat terminal, wherein the presentation information of each expert seat is used for characterizing whether the expert seat can be called or not; when customer call needs to seek help from the expert seats, selecting one expert seat from the expert seat set based on the presentation information; and establishing connection with the expert seat, so that the seat or a customer operating the seat terminal is communicated with the expert seat. Based on the technical scheme, the expert seats are selected to be called based on the presentation information, so that effectiveness for seeking help from the expert seats can be improved, failure in help seeking due to blind selection of the expert seats is avoided, time for processing needs and problems of customers can be shortened, service processing efficiency is improved, the customers can be accurately and timely served, customer satisfaction is enhanced, and further external corporate image is promoted.

Description

technical field [0001] The present invention relates to the communication field, in particular, to a call processing method and an agent terminal in the communication field. Background technique [0002] A call center is a place or system that realizes centralized user service based on modern communication technology. Most modern call centers adopt CTI (Computer and Telephony Integrator, computer and communication integration) technology, which integrates various communication media such as telephone, fax, email, VoIP (Voice over Internet Protocol, Internet phone), and becomes a solution for customer service and sales. A platform for various purposes such as marketing and promotion. [0003] For example, when an enterprise provides services to customers and handles business through a call center platform, it usually has a team of expert agents or background support personnel for business support. If a business agent encounters a difficult problem, he or she will usually se...

AI Technical Summary

Problems solved by technology

[0004] However, there are at least the following obvious defects in the help-seeking process: first, the business agent does not know whether the call of the expert agent can be connected, whether it is online, or whether it is already in other business processing, so that there is a certain degree of failure risk in the call transfer, so that Cause complaints and dissatisfaction from customers; second, the business agent does not know whether the connected expert agent has the willingness to connect (for example, if it is inconvenient to answer if you are in a meeting, there is no willingness to connect), resulting in the inability to deal with customers in a timely manner problems, lower customer satisfaction

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