Multi-attribute intelligent vehicle-mounted call center queuing method

Abstract

The invention discloses a multi-attribute intelligent vehicle-mounted call center queuing method which comprises the following steps: (1) intercepting a set time interval within continuously spaced time intervals, and selecting a call request; (2) establishing a service processing time table which corresponds to a multi-attribute intelligent vehicle-mounted call service and a traditional call service; (3) introducing the call request into a priority level sequence set of a seating terminal system; (4) judging whether a main number is from an intelligent vehicle-mounted emergency call or not; (5) establishing sequencing service processing time according to three call characteristic subsections; and (6) statically queuing. The multi-attribute intelligent vehicle-mounted call center queuing method disclosed by the invention can shorten the average call waiting time of a professional skill group in the seating terminal system, greatly reduce the total service time of the seating terminal system, increase the working efficiency of the seating terminal system of a call center and ensure the preferential access of an emergency call request, an advanced user call request and a call request with overlong waiting time.

Description

technical field [0001] The invention relates to a multi-attribute intelligent vehicle-mounted call center queuing method, which can be widely used in the queuing system of large-scale call centers where customers need differentiated services, call types are complex, and there are calling services from intelligent vehicle-mounted terminals. Background technique [0002] At present, as an invisible service window for enterprises and user terminals to maintain close contact, the call center system plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consultation and complaints. Playing an increasingly important role in business operations. The call center system refers to connecting traditional calls accessed by the public telephone network (PSTN, Public Switched Telephone Network), the Internet (Internet), and calls from smart vehicle terminals to the customer management system integrated with the call center system ...

AI Technical Summary

Problems solved by technology

[0005] The disadvantages of the above-mentioned patents: (1) If the designated agent terminal is designated by the call request, if the designated agent terminal is always in the "busy" state, the call request will always be in the call waiting state; if other agent terminals are in the "idle" state, and The call request is in a call waiting state, which is unreasonable

[0006] (2) The patent CN 100456787C call queuing method does not have the call service, user value and call characteristics of the user terminal (for example, whether the call request comes from the company's 4S store service radiation area, whether the call request needs to be connected to a third-party service system and the call request Whether it exceeds the reasonable waiting time) to be subdivided, so the agent terminal cannot provide differentiated services for call requests

However, this call queuing method does not consider the call waiting time of the call request in the queue of the agent terminal, which will make the response time of the service request longer, and the user's satisfaction is not high, resulting in lower work efficiency of the agent terminal

(4) The call queuing method of the patent does not subdivide the operator and call request of the agent terminal, which will lead to waste of human resources, long response time for service requests, and low work efficiency of the terminal system

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