Multi-attribute intelligent vehicle 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. Described call center system refers to will be connected to the customer management system (CRM, CustomerRelationshipManagement) integrated with call center system by the traditional call of public telephone network (PSTN, PublicSwitchedTelephoneNetwork), Internet (Internet) access,...

AI Technical Summary

Problems solved by technology

The disadvantages of the above-mentioned patents: (1) In the call queuing method, the call request specifies an agent terminal, if the designated agent terminal is always in the "busy" state, the call request is always in the call waiting state; if other agent terminals are in the " idle" state, but the call request is in the call waiting state, which is unreasonable

[0005] (2) The call queuing method does not have a 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 access a third-party service system, and whether the call request exceeds Reasonable waiting time) for subdivision, so the agent terminal cannot provide differentiated services for call requests

[0006] (3) The call queuing method does not consider the call waiting time of the call request in the agent terminal queue, 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 seat terminal, which will lead to waste of human resources, long response time of service request, and low work efficiency of the terminal system

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