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Resource distribution method and system for call center

A technology for call center and resource allocation, which is applied in automatic switching office, telephone communication, electrical components, etc. It can solve the problems of agent sign-in, low sign-in ratio, and non-uniform use time of agents, etc.

Inactive Publication Date: 2016-04-13
HUAWEI SOFTWARE TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, due to the differences in the business characteristics of each tenant, the seat usage time of each tenant is not uniform, and many tenants may not necessarily sign in even if they apply for a seat
This leads to the low check-in ratio of registered agents in the existing call center, and the utilization rate of platform resources is not high

Method used

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  • Resource distribution method and system for call center
  • Resource distribution method and system for call center
  • Resource distribution method and system for call center

Examples

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Embodiment Construction

[0030] The technical terms used in the embodiments of the present invention are only used to explain specific examples of the present invention, and are not intended to limit the present invention. The technical solutions in the embodiments of the present invention will be clearly described below with reference to the drawings in the embodiments of the present invention.

[0031] First of all, in order to facilitate the understanding of the embodiments of the present invention, the following combination figure 1 The system architecture of the cloud call center involved in the embodiment of the present invention is introduced in detail.

[0032] figure 1 The cloud call center shown can support multiple tenants, so that multiple tenants can use the resources of the call center built on the cloud through the network. Such as figure 1 The cloud call center shown includes: access cloud, resource cloud and service cloud. in:

[0033] The access cloud includes: multiple independ...

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Abstract

The embodiment of the invention discloses a resource distribution method and system for a call center. The method comprises the following steps that: the call center receives an account opening request of a tenant, and registers an access code included in the account opening request and an agent group indicated by agent grouping information in a service platform of the call center in response to the account opening request; and when a sign-in request sent by a target agent of the tenant is received, the call center adds the target agent into the agent group, to which the target agent belongs, already registered in the service platform according to configuration information of the target agent included in the sign-in request, and distributes platform resources corresponding to the target agent in the service platform. According to the scheme of the invention, the platform resources are distributed to the agents when the agents sign in, so that on-demand distribution of resources can be realized, and the problem of resource waste caused by a low sign-in ratio of the already-registered agents is solved.

Description

technical field [0001] The invention relates to the technical field of call centers, in particular to a resource allocation method and system for a call center. Background technique [0002] The call center (CC, CallCenter) makes full use of modern communication and computer technologies, such as Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Automatic Call Distributor (ACD), etc., to achieve automatic A system that flexibly handles a large variety of incoming and outgoing calls. [0003] The existing IP call center (IPCallCenter, IPCC) can support multi-tenants, and can be opened to the Internet, and different tenants can remotely use the resources of the IPCC built in the cloud. [0004] A call center agent (Agent) generally consists of an agent computer, an agent software, an agent headset, and service personnel. Call center agents realize related control functions through agent software and hardware equipment to achieve the purpose of customer ...

Claims

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Application Information

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IPC IPC(8): H04M3/523
CPCH04M3/5232
Inventor 宋立岩
Owner HUAWEI SOFTWARE TECH
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