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Methods of adjusting shunting strategy and shunting user request, apparatuses and system

A diversion strategy and user request technology, applied in electrical components, automatic switching offices, telephone communications, etc., can solve problems such as inability to divert user requests

Active Publication Date: 2016-05-11
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] The present application provides a method and device for adjusting distribution strategies to solve the problem that the prior art cannot adaptively adopt corresponding distribution strategies to distribute user requests according to changes in application scenarios

Method used

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  • Methods of adjusting shunting strategy and shunting user request, apparatuses and system
  • Methods of adjusting shunting strategy and shunting user request, apparatuses and system
  • Methods of adjusting shunting strategy and shunting user request, apparatuses and system

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Embodiment Construction

[0139] In the following description, numerous specific details are set forth in order to provide a thorough understanding of the application. However, the present application can be implemented in many other ways different from those described here, and those skilled in the art can make similar promotions without violating the connotation of the present application. Therefore, the present application is not limited by the specific implementation disclosed below.

[0140] In this application, a method and device for adjusting diversion strategies, a method and device for diverting user requests, a system for diverting user requests, and another method for diverting user requests are respectively provided. Methods and means for requesting. Each will be described in detail in the following examples.

[0141] Please refer to figure 1 , which is a flow chart of an embodiment of a method for adjusting a distribution strategy in the present application. The method comprises the st...

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PUM

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Abstract

The invention discloses a method of adjusting a shunting strategy and an apparatus thereof, a method used for shunting a user request, an apparatus and a system thereof, and another method used for shunting the user request and an apparatus thereof. The method of adjusting the shunting strategy comprises the following steps of acquiring correlation information of the user request in a waiting queue; according to the correlation information of the user request, selecting the shunting strategy, wherein the shunting strategy means that the user request in the waiting queue is shunted to a strategy adopted by a service queue; determining whether the current shunting strategy is the same with the selected shunting strategy; and if the current shunting strategy is different from the selected shunting strategy, adjusting the current shunting strategy into the selected shunting strategy. By using the technical scheme provided in the invention, disadvantages that a single shunting strategy is fixedly used and the shunting strategy can be changed through manual intervention in the prior art are overcome; the shunting strategy can be automatically and timely adjusted under different application scenes; and the corresponding shunting strategy is used to shunt the user request.

Description

technical field [0001] The present application relates to the field of offload processing of user requests, and in particular to a method and device for adjusting offload strategies. The present application also provides a method, device and system for distributing user requests, and another method and device for distributing user requests. Background technique [0002] A hotline customer service platform (also known as a telephone customer service system) usually refers to a system that uses telephone communication technology to quickly provide consulting services to customers or effectively handle customer complaints by answering customer calls. The system can receive a large number of incoming calls at the same time, automatically allocate incoming calls to customer service personnel with corresponding skills, and can record and store all incoming call information. A typical hotline customer service platform can not only handle customers' information inquiries, consultat...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523
Inventor 贺子宸张翔
Owner ADVANCED NEW TECH CO LTD
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