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Traffic resource scheduling method and predictive scheduling device

A resource scheduling and traffic technology, applied in the direction of telephone communication, subscriber special services, automatic switching offices, etc., can solve the problems of low connection rate, low accuracy, and lack of quick response to manual service requests.

Active Publication Date: 2017-06-09
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Due to relying on the personal experience of the operation administrator to schedule traffic resources, the accuracy rate is low, which will cause the customer's manual service request to not be responded quickly, the connection rate will be low, or the seat idle rate is high, and the traffic resources cannot be fully utilized. It cannot well solve the problem caused by the mismatch between the traffic volume of resource group access and the number of seats

Method used

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  • Traffic resource scheduling method and predictive scheduling device
  • Traffic resource scheduling method and predictive scheduling device
  • Traffic resource scheduling method and predictive scheduling device

Examples

Experimental program
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Effect test

Embodiment 1

[0093] An embodiment of the present invention provides a traffic resource scheduling method for scheduling traffic resources of a customer service call center, such as Figure 4 As shown, the method includes the following steps:

[0094] 201. Predict the predicted traffic volume that can be accessed by a first resource group within a preset time period; the first resource group is any one of the N resource groups included in the customer service call center.

[0095] Wherein, the preset time length is a period of time in the future, and the specific time length is not limited here. For example, forecast the traffic volume from 20:00 to 13:00 at 9:00 on the current day.

[0096] In a specific implementation, the processor 101 performs traffic forecasting based on historical data such as historical data reports and data marts. Specifically, the predicting the traffic volume accessible to the first resource group within the preset time length includes: determining the M histori...

Embodiment 2

[0126] An embodiment of the present invention provides a predictive scheduling device, such as Figure 5 As shown, the prediction scheduling device includes: a prediction unit 301 , a calculation unit 302 and a scheduling unit 303 .

[0127] The prediction unit 301 is configured to predict the predicted traffic volume that can be accessed by the first resource group within a preset time period; the first resource group is any one of the N resource groups included in the customer service call center.

[0128] A calculation unit 302, configured to calculate and obtain the predicted reception of the first resource group within the preset duration according to the predicted traffic volume, the number of traffic resources of the first resource group, and the value of the traffic resource capability. Throughput rate; the traffic resource capability value is the average traffic volume that each traffic resource of the first resource group can handle per period.

[0129] The calculat...

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Abstract

The invention provides a traffic resource scheduling method and a predictive scheduling device, which relate to the field of IP call centers and aim at scheduling traffic resources of the IP call center, improving the traffic resource scheduling accuracy and avoiding mismatching between the traffic amount accessed by a resource group and an agent number of the resource group to a certain degree. The method comprises steps: the predictive traffic amount accessed by a first resource group in a preset time duration is predicted; according to the predictive traffic amount, the traffic resource number of the first resource group and a traffic resource ability value, the predictive call completion rate of the first resource group in the preset time duration is calculated and acquired; according to the predictive call completion rate, the target call completion rate of the first resource group in the preset time duration, the predictive traffic amount and the traffic resource ability value, the predictive resource gap number of the first resource group is calculated and acquired; and according to the predictive resource gap numbers of the at least two resource groups in the N resource groups, the traffic resources of the at least two resource groups are scheduled.

Description

technical field [0001] The invention relates to the field of IP (Internet Protocol, Internet Protocol) call center, in particular to a traffic resource scheduling method and a predictive scheduling device. Background technique [0002] In IPCC (IP Contact Center, IP call center), agents (that is, operators) are divided into different resource groups to provide manual services for different types of customers and different types of services. Usually, when a customer call is transferred to a manual, the customer's manual service request is allocated to different resource groups according to the customer level and its business service type, and queued in chronological order. If the agent is configured with the skills required by the resource group to which he belongs, he can automatically obtain the manual service request from the customer, so that the agent can answer the customer call and provide manual service to the customer. [0003] When the resource group access traffic...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/51
Inventor 王伟唐朝辉高林卢信先
Owner HUAWEI TECH CO LTD
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