Automatic call distribution method based on dynamic priority queuing

Abstract

The invention discloses an automatic call distribution method based on dynamic priority queuing, which is characterized in that customers with high values are preferentially served, the resource benefit of a customer service system is improved, the customers are also avoided from waiting for a long time, and the customer satisfaction is improved. The technical scheme is that category division is performed according to the contribution degree of the customers, then the customers are placed in an ordinary queue or a priority queue based on the customer category, different priorities are divided in the priority queue, customers with the highest priority are extracted from the priority queue and preferentially served, and the customers in the ordinary queue are served according to a sequence of the waiting time. In addition, the priority queue is implemented in the form of a stack data structure, and the stack data structure of the priority queue is organized again under the condition that a customer gets into the priority queue, is extracted from the priority queue and voluntarily leaves the priority queue so as to keep a big root stack structure. The invention further provides a time-out polling mechanism so as to ensure customers waiting in a timeout manner to receive timely services.

Description

technical field [0001] The invention relates to the field of instant messaging, in particular to a distribution scheme for customer queuing in an online customer service center. Background technique [0002] figure 1 A call model diagram of an Automatic Call Distributor System (ACD) is shown. The function of the ACD is to allocate a suitable customer service for a call, and delay or refuse to serve the customer when the customer service is busy or unavailable. Since queuing is inevitable, a queuing strategy is needed to provide services for these customers in the queue. The simplest implementation is that when a customer arrives, if there is an idle customer in the customer service list, the customer will be served immediately, otherwise enter the queue and wait. Customers in the queue are arranged in order of arrival. [0003] Due to the limited resources of an enterprise, any resource is limited. When there are not enough resources to serve all customers at the same time...

AI Technical Summary

Problems solved by technology

[0007] At present, there is no effective technical means in the ACD system to achieve high-efficiency call distribution based on customer classification

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