Call processing method and apparatus

Abstract

The embodiment of the invention provides a call processing method and apparatus. The method comprises the following steps: obtaining the number of to-be-processed calls waiting in line in a current queue; if it is obtained that the number of to-be-processed calls is not less than a first preset threshold by judgment, obtaining call information corresponding to the to-be-processed calls; calculating rearrangement priorities of the to-be-processed calls according to a preset rule in accordance with the call information corresponding to the to-be-processed calls; and updating the arrangement sequence of the to-be-processed calls in the current queue according to the calculated rearrangement priorities of the to-be-processed calls to form a rearrangement sequence so as to process the to-be-processed calls according to the rearrangement sequence. The apparatus is used for executing the method. By adoption of the call processing method and apparatus provided by the embodiment of the invention, the call completing rate of user incoming calls is improved.

Description

technical field [0001] Embodiments of the present invention relate to the field of communication technologies, and in particular, to a call processing method and device. Background technique [0002] With the development of computer telephony integration (CTI) technology, especially the introduction of interactive voice response system (Interactive Voice Response, IVR), the voice call center has developed rapidly. However, with the increasing business scale, the system More and more attention has been paid to the problem of low call completion rate during failure or peak business hours. [0003] At present, when a user makes a service call, the call center mainly controls the flow of traffic. According to the relevant information of the user number, after matching the user's priority, it is assigned to the customer service agent in the relevant queue. The main technical process is as follows: the user dials the service number (such as bank service number 955XX, operator ser...

AI Technical Summary

Problems solved by technology

[0004] The algorithm of user priority under the existing technical conditions is simple. At present, the user priority of access agents is only based on factors such as user star ratings and special lists. The algorithm for generating priority is simple, and the current user priority cannot be reasonably dynamic. Adjustment, but only by reviewing the user's historical consumption situation and evaluating the user's star rating once a month. There is a long adjustment cycle. The above situation will cause some users to prolong the waiting time for incoming calls and reduce the incoming call completion rate.

For example, user A dials the hotline three times and waits for more than 1 minute to be connected. However, when the user calls the hotline for the fourth time, the connection priority is the same as that of other similar users, which reduces the call completion rate of the user.

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