Method, system and device of call center to allocate agents, and storage medium

A call center and agent technology, applied in the field of communication, can solve the problems of dead queue, inflexibility of user queuing process, and inability to connect agents, etc., to reduce dead queue, improve flexibility, and improve operation efficiency.

Active Publication Date: 2018-10-19
携程旅游信息技术(上海)有限公司
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Problems solved by technology

[0004] The flexibility of the user queuing process in the prior art is not high. Once the service category group is busy, it may be dead in the queue of the service category group, that is, the queue continues for a long time and cannot be connected to the corresponding seat. When waiting for timeout, the queue The user is hung up and exited, so the user needs to dial multiple times to find the corresponding agent for service

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  • Method, system and device of call center to allocate agents, and storage medium
  • Method, system and device of call center to allocate agents, and storage medium
  • Method, system and device of call center to allocate agents, and storage medium

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[0024] Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of the example embodiments to those skilled in the art. The same reference numerals denote the same or similar structures in the drawings, and thus their repeated descriptions will be omitted.

[0025] For the allocation of seats in the call center, the existing technology usually queues all users with the same service requirements in a queue of a fixed service category group according to the first-in-first-out principle. This kind of seat allocation method has poor flexibility and cannot reasonably mobilize seat resources. , when the service category group is busy, it is easy to cause dead queue of users.

[002...

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Abstract

The invention provides a method, system and device of a call center to allocate agents, and a storage medium. The method comprises the following steps: identifying a user tag of a user identifier according to the historical behavior data of a user, and dividing a plurality of agents into a plurality of agent groups according to service categories, geographic locations and service tags, firstly, adding the current user to a queue of the agent group matching the service demand selection data, the current geographic location and the user tag of the current user, when the current user is not allocated with an agent within a preset first threshold time, adding the current user to the queue of the agent group which has the same service category as the matching agent group, the same geographic location but different service tags, and when the current user is not allocated with the agent within a preset second threshold time, adding the current user to the queues of the other agent groups having the shortest predicted waiting time. The agents are flexibly allocated to flexibly avoid inflexible queuing.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a method, a system, a device and a storage medium for allocating seats in a call center. Background technique [0002] A call center is a place or system that realizes centralized user services based on modern communication technology, and can provide various types of information services such as inquiry, acceptance, consultation, and complaints about service products for various users. Most modern call centers adopt computer and communication integration technology, including queuing machine, branch exchange system (Branch Exchange, PBX) and agents. The main working mode of the call center is: the user accesses from PBX, and the queuing machine arranges the user to enter the queue and wait in a timely manner. Assign seats to users to complete the service. [0003] Most of the existing call centers use the first-in-first-out queue method to process incoming calls according...

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523
CPCH04M3/5232
Inventor 郭远华梁晓彤
Owner 携程旅游信息技术(上海)有限公司
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