Call distribution method, call center, electronic device, and storage medium

A call distribution and call request technology, applied in the Internet field, can solve problems such as low customer satisfaction, unguaranteed agent service efficiency, and inability to achieve differentiated services for different customer groups, so as to improve agent answering efficiency and improve customer service. satisfaction effect

Active Publication Date: 2018-12-11
上海华客信息科技有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, it is impossible to provide differentiated services for different customer groups, resulting in low

Method used

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  • Call distribution method, call center, electronic device, and storage medium
  • Call distribution method, call center, electronic device, and storage medium
  • Call distribution method, call center, electronic device, and storage medium

Examples

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Embodiment Construction

[0031] 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.

[0032] Those skilled in the art can understand that various aspects of the present invention can be implemented as systems, methods or program products. Therefore, various aspects of the present invention can be embodied in the following forms, that is: a complete hardware implementation, a complete software implementation (including firmware, microcode, etc.), or a combination of hardware and software implementations, whi...

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Abstract

The invention provides a call distribution method, a call center, an electronic device and a storage medium, wherein the method comprises the following steps: receiving a call request and obtaining apriority of the call request; Obtaining a seat of a corresponding service type, comprising a plurality of seat groups configured according to levels, each level seat group corresponding to a call request of at least one priority of the service; transferring a call request to a queue of a seat group at a level corresponding to its priority; each level seat group being respectively configured with an overflow time. when the queue time of a call request in the queue of the level seat group reaches the overflow time of the level seat group, transferring the call request into the overflow group. Inthe overflow group, assigning each call request to an idle seat at a level corresponding to its priority or an idle seat at a level lower than its priority in turn, according to the priority of eachcall request from high to lower. The invention dynamically queues and distributes call requests, realizes differential service, improves customer satisfaction and improves seat receiving efficiency.

Description

technical field [0001] The invention relates to the technical field of the Internet, in particular to a call distribution method, a call center, electronic equipment and a storage medium. Background technique [0002] The call center needs to organize multiple agents to form a skill group to handle incoming business. For inbound services with high concurrent demand, the number of seats in a single skill group is in thousands. For example, for an online ticketing platform, only the domestic ticket group contains more than 2000 seats. [0003] Using the traditional call allocation technology, only consider the call-in time of the user and the idle time of the agent to achieve the average allocation of calls. However, it is impossible to realize differentiated services for different customer groups, resulting in low customer satisfaction, and the average distribution makes the service efficiency of the seats unguaranteed. [0004] It should be noted that the information disc...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/51
CPCH04M3/5116H04M3/523
Inventor 梁晓彤凌佳璐
Owner 上海华客信息科技有限公司
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