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Call center seat distribution method, system and device and storage medium

A seat allocation and call center technology, which is applied in the computer field, can solve problems that affect call center connection efficiency and user experience, cannot allocate seats, and users leave, etc., to reduce the probability of hanging up calls, improve connection efficiency, The effect of reducing call loss

Active Publication Date: 2019-07-26
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

This processing method cannot allocate seats according to the real-time queuing situation. Once a user enters a queuing queue to wait, the queue order of the user queuing is completely determined. The result is that the call center is answered within a short time and leaves, which brings a lot of call loss and affects the overall connection efficiency and user experience of the call center.

Method used

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  • Call center seat distribution method, system and device and storage medium
  • Call center seat distribution method, system and device and storage medium
  • Call center seat distribution method, system and device and storage medium

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0051] S101. Establish at least one subcategory tag for each agent in the call center, and generate a first tag group matching the agent, and each subcategory tag belongs to a preset attribute tag. Specifically, establish subcategory labels based on the business skills mastered by each agent, such as "Chinese, English, air tickets, car rental" and other subcategory labels. Each subcategory label belongs to an attribute label, wherein, the attribute label includes at least one of business type, language label and business stage, and the subcategory labels belonging to the business type include but are not limited to personal hotel booking, personal air ticket booking, personal Car rental, individual booking of travel products, group booking of hotels, group booking of air tickets, group booking of travel products and car rental, subcategories belonging to language tags include but not limited to Chinese, Japanese, English, German, French and Indian, belonging to business The su...

Embodiment 2

[0060] As a preferred implementation manner, on the basis of the call center agent allocation method disclosed in Embodiment 1, step S104 further includes:

[0061] S1041. Determine the agent corresponding to the candidate tag group as the first candidate responder;

[0062] S1042. When there are multiple first candidate responders, select the N with the least number of tasks in the task queue to be answered corresponding to the first candidate responders. 1 The first candidate responder is determined as the second candidate responder;

[0063] S1043. When there are multiple second candidate responders, determine the second candidate responder with the shortest expected waiting time among the second candidate responders as the person to be answered; the expected waiting time is the second candidate The product of the number of tasks in the task queue to be answered corresponding to the responder and the historical average unit response time of the second candidate responder; ...

Embodiment 3

[0065] As a preferred implementation manner, on the basis of the call center agent allocation method disclosed in Embodiment 1, step S104 further includes:

[0066] S1041. Determine the agent corresponding to the candidate tag group as the third candidate responder;

[0067] S1042, when there are more than one third candidate answering personnel, assign the task number N with the smallest number of tasks in the task queue to be answered corresponding to the third candidate answering personnel 1 The third candidate responder is determined as the fourth candidate responder;

[0068] S1043. When there are more than one fourth candidate answering personnel, determine whether, within the second preset time period, in the historical task data of all the fourth candidate answering personnel, there is already a caller number identical to the caller number in the task to be assigned. If there is a historical task, the fourth candidate responder corresponding to the historical task is ...

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Abstract

The invention provides a call center seat distribution method, system and device and a storage medium, and the method comprises the steps: S101, building at least one subclass label for each seat person of a call center, and generating a first label group matched with the seat person; S102, obtaining a subclass label corresponding to the to-be-allocated task from the incoming call information, andgenerating a second label group matched with the to-be-allocated task; S103, screening out a first label group containing all subclass labels in the second label group from a plurality of first labelgroups corresponding to all online seat personnel to form an alternative label group; S104, determining the seat personnel corresponding to the alternative label group as alternative responders, anddetermining the alternative responders with the least number of tasks in the to-be-responded task queue corresponding to the alternative responders as to-be-responded personnel; S105, adding the to-be-allocated tasks into a to-be-answered task queue of the to-be-answered personnel. The call loss is reduced, the connection efficiency of the call center is improved, and the user experience is improved.

Description

technical field [0001] The invention relates to the field of computer technology, in particular to a method, system, equipment and storage medium for allocating seats in a call center. Background technique [0002] The call center system mainly provides consulting, assistance, complaints and other related services for enterprise customers, and has become the main means of communication between enterprises and customers. When the user dials the unified access number of the call center through the terminal equipment, it will first go through the IVR (Interactive Voice Response) system, that is, the interactive voice response system provides the user with voice navigation, and the user enters the virtual queuing system after pressing the button or voice interaction. Waiting for the agent to connect and hanging up after entering the queuing system will cause call loss. [0003] With the development of computer technology and telecommunication technology, the call center has gra...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523
CPCH04M3/5232H04M3/5233H04M3/5234H04M3/5238
Inventor 凌佳璐
Owner 携程旅游信息技术(上海)有限公司
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