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Scheduling management method and device for customer service system, equipment and storage medium

A technology of customer service system and management method, applied in the field of call center, can solve the problem of unreasonable scheduling, achieve the effect of reasonable scheduling management, ensure service quality and service level, and high accuracy

Inactive Publication Date: 2019-09-17
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In the above scheme, the scheduling is only based on the forecasted traffic volume, which makes the scheduling unreasonable

Method used

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  • Scheduling management method and device for customer service system, equipment and storage medium
  • Scheduling management method and device for customer service system, equipment and storage medium
  • Scheduling management method and device for customer service system, equipment and storage medium

Examples

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Embodiment Construction

[0056]Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numerals in different drawings refer to the same or similar elements unless otherwise indicated. The implementations described in the following exemplary examples do not represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatuses and methods consistent with aspects of the present disclosure as recited in the appended claims.

[0057] The terms "comprising" and "having" and any variations thereof in the description and claims of the present invention and the drawings are intended to cover a non-exclusive inclusion. For example, a process, method, system, product or device comprising a series of steps or units is not limited to the listed steps or units, but optionally also includes unlisted steps or units, or ...

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PUM

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Abstract

The invention provides a scheduling management method and device for a customer service system, equipment and a storage medium. The scheduling management method comprises the following steps: carrying out service classification on acquired historical telephone traffic data to obtain at least one service type and a call number corresponding to each service type within a preset time length; according to the personal ability factors of the agent personnel, determining the agent personnel corresponding to the service types; and scheduling the agent personnel according to the agent personnel corresponding to each service type and the number of calls corresponding to each service type within the preset duration. According to the scheduling management method provided by the embodiment of the invention, the automatic scheduling of the agent personnel is realized, and the number of calls corresponding to each predicted service type is predicted by combining the personal ability factor of the agent personnel, and the accuracy of the prediction result is high, and the scheduling management is reasonable.

Description

technical field [0001] The invention relates to the technical field of call centers, in particular to a shift management method, device, equipment and storage medium of a customer service system. Background technique [0002] With the rapid development of science and technology and economy, the call center industry has also developed rapidly, and the number of various call centers and practitioners has continued to increase. The operation of any call center is almost in pursuit of the improvement of service speed and quality, and it is necessary to gradually improve the service level of the call center on the premise of reducing operating costs and ensuring the completion rate. Reasonable scheduling management of front-line agents can reduce overall operating costs and ensure customer service quality and service levels. [0003] In related technologies, the traffic volume on the date to be scheduled is generally predicted by analyzing the historical traffic data, and the ma...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523H04M3/36
CPCH04M3/36H04M3/362H04M3/5175H04M3/5232H04M3/5233H04M2203/402
Inventor 孟莉莉杨琦董宁张申薛超粤艾群童马秀发叶剑王跃强高鹏
Owner CHINA UNITED NETWORK COMM GRP CO LTD
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