Customer service agent configuration method and device, electronic equipment and storage medium
A configuration method and seat technology, applied in the field of information processing, can solve problems such as inaccurate seat arrangement and mismatching of the number of seats received by police.
Pending Publication Date: 2021-04-02
TSINGHUA UNIV +2
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- Application Information
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Problems solved by technology
However, the above-mentioned traditional solution to seat planning is prone to inaccurate seat arrangement, and it is easy to cause a mismatch between the number of alarms received and the number of seats, resulting in the inability of the alarm center to effectively and reasonably arrange manpower to handle customer needs
Method used
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[0030] Embodiments of the present invention are described in detail below, and examples of the embodiments are shown in the drawings, wherein the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the figures are exemplary, and are intended to explain the present application, and should not be construed as limiting the present application.
[0031] The configuration method, device and electronic equipment of the customer service agent in the embodiments of the present application are described below with reference to the accompanying drawings.
[0032] figure 1 is a schematic flowchart of a method for configuring a customer service agent according to an embodiment of the present application. Wherein, it should be noted that the execution subject of the method for configuring customer service seats provided in this embodiment is a configuration devic...
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The invention provides a customer service agent configuration method and device, electronic equipment and a storage medium. The method comprises the steps of combining historical alarm receiving dataof the first n days before a current date in a process of configuring a customer service agent corresponding to the current date, determining the maximum daily alarm receiving amount prediction valuein subsequent m days including the current date and determining the number of normal agents required by the current date, determining the maximum daily alarm receiving amount in the first n days according to the historical alarm receiving data in the first n days, and combining the maximum daily alarm receiving amount, the number of normal alarm receiving agents and the maximum daily alarm receiving amount prediction value to determine the number of redundant alarm receiving agents required by the current date, and configuring the customer service agents corresponding to the current date according to the number of normal alarm receiving agents and the number of redundant alarm receiving agents. Therefore, the customer service agent corresponding to the current date is accurately configured, so that the configuration of the customer service agent of the current date is improved, and the agent is effectively and reasonably arranged to process the alarm receiving demand.
Description
technical field [0001] The present application relates to the technical field of information processing, and in particular to a configuration method, device, electronic equipment and storage medium for a customer service seat. Background technique [0002] With the rapid development of China's economy, the alarm center industry has also developed rapidly in China in recent years, and the number of various alarm centers and employees continues to increase. The cost of personnel is the key to the operating cost of the alarm center, and the pursuit of the fit between personnel and traffic is the eternal theme of the alarm center. [0003] In related technologies, the configuration of the alarm receiving seats in the alarm receiving center usually adopts a relatively traditional method. After the shift schedule is arranged, the customer service agents manually inquire about their own shift schedule, and commute to and from get off work according to the arrangement. However, the...
Claims
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Login to View More IPC IPC(8): G06Q10/06G06Q10/04G06Q50/26
CPCG06Q10/04G06Q10/06311G06Q50/265
Inventor 陈涛陈建国孙占辉袁宏永苏国锋肖迪明郑晓娜罗旭徐为安李翔邓欢付佳佳陶振翔刘然
Owner TSINGHUA UNIV