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Call control method and device, electronic equipment and storage medium

A technology of call control and electronic equipment, which is applied in the field of computer communication, can solve problems such as idle terminals, avoid user waiting, realize dynamic control, and improve utilization

Active Publication Date: 2021-04-02
北京神州泰岳智能数据技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] The embodiment of the present application provides a call control method, device, electronic equipment and storage medium, so as to solve the problem that the agent terminal is idle for a long time

Method used

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  • Call control method and device, electronic equipment and storage medium
  • Call control method and device, electronic equipment and storage medium
  • Call control method and device, electronic equipment and storage medium

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Embodiment Construction

[0029] In order to make the purpose, technical solution and advantages of the present application clearer, the technical solution of the present application will be clearly and completely described below in conjunction with specific embodiments of the present application and corresponding drawings. Apparently, the described embodiments are only some of the embodiments of the present application, rather than all the embodiments. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the scope of protection of this application.

[0030] The technical solutions provided by various embodiments of the present application will be described in detail below in conjunction with the accompanying drawings.

[0031] The technical idea of ​​the present application is to dynamically adjust the number of called terminals to call by calculating the response rate of the called terminal and c...

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Abstract

The invention discloses a call control method and device, electronic equipment and a storage medium. The call control method comprises the steps of determining a response rate of a called terminal according to the number of called terminals which have been called in a preset time and the number of called terminals which have been called; determining a call parameter according to the response rateand a response threshold, wherein the call parameter represents the number of called terminals of the call; and calling the called terminal according to the calling parameter. According to the technical scheme, the number of the called terminals is determined by calculating the response rate of the called terminals and comparing the response rate with the response threshold, more called terminalscan be called when the response rate is low so as to avoid idle seat terminals, and the number of called terminals is reduced when the response rate is high so as to avoid waiting of users; therefore,the dynamic control of the call is realized, the utilization rate of the agent terminal and the efficiency of the call system are improved, and meanwhile, higher user experience is realized.

Description

technical field [0001] The present application relates to the technical field of computer communication, in particular to a call control method, device, electronic equipment and storage medium. Background technique [0002] Call centers, also known as customer service centers, originated in the 1930s, initially transferring calls from users to answering desks or specialists. Since then, with the increase of calls and answers to be transferred, an interactive voice response system has been established, which can answer and handle some of the answers to common customer questions by machines "automatic attendants". [0003] A call center in the traditional sense is an inbound call center, which refers to a call response center that focuses on telephone access and provides customers with various telephone response services. With the continuous development of market demand, an outbound call center has also emerged, that is, the call center is the active initiator of the call, an...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523G06Q10/06
CPCH04M3/5141H04M3/5238G06Q10/063114
Inventor 焦磊磊
Owner 北京神州泰岳智能数据技术有限公司
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