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Multi-channel contact center unified soft queuing method based on weight

A multi-channel, weighted technology, applied in the field of network communication, can solve problems such as inability to connect incoming calls and long waiting time for customers, and achieve the effect of improving the connection probability and efficiency of incoming calls

Active Publication Date: 2021-06-22
上海井星信息科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The current intelligent allocation methods include linear polling allocation, cyclic order allocation, idle time allocation, agent skill priority allocation, VIP priority allocation, user random allocation, etc. The above allocations are used in combination to find the corresponding customer as soon as possible when calling in The agent answers, but there are often various problems such as the incoming call cannot be connected, the customer waits too long, etc.

Method used

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  • Multi-channel contact center unified soft queuing method based on weight
  • Multi-channel contact center unified soft queuing method based on weight
  • Multi-channel contact center unified soft queuing method based on weight

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specific Embodiment 1

[0061] A weight-based unified soft queuing method for multi-channel contact centers of the present application calculates customer weights and agent weights for multi-customer multi-channel routing requests, performs matching, and selects agents that meet the connection conditions to access routing requests . Routing requests from different channels are processed in different ways, which are described in the following sections.

[0062] 1. Customer weight calculation:

[0063] Using the customer feature vector K and customer feature weight vector T to calculate the customer weight of a single channel, the following formula:

[0064]

[0065] Among them, k={k 1 ,k 2 …k i …k n-1 ,k n},k i Indicates the attribute value of the i-th feature of the customer, T={t 1 ,t 2 ,...t i ...t n-1 ,t n},t i Indicates the attribute value of the i-th feature weight of the customer.

[0066] 2. Calculation of customer channel weight:

[0067] According to the customer's source c...

specific Embodiment 2

[0133] An embodiment of the present invention provides a weight-based multi-channel contact center unified soft queuing system, comprising: a processor, a memory, and a computer program stored in the memory and operable on the processor, such as a software A queuing program, implementing the method in Embodiment 1 when the processor executes the computer program.

[0134] The computer program may be divided into one or more modules / units, which are stored in the memory and executed by the processor to implement the present invention. The one or more modules / units may be a series of computer program instruction segments capable of accomplishing specific functions, and the instruction segments are used to describe the execution process of the computer program in the terminal device. For example, the computer program can be divided into multiple modules, and the specific functions of each module are as follows:

[0135] 1. Weight calculation module, used to calculate customer we...

specific Embodiment 3

[0141] The integrated module / unit of the weight-based multi-channel contact center unified soft queuing system can be stored in a computer-readable storage medium if it is implemented in the form of a software function unit and sold or used as an independent product middle. Based on this understanding, the present invention realizes all or part of the processes in the methods of the above embodiments, and can also be completed by instructing related hardware through a computer program. The computer program can be stored in a computer-readable storage medium, and the computer When the program is executed by the processor, the steps in the above-mentioned various method embodiments can be realized. Wherein, the computer program includes computer program code, and the computer program code may be in the form of source code, object code, executable file or some intermediate form. The computer-readable medium may include: any entity or device capable of carrying the computer progr...

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Abstract

The invention discloses a weight-based multi-channel contact center unified soft queuing method, and the method comprises the following steps: when a plurality of clients initiate requests in multiple channels and a route receives a plurality of requests, calculating client weights, client channel weights and seat weights, carrying out multi-channel route request distribution, and carrying out matching from idle seats according to the client weights; selecting the idle seat meeting the condition for connection; when the routing request does not have the conditional idle seat for connection, enabling the routing request to enter the request queuing state, so the incoming call is timely connected, and the incoming call connection efficiency is improved. In the queuing request process, if an idle seat meeting the condition exists, the routing request and the idle seat are connected; if a new routing request is added to enter the queue, a queuing sequence is adjusted according to a new routing request weight; the queuing threshold time is set, and when the queuing duration is greater than the queuing threshold time, the queuing routing request weight is adjusted or the queuing is notified to be abandoned according to the preset strategy, so the waiting time of the customer is reduced.

Description

technical field [0001] The invention relates to the technical field of network communication, in particular to a weight-based unified soft queuing method for a multi-channel contact center. Background technique [0002] Social media and mobile Internet are rapidly emerging and occupying people's fragmented time. Users' communication channels have become more and more diversified from the original voice-based. In today's Internet world, text, pictures, video, and voice are the most basic The elements of human interaction, a variety of communication channels gradually share the traditional voice media channels. For a call center with multi-channel multi-customer incoming calls and multi-agent connection, the agent changes from handling a single voice message to a variety of multi-channel messages. Skills have also changed accordingly. Incoming calls are processed in batches, and these incoming calls are routed to various groups of service representatives with similar responsi...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/725H04M3/51H04M3/523
CPCH04L45/306H04M3/5141H04M3/523
Inventor 彭勇毕争张嵛翔
Owner 上海井星信息科技有限公司
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