Automatic call distribution method and device, electronic equipment and storage medium
An automatic calling and allocation method technology, applied in the computer field, can solve the problems of long time to find an idle agent, long time to prepare an idle agent, long waiting time of users, etc., so as to improve the ready efficiency, facilitate the call allocation of agents, and reduce the waiting time. Effect
Inactive Publication Date: 2021-08-06
上海井星信息科技有限公司
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[0003] However, in some large-scale voice contact centers, the number of seats is more than 1,000, and each free seat should be sorted according to the preset rules; because the number of free seats is a fluid change, there are new additions of free seats and there will be free seats at the same time Therefore, when a large number of users call in, each newly added idle agent takes a long time to be ready, which leads to a longer time to find an idle agent, which easily leads to an increase in user waiting time, which in turn leads to a poor user experience
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[0103] The following is attached Figure 1-5 The application is described in further detail.
[0104] After reading this specification, those skilled in the art can make modifications to this embodiment without creative contribution as needed, but as long as they are within the scope of the claims of this application, they are all protected by the patent law.
[0105] In order to make the purposes, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments It is a part of the embodiments of this application, not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the scope of protection of this applicat...
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The invention relates to an automatic call distribution method and device, electronic equipment and a storage medium. The method comprises the steps: obtaining attribute information corresponding to any seat when it is detected that any seat is changed from an occupied state to an idle state; based on the attribute information corresponding to any seat, determining weight information corresponding to any seat; searching for a position for insertion from an index chain table based on the weight information corresponding to any seat, and inserting the seat information corresponding to any seat into the position for insertion; distributing a seat for the call based on the index chain table after insertion processing. The index linked list comprises an original linked list and at least one corresponding level of index, the original linked list is obtained by sorting the current idle seats according to respective corresponding weight information, and each level of index in the at least one level of index is created based on the weight information. According to the method and the device, the ready efficiency of any seat changed into the idle state can be improved, so that the efficiency of searching for the idle seats is improved, and the call distribution efficiency is improved.
Description
technical field [0001] The present application relates to the field of computer technology, in particular to an automatic call distribution method, device, electronic equipment and storage medium. Background technique [0002] Automatic Call Distributor (ACD), also known as queuing machine, is mainly used to process incoming calls; in call centers, ACD automatic call distribution is a very important technology. Automatically transfer to the correct agent according to specific rules or perform other automatic processing, such as queuing or leaving a message, etc., its performance directly affects the efficiency of the call center and customer satisfaction. [0003] However, in some large-scale voice contact centers, the number of seats is more than 1,000, and each free seat should be sorted according to the preset rules; because the number of free seats is a fluid change, there are new additions of free seats and there will be free seats at the same time Therefore, when a la...
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IPC IPC(8): H04M3/523
CPCH04M3/5232
Inventor 彭勇曹瑞生
Owner 上海井星信息科技有限公司