Telephone traffic scheduling and shunting method and device, electronic equipment and computer storage medium

A computer program and traffic technology, applied in computing, data processing applications, instruments, etc., can solve the problems affecting the connection rate, call loss, uncertainty of call duration, etc., and achieve the goal of guaranteeing the connection rate and reducing the call loss rate. Effect

Pending Publication Date: 2021-12-14
CHINA MOBILE ONLINE SERVICES CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0003] These two methods are based on volume extraction. Since the duration of the call is uncertain, a fixed amount of traffic is extracted per minute. The number of seats arranged by the support party may be more or less, which affects the connection rate and causes call loss.

Method used

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  • Telephone traffic scheduling and shunting method and device, electronic equipment and computer storage medium
  • Telephone traffic scheduling and shunting method and device, electronic equipment and computer storage medium
  • Telephone traffic scheduling and shunting method and device, electronic equipment and computer storage medium

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Embodiment Construction

[0031] Features and exemplary embodiments of various aspects of the present application will be described in detail below. In the following detailed description, numerous specific details are set forth in order to provide a thorough understanding of the application. It will be apparent, however, to one skilled in the art that the present application may be practiced without some of these specific details. The following description of the embodiments is only to provide a better understanding of the present application by showing examples of the present application.

[0032] It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other. The embodiments will be described in detail below in conjunction with the accompanying drawings.

[0033] The method, device and electronic equipment for the traffic dispatching distribution provided by the embodiment of the present application...

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PUM

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Abstract

The invention discloses a telephone traffic scheduling and shunting method and device, electronic equipment and a computer storage medium. The method comprises the following steps: acquiring the number of idle seats and the number of first seats about to end a call; calculating the sum of the idle seat number and the first seat number about to end the call as the traffic number to be allocated; and when the to-be-allocated traffic number is greater than 0, shunting the traffic of the to-be-allocated traffic number to the target skill queue. According to the telephone traffic scheduling and shunting method disclosed by the invention, the telephone traffic can be timely supported by the seat after incoming, and the seat is fully utilized, so that the call completing rate is ensured, and the call loss rate is reduced.

Description

technical field [0001] The present application belongs to the technical field of intelligent dispatching, and in particular relates to a method, device and terminal equipment for dispatching traffic dispatching. Background technique [0002] With the increase of traffic volume, in order to improve the utilization rate of call center agents in each province, it is necessary for the integrated scheduling system to control the second-level traffic flow to different agent skill queues. Currently, there are two modes for realizing cross-provincial multimedia integrated scheduling. One is to extract the traffic according to the volume of traffic, and the other is to extract the traffic according to the proportion of traffic. [0003] These two methods are volume-based extraction. Since the call duration is uncertain, a fixed amount of traffic is extracted per minute, and the number of seats arranged by the support party may be more or less, which affects the connection rate and ca...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06
CPCG06Q10/06312G06Q10/06316
Inventor 黄华林王闯尹沙楠
Owner CHINA MOBILE ONLINE SERVICES CO LTD
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