Information processing method, information processing device and computer equipment

Abstract

The invention provides an information processing method, an information processing device and computer equipment, and relates to the technical field of computers.The information processing method of one embodiment comprises the steps that in response to a configuration request, a state configuration interface is displayed, the configuration request comprises a user identifier, and the user identifier corresponds to at least one seat identifier; in response to a configuration operation on the state configuration interface, generating target configuration information; and performing associated storage on the target configuration information and the user identifier, wherein the target configuration information is used for determining a first state of the seat corresponding to the seat identifier. According to the scheme of the embodiment, personalized configuration of the target configuration information of the user can be visually realized, the first state of the seat corresponding to the user can be conveniently determined through the target configuration information of personalized configuration, and the generation of the target configuration information does not need to be changed on a code level by developers, so that the maintenance cost is low.

Description

Technical Field

[0001] The present application relates to the field of computer technology, and in particular to an information processing method, an information processing device, a computer equipment, a computer-readable storage medium, and a computer program product. Background Art

[0002] With the continuous development of mobile Internet intelligent call centers (also called Internet call centers, full name Internet call center, abbreviated as ICC, and referred to as call centers in the following content), providing high-quality customer service technology has also become an important demand for call centers. As a multi-channel intelligent contact platform with a large number of users, the call center needs to have the ability to meet the overall working status of the personalized configuration of seats for each user in the platform. This status can also be called the channel status. At present, the call center system determines the channel status of the seats of each user according to the fixed rules during development. However, for a system like a call center with multiple channels and a large number of users, in the actual application process, if there is a specific demand for the determination method of the channel status of the seat, it can only be achieved by the developer modifying the code, which has high maintenance costs. Summary of the invention

[0003] Based on this, it is necessary to provide an information processing method, an information processing apparatus, a computer device, a computer-readable storage medium and a computer program product for determining the status of a call center agent with low maintenance cost.

[0004] In a first aspect, the present application provides an information processing method, the method comprising:

[0005] In response to a configuration request, displaying a status configuration interface, the configuration request including a user identifier, the user identifier corresponding to at least one seat identifier;

[0006] In response to a configuration operation on the state configuration interface, generating target configuration information;

[0007] The target configuration information is associated with the user identifier and stored, and the target configuration information is used to determine the first state of the seat corresponding to the seat identifier.

[0008] In a second aspect, the present application provides an information processing method, the method comprising:

[0009] When the state-related parameter is updated, the seat ID is determined, and the state-related parameter is used to determine the state of the seat corresponding to the seat ID;

[0010] Determining a user identifier associated with the seat identifier according to the seat identifier, wherein the user identifier corresponds to at least one seat identifier;

[0011] When the target configuration information matching the user identifier is found, the first state of the agent is determined according to the target configuration information.

[0012] In a third aspect, the present application further provides an information processing device, the device comprising:

[0013] A configuration interface display module, used to display a status configuration interface, wherein a configuration request includes a user identifier, and the user identifier corresponds to at least one seat identifier;

[0014] A configuration information generating module, used to generate target configuration information in response to a configuration operation on the state configuration interface;

[0015] The storage module is used to associate and store target configuration information with the first user identifier, wherein the target configuration information is used to determine a first state of an agent corresponding to the agent identifier.

[0016] In a fourth aspect, the present application further provides an information processing device, wherein the device comprises:

[0017] An agent identification determination module, used to determine the agent identification when the state-related parameters are updated, and the state-related parameters are used to determine the state of the agent corresponding to the agent identification;

[0018] A user identification determination module, configured to determine a user identification associated with the seat identification according to the seat identification, wherein the user identification corresponds to at least one seat identification;

[0019] The state determination module is used to determine the first state of the agent according to the target configuration information when the target configuration information matching the user identifier is queried.

[0020] In a fifth aspect, the present application further provides a computer device, wherein the computer device comprises a memory and a processor, wherein the memory stores a computer program, and when the processor executes the computer program, the steps of the method in any of the above embodiments are implemented.

[0021] In a sixth aspect, the present application further provides a computer-readable storage medium having a computer program stored thereon, and when the computer program is executed by a processor, the steps of the method in any of the above embodiments are implemented.

[0022] In a seventh aspect, the present application further provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, the steps of the method in any of the above embodiments are implemented.

[0023] Based on the information processing method, information processing apparatus, computer device, computer-readable storage medium and computer program product of the embodiments of the present application as described above, after displaying the status configuration interface in response to a configuration request, it is able to generate target configuration information associated with the user identifier through configuration operations on the status configuration interface, so that the first state of the seat corresponding to the seat identifier associated with the user identifier can be determined based on the generated target configuration information, thereby visually realizing the personalized configuration of the user's target configuration information. Through the personalized configured target configuration information, the first state of the seat corresponding to the user can be conveniently determined, and the generation of the target configuration information does not require the developer to make code-level changes, and the maintenance cost is low. BRIEF DESCRIPTION OF THE DRAWINGS

[0024] FIG1 is a schematic diagram of an application scenario involved in an information processing method in an embodiment;

[0025] FIG2 is a schematic flow chart of an information processing method in one embodiment;

[0026] Figure 3 is a flowchart of an information processing method in another embodiment;

[0027] Figure 4 is a flowchart of an information processing method in another embodiment;

[0028] Figure 5 is a schematic diagram of a process of obtaining a first relationship diagram in an embodiment;

[0029] Figure 6 is a schematic diagram of a process of obtaining a second relationship diagram in an embodiment;

[0030] Figure 7 A schematic diagram of a process for setting parameter contents of a node in an embodiment;

[0031] Figure 8 A schematic diagram of a node displayed in a drawing area in one embodiment;

[0032] Fig. 9 is a flowchart of an information processing method in another embodiment;

[0033] Fig.10 is a flowchart of an information processing method in another embodiment;

[0034] Fig.11 is a flowchart of an information processing method in another embodiment;

[0035] Fig.12 A schematic diagram of an interface involved in an information processing method in a specific example;

[0036] Fig.13 A schematic diagram of an interface for event management in a specific example;

[0037] Fig.14 This is a schematic diagram of the state management interface in a specific example;

[0038] Fig.15 A schematic diagram of an interface for setting node attributes for a call event node in a specific example;

[0039] Fig.16 This is a schematic diagram of an interface for setting node properties of an agent status node in a specific example;

[0040] Fig.17 A schematic diagram of an interface for setting node properties for a device status node in a specific example;

[0041] Fig.18 A schematic diagram of an interface for setting node properties for a first-state node in a specific example;

[0042] Fig.19 A schematic diagram of an interface for setting node properties for a channel status node in a specific example;

[0043] Fig. 20 A schematic diagram of an overlay process corresponding to target configuration information established in a specific example;

[0044] Fig.21 For Fig. 20 A schematic diagram of a state relationship diagram of a first state of some seats drawn by the process shown;

[0045] Fig. 22 is a structural block diagram of an information processing device in one embodiment;

[0046] Fig.23 is a structural block diagram of an information processing device in another embodiment. DETAILED DESCRIPTION

[0047] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0048] The following embodiments of the technical solution of the present application are described in detail in conjunction with the accompanying drawings. The following embodiments are only used to more clearly illustrate the technical solution of the present application, and are therefore only used as examples, and cannot be used to limit the scope of protection of the present application.

[0049] Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by technicians in the technical field to which this application belongs; the terms used herein are only for the purpose of describing specific embodiments and are not intended to limit this application; the terms "including" and "having" in the specification and claims of this application and the above-mentioned figure descriptions and any variations thereof are intended to cover non-exclusive inclusions.

[0050] Reference to "embodiments" herein means that a particular feature, structure, or characteristic described in conjunction with the embodiments may be included in at least one embodiment of the present application. The appearance of the phrase in various locations in the specification does not necessarily refer to the same embodiment, nor is it an independent or alternative embodiment that is mutually exclusive with other embodiments. It is explicitly and implicitly understood by those skilled in the art that the embodiments described herein may be combined with other embodiments.

[0051] In the description of the embodiments of the present application, the term "multiple" refers to more than two (including two). Similarly, "multiple groups" refers to more than two groups (including two groups), and "multiple pieces" refers to more than two pieces (including two pieces).

[0052] As a multi-channel intelligent contact platform with a large number of users, the call center has the ability to meet the personalized configuration of channel status of each user (also referred to as channel users) when using the platform. The channel status refers to the overall working status of the call center's agents, which is also referred to as the first status in the embodiment of the present application. After the agent logs in, the first status can be displayed on the platform page in the ICC system to facilitate the agent to check its own status. It can also be used by the platform or platform users to monitor the overall working status of all agents.

[0053] In order to determine the channel status of the agent, currently all the channels are determined according to the fixed rules set by the system, that is, all users determine the channel status of the agent according to the unified default configuration information or rules. However, the call center is a system with multiple channels and a large number of users. For example, the channels may include audio (Voice), video (Video), text (Chat) and other media channels. In actual application, different users may have different requirements for changes in channel status. In this case, it is necessary to change the rules or configuration information used to determine the channel status. However, according to the existing method, developers need to modify the code to achieve this, which has high maintenance costs.

[0054] After research, it was found that personalized configuration of configuration information for different users can be realized through a visual interface, so that different users can have different configuration information, so as to determine the status of seats for different users, and to realize the personalized determination of user's seat status configuration information without the participation of developers, so as to reduce maintenance costs.

[0055] The information processing method provided in the embodiment of the present application can be applied to the application environment shown in FIG1. ​​Among them, the first terminal 10 and the second terminal 30 communicate with the server 20 through the network, the server 20 can be a server of a call center, the first terminal 10 can be a terminal used by the staff of the call center (such as the staff who implements the setting of the user's configuration information), and the second terminal 30 is the terminal where the customer service seat is located. There can be multiple first terminals 10 and multiple second terminals 30. Among them, the customer seat can be a manual seat or a robot customer seat. The server 20 can call the user terminal (not shown in the figure) through the digital relay line provided by the operator. For example, the second terminal 30 where the customer seat is located communicates with the server 20 to implement the outbound call service and the corresponding user terminal. It can be understood that in some application scenarios, if a staff member of the call center can implement the service configured by the target configuration information and the service called by the seat, the first terminal 10 and the second terminal 20 can be different terminals of the person, or they can be the same terminal. For the purpose of brief description, the description of the following embodiment is described as an example of the first terminal 10 and the second terminal 20 being different terminals.

[0056] Among them, the call center can have multiple different platform users, which can also be generally referred to as tenants. Each platform user can correspond to at least one second terminal 30, that is, at least one second terminal 30 corresponding to the platform user, which specifically provides call services for the platform user, such as an outbound user terminal, etc. The number of second terminals 30 corresponding to each platform user can be different, and can be only one, or more than two. FIG. 1 shows an exemplary description of the correspondence between a platform user 300 and two second terminals 30.

[0057] The staff of the call center can set the target configuration information of different platform users through the first terminal 10, associate the set target configuration information with the user identification of the platform user and store it, and then configure it on the server 20. Subsequently, the server 20 can determine the overall working status (referred to as the first status in the embodiment of the present application) of the seat of the platform user based on the target configuration information.

[0058] The first terminal 10 and the second terminal 30 may be, but are not limited to, various personal computers, laptops, smart phones, tablet computers, IoT devices and portable wearable devices. IoT devices may be smart speakers, smart TVs, smart air conditioners, smart car-mounted devices, etc. Portable wearable devices may be smart watches, smart bracelets, head-mounted devices, etc. The server 20 may be implemented as an independent server or a server cluster consisting of multiple servers.

[0059] Referring to FIG. 2 , an embodiment of the present application provides an information processing method, which is described by taking application in a first terminal 10 as an example, wherein the method includes:

[0060] Step S201: In response to a configuration request, a status configuration interface is displayed, wherein the configuration request includes a user identifier, and the user identifier corresponds to at least one seat identifier.

[0061] Among them, the configuration request is used to indicate a request for configuring the target configuration information for the platform user, and the configuration request can be obtained in various possible ways. For example, after opening the software program that implements the configuration of the target configuration information and logging in the user ID of the platform user, it is considered that the configuration request is received. For another example, after opening the software program that implements the configuration of the target configuration information and entering the user ID of the platform user, it is considered that the configuration request is received. For another example, opening the existing configuration information corresponding to the platform user ID, it is considered that the configuration request is received. For another example, opening the software program that implements the configuration of the target configuration information, and receiving the configuration instruction through a menu or control, it is considered that the configuration request is received. It can be understood that the configuration request can also be obtained in other ways, as long as an indication of only displaying the status configuration interface can be received.

[0062] The user identifier refers to the identifier of the user of the call center, that is, the user identifier of the above-mentioned platform user. The agent identifier refers to the identifier of the agent, which can be the agent's personnel identifier or the terminal identifier of the agent terminal, such as the identifier of the second terminal 30. In the case where the agent and the agent terminal correspond one-to-one, that is, one agent terminal is only used by one agent, then the agent's personnel identifier can be used as the agent identifier, or the terminal identifier of the agent terminal can be used as the agent identifier. In the case where the agent and the agent terminal do not have a unique corresponding relationship, such as when one agent terminal can be used by different agents at different times, the agent's personnel identifier is used as the agent identifier. It can be understood that in the process of the agent providing agent services through the agent terminal, since the agent logs in to the server through the agent terminal to provide agent services, there will also be a one-to-one correspondence between the agent's personnel identifier and the terminal identifier of the agent terminal.

[0063] Step S202: generating target configuration information in response to a configuration operation on the status configuration interface.

[0064] The configuration operation refers to an operation performed on the state configuration interface that can realize the generation of target configuration information. The specific content of the configuration operation is not limited, as long as the target configuration information can be ultimately generated based on it.

[0065] Step S203: storing the target configuration information in association with the user identifier, wherein the target configuration information is used to determine the first state of the seat corresponding to the seat identifier.

[0066] Storing the target configuration information in association with the user identifier means that there is an association relationship between the stored target configuration information and the user identifier, that is, the target configuration information can be queried through the user identifier, and it can also be considered that the target configuration information is used for the platform user corresponding to the user identifier. There is no limit to the way of storing the target configuration information in association with the user identifier, and the locations where the target configuration information and the user identifier are stored can be the same or different, as long as there is an association relationship between the stored target configuration information and the user identifier.

[0067] The stored target configuration information may be stored in a database, and the server may obtain the target configuration information from the database to determine the first state of the seat corresponding to the seat identifier corresponding to the user identifier.

[0068] The first state of the agent refers to the overall working state of the agent, which represents the overall status of the agent. In some embodiments, the first state may also be referred to as the channel state, which is displayed on the platform page.

[0069] Based on the information processing method of the embodiment of the present application as described above, after displaying the status configuration interface in response to the configuration request, it can generate target configuration information associated with the user identifier through configuration operations on the status configuration interface, so that the first state of the seat corresponding to the seat identifier associated with the user identifier can be determined based on the generated target configuration information, thereby visually realizing the personalized configuration of the user's target configuration information. Through the personalized configured target configuration information, the first state of the seat corresponding to the user can be conveniently determined, and the generation of the target configuration information does not require the developer to make code-level changes, and the maintenance cost is low.

[0070] In some embodiments, the above-mentioned state configuration interface may include a drawing area and a drawing control; in this case, Figure 3 As shown, the above step S202 generates target configuration information in response to the configuration operation on the state configuration interface, including:

[0071] Step S2021: In response to the operation on the drawing control, a state relationship diagram is drawn in the drawing area.

[0072] The drawing control refers to a control that can realize the drawing of a state relationship diagram, which may include a control for drawing related nodes in the state relationship diagram, a control for drawing the relationship between nodes, and other types of controls.

[0073] The drawing area refers to an area used to realize the drawing of the state relationship diagram. The state relationship diagram can be drawn in the drawing area, or in other words, the drawn state relationship diagram can be displayed in the drawing area.

[0074] Step S2022: Generate target configuration information based on the state relationship diagram.

[0075] The drawn state relationship diagram may include the drawn related information, and thus the target configuration information may be generated based on the information of the state relationship diagram to implement the configuration and storage of the target configuration information.

[0076] Based on this embodiment, a drawing area and a drawing control can be set in the state configuration interface. The state relationship diagram can be drawn in the drawing area in combination with the operation of the control. The drawing of the state relationship diagram can be realized visually and conveniently, and on this basis, the configuration and generation of visual target configuration information is realized.

[0077] In some embodiments, the state configuration interface may further include at least one scene control, each scene control corresponding to a state scene; in this case, refer to Figure 4 As shown, in response to the operation on the drawing control in the above step S2021, before drawing the state relationship diagram in the drawing area, the method further includes:

[0078] Step S2020: Determine a drawing area in response to an operation on a scene control.

[0079] The specific form of the scene control is not limited, as long as it can correspond to different state scenes. Among them, the state scene refers to a scene related to the state of the seat, which can be a scene of the state of the seat call, or a scene corresponding to a parameter of the target configuration information set based on the need to draw a state relationship diagram.

[0080] By configuring the scene controls, the corresponding drawing areas can be determined for the state scenes corresponding to the different scene controls, so that different state scenes can have corresponding drawing areas respectively, so that different state scenes can be drawn in different drawing areas, and the drawing of the state relationship diagram can be realized clearly and concisely.

[0081] In some embodiments, the state configuration interface may further include an editing control; the above method further includes:

[0082] In response to manipulation of the edit control, the scene control is updated.

[0083] The specific form of the editing control is not limited, as long as it can trigger the update of the scene control. Among them, the method of updating the scene control is not limited, for example, it can be adding a new scene control, deleting an existing scene control, changing the information of an existing scene control, etc. The method of updating the information of an existing scene control can include but is not limited to changing the name of the state scene corresponding to the scene control, the explanatory description of the state scene, etc.

[0084] Among them, different drawing areas can be determined for the operations of different scene controls. Among them, different drawing areas can refer to different areas in the display interface, which respectively determine different areas on the same display interface as drawing areas of different scene controls. In an embodiment of the present application, different drawing areas can also be different drawing interfaces, that is, different drawing interfaces corresponding to different scene controls. These different drawing interfaces can be located in different areas on the display screen, or in the same area on the display screen, as long as the drawing areas of different state scenes can be distinguished concisely and clearly to distinguish the state relationship diagrams of different state scenes.

[0085] Some scene controls in specific examples are as follows Figure 8 As shown in Figure 8 In the figure, four scene controls are set, namely "manual switching state", "incoming call", "outgoing call" and "overlapping device state", and each scene control is set with a corresponding scene description. For example, the scene corresponding to the scene control of "manual switching state" is the switching seat state. Each scene control can be provided with an edit control to edit the content of these scene controls, and a delete control can also be provided to delete the scene control. It can be understood that an add control (not shown in the figure) can also be provided to add a new scene control.

[0086] In some embodiments, the state relationship diagram includes a first relationship diagram, referring to Figure 5 As shown, the above step S2021 of drawing a state relationship diagram in the drawing area in response to the operation on the drawing control may include:

[0087] Step S501: In response to a selection operation on a drawing control, a first state node and at least two first state associated nodes are drawn in a drawing area.

[0088] The first state node is a node corresponding to the first state of the agent, and the first state associated node is a node corresponding to a parameter related to determining the first state of the agent.

[0089] The selection operation method of the drawing control is not limited, for example, it can be a click, double-click, right-click, etc. on the drawing control, or it can be a drag operation of clicking the drawing control and then dragging it to the drawing area.

[0090] The specific type of the first state associated node is not limited. In some embodiments, the first state associated node may include a device state node, a call event node, an agent state node, etc. The specific setting method of the drawing control is not limited. In some embodiments, each parameter may have a corresponding drawing control, such as a drawing control corresponding to the first state, and each first state-related parameter may have a corresponding drawing control.

[0091] In some embodiments, the state configuration interface may further include a control management area, which may be used to display selectable drawing controls. The drawing controls displayed in the control management area may include a first state control, through which a first state node may be drawn. Taking the example that the first state associated node includes a device state node, a call event node, and an agent state node, the drawing controls displayed in the control management area may include a device state control, an event control, and an agent state control, through which a device state node may be drawn, a call event node may be drawn, and an agent state node may be drawn through an agent state control.

[0092] Step S502: Draw a connection relationship between the first state node and the first state associated node.

[0093] There is no limit to the way of drawing the connection relationship between the first state node and the first state associated node, as long as the connection relationship between the first state node and the first state associated node can be established. In some embodiments, the connection relationship between the first state node and the first state associated node can also be established by means of a command line or instruction. In some embodiments, a connection line control is provided, and the connection relationship between the first state node and the first state associated node can be established by clicking the connection line control and then clicking the first state node and moving to the first state associated node, so as to achieve convenient and quick operation. In some embodiments, after drawing the first state node, each time a first state associated node is drawn, a connection line between the first state node and the first state associated node is automatically generated.

[0094] Step S503: In response to the node parameter setting operation, the parameter content of the first state node and the parameter content of the first state associated node are set.

[0095] The node parameter setting operation refers to an operation used to indicate or characterize the setting of the parameter content of the node parameter to be performed. Through the node parameter setting operation, the specific parameter content of the node parameter can be determined. Taking the setting of the parameter content of the first state node as an example, the parameter content of the first state node can be, for example, manual outbound call-calling, manual outbound call-talking, etc. Taking the first state associated node including the call event node as an example, the parameter content of the call event node can be, for example: agent ready event, agent offline event, hang up event, etc.

[0096] The parameter content of the set first state node represents the specific first state of the seat. The parameter content of the set first state association node represents the specific state of the first state association node.

[0097] At this time, the first relationship diagram includes: the connection relationship between the first state node and the first state associated node, the parameter content of the first state node, and the parameter content of the first state associated node.

[0098] Therefore, based on this embodiment, a first relationship graph including the connection relationship between the first state node and the first state associated node, the parameter content of the first state node, and the parameter content of the first state associated node can be drawn.

[0099] In some embodiments, after setting the parameter content of the first state node and the parameter content of the first state associated node in response to the node parameter setting operation, the method may further include:

[0100] Verify the logical relationship between the parameter content of each first state associated node and the parameter content of the first state node;

[0101] If the logic relationship verification fails, a prompt message is output.

[0102] There is a certain logical relationship between the parameter content of the first state-associated node and the parameter content of the first state node. The logical relationship can be a positive logical relationship, such as when the parameter content of the first state-associated node is a certain parameter content, the parameter content of the first state node may be what content. Taking the first state-associated node as an agent state node as an example, when the parameter content of the agent state node is online, the parameter content of the first state-associated node may be ready, calling, customer ringing, on the phone, etc. The logical relationship can also be a negative logical relationship, such as when the parameter content of the first state-associated node is a certain parameter content, the parameter content of the first state node cannot be what parameter content. Similarly, taking the first state-associated node as an agent state node as an example, when the parameter content of the agent state node is online, the parameter content of the first state-associated node cannot be offline, etc.

[0103] It is understandable that, based on the method described above, multiple settings can be performed to obtain multiple first relationship graphs, wherein the parameter content of the first state node in each first relationship graph corresponds to the parameter content of the first state associated node in the first relationship graph.

[0104] In some embodiments, the state relationship diagram may further include a second relationship diagram, referring to Figure 6 As shown, the above step S2021 of drawing a state relationship diagram in the drawing area in response to the operation on the drawing control may also include:

[0105] Step S601: In response to a selection operation on a drawing control, a device state node and at least two device state associated nodes are drawn in a drawing area.

[0106] The device status node is a node corresponding to the device status of the terminal device of the seat, and the device status association node is a node corresponding to the parameter for determining the device status of the seat.

[0107] The selection operation method of the drawing control is not limited, for example, it can be a click, double-click, right-click, etc. on the drawing control, or it can be a drag operation of clicking the drawing control and then dragging it to the drawing area.

[0108] Step S602: Draw the connection relationship between the device state node and the device state associated node.

[0109] There is no limitation on the manner of drawing the connection relationship between the first state node and the first state associated node, as long as the connection relationship between the device state node and the device state associated node can be established.

[0110] Step S603: In response to the node parameter setting operation, the parameter content of the device status node and the parameter content of the device status associated node are set;

[0111] The parameter content of the set device status node represents the device status of the terminal device of the seat. The parameter content of the set device status association node represents the specific status of the device status association node.

[0112] At this time, the second relationship diagram includes: the connection relationship between the device state node and the device state associated node, the parameter content of the device state node, and the parameter content of the device state associated node.

[0113] Therefore, based on this embodiment, a second relationship graph including the connection relationship between the device state node and the device state associated node, the parameter content of the device state node, and the parameter content of the device state associated node can be drawn.

[0114] In some embodiments, after setting the parameter content of the device status node and the parameter content of the device status associated node in response to the node parameter setting operation, the method may further include:

[0115] Verify the logical relationship between the parameter content of each device status association node and the parameter content of the device status node;

[0116] If the logic relationship verification fails, a prompt message is output.

[0117] There is a certain logical relationship between the parameter content of the device status node and the parameter content of the device status associated node. The logical relationship can be a positive logical relationship, such as when the parameter content of the device status associated node is a certain parameter content, the parameter content of the device status node may be what content. Taking the device status associated node as a call event node as an example, when the parameter content of the call event node is answer, the parameter content of the device status node may be that the device is online, etc. The logical relationship can also be a negative logical relationship, such as when the parameter content of the device status associated node is a certain parameter content, the parameter content of the device status node cannot be what parameter content. Similarly, taking the device status associated node as a call event node as an example, when the parameter content of the call event node is answer, the device status node cannot be offline, etc.

[0118] It is understandable that, based on the method described above, multiple settings can be performed to obtain multiple second relationship graphs, wherein the parameter content of the device state node in each second relationship graph corresponds to the parameter content of the device state association node in the second relationship graph.

[0119] In some embodiments, taking the example that the first state-associated node includes a device state node, a call event node, and an agent state node, when displaying the state configuration interface, the pre-configured nodes can also be simultaneously displayed in the drawing area of ​​the state configuration interface, wherein the pre-configured nodes can include the first state node, and can also include at least one of the device state node, the call event node, and the agent state node.

[0120] In the process of drawing the state relationship diagram, the first state node is a node that must exist, and when considering the first state corresponding to the first state node, it is necessary to consider at least one of the device state node, the call event node and the agent state node. Therefore, the first state node and at least one of the device state node, the call event node and the agent state node can be used as pre-configured nodes. After the state configuration interface is displayed, they are directly displayed in the drawing area of ​​the state configuration interface, that is, the pre-configured nodes can be displayed in the drawing area of ​​the state configuration interface without user operation, which can reduce the number of user operations and help to further improve information processing efficiency.

[0121] In the process of setting the parameter content of the first state node and the parameter content of the first state associated node in response to the node parameter setting operation in step S503, and setting the parameter content of the device state node and the parameter content of the device state associated node in response to the node parameter setting operation in step S603, different parameter setting interfaces may be provided for the setting of the parameter content of each node. In some embodiments, taking the first state node as an example, refer to Figure 7 As shown, in response to the node parameter setting operation, setting the parameter content of the first state node may include:

[0122] Step S701: In response to an operation on a first-state node, a first-state node parameter setting interface is displayed, and the first-state node parameter setting interface includes: a node parameter content query control.

[0123] The operation on the first state node is not limited, as long as it can trigger the display of the first state node parameter setting interface, such as but not limited to single-clicking, double-clicking, right-clicking and selecting from multiple options, etc., but not limited to these.

[0124] The first state node parameter setting interface is provided with a node parameter content query control. The specific form of the query control is not limited, for example, it can be a query button, a drop-down box control, etc., as long as it can trigger a query of multiple parameter contents of the pre-configured node. Fig.18 As shown, Fig.18 In the figure, the first state node parameter is called channel state as an example for explanation. Fig.18 The channel status (i.e. parameter content) determined in the figure is a manual outbound call.

[0125] Other contents may also be set on the first state node parameter setting interface, such as the node name of the first state node and the like.

[0126] Step S702: In response to the query operation of the node parameter content query control, multiple parameter contents of the pre-configured first state node are acquired and displayed.

[0127] The specific method of triggering the query operation is not limited, for example, it may be clicking a query control to repeat the query operation, and the query operation is used to indicate querying the pre-configured parameter content corresponding to the first state node.

[0128] It can be understood that a plurality of parameter contents related to the first state node may be pre-configured, and different parameter contents represent different first states of the agent.

[0129] Step S703: In response to a selection operation on any one of the plurality of parameter contents, the parameter content corresponding to the selection operation is set as the parameter content of the first state node.

[0130] By selecting any one of the displayed multiple parameters, the parameter content corresponding to the selection operation can be set as the parameter content of the first state node.

[0131] Among them, the specific operation method of the selection operation is not limited. For example, when a certain parameter content is double-clicked, it is considered that the selection operation of the parameter content is executed. It can also be that after clicking a certain parameter content and clicking the "OK" and other controls, it is considered that the selection operation of the parameter content is executed. It can also be that after clicking a certain parameter content, it is directly considered that the selection operation of the parameter content is executed, but it is not limited to this, as long as it can be determined which parameter content is selected.

[0132] Based on this embodiment, the first state node parameter setting interface can be displayed to select the parameter content to be set from a plurality of pre-configured parameter contents, and the parameter content setting method is convenient.

[0133] In some embodiments, any of the above nodes, including the first state node, the first state associated node, the device state node, and the device state associated node, may include a node icon display area, a node name display area, and a node parameter display area. After setting the parameter content of the node, the parameter content of the node may also be displayed in the node parameter display area of ​​the node.

[0134] A schematic diagram of a node in a specific example is as follows Figure 8 As shown in FIG8A, the node 800 includes a node icon display area 801, a node name display area 802, and a node parameter display area 803. It should be understood that Figure 8 The positional relationship between the node icon display area, the node name display area, and the node parameter display area in A may not be limited to Figure 8As shown in A, other layout arrangements are also possible.

[0135] The node icon display area is used to display the icon of the node. Each node can be set with a different icon, so that the specific type of the node can be intuitively known through the icon.

[0136] The node name display area is used to display the node name of the node, such as the first state, event, etc. as mentioned above (the word "node" can be omitted when displayed), so that for new users, when they are not familiar with the node represented by the icon, the node name displayed in the node name display area can intuitively know what type of node the node is.

[0137] The node parameter display area is used to set the parameter content for the node. Taking the node as the first state node as an example, the parameter content displayed in the node parameter display area can be manual outbound call-calling or manual outbound call-talking, etc. Taking the node as a call event node as an example, the parameter content displayed in the node parameter display area can be agent ready event, agent offline, or on-hook, etc., so that the parameter content displayed in the node parameter display area can be intuitively known by the parameter content set for the node. Combined with the parameter content set for each node, the set state relationship diagram and the corresponding configuration information can also be intuitively known. It can be intuitively verified whether the set configuration information is accurate, which can help to verify and modify to improve efficiency.

[0138] Some schematic diagrams of nodes in specific examples are as follows Figure 8 As shown in 8B, 8C and 8D in FIG. 8 , it can be seen that, in combination with the schematic diagram of the node, different nodes can be intuitively distinguished through the node icons in the node icon display area 801 and the node names in the node name display area 802, and the parameter content displayed in the node parameter display area 803, for example Figure 8 Agent ready event in B, Figure 8 The devices in C are available, Figure 8 The READY in D can intuitively know the parameter content of the set node.

[0139] Thus, by configuring a node icon display area, a node name display area and a node parameter display area for each node, after setting the parameter content of the node, the set node parameter content will be displayed in the node parameter display area of ​​the node, so that the user does not need to perform further operations on the node. Combined with the node icon displayed in the node icon display area, the node name displayed in the node name display area, and the parameter content displayed in the node parameter display area, the configured configuration information can be intuitively known. It is intuitive and convenient, avoids cumbersome operations, and helps to further improve information processing efficiency.

[0140] In some embodiments, the above-mentioned generating target configuration information based on the state relationship diagram may include:

[0141] Based on the first relationship graph, first configuration information is generated, where the first configuration information is used to determine parameter content of the first state node according to parameter content of each first state associated node;

[0142] Based on the second relationship graph, second configuration information is generated, and the second configuration information is used to determine the parameter content of the device state node according to the parameter content of each device state association node.

[0143] It can be seen that based on the generated first configuration information, the parameter content of each first state-related node can be considered to determine that the first state of the agent is the state of the parameter content of the first state node. Based on the generated second configuration information, the parameter content of each device state-related node can be considered to determine that the device state of the agent is the state of the parameter content of the device state node.

[0144] The types of the first state associated nodes corresponding to the first state node are not limited. In some embodiments, the first state associated nodes also include a call event node and an agent state node. The parameter content of the call event node represents the call event that has occurred, and the parameter content of the agent state node represents the agent state.

[0145] The call event node is a node that can be used to configure events. Specifically, the event refers to the relevant call events generated during the call process of the agent, the call center backend (ICC backend) and the open source telephone exchange platform. The open source telephone exchange platform can be the freeswitch platform. As a cross-platform open source telephone exchange platform, the freeswitch platform has strong scalability and can provide routing and interconnection communications for audio, text or any other form of media.

[0146] The agent status node is a node that can be used to configure the agent's own status. The agent's own status refers to the status related to the agent itself. Some possible agent's own status may include: ready, not ready, short break, and after the call.

[0147] The types of the device status association nodes corresponding to the device status node are not limited. In some embodiments, the device status association nodes may include call event nodes and channel status nodes. The parameter content of the channel status node represents the channel status of the call channel established between the agent's terminal and the telephone switch.

[0148] The device status node is a node that can be used to configure the status of the agent's terminal device. It is related to the terminal device (such as a phone) used by the agent. Some possible terminal device statuses may include: device available, device unavailable, device in outbound call, device inbound call, consultation, transfer, video outbound call, video inbound call, three-party call, in conference, consultation transfer, consultation three-party, internal call, etc.

[0149] The channel status node is a node that can be used to configure the status of the channel between the call center backend and the open source telephone exchange platform. After the call center backend is connected to the open source telephone exchange platform, a channel will be established. The channel status node can be used to configure the status of the channel. Some possible channel statuses may include: NULL (invalid), Ringing (ringing), Answered (answered), Held (held), and Failed (failed).

[0150] It can be understood that in other embodiments, the first state associated node may also include other node types, and the device state associated node may also include other node types, and the embodiments of the present application do not impose specific limitations on this.

[0151] refer to Fig. 9 As shown, the embodiment of the present application further provides an information processing method, which is described by taking application in the server 20 as an example, wherein the method includes:

[0152] Step S901: when the state-associated parameter is updated, the seat identifier is determined. The state-associated parameter is used to determine the state of the seat corresponding to the seat identifier.

[0153] The state-related parameters are parameters that can be used to determine the state of the agent. The specific types of state-related parameters are not limited, and may include, for example, call event node parameters, agent state parameters, device state parameters, channel state node parameters, and the like.

[0154] Based on the updated state-associated parameters, the corresponding seat identification can be determined. In some embodiments, the related events of the state-associated parameter update can carry the seat identification. For example, when an agent changes the state of the agent, such as changing from online to taking a short break, and a message of the agent status change is received, the message can carry the seat identification. In some embodiments, the related events of the state-associated parameter update do not carry the seat identification, but carry other information associated with the seat identification, such as the device identification. For example, if the agent device changes from online to offline, the corresponding seat identification can be found based on the device identification, but it is not limited to this, as long as the corresponding seat identification can be determined.

[0155] Step S902: determining a user identifier associated with the seat identifier according to the seat identifier, wherein the user identifier corresponds to at least one seat identifier.

[0156] As described in the above embodiment, the user identifier refers to the platform identifier of the platform user of the call center, and the user identifier corresponds to at least one agent identifier, so that the user identifier associated with the agent identifier can be determined according to the correspondence between the user identifier and the agent identifier. For example, the user identifier associated with the agent identifier can be determined by searching for the correspondence between the user identifier and the agent identifier.

[0157] Step S903: when the target configuration information matching the user identifier is found, the first state of the agent is determined according to the target configuration information.

[0158] The target configuration information may be determined and stored based on the information processing method in the embodiment described above. There is a corresponding relationship between the user identifier and the target configuration information. The target configuration information corresponding to the user identifier is only used for the user corresponding to the user identifier.

[0159] Based on the information processing method of the embodiment of the present application as described above, corresponding target configuration information can be configured for different user identifiers. When the state-associated parameters are updated, the target configuration information corresponding to the user identifier is used to determine the first state of the seat identifier corresponding to the user identifier, thereby realizing the determination of personalized first states for different users.

[0160] refer to Fig.10 As shown, the information processing method in some embodiments may further include:

[0161] Step S904: when the target configuration information is not found, obtaining the default configuration information shared by the user ID and other user IDs; and determining the first state of the seat based on the default configuration information.

[0162] No target configuration information is found, indicating that no personalized target configuration information is configured for the platform user corresponding to the user ID, so that the first state of the agent can be determined by using the default configuration information shared by the user ID and other user IDs.

[0163] The target configuration information may include a plurality of first configuration information, the state-associated parameters include first state-associated parameters, and the first configuration information includes a first correspondence between the parameter content of the first state and the parameter content of at least two first state-associated parameters. In this case, reference Fig.11 As shown, the above step S903 of determining the first state of the seat according to the target configuration information may include:

[0164] Step S9031: Acquire the parameter content of the target first state associated parameter corresponding to the seat identifier.

[0165] The parameter content of the target first state associated parameter corresponding to the seat identifier refers to the updated parameter content of the updated first state associated parameter and the parameter content of other first state associated parameters at the current moment, that is, the parameter content of each first associated parameter corresponding to the seat identifier at the current moment.

[0166] Step S9032: searching for first configuration information including parameter content of target first state associated parameters in multiple first configuration information according to the first corresponding relationship.

[0167] The target configuration information corresponding to the user identifier includes multiple first configuration information, each of which contains a relationship in which the parameter content of each first associated parameter uniquely corresponds to the parameter content of a first state. The parameter contents of the first associated parameters contained in different first configuration information are not exactly the same. Therefore, it is necessary to find the first configuration information containing the parameter content of the target first state associated parameters from the multiple first configuration information.

[0168] Step S9033: Determine the parameter content of the first state in the found first configuration information as the first state of the seat.

[0169] After the first configuration information is found, due to the unique correspondence between the parameter content of each first associated parameter and the parameter content of the first state, the parameter content of the first state in the found configuration information can be determined as the first state of the seat.

[0170] The parameter types included in the first state-related parameters are not limited. In the embodiment of the present application, the first state-related parameters may include call event parameters, agent status, and device status. Each first state-related parameter may also be determined in combination with other real-time state-related parameters.

[0171] Taking the first state-associated parameter including the device state as an example, the above state-associated parameter also includes at least two device state-associated parameters, and the target configuration information also includes multiple second configuration information, wherein the second configuration information includes a second correspondence between the parameter content of the device state and the parameter content of multiple device state-associated parameters.

[0172] In this case, the method in the above embodiment may further include:

[0173] Get the parameter content of the target device state associated parameter corresponding to the agent ID;

[0174] According to the second corresponding relationship, searching for the second configuration information including the parameter content of the target device state associated parameter in the plurality of second configuration information;

[0175] The parameter content of the device status in the found second configuration information is determined as the device status of the agent.

[0176] The parameter content of the target device state associated parameter refers to the parameter content of each device state associated parameter corresponding to the seat ID at the current moment. The target configuration information corresponding to the user ID includes multiple second configuration information, each of which contains the relationship that the parameter content of multiple device state associated parameters uniquely corresponds to the parameter content of one device state. The parameter content of the device state associated parameters contained in different second configuration information is not exactly the same. Therefore, it is necessary to find the second configuration information containing the parameter content of the target device state associated parameter from the multiple second configuration information.

[0177] Based on the above-mentioned embodiments, some specific application examples are described below. Fig.12 , Fig.13 and Fig.14 As shown, the information processing method of the embodiment of the present application may include three modules: state stacker, event management and state management. Among them:

[0178] The state superimposer corresponds to the state configuration interface, which includes the drawing control area and the drawing area, and can also include the scene control area. The drawing control area is used to manage the available drawing controls. Each drawing control can correspond to a type of node. Therefore, it can also be considered as a tool area, such as Fig.12 In addition, under the module of the state superimposer, the management of the state relationship diagram can also be realized, and the specific management method is not specifically limited in the embodiment of the present application. In the drawing area, the drawing of the filling relationship diagram can be realized, for example, by dragging the drawing control node of the tool area to the drawing area for drawing.

[0179] Event management is a module that manages events. It can add, delete, modify and search events. Fig.13 As shown, it can be used to configure the event name, event code, event channel type, overlap type and event attributes (description information).

[0180] The state management is mainly a module for managing the state (such as the first state, also referred to as the channel state and the device state in the embodiment of the present application), which can add, delete, modify and search the state, such as Fig.14 As shown, it can be used to configure the status name, status code, and status type (including channel status and device status). The channel status is the final status of the determined seat, and the device status is the status of the terminal device used by the seat.

[0181] In the drawing area, after drawing a node, you can configure the parameter content of the node.

[0182] Taking the call event node as an example, you can configure the agent event. Specifically, after selecting a call event node, you can set the corresponding conditions. The node attributes that can be configured for the event node may include: node name (i.e., the node is an event), event content (i.e., parameter content, such as Fig.15 Manual Call Start as shown in ), event condition configuration (such as Fig.15 ) as shown in the .

[0183] Taking the agent status node as an example, you can configure the corresponding status of the agent. Specifically, after selecting an agent status node (referred to as the agent node in the figure), you can set the corresponding conditions. The configurable parameters for the agent node may include: node name, agent status (i.e. parameter content), such as Fig.16 shown.

[0184] Taking the device status node as an example, the corresponding status of the device can be configured. Specifically, after selecting a device status node, the corresponding conditions can be set. The node attributes that can be configured for the device status node may include: node name, device status (i.e. parameter content), such as Fig.17 shown.

[0185] Taking the first state node as an example, the first state (called channel state in the diagram) to be superimposed can be configured. Specifically, after selecting a first state node, the corresponding conditions can be set. The node attributes that can be configured for the channel state node may include: node name, agent channel state (parameter content), such as Fig.18 shown.

[0186] Taking the channel status node as an example, you can configure the status of the channel established between the seat and freeswitch. After selecting a channel status node, you can set the corresponding conditions. The node attributes that can be configured for the channel node may include: node name, channel status (i.e. parameter content), such as Fig.19 shown.

[0187] Based on the method in the above embodiment, in an example, taking the change of the outgoing agent channel state as an example, the state superposition process diagram of the agent channel state can be as follows: Fig. 20 As shown. Among them, Fig. 20 In the figure, the parameter contents set for each node are not shown. Fig. 20 The drawn partial state relationship diagram or the corresponding target configuration information is as follows Fig.21 shown.

[0188] Based on the state relationship diagram drawn in the manner described above, target configuration information can be generated. The generated target configuration information can be stored in association with the user ID of the platform user. For example, it can be deployed to the server of the call center to detect and change the first state of the agent with the user ID in real time.

[0189] Take the unified state machine agent manual outbound call channel status change as an example. Fig. 20 , Fig.21 The configuration performed, in actual business process, the information processing process can be as described below.

[0190] The agent logs in to the system, enters the outbound call number on the dial pad, initiates a call, and after the login registration module (such as kamailio-registrar) receives the agent's call request, it forwards the request to the freeswitch media server for dialing. At this time, the channel between the agent and freeswitch is established, and the initial state of the channel changes from NULL to Answered, and the agent status changes to NOT_READY; after freeswitch receives the call request, it executes the manual outbound call start script to initiate the call, and a manual outbound call start event is generated. Freeswitch will send the manual outbound call start event with the channel status to the ICC backend (such as through ESL). After receiving the event, the ICC backend determines the agent ID corresponding to the event, finds the corresponding user ID based on the agent ID, further finds multiple target configuration information corresponding to the user ID, and triggers the matching target configuration information among these multiple target configuration information based on the event. According to the device channel configuration information (i.e., the second configuration information) in the set target configuration information: manual outbound call start event + Answered, the device status is determined to be device outbound call in progress; according to the channel status channel configuration information (i.e., the first configuration information): manual outbound call start event + device outbound call in progress + NOT_READY, the channel status (i.e., the first status) is determined to be manual outbound call start. The ICC backend sends the event and channel status (i.e., the first status) to the frontend through the connection established with the agent (such as a WebSocket connection). At this time, the agent status seen on the page is manual outbound call start.

[0191] Freeswitch executes the call command to initiate a call to the customer. After the customer receives the ringing message, Freeswitch will receive the customer ringing message, and a manual outbound customer ringing event will be generated. Freeswitch sends the manual outbound customer ringing event with the channel status to the ICC backend. After receiving the event, the ICC backend determines the agent ID corresponding to the event, finds the corresponding user ID based on the agent ID, further finds multiple target configuration information corresponding to the user ID, and triggers the target configuration information matched in these multiple target configuration information based on the event. According to the device channel configuration information (i.e., the second configuration information) in the set target configuration information: manual outbound customer ringing event + Answered, it is determined that the device status is the device outbound call; according to the channel status channel configuration information (i.e., the first configuration information): manual outbound customer ringing event + device outbound call + NOT_READY, it is determined that the channel status (i.e., the first status) is the manual outbound customer ringing. The ICC backend sends the event and channel status to the front end through the connection established with the agent browser. At this time, the agent status seen on the page is the manual outbound customer ringing.

[0192] The customer clicks to answer the call, and Freeswitch receives the response, generates a customer join call event, and sends the join call event with the channel status to the ICC backend. After receiving the event, the ICC backend triggers the status channel configuration information (i.e., the second configuration information): join call event + Answered, and determines that the device is in an outbound call. According to the channel status channel configuration information (i.e., the first configuration information): join call event + device in an outbound call + NOT_READY, it is determined that the channel status (i.e., the first status) is in a manual outbound call. The ICC backend sends the event and channel status to the front end through the connection established with the agent browser. At this time, the agent's status seen on the page is in a manual outbound call.

[0193] The agent clicks hang up, freeswitch receives the hang up request, executes the command to hang up the phone, and closes the channel. At this time, the channel status changes from Answered to NULL, and an agent hang up event is generated. The hang up event carrying the channel status is sent to the ICC backend. After receiving the event, the ICC backend triggers the status channel configuration information (the second configuration information). Since the parameter content of the hang up event set in the event management is: no overlap, only forwarding events, the ICC backend will not overlap the status of this event, but only forward the event to the front end, and there is no change in the channel status.

[0194] When the ICC backend receives the agent hang-up event, it triggers the agent status change method, sets the status from NOT_READY to AFTER_CALL_WORK (post-call status), and generates a post-call processing event, triggering the configuration information. According to the device channel configuration information (i.e., the second configuration information): post-call processing event (call type is manual outbound call), the device status is determined to be device outbound call in progress. According to the channel status channel configuration information (i.e., the first configuration information): post-call processing event + AFTER_CALL_WORK + device outbound call in progress, the channel status (i.e., the first status) is determined to be manual outbound call in progress. The ICC backend sends the event and channel status to the front end through the connection established with the agent browser. At this time, the agent status seen on the page is after the manual outbound call.

[0195] Based on the information processing method of the embodiment of the present application as described above, the configuration information of the platform users can be personalized and visualized flexibly configured, which solves the problem that the channel status of the seats in the system cannot be flexibly changed according to the actual application scenario, and achieves the goal of configurable channel status. In addition, the system events, device status, channel status, channel status, etc. can be uniformly managed, which is simple to operate, highly readable, and easy to maintain. There is no need to change the code due to the specific requirements of different customers, thereby reducing the operation and maintenance costs.

[0196] It should be understood that, although the various steps in the flowcharts involved in the above-mentioned embodiments are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence according to the order indicated by the arrows. Unless there is a clear explanation in this article, the execution of these steps does not have a strict order restriction, and these steps can be executed in other orders. Moreover, at least a part of the steps in the flowcharts involved in the above-mentioned embodiments can include multiple steps or multiple stages, and these steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a part of the steps or stages in other steps.

[0197] Based on the same inventive concept, the embodiment of the present application also provides an information processing device for implementing the above-mentioned information processing method. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme recorded in the above-mentioned method, so the specific limitations in the one or more information processing device embodiments provided below can refer to the limitations on the information processing method above, and will not be repeated here.

[0198] In one embodiment, Fig. 22 As shown, an information processing device is provided, including a configuration interface display module 221, a configuration information generation module 222 and a storage module 223, wherein:

[0199] The configuration interface display module 221 is used to display the status configuration interface, the configuration request includes a user identifier, and the user identifier corresponds to at least one seat identifier;

[0200] The configuration information generating module 222 is used to generate target configuration information in response to the configuration operation on the state configuration interface;

[0201] The storage module 223 is used to store the target configuration information in association with the user identifier, where the target configuration information is used to determine the first state of the seat corresponding to the seat identifier.

[0202] In some embodiments, the state configuration interface includes a drawing area and a drawing control; the configuration information generation module 222 is used to draw a state relationship diagram in the drawing area in response to an operation on the drawing control; and generate target configuration information based on the state relationship diagram.

[0203] In some embodiments, the state configuration interface further includes at least one scene control, each scene control corresponding to a state scene; the configuration information generation module 222 is further used to determine the drawing area in response to an operation on the scene control.

[0204] In some embodiments, the state configuration interface also includes an editing control; the configuration information generation module 222 is further used to update the scene control in response to an operation on the editing control.

[0205] In some embodiments, the state relationship diagram includes a first relationship diagram; the configuration information generation module 222 is also used to draw a first state node and at least two first state-associated nodes in the drawing area in response to a selection operation on a drawing control; draw the connection relationship between the first state node and the first state-associated nodes; in response to a node parameter setting operation, set the parameter content of the first state node and the parameter content of the first state-associated node; the first relationship diagram includes: the connection relationship between the first state node and the first state-associated nodes, the parameter content of the first state node, and the parameter content of the first state-associated node.

[0206] In some embodiments, the state relationship diagram also includes a second relationship diagram, the first state association node includes a device state node; the configuration information generation module 222 is also used to draw a device state node and at least two device state association nodes in the drawing area in response to a selection operation on the drawing control; draw the connection relationship between the device state node and the device state association node; in response to a node parameter setting operation, set the parameter content of the device state node and the parameter content of the device state association node; the second relationship diagram includes: the connection relationship between the device state node and the device state association node, the parameter content of the device state node, and the parameter content of the device state association node.

[0207] In some embodiments, the configuration information generation module 222 is also used to display a first state node parameter setting interface in response to an operation on the first state node, and the first state node parameter setting interface includes: a node parameter content query control; in response to a query operation of the node parameter content query control, obtaining and displaying multiple parameter contents of the pre-configured first state node; in response to a selection operation on any one of the multiple parameter contents, setting the parameter content corresponding to the selection operation as the parameter content of the first state node.

[0208] In some embodiments, the configuration information generation module 222 is further used to verify the logical relationship between the parameter content of each first-state associated node and the parameter content of the first-state node; if the logical relationship verification fails, a prompt message is output.

[0209] In some embodiments, the configuration information generation module 222 is also used to generate first configuration information based on the first relationship graph, and the first configuration information is used to determine the parameter content of the first state node according to the parameter content of each first state-associated node; and to generate second configuration information based on the second relationship graph, and the second configuration information is used to determine the parameter content of the device state node according to the parameter content of each device state-associated node.

[0210] In some embodiments, the first state association node also includes a call event node and an agent status node, the parameter content of the call event node represents the call event that has occurred, and the parameter content of the agent status node represents the agent status; the device state association node includes a call event node and a channel status node, and the parameter content of the channel status node represents the channel status of the call channel established between the agent's terminal and the telephone switch.

[0211] In some embodiments, Fig.23 As shown, an information processing device is provided, including a seat identification determination module 231, a user identification determination module 232 and a state determination module 233, wherein:

[0212] The seat identification determination module 231 is used to determine the seat identification when the state associated parameter is updated, and the state associated parameter is used to determine the state of the seat corresponding to the seat identification;

[0213] A user identification determination module 232, configured to determine a user identification associated with the seat identification according to the seat identification, wherein the user identification corresponds to at least one seat identification;

[0214] The state determination module 233 is used to determine the first state of the agent according to the target configuration information when the target configuration information matching the user identifier is found.

[0215] In some embodiments, the state determination module 233 is further configured to obtain default configuration information shared by the user identifier and other user identifiers when the target configuration information is not found; and determine the first state of the agent based on the default configuration information.

[0216] In some embodiments, the target configuration information includes multiple first configuration information, the state-associated parameters include first state-associated parameters, and the first configuration information includes a first correspondence between the parameter content of the first state and the parameter content of at least two first state-associated parameters; the state determination module 233 is also used to obtain the parameter content of the target first state-associated parameters corresponding to the seat identifier; according to the first correspondence, in multiple first configuration information, search for the first configuration information containing the parameter content of the target first state-associated parameters; and determine the parameter content of the first state in the found first configuration information as the first state of the seat.

[0217] In some embodiments, the first state-associated parameter includes a device state, the state-associated parameter further includes at least two device state-associated parameters, the target configuration information further includes a plurality of second configuration information, the second configuration information includes a second correspondence between the parameter content of the device state and the parameter content of the plurality of device state-associated parameters; the state determination module 233 is further used to obtain the parameter content of the target device state-associated parameter corresponding to the seat identifier;

[0218] According to the second corresponding relationship, searching for the second configuration information including the parameter content of the target device state associated parameter in the plurality of second configuration information;

[0219] The parameter content of the device status in the found second configuration information is determined as the device status of the agent.

[0220] Each module in the above information processing device can be implemented in whole or in part by software, hardware, or a combination thereof. Each module can be embedded in or independent of a processor in a computer device in the form of hardware, or can be stored in a memory in a computer device in the form of software, so that the processor can call and execute operations corresponding to each module.

[0221] In one embodiment, a computer device is provided, which may be a terminal, and includes a processor, a memory, a communication interface, a display screen, and an input device connected through a system bus. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The communication interface of the computer device is used to communicate with an external terminal in a wired or wireless manner, and the wireless manner can be implemented through WIFI, a mobile cellular network, NFC (near field communication) or other technologies. When the computer program is executed by the processor, an information processing method is implemented. The display screen of the computer device may be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer device may be a touch layer covered on the display screen, or a key, a trackball or a touchpad provided on the housing of the computer device, or an external keyboard, touchpad or mouse, etc.

[0222] In one embodiment, a computer device is provided, which may be a server, and includes a processor, a memory, and a network interface connected via a system bus. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The database of the computer device is used to store data, such as the target configuration information described above, the correspondence between the user identifier and the target configuration information, the correspondence between the user identifier and the seat identifier, and the like. The network interface of the computer device is used to communicate with an external terminal via a network connection. When the computer program is executed by the processor, an information processing method is implemented.

[0223] Those skilled in the art will appreciate that the structure described above is merely an illustration of a portion of the structure related to the present application, and does not constitute a limitation on the computer device to which the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0224] In one embodiment, a computer device is provided, including a memory and a processor, wherein a computer program is stored in the memory, and when the processor executes the computer program, the steps of the information processing method in any of the embodiments described above are implemented.

[0225] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps of the information processing method in any of the embodiments described above are implemented.

[0226] In one embodiment, a computer program product is provided, comprising a computer program, which, when executed by a processor, implements the steps of the information processing method in any of the embodiments described above.

[0227] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties.

[0228] A person of ordinary skill in the art can understand that all or part of the processes in the above-mentioned embodiment method can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to the memory, database or other medium used in the embodiments provided in the present application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetoresistive random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. As an illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM). The database involved in each embodiment provided in this application may include at least one of a relational database and a non-relational database. Non-relational databases may include distributed databases based on blockchains, etc., but are not limited to this. The processor involved in each embodiment provided in this application may be a general-purpose processor, a central processing unit, a graphics processor, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, etc., but are not limited to this.

[0229] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0230] The above-described embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the present application. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the present application shall be subject to the attached claims.

Claims

1. An information processing method, characterized in that: include: In response to a configuration request, displaying a status configuration interface, the configuration request including a user identifier, the user identifier corresponding to at least one seat identifier; In response to a configuration operation on the state configuration interface, generating target configuration information; The target configuration information is associated with the user identifier and stored, and the target configuration information is used to determine a first state of the seat corresponding to the seat identifier.

2. The method according to claim 1, characterized in that The state configuration interface includes a drawing area and a drawing control; the generating target configuration information in response to the configuration operation on the state configuration interface includes: In response to an operation on the drawing control, drawing a state relationship diagram in the drawing area; The target configuration information is generated based on the state relationship diagram.

3. The method according to claim 2, characterized in that The state configuration interface further includes at least one scene control, each of which corresponds to a state scene; In response to the operation on the drawing control, before drawing the state relationship diagram in the drawing area, the method further includes: In response to an operation on the scene control, the drawing area is determined.

4. The method according to claim 3, characterized in that The state configuration interface also includes an editing control; the method also includes: In response to an operation on the editing control, the scene control is updated.

5. The method according to any one of claims 2 to 4, characterized in that: The state relationship diagram includes a first relationship diagram; and in response to the operation on the drawing control, drawing the state relationship diagram in the drawing area includes: In response to a selection operation on the drawing control, drawing a first state node and at least two first state associated nodes in the drawing area; Draw a connection relationship between the first state node and the first state associated node; In response to the node parameter setting operation, setting the parameter content of the first state node and the parameter content of the first state associated node; The first relationship graph includes: a connection relationship between the first state node and the first state associated node, a parameter content of the first state node, and a parameter content of the first state associated node.

6. The method according to claim 5, characterized in that The state relationship graph also includes a second relationship graph, wherein the first state association node includes a device state node; In response to the operation on the drawing control, drawing a state relationship diagram in the drawing area further includes: In response to a selection operation on the drawing control, drawing a device state node and at least two device state associated nodes in the drawing area; Draw a connection relationship between the device state node and the device state associated node; In response to a node parameter setting operation, setting the parameter content of the device status node and the parameter content of the device status associated node; The second relationship graph includes: a connection relationship between the device state node and the device state associated node, a parameter content of the device state node, and a parameter content of the device state associated node.

7. The method according to claim 5 or 6, characterized in that: The step of setting the parameter content of the first state node in response to the node parameter setting operation includes: In response to the operation on the first state node, a first state node parameter setting interface is displayed, wherein the first state node parameter setting interface includes: a node parameter content query control; In response to a query operation of the node parameter content query control, acquiring and displaying a plurality of pre-configured parameter contents of the first state node; In response to a selection operation on any one of the plurality of parameter contents, the parameter content corresponding to the selection operation is set as the parameter content of the first state node.

8. The method according to claim 5, characterized in that After setting the parameter content of the first state node and the parameter content of the first state associated node in response to the node parameter setting operation, the method further includes: Verifying the logical relationship between the parameter contents of each of the first state associated nodes and the parameter contents of the first state nodes; If the logic relationship verification fails, a prompt message is output.

9. The method according to claim 6, characterized in that The generating the target configuration information based on the state relationship diagram includes: Based on the first relationship graph, generate first configuration information, the first configuration information being used to determine parameter content of the first state node according to parameter content of each first state associated node; Based on the second relationship graph, second configuration information is generated, where the second configuration information is used to determine the parameter content of the device status node according to the parameter content of each of the device status associated nodes.

10. An information processing method, characterized in that: include: In case that the state-associated parameter is updated, determining the seat identifier, wherein the state-associated parameter is used to determine the state of the seat corresponding to the seat identifier; Determining a user identifier associated with the seat identifier according to the seat identifier, wherein the user identifier corresponds to at least one of the seat identifiers; When the target configuration information matching the user identifier is found, the first state of the agent is determined according to the target configuration information.

11. The method according to claim 10, characterized in that The method further comprises: If the target configuration information is not found, obtaining default configuration information shared by the user identifier and other user identifiers; Based on the default configuration information, a first state of the agent is determined.

12. The method according to claim 10 or 11, characterized in that: The target configuration information includes a plurality of first configuration information, the state-associated parameters include first state-associated parameters, and the first configuration information includes a first correspondence between parameter contents of the first state and parameter contents of at least two of the first state-associated parameters; The determining the first state of the seat according to the target configuration information includes: Obtaining parameter content of the target first state associated parameter corresponding to the seat identifier; According to the first corresponding relationship, searching for the first configuration information including the parameter content of the target first state associated parameter in the plurality of first configuration information; The parameter content of the first state in the found first configuration information is determined as the first state of the seat.

13. The method according to claim 12, characterized in that The first state-associated parameter includes a device state, the state-associated parameter further includes at least two device state-associated parameters, the target configuration information further includes a plurality of second configuration information, the second configuration information includes a second correspondence between parameter content of the device state and parameter content of the plurality of device state-associated parameters; The method further comprises: Obtaining parameter content of the target device state associated parameter corresponding to the seat identifier; According to the second corresponding relationship, searching for the second configuration information including the parameter content of the target device state associated parameter in the plurality of second configuration information; The parameter content of the device status in the found second configuration information is determined as the device status of the seat.

14. An information processing device, characterized in that: The device comprises: A configuration interface display module, used to display a status configuration interface, wherein the configuration request includes a user identifier, and the user identifier corresponds to at least one seat identifier; A configuration information generating module, used for generating target configuration information in response to a configuration operation on the state configuration interface; The storage module is used to store the target configuration information in association with the user identifier, wherein the target configuration information is used to determine the first state of the seat corresponding to the seat identifier.

15. An information processing device, characterized in that: The device comprises: An agent identification determination module, used to determine the agent identification when the state-related parameter is updated, wherein the state-related parameter is used to determine the state of the agent corresponding to the agent identification; A user identification determination module, configured to determine a user identification associated with the seat identification according to the seat identification, wherein the user identification corresponds to at least one of the seat identifications; The state determination module is used to determine the first state of the seat according to the target configuration information when the target configuration information matching the user identifier is queried.

16. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 13 are implemented.

17. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 13 are implemented.

18. A computer program product, comprising a computer program, characterized in that When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 13 are implemented.

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