Outbound line management method, device, equipment and medium
By scoring and scheduling the call quality and service income of outbound call lines, the problem of uneven resources of the existing technology of China and outbound call lines has been solved, and the efficiency and service income of outbound call lines have been improved.
Patent Information
- Application Number
- CN202510132838.4
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2025-02-06
- Publication Date
- 2025-05-09
AI Technical Summary
The existing outgoing call management system relies on uneven outgoing call lines configured by third-party operators, resulting in low outgoing call efficiency and service benefits.
By determining the indicator values of its call quality and service income for each outgoing call line, calculating the comprehensive score, and scheduling outbound call tasks based on the comprehensive score, ensuring that outgoing call tasks call customers through high-quality outgoing call lines.
Improve outbound call efficiency and service benefits, ensuring that outbound call tasks are as concentrated as possible to call customers through high-quality outbound call lines.
Smart Images
Figure CN119967094A_ABST
Abstract
Description
Technical Field
[0001] The present application relates to the field of artificial intelligence technology, and more specifically, to an outbound call line management method, device, equipment and medium. Background Art
[0002] With the continuous development of artificial intelligence technology, more and more companies are beginning to use outbound call management systems to call customers, have voice conversations with customers, and promote and sell corporate business to customers. Since the existing outbound call management system needs to rely on multiple outbound call lines configured by third-party operators for corporate business to call customers, the resources of these outbound call lines provided by third-party operators are uneven, resulting in low outbound call efficiency and business revenue. Summary of the invention
[0003] The purpose of the embodiments of the present application is to provide an outbound call line management method, device, equipment and medium to achieve the technical effect of improving outbound call efficiency and business revenue.
[0004] In a first aspect, an embodiment of the present application provides an outbound call line management method, including:
[0005] For each outbound call line among the multiple outbound call lines configured for the target service, determine a first index value and a second index value of the current outbound call line; wherein the first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business revenue brought by the outbound call task on the outbound call line;
[0006] Determining a comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line;
[0007] After obtaining the comprehensive scores of the multiple outbound call lines, the outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines.
[0008] In the above implementation process, for each of the multiple outbound call lines configured for the target business, the comprehensive score of the outbound call line is determined according to the current first indicator value and second indicator value of the outbound call line, so that after the comprehensive scores of the multiple outbound call lines are obtained, the outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines, and the outbound call tasks on the multiple outbound call lines can be adaptively scheduled taking into account the resource levels of the multiple outbound call lines, ensuring that the outbound call tasks of the target business are concentrated as much as possible to call customers through high-quality outbound call lines, thereby improving the outbound call efficiency and business benefits.
[0009] Further, determining the comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line includes:
[0010] Determine a first score corresponding to a first index value of the outbound call line, and determine a second score corresponding to a second index value of the outbound call line;
[0011] The first score and the second score are weightedly calculated according to the preset first indicator weight and second indicator weight to obtain a comprehensive score of the outbound call line.
[0012] In the above implementation process, by determining a first score corresponding to the first indicator value of the outbound call line, and determining a second score corresponding to the second indicator value of the outbound call line, and performing weighted calculation on the first score and the second score according to the preset first indicator weight and second indicator weight, a comprehensive score of the outbound call line is obtained, and the comprehensive scores of multiple outbound call lines can be quickly and accurately determined based on a unified line scoring standard.
[0013] Furthermore, the scheduling of outbound call tasks on the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines includes:
[0014] According to the comprehensive scores of the multiple outbound call lines, a first target outbound call line and a second target outbound call line are determined from the multiple outbound call lines; wherein the comprehensive score of the first target outbound call line is ranked before a first preset ranking among the multiple outbound call lines, the comprehensive score of the second target outbound call line is ranked after a second preset ranking among the multiple outbound call lines, and the second preset ranking is the same as or later than the first preset ranking;
[0015] At least part of the outbound call tasks on the second target outbound call line are dispatched to the first target outbound call line.
[0016] In the above implementation process, by determining a first target outbound call line with a higher comprehensive score ranking and a second target outbound call line with a lower comprehensive score ranking from the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines, at least part of the outbound call tasks on the second target outbound call line are dispatched to the first target outbound call line, so that the outbound call tasks on part of the multiple outbound call lines can be dispatched, avoiding excessive dispatch of outbound call tasks and affecting the execution of outbound call tasks, thereby achieving further improvement of outbound call efficiency and business benefits.
[0017] Furthermore, the first indicator value of the outbound call line includes one or more of the connection rate, effective connection rate, call drop rate and average call delay of the outbound call tasks on the outbound call line; the second indicator value of the outbound call line includes one or more of the business conversion volume of the outbound call tasks on the outbound call line, the return on investment of call charges, and the average net income of the list of the target business.
[0018] In the above implementation process, by selecting one or more of the connection rate, effective connection rate, call drop rate and average call delay of the outbound call tasks on the outbound call line as the first indicator value of the outbound call tasks, and selecting one or more of the business conversion volume, call fee investment return rate, and average net income of the target business list on the outbound call tasks on the outbound call line as the second indicator value of the outbound call line, the call quality of the outbound call tasks on the outbound call line and the business benefits brought by them can be comprehensively evaluated.
[0019] Furthermore, the method further comprises:
[0020] Determining whether the outbound call line is a problem line according to the first indicator value of the outbound call line;
[0021] In the case that the outbound call line is a problem line, alarm information of the outbound call line is sent.
[0022] In the above implementation process, by determining whether the outbound call line is a problem line according to the first indicator value of the outbound call line, and sending alarm information of the outbound call line when the outbound call line is a problem line, it is possible to timely issue an alarm for the problem line among multiple outbound call lines.
[0023] Furthermore, the problem lines include faulty lines and lines to be optimized;
[0024] The determining, according to the first indicator value of the outbound call line, whether the outbound call line is a problem line comprises:
[0025] When the first indicator value of the outbound call line is less than or equal to a first preset threshold, determining that the outbound call line is a faulty line;
[0026] When the first index value of the outbound call line is greater than the first preset threshold and less than the second preset threshold, the outbound call line is determined to be a line to be optimized; wherein the second preset threshold is greater than the first preset threshold.
[0027] In the above implementation process, when the first indicator value of the outbound call line is less than or equal to the first preset threshold, the outbound call line is determined to be a faulty line, and when the first indicator value of the outbound call line is greater than the first preset threshold and less than the second preset threshold, the outbound call line is determined to be a line to be optimized. This ensures that whether the outbound call line is a problem line and the type of the problem line can be quickly and accurately determined.
[0028] Furthermore, the method further comprises:
[0029] In the case that the outbound call line is a faulty line, all outbound call tasks on the outbound call line are allocated to a first standby outbound call line among the multiple outbound call lines, and the outbound call line is cut off;
[0030] In the case that the outbound call line is a line to be optimized, part of the outbound call tasks on the outbound call line is allocated to a second standby outbound call line among the multiple outbound call lines.
[0031] In the above implementation process, when the outbound call line is a faulty line, all outbound call tasks on the outbound call line are allocated to the first backup outbound call line among multiple outbound call lines, and the outbound calls are cut off; when the outbound call line is a line to be optimized, part of the outbound call tasks on the outbound call line are allocated to the second backup outbound call line among multiple outbound call lines. This can not only prevent the faulty line from continuing to participate in the execution of outbound call tasks, but also reduce the outbound call volume of the line to be optimized, and retain the line to be optimized to continue to participate in the execution of outbound call tasks, thereby further improving the outbound call efficiency and business benefits.
[0032] In a second aspect, an embodiment of the present application provides an outbound call line management device, including:
[0033] An index evaluation module is used to determine, for each of the multiple outbound call lines configured for the target service, a first index value and a second index value of the current outbound call line; wherein the first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business benefits brought by the outbound call task on the outbound call line;
[0034] A comprehensive scoring module, used to determine the comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line;
[0035] The line management module is used to schedule the outbound call tasks on the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines after obtaining the comprehensive scores of the multiple outbound call lines.
[0036] In a third aspect, an embodiment of the present application provides an electronic device, comprising a processor, a memory, and a computer program stored in the memory and configured to be executed by the processor; when the processor executes the computer program, the method as described above is implemented.
[0037] In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, wherein the computer-readable storage medium includes a stored computer program; wherein, when the computer program is running, the device where the computer-readable storage medium is located is controlled to execute the method described above. BRIEF DESCRIPTION OF THE DRAWINGS
[0038] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for use in the embodiments of the present application will be briefly introduced below. It should be understood that the following drawings only show certain embodiments of the present application and therefore should not be regarded as limiting the scope. For ordinary technicians in this field, other related drawings can be obtained based on these drawings without paying creative work.
[0039] Figure 1 A flowchart of an outbound call line management method provided in the first embodiment of the present application;
[0040] Figure 2 A schematic diagram of the structure of an outbound call line management device provided in the second embodiment of the present application;
[0041] Figure 3 A schematic diagram of the structure of an electronic device provided in the third embodiment of the present application. DETAILED DESCRIPTION
[0042] The technical solutions in the embodiments of the present application will be described below in conjunction with the drawings in the embodiments of the present application.
[0043] It should be noted that in the description of this application, the terms "first", "second", etc. are only used to distinguish descriptions and cannot be understood as indicating or implying relative importance. At the same time, the step numbers in the text are only for the convenience of explaining the embodiments of this application and do not serve to limit the order of execution of the steps.
[0044] With the continuous development of artificial intelligence technology, more and more companies have begun to use outbound call management systems to call customers, have voice calls with customers, and promote and sell their business to customers.
[0045] In the related technology, since the existing outbound call management system needs to rely on multiple outbound call lines configured by third-party operators for corporate businesses to call customers, the resources of these outbound call lines provided by third-party operators are uneven, and some outbound call lines may have poor call signals with customers or even false calls to customers. It is impossible to convert customers called by these outbound call lines into potential customers of the corporate business, resulting in low outbound call efficiency and business revenue.
[0046] To this end, the present application proposes an outbound call line management method, by determining a comprehensive score of each outbound call line among multiple outbound call lines configured for a target business according to a first indicator value and a second indicator value of the current outbound call line, so that after obtaining the comprehensive scores of the multiple outbound call lines, the outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines, and the outbound call tasks on the multiple outbound call lines can be adaptively scheduled taking into account the resource levels of the multiple outbound call lines, ensuring that the outbound call tasks of the target business are concentrated as much as possible to call customers through high-quality outbound call lines, thereby improving the outbound call efficiency and business benefits.
[0047] The technical solutions in the embodiments of the present application will be described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, rather than all of the embodiments.
[0048] The method provided in the embodiment of the present application can be executed by a relevant terminal device, and the following description will be given using a terminal device installed with an outbound call management system, such as a user terminal, as an example of the execution subject.
[0049] It should be noted that user terminals include terminal devices such as mobile phones, tablets or computers held by enterprise staff.
[0050] Please see Figure 1 , Figure 1 The first embodiment of the present application provides a method for managing an outbound call line, including steps S101 to S103:
[0051] S101. For each outbound call line among multiple outbound call lines configured for a target service, determine a first index value and a second index value of the current outbound call line; wherein the first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business benefits brought by the outbound call task on the outbound call line.
[0052] As an example, when enterprise staff need to promote their business, they obtain the outbound call list of the target business based on the actual business promotion needs, input the outbound call list into the user terminal, and determine multiple outbound call lines configured by the third-party operator for the target business, connect the user terminal to the multiple outbound call lines, so that the user terminal generates multiple outbound call tasks based on the outbound call list, each of the multiple outbound call tasks is used to call a customer in the outbound call list, and the multiple outbound call tasks are randomly or evenly distributed to the multiple outbound call lines.
[0053] The user terminal evaluates, for each of the multiple outbound call lines, a first index value and a second index value of the outbound call line according to the current execution status of the outbound call task on the outbound call line. The first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business benefit brought by the outbound call task on the outbound call line, thereby obtaining the first index value and the second index value of each of the multiple outbound call lines.
[0054] In actual applications, a management cycle can be set in advance. When the management cycle arrives, the user terminal evaluates the first index value and the second index value of each outbound call line among multiple outbound call lines according to the execution status of the outbound call task on the current outbound call line, thereby obtaining the first index value and the second index value of each of the multiple outbound call lines.
[0055] S102: Determine a comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line.
[0056] As an exemplary embodiment, after obtaining the first index value and the second index value of each outbound call line among the multiple outbound call lines, the user terminal determines the comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line, thereby obtaining the comprehensive scores of each of the multiple outbound call lines.
[0057] In actual applications, after obtaining the first index value and the second index value of each outbound call line among the multiple outbound call lines, the user terminal can wait to obtain the score input by the enterprise staff for the first index value and the second index value of the outbound call line, and determine the score as the comprehensive score of the outbound call line, thereby obtaining the comprehensive scores of each of the multiple outbound call lines.
[0058] S103. After obtaining comprehensive scores of the multiple outbound call lines, outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines.
[0059] As an exemplary embodiment, after obtaining the comprehensive scores of the multiple outbound call lines, the user terminal schedules the outbound call tasks on the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines.
[0060] Since the comprehensive score of the outbound call line is determined based on the first indicator value and the second indicator value of the outbound call line, the better the call quality of the outbound call tasks on the outbound call line and the higher the business revenue brought by the outbound call tasks on the outbound call line, the higher the comprehensive score of the outbound call line. Therefore, under the premise of not exceeding the maximum executable task volume of each outbound call line, the more outbound call tasks on the outbound call line with a higher comprehensive score, the higher the outbound call efficiency and business revenue will be.
[0061] In actual applications, after obtaining the comprehensive scores of multiple outbound call lines, the user terminal can count the ratios between the comprehensive scores of the multiple outbound call lines, determine the number of outbound call tasks that should be allocated to each of the multiple outbound call lines according to the ratio, and schedule the outbound call tasks pre-allocated to each outbound call line according to the number of outbound call tasks that should be allocated to each outbound call line according to the ratio.
[0062] For example, the third-party operator configures two outbound call lines, namely, outbound call line 1 and outbound call line 2, for the target service. The user terminal generates three outbound call tasks, namely, outbound call task 1, outbound call task 2 and outbound call task 3, according to the outbound call list. Outbound call task 1 is assigned to outbound call line 1, and outbound call task 2 and outbound call task 3 are assigned to outbound call line 2. If the comprehensive scores of outbound call line 1 and outbound call line 2 are 10 and 5, respectively, after obtaining the comprehensive scores of outbound call line 1 and outbound call line 2, the user terminal determines that the ratio between the comprehensive score of outbound call line 1 and the comprehensive score of outbound call line 2 is 2:1, and outbound call line 1 should be assigned to two outbound call tasks, and outbound call line 2 should be assigned to one outbound call task. Since outbound call task 1 exists on outbound call line 1 and there is no overflow outbound call task on outbound call line 1, outbound call task 2 and outbound call task 3 exist on outbound call line 2, and one outbound call task overflows on outbound call line 2, outbound call task 2 or outbound call task 3 on outbound call line 2 is dispatched to outbound call line 1. If the comprehensive scores of outbound call line 1 and outbound call line 2 are 8 and 6 respectively, then after obtaining the comprehensive scores of outbound call line 1 and outbound call line 2 respectively, the user terminal determines that the ratio between the comprehensive score of outbound call line 1 and the comprehensive score of outbound call line 2 is 4:3, and the number of outbound call tasks to be allocated to outbound call line 1 is Round off to the integer 2, outbound call line 1 should be assigned two outbound call tasks, and the number of outbound call tasks that outbound call line 2 should be assigned is Rounded to an integer of 1, outbound line 2 should be assigned to one outbound task. Since outbound line 1 has outbound task 1 and no outbound tasks overflow on outbound line 1, outbound line 2 has outbound task 2 and outbound task 3, and one outbound task overflows on outbound line 2, outbound task 2 or outbound task 3 on outbound line 2 is dispatched to outbound line 1. If the comprehensive scores of outbound line 1 and outbound line 2 are 5 and 5, respectively, after obtaining the comprehensive scores of outbound line 1 and outbound line 2, the user terminal determines that the ratio between the comprehensive score of outbound line 1 and the comprehensive score of outbound line 2 is 1:1, and the number of outbound tasks that should be assigned to outbound line 1 is Round off to the integer 2, outbound call line 1 should be assigned two outbound call tasks, and the number of outbound call tasks that outbound call line 2 should be assigned is Rounding to the integer 2, outbound call line 2 should be assigned to two outbound call tasks. At this time, outbound call line 1 has outbound call task 1 and there is no overflow outbound call task on outbound call line 1. Outbound call line 2 has outbound call task 2 and outbound call task 3 and there is no overflow outbound call task on outbound call line 2. Therefore, no scheduling is required.
[0063] The embodiment of the present application determines a comprehensive score of each outbound call line among multiple outbound call lines configured for a target service according to a first index value and a second index value of the current outbound call line, so that after obtaining the comprehensive scores of the multiple outbound call lines, outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines. The outbound call tasks on the multiple outbound call lines can be adaptively scheduled taking into account the resource levels of the multiple outbound call lines, ensuring that the outbound call tasks of the target service are concentrated as much as possible on calling customers through high-quality outbound call lines, thereby improving outbound call efficiency and service benefits.
[0064] In an optional embodiment, determining a comprehensive score of the outbound call line based on the first indicator value and the second indicator value of the outbound call line includes: determining a first score corresponding to the first indicator value of the outbound call line, and determining a second score corresponding to the second indicator value of the outbound call line; and performing weighted calculation on the first score and the second score according to preset first indicator weights and second indicator weights to obtain a comprehensive score of the outbound call line.
[0065] As an example, in order to unify the line scoring standards, a first line scoring table and a second line scoring table can be pre-established according to actual application requirements. The first line scoring table is used to store the mapping relationship between the first indicator value and the call quality score, and the second line scoring table is used to store the mapping relationship between the second indicator value and the business benefit score.
[0066] For each of the multiple outbound call lines, after obtaining the first index value and the second index value of the outbound call line, the user terminal queries the first score corresponding to the first index value of the outbound call line from a pre-established first line scoring table, and queries the second score corresponding to the second index value of the outbound call line from a pre-established second line scoring table, and performs weighted calculation on the first score and the second score of the outbound call line according to the preset first index weight and the second index weight to obtain a comprehensive score of the outbound call line, thereby obtaining the comprehensive scores of each of the multiple outbound call lines.
[0067] The embodiment of the present application determines a first score corresponding to a first indicator value of an outbound call line, and determines a second score corresponding to a second indicator value of the outbound call line, and performs weighted calculation on the first score and the second score according to preset first indicator weights and second indicator weights to obtain a comprehensive score of the outbound call line. The embodiment of the present application can quickly and accurately determine the comprehensive scores of multiple outbound call lines based on a unified line scoring standard.
[0068] In an optional embodiment, the outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines, including: determining a first target outbound call line and a second target outbound call line from the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines; wherein the comprehensive score of the first target outbound call line is ranked before a first preset ranking among the multiple outbound call lines, the comprehensive score of the second target outbound call line is ranked after a second preset ranking among the multiple outbound call lines, and the second preset ranking is the same as or later than the first preset ranking; and scheduling at least part of the outbound call tasks on the second target outbound call line to the first target outbound call line.
[0069] As an exemplary embodiment, a first preset ranking and a second preset ranking are determined in advance according to the number of multiple outbound call lines, wherein the second preset ranking is the same as the first preset ranking or is later than the first preset ranking.
[0070] After obtaining the comprehensive scores of the multiple outbound call lines, the user terminal determines the ranking of the comprehensive scores of each outbound call line among the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines, and determines the outbound call line whose comprehensive score is ranked before a first preset ranking among the multiple outbound call lines as the first target outbound call line, and determines the outbound call line whose comprehensive score is ranked after a second preset ranking among the multiple outbound call lines as the second target outbound call line.
[0071] For example, assuming that a third-party operator configures four outbound call lines, namely, outbound call line 1, outbound call line 2, outbound call line 3 and outbound call line 4, for the target service, the first preset ranking is second, the second preset ranking is third, and the comprehensive scores of the four outbound call lines, namely, outbound call line 1, outbound call line 2, outbound call line 3 and outbound call line 4, rank first, second, third and fourth respectively among all outbound call lines. Then, the user terminal determines that the first target outbound call line is outbound call line 1, and the second target outbound call line is outbound call line 4.
[0072] After determining the first target outbound call line and the second target outbound call line, the user terminal dispatches at least part of the outbound call tasks on the second target outbound call line to the first target outbound call line.
[0073] In actual applications, the user terminal may determine the number of outbound call tasks to be scheduled on the second target outbound call line by considering the maximum executable task amount of the first target outbound call line.
[0074] The embodiment of the present application determines, according to the comprehensive scores of the multiple outbound call lines, a first target outbound call line with a higher comprehensive score ranking and a second target outbound call line with a lower comprehensive score ranking from the multiple outbound call lines, and dispatches at least part of the outbound call tasks on the second target outbound call line to the first target outbound call line. This can schedule the outbound call tasks on part of the multiple outbound call lines, avoid over-scheduling of outbound call tasks and affect the execution of outbound call tasks, thereby achieving further improvement in outbound call efficiency and business benefits.
[0075] In an optional embodiment, the first indicator value of the outbound call line includes one or more of the connection rate, effective connection rate, call drop rate and average call delay of the outbound call tasks on the outbound call line; the second indicator value of the outbound call line includes one or more of the business conversion volume of the outbound call tasks on the outbound call line, the return on investment of call charges, and the average net income of the target business list.
[0076] As an example, in order to more comprehensively characterize the call quality of outbound call tasks on the outbound call line, one or more of the connection rate, effective connection rate, call drop rate and average call delay of the outbound call tasks on the outbound call line can be selected as the first indicator value of the outbound call line.
[0077] In actual applications, for the connection rate of outbound call tasks on the outbound call line, the total number of outbound call tasks connected on the outbound call line can be counted, and combined with the total number of outbound call tasks on the outbound call line, the connection rate of the outbound call tasks on the outbound call line is calculated. The connection rate of the outbound call tasks on the outbound call line = the total number of outbound call tasks connected on the outbound call line / the total number of outbound call tasks on the outbound call line.
[0078] For the effective connection rate of outbound call tasks on the outbound call lines, the total number of outbound call tasks that are effectively connected on the outbound call lines can be counted, and combined with the total number of outbound call tasks that are connected on the outbound call lines, the effective connection rate of the outbound call lines on the outbound call lines can be calculated. The effective connection rate of the outbound call tasks on the outbound call lines = the total number of outbound call tasks that are effectively connected on the outbound call lines / the total number of outbound call tasks that are connected on the outbound call lines.
[0079] Among them, the outbound call task that is effectively connected refers to the outbound call task that is connected and the call meets the preset effective call conditions. The effective call conditions include one or more of the following: the continuous call duration is not less than the call duration threshold, the continuous silence duration is not greater than the silence duration threshold, or the identified answering customer is not a voice assistant. For example, the effective call conditions are that the continuous call duration is not less than 5 seconds, the continuous silence duration is not greater than 5 seconds, and the identified answering customer is not a voice assistant.
[0080] For the call drop rate of outbound call tasks on the outbound call line, the total number of outbound call tasks with dropped calls on the outbound call line is counted, and combined with the total number of outbound call tasks connected on the outbound call line, the call drop rate of the outbound call tasks on the outbound call line is calculated, and the call drop rate of the outbound call tasks on the outbound call line = the total number of outbound call tasks with dropped calls on the outbound call line / the total number of outbound call tasks connected on the outbound call line.
[0081] For the average call delay of an outbound call task on an outbound call line, the call delay of each connected outbound call task on the outbound call line can be determined, and combined with the total number of connected outbound call tasks on the outbound call line, the average call delay of the outbound call tasks on the outbound call line is calculated, and the average call delay of the outbound call tasks on the outbound call line = the sum of the call delays of each connected outbound call task on the outbound call line / the total number of connected outbound call tasks on the outbound call line.
[0082] In order to more comprehensively characterize the business benefits brought by the outbound call tasks on the outbound call lines, one or more of the business conversion volume of the outbound call tasks on the outbound call lines, the return on investment of call charges, and the average net income of the list can be selected as the second indicator value of the outbound call line.
[0083] For the business conversion volume of outbound call tasks on the outbound call line, the total number of outbound call tasks that successfully promote business during calls on the outbound call line can be counted, and the total number can be determined as the business conversion volume of the outbound call tasks on the outbound call line.
[0084] For the call fee investment return rate of the outbound call tasks on the outbound call line, the call fee investment return rate of the outbound call tasks on the outbound call line can be calculated based on the total business income and total call fee expenditure brought by the outbound call tasks that successfully promote the business during the call process on the outbound call line. The call fee investment return rate of the outbound call tasks on the outbound call line = (total business income - total call fee expenditure) / total call fee expenditure. The call fee investment return rate of the outbound call tasks on the outbound call line can be understood as the business income brought to the target business by the unit call fee.
[0085] For the average net income of the list of outbound call tasks on the outbound call line, the total number of outbound call lists of the target business can be determined, and the average net income of the list of outbound call tasks on the outbound call line can be calculated by combining the total business income and total call fee expenditure brought by the outbound call tasks that successfully promote the business during the call process on the outbound call line. The average net income of the list of outbound call tasks on the outbound call line = (total business income - total call fee expenditure) / the total number of outbound call lists of the target business. The average net income of the list of outbound call tasks on the outbound call line can be understood as the business income brought by a single outbound call list to the target business.
[0086] In actual applications, the weight of the second indicator can be set by considering factors such as fluctuations in third-party operator call charges and the difficulty of obtaining a business outbound call list.
[0087] The embodiment of the present application selects one or more of the connection rate, effective connection rate, call drop rate and average call delay of the outbound call tasks on the outbound call line as the first indicator value of the outbound call tasks, and selects one or more of the business conversion volume, call fee investment return rate, and average net income of the target business list of the outbound call tasks on the outbound call line as the second indicator value of the outbound call line, so as to comprehensively evaluate the call quality and the business benefits brought by the outbound call tasks on the outbound call line.
[0088] In an optional embodiment, the method further includes steps S104 to S105:
[0089] S104, determining whether the outbound call line is a problem line according to the first indicator value of the outbound call line;
[0090] S105. When the outbound call line is a problem line, send alarm information of the outbound call line.
[0091] As an example, in order to avoid calling the customer corresponding to the outbound call task through the problem line, the outbound call line can also be checked regularly and an alarm can be issued for the problem line.
[0092] After obtaining the first index value of the outbound call line for each of the multiple outbound call lines, the user terminal uses the first index value of the outbound call line to characterize the call quality of the outbound call task on the outbound call line. According to the first index value of the outbound call line, it is determined whether the outbound call line is a problem line. If the outbound call line is a problem line, it is considered that the outbound call line may be operating abnormally, and an alarm message of the outbound call line is sent, so that the enterprise staff can check the operating status of the outbound call line according to the alarm message of the outbound call line. If the outbound call line is not a problem line, it is considered that the outbound call line is operating normally, and no alarm processing is performed.
[0093] The embodiment of the present application determines whether an outbound call line is a problem line according to the first indicator value of the outbound call line, and sends alarm information of the outbound call line when the outbound call line is a problem line, so as to timely issue an alarm for the problem line among multiple outbound call lines.
[0094] In an optional embodiment, the problem line includes a faulty line and a line to be optimized; determining whether the outbound call line is a problem line according to the first index value of the outbound call line includes: when the first index value of the outbound call line is less than or equal to a first preset threshold, determining that the outbound call line is a faulty line; when the first index value of the outbound call line is greater than the first preset threshold and less than the second preset threshold, determining that the outbound call line is a line to be optimized; wherein the second preset threshold is greater than the first preset threshold.
[0095] As an example, in order to distinguish the degree of abnormality of the problem line, it can be divided into multiple problem lines such as faulty lines and lines to be optimized. The first indicator value range of various problem lines is pre-set, the first indicator value range of the faulty line is less than or equal to the first preset threshold, the first indicator value range of the line to be optimized is greater than the first preset threshold and less than the second preset threshold, the second preset threshold is greater than the first preset threshold, and so on. By directly judging whether the first indicator value of the outbound call line falls into the first indicator value range of any problem line, it is determined whether the outbound call line is a problem line and the type of the problem line.
[0096] After obtaining the first index value of each outbound call line among the multiple outbound call lines, the user terminal compares the first index value of the outbound call line with the first preset threshold value and the second preset threshold value respectively. When the first index value of the outbound call line is less than or equal to the first preset threshold value, it is considered that the call quality of the outbound call task on the outbound call line is too low, and the outbound call line is determined to be a faulty line; when the first index value of the outbound call line is greater than the first preset threshold value and less than the second preset threshold value, it is considered that the call quality of the outbound call task on the outbound call line is medium, and the outbound call line is determined to be a line to be optimized.
[0097] The embodiment of the present application determines that an outbound call line is a faulty line when the first indicator value of the outbound call line is less than or equal to the first preset threshold value, and determines that the outbound call line is a line to be optimized when the first indicator value of the outbound call line is greater than the first preset threshold value and less than the second preset threshold value, thereby ensuring that whether the outbound call line is a problem line and the type of the problem line can be quickly and accurately determined.
[0098] In an optional embodiment, the method further includes steps S106 to S107:
[0099] S106. In the case where the outbound call line is a faulty line, all outbound call tasks on the outbound call line are allocated to a first standby outbound call line among the multiple outbound call lines, and the outbound call line is cut off;
[0100] S107: When the outbound call line is a line to be optimized, part of the outbound call tasks on the outbound call line is allocated to a second standby outbound call line among the multiple outbound call lines.
[0101] As an example, when the user terminal determines that any outbound call line is a faulty line, all outbound call tasks on the outbound call line are assigned to the first backup outbound call line among multiple outbound call lines, and the outbound call line is cut off so that the customers corresponding to multiple outbound call tasks are no longer called through the outbound call line in the future.
[0102] The first backup outbound call line is any one or more outbound call lines other than the outbound call line among the multiple outbound call lines.
[0103] When the user terminal determines that any outbound call line is a line to be optimized, it selects some outbound call tasks from all outbound call tasks on the outbound call line, and allocates these outbound call tasks to the second standby outbound call line among multiple outbound call lines, so that the customers corresponding to these outbound call tasks can be called later through the second standby outbound call line.
[0104] The second standby outbound call line is any one or more outbound call lines among the multiple outbound call lines except the outbound call line.
[0105] The embodiment of the present application can, by allocating all outbound call tasks on an outbound call line to a first backup outbound call line among multiple outbound call lines and cutting off the outbound calls when the outbound call line is a faulty line, and by allocating part of the outbound call tasks on the outbound call line to a second backup outbound call line among multiple outbound call lines when the outbound call line is a line to be optimized, not only avoid the faulty line from continuing to participate in the execution of outbound call tasks, but also reduce the outbound call volume of the line to be optimized, and reserve the line to be optimized to continue to participate in the execution of outbound call tasks, thereby further improving the outbound call efficiency and business benefits.
[0106] Please see Figure 2 , Figure 2A schematic diagram of the structure of an outbound call line management device provided for the second embodiment of the present application. The second embodiment of the present application provides an outbound call line management device, including: an index evaluation module 201, for determining a first index value and a second index value of the current outbound call line for each of the multiple outbound call lines configured for the target business; wherein the first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business benefits brought by the outbound call task on the outbound call line; a comprehensive scoring module 202, for determining the comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line; and a line management module 203, for scheduling the outbound call tasks on the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines after obtaining the comprehensive scores of the multiple outbound call lines.
[0107] In an optional embodiment, determining a comprehensive score of the outbound call line based on the first indicator value and the second indicator value of the outbound call line includes: determining a first score corresponding to the first indicator value of the outbound call line, and determining a second score corresponding to the second indicator value of the outbound call line; and performing weighted calculation on the first score and the second score according to preset first indicator weights and second indicator weights to obtain a comprehensive score of the outbound call line.
[0108] In an optional embodiment, the outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines, including: determining a first target outbound call line and a second target outbound call line from the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines; wherein the comprehensive score of the first target outbound call line is ranked before a first preset ranking among the multiple outbound call lines, the comprehensive score of the second target outbound call line is ranked after a second preset ranking among the multiple outbound call lines, and the second preset ranking is the same as the first preset ranking or is ranked after the first preset ranking; and scheduling at least part of the outbound call tasks on the second target outbound call line to the first target outbound call line.
[0109] In an optional embodiment, the first indicator value of the outbound call line includes one or more of the connection rate, effective connection rate, call drop rate and average call delay of the outbound call tasks on the outbound call line; the second indicator value of the outbound call line includes one or more of the business conversion volume of the outbound call tasks on the outbound call line, the return on investment of call charges, and the average net income of the target business list.
[0110] In an optional embodiment, the device further includes: a line alarm module, which is used to: determine whether the outbound call line is a problem line according to the first indicator value of the outbound call line; if the outbound call line is a problem line, send alarm information of the outbound call line.
[0111] In an optional embodiment, the problem line includes a faulty line and a line to be optimized; determining whether the outbound call line is a problem line according to the first index value of the outbound call line includes: when the first index value of the outbound call line is less than or equal to a first preset threshold, determining that the outbound call line is a faulty line; when the first index value of the outbound call line is greater than the first preset threshold and less than the second preset threshold, determining that the outbound call line is a line to be optimized; wherein the second preset threshold is greater than the first preset threshold.
[0112] In an optional embodiment, the device also includes: an alarm processing module, which is used to: when the outbound call line is a faulty line, allocate all outbound call tasks on the outbound call line to a first backup outbound call line among multiple outbound call lines, and cut off the outbound call line; when the outbound call line is a line to be optimized, allocate part of the outbound call tasks on the outbound call line to a second backup outbound call line among multiple outbound call lines.
[0113] The implementation process of the functions and effects of each module in the above-mentioned device is specifically described in the implementation process of the corresponding steps in the above-mentioned method, which will not be repeated here.
[0114] Please see Figure 3 , Figure 3 The third embodiment of the present application provides an electronic device 30, comprising a processor 301, a memory 302, and a computer program stored in the memory 302 and configured to be executed by the processor 301; when the processor 301 executes the computer program, the method described in the first embodiment of the present application is implemented and the same beneficial effects can be achieved.
[0115] The processor 301 may read the computer program from the memory 302 through the bus 303 and execute the computer program to implement any of the embodiments of the method described in the first embodiment of the present application.
[0116] Processor 301 can process digital signals and can include various computing structures, such as complex instruction set computer structure, reduced instruction set computer structure, or a structure that implements a combination of multiple instruction sets. In some examples, processor 301 can be a microprocessor.
[0117] The memory 302 may be used to store instructions executed by the processor 301 or data related to the execution of instructions. These instructions and / or data may include codes for implementing some or all functions of one or more modules described in the embodiments of the present application. The processor 301 of the disclosed embodiment may be used to execute instructions in the memory 302 to implement the method described in the first embodiment of the present application. The memory 302 includes a dynamic random access memory, a static random access memory, a flash memory, an optical memory, or other memory known to those skilled in the art.
[0118] The fourth embodiment of the present application provides a computer-readable storage medium, which includes a stored computer program; wherein, when the computer program is running, the device where the computer-readable storage medium is located is controlled to execute the method described in the first embodiment of the present application, and can achieve the same beneficial effects as the method.
[0119] In summary, the embodiments of the present application provide an outbound call line management method, apparatus, device and medium, wherein the outbound call line management method comprises: for each outbound call line of multiple outbound call lines configured for a target service, determining a first index value and a second index value of the current outbound call line; wherein the first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business revenue brought by the outbound call task on the outbound call line; determining a comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line; after obtaining the comprehensive scores of the multiple outbound call lines, scheduling the outbound call tasks on the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines. The embodiment of the present application determines a comprehensive score of each outbound call line among multiple outbound call lines configured for a target service according to a first index value and a second index value of the current outbound call line, so that after obtaining the comprehensive scores of the multiple outbound call lines, outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines. The outbound call tasks on the multiple outbound call lines can be adaptively scheduled taking into account the resource levels of the multiple outbound call lines, ensuring that the outbound call tasks of the target service are concentrated as much as possible on calling customers through high-quality outbound call lines, thereby improving outbound call efficiency and service benefits.
[0120] In several embodiments provided in the present application, it should be understood that the disclosed devices and methods can also be implemented in other ways. The device embodiments described above are merely schematic. For example, the flowcharts and block diagrams in the accompanying drawings show the possible architecture, functions and operations of the devices, methods and computer program products according to multiple embodiments of the present application. In this regard, each box in the flowchart or block diagram can represent a module, a program segment or a part of a code, and the module, a program segment or a part of a code contains one or more executable instructions for implementing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two consecutive boxes can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flowchart, and the combination of boxes in the block diagram and / or flowchart can be implemented with a dedicated hardware-based system that performs a specified function or action, or can be implemented with a combination of dedicated hardware and computer instructions.
[0121] In addition, the functional modules in the various embodiments of the present application may be integrated together to form an independent part, or each module may exist separately, or two or more modules may be integrated to form an independent part.
[0122] If the functions are implemented in the form of software function modules and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present application can be essentially or partly embodied in the form of a software product that contributes to the prior art. The computer software product is stored in a storage medium, including several instructions to enable a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the methods described in each embodiment of the present application. The aforementioned storage medium includes: various media that can store program codes, such as a USB flash drive, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk.
[0123] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any person skilled in the art who is familiar with the present technical field can easily think of changes or substitutions within the technical scope disclosed in the present application, which should be included in the protection scope of the present application. Therefore, the protection scope of the present application should be based on the protection scope of the claims.
Claims
1. A method for managing an outbound call line, characterized in that: include: For each outbound call line among the multiple outbound call lines configured for the target service, determine a first index value and a second index value of the current outbound call line; wherein the first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business revenue brought by the outbound call task on the outbound call line; Determining a comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line; After obtaining the comprehensive scores of the multiple outbound call lines, the outbound call tasks on the multiple outbound call lines are scheduled according to the comprehensive scores of the multiple outbound call lines.
2. The method according to claim 1, characterized in that Determining the comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line includes: Determine a first score corresponding to a first index value of the outbound call line, and determine a second score corresponding to a second index value of the outbound call line; The first score and the second score are weightedly calculated according to the preset first indicator weight and second indicator weight to obtain a comprehensive score of the outbound call line.
3. The method according to claim 1, characterized in that The step of scheduling the outbound call tasks on the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines includes: According to the comprehensive scores of the multiple outbound call lines, a first target outbound call line and a second target outbound call line are determined from the multiple outbound call lines; wherein the comprehensive score of the first target outbound call line is ranked before a first preset ranking among the multiple outbound call lines, the comprehensive score of the second target outbound call line is ranked after a second preset ranking among the multiple outbound call lines, and the second preset ranking is the same as or later than the first preset ranking; At least part of the outbound call tasks on the second target outbound call line are dispatched to the first target outbound call line.
4. The method according to claim 1, characterized in that: The first indicator value of the outbound call line includes one or more of the connection rate, effective connection rate, call drop rate and average call delay of the outbound call tasks on the outbound call line; the second indicator value of the outbound call line includes one or more of the business conversion volume, call fee investment return rate and the average net income of the list of the target business.
5. The method according to any one of claims 1 to 4, characterized in that: The method further comprises: Determining whether the outbound call line is a problem line according to the first indicator value of the outbound call line; In the case that the outbound call line is a problem line, alarm information of the outbound call line is sent.
6. The method according to claim 5, characterized in that The problem lines include faulty lines and lines to be optimized; The determining, according to the first indicator value of the outbound call line, whether the outbound call line is a problem line comprises: When the first indicator value of the outbound call line is less than or equal to a first preset threshold, determining that the outbound call line is a faulty line; When the first index value of the outbound call line is greater than the first preset threshold and less than the second preset threshold, the outbound call line is determined to be a line to be optimized; wherein the second preset threshold is greater than the first preset threshold.
7. The method according to claim 6, characterized in that The method further comprises: In the case that the outbound call line is a faulty line, all outbound call tasks on the outbound call line are allocated to a first standby outbound call line among the multiple outbound call lines, and the outbound call line is cut off; In the case that the outbound call line is a line to be optimized, part of the outbound call tasks on the outbound call line is allocated to a second standby outbound call line among the multiple outbound call lines.
8. An outbound call line management device, characterized in that: include: An index evaluation module is used to determine, for each of the multiple outbound call lines configured for the target service, a first index value and a second index value of the current outbound call line; wherein the first index value of the outbound call line is used to characterize the call quality of the outbound call task on the outbound call line, and the second index value of the outbound call line is used to characterize the business benefits brought by the outbound call task on the outbound call line; A comprehensive scoring module, used to determine the comprehensive score of the outbound call line according to the first index value and the second index value of the outbound call line; The line management module is used to schedule the outbound call tasks on the multiple outbound call lines according to the comprehensive scores of the multiple outbound call lines after obtaining the comprehensive scores of the multiple outbound call lines.
9. An electronic device, characterized in that: The method comprises a processor, a memory, and a computer program stored in the memory and configured to be executed by the processor; when the processor executes the computer program, the method according to any one of claims 1 to 7 is implemented.
10. A computer-readable storage medium, characterized in that: The computer-readable storage medium includes a stored computer program; wherein, when the computer program is running, the device where the computer-readable storage medium is located is controlled to execute the method according to any one of claims 1 to 7.