Seat allocation method, device, storage medium and electronic device

Abstract

The present disclosure relates to a method, device, storage medium and electronic device for seat allocation, so as to reduce the probability of a target object to be allocated being kicked out of a sorting queue, and to avoid the inability to continue to allocate seats to the target object to be allocated after an abnormality is recovered. The method includes: when allocating seats to the target object to be allocated at the head of the sorting queue, detecting whether the target object to be allocated has an abnormality; when detecting that the target object to be allocated has an abnormality, determining the abnormality type corresponding to the target object to be allocated; determining the target seat allocation strategy according to the abnormality type corresponding to the target object to be allocated and the preset relationship between the seat allocation abnormality handling strategy and the abnormality type, and executing the target seat allocation strategy on the target object to be allocated.

Description

Technical Field

[0001] The present disclosure relates to communication technology, and in particular, to a method, device, storage medium and electronic device for seat allocation. Background Art

[0002] In the customer service scenario, when the number of incoming users exceeds the upper limit of the agent reception, the users will queue up. In the related technology, the user end queues according to the user priority, and the agent end queues according to the agent priority. Finally, the agent is allocated based on the user end queue and the agent end queue. In addition, when the user end or the agent end at the head of the queue is abnormal, the abnormal user end or the agent end is usually kicked out of the queue to ensure that other normal user ends or the agent ends continue to be allocated seats. Summary of the invention

[0003] This summary is provided to introduce concepts in a brief form that will be described in detail in the detailed description below. This summary is not intended to identify key features or essential features of the claimed technical solution, nor is it intended to limit the scope of the claimed technical solution.

[0004] In a first aspect, the present disclosure provides a method for seat allocation, the method comprising:

[0005] When performing seat allocation for the target object to be allocated at the head of the sorting queue, detecting whether the target object to be allocated is abnormal, wherein the sorting queue is used to sequentially store the objects to be allocated in the order of preset priorities corresponding to the objects to be allocated;

[0006] In the case where an abnormality is detected in the target object to be assigned, determining the abnormality type corresponding to the target object to be assigned;

[0007] According to the exception type corresponding to the target object to be assigned and the preset relationship between the seat allocation exception handling strategy and the exception type, the target seat allocation strategy is determined, and the target seat allocation strategy is executed on the target object to be assigned, wherein the preset seat allocation exception handling strategy includes a strategy for re-assigning seats to the target object to be assigned.

[0008] In a second aspect, the present disclosure provides a device for seat allocation, the device comprising:

[0009] a detection module, used for detecting whether there is an abnormality in the target to-be-allocated object at the head of the sorting queue when performing seat allocation for the target to-be-allocated object, wherein the sorting queue is used for sequentially storing the to-be-allocated objects in the order of preset priorities corresponding to the to-be-allocated objects;

[0010] A determination module, configured to determine the abnormality type corresponding to the target object to be assigned when an abnormality is detected in the target object to be assigned;

[0011] An execution module is used to determine a target seat allocation strategy according to the exception type corresponding to the target object to be assigned and a preset relationship between the seat allocation exception handling strategy and the exception type, and execute the target seat allocation strategy on the target object to be assigned, wherein the preset seat allocation exception handling strategy includes a strategy for re-assigning seats to the target object to be assigned.

[0012] In a third aspect, the present disclosure provides a computer-readable medium having a computer program stored thereon, which, when executed by a processing device, implements the steps of the method described in the first aspect of the present disclosure.

[0013] In a fourth aspect, the present disclosure provides an electronic device, including:

[0014] a storage device having a computer program stored thereon;

[0015] A processing device is used to execute the computer program in the storage device to implement the steps of the method described in the first aspect of the present disclosure.

[0016] Through the above technical solution, different seat allocation exception handling strategies can be configured for the abnormal types of the target to be assigned objects, thereby improving the flexibility and practicality of seat allocation exception handling. And compared with the method of directly kicking the abnormal target to be assigned objects out of the sorting queue, by re-assigning seats to the target to be assigned objects, the probability of the target to be assigned objects being kicked out of the sorting queue is reduced, and it is avoided that the target to be assigned objects cannot be assigned seats after the abnormality is recovered.

[0017] Other features and advantages of the present disclosure will be described in detail in the following detailed description. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] The above and other features, advantages and aspects of the embodiments of the present disclosure will become more apparent with reference to the following detailed description in conjunction with the accompanying drawings. Throughout the drawings, the same or similar reference numerals represent the same or similar elements. It should be understood that the drawings are schematic and the originals and elements are not necessarily drawn to scale. In the drawings:

[0019] Figure 1 It is a schematic diagram based on a kind of seat allocation with "head of line blocking" problem;

[0020] Figure 2 is a schematic diagram of solving the "head-of-line blocking" problem according to a related technology;

[0021] Figure 3is a flow chart of a method for seat allocation provided according to an exemplary embodiment;

[0022] Figure 4 It is a schematic diagram of an abnormal handling strategy for assigning seats to abnormal types according to an exemplary embodiment;

[0023] Figure 5 is a schematic diagram of a first seat allocation exception handling strategy provided according to an exemplary embodiment;

[0024] Figure 6 is a schematic diagram of a second seat allocation exception handling strategy provided according to an exemplary embodiment;

[0025] Figure 7 is a block diagram of a seat allocation device provided according to an exemplary embodiment;

[0026] Figure 8 is a block diagram of an electronic device provided according to an exemplary embodiment. DETAILED DESCRIPTION

[0027] Embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although certain embodiments of the present disclosure are shown in the accompanying drawings, it should be understood that the present disclosure can be implemented in various forms and should not be construed as being limited to the embodiments described herein, which are instead provided for a more thorough and complete understanding of the present disclosure. It should be understood that the drawings and embodiments of the present disclosure are only for exemplary purposes and are not intended to limit the scope of protection of the present disclosure.

[0028] It should be understood that the various steps described in the method embodiments of the present disclosure may be performed in different orders and / or in parallel. In addition, the method embodiments may include additional steps and / or omit the steps shown. The scope of the present disclosure is not limited in this respect.

[0029] The term "including" and its variations used herein are open inclusions, i.e., "including but not limited to". The term "based on" means "based at least in part on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". The relevant definitions of other terms will be given in the following description.

[0030] It should be noted that the concepts such as "first" and "second" mentioned in the present disclosure are only used to distinguish different devices, modules or units, and are not used to limit the order or interdependence of the functions performed by these devices, modules or units.

[0031] It should be noted that the modifications of "one" and "plurality" mentioned in the present disclosure are illustrative rather than restrictive, and those skilled in the art should understand that unless otherwise clearly indicated in the context, it should be understood as "one or more".

[0032] The names of the messages or information exchanged between multiple devices in the embodiments of the present disclosure are only used for illustrative purposes and are not used to limit the scope of these messages or information.

[0033] It is understandable that before using the technical solutions disclosed in the embodiments of the present disclosure, the types, scope of use, usage scenarios, etc. of the personal information involved in the present disclosure should be informed to the user and the user's authorization should be obtained in an appropriate manner in accordance with relevant laws and regulations.

[0034] For example, in response to receiving an active request from a user, a prompt message is sent to the user to clearly prompt the user that the operation requested to be performed will require obtaining and using the user's personal information. Thus, the user can autonomously choose whether to provide personal information to software or hardware such as an electronic device, application, server, or storage medium that performs the operation of the technical solution of the present disclosure according to the prompt message.

[0035] As an optional but non-limiting implementation, in response to receiving an active request from the user, the prompt information may be sent to the user in the form of a pop-up window, in which the prompt information may be presented in text form. In addition, the pop-up window may also carry a selection control for the user to choose "agree" or "disagree" to provide personal information to the electronic device.

[0036] It is understandable that the above notification and the process of obtaining user authorization are merely illustrative and do not constitute a limitation on the implementation of the present disclosure. Other methods that meet the relevant laws and regulations may also be applied to the implementation of the present disclosure.

[0037] At the same time, it is understandable that the data involved in this technical solution (including but not limited to the data itself, the acquisition or use of the data) shall comply with the requirements of relevant laws, regulations and relevant provisions.

[0038] In the customer service scenario, when the number of incoming users exceeds the upper limit of the agent reception, the users will queue up. In related technologies, when queuing, the user side usually takes into account multiple factors such as the user's waiting time in the queue, the user level or importance, and the number of queues, and calculates the user priority according to certain rules. The user side then queues according to the priority, thereby taking into account fairness and user importance, so as to ensure the user experience. Similarly, for the agent side, the priority is usually calculated based on multiple factors such as the agent's skill level, free time, and workload of the day. The agent side then queues according to the priority to ensure the balance of the agent's workload.

[0039] However, there are some problems when allocating seats based on priority. Figure 1 The "head of line blocking" problem shown in the figure is that when the user end or agent end at the head of the line is abnormal, such as the agent end phone is unavailable or the user end session is abnormal, other low-priority user ends or agent ends in the queue will be blocked, resulting in other normal user ends or agent ends being unable to continue to allocate seats. In the related art, in order to avoid the "head of line blocking" problem, refer to Figure 2 , usually the abnormal user end or agent end is kicked out of the queue to ensure that other normal user ends or agent ends continue to allocate seats.

[0040] Although the above processing method can solve the "head-of-line blocking" problem, for exceptions caused by temporary factors such as network or device jitter, if the user end or the agent end is directly kicked out of the queue, it will result in the inability to continue to allocate seats after the exception is recovered, thereby affecting user reception, causing user loss, and affecting user experience or agent utilization.

[0041] In order to solve the above-mentioned technical problems, the present disclosure provides a method, device, storage medium and electronic device for seat allocation, which are applied to customer service scenarios, including telephone scenarios and IM (instant messaging) scenarios. By configuring different target seat allocation strategies for the types of exceptions that occur in the target object to be assigned, the flexibility and practicality of handling exceptions in seat allocation are improved. And compared with the method of directly kicking the abnormal target object to be assigned out of the sorting queue, by re-assigning seats to the target object to be assigned, the probability of the target object to be assigned being kicked out of the sorting queue is reduced, and it is avoided that the target object to be assigned can no longer be assigned seats after the abnormality is recovered.

[0042] It should be noted that the execution entity of the seat allocation method provided in the present disclosure may be a call center or a customer service center, or may be a seat allocation module in the call center or the customer service center that is responsible for seat allocation, and the present disclosure does not limit this.

[0043] The present disclosure is described below in conjunction with specific embodiments.

[0044] Figure 3 is a flowchart of a method for seat allocation provided according to an exemplary embodiment, referring to Figure 3 , the method comprising:

[0045] S301. When allocating seats to the target object to be allocated at the head of the sorting queue, detect whether there is an abnormality in the target object to be allocated.

[0046] The sorting queue is used to store the objects to be allocated in sequence according to the order of preset priorities corresponding to the objects to be allocated.

[0047] For example, the target object to be allocated can be a user terminal or an agent terminal. If the target object to be allocated is a user terminal to be allocated, the sorting queue is a user sorting queue for the user terminal to be allocated, or if the target object to be allocated is an agent terminal to be allocated, the sorting queue is an agent sorting queue for the agent to be allocated.

[0048] S302: When it is detected that the target object to be assigned has an abnormality, determine the abnormality type corresponding to the target object to be assigned.

[0049] S303: Determine a target seat allocation strategy according to the exception type corresponding to the target object to be allocated and the preset relationship between the seat allocation exception handling strategy and the exception type, and execute the target seat allocation strategy on the target object to be allocated.

[0050] The preset seat allocation exception handling strategy includes a strategy for re-allocating seats to the target object to be allocated.

[0051] Through the above method, different seat allocation exception handling strategies can be configured for the exception types of the target to be assigned, thereby improving the flexibility and practicality of seat allocation exception handling. And compared with the method of directly kicking the abnormal target to be assigned out of the sorting queue, by re-assigning seats to the target to be assigned, the probability of the target to be assigned being kicked out of the sorting queue is reduced, and it is avoided that the target to be assigned cannot continue to be assigned seats after the abnormality is recovered.

[0052] In a possible manner, whether the target object to be assigned has an abnormality can be detected in the following manner: obtaining message data between the target object to be assigned and determining that the target object to be assigned has an abnormality when the message data includes abnormal message data. In the case of detecting that the target object to be assigned has an abnormality, determining the abnormality type corresponding to the target object to be assigned can be: determining the abnormality type corresponding to the target object to be assigned based on the abnormal message data.

[0053] It should be noted that in customer service scenarios, common factors that cause abnormalities on the agent side include: abnormalities on the agent phone due to line or hardware problems, abnormalities in the agent state due to abnormalities in the machine room, network or messages, and abnormalities in runtime data, etc. On the user side, abnormalities mainly occur in IM scenarios, and the factors that cause abnormalities include network abnormalities, abnormal exit of applications or mini-programs, and freezing of the mobile phone system or hardware, etc.

[0054] For example, taking the seat allocation module as the executor of seat allocation, after the user terminal initiates a service request, the seat allocation module adds the user terminal to the user sorting queue according to the user priority. Similarly, when the agent terminal can provide services, the seat allocation module adds the agent terminal to the agent sorting queue according to the agent priority. The agent allocation module establishes communication with the user terminal and the agent terminal respectively, and obtains message data communicated with the user terminal and message data communicated with the agent terminal. The message data can be the message data fed back by the user terminal or the agent terminal after the seat allocation module actively sends an abnormality detection request to the user terminal or the agent terminal, or it can be the message data sent to the seat allocation module after the user terminal or the agent terminal finds the abnormality, or it can be the message data of normal communication between the seat allocation module and the user terminal or the agent terminal, and the present disclosure does not limit this.

[0055] For example, when allocating seats to the user end or the agent end at the head of the sorting queue, the message data is parsed. When the message data between the user end and the agent end includes abnormal message data, it is determined that there is an abnormality in the user end, or when the message data between the agent end and the agent end includes abnormal message data, it is determined that there is an abnormality in the agent end. Finally, the abnormal type corresponding to the user end or the agent end is determined based on the abnormal message data. The abnormal message data can be message data including an abnormal type, or it can be message data containing an abnormal message, and then the agent allocation center parses the abnormal message to obtain the corresponding abnormal type, which is not limited in the present disclosure.

[0056] For example, by analyzing the abnormal situations that occur on the user side and the agent side, the abnormalities are classified. For example, the first abnormality type is the abnormality caused by network or equipment jitter. The first abnormality type is usually a temporary abnormality, such as abnormalities caused by network timeout, system upgrade or release, which can generally be restored to normal by retrying. The second abnormality type is the abnormality caused by hardware failure. The second abnormality type is usually unrecoverable in the short term, such as telephone failure, communication optical cable or operator line, hardware and other failures. The third abnormality type is an abnormality where the abnormality type cannot be identified, such as an abnormality where the specific fault cannot be identified or an abnormality where the recovery time cannot be determined.

[0057] It should be noted that the above classification of anomaly types is only for illustrative purposes and can be adjusted according to actual needs. For example, the anomaly types can be divided more finely, or new anomaly types can be added as the anomaly detection means are upgraded. The present disclosure does not limit this.

[0058] Further, refer to Figure 4, corresponding seat allocation exception handling strategies can be configured for different exception types, so that the "head of line blocking" problem can be handled more accurately and effectively. For example, the first exception type corresponds to the first seat allocation exception handling strategy, and the second exception type and the third exception type correspond to the second seat allocation exception handling strategy. And the third seat allocation exception handling strategy can also be executed after the first seat allocation exception handling strategy or the second seat allocation exception handling strategy retry exceeds the limit. In addition, the binding relationship between the exception type and the seat allocation exception handling strategy can be adjusted in a configurable manner to improve the flexibility and applicability of seat allocation. The seat allocation exception handling strategy can be stored in the seat allocation module or in a separate storage module, and the present disclosure does not limit this.

[0059] The preset relationship between the exception type and the seat allocation exception handling strategy, and the specific process of executing the seat allocation exception handling strategy are described in detail below with reference to the accompanying drawings and embodiments.

[0060] In a possible manner, according to the exception type corresponding to the target object to be assigned and the preset relationship between the seat allocation exception handling strategy and the exception type, determining the target seat allocation strategy can be: when the exception type corresponding to the target object to be assigned is the first exception type, determining the first seat allocation exception handling strategy as the target seat allocation strategy, wherein the first seat allocation exception handling strategy is used to re-assign seats to the target object to be assigned according to the storage position of the target object to be assigned in the sorting queue after a preset period of time, and the first exception type is an exception caused by network or device jitter.

[0061] For example, since the first exception type is usually a temporary exception and can usually automatically return to normal in a short time, the purpose of agent allocation can be achieved through one or more retries. Figure 5 , when the exception occurring at the target user end to be assigned or the target agent end to be assigned is of the first exception type, the storage position of the target object to be assigned in the sorting queue is not changed, but the target object to be assigned is reassigned after the preset time. It should be noted that the preset time cannot be set too long, for example, it can be set to 1 second, 5 seconds, etc., to avoid the abnormal object to be assigned being at the head of the queue for a long time and causing congestion. It can be set according to the needs, for example, taking into account the abnormal recovery time, the number of user ends or the number of agent ends, and the waiting time of the user end or the waiting time of the agent end, etc., and the present disclosure does not limit this.

[0062] Furthermore, in the possible manner, reference Figure 5The seat allocation exception handling strategy also includes a third seat allocation exception handling strategy for deleting the target object to be allocated from the sorting queue. The method also includes: after re-allocating the seat to the target object to be allocated, determining the number of retries for re-allocating the seat to the target object to be allocated. And when the number of retries is greater than the preset number of retries, executing the third seat allocation exception handling strategy for the target object to be allocated.

[0063] That is to say, by repeatedly executing the first seat allocation exception handling strategy, the probability of the target object to be allocated being kicked out of the sorting queue is further reduced, so as to avoid the inability to continue to allocate seats to the target object to be allocated after the abnormality is recovered. When the number of retries is less than or equal to the preset number of retries, the target object to be allocated is kept at the head of the queue in the sorting queue, and the seat allocation to the target object to be allocated continues. When the number of retries is greater than the preset number of retries, it means that the abnormality of the target object to be allocated may not be automatically restored to normal in a short time. In order to avoid the problem of "head of queue blocking", the third seat allocation exception handling strategy is executed to delete the target object to be allocated from the sorting queue, so that the seat allocation module allocates seats to the subsequent objects to be allocated. Similarly, the preset number of retries cannot be set too much, for example, it can be set to 3 times, 5 times, etc., to avoid the abnormal object to be allocated being at the head of the queue for a long time and causing congestion. It can be set according to the needs, such as taking into account the abnormal recovery time, the number of user terminals or the number of agent terminals, and the waiting time of the user terminal or the waiting time of the agent terminal, etc., and the present disclosure does not limit this.

[0064] In a possible manner, according to the exception type corresponding to the target object to be assigned and the preset relationship between the seat allocation exception handling strategy and the exception type, determining the target seat allocation strategy can be: when the exception type corresponding to the target object to be assigned is the second exception type or the third exception type, determining the second seat allocation exception handling strategy as the target seat allocation strategy, wherein the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue, obtain the new storage position of the target object to be assigned in the sorting queue, and re-assign the seat of the target object to be assigned according to the new storage position of the target object to be assigned in the sorting queue, the second exception type is an exception caused by hardware failure, and the third exception type is an exception that cannot identify the exception type.

[0065] For example, when the exception occurring at the target to-be-allocated user end or the target to-be-allocated agent end is of the second exception type or the third exception type, the second agent allocation exception handling strategy is determined to be the target agent allocation strategy. Since the second exception type is usually not recoverable in the short term, and the third exception type cannot determine the exception type or recovery time, the storage position of the target to-be-allocated object in the sorting queue can be adjusted, such as moving the target to-be-allocated object back a few places or adjusting it to the end of the sorting queue. This not only avoids the "head of the queue jam" problem, but also allows the target to-be-allocated object to be retained in the sorting queue to avoid the inability to continue to allocate seats to the target to-be-allocated object after the exception is recovered.

[0066] Preferably, refer to Figure 6 The second seat allocation exception handling strategy is used to adjust the storage position of the target object to be allocated in the sorting queue in the following manner to obtain the new storage position of the target object to be allocated in the sorting queue: first determine the number of retries for re-assigning seats to the target object to be allocated, and then determine the target priority of the target object to be allocated based on the number of retries and the preset relationship between the priority and the number of retries, wherein the number of retries is negatively correlated with the priority in the preset relationship between the priority and the number of retries. Finally, according to the target priority of the target object to be allocated and the preset priorities corresponding to each object to be allocated in the sorting queue, adjust the storage position of the target object to be allocated in the sorting queue to obtain the new storage position of the target object to be allocated in the sorting queue.

[0067] That is to say, the storage position of the target object to be assigned in the sorting queue can also be adjusted based on the preset relationship between the priority and the number of retries. Because the priority on the user side is usually calculated by comprehensively considering multiple factors such as the user's queuing waiting time, user level or importance, and the number of queuing times, and the priority on the agent side is also calculated based on multiple factors such as the agent's skill level, free time, and workload of the day. Therefore, adjusting the storage position of the target object to be assigned in the sorting queue based on the preset relationship between the priority and the number of retries can take into account the user priority and avoid affecting the user experience, and can also take into account the agent's priority and improve the agent utilization rate.

[0068] For example, in the preset relationship between the priority and the number of retries, the number of retries is negatively correlated with the priority. For example, when the number of retries is N, the priority of the target object to be assigned is reduced by N levels, or when the number of retries is N, the priority of the target object to be assigned is reduced by N*N levels. When calculating the priority of the target object to be assigned, the weight of the number of retries can be set to make adjustments, etc. This disclosure does not limit this, and it is only necessary to ensure that the number of retries is negatively correlated with the priority.

[0069] Accordingly, refer to Figure 6 , the above method can also further reduce the probability of the target object to be assigned being kicked out of the sorting queue by executing the second seat allocation exception handling strategy multiple times, so as to avoid the inability to continue to allocate seats to the target object to be assigned after the exception is recovered. When the number of retries is less than or equal to the preset number of retries, the storage position of the target object to be assigned in the sorting queue continues to be adjusted by calculating the priority, so as to continue to allocate seats to the target object to be assigned. When the number of retries is greater than the preset number of retries, it means that the abnormality of the target object to be assigned may not be able to be restored to normal. In order to avoid the "head of line blocking" problem, the third seat allocation exception handling strategy is executed to delete the target object to be assigned from the sorting queue, so that the seat allocation module can allocate seats to the subsequent objects to be assigned. Similarly, the preset number of retries cannot be set too many. For details, please refer to the above-mentioned method of executing the first seat allocation exception handling strategy multiple times, and the present disclosure will not repeat it here.

[0070] It is worth noting that executing the third seat allocation exception handling strategy will directly kick the abnormal object to be assigned out of the sorting queue, which may cause the loss of users or the inability of the agent to receive users. Therefore, the third seat allocation exception handling strategy is usually executed after the first seat allocation exception handling strategy or the second seat allocation exception handling strategy is executed multiple times. However, in other possible implementation methods, for scenarios that really need to be kicked out of the sorting queue directly, such as scenarios where the exception is determined to be unrecoverable or the exception takes a long time to recover, the third seat allocation exception handling strategy can also be directly executed, or the preset number of retries can be reduced to reduce the impact of abnormal objects to be assigned on seat allocation and reduce the waste of seat allocation resources.

[0071] Based on the same concept, the embodiment of the present disclosure also provides a device for seat allocation, the device 700 comprising:

[0072] The detection module 701 is used to detect whether there is an abnormality in the target to-be-allocated object at the head of the sorting queue when performing seat allocation to the target to-be-allocated object, wherein the sorting queue is used to store the to-be-allocated objects in sequence according to the order of preset priorities corresponding to the to-be-allocated objects.

[0073] The determination module 702 is used to determine the abnormality type corresponding to the target object to be assigned when it is detected that the target object to be assigned has an abnormality.

[0074] The execution module 703 is used to determine the target seat allocation strategy according to the exception type corresponding to the target object to be assigned and the preset relationship between the seat allocation exception handling strategy and the exception type, and execute the target seat allocation strategy on the target object to be assigned, wherein the preset seat allocation exception handling strategy includes a strategy for re-assigning seats to the target object to be assigned.

[0075] Through the above device, different seat allocation exception handling strategies can be configured for the abnormal types of the target to be assigned objects, thereby improving the flexibility and practicality of seat allocation exception handling. And compared with the method of directly kicking the abnormal target to be assigned objects out of the sorting queue, by re-assigning seats to the target to be assigned objects, the probability of the target to be assigned objects being kicked out of the sorting queue is reduced, and it is avoided that the target to be assigned objects cannot be assigned seats after the abnormality is recovered.

[0076] Optionally, the execution module 703 is used to:

[0077] When the exception type corresponding to the target object to be assigned is the first exception type, the first seat allocation exception handling strategy is determined as the target seat allocation strategy, wherein the first seat allocation exception handling strategy is used to re-assign seats to the target object to be assigned according to the storage position of the target object to be assigned in the sorting queue after a preset time period, and the first exception type is an exception caused by network or device jitter.

[0078] Optionally, the execution module 703 is used to:

[0079] When the exception type corresponding to the target object to be assigned is the second exception type or the third exception type, the second seat allocation exception handling strategy is determined to be the target seat allocation strategy, wherein the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue, obtain the new storage position of the target object to be assigned in the sorting queue, and reallocate the seat of the target object to be assigned according to the new storage position of the target object to be assigned in the sorting queue, the second exception type is an exception caused by hardware failure, and the third exception type is an exception for which the exception type cannot be identified.

[0080] Optionally, the execution module 703 is used to:

[0081] Determine the number of retries for reassigning seats to the target object to be assigned;

[0082] Determining the target priority of the target object to be assigned based on the number of retries and a preset relationship between the priority and the number of retries, wherein in the preset relationship between the priority and the number of retries, the number of retries is negatively correlated with the priority;

[0083] According to the target priority of the target object to be allocated and the preset priority corresponding to each object to be allocated in the sorting queue, the storage position of the target object to be allocated in the sorting queue is adjusted to obtain a new storage position of the target object to be allocated in the sorting queue.

[0084] Optionally, the seat allocation exception handling strategy further includes a third seat allocation exception handling strategy for deleting the target to-be-allocated object from the sorting queue, and the device 700 further includes an execution submodule, which is used to:

[0085] After reassigning a seat to the target object to be assigned, determining a number of retries for reassigning a seat to the target object to be assigned;

[0086] In a case where the number of retries is greater than the preset number of retries, the third seat allocation exception handling strategy is executed on the target object to be allocated.

[0087] Optionally, the detection module 701 is used to:

[0088] Acquire message data between the target object to be assigned;

[0089] When the message data includes abnormal message data, it is determined that an abnormality exists in the target object to be allocated.

[0090] Optionally, the determining module 702 is used to:

[0091] The exception type corresponding to the target object to be assigned is determined based on the exception message data.

[0092] Optionally, if the target object to be allocated is a user terminal to be allocated, the sorting queue is a user sorting queue for the user terminal to be allocated, or if the target object to be allocated is an agent terminal to be allocated, the sorting queue is an agent sorting queue for the agent to be allocated.

[0093] Regarding the device in the above embodiment, the specific manner in which each module performs operations has been described in detail in the embodiment of the method, and will not be elaborated here.

[0094] Based on the same concept, an embodiment of the present disclosure further provides a computer-readable medium on which a computer program is stored. When the program is executed by a processing device, the steps of the above-mentioned seat allocation method are implemented.

[0095] Based on the same concept, the present disclosure also provides an electronic device, including:

[0096] a storage device having a computer program stored thereon;

[0097] A processing device is used to execute the computer program in the storage device to implement the steps of the above-mentioned seat allocation method.

[0098] Reference below Figure 8 , which shows a schematic diagram of the structure of an electronic device 800 suitable for implementing the embodiment of the present disclosure. The user terminal and the seat terminal in the embodiment of the present disclosure may include but are not limited to mobile terminals such as mobile phones, notebook computers, digital broadcast receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), vehicle terminals (such as vehicle navigation terminals), etc., and fixed terminals such as digital TVs, desktop computers, etc. Figure 8 The electronic device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present disclosure.

[0099] like Figure 8 As shown, the electronic device 800 may include a processing device (e.g., a central processing unit, a graphics processing unit, etc.) 801, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 802 or a program loaded from a storage device 808 into a random access memory (RAM) 803. In the RAM 803, various programs and data required for the operation of the electronic device 800 are also stored. The processing device 801, the ROM 802, and the RAM 803 are connected to each other via a bus 804. An input / output (I / O) interface 805 is also connected to the bus 804.

[0100] Typically, the following devices may be connected to the I / O interface 805: input devices 806 including, for example, a touch screen, a touch pad, a keyboard, a mouse, a camera, a microphone, an accelerometer, a gyroscope, etc.; output devices 807 including, for example, a liquid crystal display (LCD), a speaker, a vibrator, etc.; storage devices 808 including, for example, a magnetic tape, a hard disk, etc.; and communication devices 809. The communication device 809 may allow the electronic device 800 to communicate with other devices wirelessly or by wire to exchange data. Although Figure 8 The electronic device 800 is shown with various devices, but it should be understood that it is not required to implement or possess all the devices shown. More or fewer devices may be implemented or possessed instead.

[0101] In particular, according to an embodiment of the present disclosure, the process described above with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a non-transitory computer-readable medium, and the computer program contains program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network through a communication device 809, or installed from a storage device 808, or installed from a ROM 802. When the computer program is executed by the processing device 801, the above-mentioned functions defined in the method of the embodiment of the present disclosure are executed.

[0102] It should be noted that the computer-readable medium disclosed above may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present disclosure, a computer-readable storage medium may be any tangible medium containing or storing a program that may be used by or in combination with an instruction execution system, device or device. In the present disclosure, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, in which a computer-readable program code is carried. This propagated data signal may take a variety of forms, including but not limited to an electromagnetic signal, an optical signal, or any suitable combination of the above. The computer readable signal medium may also be any computer readable medium other than a computer readable storage medium, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer readable medium may be transmitted using any suitable medium, including but not limited to: wires, optical cables, RF (radio frequency), etc., or any suitable combination of the above.

[0103] In some embodiments, the user end, the agent end, and the server (customer service center or agent allocation module) can communicate using any currently known or future developed network protocol such as HTTP (HyperText Transfer Protocol), and can be interconnected with digital data communication (e.g., communication network) of any form or medium. Examples of communication networks include local area networks ("LAN"), wide area networks ("WAN"), internets (e.g., the Internet), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future developed networks.

[0104] The computer-readable medium may be included in the electronic device, or may exist independently without being incorporated into the electronic device.

[0105] The computer-readable medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device: when allocating seats to the target object to be assigned at the head of the sorting queue, detect whether the target object to be assigned has an abnormality, wherein the sorting queue is used to store the objects to be assigned in sequence according to the order of preset priorities corresponding to the objects to be assigned; when detecting that the target object to be assigned has an abnormality, determine the abnormality type corresponding to the target object to be assigned; determine the target seat allocation strategy based on the abnormality type corresponding to the target object to be assigned and the preset relationship between the seat allocation abnormality handling strategy and the abnormality type, and execute the target seat allocation strategy on the target object to be assigned, wherein the preset seat allocation abnormality handling strategy includes a strategy for re-allocating seats to the target object to be assigned.

[0106] Computer program code for performing the operations of the present disclosure may be written in one or more programming languages ​​or a combination thereof, including, but not limited to, object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0107] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present disclosure. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some implementations as replacements, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession 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 square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0108] The modules involved in the embodiments described in the present disclosure may be implemented by software or hardware. The name of a module does not limit the module itself in some cases. For example, a detection module may also be described as a "module for detecting whether there is an abnormality in the target object to be assigned."

[0109] The functions described above herein may be performed at least in part by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), complex programmable logic devices (CPLDs), and the like.

[0110] In the context of the present disclosure, a machine-readable medium may be a tangible medium that may contain or store a program for use by or in conjunction with an instruction execution system, device, or equipment. A machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or equipment, or any suitable combination of the foregoing. A more specific example of a machine-readable storage medium may include an electrical connection based on one or more lines, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0111] According to one or more embodiments of the present disclosure, Example 1 provides a method for seat allocation, the method comprising: when allocating seats to the target object to be allocated at the head of a sorting queue, detecting whether the target object to be allocated has an abnormality, wherein the sorting queue is used to store the objects to be allocated in sequence according to the order of preset priorities corresponding to the objects to be allocated; when it is detected that the target object to be allocated has an abnormality, determining the abnormality type corresponding to the target object to be allocated; determining the target seat allocation strategy based on the abnormality type corresponding to the target object to be allocated and the preset relationship between the seat allocation abnormality handling strategy and the abnormality type, and executing the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation abnormality handling strategy includes a strategy for re-allocating seats to the target object to be allocated.

[0112] According to one or more embodiments of the present disclosure, Example 2 provides the method of Example 1, which determines the target seat allocation strategy based on the exception type corresponding to the target object to be assigned and the preset relationship between the seat allocation exception handling strategy and the exception type, including: when the exception type corresponding to the target object to be assigned is the first exception type, determining the first seat allocation exception handling strategy as the target seat allocation strategy, wherein the first seat allocation exception handling strategy is used to re-assign seats to the target object to be assigned according to the storage position of the target object to be assigned in the sorting queue after a preset time period, and the first exception type is an exception caused by network or device jitter.

[0113] According to one or more embodiments of the present disclosure, Example 3 provides the method of Example 1, which determines the target seat allocation strategy according to the exception type corresponding to the target object to be assigned and the preset relationship between the seat allocation exception handling strategy and the exception type, including: when the exception type corresponding to the target object to be assigned is the second exception type or the third exception type, determining the second seat allocation exception handling strategy as the target seat allocation strategy, wherein the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue, obtain the new storage position of the target object to be assigned in the sorting queue, and re-assign the seat of the target object to be assigned according to the new storage position of the target object to be assigned in the sorting queue, the second exception type is an exception caused by hardware failure, and the third exception type is an exception that cannot identify the exception type.

[0114] According to one or more embodiments of the present disclosure, Example 4 provides the method of Example 3, wherein the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue in the following manner to obtain a new storage position of the target object to be assigned in the sorting queue: determine the number of retries for re-assigning a seat to the target object to be assigned; determine the target priority of the target object to be assigned based on the number of retries and the preset relationship between the priority and the number of retries, wherein, in the preset relationship between the priority and the number of retries, the number of retries is negatively correlated with the priority; adjust the storage position of the target object to be assigned in the sorting queue according to the target priority of the target object to be assigned and the preset priorities corresponding to each object to be assigned in the sorting queue to obtain a new storage position of the target object to be assigned in the sorting queue.

[0115] According to one or more embodiments of the present disclosure, Example 5 provides the method described in any one of Examples 1-4, wherein the seat allocation exception handling strategy also includes a third seat allocation exception handling strategy for deleting the target object to be assigned from the sorting queue, and the method also includes: after re-assigning a seat to the target object to be assigned, determining the number of retries for re-assigning a seat to the target object to be assigned; and executing the third seat allocation exception handling strategy on the target object to be assigned when the number of retries is greater than a preset number of retries.

[0116] According to one or more embodiments of the present disclosure, Example 6 provides a method described in any one of Examples 1-4, obtaining message data between the target object to be assigned; when the message data includes abnormal message data, determining that there is an abnormality in the target object to be assigned; and determining the abnormality type corresponding to the target object to be assigned when detecting that there is an abnormality in the target object to be assigned, including: determining the abnormality type corresponding to the target object to be assigned based on the abnormal message data.

[0117] According to one or more embodiments of the present disclosure, Example 7 provides the method described in any one of Examples 1-4, wherein the target object to be assigned is a user end to be assigned, and the sorting queue is a user sorting queue for the user end to be assigned, or the target object to be assigned is an agent end to be assigned, and the sorting queue is an agent sorting queue for the agent to be assigned.

[0118] According to one or more embodiments of the present disclosure, Example 8 provides a device for seat allocation, the device comprising: a detection module, for detecting whether there is an abnormality in the target object to be assigned at the head of a sorting queue when allocating a seat to the target object to be assigned, wherein the sorting queue is used to store the objects to be assigned in sequence according to the order of preset priorities corresponding to the objects to be assigned; a determination module, for determining the abnormality type corresponding to the target object to be assigned when it is detected that there is an abnormality in the target object to be assigned; an execution module, for determining a target seat allocation strategy based on the abnormality type corresponding to the target object to be assigned and a preset relationship between the seat allocation abnormality handling strategy and the abnormality type, and executing the target seat allocation strategy on the target object to be assigned, wherein the preset seat allocation abnormality handling strategy includes a strategy for re-allocating seats to the target object to be assigned.

[0119] According to one or more embodiments of the present disclosure, Example 9 provides a computer-readable medium having a computer program stored thereon, which implements the steps of the method described in any one of Examples 1 to 7 when executed by a processing device.

[0120] According to one or more embodiments of the present disclosure, Example 10 provides an electronic device, comprising: a storage device on which a computer program is stored; and a processing device for executing the computer program in the storage device to implement the steps of the method described in any one of Examples 1 to 7.

[0121] The above description is only a preferred embodiment of the present disclosure and an explanation of the technical principles used. Those skilled in the art should understand that the scope of disclosure involved in the present disclosure is not limited to the technical solutions formed by a specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above disclosed concept. For example, the above features are replaced with the technical features with similar functions disclosed in the present disclosure (but not limited to) by each other to form a technical solution.

[0122] In addition, although each operation is described in a specific order, this should not be understood as requiring these operations to be performed in the specific order shown or in a sequential order. Under certain circumstances, multitasking and parallel processing may be advantageous. Similarly, although some specific implementation details are included in the above discussion, these should not be interpreted as limiting the scope of the present disclosure. Some features described in the context of a separate embodiment can also be implemented in a single embodiment in combination. On the contrary, the various features described in the context of a single embodiment can also be implemented in multiple embodiments individually or in any suitable sub-combination mode.

[0123] Although the subject matter has been described in language specific to structural features and / or method logic actions, it should be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or actions described above. On the contrary, the specific features and actions described above are merely example forms of implementing the claims. Regarding the device in the above embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.

Claims

1. A method for seat allocation, characterized in that: The method comprises: When performing seat allocation for the target object to be allocated at the head of the sorting queue, detecting whether the target object to be allocated is abnormal, wherein the sorting queue is used to sequentially store the objects to be allocated in the order of preset priorities corresponding to the objects to be allocated; In the case where an abnormality is detected in the target object to be assigned, determining the abnormality type corresponding to the target object to be assigned; Determine a target seat allocation strategy according to the exception type corresponding to the target object to be allocated and the preset relationship between the seat allocation exception handling strategy and the exception type, and execute the target seat allocation strategy on the target object to be allocated, wherein the preset seat allocation exception handling strategy includes a strategy for re-allocating seats for the target object to be allocated; The step of determining the target seat allocation strategy according to the exception type corresponding to the target object to be allocated and the preset relationship between the seat allocation exception handling strategy and the exception type includes: In the case where the exception type corresponding to the target object to be assigned is the second exception type or the third exception type, determining the second seat allocation exception handling strategy as the target seat allocation strategy, wherein the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue, obtain the new storage position of the target object to be assigned in the sorting queue, and re-assign seats to the target object to be assigned according to the new storage position of the target object to be assigned in the sorting queue, the second exception type is an exception caused by a hardware failure, and the third exception type is an exception that cannot identify the exception type; Among them, the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue in the following manner to obtain the new storage position of the target object to be assigned in the sorting queue: determine the number of retries for re-assigning a seat to the target object to be assigned; determine the target priority of the target object to be assigned based on the number of retries and the preset relationship between the priority and the number of retries, wherein in the preset relationship between the priority and the number of retries, the number of retries is negatively correlated with the priority; adjust the storage position of the target object to be assigned in the sorting queue according to the target priority of the target object to be assigned and the preset priorities corresponding to each object to be assigned in the sorting queue to obtain the new storage position of the target object to be assigned in the sorting queue.

2. The method according to claim 1, characterized in that The step of determining the target seat allocation strategy according to the exception type corresponding to the target object to be allocated and the preset relationship between the seat allocation exception handling strategy and the exception type includes: When the exception type corresponding to the target object to be assigned is the first exception type, the first seat allocation exception handling strategy is determined as the target seat allocation strategy, wherein the first seat allocation exception handling strategy is used to re-assign seats to the target object to be assigned according to the storage position of the target object to be assigned in the sorting queue after a preset time period, and the first exception type is an exception caused by network or device jitter.

3. The method according to claim 1 or 2, characterized in that: The seat allocation exception handling strategy also includes a third seat allocation exception handling strategy for deleting the target to-be-allocated object from the sorting queue, and the method further includes: After reassigning a seat to the target object to be assigned, determining a number of retries for reassigning a seat to the target object to be assigned; In a case where the number of retries is greater than the preset number of retries, the third seat allocation exception handling strategy is executed on the target object to be allocated.

4. The method according to claim 1 or 2, characterized in that: The detecting whether the target object to be allocated has an abnormality includes: Acquire message data between the target object to be assigned; When the message data includes abnormal message data, determining that an abnormality exists in the target object to be assigned; When detecting that the target object to be allocated has an abnormality, determining the abnormality type corresponding to the target object to be allocated includes: The exception type corresponding to the target object to be assigned is determined based on the exception message data.

5. The method according to claim 1 or 2, characterized in that: If the target object to be allocated is a user terminal to be allocated, the sorting queue is a user sorting queue for the user terminal to be allocated; or if the target object to be allocated is an agent terminal to be allocated, the sorting queue is an agent sorting queue for the agent to be allocated.

6. A seat allocation device, characterized in that: The device comprises: a detection module, used for detecting whether there is an abnormality in the target to-be-allocated object at the head of the sorting queue when performing seat allocation for the target to-be-allocated object, wherein the sorting queue is used for sequentially storing the to-be-allocated objects in the order of preset priorities corresponding to the to-be-allocated objects; A determination module, configured to determine the abnormality type corresponding to the target object to be assigned when an abnormality is detected in the target object to be assigned; An execution module, used for determining a target seat allocation strategy according to the exception type corresponding to the target object to be assigned and a preset relationship between the seat allocation exception handling strategy and the exception type, and executing the target seat allocation strategy on the target object to be assigned, wherein the preset seat allocation exception handling strategy includes a strategy for re-assigning seats to the target object to be assigned; The execution module is used for: In the case where the exception type corresponding to the target object to be assigned is the second exception type or the third exception type, determining the second seat allocation exception handling strategy as the target seat allocation strategy, wherein the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue, obtain the new storage position of the target object to be assigned in the sorting queue, and re-assign seats to the target object to be assigned according to the new storage position of the target object to be assigned in the sorting queue, the second exception type is an exception caused by a hardware failure, and the third exception type is an exception that cannot identify the exception type; Among them, the second seat allocation exception handling strategy is used to adjust the storage position of the target object to be assigned in the sorting queue in the following manner to obtain the new storage position of the target object to be assigned in the sorting queue: determine the number of retries for re-assigning a seat to the target object to be assigned; determine the target priority of the target object to be assigned based on the number of retries and the preset relationship between the priority and the number of retries, wherein in the preset relationship between the priority and the number of retries, the number of retries is negatively correlated with the priority; adjust the storage position of the target object to be assigned in the sorting queue according to the target priority of the target object to be assigned and the preset priorities corresponding to each object to be assigned in the sorting queue to obtain the new storage position of the target object to be assigned in the sorting queue.

7. A computer readable medium having a computer program stored thereon, characterized in that: When the program is executed by a processing device, the steps of the method described in any one of claims 1 to 5 are implemented.

8. An electronic device, characterized in that: include: a storage device having a computer program stored thereon; A processing device, configured to execute the computer program in the storage device to implement the steps of the method according to any one of claims 1 to 5.

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