Customer service seat allocation method, device, computer equipment and storage medium

Abstract

The present application relates to a customer service agent allocation method, apparatus, computer equipment, storage medium, and computer program product. The method comprises: receiving an agent call request; when no available seats exist, identifying the call type corresponding to the agent call request; obtaining the average call duration corresponding to the call type in historical records; obtaining the idle waiting time corresponding to each connected agent based on the difference between the average call duration and the actual call time of each connected agent; when the minimum idle waiting time is greater than a preset waiting time threshold, pushing a hang-up queue waiting reminder message; when the minimum idle waiting time is not greater than the preset waiting time threshold, assigning a connected agent corresponding to the minimum idle waiting time to respond to the agent call request. This method can bring convenience to users.

Description

Technical Field

[0001] The present application relates to the field of Internet technology, and in particular to a customer service agent allocation method, apparatus, computer equipment, storage medium, and computer program product. Background Art

[0002] With the development of Internet technology, manual customer service technology has emerged. Manual customer service performs daily work such as answering customer phone inquiries and complaints based on intelligent customer service systems. However, under normal circumstances, the customer service team's simultaneous service capabilities are limited. Sometimes, if there are too many people who need to call the customer service phone, this customer service phone will be called continuously by many people, causing the customer service phone to be busy.

[0003] In traditional technology, in order to overcome the problem of customer service calls being busy due to many people calling at the same time, a robot is used to answer the call and then transfer the call to a human customer service representative. The robot will transfer the call to an available human customer service representative.

[0004] However, when there are too many calls to the robot customer service, there may be no vacant customer service seats to transfer the calls, causing customers to have to wait online for a vacant seat, which brings inconvenience to the user's next operation. Summary of the Invention

[0005] Based on this, it is necessary to provide a customer service seat allocation method, device, computer equipment, storage medium and computer program product that can bring convenience to users in order to solve the above technical problems.

[0006] In a first aspect, the present application provides a method for allocating customer service seats. The method comprises:

[0007] Receive agent call requests;

[0008] When there is no vacant seat, identifying the call type corresponding to the seat call request;

[0009] Get the average call duration corresponding to the call type in the historical records;

[0010] Obtain the idle waiting time corresponding to each connected seat according to the difference between the average call duration and the call time of each connected seat;

[0011] When the minimum idle waiting time is greater than the preset waiting time threshold, a prompt message of hanging up and waiting in queue is pushed;

[0012] When the minimum idle waiting time is not greater than a preset waiting time threshold, the minimum idle waiting time is allocated to connect an agent to respond to the agent call request.

[0013] In one embodiment, when the minimum idle waiting time is not greater than the preset waiting time threshold, after allocating the minimum idle waiting time to connect the corresponding agent to respond to the agent call request, the method further includes:

[0014] When there is no vacant seat after the target connected seat responds to the seat call request, the number of waiting call requests in the on-hook queue and the standby connected seat are determined, the target connected seat is the connected seat corresponding to the smallest idle waiting time, and the standby connected seat is the connected seat corresponding to the second smallest idle waiting time;

[0015] When the number of the waiting call requests is not zero, a standby connecting agent is allocated to respond to the waiting call requests.

[0016] In one embodiment, when the number of waiting call requests is not zero, allocating a standby connecting agent to respond to the waiting call request includes:

[0017] When the number of waiting call requests is not zero, obtaining the waiting call request time;

[0018] The standby connecting agent is assigned to respond to the waiting call request with the longest waiting time.

[0019] In one embodiment, the method further comprises:

[0020] When there are available seats, obtain the number of waiting call requests in the hang-up queue state;

[0021] According to the number of waiting call requests, available agents are allocated to respond to the waiting call requests and the agent call requests.

[0022] In one embodiment, allocating available seats to respond to the waiting call requests and the agent call requests according to the number of waiting call requests includes:

[0023] When the number of waiting call requests is zero, allocating a vacant seat to respond to the seat call request;

[0024] When the number of waiting call requests is not zero, a vacant agent is allocated to respond to the agent call request and the waiting call request.

[0025] In one embodiment, when the number of waiting call requests is not zero, allocating available agents to respond to the agent call requests and the waiting call requests includes:

[0026] When the number of waiting call requests is not zero, obtaining the waiting call request time;

[0027] According to the waiting call request time, vacant seats are alternately assigned to respond to the seat call requests and the waiting call requests in the on-hook queue waiting state.

[0028] In a second aspect, the present application also provides a customer service seat allocation device. The device includes:

[0029] Request receiving module, used to receive agent call requests;

[0030] A type identification module, configured to identify the call type corresponding to the agent call request when there is no available seat;

[0031] A call duration acquisition module is used to obtain the average call duration corresponding to the call type in the historical records;

[0032] A waiting time acquisition module is used to obtain the idle waiting time corresponding to each connected seat according to the difference between the average call time and the call time of each connected seat;

[0033] A queue prompt module, configured to push a queue waiting prompt message when the minimum idle waiting time is greater than a preset waiting time threshold;

[0034] The agent allocation module is configured to allocate an agent corresponding to the minimum idle waiting time to respond to the agent call request when the minimum idle waiting time is not greater than a preset waiting time threshold.

[0035] In a third aspect, the present application further provides a computer device. The computer device includes a memory and a processor, wherein the memory stores a computer program, and when the processor executes the computer program, the following steps are performed:

[0036] Receive agent call requests;

[0037] When there is no vacant seat, identifying the call type corresponding to the seat call request;

[0038] Get the average call duration corresponding to the call type in the historical records;

[0039] Obtain the idle waiting time corresponding to each connected agent based on the difference between the average call duration and the call time of each connected agent;

[0040] When the minimum idle waiting time is greater than the preset waiting time threshold, a prompt message of hanging up and waiting in queue is pushed;

[0041] When the minimum idle waiting time is not greater than the preset waiting time threshold, the minimum idle waiting time is allocated to connect an agent to respond to the agent call request.

[0042] In a fourth aspect, the present application further provides a computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements the following steps:

[0043] Receive agent call requests;

[0044] When there is no vacant seat, identifying the call type corresponding to the seat call request;

[0045] Get the average call duration corresponding to the call type in the historical records;

[0046] Obtain the idle waiting time corresponding to each connected agent based on the difference between the average call duration and the call time of each connected agent;

[0047] When the minimum idle waiting time is greater than the preset waiting time threshold, a prompt message of hanging up and waiting in queue is pushed;

[0048] When the minimum idle waiting time is not greater than the preset waiting time threshold, the minimum idle waiting time is allocated to connect an agent to respond to the agent call request.

[0049] In a fifth aspect, the present application further provides a computer program product. The computer program product includes a computer program that, when executed by a processor, implements the following steps:

[0050] Receive agent call requests;

[0051] When there is no vacant seat, identifying the call type corresponding to the seat call request;

[0052] Get the average call duration corresponding to the call type in the historical records;

[0053] Obtain the idle waiting time corresponding to each connected agent based on the difference between the average call duration and the call time of each connected agent;

[0054] When the minimum idle waiting time is greater than the preset waiting time threshold, a prompt message of hanging up and waiting in queue is pushed;

[0055] When the minimum idle waiting time is not greater than the preset waiting time threshold, the minimum idle waiting time is allocated to connect an agent to respond to the agent call request.

[0056] The above-mentioned customer service seat allocation method, apparatus, computer equipment, storage medium and computer program product first receive an agent call request; when there is no vacant seat, identify the call type corresponding to the agent call request; obtain the average call duration corresponding to the call type in the historical records; obtain the idle waiting time corresponding to each connected agent based on the difference between the average call duration and the call time of each connected agent; when the minimum idle waiting time is greater than the preset waiting time threshold, push a hang-up queue waiting prompt message; when the minimum idle waiting time is not greater than the preset waiting time threshold, allocate the connected agent corresponding to the minimum idle waiting time to respond to the agent call request. In this application, by identifying the call type corresponding to the user's agent call request, it is possible to obtain the idle waiting time corresponding to the connected agent when there is no vacant seat based on the historical records, and it is possible to determine whether to push the user into the queue state or directly allocate the connected agent with the minimum idle waiting time based on whether the idle waiting time is greater than the preset waiting time threshold, thereby bringing convenience to the user. BRIEF DESCRIPTION OF THE DRAWINGS

[0057] Figure 1 This is a diagram of an application environment of a customer service agent allocation method in one embodiment;

[0058] Figure 2 A flowchart of a customer service agent allocation method according to one embodiment is shown;

[0059] Figure 3 This is a flowchart of a customer service agent allocation method according to another embodiment;

[0060] Figure 4 This is a structural block diagram of a customer service agent allocation device in one embodiment;

[0061] Figure 5 FIG. 1 is a diagram showing the internal structure of a computer device in one embodiment. DETAILED DESCRIPTION

[0062] In order to make the purpose, technical solutions and advantages of this application more clear, the following further describes this application in detail with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain this application and are not intended to limit this application.

[0063] The customer service seat allocation method provided in the embodiment of the present application can be applied to Figure 1In the application environment shown, terminal 102 communicates with server 104 via a network. A data storage system can store data that server 104 needs to process. The data storage system can be integrated with server 104, or placed on a cloud or other network server. Terminal 102 sends an agent call request to server 104, which includes the corresponding call type. Server 104 receives the agent call request from terminal 102. If no available agent exists, server 104 identifies the corresponding call type. It obtains the average call duration corresponding to the call type from historical records. Based on the difference between the average call duration and the actual call time of each connected agent, it determines the idle waiting time corresponding to each connected agent. When the minimum idle waiting time exceeds a preset waiting time threshold, a hang-up queue waiting reminder message is sent. When the minimum idle waiting time is not greater than the preset waiting time threshold, a connected agent corresponding to the minimum idle waiting time is assigned to respond to the agent call request. Furthermore, a hang-up queue waiting reminder message or a response result is sent to terminal 102. The terminal 102 may be, but is not limited to, various personal computers, laptops, smartphones, tablet computers, IoT devices, and portable wearable devices. IoT devices may be smart car devices, etc. Portable wearable devices may be smart watches, smart bracelets, head-mounted devices, etc. The server 104 may be implemented as a standalone server or a server cluster consisting of multiple servers.

[0064] In one embodiment, Figure 2 As shown, a customer service agent allocation method is provided, which is applied to Figure 1 Taking the server 104 in the example as an example, the following steps are included:

[0065] S100: Receive an agent call request.

[0066] Among them, the seat in this application refers to the customer service seat, which is a job position in the call center or customer service department of a company or enterprise, providing online services to users; the seat call request is a request from a user to call a customer service agent.

[0067] Specifically, the terminal sends an agent call request to the server, where the agent call request carries a call type corresponding to the agent call request, and the server receives the agent call request from the terminal.

[0068] S200: When there is no vacant seat, identify the call type corresponding to the agent call request.

[0069] Specifically, since customer service seats are limited, after receiving a seat call request from a terminal, when all customer service seats are occupied and there are no vacant seats, the call type carried in the seat call request will be identified. Among them, the call type can include consultation, complaint, business processing and other types that require customer service.

[0070] S300: Obtain the average call duration corresponding to the call type in the historical records.

[0071] For example, based on the call history records of all customer service agents that have ended in the past, the call type and call duration of the ended call history records are obtained, and the call duration of all customer service agents is averaged according to the call type to obtain the single average call duration corresponding to a single call type, such as 1 minute for consultation, 2 minutes for complaint, 3 minutes for business processing, etc.

[0072] Furthermore, the averaging method can be to statistically analyze the call duration of all customer service agent call history records by call type, obtain the call duration of all call history records corresponding to a single call type, discard the longest call duration and the shortest call duration among all call durations, and divide the total call duration of all remaining call history records by the number of remaining call history records to obtain the average single call duration corresponding to a single call type.

[0073] S400: Obtain the idle waiting time corresponding to each connected agent based on the difference between the average call duration and the call time of each connected agent.

[0074] Among them, in this application, the connected seat refers to the customer service seat occupied by A and cannot receive B's call request; the idle waiting time refers to the time required to wait for the occupied connected seat to end the occupied state.

[0075] Specifically, when there are no vacant seats, all customer service seats are connected seats. The call time of each connected agent is obtained. Based on the difference between the average call duration corresponding to each connected agent and the call time of each connected agent, the estimated end time of the connected agent can be predicted. The estimated end time of the connected agent is the idle waiting time corresponding to each connected agent.

[0076] S500: When the minimum idle waiting time is greater than the preset waiting time threshold, a hang-up queue waiting prompt message is pushed.

[0077] For example, since the hang-up time for a user's call that is not connected is stipulated to be 56 seconds, the next step of judgment must be performed before automatic hanging up. The preset waiting time threshold is set to 50 seconds, and the minimum idle waiting time is obtained from the predicted idle waiting time corresponding to each connected agent. When the minimum idle waiting time is greater than the preset waiting time threshold, a hang-up queue waiting reminder message will be pushed.

[0078] Furthermore, the on-hook queue waiting reminder message will be pushed to the user terminal in the form of SMS or other forms that are easy for users to find. The on-hook queue waiting reminder message includes a reminder to enter the on-hook queue waiting state, the number of people waiting, and confirmation of whether to enter the queue state. Taking SMS as an example, the user will receive a text message pushed by the server 104 with the content "The current artificial seat is busy, the number of people in the queue is N, would you like to take a number to queue? After taking a number, our customer service will actively contact you. Please press 1 to take a number, otherwise please continue to wait." After the user presses 1 to confirm the queue, the terminal sends a queue confirmation message to the server, and the server feedbacks the terminal "You have entered the queue The user enters the hang-up queue waiting state. X starts at 1 and keeps increasing. The counting logic of the number of people waiting is to obtain the total number of people in the hang-up queue waiting state. When the corresponding agent responds to the call request of the person in the hang-up queue waiting state, the user status is updated to "Called Back". By updating the user status, you can filter out the customers whose calls have been called back. If the user presses other keys to choose not to enter the queue state, the user's agent call request will not be invalidated and the user will continue to wait online for assignment.

[0079] S600: When the minimum idle waiting time is not greater than the preset waiting time threshold, the connected agent corresponding to the minimum idle waiting time is allocated to respond to the agent call request.

[0080] Specifically, when the minimum idle waiting time is not greater than the preset waiting time threshold, the on-hook queue waiting prompt message is not pushed. Instead, the online waiting time corresponding to the minimum idle waiting time ends the occupied state of the connected agent, and then the minimum idle waiting time corresponding to the connected agent is allocated to respond to the agent call request.

[0081] Furthermore, the allocation of the minimum idle waiting time corresponding to the connected seat to respond to the agent call request is based on the agent assistant to allocate the vacancies, and after the allocation of the minimum idle waiting time corresponding to the connected seat to respond to the agent call request, a response result will be obtained, and the response result will be fed back to the terminal.

[0082] In the above-mentioned customer service agent allocation method, first, an agent call request is received; when there is no vacant seat, the call type corresponding to the agent call request is identified; the average call duration corresponding to the call type in the historical records is obtained; based on the difference between the average call duration and the call time of each connected agent, the idle waiting time corresponding to each connected agent is obtained; when the minimum idle waiting time is greater than the preset waiting time threshold, a hang-up queue waiting prompt message is pushed; when the minimum idle waiting time is not greater than the preset waiting time threshold, the connected agent corresponding to the minimum idle waiting time is allocated to respond to the agent call request. In this application, by identifying the call type corresponding to the user's agent call request, the idle waiting time corresponding to the connected agent when there is no vacant seat can be obtained based on the historical records, and based on whether the idle waiting time is greater than the preset waiting time threshold, it can be determined whether to push the user into the queue state or directly allocate the connected agent with the minimum idle waiting time, thereby bringing convenience to the user.

[0083] In one embodiment, Figure 3 As shown, after S600, it also includes:

[0084] S620: When no vacant agent exists after the target connection agent responds to the agent call request, the number of waiting call requests in the on-hook queue and the standby connection agent are determined. The target connection agent is the connection agent corresponding to the minimum idle waiting time, and the standby connection agent is the connection agent corresponding to the second minimum idle waiting time.

[0085] Specifically, since there are no vacant seats at the beginning, when the target connected agent corresponding to the minimum idle waiting time responds to the agent call request, there will still be no vacant seats at this time. The number of waiting call requests in the on-hook queue waiting state is determined, and the idle agent corresponding to the next smallest idle waiting time is obtained from the idle waiting time corresponding to each connected agent as the standby connected agent.

[0086] S640: When the number of waiting call requests is not zero, assign a standby connecting agent to respond to the waiting call request.

[0087] Specifically, when the number of waiting call requests in the on-hook queue waiting state is not zero, there are waiting users in the on-hook queue waiting state. At this time, when a new vacant seat appears, that is, when the standby connection seat is idle, regardless of whether a new seat call request is received at this time, the standby connection seat is assigned to respond to the waiting call requests in the on-hook queue waiting state.

[0088] Furthermore, when a standby connecting agent is assigned to respond to a waiting call request in the on-hook queue waiting state, and the number of waiting call requests is still not zero, if no new agent call request is received, the connecting agent corresponding to the third smallest idle waiting time will still be assigned to the waiting call request in the on-hook queue waiting state; if a new agent call request is received, the connecting agent corresponding to the third smallest idle waiting time will be used as the connecting agent corresponding to the minimum idle waiting time and assigned to the new agent call request. This technical means is used to achieve the alternating allocation of agent call requests and waiting call requests.

[0089] In this embodiment, when there are no available seats, alternate allocation of seat call requests and waiting call requests can be achieved, thereby bringing convenience to users.

[0090] In one embodiment, when the number of waiting call requests is not zero, allocating a standby connecting agent to respond to the waiting call request includes:

[0091] When the number of waiting call requests is not zero, obtain the waiting call request time.

[0092] The waiting time for a call request refers to the time it takes to enter the on-hook queue waiting state.

[0093] Specifically, when the number of waiting call requests is not zero, in order to obtain the waiting call requests that the standby agent needs to respond to, the time when all waiting call requests enter the on-hook queue waiting state will be obtained.

[0094] Furthermore, the user will receive a hang-up queue waiting prompt message pushed by the server 104. After confirming that he has entered the hang-up queue waiting state, he will receive a queue number X, which can be used as a time marker for entering the hang-up queue waiting state. The smaller the queue number X, the longer the waiting time for the user to enter the hang-up queue waiting state.

[0095] Assign a standby agent to respond to the longest waiting call request.

[0096] Specifically, the waiting call request with the longest waiting time is selected from the time when all waiting call requests enter the on-hook queue waiting state, and a standby connecting agent is assigned to respond to the waiting call request with the longest waiting time.

[0097] In this embodiment, by obtaining the time when all waiting call requests enter the on-hook queue waiting state, the standby connection seat is allocated to the waiting call request with the longest waiting time, so that waiting users can be fairly allocated according to the waiting time.

[0098] In one embodiment, the method further comprises:

[0099] When there are available seats, get the number of waiting call requests in the on-hook queue state.

[0100] Specifically, when there is a vacant seat, the number of waiting call requests in the on-hook queue waiting state is obtained to determine whether there is a user in the on-hook queue waiting state at this time.

[0101] According to the number of waiting call requests, available agents are allocated to respond to waiting call requests and agent call requests.

[0102] Specifically, according to the number of waiting call requests, the available seats are allocated to waiting users or calling users to respond to the waiting call requests and the agent call requests.

[0103] In this embodiment, by obtaining the number of waiting call requests in the on-hook queue waiting state when there are vacant seats, the vacant seats can be allocated to corresponding users, which is convenient.

[0104] In one embodiment, allocating available agents to respond to the waiting call requests and the agent call requests based on the number of waiting call requests includes:

[0105] When the number of waiting call requests is zero, an available agent is assigned to respond to the agent call request.

[0106] Specifically, when the number of waiting call requests is zero, there are no waiting users in the on-hook queue waiting state. At this time, there are only received agent call requests, and vacant agents are allocated to respond to the agent call requests.

[0107] When the number of waiting call requests is not zero, available agents are assigned to respond to agent call requests and waiting call requests.

[0108] Specifically, when the number of waiting call requests is not zero, there are waiting users in the on-hook queue waiting state. At this time, it is necessary to allocate vacant seats to the calling users and the waiting users, and respond to both the seat call requests and the waiting call requests.

[0109] In this embodiment, by obtaining the number of waiting call requests, it is determined whether there are waiting users in the on-hook queue waiting state, and the allocation status of vacant seats can be determined.

[0110] In one embodiment, when the number of waiting call requests is not zero, allocating available agents to respond to agent call requests and waiting call requests includes:

[0111] When the number of waiting call requests is not zero, obtain the waiting call request time.

[0112] Specifically, when the number of waiting call requests is not zero, there are waiting users in an on-hook queue waiting state, and the waiting times of the waiting call requests corresponding to all waiting users are obtained.

[0113] According to the waiting call request time, the available seats are alternately assigned to respond to the seat call requests and the waiting call requests in the hang-up queue waiting state.

[0114] Specifically, according to the waiting time of the waiting call request, the waiting call request with the longest waiting time can be obtained; the available seats are alternately allocated to respond to the agent call request and the waiting call request, and the agent call request can be responded to first. After responding to the agent call request, regardless of whether there is a new agent call request or not, the waiting call request with the longest waiting time will be responded to. When there is a new agent call request after responding to the waiting call request with the longest waiting time, the new agent call request will be responded to, and then the waiting call request with the second longest waiting time will be responded to; if there is no new agent call request after responding to the waiting call request with the longest waiting time, the waiting call request will continue to be responded to according to the waiting time; in this way, the response to the agent call request and the waiting call request can be realized in a cyclic manner.

[0115] In this embodiment, by obtaining the waiting call request time, it is possible to alternately respond to the agent call request and the waiting call request, which brings convenience to the user.

[0116] In one embodiment, the method further comprises:

[0117] 1. Receive a seat call request and determine whether there are vacant seats. If there are no vacant seats, proceed to step 2. If there are vacant seats, proceed to step 8.

[0118] 2. If there is no available seat, identify the call type corresponding to the seat call request and proceed to step 3;

[0119] 3. Get the average call duration corresponding to the call type in the historical records and proceed to step 4;

[0120] 4. Based on the difference between the average call duration and the call time of each connected agent, the idle waiting time corresponding to each connected agent is obtained. The minimum idle waiting time is compared with the preset waiting time threshold. If the minimum idle waiting time is greater than the preset waiting time threshold, the process proceeds to step 5. If the minimum idle waiting time is not greater than the preset waiting time threshold, the process proceeds to step 6.

[0121] 5. When the minimum idle waiting time is longer than the preset waiting time threshold, a message will be pushed to remind the user to wait in line;

[0122] 6. When the minimum idle waiting time is not greater than the preset waiting time threshold, the connected agent with the minimum idle waiting time is assigned to respond to the agent call request. When no vacant agent exists after the target connected agent responds to the agent call request, the number of waiting call requests in the on-hook queue and the standby connected agent are determined. The target connected agent is the connected agent with the minimum idle waiting time, and the standby connected agent is the connected agent with the second smallest idle waiting time. When the number of waiting call requests is zero, the standby connected agent is assigned to continue responding to new agent call requests. When the number of waiting call requests is not zero, proceed to step 7.

[0123] 7. When the number of waiting call requests is not zero, obtain the waiting call request time; assign a standby connection agent to respond to the waiting call request with the longest waiting call request time.

[0124] 8. When there are available seats, obtain the number of waiting call requests in the on-hook queue waiting state. When the number of waiting call requests is zero, proceed to step 9; when the number of waiting call requests is not zero, proceed to step 10;

[0125] 9. When the number of waiting call requests reaches zero, allocate available seats to respond to the call requests;

[0126] 10. When the number of waiting call requests is not zero, obtain the waiting call request time; according to the waiting call request time, alternately assign vacant seats to respond to the agent call requests and the waiting call requests in the on-hook queue waiting state.

[0127] It should be understood that, although the various steps in the flowcharts involved in the various embodiments described above are displayed in sequence according to the instructions of the arrows, these steps are not necessarily executed in sequence in the order indicated by the arrows. Unless otherwise specified herein, there is no strict order restriction on the execution of these steps, and these steps can be executed in other orders. Moreover, at least a portion of the steps in the flowcharts involved in the various embodiments described above can include multiple steps or multiple stages, and these steps or stages are not necessarily executed and completed at the same time, but can be executed at different times, and the execution order of these steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a portion of steps or stages in other steps.

[0128] Based on the same inventive concept, embodiments of the present application also provide a customer service seat allocation device for implementing the aforementioned customer service seat allocation method. The solution provided by this device is similar to the solution described in the aforementioned method. Therefore, the specific limitations of one or more embodiments of the customer service seat allocation device provided below can be found in the aforementioned limitations of the customer service seat allocation method and will not be further elaborated here.

[0129] In one embodiment, Figure 4 As shown, a customer service agent allocation device is provided, comprising: a request receiving module 100, a type identification module 200, a call duration acquisition module 300, a waiting time acquisition module 400, a queue prompt module 500 and an agent allocation module 600, wherein:

[0130] The request receiving module 100 is used to receive an agent call request.

[0131] The type identification module 200 is used to identify the call type corresponding to the agent call request when there is no vacant seat.

[0132] The call duration acquisition module 300 is used to acquire the average call duration corresponding to the call type in the historical records.

[0133] The waiting time acquisition module 400 is used to obtain the idle waiting time corresponding to each connected agent according to the difference between the average call time and the call time of each connected agent.

[0134] The queue prompt module 500 is used to push an on-hook queue waiting prompt message when the minimum idle waiting time is greater than a preset waiting time threshold.

[0135] The agent allocation module 600 is configured to allocate an agent corresponding to the minimum idle waiting time to respond to an agent call request when the minimum idle waiting time is not greater than a preset waiting time threshold.

[0136] In one embodiment, the system further includes a standby agent allocation module, which is configured to determine the number of waiting call requests in an on-hook queue and standby connection agents when no vacant agents exist after the target connection agent responds to the agent call request. The target connection agent is the connection agent corresponding to the smallest idle waiting time, and the standby connection agent is the connection agent corresponding to the second smallest idle waiting time. When the number of waiting call requests is not zero, the standby connection agent is allocated to respond to the waiting call request.

[0137] In one embodiment, the standby agent allocation module is further configured to obtain the waiting call request time when the number of waiting call requests is not zero; and allocate a standby connected agent to respond to the waiting call request with the longest waiting call request time.

[0138] In one embodiment, the system further includes a vacant seat allocation module, which is configured to obtain the number of waiting call requests in an on-hook queue when there are vacant seats; and allocate vacant seats to respond to the waiting call requests and seat call requests based on the number of waiting call requests.

[0139] In one embodiment, the vacant seat allocation module is further configured to allocate vacant seats to respond to agent call requests when the number of waiting call requests is zero; and to allocate vacant seats to respond to agent call requests and waiting call requests when the number of waiting call requests is not zero.

[0140] In one embodiment, the vacant seat allocation module is further configured to obtain the waiting call request time when the number of waiting call requests is not zero; and alternately allocate vacant seats to respond to the agent call requests and the waiting call requests in the on-hook queue waiting state according to the waiting call request time.

[0141] Each module in the aforementioned customer service agent allocation device may be implemented in whole or in part through software, hardware, or a combination thereof. Each module may be embedded in or independent of a processor within a computer device in the form of hardware, or may be stored in a computer device memory in the form of software, so that the processor can call and execute the corresponding operations of each module.

[0142] In one embodiment, a computer device is provided. The computer device may be a server, and its internal structure diagram may be as follows: Figure 5 As shown. The computer device includes a processor, a memory, an input / output interface (Input / Output, abbreviated as I / O) and a communication interface. The processor, memory and input / output interface are connected through a system bus, and the communication interface is connected to the system bus through the input / output interface. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program and a database. The internal memory provides an environment for the operation of the operating system and computer program in the non-volatile storage medium. The database of the computer device is used to store hang-up queue waiting prompt messages or response result data. The input / output interface of the computer device is used to exchange information between the processor and an external device. The communication interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a customer service seat allocation method is implemented.

[0143] Those skilled in the art will understand that Figure 5 The structure shown in the figure is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than shown in the figure, or combine certain components, or have a different component arrangement.

[0144] In one embodiment, a computer device is further provided, including a memory and a processor. The memory stores a computer program, and the processor implements the steps in the above method embodiments when executing the computer program.

[0145] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps in the above-mentioned method embodiments are implemented.

[0146] In one embodiment, a computer program product is provided, including a computer program, which implements the steps in the above method embodiments when executed by a processor.

[0147] Those skilled in the art will appreciate that all or part of the processes in the above-mentioned embodiment methods can be implemented by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, database or other media used in the embodiments provided in this application may include at least one of non-volatile and volatile memory. Non-volatile memory may include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetic random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory may include random access memory (RAM) or external cache memory, etc. By way of illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM). The database involved in the various embodiments provided herein may include at least one of a relational database and a non-relational database. Non-relational databases may include, but are not limited to, distributed databases based on blockchains. The processor involved in the various embodiments provided herein may be, but are not limited to, a general-purpose processor, a central processing unit, a graphics processing unit, a digital signal processor, a programmable logic unit, a data processing logic unit based on quantum computing, and the like.

[0148] The technical features of the above embodiments can be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0149] The above-described embodiments merely represent several implementation methods of the present application. While the descriptions are relatively specific and detailed, they should not be construed as limiting the scope of the present application. It should be noted that a person of ordinary skill in the art may make various modifications and improvements without departing from the spirit of the present application, and these modifications and improvements fall within the scope of protection of the present application. Therefore, the scope of protection of the present application shall be determined by the appended claims.

Claims

1. A customer service seat allocation method, characterized in that: The method comprises: Receive agent call requests; When there is no vacant seat, identifying the call type corresponding to the seat call request; Get the average call duration corresponding to the call type in the historical records; Obtain the idle waiting time corresponding to each connected seat according to the difference between the average call duration and the call time of each connected seat; When the minimum idle waiting time is greater than the preset waiting time threshold, a queue waiting prompt message is pushed to the user terminal, and after receiving a queue confirmation message from the user terminal, the user is confirmed to enter the queue waiting state; When the minimum idle waiting time is not greater than the preset waiting time threshold, allocating the minimum idle waiting time to connect the corresponding agent to respond to the agent call request; When no vacant seats exist after the target connection seat responds to the agent call request, the number of waiting call requests in the on-hook queue and the standby connection seat are determined, the target connection seat being the connection seat corresponding to the smallest idle waiting time, and the standby connection seat being the connection seat corresponding to the second smallest idle waiting time; when the number of waiting call requests is not zero, the standby connection seat is assigned to respond to the waiting call request, so as to achieve alternating assignment between the agent call request and the waiting call request.

2. The method according to claim 1, characterized in that When the number of waiting call requests is not zero, allocating a standby connecting agent to respond to the waiting call request includes: When the number of waiting call requests is not zero, obtaining the waiting call request time; The standby connecting agent is assigned to respond to the waiting call request with the longest waiting time.

3. The method according to claim 1, characterized in that The method further comprises: When there are available seats, obtain the number of waiting call requests in the hang-up queue state; According to the number of waiting call requests, available agents are allocated to respond to the waiting call requests and the agent call requests.

4. The method according to claim 3, characterized in that The allocating, according to the number of waiting call requests, available seats to respond to the waiting call requests and the agent call requests comprises: When the number of waiting call requests is zero, allocating a vacant seat to respond to the seat call request; When the number of waiting call requests is not zero, a vacant agent is allocated to respond to the agent call request and the waiting call request.

5. The method according to claim 4, characterized in that When the number of waiting call requests is not zero, allocating available seats to respond to the seat call requests and the waiting call requests includes: When the number of waiting call requests is not zero, obtaining the waiting call request time; According to the waiting call request time, vacant seats are alternately assigned to respond to the seat call requests and the waiting call requests in the on-hook queue waiting state.

6. A customer service seat allocation device, characterized in that: The device comprises: Request receiving module, used to receive agent call requests; A type identification module, configured to identify the call type corresponding to the agent call request when there is no available seat; A call duration acquisition module is used to obtain the average call duration corresponding to the call type in the historical records; A waiting time acquisition module is used to obtain the idle waiting time corresponding to each connected seat according to the difference between the average call time and the call time of each connected seat; A queue prompt module is used to push a queue waiting prompt message to the user terminal when the minimum idle waiting time is greater than a preset waiting time threshold, and confirm that the user enters the queue waiting state after receiving a queue confirmation message from the user terminal; An agent allocation module is configured to allocate an agent corresponding to the minimum idle waiting time to respond to the agent call request when the minimum idle waiting time is not greater than a preset waiting time threshold; The device further includes a standby agent allocation module, which is configured to, when no vacant agent exists after the target connected agent responds to the agent call request, determine the number of waiting call requests in an on-hook queue and a standby connected agent, wherein the target connected agent is the connected agent corresponding to the smallest idle waiting time, and the standby connected agent is the connected agent corresponding to the second smallest idle waiting time; and when the number of waiting call requests is not zero, allocate a standby connected agent to respond to the waiting call request, so as to achieve alternating allocation between the agent call request and the waiting call request.

7. The device according to claim 6, characterized in that The device also includes an available seat allocation module, which is used to obtain the number of waiting call requests in an on-hook queue waiting state when there are available seats; and allocate available seats to respond to the waiting call requests and the seat call requests based on the number of waiting call requests.

8. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 5 are implemented.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 5 are implemented.

10. A computer program product comprising a computer program, characterized in that When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 5 are implemented.

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