Method, device, electronic equipment and storage medium for determining concurrency of gateway

Abstract

The application provides a method and device for determining the concurrency of a gateway, electronic equipment and a storage medium. The method comprises obtaining gateway statistical data of each gateway in a plurality of gateways, calculating an evaluation parameter of each gateway according to the gateway statistical data, and then distributing the plurality of gateways to different gateway levels according to the evaluation parameter of each gateway and a level distribution rule to determine the concurrency of each gateway. This can replace manual determination of the concurrency of a gateway, so that the current concurrency of a gateway can be quickly understood, thereby reducing labor costs and improving work efficiency. In addition, it can also reduce the inevitable errors caused by manual calculation, thereby greatly improving the accuracy of determining the concurrency of a gateway.

Description

Technical Field

[0001] This application relates to the field of computer technology, and specifically to a method, apparatus, electronic device, and storage medium for determining the concurrency of a gateway. Background Technology

[0002] Currently, call center agents typically make outbound calls through gateways configured on traditional lines. Calculating the concurrency of these gateways relies on manual recording of call data and gateway data in tables, followed by manual calculation. Because this manual recording and calculation method cannot quickly determine the gateway's concurrency over a given day or several days, it's impossible to accurately assess the current gateway concurrency in real time, thus reducing work efficiency and increasing labor costs. Summary of the Invention

[0003] In view of this, embodiments of this application provide a method, apparatus, electronic device, and storage medium for determining the concurrency of a gateway, which can replace manual determination of the concurrency of multiple gateways, thereby enabling a quick understanding of the concurrency of multiple gateways.

[0004] In a first aspect, embodiments of this application provide a method for determining the concurrency of a gateway. The method includes: obtaining gateway statistics data for each of a plurality of gateways, wherein the plurality of gateways are respectively connected to a plurality of outbound call lines, and the gateway statistics data of any one gateway is used to represent the statistical data generated when performing work tasks through the outbound call lines of the arbitrary gateway; calculating the evaluation parameters of each gateway based on the gateway statistics data of each gateway; assigning the plurality of gateways to different gateway levels based on the evaluation parameters of each gateway and level allocation rules; and determining the concurrency of each gateway based on the gateway concurrency parameters of each gateway level and the gateway statistics data of each gateway.

[0005] Secondly, embodiments of this application provide an apparatus for determining the concurrency of a gateway. The apparatus includes: an acquisition module for acquiring gateway statistics data for each of a plurality of gateways, wherein the plurality of gateways are respectively connected to a plurality of outbound call lines, and the gateway statistics data of any one gateway is used to represent the statistical data generated when performing work tasks through the outbound call line of any one gateway; a first determination module for calculating the evaluation parameters of each gateway based on the gateway statistics data of each gateway; an allocation module for allocating the plurality of gateways to different gateway levels based on the evaluation parameters of each gateway and level allocation rules; and a second determination module for determining the concurrency of each gateway based on the gateway concurrency parameters of the gateway level to which each gateway belongs and the gateway statistics data of each gateway.

[0006] Thirdly, embodiments of this application provide an electronic device, the electronic device including: one or more processors; and a memory for storing one or more programs, wherein when the one or more programs are executed by the one or more processors, the one or more processors implement the method of determining the concurrency of a gateway in the first aspect.

[0007] Fourthly, embodiments of this application provide a storage medium storing executable instructions that, when executed by a processor, cause the processor to implement the method of determining the concurrency of a gateway in the first aspect.

[0008] This application provides a method for determining the concurrency of a gateway. By acquiring gateway statistics data for each of multiple gateways and calculating evaluation parameters for each gateway based on these statistics, the method can allocate multiple gateways to different levels according to their evaluation parameters and level allocation rules, thereby determining the concurrency of each gateway within each level. This method can replace manual determination of gateway concurrency, enabling a rapid understanding of the current gateway concurrency. It reduces the unavoidable errors associated with manual calculations, significantly improving the accuracy of gateway concurrency determination and thus increasing work efficiency. Furthermore, by calculating the concurrency of each gateway within its respective level to determine the required concurrency for each gateway within different levels, it facilitates a balanced allocation of concurrency across gateways, improving allocation efficiency. Attached Figure Description

[0009] Figure 1 This is a schematic diagram of the structure of a call processing system provided in an exemplary embodiment of this application.

[0010] Figure 2 This is a flowchart illustrating a method for determining the concurrency of a gateway according to an exemplary embodiment of this application.

[0011] Figure 3 This is a flowchart illustrating a method for determining the concurrency of a gateway, provided in another exemplary embodiment of this application.

[0012] Figure 4 This is a flowchart illustrating a method for determining the concurrency of a gateway, provided in yet another exemplary embodiment of this application.

[0013] Figure 5 This is a flowchart illustrating a method for determining the concurrency of a gateway, provided in yet another exemplary embodiment of this application.

[0014] Figure 6 This is a flowchart illustrating a method for determining the concurrency of a gateway, provided in yet another exemplary embodiment of this application.

[0015] Figure 7This is a schematic diagram of an apparatus for determining the concurrency of a gateway, provided in an exemplary embodiment of this application.

[0016] Figure 8 This is a block diagram of an electronic device for determining the concurrency of a gateway, provided in an exemplary embodiment of this application. Detailed Implementation

[0017] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0018] The concurrency of existing gateways is typically calculated manually using Excel. This involves manually exporting detailed gateway statistics from the database, importing them into Excel, and then sending the calculated concurrency levels for the gateways requiring adjustment to technical personnel via email. This process fails to quickly calculate the concurrency of gateways for the current day or several days, making it impossible to understand the current concurrency levels accurately and in real time. This reduces work efficiency and increases labor costs.

[0019] To address the aforementioned issues, this application provides a method for determining the concurrency of a gateway. Specifically, it involves acquiring gateway statistics data for each of multiple gateways connected to multiple outbound call lines. The gateway statistics data for any one gateway represents the statistical data generated when performing tasks through the outbound call lines of that gateway. Evaluation parameters for each gateway are calculated based on its gateway statistics data. Based on these evaluation parameters and a tiered allocation rule, the multiple gateways are assigned to different gateway tiers. Finally, the concurrency of each gateway is determined based on its concurrency parameters for each tier and its gateway statistics data.

[0020] Using the above method, the concurrency of gateways can be determined manually, allowing for a quick understanding of the current concurrency level. This reduces the inevitable errors caused by manual calculations, significantly improving the accuracy of gateway concurrency determination and thus increasing work efficiency. Furthermore, by calculating the concurrency of each gateway within its respective tier, the required concurrency for each gateway within different tiers can be determined, facilitating a more balanced distribution of concurrency across gateways and improving allocation efficiency.

[0021] The method described in this application can be executed by an electronic device, which can be a terminal or a server. The terminal can include a mobile phone, a computer, or a network device, etc. The server can include a standalone physical server, a server cluster consisting of multiple servers, or a cloud server capable of cloud computing.

[0022] The method described above for determining gateway concurrency can be applied to call processing systems. Please refer to [link / reference]. Figure 1 This is a schematic diagram of the structure of a call processing system provided in an embodiment of this disclosure. Figure 1 The call processing system may include a call center system 120 and a VOS billing system 130.

[0023] Call center system 120 is an interactive voice response system used to handle various call services. The system includes multiple agents 110. Each agent 110 can perform relevant call services to serve customers through call center system 120. Agents 110 can be service personnel who manually handle call services, such as call center operators, customer service specialists, etc. In other embodiments, the agents 110 described above can also be devices that automatically handle call services, such as devices utilizing artificial intelligence to handle call services in place of service personnel.

[0024] The aforementioned call services may include answering incoming calls, making outbound calls, and monitoring. In this embodiment, the handling of outbound call tasks by a call center system 120 is used as an example for detailed description.

[0025] Call center system 120 can make outbound calls through VOS billing system 130. VOS billing system 130 can bill call center system 120. VOS billing system 130 can include gateways 140 and outbound call lines. There can be multiple gateways 140 and outbound call lines, with each gateway 140 corresponding to a specific outbound call line. That is, one gateway 140 corresponds to one outbound call line. For example, in the diagram, gateway 1 corresponds to outbound call line 1, gateway 2 corresponds to outbound call line 2, and gateway 3 corresponds to outbound call line 3. It should be noted that VOS billing system 130 is connected to the outbound call lines through gateways 140. In other words, when making outbound calls, call center system 120 needs to select the outbound call line corresponding to different gateways 140 to utilize that outbound call line to complete the call.

[0026] Understandably, as the number of outbound call lines increases, the number of gateways 140 also gradually increases, making it increasingly difficult to determine the concurrency of each gateway 140. To address these issues, the VOS billing system 130 in the call processing system of this embodiment may further include an electronic device used to determine the concurrency of each gateway 140. Specifically, the electronic device can retrieve gateway statistics data for each gateway 140 and calculate evaluation parameters for each gateway 140 based on these statistics. Based on the evaluation parameters and level allocation rules for each gateway 140, multiple gateways 140 are assigned to different gateway levels. Then, the concurrency of each gateway 140 is determined based on the gateway concurrency parameters for each gateway level and the gateway statistics data for each gateway 140. This replaces manual determination of the concurrency of each gateway 140, allowing for a quick understanding of the current concurrency of each gateway 140.

[0027] Based on the above call processing system, this disclosure provides a method for determining the concurrency of a gateway, such as... Figure 2 The flowchart illustrates a method for determining the concurrency of a gateway. This method may include the following steps:

[0028] Step S210: Obtain gateway statistics data for each of the multiple gateways. The multiple gateways are connected to multiple outbound call lines. The gateway statistics data of any one gateway is used to represent the statistics data generated when performing work tasks through the outbound call line of any one gateway.

[0029] Specifically, a gateway can include an internetwork connector or a protocol converter. A gateway refers to a complex network interconnection device that enables network interconnection above the network layer, used only for interconnecting two networks with different high-level protocols. Gateways can be used for both wide area network (WAN) and local area network (LAN) interconnection. A gateway can also be a computer system or device that acts as a translator. Used between two systems with different communication protocols, data formats, languages, or even completely different architectures, a gateway is a translator. Unlike a bridge, which simply forwards information, a gateway repackages received information to suit the needs of the destination system.

[0030] Specifically, gateway statistics can be statistics on outbound calls made through multiple gateways. Each gateway can be connected to multiple outbound calling lines, and each outbound calling line utilizes one of these gateways for outbound calls. Gateway statistics for any given gateway represent the statistical data generated when an outbound calling line through that gateway performs a task. For example, the statistical data generated when an outbound calling line through any given gateway performs a task can include total calls, total answers, and total connections. Total calls refer to the number of outbound calls made by any given gateway's outbound calling line; total answers refer to the number of incoming calls received by any given gateway's outbound calling line; and total connections refer to the number of connections made by any given gateway's outbound calling line.

[0031] Step S220: Calculate the evaluation parameters for each gateway based on the gateway statistics for each gateway.

[0032] Specifically, evaluation reference information for each gateway can be determined based on gateway statistics. Then, evaluation calculations are performed based on this reference information to obtain evaluation parameters for each gateway. The evaluation reference information for each gateway includes at least one of the following: response rate score, price score, cooperation score, and overall performance score. The cooperation score assesses the operator's ability to resolve outbound call line issues for each gateway, while the overall performance score assesses the performance of the corresponding outbound call line.

[0033] Step S230: Based on the evaluation parameters and level allocation rules of each gateway, assign multiple gateways to different gateway levels.

[0034] Specifically, multiple gateways can be assigned to different gateway levels (or tiers) based on the magnitude of their corresponding evaluation parameters. Gateway levels can be categorized as Level 1, Level 2, Level 3, etc., with lower level numbers indicating higher levels; for example, Level 1 is higher than Level 2. For instance, the evaluation parameter could be a gateway rating: Gateways A and B belong to Level 1, Gateways C and D to Level 2, Gateways E and F to Level 3, and so on. By assigning multiple gateways to different levels, the gateway level and level number of each gateway can be clearly defined, allowing gateways with higher level numbers to handle more concurrent connections. This incentivizes providers to improve outbound call quality, thereby promoting overall line quality improvement.

[0035] Step S240: Determine the concurrency of each gateway based on the gateway concurrency parameters of each gateway level and the gateway statistics of each gateway.

[0036] For example, the concurrency of each gateway can be calculated based on its response rate and the total concurrency allocated to each gateway level. For instance, given a fixed total concurrency allocated to each gateway level, gateways with higher response rates will be allocated a greater concurrency.

[0037] The method for determining gateway concurrency provided in this disclosure can obtain gateway statistics data for each of multiple gateways, calculate evaluation parameters for each gateway based on these statistics, and then allocate multiple gateways to different levels according to their evaluation parameters and level allocation rules to determine the concurrency of each gateway within each level. This method can replace manual determination of gateway concurrency, enabling a rapid understanding of the current gateway concurrency, thereby reducing labor costs and improving work efficiency. Furthermore, it can reduce the unavoidable errors caused by manual calculations, thus greatly improving the accuracy of determining gateway concurrency.

[0038] The steps of the method for determining the concurrency of a gateway provided in this disclosure, with reference to the accompanying drawings, will be described in detail below:

[0039] In one embodiment of this disclosure, the step S210 may further include: configuring the gateway interface address and obtaining gateway statistics data corresponding to the gateway interface address.

[0040] In this step, configuring the gateway interface address allows you to obtain all gateway statistics data corresponding to that gateway interface address. In other embodiments of this disclosure, configuring different gateway interface addresses allows you to obtain different gateway statistics data corresponding to different gateway interface addresses.

[0041] Optionally, in this step, the server can retrieve the corresponding gateway statistics data based on the configured gateway interface address. The aforementioned gateway interface address can be pre-set in the server. When an operator needs the gateway statistics data corresponding to that gateway interface address, the server can retrieve the corresponding gateway statistics data through the built-in gateway interface address.

[0042] Optionally, in some embodiments, each gateway statistical data point may further include at least call time period, outbound call volume, outbound call success rate, and outbound call duration. Of course, each gateway statistical data point may also include agent transfer rate (the percentage of inbound calls transferred to an agent), outbound success rate, inbound transfer rate (the percentage of inbound calls answered by an agent that are transferred to another agent), average queuing time, average queuing abandonment time, average ringing abandonment time, average response time, agent answer rate, call abandonment rate, and call detail reports from the call center system. This disclosure does not impose any specific limitations on these aspects. Those skilled in the art can obtain gateway statistical data points matching the standards required by different call centers.

[0043] Optionally, after obtaining the aforementioned gateway statistics, these statistics can be uploaded to the call center database. The call center database can store the uploaded gateway statistics and can retrieve the corresponding statistics based on operator control, making it convenient for operators to view. For example, total call volume, total answer volume, and total connected volume can be uploaded to the call center database, with each parameter corresponding to a different customer. That is, the call center database stores the total call volume, total answer volume, and total connected volume for each customer.

[0044] Optionally, in step S220, calculating the evaluation parameters for each gateway based on the gateway statistics of each gateway includes the following steps S310 and S320:

[0045] Step S310: Determine the evaluation reference information for each gateway based on the gateway statistics of each gateway. The evaluation reference information for each gateway includes at least one of the following: response rate score, price score, cooperation score, and comprehensiveness score. The cooperation score is the score for the operator of the outbound call line corresponding to each gateway in solving the problem of the outbound call line. The comprehensiveness score is the score for the outbound call line corresponding to each gateway.

[0046] Step S320: Perform evaluation calculations based on the evaluation reference information of each gateway to obtain the evaluation parameters of each gateway.

[0047] Optionally, if the evaluation reference information for each gateway includes a response rate score, a price score, and a cooperation score, then an evaluation calculation is performed based on the evaluation reference information to obtain the evaluation parameters for each gateway, including: obtaining the weight values ​​corresponding to the response rate score, the price score, and the cooperation score for each gateway respectively; performing a weighted calculation on the response rate score, the price score, and the cooperation score for each gateway based on the weight values ​​corresponding to the response rate score, the price score, and the cooperation score for each gateway, and using the weighted calculation result as the evaluation parameter for each gateway.

[0048] For example, the evaluation parameters of the aforementioned gateway are determined by the following formula:

[0049] Evaluation parameters for each gateway = a×b×100+c×d×100+e+f;

[0050] Where a is the response rate score, b is the weight value corresponding to the response rate score, c is the price score, d is the weight value of the price score, e is the cooperation score, and f is the comprehensiveness score.

[0051] The aforementioned cooperation score refers to a numerical value determined by evaluating the supplier's performance in real time. For example, if the weighting value for the cooperation score is 5%, the cooperation score can be 5 points. Conversely, if the weighting value for the cooperation score is 4%, the cooperation score can be 4 points.

[0052] The comprehensive score refers to a real-time evaluation of the line's performance to determine a numerical value for the comprehensive score. In terms of distance, if the weighting value for the comprehensive score is 5%, then the comprehensive score can be 5 points. Conversely, if the weighting value for the comprehensive score is 4%, then the comprehensive score can be 4 points.

[0053] Optionally, the target gateway refers to any one of multiple gateways. The following description uses the target gateway as an example to illustrate the method for determining the response rate score. The gateway statistics for the target gateway can include the total number of responses and the total number of connected calls. The response rate score for the target gateway is determined as follows: the ratio of the total number of responses to the total number of connected calls is used as the target gateway's response rate; the ratio of the target gateway's response rate to the highest response rate among the multiple gateways is used as the target gateway's response rate score.

[0054] Optionally, the price score is determined by: obtaining the lowest value between the price of the target gateway and the prices of multiple gateways; and using the ratio of the lowest value of the prices of multiple gateways to the price of the target gateway as the price score for each gateway.

[0055] For example, the above 'a' is determined by the following formula:

[0056]

[0057] Where 'a' is the response rate score of the target gateway, 'n1' is the total number of responses from the target gateway, 'n2' is the total number of connections made by the target gateway, and 'k' is the number of connections made by the target gateway. i The response rate of the target gateway is the ratio of the total number of responses to the total number of connected calls, where max(k) is the response rate. i The highest response rate of the target gateway.

[0058] The above 'c' is determined by the following formula:

[0059]

[0060] Where c is the price rating of the target gateway, p i The price of the target gateway within each gateway tier, min(p) i ) is the lowest price of all target gateways within each gateway level, where p is the price of the target gateway.

[0061] Optionally, multiple gateways refer to the gateways included in the target gateway group among multiple gateway groups. The target gateway group refers to any one of the multiple gateway groups. Multiple gateway groups are obtained by classifying the gateways in outbound call lines according to their gateway type. A gateway group refers to either a non-home line gateway group or a home line gateway group.

[0062] The aforementioned gateways can belong to different types. For example, one gateway might be a home gateway, while others might not. Therefore, multiple gateways are divided into different groups, with each group including a group of non-home gateways and at least one group of home gateways. This allows for classification of different gateway groups, making it easier to determine the concurrency of each gateway.

[0063] Optionally, in step S230, assigning multiple gateways to different gateway levels based on the evaluation parameters and level allocation rules for each gateway includes the following steps:

[0064] Step S410: Sort the evaluation parameters of multiple gateways in descending order to obtain the sorting results; Step S420: Assign multiple gateways to different gateway levels according to the sorting results and the level allocation rules.

[0065] Optionally, after step S420, the following steps may also be included: setting the total concurrency of gateways for each gateway level, wherein the gateway level to which the ranking result is higher has a higher gateway concurrency parameter, and the gateway concurrency parameter for each gateway level includes the total concurrency of gateways for each gateway level; determining the concurrency of each gateway based on the total concurrency of gateways for each gateway level and the gateway statistics of each gateway.

[0066] Optionally, determining the concurrency of each gateway based on the total concurrency of the gateways in the gateway level and the gateway statistics of each gateway may include the following steps: obtaining the total number of gateways in the gateway level, the response rate of each gateway, and the sum of the response rates of each gateway within each gateway level; determining the concurrency of each gateway within each gateway level based on the total concurrency of the gateways in the gateway level, the response rate of each gateway, and the sum of the response rates of multiple gateways within each gateway level, wherein the higher the response rate of each gateway within each gateway level, the higher the total concurrency of each gateway within each gateway level, and it shall not exceed a preset threshold.

[0067] Furthermore, determining the concurrency of each gateway within each gateway level based on the total concurrency of each gateway level, the response rate of each gateway, and the sum of the response rates of each gateway within each gateway level also includes the following steps: multiplying the total concurrency of each gateway level by the response rate of each gateway to obtain a multiplication result; and using the ratio of the multiplication result to the sum of the response rates of each gateway within each gateway level as the concurrency of each gateway within each gateway level.

[0068] For example, the concurrency of each gateway within each gateway level can be calculated using the following preset formula:

[0069]

[0070] Where M is the concurrency of any gateway, m is the total concurrency of all gateways within each gateway level, g is a constant, and k is a variable. i Let ∑k be the response rate of the gateway. i The sum of response rates for all gateways within each gateway class, m, is determined by the following formula:

[0071] k = n × l;

[0072] Where l is the allocation ratio for each gateway level, and n is the base number of the required concurrency.

[0073] It should be noted that the base number of concurrent connections to the gateway can be customized by the operator, for example, it can be 2000, 3000, 4000, etc. This disclosure does not impose any specific limitations on the specific value or range. Those skilled in the art can determine different base numbers based on different practical needs.

[0074] As described above, the gateway's concurrency can be determined using the formula. This replaces manual statistics and calculations of gateway data, allowing for a quick understanding of the current gateway's concurrency, thus reducing labor costs and improving work efficiency. Furthermore, it reduces the unavoidable errors associated with manual statistics and calculations, significantly improving the accuracy of determining the gateway's concurrency.

[0075] In one embodiment of this disclosure, the method for determining the concurrency of a gateway may further include the following steps: modifying the concurrency of a gateway by calling the modify concurrency interface based on the concurrency of the gateway within each gateway level.

[0076] The implementation of the above steps is explained in detail below in an exemplary manner.

[0077] like Figure 5 The diagram shown is a flowchart illustrating the method for modifying concurrency provided in an embodiment of this disclosure. Figure 5 The method is executed by the call processing system, specifically by the call center system 120 and the VOS billing system 130 of the call processing system. Figure 5 The method includes the following steps:

[0078] In step 505, the call center system 120 is triggered at a set time.

[0079] Specifically, the call center system 120 can be set to trigger on a scheduled basis, meaning it will be triggered at a pre-set time. For example, it can be triggered daily or every few days.

[0080] In step 510, the call center system 120 responds to a timed trigger to retrieve data from the gateway and send it to the VOS billing system.

[0081] In step 515, the VOS billing system 130 queries the data of the aforementioned gateway;

[0082] In step 520, the VOS billing system 130 determines whether there is any abnormality in the data of the aforementioned gateway. If the billing system determines that there is an abnormality, the VOS billing system 130 sends an alarm message to the operation and maintenance department.

[0083] In this step, before retrieving the gateway's statistical data, the VOS billing system 130 checks for any anomalies in the gateway's data. If an anomaly is found, it sends an alarm message to the operations and maintenance (O&M) department. This improves the stability of the outbound calling system, ensuring that alarm messages are sent to O&M immediately when an anomaly occurs, allowing for timely handling by O&M.

[0084] Optionally, the alarm information mentioned above may be sent to the operation and maintenance system via email or pop-up window by the VOS billing system 130 so that the operation and maintenance system can handle it in a timely manner.

[0085] Specifically, there can be multiple gateways with data, all of which can be stored in the VOS billing system 130. The VOS billing system 130 can then be used to query the data of the gateways stored therein.

[0086] In step 525, if the VOS billing system 130 determines that there is no abnormality, the call center system 120 retrieves the gateway's statistical data based on the gateway's data.

[0087] In this step, if the VOS billing system 130 determines that there are no anomalies, meaning that the gateway's data does not contain any abnormal data, the VOS billing system 130 sends an anomaly-free message to the call center system 120. Upon receiving this message, the call center system 120 responds and retrieves the gateway's statistical data based on the gateway's data. It should be noted that the gateway's statistical data can be sent to the VOS billing system 130 and stored in its database. In some embodiments, the gateway's statistical data can also be directly stored in the call center system 120's database for querying by the VOS billing system 130.

[0088] In step 530, the VOS billing system 130 queries the gateway's statistical data based on the gateway's statistical data.

[0089] In this step, when the gateway's statistical data is stored in the database of the VOS billing system 130, the VOS billing system 130 can directly query the gateway's statistical data, thereby improving the query speed.

[0090] In some embodiments, gateway statistics are stored in the database of call center system 120. When VOS billing system 130 queries gateway data in the database of call center system 120, it needs to send a query request to the database of call center system 120. After receiving the query request, the database of call center system 120 opens the query port and sends a confirmation query message to VOS billing system 130. After receiving the confirmation query message, VOS billing system 130 responds to the message and uses the query port to query the gateway statistics stored in the database of call center system 120.

[0091] In step 535, the VOS billing system 130 determines whether there is any abnormality based on the gateway's statistical data. If the VOS billing system 130 determines that there is an abnormality in the gateway's statistical data, the VOS billing system 130 sends an alarm message to the operation and maintenance department.

[0092] In this step, after obtaining the gateway's statistical data, it's possible to check for any anomalies. If an anomaly is detected, an alarm message is sent to the operations and maintenance (O&M) team. This improves the stability of the outbound calling system, ensuring that alarm messages are sent to O&M immediately when an anomaly occurs, allowing for timely handling.

[0093] Step 540: The call center system 120 categorizes and aggregates the statistical data of each gateway according to groups.

[0094] In this step, the call center system 120 categorizes the gateway statistics into groups so that the statistics for each gateway are categorized into the corresponding group.

[0095] In one embodiment, the call center system 120 groups and categorizes gateway statistics according to preset grouping rules, so that the statistical data of each gateway is assigned to the corresponding group according to the preset grouping rules.

[0096] In step 545, the call center system 120 calculates the evaluation parameters of the gateway within the group.

[0097] In this step, the call center system 120 can calculate the statistical data of each gateway in the group using preset evaluation rules to obtain the evaluation parameters of each gateway in the group.

[0098] In step 550, the call center system 120 determines whether the gateway within the group is a home gateway group. If the call center system 120 determines that the gateway within the group is a home gateway group, then step 565 is executed.

[0099] In this step, the call center system 120 determines whether the gateway in the group belongs to the home gateway group to distinguish whether the gateway belongs to different gateway groups, and then calculates the concurrency of the gateway in that group according to the distinguished gateway group.

[0100] It should be noted that gateway groups can be categorized into home gateway groups and traditional gateway groups. The home gateway group refers to a group where, when the call center system 120 makes an outbound call, the number displayed on the customer's communication device is from the province where the customer's communication device is registered. The traditional gateway group, on the other hand, refers to a group where, when the call center system 120 makes an outbound call, the number displayed on the customer's communication device may not necessarily be from the province where the customer's communication device is registered; that is, a number from another province may appear.

[0101] In step 555, if the call center system 120 determines that the gateway in the group does not belong to the home gateway group, then calculate the call volume of all home gateways yesterday.

[0102] In this step, when the call center system 120 determines that the gateway in the group does not belong to the home gateway group, that is, the gateway in the group belongs to the traditional gateway group, the call center system 120 calculates the call volume of all home gateways yesterday.

[0103] In step 560, the call center system 120 calculates the required concurrency for the group of gateways.

[0104] In this step, the call center system 120 calculates the required concurrency for the group of gateways according to preset calculation rules. It should be noted that after grouping the gateways, the required concurrency for each gateway within a group is not the same. Therefore, the call center system 120 needs to calculate the required concurrency for each gateway within each group.

[0105] In step 565, the call center system 120 calculates the required concurrency for each gateway according to the hierarchical allocation rules of the group of gateways.

[0106] In step 570, the call center system 120 determines whether the concurrency needs to be adjusted based on the concurrency required for each gateway. If the call center system 120 determines that the concurrency does not need to be adjusted, the above process ends.

[0107] In this step, the call center system 120 determines whether the concurrency needs to be adjusted and can adjust the required concurrency in real time according to different business needs, thereby adapting to different business requirements.

[0108] In step 575, if the call center system 120 determines that the concurrency needs to be adjusted, the call center system 120 calls the interface to modify the concurrency.

[0109] In this step, after determining that the concurrency needs to be adjusted, the call center system 120 can call the modify concurrency interface in the call center system 120 to modify the concurrency.

[0110] In step 580, the call center system 120 modifies the concurrency level.

[0111] It should be noted that the gateway data mentioned above can include gateway name and gateway type, or it can include either gateway name or gateway type. Gateway type, categorized by line, can include telemarketing lines, home area lines, and traditional lines. Gateway names can be categorized by province and city; for example, gateway names could include Chongqing Gateway 1, Guangzhou Gateway 2, Beijing Gateway 3, etc. It is understood that both the gateway type and gateway name can be pre-defined, allowing for different gateway names and types to be defined for identification when performing different functions and services.

[0112] In one embodiment of this disclosure, taking a target gateway as an example, the target gateway can be any one of multiple gateways. The method for determining the concurrency of the gateway described above may further include the following steps: Figure 6 As shown, the specific contents include the following:

[0113] Step S610: Determine whether the target gateway group is the home area line gateway group;

[0114] Step S620: If the target gateway group is a home line gateway group, then determine the total number of concurrent gateways required by the target gateway group based on the call volume of the target gateway group on the previous day.

[0115] Step S630: If the target gateway group is not the home line gateway group, then determine the total concurrent gateway capacity of the target gateway group according to the preset total concurrent gateway capacity.

[0116] As described above, the system determines whether the required gateway concurrency needs adjustment by checking if the group belongs to the home gateway group. If it is determined that the current required gateway concurrency needs adjustment, the concurrency of the gateways within each gateway level is calculated based on the current gateway data within each gateway level. This improves the flexibility of the calculation, allowing for batch modification of gateway concurrency based on business needs.

[0117] like Figure 7 As shown in the figure, this disclosure also provides a device 700 for determining the concurrency of a gateway. The device 700 for determining the concurrency of a gateway may include an acquisition module 710, a determination module 720, and an allocation module 730. The acquisition module 710 is used to retrieve gateway statistics data for each of a plurality of gateways. The plurality of gateways are connected to a plurality of outbound call lines, and the gateway statistics data of any one gateway represents the statistical data generated when performing work tasks through the outbound call line of any one gateway. The determination module 720 is used to calculate the evaluation parameters of each gateway based on the gateway statistics data of each gateway. The allocation module 730 is used to allocate the plurality of gateways to different gateway levels based on the evaluation parameters of each gateway and the level allocation rules. The determination module 720 is also used to determine the concurrency of each gateway based on the gateway concurrency parameters of the gateway level to which each gateway belongs and the gateway statistics data of each gateway.

[0118] It should be noted that the embodiment of the device 700 for determining the concurrency of a gateway provided in this application can be used to execute the processing flow of the embodiment of the method for determining the concurrency of a gateway in the above embodiment. Its function will not be repeated here, but can be referred to the detailed description of the above method embodiment.

[0119] As described above, the device 700 for determining the concurrency of a gateway provided in this application obtains gateway statistics data for each of multiple gateways and calculates evaluation parameters for each gateway based on these statistics. Then, based on these evaluation parameters and a ranking system, the device assigns multiple gateways to different ranking levels to determine the concurrency of each gateway. This replaces manual determination of gateway concurrency, allowing for a quick understanding of the current gateway concurrency, thus reducing labor costs and improving work efficiency. Furthermore, it reduces the unavoidable errors caused by manual calculations, thereby greatly improving the accuracy of determining gateway concurrency.

[0120] Figure 8 This is a block diagram of an electronic device 800 provided in an exemplary embodiment of this application.

[0121] Reference Figure 8 The electronic device 800 includes one or more processors 810 and memory resources represented by memory 820 for storing instructions executable by the processors 810, such as application programs. The application programs stored in memory 820 may include one or more modules, each corresponding to a set of instructions. Furthermore, the processor is configured to execute instructions to perform the aforementioned method for determining the concurrency of the gateway.

[0122] Electronic device 800 may also include a power supply component configured to perform power management of electronic device 800, a wired or wireless network interface configured to connect electronic device 800 to a network, and an input / output (I / O) interface. Electronic device 1100 can be operated based on an operating system stored in memory 820, such as Windows Server. TM Mac OSX TM Unix TM Linux TM FreeBSD TM Or similar.

[0123] A non-transitory computer-readable storage medium, when the instructions in the storage medium are executed by the processor 810 of the aforementioned electronic device 800, enables the electronic device 800 to perform a method for determining the concurrency of a gateway, comprising: acquiring gateway statistics data for each of a plurality of gateways, calculating evaluation parameters for each of the plurality of gateways based on the gateway statistics data, and then allocating the plurality of gateways to different levels based on the evaluation parameters of each gateway and a level allocation rule to determine the concurrency of each gateway within each gateway level.

[0124] All of the above-mentioned optional technical solutions can be combined in any way to form optional embodiments of this application, and will not be described in detail here.

[0125] Those skilled in the art will recognize that the units and algorithm steps of the various examples described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of this application.

[0126] Those skilled in the art will understand that, for the sake of convenience and brevity, the specific working processes of the systems, devices, and units described above can be referred to the corresponding processes in the foregoing method embodiments, and will not be repeated here.

[0127] In the several embodiments provided in this application, it should be understood that the disclosed systems, apparatuses, and methods can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for instance, the division of units is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces; the indirect coupling or communication connection between apparatuses or units may be electrical, mechanical, or other forms.

[0128] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs. Furthermore, the functional units in the various embodiments of this application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

[0129] If the aforementioned functions are implemented as software functional units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or a portion of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of this application. The aforementioned storage medium includes various media capable of storing program verification codes, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0130] It should be noted that in the description of this application, the terms "first," "second," "third," etc., are used for descriptive purposes only and should not be construed as indicating or implying relative importance. Furthermore, in the description of this application, unless otherwise stated, "a plurality of" means two or more.

[0131] The above description is merely a preferred embodiment of this application and is not intended to limit this application. Any modifications or equivalent substitutions made within the spirit and principles of this application should be included within the protection scope of this application.

Claims

1. A method for determining the concurrency of a gateway, characterized in that, include: For the target gateway group, perform the following steps at a preset cycle: Obtain gateway statistics data for each gateway in the target gateway group. The multiple gateways are connected to multiple outbound call lines. The gateway statistics data for any one gateway are used to represent the statistics generated when the outbound call line of any one gateway performs a call service task. The statistics data include at least one of total number of calls, total number of answers, and total number of connections. The evaluation parameters of each gateway are calculated based on the gateway statistics of each gateway. For each gateway, the evaluation parameters are used to reflect the service performance of the gateway when providing services for the corresponding outbound call lines. Based on the evaluation parameters and level allocation rules of each gateway, the multiple gateways are assigned to different gateway levels; Based on the concurrency base of the target gateway group and the allocation ratio of gateway levels, determine the gateway concurrency parameters for each gateway level; The concurrency of each gateway is determined based on the gateway concurrency parameters of each gateway level and the gateway statistics of each gateway.

2. The method according to claim 1, characterized in that, The step of calculating the evaluation parameters for each gateway based on the gateway statistics of each gateway includes: Evaluation reference information for each gateway is determined based on gateway statistics. The evaluation reference information for each gateway includes at least one of the following: response rate score, price score, cooperation score, and comprehensiveness score. The cooperation score is a score for the operator of the outbound call line corresponding to each gateway in resolving the problems of the outbound call line, and the comprehensiveness score is a score for the outbound call line corresponding to each gateway. Evaluation parameters for each gateway are obtained by performing evaluation calculations based on the evaluation reference information of each gateway.

3. The method according to claim 2, characterized in that, The evaluation reference information for the target gateway among the plurality of gateways includes response rate score, price score, and cooperation score. The evaluation calculation based on the evaluation reference information yields evaluation parameters for each gateway, including: Obtain the weight values ​​corresponding to the response rate score, price score, and cooperation score of the target gateway respectively; Based on the weight values ​​corresponding to the response rate score, price score, and cooperation score of the target gateway, a weighted calculation is performed on the response rate score, price score, and cooperation score of the target gateway, and the weighted calculation result is used as the evaluation parameter of the target gateway.

4. The method according to claim 3, characterized in that, The gateway statistics for the target gateway include the total number of responses and the total number of connected calls. The response rate score for the target gateway is determined as follows: The ratio of the total number of responses from the target gateway to the total number of connected calls is taken as the response rate of the target gateway; The ratio of the response rate of the target gateway to the highest response rate among multiple gateways is used as the response rate score of the target gateway. The price score of the target gateway is determined as follows: Obtain the lowest value between the price of the target gateway and the prices of the plurality of gateways; The ratio of the lowest price of the multiple target gateways to the price of the target gateway is used as the price score for each gateway.

5. The method according to claim 4, characterized in that, The target gateway group refers to any one of multiple gateway groups; the multiple gateway groups are obtained by classifying each gateway in the outbound call line according to the gateway type. A gateway group refers to a non-home line gateway group or a home line gateway group.

6. The method according to claim 5, characterized in that, The method further includes: Determine whether the target gateway group is a home network gateway group; If the target gateway group is a home line gateway group, then the total number of concurrent gateways required for the target gateway group is determined based on the call volume of the target gateway group on the previous day. If the target gateway group is not the home line gateway group, then the total concurrent gateway capacity of the target gateway group is determined according to the pre-set total concurrent gateway capacity.

7. The method according to claim 1, characterized in that, The process of assigning the multiple gateways to different gateway levels based on the evaluation parameters and level allocation rules for each gateway includes: The evaluation parameters of the multiple gateways are sorted in descending order to obtain the sorting result; The multiple gateways are assigned to different gateway levels according to the sorting results and the level allocation rules; The step of determining the concurrency of each gateway based on the gateway concurrency parameters of each gateway level and the gateway statistics of each gateway includes: Obtain the gateway concurrency parameter for each gateway level. The gateway concurrency parameter includes the total number of gateways concurrency; wherein, the gateway level to which the ranking result is higher has a higher gateway concurrency parameter. The concurrency of each gateway is determined based on the total concurrency of the gateway at the gateway level to which each gateway belongs and the gateway statistics of each gateway.

8. The method according to claim 7, characterized in that, The step of determining the concurrency of each gateway based on the total concurrency of the gateway at the gateway level of each gateway and the gateway statistics of each gateway includes: Obtain the total concurrency of each gateway at each gateway level, the response rate of each gateway, and the sum of the response rates of each gateway within each gateway level; The concurrency of each gateway within each gateway level is determined based on the total concurrency of each gateway in the gateway level, the response rate of each gateway, and the sum of the response rates of each gateway within each gateway level; wherein, the higher the response rate of each gateway within each gateway level, the higher the total concurrency of each gateway within each gateway level, and the higher the total concurrency of each gateway within each gateway level, but not exceeding a preset threshold.

9. The method according to claim 8, characterized in that, The step of determining the concurrency of each gateway within each gateway level based on the total concurrency of each gateway at that gateway level, the response rate of each gateway, and the sum of the response rates of each gateway within each gateway level includes: The total concurrency of each gateway at its respective gateway level is multiplied by the response rate of each gateway to obtain the multiplication result. The ratio of the multiplication result to the sum of the response rates of each gateway within each gateway level is taken as the concurrency of each gateway within each gateway level.

10. An apparatus for determining the concurrency of a gateway, characterized in that, include: For the target gateway group, the device performs the following steps at a preset cycle: The acquisition module acquires gateway statistics data for each gateway in the target gateway group. The multiple gateways are connected to multiple outbound call lines. The gateway statistics data for any one gateway are used to represent the statistics data generated when performing call service tasks through the outbound call lines of that gateway. The statistics data include at least one of total number of calls, total number of answers, and total number of connections. The determination module is used to calculate the evaluation parameters of each gateway based on the gateway statistics of each gateway. For each gateway, the evaluation parameters of the gateway are used to reflect the service performance of the gateway when providing services for the corresponding outbound call lines. The allocation module is used to allocate the multiple gateways to different gateway levels based on the evaluation parameters and level allocation rules of each gateway; The determining module is further configured to determine the gateway concurrency parameters for each gateway level based on the concurrency base of the target gateway group and the allocation ratio of gateway levels; and to determine the concurrency of each gateway based on the gateway concurrency parameters of the gateway level to which each gateway belongs and the gateway statistics of each gateway.

11. An electronic device, characterized in that, include: One or more processors; Memory, used to store one or more programs. Wherein, when the one or more programs are executed by the one or more processors, the one or more processors implement the method of any one of claims 1 to 9.

12. A storage medium, characterized in that, It stores executable instructions that, when executed by a processor, cause the processor to implement the method of any one of claims 1 to 9.

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