Method for communicating connection and apparatus and electronic device thereof

Abstract

The application provides a communication connection method and device and electronic equipment, the method comprises the following steps: initiating a communication request to a client based on a target service type; determining an evaluation parameter of each customer service in a corresponding customer service group according to a first priority coefficient of the corresponding customer service group and a strategy parameter of each customer service in the customer service group, wherein the strategy parameter of each customer service is obtained according to a routing strategy of the corresponding customer service group of the target service type; determining a communication priority of each customer service in the corresponding customer service group of the target service type according to the evaluation parameter of each customer service; and establishing a communication connection between the client and a customer service device corresponding to a target customer service according to the communication priority. The application can effectively improve the adverse effects such as low service level caused by uneven distribution of customer lists.

Description

Technical Field

[0001] This application relates to the field of communication technology, specifically to a method, apparatus, and electronic device for communication connection. Background Technology

[0002] A call center system is a system that facilitates communication and transactions via VoIP. Because VoIP costs only 10-20% of traditional telephone rates, call center systems are widely used by businesses such as banks, financial institutions, and insurance companies for outbound calling activities like telemarketing and follow-up calls. These services typically automatically match clients with appropriate customer service representatives. However, uneven distribution of customer lists often leads to unreasonable resource allocation during this automatic matching process. Summary of the Invention

[0003] In view of this, this application provides a method, apparatus and electronic device for communication connection, which solves the problem of unreasonable resource allocation caused by uneven distribution of customer lists.

[0004] The first aspect of this application provides a method for establishing a communication connection, the method comprising: initiating a communication request to a client based on a target service type; determining an evaluation parameter for each customer service representative in the corresponding customer service group based on a first priority coefficient of the customer service group corresponding to the target service type and a strategy parameter for each customer service representative in the customer service group, wherein the strategy parameter for each customer service representative is obtained according to the routing strategy of the customer service group corresponding to the target service type; determining the communication priority of each customer service representative in the customer service group corresponding to the target service type based on the evaluation parameter for each customer service representative; and establishing a communication connection between the client and the customer service device corresponding to the target customer service representative based on the communication priority.

[0005] In one specific embodiment of the first aspect of this application, the above-mentioned determination of the evaluation parameters of each customer service representative in the corresponding customer service group based on the first priority coefficient of the customer service group corresponding to the target business type and the strategy parameters of each customer service representative in the customer service group includes: determining the strategy score of each customer service representative in the corresponding customer service group based on the first priority coefficient of the customer service group corresponding to the target business type and the strategy parameters of each customer service representative in the customer service group; and determining the evaluation parameters of each customer service representative in the corresponding customer service group based on the strategy score of each customer service representative.

[0006] In one specific embodiment of the first aspect of this application, if the routing strategy includes a maximum value priority type routing strategy, the above-mentioned determination of the evaluation parameters of each customer service representative in the corresponding customer service group based on the strategy score of each customer service representative includes: calculating the evaluation parameters of each customer service representative in the corresponding customer service group based on the sum of the products of the strategy score of each customer service representative and the second priority coefficient of the routing strategy.

[0007] In one specific embodiment of the first aspect of this application, if the routing strategy includes a minimum-value priority type routing strategy, the above-mentioned determination of the evaluation parameters of each customer service representative in the corresponding customer service group based on the strategy score of each customer service representative includes: calculating the evaluation parameters of each customer service representative in the corresponding customer service group based on the sum of the products of the reciprocal of the strategy score of each customer service representative and the second priority coefficient of the routing strategy.

[0008] In one specific embodiment of the first aspect of this application, the maximum value priority routing strategy includes one or more of the following: maximum idle priority strategy, skill value priority strategy, and service level priority strategy. The aforementioned determination of the strategy score for each customer service representative in the customer service group based on the first priority coefficient of the customer service group corresponding to the target service type and the strategy parameters of each customer service representative in the customer service group includes: calculating the strategy score for each customer service representative in the corresponding customer service group based on the product of the first priority coefficient of the customer service group corresponding to the target service type and the strategy parameters of each customer service representative in the customer service group. The strategy parameter corresponding to the maximum idle priority strategy is the first timestamp when switching to the ready state; the strategy parameter corresponding to the skill value priority strategy is the skill value; and the strategy parameter corresponding to the service level priority strategy is the service level score.

[0009] In a specific embodiment of the first aspect of this application, if the routing policy of the minimum value priority class includes the minimum answer priority policy, and the policy parameters corresponding to the minimum answer priority policy are the number of calls connected and the second timestamp when switching to the ready state, the above-mentioned determination of the policy score of each customer service representative in the corresponding customer service group based on the first priority coefficient of the customer service group corresponding to the target service type and the policy parameters of each customer service representative in the customer service group includes: multiplying the first priority coefficient of the customer service group corresponding to the target service type, the second timestamp corresponding to each customer service representative and the preset coefficient of the second timestamp, and then summing them with the number of calls connected to calculate the policy score of each customer service representative in the corresponding customer service group.

[0010] In one specific embodiment of the first aspect of this application, the highest bit of the product of the preset coefficient and the second timestamp is not greater than the highest bit of the number of connection attempts.

[0011] In one specific embodiment of the first aspect of this application, the above-mentioned determination of the communication priority of each customer service representative in the customer service group corresponding to the target business type based on the evaluation parameters of each customer service representative includes: if at least two customer service representatives have the same evaluation parameters, then the communication priority of at least two customer service representatives is determined based on the numerical value of the strategy scores of at least two customer service representatives.

[0012] A second aspect of this application provides a communication connection apparatus, comprising an initiating module, a determining module, and an connecting module. The initiating module initiates a communication request to a client based on a target service type. The determining module determines the evaluation parameters of each customer service representative in the corresponding customer service group based on a first priority coefficient of the customer service group corresponding to the target service type and the policy parameters of each customer service representative in the group. The policy parameters of each customer service representative are obtained according to the routing policy of the customer service group corresponding to the target service type. The module determines the communication priority of each customer service representative in the customer service group corresponding to the target service type based on the evaluation parameters of each customer service representative. The connecting module establishes a communication connection between the client and the customer service device corresponding to the target customer service representative based on the communication priority.

[0013] A third aspect of this application provides an electronic device including a memory and a processor. The memory stores computer-executable instructions. The processor executes the computer-executable instructions to implement a communication connection method as described in any of the first aspects of this application.

[0014] A fourth aspect of this application provides a computer-readable storage medium having executable instructions stored thereon. When executed by a processor, the executable instructions implement a communication connection method as described in any of the first aspects of this application.

[0015] According to the technical solution provided in this application, by taking into account the first priority coefficient of the customer service group and the strategy parameters of each customer service representative while determining the evaluation parameters of each representative, the communication priority remains unaffected even when the outbound call task supports multiple customer service groups, ensuring good compatibility. Furthermore, by determining the communication priority of each customer service representative based on the value of their evaluation parameters, answering tasks can be allocated to different customer service devices according to their communication priorities. This provides a more scientific and comprehensive method for communication connections, achieving the fairest possible allocation of customer service resources, improving service levels, ensuring marketing quality, and effectively mitigating the negative impacts of uneven customer list distribution caused by the original single routing strategy, such as low service levels or poor marketing results. Attached Figure Description

[0016] Figure 1 The diagram shown is a flowchart illustrating a communication connection method according to an embodiment of this application.

[0017] Figure 2 The diagram shown is a flowchart illustrating a communication connection method according to another embodiment of this application.

[0018] Figure 3 The diagram shown is a flowchart illustrating a communication connection method according to another embodiment of this application.

[0019] Figure 4The diagram shown is a flowchart illustrating a communication connection method according to another embodiment of this application.

[0020] Figure 5 The diagram shown is a flowchart illustrating a communication connection method according to another embodiment of this application.

[0021] Figure 6 The diagram shown is a block diagram of a communication connection device provided in an embodiment of this application.

[0022] Figure 7 The diagram shown is a block diagram of a call center system provided in an embodiment of this application.

[0023] Figure 8 The diagram shown is a structural schematic of a call center system provided in an embodiment of this application.

[0024] Figure 9 The diagram shown is a block diagram of an electronic device provided in one embodiment of this application. Detailed Implementation

[0025] 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.

[0026] Voice network communication is a communication method based on the Internet. In this method, the voice communication between people is encoded from analog signals into digital signals and transmitted to the other end via the Internet Protocol (IP) network. The other end receives, decodes, and plays the signal. VoIP, based on this voice network communication, is billed in the form of data usage, while traditional telephone calls are billed in the form of call charges. Comparatively, VoIP rates are typically only 10% to 20% of traditional telephone rates.

[0027] In outbound calling tasks for companies such as banks, financial institutions, and insurance companies, the number of customers to be called is typically very large, ranging from hundreds of thousands to even millions. Due to the relatively low cost of VoIP, call center systems, which facilitate communication and transactions via VoIP, are widely used in the outbound calling tasks of many enterprises. Call center systems can provide telephone response services such as consultation, sales, or emergency response, which can be provided by humans and / or automated systems. Predictive outbound calling is a method for call center systems to perform bulk outbound calls. This method effectively filters invalid numbers, assigns connected calls to customer service equipment, and allows customer service representatives to communicate with customers immediately upon answering the phone, greatly improving work efficiency.

[0028] However, for example, in the current common predictive outbound calling, once a communication connection is established between a customer service device and a client, regardless of the duration of the call, the customer list becomes the resource of that customer service representative after the call ends. As a result, there is a situation where customer service representatives compete for customer lists in order to maximize their own performance. This leads to a failure to communicate in depth with customers, resulting in uneven distribution of customer lists, low service levels, or poor marketing results.

[0029] To at least address the aforementioned problems, at least one embodiment of this application provides a method, apparatus, and electronic device for communication connection. In this embodiment, by simultaneously considering the first priority coefficient of the customer service group and the strategy parameters of each customer service representative when determining the evaluation parameters, and by determining the communication priority of each customer service representative based on the value of their evaluation parameters, answering tasks can be allocated to different customer service devices according to their communication priorities. This improves upon the negative impacts caused by uneven distribution of customer lists, such as low service levels or poor marketing results, and provides a more scientific and comprehensive method for communication connection. This achieves the fairest possible allocation of customer resources, resulting in improved service levels and guaranteed marketing quality. Detailed descriptions follow.

[0030] Figure 1 The diagram shown is a flowchart illustrating a communication connection method according to an embodiment of this application. The executing entity of this method can be any device capable of performing the method, such as a processor or controller. Taking a processor as an example, the executing entity of this method... Figure 1 As shown, the method includes the following steps.

[0031] S110: Initiate a communication request to the client based on the target business type.

[0032] It should be noted that the target business type can be a business type with a large number of customers requiring calls, including but not limited to follow-up calls or telemarketing. The client can be an electronic device used by customers in the customer list, such as a mobile phone or smartwatch.

[0033] S120: Determine the evaluation parameters for each customer service representative in the target service type based on the first priority coefficient of the customer service group and the strategy parameters of each representative in the group. The strategy parameters for each representative are obtained based on the routing strategy of the customer service group corresponding to the target service type.

[0034] Specifically, the same target service type can correspond to one or more customer service groups, and each customer service group can have a priority attribute. For any customer service representative in a ready state, the processor can determine the first priority coefficient of the customer service group to which the representative belongs, determine the policy parameters of the representative based on the routing policy corresponding to the customer service group, and then determine the evaluation parameters of the representative by combining the first priority coefficient of the customer service group corresponding to the target service type and the policy parameters of the representative.

[0035] It should be noted that the calculation method for determining the evaluation parameters of each customer service representative can be the same across different customer service groups. The strategy parameters for different customer service representatives can be the same or different. In some embodiments, the calculation method for determining the evaluation parameters of a particular customer service representative can be to multiply the first priority coefficient by the strategy parameters of that customer service representative under each routing strategy and then sum them. In other embodiments, the calculation method for determining the evaluation parameters of a particular customer service representative can also be to first add the strategy parameters of that customer service representative under each routing strategy and then multiply them by the first priority coefficient. It should be understood that the calculation method for determining the evaluation parameters of each customer service representative can also be specifically designed according to the different strategy parameters of each customer service representative, and this application does not impose specific limitations on this. The evaluation parameters of different customer service representatives can be determined simultaneously or sequentially according to the order in which they are in the ready state. The communication connection method implements related control functions through software and hardware devices to achieve the purpose of customer service.

[0036] Routing strategies are methods for allocating call traffic based on different matching conditions, matching modes, or strategies. There can be one or more routing strategies. The configuration items corresponding to the routing strategy of any customer service group can have multiple candidate routing strategies for the user to choose from. For any customer service group, the routing strategy for that group can be selected by the user from multiple candidate routing strategies based on the requirements of different outbound call tasks. Routing strategies can also be adjusted according to different user needs. For example, if a user needs to adjust the routing strategy during the execution of an outbound call task, they can first pause the task on the outbound call task management page, and then reselect from the multiple candidate routing strategies corresponding to the customer service group on the customer service group management page. This allows users to adjust the customer service group's routing strategy at any time based on the progress of the outbound call task, such as customer feedback, which helps to achieve a more balanced distribution of customer service personnel while ensuring service quality. It should be understood that users can be call center system administrators or users, or staff from the business side, etc. Multiple candidate routing strategies include, but are not limited to, any combination of the maximum idle priority strategy, skill value priority strategy, service level priority strategy and minimum answer priority strategy, and may further include other routing strategies such as connection rate priority strategy. This application does not specifically limit this.

[0037] S130: Determine the communication priority of each customer service representative in the customer service group corresponding to the target business type based on the evaluation parameters of each customer service representative.

[0038] Specifically, the processor can sort customer service representatives according to their evaluation parameters in descending or ascending order to determine their communication priorities. In some embodiments, if the customer service representatives are Customer Service A, Customer Service B, and Customer Service C, and their communication priorities are in descending order as Customer Service A, Customer Service B, and Customer Service C, and if a new customer service representative D is added, and the evaluation parameter value of Customer Service D falls between that of Customer Service B and Customer Service C, then the communication priorities of all customer service representatives are updated to Customer Service A, Customer Service B, Customer Service D, and Customer Service C.

[0039] S140: Establish a communication connection between the client and the customer service device corresponding to the target customer service representative based on communication priority.

[0040] It should be noted that each customer service representative has a unique identification code, each customer service representative can correspond to a customer service account, each customer service account corresponds to a customer service terminal, and each customer service terminal logs in on a customer service device and answers voice service calls. In other words, each customer service representative has a corresponding customer service device. Specifically, the target customer service representative can be the one with the highest communication priority among all customer service representatives. After the target customer service representative is identified, the processor can initiate a communication request to the customer service device corresponding to the target customer service representative. After the target customer service representative answers, a communication connection is established between the client and the customer service device corresponding to the target customer service representative.

[0041] According to the technical solution provided in this application, by simultaneously considering the first priority system of the customer service group and the strategy parameters of each customer service representative when determining the evaluation parameters of each representative, the communication priority remains unaffected even when the outbound call task supports multiple customer service groups answering calls, ensuring good compatibility. Furthermore, by determining the communication priority of each customer service representative based on the value of their evaluation parameters, answering tasks can be allocated to customer service devices according to their communication priorities. This provides a more scientific and comprehensive method for communication connections, achieving the fairest possible allocation of customer resources, improving service levels, and ensuring marketing quality. It effectively avoids situations where customer lists become resources for customer service representatives after a call is disconnected, leading to competition for lists to maximize performance. It also effectively mitigates negative impacts such as low service levels caused by uneven distribution of customer lists.

[0042] Figure 2 The diagram shown is a flowchart illustrating a communication connection method according to another embodiment of this application. Figure 2 The embodiment shown is Figure 1 A variation of the illustrated embodiment. For example... Figure 2 As shown, with Figure 1 The difference in the illustrated embodiment is that steps S121 to S122 can be... Figure 1 An exemplary implementation of step S120 in the illustrated embodiment.

[0043] S121: Determine the strategy score for each customer service representative in the corresponding customer service group based on the first priority coefficient of the customer service group corresponding to the target business type and the strategy parameters of each customer service representative in the customer service group.

[0044] Specifically, for all routing policies in each customer service representative, the policy score for each customer service representative can be determined based on the first priority coefficient of the customer service group corresponding to the target business type and the policy parameters of each customer service representative under each routing policy.

[0045] For example, assuming the routing policy includes routing policy 1, the processor determines the policy score of customer service representative A based on the first priority coefficient of the customer service group corresponding to the target service type and the policy parameters of each customer service representative under routing policy 1. Assuming the routing policy includes both routing policy 1 and routing policy 2, the processor determines the policy score of customer service representative A under routing policy 1 based on the first priority coefficient of the customer service group corresponding to the target service type and the policy parameters of each customer service representative under routing policy 1, and the processor determines the policy score of customer service representative A under routing policy 2 based on the first priority coefficient of the customer service group corresponding to the target service type and the policy parameters of each customer service representative under routing policy 2. It should be understood that the method for determining the policy scores of other customer service representatives is similar to the method for determining the policy score of customer service representative A, and will not be elaborated here.

[0046] S122: Determine the evaluation parameters for each customer service representative in the corresponding customer service group based on their strategy score.

[0047] Specifically, for each individual customer service representative, the evaluation parameters can be determined based on their strategy score, and in this way, the evaluation parameters for each customer service representative can be finally determined.

[0048] For example, if there is only one routing policy, assuming that the routing policy only includes routing policy 1, then the policy score of customer service A, or the reciprocal of that policy score, can be determined as the evaluation parameter of customer service A. If there are multiple routing policies, assuming that the routing policies include routing policy 1 and routing policy 2, in some embodiments, the policy score of customer service A under routing policy 1 can be summed with the policy score of customer service A under routing policy 2 to obtain the evaluation parameter of customer service A. In other embodiments, the policy score of customer service A under routing policy 1 and the policy score of customer service A under routing policy 2 can be further combined with the second priority coefficient of routing policy 1 and the second priority coefficient of routing policy 2 to obtain the evaluation parameter of customer service A. It should be understood that the method for determining the evaluation parameters of other customer service representatives is similar to the method for determining the evaluation parameter of customer service A, and will not be repeated here.

[0049] According to the technical solution provided in the embodiments of this application, by determining the strategy score of each customer service representative, and then further determining the evaluation parameters of each customer service representative based on their strategy score, the evaluation parameters of each customer service representative comprehensively consider their strategy score, making the allocation of customer service representatives in this method more scientific and reasonable, and taking into account the issues more comprehensively.

[0050] In at least one embodiment of this application, the above-described S130 includes the following step S131.

[0051] S131: If at least two customer service representatives have the same evaluation parameters, the communication priority of the at least two customer service representatives shall be determined according to the numerical value of their strategy scores.

[0052] Specifically, when there are multiple routing policies and at least two customer service representatives have the same evaluation parameters, the communication priority of these at least two customer service representatives can be further determined by comparing their policy scores sequentially according to the second priority coefficient of the routing policies, until the communication priority of the at least two customer service representatives is determined. It should be understood that when the second priority coefficients of different routing policies are all the same, the order in which the at least two customer service representatives are contacted can be randomized.

[0053] For example, suppose the routing policies include routing policy 1 and routing policy 2, and the evaluation parameters for customer service representative A and customer service representative B are both 20. The second priority coefficient of routing policy 1 is greater than the second priority coefficient of routing policy 2. If, under routing policy 1, customer service representative A has a policy score of 10 and customer service representative B has a policy score of 15, then, if they are arranged in descending order, customer service representative B can be placed before customer service representative A. It should be noted that before step S131, it can be determined whether there are at least two customer service representatives with the same evaluation parameter. If so, step S131 is executed to determine the communication priority of at least two customer service representatives. For other customer service representatives with different evaluation parameters, the communication priority of each customer service representative is directly determined in descending or ascending order. If not, the communication priority of each customer service representative can be directly determined in descending or ascending order.

[0054] It should also be noted that the second priority coefficient for different routing strategies can be configured by the user through the system, and is generally defined by the business side based on the outbound call task. In different business scenarios, the second priority coefficient for different routing strategies can be configured differently. For example, for telemarketing, due to high staff turnover, the second priority coefficient for the skill value priority strategy and the service level priority strategy can be set higher than the second priority coefficient for the maximum idle time priority strategy, and also higher than the second priority coefficient for the minimum answer time priority strategy. For follow-up calls, since service level is more emphasized, the second priority coefficient for the service level priority strategy can be set higher than the second priority coefficient for routing strategies such as the skill value priority strategy.

[0055] In this embodiment, when at least two customer service representatives have the same evaluation parameters, the communication priority of at least two customer service representatives is further determined based on the numerical value of their strategy scores. This allows the customer to be given priority access to the customer service representative with the higher strategy score from among the at least two customer service representatives with the same evaluation parameters. This avoids the situation where the communication priority of at least two customer service representatives cannot be accurately determined due to their identical evaluation parameters, and is conducive to providing better service to customers.

[0056] Figure 3 The diagram shown is a flowchart illustrating a communication connection method according to another embodiment of this application. Figure 3 The embodiment shown is Figure 2 A variation of the illustrated embodiment. If the routing policy includes a maximum value priority type routing policy, the maximum value priority type routing policy includes one or more of the following: maximum idle priority policy, skill value priority policy, and service level priority policy. Figure 3 As shown, with Figure 2The difference in the illustrated embodiment is that step S1211 is an exemplary implementation of step S121.

[0057] S1211: Calculate the strategy score for each customer service representative in the corresponding customer service group based on the first priority coefficient of the customer service group corresponding to the target business type and the product of the strategy parameters of each customer service representative in the customer service group.

[0058] It's important to note that each customer service representative's strategy parameter represents a variable value under their respective routing strategy. For example, suppose the routing strategies include a skill-first strategy and a service-level-first strategy, and the first priority coefficient for a customer service group is 2. If customer service representative A's strategy parameter (i.e., skill value) is 10, then under the skill-first strategy, customer service representative A's strategy score is 2 × 10 = 20. If customer service representative A's strategy parameter (i.e., service-level-first score) is 5, then under the service-level-first strategy, customer service representative A's strategy score is 2 × 5 = 10.

[0059] For example, suppose the routing policy is the maximum idle priority policy. The policy parameter corresponding to the maximum idle priority policy can be the first timestamp when switching to the ready state, and the first priority coefficient of the customer service group corresponding to the target service type is 3. If the first timestamp of customer service A is 60 seconds, then the policy score corresponding to customer service A is 3 × 60 = 180.

[0060] It should also be noted that the maximum value priority routing strategy is a routing strategy that prioritizes the maximum value.

[0061] For example, the maximum idle time priority strategy prioritizes customer service representatives with longer idle times to serve customers. The current random allocation method has a 50% probability that a representative with a shorter waiting time will be assigned to handle the call, which will cause uneven distribution of customer resources. Therefore, compared with the random allocation method, the maximum idle time priority strategy can avoid a large difference between customer service work time (and total customer service call time) within a certain period of time.

[0062] For example, a skill-priority strategy prioritizes customer service representatives with higher skill levels. The current random allocation method may result in customer service representatives with insufficient familiarity with the business (reflected by their skill level) being given priority for calls, leading to poor marketing results. Therefore, compared to random allocation, a skill-priority strategy can improve work efficiency and marketing effectiveness to some extent. The strategy parameter for a skill-priority strategy is the skill value, which is an evaluation score used to assess customer service personnel's familiarity with the business lines, products, and / or problem-solving abilities. The specific skill value for each customer service representative can be obtained based on pre-set assessment methods. For example, each customer service representative can participate in daily business and / or product training assessments. Online training results are automatically recorded by the system, generating corresponding customer service groups. Offline training results are recorded and uploaded by the group leader or administrator, and the system then generates corresponding customer service groups and adds them to the corresponding customer service representatives.

[0063] For example, a service level priority strategy prioritizes customer service representatives with high service level scores. For instance, representatives with high customer satisfaction ratings, good daily performance, and no violations can be prioritized. The current random allocation method might result in representatives with relatively poor service capabilities being given priority, leading to customer complaints. Therefore, compared to random allocation, a service level priority strategy can improve service levels to some extent. The strategy parameter for a service level priority strategy is the service level score, which is an evaluation value used to assess the quality of customer service work. Each customer service representative's service level score can be obtained based on pre-set assessment methods, such as customer satisfaction ratings, quality inspection results, and / or supervisor performance ratings.

[0064] According to the technical solution provided in the embodiments of this application, the strategy score of each customer service representative in the corresponding customer service group is calculated by multiplying the first priority coefficient of the customer service group corresponding to the target business type with the strategy parameter of each customer service representative in the customer service group. In combination with the characteristic that under the maximum value priority routing strategy, the larger the strategy parameter of any customer service representative in the customer service group, the higher the customer service communication priority, the more beneficial it is to the customer service communication priority. Taking into account the first priority coefficient of the customer service group corresponding to the target business type and the strategy parameter of each customer service representative, the calculation method of the strategy score of each customer service representative is given, which facilitates the subsequent determination of the communication priority of each customer service representative and provides customers with more reasonable customer service arrangements.

[0065] In at least one embodiment of this application, S1221 corresponds to Figure 2 An exemplary implementation of step S122 in the illustrated embodiment.

[0066] S1221: Calculate the evaluation parameters for each customer service representative in the corresponding customer service group based on the sum of the products of each customer service representative's strategy score and the second priority coefficient of the routing strategy.

[0067] Specifically, for any customer service representative, the processor can multiply the policy score corresponding to that customer service representative under each routing policy and the second priority coefficient of each routing policy, and then sum them up to obtain the evaluation parameters of that customer service representative. The evaluation parameters of each customer service representative can be calculated accordingly.

[0068] For example, suppose the routing strategies include a skill-first strategy and a service-level-first strategy, with a second priority coefficient of 3 for the skill-first strategy and 2 for the service-level-first strategy. For customer service representative A, under the skill-first strategy, A's strategy score is 20, and under the service-level-first strategy, A's strategy score is 10. Therefore, A's evaluation parameter is 20 × 3 + 10 × 2 = 80.

[0069] In this embodiment, the evaluation parameters of each customer service representative are calculated by summing the products of each customer service representative's strategy score and the second priority coefficient of the routing strategy. This ensures that the evaluation parameters of each customer service representative comprehensively consider both the second priority coefficient of the routing strategy and the strategy score of each customer service representative. Consequently, customer service representatives with higher second priority coefficients and higher strategy scores have higher communication priority, which is conducive to more reasonable allocation of customer resources and higher service levels.

[0070] Figure 4 The diagram shown is a flowchart illustrating a communication connection method according to another embodiment of this application. Figure 4 The embodiment shown is Figure 2 A variation of the illustrated embodiment. For example... Figure 4 As shown, with Figure 2 The difference in the illustrated embodiment is that if the routing policy includes a minimum value priority routing policy, step S1212 is an exemplary implementation of step S121. The following explanation uses the minimum answer priority routing policy as an example. It should be noted that a minimum value priority routing policy is a routing policy that prioritizes selecting the minimum value, including but not limited to the minimum answer priority policy.

[0071] S1212: Multiply the first priority coefficient of the customer service group corresponding to the target business type, the second timestamp corresponding to each customer service representative, and the preset coefficient of the second timestamp, and then sum them with the number of connections to calculate the strategy score of each customer service representative in the corresponding customer service group.

[0072] For example, the first priority coefficient for the customer service group corresponding to the target business type is 2, and the default coefficient is 0.001. For customer service representative A, the second timestamp is 6000 milliseconds, and the number of connected calls is 2. Therefore, customer service representative A's strategy score is 2 × 6000 × 0.001 + 2 = 14. For customer service representative B, the second timestamp is 8000 milliseconds, and the number of connected calls is 3. Therefore, customer service representative B's strategy score is 2 × 8000 × 0.001 + 3 = 19.

[0073] It should be noted that the preset coefficient can be any set value, used to adjust the magnitude of the second timestamp. The number of calls connected can be the number of calls connected within a preset time period. The preset time period can be set by the user according to actual needs, such as within the current day, within the last two days, or within the last seven days, etc.

[0074] The minimum call answering priority strategy prioritizes customer service representatives with fewer call counts. The current random allocation method has a 50% probability of assigning calls to those with more call counts, leading to uneven distribution of customer resources. Compared to random allocation, the minimum call answering priority strategy effectively avoids significant differences in call counts.

[0075] In some embodiments, customer service representatives' strategy scores can be directly arranged in ascending order, meaning the customer service representative with the lowest score in the minimum call-answering priority strategy will be given priority in handling calls. In other embodiments, the reciprocal of each customer service representative's strategy score can be calculated first, and then the reciprocals of these scores can be arranged in descending order, meaning the customer service representative with the highest reciprocal strategy score will be given priority in handling calls.

[0076] According to the technical solution provided in the embodiments of this application, the strategy score of each customer service representative under the minimum answer priority strategy is calculated by comprehensively considering the first priority coefficient, the second timestamp, and the number of calls connected for the customer service group corresponding to the target business type. This can avoid customer service representatives in the same customer service group having no call allocation for a long time, which may lead to a large difference in the number of services provided by different customer service representatives.

[0077] In at least one embodiment of this application, the highest bit of the product of the preset coefficient and the second timestamp is not greater than the highest bit of the number of connection attempts.

[0078] It should be noted that the highest digit of the call count is usually at least a units digit. The preset coefficient can be determined based on the highest digit of the call count. For example, if the highest digit of the call count is a units digit, the highest digit of the product of the second timestamp and its preset coefficient can be set to either a units digit or a tenths digit. The preset coefficient can also be determined based on the highest digit of the second timestamp. For example, if the highest digit of the second timestamp is a tens digit, the preset coefficient can be set to 0.01. Or, if the highest digit of the second timestamp is a thousands digit, the preset coefficient can be set to 0.0001. The preset coefficient can also be determined by directly adding a prefix such as 0.0, 0.00, or 0.000 before the second timestamp. As long as the highest digit of the product of the preset coefficient and the second timestamp is not greater than the highest digit of the call count, this application does not specifically limit the method of determining the preset coefficient.

[0079] For example, the first priority coefficient for the customer service group corresponding to the target business type is 3. For customer service representative A, the number of calls connected is 3, and the second timestamp is 1641804841427 milliseconds. Therefore, customer service representative A's strategy score is 3 + 0.0001641804841427 × 3 ≈ 3.00049. For customer service representative B, the number of calls connected is 4, the timestamp for switching to the ready state is 1641804841427 milliseconds, and the priority is 3. Therefore, customer service representative B's strategy score is 4 + 0.0001641804841427 × 3 ≈ 4.00049. It can be seen that customer service representative A has a lower strategy score, so if a customer answers, customer service representative A is given priority to handle the call. If random allocation is used, there is a 50% probability that B will answer 5 calls while customer service representative A only answers 3. Compared to random assignment, this solution can effectively prevent situations where customer service representative B answers 5 calls while customer service representative A only answers 3.

[0080] In this embodiment, the highest bit of the product of the preset coefficient and the second timestamp is not greater than the highest bit of the number of connected calls. This makes the number of connected calls have a greater impact on the strategy score of each customer service representative than the second timestamp. This is beneficial because when a customer answers a call, the second timestamp is taken into account, and customer service representatives with fewer connected calls are given priority to handle the call, thereby making the customer service representative allocation more balanced.

[0081] In at least one embodiment of this application, S1222 corresponds to Figure 2 An exemplary implementation of step S122 in the illustrated embodiment.

[0082] S1222: Calculate the evaluation parameters for each customer service representative in the corresponding customer service group by summing the products of the reciprocal of each customer service representative's strategy score and the second priority coefficient of the routing strategy.

[0083] For example, if the routing strategy only includes the minimum answer priority strategy, then the customer service evaluation parameter = (1 / strategy score) × the second priority coefficient of the minimum answer priority strategy.

[0084] For example, if the minimum value priority routing strategy includes other routing strategies besides the minimum answer priority strategy, then the evaluation parameter for each customer service representative can be calculated as the sum of the products of the reciprocal of the strategy score for each customer service representative and the second priority coefficient of each routing strategy.

[0085] In this embodiment, the evaluation parameters of each customer service representative are calculated by summing the products of the reciprocal of the strategy score of each customer service representative and the second priority coefficient of the routing strategy. This is beneficial for determining the communication priority of each customer service representative in descending order of their evaluation parameters, and also for determining the evaluation parameters of each customer service representative by combining the maximum value priority routing strategy.

[0086] Figure 5 The diagram shown is a flowchart illustrating a communication connection method provided in yet another embodiment of this application. Figure 5 The embodiment shown is Figure 2 A variation of the illustrated embodiment. For example... Figure 5 As shown, with Figure 2 The difference in the illustrated embodiment is that if the routing strategy includes a maximum value priority routing strategy and a minimum value priority routing strategy, S1223 corresponds to... Figure 2 An exemplary implementation of step S122 in the illustrated embodiment.

[0087] S1223: The evaluation parameters for each customer service representative are calculated based on the sum of the product of the policy score of each customer service representative under the maximum value priority routing policy and the second priority coefficient of the maximum value priority routing policy, and the sum of the product of the reciprocal of the policy score of each customer service representative under the minimum value priority routing policy and the second priority coefficient of the minimum value priority routing policy.

[0088] It should be noted that the calculation of the sum of the product of the policy score for each customer service representative and the second priority coefficient of the maximum value priority routing policy under the maximum value priority category can refer to the above. Figure 3 The description in the illustrated embodiment is provided. The calculation of the sum of the product of the reciprocal of the policy score for each customer service representative under the minimum-value-first routing policy and the second priority coefficient of the minimum-value-first routing policy can be referred to the above. Figure 4 The descriptions in the illustrated embodiments will not be repeated here.

[0089] According to the technical solution provided in the embodiments of this application, when the routing strategy includes a maximum value priority routing strategy and a minimum value priority routing strategy, by setting the reciprocal of the minimum value priority routing strategy score of each customer service representative to be multiplied by the second priority coefficient of the minimum value priority routing strategy, the reciprocals of the strategy scores of customer service representatives under the minimum answer priority strategy will be arranged in descending order, so as to maintain consistency with the sorting method of communication priority of the maximum value priority routing strategy, that is, both are in descending order. This is beneficial to prioritize assigning call handling to customer service representatives with better strategy parameters for both the maximum value priority routing strategy and the minimum value priority routing strategy when the routing strategy includes both maximum value priority routing strategy and minimum value priority routing strategy.

[0090] Figure 6 The diagram shows a block diagram of a communication connection device according to an embodiment of this application. The device 600 includes an initiation module 610, a determination module 620, and a connection module 630. The initiation module 610 initiates a communication request to the client based on a target service type. The determination module 620 determines the evaluation parameters of each customer service representative in the corresponding customer service group based on a first priority coefficient of the customer service group corresponding to the target service type and the strategy parameters of each customer service representative in the group. The strategy parameters of each customer service representative are obtained according to the routing strategy of the customer service group corresponding to the target service type. The communication priority of each customer service representative in the customer service group corresponding to the target service type is determined based on the evaluation parameters of each customer service representative. The connection module 630 establishes a communication connection between the client and the customer service device corresponding to the target customer service representative based on the communication priority.

[0091] In at least one embodiment of this application, the determining module 620 is further configured to determine the strategy score of each customer service representative in the corresponding customer service group based on the first priority coefficient of the customer service group corresponding to the target business type and the strategy parameters of each customer service representative in the customer service group; and to determine the evaluation parameters of each customer service representative based on the strategy score of each customer service representative.

[0092] In at least one embodiment of this application, if the routing strategy includes a maximum value priority type routing strategy, the determining module 620 is further configured to calculate the evaluation parameters of each customer service representative in the corresponding customer service group based on the sum of the products of the strategy score of each customer service representative and the second priority coefficient of the routing strategy.

[0093] In at least one embodiment of this application, if the routing strategy includes a minimum value priority type routing strategy, the determining module 620 is further configured to calculate the evaluation parameters of each customer service representative in the corresponding customer service group based on the sum of the products of the reciprocal of the strategy score of each customer service representative and the second priority coefficient of the routing strategy.

[0094] In at least one embodiment of this application, the routing strategy of the maximum value priority category includes one or more of the maximum idle priority strategy, the skill value priority strategy, and the service level priority strategy. The determining module 620 is further configured to calculate the strategy score for each customer service representative in the corresponding customer service group based on the first priority coefficient of the customer service group corresponding to the target service type and the product of the strategy parameters of each customer service representative in the customer service group. The strategy parameter corresponding to the maximum idle priority strategy is the first timestamp when switching to the ready state, the strategy parameter corresponding to the skill value priority strategy is the skill value, and the strategy parameter of the service level priority strategy is the service level score.

[0095] In at least one embodiment of this application, if the routing strategy of the minimum value priority class includes the minimum answer priority strategy, and the strategy parameters corresponding to the minimum answer priority strategy are the number of connection attempts and the second timestamp when switching to the ready state, the determining module 620 is further configured to multiply the first priority coefficient of the customer service group corresponding to the target service type, the second timestamp corresponding to each customer service representative, and the preset coefficient of the second timestamp, and then sum them with the number of connection attempts to calculate the strategy score of each customer service representative in the corresponding customer service group.

[0096] In at least one embodiment of this application, the highest bit of the product of the preset coefficient and the second timestamp is not greater than the highest bit of the number of connection attempts.

[0097] In at least one embodiment of this application, the determining module 620 is further configured to determine the communication priority of at least two customer service representatives based on the numerical value of their strategy scores if the evaluation parameters of at least two customer service representatives are the same.

[0098] It should be understood that the specific working process and functions of the initiating module 610, determining module 620, and connecting module 630 in the above embodiments can be referred to the above. Figures 1 to 5 The descriptions of any communication connection method provided in the embodiments will not be repeated here to avoid repetition.

[0099] Since the communication connection device in this application embodiment can realize the above-mentioned... Figures 1 to 5 All the technical solutions in the embodiments shown can achieve at least all the above-mentioned technical effects, and will not be repeated here.

[0100] Figure 7 The diagram shown is a block diagram of a call center system according to an embodiment of this application. The call center system 700 can be as described above. Figures 1 to 5 The illustrated embodiment provides an exemplary application scenario for any of the communication connection methods. For example... Figure 7 As shown, the call center system 700 may include a communication connection module 710 and an Automatic Call Distributor (ACD) module 720. The communication connection module 710 is used to implement the above... Figures 1 to 5 The illustrated embodiment provides a method for any communication connection. The ACD module 720 is used to obtain the communication priority of each customer service representative from the communication connection module 710, and to determine the target customer service representative based on the communication priority of each customer service representative.

[0101] Specifically, before the call center system initiates an outbound call task, users can add or edit customer service groups in the call center system's customer service group management section according to the needs of the outbound call task. The communication connection module 710 obtains the routing policy corresponding to the customer service group based on the user's selection instructions. Users can upload customer lists, create outbound call tasks, and select one or more customer service groups to answer calls in the customer service group configuration item. Through the above configuration, the outbound call task is associated with the routing policy. During the task's validity period, clicking the "Start Task" button on the task management page prepares each customer service representative, and the communication connection module 710 automatically adopts the above routing policy according to the pre-configured routing policy. Figures 1 to 5 In any of the communication connection methods described in this embodiment, the identifiers of each customer service representative are placed in a queue to wait for incoming calls. This allows for automatic prioritization of communication according to a pre-configured routing strategy once a customer service representative is ready. When a customer answers the call, the ACD module 720 obtains the communication priority of each customer service representative from the communication connection module 710 and determines the target customer service representative based on their communication priority, thus allocating the call to the target customer service representative with the highest current communication priority. In this way, the ACD module only needs to obtain the target customer service representative based on their communication priority, thus cleverly transforming the traditional ACD strategy into a routing strategy selection.

[0102] It should be noted that the ACD module can be a module that enables the automatic assignment of customer calls to a customer service representative.

[0103] Furthermore, since the call center system of this application embodiment can implement the above-mentioned... Figures 1 to 5 All the technical solutions in the embodiments shown can achieve at least all the above-mentioned technical effects, and will not be repeated here.

[0104] Figure 8 The diagram shown is a structural schematic of a call center system according to an embodiment of this application. The call center system 800 can be as described above. Figures 1 to 5 This illustrates another exemplary application scenario of any communication connection method provided in the illustrated embodiments. For example... Figure 8As shown, the call center system 800 may include a dialer-manager component 810, a call-manager component 820, a core-service component 830, and a telephone softswitch platform 840. The communication connection module 710 can be a module within the dialer-manager component 810, and the ACD module 720 can be a module within the call-manager component 820. The call center system 800 can be the aforementioned... Figures 1 to 5 The implementation environment of the communication connection method in the illustrated embodiment.

[0105] The following combination Figure 8 This section provides an example illustrating the process of establishing a communication connection between the customer service device corresponding to the target customer service representative and the client. This process can be divided into the outbound call task initiation process, the customer service representative communication priority queuing process, the customer service representative allocation process, and the communication connection establishment process.

[0106] During the outbound call task initiation process, the user can either click the "Start Task" button on the task management page, or the call center system can be configured with a preset scheduled start mode, which will automatically initiate the outbound call task according to the preset scheduled start mode. (Reference) Figure 8 The dialing management component 810 can accept remote procedure calls (RPCs) from its data management application programming interface (DmAPI) according to the startup command, thereby enabling the start, stop, pause, and resumption of outbound call tasks. After the task starts, the communication connection module 710 in the dialing management component 810 initiates a predictive outbound call request by calling the communication manager application programming interface (CmAPI) of the call management component 820. Upon receiving the predictive outbound call request, the call management component 820 uses the asynchronous command bgapi of the telephone softswitch platform to call the originate command used to initiate a new call, thereby realizing telephone dialing and starting the outbound call task.

[0107] In actual outbound calling tasks, due to the generally large customer lists and the large number of customer service representatives handling calls, customer numbers are typically sent out in batches within a unit of time, such as 50 numbers every 5 seconds. The concurrent batch size of customer numbers can be configured using a specific algorithm based on actual needs, such as the current number of system channels, the number of ready customer service devices, and the connection rate.

[0108] During the customer service communication priority queuing process, for all customer service representatives in the ready state, the communication connection module 710 in the dialing management component 810 can automatically adopt the above-mentioned routing strategy according to the pre-configured routing policy. Figures 1 to 5 In any of the communication connection methods described in the embodiments, identifiers such as identity numbers corresponding to each customer service representative are placed in a queue according to communication priority and wait for incoming calls.

[0109] During the customer service assignment process, when a customer answers a call, the softswitch platform 840 receives the customer's answer response and notifies the call management component 820 via ESL events such as CHANNEL_BRIDGE and find_agent. Upon receiving the answer response, the call management component 820 notifies the core service component 830 by sending an MQ message. After receiving the MQ message, the core service component 830's ACD module 720 in the call management component 820 assigns the call to the customer service representative with the highest communication priority in the current customer service group, i.e., the target customer service representative.

[0110] During the establishment of a communication connection, the core service component 830 can initiate a call to customer service via CmAPI RPC. After receiving the call to customer service request, the call management component 820 calls the originate command of the telephone softswitch platform 840 to call the customer service device corresponding to the target customer service representative. After the target customer service representative clicks to answer (if the customer service device is in automatic answering mode, no clicking is required), the telephone softswitch platform 840 receives the answer response from the target customer service representative. The telephone softswitch platform 840 then bridges the target customer service representative and the customer, and the call between the target customer service representative and the customer begins.

[0111] It should be noted that the call management component 820 can also be used to call the core application programming interface (CoreAPI) to complete business logic, and can also be used to send MQ messages to complete business logic such as customer service equipment readiness, customer service equipment rest, or customer service equipment response. The core service component 830 can also be used for CoreAPI RPC calls to implement functions such as changing the presence status of customer service equipment, switching call hold for customer service equipment, and forced hang-up, and can also be used to maintain customer resources. The telephone softswitch platform 840 can be a telephone softswitch platform such as Freeswitch. For example, Freeswitch is a cross-platform open-source telephone switching platform with strong scalability. It can be used to provide routing and interconnection communication for audio, text, or any other form of media, as well as provide self-service interactive voice response (IVR) services, intelligent robot services, and can also be used to provide APIs and applications (APPs) for the call management component 820 to call to complete business logic such as making calls, channel bridging, and call hang-up.

[0112] The call center system may also include customer service equipment and operator gateways such as those from China Unicom, China Telecom, or China Mobile; this application does not specifically limit this. Operator gateways can be used to connect to the lines of major operators, establishing a communication bridge between the various components of the call center system and the Public Switched Telephone Network (PSTN). MQ messages may include customer service message events and contact message events, such as customer service equipment ready, customer service equipment idle, customer service equipment connected, and / or contact hung up.

[0113] Figure 9 The diagram shown is a block diagram of an electronic device provided in one embodiment of this application.

[0114] Reference Figure 9 The electronic device 900 includes a processor 910, which further includes one or more processors, and memory resources represented by memory 920 for storing instructions executable by the processor 910, such as application programs. The application programs stored in memory 920 may include one or more modules, each corresponding to a set of instructions. Furthermore, the processor 910 is configured to execute instructions to perform the aforementioned communication connection methods.

[0115] Electronic device 900 may also include a power supply component configured to perform power management of electronic device 900, a wired or wireless network interface configured to connect electronic device 900 to a network, and an input / output (I / O) interface. Electronic device 900 can operate on an operating system, such as Windows Server, stored in memory 920. TM Mac OSX TM Unix TM Linux TM FreeBSD TM Or similar.

[0116] A non-transitory computer-readable storage medium, when the instructions in the storage medium are executed by the processor of the aforementioned electronic device 900, enables the electronic device 900 to perform any of the communication connection methods described in the above embodiments. The method includes at least: initiating a communication request to a client based on a target service type; determining an evaluation parameter for each customer service representative in the corresponding customer service group based on a first priority coefficient of the customer service group corresponding to the target service type and the policy parameters of each customer service representative in the customer service group, wherein the policy parameters of each customer service representative are obtained according to the routing policy of the customer service group corresponding to the target service type; determining the communication priority of each customer service representative in the customer service group corresponding to the target service type based on the evaluation parameters of each customer service representative; and establishing a communication connection between the client and the customer service device corresponding to the target customer service representative based on the communication priority.

[0117] 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.

[0118] 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.

[0119] Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working processes of the devices, call center systems, and electronic devices described above can be referred to the logical processes in the above-described communication connection method embodiments, and will not be repeated here.

[0120] It should also be noted that the combination of the technical features in this application is not limited to the combination methods described in the claims of this application or the combination methods described in the specific embodiments. All technical features described in this application can be freely combined or combined in any way, unless they contradict each other.

[0121] 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 of communicating a connection, characterized by, The method comprises: initiating a communication request to a client based on a target service type; determining an evaluation parameter of each customer service in a customer service group corresponding to the target service type according to a first priority coefficient of the customer service group and a strategy parameter of each customer service in the customer service group, the strategy parameter of each customer service being obtained according to a routing strategy of the customer service group corresponding to the target service type, and the routing strategy of any customer service group being a strategy selected from a plurality of candidate routing strategies according to an outbound task requirement; wherein a plurality of customer service groups correspond to the same target service type, each customer service group has a corresponding first priority coefficient, and the routing strategy comprises a maximum value priority routing strategy and / or a minimum value priority routing strategy, the maximum value priority routing strategy comprises a maximum idle time priority strategy, and the minimum value priority routing strategy comprises a minimum listening time priority strategy; determining a communication priority of each customer service in the customer service group corresponding to the target service type according to the evaluation parameter of each customer service; establishing a communication connection between the client and a customer service device corresponding to a target customer service according to the communication priority.

2. The method of claim 1, wherein, The method comprises: determining a strategy score of each customer service in the customer service group corresponding to the target service type according to the first priority coefficient of the customer service group and the strategy parameter of each customer service in the customer service group, and determining the evaluation parameter of each customer service in the customer service group corresponding to the target service type according to the strategy score of each customer service.

3. The method of claim 2, wherein, If the routing strategy comprises the maximum value priority routing strategy, the method comprises: calculating the evaluation parameter of each customer service in the customer service group corresponding to the target service type according to a sum of products of the strategy score of each customer service and a second priority coefficient of the routing strategy.

4. The method of claim 2, wherein, If the routing strategy comprises the minimum value priority routing strategy, the method comprises: calculating the evaluation parameter of each customer service in the customer service group corresponding to the target service type according to a sum of products of a reciprocal of the strategy score of each customer service and the second priority coefficient of the routing strategy.

5. The method of claim 3, wherein, The maximum value priority routing strategy further comprises one or more of a skill value priority strategy and a service level priority strategy, the method comprises: calculating the strategy score of each customer service in the customer service group corresponding to the target service type according to a product of the first priority coefficient of the customer service group and the strategy parameter of each customer service in the customer service group; wherein the strategy parameter corresponding to the maximum idle time priority strategy is a first timestamp when switching to a ready state, the strategy parameter corresponding to the skill value priority strategy is a skill value, and the strategy parameter corresponding to the service level priority strategy is a service level score.

6. The method of claim 4, wherein, The strategy parameter corresponding to the minimum number of listening times priority strategy is the number of connections and the second timestamp when switching to the ready state, the first priority coefficient of the customer service group corresponding to the target service type, and the strategy parameter of each customer service in the customer service group. The first priority coefficient of the customer service group corresponding to the target service type, the second timestamp corresponding to each customer service, and the preset coefficient of the second timestamp are multiplied, and then added to the number of connections to calculate the strategy score of each customer service in the corresponding customer service group.

7. The method according to any one of claims 2 to 6, characterized in that, The communication priority of each customer service in the customer service group corresponding to the target service type is determined according to the evaluation parameter of each customer service. If the evaluation parameters of at least two customer services are the same, the communication priority of the at least two customer services is determined according to the numerical value of the strategy score of the at least two customer services.

8. An apparatus for communicating a connection, characterized by It includes: The initiation module initiates a communication request to the client based on the target service type; The determination module determines the evaluation parameter of each customer service in the customer service group corresponding to the target service type according to the first priority coefficient of the customer service group corresponding to the target service type and the strategy parameter of each customer service in the customer service group, and determines the communication priority of each customer service in the customer service group corresponding to the target service type according to the evaluation parameter of each customer service. The strategy parameter of each customer service is obtained according to the routing strategy of the customer service group corresponding to the target service type. Each customer service group corresponding to the same target service type has a corresponding first priority coefficient. The routing strategy of any customer service group is a strategy selected from a plurality of candidate routing strategies according to the outbound task demand. The routing strategy includes the maximum value priority routing strategy and / or the minimum value priority routing strategy. The maximum value priority routing strategy includes the maximum idle time priority strategy, and the minimum value priority routing strategy includes the minimum number of listening times priority strategy. The connection module establishes a communication connection between the client and the customer service device corresponding to the target customer service according to the communication priority.

9. An electronic device, comprising: It includes: The memory stores computer executable instructions; The processor executes the computer executable instructions to implement the communication connection method of any one of claims 1 to 7.

10. A computer-readable storage medium having stored thereon executable instructions of a computer, wherein the instructions are executable by a computer to: The executable instructions are executed by the processor to implement the communication connection method of any one of claims 1 to 7.

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