An outbound call control method, device, and readable storage medium

Abstract

The present application provides an outbound call control method, apparatus, and readable storage medium, which relate to the field of artificial intelligence. The method includes: determining the current moment, and obtaining the historical number of agents and the historical outbound call magnification within a preset time period before the current moment; determining the current outbound call magnification and the actual average number of transferred-in people per hour according to the historical number of agents and the historical outbound call magnification; determining the target outbound call magnification for the next stage at the current moment according to the current outbound call magnification, the actual average number of transferred-in people, and the expected average number of transferred-in people, where the target outbound call magnification is used to determine the number of outbound call lines for the next stage. In the present application, the outbound call magnification of the AI transferred-in outbound call system can be calculated in real time, so that the number of outbound call lines can be adjusted based on the calculated outbound call magnification, enabling more users to be transferred to the agents, reducing the call loss problem caused by uneven number of agents during transfer, and improving the effective inbound rate of outbound calls.

Description

Technical Field

[0001] The present application relates to the field of artificial intelligence, and in particular, to an outbound call control method, device, and readable storage medium. Background Art

[0002] In recent years, AI (Artificial Intelligence) has achieved unprecedented development in the financial field. The wide application of technologies such as ASR (Automatic Speech Recognition) and NLP (Natural Language Processing) provides technical support for the online sales function of robots.

[0003] In related technologies, effectively screening high-intent customers can significantly improve the conversion rate, especially in the insurance sales field. Specifically, the AI-to-human outbound call system uses a robot to make a call to a connected user, and transfers to a human operator after determining that the user has a strong intention to purchase insurance, which further improves the order conversion rate. Although the AI-to-human outbound call can effectively improve the order conversion rate, call loss is inevitable. At the same time, the fluctuating adjustment of the outbound call speed will significantly affect the inbound experience of the agent and the work efficiency. Summary of the Invention

[0004] In view of this, the present application provides an outbound call control method, device, and readable storage medium, which reduce the call loss problem caused by uneven numbers of agents during transfer and improve the effective inbound rate of outbound calls.

[0005] In a first aspect, an embodiment of the present application provides an outbound call control method, including:

[0006] Determine the current moment, and obtain the historical number of agents and the historical outbound call magnification within a preset time period before the current moment;

[0007] Determine the current outbound call magnification and the actual average number of transfers per hour according to the historical number of agents and the historical outbound call magnification;

[0008] Determine the target outbound call magnification for the next stage of the current moment according to the current outbound call magnification, the actual average number of transfers, and the expected average number of transfers, where the target outbound call magnification is used to determine the number of outbound call lines for the next stage.

[0009] According to the above method of the embodiment of the present application, the following additional technical features may also be provided:

[0010] In the above technical solution, optionally, determining the current outbound rate and the actual average number of transferred people per hour according to the historical number of agents and the historical outbound rate includes: calculating the average value of the historical outbound rate within a preset time period, and using the average value of the historical outbound rate as the current outbound rate; calculating the average connection volume of the agents within the preset time period according to the average value of the historical number of agents within the preset time period and the total number of transferred people within the preset time period; calculating the actual average number of transferred people per hour according to the average connection volume of the agents.

[0011] In any of the above technical solutions, optionally, determining the target outbound rate for the next stage at the current moment according to the current outbound rate, the actual average number of transferred people, and the expected average number of transferred people includes: adjusting the current outbound rate according to the ratio of the expected average number of transferred people to the actual average number of transferred people to obtain the target outbound rate.

[0012] In any of the above technical solutions, optionally, the method further includes: determining whether the target outbound rate is within a preset value range, and if the target outbound rate is not within the preset value range, adjusting the value of the target outbound rate so that it is within the preset value range.

[0013] In any of the above technical solutions, optionally, the method further includes: when obtaining the historical number of agents and the historical outbound rate, if the value of the historical outbound rate is 0, setting the historical outbound rate to a preset value greater than 0.

[0014] In any of the above technical solutions, optionally, the method further includes: determining whether the average connection volume of the agents is less than a first preset threshold, and if the average connection volume of the agents is less than the first preset threshold, generating a first warning message; and / or determining whether the actual average number of transferred people is less than a second preset threshold, and if the actual average number of transferred people is less than the second preset threshold, generating a second warning message.

[0015] In any of the above technical solutions, optionally, before obtaining the historical number of agents and the historical outbound rate within the previous preset time period at the current moment, it further includes: determining the length of the preset time period according to the current number of agents, where the more the current number of agents, the shorter the preset time period.

[0016] In any of the above technical solutions, optionally, calculating the actual average number of transferred people per hour according to the average connection volume of the agents includes: determining whether the average connection volume of the agents is stable, and if the average connection volume of the agents is stable, calculating the actual average number of transferred people per hour according to the average connection volume of the agents.

[0017] In a second aspect, an outbound call control device provided by an embodiment of the present application includes:

[0018] An acquisition module, configured to determine the current moment and acquire the historical number of agents and the historical outbound call magnification within a preset time period before the current moment;

[0019] A processing module, configured to determine the current outbound call magnification and the actual average number of transferred-in calls per hour according to the historical number of agents and the historical outbound call magnification, and determine the target outbound call magnification for the next stage at the current moment according to the current outbound call magnification, the actual average number of transferred-in calls, and the expected average number of transferred-in calls, where the target outbound call magnification is used to determine the number of outbound call lines for the next stage.

[0020] In a third aspect, an embodiment of the present application provides a readable storage medium, on which a program or instruction is stored, and when the program or instruction is executed by a processor, the steps of the method in the first aspect are implemented.

[0021] In a fourth aspect, an embodiment of the present application provides a computer device, which includes a processor and a memory, and the memory stores a program or instruction that can run on the processor. When the program or instruction is executed by the processor, the steps of the method in the first aspect are implemented.

[0022] In a fifth aspect, an embodiment of the present application provides a chip, which includes a processor and a communication interface. The communication interface is coupled to the processor, and the processor is configured to run a program or instruction to implement the method in the first aspect.

[0023] In a sixth aspect, an embodiment of the present application provides a computer program product, which is stored in a storage medium, and the program product is executed by at least one processor to implement the method in the first aspect.

[0024] In the embodiment of the present application, the historical number of agents and the historical outbound call magnification within a preset time period before the current moment of the AI transferred-in outbound call system are acquired, the current outbound call magnification is calculated according to the historical outbound call magnification, and the actual average number of transferred-in calls per hour is calculated according to the historical number of agents and the total number of transferred-in calls within the preset time period. The preset expected average number of transferred-in calls is acquired, and in combination with the calculated current outbound call magnification and the actual average number of transferred-in calls per hour, with the expected average number of transferred-in calls as the target, the target outbound call magnification for the next stage is optimized, so as to determine the number of outbound call lines for the next stage of the AI transferred-in outbound call system according to the target outbound call magnification.

[0025] The embodiment of the present application can calculate the outbound call magnification of the AI transferred-in outbound call system in real time, thereby adjusting the number of outbound call lines based on the calculated outbound call magnification, reducing the number of calls that cannot be answered due to all agents being busy, enabling more users to be transferred to the agents, reducing the call loss problem caused by uneven number of agents during transfer, and improving the effective inbound rate of outbound calls.

[0026] The above description is only an overview of the technical solution of this application. In order to better understand the technical means of this application, it can be implemented according to the content of the specification. Moreover, in order to make the above and other purposes, features, and advantages of this application more obvious and understandable, the following specifically illustrates the specific implementation manners of this application. Description of the Drawings

[0027] The drawings described herein are used to provide a further understanding of this application and constitute a part of this application. The schematic embodiments of this application and their descriptions are used to explain this application and do not constitute an improper limitation to this application. In the drawings:

[0028] Figure 1 A flowchart showing the outbound call control method according to an embodiment of this application is shown;

[0029] Figure 2 A structural block diagram showing the outbound call control device according to an embodiment of this application is shown;

[0030] Figure 3 A schematic diagram showing the interaction between the AI-to-human outbound call system and the outbound call control device according to an embodiment of this application is shown;

[0031] Figure 4 A structural block diagram showing the computer device according to an embodiment of this application is shown. Detailed Description of the Preferred Embodiments

[0032] Next, the technical solutions in the embodiments of this application will be clearly described in conjunction with the drawings in the embodiments of this application. Obviously, the described embodiments are some, but not all, of the embodiments of this application. All other embodiments obtained by those of ordinary skill in the art based on the embodiments in this application belong to the scope of protection of this application.

[0033] The terms "first", "second", etc. in the specification and claims of this application are used to distinguish similar objects and are not used to describe a specific order or sequence. It should be understood that such data can be interchanged under appropriate circumstances so that the embodiments of this application can be implemented in an order different from those illustrated or described herein, and the objects distinguished by "first", "second", etc. generally belong to the same category, and the number of objects is not limited. For example, the first object can be one or more. In addition, "and / or" in the specification and claims means at least one of the connected objects, and the character " / " generally indicates an "or" relationship between the associated objects before and after.

[0034] Next, in conjunction with the drawings, through specific embodiments and their application scenarios, the outbound call control method, device, and readable storage medium provided by the embodiments of this application will be described in detail.

[0035] The embodiments of this application provide an outbound call control method, asFigure 1 As shown, the method includes:

[0036] Step 101: Determine the current moment and obtain the historical number of agents and the historical transfer rate within a preset time period before the current moment.

[0037] In this step, obtain the historical number of agents and the historical transfer rate within a preset time period before the current moment of the AI transfer-to-agent outbound system. For example, if the current moment is t_curr, obtain the historical number of agents P_hist and the historical transfer rate G_hist within the previous Δt minutes of t_curr. Here, both the historical number of agents P_hist and the historical transfer rate G_hist are known sequence data statistically calculated per minute.

[0038] Step 102: Determine the current transfer rate and the actual average number of transfers per hour according to the historical number of agents and the historical transfer rate.

[0039] In this step, calculate the current transfer rate according to the historical transfer rate, and calculate the actual average number of transfers per hour according to the historical number of agents and the total number of transfers within the preset time period.

[0040] In an embodiment of the present application, determining the current transfer rate according to the historical transfer rate includes: calculating the average value of the historical transfer rates within the preset time period and taking the average value of the historical transfer rates as the current transfer rate. For example, if the current moment is t_curr, the historical transfer rate within the previous Δt minutes of t_curr is G_hist, and the average value of the historical transfer rates within the preset time period is mean(G_hist). Approximate this average value as the current transfer rate G_curr.

[0041] In an embodiment of the present application, determining the actual average number of transfers per hour according to the historical number of agents includes: calculating the average connection volume of agents within the preset time period according to the average value of the historical number of agents within the preset time period and the total number of transfers within the preset time period; calculating the actual average number of transfers per hour according to the average connection volume of agents.

[0042] Exemplarily, calculate the average connection volume of agents N_t within the past Δt minutes (for example, 10 minutes), where N_t = total number of transfers within Δt minutes / average value of the historical number of agents P_his within Δt minutes, and the average value of the historical number of agents within Δt minutes = mean(P_his). Further, according to the average connection volume of agents N_t within Δt minutes, calculate the actual average number of transfers per hour R at the current outbound speed, R = N_t × 60 / Δt.

[0043] In the above manner, the current outbound magnification and the actual average number of transferred-in calls per hour are accurately calculated, thereby providing a data basis for calculating the target outbound magnification in the next stage.

[0044] Step 103: Determine the target outbound magnification in the next stage at the current moment according to the current outbound magnification, the actual average number of transferred-in calls, and the expected average number of transferred-in calls. The target outbound magnification is used to determine the number of outbound lines in the next stage.

[0045] In this step, obtain the preset expected average number of transferred-in calls, and combine the current outbound magnification and the actual average number of transferred-in calls per hour calculated in Step 102. Taking the expected average number of transferred-in calls as the target, optimize the target outbound magnification in the next stage. The outbound magnification refers to the number of calls corresponding to a call path, that is, the number of numbers that can be simultaneously called by one call path number.

[0046] This target outbound magnification can determine the number of outbound lines in the next stage of the AI transferred-in outbound system. The number of outbound lines = target outbound magnification / 100, so that the AI transferred-in outbound system makes outbound calls in the next stage according to this number of outbound lines.

[0047] The embodiment of the present application can calculate the outbound magnification of the AI transferred-in outbound system in real time, thereby adjusting the number of outbound lines based on the calculated outbound magnification, reducing the number of calls that cannot be answered due to all seats being busy, enabling more users to be transferred to the seats, reducing the call loss problem caused by uneven numbers of seats during transfer, and improving the effective inbound rate of outbound calls.

[0048] In an embodiment of the present application, determining the target outbound magnification in the next stage at the current moment according to the current outbound magnification, the actual average number of transferred-in calls, and the expected average number of transferred-in calls includes: adjusting the current outbound magnification according to the ratio of the expected average number of transferred-in calls to the actual average number of transferred-in calls.

[0049] In this embodiment, according to the actual average number of transferred-in calls per hour (i.e., the current inbound rate) and the expected average number of transferred-in calls per hour (i.e., the target inbound rate), the current outbound magnification is adjusted proportionally to obtain the outbound magnification at the next moment. The calculation formula for the target outbound magnification is:

[0050] G_next = G_curr × A / R

[0051] where G_next is the target outbound magnification, G_curr is the current outbound magnification, R is the actual average number of transferred-in calls per hour, and A is the expected average number of transferred-in calls per hour.

[0052] In the above manner, the target outbound magnification in the next stage can be accurately obtained.

[0053] In one embodiment of the present application, after obtaining the target outbound call ratio, it is necessary to determine whether the target outbound call ratio is within a preset numerical range. If the target outbound call ratio is not within the preset numerical range, the value of the target outbound call ratio is adjusted to make it within the preset numerical range.

[0054] In this embodiment, restriction conditions for the target outbound call ratio are added, including a maximum value and / or a minimum value. When the target outbound call ratio is less than the minimum value, the value of the target outbound call ratio is increased. When the target outbound call ratio is greater than the maximum value, the value of the target outbound call ratio is decreased.

[0055] By the above method, a minimum value is set to prevent the target outbound call ratio from being too small, which may cause the entire AI-to-human outbound call system to stop making outbound calls. A maximum value is set to prevent the target outbound call ratio from being too large, which may lead to an excessive number of outbound calls and avoid the collapse of the AI-to-human outbound call system due to an excessive concurrent number.

[0056] It should be noted that when all agents are busy, the target outbound call ratio G_next needs to be set to 1, and the automatic adjustment program for the target outbound call ratio is started again when the number of idle agents is greater than 1 or 2.

[0057] In one embodiment of the present application, after calculating the target outbound call ratio, the target outbound call speed can also be calculated based on the target outbound call ratio, so as to adjust the speed of the AI-to-human outbound call system for making outbound calls. Among them, the outbound call speed is the overall speed of the AI-to-human outbound call system for making outbound calls. The outbound call speed is calculated from the outbound call ratio. The specific calculation formula for the target outbound call speed is: outbound call speed = outbound call ratio / 100 × number of idle channels, so that if the number of calls transferred to the agent is small, then call faster; if the number of calls transferred to the agent is large, then call slower, making the incoming call speed smoother.

[0058] In one embodiment of the present application, the method further includes: when obtaining the historical number of agents and the historical outbound call ratio, if the value of the historical outbound call ratio is 0, the historical outbound call ratio is set to a preset value greater than 0.

[0059] In this embodiment, when counting historical data, if the initialization state or the outbound call ratio for a continuous period of time is 0, it may cause the actual average number of transfers R per hour to be 0 or the current outbound call ratio G_curr to be 0, thereby affecting the calculation result of the target outbound call ratio G_next. In this case, a preset value can be used as a substitute. For example, a historical outbound call ratio of 300 is set.

[0060] By the above method, the situation where the outbound call ratio is 0 when counting historical data is avoided, ensuring that the target outbound call ratio can be calculated smoothly.

[0061] In an embodiment of the present application, the method further includes: determining whether the average seat connection volume is less than a first preset threshold, and if the average seat connection volume is less than the first preset threshold, generating a first warning message; and / or determining whether the actual average number of transferred-in calls is less than a second preset threshold, and if the actual average number of transferred-in calls is less than the second preset threshold, generating a second warning message.

[0062] In this embodiment, the number of calls that a seat can receive = outbound call volume × connection volume × transferred-in volume. When the connection volume and the transferred-in volume are too low, the number of calls received by the seat decreases. At this time, it is not caused by call loss, but by other reasons. At this time, the target outbound call multiple calculated above is not used to control outbound calls. Therefore, lower limit values of the average seat connection volume and the actual average number of transferred-in calls are set, that is, the first preset threshold and the second preset threshold. When the average seat connection volume is less than the first preset threshold, a first warning message is generated, and when the actual average number of transferred-in calls is less than the second preset threshold, a second warning message is generated. When the first warning message and the second warning message are generated, the calculated target outbound call multiple is invalid, and a default value is set for the target outbound call multiple.

[0063] In the above manner, it is ensured that an alarm is realized when the connection volume and the transferred-in volume are too low to remind of this situation.

[0064] In an embodiment of the present application, since the call loss control method is calculated based on the average value in the previous Δt minutes, if it is unstable, the calculated value has no reference significance. To ensure the stability of the average seat connection volume value, before obtaining the historical seat number and the historical outbound call multiple within a preset time period before the current moment, the embodiment of the present application further includes: determining the length of the preset time period according to the current seat number, where the more the current seat number, the shorter the preset time period.

[0065] In this embodiment, the statistical duration is adjusted according to the current seat number (that is, the number of all working seats). The more the current seat number, the shorter the required statistical duration, and the more accurate the algorithm tracks the current number of transferred-in calls, which can ensure the stability of the average seat connection volume value.

[0066] In an embodiment of the present application, calculating the actual average number of transferred-in calls per hour according to the average seat connection volume includes: determining whether the average seat connection volume is stable. If the average seat connection volume is stable, then calculating the actual average number of transferred-in calls per hour according to the average seat connection volume; where if the ratio of the connection volume error to the average seat connection volume is less than a third preset threshold, the average seat connection volume is stable, and the connection volume error is the difference between the average seat connection volumes in different preset time periods.

[0067] In this embodiment, it is necessary to determine whether the average seat connection volume is in a stable state. If it is in a stable state, the actual average number of transferred people per hour is calculated based on the average seat connection volume to ensure the accuracy of the calculated actual average number of transferred people per hour.

[0068] Exemplarily, for the past hour, in one case, it is statistically counted at five-minute intervals, that is, the average seat connection volume is statistically counted every five minutes within an hour, and 12 values can be obtained. The standard deviation of these 12 numbers is obtained as a1. If a1 is less than b, then it is considered that the seat connection volume statistically counted at five-minute intervals is stable; in another case, it is statistically counted at ten-minute intervals, that is, the average seat connection volume is statistically counted every ten minutes within an hour, and 6 values can be obtained. The standard deviation of these 6 numbers is obtained as a2. If a2 is less than b, then it is considered that the seat connection volume statistically counted at ten-minute intervals is stable; in still another case, it is statistically counted at twenty-minute intervals, that is, the average seat connection volume is statistically counted every twenty minutes within an hour, and 3 values can be obtained. The standard deviation of these 3 numbers is obtained as a3. If a3 is less than b, then it is considered that the seat connection volume statistically counted at twenty-minute intervals is stable.

[0069] As a specific implementation of the above outbound call control method, an embodiment of the present application provides an outbound call control device. As Figure 2 shown, the outbound call control device 200 includes: an acquisition module 201 and a processing module 202.

[0070] Among them, the acquisition module 201 is used to determine the current moment and acquire the historical number of seats and the historical outbound call magnification within a preset time period before the current moment;

[0071] The processing module 202 is used to determine the current outbound call magnification and the actual average number of transferred people per hour according to the historical number of seats and the historical outbound call magnification, and determine the target outbound call magnification for the next stage at the current moment according to the current outbound call magnification, the actual average number of transferred people, and the expected average number of transferred people. The target outbound call magnification is used to determine the number of outbound call lines for the next stage.

[0072] In this embodiment, as Figure 3 shown, before the line adjustment of the AI transfer inbound outbound call system, the outbound call control device is requested, and the historical number of seats and the historical outbound call magnification within the preset time period before are passed in.

[0073] The outbound call control device obtains the historical number of agents and the historical outbound call magnification within a preset time period before the current moment of the AI-to-human outbound call system, calculates the current outbound call magnification based on the historical outbound call magnification, and calculates the actual average number of transfers per hour based on the historical number of agents and the total number of transfers within the preset time period. The preset expected average number of transfers is obtained, and in combination with the calculated current outbound call magnification and the actual average number of transfers per hour, with the expected average number of transfers as the target, the target outbound call magnification for the next stage is optimized. As Figure 3 shown, the outbound call control device returns the target outbound call magnification to the AI-to-human outbound call system, and the AI-to-human outbound call system determines the number of outbound call lines for the next stage based on the target outbound call magnification, so that the AI-to-human outbound call system makes outbound calls for the next stage according to the number of outbound call lines.

[0074] In the embodiment of the present application, the outbound call magnification of the AI-to-human outbound call system can be calculated in real time, so that the number of outbound call lines can be adjusted based on the calculated outbound call magnification, which can reduce the number of calls that cannot be answered due to all agents being busy, enable more users to be transferred to agents, reduce the call loss problem caused by uneven number of agents during transfer, and improve the effective inbound rate of outbound calls.

[0075] Further, the processing module 202 is specifically configured to: calculate the average value of the historical outbound call magnification within the preset time period, and use the average value of the historical outbound call magnification as the current outbound call magnification; calculate the average connection volume of the agents within the preset time period according to the average value of the historical number of agents within the preset time period and the total number of transfers within the preset time period; calculate the actual average number of transfers per hour according to the average connection volume of the agents.

[0076] Further, the processing module 202 is specifically configured to: adjust the current outbound call magnification according to the ratio of the expected average number of transfers to the actual average number of transfers to obtain the target outbound call magnification.

[0077] Further, the processing module 202 is further configured to determine whether the target outbound call magnification is within the preset numerical range. If the target outbound call magnification is not within the preset numerical range, the value of the target outbound call magnification is adjusted to be within the preset numerical range.

[0078] Further, when obtaining the historical number of agents and the historical outbound call magnification, the obtaining module 201 is further configured to: if the value of the historical outbound call magnification is 0, set the historical outbound call magnification to a preset value greater than 0.

[0079] Further, the processing module 202 is further configured to: determine whether the average seat connection volume is less than a first preset threshold, and if the average seat connection volume is less than the first preset threshold, generate a first warning message; and / or, determine whether the actual average number of transferred-in calls is less than a second preset threshold, and if the actual average number of transferred-in calls is less than the second preset threshold, generate a second warning message.

[0080] Further, the processing module 202 is further configured to determine the length of a preset time period according to the current number of seats, where the larger the current number of seats, the shorter the preset time period.

[0081] Further, the processing module 202 is specifically configured to: determine whether the average seat connection volume is stable, and if the average seat connection volume is stable, calculate the actual average number of transferred-in calls per hour according to the average seat connection volume.

[0082] The outbound call control device 200 in the embodiments of the present application may be a computer device or a component in a computer device, such as an integrated circuit or a chip. The computer device may be a terminal or other devices other than a terminal. Exemplarily, the computer device may be a mobile phone, a tablet computer, a laptop computer, a handheld computer, a Mobile Internet Device (MID), a robot, an Ultra-Mobile Personal Computer (UMPC), a netbook, or a Personal Digital Assistant (PDA), etc., and may also be a server, a Network Attached Storage (NAS), a Personal Computer (PC), etc. The embodiments of the present application do not make specific limitations.

[0083] The outbound call control device 200 provided in the embodiments of the present application can implement Figure 1 each process implemented by the outbound call control method embodiments. To avoid repetition, it will not be elaborated here.

[0084] The embodiments of the present application further provide a computer device, as Figure 4 shown. The computer device 400 includes a processor 401 and a memory 402. A program or instruction that can run on the processor 401 is stored on the memory 402. When the program or instruction is executed by the processor 401, it implements each step of the above-mentioned outbound call control method embodiments and can achieve the same technical effects. To avoid repetition, it will not be elaborated here.

[0085] It should be noted that the computer devices in the embodiments of the present application include the above-mentioned mobile computer devices and non-mobile computer devices.

[0086] The memory 402 can be used to store software programs and various data. The memory 402 may mainly include a first storage area for storing programs or instructions and a second storage area for storing data. Among them, the first storage area can store an operating system, application programs or instructions required for at least one function (such as a sound playback function, an image playback function, etc.). In addition, the memory 402 can include volatile memory or non-volatile memory, or the memory 402 can include both volatile and non-volatile memory. Among them, the non-volatile memory can be a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), or a flash memory. The volatile memory can be a random access memory (RAM), a static random access memory (SRAM), a dynamic random access memory (DRAM), a synchronous dynamic random access memory (SDRAM), a double data rate synchronous dynamic random access memory (DDR SDRAM), an enhanced synchronous dynamic random access memory (ESDRAM), a synch link dynamic random access memory (SLDRAM), and a direct rambus random access memory (DRRAM). The memory 402 in the embodiments of the present application includes but is not limited to these and any other suitable types of memory.

[0087] The processor 401 may include one or more processing units; optionally, the processor 401 integrates an application processor and a modem processor. Among them, the application processor mainly processes operations related to the operating system, user interface, and application programs, etc., and the modem processor mainly processes wireless communication signals, such as a baseband processor. It can be understood that the above modem processor may not be integrated into the processor 401 either.

[0088] The embodiments of the present application also provide a readable storage medium. A program or instruction is stored on the readable storage medium. When the program or instruction is executed by a processor, it implements each process of the above-mentioned outbound call control method embodiment and can achieve the same technical effect. To avoid repetition, it will not be elaborated here.

[0089] An embodiment of the present application also provides a chip, which includes a processor and a communication interface. The communication interface is coupled to the processor. The processor is configured to run programs or instructions to implement each process of the above outbound call control method embodiment and can achieve the same technical effects. To avoid repetition, details are not described herein again.

[0090] It should be understood that the chip mentioned in the embodiments of the present application may also be referred to as a system-on-chip, system chip, chip system, or system-on-chip, etc.

[0091] An embodiment of the present application also provides a computer program product. The program product is stored in a storage medium and is executed by at least one processor to implement each process of the above outbound call control method embodiment and can achieve the same technical effects. To avoid repetition, details are not described herein again.

[0092] It should be noted that in this document, the terms "include", "comprise" or any other variant thereof are intended to cover non-exclusive inclusion, such that a process, method, article or device including a series of elements includes not only those elements but also other elements not expressly listed, or also includes elements inherent to such process, method, article or device. Without further limitation, an element defined by the phrase "including a..." does not exclude the existence of additional identical elements in the process, method, article or device including the element. In addition, it should be pointed out that the methods and devices in the embodiments of the present application are not limited to performing functions in the order shown or discussed. They may also include performing functions in a substantially simultaneous manner or in a reverse order according to the functions involved. For example, the described methods may be performed in an order different from that described, and various steps may be added, omitted, or combined. Additionally, features described with reference to certain examples may be combined in other examples.

[0093] The embodiments of the present application have been described above in conjunction with the accompanying drawings. However, the present application is not limited to the above specific embodiments. The above specific embodiments are merely illustrative and not restrictive. Under the inspiration of the present application, those of ordinary skill in the art can also make many forms without departing from the purpose of the present application and the scope protected by the claims, and all of them fall within the protection scope of the present application.

Claims

1. An outbound call control method, characterized in that, it includes: Determine the current time, and obtain the historical number of agents and the historical outbound call magnification within a preset time period before the current time; According to the historical number of agents and the historical outbound call magnification, determine the current outbound call magnification and the actual average number of transferred-in calls per hour; According to the current outbound call magnification, the actual average number of transferred-in calls and the expected average number of transferred-in calls, determine the target outbound call magnification for the next stage at the current time, where the target outbound call magnification is used to determine the number of outbound call lines for the next stage; Wherein, the step of determining the current outbound call magnification and the actual average number of transferred-in calls per hour according to the historical number of agents and the historical outbound call magnification includes: calculating the average value of the historical outbound call magnification within the preset time period, and using the average value of the historical outbound call magnification as the current outbound call magnification; calculating the average connection volume of agents within the preset time period according to the average value of the historical number of agents within the preset time period and the total number of transferred-in calls within the preset time period; calculating the actual average number of transferred-in calls per hour according to the average connection volume of agents.

2. The method according to claim 1, characterized in that, the step of determining the target outbound call magnification for the next stage at the current time according to the current outbound call magnification, the actual average number of transferred-in calls and the expected average number of transferred-in calls includes: Adjust the current outbound call magnification according to the ratio of the expected average number of transferred-in calls to the actual average number of transferred-in calls to obtain the target outbound call magnification.

3. The method according to claim 2, characterized in that, it further includes: Judge whether the target outbound call magnification is within a preset numerical range. If the target outbound call magnification is not within the preset numerical range, adjust the value of the target outbound call magnification to make it within the preset numerical range.

4. The method according to claim 1, characterized in that, it further includes: When obtaining the historical number of agents and the historical outbound call magnification, if the value of the historical outbound call magnification is 0, set the historical outbound call magnification to a preset value greater than 0.

5. The method according to claim 1, characterized in that, it further includes: Judge whether the average connection volume of agents is less than a first preset threshold. If the average connection volume of agents is less than the first preset threshold, generate a first warning message; and / or, Judge whether the actual average number of transferred-in calls is less than a second preset threshold. If the actual average number of transferred-in calls is less than the second preset threshold, generate a second warning message.

6. The method according to any one of claims 1 to 5, characterized in that, before obtaining the historical number of agents and the historical outbound call magnification within a preset time period before the current time, it further includes: Determine the length of the preset time period according to the current number of agents, where the more the current number of agents, the shorter the preset time period.

7. The method according to any one of claims 1 to 5, characterized in that, the step of calculating the actual average number of transferred-in calls per hour according to the average connection volume of agents includes: Determine whether the average seat connection volume is stable. If the average seat connection volume is stable, calculate the actual average number of transferred people within each hour according to the average seat connection volume.

8. An outbound call control device, characterized in that, it includes: An acquisition module, configured to determine the current moment and acquire the historical number of seats and the historical outbound call magnification within a preset time period before the current moment; A processing module, configured to determine the current outbound call magnification and the actual average number of transferred people within each hour according to the historical number of seats and the historical outbound call magnification, and determine the target outbound call magnification for the next stage of the current moment according to the current outbound call magnification, the actual average number of transferred people and the expected average number of transferred people, wherein the target outbound call magnification is used to determine the number of outbound call lines for the next stage; Specifically, the processing module is configured to: calculate the average value of the historical outbound call magnifications within the preset time period, and use the average value of the historical outbound call magnifications as the current outbound call magnification; calculate the average seat connection volume within the preset time period according to the average value of the historical number of seats within the preset time period and the total number of transferred people within the preset time period; calculate the actual average number of transferred people within each hour according to the average seat connection volume.

9. A readable storage medium, on which a program or instruction is stored, characterized in that, when the program or instruction is executed by a processor, the steps of the outbound call control method according to any one of claims 1 to 7 are implemented.

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