Seat state adjusting method and device, electronic equipment, medium and program product

Abstract

The invention provides a seat state adjusting method and device, electronic equipment, a medium and a program product, and the method comprises the steps: determining communication abnormal data of a first seat in a detection time period; wherein the communication abnormal data comprises one or two of the number of call unanswered times and the number of call violation times; adjusting the seat state of the first seat according to the communication abnormal data; wherein the adjustment operation comprises adjustment from idle to non-idle or adjustment from non-idle to idle. By adopting the method provided by the embodiment of the invention, the state of the seat can be dynamically adjusted, and by accurately adjusting the state of the seat, when the seat is allocated to the customer according to the state of the seat, the success rate of transferring to manual work of the customer can be effectively improved.

Description

Technical Field

[0001] The present application relates to the field of computer technology, and in particular to a seat status adjustment method, device, electronic device, medium and program product. Background Art

[0002] Nowadays, most call center systems use intelligent robots to serve customers. When a customer needs to be transferred to a human agent, the call center system can assign the customer's call to a human agent, who can then solve the corresponding problem for the customer. In actual business scenarios, the call center system assigns a suitable agent to the customer based on the status of the human agent. Therefore, how to accurately determine the status of the human agent has become one of the hot issues in current research. Summary of the invention

[0003] The embodiments of the present application provide a seat status adjustment method, device, electronic device, medium and program product, which can dynamically adjust the status of the agent. By accurately managing the seat status, when allocating seats to customers according to the seat status, the customer's transfer success rate can be effectively improved.

[0004] On the one hand, an embodiment of the present application provides a method for adjusting a seat status, wherein the method includes:

[0005] Determine the abnormal communication data of the first agent within the detection time period; wherein the abnormal communication data includes one or both of the number of missed calls and the number of call violations;

[0006] An adjustment operation is performed on the seat state of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

[0007] On the one hand, an embodiment of the present application provides a seat state adjustment device, wherein the device includes:

[0008] A determination module, configured to determine abnormal communication data of the first agent within a detection time period; wherein the abnormal communication data includes one or both of the number of missed calls and the number of call violations;

[0009] A processing module is used to adjust the seat state of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

[0010] On the one hand, an embodiment of the present application provides an electronic device, wherein the electronic device includes: a processor, a communication interface and a memory, the processor, the communication interface and the memory are interconnected, wherein the memory stores an executable program code, and the processor is used to call the executable program code to implement the seat status adjustment method provided in the embodiment of the present application.

[0011] Accordingly, an embodiment of the present application further provides a computer-readable storage medium, wherein the computer-readable storage medium stores computer instructions, which, when executed on a computer, enable the computer to implement the seat status adjustment method provided in the embodiment of the present application.

[0012] Accordingly, an embodiment of the present application further provides a computer program product, wherein the computer program product includes a computer program or computer instructions, and when the computer program or computer instructions are executed by a processor, the seat status adjustment method provided in the embodiment of the present application is implemented.

[0013] In an embodiment of the present application, the electronic device determines the communication abnormality data of the first seat within the detection time period; wherein the communication abnormality data includes one or both of the number of missed calls and the number of call violations; the electronic device adjusts the seat state of the first seat according to the communication abnormality data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle. In this embodiment, the communication abnormality data may include one or both of the number of missed calls and the number of call violations. Combining these two abnormal data in the call process can more comprehensively reflect the call situation of the seat in the current seat state, and then adjust the current seat state of the seat based on this call situation, so that the state of the seat that is not suitable for providing services to customers is adjusted to non-idle, and when the non-idle customer becomes suitable for providing services to the customer, the state of the non-idle seat is adjusted to idle, and then the seat state is used to allocate seats to customers, so that seats that can provide customer service in a timely manner and with good service quality can be allocated to customers, which can effectively improve the success rate of customer transfer to manual service. BRIEF DESCRIPTION OF THE DRAWINGS

[0014] The drawings herein are incorporated into the specification and constitute a part of the specification, illustrate embodiments consistent with the present application, and are used together with the specification to explain the principles of the present application. In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for use in the description of the embodiments are briefly introduced below. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without creative labor.

[0015] Figure 1 It is a structural diagram of a seat status adjustment system provided in an embodiment of the present application;

[0016] Figure 2 It is a flowchart of a seat status adjustment method provided in an embodiment of the present application;

[0017] Figure 3 It is a flowchart of a configuration process provided by an embodiment of the present application;

[0018] Figure 4 It is a flowchart of another seat status adjustment method provided in an embodiment of the present application;

[0019] Figure 5 It is a structural schematic diagram of a seat state adjustment device provided in an embodiment of the present application;

[0020] Figure 6 It is a structural schematic diagram of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0021] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, the same numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with the present application. Instead, they are merely examples of devices and methods consistent with some aspects of the present application as detailed in the appended claims.

[0022] It should be noted that, in this article, the terms "include", "comprises" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also includes other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, an element defined by the sentence "includes a ..." does not exclude the existence of other identical elements in the process, method, article or device including the element. In addition, components, features, and elements with the same name in different embodiments of the present application may have the same meaning or different meanings, and their specific meanings need to be determined by their explanation in the specific embodiment or further combined with the context of the specific embodiment.

[0023] It should be understood that, although the terms first, second, third, etc. may be used to describe various information in this article, these information should not be limited to these terms. These terms are only used to distinguish the same type of information from each other. For example, without departing from the scope of this article, the first information may also be referred to as the second information, and similarly, the second information may also be referred to as the first information. Depending on the context, the word "if" as used herein can be interpreted as "at the time of" or "when" or "in response to determination". Furthermore, as used in this article, the singular forms "one", "one" and "the" are intended to also include plural forms, unless there is an opposite indication in the context. It should be further understood that the terms "comprising" and "including" indicate that there are the described features, steps, operations, elements, components, projects, kinds, and / or groups, but do not exclude the existence, occurrence or addition of one or more other features, steps, operations, elements, components, projects, kinds, and / or groups. The terms "or", "and / or", "including at least one of the following" etc. used in this application can be interpreted as inclusive, or mean any one or any combination. For example, “comprising at least one of the following: A, B, C” means “any of the following: A; B; C; A and B; A and C; B and C; A and B and C”, and for another example, “A, B or C” or “A, B and / or C” means “any of the following: A; B; C; A and B; A and C; B and C; A and B and C”. An exception to this definition will only occur when a combination of elements, functions, steps or operations are inherently mutually exclusive in some manner.

[0024] It should be understood that, although the various steps in the flowchart in the embodiment of the present application are displayed in sequence according to the indication of the arrows, these steps are not necessarily performed in sequence according to the order indicated by the arrows. Unless there is a clear explanation in this article, the execution of these steps does not have a strict order restriction, and it can be performed in other orders. Moreover, at least a portion of the steps in the figure may include a plurality of sub-steps or a plurality of stages, and these sub-steps or stages are not necessarily performed at the same time, but can be performed at different times, and their execution order is not necessarily performed in sequence, but can be performed in turn or alternately with other steps or at least a portion of the sub-steps or stages of other steps.

[0025] As used herein, the words "if" and "if" may be interpreted as "at the time of" or "when" or "in response to determining" or "in response to detecting", depending on the context. Similarly, the phrases "if it is determined" or "if (stated condition or event) is detected" may be interpreted as "when it is determined" or "in response to determining" or "when detecting (stated condition or event)" or "in response to detecting (stated condition or event)", depending on the context.

[0026] ICC: Intelligent Contact Center, is often based on the existing integrated information network of the enterprise, taking advantage of the widespread popularity, convenience and speed of telephone services, and using CTI technology to seamlessly integrate the many parallel and parallel vertical businesses provided by the integrated information network, providing the integrated information network with a horizontal service that integrates multiple service functions.

[0027] IVR: Interactive Voice Response, a powerful telephone automatic service system with 24-hour service.

[0028] MQ: Message Queue, a data structure with first-in, first-out. It means putting the data to be transmitted in the queue and using the queue mechanism to implement message transmission. The producer generates the message and puts the message into the queue, which is then processed by the consumer. The consumer can pull messages from the specified queue, or subscribe to the corresponding queue, and the MQ server will push messages to it.

[0029] Web Socket: A full-duplex communication protocol based on the Transmission Control Protocol (TCP) connection.

[0030] SIP: Session Initiation Protocol, a text-based application layer control protocol used to create, modify, and release sessions of one or more participants. SIP is an Internet-based IP voice session control protocol that is flexible, easy to implement, and easy to expand. This proposal mainly manages sessions.

[0031] Freeswitch: A cross-platform open source telephone exchange platform with strong scalability. In this application, it is responsible for providing routing and interconnection communications for audio, text or any other form of media, as well as providing self-service IVR services and intelligent robot services.

[0032] CTI: Computer Telephony Integration, responsible for sending commands to freeswitch (such as: dialing, transferring, playing, etc.) to make calls, transfer, etc. It also supports accepting and subscribing to all ESL events generated during the entire call process; it is also responsible for the management of agent status and agent status switching. For example: the agent status switches from idle to short break, short break switches to idle, short break switches to offline, etc.

[0033] ACD: Automatic Call Distribution is a telephone system that automatically distributes incoming calls to a group of agents within a call center. It is a technology widely used in contact centers and customer service departments to effectively manage a large number of calls. The ACD system works by establishing a connection between the caller and the most appropriate agent at the time based on predefined rules.

[0034] Hang-up agent: Triggers the threshold of the number of missed calls due to the agent's timeout, triggering a call violation, and the agent's status is automatically adjusted to a resting agent.

[0035] Break: A status of an agent. When the agent is in this status, it means that he is taking a break and cannot make calls.

[0036] Idle: A state of an agent. When the agent is in this state, it means that the agent is ready and can answer calls from customers.

[0037] Offline: A status of an agent. When the agent is in this status, it means that the agent is offline and cannot make calls.

[0038] Skill group: Each agent needs to be bound to a skill group, which is equivalent to grouping the agents. Each group is responsible for different businesses.

[0039] Currently, incoming calls to the ICC system are processed through the ICC's internal call distribution strategy to find the best available seat and send a call reminder. However, in real business scenarios, the number of customers served (call volume) is an important performance indicator for agents. Therefore, in order to complete daily performance tasks, agents deliberately do not speak after the call is connected, which leads to customers actively hanging up the call. This consumes customers' time and reduces the answering rate, resulting in a bad service experience for customers and a waste of line resources. Customers may also complain. After the customer hangs up the call, the agent's agent status will return to idle and the agent will be put back into the idle agent queue to wait for call allocation. CTI may find the same agent again during the re-ACD process, or other incoming calls may also find the agent, which can easily lead to the customer being missed for a long time for the second time and other customers being missed for a long time, giving customers a bad user experience. If the call is allocated to this type of agent, then other agents who are truly online and can provide customer service in a timely manner are not allocated calls by ACD, resulting in unreasonable call allocation. If the call is always allocated to this type of agent that has not been answered due to timeout, the agent's answering rate and the customer's success rate of transferring to manual services will be reduced. Ultimately, the above situation is caused by the inability to accurately determine the status of the seat.

[0040] In order to solve the above problems, the present application provides a seat status adjustment method, which can use communication abnormality data to adjust the status of seats that are not suitable for providing services to customers to non-idle, and can also adjust the status of non-idle seats to idle when non-idle seats become suitable for providing services to customers, and then use the seat status to allocate seats to customers, so that seats that can provide customer service in a timely manner and with good service quality can be allocated to customers, which can effectively improve the success rate of customer transfer to manual service.

[0041] The seat status adjustment method provided in the present application can be executed by an electronic device, and the electronic device may include a terminal or a server. Among them, the terminal may include a smart phone (such as an Android phone, an iOS phone, a Windows Phone phone, etc.), a desktop computer, a tablet computer, a PDA, a laptop computer, a mobile Internet device (MID, Mobile Internet Devices) or a wearable device, etc., and the server may include an independent physical server, or a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery networks (Content Delivery Network, CDN), and big data and artificial intelligence platforms.

[0042] Based on the above seat status adjustment method, the embodiment of the present application provides a seat status adjustment system. The following introduces a seat status adjustment system provided by the embodiment of the present application.

[0043] See also Figure 1 , Figure 1 Schematic diagram of the structure of a seat status adjustment system provided in an embodiment of the present application. Figure 1 As shown, the seat state adjustment system includes an electronic device 101, a terminal device 102 corresponding to the first seat, and a terminal device 103 corresponding to the Nth seat. The terminal devices 102 and 103 may include smart phones (such as Android phones, iOS phones, Windows Phone phones, etc.), desktop computers, tablet computers, PDAs, laptop computers, mobile Internet devices (MID, Mobile Internet Devices) or wearable devices, etc.

[0044] In a feasible embodiment, the electronic device 101 can determine the communication abnormality data of the first seat within the detection time period, and adjust the seat status of the first seat according to the communication abnormality data; wherein the communication abnormality data may include one or both of the number of missed calls and the number of call violations; the adjustment operation on the seat status of the first seat may be to adjust the seat status of the first seat from idle to non-idle or from non-idle to idle. In the embodiment of the present application, the electronic device 101 can obtain the communication abnormality data of any seat in a time period corresponding to the detection time period based on the communication abnormality data generated by any seat when providing customer service, and automatically adjust the seat status of any seat based on the communication abnormality data in the time period corresponding to the detection time period. The communication abnormality data can be used to adjust the status of an agent that is not suitable for providing services to customers to non-idle, and when a non-idle customer becomes suitable for providing services to customers, the status of the non-idle seat can be adjusted to idle, so that after receiving a customer's request for transfer to manual service, when assigning a seat to the customer based on the seat status, an agent who can provide customer service in a timely manner and has good service quality can be assigned to the customer, and an agent who can provide customer service in a timely manner can be assigned to the customer, effectively improving the customer's success rate of transfer to manual service.

[0045] The following describes a seat status adjustment method provided by an embodiment of the present application.

[0046] See also Figure 2 , Figure 2 The seat status adjustment method provided in the embodiment of the present application can be applied to the above Figure 1 The electronic device in the seat state adjustment system shown in the figure is used as an example for explanation below. Figure 2 As shown, the seat status adjustment method includes:

[0047] S201. Determine abnormal communication data of a first agent within a detection time period; wherein the abnormal communication data includes one or both of the number of missed calls and the number of call violations.

[0048] Among them, the detection time period is a sliding time period, specifically a time period that starts from the current time and moves forward by a preset time period; for example, the current time is 9 am, the preset time period is 1 hour, and the current detection time period is the time period from 8 am to 9 am on that day.

[0049] Among them, when the agent status is idle, the agent can be assigned to a customer, and the agent can receive calls from customers at this time, thereby providing services to customers. When the agent status is not idle, the agent will not be assigned to a customer, and the agent will not receive calls from customers at this time, that is, it is unable to provide services to customers. The embodiment of the present application can use one or both of the number of missed calls and the number of call violations to evaluate the abnormal service behavior of the agent to the customer. The communication anomaly data is used to reflect the abnormal situation when the agent handles customer calls, that is, provides services to customers. Among them, the number of missed calls refers to the number of times that the customer's calls are not answered within the first preset time period, and the number of call violations refers to the number of times the agent has violated the rules during the call with the customer after answering the customer's call.

[0050] In a feasible embodiment, determining the communication abnormality data of the first seat within the detection time period may specifically include: sending a data query request to a database electronic device; wherein the data query request includes indication information of the detection time period and identification information of the first seat, and the data query request is used to instruct the database electronic device to obtain the communication abnormality data corresponding to the detection time period from the communication abnormality data of the first seat stored in the database according to the indication information of the detection time period and the identification information of the first seat; and receiving the communication abnormality data sent by the database electronic device.

[0051] Specifically, the electronic device can periodically (for example, every 1 hour) acquire the communication abnormality data of each seat; taking the acquisition of the communication abnormality data of the first seat as an example, when the detection time corresponding to the current detection time period arrives, the electronic device can generate a data query request according to the indication information corresponding to the detection time period and the identification information of the first seat, and send the data query request to the database server; the database server receives the data query request, and can acquire the communication abnormality data corresponding to the detection time period from the communication abnormality data of the first seat stored in the database according to the indication information corresponding to the detection time period in the data query request and the identification information of the first seat, and send the communication abnormality data corresponding to the detection time period to the electronic device; the electronic device receives the communication abnormality data corresponding to the first seat in the detection time period. Among them, the detection time period can be a rolling cycle, that is, a time period of the current time backwards the preset time; for example, the current time is 9 am, the preset time is 1 hour, and the current detection time period is the time period from 8 am to 9 am of the same day. In this embodiment, the communication abnormality data of each seat can be periodically acquired from the database using the database server according to the detection time period, so as to realize the periodic automatic acquisition of the communication abnormality data of each seat.

[0052] S202: Adjust the seat status of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

[0053] In this embodiment, after the electronic device obtains the communication anomaly data of the first seat within the detection time period, it can adjust the seat state of the first seat according to one or both of the number of missed calls and the number of call violations included in the communication anomaly data. The adjustment operation can include adjusting the seat state of the first seat from non-idle to idle or from idle to non-idle according to the communication anomaly data, thereby realizing dynamic adjustment of the seat state of each seat in combination with the data such as the number of missed calls and the number of call violations, and improving the accuracy of seat state adjustment.

[0054] Through the embodiments of the present application, the electronic device can periodically obtain the corresponding communication abnormality data of each seat within the detection time period from the communication abnormality data of each seat stored in the database, and adjust the seat status of the corresponding seat according to the corresponding communication abnormality data of each seat within the detection time period. The communication abnormality data can be used to adjust the status of seats that are not suitable for providing services to customers to non-idle, and when a non-idle customer becomes suitable for providing services to the customer, the status of the non-idle seat can be adjusted to idle, and then seats can be allocated to customers using the seat status, so that seats that can provide customer service in a timely manner and with better service quality can be allocated to customers, which can effectively improve the success rate of customer transfer to manual service.

[0055] In a feasible embodiment, the seat status adjustment method includes:

[0056] (1-1) When the first agent is providing services to the first user, if the first agent has abnormal communication behavior, a data update request is sent to the database server; wherein the data update request includes the type of abnormal communication behavior, the current time, and identification information of the first agent, and the data update request is used to instruct the database server to update the abnormal communication data of the first agent.

[0057] Among them, the types of abnormal communication behaviors of the seats can be divided into missed calls and call violations. If the abnormal communication behavior of the first seat is a missed call, the number of missed calls in the communication abnormal data of the first seat is updated according to the identification information of the first seat, for example, the number of missed calls is increased by one, and the update time is recorded as the current time. If the abnormal communication behavior of the first seat is a call violation, the number of call violations in the communication abnormal data of the first seat is updated according to the identification information of the first seat, for example, the number of call violations is increased by one, and the update time is recorded as the current time, so that the number of missed calls and the number of call violations included in the communication abnormal data of the seat can be determined more accurately.

[0058] Specifically, the electronic device can detect whether the first agent has abnormal communication behavior during the communication process. When the first agent has abnormal communication behavior, a data update request can be generated according to the type of abnormal communication behavior, the current time, and the identification information of the first agent, and the data update request can be sent to the database server; the database server can update the abnormal communication data of the first agent according to the type of abnormal communication behavior, the current time, and the identification information of the first agent. The abnormal communication behavior of the agent in the process of customer service can be used to update the abnormal communication data of the agent stored in the database, so as to automatically update the abnormal communication data of each agent stored in the database, thereby accurately recording the abnormal communication data of the agent.

[0059] In a feasible embodiment, a seat whose status is idle will be added to an idle seat queue. When the electronic device receives a seat allocation instruction corresponding to the first user, it can determine the first seat corresponding to the first user from the seats included in the idle seat queue. The first seat can provide customer service for the first user.

[0060] Specifically, taking the example of the first user calling the service hotline to request transfer to manual service, the first user calls in by dialing the enterprise hotline number. The call request passes through the operator line and is forwarded to the ICC system by the voice gateway. The ICC system routes the call according to the landing number (called number) and enters the associated IVR navigation (such as: supervision hotline, customer service hotline); the first user follows the IVR navigation prompt and initiates transfer to manual service by pressing buttons or voice selection. At this time, freeswitch sends a transfer to manual service event to CTI. After receiving the message, CTI allocates an idle seat (such as the first seat) to the customer according to the system configuration strategy (such as: maximum idle strategy), and schedules freeswitch to call the API to call the agent. CTI transfers the agent status according to the various status messages triggered by the call API. The first agent and the first user can communicate using WebSocket.

[0061] In a feasible embodiment, the type of abnormal communication behavior may include a missed call or a call violation, and determining the type of abnormal communication behavior may specifically include: when the first agent fails to establish a call connection with the first user within a preset first time period, determining that the first agent has abnormal communication behavior, and the type of the abnormal communication behavior of the first agent is a missed call; when the first agent establishes a call connection with the first user within a preset first time period, obtaining call data between the first agent and the first user; determining whether the first agent has abnormal communication behavior based on the call data, and if so, determining the type of the abnormal communication behavior of the first agent is a call violation.

[0062] Specifically, when the first seat receives a call connection request (i.e., an incoming call request) corresponding to the first user, the electronic device can detect whether the first seat answers the incoming call request within a preset first time period. If the first seat does not answer the incoming call request of the first user within the preset first time period, the electronic device can determine that the first seat has abnormal communication behavior, and determine that the type of the abnormal communication behavior of the first seat is a missed call. If the abnormal communication behavior is a missed call, the number of missed calls in the abnormal communication data is updated, for example, the number of missed calls is increased by one. If the first seat answers the incoming call request of the first user within the preset first time period, the electronic device can obtain the call data between the first seat and the first user, and determine whether the first seat has abnormal communication behavior according to the call data. If it is determined that the first seat has abnormal communication behavior according to the call data, the type of the abnormal communication behavior of the first seat can be determined to be a call violation. If the abnormal communication behavior is a call violation, the number of call violations in the abnormal communication data is updated, for example, the number of call violations is increased by one. In this embodiment, the type of abnormal communication behavior can be determined according to the abnormal communication behavior generated by the agent in different time periods, thereby automatically determining the abnormal communication behavior of the agent and the type of abnormal communication behavior, and effectively improving the accuracy of the determined type of abnormal communication behavior.

[0063] In a feasible embodiment, the first agent does not answer the first user's incoming call request within the preset first time period, which may be that Freeswitch has not received a successful answering status code (200OK) sent by the first agent within the preset first time period.

[0064] In a feasible embodiment, determining whether the first agent has abnormal communication behavior based on the call data can specifically include: when there is blank call text of a second preset time length in the call data, determining that the first agent has abnormal communication behavior; when there is no blank call text of the second preset time length in the call data, determining whether the first agent has abnormal communication behavior based on the call text of the call data and the sound characteristics of the call data.

[0065] In a feasible embodiment, the preset keywords can be flexibly set according to actual needs, and the preset keywords may include inappropriate expressions, such as unfriendly expressions.

[0066] Specifically, the electronic device can obtain the call text corresponding to the preset second time length in the call data. If the call text corresponding to the preset second time length in the call data is empty, it can be determined that the first agent has abnormal communication behavior; if the call text corresponding to the preset second time length in the call data is not empty, then the call text of the call data and the sound characteristics of the call data can be obtained, and it can be determined whether the first agent has abnormal communication behavior based on the call text of the call data and the sound characteristics of the call data.

[0067] In a feasible embodiment, determining whether the first agent has abnormal communication behavior based on the call text of the call data and the sound features of the call data may specifically include: if the call text includes preset keywords or target-class words in a number greater than or equal to a preset number threshold, or the sound features of the call data do not match the sound features of the first agent, then determining that the first agent has abnormal communication behavior.

[0068] Specifically, the electronic device can detect the call text of the call data. If it is detected that the call text of the call data includes preset keywords, it can be determined that the first agent has abnormal communication behavior. The electronic device can obtain the voice feature bound to the agent account of the first agent, and match the voice feature of the call data with the voice feature bound to the agent account of the first agent. If the voice feature of the call data does not match the voice feature bound to the agent account of the first agent (for example, the voice feature of the call data can be matched with the voice feature bound to the agent account of the first agent for similarity. If the similarity is less than the preset similarity, it is determined that the voice feature of the call data does not match the voice feature bound to the agent account of the first agent; conversely, if the similarity is greater than or equal to the preset similarity, it is determined that the voice feature of the call data matches the voice feature bound to the agent account of the first agent; the preset similarity can be a higher value, such as 99%), then it can be determined that the first agent has abnormal communication behavior. In this embodiment, the electronic device can obtain the call text and voice features in the call data generated by the first agent during the customer service process. If the call text includes preset keywords, or the voice features do not match the voice features bound to the agent account of the first agent, it can be determined that the first agent has abnormal communication behavior, thereby realizing automatic detection of call data and effectively improving the detection efficiency of call data. Detecting the voice features of the agent can effectively avoid the occurrence of calling or answering on behalf of others. Taking into account the call violation behaviors during the call process, the comprehensiveness of the violation judgment is improved.

[0069] In the process of the first agent talking to the customer, the electronic device can detect the call text of the call data, obtain the number of target-type words in the call text, and if the number of target-type words is greater than or equal to the preset first quantity threshold (for example, 8), it can be determined that the first agent has abnormal communication behavior. In the process, the target-type words can be perfunctory words, such as um, um, good, OK, OK, OK, etc. Alternatively, the electronic device can detect the call text of the call data, count the behavior of the target-type words appearing continuously in the call text (for example, the words um, good, OK, etc. appear continuously during the call), and when the number of the target-type words appearing continuously is greater than or equal to the preset second quantity threshold (for example, 4), it can be determined that the first agent has abnormal communication behavior. It can be seen that by detecting the target-type words in the call text, it can be effectively determined whether the agent has abnormal communication behavior. When the agent has abnormal communication behavior, the communication abnormality data of the agent is updated in time, which can avoid the situation where the agent keeps saying the target-type words (such as perfunctory words) during the call with the customer, and effectively improve the customer's service experience.

[0070] In a feasible embodiment, when the first agent provides customer service for the first user, if the first agent exhibits abnormal communication behavior in the process of providing customer service, the electronic device can generate agent management prompt information based on the type of abnormal communication behavior, the current time, and the identification information of the first agent, and send the agent management prompt information to the terminal device corresponding to the administrator, thereby providing convenience and timeliness to the administrator's agent management.

[0071] It should be noted that it can be preset that when a certain type of abnormal communication behavior occurs in the first seat, a reminder is issued to the administrator, and this embodiment of the present application does not limit this.

[0072] In a feasible embodiment, if the first agent does not establish a call connection with the first user within a preset first duration, or if there is a blank call text of a second preset duration in the call data, a second agent is allocated to the first user.

[0073] Specifically, when the electronic device determines that the first seat has not answered the first user's call within the preset first time period, it can re-determine the second seat from the seats that are idle and other than the first seat, transfer the first user's call to the second seat, and the second seat provides customer service for the first user; when the electronic device determines that the call data of the first seat is empty within the second preset time period, it can also re-determine the second seat from the seats that are idle, transfer the first user's call to the second seat, and the second seat provides customer service for the first user; wherein the second seat is a seat different from the first seat. Through this embodiment, when the first user is transferred to the manual service, if the corresponding first seat times out or does not speak after answering the call, the first user's call can be transferred to the second seat that is different from the first seat, and the second seat answers the call to provide customer service for the first user, avoiding the situation that the customer service is transferred to the first seat again, resulting in the first user being repeatedly unanswered for a long time or not speaking after answering, and effectively improving the customer's service experience and the success rate of manual service transfer.

[0074] (1-2) Sending a data query request to a database server; wherein the data query request includes indication information of a detection time period and identification information of the first agent, and the data query request is used to instruct the database server to obtain communication abnormality data corresponding to the detection time period from the communication abnormality data of the first agent stored in the database according to the indication information of the detection time period and the identification information of the first agent.

[0075] (1-3) Receive communication abnormality data sent by the database server; wherein the communication abnormality data includes one or both of the number of missed calls and the number of call violations.

[0076] (1-4) adjusting the seat status of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

[0077] It should be noted that for the specific description of steps (1-2)-(1-4), please refer to the specific description of steps S201-S202, which will not be repeated here.

[0078] Through the embodiments of the present application, the electronic device can determine the abnormal communication behavior of the agent during the communication process when allocating customer service to the agent, and use the type of abnormal communication behavior to update the abnormal communication data stored in the database. The abnormal communication data of each agent stored in the database can be automatically updated, effectively improving the efficiency and accuracy of updating the abnormal communication data.

[0079] In a feasible embodiment, the seat status adjustment method includes:

[0080] (2-1) Determine the abnormal communication data of the first agent within the detection time period; wherein the abnormal communication data includes one or both of the number of missed calls and the number of call violations.

[0081] It should be noted that for the specific description of step (2-1), please refer to the specific description of step S201, which will not be repeated here.

[0082] (2-2) Compare the communication abnormality data and the preset threshold value to obtain a comparison result.

[0083] In this embodiment, after the electronic device obtains the abnormal communication data of the first seat within the detection time period, the abnormal communication data can be compared with a preset threshold to obtain a comparison result.

[0084] In a feasible embodiment, the target skill group to which the first agent belongs is determined; a threshold corresponding to the target skill group is obtained, and the threshold corresponding to the target skill group is used as a preset threshold.

[0085] Specifically, the electronic device can obtain the target skill group to which the first agent belongs. If the target skill group has a corresponding threshold value set, the threshold value corresponding to the target skill group can be used as the preset threshold value. In this embodiment, the agents can be divided into different skill groups according to their service types, and corresponding threshold values ​​can be set for different skill groups according to the different business requirements of the business corresponding to the skill group to which the agent belongs. When comparing and processing the abnormal communication data and the preset threshold value, the threshold value corresponding to the skill group to which the agent belongs can be used as the preset threshold value in the comparison process, thereby achieving flexible setting of threshold values ​​according to the business requirements of different skill groups, which helps to improve the flexibility of state management. Alternatively, corresponding threshold values ​​can be set for different skill groups according to the importance score of the skill group to which the agent belongs. For example, a lower threshold value can be set for a skill group with a higher importance score, and a higher threshold value can be set for a skill group with a lower importance score.

[0086] (2-3) Adjusting the seat status of the first seat according to the comparison result and the seat status of the first seat; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

[0087] In this embodiment, after the electronic device obtains the comparison result of the communication abnormality data and the preset threshold value, it can adjust the seat status of the first seat according to the comparison result and the seat status of the first seat; wherein, the adjustment operation of the seat status of the first seat can be that when the first seat is in an idle state, if the comparison result meets the condition of adjusting the seat status from idle to non-idle, then the seat status of the first seat is adjusted from idle to non-idle; or when the first seat is in a non-idle state, if the comparison result meets the condition of adjusting the seat status from non-idle to idle, then the seat status of the first seat is adjusted from non-idle to idle, thereby realizing accurate dynamic adjustment of the seat status.

[0088] In a feasible embodiment, the seat status of the first seat is adjusted according to the comparison result and the seat status of the first seat, which may specifically include: when the seat status of the first seat is idle, if the comparison result is that the communication abnormality data is greater than or equal to a preset threshold, the seat status of the first seat is adjusted to non-idle; when the seat status of the first seat is non-idle, if the comparison result is that the communication abnormality data is less than the preset threshold, the seat status of the first seat is adjusted to idle.

[0089] Specifically, when the detection time arrives, if the agent status of the first agent is idle, and the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, the agent status of the first agent is adjusted to non-idle; if the agent status of the first agent is non-idle, and the comparison result is that the communication abnormality data is less than the preset threshold, the agent status of the first agent is adjusted to idle. In this embodiment, the agent status of the first agent can be adjusted according to the comparison result of the communication abnormality data of the first agent within the detection time period and the preset threshold and the agent status of the first agent; adjusting the agent status from idle to non-idle can ensure that subsequent new calls are no longer assigned to this agent, thereby improving the customer's success rate of manual transfer; adjusting the agent status from non-idle to idle allows the agent to continue to be assigned to customer service, and a certain degree of fault tolerance is given to the agent adjusted to non-idle.

[0090] In a feasible embodiment, the communication abnormality data includes the number of missed calls and the number of call violations; the preset threshold includes the call violation threshold and the communication abnormality threshold; non-idle includes a short break or offline; when the seat status of the first agent is idle, if the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, the seat status of the first agent is adjusted to non-idle, which may specifically include: when the seat status of the first agent is idle, if the number of call violations is greater than or equal to the call violation threshold, the seat status of the first agent is adjusted to offline, and the seat account of the first agent is locked; if the number of call violations is less than the call violation threshold, the sum of the number of missed calls and the number of call violations is determined; if the sum is greater than or equal to the communication abnormality threshold, the seat status of the first agent is adjusted to a short break.

[0091] Specifically, when the communication abnormality data includes the number of missed calls and the number of call violations, the preset thresholds include the call violation threshold and the communication abnormality threshold, and non-idle includes taking a short break or being offline; when the seat status of the first agent is idle, the electronic device can obtain the communication abnormality data of the first agent within the detection time period, and compare the number of call violations in the communication abnormality data with the call violation threshold. If the number of call violations is greater than or equal to the call violation threshold, the seat status of the first agent is adjusted to offline, the seat account of the first agent is locked, and the administrator is reminded; if the number of call violations is less than the call violation threshold, the number of missed calls and the number of call violations can be added, and the result of the addition is compared with the communication abnormality threshold. If the result of the addition is greater than or equal to the communication abnormality threshold, the seat status of the first agent is adjusted to a short break. In this embodiment, when the first agent is idle, the agent status of the first agent can be adjusted to a short break or offline using the communication anomaly data including the number of missed calls and the number of call violations, the call violation threshold and the communication anomaly threshold, to ensure that subsequent new telephone calls are no longer assigned to this agent, thereby improving the customer's transfer success rate to an operator and reducing the customer's complaint rate; if the agent violates the rules multiple times, the agent account of the agent can be automatically locked, so that the agent account is logged out and cannot be logged in again. Multiple violations are required to lock the agent account, which can avoid the direct account locking due to misidentification.

[0092] In a feasible embodiment, when an agent is providing services to a customer and the agent status needs to be adjusted to non-idle, if the communication abnormality data does not include the number of call violations, the current service may not be interrupted. If the communication abnormality data includes the number of call violations, the current service may be interrupted, and an agent with an idle status may be reassigned to the customer to continue to provide services to the customer. The current session may be released using SIP, and a new session may be created for the customer and the newly assigned agent. This can prevent agents with a large number of call violations from reoccurring in the service process, effectively improving the customer's service experience.

[0093] In a feasible embodiment, when the communication abnormality data includes the number of missed calls and the number of call violations, and the preset threshold includes the call violation threshold and the communication abnormality threshold; when the seat status of the first agent is a short break (that is, the agent is an on-hook agent), the electronic device can obtain the communication abnormality data of the first agent within the detection time period, and compare the number of call violations in the communication abnormality data with the call violation threshold. If the number of call violations is greater than or equal to the call violation threshold, the seat status of the first agent is adjusted to offline, the seat account of the first agent is locked, and the administrator is reminded; if the number of call violations is less than the call violation threshold, the number of missed calls can be added to the number of call violations, and the result of the addition is compared with the communication abnormality threshold. If the result of the addition is less than the communication abnormality threshold, the seat status of the first agent is adjusted to idle.

[0094] In a feasible embodiment, after the agent's seat status is automatically adjusted to a short break and before it is automatically adjusted to idle, the agent can obtain the agent status adjustment authority from the administrator. The administrator can give the agent the authority to manually adjust the seat status, and the agent can manually adjust its own seat status.

[0095] In a feasible embodiment, the agent can manually adjust the agent status to a short break when dining or taking a lunch break, and can manually adjust the agent status back to an idle state. When the agent manually adjusts the agent status to a short break, the agent's seat status cannot be automatically adjusted to an idle state, thereby avoiding the situation where the agent is not at the workstation after the agent's seat status is adjusted to an idle state when the agent manually adjusts the seat status to a short break, resulting in the agent not answering the call.

[0096] In a feasible embodiment, the preset threshold value may also include a call missed threshold value; when the number of call violations is zero, the number of missed calls may be compared with the call missed threshold value, and when the agent's seat status is idle, if the number of missed calls is greater than or equal to the call missed threshold value, the agent's seat status may be adjusted to a short break; when the agent's seat status is a short break, if the number of missed calls is less than the call missed threshold value, the agent's seat status may be adjusted to idle. In actual business, call violations are more serious than missed calls, so the preset call missed threshold value may be greater than or equal to the communication abnormality threshold value. When the call missed threshold value is greater than the communication abnormality threshold value, the weight of the number of call violations is higher than the weight of the number of missed calls, thereby achieving a scientific and reasonable setting of the threshold value, thereby improving the accuracy of the agent status adjustment.

[0097] In the embodiment of the present application, the electronic device can adjust the seat status of the agent by comparing the communication abnormality data of the agent within the detection time period with the preset threshold and the seat status of the agent, thereby automatically adjusting the seat status of the agent, ensuring that subsequent call distribution is more reasonable, and improving the customer's service experience and the success rate of manual transfer.

[0098] In one possible embodiment, see Figure 3 , Figure 3 is a flow chart of a configuration process provided by an embodiment of the present application. Figure 3 As shown, it can include administrator configuration, skill group configuration, call missed threshold configuration, call violation threshold configuration, detection time configuration, reminder administrator configuration, and communication abnormality threshold configuration.

[0099] Among them, the administrator can be configured first; the seats can be divided into different skill groups according to the business type of the seats' services; the configuration of the preset threshold can include the call missed threshold configuration, the call violation threshold configuration, the communication abnormality threshold configuration, and the preset quantity configuration; the detection time configuration can include the preset first duration configuration, the preset second duration configuration, the detection cycle configuration of the detection time period, and the duration configuration; the administrator is reminded to configure. Through the above configuration, the embodiment of the present application can be successfully and accurately executed.

[0100] See also Figure 4 , Figure 4 1 is a flow chart of another seat status adjustment method provided in an embodiment of the present application. The seat status adjustment method provided in an embodiment of the present application can be applied to an ICC system. The following is an example of applying the method to CTI in the ICC system. Figure 4As shown, the seat status adjustment method includes: the first user dials the service hotline, enters the telephone IVR navigation corresponding to the ICC system through the telephone routing, and selects to transfer to manual service, freeswitch sends a transfer to manual instruction, CTI receives the transfer to manual instruction, and uses ACD to allocate an agent with an idle seat status to the first user according to the system configuration strategy, and CTI detects whether an agent with an idle seat status is found. If not found, MQ is used to put the first user's transfer to manual service into a waiting queue, waiting for an idle seat to appear, and after determining that there is an idle seat, the seats are allocated in sequence according to the order of the waiting queue; if found, the first agent with an idle seat status is determined to provide customer service; determine whether the first agent answers within the first preset time length, if the first agent answers within the first preset time length, obtain the call text of the first agent within the second preset time length, if the first agent does not answer within the first preset time length, then increase the number of missed calls of the first agent by one; and determine whether the call text is empty, if the call text is empty, then increase the number of call violations of the first agent by one; if the call text is not empty, CTI detects the voice characteristics and call text of the first agent's entire call, and determines whether the first agent has violated the rules. If the first agent has violated the rules, the call violation count of the first agent is increased by one; determines whether the call violation count of the first agent is greater than or equal to the call violation threshold. If the call violation count of the first agent is greater than or equal to the call violation threshold, the agent status of the first agent is adjusted to offline, and the agent account of the first agent is locked; if the call violation count of the first agent is less than the call violation threshold, determines whether the communication abnormality data is greater than or equal to the communication abnormality threshold; if the communication abnormality data is greater than or equal to the communication abnormality threshold, the agent status of the first agent is adjusted to a short break; if the call text of the first agent within the second preset time is empty, or the first agent does not answer the call within the first preset time, the agent allocation count of this service is increased by one; determines whether the agent allocation count is greater than or equal to the preset number. If the agent allocation count is greater than or equal to the preset number, it is determined that the intelligent agent provides customer service; if the agent allocation count is less than the preset number, the ACD is used to re-allocate an agent to the first user.

[0101] Based on the above embodiments, the beneficial effect of the embodiments of the present application is that: the electronic device can obtain the communication abnormality data of the first seat in the detection time period, and adjust the seat status of the first seat according to the communication abnormality data; wherein the communication abnormality data may include one or both of the number of missed calls and the number of call violations; the adjustment operation of the seat status of the first seat may be to adjust the seat status of the first seat from idle to non-idle or from non-idle to idle. In the embodiment of the present application, the electronic device can obtain the communication abnormality data of any seat in the time period corresponding to the detection time period according to the communication abnormality data generated by any seat when providing customer service, and automatically adjust the seat status of any seat according to the comparison result of the communication abnormality data in the time period corresponding to the detection time period and the preset threshold value, so that after receiving the customer's request for manual transfer, when allocating seats to customers according to the seat status, seats that can provide customer service in a timely manner and have good service quality can be allocated to customers, effectively improving the customer's service quality and the success rate of manual transfer.

[0102] The following introduces a seat status adjustment device provided in an embodiment of the present application.

[0103] See also Figure 5 , Figure 5 Schematic diagram of the structure of a seat state adjustment device provided in an embodiment of the present application. Figure 5 As shown, the seat state adjustment device includes:

[0104] The determination module 501 is used to determine the communication abnormality data of the first agent within the detection time period; wherein the communication abnormality data includes one or both of the number of missed calls and the number of call violations;

[0105] The processing module 502 is used to adjust the seat status of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

[0106] In a feasible embodiment, when the determination module 501 determines the communication abnormality data of the first seat within the detection time period, it is specifically used to: send a data query request to the database server; wherein the data query request includes indication information of the detection time period and identification information of the first seat, and the data query request is used to instruct the database server to obtain the communication abnormality data corresponding to the detection time period from the communication abnormality data of the first seat stored in the database according to the indication information of the detection time period and the identification information of the first seat; receive the communication abnormality data sent by the database server.

[0107] In a feasible embodiment, the processing module 502 is further used to send a data update request to the database server if the first agent has abnormal communication behavior during the process of the first agent providing services to the first user; wherein the data update request includes the type of abnormal communication behavior, the current time, and the identification information of the first agent, and the data update request is used to instruct the database server to update the abnormal communication data of the first agent.

[0108] In a feasible embodiment, the types of abnormal communication behavior include missed calls or call violations; the processing module 502 is further used to determine that the first agent has abnormal communication behavior and the type of abnormal communication behavior of the first agent is missed calls when the first agent fails to establish a call connection with the first user within a preset first time period; obtain call data between the first agent and the first user when the first agent establishes a call connection with the first user within a preset first time period; determine whether the first agent has abnormal communication behavior based on the call data, and if so, determine that the type of abnormal communication behavior of the first agent is call violation.

[0109] In a feasible embodiment, the processing module 502 is used to determine whether the first agent has abnormal communication behavior based on the call data, and is specifically used to: determine whether the first agent has abnormal communication behavior when there is blank call text of a second preset time length in the call data; the determination module 501 is also used to determine whether the first agent has abnormal communication behavior based on the call text of the call data and the sound characteristics of the call data when there is no blank call text of the second preset time length in the call data.

[0110] In a feasible embodiment, when the determination module 501 determines whether the first agent has abnormal communication behavior based on the call text of the call data and the sound features of the call data, it is specifically used to: if the call text includes preset keywords or target class words with a number greater than or equal to a preset number threshold, or the sound features of the call data do not match the sound features of the first agent, then it is determined that the first agent has abnormal communication behavior.

[0111] In a feasible embodiment, the processing module 502 is further configured to allocate a second seat to the first user if the first seat fails to establish a call connection with the first user within a preset first duration, or if there is a blank call text of a second preset duration in the call data.

[0112] In a feasible embodiment, when the processing module 502 adjusts the seat status of the first seat according to the communication abnormality data, it is specifically used to: compare the communication abnormality data and a preset threshold to obtain a comparison result; and adjust the seat status of the first seat according to the comparison result and the seat status of the first seat.

[0113] In a feasible embodiment, when the processing module 502 adjusts the seat status of the first seat according to the comparison result and the seat status of the first seat, it is specifically used to: when the seat status of the first seat is idle, if the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, the seat status of the first seat is adjusted to non-idle; when the seat status of the first seat is non-idle, if the comparison result is that the communication abnormality data is less than the preset threshold, the seat status of the first seat is adjusted to idle.

[0114] In a feasible embodiment, the processing module 502 is further used to determine the target skill group to which the first agent belongs; obtain the threshold corresponding to the target skill group, and use the threshold corresponding to the target skill group as the preset threshold.

[0115] In a feasible embodiment, the communication abnormality data includes the number of missed calls and the number of call violations; the preset threshold includes the call violation threshold and the communication abnormality threshold; non-idle includes a short break or offline; the processing module 502 is used to adjust the seat status of the first seat to non-idle when the seat status of the first seat is idle, if the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, specifically for: when the seat status of the first seat is idle, if the number of call violations is greater than or equal to the call violation threshold, the seat status of the first seat is adjusted to offline, and the seat account of the first seat is locked; if the number of call violations is less than the call violation threshold, the sum of the number of missed calls and the number of call violations is determined; if the sum is greater than or equal to the communication abnormality threshold, the seat status of the first seat is adjusted to a short break.

[0116] In a feasible embodiment, the seat status adjustment device provided in the embodiment of the present application can be implemented in software. The seat status adjustment device can be stored in a memory. It can be software in the form of a program and a plug-in, and includes a series of units, including a determination module and a processing module; wherein the determination module and the processing module are used to implement the seat status adjustment method provided in the embodiment of the present application.

[0117] In other feasible embodiments, the seat status adjustment device provided in the embodiment of the present application can also be implemented in a combination of software and hardware. As an example, the seat status adjustment device provided in the embodiment of the present application can be a processor in the form of a hardware decoding processor, which is programmed to execute the seat status adjustment method provided in the embodiment of the present application. For example, the processor in the form of a hardware decoding processor can adopt one or more application-specific integrated circuits (ASICs), DSPs, programmable logic devices (PLDs), complex programmable logic devices (CPLDs), field programmable gate arrays (FPGAs) or other electronic components.

[0118] An electronic device provided by an embodiment of the present application is introduced below.

[0119] See also Figure 6 , Figure 6 Schematic diagram of the structure of an electronic device provided in an embodiment of the present application. Figure 6 The electronic device in the embodiment shown may include: one or more processors 601, one or more communication interfaces 602 and a memory 603. The processor 601, the communication interface 602 and the memory 603 are connected via a bus 604. The memory 603 is used to store a computer program, the computer program includes program instructions, and the processor 601 is used to execute the program instructions stored in the memory 603. The processor 601 performs the following operations by running the executable program code in the memory 603:

[0120] Determine the abnormal communication data of the first agent within the detection time period; wherein the abnormal communication data includes one or both of the number of missed calls and the number of call violations;

[0121] An adjustment operation is performed on the seat state of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

[0122] In a feasible embodiment, when the processor 601 determines the communication abnormality data of the first seat within the detection time period, it is specifically used to: send a data query request to the database server; wherein the data query request includes indication information of the detection time period and identification information of the first seat, and the data query request is used to instruct the database server to obtain the communication abnormality data corresponding to the detection time period from the communication abnormality data of the first seat stored in the database according to the indication information of the detection time period and the identification information of the first seat; receive the communication abnormality data sent by the database server.

[0123] In a feasible embodiment, the processor 601 is further used to: when the first agent provides service for the first user, if the first agent has abnormal communication behavior, send a data update request to the database server; wherein the data update request includes the type of abnormal communication behavior, the current time and the identification information of the first agent, and the data update request is used to instruct the database server to update the abnormal communication data of the first agent.

[0124] In a feasible embodiment, the type of abnormal communication behavior includes missed call or call violation; the processor 601 is further used to: when the first agent does not establish a call connection with the first user within a preset first time period, determine that the first agent has abnormal communication behavior, and the type of the abnormal communication behavior of the first agent is missed call; when the first agent establishes a call connection with the first user within a preset first time period, obtain call data between the first agent and the first user; determine whether the first agent has abnormal communication behavior based on the call data, and if so, determine that the type of the abnormal communication behavior of the first agent is call violation.

[0125] In a feasible embodiment, the processor 601 is used to determine whether the first agent has abnormal communication behavior based on the call data, specifically to: determine whether the first agent has abnormal communication behavior when there is blank call text of a second preset time length in the call data; and determine whether the first agent has abnormal communication behavior based on the call text of the call data and the sound characteristics of the call data when there is no blank call text of the second preset time length in the call data.

[0126] In a feasible embodiment, when the processor 601 determines whether the first agent has abnormal communication behavior based on the call text of the call data and the sound features of the call data, it is specifically used to: if the call text includes preset keywords or target class words that are greater than or equal to a preset number threshold, or the sound features of the call data do not match the sound features of the first agent, then it is determined that the first agent has abnormal communication behavior.

[0127] In a feasible embodiment, the processor 601 is further configured to: if the first agent fails to establish a call connection with the first user within a preset first duration, or if there is a blank call text of a second preset duration in the call data, assign a second agent to the first user.

[0128] In a feasible embodiment, when the processor 601 adjusts the seat status of the first seat according to the communication abnormality data, it is specifically used to: compare the communication abnormality data and a preset threshold to obtain a comparison result; and adjust the seat status of the first seat according to the comparison result and the seat status of the first seat.

[0129] In a feasible embodiment, when the processor 601 adjusts the seat status of the first seat according to the comparison result and the seat status of the first seat, it is specifically used to: when the seat status of the first seat is idle, if the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, the seat status of the first seat is adjusted to non-idle; when the seat status of the first seat is non-idle, if the comparison result is that the communication abnormality data is less than the preset threshold, the seat status of the first seat is adjusted to idle.

[0130] In a feasible embodiment, the processor 601 is further used to: determine the target skill group to which the first agent belongs; obtain a threshold corresponding to the target skill group, and use the threshold corresponding to the target skill group as a preset threshold.

[0131] In a feasible embodiment, the communication abnormality data includes the number of missed calls and the number of call violations; the preset threshold includes the call violation threshold and the communication abnormality threshold; non-idle includes a short break or offline; the processor 601 is used to adjust the seat state of the first agent to non-idle when the seat state of the first agent is idle, if the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, specifically for: when the seat state of the first agent is idle, if the number of call violations is greater than or equal to the call violation threshold, the seat state of the first agent is adjusted to offline, and the seat account of the first agent is locked; if the number of call violations is less than the call violation threshold, the sum of the number of missed calls and the number of call violations is determined; if the sum is greater than or equal to the communication abnormality threshold, the seat state of the first agent is adjusted to a short break.

[0132] The method steps in the embodiments of the present application can be adjusted in order, combined, and deleted according to actual needs.

[0133] The units in the embodiments of the present application can be combined, divided and deleted according to actual needs.

[0134] In the embodiments of the present application, the term "module" or "unit" refers to a computer program or a part of a computer program with a predetermined function, and works together with other related parts to achieve a predetermined goal, and can be implemented in whole or in part by using software, hardware (such as processing circuits or memories) or a combination thereof. Similarly, a processor (or multiple processors or memories) can be used to implement one or more modules or units. In addition, each module or unit can be part of an overall module or unit that includes the function of the module or unit.

[0135] In the present application, the same or similar terminology concepts, technical solutions and / or application scenario descriptions are generally described in detail only the first time they appear. When they appear again later, they are generally not repeated for the sake of brevity. When understanding the technical solutions and other contents of the present application, for the same or similar terminology concepts, technical solutions and / or application scenario descriptions that are not described in detail later, reference can be made to the previous related detailed descriptions.

[0136] In the present application, the description of each embodiment has its own emphasis. For parts that are not described or recorded in detail in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0137] The various technical features of the technical solution of the present application can be arbitrarily combined. In order to make the description concise, not all possible combinations of the various technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of the present application.

[0138] In the above embodiments, it can be implemented in whole or in part by software, hardware, firmware or any combination thereof. When implemented using software, it can be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When loading and executing computer program instructions on a computer, the process or function according to the embodiment of the present application is generated in whole or in part. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices. The computer instructions can be stored in a computer-readable storage medium, or transmitted from one computer-readable storage medium to another computer-readable storage medium. For example, the computer instructions can be transmitted from a website site, a computer, a server or a data center by wired (e.g., coaxial cable, optical fiber, digital subscriber line) or wireless (e.g., infrared, wireless, microwave, etc.) mode to another website site, computer, server or data center. The computer-readable storage medium can be any available medium that a computer can access or a data storage device such as a server, a data center, etc. that contains one or more available media integrated. The available medium can be a magnetic medium, (e.g., a floppy disk, a storage disk, a tape), an optical medium (e.g., a DVD), or a semiconductor medium (e.g., a solid-state storage disk Solid State Disk (SSD)), etc.

[0139] The above are only preferred embodiments of the present application, and are not intended to limit the patent scope of the present application. Any equivalent structure or equivalent process transformation made using the contents of the present application specification and drawings, or directly or indirectly applied in other related technical fields, are also included in the patent protection scope of the present application.

Claims

1. A seat status adjustment method, characterized in that: The method comprises: Determine the abnormal communication data of the first agent within the detection time period; wherein the abnormal communication data includes one or both of the number of missed calls and the number of call violations; An adjustment operation is performed on the seat state of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

2. The method according to claim 1, characterized in that The determining of abnormal communication data of the first agent within the detection time period includes: Sending a data query request to a database server; wherein the data query request includes indication information of a detection time period and identification information of the first seat, and the data query request is used to instruct the database server to obtain communication abnormality data corresponding to the detection time period from the communication abnormality data of the first seat stored in the database according to the indication information of the detection time period and the identification information of the first seat; The communication abnormality data sent by the database server is received.

3. The method according to claim 2, characterized in that The method further comprises: In the process of the first agent providing services for the first user, if the first agent has abnormal communication behavior, a data update request is sent to the database server; The data update request includes the type of the abnormal communication behavior, the current time, and the identification information of the first agent, and the data update request is used to instruct the database server to update the abnormal communication data of the first agent.

4. The method according to claim 3, characterized in that The type of abnormal communication behavior includes missed calls or call violations, and the method further includes: If the first agent fails to establish a call connection with the first user within a preset first time period, determining that the first agent has abnormal communication behavior, and the type of the abnormal communication behavior of the first agent is call failure; When the first agent establishes a call connection with the first user within a preset first duration, acquiring call data between the first agent and the first user; Determine whether the first agent has abnormal communication behavior according to the call data, and if so, determine the type of the abnormal communication behavior of the first agent is a call violation.

5. The method according to claim 4, characterized in that The determining, according to the call data, whether the first agent has abnormal communication behavior includes: When there is a blank call text of a second preset time length in the call data, determining that the first agent has abnormal communication behavior; When there is no blank call text of the second preset time length in the call data, it is determined whether the first agent has abnormal communication behavior according to the call text of the call data and the sound characteristics of the call data.

6. The method according to claim 5, characterized in that The determining whether the first agent has abnormal communication behavior according to the call text of the call data and the sound characteristics of the call data includes: If the call text corresponding to the call data includes preset keywords or target-type words in a number greater than or equal to a preset number threshold, or the voice feature of the call data does not match the voice feature of the first agent, it is determined that the first agent has abnormal communication behavior.

7. The method according to claim 5, characterized in that The method further comprises: If the first seat does not establish a call connection with the first user within the preset first duration, or if there is a blank call text of a second preset duration in the call data, a second seat is allocated to the first user.

8. The method according to any one of claims 1 to 7, characterized in that The adjusting operation of the seat state of the first seat according to the abnormal communication data includes: Comparing the abnormal communication data with a preset threshold value to obtain a comparison result; The seat status of the first seat is adjusted according to the comparison result and the seat status of the first seat.

9. The method according to claim 8, characterized in that The adjusting the seat status of the first seat according to the comparison result and the seat status of the first seat includes: When the seat status of the first seat is idle, if the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, the seat status of the first seat is adjusted to non-idle; When the seat status of the first seat is non-idle, if the comparison result is that the communication abnormality data is less than the preset threshold, the seat status of the first seat is adjusted to idle.

10. The method according to claim 8, characterized in that The method further comprises: Determining a target skill group to which the first agent belongs; Obtain a threshold value corresponding to the target skill group, and use the threshold value corresponding to the target skill group as the preset threshold value.

11. The method according to claim 9, characterized in that The communication abnormality data includes the number of missed calls and the number of call violations; the preset threshold includes the call violation threshold and the communication abnormality threshold; the non-idle includes taking a short break or being offline; when the seat state of the first seat is idle, if the comparison result is that the communication abnormality data is greater than or equal to the preset threshold, the seat state of the first seat is adjusted to non-idle, including: When the seat status of the first seat is idle, if the number of call violations is greater than or equal to the call violation threshold, adjusting the seat status of the first seat to offline, and locking the seat account of the first seat; If the number of call violations is less than the call violation threshold, determining a sum of the number of missed calls and the number of call violations; If the sum result is greater than or equal to the communication abnormality threshold, the seat state of the first seat is adjusted to a short break.

12. A seat state adjustment device, characterized in that: The device comprises: A determination module, configured to determine abnormal communication data of the first agent within a detection time period; wherein the abnormal communication data includes one or both of the number of missed calls and the number of call violations; A processing module is used to adjust the seat state of the first seat according to the abnormal communication data; wherein the adjustment operation includes adjusting from idle to non-idle or from non-idle to idle.

13. An electronic device, characterized in that: include: A processor, a communication interface and a memory, wherein the processor, the communication interface and the memory are connected to each other, wherein the memory stores an executable program code, and the processor is used to call the executable program code to implement the seat status adjustment method according to any one of claims 1-11.

14. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer instructions, which, when executed on a computer, enable the computer to implement the seat status adjustment method according to any one of claims 1 to 11.

15. A computer program product, characterized in that The computer program product includes a computer program or a computer instruction. When the computer program or the computer instruction is executed by a processor, it is used to implement the seat status adjustment method according to any one of claims 1 to 11.

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