Customer service agent scheduling method, device and equipment, medium and program product

Abstract

The invention provides a customer service agent scheduling method, device and equipment, a medium and a program product, and relates to the technical field of communication. The customer service seat scheduling method comprises the steps of obtaining current first service condition data of a first customer service system under the condition that the first customer service system and a second customer service system are started; determining service configuration parameters of the second customer service system according to the first service condition data; scheduling a first customer service seat for the second customer service system in a plurality of customer service seats according to the service configuration parameters of the second customer service system; wherein the first customer service system and the second customer service system provide services for the user through the plurality of customer service seats. According to the scheme provided by the invention, the customer service seats are scheduled for the second customer service system by depending on the first customer service system, so that the problem of unbalanced scheduling of the customer service seats under the two customer service systems is solved.

Description

Technical Field

[0001] The present invention relates to the field of communication technology, and in particular to a customer service agent scheduling method, device, equipment, medium and program product. Background Art

[0002] As user service demands become more and more diversified, companies usually use two independent customer service systems, multimedia customer service systems and voice customer service systems, to handle user requests from different channels respectively.

[0003] However, if these two customer service systems run independently, one customer service system's customer service seats may be busy while the other customer service system's customer service seats may be idle, resulting in an unbalanced scheduling of customer service seats, which in turn leads to low service efficiency for enterprise users and inconsistent user experience. Summary of the invention

[0004] The technical solution of the present invention aims to provide a customer service agent scheduling method, device, equipment, medium and program product to solve the problem of unbalanced customer service agent scheduling in the prior art where two customer service systems run independently.

[0005] To achieve the above object, the present invention is achieved by:

[0006] In a first aspect, an embodiment of the present invention provides a customer service agent scheduling method, comprising:

[0007] When the first customer service system and the second customer service system are started, obtaining current first service status data of the first customer service system;

[0008] Determine the service configuration parameters of the second customer service system according to the first service situation data;

[0009] dispatching a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system;

[0010] The first customer service system and the second customer service system provide services to users through the multiple customer service seats.

[0011] Optionally, the customer service agent scheduling method further includes:

[0012] Obtaining current second service status data of the second customer service system;

[0013] determining a service configuration parameter of the first customer service system according to the second service situation data;

[0014] A second customer service seat is scheduled for the first customer service system from among a plurality of customer service seats according to the service configuration parameters of the first customer service system.

[0015] Optionally, the customer service agent scheduling method, wherein determining the service configuration parameters of the second customer service system according to the first service situation data, comprises:

[0016] Determine the service configuration parameters of the second customer service system according to whether the number of users in queue in the first service situation data is greater than a first number threshold.

[0017] Optionally, the customer service agent scheduling method, wherein determining the service configuration parameters of the second customer service system according to the first service situation data, comprises:

[0018] The service configuration parameters of the second customer service system are determined according to whether the ratio of the number of users served simultaneously by the customer service agents in the first service situation data to the maximum number is greater than a first ratio threshold.

[0019] Optionally, the customer service seat scheduling method, wherein scheduling a first customer service seat for the second customer service system from a plurality of customer service seats according to a service configuration parameter of the second customer service system, comprises:

[0020] Determine service order information of customer service seats for the second customer service system according to the service configuration parameters of the second customer service system, wherein the service configuration parameters of the second customer service system include: a priority level of each customer service seat among the multiple customer service seats in providing services to the user;

[0021] A first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the service sequence information.

[0022] Optionally, the customer service seat scheduling method, wherein scheduling a first customer service seat for the second customer service system from a plurality of customer service seats according to a service configuration parameter of the second customer service system, comprises:

[0023] Obtaining the number of users served simultaneously by customer service agents of the second customer service system according to the service configuration parameters of the second customer service system;

[0024] The first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the number of users served simultaneously by the customer service seat.

[0025] Optionally, in the customer service agent scheduling method, obtaining the current first service status data of the first customer service system includes:

[0026] The first service status data of the first customer service system is obtained at each preset time interval.

[0027] In a second aspect, an embodiment of the present invention further provides a customer service agent scheduling device, comprising:

[0028] A first acquisition module, used for acquiring the current first service status data of the first customer service system when the first customer service system and the second customer service system are started;

[0029] A first determining module, configured to determine a service configuration parameter of the second customer service system according to the first service status data;

[0030] A first scheduling module, configured to schedule a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system;

[0031] The first customer service system and the second customer service system provide services to users through the multiple customer service seats.

[0032] In a third aspect, an embodiment of the present invention further provides a customer service agent scheduling device, comprising: a processor, a memory, and a program stored on the memory and executable on the processor, wherein when the program is executed by the processor, the customer service agent scheduling method as described in the first aspect is implemented.

[0033] In a fourth aspect, an embodiment of the present invention further provides a readable storage medium having a program stored thereon, and when the program is executed by a processor, the customer service agent scheduling method as described in the first aspect is implemented.

[0034] In a fifth aspect, an embodiment of the present invention further provides a computer program product, comprising computer instructions, which, when executed by a processor, implement the customer service agent scheduling method as described in the first aspect.

[0035] The beneficial effects of the above technical solution of the present invention are as follows:

[0036] In an embodiment of the present invention, when the first customer service system and the second customer service system are started, the current first service situation data of the first customer service system is obtained; the service configuration parameters of the second customer service system are determined according to the first service situation data; the first customer service seat is dispatched for the second customer service system from multiple customer service seats according to the service configuration parameters of the second customer service system; wherein the first customer service system and the second customer service system provide services to users through the multiple customer service seats. Therefore, the first customer service seat is dispatched for the second customer service system based on the current first service situation data of the first customer service system, so as to realize balanced dispatch of customer service seats under the two customer service systems. BRIEF DESCRIPTION OF THE DRAWINGS

[0037] Figure 1 A flow chart of a customer service agent scheduling method according to an embodiment of the present invention;

[0038] Figure 2This is a schematic diagram of the architecture of the customer service agent scheduling system according to an embodiment of the present invention;

[0039] Figure 3 A schematic diagram of the software architecture of the customer service agent scheduling system according to an embodiment of the present invention;

[0040] Figure 4 This is a structural schematic diagram of a customer service agent scheduling device according to an embodiment of the present invention;

[0041] Figure 5 The figure is a schematic diagram of the hardware structure of the customer service agent scheduling device according to an embodiment of the present invention. DETAILED DESCRIPTION

[0042] In order to make the technical problems, technical solutions and advantages to be solved by the present invention more clear, a detailed description will be given below with reference to the accompanying drawings and specific embodiments.

[0043] In various embodiments of the present invention, it should be understood that the size of the serial numbers of the following processes does not mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of the present invention.

[0044] The terms "first", "second", etc. in the specification and claims of the present invention are used to distinguish similar objects, and are not used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of the present application can be implemented in an order other than those illustrated or described herein, and the objects distinguished by "first" and "second" are generally of the same type, 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 represents at least one of the connected objects, and the character " / " generally indicates that the objects associated with each other are in an "or" relationship.

[0045] When describing the embodiments of the present invention, some concepts used in the following description are first explained.

[0046] Voice customer service system: refers to a centralized management system for processing incoming and outgoing calls. It is widely used in customer service, sales support, and technical support of various enterprises. Through the integration of advanced communication technology and computer systems, it can efficiently manage and distribute customer calls and provide high-quality customer service. It can also be called telephone manual customer service.

[0047] Multimedia customer service system: refers to a system that uses multiple media access forms (such as text, voice, video, etc.) to communicate with users and provide services. It can also be called an application software manual customer service system.

[0048] Queuing: refers to the process in which when all customer service seats are busy, the caller is automatically placed in a waiting queue by the system, aiming to ensure that the user can be served in order when the call cannot be connected immediately.

[0049] The embodiments of the present invention, as Figure 1 As shown, a customer service agent scheduling method is provided, comprising the following steps:

[0050] S101, when a first customer service system and a second customer service system are started, obtaining current first service status data of the first customer service system.

[0051] The first customer service system is one of a voice customer service system and a multimedia customer service system, and the second customer service system is the other of the voice customer service system and the multimedia customer service system. That is, when the first customer service system is a voice customer service system, the second customer service system is a multimedia customer service system; when the first customer service system is a multimedia customer service system, the second customer service system is a voice customer service system.

[0052] It should be noted that the first customer service system and the second customer service system can adopt not only the voice customer service mode and the multimedia customer service mode, but also other customer service modes, which are not limited here.

[0053] It should also be noted that the first customer service system and the second customer service system provide services to users through multiple customer service seats, which means that the customer service seats need to log in to the first customer service system and the second customer service system at the same time to provide services to users.

[0054] In an embodiment of the present invention, when the first customer service system is a voice customer service system, the first service status data includes the number of users in queue, that is, the number of incoming callers in the waiting queue; when the first customer service system is a multimedia customer service system, the first service status data includes the ratio of the number of users served simultaneously by customer service agents to the maximum number.

[0055] S102: Determine service configuration parameters of the second customer service system according to the first service status data.

[0056] In the embodiment of the present invention, the service configuration parameters of the second customer service system are determined by the current first service situation data of the first customer service system. That is to say, the customer service seat scheduling of the second customer service system is affected by the first customer service system, and balanced scheduling is achieved, so that the customer service seats of the first customer service system will not be busy while the customer service seats of the second customer service system will be idle, and of course, the customer service seats of the first customer service system will not be idle while the customer service seats of the second customer service system will be busy.

[0057] S103: Scheduling a first customer service seat for the second customer service system from a plurality of customer service seats according to the service configuration parameters of the second customer service system.

[0058] In an embodiment of the present invention, according to the service configuration parameters of the second customer service system, the first customer service seat can be scheduled for the second customer service system from multiple customer service seats, thereby avoiding allocating a busy customer service seat to the user, reducing the user waiting time, and improving the user experience.

[0059] In the embodiment of the present invention, optionally, obtaining the current first service status data of the first customer service system includes:

[0060] The first service status data of the first customer service system is obtained at each preset time interval.

[0061] In the embodiment of the present invention, the current first service situation data of the first customer service system can be periodically obtained, and then the service configuration parameters of the second customer service system can be determined according to the first service situation data, so as to dynamically schedule the customer service seats of the second customer service system according to the service configuration parameters of the second customer service system. The preset duration is, for example, two minutes.

[0062] In the embodiment of the present invention, optionally, the method further includes:

[0063] Obtaining current second service status data of the second customer service system;

[0064] determining a service configuration parameter of the first customer service system according to the second service situation data;

[0065] A second customer service seat is scheduled for the first customer service system from among a plurality of customer service seats according to the service configuration parameters of the first customer service system.

[0066] It should be noted that the embodiment of the present invention can not only obtain the current first service status data of the first customer service system, but also obtain the current second service status data of the second customer service system.

[0067] In the embodiment of the present invention, not only can the service configuration parameters of the second customer service system be determined based on the first service situation data, but also the service configuration parameters of the first customer service system can be determined based on the second service situation data. Therefore, the service configuration parameters of one of the first customer service system and the second customer service system need to rely on the service situation data of the other customer service system, so as to avoid the problem of unbalanced customer service seat scheduling between the two customer service systems.

[0068] Of course, the embodiment of the present invention can not only dispatch the first customer service seat for the second customer service system from multiple customer service seats according to the service configuration parameters of the second customer service system, but also dispatch the second customer service seat for the first customer service system from multiple customer service seats according to the service configuration parameters of the first customer service system. Therefore, the embodiment of the present invention can realize the unified dispatch of the two customer service systems, achieve balanced use of customer service resources, and there is no need to change the existing customer service system, use the minimum cost, ensure business integrity and stability, and reduce implementation risks.

[0069] In the embodiment of the present invention, optionally, determining the service configuration parameters of the second customer service system according to the first service situation data includes:

[0070] Determine the service configuration parameters of the second customer service system according to whether the number of users in queue in the first service situation data is greater than a first number threshold.

[0071] In the embodiment of the present invention, the first customer service system is a voice customer service system, and the second customer service system is a multimedia customer service system.

[0072] It should be noted that, in the embodiment of the present invention, the service configuration parameters of the second customer service system are determined based on the first service configuration rule and the number of users in queue in the first service status data.

[0073] Specifically, the first service configuration rule includes: a service configuration parameter of the second customer service system corresponding to when the number of customer service queues in the first service situation data is greater than a first number threshold.

[0074] Of course, the first service configuration rule also includes: the service configuration parameters of the second customer service system corresponding to when the number of customer service queues in the first service situation data is less than or equal to the first number threshold.

[0075] In addition, the first service configuration rule also includes: a service configuration parameter of the second customer service system corresponding to when the number of customer service queues in the first service situation data is greater than a second number threshold.

[0076] Among them, the second quantity threshold is greater than the first quantity threshold. It can be understood that the number of user queues corresponding to the second quantity threshold is greater than the number of user queues corresponding to the first quantity threshold. Therefore, after the number of user queues in the first service status data first satisfies the requirement of being greater than the first quantity threshold, if it further satisfies the requirement of being greater than the second quantity threshold, it means that the service configuration parameters of the second customer service system need to be further reduced.

[0077] It should also be noted that the service configuration parameters of the second customer service system include: the number of users that are simultaneously served by customer service agents of the second customer service system.

[0078] For ease of understanding, the following Table 1 is used here to further illustrate the first service configuration rule.

[0079]

[0080]

[0081] Table 1: First service configuration rule table

[0082] The queue in Table 1 above refers to the waiting queue where the customer service agent is busy and the user is in.

[0083] In the embodiment of the present invention, optionally, scheduling a first customer service seat for the second customer service system from a plurality of customer service seats according to the service configuration parameters of the second customer service system includes:

[0084] Obtaining the number of users served simultaneously by customer service agents of the second customer service system according to the service configuration parameters of the second customer service system;

[0085] The first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the number of users served simultaneously by the customer service seat.

[0086] In the embodiment of the present invention, the first customer service system is a voice customer service system, and the second customer service system is a multimedia customer service system.

[0087] As can be seen from the above embodiment, according to the service configuration parameters of the second customer service system, the number of users served simultaneously by the customer service seats of the second customer service system can be obtained, and then the number of users served simultaneously by each of the multiple customer service seats can be determined for the second customer service system. Here, determining the number of users served simultaneously by each of the multiple customer service seats for the second customer service system is the process of scheduling the first customer service seat by the second customer service system.

[0088] In the embodiment of the present invention, optionally, determining the service configuration parameters of the second customer service system according to the first service situation data includes:

[0089] The service configuration parameters of the second customer service system are determined according to whether the ratio of the number of users served simultaneously by the customer service agents in the first service situation data to the maximum number is greater than a first ratio threshold.

[0090] In the embodiment of the present invention, the first customer service system is a multimedia customer service system, and the second customer service system is a voice customer service system.

[0091] It should be noted that the embodiment of the present invention determines the service configuration parameters of the first customer service system based on the second service configuration rule and the ratio of the number of users simultaneously served by the customer service agents in the first service status data to the maximum number.

[0092] Specifically, the second service configuration rule includes: a service configuration parameter of the first customer service system corresponding to when a ratio of the number of users served simultaneously by customer service agents in the first service situation data to a maximum number is greater than a first ratio threshold.

[0093] Of course, the second service configuration rule also includes: the service configuration parameters of the first customer service system corresponding to when the ratio of the number of users served simultaneously by customer service seats in the first service situation data to the maximum number is less than or equal to the first ratio threshold.

[0094] In addition, the second service configuration rule also includes: the service configuration parameters of the first customer service system corresponding to when the ratio of the number of users served simultaneously by customer service seats in the first service situation data to the maximum number is greater than a second ratio threshold.

[0095] Among them, the second ratio threshold is greater than the first ratio threshold. It can be understood that the number of users simultaneously served by the customer service seats corresponding to the second ratio threshold is greater than the number of users simultaneously served by the customer service seats corresponding to the first ratio threshold. Therefore, after the ratio of the number of users simultaneously served by the customer service seats in the first service situation data to the maximum number first satisfies the first ratio threshold, if it further satisfies the second ratio threshold, it means that the service configuration parameters of the first customer service system need to be further reduced.

[0096] It should also be noted that the service configuration parameters of the second customer service system include: the priority level of the service provided by the customer service agents of the second customer service system to the users.

[0097] For ease of understanding, the following Table 2 is used here to further illustrate the first service configuration rule.

[0098]

[0099]

[0100] Table 2: Second service configuration rule table

[0101] The lower the value of the priority level in the above Table 2, the less likely the call is to be allocated.

[0102] In the embodiment of the present invention, optionally, scheduling a first customer service seat for the second customer service system from a plurality of customer service seats according to the service configuration parameters of the second customer service system includes:

[0103] Determine service order information of customer service seats for the second customer service system according to the service configuration parameters of the second customer service system, wherein the service configuration parameters of the second customer service system include: a priority level of each customer service seat among the multiple customer service seats in providing services to the user;

[0104] A first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the service sequence information.

[0105] In the embodiment of the present invention, the first customer service system is a multimedia customer service system, and the second customer service system is a voice customer service system.

[0106] As can be seen from the above embodiment, according to the service configuration parameters of the second customer service system, the number of users served simultaneously by the customer service seats of the second customer service system can be obtained, and then the number of users served simultaneously by each of the multiple customer service seats can be determined for the second customer service system. Here, determining the number of users served simultaneously by each of the multiple customer service seats for the second customer service system is the process of scheduling the first customer service seat by the second customer service system.

[0107] Figure 2 Schematic diagram of the architecture of the customer service agent scheduling system according to the embodiment of the present invention. The customer service agent scheduling method according to the embodiment of the present invention can be applied to the customer service agent scheduling system. Figure 2 Provide a detailed description of the customer service agent scheduling system.

[0108] The customer service agent dispatch system includes a workbench, a dispatch center, and a configuration center.

[0109] The workbench is connected to the first customer service system and the second customer service system respectively, and is used to start the first customer service system and the second customer service system; the workbench is also connected to the dispatching center, and is used to obtain the first customer service seat and the second customer service seat, so as to dispatch the customer service seats for the first customer service system and the second customer service system.

[0110] The dispatch center is connected to the first customer service system and the second customer service system respectively, and is used to obtain the first service status data of the first customer service system and the second service status data of the second customer service system; it is also used to connect with the configuration center to obtain the first service configuration rule and the second service configuration rule, determine the service configuration parameters of the second customer service system according to the first service configuration rule and the first service status data, and determine the service configuration parameters of the first customer service system according to the second service configuration rule and the second service status data, so as to dispatch the first customer service seat for the second customer service system among multiple customer service seats according to the service configuration parameters of the second customer service system, and dispatch the second customer service seat for the first customer service system among multiple customer service seats according to the service configuration parameters of the first customer service system.

[0111] Figure 3 Schematic diagram of the software architecture of the customer service agent scheduling system according to the embodiment of the present invention. The customer service agent scheduling method according to the embodiment of the present invention can be applied to the customer service agent scheduling system. Figure 3 Provide a detailed description of the customer service agent scheduling system.

[0112] The workbench satisfies the following requirements:

[0113] Integrate the functions of the first customer service system agent (the first customer service system front-end application) and have the related connection capabilities of the first customer service system;

[0114] Integrate the second customer service system agent (the second customer service system front-end application) and have the relevant connection capabilities of the second customer service system;

[0115] Connect to the dispatch center through WebSocket, obtain the first and second customer service seats determined by the dispatch center, and perform customer service seat dispatch;

[0116] Integrated business system business handling capabilities;

[0117] Integrate business system business query capabilities.

[0118] Therefore, the front-end application functions of the first customer service system and the second customer service system are integrated into the workbench. Customer service agents only need to log in to the workbench to simultaneously access the first customer service system and the second customer service system to provide services to users without having to log in to the two customer service systems separately.

[0119] It should be noted that the customer service agent scheduling system described in the embodiment of the present invention does not require any improvement to the existing first customer service system and the second customer service system. It is built on the basis of the existing first customer service system and the second customer service system, with low cost and low risk.

[0120] The dispatch center has the following functions:

[0121] Provide a WebSocket server that can connect to the first customer service system, the second customer service system, and the workbench;

[0122] Real-time data transmission;

[0123] Capable of client authentication, sign-in, and receiving client access messages;

[0124] respectively calling the service status data acquisition interfaces of the first customer service system and the second customer service system to periodically acquire the current service status data of the customer service system from the customer service system;

[0125] Using the first customer service system and the second customer service system as input parameters respectively, calling the configuration center interface, and periodically obtaining the first service configuration rule and the second service configuration rule of the customer service system from the configuration center;

[0126] Determine the current service configuration parameters of the customer service system;

[0127] Dynamically dispatch customer service seats for the customer service system.

[0128] The configuration center stores the first service configuration rule and the second service configuration rule, and performs log monitoring.

[0129] In summary, by using the customer service agent scheduling method described in the embodiment of the present invention, only the first customer service system and the second customer service system can be accessed by logging into the workbench, and the service configuration parameters of the other customer service system can be determined based on the service status data of one of the customer service systems, so as to achieve balanced use of customer service resources, avoid busy and idle situations, solve the problem of unbalanced customer service agent scheduling, and realize unified and flexible scheduling of the two customer service systems. In addition, there is no need to improve the existing first customer service system and the second customer service system, using the minimum cost, ensuring business integrity and stability, and reducing implementation risks.

[0130] like Figure 4 As shown, the embodiment of the present invention also provides a customer service agent scheduling device, including:

[0131] The first acquisition module 401 is used to acquire the current first service status data of the first customer service system when the first customer service system and the second customer service system are started;

[0132] A first determination module 402, configured to determine a service configuration parameter of the second customer service system according to the first service status data;

[0133] A first scheduling module 403, configured to schedule a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system;

[0134] The first customer service system and the second customer service system provide services to users through the multiple customer service seats.

[0135] Optionally, the customer service agent scheduling device further includes:

[0136] A second acquisition module, used to acquire the current second service status data of the second customer service system;

[0137] A second determining module, configured to determine a service configuration parameter of the first customer service system according to the second service situation data;

[0138] The second scheduling module is used to schedule a second customer service seat for the first customer service system from a plurality of customer service seats according to the service configuration parameters of the first customer service system.

[0139] Optionally, in the customer service agent scheduling device, the first determining module 402 is specifically configured to:

[0140] Determine the service configuration parameters of the second customer service system according to whether the number of users in queue in the first service situation data is greater than a first number threshold.

[0141] Optionally, in the customer service agent scheduling device, the first determining module 402 is specifically configured to:

[0142] The service configuration parameters of the second customer service system are determined according to whether the ratio of the number of users served simultaneously by the customer service agents in the first service situation data to the maximum number is greater than a first ratio threshold.

[0143] Optionally, in the customer service agent scheduling device, the first scheduling module 403 is specifically used to:

[0144] Determine service order information of customer service seats for the second customer service system according to the service configuration parameters of the second customer service system, wherein the service configuration parameters of the second customer service system include: a priority level of each customer service seat among the multiple customer service seats in providing services to the user;

[0145] A first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the service sequence information.

[0146] Optionally, in the customer service agent scheduling device, the first scheduling module 403 is specifically used to:

[0147] Obtaining the number of users served simultaneously by customer service agents of the second customer service system according to the service configuration parameters of the second customer service system;

[0148] The first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the number of users served simultaneously by the customer service seat.

[0149] Optionally, in the customer service agent scheduling device, the first acquisition module 401 is specifically used to:

[0150] The first service status data of the first customer service system is obtained at each preset time interval.

[0151] It should be noted that the customer service agent scheduling device provided in the embodiment of the present invention is a device capable of executing the above-mentioned customer service agent scheduling method. All embodiments of the above-mentioned customer service agent scheduling method are applicable to the device and can achieve the same or similar technical effects.

[0152] like Figure 5 As shown, an embodiment of the present invention also provides a customer service agent scheduling device, including: a processor 501; and a memory 502 connected to the processor 501 through a bus interface, the memory 502 is used to store programs and data used by the processor 501 when performing operations, and the processor 501 calls and executes the programs and data stored in the memory 502.

[0153] The processor 501 is used to read the program in the memory 502 and execute the following process:

[0154] When the first customer service system and the second customer service system are started, obtaining current first service status data of the first customer service system;

[0155] Determine the service configuration parameters of the second customer service system according to the first service situation data;

[0156] dispatching a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system;

[0157] The first customer service system and the second customer service system provide services to users through the multiple customer service seats.

[0158] The customer service agent scheduling device further includes a transceiver 503 for receiving and sending data in the controller of the processor 501 .

[0159] Among them, Figure 5In the embodiment, the bus architecture may include any number of interconnected buses and bridges, specifically linking together various circuits of one or more processors represented by processor 501 and memory represented by memory 502. The bus architecture may also link together various other circuits such as peripherals, voltage regulators, and power management circuits, which are well known in the art and are therefore not further described herein. The bus interface provides an interface. The transceiver 503 may be a plurality of components, namely, a transmitter and a transceiver, providing a unit for communicating with various other devices on a transmission medium. For different client devices, the client interface 504 may also be an interface capable of externally and internally connecting required devices, and the connected devices include but are not limited to a keypad, a display, a speaker, a microphone, a joystick, and the like.

[0160] The processor 501 is responsible for managing the bus architecture and general processing, and the memory 502 can store data used by the processor 501 when performing operations.

[0161] Optionally, the processor 501 is further configured to read the computer program and execute the following steps:

[0162] Obtaining current second service status data of the second customer service system;

[0163] determining a service configuration parameter of the first customer service system according to the second service situation data;

[0164] A second customer service seat is scheduled for the first customer service system from among a plurality of customer service seats according to the service configuration parameters of the first customer service system.

[0165] Optionally, the processor 501 is specifically configured to read the computer program and execute the following steps:

[0166] Determine the service configuration parameters of the second customer service system according to whether the number of users in queue in the first service situation data is greater than a first number threshold.

[0167] Optionally, the processor 501 is specifically configured to read the computer program and execute the following steps:

[0168] The service configuration parameters of the second customer service system are determined according to whether the ratio of the number of users served simultaneously by the customer service agents in the first service situation data to the maximum number is greater than a first ratio threshold.

[0169] Optionally, the processor 501 is specifically configured to read the computer program and execute the following steps:

[0170] Determine service order information of customer service seats for the second customer service system according to the service configuration parameters of the second customer service system, wherein the service configuration parameters of the second customer service system include: a priority level of each customer service seat among the multiple customer service seats in providing services to the user;

[0171] A first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the service sequence information.

[0172] Optionally, the processor 501 is specifically configured to read the computer program and execute the following steps:

[0173] Obtaining the number of users served simultaneously by customer service agents of the second customer service system according to the service configuration parameters of the second customer service system;

[0174] The first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the number of users served simultaneously by the customer service seat.

[0175] Optionally, the processor 501 is specifically configured to read the computer program and execute the following steps:

[0176] The first service status data of the first customer service system is obtained at each preset time interval.

[0177] A specific embodiment of the present invention further provides a computer-readable storage medium on which a computer program is stored. When the program is executed by a processor, the steps in the above-mentioned customer service agent scheduling method are implemented and the same technical effect can be achieved. To avoid repetition, it will not be repeated here.

[0178] In addition, an embodiment of the present invention further provides a computer program product, including computer instructions, which, when executed by a processor, implement the above Figure 1 The various processes of the method embodiment shown can achieve the same technical effect, and will not be described again here to avoid repetition.

[0179] In the several embodiments provided in the present application, it should be understood that the disclosed methods and devices can be implemented in other ways. For example, the device embodiments described above are only schematic. For example, the division of the units is only a logical function division. There may be other division methods in actual implementation, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interfaces, indirect coupling or communication connection of devices or units, which can be electrical, mechanical or other forms.

[0180] In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may be physically included separately, or two or more units may be integrated into one unit. The above-mentioned integrated unit may be implemented in the form of hardware or in the form of hardware plus software functional units.

[0181] The above-mentioned integrated unit implemented in the form of a software functional unit can be stored in a computer-readable storage medium. The above-mentioned software functional unit is stored in a storage medium, including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to perform some steps of the sending and receiving methods described in various embodiments of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (Read-Only Memory, referred to as ROM), random access memory (Random Access Memory, referred to as RAM), disk or optical disk and other media that can store program codes.

[0182] The above is a preferred embodiment of the present invention. It should be pointed out that for ordinary technicians in this technical field, several improvements and modifications can be made without departing from the principles of the present invention. These improvements and modifications should also be regarded as the scope of protection of the present invention.

Claims

1. A customer service agent scheduling method, characterized in that: include: When the first customer service system and the second customer service system are started, obtaining current first service status data of the first customer service system; Determine the service configuration parameters of the second customer service system according to the first service situation data; dispatching a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system; The first customer service system and the second customer service system provide services to users through the multiple customer service seats.

2. The customer service agent scheduling method according to claim 1, characterized in that: Also includes: Obtaining current second service status data of the second customer service system; determining a service configuration parameter of the first customer service system according to the second service situation data; A second customer service seat is scheduled for the first customer service system from among a plurality of customer service seats according to the service configuration parameters of the first customer service system.

3. The customer service agent scheduling method according to claim 1, characterized in that: Determining the service configuration parameters of the second customer service system according to the first service situation data includes: Determine the service configuration parameters of the second customer service system according to whether the number of users in queue in the first service situation data is greater than a first number threshold.

4. The customer service agent scheduling method according to claim 1, characterized in that: Determining the service configuration parameters of the second customer service system according to the first service situation data includes: The service configuration parameters of the second customer service system are determined according to whether the ratio of the number of users served simultaneously by the customer service agents in the first service situation data to the maximum number is greater than a first ratio threshold.

5. The customer service agent scheduling method according to claim 1 or 3, characterized in that: Scheduling a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system includes: Determine service order information of customer service seats for the second customer service system according to the service configuration parameters of the second customer service system, wherein the service configuration parameters of the second customer service system include: a priority level of each customer service seat among the multiple customer service seats in providing services to the user; A first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the service sequence information.

6. The customer service agent scheduling method according to claim 1 or 4, characterized in that: Scheduling a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system includes: Obtaining the number of users served simultaneously by customer service agents of the second customer service system according to the service configuration parameters of the second customer service system; The first customer service seat is scheduled for the second customer service system from among a plurality of customer service seats according to the number of users served simultaneously by the customer service seat.

7. The customer service agent scheduling method according to claim 1, characterized in that: Acquiring the current first service status data of the first customer service system, including: The first service status data of the first customer service system is obtained at each preset time interval.

8. A customer service agent scheduling device, characterized in that: include: A first acquisition module, used for acquiring the current first service status data of the first customer service system when the first customer service system and the second customer service system are started; A first determining module, configured to determine a service configuration parameter of the second customer service system according to the first service status data; A first scheduling module, configured to schedule a first customer service seat for the second customer service system from among a plurality of customer service seats according to a service configuration parameter of the second customer service system; The first customer service system and the second customer service system provide services to users through the multiple customer service seats.

9. A customer service agent scheduling device, characterized in that: include: A processor, a memory, and a program stored in the memory and executable on the processor, wherein when the program is executed by the processor, the customer service agent scheduling method according to any one of claims 1 to 7 is implemented.

10. A readable storage medium, characterized in that: The readable storage medium stores a program, and when the program is executed by the processor, the customer service agent scheduling method according to any one of claims 1 to 7 is implemented.

11. A computer program product, characterized in that It comprises computer instructions, which, when executed by a processor, implement the customer service agent scheduling method as described in any one of claims 1 to 7.

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