Service distribution method and device, electronic equipment and storage medium

Abstract

The embodiment of the invention provides a service distribution method and device, electronic equipment and a storage medium, and belongs to the technical field of service processing. The method comprises the steps of obtaining a to-be-processed service, and determining a target service source of the to-be-processed service; determining a target business processing background corresponding to the target business source based on a first mapping relationship between the business source and the business processing background; determining a target seat screening strategy corresponding to the target business processing background based on a second mapping relationship between the business processing background and the business distribution strategy; acquiring the busy state of each candidate seat, wherein the candidate seats comprise seats for processing the business of any business source; and based on the busy state and a target seat screening strategy, screening out a target seat from the candidate seats, and distributing the to-be-processed service to the target seat for processing. And flexible allocation is performed according to actual service requirements and seat states, so that discordance of resource allocation of seats is avoided, and the flexibility of service allocation is improved.

Description

Technical Field

[0001] The present application relates to the field of business processing technology, and in particular to a business distribution method, device, electronic device and storage medium. Background Art

[0002] With the surge in business demand, more and more people are handling business through bank remote agents. Bank remote agents refer to staff who engage in remote banking services, patiently answer customer questions, accept customer consultations, enhance customer service experience, and recommend and introduce existing bank products to customers. Instant Messaging (IM) customer service system, telephone, audio and video are the main communication channels between bank remote agents and customers.

[0003] In the related art, different seats are allocated for different communication channels, and each seat can only support the business processing of its corresponding communication channel and cannot be used for business processing of other communication channels. As a result, seats for some communication channels often need to handle more business, while seats for other communication channels often have no business to handle. The resource allocation of seats is not coordinated, resulting in low flexibility in business allocation. Therefore, it is urgent to provide a business allocation method to solve the above technical problems. Summary of the invention

[0004] The main purpose of the embodiments of the present application is to provide a service allocation method, device, electronic device and storage medium, which can avoid uncoordinated resource allocation of seats and improve the flexibility of service allocation.

[0005] To achieve the above object, a first aspect of an embodiment of the present application provides a service allocation method, the method comprising:

[0006] Obtaining pending business and determining a target business source of the pending business;

[0007] Determine a target business processing backend corresponding to the target business source based on a first mapping relationship between the business source and the business processing backend;

[0008] Determine a target agent screening strategy corresponding to the target business processing backend based on a second mapping relationship between the business processing backend and the business allocation strategy;

[0009] Obtaining the busy status of each candidate agent, wherein the candidate agent includes an agent that handles business from any business source;

[0010] Based on the busy status and the target seat screening strategy, a target seat is screened out from the candidate seats, and the to-be-processed business is allocated to the target seat for processing.

[0011] In some embodiments, the step of selecting a target seat from the candidate seats based on the busy status and the target seat selection strategy includes:

[0012] According to the target seat screening strategy, a seat to be assigned is screened out from the candidate seats;

[0013] When there are idle seats whose busy status is idle among the seats to be assigned, determining the number of the idle seats;

[0014] When the number of the idle seats is less than a preset number, any of the idle seats is determined as a target seat.

[0015] In some embodiments, the method further comprises:

[0016] When the number of the idle seats is greater than or equal to a preset number, obtaining the idle duration of each of the idle seats;

[0017] The idle seat with the longest idle duration is determined as the target seat.

[0018] In some embodiments, the method further comprises:

[0019] When there is no idle seat whose busy state is idle among the seats to be assigned, obtaining the business quantity of the first to-be-processed business in the seat business pool corresponding to each seat to be assigned;

[0020] Filtering out the target business quantity with the smallest business quantity from the business quantities corresponding to each of the seats to be assigned;

[0021] The seats to be allocated corresponding to the target business quantity are determined as target seats.

[0022] In some embodiments, allocating the pending business to the target agent for processing includes:

[0023] Allocate the pending business to the agent business pool corresponding to the target agent.

[0024] In some embodiments, the method further comprises:

[0025] When there is no idle seat whose busy state is idle among the seats to be allocated, obtaining the seat mark of each second to-be-processed service in the shared service pool;

[0026] Determine the number of seat marks corresponding to each seat to be assigned among the plurality of seat marks;

[0027] From each of the marker quantities, select the target marker quantity with the smallest marker quantity;

[0028] The seats to be allocated corresponding to the target number of marks are determined as target seats.

[0029] In some embodiments, allocating the pending business to the target agent for processing includes:

[0030] The to-be-processed service is allocated to the shared service pool, and the to-be-processed service is marked as an agent mark corresponding to the target agent.

[0031] To achieve the above-mentioned purpose, a second aspect of an embodiment of the present application proposes a service allocation device, including:

[0032] A first acquisition unit, used to acquire the business to be processed and determine the target business source of the business to be processed;

[0033] A first determining unit, configured to determine a target business processing backend corresponding to the target business source based on a first mapping relationship between a business source and a business processing backend;

[0034] A second determining unit, configured to determine a target agent screening strategy corresponding to the target business processing backend based on a second mapping relationship between the business processing backend and the business allocation strategy;

[0035] A second acquisition unit is used to acquire the busy status of each candidate seat, wherein the candidate seat includes a seat that handles business from any business source;

[0036] A screening unit is used to screen out a target seat from the candidate seats based on the busy state and the target seat screening strategy, and allocate the to-be-processed business to the target seat for processing.

[0037] In some embodiments, the screening unit is used to:

[0038] According to the target seat screening strategy, a seat to be assigned is screened out from the candidate seats;

[0039] When there are idle seats whose busy status is idle among the seats to be assigned, determining the number of the idle seats;

[0040] When the number of the idle seats is less than a preset number, any of the idle seats is determined as a target seat.

[0041] In some embodiments, the screening unit is further configured to:

[0042] When the number of the idle seats is greater than or equal to a preset number, obtaining the idle duration of each of the idle seats;

[0043] The idle seat with the longest idle duration is determined as the target seat.

[0044] In some embodiments, the screening unit is further configured to:

[0045] When there is no idle seat whose busy state is idle among the seats to be assigned, obtaining the business quantity of the first to-be-processed business in the seat business pool corresponding to each seat to be assigned;

[0046] Filtering out the target business quantity with the smallest business quantity from the business quantities corresponding to each of the seats to be assigned;

[0047] The seats to be allocated corresponding to the target business quantity are determined as target seats.

[0048] In some embodiments, the screening unit is further configured to:

[0049] Allocate the pending business to the agent business pool corresponding to the target agent.

[0050] In some embodiments, the screening unit is further configured to:

[0051] When there is no idle seat whose busy state is idle among the seats to be allocated, obtaining the seat mark of each second to-be-processed service in the shared service pool;

[0052] Determine the number of seat marks corresponding to each seat to be assigned among the plurality of seat marks;

[0053] From each of the marker quantities, select the target marker quantity with the smallest marker quantity;

[0054] The seats to be allocated corresponding to the target number of marks are determined as target seats.

[0055] In some embodiments, the screening unit is used to:

[0056] The to-be-processed service is allocated to the shared service pool, and the to-be-processed service is marked as an agent mark corresponding to the target agent.

[0057] To achieve the above-mentioned purpose, the third aspect of an embodiment of the present application proposes an electronic device, which includes a memory and a processor, wherein the memory stores a computer program, and when the processor executes the computer program, the method described in the first aspect is implemented.

[0058] To achieve the above-mentioned purpose, the fourth aspect of an embodiment of the present application proposes a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the method described in the first aspect is implemented.

[0059] The business allocation method and device, electronic device and storage medium proposed in the present application determine the target business source of the business to be processed by obtaining the business to be processed; determine the target business processing background corresponding to the target business source based on the first mapping relationship between the business source and the business processing background; determine the target seat screening strategy corresponding to the target business processing background based on the second mapping relationship between the business processing background and the business allocation strategy; obtain the busy status of each candidate seat, and the candidate seat includes the seat that handles the business of any business source; based on the busy status and the target seat screening strategy, select the target seat from the candidate seat, and allocate the business to be processed to the target seat for processing. In this way, it is no longer limited to the seats of a specific channel to handle specific business, and the integration of seat resources is realized. Flexible allocation can be made according to actual business needs and seat status, avoiding the situation where some seats have too much business volume while other seats are idle, avoiding the uncoordinated resource allocation of seats, and improving the flexibility of business allocation. BRIEF DESCRIPTION OF THE DRAWINGS

[0060] Figure 1 is a flow chart of the service allocation method provided in an embodiment of the present application;

[0061] Figure 2 yes Figure 1 Flow chart of step S105 in FIG.

[0062] Figure 3 yes Figure 1 Flow chart of step S105 in FIG.

[0063] Figure 4 yes Figure 1 Flow chart of step S105 in FIG.

[0064] Figure 5 yes Figure 1 Flow chart of step S105 in FIG.

[0065] Figure 6 yes Figure 1 Flow chart of step S105 in FIG.

[0066] Figure 7 yes Figure 1 Flow chart of step S105 in FIG.

[0067] Figure 8 is a structural diagram of a service distribution device provided in an embodiment of the present application;

[0068] Fig. 9 It is a schematic diagram of the hardware structure of the electronic device provided in the embodiment of the present application. DETAILED DESCRIPTION

[0069] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0070] It should be noted that, although the functional modules are divided in the device schematic diagram and the logical order is shown in the flowchart, in some cases, the steps shown or described may be performed in a different order than the module division in the device or the order in the flowchart. The terms "first", "second", etc. in the specification, claims and the above drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence.

[0071] Unless otherwise defined, all technical and scientific terms used herein have the same meaning as those commonly understood by those skilled in the art to which this application belongs. The terms used herein are only for the purpose of describing the embodiments of this application and are not intended to limit this application.

[0072] First, some nouns involved in this application are analyzed:

[0073] Agent: refers to the bank's remote service staff and their corresponding work positions or terminal equipment. When customers ask questions to the bank through the customer service system of instant messaging technology (IM), telephone, audio and video, etc., the agent is responsible for providing customers with accurate and clear answers. When customers encounter various problems in the process of handling banking business, the agent should listen carefully and give professional advice and guidance. Through high-quality service attitude and efficient problem-solving ability, improve customer satisfaction with bank services and create a good service experience for customers. Recommend and introduce the bank's existing products to customers: According to customer needs and situations, the agent introduces various bank products to customers in a timely manner to meet customers' financial needs and expand the bank's business. The agent can receive and process pending business submitted through various channels (such as IM, telephone, audio and video, etc.). According to the nature and requirements of the business, the agent communicates and collaborates with the corresponding business processing background to ensure the smooth processing of the business.

[0074] Customer Service System (Instant Messaging, IM): Instant messaging service system is a tool that enables real-time text, voice, image and other information exchanges through the Internet. In banking customer service, IM is usually an online customer service platform provided by the bank, which customers can access through mobile banking applications, web pages and other channels.

[0075] The customer service system has the following features: 1. Real-time: Customers and agents can communicate instantly, and the response speed is relatively fast. 2. Multi-mode communication: In addition to text communication, some IM systems also support voice messages, picture sending, etc., which are convenient for customers to express their problems more intuitively. 3. Recordability: Chat records can be saved, which is convenient for customers and agents to review problems and solutions. IM can provide customers with simple business consultations, such as checking account balances, transaction details, etc. Customers have a preliminary understanding of banking products, and agents can introduce product features and advantages through text. For some non-urgent but detailed answers, customers can initiate IM consultations at any time without waiting for the call to be connected.

[0076] Audio and video: Provide customer service through a combination of audio and video. Customers can use the audio and video client provided by the bank to communicate with agents face to face.

[0077] Audio and video have the following features: 1. Visualization: Agents and customers can see each other, which enhances the intimacy and trust of communication. 2. Efficient communication: For some situations that require display of information and demonstration of operations, audio and video methods are more intuitive and efficient. 3. Suitable for complex businesses: For example, when handling loan business, agents can use video to explain the process and requirements to customers in detail and guide them to fill in the information.

[0078] Audio and video can achieve high-end customer service and provide a more personalized service experience. Complex business handling requires detailed communication and confirmation between agents and customers. Scenarios that require visual operations such as remote identity authentication.

[0079] Telephone: A traditional voice communication method where customers communicate with agents by dialing the bank’s service hotline.

[0080] Telephone has the following features: 1. Directness: Customers can communicate directly with agents through voice, which makes their expressions clearer. 2. Popularity: Most people are familiar with telephone communication, and the threshold for use is low. 3. Emergency response: For some emergency situations, such as account abnormalities, loss reports, etc., customers can quickly contact the bank by phone to obtain timely processing.

[0081] Telephones can be used to solve urgent problems that need to be solved immediately. Elderly customers or customers who are not familiar with network operations are more inclined to use telephone consultations. When complex issues require long-term communication and explanation, telephone communication is more convenient.

[0082] Based on this, the embodiments of the present application provide a service allocation method, device, electronic device and storage medium, aiming to avoid uncoordinated resource allocation of seats and improve the flexibility of service allocation.

[0083] The service allocation method, device, electronic device and storage medium provided in the embodiments of the present application are specifically described through the following embodiments. First, the service allocation method in the embodiments of the present application is described.

[0084] The service allocation method provided in the embodiment of the present application relates to the field of service processing technology. The service allocation method provided in the embodiment of the present application can be applied to a terminal, can be applied to a server side, or can be software running in a terminal or a server side. In some embodiments, the terminal can be a smart phone, a tablet computer, a laptop computer, a desktop computer, etc.; the server side can be configured as an independent physical server, or can be configured as a server cluster or a distributed system composed of multiple physical servers, or can be configured as 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, CDN, and big data and artificial intelligence platforms; the software can be an application that implements the service allocation method, etc., but is not limited to the above forms.

[0085] The present application can be used in many general or special computer system environments or configurations. For example: personal computers, server computers, handheld or portable devices, tablet devices, multiprocessor systems, microprocessor-based systems, set-top boxes, programmable consumer electronics, network PCs, minicomputers, mainframe computers, distributed computing environments including any of the above systems or devices, etc. The present application can be described in the general context of computer-executable instructions executed by a computer, such as program modules. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform specific tasks or implement specific abstract data types. The present application can also be practiced in distributed computing environments, in which tasks are performed by remote processing devices connected through a communication network. In a distributed computing environment, program modules can be located in local and remote computer storage media including storage devices.

[0086] It should be noted that in each specific implementation of the present application, when it comes to the need to perform relevant processing based on data related to user identity or characteristics such as user information, user behavior data, user historical data, and user location information, the user's permission or consent will be obtained first, and the collection, use, and processing of these data will comply with relevant laws, regulations, and standards. In addition, when the embodiment of the present application needs to obtain the user's sensitive personal information, the user's separate permission or consent will be obtained through a pop-up window or by jumping to a confirmation page. After clearly obtaining the user's separate permission or consent, the necessary user-related data for the normal operation of the embodiment of the present application will be obtained.

[0087] Figure 1is an optional flow chart of the service allocation method provided in the embodiment of the present application. Figure 1 The method may include but is not limited to steps S101 to S105.

[0088] Step S101, obtaining the business to be processed, and determining the target business source of the business to be processed.

[0089] Among them, the business source is the channel through which the customer initiates a pending business, such as initiating a pending business through a telephone call; initiating a pending business through mobile banking applications, web pages and other channels; initiating a pending business through instant messaging software, etc., that is, the business sources are divided into three types: telephone, IM and audio and video.

[0090] Specifically, when a pending business is obtained, the corresponding target business source can be determined through the access method of the pending business.

[0091] For example, when the pending business is accessed via telephone, the corresponding target business source is the telephone; when the pending business is accessed through mobile banking applications, web pages and other channels, the corresponding target business source is IM; when the pending business is accessed through instant messaging software, the corresponding target business source is audio and video.

[0092] Step S102: determining a target business processing backend corresponding to the target business source based on a first mapping relationship between a business source and a business processing backend.

[0093] Among them, since different business sources were originally handed over to different back-end servers for corresponding processing, for example, the telephone business source is processed by the telephone back-end server, the IM business source is processed by the IM back-end server, and the audio and video business source is processed by the audio and video back-end server. In order to achieve unified allocation of pending businesses from multiple business sources without changing the existing back-end servers, the embodiment of the present application needs to determine the target business processing backend corresponding to the target business source based on the first mapping relationship between the business source and the business processing backend.

[0094] For example, if the target service source is a telephone service source, the corresponding target service processing background is the telephone back-end server; if the target service source is an IM service source, the corresponding target service processing background is the IM back-end server; if the target service source is an audio and video service source, the corresponding target service processing background is the audio and video back-end server.

[0095] Step S103: determining a target agent screening strategy corresponding to the target business processing background based on a second mapping relationship between the business processing background and the business allocation strategy.

[0096] Among them, since different business processing backends adopt different business allocation strategies when allocating business to be processed, it is necessary to determine the target seat screening strategy corresponding to the target business processing backend according to the second mapping relationship between the business processing backend and the business allocation strategy.

[0097] For example, the agent screening strategy of the telephone backend server is: assign the pending business to the agent with the highest service rating among the agents; the agent screening strategy of the IM backend server is: give priority to assigning it to the agent who served it last time; if the agent is busy, assign it to the agent with the longest continuous idle time; the agent screening strategy of the audio and video backend server is: assign the pending business to the agent with similar processing experience among the agents. If the target business processing backend is the audio and video backend server, the corresponding target agent screening strategy is: assign the pending business to the agent with similar processing experience among the agents.

[0098] Step S104, obtaining the busy status of each candidate agent, wherein the candidate agent includes an agent that processes services from any service source.

[0099] Among them, after the target seat screening strategy is determined in step S103, in order to ensure that the pending business initiated by the customer can be processed as soon as possible, it is also necessary to obtain the busy status of each candidate seat. The difference between the embodiment of the present application and the prior art is that the prior art allocates the pending business to the processing seat corresponding to the business source according to different business sources. For example, the pending business from the phone source will be allocated to the phone seat specifically used to process the pending business from the phone source. The embodiment of the present application is to uniformly allocate seats for processing different business sources such as phone seats, IM seats, audio and video seats, so the candidate seats are seats for processing business from any business source. That is, no matter what the target business source of the pending business is, the seats are screened from the candidate seats including phone seats, IM seats, and audio and video seats to avoid the situation where some seats have too much business volume while other seats are idle, avoid the uncoordinated resource allocation of seats, and improve the flexibility of business allocation.

[0100] Specifically, the busy state may include two states: idle and busy. The idle state means that the busyness is 0, and the busy state means that the busyness is not 0; or the idle state means that the busyness is less than a preset busyness threshold, and the busy state means that the busyness is greater than or equal to the preset busyness threshold. For example, the preset busyness threshold is 30%, and the candidate seats with a busyness less than 30% are determined to be idle, and the candidate seats with a busyness greater than or equal to 30% are determined to be busy.

[0101] In some embodiments, different busyness weights may be set for each candidate seat according to the proximity of each candidate seat to the target service source corresponding to the service to be processed, so that the final busyness of each candidate seat = the original busyness * the busyness weight, and the busy state is determined by the final busyness. The weight setting principle is: the closer the seat is, the smaller the weight, the farther the seat is from the target service source, the larger the weight, and the weight is greater than 1.

[0102] For example, there is a pending service from the phone. The candidate seats are seat A and seat B. Seat A is mainly responsible for IM services, and seat B is mainly responsible for audio and video services. According to the weight setting principle, seat B is responsible for audio and video services, which is relatively close to the phone service, and is given a larger weight, such as 1.5. Seat A is responsible for IM services, which is the least close to the phone service, and is given the largest weight, such as 2. If the original busyness of seats A and B is 60% and 70% respectively. After setting the weights, the final busyness of seat A is 60%*2=120%, and the final busyness of seat B is 70%*1.5=105%. In this case, the system will select agent B as the target agent to handle the pending business from the phone. Although its actual busyness is high, agent B is closer to the source of the phone business than agent A. By setting the weight, the final busyness of agent B is less than that of agent A. In the subsequent allocation of pending business from the phone, agent B is more likely to be allocated than agent A because of its lower final busyness. In addition, since agent B is relatively close to the phone business, agent B is used to handle the pending business from the phone, and its business processing proficiency is higher than that of agent A, thereby achieving rapid processing of business.

[0103] Step S105 , based on the busy status and the target seat screening strategy, a target seat is screened out from the candidate seats, and the to-be-processed business is allocated to the target seat for processing.

[0104] Among them, after the target seat screening strategy is determined in step S103 and the busy status of each candidate seat is obtained in step S104, the busy status of each candidate seat and the target seat screening strategy can be combined to screen out the target seat that is most suitable for processing the pending business from the candidate seats, so as to allocate the pending business to the target seat for processing.

[0105] For example, for the telephone access scenario, suppose there is a pending business for an incoming call. First, determine that the target business source of this business is the customer calling the bank service hotline. According to the first mapping relationship between the business source and the business processing background, determine that the target business processing background is the telephone backend server. At this time, the target agent screening strategy is to assign the pending business to the agent with the highest service rating among the agents. The system obtains the busy status of all candidate agents (including agents who are handling telephone services, IM services, and audio and video services). If it is found that multiple agents are currently idle, the system will further check the service ratings of these agents. Assume that Agent A, Agent B, and Agent C are idle, and Agent A's service rating is 4.5 stars, Agent B's service rating is 4 stars, and Agent C's service rating is 4.8 stars. Then, the system will assign this telephone business to Agent C for processing.

[0106] For the IM access scenario, the customer submitted a pending business through the bank's IM client. After determining that the target business source is an incoming IM line, the corresponding target business processing background is the IM backend server. The target agent screening strategy is to give priority to the agent who served the customer last time; if the agent is busy, it is assigned to the agent with the longest continuous idle time. The system queries the busy status of the candidate agents and finds that agent D, who served the customer last time, is busy. Then, the system looks for the agent with the longest continuous idle time. Assume that agent E has been idle for 30 minutes and agent F has been idle for 20 minutes. Then, this IM business will be assigned to agent E for processing.

[0107] For audio and video access scenarios, when a customer calls in a pending business through the bank's audio and video client, the target business processing background is determined to be the audio and video backend server. The target agent screening strategy is to assign pending business to agents with similar processing experience. After the system obtains the busy status of the candidate agents, it screens out agents with similar processing experience and who are idle or relatively idle. For example, agent G and agent H both have experience in handling similar businesses. Agent G has just completed a simple business processing and is in a relatively idle state, while agent H is handling a complex business and is relatively busy. Then, this audio and video business will be assigned to agent G for processing.

[0108] Steps S101 to S105 shown in the embodiment of the present application determine the target business source of the pending business by acquiring the pending business; determine the target business processing backend corresponding to the target business source based on the first mapping relationship between the business source and the business processing backend; determine the target seat screening strategy corresponding to the target business processing backend based on the second mapping relationship between the business processing backend and the business allocation strategy; obtain the busy status of each candidate seat, and the candidate seats include seats that handle business from any business source; based on the busy status and the target seat screening strategy, select the target seat from the candidate seats, and assign the pending business to the target seat for processing. In this way, it is no longer limited to the seats of a specific channel to handle specific business, and the integration of seat resources is realized. Flexible allocation can be made according to actual business needs and seat status to avoid the situation where some seats have too much business volume while other seats are idle, avoid uncoordinated resource allocation of seats, and improve the flexibility of business allocation.

[0109] See also Figure 2 In some embodiments, step S105 may include but is not limited to steps S201 to S203:

[0110] Step S201: Screening seats to be assigned from the candidate seats according to the target seat screening strategy.

[0111] Among them, since different business processing backends correspond to different seat screening strategies, when screening target seats, it is first necessary to screen the seats to be assigned from the candidate seats according to the target seat screening strategy.

[0112] For example, a pending business from an audio and video channel. The target business processing backend is the audio and video backend server, and the target agent screening strategy is to assign the pending business to the agent with similar processing experience. The candidate agents are Agent A, Agent B, Agent C, and Agent D. Agent A mainly handles telephone business, but has a small amount of experience in handling audio and video business; Agent B is mainly responsible for IM business and has almost no experience in handling audio and video business; Agent C often handles audio and video business and performs well in handling complex audio and video problems; Agent D occasionally handles audio and video business. According to the target agent screening strategy, Agent C is determined to be the seat to be assigned because of his rich experience in similar processing.

[0113] Step S202: when there are idle seats whose busy status is idle among the seats to be allocated, the number of the idle seats is determined.

[0114] Here, since the busy status of each candidate seat has been obtained, and the seats to be assigned have been screened out in step S201, and the seats to be assigned are among the candidate seats, the busy status of each seat to be assigned can be directly obtained.

[0115] Specifically, when there are idle seats whose busy status is idle among the seats to be allocated, the number of the idle seats is determined.

[0116] For example, the busy status of the to-be-assigned seat A is idle, the busy status of the to-be-assigned seat B is busy, the busy status of the to-be-assigned seat C is idle, and the busy status of the to-be-assigned seat D is busy. Then the idle seats are the to-be-assigned seat A and the to-be-assigned seat C, and the number of idle seats is 2.

[0117] Step S203: when the number of the idle seats is less than a preset number, any of the idle seats is determined as a target seat.

[0118] In order to prevent a small number of idle seats from being assigned to handle other pending businesses, a preset number is set. When the number of idle seats is less than the preset number, it means that the current number of idle seats is small and idle seats need to be assigned to the pending businesses as soon as possible, so any of the idle seats is determined as the target seat.

[0119] For example, the preset number is 3. Currently, there is a pending business from a phone call. The system determines the target business processing background as the phone backend server according to the business source, and starts screening the target seats.

[0120] After the system queries the busy status of the candidate seats, it is found that only two seats are idle, namely seat I and seat J. Since the number of idle seats 2 is less than the preset number 3.

[0121] In this case, the system can randomly determine agent I or agent J as the target agent. For example, agent I is determined as the target agent here, and then the pending call service is assigned to agent I for processing.

[0122] In this way, according to the specific screening strategies of different business processing backgrounds, the most suitable seat for handling the current pending business can be quickly found. For example, in the business of audio and video channels, the seats to be assigned with similar processing experience can be accurately selected, which improves the professionalism and speed of business processing. Ensure that when there are idle seats, the target seat can be quickly determined for business allocation. When the number of idle seats is small, any idle seat can be promptly determined as the target seat to avoid long waiting time for business and improve the timeliness of business processing.

[0123] See also Figure 3 In some embodiments, step S105 may include but is not limited to steps S301 to S302:

[0124] Step S301: when the number of the idle seats is greater than or equal to a preset number, the idle duration of each idle seat is obtained.

[0125] Among them, when the number of idle seats in the busy state among the seats to be assigned is greater than or equal to the preset number, it means that there are currently many idle seats. In order to avoid one or some idle seats being in the idle busy state for a long time, the idle duration of each idle seat is obtained.

[0126] For example, the preset number is 5. Now there is a pending business from IM. The system determines that the target business processing background is the IM backend server, and screens out the seats to be assigned. After querying, it is found that there are 6 seats in idle state, namely seat K, seat L, seat M, seat N, seat O and seat P. Since the number of idle seats 6 is greater than the preset number 5, the system starts to obtain the idle duration of each idle seat. Assume that the idle duration of seat K is 10 minutes, seat L is 15 minutes, seat M is 8 minutes, seat N is 12 minutes, seat O is 20 minutes, and seat P is 18 minutes.

[0127] Step S302: determine the idle seat with the longest idle duration as the target seat.

[0128] Among them, the embodiment of the present application sets that when the number of idle seats is greater than or equal to a preset number, the idle seat with the longest idle duration is preferentially assigned to the idle business to be processed as the target seat to process the idle business, so as to avoid one or some idle seats being in an idle busy state for a long time.

[0129] For example, assuming that the idle duration of seat K is 10 minutes, seat L is 15 minutes, seat M is 8 minutes, seat N is 12 minutes, seat O is 20 minutes, and seat P is 18 minutes, then seat O with the largest idle duration is determined as the target seat.

[0130] Therefore, when the number of idle seats is greater than or equal to the preset number, it indicates that more seats are idle. By obtaining the idle duration and allocating business to the seat with the longest idle duration, it is possible to avoid some seats being idle for a long time, make full use of seat resources, and improve the overall resource utilization efficiency. Dynamic allocation: The system can dynamically adjust according to the actual idle situation of the seats, ensuring that business can be promptly allocated to seats with relatively longer idle time, so that seat resources can be more reasonably allocated.

[0131] See also Figure 4 In some embodiments, step S105 may include but is not limited to steps S401 to S403:

[0132] Step S401: when there is no idle seat whose busy state is idle among the seats to be assigned, the service quantity of the first to-be-processed service in the seat service pool corresponding to each seat to be assigned is obtained.

[0133] If the busy status of each seat to be assigned is busy, that is, there is no idle seat with a busy status of idle, it means that the assigned business cannot be processed immediately by the seat. In the case where each seat corresponds to an agent business pool, in order to avoid the problem of poor business processing experience caused by long waiting time for customers, the business quantity of the first pending business in the seat business pool corresponding to each seat to be assigned can be obtained, so as to determine the target seat according to the business quantity of the first pending business.

[0134] For example, the busy status of the seats to be assigned (seat Q, seat R, seat S, etc.) are all busy, and there are no idle seats. Since each seat corresponds to a seat service pool, the system starts to obtain the number of first pending services in the seat service pool corresponding to each seat to be assigned. The number of first pending services in the service pool of seat Q is 10, the number in the service pool of seat R is 8, and the number in the service pool of seat S is 12.

[0135] Step S402: Filter out the target business quantity with the smallest business quantity from the business quantities corresponding to each seat to be allocated.

[0136] Among them, the method of determining the target seat according to the business quantity of the first to-be-processed business is to screen out the target business quantity with the smallest business quantity from the business quantity corresponding to each seat to be assigned, that is, the business volume of the seat to be assigned corresponding to the seat business pool where the target business quantity is located is the smallest, and then the seat to be assigned is determined as the target seat.

[0137] For example, the number of first pending services in the service pool corresponding to seat X is 5; the number of first pending services in the service pool corresponding to seat Y is 3; the number of first pending services in the service pool corresponding to seat Z is 7. 3 is the smallest value when filtering from these service numbers, so the target service number is 3, which is the service number corresponding to seat Y.

[0138] Step S403: The seats to be allocated corresponding to the target business quantity are determined as target seats.

[0139] After the target business quantity is determined in step S402, the to-be-allocated seats corresponding to the target business quantity are determined as target seats, so that the to-be-processed business is allocated to the to-be-allocated seats with the smallest business volume, so as to achieve the effect of processing as quickly as possible.

[0140] In this way, when there are no idle seats, the customer's waiting time can be shortened to the greatest extent by giving priority to the first seat with the least number of pending services in the seat service pool as the target seat. For example, in the example of seat X, seat Y, and seat Z, seat Y with less services in the service pool is selected to handle new services, so that the customer does not have to wait for a long time for the seat with a large number of services to handle other services before handling his own services.

[0141] See also Figure 5 In some embodiments, step S105 may include but is not limited to step S501:

[0142] Step S501: Allocate the to-be-processed service to the agent service pool corresponding to the target agent.

[0143] Among them, in the case where each seat corresponds to an agent business pool, after the target seat is determined, the business to be processed is allocated to the seat business pool corresponding to the target seat. According to the first-in-first-out principle of the seat processing business, the business to be processed can be processed after the target seat completes processing of the business before the business to be processed.

[0144] In this way, the pending business is assigned to the agent business pool corresponding to the target seat and processed according to the first-in-first-out principle, ensuring that each business can be processed in the order in which it arrives. This reflects fairness, avoids queue jumping or unreasonable priority processing, and allows all customers to wait for business processing in a fair environment. For example, in the target seat business pool, the business that enters first will be processed first, and the original processing order will not be disrupted due to the addition of new business, so that each customer can anticipate the processing progress of their own business.

[0145] See also Figure 6 In some embodiments, step S105 may include but is not limited to steps S601 to S604:

[0146] Step S601: when there is no idle seat whose busy state is idle among the seats to be allocated, obtain the seat mark of each second to-be-processed service in the shared service pool.

[0147] If the busy status of each to-be-assigned seat is busy, that is, there is no idle seat with a busy status of idle, it means that the to-be-assigned service cannot be processed immediately by the seat. In the case where multiple seats share a shared service pool, in order to avoid the problem of poor service processing experience caused by long customer waiting time, the seat mark of each second to-be-processed service in the shared service pool can be used to determine the target seat according to the seat mark of each second to-be-processed service.

[0148] For example, three seats, namely, seat A, seat B and seat C, share a shared service pool. In the shared service pool, there are five second pending services, which are marked as follows: Service 1 is marked with the seat A. Service 2 is marked with the seat B. Service 3 is marked with the seat A. Service 4 is marked with the seat C. Service 5 is marked with the seat B. At this time, when there is a new pending service to be processed, but all seats (seat A, seat B and seat C) are in the busy state, the system can determine the target seat according to the seat marks of these second pending services.

[0149] Step S602: determining the number of seat marks corresponding to each seat to be assigned in the plurality of seat marks.

[0150] In order to determine the target seat from the seats to be assigned, it is necessary to count the number of marks corresponding to the seat mark of each seat to be assigned.

[0151] For example, business 1 is marked with agent A. Business 2 is marked with agent B. Business 3 is marked with agent A. Business 4 is marked with agent C. Business 5 is marked with agent B. Then the number of marks of the agent mark corresponding to agent A is 2, the number of marks of the agent mark corresponding to agent B is 2, and the number of marks of the agent mark corresponding to agent C is 1.

[0152] Step S603: Filter out the target marker quantity with the smallest marker quantity from each of the marker quantities.

[0153] In order to allocate the pending business to the seat with the smallest business volume to achieve the effect of processing as quickly as possible, the target number of marks with the smallest number of marks is screened out from each of the number of marks, so as to determine the seat to be allocated corresponding to the target number of marks as the target seat.

[0154] For example, the number of marks of the seat mark corresponding to seat A is 2, the number of marks of the seat mark corresponding to seat B is 2, and the number of marks of the seat mark corresponding to seat C is 1, then the target number of marks with the minimum number of marks is the number of marks 1 corresponding to seat 1.

[0155] Step S604: The seats to be allocated corresponding to the target number of marks are determined as target seats.

[0156] Among them, since the target number of marks is the number of marks with the smallest number of marks among the number of marks, it means that the business volume of the corresponding seat to be allocated is the smallest, so the seat to be allocated corresponding to the target number of marks is determined as the target seat.

[0157] For example, the number of marks of the seat mark corresponding to seat A is 2, the number of marks of the seat mark corresponding to seat B is 2, and the number of marks of the seat mark corresponding to seat C is 1. Then the target number of marks with the smallest number of marks is the number of marks 1 corresponding to seat 1, and seat C is the target seat.

[0158] In this way, by allocating services based on the number of agent tokens in the shared service pool, the service burden of each agent can be more balanced. All agents can efficiently handle services and improve overall resource utilization efficiency. Whether it is a business peak or a trough, this allocation method based on the number of agent tokens in the shared service pool can dynamically adjust service allocation, allowing the system to flexibly adapt to different business scenarios and fluctuations in business volume.

[0159] See also Figure 7 In some embodiments, step S105 may include but is not limited to step S701:

[0160] Step S701: Allocate the pending service to the shared service pool, and identify the pending service as the seat mark corresponding to the target seat.

[0161] In the case where multiple agents share a shared service pool, when allocating pending services to a target agent, the pending services are allocated to the shared service pool, and the pending services are marked as the agent mark corresponding to the target agent.

[0162] For example, in the shared service pool, service 1 is marked as seat X, service 2 is marked as seat Y, service 3 is marked as seat X, service 4 is marked as seat Z, and service 5 is marked as seat Y. When a new service is assigned, it is marked with the tag of seat Z, so that in the subsequent processing, the relevant personnel can clearly know that the service is assigned to seat Z for processing first.

[0163] In this way, by allocating pending services to the shared service pool and marking them with the seat mark corresponding to the target seat, the ownership of the services is very clear. For example, in the shared service pool, you can clearly see which seat the new service belongs to through the mark, which helps to avoid confusion and chaos in the service processing process, ensures that each service can be correctly allocated to the corresponding seat for processing, and improves the processing efficiency of pending services.

[0164] See also Figure 8 The embodiment of the present application further provides a service allocation device, which can implement the above service allocation method, and the device includes:

[0165] A first acquisition unit, used to acquire the business to be processed and determine the target business source of the business to be processed;

[0166] A first determining unit, configured to determine a target business processing backend corresponding to the target business source based on a first mapping relationship between a business source and a business processing backend;

[0167] A second determining unit, configured to determine a target agent screening strategy corresponding to the target business processing backend based on a second mapping relationship between the business processing backend and the business allocation strategy;

[0168] A second acquisition unit is used to acquire the busy status of each candidate seat, wherein the candidate seat includes a seat that handles business from any business source;

[0169] A screening unit is used to screen a target seat from the candidate seats based on the busy status and the target seat screening strategy, and assign the pending business to the target seat for processing.

[0170] Screening unit for:

[0171] According to the target seat screening strategy, a seat to be assigned is screened out from the candidate seats;

[0172] When there are idle seats whose busy status is idle among the seats to be assigned, determining the number of the idle seats;

[0173] When the number of the idle seats is less than a preset number, any of the idle seats is determined as a target seat.

[0174] In some embodiments, the screening unit is further configured to:

[0175] When the number of the idle seats is greater than or equal to a preset number, obtaining the idle duration of each of the idle seats;

[0176] The idle seat with the longest idle duration is determined as the target seat.

[0177] In some embodiments, the screening unit is further configured to:

[0178] When there is no idle seat whose busy state is idle among the seats to be assigned, obtaining the business quantity of the first to-be-processed business in the seat business pool corresponding to each seat to be assigned;

[0179] Filtering out the target business quantity with the smallest business quantity from the business quantities corresponding to each of the seats to be assigned;

[0180] The seats to be allocated corresponding to the target business quantity are determined as target seats.

[0181] In some embodiments, the screening unit is further configured to:

[0182] Allocate the pending business to the agent business pool corresponding to the target agent.

[0183] In some embodiments, the screening unit is further configured to:

[0184] When there is no idle seat whose busy state is idle among the seats to be allocated, obtaining the seat mark of each second to-be-processed service in the shared service pool;

[0185] Determine the number of seat marks corresponding to each seat to be assigned among the plurality of seat marks;

[0186] From each of the marker quantities, select the target marker quantity with the smallest marker quantity;

[0187] The seats to be allocated corresponding to the target number of marks are determined as target seats.

[0188] In some embodiments, the screening unit is used to:

[0189] The to-be-processed service is allocated to the shared service pool, and the to-be-processed service is marked as an agent mark corresponding to the target agent.

[0190] The business allocation device provided in the embodiment of the present application obtains the pending business through the first acquisition unit to determine the target business source of the pending business; the first determination unit determines the target business processing background corresponding to the target business source based on the first mapping relationship between the business source and the business processing background; the second determination unit determines the target seat screening strategy corresponding to the target business processing background based on the second mapping relationship between the business processing background and the business allocation strategy; the second acquisition unit obtains the busy state of each candidate seat, and the candidate seat includes the seat that processes the business of any business source; the screening unit screens out the target seat from the candidate seat based on the busy state and the target seat screening strategy, and allocates the pending business to the target seat for processing. In this way, it is no longer limited to the seat of a specific channel to handle a specific business, and the integration of seat resources is realized. It can be flexibly allocated according to actual business needs and seat status, avoiding the situation where some seats have too much business volume while other seats are idle, avoiding the uncoordinated resource allocation of seats, and improving the flexibility of business allocation. According to the specific screening strategies of different business processing backgrounds, the seat that is most suitable for processing the current pending business can be quickly found. For example, in the business of audio and video channels, seats to be assigned with similar processing experience can be accurately selected, which improves the professionalism and speed of business processing. Ensure that the target seat can be quickly determined for business allocation when there are idle seats. When the number of idle seats is small, any idle seat is promptly determined as the target seat to avoid long waiting time for business and improve the timeliness of business processing. When the number of idle seats is greater than or equal to the preset number, it indicates that more seats are idle. By obtaining the idle duration and allocating business to the seat with the longest idle duration, some seats can be avoided from being idle for a long time, seat resources can be fully utilized, and the overall resource utilization efficiency can be improved. Dynamic allocation: The system can make dynamic adjustments according to the actual idle situation of the seat, ensuring that the business can be promptly allocated to the seat with a relatively long idle time, so that the seat resources can be more reasonably allocated. When there are no idle seats, by giving priority to selecting the seat with the least number of pending businesses in the seat business pool as the target seat, the customer's waiting time can be shortened to the greatest extent. For example, in the example of seat X, seat Y, and seat Z, seat Y with a smaller number of businesses in the business pool is selected to handle new business, so that customers do not have to wait for a long time for the seat with a large number of businesses in front to handle other businesses before handling their own business. The pending business is allocated to the seat business pool corresponding to the target seat and processed according to the first-in-first-out principle, ensuring that each business can be processed in the order of its arrival. It reflects fairness, avoids queue jumping or unreasonable priority processing, and allows all customers to wait for business processing in a fair environment. For example, in the target seat business pool, the first business to enter will be processed first, and the original processing order will not be disrupted due to the addition of new business, so that each customer can anticipate the processing progress of their own business.Allocating services based on the number of agent tags in the shared service pool can make the service burden of each agent more balanced. All agents can efficiently handle services and improve overall resource utilization efficiency. Whether it is business peak or trough, this allocation method based on the number of agent tags in the shared service pool can dynamically adjust service allocation, so that the system can flexibly adapt to different business scenarios and fluctuations in business volume. By allocating pending services to the shared service pool and marking them with the agent tags corresponding to the target agents, the ownership of the services is very clear. For example, in a shared service pool, you can clearly see which agent a new service belongs to through the tag, which helps avoid confusion and chaos in the service processing process, ensures that each service can be correctly assigned to the corresponding agent for processing, and improves the processing efficiency of pending services.

[0191] The specific implementation of the service allocation device is substantially the same as the specific implementation of the above service allocation method, and will not be described in detail herein.

[0192] The embodiment of the present application also provides an electronic device, the electronic device includes a memory and a processor, the memory stores a computer program, and the processor implements the above service allocation method when executing the computer program. The electronic device can be any intelligent terminal including a tablet computer, a car computer, etc.

[0193] See also Fig. 9 , Fig. 9 The hardware structure of an electronic device of another embodiment is illustrated, and the electronic device includes:

[0194] The processor 901 may be implemented by a general-purpose CPU (Central Processing Unit), a microprocessor, an application-specific integrated circuit (Application Specific Integrated Circuit, ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solutions provided in the embodiments of the present application;

[0195] The memory 902 may be implemented in the form of a read-only memory (ROM), a static storage device, a dynamic storage device, or a random access memory (RAM). The memory 902 may store an operating system and other application programs. When the technical solution provided in the embodiment of this specification is implemented by software or firmware, the relevant program code is stored in the memory 902, and the processor 901 calls and executes the service allocation method of the embodiment of this application;

[0196] Input / output interface 903, used to implement information input and output;

[0197] Communication interface 904, used to realize communication interaction between the device and other devices, which can be realized by wired mode (such as USB, network cable, etc.) or wireless mode (such as mobile network, WIFI, Bluetooth, etc.);

[0198] A bus 905 that transmits information between various components of the device (e.g., the processor 901, the memory 902, the input / output interface 903, and the communication interface 904);

[0199] The processor 901 , the memory 902 , the input / output interface 903 and the communication interface 904 are connected to each other in communication within the device via a bus 905 .

[0200] An embodiment of the present application further provides a computer-readable storage medium, which stores a computer program. When the computer program is executed by a processor, the above-mentioned service allocation method is implemented.

[0201] The memory, as a non-transient computer-readable storage medium, can be used to store non-transient software programs and non-transient computer executable programs. In addition, the memory may include a high-speed random access memory, and may also include a non-transient memory, such as at least one disk storage device, a flash memory device, or other non-transient solid-state storage device. In some embodiments, the memory may optionally include a memory remotely disposed relative to the processor, and these remote memories may be connected to the processor via a network. Examples of the above-mentioned network include, but are not limited to, the Internet, an intranet, a local area network, a mobile communication network, and combinations thereof.

[0202] The business allocation method, business allocation device, electronic device and storage medium provided in the embodiment of the present application determine the target business source of the business to be processed by acquiring the business to be processed; determine the target business processing background corresponding to the target business source based on the first mapping relationship between the business source and the business processing background; determine the target seat screening strategy corresponding to the target business processing background based on the second mapping relationship between the business processing background and the business allocation strategy; obtain the busy status of each candidate seat, and the candidate seats include seats that handle the business of any business source; based on the busy status and the target seat screening strategy, select the target seat from the candidate seats, and allocate the business to be processed to the target seat for processing. In this way, it is no longer limited to the seats of a specific channel to handle specific business, and the integration of seat resources is realized. Flexible allocation can be made according to actual business needs and seat status, avoiding the situation where some seats have too much business volume while other seats are idle, avoiding the uncoordinated resource allocation of seats, and improving the flexibility of business allocation.

[0203] The embodiments described in the embodiments of the present application are intended to more clearly illustrate the technical solutions of the embodiments of the present application and do not constitute a limitation on the technical solutions provided in the embodiments of the present application. Those skilled in the art will appreciate that with the evolution of technology and the emergence of new application scenarios, the technical solutions provided in the embodiments of the present application are also applicable to similar technical problems.

[0204] Those skilled in the art will appreciate that the technical solutions shown in the figures do not constitute a limitation on the embodiments of the present application, and may include more or fewer steps than shown in the figures, or a combination of certain steps, or different steps.

[0205] The device embodiments described above are merely illustrative, and the units described as separate components may or may not be physically separated, that is, they may be located in one place or distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0206] Those skilled in the art will appreciate that all or some of the steps in the methods disclosed above, and the functional modules / units in the systems and devices may be implemented as software, firmware, hardware, or a suitable combination thereof.

[0207] The terms "first", "second", "third", "fourth", etc. (if any) in the specification of the present application and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchangeable where appropriate, so that the embodiments of the present application described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any of their variations are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device comprising a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0208] It should be understood that in the present application, "at least one (item)" means one or more, and "plurality" means two or more. "And / or" is used to describe the association relationship of associated objects, indicating that three relationships may exist. For example, "A and / or B" can mean: only A exists, only B exists, and A and B exist at the same time, where A and B can be singular or plural. The character " / " generally indicates that the objects associated before and after are in an "or" relationship. "At least one of the following" or similar expressions refers to any combination of these items, including any combination of single or plural items. For example, at least one of a, b or c can mean: a, b, c, "a and b", "a and c", "b and c", or "a and b and c", where a, b, c can be single or multiple.

[0209] In the several embodiments provided in the present application, it should be understood that the disclosed devices and methods can be implemented in other ways. For example, the device embodiments described above are only schematic. For example, the division of the above 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.

[0210] The units described above as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0211] In addition, each functional unit in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit. The above-mentioned integrated unit may be implemented in the form of hardware or in the form of software functional units.

[0212] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present application is essentially or the part that contributes to the prior art or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including multiple instructions to enable a computer device (which can be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods of various embodiments of the present application. 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 programs.

[0213] The preferred embodiments of the present invention are described above with reference to the accompanying drawings, but the scope of the rights of the present invention is not limited thereto. Any modification, equivalent substitution and improvement made by a person skilled in the art without departing from the scope and essence of the present invention should be within the scope of the rights of the present invention.

Claims

1. A service allocation method, characterized in that: include: Obtaining pending business and determining a target business source of the pending business; Determine a target business processing backend corresponding to the target business source based on a first mapping relationship between the business source and the business processing backend; Determine a target agent screening strategy corresponding to the target business processing backend based on a second mapping relationship between the business processing backend and the business allocation strategy; Obtaining the busy status of each candidate agent, wherein the candidate agent includes an agent that handles business from any business source; Based on the busy status and the target seat screening strategy, a target seat is screened out from the candidate seats, and the to-be-processed business is allocated to the target seat for processing.

2. The service allocation method according to claim 1, characterized in that: The step of selecting a target seat from the candidate seats based on the busy state and the target seat screening strategy includes: According to the target seat screening strategy, a seat to be assigned is screened out from the candidate seats; When there are idle seats whose busy status is idle among the seats to be assigned, determining the number of the idle seats; When the number of the idle seats is less than a preset number, any of the idle seats is determined as a target seat.

3. The service allocation method according to claim 2, characterized in that: The method further comprises: When the number of the idle seats is greater than or equal to a preset number, obtaining the idle duration of each of the idle seats; The idle seat with the longest idle duration is determined as the target seat.

4. The service allocation method according to claim 2, characterized in that: The method further comprises: When there is no idle seat whose busy state is idle among the seats to be assigned, obtaining the business quantity of the first to-be-processed business in the seat business pool corresponding to each seat to be assigned; Filtering out the target business quantity with the smallest business quantity from the business quantities corresponding to each of the seats to be assigned; The seats to be allocated corresponding to the target business quantity are determined as target seats.

5. The service allocation method according to claim 4, characterized in that: The allocating the pending business to the target seat for processing includes: Allocate the pending business to the agent business pool corresponding to the target agent.

6. The service allocation method according to claim 2, characterized in that: The method further comprises: When there is no idle seat whose busy state is idle among the seats to be allocated, obtaining the seat mark of each second to-be-processed service in the shared service pool; Determine the number of seat marks corresponding to each seat to be assigned among the plurality of seat marks; From each of the marker quantities, select the target marker quantity with the smallest marker quantity; The seats to be allocated corresponding to the target number of marks are determined as target seats.

7. The service allocation method according to claim 6, characterized in that: The allocating the pending business to the target seat for processing includes: The to-be-processed service is allocated to the shared service pool, and the to-be-processed service is marked as an agent mark corresponding to the target agent.

8. A service distribution device, characterized in that: include: A first acquisition unit, used to acquire the business to be processed and determine the target business source of the business to be processed; A first determining unit, configured to determine a target business processing backend corresponding to the target business source based on a first mapping relationship between a business source and a business processing backend; A second determining unit, configured to determine a target agent screening strategy corresponding to the target business processing backend based on a second mapping relationship between the business processing backend and the business allocation strategy; A second acquisition unit is used to acquire the busy status of each candidate seat, wherein the candidate seat includes a seat that handles business from any business source; A screening unit is used to screen out a target seat from the candidate seats based on the busy state and the target seat screening strategy, and allocate the to-be-processed business to the target seat for processing.

9. An electronic device, characterized in that: The electronic device comprises a memory and a processor, the memory stores a computer program, and the processor implements the service allocation method according to any one of claims 1 to 7 when executing the computer program.

10. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, the service allocation method according to any one of claims 1 to 7 is implemented.

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