Scheduling method and device based on customer service seat, equipment and medium

Abstract

The invention discloses a scheduling method and device based on a customer service seat, equipment and a medium. The method comprises the steps of obtaining a manpower gap of a scheduling period every day and a manpower gap of each scheduling time point; obtaining a prediction date with the maximum manpower gap and a prediction scheduling time point with the maximum manpower gap in the prediction date according to the manpower gap of each day and the manpower gap of each scheduling time point; calculating the scheduling manpower at the predicted scheduling time point of the prediction date, and obtaining available shifts of the scheduling manpower; and calculating the residual sum of squares and decline values of the available shifts of the to-be-scheduled manpower and the to-be-scheduled manpower by using a least square method, and selecting the available shift of the to-be-scheduled manpower and the to-be-scheduled manpower with the maximum residual sum of squares and decline values for scheduling. The problems that personnel allocation of existing manual scheduling is not timely enough, the standard reaching of the call completing rate is affected, the operation cost of a call center is high, and fairness and efficiency are difficult to consider are solved, and compared with a traditional planning algorithm, a better solution can be quickly found.

Description

Technical Field

[0001] The present invention relates to the field of information processing technology, and in particular to a scheduling method, device, equipment and medium based on customer service seats. Background Art

[0002] With the rapid development of China's economy, the call center industry has also developed rapidly in China in recent years, and the number of various call centers and practitioners has continued to increase. The efficiency and tracking of manual call forecasting and scheduling cannot keep up with the pace of call center development, and the call volume in each region changes frequently. There are many seats at each site of the call center, and the sites are scattered. Call center managers cannot effectively understand the actual work situation of customer service seats, and cannot effectively analyze the actual working hours and work efficiency of customer service seats. Call center managers cannot effectively and reasonably arrange manpower to handle customer needs, which leads to untimely staff deployment, affecting the connection rate. Failure to achieve optimal utilization of personnel has pushed up the operating costs of the call center. In addition, the contradiction between fairness and efficiency has become more and more prominent, and employee comfort has become an increasingly important factor to consider in the scheduling process. Manual scheduling is difficult to balance fairness and efficiency, so a more complete scheduling solution is needed to solve the above problems. Summary of the invention

[0003] The purpose of the embodiments of the present application is to propose a scheduling method, device, equipment and medium based on customer service seats to solve the problems of the existing manual scheduling of personnel, which is not timely, affecting the connection rate, high call center operating costs and difficulty in balancing fairness and efficiency.

[0004] In order to solve the above technical problems, the embodiment of the present application provides a scheduling method based on customer service seats, which adopts the following technical solutions, including:

[0005] Obtain the manpower shortage for each day of the scheduling cycle and the manpower shortage at each scheduling time point;

[0006] Determine, based on the daily manpower shortage and the manpower shortage at each scheduling time point, a predicted date with the largest manpower shortage and a scheduling time point with the largest manpower shortage on the predicted date;

[0007] Calculate the available manpower for scheduling at the predicted scheduling time point on the predicted date, and obtain the available shifts of the available manpower for scheduling on the predicted date;

[0008] The residual sum of squares of the available shifts of all available shift workers to be scheduled is calculated using the least squares method, and the available shifts of the available shift workers to be scheduled with the largest residual sum of squares are selected and scheduled in the order of manpower demand;

[0009] Repeat the second to fourth steps until the manpower gap after scheduling is zero or there are no available shifts, and then output the scheduling results;

[0010] Customer service seats are scheduled according to the scheduling results.

[0011] Furthermore, the obtaining of the manpower shortage of each day in the scheduling cycle and the manpower shortage of each scheduling time point includes:

[0012] Get the incoming line volume and average processing time at each scheduling time point;

[0013] Calculate the manpower requirements at each shift time point based on incoming call volume and average processing time;

[0014] Taking the manpower demand at each scheduling time point as the initial manpower gap at the scheduling time point;

[0015] Calculate the expected manpower gap at each scheduling point;

[0016] Obtaining the manpower shortage at each scheduling time point according to the initial manpower shortage and the expected manpower shortage;

[0017] Obtain the manpower gap at each shift time point of the day;

[0018] The total manpower shortages at all scheduled time points every day are summed to obtain the manpower shortage for each day.

[0019] Furthermore, the calculation of the manpower requirement at each shift time point according to the incoming line volume and the average processing time includes:

[0020] Calculate the total processing time at each shift time point according to the incoming line volume and the average processing time;

[0021] Obtain the effective working time at the scheduled time point;

[0022] The manpower requirement for each shift scheduling time point is calculated based on the total processing time and the effective working time.

[0023] Furthermore, the calculation of the expected manpower shortage at each shift scheduling time point includes:

[0024] Obtaining the constraint fulfillment rate of the scheduling time point, where the constraint fulfillment rate is the ratio of the number of people who meet all constraints;

[0025] The expected manpower shortage is obtained by calculating the constraint achievement rate and the total number of people at the scheduling time point.

[0026] Furthermore, the calculating of the schedulable manpower at the predicted scheduling time point of the predicted date and obtaining the available shifts of the schedulable manpower on the predicted date includes:

[0027] Obtain all constraints of manpower scheduling and all manpower scheduling results;

[0028] The schedulable shifts at the scheduling time point with the largest manpower shortage on the predicted date are calculated based on the constraint conditions and the scheduled results.

[0029] Furthermore, the step of calculating and obtaining the schedulable shifts at the scheduling time point with the largest manpower shortage on the predicted date according to the constraint conditions and the scheduled results includes:

[0030] Determine whether there is a schedulable shift with schedulable manpower at the current scheduling time point according to the constraint conditions and the scheduling results;

[0031] If there is no schedulable shift with schedulable manpower at the current scheduling time, the current scheduling time will be used as the scheduling time with the largest manpower gap.

[0032] Furthermore, the method of using the least squares method to calculate the residual sum of squared decrease values ​​of the available shifts of all the manpower to be scheduled and the manpower that can be scheduled, selecting the available shift of the manpower to be scheduled and the manpower that can be scheduled with the largest residual sum of squared decrease value and scheduling according to the order of manpower demand, includes:

[0033] According to the prediction results, the labor demand of all days in the cycle is sorted to obtain the first sorting, and the labor demand of all scheduled time points of each day is sorted to obtain the second sorting;

[0034] The shifts are arranged according to the first sorting and the second sorting in sequence.

[0035] In order to solve the above problems, a scheduling device based on customer service seats is also provided, which adopts the scheduling method based on customer service seats, including:

[0036] The first acquisition module is used to obtain the manpower shortage of each day in the scheduling cycle and the manpower shortage at each scheduling time point; the second acquisition module is used to determine the predicted date with the largest manpower shortage and the scheduling time point with the largest manpower shortage in the predicted date according to the manpower shortage of each day and the manpower shortage at each scheduling time point;

[0037] A calculation module, calculating the schedulable manpower at the predicted scheduling time point of the predicted date, and obtaining the available shifts of the schedulable manpower on the predicted date;

[0038] The scheduling module uses the least squares method to calculate the residual sum of squared decrease values ​​of the available shifts of all the available shifts of the manpower to be scheduled and the manpower that can be scheduled, selects the available shift of the manpower to be scheduled and the manpower that can be scheduled with the largest residual sum of squared decrease value, and schedules the shifts in the order of manpower demand until the manpower gap after scheduling is zero or there is no available shift, and then outputs the scheduling results;

[0039] The output module is used to schedule customer service seats according to the scheduling results.

[0040] In order to solve the above technical problems, an embodiment of the present application also provides a computer device, including a memory and a processor, wherein the memory stores computer-readable instructions, and when the processor executes the computer-readable instructions, the steps of the scheduling method based on customer service seats as described above are implemented.

[0041] In order to solve the above technical problems, an embodiment of the present application further provides a computer-readable storage medium, on which computer-readable instructions are stored. When the computer-readable instructions are executed by a processor, the steps of the scheduling method based on customer service seats as described above are implemented.

[0042] Compared with the prior art, the embodiment of the present application has the following technical effects: by calculating the available manpower at the scheduling time point within the cycle, obtaining the available shifts of the available manpower, and using the least squares method to calculate the residual square sum of the available shifts of all the available manpower to be scheduled, the available shifts of the available manpower to be scheduled with the largest residual square sum of the available shifts are selected for scheduling; it solves the problem that the existing manual scheduling of personnel is not timely enough, which affects the connection rate, the call center has high operating costs and it is difficult to balance fairness and efficiency. Compared with the traditional planning algorithm, it can quickly find a better solution, and the scheduling result can better fit the manpower demand curve. BRIEF DESCRIPTION OF THE DRAWINGS

[0043] In order to more clearly illustrate the scheme in the present application, a brief introduction is given below to the drawings required for use in the description of the embodiments of the present application. Obviously, the drawings described below are some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0044] Figure 1 A flowchart of an embodiment of a scheduling method based on customer service seats according to the present application;

[0045] Figure 2 yes Figure 1 A flowchart of a specific implementation of S100;

[0046] Figure 3 yes Figure 2A flowchart of a specific implementation of S120;

[0047] Figure 4 yes Figure 2 A flowchart of a specific implementation of S140;

[0048] Figure 5 yes Figure 1 A flowchart of a specific implementation of S300;

[0049] Figure 6 yes Figure 5 A flowchart of a specific implementation of S320;

[0050] Figure 7 yes Figure 1 A flowchart of a specific implementation of S400;

[0051] Figure 8 It is a structural schematic diagram of an embodiment of a scheduling device based on customer service seats according to the present application;

[0052] Fig. 9 It is a structural diagram of an embodiment of a computer device according to the present application. DETAILED DESCRIPTION

[0053] The following will be combined with the accompanying drawings in the invention to clearly and completely describe the technical solutions in the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments in the present invention, other embodiments obtained by ordinary technicians in this field without creative work are all within the scope of protection of the present invention.

[0054] Reference to "embodiments" herein means that a particular feature, structure, or characteristic described in conjunction with the embodiments may be included in at least one embodiment of the present application. The appearance of the phrase in various locations in the specification does not necessarily refer to the same embodiment, nor is it an independent or alternative embodiment that is mutually exclusive with other embodiments. It is explicitly and implicitly understood by those skilled in the art that the embodiments described herein may be combined with other embodiments.

[0055] Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by technicians in the technical field to which this application belongs; the terms used in the specification of the application are only for the purpose of describing specific embodiments and are not intended to limit this application; the terms "including" and "having" in the specification and claims of this application and the above-mentioned figure descriptions and any variations thereof are intended to cover non-exclusive inclusions.

[0056] In addition, the terms "first" and "second" are used for descriptive purposes only and should not be understood as indicating or implying relative importance or implicitly indicating the number of the indicated technical features. Thus, a feature defined as "first" or "second" may explicitly or implicitly include one or more of the features. In the description of this application, the meaning of "plurality" is two or more, unless otherwise clearly and specifically defined.

[0057] The scheduling method based on customer service seats provided in the embodiment of the present application can be applied to computer devices with the ability to run instructions or programs. Among them, the computer devices can be but are not limited to various servers, workstations, personal computers, laptops, etc. Running on different computing devices is only a difference in the execution subject of the scheme. People in this field can foresee that running on different computing devices can produce the same technical effects. The present invention is described in detail below through specific embodiments.

[0058] The purpose of the embodiments of the present application is to propose a scheduling method, device, equipment and medium based on customer service seats to solve the problems of the existing manual scheduling of personnel, which is not timely, affecting the connection rate, high call center operating costs and difficulty in balancing fairness and efficiency.

[0059] For the scheduling of seats, we arrange shifts reasonably according to each person's different demands, the volume of work at each time point, the service level requirements, and maximize the utilization of personnel while meeting basic constraints.

[0060] The constraints include the connection rate, which is defined as follows:

[0061] Connection rate = the proportion of calls answered within T (e.g. 20) seconds.

[0062] The connection rate is used to measure the service level and is generally required to be above 80-90%. Users can set it according to their needs.

[0063] In addition to the connection rate constraint, there are many other constraints, as shown in Table 1.

[0064] The shift scheduling problem is actually a constrained integer programming problem. However, it is difficult to find a suitable solution for constrained integer programming in a short time because we have many constraints. For example, there are more than 40,000 possible shifts for a person in a day. Therefore, it cannot be solved simply by linear programming.

[0065] Table 1 Constraints in the scheduling cycle

[0066]

[0067]

[0068] At the same time, when there is a shortage of manpower, some constraints need to be chosen, so it is not convenient to make choices using the linear programming solution method.

[0069] In order to solve the above technical problems, the present application embodiment provides a scheduling method based on customer service seats, such as Figure 1 , Figure 1 According to a flowchart of an embodiment of a scheduling method based on customer service seats of the present application; the following technical solutions are adopted, including:

[0070] S100: Obtain the manpower shortage in each day of the scheduling cycle and the manpower shortage at each scheduling time point.

[0071] The manpower gap refers to the manpower required to complete each day or each shift schedule in addition to the existing manpower.

[0072] In some optional embodiments, such as Figure 2 , Figure 2 yes Figure 1 A flowchart of a specific implementation method of S100 in the embodiment; S100 includes: S110, obtaining the incoming call volume and average processing time at each scheduling time point; S120, calculating the manpower demand at each scheduling time point based on the incoming call volume and the average processing time; S130, using the manpower demand at each scheduling time point as the initial manpower gap at the scheduling time point; S140, calculating the expected manpower gap at each scheduling time point; S150, obtaining the manpower gap at each scheduling time point based on the initial manpower gap and the expected manpower gap; S160, obtaining the manpower gap at each scheduling time point every day; S170, summing up the total manpower gaps of all scheduling time points every day to obtain the manpower gap every day. In this embodiment, when calculating the manpower demand at each scheduling time point, it is necessary to calculate the incoming call volume and average processing time at each scheduling time point every day within the cycle. In addition, it is also necessary to determine the expected service level, such as the proportion of calls answered within a certain period of time (such as within 20 seconds). Generally, a higher service level requires more manpower.

[0073] The average handling time includes the call time and the follow-up handling time. By analyzing the historical data, the average handling time of each call is obtained. Specifically, it is necessary to estimate the incoming call volume (call volume) at each scheduling time point (such as every hour).

[0074] The Erlang C formula can be used for calculation. The manpower demand at each shift time point, that is, the initial manpower gap, is:

[0075] The manpower demand at each scheduling time point = incoming call volume × average processing time / (service level target × average processing time + 60).

[0076] For example, if the number of incoming calls (traffic volume) at a certain scheduling time point (15 minutes) is 100, the average processing time is 5 minutes, and the service level target is 80%, then the manpower demand at this scheduling time point = 100×5 / (0.8×5+60)≈8.33, rounded up to 9 seats. By calculating the manpower demand at each scheduling time point and using the manpower demand at the scheduling time point as the initial manpower gap, it is helpful to improve the accuracy of manpower gap calculation.

[0077] In some preferred embodiments, Figure 3 , Figure 3 yes Figure 2 A flowchart of a specific implementation method of S120; S120 includes: S121, calculating the total processing time of each scheduling time point according to the incoming line volume and the average processing time; S122, obtaining the effective working time of the scheduling time point; S123, calculating the manpower demand of each scheduling time point according to the total processing time and the effective working time.

[0078] By accurately obtaining the manpower gap at different scheduling time points every day, we can prepare for calculating the daily manpower gap.

[0079] In the embodiment of the present application, the residual sum of squares of the least squares method is used to schedule seats, and the best scheduling plan is found by fitting the data, so as to minimize the difference between the actual manpower demand and the scheduling arrangement.

[0080] In some preferred embodiments, see Figure 4 , Figure 4 yes Figure 2 A flowchart of a specific implementation method of S140 includes: S141, obtaining the constraint achievement rate at the scheduling time point, the constraint achievement rate is the proportion of the number of people who meet all constraints; S142, calculating and obtaining the expected manpower gap based on the constraint achievement rate and the total number of people at the scheduling time point.

[0081] By calculating the manpower gap and then determining the predicted date with the largest manpower gap and the scheduling time point with the largest manpower gap within the predicted date, it is beneficial to use the predicted value of the linear regression mathematical model based on the least squares method to highly fit the actual value.

[0082] S200, determining a predicted date with the largest manpower shortage and a scheduling time point with the largest manpower shortage in the predicted date according to the manpower shortage of each day and the manpower shortage at each scheduling time point.

[0083] Specifically, by sorting the manpower gaps according to the numerical values, the predicted date and scheduling time point with the largest manpower gap can be obtained. For two dates or time points with the same manpower gap, the order of time can be used as one of the constraints for sorting.

[0084] S300, calculating the schedulable manpower at the predicted scheduling time point on the predicted date, and obtaining the available shifts of the schedulable manpower on the predicted date.

[0085] In some optional embodiments, such as Figure 5 , Figure 5 yes Figure 1 A flowchart of a specific implementation of S300; S300 includes:

[0086] S310, obtaining all constraints on manpower scheduling and all scheduled results of manpower; S320, calculating and obtaining the schedulable shifts at the scheduling time point with the largest manpower gap on the forecast date based on the constraints and the scheduled results.

[0087] The scheduling problem is actually a constrained integer programming problem. However, it is difficult to find a suitable solution for constrained integer programming in a short time. Table 1 shows the various constraints in the scheduling cycle, and the scheduling results are the preliminary scheduling based on the constraints in Table 1.

[0088] In this embodiment, by obtaining the available manpower to be scheduled and the available shifts, a linear regression mathematical model based on the least squares method can be used to more accurately arrange appropriate personnel according to business needs in different time periods. For example, experienced employees with strong problem-solving capabilities can be arranged during peak call times to ensure that customer problems can be solved quickly and effectively, thereby improving customer satisfaction.

[0089] In some optional embodiments, such as Figure 6 , Figure 6 yes Figure 5 A flowchart of a specific implementation method of S320; S320 includes: S321, judging whether there is a schedulable shift with schedulable manpower at the current scheduling time point according to the constraint conditions and the scheduling results; S322, if there is no schedulable shift with schedulable manpower at the current scheduling time point, the current scheduling time point is used as the scheduling time point with the largest manpower gap.

[0090] In this embodiment, the schedulable shifts are calculated for each scheduling time point on the date with the maximum manpower gap (manpower demand), and then the scheduling time points are sorted to obtain a second sorting to determine the scheduling order of the predicted date.

[0091] By determining whether there are available shifts on that day, it is possible to maximize staff utilization while satisfying basic constraints.

[0092] S400, using the least squares method to calculate the residual square sum of all available shifts of the manpower to be scheduled and the manpower that can be scheduled, select the available shift of the manpower to be scheduled and the manpower that can be scheduled with the largest residual square sum of the available shift and schedule it according to the order of manpower demand. In some optional implementations, refer to Figure 7 ,yes Figure 1 The flowchart of a specific implementation method of S400 in the embodiment includes: S410, sorting the manpower requirements of all days in the cycle according to the prediction results to obtain the first sorting, sorting the manpower requirements of all scheduling time points of each day to obtain the second sorting; S420, scheduling according to the first sorting and the second sorting in sequence. In the embodiment of the present application, when scheduling, first sort according to the first sorting, that is, sorting the date of manpower requirements, starting from the predicted date with the largest manpower gap, and then sorting the various scheduling time points of the predicted date, that is, the second sorting, that is, starting from the scheduling time point with the largest manpower demand, to schedule.

[0093] In this embodiment, the least squares principle is used to determine the parameters in the model by minimizing the sum of squares of the errors between the actual data and the model prediction values. In the agent scheduling, the goal is to find a set of arrangements for the agent's working time and rest time so that the value of the objective function is minimized. By using the least squares method, mathematical optimization algorithms such as the gradient descent method and Newton's method can be used to solve the least squares problem. These algorithms continuously adjust the parameters in the model so that the sum of squares of the errors gradually decreases until the optimal solution is reached.

[0094] Calculate the residual sum of squares decrease value of the available shifts of the manpower to be scheduled, and select the shift with the largest residual sum of squares decrease value. Assuming that the shift is scheduled for one week and each calculation time unit is 15 minutes, the residual sum of squares decrease value y is shown in formula (1):

[0095]

[0096] Among them, fte di is the manpower requirement (FTE) at the ith shift time point on the dth day, x di is the scheduled manpower at the ith scheduling time point on the dth day, 96 is the number of scheduling time points per day, and each time point is 15 minutes.

[0097] S500, repeatedly executing S200-S400 until the manpower gap after scheduling is zero or there is no available shift, and outputting the scheduling result;

[0098] S600: Schedule customer service seats according to the scheduling result.

[0099] By calculating the available manpower at the scheduling time point within the cycle, obtaining the available shifts of the available manpower, and using the least squares method to calculate the residual sum of squares of the available shifts of all available manpower, the available shifts of the schedulable manpower with the largest residual sum of squares are selected for scheduling; this solves the problem that the existing manual scheduling of personnel is not timely enough, affecting the connection rate, and the call center has high operating costs and it is difficult to strike a balance between fairness and efficiency.

[0100] In order to solve the above technical problems, Figure 8 , Figure 8 1 is a structural diagram of an embodiment of a scheduling device 500 based on a customer service seat according to the present application; the present application embodiment also provides a scheduling device 500 based on a customer service seat, which adopts the scheduling method based on a customer service seat of the first aspect, including:

[0101] The first acquisition module 501 is used to obtain the manpower shortage of each day in the scheduling cycle and the manpower shortage at each scheduling time point;

[0102] The second acquisition module 502 is used to determine the predicted date with the largest manpower shortage and the scheduling time point with the largest manpower shortage in the predicted date according to the manpower shortage of each day and the manpower shortage at each scheduling time point;

[0103] A calculation module 503 is used to calculate the schedulable manpower at the predicted scheduling time point of the predicted date, and obtain the available shifts of the schedulable manpower on the predicted date;

[0104] The scheduling module 504 calculates the residual square sum decrease value of the available shifts of all the manpower to be scheduled and the manpower that can be scheduled by using the least square method, selects the available shift of the manpower to be scheduled and the manpower that can be scheduled with the largest residual square sum decrease value, and schedules the shifts according to the manpower demand order, and schedules the customer service seats according to the scheduling results, until the manpower gap after scheduling is zero or there is no available shift, and outputs the scheduling results;

[0105] The output module 505 is used to schedule customer service seats according to the scheduling results.

[0106] By calculating the available manpower at the scheduling time point within the cycle, obtaining the available shifts of the available manpower, and using the least squares method to calculate the residual sum of squares of the available shifts of all the manpower to be scheduled, the available shifts of the manpower to be scheduled with the largest residual sum of squares are selected for scheduling; this solves the problem that the existing manual scheduling of personnel is not timely enough, affecting the connection rate, the high operating cost of the call center and it is difficult to strike a balance between fairness and efficiency.

[0107] In order to solve the above technical problems, an embodiment of the present application also provides a computer device, including a memory and a processor, wherein the memory stores computer-readable instructions, and when the processor executes the computer-readable instructions, the steps of the above-mentioned scheduling method based on customer service seats are implemented.

[0108] In order to solve the above technical problems, an embodiment of the present application further provides a computer-readable storage medium, on which computer-readable instructions are stored. When the computer-readable instructions are executed by a processor, the steps of the above-mentioned scheduling method based on customer service seats are implemented.

[0109] In order to solve the above technical problems, an embodiment of the present application further provides a computer device, which adopts the following technical solution: including a processor, a network module and a memory, and the processor and the memory are interconnected through the network module.

[0110] The computer device may be a computer, server, workstation or other device, or a mobile phone, tablet, vehicle-mounted mobile terminal or other device with program execution capability. The internal structure diagram of the computer device may be as follows: Fig. 9 As shown, Fig. 9 It is a structural diagram of an embodiment of a computer device according to the present application. The computer device includes a processor, a memory and a network module. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes non-volatile and / or volatile storage media and internal memory. The non-volatile storage medium stores an operating system, instructions or codes. The internal memory provides an environment for the operation of the operating system and instructions or codes in the non-volatile storage medium. When the instructions or codes are executed by the processor, the functions or steps of the above-mentioned scheduling method based on customer service seats are realized. The network module of the computer device may include a network interface and / or a wireless network module, and the computer device may communicate with other devices or service platforms through the network module. In addition, the computer device may also include a display screen and an input device, etc.

[0111] The memory is used to store a computer program, the computer program includes program instructions, the processor is configured to call the program instructions, and the processor implements the steps of the scheduling method based on customer service seats as described above when executing the instructions or codes.

[0112] In order to solve the above problems, the embodiment of the present application further proposes a computer-readable storage medium, which adopts the following technical solution:

[0113] The computer readable storage medium stores a computer program, which includes program instructions. When the program instructions are executed by the processor, Figures 1 to 7For the scheduling method based on customer service seats provided in each step, please refer to the implementation method provided in the above steps for details, which will not be repeated here.

[0114] The computer-readable storage medium may be a scheduling device based on customer service seats provided in any of the aforementioned embodiments or an internal storage unit of the terminal device, such as a hard disk or memory of a computer device. The computer-readable storage medium may also be an external storage device of the computer device, such as a plug-in hard disk, a smart media card (SMC), a secure digital (SD) card, a flash card, etc., equipped on the computer device.

[0115] Furthermore, the computer-readable storage medium may also include both an internal storage unit of the computer device and an external storage device. The computer-readable storage medium is used to store the computer program and other programs and data required by the computer device. The computer-readable storage medium may also be used to temporarily store data that has been output or is to be output.

[0116] However, it should be understood that it is not required to implement all the components shown, and more or fewer components may be implemented instead. Among them, those skilled in the art can understand that the computer device here is a device that can automatically perform numerical calculations and / or information processing according to pre-set or stored instructions, and its hardware includes but is not limited to microprocessors, application specific integrated circuits (ASIC), field-programmable gate arrays (FPGA), digital signal processors (DSP), embedded devices, etc.

[0117] The computer device may be a computing device such as a desktop computer, a notebook, a PDA, a cloud server, etc. The computer device may interact with a user through a keyboard, a mouse, a remote controller, a touch pad, or a voice control device.

[0118] Compared with the prior art, the embodiment of the present application has the following technical effects: by calculating the available manpower for scheduling at the scheduling time point within the cycle, obtaining the available shifts of the available manpower for scheduling, and using the least squares method to calculate the residual sum of squares of the available shifts of all the available manpower to be scheduled, the available shifts of the available manpower to be scheduled with the largest residual sum of squares are selected for scheduling; it solves the problem that the existing manual scheduling of personnel is not timely enough, which affects the compliance of the connection rate, the call center has high operating costs and it is difficult to balance fairness and efficiency. Compared with the traditional planning algorithm, it can quickly find a better solution, and the scheduling result can better fit the manpower demand curve.

[0119] The non-Company software tools or components appearing in the embodiments of this application are merely examples and do not represent actual use.

[0120] The above are only preferred embodiments of the present invention and are not intended to limit the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the protection scope of the present invention.

Claims

1. A scheduling method based on customer service seats, characterized in that it includes: Obtain the manpower shortage for each day of the scheduling cycle and the manpower shortage at each scheduling time point; Determine, based on the daily manpower shortage and the manpower shortage at each scheduling time point, a predicted date with the largest manpower shortage and a scheduling time point with the largest manpower shortage on the predicted date; Calculate the available manpower for scheduling at the predicted scheduling time point on the predicted date, and obtain the available shifts of the available manpower for scheduling on the predicted date; The residual sum of squares of the available shifts of all available shift workers to be scheduled is calculated using the least squares method, and the available shifts of the available shift workers to be scheduled with the largest residual sum of squares are selected and scheduled in the order of manpower demand; Repeat the second to fourth steps until the manpower gap after scheduling is zero or there are no available shifts, and then output the scheduling results; Customer service seats are scheduled according to the scheduling results.

2. The method for scheduling customer service seats according to claim 1, characterized in that: The method of obtaining the manpower shortage of each day in the scheduling cycle and the manpower shortage of each scheduling time point includes: Get the incoming line volume and average processing time at each scheduling time point; Calculate the manpower requirements at each shift time point based on incoming call volume and average processing time; Taking the manpower demand at each scheduling time point as the initial manpower gap at the scheduling time point; Calculate the expected manpower gap at each scheduling point; Obtaining the manpower shortage at each scheduling time point according to the initial manpower shortage and the expected manpower shortage; Obtain the manpower gap at each shift time point of the day; The total manpower shortages at all scheduled time points every day are summed to obtain the manpower shortage for each day.

3. The shift scheduling method according to claim 2, characterized in that: The calculation of the manpower requirements at each shift time point based on the incoming line volume and the average processing time includes: Calculate the total processing time at each shift time point according to the incoming line volume and the average processing time; Obtain the effective working time at the scheduled time point; The manpower requirement for each shift scheduling time point is calculated based on the total processing time and the effective working time.

4. The shift scheduling method according to claim 2, characterized in that: The calculation of the expected manpower shortage at each scheduling time point includes: Obtain the constraint fulfillment rate of the scheduling time point, where the constraint fulfillment rate is the ratio of the number of people who meet all constraints; The expected manpower shortage is obtained by calculating the constraint achievement rate and the total number of people at the scheduling time point.

5. The method for scheduling customer service seats according to claim 1, characterized in that: The calculating the schedulable manpower at the predicted scheduling time point of the predicted date and obtaining the available shifts of the schedulable manpower on the predicted date includes: Obtain all constraints of manpower scheduling and all manpower scheduling results; The schedulable shifts at the scheduling time point with the largest manpower shortage on the predicted date are calculated based on the constraint conditions and the scheduled results.

6. The method for scheduling customer service seats according to claim 5, characterized in that: The step of calculating the schedulable shifts at the scheduling time point with the largest manpower shortage on the forecast date according to the constraint conditions and the scheduled results includes: Determine whether there is a schedulable shift with schedulable manpower at the current scheduling time point according to the constraint conditions and the scheduling results; If there is no schedulable shift with schedulable manpower at the current scheduling time, the current scheduling time will be used as the scheduling time with the largest manpower gap.

7. The method for scheduling customer service seats according to claim 6, characterized in that: The method of using the least square method to calculate the residual sum of squares of the available shifts of all the manpower to be scheduled and the manpower that can be scheduled can be scheduled, selecting the available shift of the manpower to be scheduled and the manpower that can be scheduled can be scheduled with the largest residual sum of squares, and scheduling according to the order of manpower demand, includes: According to the prediction results, the labor demand of all days in the cycle is sorted to obtain the first sorting, and the labor demand of all scheduled time points of each day is sorted to obtain the second sorting; The shifts are arranged according to the first sorting and the second sorting in sequence.

8. A scheduling device based on customer service seats, using the scheduling method based on customer service seats according to any one of claims 1 to 7, characterized in that: include: The first acquisition module is used to obtain the manpower shortage of each day in the scheduling cycle and the manpower shortage at each scheduling time point; A second acquisition module is used to determine the predicted date with the largest manpower shortage and the scheduling time point with the largest manpower shortage in the predicted date according to the manpower shortage of each day and the manpower shortage at each scheduling time point; A calculation module, calculating the schedulable manpower at the predicted scheduling time point of the predicted date, and obtaining the available shifts of the schedulable manpower on the predicted date; The scheduling module uses the least squares method to calculate the residual sum of squared decrease values ​​of the available shifts of all the available shifts of the manpower to be scheduled and the manpower that can be scheduled, selects the available shift of the manpower to be scheduled and the manpower that can be scheduled with the largest residual sum of squared decrease value, and schedules the shifts in the order of manpower demand until the manpower gap after scheduling is zero or there is no available shift, and then outputs the scheduling results; The output module is used to schedule customer service seats according to the scheduling results.

9. A computer device, characterized in that: It comprises a memory and a processor, wherein the memory stores computer-readable instructions, and when the processor executes the computer-readable instructions, the steps of the scheduling method based on customer service seats as described in any one of claims 1 to 7 are implemented.

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

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