Scheduling state-based seat matching method, system and device, and storage medium

Abstract

The invention provides a scheduling state-based seat matching method, system and device, and a storage medium. The method comprises the steps of obtaining a capability label of a target telephone traffic wiring team and scheduling online time period data in preset future time; counting a first seat online number and a first capability label set in each preset time period in a preset future time, and a second seat online number and a second capability label set corresponding to the telephone traffic task in each corresponding time period in the historical data; establishing a temporary supplement request according to the supplement difference value of the same period as the history in each preset time period in the preset future time; sending a temporary supplement invitation to other telephone traffic wiring teams; and in the vacant time period, adding the telephone traffic seat unit accepting the temporary supplement invitation into the target telephone traffic wiring team to allocate the telephone traffic task together. According to the invention, the personnel or capability gap of the telephone traffic wiring team can be predicted, compensation is carried out in time, the stability of the service capability of the telephone traffic wiring team is enhanced, and the user experience is improved.

Description

Background Art

[0002] Online travel (OTA) is a professional term in the tourism e-commerce industry. It refers to "tourism consumers booking travel products or services from travel service providers through the Internet and paying online or offline, that is, various tourism entities can conduct product marketing or product sales through the Internet."

[0003] Usually, OTA websites will set up a telephone answering team in one region to handle telephone calls from all over the world. However, due to time differences, the response capacity requirements for customer telephone inquiries in each time period are different. For example, sometimes you will encounter a large number of English-speaking customers, and sometimes you will encounter a large number of Spanish- or Portuguese-speaking customers, and so on.

[0004] Moreover, since each telephone agent has different answering capabilities and may take random leave, the overall capability of the telephone answering team composed of agents is different in each time period. This may cause the team to have personnel gaps and / or capability gaps in certain time periods. For example, calls from Portuguese-speaking customers are concentrated in the evening, but the agent who has the ability to answer in Portuguese takes leave, which will affect the user experience and normal business connection, and may cause business losses such as lost orders.

[0005] Therefore, the present invention provides a seat matching method, system, device and storage medium based on scheduling status. Summary of the invention

[0006] In response to the problems in the prior art, the purpose of the present invention is to provide an agent matching method, system, device and storage medium based on scheduling status, which overcomes the difficulties of the prior art, can predict the personnel or capacity gaps of the call center team and compensate for them in time, thereby enhancing the stability of the call center team's business capabilities and improving user experience.

[0007] An embodiment of the present invention provides a seat matching method based on scheduling status, comprising the following steps:

[0008] S110, obtaining capability labels of call center agent units in the target call center team and scheduled online time period data in a preset future time period;

[0009] S120, counting the number of first online seats and the first capability tag set in the target call center team in each preset time period in the preset future time;

[0010] S130, counting the number of online second seats and the second capability tag set corresponding to the call tasks of each time period corresponding to the target call switchboard team in the historical data;

[0011] S140, establishing a temporary supplement request according to the period in which the number of online seats and the first capability tag set of the first agent do not meet the number of online seats and the second capability tag set of the second agent in each preset period in the preset future time as a vacant period and obtaining a supplement difference for the vacant period;

[0012] S150, sending a temporary supplement invitation to the call center agent units of other call center teams according to the temporary supplement request;

[0013] S160: During the vacant period, the call seat units that accept the temporary supplementary invitation are added to the target call connection team to jointly distribute call tasks.

[0014] Preferably, the step S110 includes:

[0015] S111, configuring a number of capability tags for each traffic agent unit;

[0016] S112, obtaining a capability label of each call agent unit in the target call switchboard team;

[0017] S113: Obtain the online time period data of each call agent unit in the target call switchboard team within a preset future time.

[0018] Preferably, the step S120 includes:

[0019] S121, dividing the preset future time according to a preset time period, wherein the preset time period ranges from half an hour to two hours;

[0020] S122, counting the number of first online agents of the call agent units in the target call connection team who are online in each preset time period;

[0021] S123. Count the first capability tag set of the call agent units that are online in each preset time period in the target call connection team, where the first capability tag set includes the types of capability tags of the call agent units and the number of times each type of capability tag appears.

[0022] Preferably, the step S130 includes:

[0023] S131, counting the number of online second agents of the traffic agent unit in the target traffic connection team who are online in the preset time period corresponding to the historical data;

[0024] S132. Count the second capability tag set of the call agent units in the target call center team that are online in the preset time period corresponding to the historical data, where the second capability tag set includes the types of capability tags of the call agent units and the number of times each type of capability tag appears.

[0025] Preferably, the step S141 includes:

[0026] S141, obtaining a seat supplement difference according to the difference between the number of the first online seats and the number of the second online seats in each preset time period in the preset future time;

[0027] S142: Establish a label supplement set according to the types of unsatisfied capability labels and the number of unsatisfied capability labels of the first capability label set compared with the second capability label set in each preset time period within the preset future time;

[0028] S143: Establish a temporary supplement request based on the seat supplement difference and the tag supplement set.

[0029] Preferably, the step S150 includes:

[0030] S151, grouping based on the seat supplement difference according to the tags in the tag supplement set in the temporary supplement request, each group does not contain repeated capability tags, and each group after the grouping is regarded as a capability portrait;

[0031] S152: Send temporary supplementary invitations for each capability profile to several call center agent units of other call center teams respectively, until the temporary supplementary invitation is accepted by a call center agent unit.

[0032] Preferably, in step S160, in each vacant period in the preset future time, the call seat units in other call switching teams that accept the temporary supplementary invitation are connected to the call task stack of the target call switching team to jointly allocate the call tasks until the vacant period ends.

[0033] An embodiment of the present invention further provides an agent matching system based on scheduling status, which is used to implement the above-mentioned agent matching method based on scheduling status. The agent matching system based on scheduling status includes:

[0034] The data collection module obtains the capability labels of the call center agent units in the target call center team and the scheduled online time period data in the preset future time;

[0035] The label statistics module counts the number of first online agents and the first capability label set in each preset period in the preset future time in the target call center team;

[0036] A historical statistics module, which counts the number of online second agents and the second capability tag set corresponding to the call tasks of each time period in the historical data of the target call center team;

[0037] A supplement request module, establishing a temporary supplement request according to the period in which the number of online seats and the first capability tag set of the first agent do not meet the number of online seats and the second capability tag set of the second agent in each preset period in the preset future time as a vacant period and obtaining a supplement difference for the vacant period;

[0038] A supplementary invitation module, which sends a temporary supplementary invitation to the call agent units of other call connection teams according to the temporary supplementary request;

[0039] The co-allocation module adds the traffic agent units that accept the temporary supplementary invitation to the target traffic connection team to jointly allocate the traffic tasks during the vacant period.

[0040] An embodiment of the present invention further provides a seat matching device based on scheduling status, comprising:

[0041] processor;

[0042] a memory storing executable instructions of the processor;

[0043] The processor is configured to execute the steps of the above-mentioned agent matching method based on scheduling status by executing the executable instructions.

[0044] An embodiment of the present invention further provides a computer-readable storage medium for storing a program, which, when executed, implements the steps of the above-mentioned agent matching method based on scheduling status.

[0045] The purpose of the present invention is to provide an agent matching method, system, device and storage medium based on scheduling status, which can predict the personnel or capability gap of the call center team and compensate for it in time, enhance the stability of the business capability of the call center team and improve the user experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0046] Other features, objectives and advantages of the present invention will become more apparent from a reading of the detailed description of non-limiting embodiments made with reference to the following accompanying drawings.

[0047] Figure 1 It is a flow chart of the seat matching method based on scheduling status of the present invention.

[0048] Figure 2 It is a structural schematic diagram of the seat matching system based on scheduling status of the present invention.

[0049] Figure 3 It is a structural schematic diagram of the seat matching device based on the scheduling status of the present invention.

[0050] Figure 4 It is a schematic diagram of the structure of a computer-readable storage medium according to an embodiment of the present invention. DETAILED DESCRIPTION

[0051] The following describes the implementation methods of the present application through specific examples, and those skilled in the art can easily understand other advantages and effects of the present application from the content disclosed in the present application. The present application can also be implemented or applied through other different specific implementation methods, and the details in the present application can also be modified or changed in various ways according to different viewpoints and application systems without departing from the spirit of the present application. It should be noted that the embodiments in the present application and the features in the embodiments can be combined with each other without conflict.

[0052] The following is a detailed description of the embodiments of the present application with reference to the accompanying drawings so that those skilled in the art can easily implement the present application. The present application can be embodied in a variety of different forms and is not limited to the embodiments described herein.

[0053] In the representations of the present application, the representations with reference to the terms "one embodiment", "some embodiments", "examples", "specific examples", or "some examples" etc. mean that the specific features, structures, materials or characteristics represented in conjunction with the embodiment or example are included in at least one embodiment or example of the present application. Moreover, the represented specific features, structures, materials or characteristics may be combined in any one or more embodiments or examples in a suitable manner. In addition, those skilled in the art may combine and combine the different embodiments or examples represented in the present application and the features of the different embodiments or examples, unless they contradict each other.

[0054] 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 technical features indicated. Therefore, a feature defined as "first" or "second" may explicitly or implicitly include at least one of the features. In the representation of this application, the meaning of "plurality" is two or more, unless otherwise clearly and specifically defined.

[0055] In order to clearly describe the present application, components irrelevant to the description are omitted, and the same reference symbols are given to the same or similar components throughout the specification.

[0056] Throughout the specification, when a device is said to be "connected" to another device, this includes not only the case of "direct connection" but also the case of "indirect connection" by placing other elements therebetween. In addition, when a device is said to "include" a certain component, unless otherwise stated, it does not exclude other components, but means that other components may be included.

[0057] When a device is said to be "on" another device, it may be directly on the other device, but there may also be other devices between it. In contrast, when a device is said to be "directly" on another device, there are no other devices between it.

[0058] Although the terms first, second, etc. are used to represent various elements in some examples, these elements should not be limited by these terms. These terms are only used to distinguish one element from another element. For example, the first interface and the second interface, etc. are represented. Moreover, as used in this article, the singular forms "one", "one" and "the" are intended to also include plural forms, unless there is an opposite indication in the context. It should be further understood that the terms "comprising" and "including" indicate the existence of features, steps, operations, elements, components, projects, kinds, and / or groups, but do not exclude the existence, occurrence or addition of one or more other features, steps, operations, elements, components, projects, kinds, and / or groups. The terms "or" and "and / or" used herein are interpreted as inclusive, or mean any one or any combination. Therefore, "A, B or C" or "A, B and / or C" means "any of the following: A; B; C; A and B; A and C; B and C; A, B and C". Only when the combination of elements, functions, steps or operations is inherently mutually exclusive in some way, will there be an exception to this definition.

[0059] The technical terms used herein are only used to refer to specific embodiments and are not intended to limit the present application. The singular form used herein also includes the plural form unless the sentence clearly indicates the contrary meaning. The meaning of "including" used in the specification is to specify specific characteristics, regions, integers, steps, operations, elements and / or components, and does not exclude the existence or addition of other characteristics, regions, integers, steps, operations, elements and / or components.

[0060] Although not defined differently, all terms, including technical and scientific terms used herein, have the same meaning as those generally understood by those skilled in the art to which this application belongs. Terms defined in commonly used dictionaries are additionally interpreted as having meanings consistent with the relevant technical literature and the contents of the current disclosure, and unless defined, shall not be overly interpreted as ideal or very formal meanings.

[0061] Figure 1 FIG. 1 is a flow chart of the seat matching method based on the shift status of the present invention. Figure 1 As shown, the seat matching method based on the scheduling status of the present invention includes:

[0062] S110, obtaining capability labels of call center agent units in a target call center team and scheduled online time period data in a preset future time.

[0063] S120. Count the number of first online seats and the first capability tag set in the target call center team in each preset time period in the preset future time.

[0064] S130. Count the number of online second agents and the second capability tag set corresponding to the call tasks of each time period in the historical data of the target call center team.

[0065] S140: Establish a temporary supplement request according to the period in which the number of online first seats and the first capability tag set do not meet the number of online second seats and the second capability tag set in each preset period in the preset future time as a vacant period and obtain a supplement difference for the vacant period.

[0066] S150: Send a temporary supplement invitation to the call center agent units of other call center teams according to the temporary supplement request.

[0067] S160. During the vacant time period, the call seat units that accept the temporary supplementary invitation are added to the target call connection team to jointly distribute call tasks.

[0068] In a preferred embodiment, step S110 includes:

[0069] S111. Configure a number of capability tags for each traffic agent unit.

[0070] S112: Obtain the capability label of each call center agent unit in the target call center team.

[0071] S113. Obtain the online time period data of each call agent unit in the target call switchboard team within a preset future time, but not limited to this.

[0072] In a preferred embodiment, step S120 includes:

[0073] S121. Divide the preset future time according to a preset time period, where the preset time period ranges from half an hour to two hours.

[0074] S122. Count the number of first agents online in the traffic agent unit in the target traffic connection team in each preset time period.

[0075] S123. Count the first capability tag set of the call agent units that are online in each preset time period in the target call connection team. The first capability tag set includes the types of capability tags of the call agent units and the number of times each type of capability tag appears, but is not limited to this.

[0076] In a preferred embodiment, step S130 includes:

[0077] S131. Count the number of online second agents of the traffic agent unit in the target traffic connection team who are online in a preset time period corresponding to the historical data.

[0078] S132. Count the second capability tag set of the call agent units in the target call center team that are online in the preset time period corresponding to the historical data. The second capability tag set includes the types of capability tags of the call agent units and the number of times each type of capability tag appears, but is not limited to this.

[0079] In a preferred embodiment, step S141 includes:

[0080] S141. Obtain a seat supplement difference according to the difference between the number of first seats online and the number of second seats online in each preset time period in the preset future time.

[0081] S142: Establish a label supplement set according to the types of unsatisfied capability labels and the number of unsatisfied capability labels of the first capability label set compared with the second capability label set in each preset time period within the preset future time.

[0082] S143: Establish a temporary supplement request based on the seat supplement difference and the tag supplement set, but the present invention is not limited thereto.

[0083] In a preferred embodiment, step S150 includes:

[0084] S151. Grouping is performed based on the seat supplement difference according to the labels in the label supplement set in the temporary supplement request, each group does not contain repeated capability labels, and each group after grouping is regarded as a capability portrait.

[0085] S152. Send temporary supplementary invitations for each capability profile to several call center agent units of other call center teams respectively, until the temporary supplementary invitation is accepted by a call center agent unit.

[0086] In a preferred embodiment, in step S160, in each vacant period in the preset future time, the call seat units in other call switching teams that accept the temporary supplementary invitation are connected to the call task stack of the target call switching team, and the call tasks are jointly allocated until the vacant period ends, but not limited to this.

[0087] The specific implementation methods of the present invention are as follows:

[0088] First, configure several capability tags for each call agent unit, which can be "English", "Japanese", "German", "Spanish", "Portuguese", "proficient in hotel business", "car rental hotel business", "proficient in group travel business", "proficient in business travel business", etc. Obtain the capability tag of each call agent unit in the target call connection team. Obtain the scheduled online time period data of each call agent unit in the target call connection team within the preset future time (next two days).

[0089] Then, the preset future time is divided according to the preset time period, and the value range of the preset time period is one hour. The number of first agents online in the call center unit in each preset time period in the target call center team is counted. The first capability tag set of the call center unit in each preset time period in the target call center team is counted. The first capability tag set includes the type of capability tag of the call center unit and the number of times each type of capability tag appears, so as to obtain the statistical data of the personnel and overall capability of the call center team in each hour in the next two days.

[0090] Count the number of second agents online in the target call center team who are online in the preset time period corresponding to the historical data. Count the second capability tag set of the call center unit that is online in the preset time period corresponding to the historical data in the target call center team. The second capability tag set includes the type of capability tag of the call center unit and the number of times each type of capability tag appears. Count the historical data of the same period in the same time period according to the division of each hour, so as to predict the approximate number of agents required for the call tasks that will be encountered in the future and the overall capability of the team based on the historical data.

[0091] The seat supplement difference is obtained based on the difference between the number of online first seats and the number of online second seats in each preset time period in the preset future time. A label supplement set is established based on the types of unsatisfied capability labels and the number of unsatisfied capability labels of the first capability label set compared with the second capability label set in each preset time period in the preset future time. A temporary supplement request is established based on the seat supplement difference and the label supplement set. A specific temporary supplement request is established through the difference between each time period and the historical same period, so as to know roughly how many people need to be supplemented and what capability labels the supplemented personnel need, so as to make up for the personnel and capability gaps.

[0092] According to the labels in the label supplement set in the temporary supplement request, the number of labels is evenly grouped based on the difference in seat supplement, and it is ensured that each group does not contain repeated capability labels, and each group after grouping is regarded as a capability portrait. Send temporary supplement invitations to several call agent units of other call connection teams for each capability portrait until the temporary supplement invitation is accepted by a call agent unit. For example: the label supplement set is {A, A, A, B, B, B, C, C, C}, and the difference in seat supplement is 3, then capability portrait 1 is {A, B, C}, capability portrait 2 is {A, B, C}, and capability portrait 3 is {A, B, C}, and these three portraits are respectively invited to other teams. Alternatively, the label supplement set is {A, A, A, B, C, D, E}, and the difference in seat supplement is 3, then capability portrait 4 is {A, B, C}, capability portrait 5 is {A, D}, and capability portrait 6 is {A, E}, and these three portraits are respectively invited to other teams.

[0093] Finally, in each vacant period in the preset future time, the call seat units in other call center teams that accept the temporary supplementary invitation will be connected to the call task stack of the target call center team to jointly distribute the call tasks until the end of the vacant period, but not limited to this.

[0094] The seat matching method based on scheduling status of the present invention can predict the personnel or capability gap of the call center team and compensate for it in time, thereby enhancing the stability of the business capability of the call center team and improving the user experience.

[0095] Figure 2 Schematic diagram of the structure of the seat matching system based on the scheduling status of the present invention. Figure 2 As shown, an embodiment of the present invention further provides a seat matching system based on the scheduling status, which is used to implement the above-mentioned seat matching method based on the scheduling status. The seat matching system based on the scheduling status 5 includes:

[0096] The data collection module 51 obtains the capability labels of the call center agent units in the target call center team and the scheduled online time period data in the preset future time.

[0097] The tag statistics module 52 is configured to count the number of first online seats and the first capability tag set in each preset time period in the preset future time in the target call center team.

[0098] The historical statistics module 53 is used to count the number of online second agents and the second capability tag set corresponding to the traffic tasks of each time period in the historical data of the target traffic switchboard team.

[0099] The supplement request module 54 establishes a temporary supplement request according to the period in which the number of online first seats and the first capability tag set do not meet the number of online second seats and the second capability tag set in each preset period in the preset future time as a vacant period and obtains the supplement difference of the vacant period.

[0100] The supplement invitation module 55 sends a temporary supplement invitation to the call agent units of other call connection teams according to the temporary supplement request.

[0101] The co-allocation module 56 adds the traffic agent units that accept the temporary supplementary invitation to the target traffic connection team to jointly allocate the traffic tasks during the vacant period.

[0102] In a preferred embodiment, the data collection module 51 is configured to configure a plurality of capability tags for each call agent unit, obtain the capability tag of each call agent unit in the target call connection team, and obtain the scheduling and online time period data of each call agent unit in the target call connection team in a preset future time, but not limited to this.

[0103] In a preferred embodiment, the tag statistics module 52 is configured to divide the preset future time according to a preset time period, and the value range of the preset time period is half an hour to two hours. The number of first agents online in the traffic agent unit in the target traffic connection team that is online in each preset time period is counted. The first capability tag set of the traffic agent unit in the target traffic connection team that is online in each preset time period is counted, and the first capability tag set includes the type of capability tag of the traffic agent unit and the number of times each type of capability tag appears, but is not limited to this.

[0104] In a preferred embodiment, the historical statistics module 53 is configured to count the number of online second agents of the traffic agent units in the target traffic connection team that are online in the preset time period corresponding to the historical data. The second capability tag set of the traffic agent units in the target traffic connection team that are online in the preset time period corresponding to the historical data is counted, and the second capability tag set includes the types of capability tags of the traffic agent units and the number of times each type of capability tag appears, but is not limited thereto.

[0105] In a preferred embodiment, the supplement request module 54 is configured to obtain a seat supplement difference value according to the difference value between the number of online first seats and the number of online second seats in each preset period in the preset future time. A label supplement set is established according to the types of unsatisfied capability labels and the number of unsatisfied capability labels of the first capability label set and the second capability label set in each preset period in the preset future time. A temporary supplement request is established based on the seat supplement difference value and the label supplement set, but is not limited thereto.

[0106] In a preferred embodiment, the supplementary invitation module 55 is configured to group the labels in the label supplement set in the temporary supplementary request based on the agent supplement difference, each group does not contain repeated capability labels, and each group after grouping is regarded as a capability profile. Each capability profile sends a temporary supplementary invitation to several traffic agent units of other traffic connection teams respectively until the temporary supplementary invitation is accepted by a traffic agent unit, but is not limited thereto.

[0107] In a preferred embodiment, the co-allocation module 56 is configured to connect the call seat units in other call switching teams that accept temporary supplementary invitations to the call task stack of the target call switching team in each vacant period within a preset future time, and jointly allocate the call tasks until the vacant period ends, but not limited to this.

[0108] The seat matching system based on scheduling status of the present invention can predict the personnel or capability gap of the call center team and compensate for it in time, thereby enhancing the stability of the business capability of the call center team and improving the user experience.

[0109] The embodiment of the present invention further provides a seat matching device based on the scheduling status, comprising a processor, a memory, in which executable instructions of the processor are stored, wherein the processor is configured to execute the steps of the seat matching method based on the scheduling status by executing the executable instructions.

[0110] As shown above, the agent matching device based on scheduling status of this embodiment of the present invention can predict the personnel or capability gap of the call center team and compensate for it in time, thereby enhancing the stability of the business capability of the call center team and improving the user experience.

[0111] It will be appreciated by those skilled in the art that various aspects of the present invention may be implemented as systems, methods or program products. Therefore, various aspects of the present invention may be specifically implemented in the following forms, namely: complete hardware implementation, complete software implementation (including firmware, microcode, etc.), or a combination of hardware and software implementations, which may be collectively referred to herein as "circuits", "modules" or "platforms".

[0112] Figure 3 Schematic diagram of the structure of the seat matching device based on the scheduling status of the present invention. Figure 3 The electronic device 600 according to this embodiment of the present invention is described. Figure 3 The electronic device 600 shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.

[0113] like Figure 3As shown, the electronic device 600 is in the form of a general computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one storage unit 620, a bus 630 connecting different platform components (including the storage unit 620 and the processing unit 610), a display unit 640, etc.

[0114] The storage unit stores program codes, which can be executed by the processing unit 610, so that the processing unit 610 performs the steps according to various exemplary embodiments of the present invention described in the above method section of this specification. For example, the processing unit 610 can perform the following steps: Figure 1 Follow the steps shown in .

[0115] The storage unit 620 may include a readable medium in the form of a volatile storage unit, such as a random access memory unit (RAM) 6201 and / or a cache memory unit 6202 , and may further include a read-only memory unit (ROM) 6203 .

[0116] The storage unit 620 may also include a program / utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which or some combination may include an implementation of a network environment.

[0117] Bus 630 may represent one or more of several types of bus structures, including a memory unit bus or memory unit controller, a peripheral bus, an accelerated graphics port, a processing unit, or a local bus using any of a variety of bus architectures.

[0118] The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboards, pointing devices, Bluetooth devices, etc.), may also communicate with one or more devices that enable a user to interact with the electronic device 600, and / or communicate with any device that enables the electronic device 600 to communicate with one or more other computing devices (e.g., routers, modems, etc.). Such communication may be performed via an input / output (I / O) interface 650. Furthermore, the electronic device 600 may also communicate with one or more networks (e.g., a local area network (LAN), a wide area network (WAN), and / or a public network, such as the Internet) via a network adapter 660. The network adapter 660 may communicate with other modules of the electronic device 600 via a bus 630. It should be understood that, although not shown in the figure, other hardware and / or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, etc.

[0119] The embodiment of the present invention also provides a computer-readable storage medium for storing a program, and the steps of the agent matching method based on the scheduling status are implemented when the program is executed. In some possible implementations, various aspects of the present invention can also be implemented in the form of a program product, which includes a program code. When the program product is run on a terminal device, the program code is used to enable the terminal device to execute the steps of various exemplary embodiments of the present invention described in the above method section of this specification.

[0120] As shown above, the agent matching system based on scheduling status of this embodiment of the present invention can predict the personnel or capability gap of the call center team and compensate for it in time, thereby enhancing the stability of the business capability of the call center team and improving the user experience.

[0121] Figure 4 Schematic diagram of the structure of the computer-readable storage medium of the present invention. Figure 4 As shown, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which can adopt a portable compact disk read-only memory (CD-ROM) and include program code, and can be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited thereto. In this document, a readable storage medium can be any tangible medium containing or storing a program, which can be used by or in combination with an instruction execution system, an apparatus or a device.

[0122] The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. The readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination thereof. More specific examples (a non-exhaustive list) of readable storage media include: an electrical connection with one or more wires, a portable disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof.

[0123] Computer readable storage media may include data signals propagated in baseband or as part of a carrier wave, wherein readable program codes are carried. Such propagated data signals may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. The readable storage medium may also be any readable medium other than a readable storage medium, which may send, propagate, or transmit a program for use by or in conjunction with an instruction execution system, device, or device. The program code contained on the readable storage medium may be transmitted using any suitable medium, including but not limited to wireless, wired, optical cable, RF, etc., or any suitable combination of the above.

[0124] Program code for performing the operations of the present invention may be written in any combination of one or more programming languages, including object-oriented programming languages ​​such as Java, C++, etc., and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user computing device, partially on the user device, as a separate software package, partially on the user computing device and partially on a remote computing device, or entirely on a remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computing device (e.g., through the Internet using an Internet service provider).

[0125] In summary, the purpose of the present invention is to provide an agent matching method, system, device and storage medium based on scheduling status, which can predict the personnel or capacity gaps of the call center team and compensate for them in time, enhance the stability of the business capabilities of the call center team, and improve the user experience.

[0126] The above contents are further detailed descriptions of the present invention in combination with specific preferred embodiments, and it cannot be determined that the specific implementation of the present invention is limited to these descriptions. For ordinary technicians in the technical field to which the present invention belongs, several simple deductions or substitutions can be made without departing from the concept of the present invention, which should be regarded as falling within the protection scope of the present invention.

Claims

1. A seat matching method based on scheduling status, characterized in that: The following steps are involved: S110, obtaining capability labels of call center agent units in the target call center team and scheduled online time period data in a preset future time period; S120, counting the number of first online seats and the first capability tag set in the target call center team in each preset time period in the preset future time; S130, counting the number of online second seats and the second capability tag set corresponding to the call tasks of each time period corresponding to the target call switchboard team in the historical data; S140, establishing a temporary supplement request according to the period in which the number of online seats and the first capability tag set of the first agent do not meet the number of online seats and the second capability tag set of the second agent in each preset period in the preset future time as a vacant period and obtaining a supplement difference for the vacant period; S150, sending a temporary supplement invitation to the call center agent units of other call center teams according to the temporary supplement request; S160: During the vacant period, the call seat units that accept the temporary supplementary invitation are added to the target call connection team to jointly distribute call tasks.

2. The seat matching method based on shift status according to claim 1, characterized in that: The step S110 includes: S111, configuring a number of capability tags for each traffic agent unit; S112, obtaining a capability label of each call agent unit in the target call switchboard team; S113: Obtain the online time period data of each call agent unit in the target call switchboard team within a preset future time.

3. The seat matching method based on shift status according to claim 1, characterized in that: The step S120 includes: S121, dividing the preset future time according to a preset time period, wherein the preset time period ranges from half an hour to two hours; S122, counting the number of first online agents of the call agent units in the target call connection team who are online in each preset time period; S123. Count the first capability tag set of the call agent units that are online in each preset time period in the target call connection team, where the first capability tag set includes the types of capability tags of the call agent units and the number of times each type of capability tag appears.

4. The seat matching method based on shift status according to claim 1, characterized in that: The step S130 includes: S131, counting the number of online second agents of the traffic agent unit in the target traffic connection team who are online in the preset time period corresponding to the historical data; S132. Count the second capability tag set of the call agent units in the target call center team that are online in the preset time period corresponding to the historical data, where the second capability tag set includes the types of capability tags of the call agent units and the number of times each type of capability tag appears.

5. The seat matching method based on shift status according to claim 1, characterized in that: The step S141 includes: S141, obtaining a seat supplement difference according to the difference between the number of the first online seats and the number of the second online seats in each preset time period in the preset future time; S142: Establish a label supplement set according to the types of unsatisfied capability labels and the number of unsatisfied capability labels of the first capability label set compared with the second capability label set in each preset time period within the preset future time; S143: Establish a temporary supplement request based on the seat supplement difference and the tag supplement set.

6. The seat matching method based on scheduling status according to claim 5, characterized in that: The step S150 includes: S151, grouping based on the seat supplement difference according to the tags in the tag supplement set in the temporary supplement request, each group does not contain repeated capability tags, and each group after the grouping is regarded as a capability portrait; S152: Send temporary supplementary invitations for each capability profile to several call center agent units of other call center teams respectively, until the temporary supplementary invitation is accepted by a call center agent unit.

7. The seat matching method based on shift status according to claim 1, characterized in that: In the step S160, in each vacant period in the preset future time, the traffic agent units in other traffic switch teams that accept the temporary supplementary invitation are connected to the traffic task stack of the target traffic switch team to jointly allocate traffic tasks until the vacant period ends.

8. A seat matching system based on shift status, used to implement the seat matching method based on shift status according to claim 1, characterized in that: include: The data collection module obtains the capability labels of the call center agent units in the target call center team and the scheduled online time period data in the preset future time; The label statistics module counts the number of first online agents and the first capability label set in each preset period in the preset future time in the target call center team; A historical statistics module, which counts the number of online second agents and the second capability tag set corresponding to the call tasks of each time period in the historical data of the target call center team; A supplement request module, establishing a temporary supplement request according to the period in which the number of online seats and the first capability tag set of the first agent do not meet the number of online seats and the second capability tag set of the second agent in each preset period in the preset future time as a vacant period and obtaining a supplement difference for the vacant period; A supplementary invitation module, which sends a temporary supplementary invitation to the call agent units of other call connection teams according to the temporary supplementary request; The co-allocation module adds the traffic agent units that accept the temporary supplementary invitation to the target traffic connection team to jointly allocate the traffic tasks during the vacant period.

9. A seat matching device based on shift status, characterized in that: include: processor; a memory storing executable instructions of the processor; The processor is configured to execute the steps of the agent matching method based on scheduling status according to any one of claims 1 to 7 by executing the executable instructions.

10. A computer-readable storage medium for storing a program, characterized in that: When the program is executed by a processor, the steps of the seat matching method based on scheduling status described in any one of claims 1 to 7 are implemented.

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