Work order configuration method and system

Abstract

The present invention discloses a work order configuration method, including: an activity manager creates an activity; a batch manager creates a batch; after the batch is created, the batch is converted into a corresponding task; the batch status is checked in the work order management interface and the current batch is started; the progress manager performs progress management on the work order, and the status of each batch is checked in real time during the batch execution, and the business data generated during the batch execution is output to the result manager, and is synchronously updated in the system database; the result manager performs result management on the work order; and the business data is processed and analyzed in the result manager. In addition, the present invention also discloses a work order configuration system. The present invention adopts a more flexible work order form in the human-computer collaborative dialogue system to complete the whole process from work order creation to assignment to result acceptance, and combines the system to perform assignment management and result recording, which can greatly improve management efficiency and reduce human resource waste.

Description

Technical Field

[0001] The present invention relates to the technical field, and in particular to a work order configuration method and system. Background Art

[0002] In the existing technology, the work order management of call centers is usually not flexible enough, and there will be problems such as too many customer service staff to be managed in a unified manner, waste of manpower planning for secondary dispatchers, and difficulty in archiving and counting paper work orders. At the same time, since the work process and results cannot be fully preserved, it is impossible to formulate quantitative assessment standards, verify customer service quality, and introduce incentives for customer service. Summary of the invention

[0003] Based on this, in order to solve the technical problems in the prior art, a work order configuration method is proposed, including:

[0004] The activity manager creates activities, which are the business field frameworks of work orders;

[0005] Activities are loaded with business tables that record business data. The work order levels of the business table are activities, batches, tasks, and calls from high to low.

[0006] After the activity is created, configure custom field types for different business scenarios;

[0007] The batch manager creates batches, which are execution instances in an activity;

[0008] Based on the existing configuration of the activity, set the input parameters and outbound call process required by the robot in the current batch;

[0009] After the batch is created, it is converted into corresponding tasks. Each outbound call number corresponds to a task, and each task includes one or more calls. Check the batch status in the work order management interface and start the execution of the current batch.

[0010] After the batch starts executing, the batch is converted into tasks grouped by numbers. The tasks are assigned to the agents in the configured agent skill group in the activity according to the set agent ranking. The agents perform customer service work for the tasks.

[0011] The progress manager manages the progress of work orders and instantly checks the status of each batch during batch execution; the business data generated during batch execution is output to the result manager and updated synchronously in the system database;

[0012] The result manager manages the results of work orders; the result manager processes and analyzes the business data.

[0013] In one embodiment, a robot and its dialogue flow are built and configured before the activity is created, and a human agent skill group is configured;

[0014] The custom fields of an activity are obtained by referencing the parameters used by the robot in the conversation process; the field types include outbound channel, inbound channel, robot version, manual agent skill group, and outbound call mode; among them, the outbound call mode includes manual direct call, manual preview outbound call, robot outbound call, and human-machine collaborative outbound call;

[0015] Among them, the activity manager creates activities, including:

[0016] Enter the activity creation interface of the activity manager. When the outbound calling mode is robot outbound calling, select the robot version and set the robot parameters. The robot parameters include outbound calling strategy and answering gender.

[0017] The robot references the parameters used in the conversation process as custom fields of the activity and updates the robot version synchronously;

[0018] Generate a customer list template and a business template using the same parameter fields; the business template is used to record the robot settings in this activity; in the process of creating future activities, the robot settings can be completed by referencing the existing business template;

[0019] For call patterns involving human agents, the creation manager pre-creates human agent skill groups and configures the human agent skill groups; assigns human agents to different groups; configuring human agent skill groups includes setting the list of human agents in different skill groups, allocation strategies, human agent sorting, skill range of skill groups, and post-call duration;

[0020] After the activity is created, you can view the activity execution status, activity activation status, and activity creator in the activity management interface; the customer list template is updated synchronously with the call data generated during the activity.

[0021] In one embodiment, a batch manager creates a batch by:

[0022] When viewing a robot, use the current version of the robot to initiate an outbound call. If the robot version has been referenced by an activity, select the previously referenced activity and jump to the batch creation interface.

[0023] Alternatively, you can view the customer list uploaded to the Customer Center through the Customer Center, select the customers and assign them as batch task objects, and then fill in the information in the Upload Batch page to complete the batch creation;

[0024] After entering the batch creation interface, select the activity, upload the outbound call data and make outbound call settings to determine the generation of the current batch;

[0025] Among them, select the activity to inherit the outbound call mode and manual agent skill group configured in the activity, and set the input parameters and outbound call process required by the robot in the current batch based on the existing configuration of the activity;

[0026] Among them, uploading outbound call data to meet the input parameters required by the robot, including the outbound call number;

[0027] Among them, the outbound call settings include setting the outbound call mode, outbound call date, outbound call time period, banned call date, banned call time period, and batch number priority of the current batch.

[0028] In one embodiment, the progress manager performs progress management in the progress management page of the work order management interface, and checks the execution status of each batch through the progress management page, and instantly checks the conversation progress, connection rate, transfer rate, and call loss rate;

[0029] Among them, business data includes robot input, which includes customer names and business applications collected during the conversation;

[0030] Among them, the progress management page includes the activity management subpage and the batch management subpage;

[0031] The activity management subpage is used to view the batch progress of the current activity, which includes the number of batches currently completed, the overall execution status of the current activity, and the activation status;

[0032] Enter the batch management subpage from the activity management subpage, and view the completion status of the batch on the batch management subpage; the data indicators viewed on the batch management subpage include connection rate, transfer rate, and call loss rate; view the call record information of the current batch through the paging of the batch management subpage, and the call record information includes call data and call content.

[0033] In one embodiment, business data is viewed through one or more dimensions in the result manager, including task management, call sheet management, and customer center, and the work sheet management interface corresponds to a task management page, a call sheet management page, and a customer center page respectively;

[0034] Among them, task management retrieves business data based on task parameters, which include outbound call numbers, call history records, call content and recordings, and robot input and output parameters;

[0035] On the task management page, you can view the completion status of each task, including execution status, abnormal reasons, and whether it is completed. On the task management page, you can jump to the call record management by viewing the call history to view the content of each call.

[0036] Among them, the call record management retrieves the service record according to the call parameters, which include the call result and the reason for the failure to connect;

[0037] In the call record management page, you can view the call data, customer parameter data, and call history content of each call in an activity or batch. The call data includes call duration, connected agent, and ringing duration.

[0038] View the call information of each order, including call text, call recording, call outgoing and incoming parameters; the call interface provides an input text box for the human agent to summarize the current call;

[0039] Among them, the customer center retrieves business records based on customer parameters, as well as categorized summary list templates;

[0040] The customer center page includes list templates, list management, customer groups, and blacklist management; the list template is generated when the activity is created, and the list template is a data recording framework;

[0041] In list management, you can aggregate uploaded customer data or customer data uploaded when creating a batch, and view the customer list and corresponding flow status based on one or more customer parameters, including business templates;

[0042] When the batch is executed and customer information is generated, the customer information of the same customer will be aggregated into the same customer file and updated synchronously in the system database, and the records of the customer file can be viewed on a customer-by-customer basis;

[0043] Through list management, customers can be marked and classified into customer groups or added to blacklists in order to identify them and take corresponding actions.

[0044] In addition, in order to solve the technical problems in the prior art, a work order configuration system is proposed, including an activity manager, a batch manager, a progress manager, a result manager, a system database, and a work order management interface;

[0045] Among them, the activity creation manager is used to create activities, and activities are the business field framework of work orders;

[0046] Activities are loaded with business tables that record business data. The work order levels of the business table are activities, batches, tasks, and calls from high to low.

[0047] After the activity is created, configure custom field types for different business scenarios;

[0048] Among them, the batch creation manager is used to create batches, which are execution instances in activities;

[0049] Based on the existing configuration of the activity, set the input parameters and outbound call process required by the robot in the current batch;

[0050] After the batch is created, it is converted into corresponding tasks. Each outbound call number corresponds to a task, and each task includes one or more calls. Check the batch status in the work order management interface and start the execution of the current batch.

[0051] After the batch starts executing, the batch is converted into tasks grouped by numbers. The tasks are assigned to the agents in the configured agent skill group in the activity according to the set agent ranking. The agents perform customer service work for the tasks.

[0052] Among them, the progress manager is used to manage the progress of work orders; the progress manager instantly checks the status of each batch during batch execution; the business data generated during batch execution is output to the result manager and updated synchronously in the system database;

[0053] The result manager is used to manage the results of work orders; the result manager is used to process and analyze business data.

[0054] In one embodiment, a robot and its dialogue flow are built and configured before the activity is created, and a human agent skill group is configured;

[0055] The custom fields of an activity are obtained by referencing the parameters used by the robot in the conversation process; the field types include outbound channel, inbound channel, robot version, manual agent skill group, and outbound call mode; among them, the outbound call mode includes manual direct call, manual preview outbound call, robot outbound call, and human-machine collaborative outbound call;

[0056] Among them, the creation manager creates activities, including:

[0057] Enter the activity creation interface of the creation manager. When the outbound call mode is robot outbound call, select the robot version and set the robot parameters. The robot parameters include outbound call strategy and answering gender.

[0058] The robot references the parameters used in the conversation process as custom fields of the activity and updates the robot version synchronously;

[0059] Generate a customer list template and a business template using the same parameter fields; the business template is used to record the robot settings in this activity; in the process of creating future activities, the robot settings can be completed by referencing the existing business template;

[0060] For call patterns involving human agents, the creation manager pre-creates human agent skill groups and configures the human agent skill groups; assigns human agents to different groups; configuring human agent skill groups includes setting the list of human agents in different skill groups, allocation strategies, human agent sorting, skill range of skill groups, and post-call duration;

[0061] After the activity is created, you can view the activity execution status, activity activation status, and activity creator in the activity management interface; the customer list template is updated synchronously with the call data generated during the activity.

[0062] In one embodiment, the creation manager creates a batch, specifically including:

[0063] When viewing a robot, use the current version of the robot to initiate an outbound call. If the robot version has been referenced by an activity, select the previously referenced activity and jump to the batch creation interface.

[0064] Alternatively, you can view the customer list uploaded to the Customer Center through the Customer Center, select the customers and assign them as batch task objects, and then fill in the information in the Upload Batch page to complete the batch creation;

[0065] After entering the batch creation interface, select the activity, upload the outbound call data and make outbound call settings to determine the generation of the current batch;

[0066] Among them, select the activity to inherit the outbound call mode and manual agent skill group configured in the activity, and set the input parameters and outbound call process required by the robot in the current batch based on the existing configuration of the activity;

[0067] Among them, uploading outbound call data to meet the input parameters required by the robot, including the outbound call number;

[0068] Among them, the outbound call settings include setting the outbound call mode, outbound call date, outbound call time period, banned call date, banned call time period, and batch number priority of the current batch.

[0069] In one embodiment, the progress manager performs progress management in the progress management page of the work order management interface; the execution status of each batch can be viewed through the progress management page, and the conversation progress, connection rate, transfer rate, and call loss rate can be viewed in real time;

[0070] Among them, business data includes robot input, which includes customer names and business applications collected during the conversation;

[0071] Among them, the progress management page includes the activity management subpage and the batch management subpage;

[0072] The activity management subpage is used to view the batch progress of the current activity, which includes the number of batches currently completed, the overall execution status of the current activity, and the activation status;

[0073] Enter the batch management subpage from the activity management subpage, and view the completion status of the batch on the batch management subpage; the data indicators viewed on the batch management subpage include connection rate, transfer rate, and call loss rate; view the call record information of the current batch through the paging of the batch management subpage, and the call record information includes call data and call content.

[0074] In one embodiment, business data is viewed through one or more dimensions in the result manager, including task management, call sheet management, and customer center, and the work sheet management interface corresponds to a task management page, a call sheet management page, and a customer center page respectively;

[0075] Among them, task management retrieves business data based on task parameters, which include outbound call numbers, call history records, call content and recordings, and robot input and output parameters;

[0076] On the task management page, you can view the completion status of each task, including execution status, abnormal reasons, and whether it is completed. On the task management page, you can jump to the call record management by viewing the call history to view the content of each call.

[0077] Among them, the call record management retrieves the service record according to the call parameters, which include the call result and the reason for the failure to connect;

[0078] In the call record management page, you can view the call data, customer parameter data, and call history content of each call in an activity or batch. The call data includes call duration, connected agent, and ringing duration.

[0079] View the call information of each order, including call text, call recording, call outgoing and incoming parameters; the call interface provides an input text box for the human agent to summarize the current call;

[0080] Among them, the customer center retrieves business records based on customer parameters, as well as categorized summary list templates;

[0081] The customer center page includes list templates, list management, customer groups, and blacklist management; the list template is generated when the activity is created, and the list template is a data recording framework;

[0082] In list management, you can aggregate uploaded customer data or customer data uploaded when creating a batch, and view the customer list and corresponding flow status based on one or more customer parameters, including business templates;

[0083] When the batch is executed and customer information is generated, the customer information of the same customer will be aggregated into the same customer file and updated synchronously in the system database, and the records of the customer file can be viewed on a customer-by-customer basis;

[0084] Through list management, customers can be marked and classified into customer groups or added to blacklists in order to identify them and take corresponding actions.

[0085] Implementing the embodiments of the present invention will have the following beneficial effects:

[0086] The present invention can realize the whole process of work order creation, assignment to result acceptance in a more flexible work order form in the human-computer collaborative dialogue system, and combine the system for assignment management and result recording, thereby greatly improving management efficiency and reducing waste of human resources. BRIEF DESCRIPTION OF THE DRAWINGS

[0087] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0088] in:

[0089] Figure 1 It is a flowchart of the work order configuration method in the present invention;

[0090] Figure 2 It is a schematic diagram of the work order configuration system in the present invention; DETAILED DESCRIPTION

[0091] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of 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 of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0092] In the human-computer collaborative dialogue system, even when facing customers, the focus information and generated services in the inbound business scenario, manual outbound business scenario, and robot outbound business scenario are all different, and the fields of the work orders corresponding to different services are also different; the present invention uses the activity business template as the data format of the work order, establishes an activity with activity as the core, and consists of different custom fields to form an activity, and defines batches in the activity, and publishes corresponding tasks to corresponding seats according to the batches.

[0093] Accordingly, the present invention discloses a work order configuration method, comprising:

[0094] The activity manager creates activities, which are the business field frameworks of work orders;

[0095] Activities are loaded with business tables that record business data. The work order levels of the business table are activities, batches, tasks, and calls from high to low.

[0096] In particular, the robot and its dialogue flow are built and configured before the activity is created, and the human agent skill group is configured;

[0097] After the activity is created, you can configure custom field types for different business scenarios. Field types include outbound channel, inbound channel, robot version, manual agent skill group, and outbound call mode. Among them, outbound call modes include manual direct call, manual preview outbound call, robot outbound call, and human-machine collaborative outbound call. You can select multiple outbound call modes for an activity.

[0098] Specifically, the custom fields of the activity are obtained by referencing the parameters used by the robot in the conversation process; assigning human agents to different groups;

[0099] In particular, when using purely human agents for conversations, it is also necessary to build and configure the robot and its conversation process in advance;

[0100] Configuring the manual agent skill group includes setting the list of manual agents in different skill groups, allocation strategy, manual agent sorting, skill group skill range, and post-call duration;

[0101] In the present invention, the activity is the business field framework of the work order, and the maximum unit of the work order that can be executed by the system is the batch;

[0102] In particular, the Activity Manager creates activities, including:

[0103] Add activities directly through the activity management interface;

[0104] Alternatively, use the robot version to initiate an outbound call when viewing the robot; if the robot version has never been referenced in an activity, the system will jump to the activity creation interface of the creation manager and fill in the information in the newly created activity creation page;

[0105] Enter the activity creation interface of the activity manager. When the outbound calling mode is robot outbound calling, select the robot version and set the robot parameters. The robot parameters include outbound calling strategy and answering gender.

[0106] The robot references the parameters used in the conversation process as custom fields of the activity and updates the robot version synchronously;

[0107] Generate a customer list template and a business template using the same parameter fields; the business template is used to record the robot settings in this activity; in the process of creating future activities, the robot settings can be completed by referencing the existing business template;

[0108] For call patterns involving human agents, the creation manager pre-creates human agent skill groups and configures the human agent skill groups; assigns human agents to different groups; configuring human agent skill groups includes setting the list of human agents in different skill groups, allocation strategies, human agent sorting, skill range of skill groups, and post-call duration;

[0109] After the activity is created, you can view the activity execution status, activity activation status, and activity creator in the activity management interface;

[0110] The customer list template is updated synchronously with the call data generated during the campaign;

[0111] The batch manager creates batches, which are execution instances in an activity;

[0112] Based on the existing configuration of the activity, set the input parameters and outbound call process required by the robot in the current batch;

[0113] Among them, batch configuration serves the outbound call mode, which includes robot outbound call, human-machine collaborative outbound call, and manual preview outbound call; the outbound call mode is single selection;

[0114] In particular, the Batch Manager creates batches, including:

[0115] When viewing a robot, use the current version of the robot to initiate an outbound call. If the robot version has been referenced by an activity, select the previously referenced activity and jump to the batch creation interface.

[0116] Alternatively, you can view the customer list uploaded to the Customer Center through the Customer Center, select the customers and assign them as batch task objects, and then fill in the information in the Upload Batch page to complete the batch creation;

[0117] After entering the batch creation interface, select the activity, upload the outbound call data and make outbound call settings to determine the generation of the current batch;

[0118] Among them, select the activity to inherit the outbound call mode and manual agent skill group configured in the activity, and set the input parameters and outbound call process required by the robot in the current batch based on the existing configuration of the activity;

[0119] Among them, uploading outbound call data to meet the input parameters required for the robot to run, including the outbound call number;

[0120] Among them, outbound call settings include setting the outbound call mode, outbound call date, outbound call time period, banned call date, banned call time period, and batch number priority of the current batch;

[0121] After the batch is created, it is converted into corresponding tasks. Each outbound call number corresponds to a task; each task includes one or more calls;

[0122] The conversion method from batches to tasks is determined by the behavior patterns of robots and human agents;

[0123] After the batch is created, check the batch status in the work order management interface and start executing the current batch;

[0124] When the tasks corresponding to the batch involve human agents, since the human agent skill group has been pre-configured when the activity is created, the tasks corresponding to the batch do not need to manually specify the human agent list and human agent order, but directly use the configuration of the human agent skill group in the activity;

[0125] After the batch starts executing, the batch is converted into tasks grouped by numbers. The tasks are assigned to the agents in the configured agent skill group in the activity according to the set agent ranking. The agents perform customer service work for the tasks.

[0126] The progress manager manages the progress of work orders and instantly checks the status of each batch during batch execution; the business data generated during batch execution is output to the result manager and updated synchronously in the system database;

[0127] In particular, the progress manager manages the progress in the progress management page of the work order management interface;

[0128] The progress management page is a data visualization page. You can view the execution status of each batch through the progress management page, and instantly view the conversation progress, connection rate, transfer rate, and call loss rate.

[0129] Among them, business data includes robot input, which includes customer names and business applications collected during the conversation;

[0130] Specifically, in progress management, the running status of each batch can be instantly viewed through the progress management page during batch execution; the business data generated during batch execution is synchronously updated to the database so that the records can be viewed through the system database;

[0131] Among them, the progress management page includes the activity management subpage and the batch management subpage;

[0132] The activity management subpage is used to view the batch progress of the current activity, which includes the number of batches currently completed, the overall execution status of the current activity, and the activation status;

[0133] Enter the Batch Management subpage from the Activity Management subpage, and view the completion status of the batch in a visual form on the Batch Management subpage;

[0134] The data indicators that can be viewed on the batch management subpage include connection rate, call transfer rate, and call loss rate. The call bill information of the current batch can be viewed through the paging of the batch management subpage. The call bill information includes call data and call content.

[0135] The result manager manages the results of the work order; the result manager processes and analyzes the business data;

[0136] In particular, the result management of the work order includes viewing the batch execution results through one or more records during the batch execution process or after the batch execution is completed;

[0137] Enhance the value of business data by configuring execution results;

[0138] In the result manager, you can view business data through one or more dimensions, including task management, call ticket management, and customer center. In the work ticket management interface, there are task management pages, call ticket management pages, and customer center pages respectively.

[0139] Among them, task management retrieves business data based on task parameters, which include outbound call numbers, call history records, call content and recordings, and robot input and output parameters;

[0140] On the task management page, you can view the completion status of each task, including execution status, abnormal reasons, and whether it is completed. On the task management page, you can jump to the call record management by viewing the call history to view the content of each call.

[0141] Among them, the call record management retrieves the service record according to the call parameters, which include the call result and the reason for the failure to connect;

[0142] In the call record management page, you can view the call data, customer parameter data, and call history content of each call in an activity or batch. The call data includes call duration, connected agent, and ringing duration.

[0143] When the system determines that the customer parameters extracted from the call recording are incorrect, the customer parameters are corrected by editing the business record of the specific call;

[0144] View the call information of each order, including call text, call recording, call outgoing and incoming parameters; the call interface provides an input text box for the human agent to summarize the current call;

[0145] The customer center retrieves business records based on customer parameters, as well as categorizes and summarizes list templates;

[0146] The customer center page includes list templates, list management, customer groups, and blacklist management; the list template is generated when the activity is created, and the list template is a data recording framework;

[0147] In the list management, the uploaded customer data is aggregated, or the customer data uploaded when creating a batch is uploaded, and the corresponding customer list and corresponding circulation status are viewed according to one or more customer parameters, including business templates;

[0148] When the batch is executed and customer information is generated, the customer information of the same customer will be aggregated into the same customer file and updated synchronously in the system database, and the records of the customer file can be viewed on a customer-by-customer basis;

[0149] Through list management, customers can be marked and classified into customer groups or blacklisted so as to quickly identify customers and take corresponding actions;

[0150] In particular, customer group lists are directly referenced as outbound call data when batches are created;

[0151] Process and analyze business data in the result manager, including manual agents marking and summarizing each call;

[0152] The customer center determines the customer status through customer data and reclassifies the customer into a specific customer group list, which can be directly referenced when creating batches later.

[0153] In addition, the present invention also discloses a work order configuration system, including an activity manager, a batch manager, a progress manager, a result manager, a system database, and a work order management interface;

[0154] Among them, the activity manager is used to create activities, which are the business field framework of the work order;

[0155] Activities are loaded with business tables that record business data. The work order levels of the business table are activities, batches, tasks, and calls from high to low.

[0156] In particular, the robot and its dialogue flow are built and configured before the activity is created, and the human agent skill group is configured;

[0157] After the activity is created, you can configure custom field types for different business scenarios. Field types include outbound channel, inbound channel, robot version, manual agent skill group, and outbound call mode. Among them, outbound call modes include manual direct call, manual preview outbound call, robot outbound call, and human-machine collaborative outbound call. You can select multiple outbound call modes for an activity.

[0158] Specifically, the custom fields of the activity are obtained by referencing the parameters used by the robot in the conversation process; assigning human agents to different groups;

[0159] In particular, when using purely human agents for conversations, it is also necessary to build and configure the robot and its conversation process in advance;

[0160] Configuring the manual agent skill group includes setting the list of manual agents in different skill groups, allocation strategy, manual agent sorting, skill group skill range, and post-call duration;

[0161] In the present invention, the activity is the business field framework of the work order, and the maximum unit of the work order that can be executed by the system is the batch;

[0162] In particular, the Activity Manager creates activities, including:

[0163] Add activities directly through the activity management interface;

[0164] Alternatively, use the robot version to initiate an outbound call when viewing the robot; if the robot version has never been referenced in an activity, the system will jump to the activity creation interface of the creation manager and fill in the information in the newly created activity creation page;

[0165] Enter the activity creation interface of the activity manager. When the outbound calling mode is robot outbound calling, select the robot version and set the robot parameters. The robot parameters include outbound calling strategy and answering gender.

[0166] The robot references the parameters used in the conversation process as custom fields of the activity and updates the robot version synchronously;

[0167] Generate a customer list template and a business template using the same parameter fields; the business template is used to record the robot settings in this activity; in the process of creating future activities, the robot settings can be completed by referencing the existing business template;

[0168] For call patterns involving human agents, the creation manager pre-creates human agent skill groups and configures the human agent skill groups; assigns human agents to different groups; configuring human agent skill groups includes setting the list of human agents in different skill groups, allocation strategies, human agent sorting, skill range of skill groups, and post-call duration;

[0169] After the activity is created, you can view the activity execution status, activity activation status, and activity creator in the activity management interface;

[0170] The customer list template is updated synchronously with the call data generated during the campaign;

[0171] Among them, the batch manager is used to create batches, which are execution instances in an activity;

[0172] Based on the existing configuration of the activity, set the input parameters and outbound call process required by the robot in the current batch;

[0173] Among them, batch configuration serves the outbound call mode, which includes robot outbound call, human-machine collaborative outbound call, and manual preview outbound call; the outbound call mode is single selection;

[0174] In particular, the Batch Manager creates batches, including:

[0175] When viewing a robot, use the current version of the robot to initiate an outbound call. If the robot version has been referenced by an activity, select the previously referenced activity and jump to the batch creation interface.

[0176] Alternatively, you can view the customer list uploaded to the Customer Center through the Customer Center, select the customers and assign them as batch task objects, and then fill in the information in the Upload Batch page to complete the batch creation;

[0177] After entering the batch creation interface, select the activity, upload the outbound call data and make outbound call settings to determine the generation of the current batch;

[0178] Among them, select the activity to inherit the outbound call mode and manual agent skill group configured in the activity, and set the input parameters and outbound call process required by the robot in the current batch based on the existing configuration of the activity;

[0179] Among them, uploading outbound call data to meet the input parameters required for the robot to run, including the outbound call number;

[0180] Among them, outbound call settings include setting the outbound call mode, outbound call date, outbound call time period, banned call date, banned call time period, and batch number priority of the current batch;

[0181] After the batch is created, it is converted into corresponding tasks. Each outbound call number corresponds to a task; each task includes one or more calls;

[0182] The conversion method from batches to tasks is determined by the behavior patterns of robots and human agents;

[0183] After the batch is created, check the batch status in the work order management interface and start executing the current batch;

[0184] When the tasks corresponding to the batch involve human agents, since the human agent skill group has been pre-configured when the activity is created, the tasks corresponding to the batch do not need to manually specify the human agent list and human agent order, but directly use the configuration of the human agent skill group in the activity;

[0185] After the batch starts executing, the batch is converted into tasks grouped by numbers. The tasks are assigned to the agents in the configured agent skill group in the activity according to the set agent ranking. The agents perform customer service work for the tasks.

[0186] Among them, the progress manager is used to manage the progress of work orders; to view the status of each batch in real time during batch execution; to output the business data generated during batch execution to the result manager and update it synchronously in the system database;

[0187] In particular, the progress manager manages the progress in the progress management page of the work order management interface;

[0188] The progress management page is a data visualization page. You can view the execution status of each batch through the progress management page, and instantly view the conversation progress, connection rate, transfer rate, and call loss rate.

[0189] Among them, business data includes robot input, which includes customer names and business applications collected during the conversation;

[0190] Specifically, in progress management, the running status of each batch can be instantly viewed through the progress management page during batch execution; the business data generated during batch execution is synchronously updated to the database so that the records can be viewed through the system database;

[0191] Among them, the progress management page includes the activity management subpage and the batch management subpage;

[0192] The activity management subpage is used to view the batch progress of the current activity, which includes the number of batches currently completed, the overall execution status of the current activity, and the activation status;

[0193] Enter the Batch Management subpage from the Activity Management subpage, and view the completion status of the batch in a visual form on the Batch Management subpage;

[0194] The data indicators that can be viewed on the batch management subpage include connection rate, call transfer rate, and call loss rate. The call bill information of the current batch can be viewed through the paging of the batch management subpage. The call bill information includes call data and call content.

[0195] The result manager is used to manage the results of work orders; the result manager is used to process and analyze the business data;

[0196] In particular, the result management of the work order includes viewing the batch execution results through one or more records during the batch execution process or after the batch execution is completed;

[0197] Enhance the value of business data by configuring execution results;

[0198] In the result manager, you can view business data through one or more dimensions, including task management, call ticket management, and customer center. In the work ticket management interface, there are task management pages, call ticket management pages, and customer center pages respectively.

[0199] Among them, task management retrieves business data based on task parameters, which include outbound call numbers, call history records, call content and recordings, and robot input and output parameters;

[0200] On the task management page, you can view the completion status of each task, including execution status, abnormal reasons, and whether it is completed. On the task management page, you can jump to the call record management by viewing the call history to view the content of each call.

[0201] Among them, the call record management retrieves the service record according to the call parameters, which include the call result and the reason for the failure to connect;

[0202] In the call record management page, you can view the call data, customer parameter data, and call history content of each call in an activity or batch. The call data includes call duration, connected agent, and ringing duration.

[0203] When the system determines that the customer parameters extracted from the call recording are incorrect, the customer parameters are corrected by editing the business record of the specific call;

[0204] View the call information of each order, including call text, call recording, call outgoing and incoming parameters; the call interface provides an input text box for the human agent to summarize the current call;

[0205] The customer center retrieves business records based on customer parameters, as well as categorizes and summarizes list templates;

[0206] The customer center page includes list templates, list management, customer groups, and blacklist management; the list template is generated when the activity is created, and the list template is a data recording framework;

[0207] In the list management, the uploaded customer data is aggregated, or the customer data uploaded when creating a batch is uploaded, and the corresponding customer list and corresponding circulation status are viewed according to one or more customer parameters, including business templates;

[0208] When the batch is executed and customer information is generated, the customer information of the same customer will be aggregated into the same customer file and updated synchronously in the system database, and the records of the customer file can be viewed on a customer-by-customer basis;

[0209] Through list management, customers can be marked and classified into customer groups or blacklisted so as to quickly identify customers and take corresponding actions;

[0210] In particular, customer group lists are directly referenced as outbound call data when batches are created;

[0211] Process and analyze business data in the result manager, including manual agents marking and summarizing each call;

[0212] The customer center determines the customer status through customer data and reclassifies the customer into a specific customer group list, which can be directly referenced when creating batches later.

[0213] Implementing the embodiments of the present invention will have the following beneficial effects:

[0214] The present invention takes the created activities as the core, constitutes the activities through the created custom fields, configures batches in the activities, and publishes the tasks in batches to specific agents. The work order configuration method makes the issuance and scheduling of work orders more flexible, easy to integrate and perform statistical quantitative assessment of agents, thereby realizing an efficient work order system.

[0215] The above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit the same. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. Such modifications or replacements will not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A work order configuration method, characterized in that: include: The activity manager creates an activity, which is the business field framework of a work order; Activities are loaded with business tables that record business data. The work order levels of the business table are activities, batches, tasks, and calls from high to low. After the activity is created, configure custom field types for different business scenarios; The batch manager creates batches, which are execution instances in an activity; Set the input parameters and outbound call process required for the robot in the current batch based on the existing configuration of the activity; After the batch is created, it is converted into corresponding tasks. Each outbound call number corresponds to a task, and each task includes one or more calls. Check the batch status in the work order management interface and start the execution of the current batch. After the batch starts executing, the batch is converted into tasks grouped by numbers. The tasks are assigned to the agents in the configured agent skill group in the activity according to the set agent order. The agents perform customer service work for the tasks. The progress manager manages the progress of work orders and instantly checks the status of each batch during batch execution; the business data generated during batch execution is output to the result manager and updated synchronously in the system database; The result manager manages the results of work orders; the result manager processes and analyzes the business data.

2. The work order configuration method according to claim 1, It is characterized in that in, Build and configure the robot and its dialogue process before creating an activity, and configure the human agent skill group; The custom fields of an activity are obtained by referencing the parameters used by the robot in the conversation process; the field types include outbound channel, inbound channel, robot version, manual agent skill group, and outbound call mode; among them, the outbound call mode includes manual direct call, manual preview outbound call, robot outbound call, and human-machine collaborative outbound call; Among them, the activity manager creates activities, including: Enter the activity creation interface of the activity manager. When the outbound calling mode is robot outbound calling, select the robot version and set the robot parameters. The robot parameters include outbound calling strategy and answering gender. The robot references the parameters used in the conversation process as custom fields of the activity and updates the robot version synchronously; Generate a customer list template and a business template using the same parameter fields; the business template is used to record the robot settings in this activity; in the process of creating future activities, the robot settings can be completed by referencing the existing business template; For call patterns involving human agents, the creation manager pre-creates human agent skill groups and configures the human agent skill groups; assigns human agents to different groups; configuring human agent skill groups includes setting the list of human agents in different skill groups, allocation strategies, human agent sorting, skill range of skill groups, and post-call duration; After the activity is created, you can view the activity execution status, activity activation status, and activity creator in the activity management interface; the customer list template is updated synchronously with the call data generated during the activity.

3. The work order configuration method according to claim 1, It is characterized in that in, The Batch Manager creates batches, including: When viewing a robot, use the current version of the robot to initiate an outbound call. If the robot version has been referenced by an activity, select the previously referenced activity and jump to the batch creation interface. Alternatively, you can view the customer list uploaded to the Customer Center through the Customer Center, select the customers and assign them as batch task objects, and then fill in the information in the Upload Batch page to complete the batch creation; After entering the batch creation interface, select the activity, upload the outbound call data and set up the outbound calls to determine the generation of the current batch; Among them, select the activity to inherit the outbound call mode and manual agent skill group configured in the activity, and set the input parameters and outbound call process required by the robot in the current batch based on the existing configuration of the activity; Among them, uploading outbound call data to meet the input parameters required by the robot, including the outbound call number; Among them, the outbound call settings include setting the outbound call mode, outbound call date, outbound call time period, banned call date, banned call time period, and batch number priority of the current batch.

4. The work order configuration method according to claim 1, It is characterized in that in, The progress manager manages the progress in the progress management page of the work order management interface. Through the progress management page, you can view the execution status of each batch, and instantly view the conversation progress, connection rate, transfer rate, and call loss rate; Among them, business data includes robot input, which includes customer names and business applications collected during the conversation; Among them, the progress management page includes the activity management subpage and the batch management subpage; The activity management subpage is used to view the batch progress of the current activity, which includes the number of batches currently completed, the overall execution status of the current activity, and the activation status; Enter the batch management subpage from the activity management subpage, and view the completion status of the batch on the batch management subpage; the data indicators viewed on the batch management subpage include connection rate, transfer rate, and call loss rate; view the call record information of the current batch through the paging of the batch management subpage, and the call record information includes call data and call content.

5. The work order configuration method according to claim 1, It is characterized in that in, In the result manager, you can view business data through one or more dimensions, including task management, call ticket management, and customer center. In the work ticket management interface, there are task management pages, call ticket management pages, and customer center pages respectively. Among them, task management retrieves business data based on task parameters, which include outbound call numbers, call history records, call content and recordings, and robot input and output parameters; On the task management page, you can view the completion status of each task, including execution status, abnormal reasons, and whether it is completed. On the task management page, you can jump to the call record management by viewing the call history to view the content of each call. Among them, the call record management retrieves the service record according to the call parameters, which include the call result and the reason for the failure to connect; In the call record management page, you can view the call data, customer parameter data, and call history content of each call in an activity or batch. The call data includes call duration, connected agent, and ringing duration. View the call information of each order, including call text, call recording, call outgoing and incoming parameters; the call interface provides an input text box for the human agent to summarize the current call; Among them, the customer center retrieves business records based on customer parameters, as well as categorized summary list templates; The customer center page includes list templates, list management, customer groups, and blacklist management; the list template is generated when the activity is created, and the list template is a data recording framework; In list management, you can aggregate uploaded customer data or customer data uploaded when creating a batch, and view the customer list and corresponding flow status based on one or more customer parameters, including business templates; When the batch is executed and customer information is generated, the customer information of the same customer will be aggregated into the same customer file and updated synchronously in the system database, and the records of the customer file can be viewed on a customer-by-customer basis; Through list management, customers can be marked and classified into customer groups or added to blacklists in order to identify them and take corresponding actions.

6. A work order configuration system, characterized in that: Includes activity manager, batch manager, schedule manager, result manager, system database, and work order management interface; Among them, the activity creation manager is used to create activities, and activities are the business field framework of work orders; Activities are loaded with business tables that record business data. The work order levels of the business table are activities, batches, tasks, and calls from high to low. After the activity is created, configure custom field types for different business scenarios; Among them, the batch creation manager is used to create batches, which are execution instances in activities; Set the input parameters and outbound call process required for the robot in the current batch based on the existing configuration of the activity; After the batch is created, it is converted into corresponding tasks. Each outbound call number corresponds to a task, and each task includes one or more calls. Check the batch status in the work order management interface and start the execution of the current batch. After the batch starts executing, the batch is converted into tasks grouped by numbers. The tasks are assigned to the agents in the configured agent skill group in the activity according to the set agent order. The agents perform customer service work for the tasks. Among them, the progress manager is used to manage the progress of work orders; the progress manager instantly checks the status of each batch during batch execution; the business data generated during batch execution is output to the result manager and updated synchronously in the system database; The result manager is used to manage the results of work orders; the result manager is used to process and analyze business data.

7. The work order configuration system according to claim 6, It is characterized in that in, Build and configure the robot and its dialogue process before creating an activity, and configure the human agent skill group; The custom fields of an activity are obtained by referencing the parameters used by the robot in the conversation process; the field types include outbound channel, inbound channel, robot version, manual agent skill group, and outbound call mode; among them, the outbound call mode includes manual direct call, manual preview outbound call, robot outbound call, and human-machine collaborative outbound call; Among them, the creation manager creates activities, including: Enter the activity creation interface of the creation manager. When the outbound call mode is robot outbound call, select the robot version and set the robot parameters. The robot parameters include outbound call strategy and answering gender. The robot references the parameters used in the conversation process as custom fields of the activity and updates the robot version synchronously; Generate a customer list template and a business template using the same parameter fields; the business template is used to record the robot settings in this activity; in the process of creating future activities, the robot settings can be completed by referencing the existing business template; For call patterns involving human agents, the creation manager pre-creates human agent skill groups and configures the human agent skill groups; assigns human agents to different groups; configuring human agent skill groups includes setting the list of human agents in different skill groups, allocation strategies, human agent sorting, skill range of skill groups, and post-call duration; After the activity is created, you can view the activity execution status, activity activation status, and activity creator in the activity management interface; the customer list template is updated synchronously with the call data generated during the activity.

8. The work order configuration system according to claim 6, It is characterized in that in, The Creation Manager creates batches, including: When viewing a robot, use the current version of the robot to initiate an outbound call. If the robot version has been referenced by an activity, select the previously referenced activity and jump to the batch creation interface. Alternatively, you can view the customer list uploaded to the Customer Center through the Customer Center, select the customers and assign them as batch task objects, and then fill in the information in the Upload Batch page to complete the batch creation; After entering the batch creation interface, select the activity, upload the outbound call data and set up the outbound calls to determine the generation of the current batch; Among them, select the activity to inherit the outbound call mode and manual agent skill group configured in the activity, and set the input parameters and outbound call process required by the robot in the current batch based on the existing configuration of the activity; Among them, uploading outbound call data to meet the input parameters required by the robot, including the outbound call number; Among them, the outbound call settings include setting the outbound call mode, outbound call date, outbound call time period, banned call date, banned call time period, and batch number priority of the current batch.

9. The work order configuration system according to claim 6, It is characterized in that in, The progress manager manages the progress in the progress management page of the work order management interface. The progress management page can be used to view the execution status of each batch, and the conversation progress, connection rate, transfer rate, and call loss rate can be instantly viewed. Among them, business data includes robot input, which includes customer names and business applications collected during the conversation; Among them, the progress management page includes the activity management subpage and the batch management subpage; The activity management subpage is used to view the batch progress of the current activity, which includes the number of batches currently completed, the overall execution status of the current activity, and the activation status; Enter the batch management subpage from the activity management subpage, and view the completion status of the batch on the batch management subpage; the data indicators viewed on the batch management subpage include connection rate, transfer rate, and call loss rate; view the call record information of the current batch through the paging of the batch management subpage, and the call record information includes call data and call content.

10. The work order configuration system according to claim 6, It is characterized in that in, In the result manager, you can view business data through one or more dimensions, including task management, call ticket management, and customer center. In the work ticket management interface, there are task management pages, call ticket management pages, and customer center pages respectively. Among them, task management retrieves business data based on task parameters, which include outbound call numbers, call history records, call content and recordings, and robot input and output parameters; On the task management page, you can view the completion status of each task, including execution status, abnormal reasons, and whether it is completed. On the task management page, you can jump to the call record management by viewing the call history to view the content of each call. Among them, the call record management retrieves the service record according to the call parameters, which include the call result and the reason for the failure to connect; In the call record management page, you can view the call data, customer parameter data, and call history content of each call in an activity or batch. The call data includes call duration, connected agent, and ringing duration. View the call information of each order, including call text, call recording, call outgoing and incoming parameters; the call interface provides an input text box for the human agent to summarize the current call; Among them, the customer center retrieves business records based on customer parameters, as well as categorized summary list templates; The customer center page includes list templates, list management, customer groups, and blacklist management; the list template is generated when the activity is created, and the list template is a data recording framework; In list management, you can aggregate uploaded customer data or customer data uploaded when creating a batch, and view the customer list and corresponding flow status based on one or more customer parameters, including business templates; When the batch is executed and customer information is generated, the customer information of the same customer will be aggregated into the same customer file and updated synchronously in the system database, and the records of the customer file can be viewed on a customer-by-customer basis; Through list management, customers can be marked and classified into customer groups or added to blacklists in order to identify them and take corresponding actions.

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