Multimedia unified queuing management method and device based on call center system

Abstract

The invention provides a multimedia unified queuing management method and device based on a call center system. The method comprises the following steps: receiving a multimedia business service state sent by a seat; wherein the multimedia business service state comprises service states of at least two multimedia businesses; when a multimedia service request of a user is received, obtaining a service state judgment condition corresponding to each multimedia service; determining a target seat according to the multimedia business service state sent by the seat and a service state judgment condition corresponding to each multimedia business; and transferring the multimedia service request to the target seat. By adopting the method provided by the embodiment of the invention, the service efficiency of the call center customer service system can be improved, and the labor cost is reduced.

Description

Technical Field

[0001] The present disclosure relates to the field of computer technology, and in particular to a multimedia unified queuing management method and device based on a call center system. Background Art

[0002] In the related technologies, with the continuous development of call center customer service systems, call center customer service systems have gradually evolved from traditional telephone voice-based to telephone, WebCall (website customer service system application mode), WeChat, video, fax, SMS, email and other multimedia customer service centers. At present, multimedia call center customer service systems usually use different customer service to handle different media access requests, such as customer service group A is responsible for answering calls, and customer service group B is responsible for accepting WebCalls. This will lead to low efficiency and high labor costs for call center customer service systems. Summary of the invention

[0003] The present disclosure provides a multimedia unified queuing management method, device and equipment based on a call center system. The technical solution of the present disclosure is as follows:

[0004] In a first aspect, the present disclosure provides a multimedia unified queuing management method based on a call center system, comprising:

[0005] Receive the multimedia service status sent by the seat; wherein the multimedia service status includes the service status of at least two multimedia services;

[0006] Upon receiving a multimedia service request from a user, obtaining a service status judgment condition corresponding to each multimedia service;

[0007] Determine the target seat according to the multimedia service status sent by the seat and the service status judgment condition corresponding to each multimedia service;

[0008] The multimedia service request is transferred to the target agent.

[0009] In a possible implementation manner, the multimedia service includes a call access service, a video access service, and an online service access service.

[0010] In a possible implementation, the service status judgment condition corresponding to the call access service includes a call access service available status judgment condition and a call access service occupied status judgment condition; wherein the call access service available status judgment condition includes: for a single seat, there is no call service access, the number of online service accesses is less than a preset threshold, and there is no video service access; the call access service occupied status judgment condition includes: for a single seat, there is at least one of call service access, the number of online service accesses is greater than or equal to a preset threshold, and there is video service access;

[0011] The service status judgment condition corresponding to the video access service includes a video access service available status judgment condition and a video access service occupied status judgment condition; wherein the video access service available status judgment condition includes: for a single seat, there is no call service access, no video service access, and the number of online service accesses is less than a preset threshold; the video access service occupied status judgment condition includes: for a single seat, the number of online service accesses is greater than or equal to a preset threshold, there is a call service access, and there is at least one of video service access;

[0012] The service status judgment condition corresponding to the online service access service includes an online service access service available status judgment condition and an online service access service occupied status judgment condition, wherein the online service access service available status judgment condition includes: for a single seat, the number of online service accesses is less than a preset threshold, there is no call service access, and there is no video service access; the online service access service occupied status judgment condition includes: for a single seat, the number of online service accesses is greater than or equal to a preset threshold, there is call service access, and there is at least one of video service access.

[0013] In a possible implementation manner, when the multimedia service status includes a call access service status, a video access service status, and an online service access service status, determining the target seat according to the multimedia service status sent by the seat and a service status judgment condition corresponding to each multimedia service includes:

[0014] Determining a target multimedia service type to which the multimedia service request belongs;

[0015] Determine the seat status of each seat for the target multimedia service type according to the multimedia service service status sent by each seat and the service status judgment condition corresponding to each multimedia service;

[0016] A target seat is allocated to the user according to the seat status of each seat for the target multimedia service type.

[0017] In a possible implementation, it further includes:

[0018] When the multimedia service status of the seat changes, the multimedia service status is sent to the queuing device so that the queuing device updates the multimedia service status of the seat;

[0019] Alternatively, the multimedia service status reported by the agent according to a preset period is received.

[0020] In a possible implementation manner, determining the seat status of each seat for the target multimedia service type according to the multimedia service service status sent by each seat and the service status judgment condition corresponding to each multimedia service includes:

[0021] When it is determined that the seat state for the target multimedia service type is available according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is added to the multimedia queue corresponding to the target multimedia service type;

[0022] When it is determined that the seat state of the seat for the target multimedia service type is occupied according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is removed from the multimedia queue corresponding to the target multimedia service type.

[0023] In a second aspect, the present disclosure provides a multimedia unified queuing management device based on a call center system, comprising:

[0024] A receiving module, used to receive the multimedia service status sent by the seat; wherein the multimedia service status includes the service status of at least two multimedia services;

[0025] An acquisition module, configured to acquire a service status judgment condition corresponding to each multimedia service upon receiving a multimedia service request from a user;

[0026] An agent determination module, used to determine a target agent according to the multimedia service status sent by the agent and a service status judgment condition corresponding to each multimedia service;

[0027] The switching module is used to switch the multimedia service request to the target seat.

[0028] In a third aspect, the present disclosure provides an electronic device, including:

[0029] processor;

[0030] a memory for storing instructions executable by the processor;

[0031] The processor is configured to execute the instructions to implement the method described in the first aspect.

[0032] In a fourth aspect, the present disclosure provides a computer-readable storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the method described in the first aspect.

[0033] In a fifth aspect, the present disclosure provides a computer program product, comprising a computer program / instructions, characterized in that when the computer program / instructions are executed by a processor, the method described in the first aspect is implemented.

[0034] The technical solution disclosed in this disclosure brings at least the following beneficial effects:

[0035] In the embodiment of the present disclosure, by receiving the multimedia service status sent by the agent; wherein the multimedia service status includes the service status of at least two multimedia services; upon receiving the multimedia service request from the user, obtaining the service status judgment condition corresponding to each multimedia service; determining the target agent according to the multimedia service status sent by the agent and the service status judgment condition corresponding to each multimedia service; and transferring the multimedia service request to the target agent. In this way, service requests from different media channels can be uniformly queued and routed in the same queuing machine, thereby improving the efficiency of the call center customer service system and reducing labor costs.

[0036] It is to be understood that the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the present disclosure. BRIEF DESCRIPTION OF THE DRAWINGS

[0037] The drawings herein are incorporated into and constitute a part of the specification, illustrate embodiments consistent with the present disclosure, and together with the description are used to explain the principles of the present disclosure, and do not constitute improper limitations on the present disclosure.

[0038] Figure 1 A flowchart of a multimedia unified queuing management method based on a call center system provided by an embodiment of the present disclosure;

[0039] Figure 2 is a schematic diagram of a multimedia unified queuing method provided by an embodiment of the present disclosure;

[0040] Figure 3 is a schematic diagram of a multimedia access service provided by an embodiment of the present disclosure;

[0041] Figure 4This is a schematic diagram of a seat desktop after logging in provided by an embodiment of the present disclosure;

[0042] Figure 5 is a schematic diagram of a unified queuing function bar provided by an embodiment of the present disclosure;

[0043] Figure 6 It is a structural schematic diagram of a multimedia unified queuing management device based on a call center system provided by an embodiment of the present disclosure;

[0044] Figure 7 A schematic diagram of the structure of an electronic device provided in an embodiment of the present disclosure. DETAILED DESCRIPTION

[0045] In order to enable ordinary persons in the art to better understand the technical solutions of the present disclosure, the technical solutions in the embodiments of the present disclosure will be clearly and completely described below in conjunction with the accompanying drawings.

[0046] It should be noted that the terms "first", "second", etc. in the specification and claims of the present disclosure and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of the present disclosure described herein can be implemented in an order other than those illustrated or described herein. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present disclosure. Instead, they are merely examples of devices and methods consistent with some aspects of the present disclosure as detailed in the appended claims.

[0047] It should be noted that the information (including but not limited to user device information, user personal information, etc.), data (including but not limited to data used for analysis, stored data, displayed data, etc.) and signals involved in this disclosure are all authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data need to comply with relevant laws, regulations and standards of relevant countries and regions.

[0048] The acquisition, storage, use, and processing of data in the technical solution disclosed in this disclosure are in compliance with the relevant provisions of national laws and regulations.

[0049] It should be noted that in the embodiments of the present disclosure, there may be existing solutions in the industry such as certain software, components, models, etc., which should be regarded as exemplary. Their purpose is only to illustrate the feasibility of implementing the technical solution of the present disclosure, but it does not mean that the applicant has or will necessarily use the solution.

[0050] In the related art, the call center customer service system is an important part of the call center system. It has gradually developed from a customer service center that mainly relies on telephone voice to a customer service center that supports multimedia such as telephone, WebCall (Internet phone), social software, video, fax, text message, and email. In the related art, the multimedia call center customer service system usually does not support unified queuing for multimedia services. Generally, different seats are used to handle different multimedia service access requests. For example, Group A seats are responsible for answering telephone services (telephone access services based on mobile communications), and Group B seats are responsible for accepting WebCall services. Since the access channels and modes of different multimedia services are usually different, an agent cannot accept telephone services and WebCalls at the same time, so it does not have the function of a multimedia agent. Therefore, it is necessary to perform unified queuing management for multimedia access to coordinate the service status of the seats under each multimedia access, so that the same seat can have the function of multimedia services at the same time.

[0051] Based on this, the embodiment of the present disclosure provides a multimedia unified queuing management method based on a call center system, which can uniformly route multimedia business service requests from different multimedia channels in the same queuing machine and transfer them to different seats for processing.

[0052] The technical solutions provided by various embodiments of the present disclosure are described in detail below in conjunction with the accompanying drawings.

[0053] Figure 1 The flowchart of a multimedia unified queuing management method based on a call center system provided by the embodiment of the present disclosure is applicable to a call center system and a call center customer service system. For example, the method can be applied to a queuing device such as a queuing machine. Figure 1 As shown, the multimedia unified queuing management method based on the call center system may include the following steps:

[0054] S101, receiving a multimedia service status sent by an agent.

[0055] The multimedia service status includes service status of at least two multimedia services.

[0056] In the embodiment of the present disclosure, a plurality of customer service seats and queuing machines are usually provided in the customer service system of the call center. Each seat in the customer service system of the call center can report its multimedia service status to the queuing machine. For example, when the seat signs out, the queuing machine can be notified, and the seat status enters the "not logged in" state; when the seat leaves a certain multimedia service, the queuing machine can be notified that the current multimedia service is in an occupied state, and no service request is assigned to the seat, but the status of other multimedia services is still available, which does not affect the service request assignment of other services; when the seat accepts a service request of a certain multimedia service, the queuing machine can be notified, and the queuing machine can determine whether it is in an occupied state according to the set multimedia service upper limit threshold, and update the affected queue; after the seat ends the service request of a certain multimedia service, the queuing machine can be notified, and the queuing machine can determine whether to release the seat's occupied state in the multimedia service according to the service upper limit threshold, and update the affected queue queue; the service status change of each multimedia service of the seat can be reported to the queuing machine through an internal message, and the queuing machine decides whether to update the seat status and the queue queue. It is understandable that when the agent is not logged into the system (ie, the call center customer service system), no status report is required, and the queuing machine considers the corresponding status as "not logged in". In this way, the queuing machine can receive the multimedia service status sent by the agent.

[0057] In a possible implementation, the multimedia service may include a call access service, a video access service, an online service access service, etc. Exemplarily, the multimedia service may include a telephone access service and a multi-channel access service, and the multi-channel service may include, for example, a video access service, an online service access service, or may also include WebCall (Internet phone), email, fax, etc. Accordingly, the agent may report the service status of the aforementioned various multimedia access services, such as a non-logged-in status, an occupied status, and an available status.

[0058] S102, when receiving a multimedia service request from a user, obtaining a service status judgment condition corresponding to each multimedia service.

[0059] In an embodiment of the present disclosure, when a multimedia service request from a user is received, a service status judgment condition corresponding to each multimedia service may be obtained. Exemplarily, the service status judgment condition corresponding to each multimedia service may be pre-set, for example, it may include a service status judgment condition corresponding to a call access service, a service status judgment condition corresponding to a video access service, and a service status judgment condition corresponding to an online service access service. It is understandable that if there are other multimedia service access requirements, corresponding service status judgment conditions may also be set for other multimedia services.

[0060] In a possible implementation, the service status judgment condition corresponding to the call access service may include a call access service available status judgment condition and a call access service occupied status judgment condition. Among them, the call access service available status can be used to indicate that the agent can currently access the call service. As an example, the call access service available status judgment condition may include: for a single agent, there is no call service access, the number of online service accesses is less than a preset threshold, and there is no video service access. The call access service occupied status can be used to indicate that the agent cannot currently access the call service, and the call access service occupied status judgment condition may include: for a single agent, there is at least one of call service access, the number of online service accesses is greater than or equal to the preset threshold, and there is video service access. As a specific example, the preset threshold can be set to 4, 5, 6, etc., and its specific value can be set according to actual needs.

[0061] The service status judgment condition corresponding to the video access service may include a video access service available status judgment condition and a video access service occupied status judgment condition. Among them, the video access service available status can be used to indicate that the agent can currently access the video service, and the video access service available status judgment condition may include: for a single agent, there is no call service access, no video service access, and the number of online service accesses is less than a preset threshold. The video access service occupied status can be used to indicate that the agent cannot currently access the video service, and the video access service occupied status judgment condition may include: for a single agent, the number of online service accesses is greater than or equal to the preset threshold, there is a call service access, and there is at least one of video service access.

[0062] The service status judgment condition corresponding to the online service access service may include an online service access service available status judgment condition and an online service access service occupied status judgment condition. Among them, the online service access service available status judgment condition may be used to indicate that the agent can currently access the online service service, and the online service access service available status judgment condition may include: for a single agent, the number of online service accesses is less than a preset threshold, there is no call service access, and there is no video service access. The online service access service occupied status judgment condition may be used to indicate that the agent cannot currently access the online service. The online service access service occupied status judgment condition may include: for a single agent, the number of online service accesses is greater than or equal to a preset threshold, there is a call service access, and there is at least one of a video service access.

[0063] As an example, considering that the same agent can handle multiple multimedia services, the available status of different multimedia services will affect each other. For example, when the agent is on a call, it cannot process the request of the online customer service. Therefore, according to the mutual influence of the queues (available status and unavailable status) between different multimedia types, the service status judgment conditions corresponding to the call access service, the service status judgment conditions corresponding to the video access service, and the service status judgment conditions corresponding to the online service access service can be set. As a specific example, referring to Table 1, the service status judgment conditions corresponding to the call access service, the service status judgment conditions corresponding to the video access service, and the service status judgment conditions corresponding to the online service access service can be shown in Table 1. For the judgment of the available status of each multimedia service currently provided by the agent, refer to the conditions and thresholds shown in Table 2.

[0064] Table 1

[0065]

[0066] Table 2

[0067]

[0068] S103, determining a target seat according to the multimedia service status sent by the seat and a service status judgment condition corresponding to each multimedia service.

[0069] In an embodiment of the present disclosure, after obtaining the service status judgment condition corresponding to each multimedia service, an agent, i.e., a target agent, can be assigned to the user according to the multimedia service service status sent by the agent and the service status judgment condition corresponding to each multimedia service. Exemplarily, agents that can provide services for the multimedia service request can be screened out according to the multimedia service service status sent by the agent and the service status judgment condition corresponding to each multimedia service, and then one agent is selected from these agents as the target agent. Exemplarily, predetermined rules can be used for agent allocation, such as the principle of rotation allocation, the principle of allocation according to idleness, the principle of allocation to familiar customers, the principle of allocation according to customer service weight, the weighted bipartite graph method, the ACD (Automatic Call Distribution) system allocation principle, etc.

[0070] S104: Transfer the multimedia service request to the target agent.

[0071] In an embodiment of the present disclosure, after a target seat is assigned to a user, the user's multimedia service request can be transferred to the target seat so that a connection can be established between the user and the seat. For example, assuming that the user's multimedia service request is a call access request, a call connection can be established between the user and the target seat; assuming that the user's multimedia service request is a video access request, a video connection can be established between the user and the target seat; assuming that the user's multimedia service request is an online service access request, an online service connection can be established between the user and the target seat.

[0072] In the embodiment of the present disclosure, by receiving the multimedia service status sent by the agent; wherein the multimedia service status includes the service status of at least two multimedia services; upon receiving the multimedia service request from the user, obtaining the service status judgment condition corresponding to each multimedia service; determining the target agent according to the multimedia service status sent by the agent and the service status judgment condition corresponding to each multimedia service; and transferring the multimedia service request to the target agent. In this way, service requests from different media channels can be uniformly queued and routed in the same queuing machine, thereby improving the efficiency of the call center customer service system and reducing labor costs.

[0073] In some possible implementations, when the multimedia service status includes a call access service status, a video access service status, and an online service access service status, determining a target seat according to the multimedia service status sent by the seat and a service status judgment condition corresponding to each multimedia service includes:

[0074] Determine a target multimedia service type to which the multimedia service request belongs;

[0075] Determine the seat status of each seat for the target multimedia service type according to the multimedia service service status sent by each seat and the service status judgment condition corresponding to each multimedia service;

[0076] A target seat is allocated to the user according to the seat status of each seat for the target multimedia service type.

[0077] In an embodiment of the present disclosure, if the multimedia service status includes a call access service status, a video access service status, and an online service access service status, then when determining the target seat based on the multimedia service service status sent by the seat and the service status judgment condition corresponding to each multimedia service, the target multimedia service type to which the multimedia service request belongs can be determined first, such as a call access service, an online service access service, or a video access service. Then, based on the multimedia service service status sent by the seat and the service status judgment condition corresponding to each multimedia service, seats that can provide the target multimedia service type are screened out, and the number may be one, two, or more. Then, one seat is selected from these seats as the target seat, and the target seat is assigned to the user.

[0078] In some possible implementations, the following further includes:

[0079] When the multimedia service status of the seat changes, the multimedia service status is sent to the queuing device so that the queuing device updates the multimedia service status sent by the seat;

[0080] Alternatively, the multimedia service status reported by the agent according to a preset period is received.

[0081] In the embodiments of the present disclosure, the agent can report the multimedia service status when the multimedia service status changes, or can also report the multimedia service status regularly. Exemplarily, for each agent, when the multimedia service status of the agent changes, such as when the service status of the multimedia services such as call access service, video access service, and online service access service changes, the agent can report its own multimedia service status to the queue machine, so that the queue machine receives and updates the multimedia service status sent by the agent, so as to perform subsequent multimedia queue queuing and routing allocation. Alternatively, a periodic reporting method can also be adopted to report the multimedia service status according to a preset period, and the preset period can be, for example, 20 seconds, 25 seconds, etc. As an example, in order to avoid the asynchronous status of a certain multimedia service agent, so that some agents are always in an occupied state and cannot provide normal services, the queue machine can require each multimedia service to report the current online agent queue list once every 20 seconds. The queue machine can reset the corresponding status of the agent that is not in the queue list, and if it was previously in an occupied state, notify other services to resume availability. Alternatively, the system can also adopt a method in which the agent reports the heartbeat individually and regularly, for example, once every 20 seconds. If the corresponding agent instance fails to report the agent heartbeat for 60 consecutive seconds, the queuing machine may reset the service status of the agent to not logged in.

[0082] In a possible implementation, determining the seat status of each seat for a target multimedia service type according to the multimedia service service status sent by each seat and the service status judgment condition corresponding to each multimedia service includes:

[0083] When it is determined that the seat state for the target multimedia service type is available according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is added to the multimedia queue corresponding to the target multimedia service type;

[0084] When it is determined that the seat state of the seat for the target multimedia service type is occupied according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is removed from the multimedia queue corresponding to the target multimedia service type.

[0085] In an embodiment of the present disclosure, a seat whose seat status for a target multimedia service type has been changed to an occupied (unavailable) state may be removed from the corresponding queue. Conversely, a seat whose seat status for a target multimedia service type has been changed from occupied (unavailable) to available state may be added to a multimedia queue corresponding to the target multimedia service type. Exemplarily, if the seat status of a certain seat for the target multimedia service type is determined to be an occupied state based on the multimedia service service status and the service status judgment condition corresponding to each multimedia service, the seat may be removed from the multimedia queue corresponding to the target multimedia service type. Conversely, if the seat status of a certain seat for the target multimedia service type is determined to be an available state based on the multimedia service service status and the service status judgment condition corresponding to each multimedia service, the seat may be added to the multimedia queue corresponding to the target multimedia service type to facilitate subsequent target seat allocation. It is understandable that when allocating seats, the target seat may be determined in the multimedia queue corresponding to the target multimedia service type according to the allocation rule.

[0086] To make the multimedia unified queuing management method based on the call center system provided by the embodiment of the present disclosure clearer, it is described below with reference to the accompanying drawings.

[0087] Multimedia unified queuing means that service requests from different media channels are uniformly routed and distributed in the same queuing machine and transferred to different seats for processing. For example, the three multimedia access services of telephone, online and video can be used for explanation. Figure 2 The schematic diagram of the multimedia unified queuing method shown in the figure, a state machine can be set inside the multimedia seat to record the current available status of the seat for each multimedia request, including: not logged in, available, occupied, Figure 2Only two seats are drawn as examples, and there can be more in practice. Among them, not logged in means: the agent has not logged in to the service capability of the current multimedia type (or is not authorized), and can serve other types of service requests; available means: the service capability of the current multimedia type of the agent is not occupied, and services can be provided; occupied means: the service capability of the current multimedia type is already occupied, and this type of multimedia request cannot be continued to be served. For the judgment of the available status of each multimedia service of the agent, please refer to Table 2. Considering that the same seat can handle multiple multimedia access services, therefore. The available status of different multimedia services will affect each other. The mutual influence of queues (available status and unavailable status) between different multimedia types can be shown in Table 1. For example, when the agent is on a call, it cannot process the request of the online customer service. Therefore, a queuing machine is required for unified judgment and scheduling.

[0088] In implementation, each seat needs to report the availability of its multimedia services to the queuing machine in real time; the queuing machine can update the list of available seats for each type of multimedia service in real time based on the status reports of all logged-in seats; when a multimedia service request arrives, the queuing machine can find an available seat from the queuing list and transfer the service request to the seat. Specifically, taking the three multimedia access services of telephone, online and video as an example, the following contents are included:

[0089] 1. In the queuing machine, you can define a queue for each of the three multimedia access services: telephone, online and video, and maintain them separately.

[0090] 2. Each queue maintains its own seat status independently and reports to the queuing machine when the seat status changes.

[0091] 3. When the queuing machine receives a report of the change of the agent status, it can reset the agent's available status in each queue and update the queue according to the available conditions and concurrency threshold of each queue. When the condition triggers the agent to change to occupied (unavailable) status in a queue, the agent is removed from the corresponding queue. On the contrary, when the condition triggers the agent to change from occupied (unavailable) status to available status in a queue, the agent is added to the queue.

[0092] Among them, the seat status changes are as follows:

[0093] 1. When the agent is not logged into the system, the status will not be reported, and the queue will consider the corresponding status as "not logged in";

[0094] 2. When the agent signs out, the queuing machine needs to be notified and the agent status will be changed to "Not logged in".

[0095] 3. When an agent leaves a multimedia service, the queuing machine needs to be notified. Although the current multimedia service no longer allocates service requests to the agent, other multimedia services are still available and do not affect the allocation of service requests for other services.

[0096] 4. After the agent accepts a service request for a multimedia service, it needs to notify the queuing machine. Based on the service upper limit threshold, the queuing machine determines whether the status is occupied and updates the affected queue list.

[0097] 5. After the agent completes the service request for a multimedia service, it needs to notify the queuing machine. Based on the service upper limit threshold, the queuing machine determines whether to release the occupied state and updates the affected queue list.

[0098] 6. Every change in the agent's status must be reported to the queuing machine through internal messages, and the queuing machine will decide whether to update the agent status and queue list.

[0099] 4. Concurrency control

[0100] Usually, in call services and video services, an agent can only handle one service request at most (i.e. answer one call). Online service agents can handle multiple service requests concurrently, i.e. one-to-many online chats; the maximum concurrent threshold (i.e. preset threshold) of the agent can be set by the online service itself, for example, the maximum concurrent threshold of the agent is 5. When the number of sessions currently served by the agent reaches 5, the agent is in occupied state, and no new service requests will be allocated to all services. If the number of sessions does not reach 5, the queuing machine can continue to allocate new online service requests and other service requests to the agent.

[0101] 5. Agent list synchronization, heartbeat synchronization

[0102] In order to avoid the situation where the status of a multimedia service agent is out of sync, causing some agents to be always occupied and unable to provide normal services, the queuing machine requires each multimedia service to report the list of currently online agents at a fixed time (for example, every 20 seconds). The queuing machine can reset the corresponding status of the agent that is not in the list. If it was not occupied before, it will notify other services to resume availability. The system can also use a method where the agent reports the heartbeat individually at a fixed time, for example, once every 20 seconds. If the corresponding agent instance does not report the agent heartbeat for a certain period of time (for example, 60 seconds), the queuing machine will reset the agent to not logged in.

[0103] As a specific example, see Figure 3The call center system of the embodiment of the present disclosure can support multi-channel multimedia unified access, such as: telephone access (such as external voice calls (mobile phones, landlines), internal voice calls (office extensions), mobile voice calls (APP extensions)), multi-channel access (such as video, social software, WebCall, email, fax (electronic fax), etc.), and realize unified queuing and other functions; multimedia unified access is a new communication access mode that integrates computer technology with traditional communication access technology and multimedia access technology, that is, integrating PSTN (Public Switched Telephone Network) and Internet, and accessing and realizing communication on a unified terminal. Specifically, multimedia unified access is to integrate the voice, fax, and SMS applications of the telephone network with the multimedia communication methods such as WebCall, social software, email, and video of the Internet, so that people can obtain the desired data, images, and sounds through any device and any channel at any time and anywhere, thereby bringing people freedom of choice and efficiency improvement.

[0104] The agent only needs to log in to one client to process requests from all media terminals. After logging in, the agent desktop can see Figure 4 . Unified queuing function bar, see Figure 5 , you can answer, transfer, and dial out through the softphone, and display the number of service requests from social software, WebCall, email, etc. in real time, and the agent can enter the corresponding module to process. Figure 5 ,Softphone bar: After the call is assigned to the agent through the routing queuing strategy, the agent can answer, transfer, dial out, etc. through the softphone. Figure 5 In the diagram, the first icon in area 1 can be used to display the number of telephone queues under the current skill group; the second icon in area 1 can be used to display the number of social software queues, which can be viewed and processed in detail through the online customer service module; the third icon in area 1 can be used to display the number of WebCall queues, which can be viewed and processed in detail through the online customer service module; the icon in the first digital area in area 2 can be used to display the number of mail public pool queues and the number of personal processing, which can be viewed and processed in detail through the mail module; the icon in the second digital area in area 2 can be used to display faxes, that is, non-real-time messages, which can be viewed and processed in detail through the fax module.

[0105] The specific implementation and technical effects of each step of this embodiment are similar to those of the above method embodiments, and will not be repeated here.

[0106] Based on the same inventive concept, the embodiment of the present disclosure also provides a multimedia unified queuing management device based on a call center system. Figure 6 As shown, the multimedia unified queuing management device 600 based on the call center system includes:

[0107] The receiving module 610 is used to receive the multimedia service status sent by the seat; wherein the multimedia service status includes the service status of at least two multimedia services;

[0108] The acquisition module 620 is used to obtain the service status judgment condition corresponding to each multimedia service when receiving the multimedia service request of the user;

[0109] The seat determination module 630 is used to determine the target seat according to the multimedia service status sent by the seat and the service status judgment condition corresponding to each multimedia service;

[0110] The transfer module 640 is used to transfer the multimedia service request to the target seat.

[0111] In a possible implementation manner, the multimedia service includes a call access service, a video access service, and an online service access service.

[0112] In a possible implementation, the service status judgment condition corresponding to the call access service includes a call access service available status judgment condition and a call access service occupied status judgment condition; wherein the call access service available status judgment condition includes: for a single seat, there is no call service access, the number of online service accesses is less than a preset threshold, and there is no video service access; the call access service occupied status judgment condition includes: for a single seat, there is at least one of call service access, the number of online service accesses is greater than or equal to a preset threshold, and there is video service access;

[0113] The service status judgment condition corresponding to the video access service includes a video access service available status judgment condition and a video access service occupied status judgment condition; wherein the video access service available status judgment condition includes: for a single seat, there is no call service access, no video service access, and the number of online service accesses is less than a preset threshold; the video access service occupied status judgment condition includes: for a single seat, the number of online service accesses is greater than or equal to a preset threshold, there is a call service access, and there is at least one of video service access;

[0114] The service status judgment condition corresponding to the online service access service includes an online service access service available status judgment condition and an online service access service occupied status judgment condition, wherein the online service access service available status judgment condition includes: for a single seat, the number of online service accesses is less than a preset threshold, there is no call service access, and there is no video service access; the online service access service occupied status judgment condition includes: for a single seat, the number of online service accesses is greater than or equal to a preset threshold, there is call service access, and there is at least one of video service access.

[0115] In a possible implementation manner, when the multimedia service status includes a call access service status, a video access service status, and an online service access service status, the seat determination module 630 is used to:

[0116] Determining a target multimedia service type to which the multimedia service request belongs;

[0117] Determine the seat status of each seat for the target multimedia service type according to the multimedia service service status sent by each seat and the service status judgment condition corresponding to each multimedia service;

[0118] A target seat is allocated to the user according to the seat status of each seat for the target multimedia service type.

[0119] In a possible implementation, the system further includes a status updating module, which is used to:

[0120] When the multimedia business service state of the seat changes, the multimedia business service state is sent to the queuing device so that the queuing device updates the multimedia business service state sent by the seat;

[0121] Alternatively, the multimedia service status reported by the agent according to a preset period is received.

[0122] In a possible implementation, the seat determination module 630 is further configured to:

[0123] When it is determined that the seat state for the target multimedia service type is available according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is added to the multimedia queue corresponding to the target multimedia service type;

[0124] When it is determined that the seat state of the seat for the target multimedia service type is occupied according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is removed from the multimedia queue corresponding to the target multimedia service type.

[0125] The specific implementation method and technical effect of the device provided in the embodiment of the present disclosure are similar to those of the above-mentioned method embodiment, and will not be repeated here.

[0126] According to an embodiment of the present disclosure, the present disclosure also discloses an electronic device, a computer-readable storage medium, and a computer program product.

[0127] Figure 7 A schematic block diagram of an example electronic device 700 that can be used to implement an embodiment of the present disclosure is shown. The electronic device 700 is intended to represent various forms of digital computers, such as laptop computers, desktop computers, workstations, personal digital assistants, servers, blade servers, mainframe computers, and other suitable computers. The electronic device can also represent various forms of mobile devices, such as personal digital processing, cellular phones, smart phones, wearable devices, and other similar computing devices. The components shown herein, their connections and relationships, and their functions are merely examples and are not intended to limit the implementation of the present disclosure described and / or required herein.

[0128] like Figure 7 As shown, the electronic device 700 includes a computing unit 701, which can perform various appropriate actions and processes according to a computer program stored in a read-only memory (ROM) 702 or a computer program loaded from a storage unit 708 into a random access memory (RAM) 703. In the RAM 703, various programs and data required for the operation of the device 700 can also be stored. The computing unit 701, the ROM 702, and the RAM 703 are connected to each other via a bus 704. An input / output (I / O) interface 705 is also connected to the bus 704.

[0129] Multiple components in the electronic device 700 are connected to the I / O interface 705, including: an input unit 706, such as a keyboard, a mouse, etc.; an output unit 707, such as various types of displays, speakers, etc.; a storage unit 708, such as a disk, an optical disk, etc.; and a communication unit 709, such as a network card, a modem, a wireless communication transceiver, etc. The communication unit 709 allows the electronic device 700 to exchange information / data with other devices through a computer network such as the Internet and / or various telecommunication networks.

[0130] The computing unit 701 may be a variety of general and / or special processing components with processing and computing capabilities. Some examples of the computing unit 701 include, but are not limited to, a central processing unit (CPU), a graphics processing unit (GPU), various dedicated artificial intelligence (AI) computing chips, various computing units running machine learning model algorithms, digital signal processors (DSPs), and any appropriate processors, controllers, microcontrollers, etc. The computing unit 701 performs the various methods and processes described above, such as a multimedia unified queuing management method based on a call center system. For example, in some embodiments, the multimedia unified queuing management method based on a call center system may be implemented as a computer software program, which is tangibly included in a machine-readable medium, such as a storage unit 708. In some embodiments, part or all of the computer program may be loaded and / or installed on the electronic device 700 via the ROM 702 and / or the communication unit 709. When the computer program is loaded into the RAM 703 and executed by the computing unit 701, one or more steps of the multimedia unified queuing management method based on the call center system described above may be executed. Alternatively, in other embodiments, the computing unit 701 may be configured to execute the multimedia unified queuing management method based on the call center system in any other appropriate manner (for example, by means of firmware).

[0131] Various implementations of the systems and techniques described above herein can be implemented in digital electronic circuit systems, integrated circuit systems, field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), load programmable logic devices (CPLDs), computer hardware, firmware, software, and / or combinations thereof. These various implementations can include: being implemented in one or more computer programs that can be executed and / or interpreted on a programmable system including at least one programmable processor, which can be a special purpose or general purpose programmable processor that can receive data and instructions from a storage system, at least one input device, and at least one output device, and transmit data and instructions to the storage system, the at least one input device, and the at least one output device.

[0132] The program code of the computer program product for implementing the method of the present disclosure can be written in any combination of one or more programming languages. These program codes can be provided to a processor or controller of a general-purpose computer, a special-purpose computer, or other programmable data processing device, so that the program code, when executed by the processor or controller, enables the functions / operations specified in the flow chart and / or block diagram to be implemented. The program code can be executed entirely on the machine, partially on the machine, partially on the machine as a stand-alone software package and partially on a remote machine, or entirely on a remote machine or server.

[0133] In the context of the present disclosure, a computer-readable storage medium may be a tangible medium that may contain or store a program for use by or in conjunction with an instruction execution system, device, or equipment. A computer-readable storage medium may be a machine-readable signal medium or a machine-readable storage medium. A computer-readable storage medium may include, but is not limited to, electronic, magnetic, optical, electromagnetic, infrared, or semiconductor systems, devices, or equipment, or any suitable combination of the foregoing. A more specific example of a computer-readable storage medium may include an electrical connection based on one or more lines, a portable computer 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 of the foregoing.

[0134] To provide interaction with a user, the systems and techniques described herein can be implemented on a computer having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to the user; and a keyboard and pointing device (e.g., a mouse or trackball) through which the user can provide input to the computer. Other types of devices can also be used to provide interaction with the user; for example, the feedback provided to the user can be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user can be received in any form (including acoustic input, voice input, or tactile input).

[0135] The systems and techniques described herein can be implemented in a computing system that includes backend components (e.g., as a data server), or a computing system that includes middleware components (e.g., an application server), or a computing system that includes frontend components (e.g., a user computer with a graphical user interface or a web browser through which a user can interact with implementations of the systems and techniques described herein), or a computing system that includes any combination of such backend components, middleware components, or frontend components. The components of the system can be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: a local area network (LAN), a wide area network (WAN), the Internet, and a blockchain network.

[0136] A computer system may include a client and a server. The client and the server are generally remote from each other and usually interact through a communication network. The relationship between the client and the server is generated by computer programs running on the corresponding computers and having a client-server relationship with each other. The server may be a cloud server, also known as a cloud computing server or cloud host, which is a host product in the cloud computing service system to solve the defects of difficult management and weak business scalability in traditional physical hosts and VPS services ("Virtual Private Server", or "VPS" for short). The server may also be a server of a distributed system, or a server combined with a blockchain.

[0137] It should be understood that the various forms of processes shown above can be used to reorder, add or delete steps. For example, the steps recorded in this disclosure can be executed in parallel, sequentially or in different orders, as long as the desired results of the technical solutions disclosed in this disclosure can be achieved, and this document does not limit this.

[0138] The above specific implementations do not constitute a limitation on the protection scope of the present disclosure. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions can be made according to design requirements and other factors. Any modification, equivalent substitution and improvement made within the spirit and principle of the present disclosure shall be included in the protection scope of the present disclosure.

Claims

1. A multimedia unified queuing management method based on a call center system, characterized in that: include: Receive the multimedia service status sent by the seat; wherein the multimedia service status includes the service status of at least two multimedia services; Upon receiving a multimedia service request from a user, obtaining a service status judgment condition corresponding to each multimedia service; Determine the target seat according to the multimedia service status sent by the seat and the service status judgment condition corresponding to each multimedia service; The multimedia service request is transferred to the target agent.

2. The multimedia unified queuing management method based on the call center system according to claim 1 is characterized in that: The multimedia services include call access services, video access services, and online service access services.

3. The multimedia unified queuing management method based on the call center system according to claim 2 is characterized in that: The service status judgment condition corresponding to the call access service includes a call access service available status judgment condition and a call access service occupied status judgment condition; wherein the call access service available status judgment condition includes: for a single seat, there is no call service access, the number of online service accesses is less than a preset threshold, and there is no video service access; the call access service occupied status judgment condition includes: for a single seat, there is at least one of call service access, the number of online service accesses is greater than or equal to a preset threshold, and there is video service access; The service status judgment condition corresponding to the video access service includes a video access service available status judgment condition and a video access service occupied status judgment condition; wherein the video access service available status judgment condition includes: for a single seat, there is no call service access, no video service access, and the number of online service accesses is less than a preset threshold; the video access service occupied status judgment condition includes: for a single seat, the number of online service accesses is greater than or equal to a preset threshold, there is a call service access, and there is at least one of video service access; The service status judgment condition corresponding to the online service access service includes an online service access service available status judgment condition and an online service access service occupied status judgment condition, wherein the online service access service available status judgment condition includes: for a single seat, the number of online service accesses is less than a preset threshold, there is no call service access, and there is no video service access; the online service access service occupied status judgment condition includes: for a single seat, the number of online service accesses is greater than or equal to a preset threshold, there is call service access, and there is at least one of video service access.

4. The multimedia unified queuing management method based on the call center system according to claim 3 is characterized in that: In a case where the multimedia service status includes a call access service status, a video access service status, and an online service access service status, determining a target seat according to the multimedia service status sent by the seat and a service status judgment condition corresponding to each multimedia service, includes: Determining a target multimedia service type to which the multimedia service request belongs; Determine the seat status of each seat for the target multimedia service type according to the multimedia service service status sent by each seat and the service status judgment condition corresponding to each multimedia service; A target seat is allocated to the user according to the seat status of each seat for the target multimedia service type.

5. The multimedia unified queuing management method based on the call center system according to claim 1 is characterized in that: Also includes: When the multimedia service status of the seat changes, the multimedia service status is sent to the queuing device so that the queuing device updates the multimedia service status of the seat; Alternatively, the multimedia service status reported by the agent according to a preset period is received.

6. The multimedia unified queuing management method based on a call center system according to any one of claims 1 to 5, characterized in that: The step of determining the seat status of each seat for the target multimedia service type according to the multimedia service service status sent by each seat and the service status judgment condition corresponding to each multimedia service includes: When it is determined that the seat state for the target multimedia service type is available according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is added to the multimedia queue corresponding to the target multimedia service type; When it is determined that the seat state of the seat for the target multimedia service type is occupied according to the multimedia service service state sent by each seat and the service state judgment condition corresponding to each multimedia service, the seat is removed from the multimedia queue corresponding to the target multimedia service type.

7. A multimedia unified queuing management device based on a call center system, characterized in that: include: A receiving module, used to receive the multimedia service status sent by the seat; wherein the multimedia service status includes the service status of at least two multimedia services; An acquisition module, configured to acquire a service status judgment condition corresponding to each multimedia service upon receiving a multimedia service request from a user; An agent determination module, used to determine a target agent according to the multimedia service status sent by the agent and a service status judgment condition corresponding to each multimedia service; The switching module is used to switch the multimedia service request to the target seat.

8. An electronic device, characterized in that: include: processor; a memory for storing instructions executable by the processor; The processor is configured to execute the instructions to implement the method according to any one of claims 1 to 6.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method according to any one of claims 1 to 6 is implemented.

10. A computer program product comprising a computer program / instructions, characterized in that When the computer program / instructions are executed by a processor, the method according to any one of claims 1 to 6 is implemented.

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