Outbound processing method, device, equipment, computer readable medium and program product

Abstract

The embodiment of the invention discloses an outbound processing method, device and equipment, a computer readable medium and a program product. A specific embodiment of the method comprises the following steps: in response to determining that an outbound call processing stage corresponding to a future time period is not in a cold start stage, generating a predicted outbound call volume and a to-be-processed outbound call volume according to an outbound call index information set corresponding to a current moment; in response to determining that the average idle duration of the seat is greater than the preset average idle duration of the seat, generating outbound adjustment information according to the average idle duration of the seat and the preset average idle duration of the seat; according to the outbound adjustment information, the predicted outbound volume and the to-be-processed outbound volume, generating an actual outbound volume for the future time period; and according to the actual call-out volume, executing call-out processing for the call-out processing stage in a future time period. The implementation mode is related to intelligent customer service, and the outbound call efficiency of the seat can be improved.

Description

Technical Field

[0001] The embodiments disclosed herein relate to the field of intelligent customer service, specifically to outbound call processing methods, apparatus, devices, computer-readable media, and program products. Background Technology

[0002] Currently, call centers play an indispensable role in enterprises as a bridge for communication with customers. The typical approach to handling outbound calls is as follows: First, outbound call volume is determined using predictive algorithms. Then, the exchange dials the customer's number, and successfully connected customers are assigned to appropriate agents for processing.

[0003] However, the inventors discovered that when using the above method for outbound call processing, the following technical problems often arise:

[0004] There are instances where agent waiting times fluctuate significantly, meaning that agent idle time remains unstable, resulting in high call loss and low outbound call efficiency for agents.

[0005] The information disclosed in this background section is only intended to enhance the understanding of the background of the inventive concept, and therefore may contain information that does not constitute prior art known to those skilled in the art. Summary of the Invention

[0006] The summary portion of this disclosure is intended to provide a brief overview of the concepts, which will be described in detail in the detailed description portion. This summary portion is not intended to identify key or essential features of the claimed technical solutions, nor is it intended to limit the scope of the claimed technical solutions.

[0007] Some embodiments of this disclosure provide outbound call processing methods, apparatus, devices, computer-readable media, and program products to address the technical problems mentioned in the background section above.

[0008] In a first aspect, some embodiments of this disclosure provide an outbound call processing method, comprising: in response to determining that the outbound call processing stage corresponding to a future time period is not in a cold start stage, generating a predicted outbound call volume and a pending outbound call volume based on an outbound call indicator information set corresponding to the current time, wherein the outbound call indicator information set includes: average agent idle time; in response to determining that the average agent idle time is greater than a preset average agent idle time, generating outbound call adjustment information based on the average agent idle time and the preset average agent idle time; generating an actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume; and performing outbound call processing for the outbound call processing stage in the future time period based on the actual outbound call volume.

[0009] Optionally, the aforementioned outbound call indicator information set further includes: cumulative outbound call count; and before generating the predicted outbound call volume and the outbound call volume to be processed based on the outbound call indicator information set corresponding to the current time period in response to determining that the outbound call processing stage corresponding to the future time period is not in the cold start stage, the aforementioned method further includes: in response to determining that the aforementioned cumulative outbound call count is greater than or equal to the preset cumulative outbound call count, generating determining information indicating that the aforementioned outbound call processing stage is not in the aforementioned cold start stage.

[0010] Optionally, the aforementioned outbound call indicator information set further includes: outbound call concurrency / number of call seats and number of outbound call seats; and the aforementioned method further includes: in response to determining that the aforementioned cumulative outbound call count is less than the aforementioned preset cumulative outbound call count, generating an actual outbound call volume for a future time period based on the aforementioned outbound call concurrency, the aforementioned number of call seats and the aforementioned number of outbound call seats; and performing outbound call processing for the aforementioned outbound call processing stage in the aforementioned future time period based on the aforementioned actual outbound call volume.

[0011] Optionally, the aforementioned outbound call indicator information set further includes: skill-based call post-processing volume, outbound call processing time, average call post-processing time, and average connection rate; and the generation of predicted outbound call volume and pending outbound call volume based on the outbound call indicator information set corresponding to the current time includes: multiplying the aforementioned skill-based call post-processing volume and the aforementioned outbound call processing time to obtain a multiplication result; dividing the aforementioned multiplication result by the aforementioned average call post-processing time to generate a first division result; adding the aforementioned first division result to the aforementioned number of outbound call seats to generate a sum result; and dividing the aforementioned sum result by the aforementioned average connection rate to generate the aforementioned predicted outbound call volume.

[0012] Optionally, the above-mentioned generation of predicted outbound call volume and pending outbound call volume based on the outbound call indicator information set corresponding to the current time also includes: subtracting the above-mentioned call concurrency from the above-mentioned number of call agents to obtain the above-mentioned pending outbound call volume.

[0013] Optionally, generating outbound call adjustment information based on the average idle time of the agents and the preset average idle time of the agents includes: dividing the average idle time of the agents by the preset average idle time of the agents to obtain a second division result; performing root-finding processing on the second division result to generate a root-finding processing result; and generating the outbound call adjustment information based on the root-finding processing result.

[0014] Optionally, the aforementioned outbound call indicator information set further includes: skill group queuing consumption and queuing consumption per unit time; and the generation of outbound call adjustment information based on the aforementioned average agent idle time and the aforementioned preset average agent idle time includes: obtaining outbound call adjustment purpose information; in response to determining that the aforementioned outbound call adjustment purpose information is to reduce customer call loss, determining whether the aforementioned skill group queuing consumption is greater than the aforementioned queuing consumption per unit time; in response to determining that the aforementioned skill group queuing consumption is greater than the aforementioned queuing consumption per unit time, subtracting the aforementioned queuing consumption per unit time from the aforementioned skill group queuing consumption to generate a first subtraction result; dividing the aforementioned first subtraction result by the aforementioned average connection rate to generate a third division result; dividing the aforementioned third division result by the aforementioned outbound call volume to be processed to generate the aforementioned outbound call adjustment information.

[0015] Optionally, the aforementioned outbound call indicator information set further includes: queue abandonment rate; and the generation of outbound call adjustment information based on the aforementioned average agent idle time and the aforementioned preset average agent idle time includes: in response to determining that the aforementioned outbound call adjustment purpose information is to improve agent efficiency, subtracting the aforementioned queue abandonment rate and the preset queue abandonment rate from the preset value to generate the aforementioned outbound call adjustment information.

[0016] Optionally, generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed includes: subtracting the outbound call volume to be processed from the predicted outbound call volume to generate a second subtraction result; and multiplying the second subtraction result with the outbound call volume to be processed to generate the actual outbound call volume.

[0017] Optionally, generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume includes: in response to determining that the number of callable agents is less than a predetermined value and the number of callable agents is within a first numerical range, determining the number of callable agents as the actual outbound call volume; in response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is within a second numerical range, generating a first adjusted predicted outbound call volume based on a first preset percentage corresponding to the post-processing volume of the skill-based call group and a second preset percentage corresponding to the average connection rate, wherein the value in the second numerical range is greater than the value in the first numerical range; using the first adjusted predicted outbound call volume as the predicted outbound call volume, and generating the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume.

[0018] Optionally, generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed further includes: in response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is within a third numerical range, generating a second adjusted predicted outbound call volume based on a third preset percentage corresponding to the post-processing volume of the skill-based call group, wherein the value in the third numerical range is greater than the value in the second numerical range; using the second adjusted predicted outbound call volume as the predicted outbound call volume, and based on the outbound call adjustment information... The predicted outbound call volume and the pending outbound call volume are used to generate the actual outbound call volume. In response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is in the fourth value range, a third adjusted predicted outbound call volume is generated based on the fourth preset percentage corresponding to the post-processing volume of the skill group call, wherein the value in the fourth value range is greater than the value in the third value range. The third adjusted predicted outbound call volume is used as the predicted outbound call volume, and the actual outbound call volume is generated based on the outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume.

[0019] Secondly, some embodiments of this disclosure provide an outbound call processing apparatus, comprising: a first generation unit configured to, in response to determining that the outbound call processing stage corresponding to a future time period is not in a cold start stage, generate a predicted outbound call volume and a pending outbound call volume based on an outbound call indicator information set corresponding to the current time, wherein the outbound call indicator information set includes: average agent idle time; a second generation unit configured to, in response to determining that the average agent idle time is greater than a preset average agent idle time, generate outbound call adjustment information based on the average agent idle time and the preset average agent idle time; a third generation unit configured to, based on the outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume, generate an actual outbound call volume for the future time period; and a processing unit configured to, based on the actual outbound call volume, perform outbound call processing for the outbound call processing stage during the future time period.

[0020] Optionally, the aforementioned outbound call indicator information set further includes: the cumulative number of outbound calls; and the device further includes: in response to determining that the cumulative number of outbound calls is greater than or equal to a preset cumulative number of outbound calls, generating determination information indicating that the outbound call processing stage is not in the aforementioned cold start stage.

[0021] Optionally, the aforementioned outbound call indicator information set further includes: outbound call concurrency / number of call seats and number of outbound call seats; and the device further includes: in response to determining that the aforementioned cumulative outbound call count is less than the aforementioned preset cumulative outbound call count, generating an actual outbound call volume for a future time period based on the aforementioned outbound call concurrency, the aforementioned number of call seats and the aforementioned number of outbound call seats; and performing outbound call processing for the aforementioned outbound call processing stage in the aforementioned future time period based on the aforementioned actual outbound call volume.

[0022] Optionally, the aforementioned outbound call indicator information set further includes: skill group call post-processing volume, outbound call processing time, average post-processing time, and average connection rate; and the first generation unit can be configured to: multiply the aforementioned skill group call post-processing volume and the aforementioned outbound call processing time to obtain a multiplication result; divide the aforementioned multiplication result by the aforementioned average post-processing time to generate a first division result; add the aforementioned first division result to the aforementioned number of outbound call seats to generate a sum result; and divide the aforementioned sum result by the aforementioned average connection rate to generate the aforementioned predicted outbound call volume.

[0023] Optionally, the first generation unit can be configured to subtract the number of call agents from the above-mentioned concurrent outbound calls to obtain the above-mentioned outbound call volume to be processed.

[0024] Optionally, the second generation unit can be configured to: divide the average idle time of the above-mentioned agents by the preset average idle time of the agents to obtain a second division result; perform root-finding processing on the second division result to generate a root-finding processing result; and generate the above-mentioned outbound call adjustment information based on the root-finding processing result.

[0025] Optionally, the aforementioned outbound call indicator information set further includes: skill group queuing consumption and unit time queuing consumption; and the second generation unit can be configured to: acquire outbound call adjustment purpose information; in response to determining that the aforementioned outbound call adjustment purpose information is customer call loss reduction purpose information, determine whether the aforementioned skill group queuing consumption is greater than the aforementioned unit time queuing consumption; in response to determining that the aforementioned skill group queuing consumption is greater than the aforementioned unit time queuing consumption, subtract the aforementioned unit time queuing consumption from the aforementioned skill group queuing consumption to generate a first subtraction result; divide the aforementioned first subtraction result by the aforementioned average connection rate to generate a third division result; divide the aforementioned third division result by the aforementioned outbound call volume to be processed to generate the aforementioned outbound call adjustment information.

[0026] Optionally, the aforementioned outbound call indicator information set further includes: queue abandonment rate; and the second generation unit can be configured to: in response to determining that the aforementioned outbound call adjustment purpose information is purpose information for improving agent efficiency, subtract the aforementioned queue abandonment rate and the preset queue abandonment rate from the preset value to generate the aforementioned outbound call adjustment information.

[0027] Optionally, the third generation unit can be configured to: subtract the outbound call volume to be processed from the predicted outbound call volume to generate a second subtraction result; and multiply the second subtraction result with the outbound call volume to be processed to generate the actual outbound call volume.

[0028] Optionally, the third generation unit can be configured to: in response to determining that the number of callable agents is less than a predetermined value and the number of callable agents is within a first value range, determine the number of callable agents as the actual outbound call volume; in response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is within a second value range, generate a first adjusted predicted outbound call volume based on a first preset percentage corresponding to the skill group call post-processing volume and a second preset percentage corresponding to the average connection rate, wherein the value in the second value range is greater than the value in the first value range; use the first adjusted predicted outbound call volume as the predicted outbound call volume, and generate the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed.

[0029] Optionally, the third generation unit can be configured to: in response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is within a third numerical range, generate a second adjusted predicted outbound call volume based on a third preset percentage corresponding to the skill-based call post-processing volume, wherein the value in the third numerical range is greater than the value in the second numerical range; use the second adjusted predicted outbound call volume as the predicted outbound call volume, and generate the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed; in response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is within a fourth numerical range, generate a third adjusted predicted outbound call volume based on a fourth preset percentage corresponding to the skill-based call post-processing volume, wherein the value in the fourth numerical range is greater than the value in the third numerical range; use the third adjusted predicted outbound call volume as the predicted outbound call volume, and generate the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed.

[0030] Thirdly, some embodiments of this disclosure provide an electronic device, including: one or more processors; and a storage device having one or more programs stored thereon, such that when the one or more programs are executed by the one or more processors, the one or more processors implement the method as described in any implementation of the first aspect.

[0031] Fourthly, some embodiments of this disclosure provide a computer-readable medium having a computer program stored thereon, wherein the program, when executed by a processor, implements the method as described in any implementation of the first aspect.

[0032] Fifthly, some embodiments of this disclosure provide a computer program product, including a computer program that, when executed by a processor, implements the method described in any of the implementations of the first aspect above.

[0033] The above-described embodiments of this disclosure have the following beneficial effects: the outbound call processing methods of some embodiments of this disclosure can improve the outbound call efficiency of agents. Specifically, the reason for the relatively low outbound call efficiency is that there are large fluctuations in agent waiting time, that is, the agent idle time is still not distributed stably, resulting in high call loss and low outbound call efficiency of agents. Based on this, the outbound call processing methods of some embodiments of this disclosure firstly, in response to determining that the outbound call processing stage corresponding to the future time period is not in the cold start stage, the predicted outbound call volume and the outbound call volume to be processed can be accurately generated according to the outbound call indicator information set corresponding to the current time. Among them, the outbound call indicator information set includes: the average idle time of agents. Here, through the various outbound call indicator information in the outbound call indicator information set, the outbound call situation at the current time can be observed in real time, so that the predicted outbound call volume and the outbound call volume to be processed can be accurately and adaptively generated in the future, so as to facilitate the subsequent generation of the actual outbound call volume. Then, in response to determining that the average idle time of agents is greater than the preset average idle time of agents, outbound call adjustment information is generated according to the average idle time of agents and the preset average idle time of agents. Here, by comparing the average idle time of agents with the preset average idle time, outbound call adjustment information can be generated based on the current agent idle situation to adaptively adjust outbound call processing for future time periods, thus avoiding large fluctuations in agent waiting time. Next, based on the aforementioned outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume, the actual outbound call volume for the aforementioned future time period can be accurately generated. Processing outbound calls based on this generated actual outbound call volume can effectively avoid large fluctuations in agent waiting time and reduce call losses while adhering to the requirement of average agent idle time. Finally, based on the actual outbound call volume, outbound call processing for the aforementioned outbound call processing stage is executed during the aforementioned future time period to improve agent outbound call efficiency. In summary, by adhering to the requirement of average agent idle time and using the outbound call indicator information set, outbound call adjustment information can be accurately generated to adjust outbound call processing for future time periods. By using outbound call adjustment information, accurate actual outbound call volume can be generated for future time periods. This allows for effective control of outbound call processing during future time periods, thereby improving the outbound call efficiency of agents. Attached Figure Description

[0034] The above and other features, advantages, and aspects of the embodiments of this disclosure will become more apparent from the accompanying drawings and the following detailed description. Throughout the drawings, the same or similar reference numerals denote the same or similar elements. It should be understood that the drawings are schematic, and elements are not necessarily drawn to scale.

[0035] Figure 1 This is a schematic diagram of an application scenario of an outbound call processing method according to some embodiments of the present disclosure;

[0036] Figure 2 This is a flowchart of some embodiments of the outbound call processing method according to the present disclosure;

[0037] Figure 3 This is a flowchart of some other embodiments of the outbound call processing method according to the present disclosure;

[0038] Figure 4 These are schematic diagrams illustrating the structure of some embodiments of the outbound call processing apparatus according to this disclosure;

[0039] Figure 5 This is a schematic diagram of the structure of an electronic device suitable for implementing some embodiments of the present disclosure. Detailed Implementation

[0040] Embodiments of this disclosure will now be described in more detail with reference to the accompanying drawings. While some embodiments of this disclosure are shown in the drawings, it should be understood that this disclosure can be implemented in various forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided to provide a more thorough and complete understanding of this disclosure. It should be understood that the accompanying drawings and embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of protection of this disclosure.

[0041] It should also be noted that, for ease of description, only the parts relevant to the invention are shown in the accompanying drawings. Unless otherwise specified, the embodiments and features described in this disclosure can be combined with each other.

[0042] It should be noted that the concepts of "first" and "second" mentioned in this disclosure are used only to distinguish different devices, modules or units, and are not used to limit the order of functions performed by these devices, modules or units or their interdependencies.

[0043] It should be noted that the terms "a" and "a plurality of" used in this disclosure are illustrative rather than restrictive, and those skilled in the art should understand that, unless otherwise expressly indicated in the context, they should be understood as "one or more".

[0044] The names of messages or information exchanged between multiple devices in the embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of such messages or information.

[0045] Before performing any of the operations involving the collection, storage, and use of user personal information (such as outbound call indicator information) disclosed in this disclosure, the relevant organizations or individuals shall fulfill their obligations, including conducting personal information security impact assessments, informing personal information subjects, and obtaining prior authorization and consent from personal information subjects.

[0046] This disclosure will now be described in detail with reference to the accompanying drawings and embodiments.

[0047] Figure 1 This is a schematic diagram of an application scenario of an outbound call processing method according to some embodiments of the present disclosure.

[0048] exist Figure 1 In this application scenario, firstly, the electronic device 101, in response to determining that the outbound call processing stage corresponding to the future time period 103 is not in the cold start stage, generates a predicted outbound call volume 105 and a pending outbound call volume 106 based on the outbound call indicator information set 104 corresponding to the current time 102. The aforementioned outbound call indicator information set 104 includes: average agent idle time. In this application scenario, the future time period 103 can be "4:10 AM - 4:15 PM". The current time 102 can be "4:10 AM". The outbound call indicator information set 104 can include: outbound call indicator information 1041, outbound call indicator information 1042, and outbound call indicator information 1043. Outbound call indicator information 1041 can be "cumulative outbound call duration: 30 minutes". Outbound call indicator information 1042 can be "cumulative number of outbound calls answered: 4000". Outbound call indicator information 1043 can be "average agent idle time: 3.5 seconds". The predicted outbound call volume 105 can be "1000". The pending outbound call volume 106 can be "38". Then, in response to determining that the average agent idle time is greater than the preset average agent idle time, the electronic device 101 generates outbound call adjustment information 107 based on the average agent idle time and the preset average agent idle time. In this application scenario, the outbound call adjustment information 107 can be "1.3". Next, the electronic device 101 generates the actual outbound call volume 108 for the future time period 103 based on the outbound call adjustment information 107, the predicted outbound call volume 105, and the pending outbound call volume 106. In this application scenario, the actual outbound call volume 108 can be "2311". Finally, the electronic device 101 performs outbound call processing for the outbound call processing stage in the future time period 103 based on the actual outbound call volume 108.

[0049] It should be noted that the aforementioned electronic device 101 can be either hardware or software. When the electronic device is hardware, it can be implemented as a distributed cluster consisting of multiple servers or terminal devices, or as a single server or a single terminal device. When the electronic device is software, it can be installed in the hardware devices listed above. It can be implemented as, for example, multiple software programs or software modules used to provide distributed services, or as a single software program or software module. No specific limitations are made here.

[0050] It should be understood that Figure 1 The number of electronic devices shown is merely illustrative. Any number of electronic devices can be used depending on the implementation requirements.

[0051] Continue to refer to Figure 2 The flowchart 200 illustrates some embodiments of an outbound call processing method according to the present disclosure. The outbound call processing method includes the following steps:

[0052] Step 201: In response to determining that the outbound call processing stage corresponding to the future time period is not in the cold start stage, generate the predicted outbound call volume and the outbound call volume to be processed based on the outbound call indicator information set corresponding to the current time.

[0053] In some embodiments, in response to determining that the outbound call processing stage corresponding to a future time period is not in the cold start stage, the execution entity of the above-mentioned outbound call processing method (e.g., Figure 1 The electronic device 101 shown can generate predicted outbound call volume and pending outbound call volume based on the outbound call indicator information set corresponding to the current moment. The future time period can be a time period within a predetermined duration after the current moment. In practice, the predetermined duration can be pre-set. For example, the predetermined duration can be 3 seconds. The processing duration corresponding to the outbound call processing stage is the same as the predetermined duration. The outbound call processing stage can be the operation stage that performs outbound call processing operations within the future time period. The cold start stage can be the processing stage that represents the initial execution of outbound call processing. In practice, the outbound call processing operation can be the operation of making a call to a customer. The outbound call indicator information set can be the outbound call indicator content set corresponding to the outbound call indicator set generated before the current moment. In practice, the outbound call indicator set can include, but is not limited to, at least one of the following: cumulative outbound call duration, cumulative outbound call answering count. The predicted outbound call volume can be the theoretical number of calls to be made within the future time period. That is, the predicted outbound call volume can be the theoretical number of calls to be made within the future time period. The pending outbound call volume can be the number of outbound calls that have been dialed and are waiting to be connected at the current moment. The aforementioned outbound call indicator information set includes: average agent idle time. Average agent idle time can be the average amount of time an agent is idle during an outbound call process. That is, average agent idle time can be the duration during which an agent is not making a call and is in an idle state during an outbound call process.

[0054] As an example, firstly, the aforementioned execution entity can obtain historical outbound call volume sequences from the outbound call indicator information. Then, using a regression model, it generates predicted outbound call volume based on these historical outbound call volume sequences. Next, the execution entity can identify currently making outbound calls that have not yet been connected from the outbound call indicator information, which will be considered as outbound calls to be processed.

[0055] In some optional implementations of certain embodiments, the aforementioned outbound call indicator information set further includes: skill group post-call processing volume, outbound call processing duration, average post-call processing duration, and average connection rate. The skill group post-call processing volume can be the processing volume of events handled by the skill group after a call. In practice, the events handled by the skill group can be events involving the skill group filling out forms (or boxes). The outbound call processing duration can be the duration of outbound call processing operations corresponding to a future time period. The average post-call processing duration can be the average post-call duration for a task. Specifically, the average post-call duration for a task can be the average duration consumed in processing events during an outbound call task. In practice, an outbound call task can be a task established by a skill group for outbound call processing, or a user outbound call processing task established by an individual agent. For example, an outbound call task can be a task for skill group A to pre-book 300 outbound calls, or a task for agent A to pre-book 20 outbound calls. The average connection rate can be the average connection rate during the outbound call process. Specifically, the average connection rate can be the average connection rate per skill group or the average connection rate per individual.

[0056] Optionally, generating the predicted outbound call volume and the outbound call volume to be processed based on the outbound call indicator information set corresponding to the current time may include the following steps:

[0057] The first step is for the aforementioned executing entity to multiply the post-call processing volume of the aforementioned skill group by the aforementioned outbound call processing time to obtain the multiplication result.

[0058] The second step is for the aforementioned executing entity to divide the multiplication result by the average post-processing time to generate the first division result.

[0059] Third, the aforementioned executing entity can add the first division result to the number of outbound call seats to generate a summed result.

[0060] Fourth, the aforementioned executing entity can divide the summed result by the average connection rate to generate the predicted outbound call volume.

[0061] In some optional implementations of certain embodiments, the executing entity may subtract the number of call agents from the number of concurrent outbound calls to obtain the number of outbound calls to be processed.

[0062] Step 202: In response to determining that the average idle time of the above-mentioned agents is greater than the preset average idle time of agents, outbound call adjustment information is generated based on the average idle time of the above-mentioned agents and the preset average idle time of agents.

[0063] In some embodiments, in response to determining that the average idle time of the agents is greater than a preset average idle time, the executing entity can generate outbound call adjustment information based on the average idle time and the preset average idle time. The preset average idle time may be a pre-set threshold value. The average idle time threshold may be a boundary value corresponding to the idle time of agents during the outbound call process. The outbound call adjustment information may be information for adjusting outbound call processing operations during the outbound call processing phase. Specifically, the outbound call adjustment information may be information for adjusting the outbound call volume.

[0064] As an example, the aforementioned executing entity can divide the average idle time of agents by the aforementioned preset average idle time of agents to obtain outbound call adjustment information.

[0065] In some optional implementations of certain embodiments, generating outbound call adjustment information based on the average agent idle time and the preset average agent idle time may include the following steps:

[0066] The first step is for the aforementioned executing entity to divide the average idle time of the aforementioned seats by the aforementioned preset average idle time of the aforementioned seats to obtain the second division result.

[0067] The second step is for the aforementioned executing entity to perform root-finding processing on the second division result to generate a root-finding result.

[0068] Third, the aforementioned executing entity can generate the aforementioned outbound call adjustment information based on the results of the root-finding process.

[0069] As an example, the aforementioned executing entity can determine the root-finding result as outbound call adjustment information.

[0070] Optionally, the aforementioned executing entity may generate the aforementioned outbound call adjustment information based on the results of the root-finding process, which may include the following steps:

[0071] The first step is to determine that the root-finding result falls within the target range, and then define the root-finding result as the outbound call adjustment information. The target range can be a pre-set range. For example, the range could be "[0.5, 2.5]".

[0072] The second step is to determine that the root-finding result is not within the target range, and then set the preset value to the aforementioned outbound call adjustment information. For example, the preset value could be the value "1".

[0073] In some optional implementations of certain embodiments, the aforementioned outbound call indicator information set further includes: skill group queuing consumption and queuing consumption per unit time. Skill group queuing consumption can characterize the reduction in call volume when customers are connected, divided by the number of calls waiting for an agent to answer (waiting queue status). Queueing consumption per unit time can be the reduction in call volume when customers are connected, divided by the number of calls waiting for an agent to answer (waiting queue status) within a unit of time. The unit of time can be a preset time. For example, the unit of time can be 1 minute.

[0074] Optionally, generating outbound call adjustment information based on the average agent idle time and the preset average agent idle time may include the following steps:

[0075] The first step is to obtain outbound call adjustment purpose information. This information specifies the adjustment purpose for which outbound call processing is being standardized.

[0076] The second step, in response to determining that the aforementioned outbound call adjustment objective information is aimed at reducing customer call loss, is to determine whether the aforementioned skill group queuing consumption is greater than the aforementioned queuing consumption per unit time. Here, the objective information for reducing customer call loss can be objective information representing a reduction in the corresponding call loss rate for the customer.

[0077] The third step is to subtract the queue consumption per unit time from the queue consumption of the skill group in response to the determination that the queue consumption of the skill group is greater than the queue consumption per unit time, so as to generate the first subtraction result.

[0078] The fourth step is to divide the first subtraction result by the average connection rate to generate the third subtraction result.

[0079] The fifth step is to divide the result of the third phase division by the outbound call volume to be processed to generate the outbound call adjustment information.

[0080] In some optional implementations of certain embodiments, the aforementioned outbound call indicator information set further includes: queue abandonment rate. The queue abandonment rate can be the proportion of customers who choose to abandon the queue while in a call queue.

[0081] Optionally, in response to determining that the aforementioned outbound call adjustment purpose information is purpose information for improving agent efficiency, the executing entity can subtract the aforementioned queue abandonment rate and preset queue abandonment rate from a preset value to generate the aforementioned outbound call adjustment information. Here, the purpose information for improving agent efficiency can be purpose information characterizing the improvement of agent efficiency.

[0082] Step 203: Based on the above outbound call adjustment information, the above predicted outbound call volume, and the above outbound call volume to be processed, generate the actual outbound call volume for the above future time period.

[0083] In some embodiments, the executing entity can generate the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed. The actual outbound call volume can be the actual number of phone calls to be made during the future time period.

[0084] As an example, firstly, the executing entity can multiply the predicted outbound call volume by the predicted outbound call volume to obtain the multiplied outbound call volume. Then, the multiplied outbound call volume is rounded down to generate the rounded outbound call volume. Finally, the rounded outbound call volume is subtracted from the outbound call volume to generate the actual outbound call volume.

[0085] In some optional implementations of certain embodiments, generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed may include the following steps:

[0086] The first step is for the executing entity to subtract the number of outbound calls to be processed from the predicted outbound call volume to generate a second subtraction result.

[0087] The second step is for the executing entity to multiply the result of the second subtraction with the outbound call volume to be processed to generate the actual outbound call volume.

[0088] In some optional implementations of certain embodiments, generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed may include the following steps:

[0089] The first step, in response to determining that the number of available outbound call seats is less than a predetermined value and falls within a first numerical range, is to define the number of available outbound call seats as the actual outbound call volume. In practice, the predetermined value can be a pre-set value. For example, the predetermined value could be 12. The first numerical range could be "[1,3]". When the number of available outbound call seats is less than the predetermined value, it can be characterized as a low-seat outbound call scenario.

[0090] The second step involves generating a first adjusted predicted outbound call volume based on the determination that the number of available outbound call seats is less than the predetermined value and falls within a second numerical range. This is done according to a first preset percentage corresponding to the post-processing volume of the skill-based call group and a second preset percentage corresponding to the average connection rate. The values ​​in the second numerical range are greater than the values ​​in the first numerical range. In practice, the second numerical range can be "[4,6]". The first and second preset percentages can be percentages set for when the number of available outbound call seats falls within the second numerical range. In practice, the second preset percentage can be 1.5.

[0091] The first preset percentage can be 0.3.

[0092] As an example, based on the first preset percentage corresponding to the post-processing volume of the above-mentioned skill-based group calls and the second preset percentage corresponding to the above-mentioned average connection rate, the first adjusted predicted outbound call volume is generated, including the following steps:

[0093] Sub-step 1: Multiply the above-mentioned skill group post-processing amount by the above-mentioned first preset percentage to obtain the first multiplied processing amount.

[0094] Sub-step 2 involves multiplying the first multiplication processing amount by the outbound call processing duration to obtain the second multiplication processing amount.

[0095] Sub-step 3: Divide the above second multiplication processing amount by the above average post-processing time to generate the first division processing amount.

[0096] Sub-step 4: Add the above first phase division processing quantity to the above number of outbound call seats to generate the first summation result.

[0097] Sub-step 5: Multiply the average connection rate by the aforementioned second preset percentage to obtain the multiplied connection rate.

[0098] Sub-step 6: Divide the above first summation result by the above multiplication connection rate to generate the above first adjusted predicted outbound call volume.

[0099] As another example, the aforementioned execution entity can perform a weighted summation of the aforementioned skill-based call post-processing volume and the average connection rate based on the first preset percentage corresponding to the aforementioned skill-based call post-processing volume and the second preset percentage corresponding to the aforementioned average connection rate, in order to generate the first adjusted predicted outbound call volume.

[0100] The third step involves using the first adjusted predicted outbound call volume as the predicted outbound call volume, and generating the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed. The specific implementation details are omitted here.

[0101] Optionally, the above-mentioned generation of the actual outbound call volume for the future time period based on the above-mentioned outbound call adjustment information, the above-mentioned predicted outbound call volume, and the above-mentioned outbound call volume to be processed further includes:

[0102] The first step involves determining that the number of callable agents is less than the predetermined value and falls within a third numerical range. Based on a third preset percentage corresponding to the post-processing volume of the skill-based call grouping, a second adjusted predicted outbound call volume is generated. The values ​​in the third numerical range are greater than those in the second numerical range. In practice, the third numerical range can be "[7,9]". The third preset percentage corresponding to the post-processing volume of the skill-based call grouping can be the same as or different from the second preset percentage corresponding to the post-processing volume of the skill-based call grouping.

[0103] The second step is to use the above-mentioned second adjusted predicted outbound call volume as the predicted outbound call volume, and generate the above-mentioned actual outbound call volume based on the above-mentioned outbound call adjustment information, the above-mentioned predicted outbound call volume, and the above-mentioned outbound call volume to be processed.

[0104] As an example, based on the third preset percentage corresponding to the post-processing volume of the above-mentioned skill group calls, the second adjusted predicted outbound call volume is generated, including the following steps:

[0105] Sub-step 1: Multiply the above-mentioned skill group post-processing amount by the above-mentioned third preset percentage to obtain the third multiplied processing amount.

[0106] Sub-step 2 involves multiplying the third multiplication processing amount and the outbound call processing duration mentioned above to obtain the fourth multiplication processing amount.

[0107] Sub-step 3: Divide the above second multiplication processing amount by the above average post-processing time to generate the second multiplication processing amount.

[0108] Sub-step 4: Add the above second phase division processing amount to the above number of outbound call seats to generate the second summation result.

[0109] Sub-step 5: Divide the above second summation result by the above multiplication connection rate to generate the above second adjusted predicted outbound call volume.

[0110] As another example, the aforementioned executing entity can use a preset outbound call volume generation formula to take the second adjusted predicted outbound call volume as the predicted outbound call volume, and generate the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed.

[0111] The third step involves generating a third adjusted predicted outbound call volume based on a fourth preset percentage corresponding to the post-processing volume of the skill-based call grouping. The values ​​in the fourth numerical range are greater than those in the third numerical range. In practice, the fourth numerical range can be "[10,12]". The fourth preset percentage corresponding to the post-processing volume of the skill-based call grouping can be greater than the third preset percentage. For example, the fourth preset percentage can be 0.5. For details on the implementation of the third adjusted predicted outbound call volume, please refer to the details on the implementation of the second adjusted predicted outbound call volume.

[0112] The fourth step involves using the adjusted predicted outbound call volume from the third step as the predicted outbound call volume. Based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed, the actual outbound call volume is generated. The specific implementation method will not be elaborated further.

[0113] Step 204: Based on the actual outbound call volume, perform outbound call processing for the aforementioned outbound call processing phase within the aforementioned future time period.

[0114] In some embodiments, the executing entity may perform outbound processing for the outbound processing phase in the future time period based on the actual outbound call volume.

[0115] As an example, firstly, the aforementioned executing entity can determine the telephone list corresponding to the actual outbound call volume. Then, through a switchboard, it dials each telephone number in the telephone list to execute outbound call processing for the aforementioned outbound call processing phase during the aforementioned future time period.

[0116] The above-described embodiments of this disclosure have the following beneficial effects: the outbound call processing methods of some embodiments of this disclosure can improve the outbound call efficiency of agents. Specifically, the reason for the relatively low outbound call efficiency is that there are large fluctuations in agent waiting time, that is, the agent idle time is still not distributed stably, resulting in high call loss and low outbound call efficiency of agents. Based on this, the outbound call processing methods of some embodiments of this disclosure firstly, in response to determining that the outbound call processing stage corresponding to the future time period is not in the cold start stage, the predicted outbound call volume and the outbound call volume to be processed can be accurately generated according to the outbound call indicator information set corresponding to the current time. Among them, the outbound call indicator information set includes: the average idle time of agents. Here, through the various outbound call indicator information in the outbound call indicator information set, the outbound call situation at the current time can be observed in real time, so that the predicted outbound call volume and the outbound call volume to be processed can be accurately and adaptively generated in the future, so as to facilitate the subsequent generation of the actual outbound call volume. Then, in response to determining that the average idle time of agents is greater than the preset average idle time of agents, outbound call adjustment information is generated according to the average idle time of agents and the preset average idle time of agents. Here, by comparing the average idle time of agents with the preset average idle time, outbound call adjustment information can be generated based on the current agent idle situation to adaptively adjust outbound call processing for future time periods, thus avoiding large fluctuations in agent waiting time. Next, based on the aforementioned outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume, the actual outbound call volume for the aforementioned future time period can be accurately generated. Processing outbound calls based on this generated actual outbound call volume can effectively avoid large fluctuations in agent waiting time and reduce call losses while adhering to the requirement of average agent idle time. Finally, based on the actual outbound call volume, outbound call processing for the aforementioned outbound call processing stage is executed during the aforementioned future time period to improve agent outbound call efficiency. In summary, by adhering to the requirement of average agent idle time and using the outbound call indicator information set, outbound call adjustment information can be accurately generated to adjust outbound call processing for future time periods. By using outbound call adjustment information, accurate actual outbound call volume can be generated for future time periods. This allows for effective control of outbound call processing during future time periods, thereby improving the outbound call efficiency of agents.

[0117] Further reference Figure 3 The diagram illustrates a flow 300 of another embodiment of the outbound call processing method according to the present disclosure. This outbound call processing method includes the following steps:

[0118] Step 301: In response to determining that the outbound call processing stage corresponding to the future time period is not in the cold start stage, generate the predicted outbound call volume and the outbound call volume to be processed based on the outbound call indicator information set corresponding to the current time.

[0119] Step 302: In response to determining that the average idle time of the above-mentioned agents is greater than the preset average idle time of agents, outbound call adjustment information is generated based on the average idle time of the above-mentioned agents and the preset average idle time of agents.

[0120] Step 303: Based on the above outbound call adjustment information, the above predicted outbound call volume, and the above outbound call volume to be processed, generate the actual outbound call volume for the above future time period.

[0121] Step 304: Based on the actual outbound call volume, perform outbound call processing for the aforementioned outbound call processing phase within the aforementioned future time period.

[0122] In some embodiments, the specific implementation of steps 301-304 and the resulting technical effects can be found in [reference needed]. Figure 2 Steps 201-204 in the corresponding embodiments will not be repeated here.

[0123] Step 305: In response to determining that the cumulative number of outbound calls is greater than or equal to the preset cumulative number of outbound calls, generating determination information indicating that the outbound call processing stage is not in the cold start stage.

[0124] In some embodiments, in response to determining that the cumulative number of outbound calls is greater than or equal to a preset cumulative number of outbound calls, the executing entity (e.g. Figure 1 The electronic device 101 shown can generate determining information indicating that the outbound call processing stage is not in the cold start stage. The outbound call indicator information set further includes: the cumulative number of outbound calls. The cumulative number of outbound calls can be the total number of outbound call operations performed cumulatively.

[0125] Step 306: In response to determining that the cumulative number of outbound calls is less than the preset cumulative number of outbound calls, the actual number of outbound calls for a future time period is generated based on the outbound call concurrency, the number of call seats, and the number of callable seats.

[0126] In some embodiments, in response to determining that the cumulative number of outbound calls is less than the preset cumulative number of outbound calls, the executing entity can generate the actual outbound call volume for a future time period based on the outbound call concurrency, the number of call seats, and the number of callable seats. The outbound call indicator information set further includes: outbound call concurrency, the number of call seats, and the number of callable seats. Outbound call concurrency can be the number of calls currently being made and waiting for customers to answer. The number of call seats can be the number of seats currently in a call. The number of callable seats can be the number of seats that support outbound call operations within a future time period.

[0127] As an example, firstly, the aforementioned executing entity can subtract the number of call seats from the number of concurrent outbound calls to obtain the subtraction amount. Then, the subtraction amount is subtracted from the number of available outbound call seats to generate the actual outbound call volume.

[0128] As another example, firstly, the aforementioned executing entity can add the number of concurrent outbound calls to the number of call seats to obtain the sum, and then subtract the sum from the number of available outbound seats to generate the actual outbound call volume.

[0129] Step 307: Based on the actual outbound call volume, perform outbound call processing for the aforementioned outbound call processing phase within the aforementioned future time period.

[0130] In some embodiments, the executing entity may perform outbound processing for the outbound processing phase in the future time period based on the actual outbound call volume.

[0131] from Figure 3 It can be seen from this that, with Figure 2 Compared to the description of some corresponding embodiments, Figure 3 The outbound call processing method flow 300 in some corresponding embodiments can realize effective outbound call operation in the cold start phase, greatly improving the outbound call efficiency of agents.

[0132] Further reference Figure 4 As an implementation of the methods shown in the above figures, this disclosure provides some embodiments of an outbound call processing device, which are similar to... Figure 2 Corresponding to the method embodiments shown, this outbound call processing device can be specifically applied to various electronic devices.

[0133] like Figure 4 As shown, an outbound call processing device 400 includes: a first generation unit 401, a second generation unit 402, a third generation unit 403, and a processing unit 404. The first generation unit 401 is configured to, in response to determining that the outbound call processing stage corresponding to a future time period is not in the cold start stage, generate a predicted outbound call volume and a pending outbound call volume based on an outbound call indicator information set corresponding to the current time, wherein the outbound call indicator information set includes: average agent idle time. The second generation unit 402 is configured to, in response to determining that the average agent idle time is greater than a preset average agent idle time, generate outbound call adjustment information based on the average agent idle time and the preset average agent idle time. The third generation unit 403 is configured to, based on the outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume, generate an actual outbound call volume for the future time period. The processing unit 404 is configured to, based on the actual outbound call volume, perform outbound call processing for the outbound call processing stage during the future time period.

[0134] In some optional implementations of certain embodiments, the aforementioned outbound call indicator information set further includes: cumulative outbound call count; and the aforementioned device 400 further includes: a fourth generation unit (not shown in the figure). The fourth generation unit can be configured to: in response to determining that the cumulative outbound call count is greater than or equal to a preset cumulative outbound call count, generate determination information indicating that the outbound call processing stage is not in the aforementioned cold start stage.

[0135] In some optional implementations of certain embodiments, the aforementioned outbound call indicator information set further includes: outbound call concurrency, number of call seats, and number of available outbound call seats; and the aforementioned device 400 further includes: a fifth generation unit and an outbound call processing unit (not shown in the figure). The fifth generation unit can be configured to: in response to determining that the cumulative number of outbound calls is less than the preset cumulative number of outbound calls, generate an actual outbound call volume for a future time period based on the outbound call concurrency, the number of call seats, and the number of available outbound call seats. The outbound call processing unit can be configured to: perform outbound call processing for the outbound call processing stage during the future time period based on the actual outbound call volume.

[0136] In some optional implementations of certain embodiments, the aforementioned outbound call indicator information set further includes: skill group call post-processing volume, outbound call processing time, average post-processing time, and average connection rate; and the first generation unit 401 may be further configured to: multiply the aforementioned skill group call post-processing volume and the aforementioned outbound call processing time to obtain a multiplication result; divide the aforementioned multiplication result by the aforementioned average post-processing time to generate a first division result; add the aforementioned first division result to the aforementioned number of outbound call seats to generate a sum result; and divide the aforementioned sum result by the aforementioned average connection rate to generate the aforementioned predicted outbound call volume.

[0137] In some optional implementations of some embodiments, the first generation unit 401 may be further configured to: subtract the number of call agents from the above-mentioned outbound call concurrency to obtain the above-mentioned outbound call volume to be processed.

[0138] In some optional implementations of some embodiments, the second generation unit 402 may be further configured to: divide the above-mentioned average idle time of agents by the above-mentioned preset average idle time of agents to obtain a second division result; perform root-finding processing on the above-mentioned second division result to generate a root-finding processing result; and generate the above-mentioned outbound call adjustment information based on the above-mentioned root-finding processing result.

[0139] In some optional implementations of certain embodiments, the aforementioned outbound call indicator information set further includes: skill group queuing consumption and unit time queuing consumption; and the second generation unit 402 may be further configured to: acquire outbound call adjustment purpose information; in response to determining that the outbound call adjustment purpose information is customer call loss reduction purpose information, determine whether the skill group queuing consumption is greater than the unit time queuing consumption; in response to determining that the skill group queuing consumption is greater than the unit time queuing consumption, subtract the unit time queuing consumption from the skill group queuing consumption to generate a first subtraction result; divide the first subtraction result by the average connection rate to generate a third division result; divide the third division result by the number of outbound calls to be processed to generate the outbound call adjustment information.

[0140] In some optional implementations of some embodiments, the above-mentioned outbound call indicator information set further includes: queue abandonment rate; and the second generation unit 402 may be further configured to: in response to determining that the above-mentioned outbound call adjustment purpose information is purpose information for improving agent efficiency, subtract the above-mentioned queue abandonment rate and the preset queue abandonment rate from the preset value to generate the above-mentioned outbound call adjustment information.

[0141] In some optional implementations of some embodiments, the third generation unit 403 may be further configured to: subtract the outbound call volume to be processed from the predicted outbound call volume to generate a second subtraction result; and multiply the second subtraction result with the outbound call volume to be processed to generate the actual outbound call volume.

[0142] In some optional implementations of certain embodiments, the third generation unit 403 may be further configured to: in response to determining that the number of callable agents is less than a predetermined value and that the number of callable agents is within a first numerical range, determine the number of callable agents as the actual outbound call volume; in response to determining that the number of callable agents is less than the predetermined value and that the number of callable agents is within a second numerical range, generate a first adjusted predicted outbound call volume based on a first preset percentage corresponding to the skill group call post-processing volume and a second preset percentage corresponding to the average connection rate, wherein the value in the second numerical range is greater than the value in the first numerical range; use the first adjusted predicted outbound call volume as the predicted outbound call volume, and generate the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed.

[0143] In some optional implementations of certain embodiments, the third generation unit 403 may be further configured to: in response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is within a third numerical range, generate a second adjusted predicted outbound call volume based on a third preset percentage corresponding to the skill-based call post-processing volume, wherein the value in the third numerical range is greater than the value in the second numerical range; use the second adjusted predicted outbound call volume as the predicted outbound call volume, and generate the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed; in response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is within a fourth numerical range, generate a third adjusted predicted outbound call volume based on a fourth preset percentage corresponding to the skill-based call post-processing volume, wherein the value in the fourth numerical range is greater than the value in the third numerical range; use the third adjusted predicted outbound call volume as the predicted outbound call volume, and generate the actual outbound call volume based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed.

[0144] It is understandable that the units described in the outbound call processing device 400 are related to the reference. Figure 2 The steps in the described method correspond to each other. Therefore, the operations, features, and beneficial effects described above for the method also apply to the outbound call processing device 400 and the units contained therein, and will not be repeated here.

[0145] The following is for reference. Figure 5 It illustrates electronic devices suitable for implementing some embodiments of this disclosure (e.g., Figure 1 A schematic diagram of the structure of electronic device 101)500. Figure 5 The electronic device shown is merely an example and should not be construed as limiting the functionality and scope of the embodiments of this disclosure.

[0146] like Figure 5 As shown, the electronic device 500 may include a processing unit (e.g., a central processing unit, a graphics processing unit, etc.) 501, which can perform various appropriate actions and processes according to a program stored in a read-only memory 502 or a program loaded from a storage device 508 into a random access memory 503. The random access memory 503 also stores various programs and data required for the operation of the electronic device 500. The processing unit 501, the read-only memory 502, and the random access memory 503 are interconnected via a bus 504. An input / output interface 505 is also connected to the bus 504.

[0147] Typically, the following devices can be connected to the input / output interface 505: input devices 506 including, for example, a touchscreen, touchpad, keyboard, mouse, camera, microphone, accelerometer, gyroscope, etc.; output devices 507 including, for example, a liquid crystal display (LCD), speaker, vibrator, etc.; storage devices 508 including, for example, magnetic tape, hard disk, etc.; and communication devices 509. Communication device 509 allows electronic device 500 to communicate wirelessly or wiredly with other devices to exchange data. Although Figure 5 An electronic device 500 with various devices is shown; however, it should be understood that it is not required to implement or possess all of the devices shown. More or fewer devices may be implemented or possessed alternatively. Figure 5 Each box shown can represent a device or multiple devices as needed.

[0148] In particular, according to some embodiments of this disclosure, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, some embodiments of this disclosure include a computer program product comprising a computer program carried on a computer-readable medium, the computer program containing program code for performing the methods shown in the flowcharts. In such embodiments, the computer program can be downloaded and installed from a network via a communication device 509, or installed from a storage device 508, or installed from a read-only memory 502. When the computer program is executed by the processing device 501, it performs the functions defined above in the methods of some embodiments of this disclosure.

[0149] It should be noted that, in some embodiments of this disclosure, the computer-readable medium described above may be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. A computer-readable storage medium may be, for example,—but not limited to—an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of a computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination thereof. In some embodiments of this disclosure, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in conjunction with an instruction execution system, apparatus, or device. In some embodiments of this disclosure, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code. Such propagated data signals may take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A computer-readable signal medium can be any computer-readable medium other than a computer-readable storage medium, which can send, propagate, or transmit a program for use by or in connection with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium can be transmitted using any suitable medium, including but not limited to: wires, optical fibers, RF (radio frequency), etc., or any suitable combination thereof.

[0150] In some implementations, clients and servers can communicate using any currently known or future-developed network protocol such as HTTP (Hypertext Transfer Protocol) and can interconnect with digital data communication (e.g., communication networks) of any form or medium. Examples of communication networks include local area networks (“LANs”), wide area networks (“WANs”), the Internet (e.g., the Internet of Things), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future-developed networks.

[0151] The aforementioned computer-readable medium may be included in the aforementioned electronic device; or it may exist independently and not assembled into the electronic device. The aforementioned computer-readable medium carries one or more programs that, when executed by the electronic device, cause the electronic device to: in response to determining that the outbound call processing stage corresponding to a future time period is not in the cold start stage, generate a predicted outbound call volume and a pending outbound call volume based on the outbound call indicator information set corresponding to the current time, wherein the outbound call indicator information set includes: average agent idle time; in response to determining that the average agent idle time is greater than a preset average agent idle time, generate outbound call adjustment information based on the average agent idle time and the preset average agent idle time; generate an actual outbound call volume for the aforementioned future time period based on the outbound call adjustment information, the predicted outbound call volume, and the pending outbound call volume; and perform outbound call processing for the aforementioned outbound call processing stage during the aforementioned future time period based on the actual outbound call volume.

[0152] Computer program code for performing operations of some embodiments of this disclosure can be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, and C++, and conventional procedural programming languages ​​such as the "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, as a standalone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving remote computers, the remote computer can be connected to the user's computer via any type of network—including a local area network (LAN) or a wide area network (WAN)—or can be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0153] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of this disclosure. In this regard, each block in a flowchart or block diagram may represent a module, segment, or portion of code containing one or more executable instructions for implementing a specified logical function. It should also be noted that in some alternative implementations, the functions indicated in the blocks may occur in a different order than those indicated in the drawings. For example, two consecutively indicated blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in the block diagrams and / or flowcharts, and combinations of blocks in the block diagrams and / or flowcharts, can be implemented using a dedicated hardware-based system that performs the specified function or operation, or using a combination of dedicated hardware and computer instructions.

[0154] The units described in some embodiments of this disclosure can be implemented in software or hardware. The described units can also be housed in a processor; for example, a processor may be described as including a first generation unit, a second generation unit, a third generation unit, and a processing unit. The names of these units do not necessarily limit the unit itself; for example, a processing unit may be described as "a unit that performs outbound call processing for the outbound call processing phase in the future time period based on the actual outbound call volume described above."

[0155] The functions described above in this document can be performed, at least in part, by one or more hardware logic components. For example, exemplary types of hardware logic components that can be used, without limitation, include: Field Programmable Gate Arrays (FPGAs), Application-Specific Integrated Circuits (ASICs), Application Standard Products (ASSPs), System-on-Chip (SoCs), Complex Programmable Logic Devices (CPLDs), and so on.

[0156] Some embodiments of this disclosure also provide a computer program product, including a computer program that, when executed by a processor, implements any of the outbound call processing methods described above.

[0157] The above description is merely a selection of preferred embodiments of this disclosure and an explanation of the technical principles employed. Those skilled in the art should understand that the scope of the invention involved in the embodiments of this disclosure is not limited to technical solutions formed by specific combinations of the above-described technical features, but should also cover other technical solutions formed by arbitrary combinations of the above-described technical features or their equivalents without departing from the above-described inventive concept. For example, technical solutions formed by substituting the above-described features with (but not limited to) technical features with similar functions disclosed in the embodiments of this disclosure.

Claims

1. An outbound call processing method, comprising: In response to the determination that the outbound call processing stage corresponding to a future time period is not in the cold start stage, a predicted outbound call volume and a pending outbound call volume are generated based on the outbound call indicator information set corresponding to the current time. The outbound call indicator information set includes: average idle time of agents. In response to determining that the average idle time of the agents is greater than the preset average idle time of the agents, outbound call adjustment information is generated based on the average idle time of the agents and the preset average idle time of the agents; Based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed, the actual outbound call volume for the future time period is generated. Based on the actual outbound call volume, outbound call processing for the outbound call processing phase will be performed in the future time period.

2. The method according to claim 1, wherein, The outbound call indicator information set also includes: cumulative outbound call count; and Before generating the predicted outbound call volume and the outbound call volume to be processed based on the outbound call indicator information set corresponding to the current time period, in response to the determination that the outbound call processing stage corresponding to the future time period is not in the cold start stage, the method further includes: In response to determining that the cumulative number of outbound calls is greater than or equal to a preset cumulative number of outbound calls, determination information is generated indicating that the outbound call processing stage is not in the cold start stage.

3. The method according to claim 2, wherein, The outbound call indicator information set also includes: outbound call concurrency, number of call seats, and number of available outbound call seats; and The method further includes: In response to determining that the cumulative number of outbound calls is less than the preset cumulative number of outbound calls, the actual number of outbound calls for a future time period is generated based on the outbound call concurrency, the number of call seats, and the number of available outbound seats. Based on the actual outbound call volume, outbound call processing for the outbound call processing phase will be performed in the future time period.

4. The method according to claim 3, wherein, The outbound call indicator information set also includes: skill-based call post-processing volume, outbound call processing time, average call post-processing time, and average connection rate; and The step of generating predicted outbound call volume and outbound call volume based on the outbound call indicator information set corresponding to the current time includes: Multiply the post-processing volume of the skill group call by the outbound call processing time to obtain the multiplication result; Divide the multiplication result by the average post-processing time to generate a first division result; Add the first division result to the number of callable agents to generate a sum result; The summation result is divided by the average connection rate to generate the predicted outbound call volume.

5. The method according to claim 4, wherein, The step of generating the predicted outbound call volume and the outbound call volume to be processed based on the outbound call indicator information set corresponding to the current time also includes: The number of outbound calls to be processed is obtained by subtracting the number of agent calls from the number of concurrent outbound calls.

6. The method according to claim 1, wherein, The step of generating outbound call adjustment information based on the average agent idle time and the preset average agent idle time includes: Divide the average idle time of the seats by the preset average idle time of the seats to obtain the second division result; Perform root-finding processing on the second division result to generate a root-finding result; Based on the root-finding process results, the outbound call adjustment information is generated.

7. The method according to claim 4, wherein, The outbound call indicator information set also includes: skill group queuing consumption and queuing consumption per unit time; and The step of generating outbound call adjustment information based on the average agent idle time and the preset average agent idle time includes: Obtain information on the purpose of outbound call adjustment; In response to determining that the outbound call adjustment purpose information is to reduce customer call loss, determine whether the skill group queuing consumption is greater than the queuing consumption per unit time. In response to determining that the queue consumption of the skill group is greater than the queue consumption per unit time, the queue consumption of the skill group is subtracted from the queue consumption per unit time to generate a first subtraction result; Divide the first subtraction result by the average turn-on rate to generate the third division result; The result of the third phase division is divided by the outbound call volume to be processed to generate the outbound call adjustment information.

8. The method according to claim 7, wherein, The outbound call indicator information set also includes: queue abandonment rate; and The step of generating outbound call adjustment information based on the average agent idle time and the preset average agent idle time includes: In response to determining that the outbound call adjustment purpose information is to improve agent efficiency, the preset value is subtracted from the queue abandonment rate and the preset queue abandonment rate to generate the outbound call adjustment information.

9. The method according to claim 1, wherein, The step of generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed includes: Subtract the number of outbound calls to be processed from the predicted outbound call volume to generate a second subtraction result; The second subtraction result is multiplied by the outbound call volume to be processed to generate the actual outbound call volume.

10. The method according to claim 4, wherein, The step of generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed includes: In response to determining that the number of callable agents is less than a predetermined value and the number of callable agents is within a first value range, the number of callable agents is determined as the actual outbound call volume; In response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is in a second value range, a first adjusted predicted outbound call volume is generated based on a first preset percentage corresponding to the post-processing volume of the skill group call and a second preset percentage corresponding to the average connection rate, wherein the value in the second value range is greater than the value in the first value range. The first adjusted predicted outbound call volume is used as the predicted outbound call volume. Based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed, the actual outbound call volume is generated.

11. The method according to claim 10, wherein, The step of generating the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed further includes: In response to determining that the number of outbound call seats is less than the predetermined value and the number of outbound call seats is in a third value range, a second adjusted predicted outbound call volume is generated based on a third preset percentage corresponding to the post-processing volume of the skill group call, wherein the value in the third value range is greater than the value in the second value range. The second adjusted predicted outbound call volume is used as the predicted outbound call volume, and the actual outbound call volume is generated based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed. In response to determining that the number of callable agents is less than the predetermined value and the number of callable agents is in the fourth numerical range, a third adjusted predicted outbound call volume is generated based on the fourth preset percentage corresponding to the post-processing volume of the skill group call, wherein the value in the fourth numerical range is greater than the value in the third numerical range. The third adjusted predicted outbound call volume is used as the predicted outbound call volume. Based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed, the actual outbound call volume is generated.

12. An outbound call processing device, comprising: The first generation unit is configured to generate a predicted outbound call volume and a pending outbound call volume in response to the determination that the outbound call processing stage corresponding to a future time period is not in the cold start stage, based on the outbound call indicator information set corresponding to the current time. The outbound call indicator information set includes: average idle time of agents. The second generation unit is configured to generate outbound call adjustment information based on the average agent idle time and the preset average agent idle time in response to determining that the average agent idle time is greater than the preset average agent idle time. The third generation unit is configured to generate the actual outbound call volume for the future time period based on the outbound call adjustment information, the predicted outbound call volume, and the outbound call volume to be processed. The processing unit is configured to perform outbound processing for the outbound processing phase in the future time period based on the actual outbound call volume.

13. An electronic device, comprising: One or more processors; Storage device, on which one or more programs are stored, When the one or more programs are executed by the one or more processors, the one or more processors implement the method as described in any one of claims 1-11.

14. A computer-readable medium having a computer program stored thereon, wherein, When the computer program is executed by a processor, it implements the method as described in any one of claims 1-11.

15. A computer program product comprising a computer program that, when executed by a processor, implements the method according to any one of claims 1-11.

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