CN112188016B - Automatic outbound task adjusting method based on seat state - Google Patents
Automatic outbound task adjusting method based on seat state Download PDFInfo
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- CN112188016B CN112188016B CN202011124535.1A CN202011124535A CN112188016B CN 112188016 B CN112188016 B CN 112188016B CN 202011124535 A CN202011124535 A CN 202011124535A CN 112188016 B CN112188016 B CN 112188016B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5234—Uniform load distribution
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Abstract
The invention relates to the field of intelligent interaction, in particular to an automatic outbound task adjusting method based on an agent state, which comprises the following steps: dynamically configuring the maximum load of each server; collecting the load of each server in real time in the running process; acquiring the calling task with the longest queue from each server task queue, and reading whether the artificial seat corresponding to the calling task is on line or not; if the manual agents are off-line, the call task is put to the end of the queue and is not executed any more; if the manual seat is on line, comparing the load of the current server with the maximum load, and automatically adjusting the call task according to the comparison result. The invention has the following beneficial effects: the scheduling process is optimized, the uniform distribution of the call tasks is realized, the use safety of the server is improved, and the user experience is improved.
Description
Technical Field
The invention relates to the field of intelligent interaction, in particular to an automatic outbound task adjusting method based on an agent state.
Background
A large amount of task scheduling system software exists in the current market, but due to the uniqueness of manual outbound task services, in the task scheduling process, manual agents can continuously go online and offline, tasks can also determine whether to continue to be executed according to whether the agents are online, and common task scheduling systems cannot effectively and accurately execute the tasks according to the state of the agents.
A single-machine scheduling system cannot support massive task scheduling, and a plurality of machines have the phenomenon of uneven distribution under the condition of a distributed system.
Disclosure of Invention
In order to solve the problems, the invention provides an automatic outbound task adjusting method based on an agent state.
An automatic outbound task adjusting method based on an agent state comprises the following steps:
dynamically configuring the maximum load of each server;
collecting the load of each server in real time in the running process;
acquiring the calling task with the longest queue from each server task queue, and reading whether the artificial seat corresponding to the calling task is on line or not;
if all the manual agents are off-line, the call task is put to the end of the queue and is not executed;
if the manual seat is on line, comparing the load of the current server with the maximum load, and automatically adjusting the call task according to the comparison result.
Preferably, the comparing the load of the current server with the maximum load and automatically adjusting the call task according to the comparison result includes:
and when the load of the server is less than or equal to the maximum load, calculating the average load of each server, if the load of the server is greater than the average load, putting the call task to the tail of the task queue for no longer executing, and distributing the call task to the server with the minimum load.
Preferably, the comparing the load of the current server with the maximum load and automatically adjusting the call task according to the comparison result includes:
and if the load of the server is less than or equal to the average load, changing the ip field of the call task into the ip of the server, and executing according to the task queue.
The invention has the following beneficial effects: dynamically configuring the maximum load of each server; acquiring the load of each server in real time in the operation process, and distributing a calling task to the server with the minimum load according to the load condition; when the load of the server exceeds the maximum load, the call task of the server is automatically transferred to other servers so that the load of each server tends to be consistent, the scheduling flow is optimized, the call task is uniformly distributed, the use safety of the server is improved, and the user experience is improved.
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The present invention will be described in further detail with reference to the accompanying drawings and specific embodiments.
Fig. 1 is a flowchart illustrating an automatic outbound task adjustment method based on an agent status according to an embodiment of the present invention.
Detailed Description
The technical solutions of the present invention will be further described below with reference to the accompanying drawings, but the present invention is not limited to these embodiments.
The basic idea of the embodiment of the invention is to dynamically configure the maximum load of each server; acquiring the load of each server in real time in the operation process, and distributing a calling task to the server with the minimum load according to the load condition; when the load of the server exceeds the maximum load, the call task of the server is automatically transferred to other servers so that the load of each server tends to be consistent, the scheduling process is optimized, and the efficiency of executing the call task is improved.
Based on the above basic concept, as shown in fig. 1, an embodiment of the present invention provides an automatic outbound task adjustment method based on an agent status, including the following steps:
s1: and dynamically configuring the maximum load of each server.
Load is a measure of the current server CPU workload and is defined as the average number of threads in the run queue over a particular time interval. Too high a load may result in the server being unable to process other requests and operations, or even causing a crash.
When the server runs more other programs, the maximum load on processing the call task is reduced. In the embodiment, the maximum load of each server is dynamically configured to realize the full utilization of server resources and ensure the safety of server operation.
S2: and acquiring the load of each server in real time in the running process.
In this embodiment, the load of the current server is calculated by monitoring the thread number of each server, but in this embodiment, the load of the server may be calculated by other methods.
S3: and acquiring the calling task with the longest queue from each server task queue, and reading whether the artificial seat corresponding to the calling task is on line or not.
In order to reduce the waiting time of the user, the call tasks in the task queue are processed according to the principle of 'first-come and last-come'.
S4: and if the manual agents are offline, the call task is put to the end of the queue and is not executed any more.
S5: if the manual seat is on line, comparing the load of the current server with the maximum load, and automatically adjusting the call task according to the comparison result.
And judging whether the artificial seat corresponding to the calling task queued for the longest time in the task queue is on line, if the artificial seat is on line, switching the conversation, and if the artificial seat is not on line, switching the conversation even if the scheduling of the calling task is finished, so that the scheduling of the calling task is not executed when the artificial seat is not on line.
And when the load of the server is less than or equal to the maximum load, calculating the average load of each server, if the load of the server is greater than the average load, putting the call task to the tail of the task queue for no longer executing, and distributing the call task to the server with the minimum load.
And if the load of the server is less than or equal to the average load, changing the ip field of the call task into the ip of the server, and executing according to the task queue.
It is understood that, although the server can operate normally when the load of the server is less than or equal to the maximum load, the load of the server is compared with the average load of the servers in the present embodiment, considering that there may be more other servers in a more idle state.
If the load of the server is larger than the average load, the server is in a busy state compared with other servers, so that the call task is put to the end of the task queue and is not executed any more, and the call task is distributed to the server with the minimum load.
If the load of the server is less than or equal to the average load, the server is in a more idle state compared with other servers. And changing the ip field of the call task to be the ip of the server through an optimistic lock, wherein the call task is occupied by the server, and other servers cannot schedule the call task. Eventually the call task is successfully occupied by the server and the call task is performed.
The processing of the calling task queued for the longest time is completed through the steps S1-S5, then the steps S1-S5 are repeated to complete the processing of the calling task queued for the second longest time, and the steps S1-S5 are repeated until the loads of all the servers tend to be consistent, so that the uniform distribution of the calling tasks is realized, the use safety of the servers is improved, and the user experience is improved.
Various modifications or additions may be made to the described embodiments or alternatives may be employed by those skilled in the art without departing from the spirit or ambit of the invention as defined in the appended claims.
Claims (2)
1. An automatic outbound task adjusting method based on an agent state is characterized by comprising the following steps:
dynamically configuring the maximum load of each server;
collecting the load of each server in real time in the running process;
acquiring the calling task with the longest queue from each server task queue, and reading whether the artificial seat corresponding to the calling task is on line or not;
if the manual agents are off-line, the call task is put to the end of the queue and is not executed any more;
if the manual seat is on line, comparing the load of the current server with the maximum load, and automatically adjusting the call task according to the comparison result;
the comparing the load of the current server with the maximum load and automatically adjusting the call task according to the comparison result comprises the following steps:
and when the load of the server is less than or equal to the maximum load, calculating the average load of each server, if the load of the server is greater than the average load, putting the call task to the tail of the task queue for no longer executing, and distributing the call task to the server with the minimum load.
2. The method according to claim 1, wherein the comparing the load of the current server with the maximum load and automatically adjusting the call task according to the comparison result comprises:
and if the load of the server is less than or equal to the average load, changing the ip field of the call task into the ip of the server, and executing according to the task queue.
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