CN113905136A

CN113905136A - Agent allocation method, electronic equipment and storage medium

Info

Publication number: CN113905136A
Application number: CN202010572061.0A
Authority: CN
Inventors: 夏福森; 罗展松; 蒋宁
Original assignee: Mashang Consumer Finance Co Ltd
Current assignee: Mashang Consumer Finance Co Ltd
Priority date: 2020-06-22
Filing date: 2020-06-22
Publication date: 2022-01-07

Abstract

The invention discloses an agent allocation method, electronic equipment and a storage medium, and relates to the technical field of information processing to improve the utilization rate of agents. The method comprises the following steps: receiving an agent request of a user; acquiring a skill attribute and a position attribute of a seat to be allocated; and responding to the seat request, and distributing seats for the users according to the skill attributes and the job site attributes.

Description

Agent allocation method, electronic equipment and storage medium

Technical Field

The present invention relates to the field of information processing technologies, and in particular, to a seat allocation method, an electronic device, and a storage medium.

Background

Financial institutions can adopt the mode of the internet to widely popularize financial products, and individual clients can apply for the requirements of the financial products on line through hotline telephones or by using intelligent terminal equipment. In this process, the agent service is an important way for a call center system of a financial institution or the like to provide services to customers.

However, in the existing seat service process, the utilization rate of the seat is low.

Disclosure of Invention

The embodiment of the invention provides an agent allocation method, electronic equipment and a storage medium, which are used for improving the utilization rate of an agent.

In a first aspect, an embodiment of the present invention provides an agent allocation method, including:

receiving an agent request of a user;

acquiring a skill attribute and a position attribute of a seat to be allocated;

and responding to the seat request, and distributing seats for the users according to the skill attributes and the job site attributes.

In a second aspect, an embodiment of the present invention further provides an electronic device, including: a transceiver, a memory, a processor and a program stored on the memory and executable on the processor, the processor implementing the steps in the method of the first aspect as described above when executing the program.

In a third aspect, the embodiment of the present invention further provides a readable storage medium, on which a program is stored, where the program, when executed by a processor, implements the steps in the method of the first aspect as described above.

In the embodiment of the invention, after the seat request is received, the seat is allocated to the user according to the skill attribute and the position attribute of the seat to be allocated. Because the information such as skill attributes, job site attributes and the like is considered when the seat is allocated, the scheme of the embodiment of the invention more comprehensively considers the information of the seat to be allocated when the seat is allocated, thereby improving the utilization rate of the seat.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the description of the embodiments of the present invention will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art that other drawings can be obtained according to these drawings without inventive exercise.

Fig. 1 is a flowchart of an agent allocation method according to an embodiment of the present invention;

FIG. 2 is a schematic diagram of an agent distribution system provided by an embodiment of the present invention;

fig. 3 is a schematic functional division diagram of an agent allocation system according to an embodiment of the present invention;

fig. 4 is a second flowchart of an agent allocation method according to an embodiment of the present invention;

fig. 5 is a flowchart of internal forwarding in the agent allocation method according to the embodiment of the present invention;

fig. 6 is a flowchart of a three-party call in the agent allocation method according to the embodiment of the present invention;

FIG. 7 is a schematic diagram of an agent distribution device provided by an embodiment of the present invention;

fig. 8 is a schematic diagram of an electronic device provided in an embodiment of the present invention.

Detailed Description

The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.

Referring to fig. 1, fig. 1 is a flowchart of an agent allocation method provided in an embodiment of the present invention, which may be applied to a call center, as shown in fig. 1, including the following steps:

step 101, receiving an agent request of a user.

In actual practice, when a customer dials, for example, a service hotline and requests manual service, etc., an agent request may be considered to have been sent. Accordingly, the call center receives an agent request from the user.

And 102, acquiring the skill attribute and the position attribute of the seat to be allocated.

In the embodiment of the invention, each seat to be allocated is provided with a skill attribute and a position attribute. The skill attributes at least comprise the service processing category of the seat and the service processing capacity of the seat; the job attributes include: the geographical location area of the agent. The service processing category may be, for example, service consultation, service handling, complaint handling, and the like. The service processing capability of the agent can be embodied by information such as the working age and performance assessment of the agent. If the working year limit is long, the service processing capability of the seat is considered to be strong; or the service assessment is better, the service processing capability of the seat can be considered to be strong. The geographical location area of the agent may be, for example, a place of work of the agent, a place of hometown of the agent, a place of dialect held by the agent, and so on. If the geographic position area of the agent is the home location of the agent or the place where the dialect mastered by the agent belongs, different agents can perform service processing by using different dialects, so that the user experience is improved.

Therefore, after receiving the seat request of the user, the skill attribute and the position attribute of the seat to be allocated can be obtained according to the preset information of the seat. The seats to be allocated may refer to all the seats or may refer to part of the seats.

And 103, responding to the seat request, and distributing seats for the users according to the skill attributes and the workplace attributes.

In this step, first, at least one candidate agent group is determined from the agents to be allocated according to the agent requests and the skill attributes, wherein each candidate agent group comprises at least one agent.

In the embodiment of the present invention, the agent request includes information of a target service, and the skill attribute of the candidate agent group corresponds to the information of the target service. The information of the target service may be understood as information of a service that the user desires to process, such as service consultation, password modification, and the like. The determined candidate agent group is an agent group capable of processing the agent request, or the skill attribute of the agent in the candidate agent group indicates that the agent is capable of processing the agent request. For example, the information of the target service in the agent request indicates that service consultation is needed, and the determined candidate agent group is an agent group capable of processing the service consultation request.

And then, determining a target candidate seat group from the candidate seat group according to the position attributes of the seats in the candidate seat group. In determining the target candidate agent group, the geographic location area to which the agents included in the job site attributes belong may be considered. Specifically, a target candidate agent group is determined from the candidate agent groups according to the geographical location area to which the agent belongs. In this way, the agent request can be allocated to the group which can be allocated to the agent for providing service for the agent most quickly for queuing, thereby realizing the maximum utilization of the agent. For example, the agents of the candidate agent group are distributed in two places a and B, and the processing ratio between the two places is 4: 6. then the target candidate agent group may be selected taking into account A, B the processing power of the agents in both locations and the current state when selecting the target candidate agent group. For example, if a can handle more agent requests, then the candidate agent group at position a may be selected as the target candidate agent group.

And then allocating the seats for the users from the target candidate seat group.

In practical applications, the status of the agent may be ready, low-end, on-call, on-hold, on-state, off-line, logged in, etc. Wherein the ready state indicates that the agent can process the agent request. In the process of allocating agents, agents are first allocated from agents in a "ready" state.

In this step, for a first agent in the target candidate agent group, if the state of the first agent is that an agent request can be processed, adding the first agent to an agent queue of the target candidate agent group; the first seat corresponds to at least two seat groups. Then, allocating an agent for the user from an agent queue of the target candidate agent group. Wherein the first agent is any agent in a target candidate agent group.

Since the agent belongs to more than two agent groups, if the state of the first agent is that the agent request can be processed, the first agent is also added into the queues of other groups. Then the first agent may be a candidate allocation object when processing agent requests of other groups. For more than two groups to which a first agent belongs, under the condition that the first agent is in an agent queue of other agent groups except the target candidate agent group, if the first agent is allocated to process agent requests of the other agent groups, deleting the first agent from the agent queue of the target candidate agent group. Similarly, if the first agent is assigned to process the agent request of the target candidate agent group, the first agent may also be deleted from the agent queues of other agent groups. In this way, the first agent can be prevented from being simultaneously allocated to process more than two agent requests, and therefore timeliness and success of agent processing are guaranteed.

Because different agents have different skills, in practical applications, a certain agent may belong to more than two agent groups. Meanwhile, each agent group can have different priorities. When two different seat groups to which the seat belongs have seat requests, the seat requests of the seat groups with high priority are preferentially distributed to the seat.

Specifically, the agent group priority information corresponding to the first agent is obtained. And if the state of only the first seat in the target candidate seat group is that the seat request can be processed, and the seat group priority information indicates that the priority of the target candidate seat group is the highest in the seat group corresponding to the first seat, allocating the first seat to the user.

In order to ensure the success of the agent request processing, in the embodiment of the present invention, on the basis of the above embodiment, a three-way call between an agent allocated to the user, a second agent, and the user may also be established. Wherein the second agent is preferably an agent selected for an agent allocated by the user, or may also be a reallocated agent. In this process, the agent assigned to the user, the second agent, and the user are all engaged in a call. Or, the agent request may be forwarded to the second agent from an agent allocated to the user, and a call between the second agent and the user is established. Or, in the process of forwarding the agent request from the agent allocated to the user to the second agent, if the forwarding fails, reestablishing the call between the agent allocated to the user and the user. Wherein the forwarding failure may include a second agent no answer or the like. Or, in the process of forwarding the agent request from the agent allocated to the user to the second agent, processing according to the request of the second agent. Wherein the processing based on the request of the second agent may include redistributing agents, establishing a three-way call, forwarding satisfaction survey, forwarding incoming (incoming) IVR (Interactive Voice Response), and the like.

After the step 101, the method may further include:

and determining attribute information of the seat request, and then distributing a third seat for the user according to the attribute information. Wherein the attribute information includes at least one of: the agent request is a repeated incoming call, the user is an important client, and the agent request is a harassing incoming call.

Specifically, in this step, the identity information of the user is obtained according to the seat request, and then a preset customer relationship management system is queried according to the identity information to obtain the customer identifier of the user. And finally, determining the attribute information of the seat request according to the client identification. The identity information may be, for example, an identity card number of the user, and the client identifier may indicate, for example, whether the incoming call of the user is a repeated incoming call within a set time range, whether the user is an important client, whether the incoming call is a harassing call, and the like.

For example, if a determination is made to repeat an incoming call, an agent request may be assigned to an agent that has served the user. If the user initiating the agent request is determined to be an important customer, the agent request may be assigned to an agent group that is specifically responsible for the important customer. And if the agent request is determined to be a harassing call, the agent request can be distributed to an agent group which is responsible for processing the harassing call. By the mode, the customer can be accurately put into the manual seat.

Referring to fig. 2, fig. 2 is a schematic diagram of an agent distribution system according to an embodiment of the present invention. In the system shown in fig. 2, it comprises: PSTN (Public Switched Telephone Network) 201, PSTN gateway 202, Call Center (Call Center)203, and the like. Wherein the call center may communicate with a plurality of agents 204. In addition, the system can also comprise mobile terminals, fixed telephones and other communication devices.

Fig. 3 is a schematic diagram of functional division of the agent allocation system according to the embodiment of the present invention. In fig. 3, an access layer, a network layer, a core layer, and a data layer are included. The access layer can comprise devices such as a mobile phone, a fixed telephone and the like; the network layer comprises a PSTN gateway, a PSTN and the like; the core layer is mainly a call center; the data layers may include MySQL and Redis.

In conjunction with fig. 2 and 3, the agent in the embodiment of the present invention assigns jobs attached to the call center. Under the support of storage services such as MySQL, Redis and the like, the call center also provides functions such as configuration management, statistical forms, three-way call, internal switching and the like, and provides scientific automatic telephone traffic distribution for a client to initiate switching of an artificial seat through an inbound IVR incoming call. The MySQL is used for storing configuration data; the system comprises skill group data and seat data. Redis is used to store thermal data, including agent real-time status data.

With reference to fig. 2 and 3, the client makes a service call to initiate an action application such as handling and consultation through a mobile phone, a landline phone, and other communication devices. The specific process can comprise the following steps:

the client initiates a call through a mobile phone, a fixed telephone and other communication equipment, and the call request reaches the PSTN gateway through the PSTN network. The call request then arrives at the call center. The call center provides IVR services to the customer. When the business can not be transacted through the inbound IVR, the client initiates a manual agent transfer request. At this time, the call center performs automatic traffic distribution for the manual seat request. The assigned agent and the client talk to provide relevant business handling or problem solving for the agent.

If the current seat can not be handled or questions can be answered, the current seat can be transferred to other seats to provide services for customers, and the process belongs to secondary seat allocation initiated by the current seat. If the transacted business needs to be completed cooperatively by a third party, the current seat can initiate a three-party call, a new seat is introduced to collaboratively transact for the client, and the process also belongs to secondary seat allocation initiated by the current seat. And completing business handling or problem consultation, hanging up a client, and completing service.

A detailed description of the call center is provided below.

The functions of the call center in the embodiment of the invention comprise: configuration management, inbound IVR, internal transfer, three-party call, statistical report and automatic telephone traffic distribution. Wherein the content of the first and second substances,

(1) the configuration management comprises role management, skill set management and agent account management. The role management is to set different roles for the agent account according to the difference of the services and the management requirements, such as: administrator, group leader, staff, etc. The administrator has the highest authority of checking, deleting and editing the group leader and the staff information in the jurisdiction; the group leader has the authority to view, delete and edit the information of the staff in the jurisdiction. The skill group and the agent account management provides new creation, editing and deletion functions for the skill group according to the division of services, such as: skilseta: responsible for business consultation, skilsetb: responsible for business handling, skilsetc: is responsible for handling complaint recommendations. A skill set may also be referred to as a skill group, which may include one or more agents. Meanwhile, in the embodiment of the present invention, new creation, editing, and deletion functions are also provided for the agent account, such as: a skilstat _ Agent1, a skilstat _ Agent2, and a skilstat _ Agent 3.

In the embodiment of the invention, the seat comprises the attribute of the position, such as position information of the position, such as the geographical position area.

Meanwhile, in the embodiment of the present invention, new creation, editing, and deletion functions are also provided for the agent account, such as: a skilstat _ Agent1, a skilstat _ Agent2, and a skilstat _ Agent 3.

The position attribute of the seat is a key factor of seat allocation. For example, the seats of a certain skill group skilsetta are respectively located in three areas of city a, city B and city C, and the number of the seats in the three areas is the same. Under the condition that the seat distribution proportion is not set, the seat is distributed by adopting the principle of average distribution. Theoretically, the number of agent requests handled in the three regions should be the same or similar (considered the same within 3% of error) over a certain period of time (meaning that the number of customers who go to the skill set reaches a certain level). However, due to the difference of the service capabilities of the seats in various regions, for example, the seats in city C are a new group of operators, the service familiarity and the resolution are relatively low, and at this time, the seat allocation ratio needs to be adjusted. For example, the adjusted agent allocation ratio is: a city: 40%, city B: 40%, city C: 20 percent. With this adjustment, the ratio of the number of clients waiting for processing in the three regional workplaces in a certain time (the number of clients who turn to the skill set reaches a certain level) is equal to or close to: 4: 4: 2. through the mode, on one hand, the service quality of customer service is improved, the complaint rate can be reduced to a certain degree, on the other hand, the operation pressure of C city staff can be reduced, and meanwhile, the method is a powerful data support for performance evaluation of the seat customer service staff by enterprises.

In addition, since one agent may belong to a plurality of skill groups, the attribute of the agent also needs to include the skill group to which the agent belongs and the priority between the skill groups.

(2) inbound IVR: after the customer's seat request reaches the Call Center, a powerful telephone self-service can be provided for the user through the inbound IVR, belonging to a subsystem in the Call Center system. When the customer can not solve the customer problem in the inbound IVR, the inbound IVR reserves an entrance to guide the customer to transfer to a manual seat. For example, a voice prompt message may be sent to the customer, prompting the user to select to transfer to a human agent by operating a key or inputting a voice command, etc.

After a customer initiates a switching manual agent, no matter whether the customer initiates any service node in the inbound IVR, the inbound IVR can automatically acquire the incoming call number of the user and capture the identity information input by the user in the inbound IVR, and then the incoming call number and the identity information are used as interface entry parameters in an imperceptible mode through an HTTP (Hypertext Transfer Protocol) interface to query a customer relationship management system to acquire a customer identifier so as to be carried in an agent request of the user. The client identifier may indicate, for example, whether the incoming call of the user is a repeat incoming call within a set time range, whether the user is an important client, whether the incoming call of the user is a harassing call, whether the incoming call of the user is a member client of a certain product, or the like. Then, the inbound IVR transmits the client identifier to the automatic traffic distribution module in an event mode, and the automatic traffic distribution module further analyzes whether the time is the manual agent operation time. If the user belongs to the manual seat working time, the client is distributed to the skill group which can be most suitable.

(3) Internal switching: when the current seat can not provide service for the user, internal transfer can be initiated so as to transfer the incoming call of the user to other seats.

(4) Three-party communication: when the current seat can not provide service for the user, internal transfer can be initiated so as to transfer the incoming call of the user to other seats. At the moment, the current seat, the internally transferred seat and the user carry out three-party conversation.

(5) And (5) counting a report form: processing data is formed according to the processing of the seat request by different skill groups and different seats, and the processing data comprises processing quantity, service quality scores and the like.

(6) Self-service traffic distribution: and allocating the seat according to the processing condition of the skill group and the state of the seat.

In practical application, the seats, skill groups and the like can be more reasonably configured according to the statistical report.

In an embodiment of the present invention, the agent status may include: ready, rest, in-call, on hold, state transition, off-line, on-log.

Referring to fig. 4, fig. 4 is a flowchart of an agent allocation manner according to an embodiment of the present invention. The method can comprise the following steps:

step 401, receiving an agent request of a user.

Step 402, determining whether the current time belongs to the manual seat service time according to the seat request.

If the time is the manual seat service time, the subsequent process is executed, otherwise, the process can be ended or the user is prompted that the manual seat service cannot be provided, and the like.

And step 403, judging whether the incoming call of the user is a repeated incoming call.

If the call is a repeated call, executing step 404; otherwise step 405 is performed.

The customer identification may be obtained by the customer's agent request. Then, the customer identification can be used to inquire the seat served by the customer identification within the set time range corresponding to the customer identification, and whether the seat is in the seat conversation or not is judged. When the corresponding seat is in a ready state, the communication between the client and the seat is established, and the same seat provides service for the client, so that the original seat is matched for the client, and the seat serving the client is ensured to be unchanged.

Step 404, allocating the agent request to the agent which last provided service for the user.

Step 405, determine if the customer is an important customer.

If it is an important customer, go to step 406; otherwise, step 407 is executed.

Step 406, the agent request is assigned to the skill set handling the important customer.

And step 407, judging whether the incoming call is a harassing call.

If the answer is a crank call, executing step 408; otherwise, step 409 is performed.

And step 408, distributing the agent request to a skill group for processing the harassing call.

Supposing that the customer initiates a transfer agent request within the agent operation time and does not belong to repeated incoming calls, if the VIP customer or the harassing incoming call customer of the customer is determined according to the customer identification, the customer is allocated to a VIP skill group or queued under a harassing incoming call skill group, and waits for the agent to provide service. And when an agent is in a ready state under the assigned skill group, establishing a conversation between the customer and the ready agent, thereby realizing accurate delivery of the customer to the manual agent.

Step 409, the agent requests are distributed according to skill sets and job site attributes.

In the process, the distribution can be carried out according to the skill set configured by the service node for switching the manual service initiated by the client in the inbound IVR. When an agent is in a ready state under the skill group, a conversation between the client and the ready agent is established, so that the agent is distributed according to the skill group selected by the client.

In the process of assigning agents, the customer's agent requests are assigned to skill sets. Wherein, the skill set can comprise more than one seat. When the skill group comprises seats of a plurality of posts, multidimensional information such as post proportion, the condition of ready personnel of each skill group and the like is analyzed, and customers are allocated to the posts which can be allocated to the seats to provide services for the customers at the fastest speed to queue.

For a certain business A, seats for carrying and handling the business A are respectively arranged in three workplaces 1, 2 and 3, and the ratio of the three workplaces is 3:3: 4. Then the proportion of seat requests allocated by the three posts should be 3:3:4 when the traffic volume reaches a certain level. Assume that the three job sites for processing service a are: skillset _ A _ 1: workplace 1, skilset _ a _ 2: workplace 2, skilset _ a _ 3: and (3) the workplace.

When a client initiates a manual service transfer from a service A node in an inbound IVR, the information 'skilset _ A' is carried in the request of the client for the manual service transfer. At this point, it is determined from this information that the available sites 1, 2, 3 can process the request.

At the beginning of the operation, the allocation of the agent requests can be performed according to the above ratio. After a period of time, there may be a situation where a certain workplace has no free seats, and in this case, the seat requests need to be allocated in combination with the above ratio and the status of the seats in the workplace. For example, at some point, assuming no free seats are available under the workplace 2 surfset _ a _2 and the workplace 3 surfset _ a _3, the seat request may be directly assigned to the workplace surfset _ a _ 1. And if no three posts are idle, randomly distributing according to the configured proportion.

Assuming that the seat under a certain skill group A can process the service 1 and the service 2, and the original service 2 belongs to the skill group B, the seat under the original skill group A can be configured into a multi-skill group, and the priority is set, that is, the seat under the original skill group A simultaneously belongs to the skill groups A and B. At this time, when a client transacts the service 1 and a client transacts the service 2 are queued, once an agent is in a ready state, the system can perform power connection according to the configured skill set priority. By the method, the agent can be utilized most scientifically according to the service backgrounds of different skill groups.

Specifically, each skill set has a separate queue of agents. If an agent is configured as a multi-skill set, when the agent is now in a ready state, the agent will be added to the skill set queue of all the configured skill sets to queue for customer power. Once the agent receives any one customer call under the skill group, the agent is deleted from the queues of other skill groups to cancel the queuing. When the skill groups configured by the agent have different priorities, assuming that a client simultaneously calls under the skill group to which the agent belongs at the same time and one agent is in a ready state, preferentially allocating calls under the skill group with high priority to the agent. If no priority is set, the allocation may be made randomly.

It is also possible to perform a reallocation of agents during the allocated agent handling service. At this time, three-party communication or two-party communication can be performed between the agent a (the agent to be currently allocated) and the agent B (the agent to be secondarily allocated) and the client.

For example, after an agent a is assigned an agent request, the agent a cannot process the agent request for other reasons. At this point, the agent a may initiate an internal switchover to distribute the agent request to an additional agent capable of transacting the service.

The specific process is as follows: as shown in fig. 5, agent a initiates a "call consultation" to agent B while a wait tone is played for the customer through agent a. If the agent B does not respond, the agent A initiates 'cancel hold', and the conversation between the agent A and the client is recovered; after the agent B answers, the conversation between the agent A and the agent B is established (the process is to transmit information and confirm the switching affair with the agent B), the agent A initiates the internal switching again, at the moment, the customer and the agent B form a conversation bridge connection, and meanwhile, the telephone of the agent A and the customer is hung up, and the agent B processes the agent request.

For example, when a business needing to be handled by a client needs to be accessed by a third party, the agent a can initiate a three-party call and handle the business for the client together after the intervention of the third party agent (agent B).

The specific process is as follows: as shown in fig. 6, agent a initiates a "call consultation" with agent B while a wait tone is played for the customer. If the agent B does not respond, the agent A initiates 'cancel hold', and the conversation between the agent A and the client is recovered; after the seat B answers, the conversation between the seat A and the seat B is established (the process is to transmit information and confirm the switching affair with the confirmation B), the seat A initiates the three-party conversation, at the moment, the client, the seat A and the seat B are pulled into a conference room to establish the conversation between the three parties, and finally the seat A and the seat B are formed to process the seat request together.

In the process of three-party call, if the seat A hangs up the call, the seat B and the client still keep the call, and at the moment, if any party hangs up the call, the call is ended. After the agent B finishes the business transaction for the client, the agent B can continue to initiate three-party conversation, such as internal transfer, transfer to satisfaction survey, transfer to other IVR and other operations. If the agent A and the client still keep talking, if any party hangs up the telephone, the talking is ended; after the agent A finishes the business transaction for the client, the agent A can continue to initiate three-party conversation, such as internal transfer, transfer to satisfaction survey, transfer to other IVR and other operations. Certainly, if the customer actively hangs up the call, the agent a and the agent B can continue to keep the call, at this time, if any one of the agents hangs up the call, the call is ended, and at this time, the agent a and the agent B cannot initiate the transfer.

According to the embodiment of the invention, the seats can be distributed according to the skill attributes and the job site attributes, so that the seats can be scientifically and reasonably utilized, the labor cost of enterprises is reduced, the service quality of the enterprises is improved, and the complaint rate is reduced. In addition, different agent requests, three-party calls and other processing modes are processed through different skill groups, more accurate service can be provided for customers, the order rate is improved, and greater benefits are brought to enterprises.

The embodiment of the invention also provides an agent distribution device. Referring to fig. 7, fig. 7 is a structural diagram of an agent distribution device according to an embodiment of the present invention. Because the principle of the agent allocation device for solving the problem is similar to the agent allocation method in the embodiment of the invention, the implementation of the agent allocation device can refer to the implementation of the method, and repeated details are not repeated.

As shown in fig. 7, the agent assigning apparatus 700 includes: a first receiving module 701, configured to receive an agent request of a user; a first obtaining module 702, configured to obtain a skill attribute and an employee attribute of an agent to be allocated; a first processing module 703, configured to respond to the agent request, and allocate an agent to the user according to the skill attribute and the job site attribute.

Optionally, the apparatus is located at a call centre.

Optionally, the first processing module 703 may include:

the first determining submodule is used for determining at least one candidate agent group from the agents to be distributed according to the agent requests and the skill attributes, wherein each candidate agent group comprises at least one agent; the second determining submodule is used for determining a target candidate seat group from the candidate seat groups according to the position attributes of the seats in the candidate seat groups; and the distribution sub-module is used for distributing the seats for the users from the target candidate seat group. Wherein, the agent request includes information of target service, and the skill attribute of the candidate agent group corresponds to the information of the target service.

Wherein the allocation submodule may include:

a first processing unit, configured to, for a first agent in the target candidate agent group, add the first agent to an agent queue of the target candidate agent group if the state of the first agent is that an agent request can be processed; the first seat corresponds to at least two seat groups; and the second processing unit is used for distributing the seats for the user from the seat queue of the target candidate seat group.

Optionally, the apparatus may further include:

the second processing module is used for adding the first seat into the seat queues of other seat groups except the target candidate seat group; a deleting module, configured to delete the first agent from the agent queue of the target candidate agent group when the first agent is located in the agent queue of another agent group outside the target candidate agent group.

Optionally, the apparatus may further include:

the acquisition module is used for acquiring the agent group priority information corresponding to the first agent;

the second processing unit is specifically configured to, if only the first agent in the target candidate agent group is in a state capable of processing an agent request, and the agent group priority information indicates that the priority of the target candidate agent group is the highest in the agent group corresponding to the first agent, allocate the first agent to the user.

Optionally, the apparatus may further include at least one of the following modules:

the third processing module is used for establishing three-party communication among the agents distributed for the users, the second agents and the users;

a fourth processing module, configured to forward the agent request from the agent allocated to the user to the second agent, and establish a call between the second agent and the user;

a fifth processing module, configured to, in a process of forwarding the agent request from the agent allocated to the user to the second agent, reestablish a call between the agent allocated to the user and the user if the forwarding fails.

A sixth processing module, configured to, in a process of forwarding the agent request from the agent allocated to the user to the second agent, perform processing according to the request of the second agent.

Optionally, the apparatus may further include:

the determining module is used for determining the attribute information of the seat request;

the fifth processing module is used for distributing a third seat for the user according to the attribute information;

wherein the attribute information includes at least one of:

the agent request is a repeated incoming call, the user is an important client, and the agent request is a harassing incoming call.

Optionally, the determining module includes:

the first obtaining submodule is used for obtaining the identity information of the user according to the seat request;

the second obtaining submodule is used for inquiring a preset customer relationship management system according to the identity information to obtain a customer identifier of the user;

and the first determining submodule is used for determining the attribute information of the seat request according to the client identification.

The apparatus provided in the embodiment of the present invention may implement the method embodiments, and the implementation principle and the technical effect are similar, which are not described herein again.

As shown in fig. 8, the electronic device according to the embodiment of the present invention includes: the processor 800, which is used to read the program in the memory 820, executes the following processes:

receiving an agent request of a user;

acquiring a skill attribute and a position attribute of a seat to be allocated;

A transceiver 810 for receiving and transmitting data under the control of the processor 800.

Where in fig. 8, the bus architecture may include any number of interconnected buses and bridges, with various circuits being linked together, particularly one or more processors represented by processor 800 and memory represented by memory 820. The bus architecture may also link together various other circuits such as peripherals, voltage regulators, power management circuits, and the like, which are well known in the art, and therefore, will not be described any further herein. The bus interface provides an interface. The transceiver 810 may be a number of elements including a transmitter and a receiver that provide a means for communicating with various other apparatus over a transmission medium. The processor 800 is responsible for managing the bus architecture and general processing, and the memory 820 may store data used by the processor 800 in performing operations.

The processor 800 is responsible for managing the bus architecture and general processing, and the memory 820 may store data used by the processor 800 in performing operations.

The processor 800 is further configured to read the program and execute the following steps:

determining at least one candidate agent group from the agents to be distributed according to the agent requests and the skill attributes, wherein each candidate agent group comprises at least one agent;

determining a target candidate agent group from the candidate agent group according to the position attributes of the agents in the candidate agent group;

allocating an agent to the user from the target candidate agent group;

wherein, the agent request includes information of target service, and the skill attribute of the candidate agent group corresponds to the information of the target service.

determining a target candidate agent group from the candidate agent group according to the position attributes of the agents in the candidate agent group, including:

and determining a target candidate agent group from the candidate agent groups according to the geographical position area of the agent.

for a first agent in the target candidate agent group, if the state of the first agent is that an agent request can be processed, adding the first agent into an agent queue of the target candidate agent group; the first seat corresponds to at least two seat groups;

and allocating the user with the seat from the seat queue of the target candidate seat group.

and under the condition that the first seat is positioned in the seat queues of other seat groups outside the target candidate seat group, if the first seat is allocated to process the seat requests of the other seat groups, deleting the first seat from the seat queues of the target candidate seat group.

acquiring agent group priority information corresponding to the first agent;

and if the state of only the first seat in the target candidate seat group is that the seat request can be processed, and the seat group priority information indicates that the priority of the target candidate seat group is the highest in the seat group corresponding to the first seat, allocating the first seat to the user.

The processor 800 is further configured to read the program and perform at least one of the following steps:

establishing three-party communication among the agents distributed for the users, the second agents and the users;

forwarding the agent request from the agent distributed for the user to the second agent, and establishing a call between the second agent and the user;

and in the process of forwarding the agent request from the agent distributed for the user to the second agent, if the forwarding fails, reestablishing the conversation between the agent distributed for the user and the user.

And in the process of forwarding the agent request from the agent distributed for the user to the second agent, processing according to the request of the second agent.

determining attribute information of the agent request;

distributing a third seat for the user according to the attribute information;

wherein the attribute information includes at least one of:

acquiring identity information of the user according to the seat request;

inquiring a preset customer relationship management system according to the identity information to obtain a customer identification of the user;

and determining the attribute information of the seat request according to the client identifier.

The device provided by the embodiment of the present invention may implement the above method embodiment, and the implementation principle and technical effect are similar, which are not described herein again.

The embodiment of the present invention further provides a readable storage medium, where a program is stored on the readable storage medium, and when the program is executed by a processor, the program implements each process of the seat allocation method embodiment, and can achieve the same technical effect, and in order to avoid repetition, the detailed description is omitted here. The readable storage medium may be a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk.

It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.

Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. With such an understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal (such as a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the methods according to the embodiments of the present invention.

While the present invention has been described with reference to the embodiments shown in the drawings, the present invention is not limited to the embodiments, which are illustrative and not restrictive, and it will be apparent to those skilled in the art that various changes and modifications can be made therein without departing from the spirit and scope of the invention as defined in the appended claims.

Claims

1. A method of agent allocation, comprising:

receiving an agent request of a user;

acquiring a skill attribute and a position attribute of a seat to be allocated;

2. The method of claim 1, wherein said assigning an agent to the user based on the skill attributes and the job site attributes in response to the agent request comprises:

allocating an agent to the user from the target candidate agent group;

3. The method of claim 2, wherein determining a target candidate agent group from the candidate agent groups according to the job site attributes of the agents in the candidate agent groups comprises:

4. The method of claim 2, wherein said assigning an agent to the user from the target candidate agent group comprises:

5. The method of claim 4, further comprising:

6. The method of claim 4, wherein after the joining the first agent to an agent queue of the target candidate agent group, the method further comprises:

acquiring agent group priority information corresponding to the first agent;

the allocating an agent to the user from the agent queue of the target candidate agent group comprises:

7. The method according to claim 1, characterized in that the method further comprises at least one of the following steps:

in the process of forwarding the agent request from the agent allocated to the user to the second agent, if the forwarding fails, reestablishing the call between the agent allocated to the user and the user;

8. The method of claim 1, wherein after receiving the user's agent request, the method further comprises:

determining attribute information of the agent request;

distributing a third seat for the user according to the attribute information;

wherein the attribute information includes at least one of:

9. An electronic device, comprising: a transceiver, a memory, a processor, and a program stored on the memory and executable on the processor; it is characterized in that the preparation method is characterized in that,

the processor for reading a program implementation in a memory comprises the steps in the agent allocation method according to any one of claims 1 to 8.

10. A readable storage medium storing a program which, when executed by a processor, performs steps comprising in the agent allocation method of any one of claims 1 to 8.