CN117745003A

CN117745003A - Business hall online connection management method, system, equipment and storage medium

Info

Publication number: CN117745003A
Application number: CN202311764448.6A
Authority: CN
Inventors: 李肖蒙; 郭其潘; 白松
Original assignee: China United Network Communications Group Co Ltd
Current assignee: China United Network Communications Group Co Ltd
Priority date: 2023-12-20
Filing date: 2023-12-20
Publication date: 2024-03-22

Abstract

The application provides a business hall online connection management method, a system, equipment and a storage medium, which relate to the technical field of information and comprise the following steps: acquiring a service request and a request service category sent by a user; acquiring a receipt service member set according to the request service class and the first service member information; the first salesman information comprises acceptance business categories and idle identifiers; if the number of the sales clerks in the order receiving sales clerk set is greater than N, acquiring an order receiving queue according to the request service class and the second sales clerk information; wherein the second salesman information includes a user service score, a business proficiency score, and a daily accepted order quantity; the order receiving queue comprises a plurality of operators, and N operators are obtained as candidate operators according to the order receiving queue; and acquiring a target salesman selected by the user, and pulling up a session between the user and the target salesman to accept the service. The method and the system can realize the scheduling of the idle resources of the off-line business hall and solve the problem of unbalanced service resource utilization of the off-line business hall.

Description

Business hall online connection management method, system, equipment and storage medium

Technical Field

The present disclosure relates to the field of information processing, and in particular, to a business hall online connection management method, system, device, and storage medium.

Background

With the rapid development of electronic information and the increasing requirements of clients on service environments and services, counter services or online business services realize client queuing and number calling through a number calling system.

The workload distribution of salons in a salon of telecommunication service is uneven at present, and the phenomenon that a great deal of free salons of salons at the seat end of the salons are not saturated exists.

In view of the above drawbacks, there is a need for a business hall online connection management method, system, device and storage medium, which can solve the problem of unbalanced service resource utilization of online business hall.

Disclosure of Invention

The application provides a business hall online connection management method, a system, equipment and a storage medium, which are used for solving the problem of unbalanced utilization of service resources of a business hall under online.

In a first aspect, the present application provides a business hall online connection management method, including:

acquiring a service request and a request service category sent by a user; acquiring a collection of order receiving salesmen according to the request business category and the first salesmen information; the order receiving salesman set comprises idle salesmen with business opposite ports, and the first salesman information comprises acceptance business categories and idle identifiers; the idle mark is used for indicating whether the salesman is in an idle state or not; the accepted service class comprises at least one preset service class;

If the number of the operators in the order receiving operator set is greater than N, acquiring an order receiving queue according to the request service class and the second operator information; wherein the second salesman information includes a user service score, a business proficiency score, and a daily accepted order quantity; the order receiving queue comprises a plurality of operators, and N operators are obtained as candidate operators according to the order receiving queue;

and sending the candidate salesmen to the user, acquiring the target salesmen selected by the user, and pulling up the session between the user and the target salesmen to accept the service.

In one possible design, the acquiring the order receiving salesman set according to the request service class and the first salesman information includes:

acquiring a service acceptance area of the user according to the service class;

judging whether a receiving business operator exists in the business acceptance area according to the first business operator information, wherein the receiving business operator is the business operator who is idle and has a business opposite; if the order receiving sales clerk exists; adding the order taking sales clerks into the order taking sales clerk set to obtain the order taking sales clerk set; if the business acceptance area does not exist, expanding the range of the business acceptance area to acquire a new business acceptance area, and judging whether a bill receiving salesman exists in the business acceptance area according to the first salesman information;

If the order receiving sales force exists, adding the order receiving sales force into the order receiving sales force set to acquire the order receiving sales force set; and if the order receiving salesman does not exist, determining that the order receiving salesman set is empty, and acquiring the order receiving salesman set.

In one possible design, the obtaining the service acceptance area of the user according to the service class includes:

judging whether the request service class is a new service of the user, if so, acquiring the coordinate position of the user, and acquiring a business hall within a first distance range from the coordinate position as the service acceptance area; if not, acquiring a business hall of the attribution area of the mobile phone number of the user as the business acceptance area;

the expanding the range of the service acceptance area to acquire a new service acceptance area comprises the following steps:

acquiring a business hall within a second distance range from the coordinate position as a new business acceptance area; or alternatively

And acquiring jurisdictions adjacent to the attribution as new service acceptance areas.

In one possible design, the determining, according to the first salesman information, whether a receiving salesman exists in the service acceptance area includes:

For the salesman in the business acceptance area, if the idle mark of the salesman indicates that the salesman is in an idle state, and the acceptance business category of the salesman comprises the request business category; determining that the sales clerk is the order receiving sales clerk, wherein the order receiving sales clerk exists in the service acceptance area; otherwise, determining that the order receiving salesman does not exist in the service acceptance area.

In one possible design, the acquiring the order receiving queue according to the request service class and the second salesman information includes:

and for the salesmen in the order receiving salesmen collection, carrying out weighted average to obtain a trust degree score according to the user service score, the service proficiency score and the reciprocal of the daily accepted order quantity, and sequencing the salesmen from high to low according to the trust degree score to obtain an order receiving queue.

In one possible design, if the number of the sales staff in the order taking sales staff set is less than N, the method further includes:

obtaining M sales associates in an online sales associate queue and adding the M sales associates to the order receiving sales associate set; and determining the number of the sales staff in the new order receiving sales staff set as N, and taking the sales staff in the new order receiving sales staff set as candidate sales staff.

In one possible design, after the acquiring the service request and the requested service class sent by the user, the method further includes:

judging whether a receiving bill salesman exists in a collection list of the user, wherein the receiving bill salesman is the salesman which is free and is opposite to the business, and if the receiving bill salesman exists, determining the receiving bill salesman as a candidate salesman;

In one possible design, after the acceptance service is completed, the method further includes:

acquiring the user service score and the business proficiency score of the current service sent by the user, and updating the user service score, the business proficiency score and the daily acceptance order quantity of the target salesman;

determining whether the user collects the target salesman and updating a collection list of the user.

In a second aspect, the present application provides an online access management system for a business hall, comprising:

the user end is used for receiving and sending the service request and the request service category of the user to the dispatching management end; receiving candidate salesmen sent by the dispatching management end, acquiring target salesmen selected by the user and sending the target salesmen to the dispatching management end;

The dispatching management end is used for executing the business hall online connection single management method;

the number calling system is used for managing the salesmen of the salesmen, acquiring the first salesmen information and the second salesmen information of the salesmen and sending the information to the dispatching management end; the first salesman information comprises acceptance business categories and idle identifiers; the second salesman information comprises a user service score, a business proficiency score and daily acceptance order quantity;

and the salesman end is used for providing online or offline service.

In a third aspect, the present application provides a business hall on-line single management apparatus, the apparatus comprising:

the acquisition module is used for acquiring a service request and a request service category sent by a user; acquiring a collection of order receiving salesmen according to the request business category and the first salesmen information; the order receiving salesman set comprises idle salesmen with business opposite ports, and the first salesman information comprises acceptance business categories and idle identifiers; the idle mark is used for indicating whether the salesman is in an idle state or not; the accepted service class comprises at least one preset service class;

the determining module is used for acquiring a receipt queue according to the request service class and the second salesman information if the number of the salesmen in the receipt salesmen set is greater than N; wherein the second salesman information includes a user service score, a business proficiency score, and a daily accepted order quantity; the order receiving queue comprises a plurality of operators, and N operators are obtained as candidate operators according to the order receiving queue;

And the acceptance module is used for sending the candidate salesmen to the user, acquiring the target salesmen selected by the user, and pulling up the session between the user and the target salesmen so as to accept the service.

In a fourth aspect, the present application provides an electronic device, comprising: a processor, and a memory communicatively coupled to the processor;

the memory stores computer-executable instructions;

and the processor executes the computer execution instructions stored in the memory to realize the online connection single management method of the business hall.

In a fifth aspect, the present application provides a computer-readable storage medium having stored therein computer-executable instructions that, when executed by a processor, are configured to implement a business hall online connection management method as described above.

The application provides a business hall online connection management method, a system, equipment and a storage medium, comprising the following steps: acquiring a salesman in a business acceptance area according to a business request sent by a user, screening and sorting the salesman, providing a high-quality salesman which can be selected for the user according to the sorting, and accepting the business according to the selection of the user; the following technical effects are realized:

According to the method and the system for scheduling the off-line business hall free resources, the operation states of the business hall business staff can be obtained, the high-quality business staff free in the off-line business hall can be obtained according to the business request sent by the user, the scheduling of the off-line business hall free resources is achieved, and the problem that the service resources of the off-line business hall are not balanced in utilization is solved.

Drawings

In order to more clearly illustrate the embodiments of the present invention or the technical solutions of the prior art, the following description will briefly explain the drawings used in the embodiments or the description of the prior art, and it is obvious that the drawings in the following description are some embodiments of the present invention, and other drawings can be obtained according to these drawings without inventive effort for a person skilled in the art.

Fig. 1 is a schematic flow chart of a business hall online connection management method according to an embodiment of the present application;

fig. 2 is a second flow chart of a business hall online connection management method according to an embodiment of the present application;

fig. 3 is a schematic flow chart of S230 in the business hall online connection management method provided in the embodiment of the present application;

fig. 4 is a schematic structural diagram of an online access management system in a business hall according to an embodiment of the present application;

fig. 5 is a schematic structural diagram of an on-line interface management device in a business hall according to an embodiment of the present application;

Fig. 6 is a schematic hardware structure of an electronic device according to an embodiment of the present application.

Specific embodiments thereof have been shown by way of example in the drawings and will herein be described in more detail. These drawings and the written description are not intended to limit the scope of the inventive concepts in any way, but to illustrate the concepts of the present application to those skilled in the art by reference to specific embodiments.

Detailed Description

Reference will now be made in detail to exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numbers in different drawings refer to the same or similar elements, unless otherwise indicated. The implementations described in the following exemplary examples are not representative of all implementations consistent with the present application. Rather, they are merely examples of apparatus and methods consistent with some aspects of the present application, rather than all embodiments, as detailed in the accompanying claims. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.

It should be noted that, the user information (including but not limited to user equipment information, user personal information, etc.) and the data (including but not limited to data for analysis, stored data, presented data, etc.) referred to in the present application are information and data authorized by the user or fully authorized by each party, and the collection, use and processing of the related data need to comply with the related laws and regulations and standards, and provide corresponding operation entries for the user to select authorization or rejection.

It should be noted that, in the embodiments of the present application, words such as "exemplary" or "such as" are used to denote examples, illustrations, or descriptions. Any embodiment or design described herein as "exemplary" or "for example" should not be construed as preferred or advantageous over other embodiments or designs. Rather, the use of words such as "exemplary" or "such as" is intended to present related concepts in a concrete fashion.

It should be noted that the terms "first," "second," "third," "fourth," and the like in the description and claims of the invention and in the above figures, if any, are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used may be interchanged where appropriate such that the embodiments of the invention described herein may be implemented, for example, in sequences other than those illustrated or otherwise described herein.

The term "at … …" in the embodiment of the present application may be instantaneous when a certain situation occurs, or may be a period of time after a certain situation occurs, which is not particularly limited in the embodiment of the present application.

In the prior art, a user goes to a hall to transact business, and an idle salesman in the hall transacts business for the user, if the user is busy, the user can only wait in the hall. The user initiates the service through the video business hall on line, and the system can only specify the fixed business staff to accept the service.

The workload distribution of the salesmen in the current telecommunication service salesmen is uneven, and through investigation of a certain area, each salesmen in 77% of the salesmen serve less than 12 people every day. According to the investigation of 11854 business halls, the business halls with the daily reception clients of the unit staff higher than 30 people are found to account for only 4% of the total amount. The method and the system indicate that the busy and idle distribution of the business hall is uneven, and the workload of a large number of idle business staff is not saturated.

The method is used for a dispatch management end, the dispatch management end is connected with a number calling system of a business hall, the number calling system is used for managing seat business staff of the business hall, the method can acquire the operation state of the business hall business staff, acquire the good-quality business staff free in the off-line business hall according to a business request sent by a user, realize unified management and allocation dispatch of on-line and off-line resources, strengthen real-time linkage of on-line and off-line business acceptance resources, and solve the problem of unbalanced service resource utilization in the on-line and off-line business hall.

The following describes the technical solutions of the present application and how the technical solutions of the present application solve the above technical problems in detail with specific embodiments. The following embodiments may be combined with each other, and the same or similar concepts or processes may not be described in detail in some embodiments. Embodiments of the present application will be described below with reference to the accompanying drawings.

Fig. 1 is a schematic flow chart of a business hall online connection management method provided in an embodiment of the present application, as shown in fig. 1, where the method in the embodiment is used for managing a dispatching end, and includes:

s110, acquiring a service request and a request service category sent by a user; acquiring a receipt service member set according to the request service class and the first service member information; the order receiving salesman set comprises idle salesmen with opposite business, and the first salesman information comprises acceptance business categories and idle identifiers; the idle mark is used for indicating whether the salesman is in an idle state or not; the accepted service class comprises at least one preset service class;

specifically, the management scheduling end is connected with a number calling system of a plurality of business halls, and the number calling system is used for acquiring first business staff information of seat business staff in the corresponding business halls.

S120, if the number of the operators in the order-receiving operator set is greater than N, acquiring an order-receiving queue according to the request service class and the second operator information; wherein the second salesman information includes a user service score, a business proficiency score, and a daily accepted order quantity; the order receiving queue comprises a plurality of operators, and N operators are obtained as candidate operators according to the order receiving queue;

specifically, the obtained sequencing sequence of the order receiving queue is used for reflecting the excellence or reliability degree of the sales staff, and the more front sales staff in the order receiving queue is more excellent/reliable;

specifically, if the number of the sales clerks in the order receiving sales clerk set is less than N, the sales clerks can be further screened or the sales clerks in the online sales clerk list are used as supplements to obtain N sales clerks for the user to select.

S130, sending candidate salesmen to the user, acquiring target salesmen selected by the user, and pulling up the session between the user and the target salesmen to accept the service.

Specifically, N salesmen information is displayed on the user side, the salesmen selected by the user are obtained as target salesmen, and the session between the target salesmen and the user is pulled up to accept the business.

According to the method, the salesmen in the business acceptance area are acquired according to the business request sent by the user, screening and sorting are carried out on the salesmen, the good-quality salesmen which can be selected are provided for the user according to the sorting, and the business is accepted according to the selection of the user; the following technical effects are realized:

Fig. 2 is a second flow chart of a business hall online connection management method according to an embodiment of the present application; as shown in fig. 2, the method includes:

s210, acquiring a service request and a request service category sent by a user;

specifically, the request service class is one selected from preset service classes by the user;

specifically, the preset business category comprises account opening new package, data change, sales, package ordering and the like;

s220, judging whether a receiving sales clerk exists in the collection list of the user, wherein the receiving sales clerk is an idle sales clerk with opposite business, if so, determining that the receiving sales clerk is a candidate sales clerk, executing the step S260, and if not, executing the step S230;

specifically, judging whether the user's collection list has a receiving sales clerk or not includes:

acquiring first salesman information of salesmen in the collection list, wherein the first salesman information comprises acceptance business categories and idle identifiers; the idle mark is used for indicating whether the salesman is in an idle state or not; the accepted service class comprises at least one preset service class;

Indicating the salesman to be in an idle state according to the idle mark of the salesman, wherein the accepted business category of the salesman comprises a request business category; determining that the sales clerk is a receipt sales clerk, otherwise, the receipt sales clerk does not exist in the collection list;

specifically, if the candidate sales clerks exist, the acquired candidate sales clerks comprise one or more order receiving sales clerks;

specifically, if there is no collection list, or there is no salesman free in the collection list and having a business opposite, step S230 is executed.

S230, acquiring a collection of order receiving operators according to the request service category and the first operator information, acquiring the number of operators in the collection of operators, executing step S240 if the number is greater than N, executing step S250 if the number is less than N, and executing step 260 if the number is equal to N, wherein N operators are taken as candidate operators.

Further, on the salesman side, displaying the business states of on-line business handling, off-line business handling or on-line business handling, suspension of order receiving and the like for the salesman to select and send to the number calling system; the number calling system only acquires information of a salesman which comprises online business handling and offline business handling simultaneously to a management scheduling end;

specifically, the first salesman information comprises an accepted business category and an idle identifier, wherein the accepted business category is one or more preset business categories selected by a salesman end; the number calling system monitors the business handling state of the salesman end to be idle or obtains idle identification in the business handling process (not idle);

Optionally, N is preset data, and the specific numerical range of N is 3-8;

as a preferred embodiment, n=5.

Further, as shown in fig. 3, a flow chart of a method for acquiring a set of order taker according to a requested service category in S230 is shown in fig. 3, and the method specifically includes:

s231, acquiring a service acceptance area of the user according to the service class;

specifically, judging whether the requested service class is a new service of the user, if so, acquiring the coordinate position of the user, and acquiring a business hall within a first distance range from the coordinate position as a service acceptance area; if not, acquiring a business hall of the attribution place of the mobile phone number of the user as a business acceptance area, wherein the business hall is generally the current city;

it should be noted that: the "new service of whether the user is the user" refers to whether the user is the user of the operator of the system, that is, whether the user is the user of the home network or other different network according to the number. If the service is not the home network user, the service receiving area close to the home network user is matched, so that the user can receive the real object at the first time, and the service receiving area is convenient for the user to receive the real object service. If it is a home network user, the user has a regional problem, e.g., the user is in Beijing, but the number is Guangzhou, then the user will be dispatched to the Guangzhou salesman to receive business for him, which is a policy-based consideration for localized marketing (since package products are maintained by each province, guangzhou users can only order product packages within the Guangzhou province).

S232, judging whether a receiving sales clerk exists in the business acceptance area according to the first sales clerk information, wherein the receiving sales clerk is an idle sales clerk with business opposite ports; if the order receiving sales clerk exists; adding the order receiving sales clerks into an order receiving sales clerk set to obtain the order receiving sales clerk set; if the business acceptance area does not exist, expanding the range of the business acceptance area to acquire a new business acceptance area, and judging whether a bill receiving salesman exists in the business acceptance area according to the first salesman information;

specifically, the method for judging whether the order receiving salesman exists in the service acceptance area comprises the following steps: according to the first salesman information of the salesman in the business acceptance area, if the idle mark of the salesman indicates that the salesman is in an idle state, the acceptance business category of the salesman comprises a request business category; determining that the sales clerk is a receipt sales clerk, wherein the receipt sales clerk exists in the service acceptance area; otherwise, determining that no order receiving salesman exists in the service acceptance area.

Specifically, if the requested service class is a new service of the user, acquiring a business hall within a second distance range from the coordinate position as a service acceptance area; if the requested service class is a new service which is not the user, the jurisdiction adjacent to the attribution is acquired as a service acceptance area.

Further, the second distance is greater than the first distance.

S233, if the order receiving salesman exists, adding the order receiving salesman into the order receiving salesman set to acquire the order receiving salesman set; if the order receiving salesman does not exist, determining that the order receiving salesman set is empty, and acquiring the order receiving salesman set.

Specifically, after the business reception area is enlarged, if the order receiving salesmen exist, the order receiving salesmen are acquired as an order receiving salesmen set, and if the order receiving salesmen do not exist, the order receiving salesmen set is also acquired, namely the number of the salesmen in the order receiving salesmen set is empty.

S240, for the operators in the order-receiving operator set, weighting and averaging according to the service score of the user, the service proficiency score and the reciprocal of the daily accepted order quantity to obtain a trust score, and sequencing the operators from high to low according to the trust score to obtain an order-receiving queue; acquiring N salesmen as candidate salesmen according to the order receiving queue, and executing S260;

specifically, the second salesman information comprises a user service score, a business proficiency score and a daily acceptance order quantity, wherein the user service score and the business proficiency score are obtained by a scoring system for obtaining a score of a user to the salesman, and the specific method is to respectively obtain a user service score average value and a business proficiency score average value of multiple services in a preset period as the user service score and the business proficiency score of the salesman.

Furthermore, the daily order quantity is counted by the number calling system, wherein the information of the second salesman is updated in real time by the number calling system and is sent to the dispatching management end.

Specifically, the obtained trust score is a comprehensive score obtained by weighted average according to the service score, the service proficiency score and the inverse of the daily accepted order quantity, and the sales clerks are ordered from high to low according to the trust score to obtain an order receiving queue; in the determined order receiving queue, the higher the service score of the user of the salesman is, the higher the service proficiency score is, the smaller the daily order receiving amount is, and the higher the rank of the salesman is;

further, the second salon information further includes an idle salon mark, the idle salon mark is used for indicating a salon where the salon is located is too little or is focused on a salon where the salon is located (collectively referred to as an idle salon), the idle salon mark is acquired according to staff configuration, if the second salon information of a certain salon includes the idle salon mark, the reciprocal of the daily accepted order is replaced with a preset value when the acquired confidence score is obtained, and the preset value is greater than the reciprocal of the daily accepted order, so that the ranking of the salons in the idle salons in the order receiving queue is improved, and the utilization rate of human resources in the idle salons is improved.

Optionally, the first N salesmen in the order receiving queue are obtained to serve as candidate salesmen;

as another preferred embodiment, if the number of operators in the order taking operator set is greater than a preset first number, wherein the preset first number is greater than 2N; acquiring the first X operators with the user service scores larger than a first score threshold, the first Y operators with the user service scores not larger than the first score threshold and larger than a second score threshold and the first Z operators with the user service scores not larger than the second score threshold in the order receiving queue as candidate operators;

further, X+Y+Z=N, and X > Y is not less than Z;

further, X: y: z=3:1:1.

S250, if the number of the operators in the order-receiving operator set is less than N, obtaining M operators in the online operator queue and adding the M operators to the order-receiving operator set; determining the number of the sales clerks in the new order-receiving sales clerk set as N, taking the sales clerks in the new order-receiving sales clerk set as candidate sales clerks, and executing S260;

specifically, the method for acquiring the online salesman queue is similar to the method for acquiring the order receiving queue, and comprises the following steps:

a. acquiring a preset second number of free and business-to-mouth order receiving salesmen on line according to the first salesmen information; wherein the preset second number is greater than N;

b. For the order receiving salesmen, acquiring an online salesmen queue according to second salesmen information, namely, carrying out weighted average according to the service score of the user, the service proficiency score and the reciprocal of the daily accepted order quantity to acquire a trust score, and sequencing the order receiving salesmen from high to low according to the trust score to acquire the online salesmen queue; and adding the sales clerks with M before the online sales clerk queue ranking to a collection of order receiving sales clerks, wherein the sum of the number of the sales clerks, M and N in the collection of the order receiving sales clerks.

Correspondingly, if the number of the operators in the order-receiving operator set is equal to N, the operators in the order-receiving operator set are used as candidate operators, and step 260 is executed

And S260, sending candidate salesmen to the user, acquiring target salesmen selected by the user, and pulling up the session between the user and the target salesmen to accept the service.

Specifically, N salesmen information is displayed on a user side, a salesman selected by a user is obtained as a target salesman, and a session between the target salesman and the user is pulled up to accept business;

alternatively, the pulled service session may be a video session or a voice session.

S270, obtaining the user service score and the business proficiency score of the service sent by the user, and updating the user service score, the business proficiency score and the daily acceptance order quantity of the target salesman.

Specifically, the user service score and the business proficiency score of the salesman are respectively obtained according to the average value of the user service score and the business proficiency score of the multiple services obtained in a preset period, and the user service score and the business proficiency score are used for updating the user service score and the business proficiency score of the salesman;

specifically, the daily accepted order amount of the target sales clerk is added with 1 and updated.

The method provided by the embodiment of the application can realize the following technical effects:

according to the embodiment, the user collection salesmen can be obtained according to the user data, the selection is provided according to the habit of the user, and better service is provided for the user;

according to the embodiment, a collection of order receiving operators is obtained according to the request service category and the first operator information, and whether on-line operators are needed to cooperate to complete service is determined according to the number of operators in the collection;

when the number of the operators in the set is greater than N, weighted average is carried out according to the service score of the user, the service proficiency score and the reciprocal of the daily accepted order quantity to obtain a trust score, the operators are ordered from high to low according to the trust score to obtain an order receiving queue, excellent offline operators with higher idle degree are provided for the user, high-quality service can be provided for the user, service orders are provided for offline operators with higher idle degree, and online and offline business resources are further integrated;

According to the number calling system of the off-line business hall, the seat personnel idle in the off-line business hall are subjected to unified scheduling management and used for on-line user business service, the idle business personnel in the idle hall are intelligently scheduled and pulled up, idle human resources of the off-line business hall are coiled, and the pressure of on-line service resources is reduced.

Fig. 4 is a schematic structural diagram of an online access management system in a business hall according to an embodiment of the present application; as shown in fig. 4, includes:

the user terminal 410 is configured to receive and send a service request and a request service class of a user to the scheduling management terminal; receiving candidate salesmen sent by a dispatching management end, acquiring target salesmen selected by a user and sending the target salesmen to the dispatching management end;

a dispatch management terminal 420 for executing the business hall online connection management method;

the number calling system 430 is used for managing the salesman in the salesman, acquiring the first salesman information and the second salesman information of the salesman and sending the information to the dispatching management end; the first salesman information comprises acceptance business categories and idle identifiers; the second salesman information comprises a user service score, a business proficiency score and a daily acceptance order quantity;

the salesman end 440 is used to provide online or offline services.

Further, the number calling system 430 is specifically configured to:

acquiring a user service score average value of multiple services in a preset period as a user service score of a salesman; updating the user service score of the salesman according to the single user service score of the user;

acquiring business proficiency scores of multiple services in a preset period as business proficiency scores of a salesman; updating the business proficiency score of the salesman according to the single business proficiency score of the user;

monitoring and obtaining daily acceptance order quantity of a salesman;

and monitoring the idle state and business state of the salesman.

Further, the salesman end 440 is further configured to:

the service states of on-line service handling, off-line service handling or on-line service handling and off-line service handling simultaneously, suspending order receiving and the like are displayed for the selection of the salesmen, and the service state selected by the salesmen is sent to the number calling system 430.

The business hall online connection management system provided in this embodiment has similar implementation principle and technical effects, and is not described here again.

It should be noted that, for simplicity of description, the foregoing method embodiments are all expressed as a series of action combinations, but it should be understood by those skilled in the art that the present application is not limited by the order of actions described, as some steps may be performed in other order or simultaneously in accordance with the present application. Further, those skilled in the art will also appreciate that the embodiments described in the specification are all alternative embodiments, and that the acts and modules referred to are not necessarily required in the present application.

It should be further noted that, although the steps in the flowchart are sequentially shown as indicated by arrows, the steps are not necessarily sequentially performed in the order indicated by the arrows. The steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders. Moreover, at least a portion of the steps in the flowcharts may include a plurality of sub-steps or stages that are not necessarily performed at the same time, but may be performed at different times, the order in which the sub-steps or stages are performed is not necessarily sequential, and may be performed in turn or alternately with at least a portion of the sub-steps or stages of other steps or other steps.

It should be understood that the above-described device embodiments are merely illustrative, and that the device of the present application may be implemented in other ways. For example, the division of the units/modules in the above embodiments is merely a logic function division, and there may be another division manner in actual implementation. For example, multiple units, modules, or components may be combined, or may be integrated into another system, or some features may be omitted or not performed.

The embodiment of the invention can divide the functional modules of the electronic device or the main control device according to the method example, for example, each functional module can be divided corresponding to each function, and two or more functions can be integrated in one processing unit. The integrated units may be implemented in hardware or in software functional modules. It should be noted that, in the embodiment of the present invention, the division of the modules is schematic, which is merely a logic function division, and other division manners may be implemented in actual implementation.

Fig. 5 is a schematic structural diagram of an on-line connection management device in a business hall according to an embodiment of the present application; as in fig. 5, the apparatus 50 includes:

an obtaining module 510, configured to obtain a service request and a request service class sent by a user; acquiring a receipt service member set according to the request service class and the first service member information; the order receiving salesman set comprises idle salesmen with opposite business, and the first salesman information comprises acceptance business categories and idle identifiers; the idle mark is used for indicating whether the salesman is in an idle state or not; the accepted service class comprises at least one preset service class;

The determining module 520 is configured to obtain the order receiving queue according to the request service class and the second sales member information if the number of sales members in the order receiving sales member set is greater than N; wherein the second salesman information includes a user service score, a business proficiency score, and a daily accepted order quantity; the order receiving queue comprises a plurality of operators, and N operators are obtained as candidate operators according to the order receiving queue;

and the acceptance module 530 is used for sending candidate salesmen to the user, acquiring target salesmen selected by the user, and pulling up the session between the user and the target salesmen to accept the service.

Further, the obtaining module 510 is specifically configured to:

acquiring a service acceptance area of a user according to the service class;

judging whether a receiving business operator exists in the business acceptance area according to the first business operator information, wherein the receiving business operator is an idle business operator with business opposite ports; if the order receiving sales clerk exists; adding the order receiving sales clerks into an order receiving sales clerk set to obtain the order receiving sales clerk set; if the business acceptance area does not exist, expanding the range of the business acceptance area to acquire a new business acceptance area, and judging whether a bill receiving salesman exists in the business acceptance area according to the first salesman information;

if the order receiving sales clerks exist, adding the order receiving sales clerks into an order receiving sales clerk set to obtain the order receiving sales clerk set; if the order receiving salesman does not exist, determining that the order receiving salesman set is empty, and acquiring the order receiving salesman set.

Further, the obtaining module 510 is specifically further configured to:

judging whether the requested service class is a new service of the user, if so, acquiring the coordinate position of the user, and acquiring a business hall within a first distance range from the coordinate position as a service acceptance area; if not, acquiring a business hall of the attribution place of the mobile phone number of the user as a business acceptance area;

the expanding the range of the service acceptance area to obtain a new service acceptance area comprises the following steps:

And acquiring jurisdictions adjacent to the attribution as a new service acceptance area.

Further, the obtaining module 510 is specifically further configured to:

aiming at a salesman in a business acceptance area, if the idle mark of the salesman indicates that the salesman is in an idle state, and the acceptance business category of the salesman comprises a request business category; determining that the sales clerk is a receipt sales clerk, wherein the receipt sales clerk exists in the service acceptance area; otherwise, determining that no order receiving salesman exists in the service acceptance area.

Further, the determining module 520 is specifically configured to:

and for the operators in the order receiving operator set, weighting average is carried out according to the service score of the user, the service proficiency score and the reciprocal of the daily accepted order quantity to obtain a trust score, and the operators are ordered from high to low according to the trust score to obtain an order receiving queue.

Further, the obtaining module 510 is specifically further configured to:

if the number of the sales staff in the order receiving sales staff set is less than N, obtaining M sales staff in the online sales staff queue and adding the M sales staff to the order receiving sales staff set; and determining the number of the sales clerks in the new order-receiving sales clerk set as N, and taking the sales clerks in the new order-receiving sales clerk set as candidate sales clerks.

Further, the obtaining module 510 is specifically further configured to:

judging whether a receiving business operator exists in a collection list of the user after a business request and a request business category sent by the user are acquired, wherein the receiving business operator is an idle business operator with a business opposite port, and if the receiving business operator exists, determining the receiving business operator as a candidate business operator;

and sending candidate salesmen to the user, acquiring target salesmen selected by the user, and pulling up the session between the user and the target salesmen to accept the service.

Further, the acceptance module 530 is specifically configured to:

after the acceptance business is completed, obtaining a user service score and a business proficiency score of the service sent by a user, and updating the user service score, the business proficiency score and the daily acceptance order quantity of a target salesman;

it is determined whether the user has collected the target sales clerk and the user's collection list is updated.

The business hall on-line connection management device provided in this embodiment may execute the above business hall on-line connection management method, and its implementation principle and technical effect are similar, and this embodiment will not be described here again.

In a specific implementation of the above-mentioned on-line connection management device in a business hall, each module may be implemented as a processor, and the processor may execute computer-executable instructions stored in the memory, so that the processor executes the above-mentioned on-line connection management method in the business hall.

Fig. 6 is a schematic structural diagram of an electronic device according to an embodiment of the present application. As shown in fig. 6, the electronic device 60 includes: at least one processor 601 and a memory 602. The electronic device 60 further comprises a communication component 603. The processor 601, the memory 602, and the communication section 603 are connected via a bus 604.

In a specific implementation, the at least one processor 601 executes computer-executable instructions stored in the memory 602, so that the at least one processor 601 executes the business hall online connection management method executed on the electronic device side as described above.

The specific implementation process of the processor 601 may refer to the above-mentioned method embodiment, and its implementation principle and technical effects are similar, and this embodiment will not be described herein again.

In the above embodiment, it should be understood that the processor may be a central processing unit (english: central Processing Unit, abbreviated as CPU), or may be other general purpose processors, digital signal processors (english: digital Signal Processor, abbreviated as DSP), application specific integrated circuits (english: application Specific Integrated Circuit, abbreviated as ASIC), or the like. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of a method disclosed in connection with the present invention may be embodied directly in a hardware processor for execution, or in a combination of hardware and software modules in a processor for execution.

The memory may comprise high speed RAM memory or may further comprise non-volatile storage NVM, such as at least one disk memory.

The bus may be an industry standard architecture (Industry Standard Architecture, ISA) bus, an external device interconnect (Peripheral Component, PCI) bus, or an extended industry standard architecture (Extended Industry Standard Architecture, EISA) bus, among others. The buses may be divided into address buses, data buses, control buses, etc. For ease of illustration, the buses in the drawings of the present application are not limited to only one bus or one type of bus.

The scheme provided by the embodiment of the invention is introduced aiming at the functions realized by the electronic equipment and the main control equipment. It will be appreciated that the electronic device or the master device, in order to implement the above-described functions, includes corresponding hardware structures and/or software modules that perform the respective functions. The present embodiments can be implemented in hardware or a combination of hardware and computer software in combination with the various exemplary elements and algorithm steps described in connection with the embodiments disclosed in the embodiments of the present invention. Whether a function is implemented as hardware or computer software driven hardware depends upon the particular application and design constraints imposed on the solution. Those skilled in the art may implement the described functionality using different approaches for each particular application, but such implementation is not to be considered as beyond the scope of the embodiments of the present invention.

The application also provides a computer readable storage medium, and the computer readable storage medium is used for managing online order taking in business hall.

The computer readable storage medium described above may be implemented by any type of volatile or non-volatile memory device or combination thereof, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk, or optical disk. A readable storage medium can be any available medium that can be accessed by a general purpose or special purpose computer.

An exemplary readable storage medium is coupled to the processor such the processor can read information from, and write information to, the readable storage medium. In the alternative, the readable storage medium may be integral to the processor. The processor and the readable storage medium may reside in an application specific integrated circuit (Application Specific Integrated Circuits, ASIC for short). The processor and the readable storage medium may reside as discrete components in an electronic device or a master device.

The present application also provides a computer program product comprising: a computer program stored in a readable storage medium, from which at least one processor of an electronic device can read, the at least one processor executing the computer program causing the electronic device to perform the solution provided by any one of the embodiments described above.

Those of ordinary skill in the art will appreciate that: all or part of the steps for implementing the method embodiments described above may be performed by hardware associated with program instructions. The foregoing program may be stored in a computer readable storage medium. The program, when executed, performs steps including the method embodiments described above; and the aforementioned storage medium includes: various media that can store program code, such as ROM, RAM, magnetic or optical disks.

Finally, it should be noted that: the above embodiments are only for illustrating the technical solution of the present invention, and not for limiting the same; although the invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical scheme described in the foregoing embodiments can be modified or some or all of the technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit of the invention.

Claims

1. An online single management method for a business hall, which is characterized by comprising the following steps:

2. The method of claim 1, wherein the obtaining the set of order taker based on the requested business category and the first salesman information comprises:

acquiring a service acceptance area of the user according to the service class;

3. The method of claim 2, wherein the obtaining the service acceptance area of the user according to the service class comprises:

4. The method of claim 2, wherein determining whether a order taker exists in the service acceptance area based on the first salesman information comprises:

5. The method of claim 1, wherein the obtaining the order queue based on the requested business category and the second salesman information comprises:

6. The method of claim 1, wherein if the number of said operators in said order taking operator set is less than N, said method further comprises:

7. The method of claim 1, wherein after the obtaining the service request and the requested service category sent by the user, the method further comprises:

8. The method of any of claims 1-7, wherein after the accepting of the service is completed, the method further comprises:

9. An on-line access management system for a business hall, comprising:

the scheduling management end is configured to perform the method of any one of claims 1-8;

And the salesman end is used for providing online or offline service.

10. An on-line single management device for a business hall, comprising:

11. An electronic device, comprising: a processor, and a memory communicatively coupled to the processor;

the memory stores computer-executable instructions;

the processor executes computer-executable instructions stored in the memory to implement the method of any one of claims 1 to 8.

12. A computer readable storage medium having stored therein computer executable instructions which when executed by a processor are adapted to carry out the method of any one of claims 1 to 8.