WO2011147209A1 - Ngcc中实现排队实时反馈功能的方法及*** - Google Patents
Ngcc中实现排队实时反馈功能的方法及*** Download PDFInfo
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- WO2011147209A1 WO2011147209A1 PCT/CN2011/071014 CN2011071014W WO2011147209A1 WO 2011147209 A1 WO2011147209 A1 WO 2011147209A1 CN 2011071014 W CN2011071014 W CN 2011071014W WO 2011147209 A1 WO2011147209 A1 WO 2011147209A1
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
Definitions
- the present invention relates to the field of communications technologies, and in particular, to a method and system for implementing a queuing real-time feedback function in an NGCC (New Generation Call Center, a next-generation call center or a new generation call center).
- NGCC New Generation Call Center, a next-generation call center or a new generation call center.
- the NGCC is based on the existing NGN network (Next Generation Network).
- the core idea is to separate the call bearer layer from the service layer by using the switching and control technologies of the NGN network.
- NGCC also known as the customer service system, is an information system used to provide users with various access methods such as telephone, fax, and e-mail. It is mainly used to handle user requests, doubts, complaints, suggestions, and consultations, such as telecommunications. 1860 in the industry and 95555 in the financial industry.
- the core function of NGCC is to find the right operator (agent), manage the status of the agent and implement various call operations (such as: maintenance, consultation, conference and single-step operation) to meet the smooth communication between the user and the agent.
- various needs are possible.
- the agent who currently has the service skill is busy, the user will enter the queue waiting state, and the user will hear the queue waiting tone. If an agent is idle during the waiting period, The user who is in front of the queue will be connected to the agent; if the agent is busy all the time while waiting, the user will queue for timeout, and the user will be prompted to busy, whether to continue waiting or hang up.
- the main object of the present invention is to provide a method and system for realizing the queuing real-time feedback function in the NGCC, which can enable the user to obtain the current queuing information of the system in real time during the waiting period, and improve the user satisfaction with the customer service system.
- the invention provides a method for realizing the queuing real-time feedback function in the next-generation call center NGCC, comprising the following steps:
- the maintenance information calculates the current queued data and feeds back the queued information to the user.
- the queuing request includes: a skill number corresponding to a specific service type, a current session number, and a user phone number;
- the maintenance information includes: an agent data queue, a user waiting queue, statistics of all user queue durations at current scheduled time, agent login, checkout, and status change information;
- the queuing information includes: the current number of NGCC target seats, the number of user waits, and the expected waiting time.
- the method further includes: detecting a current agent status according to the queuing request, and detecting a target agent that is currently available, selecting a target agent for the user and locking the target agent.
- calculating the current queuing data according to the current maintenance information in the NGCC and feeding back the queuing information to the user further includes:
- the maintenance information and the queuing information are periodically updated.
- the present invention provides a system for implementing real-time queuing feedback function in an NGCC, including: a call access module and a CTI module connected to the call access module, where
- the call access module includes a transfer manual service unit, configured to receive call information of the user, generate a queuing request according to the call information of the user, and send the queuing request to the CTI module;
- the CTI module is configured to detect a current agent status according to the queuing request, and determine whether there is an idle target agent. When detecting a target agent that is not currently available, calculate the current queuing data according to the current maintenance information in the NGCC and feed back the queuing information to user.
- the queuing request generated by the manual service unit includes: a skill number corresponding to a specific service type, a current session number, and a user phone number;
- the CTI module calculates the current queuing data according to the current maintenance information in the NGCC as: the CTI module according to the agent data queue, the user waiting queue, the current scheduled time statistics of all users, the agent login, the checkout, and the status change information. Calculate current queued data;
- the queuing information that the CTI module feeds back to the user includes: the current number of NGCC target seats, the number of users waiting, and the expected waiting time.
- the CTI module specifically includes: a route queuing sub-module, an agent state management sub-module, and a real-time feedback sub-module;
- the route queuing sub-module is configured to detect a current agent status, determine whether there is an idle target seat, and select a target agent for the user when detecting that the current target agent is idle;
- An agent status management sub-module configured to lock the route queuing sub-module as a target seat selected by the user
- the real-time feedback sub-module includes a calculation and feedback unit, configured to calculate current queuing data according to current maintenance information in the NGCC and feed back queuing information to the user when detecting a target agent that is not currently idle.
- the call access module further includes:
- a queuing information processing unit for outputting queuing information to the user; and accessing the user to the target agent.
- the system further comprises:
- the agent module is used to provide call services for users.
- the real-time feedback sub-module further includes:
- the data maintenance unit is configured to periodically update the maintenance information and the queuing information.
- the present invention enables the user to obtain the current queuing information of the system in real time during the waiting period, and decides to continue waiting or giving up according to the provided queuing information, thereby effectively improving the manual access rate and the user satisfaction with the customer service system.
- FIG. 1 is a schematic flow chart of an embodiment of a method for implementing a queuing real-time feedback function in an NGCC according to the present invention
- FIG. 2 is a schematic flow chart of another embodiment of a method for implementing a queuing real-time feedback function in an NGCC according to the present invention
- FIG. 3 is a schematic structural view of an embodiment of a system for implementing a queuing real-time feedback function in an NGCC according to the present invention
- FIG. 4 is a schematic structural diagram of another embodiment of a system for implementing a queuing real-time feedback function in an NGCC according to the present invention.
- FIG. 5 is a schematic structural diagram of a call access module in another embodiment of a system for implementing a queuing real-time feedback function in an NGCC according to the present invention
- FIG. 6 is a schematic structural diagram of a real-time feedback sub-module in another embodiment of a system for implementing a queuing real-time feedback function in an NGCC according to the present invention. detailed description
- FIG. 1 is a flow chart showing an embodiment of a method for implementing a queuing real-time feedback function in an NGCC according to the present invention.
- this embodiment provides a method for implementing a real-time queuing feedback function in an NGCC, including the following steps: Step 101: Receive call information of the user, and generate a queuing request according to the call information of the user. Step 102: detect a current agent status according to the queuing request, and determine whether there is an idle target agent;
- Step 103 When it is detected that there is no target agent currently idle, calculate current queue data according to current maintenance information in the NGCC and feed back the queuing information to the user.
- the NGCC when the user enters the NGCC and selects to switch to the manual service, the NGCC receives the call information of the user, and generates a queuing request according to the call information of the user, where the queuing request includes: a skill number corresponding to a specific service type, a current session number, and User phone number.
- the NGCC outputs the queue information to the user based on the queue request and the current maintenance information in the NGCC.
- the specific process is:
- the NGCC detects the current agent status according to the queuing request, that is, detects whether there is an idle target agent at present, and when detecting that there is currently a free target agent, selects a target agent for the user, and connects the user to the target agent, so as to be the user.
- the queuing request that is, detects whether there is an idle target agent at present, and when detecting that there is currently a free target agent, selects a target agent for the user, and connects the user to the target agent, so as to be the user.
- the NGCC detects the current agent status according to the queuing request, that is, detects whether there is an idle target agent at present, and when detecting that there is currently a free target agent, selects a target agent for the user, and connects the user to the target agent, so as to be the user.
- Provide call service that is, detects whether there is an idle target agent at present, and when detecting that there is currently a free target agent, selects a target agent for
- the NGCC calculates the current number of target agents and the number of waiting users based on the current maintenance information when the target agent that is not currently available is detected, and the NGCC calculates the queue length of all users according to the current scheduled time.
- the data estimates the waiting time of the user and outputs queuing information to the user. At this time, the user enters the queue waiting state, and the user will hear the queue waiting tone. If a certain target agent is idle during the waiting period, the user who is in front of the queue will be accessed to the agent; if the agent is always busy during the waiting period, The user will queue up timeout, at which point the user will be prompted to busy, whether to continue waiting or hang up.
- the maintenance information includes: an agent data queue, a user waiting queue, statistics of all user queue lengths at the current scheduled time, agent login, checkout, and status change information.
- the queuing information includes: the current number of NGCC target seats (ie how many target seats), the number of users waiting (ie how many users are waiting) and the expected waiting time.
- FIG. 2 is a flow chart of another embodiment of a method for implementing a queuing real-time feedback function in an NGCC of the present invention
- this embodiment proposes a method for implementing real-time queuing feedback function in an NGCC, including the following steps:
- Step 101 Receive call information of the user, and generate a queuing request according to the call information of the user.
- Step 102 detect a current agent status according to the queuing request, and determine whether there is an idle target seat;
- step 1021 When it is detected that there is currently a target agent that is idle, proceed to step 1021; otherwise, enter the step
- Step 1021 selecting a target agent for the user
- Step 1022 locking the target agent selected by the user
- Step 103 When detecting that the target agent is not currently available, calculate current queue data according to current maintenance information in the NGCC and feed back the queuing information to the user;
- the current target agent number and the number of waiting users are calculated according to the current maintenance information, and the waiting time of the user is estimated according to the statistics of all the user queue lengths at the current scheduled time. , and feedback the queuing information to the user.
- Step 104 Update maintenance information and queuing information periodically.
- step 104 the maintenance information and the queuing information are periodically updated, and then the process returns to step 102.
- the NGCC when the user enters the NGCC and selects to switch to the manual service, the NGCC receives the call information of the user, and generates a queuing request according to the call information of the user, where the queuing request includes: a skill number corresponding to a specific service type, a current session number, and User phone number.
- the NGCC outputs the queue information to the user based on the queue request and the current maintenance information in the NGCC.
- the specific process is:
- the NGCC detects the current agent status according to the queuing request, that is, detects whether there is an idle target agent currently, and selects a target seat for the user when detecting that there is currently a free target agent. And access the user to the target agent to provide call services to the user.
- the NGCC calculates the current number of target agents and the number of waiting users based on the current maintenance information when the target agent that is not currently available is detected, and the NGCC calculates the queue length of all users according to the current scheduled time.
- the data estimates the waiting time of the user and outputs queuing information to the user.
- the maintenance information includes: an agent data queue, a user waiting queue, all user queuing time statistics at the current scheduled time, agent login, checkout, and status change information.
- the queuing information includes: the current number of NGCC target seats (ie how many target agents), the number of user waits (ie how many users are waiting), and the expected waiting time.
- the user enters the queue waiting state, and the user will hear the queue waiting tone. If a certain target agent is idle during the waiting period, the user who is in front of the queue will be accessed to the agent; meanwhile, the maintenance information and the queuing information are periodically updated. And output the updated queue information to the user waiting in line. If the agent has been busy during the waiting period, the user will queue for timeout, and the user will be prompted to busy the agent, whether to continue waiting or hang up.
- FIG. 3 is a schematic structural view of an embodiment of a system for implementing a queuing real-time feedback function in an NGCC according to the present invention
- this embodiment provides a system for implementing real-time queuing feedback function in an NGCC, including:
- the CTI Computer Telecommunication Integration
- the CTI module 302 is configured to detect a current agent status according to the queuing request. When detecting a target agent that is not currently idle, calculate the current queuing data according to the current maintenance information in the NGCC and feed back the queuing information to the user.
- the queuing request includes: a skill number corresponding to a specific service type, a current session number, and a user phone number;
- the maintenance information includes: an agent data queue, a user waiting queue, statistics of all user queue durations at current scheduled time, agent login, checkout, and status change information;
- the queuing information includes: the current system target number of seats, the number of users, and the expected waiting time.
- FIG. 4 is a schematic structural view of another embodiment of a system for implementing a queuing real-time feedback function in the NGCC of the present invention.
- this embodiment provides a system for realizing the queuing real-time feedback function in the NGCC, including the call access module 301 in the embodiment shown in FIG. 3 and the CTI module 302 connected to the call access module 301. .
- the call access module 301 specifically includes: a manual service unit. 3011 and queuing information processing unit 3012; wherein:
- the manual service unit 3011 is configured to receive call information of the user, generate a queuing request according to the call information of the user, and send the queuing request to the CTI module 302;
- the queuing information processing unit 3012 is configured to output queuing information to the user, and is also used to connect the user to the target agent.
- the CTI module 302 specifically includes: a route queuing sub-module 3021, an agent state management sub-module 3022, and a real-time feedback sub-module 3023, where:
- the route queuing sub-module 3021 is configured to detect a current agent status, determine whether there is an idle target agent, and select a target agent when detecting that the current target agent is currently idle; the agent status management sub-module 3022 is configured to lock the route.
- the queuing sub-module 3023 is a target agent selected by the user;
- the real-time feedback sub-module 3023 is configured to detect when a target agent that is not currently idle is detected
- the current queuing data is calculated according to the current maintenance information, and the queuing information is fed back to the call access module 301.
- the system further includes:
- the agent module 303 is configured to provide a call service for the user.
- the real-time feedback sub-module 3023 maintains the following data information of the system: the agent data queue, the user waiting queue, and the statistics of all user queue durations of the current predetermined time (for example, scheduled to be 5 minutes).
- the route queuing sub-module 3023 notifies the information of the agent of the real-time feedback sub-module 3023 when the agent logs in, checks out, and changes the status; when the user waits in the queue, notifies the real-time feedback sub-module 3023 about the information that the user waits; the user queues up (including the queuing success)
- the real-time feedback sub-module 3023 is notified about the user's queue duration.
- the real-time feedback sub-module 3023 records the respective resource load information of each waiting user based on the data information (the number of target seats and the number of users ranked in front of them).
- the call access module 301 generates a queuing request when the user selects to switch to the human service, and sends the queue request to the CTI module 302.
- the queuing request information includes: a skill number (corresponding to a specific service type), a current session number DialogID, and a user telephone number.
- the route queuing sub-module 3023 of the CTI module 302 After receiving the queuing request, the route queuing sub-module 3023 of the CTI module 302 detects the currently idle agent, that is, the agent that meets the skill required by the user, and if the target agent is currently idle, notifies the agent state management sub-module 3022 of the lock. The target agent accesses the target agent through the call access module 301 to provide a call service for the user. If the idle target agent is not detected, the real-time feedback sub-module 3023 is notified of the user's queue waiting information.
- the real-time feedback sub-module 3023 After receiving the queuing waiting information of the user sent by the routing queuing sub-module 3023, the real-time feedback sub-module 3023 calculates the number of target agents currently having the skill and the number of waiting users according to the maintained agent queue and the user waiting queue. And estimating the waiting time of the user according to the maintained user queue length data (for example, taking the average queue length of all users, if it is 0, taking the default value of 30 seconds), and sending the call access module 301 to the call access module 301.
- the queue information will be output to the user, that is, the user is prompted: How many seats are in the current system, how many users are waiting, etc. Wait, expected waiting time, etc.
- the real-time feedback sub-module 3023 is timed (time configurable, for example, 5 seconds) to detect resource load information of each waiting user (the number of agents having skills and the number of users ranked in front of them), if the resource load information of the user occurs
- the change is sent to the call access module 301 along with the calculated queued prediction duration.
- the above queuing information is fed back to the user by the call access module 301, so that the user can obtain the queuing information in real time.
- FIG. 6 is a schematic structural diagram of a real-time feedback sub-module in another embodiment of the system for implementing the queuing real-time feedback function in the NGCC of the present invention.
- the real-time feedback sub-module 3023 specifically includes:
- the calculation and feedback unit 30211 is configured to calculate current queuing data according to current maintenance information when detecting a target agent that is not currently idle, and feed back queuing information to the call access module 301.
- the data maintenance unit 30212 is configured to periodically update the maintenance information and the queuing information.
- the calculation and feedback unit 30211 calculates the current number of target agents and the number of waiting users according to the current maintenance information, and statistics of all user queue lengths according to the current predetermined time.
- the data estimates the waiting time of the user, and feeds back the queuing information to the call access module 301, and the call access module 301 outputs the queuing information to the user.
- the data maintenance unit 30212 periodically updates the agent data queue, the user waiting queue, the statistics of all user queue duration statistics, the agent login, the checkout, and the status change at the current scheduled time, and updates the current NGCC target.
- the number of seats is the number of target agents, the number of users waiting, that is, how many users are waiting and the expected waiting time and other queue information.
- the agent A1 logs in and displays busy.
- the user U1 initiates the transfer of the manual service, and the transfer manual service unit 3011 of the call access module 301 initiates a queuing request to the CTI module 302, and the session number DialogID is 100; the route queuing sub-module 3023 of the CTI module 302 cannot find the idle skill.
- the agent of 1 puts the user U1 into the waiting queue, and notifies the real-time feedback sub-module 3023 of the user queuing information.
- the calculation and feedback unit 30211 of the real-time feedback sub-module 3023 calculates the data: the number of agents currently having skill 1 is 1, the number of queued users on skill 1 is 0, and the waiting time is expected to be 30 seconds (queuing within the first 5 minutes) The average waiting time of the user is 0, and the default value is 30 seconds;); and the result is sent to the call access module 301;
- the queuing information processing unit 3012 of the call access module 301 feeds back information to the user U1.
- the user U1 hears the prompt tone "The system is busy, the number of agents is 1, and there are 0 users in front of the queue, and the expected waiting time is 30 seconds.” The user chooses to continue waiting.
- the real-time feedback sub-module 3023's calculation and feedback unit 30211 periodically detects the currently waiting users Ul, U2. Since the queuing information does not change, the user is not repeatedly notified.
- the agent A1 shows idle.
- the route queuing sub-module 3023 of the CTI module 302 is the agent, and the user U1 is arranged, and the real-time feedback sub-module 3023 is notified of the end-of-line information.
- the data maintenance unit 30212 of the real-time feedback sub-module 3023 updates the user waiting queue and queuing time data.
- the calculation and feedback unit 30211 of the real-time feedback sub-module 3023 periodically detects the currently waiting user U2, and obtains the data: the number of agents currently having skill 1 is 1, and the number of queued users on skill 1 is 0, expecting to wait The duration is 8 seconds. Because the queuing information changes, the current queuing information is sent to the queuing information processing unit 3012 in the call access module 301, and queued. The information processing unit 3012 feeds back the queuing information to the user U2. User U2 hears the prompt again "The system is busy, the number of agents is 1, and there are 0 users queued in front, and the waiting time is expected to be 8 seconds.”
- Real-time feedback sub-module 3023 calculation and feedback unit 30211 timing detection (can be detected in 5 seconds).
- the route queuing sub-module 3023 of the CTI module 302 is the user U2 for the agent A1, and notifies the real-time feedback sub-module 3023 of the user queuing end information.
- the data maintenance unit 30212 of the real-time feedback sub-module 3023 updates the user wait queue and queue duration data. The process loops thereafter.
- the system and the method for adding the queuing real-time feedback mechanism can notify the queuing user of the queuing information in real time, so that the user can know the location of the waiting, the system resources, the expected waiting time and the like, so as to decide whether to wait any longer.
- the system can effectively improve the transfer rate and the user satisfaction with the customer service system, and has obvious economic and social benefits.
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Description
NGCC中实现排队实时反馈功能的方法及*** 技术领域
本发明涉及通讯技术领域, 尤其涉及一种 NGCC ( New Generation Call Center, 下一代呼叫中心或新一代呼叫中心)中实现排队实时反馈功能的方 法及***。 背景技术
NGCC是建立在电信现有 NGN网络(Next Generation Network, 下一 代网络) 的基础之上的, 其核心思想是利用 NGN网络的交换及控制技术, 将呼叫承载层和业务层分离。 NGCC 又称为客服***, 是用于向用户提供 电话、 传真、 电子邮件等多种接入手段的信息***, 主要用来处理用户对 企业提出的要求、 质疑、 投诉、 建议以及咨询, 如电信业中的 1860以及金 融业中的 95555等。 NGCC的核心功能就是为用户查找合适的话务员 (座 席)、 管理座席的状态及实现各种呼叫操作(例如: 保持、 咨询、 会议以及 单步转等操作 ) , 以满足用户和座席顺利完成沟通的各种需求。
在 NGCC中, 当用户选择转人工服务时, 如果当前具有该服务技能的 座席全忙, 用户会进入排队等待状态, 此时用户会听到排队等待音, 在等 待期间如果有某个座席空闲, 则排在队列前面的用户会被接入座席; 如果 等待期间座席一直全忙, 则用户会排队超时, 此时用户会被提示座席忙, 是否继续等待或挂机。
现有技术中, 根据客服***应用统计数据表明, 用户在等待期间, 由 于不清楚***的排队情况, 不知道要等待多长时间, 在盲目等待一段时间 后用户往往会逐渐失去耐心, 然后选择挂机, 导致转人工接入率和用户的 满意度降低。
发明内容
本发明的主要目的在于提供一种 NGCC中实现排队实时反馈功能的方 法及***, 可以使用户在等待期间能实时获取***当前的排队信息, 提高 用户对客服***的满意度。
本发明提出一种下一代呼叫中心 NGCC中实现排队实时反馈功能的方 法, 包括以下步骤:
接收用户的呼叫信息, 并根据用户的呼叫信息生成排队请求; 根据所述排队请求检测当前座席状态, 判断是否有空闲的目标座席; 当检测到当前没有空闲的目标座席时, 根据 NGCC中的当前维护信息 计算当前排队数据并反馈排队信息给用户。
优选地, 所述排队请求包括: 对应具体业务类型的技能号、 当前的会 话号以及用户电话号码;
所述维护信息包括: 座席数据队列、 用户等待队列、 当前预定时间的 所有用户排队时长统计数据、 座席登录、 签出以及状态改变信息;
所述排队信息包括: 当前 NGCC 目标座席数目、 用户等待数目以及预 计的等待时长。
优选地, 该方法还包括: 根据排队请求检测当前座席状态, 检测到当 前有空闲的目标座席时, 为用户选择一个目标座席并锁定该目标座席。
优选地, 所述当检测到当前没有空闲的目标座席时, 根据 NGCC中的 当前维护信息计算当前排队数据并反馈排队信息给用户之后还包括:
定时更新所述维护信息及排队信息。
本发明提出一种 NGCC中实现排队实时反馈功能的***, 包括: 呼叫 接入模块以及与呼叫接入模块连接的 CTI模块, 其中,
所述呼叫接入模块包括转人工服务单元, 用于接收用户的呼叫信息, 根据用户的呼叫信息生成排队请求, 并将排队请求发送给所述 CTI模块;
所述 CTI模块, 用于根据排队请求检测当前座席状态, 判断是否有空 闲的目标座席; 当检测到当前没有空闲的目标座席时, 根据 NGCC中的当 前维护信息计算当前排队数据并反馈排队信息给用户。
优选地, 所述人工服务单元生成的排队请求包括: 对应具体业务类型 的技能号、 当前的会话号以及用户电话号码;
所述 CTI模块根据 NGCC中的当前维护信息计算当前排队数据为: 所 述 CTI模块根据座席数据队列、 用户等待队列、 当前预定时间的所有用户 排队时长统计数据、 座席登录、 签出以及状态改变信息计算当前排队数据;
CTI模块反馈给用户的排队信息包括: 当前 NGCC 目标座席数目、 用 户等待数目以及预计的等待时长。
所述 CTI模块具体包括: 路由排队子模块、 座席状态管理子模块、 实 时反馈子模块; 其中,
路由排队子模块, 用于检测当前座席状态, 判断是否有空闲的目标座 席, 当检测到当前有空闲的目标座席时, 为用户选择一个目标座席;
座席状态管理子模块, 用于锁定路由排队子模块为用户选择的目标座 席;
实时反馈子模块, 其包括计算及反馈单元, 用于当检测到当前没有空 闲的目标座席时, 根据 NGCC中的当前维护信息计算当前排队数据并反馈 排队信息给用户。
优选地, 所述呼叫接入模块还包括:
排队信息处理单元, 用于向用户输出排队信息; 以及将用户接入目标 座席。
优选地, 该***还包括:
座席模块, 用于为用户提供呼叫服务。
优选地, 所述实时反馈子模块还包括:
数据维护单元, 用于定时更新所述维护信息及排队信息。
本发明通过增加实时反馈机制使得用户在等待期间能实时获取***当 前的排队信息, 根据提供的排队信息决定继续等待或者放弃, 从而能够有 效提高转人工接入率及用户对客服***的满意度。 附图说明
图 1是本发明 NGCC中实现排队实时反馈功能的方法一实施例流程示 意图;
图 2是本发明 NGCC中实现排队实时反馈功能的方法另一实施例流程 示意图;
图 3是本发明 NGCC中实现排队实时反馈功能的***一实施例结构示 意图;
图 4是本发明 NGCC中实现排队实时反馈功能的***另一实施例结构 示意图;
图 5是本发明 NGCC中实现排队实时反馈功能的***另一实施例中呼 叫接入模块的结构示意图;
图 6是本发明 NGCC中实现排队实时反馈功能的***另一实施例中实 时反馈子模块的结构示意图。 具体实施方式
为了使本发明的技术方案更加清楚、 明了, 下面将结合附图作进一步 详述:
图 1示出了本发明 NGCC中实现排队实时反馈功能的方法一实施例流 程示意图。
如图 1所示, 本实施例提出一种 NGCC中实现排队实时反馈功能的方 法, 包括以下步骤:
步骤 101 ,接收用户的呼叫信息,并根据用户的呼叫信息生成排队请求; 步骤 102,根据排队请求检测当前座席状态, 判断是否有空闲的目标座 席;
步骤 103 , 当检测到当前没有空闲的目标座席时, 根据 NGCC中的当 前维护信息计算当前排队数据并反馈排队信息给用户。
上述步骤中, 当用户进入 NGCC并选择转人工服务时, NGCC接收用 户的呼叫信息, 并根据用户的呼叫信息生成排队请求, 该排队请求包括: 对应具体业务类型的技能号、 当前的会话号以及用户电话号码。
之后, NGCC根据排队请求和 NGCC中的当前维护信息向用户输出排 队信息。 其具体过程为:
首先, NGCC 根据排队请求检测当前座席状态, 即检测当前是否有空 闲目标座席, 当检测到当前有空闲的目标座席时, 为用户选择一个目标座 席, 并将用户接入该目标座席, 以便为用户提供呼叫服务。
当检测到当前没有空闲的目标座席即具有服务用户的技能座席全忙 时, NGCC根据当前维护信息计算出当前目标座席的个数和等待的用户个 数, 根据当前预定时间的所有用户排队时长统计数据估算该用户的等待时 长, 并向用户输出排队信息。 此时, 用户进入排队等待状态, 用户会听到 排队等待音, 在等待期间如果有某个目标座席空闲, 则排在队列前面的用 户会被接入座席; 如果等待期间座席一直全忙, 则用户会排队超时, 此时 用户会被提示座席忙, 是否继续等待或挂机。
本实施例中, 维护信息包括: 座席数据队列、 用户等待队列、 当前预 定时间的所有用户排队时长统计数据、 座席登录、 签出以及状态改变信息。
排队信息包括: 当前 NGCC目标座席数目 (即有多少个目标座席)、 用 户等待数目 (即有多少个用户在等待) 以及预计的等待时长。
图 2是本发明 NGCC中实现排队实时反馈功能的方法另一实施例流程
示意图;
如图 2所示, 本实施例提出一种 NGCC中实现排队实时反馈功能的方 法, 包括以下步骤:
步骤 101 ,接收用户的呼叫信息,并根据用户的呼叫信息生成排队请求; 步骤 102,根据排队请求检测当前座席状态, 判断是否有空闲的目标座 席;
当检测到当前有空闲的目标座席时, 进入步骤 1021 ; 否则, 进入步骤
103;
步骤 1021 , 为用户选择一个目标座席;
步骤 1022, 锁定为用户选择的目标座席;
步骤 103 , 当检测到当前没有空闲的目标座席时, 根据 NGCC中的当 前维护信息计算当前排队数据并反馈排队信息给用户;
本步骤中, 检测到当前没有空闲的目标座席时, 根据当前维护信息计 算出当前目标座席的个数和等待的用户个数, 根据当前预定时间的所有用 户排队时长统计数据估算该用户的等待时长, 并反馈排队信息给用户。
步骤 104, 定时更新维护信息及排队信息。
本实施例中, 在执行完步骤 104, 定时更新维护信息及排队信息之后返 回步骤 102。
上述步骤中, 当用户进入 NGCC并选择转人工服务时, NGCC接收用 户的呼叫信息, 并根据用户的呼叫信息生成排队请求, 该排队请求包括: 对应具体业务类型的技能号、 当前的会话号以及用户电话号码。
之后, NGCC根据排队请求和 NGCC中的当前维护信息向用户输出排 队信息。 其具体过程为:
首先, NGCC 根据排队请求检测当前座席状态, 即检测当前是否有空 闲目标座席, 当检测到当前有空闲的目标座席时, 为用户选择一个目标座
席, 并将用户接入该目标座席, 以便为用户提供呼叫服务。
当检测到当前没有空闲的目标座席即具有服务用户的技能座席全忙 时, NGCC根据当前维护信息计算出当前目标座席的个数和等待的用户个 数, 根据当前预定时间的所有用户排队时长统计数据估算该用户的等待时 长, 并向用户输出排队信息。 本实施例中, 维护信息包括: 座席数据队列、 用户等待队列、 当前预定时间的所有用户排队时长统计数据、 座席登录、 签出以及状态改变信息。 排队信息包括: 当前 NGCC 目标座席的数目 (即 有多少个目标座席)、 用户等待数目 (即有多少个用户在等待) 以及预计的 等待时长。
此时, 用户进入排队等待状态, 用户会听到排队等待音, 在等待期间 如果有某个目标座席空闲, 则排在队列前面的用户会被接入座席; 同时, 定时更新维护信息及排队信息, 并将更新后的排队信息向排队等待的用户 输出。 如果等待期间座席一直全忙, 则用户会排队超时, 此时用户会被提 示座席忙, 是否继续等待或挂机。
图 3是本发明 NGCC中实现排队实时反馈功能的***一实施例结构示 意图;
如图 3所示, 本实施例提出一种 NGCC中实现排队实时反馈功能的系 统, 包括:
呼叫接入模块 301 以及与呼叫接入模块 301 连接的 CTI ( Computer Telecommunicationlntegration , 计算机电信集成)模块 302, 其中, 呼叫接 入模块 301 包括转人工服务单元 3011 , 用于接收用户的呼叫信息, 根据用 户的呼叫信息生成排队请求, 并将排队请求发送给 CTI模块 302;
CTI模块 302, 用于根据排队请求检测当前座席状态, 当检测到当前没 有空闲的目标座席时, 根据 NGCC中的当前维护信息计算当前排队数据并 反馈排队信息给用户。
本实施例中, 排队请求包括: 对应具体业务类型的技能号、 当前的会 话号以及用户电话号码;
所述维护信息包括: 座席数据队列、 用户等待队列、 当前预定时间的 所有用户排队时长统计数据、 座席登录、 签出以及状态改变信息;
所述排队信息包括: 当前***目标座席数目、 用户等数目待以及预计 的等待时长。
图 4是本发明 NGCC中实现排队实时反馈功能的***另一实施例结构 示意图。
如图 4所示, 本实施例提出一种 NGCC中实现排队实时反馈功能的系 统, 包括上述图 3所示的实施例中的呼叫接入模块 301 以及与呼叫接入模 块 301连接的 CTI模块 302。
图 5是本发明 NGCC中实现排队实时反馈功能的***另一实施例中呼 叫接入模块的结构示意图, 如图 5 所示, 本实施例中, 呼叫接入模块 301 具体包括: 转人工服务单元 3011以及排队信息处理单元 3012; 其中:
转人工服务单元 3011 , 用于接收用户的呼叫信息, 根据用户的呼叫信 息生成排队请求, 并将排队请求发送给 CTI模块 302;
排队信息处理单元 3012, 用于向用户输出排队信息, 以及还用于将用 户接入目标座席。
如图 4所示, 本实施例中, CTI模块 302具体包括: 路由排队子模块 3021、 座席状态管理子模块 3022以及实时反馈子模块 3023 , 其中:
路由排队子模块 3021 , 用于检测当前座席状态, 判断是否有空闲的目 标座席, 当检测到当前有空闲的目标座席时, 为用户选择一个目标座席; 座席状态管理子模块 3022,用于锁定路由排队子模块 3023为用户选择 的目标座席;
实时反馈子模块 3023 , 用于当检测到当前没有空闲的目标座席时, 根
据当前维护信息计算当前排队数据, 并向呼叫接入模块 301反馈排队信息。 本实施例中, 该***还包括:
座席模块 303 , 用于为用户提供呼叫服务。
在本实施例中, 实时反馈子模块 3023维护本***的如下数据信息: 座 席数据队列、 用户等待队列、 当前预定时间 (比如预定为 5分钟) 的所有 用户排队时长统计数据。 路由排队子模块 3023在座席登录、 签出、 状态改 变时通知实时反馈子模块 3023座席的信息; 在用户排队等待时, 通知实时 反馈子模块 3023关于用户等待的信息; 用户排队结束(包括排队成功、 排 队取消、排队超时)时通知实时反馈子模块 3023关于用户排队时长的信息。 实时反馈子模块 3023根据这些数据信息记录每个等待用户各自的资源负载 信息 (目标座席个数及排在其前面的用户个数)。
呼叫接入模块 301 在用户选择转人工服务时生成排队请求, 并将该排 队请求发送给 CTI模块 302。排队请求信息包括: 技能号(对应具体业务类 型)、 当前的会话号 DialogID以及用户电话号码等。
CTI模块 302的路由排队子模块 3023收到排队请求后, 检测当前空闲 的具有符合用户所需技能的座席即目标座席, 如果检测到当前有空闲的目 标座席, 则通知座席状态管理子模块 3022锁定此目标座席, 并通过呼叫接 入模块 301 将用户接入目标座席, 以便为用户提供呼叫服务。 如果没有检 测到空闲的目标座席,则通知实时反馈子模块 3023该用户的排队等待信息。
实时反馈子模块 3023收到路由排队子模块 3023发送的用户的排队等 待信息后, 根据所维护的座席队列和用户等待队列计算出当前具有该技能 的目标座席个数和等待的用户个数, 同时, 根据所维护的用户排队时长数 据估算出该用户的等待时长(比如取所有用户的平均排队时长, 如果为 0 则取默认值 30秒),发送给呼叫接入模块 301 , 呼叫接入模块 301则会向用 户输出排队信息, 即提示用户: 当前***有多少个座席, 多少个用户在等
待, 预计的等待时长等。
实时反馈子模块 3023定时(时间可配置, 比如 5秒 )检测各等待用户 的资源负载信息(具有技能的座席个数及排在其前面的用户个数), 如果该 用户的资源负载信息发生了变化, 则连同计算的排队预测时长一起发送给 呼叫接入模块 301。 由呼叫接入模块 301将上述排队信息反馈给用户,使得 用户能够实时获取排队信息。
图 6是本发明 NGCC中实现排队实时反馈功能的***另一实施例中实 时反馈子模块的结构示意图, 如图 6所示, 本实施例中, 实时反馈子模块 3023具体包括:
计算及反馈单元 30211 , 用于当检测到当前没有空闲的目标座席时, 根 据当前维护信息计算当前排队数据, 并向呼叫接入模块 301反馈排队信息。
数据维护单元 30212 , 用于定时更新维护信息及排队信息。
本实施例中, 当检测到当前没有空闲的目标座席时, 计算及反馈单元 30211根据当前维护信息计算出当前目标座席的个数和等待的用户个数,根 据当前预定时间的所有用户排队时长统计数据估算该用户的等待时长, 并 向呼叫接入模块 301反馈排队信息, 由呼叫接入模块 301向用户输出排队 信息。
当当前座席状态发生改变时, 数据维护单元 30212定时更新座席数据 队列、 用户等待队列、 当前预定时间的所有用户排队时长统计数据、 座席 登录、 签出以及状态改变等维护信息, 以及更新当前 NGCC 目标座席数目 即有多少个目标座席、 用户等待数目即有多少个用户在等待以及预计的等 待时长等排队信息。
下面具体介绍本实施例 NGCC中实现排队实时反馈功能的***的工作 过程:
1、 座席 A1登录并示忙, 具有技能 1 , CTI模块 302的路由排队子模块
3023通知实时反馈子模块 3023座席信息, 实时反馈子模块 3023的数据维 护单元 30212更新座席数据队列信息;
2、用户 U1发起转人工服务,呼叫接入模块 301的转人工服务单元 3011 向 CTI模块 302发起排队请求, 会话号 DialogID为 100; CTI模块 302的 路由排队子模块 3023找不到空闲的具有技能 1的座席, 将用户 U1放入等 待队列, 并通知实时反馈子模块 3023用户排队信息。
3、 实时反馈子模块 3023的计算及反馈单元 30211计算得到数据: 当 前具有技能 1的座席个数为 1 , 技能 1上的排队用户数为 0, 预计等待时长 为 30秒(前 5分钟内排队用户的平均等待时长为 0, 取默认值 30秒;); 并 将结果送给呼叫接入模块 301 ;
4、 呼叫接入模块 301的排队信息处理单元 3012反馈信息给用户 U1 , 用户 U1听到提示音 "***忙, 座席个数为 1 , 前面有 0个用户排队, 预计 等待时长 30秒", 假设用户选择继续等待。
5、 3秒后用户 U2发起转人工服务, 并进入排队等待, 同理用户 U2听 到提示音 "***忙, 座席个数为 1 , 前面有 1 个用户排队, 预计等待时长
30秒", 参见上述流程。
6、 5秒后实时反馈子模块 3023的计算及反馈单元 30211定时检测当前 等待的用户 Ul、 U2, 由于排队信息没有发生变化, 所以不重复通知用户。
7、 8秒后座席 A1示闲, CTI模块 302的路由排队子模块 3023为座席 排上用户 U1 , 并通知实时反馈子模块 3023用户排队结束信息。 实时反馈 子模块 3023的数据维护单元 30212更新用户等待队列和排队时长数据。
8、 10秒后实时反馈子模块 3023的计算及反馈单元 30211定时检测当 前等待的用户 U2 , 得到数据: 当前具有技能 1的座席个数为 1 , 技能 1上 的排队用户数为 0, 预计等待时长为 8秒, 由于排队信息发生变化, 所以将 当前排队信息发送给呼叫接入模块 301中的排队信息处理单元 3012 , 排队
信息处理单元 3012将此排队信息反馈给用户 U2。用户 U2再次听到提示音 "***忙, 座席个数为 1 , 前面有 0个用户排队, 预计等待时长 8秒"。
9、 实时反馈子模块 3023的计算及反馈单元 30211定时检测 (可以定 时 5秒检测)。
10、 24秒后座席 A1和用户 U1通话完毕并空闲, CTI模块 302的路由 排队子模块 3023为座席 A1排上用户 U2, 并通知实时反馈子模块 3023用 户排队结束信息。 实时反馈子模块 3023的数据维护单元 30212更新用户等 待队列和排队时长数据。 此后流程循环。
本发明实施例通过加入排队实时反馈机制的***及方法能够实时通知 排队等待用户各自的排队信息, 使得用户对自己等待的位置、 ***资源、 预计等待时长等信息心中有数, 从而决定是否再等待下去, 该***能有效 提高转人工接入率及用户对客服***的满意度, 具有明显的经济效益和社 会效益。
以上所述仅为本发明的优选实施例, 并非因此限制本发明的专利范围, 凡是利用本发明说明书及附图内容所作的等效结构或流程变换, 或直接或 间接运用在其他相关的技术领域, 均同理包括在本发明的专利保护范围内。
Claims
1、一种下一代呼叫中心 NGCC中实现排队实时反馈功能的方法, 其特 征在于, 该方法包括:
接收用户的呼叫信息, 并根据用户的呼叫信息生成排队请求; 根据所述排队请求检测当前座席状态, 判断是否有空闲的目标座席; 当检测到当前没有空闲的目标座席时, 根据 NGCC中的当前维护信息 计算当前排队数据并反馈排队信息给用户。
2、根据权利要求 1所述的 NGCC中实现排队实时反馈功能的方法, 其 特征在于,
所述排队请求包括: 对应具体业务类型的技能号、 当前的会话号以及 用户电话号码;
所述维护信息包括: 座席数据队列、 用户等待队列、 当前预定时间的 所有用户排队时长统计数据、 座席登录、 签出以及状态改变信息;
所述排队信息包括: 当前 NGCC 目标座席数目、 用户等待数目以及预 计的等待时长。
3、根据权利要求 1或 2所述的 NGCC中实现排队实时反馈功能的方法, 其特征在于, 该方法还包括: 根据排队请求检测当前座席状态, 检测到当 前有空闲的目标座席时, 为用户选择一个目标座席并锁定该目标座席。
4、根据权利要求 3所述的 NGCC中实现排队实时反馈功能的方法, 其 特征在于, 所述当检测到当前没有空闲的目标座席时, 根据 NGCC中的当 前维护信息计算当前排队数据并反馈排队信息给用户之后还包括:
定时更新所述维护信息及排队信息。
5、 一种 NGCC中实现排队实时反馈功能的***, 其特征在于, 该*** 包括: 呼叫接入模块以及与呼叫接入模块连接的 CTI模块, 其中,
所述呼叫接入模块包括转人工服务单元, 用于接收用户的呼叫信息, 根据用户的呼叫信息生成排队请求, 并将排队请求发送给所述 CTI模块; 所述 CTI模块, 用于根据排队请求检测当前座席状态, 判断是否有空 闲的目标座席; 当检测到当前没有空闲的目标座席时, 根据 NGCC中的当 前维护信息计算当前排队数据并反馈排队信息给用户。
6、根据权利要求 5所述的 NGCC中实现排队实时反馈功能的***, 其 特征在于,
所述人工服务单元生成的排队请求包括: 对应具体业务类型的技能号、 当前的会话号以及用户电话号码;
所述 CTI模块根据 NGCC中的当前维护信息计算当前排队数据为: 所 述 CTI模块根据座席数据队列、 用户等待队列、 当前预定时间的所有用户 排队时长统计数据、 座席登录、 签出以及状态改变信息计算当前排队数据;
CTI模块反馈给用户的排队信息包括: 当前 NGCC 目标座席数目、 用 户等待数目以及预计的等待时长。
7、根据权利要求 5或 6所述的 NGCC中实现排队实时反馈功能的***, 其特征在于, 所述 CTI模块具体包括: 路由排队子模块、 座席状态管理子 模块、 实时反馈子模块; 其中,
所述路由排队子模块, 用于检测当前座席状态, 判断是否有空闲的目 标座席, 当检测到当前有空闲的目标座席时, 为用户选择一个目标座席; 所述座席状态管理子模块, 用于锁定路由排队子模块为用户选择的目 标座席;
所述实时反馈子模块, 其包括计算及反馈单元, 用于当检测到当前没 有空闲的目标座席时, 根据 NGCC中的当前维护信息计算当前排队数据并 反馈排队信息给用户。
8、根据权利要求 7所述的 NGCC中实现排队实时反馈功能的***, 其 特征在于, 所述呼叫接入模块还包括排队信息处理单元, 用于向用户输出 排队信息; 以及将用户接入目标座席。
9、根据权利要求 8所述的 NGCC中实现排队实时反馈功能的***, 其 特征在于, 该***还包括座席模块, 用于为用户提供呼叫服务。
10、 根据权利要求 8所述的 NGCC中实现排队实时反馈功能的***, 其特征在于, 所述实时反馈子模块还包括数据维护单元, 用于定时更新所 述维护信息及排队信息。
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CN106375614A (zh) * | 2015-07-20 | 2017-02-01 | 阿里巴巴集团控股有限公司 | 一种呼叫中心业务处理方法及装置 |
CN106372736A (zh) * | 2016-08-31 | 2017-02-01 | 单青 | 在线洗车排队*** |
CN110175491B (zh) * | 2018-11-13 | 2022-03-01 | 广东小天才科技有限公司 | 一种排队编号生成方法及可穿戴设备 |
CN110493481A (zh) * | 2019-08-19 | 2019-11-22 | 福建工程学院 | 一种顾客服务呼叫中心的排队优化方法及装置 |
CN110677473B (zh) * | 2019-09-25 | 2021-11-12 | 腾讯科技(深圳)有限公司 | 信息处理方法、装置、介质及电子设备 |
CN111988478A (zh) * | 2020-09-02 | 2020-11-24 | 深圳壹账通智能科技有限公司 | 一种呼入管理方法、装置、服务器及存储介质 |
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