WO2019037196A1 - Procédé et dispositif d'attribution de tâche, et support d'informations lisible par ordinateur - Google Patents

Procédé et dispositif d'attribution de tâche, et support d'informations lisible par ordinateur Download PDF

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Publication number
WO2019037196A1
WO2019037196A1 PCT/CN2017/104066 CN2017104066W WO2019037196A1 WO 2019037196 A1 WO2019037196 A1 WO 2019037196A1 CN 2017104066 W CN2017104066 W CN 2017104066W WO 2019037196 A1 WO2019037196 A1 WO 2019037196A1
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Prior art keywords
task
agent
processed
processor
task assignment
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PCT/CN2017/104066
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English (en)
Chinese (zh)
Inventor
王瑞阳
刘开华
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平安科技（深圳）有限公司
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Publication of WO2019037196A1 publication Critical patent/WO2019037196A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/40—Business processes related to the transportation industry
    • 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

Definitions

  • Task assignment method device and computer readable storage medium
  • the present invention relates to the field of task processing, and in particular, to a task allocation method, apparatus, and computer readable storage medium.
  • the call center agent is not fixed to the full-time staff in the office, that is, the mobile service providing call service is more and more common, and the call center also undertakes the task for the agent because the different types of the task of the different agent tasks are different. Assigned jobs.
  • the existing call center performs task assignment to the agent, it acquires the type of the task to be processed. If the securities business is the type of service expiring or the expiration of the wealth management coupon, the task assignment is required. In the process of task assignment, there are technical problems that are difficult to assign tasks, low in efficiency, and time-consuming and labor-intensive.
  • the main object of the present invention is to provide a task allocation method, device and computer readable storage medium, which aim to solve the technical problem that the existing call center has high task assignment difficulty, low efficiency, time-consuming and labor-intensive.
  • the present invention provides a task assignment method, the task assignment method comprising:
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent includes:
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the task processing status information of the agent within the preset time, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent preset time, and sending the to-be-processed task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent step comprises:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the determining, according to the contact rule, whether to generate a new task step to be processed based on the processed task includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the present invention further provides a task distribution apparatus, the task distribution apparatus comprising: a memory, a processor, a communication bus, and a task assignment program stored on the memory,
  • the communication bus is used to implement a communication connection between the processor and the memory
  • the processor is configured to execute the task allocation program to implement the following steps:
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent includes:
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the task processing status information of the agent within the preset time, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent preset time, and sending the to-be-processed task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent step comprises:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the determining, according to the contact rule, whether to generate a new task step to be processed based on the processed task includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the present invention also provides a computer readable storage medium storing one or more programs, the one or more programs being configurable by one or more processors Execute for:
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time; generates the agent configuration condition of the task to be processed according to the scene attribute and the category attribute of the to-be-processed task; and matches the agent according to the agent configuration condition of the task to be processed And send the pending task to the matching agent.
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time by using the task distribution software or the plug-in, and can accurately generate the agent configuration condition of the task to be processed based on the scene attribute and the category attribute, and based on the agent configuration condition, Sending the task to be processed to the matching agent instead of manually assigning the task, thus solving the problem that the existing call center needs to be manually assigned.
  • the task assignment is difficult, and the efficiency is low and time-consuming. Technical problems of force.
  • FIG. 1 is a schematic flow chart of a first embodiment of a task assignment method according to the present invention
  • FIG. 2 is a schematic flowchart of a second embodiment of a task assignment method according to the present invention.
  • FIG. 3 is a schematic structural diagram of a device in a hardware operating environment involved in a method according to an embodiment of the present invention
  • FIG. 4 is a schematic diagram of a scenario of an embodiment of the present invention.
  • the present invention provides a task assignment method.
  • the task assignment method includes:
  • Step S10 Obtain a scene attribute and a category attribute of a task to be processed in a preset time
  • the software or the plug-in obtains the scene attribute and the category attribute of the task to be processed in the preset time.
  • the software or the plug-in may be a task assistant.
  • the following embodiment takes the task assistant as an example for detailed description, as shown in FIG. 4 .
  • the to-be-processed task is sent to the task assistant through the enterprise sales system, and the preset time period is generally one day.
  • the to-be-processed task is generally a pending securities business, or an insurance service to be processed, and the pending task includes an agreed-upon pending service.
  • the processed task, the agreed pending task is a service that is uploaded to the task assistant through the enterprise sales system before the processing according to the contact rule, and the pending task that meets the contact rule refers to the previous agent record in the task assistant.
  • the task that needs to be processed according to the contact rule is described in the specific embodiment. If the a-type equity expiration service passes the reminder, it needs to contact the user seat again within 3 days of the preset cycle time period. The preset period of time is 3 days, which is the contact rule of the pending service, except for the agreed pending
  • the task to be processed also includes a real-time task or a task to be firstly dialed, and the real-time task or the task to be firstly dialed may not need to comply with the contact rule.
  • the scene attribute includes the scene rule of the task to be processed, and the scene rule includes the service line type of the task to be processed, and if the pending task is a pending security, the to-be-processed Whether the security is an event reminder or a product online reminder or a customer care, in addition, the scene rule also includes the task upper limit of the task corresponding to the task of the scene rule, and after the scene attribute of the task to be processed is determined, the category attribute of the task to be processed is obtained.
  • the event reminder may include a category expiration reminder, a large redemption reminder, and the like
  • the scene attribute of the to-be-processed task is the product online reminder
  • the product online reminder includes the activity. On-line reminders and new product online reminders and other category attributes.
  • Step S20 Generate an agent configuration condition of the task to be processed according to the scene attribute and the category attribute of the to-be-processed task;
  • the agent configuration condition includes the agent condition and the agent tool condition
  • the first agent configuration condition is first generated according to the scene attribute, so as to select the first type of agent who selects the full-time task corresponding to the scene attribute type from all the agents.
  • the second agent configuration condition is generated according to the category attribute, so as to select a second type of agent who selects the full-time job corresponding to the type of the attribute type from the first type of agent, in the seat attendant
  • the agent tool is also selected based on the scene attribute and the category attribute for determining the agent's agent service processing.
  • the process of selecting the agent tool based on the scene attribute and the category attribute for determining the seat agent's agent service includes: obtaining a matching agent tool based on the scene attribute and the category attribute, and sending the corresponding communication method corresponding to the agent tool to the corresponding Agent.
  • the agent tool is different, and is described in the specific embodiment.
  • the agent matching tool may be a phone or an email, etc., when the scene attribute of the task to be processed is the product expiration, and the task product to be processed expires.
  • the task assignment system allocates the corresponding agent service based on the determined agent and the determined agent tool.
  • step S30 the agent is matched according to the agent configuration condition of the task to be processed, and the task to be processed is sent to the matching agent.
  • matching the agent according to the agent configuration condition of the task to be processed, and sending the pending task to the matching agent includes:
  • Step S31 Obtain task processing state information within a preset time of the agent, and obtain a priority order of the task to be processed;
  • the task processing status information of the determined agent and the priority order of the pending task are obtained, and the task processing status information includes the unprocessed task quantity.
  • the priority order of the pending tasks includes the chronological order in which the pending tasks arrive at the determined agent.
  • Step S32 Match the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent within the preset time, and send the to-be-processed task to the matching agent.
  • the matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent within the preset time, and sending the pending task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the processing priority order of the to-be-processed task is also obtained.
  • the priority ordering rule of the to-be-processed task may be that the task assistant performs the pending task according to the receiving order when receiving the to-be-processed task sent by the sales system.
  • the number processing is performed by the task assistant according to the order in which the task list to be processed arrives in the background of the task assistant.
  • the priority order of the tasks to be processed is different, and the matching agent is matched.
  • the priority tasks are different.
  • the priority tasks are assigned to the corresponding agents. If the scene attributes of the two pending tasks are the same as the category attributes and the priorities are different, they may be processed by different agents.
  • the task to be processed is assigned to different agents.
  • the agent has different full-time positions, for example, the agent only processes certain types of tasks at a time, such as an agent who only provides an activity ceiling reminding service, or only provides When handling the task of customer care, or when the agent is working part-time on a non-professional task, the non-full-time task of the agent accounts for a small proportion of the task of the agent’s task, such as 30%, etc.
  • the agent has a corresponding task processing limit.
  • the upper limit of the agent's task is to process 100 tasks per day, and thus match.
  • the task processing status information of the agent is obtained within a preset time, and the task processing status information includes the type of task processing of the agent and the type and number of tasks to be processed, etc., according to the agent Set the task processing status information within the time to pick out the agent whose task processing amount is not up to the upper limit and process the task type and
  • the same type of processing task seating member i.e., the configuration agent tasks to be processed according to conditions, and the priority order of task processing quantity less than the upper limit of the seat members will be matched seating member, be treated in order to achieve the processing tasks.
  • the agent A has a full-time job to handle the expiration of the event, the upper limit is 100, and 99 cases have been processed.
  • the agent B is part-time to handle the event reminder of the expiration of the equity, and can also handle 2 pieces.
  • the task assistant sequentially receives the event expiration event reminding M task and the N task, the task assistant first sends the M task to the agent A, and sends the N task to the agent B, that is, the full-time agent first processes High priority pending events.
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time; generates the agent configuration condition of the task to be processed according to the scene attribute and the category attribute of the to-be-processed task; and matches the agent according to the agent configuration condition of the task to be processed And send the pending task to the matching agent.
  • the present invention obtains the scenario attribute and the category attribute of the task to be processed in the preset time by using the task distribution software or the plug-in, and can accurately generate the agent configuration condition of the task to be processed based on the scene attribute and the category attribute, and based on the agent configuration condition, Sending the task to be processed to the matching agent instead of manually assigning the task, thus solving the problem that the existing call center needs to be manually assigned.
  • the task assignment is difficult, and the efficiency is low and time-consuming. Technical problems of force.
  • a second embodiment of the task assignment method is provided.
  • the agent is matched according to the agent configuration condition of the task to be processed, and After the pending task is sent to the matching agent step, it includes:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the classification processing may be classified according to a telephone number, an email address, etc., and when the communication task of the to-be-processed task corresponds to a plurality of types of communication, the communication manner of the customer is sorted in an orderly manner, wherein the orderly arrangement is in accordance with The preset order first arranges the first communication mode of the customer, such as a phone number, and then sorts the second communication mode, such as a mailbox, and after classifying the communication mode, sends the classified information to the corresponding agent for the purpose of providing
  • the corresponding agent processes the to-be-processed task based on the clue information processed by the classification, for example, the agent obtains the pending task corresponding to the customer's telephone number processing user, and when the pending task is customer care, the clue information is further Including whether the customer needs other types of business, such as whether they need to buy Experience and gold, and sends the information to the corresponding clues seating member.
  • the clue information of the task to be processed is obtained, and the clue information is classified and processed; the clue information after the sorting process is sent to the corresponding agent for the corresponding agent to be processed according to the classification.
  • the following clue information processes the pending task. Therefore, the efficiency of the agent to handle the task to be processed is improved, and the user experience is improved.
  • a third embodiment of the task assignment method is provided.
  • the classified information is sent to the corresponding agent.
  • the method includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the background server can monitor the agent's task completion quantity in real time by monitoring the agent's agent matching tool.
  • the monitoring process may be: the background server side monitors and acquires the communication record of the agent matching tool in the preset time period in real time. That is, the background server side obtains the agent to make a call in real time, sends a record to the mailbox, and makes a call according to the agent, the timestamp of the record sent by the mailbox, matches the agent who works at the corresponding time stamp, and then generates the number of tasks completed by the agent, and
  • the evaluation information of the agent to the agent may also be obtained, and the evaluation information may be good, bad, or medium, etc., based on the number of tasks completed and the evaluation information, and record the performance of the agent in the preset time, wherein the agent In the performance record process, the number of agents completed in the performance of the agent's performance accounted for 60%, the user's evaluation information accounted for 40%.
  • the number of tasks completed by the agent is monitored, and the evaluation information of the agent to the agent is obtained; and the performance performance of the agent is recorded based on the number of tasks completed and the evaluation information. Therefore, it is possible to improve the efficiency of the agent handling the business to be processed.
  • a fourth embodiment of the task assignment method is provided.
  • the classified information is sent to the corresponding agent.
  • the method includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the tag information records the contact rule that can contact the corresponding task again, and obtains the contact of the completed task after marking the processed task.
  • the rule if the completed task has an achievable re-contact rule feature, the task that has been processed will generate a new task to be processed, although the process has been completed, and is described in the specific embodiment, if the task assistant provides After the product activity is online, the cycle reminder service, although the reminder task is completed, after one cycle, the task assistant still needs to provide the reminder service for the product activity to be launched, that is, the new task to be processed is generated, and if the task has not been completed, When the implemented re-contact rule is completed, the completed task is completely completed, and it can be processed differently from the task completion flag.
  • the labeling process is performed on the processed task, and the contact rule of the completed task is acquired; and based on the contact rule, it is determined whether a new task to be processed is generated based on the processed task. This enables a more accurate differentiation and processing of completed tasks.
  • the method includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the generated new task to be processed is imported into the task processing pool, to further generate a new task to be processed, and the processing of the new task to be processed is performed, based on
  • the contact rule is configured to automatically delete the processed task when the processed task is no longer generating the corresponding new task to be processed.
  • the generated new task to be processed is imported into the task processing pool for further processing, and determined based on the contact rule.
  • the process task is no longer generated, the task that has been processed is deleted. The user is not required to manually implement the task. This improves the user experience.
  • FIG. 3 is a schematic structural diagram of a device in a hardware operating environment involved in a method according to an embodiment of the present invention.
  • the task distribution device in the embodiment of the present invention may be a PC, or may be a smart phone, a tablet computer, an e-book reader, and an MP3 (Moving). Picture Experts Group Audio Layer III, motion picture expert compression standard audio layer 3) player, MP4 (Moving Picture Experts Group Audio Layer IV, dynamic video experts compress standard audio layers 3) terminal devices such as players and portable computers.
  • MP3 Motion Picture Experts Group Audio Layer III, motion picture expert compression standard audio layer 3
  • MP4 Moving Picture Experts Group Audio Layer IV, dynamic video experts compress standard audio layers 3 terminal devices such as players and portable computers.
  • the task assignment means may include a processor 1001, such as a CPU, a memory 1005, and a communication bus 1002.
  • the communication bus 1002 is used to implement connection communication between the processor 1001 and the memory 1005.
  • the memory 1005 may be a high speed RAM memory or a stable memory (non-volatile) Memory), such as disk storage.
  • the memory 1005 can also optionally be a storage device independent of the aforementioned processor 1001.
  • the task distribution device may further include a user interface, a network interface, a camera, and an RF (Radio) Frequency, RF) circuits, sensors, audio circuits, WiFi modules, and more.
  • the user interface may include a display, an input unit such as a keyboard, and the optional user interface may also include a standard wired interface, a wireless interface.
  • the network interface can optionally include a standard wired interface or a wireless interface (such as a WI-FI interface).
  • the task-dispensing device structure shown in FIG. 3 does not constitute a limitation of the task-dispensing device, and may include more or less components than those illustrated, or combine some components or different components. Arrangement.
  • an operating system As shown in FIG. 3, an operating system, a network communication module, and a task assignment program may be included in the memory 1005 as a computer storage medium.
  • An operating system is a program that manages and controls the hardware and software resources of a task distribution device, supporting the operation of task distribution programs and other software and/or programs.
  • the network communication module is used to implement communication between components within the memory 1005 and with other hardware and software in the task distribution device.
  • the processor 1001 is configured to execute a task allocation program stored in the memory 1005, and implements the following steps:
  • step of matching the agent according to the agent configuration condition of the task to be processed and sending the task to be processed to the matching agent includes:
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the task processing status information of the agent within the preset time, and the task to be processed is sent to the matching agent.
  • step of matching the agent according to the agent configuration condition, the priority order, and the task processing status information of the agent within the preset time, and sending the to-be-processed task to the matching agent includes:
  • the agent who has not reached the upper limit of the task processing amount is selected;
  • the agent is matched according to the agent configuration condition of the task to be processed, the priority order, and the agent whose task processing amount is not up to the upper limit, and the task to be processed is sent to the matching agent.
  • the method includes:
  • the classified information is sent to the corresponding agent for the corresponding agent to process the to-be-processed task based on the classified information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • the performance of the agent is recorded based on the number of tasks completed and the evaluation information.
  • the step of transmitting the classified clue information to the corresponding agent for the corresponding agent to process the to-be-processed task step based on the classified clue information includes:
  • Determining whether to generate a new task to be processed based on the processed task is completed based on the contact rule.
  • the method includes:
  • the generated new task to be processed is imported into the task processing pool for further processing.
  • the determining, according to the contact rule, whether to generate a new task to be processed based on the processed task is:
  • the deleted task is deleted.
  • the present invention provides a computer readable storage medium having stored one or more programs, the one or more programs being further executable by one or more processors for implementing the above The steps of the task assignment method.

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Abstract

L'invention concerne un procédé et un dispositif d'attribution de tâche, et un support d'informations lisible par ordinateur. Le procédé d'attribution de tâche consiste à : acquérir un attribut de scénario et un attribut de catégorie d'une tâche à traiter dans un temps prédéfini (S10) ; générer, selon l'attribut de scénario et l'attribut de catégorie de la tâche à traiter, un état de configuration de service d'agent pour la tâche à traiter (S20) ; et mettre en correspondance un agent avec l'état de configuration de service d'agent de la tâche à traiter et attribuer la tâche à traiter à l'agent mis en correspondance (S30). La présente invention traite les problèmes techniques d'un centre d'appel dans lequel l'attribution de tâche est difficile, de faible efficacité et nécessite beaucoup de temps et d'effort.
PCT/CN2017/104066 2017-08-24 2017-09-28 Procédé et dispositif d'attribution de tâche, et support d'informations lisible par ordinateur WO2019037196A1 (fr)

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CN108269030A (zh) * 2018-03-08 2018-07-10 深圳市买买提信息科技有限公司 一种任务处理方法及服务器
CN108494978B (zh) * 2018-03-13 2020-03-31 平安科技（深圳）有限公司 坐席任务管理方法、装置、计算机设备及存储介质
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