CN101645987B - Routing system and routing method for call center - Google Patents
Routing system and routing method for call center Download PDFInfo
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Abstract
The invention discloses a routing system for a call center, which comprises a configuration management module, a database, a query database, a preprocessing module and a routing queuing module, wherein the configuration management module is used for configuring a routing strategy and a strategy parameter, and the routing strategy comprises one or more of familiar routing strategy, regional strategy, seat skill rate strategy and seat skill priority strategy; the database is used for storing data configured by the configuration management module; the preprocessing module is used for inquiring the database according to the called routing request, calculating the corresponding strategy and the routing strategy parameter, and sending the calculation result to the routing queuing module; the routing queuing module is used for selecting an idle seat with appointed skills as an alternative seat, and executing the routing strategies in turn for finding out a proper seat for the call; if the seat is not found, the call enters a queuing cache; and the routing queuing module is also used for determining the call which receives the service in the queuing cache when waiting the idle seat, and returning the processing result to a service platform. The routing method and the routing system for the call center improve the system performance and processing speed of the call center.
Description
Technical field
The present invention relates to data communication field, relate in particular to the route system and the method for call center.
Background technology
The call center is called customer service system again, it is the information system that is used for providing multiple access means such as phone, fax, Email to the user, be mainly used to process user to enterprise's requirement, query, complaint, suggestion and consulting, as 1860 in the telecommunications industry, 95555 in the financial circles etc.The Core Feature of call center is exactly for suitable user finds suitable seat (being routing policy and queuing policy), sets up the conversation between user and seat then, thereby realizes the service to the user.Routing policy is exactly when a plurality of seats can provide service for the user, how to select the most suitable method that a seat of service is provided from these seats.According to application need, customer service system should promptly can be selected seat according to independent routing policy, again can be according to the combination selection seat of a plurality of strategies.
Customer service system develops to the extensive direction of centralization, and the customer service system scale that existing dispersion is built is all smaller, and the routing policy of employing is also very simple, and the strategy of use has the seat of appointment route, according to technical ability route and not busy first service regulation earlier.The tactful route of present list can not adapt to the requirement of large scale call center and outsourcing call center:
1. the whole province concentrates in the extensive customer service system of building, and need allow the seat of areal be user's service, to embody the localization service;
2. in the extensive customer service system, the seat quantity that has same technical ability is a lot, must effectively carry out balance between seat technical ability priority and seat workload, can not allow consummate seat work overloadingly, and general seat is idle for a long time.
3. in the extensive customer service system, must improve the route processing speed, the performance pressure when serving to face the user of the whole province.
4. in the extensive customer service system, must be able to make up the demand that various routing policies satisfy the different application scene according to application need.
Summary of the invention
The technical problem to be solved in the present invention provides a kind of call center method for routing and system, to improve call center system performance and processing speed.
In order to address the above problem, the invention provides a kind of route system of call center, be used to handle the route requests of calling, this system comprises Configuration Manager, database, pretreatment module and routing queue module, wherein,
Described Configuration Manager is used to dispose routing policy and policing parameter, and described routing policy comprises one or more in acquaintanceship routing policy, area strategy, seat technical ability ratio strategy and the seat technical ability priority policy;
Described database is used for the data that the stored configuration administration module disposes;
Described pretreatment module is used for according to the route requests of calling out, and Query Database calculates corresponding strategy and routing policy parameter and sends to routing queue module;
Described routing queue module, be used to select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, also be used to wait for when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform.
Further, the described technical ability priority policy of attending a banquet refers to, is technical ability rank of each technical ability configuration of each seat in advance, during implementation strategy, selects highest-ranking the attending a banquet of technical ability and provide service for the user from have the attending a banquet of technical ability; The described technical ability ratio strategy of attending a banquet refers to be service times ratio of each technical ability configuration of each seat in advance, when carrying out this strategy, from have the attending a banquet of technical ability, select its attending a banquet of ratio of specifying service times on technical ability not reach appointment and be preferably the user service is provided.
Further, described routing queue module is according to the order that sets in advance, carry out each routing policy successively, if after carrying out certain strategy, find unique seat, then provide service for calling by this seat, if execute all routing policies, a plurality of qualified idle seats are arranged,, determine to provide the seat of service then according to elder generation's not busy service earlier principle.
Further, described Configuration Manager is used to that also route is set and overflows strategy, described route is overflowed strategy and is referred to not find when having the idle seating of specifying technical ability and providing service for the user, the user spilt into other virtual centers, spills into other technical ability, spills into voice mail, spills into subservice or spill into other attend a banquet, route is overflowed policing parameter and is comprised overflow type and overflow sign indicating number, routing policy executes, when not finding qualified seat, judge whether that then disposing route overflows strategy, if have, then overflow strategy and overflow according to route.
Further, described Configuration Manager also is used to dispose queuing policy, when described queuing policy refers to have seat idle, determine the strategy of the calling of the service of accepting in the queuing buffer memory, comprise that User Priority promotes one or both in strategy, the seat technical ability priority policy, described User Priority promotes strategy, refer to when temporarily can not find corresponding seat for the user, after entering the queuing of queuing buffer memory, the strategy of application, policing parameter comprise lifting cycle and each progression that promotes.
Further, described queuing buffer memory is the two-dimensional array of being determined by technical ability and owner priority.
For solving the problems of the technologies described above, the present invention also provides a kind of method for routing of call center, this method realizes based on call center's route system, be used to handle the route requests of calling, this system comprises Configuration Manager, database, pretreatment module and routing queue module, and this method may further comprise the steps:
(a) be this route system configuration routing policy and policing parameter by Configuration Manager, described routing policy comprises one or more in acquaintanceship routing policy, area strategy, seat technical ability ratio strategy and the seat technical ability priority policy;
(b) pretreatment module receives user's route requests, and according to the route requests of calling out, Query Database calculates corresponding strategy and routing policy parameter and sends to routing queue module;
(c) routing queue module select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform.
Further, the described technical ability priority policy of attending a banquet refers to, is technical ability rank of each technical ability configuration of each seat in advance, during implementation strategy, selects highest-ranking the attending a banquet of technical ability and provide service for the user from have the attending a banquet of technical ability; The described technical ability ratio strategy of attending a banquet refers to be service times ratio of each technical ability configuration of each seat in advance, when carrying out this strategy, from have the attending a banquet of technical ability, select its attending a banquet of ratio of specifying service times on technical ability not reach appointment and be preferably the user service is provided.
Further, in the step (c), routing queue module is carried out each routing policy successively according to the order that sets in advance, if after carrying out certain strategy, find unique seat, then provide service for calling,, a plurality of qualified idle seats are arranged if execute all routing policies by this seat, then, determine to provide the seat of service according to elder generation's not busy service earlier principle.
Further, Configuration Manager described in the step (a) also is provided with route and overflows strategy, described route is overflowed strategy and is referred to not find when having the idle seating of specifying technical ability and providing service for the user, the user is spilt into other virtual centers, spill into other technical ability, spill into voice mail, spill into subservice or spill into other and attend a banquet, route is overflowed policing parameter and is comprised overflow type and overflow sign indicating number, all routing policies execute when not finding qualified seat in the step (c), judge whether that then disposing route overflows strategy, if have, then overflow strategy and overflow according to route.
Further, Configuration Manager also disposes queuing policy described in the step (a), when described queuing policy refers to have seat idle, determine the strategy of the calling of the service of accepting in the queuing buffer memory, comprise that User Priority promotes one or both in strategy, the seat technical ability priority policy, described User Priority promotes strategy, refer to when temporarily can not find corresponding seat for the user, after entering the queuing of queuing buffer memory, the strategy of application, policing parameter comprise lifting cycle and each progression that promotes.
Further, in the step (c), described queuing buffer memory is the two-dimensional array of being determined by technical ability and owner priority.
Call center of the present invention method for routing and system finish time-consuming operations such as accessing database, routing policy calculating by pretreatment module, and a plurality of pretreatment module can be set, and have promoted systematic function greatly; And the queuing buffer memory adopts " User Priority-skill matrix " two-dimentional formation, and a technical ability and a User Priority are determined a formation jointly.Like this carry out strategy can be when handling according to each waiting list of technical ability random access, again can be according to each waiting list of priority random access, this two-dimentional formation promotes the processing speed of call center greatly.
Description of drawings
Fig. 1 is the structure chart of the route system of call center of the present invention.
Fig. 2 is the schematic diagram of the method for routing of call center of the present invention.
Fig. 3 is the flow chart of embodiment of the method for routing of call center of the present invention.
Embodiment
Call center of the present invention route system comprises: Configuration Manager, database, pretreatment module and routing queue module, wherein,
Configuration Manager is used to realize the configuration of various data, comprises the configuration of routing policy, the configuration in area, the configuration of User Priority computational methods;
Every kind of technical ability can comprise that routing policy, route overflow strategy and queuing policy for configured strategy, and routing policy comprises acquaintanceship routing policy, area strategy, seat technical ability priority policy, seat technical ability ratio strategy; If dispose a plurality of routing policies, then set routing policy execution sequence and tactful relevant parameter simultaneously.
Acquaintanceship routing policy: ask to select the attending a banquet of technical ability and the lastly serve for attending a banquet of serving of this user continues as the user from having the user.
Area strategy: comprise and attend a banquet at regulation this locality to be preferably the general area strategy of user's service or to have only this locality to attend a banquet can be the pressure area strategy of user's service.
The technical ability of attending a banquet priority policy: each technical ability for each seat disposes a technical ability rank in advance, to embody the difference of different seats to the consummate degree of different technical ability; During implementation strategy, select from have the attending a banquet of technical ability that technical ability is highest-ranking attends a banquet to the user provides service, make the user obtain the most consummate service of attending a banquet of technical ability.
The technical ability of attending a banquet ratio strategy: each technical ability for each seat disposes a service times ratio in advance, when carrying out this strategy, from have the attending a banquet of technical ability, select its attending a banquet of ratio of specifying service times on technical ability not reach appointment and be preferably the user service is provided.Can make the workload between attending a banquet obtain balance like this, attending a banquet that technical ability is the most consummate is unlikely to too busy, workload is excessive, and the general consummate seat of technical ability is idle especially.
The technical ability ratio is being represented the weight of service times between each technical ability of same seat, a seat skilled ratio sum be 100%;
In the extensive customer service system, the seat quantity that has identical technical ability is very big, the easier phenomenon that causes that consummate seat is too busy, and the described technical ability ratio strategy of attending a banquet has solved this problem.
For certain calling, route overflows strategy or queuing policy is after executing all routing policies, the strategy of carrying out when not finding qualified seat.
Route is overflowed strategy: when not finding when having the idle seating of specifying technical ability and providing service for the user, can spill into other virtual centers to the user, spill into other technical ability, spill into voice mail, spill into subservice, spill into other and attend a banquet.
Route is overflowed policing parameter and is comprised overflow type and overflow sign indicating number.
Overflow type: spill into other virtual centers, spill into other technical ability, spill into voice mail, spill into subservice, spill into other and attend a banquet.
Sign indicating number is overflowed in configuration: the virtual center when spilling into other virtual centers number, the technical ability when spilling into other technical ability number, the Voice Mail Service access code when spilling into voice mail, the subservice access code when spilling into subservice, the agent phone number when spilling into other and attending a banquet.
Extensive customer service system will provide service for the user of the whole province.When the request certain service (technical ability) number of users many especially, and seat relatively after a little while, just need to use route to overflow that strategy is transferred to other virtual centers, other technical ability, voice mail, subservice to the user or other are attended a banquet, so that make the user obtain basic manual service or other close friends' unartificial service, guaranteed service quality and user's full scale like this.
Queuing policy comprises that User Priority promotes strategy, seat technical ability strategy etc.
User Priority promotes strategy and refers to when not finding when having the idle seating of specifying technical ability and providing service for the user, and the user waits on the queuing buffer memory, user's priority is improved when surpassing the duration of setting when waiting for, easier the obtaining of this user served.
Extensive customer service system will provide service for the user of the whole province.When the number of users of certain service of request (technical ability) is many especially, and seat relatively after a little while, might occur having only the high user of priority just can obtain service, and the low relatively user of priority always can not get service and overtime failure.User Priority promotes strategy and done a balance between priority and wait duration, makes the low priority user that waits as long for also have an opportunity to obtain service.
Database is used to preserve various configuration datas, and these data are disposed by administration module, uses for other modules of system.
Pretreatment module is used for preliminary treatment is carried out in user's request.
Pretreatment module is according to the technical ability of appointment in the route requests, find pre-set pretreatment strategy (can be that single strategy also can be a combined strategy), calculate user's area code, User Priority, be combined into routing policy then, and the preliminary treatment result is issued routing queue module.
In the prior art, a cover call center only establishes a routing queue module, does not have pretreatment module, can't satisfy the performance requirement at large scale call center.Because described pretreatment module has been finished time-consuming operations such as accessing database, routing policy calculating, and a plurality of pretreatment module can be set, so just promoted systematic function greatly.
Routing queue module, finish the processing of routing policy, be used to select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, also is used to wait for when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform.
Routing queue module is finished the route requests processing back (finding corresponding seat) of calling out is returned result by pretreatment module to business platform.
Described routing queue module adopts " User Priority-skill matrix " two-dimentional formation.A technical ability and a User Priority are determined a formation jointly.Like this carry out strategy can be when handling according to each waiting list of technical ability random access, again can be according to each waiting list of priority random access, this two-dimentional formation promotes the processing speed of call center greatly.
In the prior art, the queuing buffer memory is the one dimension formation, be each technical ability a formation is set, or whole system is provided with a formation, and the calling of all waits is all waited in the one dimension formation.Search efficiency when strategy is handled like this is very low, can't satisfy the requirement at large scale call center.
If adopt User Priority to promote strategy, then need to set in advance lifting cycle and each progression that promotes, the lifting cycle is promptly called out the time of waiting at the queuing buffer memory
Method for routing based on above call center route system may further comprise the steps:
Step 201: by the routing policy of Configuration Manager for this route system configuration technical ability and each technical ability;
The routing policy of each technical ability is provided with one or more as required.
Step 202: pretreatment module receives user's route requests, and according to the route requests of calling out, Query Database calculates corresponding strategy and routing policy parameter and sends to routing queue module;
Step 203: routing queue module select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform.
Below think certain technical ability configuration area strategy, seat priority promotes strategy and seat technical ability priority policy is an example, the method for routing of call center of the present invention is elaborated:
Step 301: (technical ability refers to the service that seat can provide for the user for system configuration technical ability on Configuration Manager, a kind of service is exactly a technical ability), can dispose one or more in the following routing policy on each technical ability, and execution sequence that can named policer.
Alternative strategy comprises:
Acquaintanceship routing policy: ask to select the attending a banquet of technical ability and the lastly serve for attending a banquet of serving of this user continues as the user from having the user.
Area strategy: comprise and attend a banquet at regulation this locality to be preferably the general area strategy of user's service or to have only this locality to attend a banquet can be the pressure area strategy of user's service.
The technical ability of attending a banquet priority policy: each technical ability for each seat disposes a technical ability rank in advance, to embody the difference of different seats to the consummate degree of different technical ability; Select from have the attending a banquet of technical ability that technical ability is highest-ranking attends a banquet to the user provides service, make the user obtain the most consummate service of attending a banquet of technical ability.
The technical ability of attending a banquet ratio strategy: from have the attending a banquet of technical ability, select its attending a banquet of ratio of specifying service times on technical ability not reach appointment and be preferably the user service is provided.Can make the workload between attending a banquet obtain balance like this, attending a banquet that technical ability is the most consummate is unlikely to too busy.
Be service times ratio of each technical ability configuration of each seat in advance, in order to avoid the seat workload of technical ability consummation is excessive, and the general consummate seat of technical ability is idle especially.The technical ability ratio is being represented the weight of service times between each technical ability of same seat, a seat skilled ratio sum be 100%;
Route is overflowed strategy: when not finding when having the idle seating of specifying technical ability and providing service for the user, can spill into other virtual centers to the user, spill into other technical ability, spill into voice mail, spill into subservice, spill into other and attend a banquet.Extensive customer service system will provide service for the user of the whole province.When the request certain service (technical ability) number of users many especially, and seat relatively after a little while, just need to use route to overflow that strategy is transferred to other virtual centers, other technical ability, voice mail, subservice to the user or other are attended a banquet, so that make the user obtain basic manual service or other close friends' unartificial service, guaranteed service quality and user's full scale like this.
Need to dispose the type of overflowing and overflow sign indicating number.
Overflow type: spill into other virtual centers, spill into other technical ability, spill into voice mail, spill into subservice, spill into other and attend a banquet.
Sign indicating number is overflowed in configuration: the virtual center when spilling into other virtual centers number, the technical ability when spilling into other technical ability number, the Voice Mail Service access code when spilling into voice mail, the subservice access code when spilling into subservice, the agent phone number when spilling into other and attending a banquet.
User Priority promotes strategy: when not finding when having the idle seating of specifying technical ability and providing service for the user, the user waits on the queuing buffer memory, user's priority improved when surpassing the duration of setting when waiting for, easier the obtaining of this user served.
When temporarily can not find corresponding seat for the user, enter queuing buffer memory queuing after, use this strategy, need arrangements lifting cycle and each progression that promotes.
As: setting the user is 30 seconds maximum wait time, priority of lifting in per 5 seconds.
Step 302: as user during to system request operator's service, business platform UP10 sends out route requests with CpQueueReq message to pretreatment module.
Step 303: pretreatment module obtains the technical ability of user's request according to the button track of appointment in the route requests.
Step 304: pretreatment module is according to technical ability, and Query Database obtains configured strategy on this technical ability, and arranges these strategies by named order.
Step 305: pretreatment module is according to user's telephone number, and Query Database obtains user's area code, is put into then among the preliminary treatment result.
Area code is the coding of service area, and a service area can comprise one or more Administrative zones.
Step 306: pretreatment module is according to the button track and set the priority that pretreatment strategy calculates the user.
User Priority is each user's a build-in attribute, and when the user is a lot, seat is seldom the time, and the user of high priority is easier to obtain service.
The method of calculating priority level can be:
Determine User Priority according to the button track;
Client's routing table strategy: according to calling number inquiring user priority from database;
Enumerative technique: according to various dimensions (as: calling zone, access code, language classification, type of call, network type), and the combination of the value of dimension, determine user's priority.
Step 307: pretreatment module is issued routing queue module to the preliminary treatment result with RouteQueueReq.
Step 308: routing queue module is by the order of the strategy among the preliminary treatment result, carry out each strategy (comprising acquaintanceship routing policy, area strategy, the technical ability of attending a banquet priority policy, the technical ability of attending a banquet ratio strategy) successively, if after certain strategy processing, only remaining 1 alternative attending a banquet, then allow this attend a banquet and provide service for the user, if through the processing of all routing policies, also remaining a plurality of alternative attending a banquet then select idle at first attending a banquet to provide service for the user;
Routing queue module is carried out each routing policy except that route is overflowed strategy successively by named order among the preliminary treatment result.Routing queue module select earlier have specify technical ability idle seat as alternative seat.If a plurality of alternative seats are arranged, then carry out first strategy, after handling through first strategy,, then continue to carry out next strategy if also have a plurality of alternative seats, all be finished up to selecting unique seat or All Policies.After if All Policies is finished, also remaining a plurality of idle seats then according to elder generation's not busy service earlier principle, are selected unique seat.
If after the strategy processing, do not find suitable attending a banquet to the user provides service, and specified route to overflow strategy among the preliminary treatment result, then execution in step 310;
Step 309: routing queue module is returned the telephone number of lining up successfully and attending a banquet to UP10, and UP10 just can set up user and the conversation of attending a banquet then, realizes the service to the user.
Step 310: return overflow type and overflow sign indicating number to UP10 with RouteQueueAck message, the user is spilt into other virtual centers, other technical ability, voice mail, subservice or other are attended a banquet; If do not have specified circuit by overflowing strategy, then the user enters the queuing buffer memory and ranks and execution in step 311;
Step 311: the queuing buffer memory sets in advance queuing policy, comprises that User Priority promotes strategy, seat technical ability priority and other strategies suitable with routing policy.
Reach the lifting week after date that User Priority promotes appointment in the strategy when the time that the user waits on the queuing buffer memory, user's priority is raised the rank of appointment, and when idle seating, this user more likely obtains service like this.
From top description as can be seen, call center of the present invention method for routing and system finish time-consuming operations such as accessing database, routing policy calculating by pretreatment module, and a plurality of pretreatment module can be set, and have promoted systematic function greatly; And the queuing buffer memory adopts " User Priority-skill matrix " two-dimentional formation, and a technical ability and a User Priority are determined a formation jointly.Like this carry out strategy can be when handling according to each waiting list of technical ability random access, again can be according to each waiting list of priority random access, this two-dimentional formation promotes the processing speed of call center greatly.
In addition, the invention provides a plurality of routing policies that are different from Existing policies, as the technical ability ratio strategy of attending a banquet, be service times ratio of each technical ability configuration of each seat in advance, when carrying out this strategy, from have the attending a banquet of technical ability, select its attending a banquet of ratio of specifying service times on technical ability not reach appointment and be preferably the user service is provided.Can make the workload between attending a banquet obtain balance like this, attending a banquet that technical ability is the most consummate is unlikely to too busy, workload is excessive, and the general consummate seat of technical ability is idle especially.
And when temporarily not having corresponding seat that service is provided, route overflows that strategy is transferred to other virtual centers, other technical ability, voice mail, subservice to the user or other are attended a banquet, so that make the user obtain basic manual service or other close friends' unartificial service, guaranteed service quality and user's full scale like this.
In addition, User Priority promotes strategy and done a balance between priority and wait duration, makes the low priority user that waits as long for also have an opportunity to obtain service.
The call center that uses Route Method And Route System of the present invention is according to needs of different applications, from a plurality of seats, find only seat to provide service by the combination of disposing different routing policies or routing policy for the user, thereby improve professional user satisfaction and occupation rate of market, tangible economic benefit and social benefit are arranged.
Claims (10)
1. the route system of a call center is used to handle the route requests of calling, it is characterized in that this system comprises Configuration Manager, database, pretreatment module and routing queue module, wherein,
Described Configuration Manager is used to dispose routing policy and policing parameter, and described routing policy comprises one or more in acquaintanceship routing policy, area strategy, seat technical ability ratio strategy and the seat technical ability priority policy;
Described database is used for the data that the stored configuration administration module disposes;
Described pretreatment module is used for according to the route requests of calling out, and Query Database calculates corresponding strategy and routing policy parameter and sends to routing queue module;
Described routing queue module, be used to select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, also be used to wait for when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform; Described queuing buffer memory is the two-dimensional array of being determined by technical ability and owner priority, and a technical ability and a User Priority are determined a formation jointly.
2. the system as claimed in claim 1, it is characterized in that: described seat technical ability priority policy refers to, be technical ability rank of each technical ability configuration of each seat in advance, during implementation strategy, from the seat that has technical ability, select the highest-ranking seat of technical ability and provide service for the user; Described seat technical ability ratio strategy refers to be service times ratio of each technical ability configuration of each seat in advance, when carrying out this strategy, from the seat that has technical ability, select its seat of specifying service times on technical ability not reach the ratio of appointment and be preferably the user service is provided.
3. the system as claimed in claim 1, it is characterized in that: described routing queue module is according to the order that sets in advance, carry out each routing policy successively, if after carrying out certain strategy, find unique seat, then provide service for calling by this seat, if execute all routing policies, a plurality of qualified idle seats are arranged,, determine to provide the seat of service then according to elder generation's not busy service earlier principle.
4. the system as claimed in claim 1, it is characterized in that: described Configuration Manager is used to that also route is set and overflows strategy, described route is overflowed strategy and is referred to not find when having the idle seat of specifying technical ability and providing service for the user, the user is spilt into other technical ability, spills into voice mail, spills into subservice or spills into other seats, route is overflowed policing parameter and is comprised overflow type and overflow sign indicating number, routing policy executes, when not finding qualified seat, judge whether that then disposing route overflows strategy, if have, then overflow strategy and overflow according to route.
5. the system as claimed in claim 1, it is characterized in that: described Configuration Manager also is used to dispose queuing policy, when described queuing policy refers to have seat idle, determine the strategy of the calling of the service of accepting in the queuing buffer memory, comprise that User Priority promotes one or both in strategy, the seat technical ability priority policy, described User Priority promotes strategy, refer to when temporarily can not find corresponding seat for the user, after entering the queuing of queuing buffer memory, the strategy of using, policing parameter comprise lifting cycle and each progression that promotes.
6. the method for routing of a call center, it is characterized in that this method realizes based on call center's route system, is used to handle the route requests of calling, this system comprises Configuration Manager, database, pretreatment module and routing queue module, and this method may further comprise the steps:
(a) be this route system configuration routing policy and policing parameter by Configuration Manager, described routing policy comprises one or more in acquaintanceship routing policy, area strategy, seat technical ability ratio strategy and the seat technical ability priority policy;
(b) pretreatment module receives user's route requests, and according to the route requests of calling out, Query Database calculates corresponding strategy and routing policy parameter and sends to routing queue module;
(c) routing queue module select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform; Described queuing buffer memory is the two-dimensional array of being determined by technical ability and owner priority, and a technical ability and a User Priority are determined a formation jointly.
7. method as claimed in claim 6, it is characterized in that: described seat technical ability priority policy refers to, be technical ability rank of each technical ability configuration of each seat in advance, during implementation strategy, from the seat that has technical ability, select the highest-ranking seat of technical ability and provide service for the user; Described seat technical ability ratio strategy refers to be service times ratio of each technical ability configuration of each seat in advance, when carrying out this strategy, from the seat that has technical ability, select its seat of specifying service times on technical ability not reach the ratio of appointment and be preferably the user service is provided.
8. method as claimed in claim 6, it is characterized in that: in the step (c), routing queue module is carried out each routing policy successively according to the order that sets in advance, if after carrying out certain strategy, find unique seat, then provide service for calling,, a plurality of qualified idle seats are arranged if execute all routing policies by this seat, then, determine to provide the seat of service according to elder generation's not busy service earlier principle.
9. the method described in claim 6, it is characterized in that: Configuration Manager described in the step (a) also is provided with route and overflows strategy, described route is overflowed strategy and is referred to not find when having the idle seat of specifying technical ability and providing service for the user, the user is spilt into other technical ability, spill into voice mail, spill into subservice or spill into other seats, route is overflowed policing parameter and is comprised overflow type and overflow sign indicating number, all routing policies execute when not finding qualified seat in the step (c), judge whether that then disposing route overflows strategy, if have, then overflow strategy and overflow according to route.
10. method as claimed in claim 6, it is characterized in that: Configuration Manager also disposes queuing policy described in the step (a), when described queuing policy refers to have seat idle, determine the strategy of the calling of the service of accepting in the queuing buffer memory, comprise that User Priority promotes one or both in strategy, the seat technical ability priority policy, described User Priority promotes strategy, refer to when temporarily can not find corresponding seat for the user, after entering the queuing of queuing buffer memory, the strategy of using, policing parameter comprise lifting cycle and each progression that promotes.
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| Application Number | Priority Date | Filing Date | Title |
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| CN2008101354417A CN101645987B (en) | 2008-08-07 | 2008-08-07 | Routing system and routing method for call center |
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| US10750023B2 (en) | 2008-01-28 | 2020-08-18 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
| US10708431B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
| US9300802B1 (en) | 2008-01-28 | 2016-03-29 | Satmap International Holdings Limited | Techniques for behavioral pairing in a contact center system |
| CN102223454B (en) * | 2010-04-19 | 2014-01-22 | 华为技术有限公司 | Method and apparatus for seat arrangement of call center |
| CN102238290B (en) * | 2010-04-21 | 2014-04-02 | 华为技术有限公司 | Call processing method, device and system |
| CN102387264B (en) * | 2010-08-27 | 2015-10-21 | 中兴通讯股份有限公司 | The processing method of call control strategy, device and call center |
| CN102546988A (en) * | 2010-12-31 | 2012-07-04 | 上海博泰悦臻电子设备制造有限公司 | Affinity routing method and device |
| CN103024210B (en) * | 2012-11-19 | 2015-09-09 | 北京思特奇信息技术股份有限公司 | Continue in a kind of Call Center Server caching method and device |
| JP6082656B2 (en) * | 2013-05-27 | 2017-02-15 | 株式会社日立製作所 | Service provider assignment system and assignment management device |
| CN105577958B (en) * | 2014-10-15 | 2019-09-17 | 阿里巴巴集团控股有限公司 | For adjusting distributing strategy and shunting the method, apparatus and system of user's request |
| CN105721273B (en) * | 2014-12-03 | 2019-10-25 | 华为技术有限公司 | Correlating method and device |
| CN106375614A (en) * | 2015-07-20 | 2017-02-01 | 阿里巴巴集团控股有限公司 | Method and apparatus for processing call center business |
| CN113095656B (en) * | 2016-04-18 | 2022-07-08 | 阿菲尼帝有限公司 | Techniques for benchmarking pairing strategies in contact center systems |
| US10142473B1 (en) * | 2016-06-08 | 2018-11-27 | Afiniti Europe Technologies Limited | Techniques for benchmarking performance in a contact center system |
| CN108696647B (en) * | 2017-04-10 | 2021-02-26 | 北京京东尚科信息技术有限公司 | Method and apparatus for telephone routing |
| CN109559023A (en) * | 2018-11-14 | 2019-04-02 | 厦门路桥信息股份有限公司 | Cloud control center seat work order automatic scheduling method, medium and system |
| CN109451193A (en) * | 2018-12-29 | 2019-03-08 | 中细软集团有限公司 | Call processing method and system terminal |
| US10757262B1 (en) * | 2019-09-19 | 2020-08-25 | Afiniti, Ltd. | Techniques for decisioning behavioral pairing in a task assignment system |
| CN113114568B (en) * | 2021-04-08 | 2023-01-03 | 易谷网络科技股份有限公司 | Route processing method and route server |
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