CN106657695A - Queuing method and device - Google Patents
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- CN106657695A CN106657695A CN201611249999.9A CN201611249999A CN106657695A CN 106657695 A CN106657695 A CN 106657695A CN 201611249999 A CN201611249999 A CN 201611249999A CN 106657695 A CN106657695 A CN 106657695A
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- 238000003780 insertion Methods 0.000 claims description 11
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- 238000011084 recovery Methods 0.000 claims description 11
- 238000012163 sequencing technique Methods 0.000 claims description 4
- 238000001514 detection method Methods 0.000 claims description 3
- 230000002045 lasting effect Effects 0.000 claims description 2
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- 230000003993 interaction Effects 0.000 description 5
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Classifications
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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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Abstract
The embodiment of the invention provides a queuing method and device. The method comprises the steps of when a queuing identifier sent by a user is received, obtaining first queuing information corresponding to the queuing identifier of the user according to a corresponding relationship between the queuing identifier and the queuing information, wherein the queuing information comprises first queuing information, and the first queuing information comprises a user number, a first-time call time stamp, user call attribution information and the first-time queuing position corresponding to the user call attribution information, and the user call attribution information comprises service selected by the user; and resetting the user to the first-time queuing position according to the first-time queuing position corresponding to the user call attribution information, the first-time call time stamp and the user call attribution information, at the queuing position in the queue corresponding to the user call attribution information. The user does not need to keep in a call state all the time for queuing waiting, so the call-in cost of the user is reduced.
Description
Technical field
The present invention relates to call-center technology field, more particularly to a kind of queuing strategy and device.
Background technology
Call center is, using modern communication and computer technology, automatically and flexibly to process a large amount of a variety of phones and exhale
Enter the operation operationlocation with call business and service.One important function of call center is to provide telephone answering to client
Automatically and artificial speech service.
Under normal circumstances, contact staff's quantity is to be estimated setting according to the everyday stress situation of phone incoming call, clothes
Business ability disclosure satisfy that daily need.But special circumstances are inevitable, such as great date or enterprise occur major event or
During failure, the phone quantity of client's incoming call can occur unconventional property and increase, and request manual service peak occur.Now, energy is serviced
Power is limited to contact staff's quantity, it is impossible to be instantly increased, and user's Inbound Calls will appear from queuing phenomena.
Because this problem is non-regular situation, typically this will not be solved by the quantity of expansion contact staff and be asked
Topic.Prior art is directed to such case, and client is divided into significance level, and the high custom queueing of significance level is shifted to an earlier date, and makes to try one's best
The phone of relatively important client is answered, but, so inevitably cause that the even a large amount of clients in part cannot be carried out
Timely answer, user needs prolonged call queuing to wait, and wastes too high incoming call cost.
The content of the invention
The purpose of the embodiment of the present invention is to provide a kind of queuing strategy and device so that user need not be always maintained at leading to
Speech phase is ranked wait, to reduce the incoming call cost of user.Concrete technical scheme is as follows：
A kind of queuing strategy is embodiments provided, including：
When the queuing identity of user's transmission is received, according to queuing identity and the corresponding relation of queueing message, institute is obtained
Corresponding first queueing message of queuing identity of user is stated, wherein, the queueing message includes：First queueing message, and it is described
First queuing packet is included：Subscriber Number, first call time stamp, user's call property information and user's call property letter
The corresponding position of queuing up first of breath, user's call property information includes：The business that user selects；
According to the corresponding position of queuing first of user's call property information, the call time first stamp and the use
Family call property information, the user is recovered to the position of queuing first in the corresponding row of user's call property information
Queue position in team's queue.
Optionally, in the queuing identity for receiving user's transmission, before, methods described also includes：
When receiving the call request of the user, calculate the user estimates the stand-by period；
When the user is when estimating the stand-by period more than stand-by period threshold value, to the user call request is sent
It is corresponding to estimate the stand-by period, and the queuing policy for selecting to retain queuing position is prompted the user whether, wherein, it is described to retain queuing
The queuing policy of position is to retain queuing position when user calls first, recovers user to the queuing position when calling again
The queuing policy put；
When the queuing policy of user's selection reservation queuing position is detected, believed according to the queuing of the user
Breath, generates the queuing identity of the user, and the queuing identity of the user is fed back to into the user.
Optionally, user's call property information also includes：User member's grade；
It is described to be stabbed and institute according to the corresponding position of queuing first of user's call property information, the call time first
User's call property information is stated, the user is recovered to the position of queuing up first, in user's call property information pair
Queue position in the queue queue answered, including：
According to the business that user member's grade of the user and the user select, search user member's grade and
Corresponding first queue queue of business that the user selects；
According to the call time first stamp and the position of queuing up first, by position of queuing up first described in user insertion
Put at the queue position of first queue queue.
Optionally, first call time stabs and the position of queuing up first described in the basis, and the user is inserted into institute
State first queuing position at the queue position of first queue queue, including：
Call time first according to the user stabs the stamp of call time first with user in first queue queue
Sequencing, search described in queue position of the queuing position in first queue queue first, and the user is inserted
Enter at the queue position.
Optionally, it is described when the queuing identity of user's transmission is received, it is corresponding with queueing message according to queuing identity
Relation, obtains corresponding first queueing message of queuing identity of the user, including：
When the queuing identity for receiving user's transmission, and verifying the current incoming call and the first row of the user
When the Subscriber Number in team's information is consistent, according to queuing identity and the corresponding relation of queueing message, obtain the user's
Corresponding first queueing message of queuing identity.
Optionally, it is described receive the user call request when, calculate the stand-by period of estimating of the user, bag
Include：
According to the current queue number during call request for receiving and history unique user average treatment duration, meter
That calculates the user estimates the stand-by period.
Optionally, it is described to detect the queuing policy that the user selects the reservation queuing position, including：
Judge the queuing policy that the user selects, wherein, the queuing policy includes：The row for retaining queuing position
Team's strategy and lasting waiting lines are tactful, wherein, the waiting lines's strategy that continues includes persistently holding talking state queuing
Strategy；
Detect the user and select the queuing policy for retaining queuing position.
Optionally, the queuing identity is the numeric string that length is limited location, and a queueing message correspondence unique number
String, the numeric string is effective in preset time period.
The embodiment of the present invention also provides a kind of line-up device, including：
Queueing message parsing module, for when the queuing identity of user's transmission is received, according to queuing identity and queuing
The corresponding relation of information, obtains corresponding first queueing message of queuing identity of the user, wherein, the queueing message bag
Include：First queueing message, and the first queuing packet includes：Subscriber Number, first call time stamp, user's call property letter
Breath and the corresponding position of queuing up first of user's call property information, user's call property information includes：User selects
Business；
Recovery module, for according to the corresponding position of queuing first of user's call property information, described call first
Timestamp and user's call property information, the user is recovered to the position of queuing up first, in user calling
Queue position in the corresponding queue queue of attribute information.
Optionally, described device also includes：
Computing module, for during the call request for receiving the user, calculate the user to estimate the stand-by period；
Selecting module, for when the user is when estimating the stand-by period more than stand-by period threshold value, sending out to the user
Send that the call request is corresponding to estimate the stand-by period, and prompt the user whether the queuing policy for selecting to retain queuing position, its
In, the queuing policy for retaining queuing position is to retain queuing position when user calls first, by user when calling again
Recover to the queuing policy of the queuing position；
Feedback module, for when the queuing policy of user's selection reservation queuing position is detected, according to institute
The queueing message of user is stated, the queuing identity of the user is generated, and the queuing identity of the user is fed back to into the user.
Optionally, in embodiment of the present invention line-up device, user's call property information also includes：User member etc.
Level；
The recovery module includes：
Submodule is searched, for the business selected according to user member's grade of the user and the user, institute is searched
State corresponding first queue queue of business that user member's grade and the user select；
Insertion submodule, for first call time to stab and the position of queuing up first according to, the user is inserted
Enter the queuing position first at the queue position of first queue queue.
Optionally, the insertion submodule, is further used for according to the stamp of call time first and described the of the user
The sequencing of the stamp of call time first of user in one queue queue, searches the queuing position first in the described first queuing
Queue position in queue, and the user is inserted at the queue position.
Optionally, the queueing message parsing module, is further used for when the queuing identity of user's transmission is received, and
When the current incoming call for verifying the user is consistent with the Subscriber Number in first queueing message, according to queuing
Mark and the corresponding relation of queueing message, obtain corresponding first queueing message of queuing identity of the user.
Optionally, the computing module is further used for, according to the current queuing people during call request for receiving
Number and history unique user average treatment duration, calculate the user estimates the stand-by period.
Optionally, the feedback module includes：
Judging submodule, for judging the queuing policy that the user selects, wherein, the queuing policy includes：It is described
Retain the queuing policy of queuing position and continue waiting lines's strategy, wherein, the waiting lines's strategy that continues includes persistently protecting
Hold the strategy of talking state queuing；
Detection sub-module, for detecting the user queuing policy for retaining queuing position is selected.
Optionally, the queuing identity is the numeric string that length is limited location, and a queueing message correspondence is unique
The numeric string, the numeric string is effective in preset time period.
A kind of queuing strategy provided in an embodiment of the present invention and device, can record user's in user's incoming call first
Call time stamp, the information such as queuing position first first, and these information bindings are generated into corresponding queuing identity；When user again
During secondary incoming call, according to the queuing identity, the user is recovered into the position of queuing first to the user in user's call property
Queue position in the corresponding queue queue of information.Will user recover to user to call the queuing position before hanging up, phase first
When queuing up always during calling to active calls first in user so that user need not be always maintained at call state, from
Can also queue up under line states, save the calling cost of user, meanwhile, the occupancy to period of reservation of number is discharged, improve user
Satisfaction.Certainly, implementing arbitrary product or method of the present invention must be not necessarily required to while reaching all the above excellent
Point.
Description of the drawings
In order to be illustrated more clearly that the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
The accompanying drawing to be used needed for having technology description is briefly described, it should be apparent that, drawings in the following description are only this
Some embodiments of invention, for those of ordinary skill in the art, on the premise of not paying creative work, can be with
Other accompanying drawings are obtained according to these accompanying drawings.
Fig. 1 is embodiment of the present invention queuing strategy application scenarios schematic diagram；
Fig. 2 is a kind of flow chart of embodiment of the present invention queuing strategy；
Fig. 3 is another kind of flow chart of embodiment of the present invention queuing strategy；
Fig. 4 is the interaction flow chart of embodiment of the present invention cloud queuing service；
Fig. 5 is embodiment of the present invention cloud queuing service interaction flow sequential chart；
Fig. 6 is a kind of structural representation of embodiment of the present invention line-up device；
Fig. 7 is another kind of structural representation of embodiment of the present invention line-up device.
Specific embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete
Site preparation is described, it is clear that described embodiment is only a part of embodiment of the invention, rather than the embodiment of whole.It is based on
Embodiment in the present invention, it is every other that those of ordinary skill in the art are obtained under the premise of creative work is not made
Embodiment, belongs to the scope of protection of the invention.
For the situation more than the excessive phone incoming call of the burst of call center's manual service ability upper limit, in existing method,
User needs wait to be lot more time to be switched on.Phone incoming call user cannot predict needs call queuing how long etc.
Treat, even if or know need wait some time call queuing wait, also without more preferable method solve, once because hang
Power-off is talked about, and needs to requeue during next incoming call, still suffers from same or worse queuing situation, is so produced very high
Incoming call cost.
Fig. 1 is embodiment of the present invention queuing strategy application scenarios schematic diagram, with reference to Fig. 1 to embodiment of the present invention queuing strategy
Application scenarios are described in detail.
Firstly the need of explanation, embodiment of the present invention queuing strategy can apply to several scenes, for example：Bank queue
Wait in line contact staff's service etc. etc. to be serviced, call center, embodiment of the present invention emphasis waits in line visitor with call center
Personnel service is taken, as the application scenarios of embodiment of the present invention queuing strategy, embodiment of the present invention queuing strategy is carried out in detail
Explanation.
PSTN (Public Switched Telephone Network, PSTN).User 101 passes through
PSTN102 incoming call center, has first IVR (Interactive Voice Response, interactive voice answering) 103 to carry
For automatic voice service, user is facilitated to select to need situations such as providing the classification of service by button；Subsequently into incoming call queue
104, Inbound Calls is hashed according to priority rule, type of service and user member's grade etc. is taken to contact staff 105
Business.The embodiment of the present invention stresses the method queued up in enqueue.
Fig. 2 is a kind of flow chart of embodiment of the present invention queuing strategy, and embodiment of the present invention queuing strategy is entered with reference to Fig. 2
Row is described in detail.Embodiment of the present invention queuing strategy, including：
Step 201, when the queuing identity of user's transmission is received, according to queuing identity pass corresponding with queueing message
System, obtains corresponding first queueing message of queuing identity of user, wherein, queueing message includes：First queueing message, and first
Queueing message includes：Subscriber Number, first call time stamp, user's call property information and user's call property information are corresponding
Queue up first position, user's call property information includes：The business that user selects.
Wherein, in actual applications, user selects business to select to realize by button.
Queuing identity is it is to be understood that queuing situation (range of information) bundle when call center first calls user
Tie up, pack what is generated.Queuing identity and queueing message are one-to-one relationships, so when user calls again, in calling
The heart sends the queuing identity, then call center parses corresponding queueing message by the queuing identity, and then according to letter of queuing up
Cease the queuing situation recovered user when first calling is hung up.In actual applications, queuing identity is corresponding with queueing message
Relation is as shown in table 1：
Table 1
Step 202, according to the corresponding position of queuing first of user's call property information, first call time stamp and user exhale
Attribute information is, user is recovered to position of queuing up first, the queue in the corresponding queue queue of user's call property information
Position.
When user calls again, the queueing message preserved during by calling first determines that this calling party should arrange
In where queue.The position of queuing first in the queueing message preserved when being called first by user, call first
Timestamp and user's call property information, by user's queueing message of the user and user's call property information, with this calling
User's queueing message and user's call property information in Shi Suoyou queue queues is compared, and then the user is recovered to use
Queue position of the position of queuing first at family in queue queue.User is directly recovered the situation to before hanging up first, effect
It is equivalent to queued up always during user is hung up.
Queueing message when embodiment of the present invention queuing strategy is called first by preserving user, and according to queueing message pair
The generation queuing identity answered, when user's incoming call again, according to the queueing message, user is returned to queuing when hanging up first
Position, such effect is also being queued up always during hanging up equivalent to user so that user need not be always maintained at talking state and enter
Row is waited in line, and reduces the stand-by period that user keeps call, and then reduces the incoming call cost of user.
Fig. 3 is another kind of flow chart of embodiment of the present invention queuing strategy, with reference to Fig. 3 to embodiment of the present invention queuing strategy
It is described in detail.In a kind of optional embodiment of the present invention, the queuing identity that user sends is being received, before, this
Inventive embodiments queuing strategy also includes：
Step 301, when receiving the call request of user, calculate user estimates the stand-by period.
When the user calls, the detailed queuing situation of current incoming call queue is inquired about by call center, such as the current people for queuing up
The number of several, current contact staff and the speed of currently processed business etc., and it is calculated user's need according to these information
The time to be waited, i.e. user estimate the stand-by period.Whether user just can will always protect according to the selection of time for waiting
The unimpeded wait of call is held, or is first hung up, according to the stand-by period of call center's feedback, time-out is called again for a moment.
It should be noted that in a kind of achievable mode of the embodiment of the present invention, when receiving the call request of user,
Calculate user estimates the stand-by period, including：
According to the current queue number during call request for receiving and history unique user average treatment duration, calculate and use
The stand-by period is estimated at family.
Step 302, when user is when estimating the stand-by period more than stand-by period threshold value, to user call request correspondence is sent
Estimate the stand-by period, and prompt the user whether the queuing policy for selecting to retain queuing position, wherein, retain the row of queuing position
Team's strategy recovers user to the queuing plan of queuing position to retain queuing position when user calls first when calling again
Slightly.
Can be obtained according to above-mentioned steps, different users can have it is different estimate the stand-by period, when estimating for user
When stand-by period is more than stand-by period threshold value, automatically begins to introduce the queuing policy for retaining queuing position and support user to select
Select the queuing policy for retaining queuing position.The queuing policy for introducing reservation queuing position to user can provide voice by IVR
Self-Service is realized.
Wherein, the queuing policy for retaining queuing position is the queuing position retained when user calls first, calls again
When user is recovered to the queuing policy of queuing position.Stand-by period threshold value, can be according to the disposal ability of call center, PSTN
The actual conditions of network and the ability to bear of user are arranged.
Certainly, user can select the queuing policy of reservation queuing position mentioned here, it is also possible to select existing guarantor
Hold phone unimpeded, persistently wait, until being switched on.It is specific to select queuing policy to select by button, or to exhaling
Center is made to send selection instruction；When call center receives the selection instruction of user's transmission or detects the button operation of user
When, i.e., user is successfully selected the queuing policy for retaining queuing position.
Step 303, when the queuing policy of user's selection reservation queuing position is detected, according to the queueing message of user,
The queuing identity of user is generated, and the queuing identity of user is fed back to into user.
When user selects the queuing policy of the reservation queuing position, i.e., user press the tactful corresponding button or
Button.Subscriber Number, the current corresponding stamp of call time first of user, user's call property information and user are exhaled call center
The information such as the corresponding position of queuing first of attribute information are, are packed, be bundled into a corresponding queuing identity.The queuing mark of generation
Knowledge can be the forms such as word, letter, symbol or numeral.Wherein, first queuing position is the current time according to the user
Stamp and the current time stamp of other users, all users are carried out arranging the queuing position for obtaining.
The queuing identity of generation is fed back to into user, so as to during user's incoming call next time, being somebody's turn to do for receiving user's input can be passed through
Queuing identity, by user queuing situation when calling first is recovered.It is in actual application, the queuing identity for generating is anti-
Feed user, can pass through short message sending to user by the voice broadcast queuing identity or by the queuing identity.
It should be noted that in actual application process, for convenience user record is used, and queuing identity is typically adopted
The form of numeric string, queuing identity is the numeric string that length is limited location, and the queueing message pair in the embodiment of the present invention
Unique number string is answered, numeric string is effective in preset time period.Preferably, digital string length is maintained at 6 to 10, limited length
And ensure uniqueness, and each numeric string is effective within the default time period.Should for example from 24 hours that produce numeric string
Numeric string effectively, so ensures that queuing identity is unique in 24 hours.
Step 304 to step 305 is similar to step 202 process with above-mentioned step 201, so just repeating no more here.
In the embodiment of the present invention another optional embodiment, user's call property information also includes：User member etc.
Level.
According to the corresponding position of queuing first of user's call property information, first call time stamp and user's call property letter
Breath, user is recovered to position of queuing up first, the queue position in the corresponding queue queue of user's call property information, is wrapped
Include：
According to user member's grade and the business of user's selection of user, the industry that user member's grade and user select is searched
Be engaged in corresponding first queue queue.The business for being selected according to user member's grade and user first, finds user and exhales first
Cry be located when being to row because in actual application, call center provides different to the user of different member's grades
Priority, for example, specially arrange contact staff to service VIP (important) user, so member's grade of user is different, it is corresponding
Queue queue just differs accordingly, the business selected by user, can be more accurately and fast with reference to member's grade of user
Find the corresponding queue queue of user.
Then, stab and queue up first position according to call time first, by user's insertion first queuing position in first row
At the queue position of team's queue.
In a kind of optional embodiment of the embodiment of the present invention, position of being stabbed according to call time first and queued up first,
By user insertion first queuing position at the queue position of the first queue queue, including：
Call time first according to user stabs suitable with the priority of the stamp of call time first of user in the first queue queue
Sequence, searches queue position of the queuing position in the first queue queue first, and user is inserted at queue position.
Because queuing position carries out arranging obtaining according to call time stamp, user is being recovered to calling first
When queuing situation, then can be stabbed by call time first of user, and the member's grade according to user and user select
Business find it is corresponding to row, insert the business, right that member's grade of user and user select by user and by user
Answer in row.I.e. user is come before which call time stamp, after which timestamp.
In a kind of optional embodiment of the present invention, select to retain the queuing policy of queuing position user is detected,
Before, embodiment of the present invention queuing strategy also includes：
Judge the queuing policy that user selects, wherein, queuing policy includes：Retain the queuing policy of queuing position and continue
Waiting lines's strategy, wherein, continue the strategy that waiting lines's strategy includes persistently keeping talking state to queue up.
Because in embodiment of the present invention queuing strategy, user can both select the queuing policy for staying queuing position, it is also possible to
The strategy is not selected, the existing queuing policy for persistently keeping talking state to wait always is selected.So queuing up user is preserved
Information, and feed back to before user's queuing identity, it should first judge the selection of user, in actual application, the choosing of user
Selecting can be identified by pressing for button, for example, represent user by 1 and select to retain the queuing policy of queuing position, by 2 generations
Table user selects to continue waiting lines's strategy etc..
In addition, it is necessary to explanation, in order to ensure safety and prevent collision, when the queuing identity for receiving user's transmission
When, according to the corresponding relation of queuing identity and queueing message, when obtaining corresponding first queueing message of queuing identity of user, school
Whether the current incoming call for testing user is consistent with the Subscriber Number in the first queueing message.When twice call number is consistent,
Then according to the method described above by user recover to first call when queuing position；If it is inconsistent, do not processed, and while
Remind user etc..
Call center provides the user the queuing policy for retaining queuing position, because the reservation is queued up in the embodiment of the present invention
The queuing policy of position, is realized by PSTN and IVR, so retaining the queuing policy of queuing position can also be referred to as cloud
Queuing service, meanwhile, description here is replaced retaining the queuing policy of queuing position with cloud queuing.Fig. 4 is real for the present invention
The interaction flow chart of a cloud queuing service is applied, Fig. 5 is embodiment of the present invention cloud queuing service interaction flow sequential chart, with reference to
When Fig. 4 and Fig. 5 provides the user cloud queuing service to call center in the embodiment of the present invention, call center interacted with user's
Journey is described in detail.When call center provides the user cloud queuing service, the interaction of call center and user, including：
The first step, the incoming call first of user 401, call center is provided certainly by PSTN402 connecting subscribers participatings by IVR403
Dynamic voice service.
Second step, user is by button or sends instruction selection request manual service, and call center receives user and sends out
The instruction sent or the button of user, into queue queue 404.
3rd step, call center is counter to show current queuing situation, reports to user, is more than when the stand-by period of estimating of user
During stand-by period threshold value, the stand-by period is estimated to user's transmission call request is corresponding, and prompt the user whether to select to retain row
The queuing policy of team position；Certainly user can select the queuing policy for retaining queuing position, it is also possible to select the persistently row of wait
Team's strategy.
4th step, when user selects to retain the queuing policy 406 of queuing position, call center believes according to the queuing of user
Breath, generates the queuing identity of user, and the queuing identity of user is fed back to into user.
Queuing identity can be the various ways such as numeral, letter, and queuing identity is using numeric string in the embodiment of the present invention
Form.In order to more vivid description can also be referred to as cloud queuing snapshot code, specifically according to the queueing message of user, generate
The process of the queuing identity of user can also image be referred to as cloud queuing snapshot.
5th step, user carries the queuing identity and hangs up, and when call center receives the on-hook operation of user, disconnects clothes
Business.
6th step, when user's incoming call success again, call center is serviced by IVR automatic speech, and user selects to retain
The queuing policy of queuing position.
Meanwhile, user again incoming call success when, select the queuing policy for retaining queuing position, input queue's mark is that cloud is arranged
Team's snapshot code, it is also possible to which referred to as cloud is queued up and reset.
Specifically, call center judges that the instruction of user's transmission or the button of user are selected, and judges the row that user selects
Team's strategy, when the instruction of queuing policy of user's transmission selection reservation queuing position or button is detected, receive user enters
The queuing identity of numeric string form.
7th step, call center directly carries out call data recovery and jumps the queue according to hanging up front queuing situation first with position
Enter enqueue, user is recovered to position of the queuing position in queue first, quick-make manual service, so that customer service people
Member 405 provides the user service.
Call center receives the queuing identity of user input, according to queuing identity and the corresponding relation of queueing message, obtains
To the corresponding queueing message of queuing identity of user；Then according to queueing message, according to hanging up front queuing situation and position first
Carry out call data recovery and jump the queue into enqueue, user is recovered to position of the queuing position in queue first, and then
Rapidly user is accessed, service is provided the user by contact staff 405.
8th step, when call center receives the on-hook operation of user, disconnects call, completes whole queuing, asks artificial
The process of service.
Embodiment of the present invention queuing strategy supports that user need not persistently keep talking state to make requests on the row of manual service
Team, it is not necessary to call meters always, can save user's calling cost；Occupancy of the release to period of reservation of number, improves user
Satisfaction to customer service.Meanwhile, on this basis, call center's telephone relay will not persistently take, and prevent calling connection
Number exceedes trunking capacity, and phone cannot incoming call；Calling peak is shakeout, and reduces the instantaneous working strength of customer service, improves the service of customer service
Quality.
The embodiment of the present invention additionally provides a kind of line-up device, and Fig. 6 is a kind of structure of embodiment of the present invention line-up device
Schematic diagram, is described in detail with reference to Fig. 6 to embodiment of the present invention line-up device, including：
Queueing message parsing module 601, for when the queuing identity of user's transmission is received, according to queuing identity and row
The corresponding relation of team's information, obtains corresponding first queueing message of queuing identity of user, wherein, queueing message includes：First
Queueing message, and the first queuing packet includes：Subscriber Number, first call time stamp, user's call property information and user exhale
Cry attribute information corresponding position of queuing up first, user's call property information includes：The business that user selects.
Recovery module 602, for user according to the corresponding position of queuing first of user's call property information, call first when
Between stamp and user's call property information, user is recovered to position of queuing up first, in the corresponding queuing of user's call property information
Queue position in queue.
Embodiment of the present invention line-up device, by queueing message parsing module and recovery module, preserves user and calls first
When queueing message, and according to the corresponding generation queuing identity of queueing message, when user's incoming call again, according to queuing letter
Breath, user is returned to queuing position when hanging up first.So effect is also being queued up always during hanging up equivalent to user, is made
User need not be always maintained at talking state and rank waits, reduce the stand-by period that user keeps call, and then drop
The incoming call cost of low user.
Fig. 7 is another kind of structural representation of embodiment of the present invention line-up device, a kind of optional in the embodiment of the present invention
In embodiment, embodiment of the present invention line-up device also includes：
Computing module 701, for during the call request for receiving user, calculate user to estimate the stand-by period.
Selecting module 702, for when user is when estimating the stand-by period more than stand-by period threshold value, sending to user and calling
Request is corresponding to estimate the stand-by period, and prompts the user whether the queuing policy for selecting to retain queuing position, wherein, retain and queue up
The queuing policy of position is to retain queuing position when user calls first, recovers user to queuing position when calling again
Queuing policy.
Feedback module 703, for when the queuing policy of user's selection reservation queuing position is detected, according to the row of user
Team's information, generates the queuing identity of user, and the queuing identity of user is fed back to into user.
It should be noted that queueing message parsing module 704 and recovery module 705 are parsed respectively with above-mentioned queueing message
Module 601 is similar with recovery module 602, so just repeating no more here.
Optionally, in embodiment of the present invention line-up device, user's call property information also includes：User member's grade；
Recovery module includes：
Submodule is searched, for the business selected according to user member's grade of user and user, user member etc. is searched
Corresponding first queue queue of business that level and user select；
Insertion submodule, for position of stabbing according to call time first and queue up first, by user position of queuing up first is inserted
Put at the queue position of the first queue queue.
Optionally, in embodiment of the present invention line-up device, submodule is inserted, is further used for according to the calling first of user
In timestamp and the first queue queue user call time first stamp sequencing, search first queuing position in first row
Queue position in team's queue, and user is inserted at queue position.
Optionally, in embodiment of the present invention line-up device, queueing message parsing module is further used for that user ought be received
The queuing identity of transmission, and when the current incoming call for verifying user is consistent with the Subscriber Number in the first queueing message, root
According to queuing identity and the corresponding relation of queueing message, corresponding first queueing message of queuing identity of user is obtained.
Optionally, in embodiment of the present invention line-up device, computing module is further used for, according to the call request for receiving
When current queue number and history unique user average treatment duration, calculate user and estimate the stand-by period.
Optionally, in embodiment of the present invention line-up device, feedback module includes：
Judging submodule, for judging the queuing policy that user selects, wherein, queuing policy includes：Retain queuing position
Queuing policy and continue waiting lines strategy, wherein, continue waiting lines strategy include persistently keep talking state queue up
Strategy.
Detection sub-module, selects to retain the queuing policy of queuing position for detecting user.
Optionally, in embodiment of the present invention line-up device, queuing identity is the numeric string that length is limited location, and a row
Team's information correspondence unique number string, numeric string is effective in preset time period.
It should be noted that the device of the embodiment of the present invention is the device using above-mentioned queuing strategy, then above-mentioned queuing side
All embodiments of method are applied to the device, and can reach same or analogous beneficial effect.
It should be noted that herein, such as first and second or the like relational terms are used merely to a reality
Body or operation make a distinction with another entity or operation, and not necessarily require or imply these entities or deposit between operating
In any this actual relation or order.And, term " including ", "comprising" or its any other variant are intended to
Nonexcludability is included, so that a series of process, method, article or equipment including key elements not only will including those
Element, but also including other key elements being not expressly set out, or also include for this process, method, article or equipment
Intrinsic key element.In the absence of more restrictions, the key element for being limited by sentence "including a ...", it is not excluded that
Also there is other identical element in process, method, article or equipment including the key element.
Each embodiment in this specification is described by the way of correlation, identical similar portion between each embodiment
Divide mutually referring to what each embodiment was stressed is the difference with other embodiment.Especially for system reality
For applying example, because it is substantially similar to embodiment of the method, so description is fairly simple, related part is referring to embodiment of the method
Part explanation.
Presently preferred embodiments of the present invention is the foregoing is only, protection scope of the present invention is not intended to limit.It is all
Any modification, equivalent substitution and improvements made within the spirit and principles in the present invention etc., are all contained in protection scope of the present invention
It is interior.
Claims (16)
1. a kind of queuing strategy, it is characterised in that include：
When the queuing identity of user's transmission is received, according to queuing identity and the corresponding relation of queueing message, the use is obtained
Corresponding first queueing message of queuing identity at family, wherein, the queueing message includes：First queueing message, and described first
Queueing message includes：Subscriber Number, first call time stamp, user's call property information and user's call property information pair
The queuing position first answered, user's call property information includes：The business that user selects；
Exhaled according to the corresponding position of queuing first of user's call property information, the call time first stamp and the user
Attribute information is, the user is recovered to the position of queuing first in the corresponding queuing team of user's call property information
Queue position in row.
2. queuing strategy according to claim 1, it is characterised in that in the queuing identity for receiving user's transmission,
Before, methods described also includes：
When receiving the call request of the user, calculate the user estimates the stand-by period；
When the user is when estimating the stand-by period more than stand-by period threshold value, to the user call request correspondence is sent
Estimate the stand-by period, and prompt the user whether the queuing policy for selecting to retain queuing position, wherein, the reservation queuing position
Queuing policy be the queuing position for retaining user when calling first, user is recovered to the queuing position when calling again
Queuing policy；
When the queuing policy of user's selection reservation queuing position is detected, according to the queueing message of the user,
The queuing identity of the user is generated, and the queuing identity of the user is fed back to into the user.
3. queuing strategy according to claim 1 and 2, it is characterised in that user's call property information also includes：With
Family member's grade；
It is described to be stabbed and the use according to the corresponding position of queuing first of user's call property information, the call time first
Family call property information, the user is recovered to the position of queuing up first, corresponding in user's call property information
Queue position in queue queue, including：
According to the business that user member's grade of the user and the user select, user member's grade and described is searched
Corresponding first queue queue of business that user selects；
According to the call time first stamp and the position of queuing up first, by first queuing position exists described in user insertion
At the queue position of first queue queue.
4. queuing strategy according to claim 3, it is characterised in that call time stamp and described first described in the basis
Queue up first position, by the user insertion queuing position first at the queue position of first queue queue, wrap
Include：
Call time first according to the user stabs the elder generation with the stamp of call time first of user in first queue queue
Order afterwards, searches the queue position of the queuing position in first queue queue first, and by user insertion institute
State at queue position.
5. queuing strategy according to claim 1, it is characterised in that described when the queuing identity that receive user's transmission
When, according to queuing identity and the corresponding relation of queueing message, corresponding first queueing message of queuing identity of the user is obtained,
Including：
When the queuing identity for receiving user's transmission, and verifying the current incoming call and the described first queuing letter of the user
When the Subscriber Number in breath is consistent, according to queuing identity and the corresponding relation of queueing message, the queuing of the user is obtained
Identify corresponding first queueing message.
6. queuing strategy according to claim 2, it is characterised in that it is described receive the user call request when,
Calculate the user estimates the stand-by period, including：
According to the current queue number during call request for receiving and history unique user average treatment duration, institute is calculated
That states user estimates the stand-by period.
7. queuing strategy according to claim 1 and 2, it is characterised in that described to detect the user and select the guarantor
The queuing policy of queuing position is stayed, including：
Judge the queuing policy that the user selects, wherein, the queuing policy includes：The queuing plan for retaining queuing position
Waiting lines's strategy is omited and continues, wherein, the waiting lines's strategy that continues is including the strategy for persistently keeping talking state to queue up；
Detect the user and select the queuing policy for retaining queuing position.
8. the queuing strategy according to claim 1,2,4,5 or 6, it is characterised in that the queuing identity is length to have
Spacing numeric string, and a queueing message correspondence unique number string, the numeric string is effective in preset time period.
9. a kind of line-up device, it is characterised in that include：
Queueing message parsing module, for when the queuing identity of user's transmission is received, according to queuing identity and queueing message
Corresponding relation, obtain corresponding first queueing message of queuing identity of the user, wherein, the queueing message includes：The
One queueing message, and the first queuing packet includes：Subscriber Number, first call time stamp, user's call property information and
The corresponding position of queuing up first of user's call property information, user's call property information includes：The industry that user selects
Business；
Recovery module, for according to the corresponding position of queuing first of user's call property information, the call time first
Stamp and user's call property information, the user is recovered to the position of queuing up first, in user's call property
Queue position in the corresponding queue queue of information.
10. line-up device according to claim 9, it is characterised in that described device also includes：
Computing module, for during the call request for receiving the user, calculate the user to estimate the stand-by period；
Selecting module, for when the user is when estimating the stand-by period more than stand-by period threshold value, to the user institute being sent
State that call request is corresponding to estimate the stand-by period, and prompt the user whether the queuing policy for selecting to retain queuing position, wherein, institute
State that to retain the queuing policy of queuing position be to retain queuing position when user calls first, when calling again by user recover to
The queuing policy of the queuing position；
Feedback module, for when the queuing policy of user's selection reservation queuing position is detected, according to the use
The queueing message at family, generates the queuing identity of the user, and the queuing identity of the user is fed back to into the user.
11. line-up devices according to claim 9 or 10, it is characterised in that user's call property information also includes：
User member's grade；
The recovery module includes：
Submodule is searched, for the business selected according to user member's grade of the user and the user, the use is searched
Corresponding first queue queue of business that family member's grade and the user select；
Insertion submodule, for first call time to stab and the position of queuing up first according to, by the user institute is inserted
State first queuing position at the queue position of first queue queue.
12. line-up devices according to claim 11, it is characterised in that the insertion submodule, be further used for according to
The call time first of the user stabs the sequencing with the stamp of call time first of user in first queue queue, looks into
The queue position of the queuing position in first queue queue first is looked for, and the user is inserted into the queue position
Place.
13. line-up devices according to claim 9, it is characterised in that the queueing message parsing module, are further used for
When the queuing identity of user's transmission is received, and verifying the current incoming call and first queueing message of the user
In the Subscriber Number it is consistent when, according to the corresponding relation of queuing identity and queueing message, obtain the queuing mark of the user
Know corresponding first queueing message.
14. line-up devices according to claim 10, it is characterised in that the computing module is further used for, according to connecing
Current queue number and history unique user average treatment duration during the call request for receiving, calculates the pre- of the user
Estimate the stand-by period.
15. line-up devices according to claim 9 or 10, it is characterised in that the feedback module includes：
Judging submodule, for judging the queuing policy that the user selects, wherein, the queuing policy includes：The reservation
The queuing policy of queuing position and lasting waiting lines's strategy, wherein, the waiting lines's strategy that continues includes that persistently holding is logical
The strategy that speech phase is queued up；
Detection sub-module, for detecting the user queuing policy for retaining queuing position is selected.
16. line-up devices according to claim 9,10,12,13 or 14, it is characterised in that the queuing identity is length
For the numeric string of limited location, and the unique numeric string of queueing message correspondence, the numeric string is in preset time period
It is interior effective.
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| CN201611249999.9A CN106657695A (en) | 2016-12-29 | 2016-12-29 | Queuing method and device |
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| CN201611249999.9A CN106657695A (en) | 2016-12-29 | 2016-12-29 | Queuing method and device |
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| CN107343112A (en) * | 2017-07-06 | 2017-11-10 | 携程旅游信息技术（上海）有限公司 | Intelligent traffic distribution method based on the layering of call center's seat |
| CN107451717A (en) * | 2017-06-30 | 2017-12-08 | 上海工程技术大学 | A kind of track traffic training apparatus report and rigister system |
| CN107483752A (en) * | 2017-09-14 | 2017-12-15 | 携程计算机技术（上海）有限公司 | User of incoming call differentiated service method and system |
| CN107592275A (en) * | 2017-11-09 | 2018-01-16 | 深圳门之间科技有限公司 | One kind is lined up control method and its system |
| CN107958526A (en) * | 2017-11-20 | 2018-04-24 | 中国银行股份有限公司 | One kind is lined up processing method and processing device |
| CN109558989A (en) * | 2018-12-13 | 2019-04-02 | 平安科技（深圳）有限公司 | Queuing time prediction technique, device, equipment and computer readable storage medium |
| CN109688282A (en) * | 2019-03-01 | 2019-04-26 | 中国联合网络通信集团有限公司 | Call processing method, device, server and storage medium |
| CN109784640A (en) * | 2018-12-13 | 2019-05-21 | 深圳壹账通智能科技有限公司 | Method for allocating tasks, device, equipment and computer readable storage medium |
| CN111275876A (en) * | 2020-01-20 | 2020-06-12 | 山东爱城市网信息技术有限公司 | A blockchain-based electronic queuing method, equipment and medium |
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| CN113205235A (en) * | 2020-01-15 | 2021-08-03 | 北京沃东天骏信息技术有限公司 | Customer service scheduling method and device |
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| CN114338925A (en) * | 2020-09-30 | 2022-04-12 | 马上消费金融股份有限公司 | Incoming call processing method and device and electronic equipment |
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Application publication date: 20170510 |