CN113762691A - A service distribution method and device - Google Patents
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Abstract
本发明公开了一种业务分配方法和装置，涉及计算机技术领域。该方法的一具体实施方式包括：获取业务组内多个在线客服对应的当前业务量和当前业务量上限；根据当前业务量和当前业务量上限，计算业务组对应的当前业务饱和度；根据饱和度阈值区间和当前业务饱和度调整多个在线客服对应的当前业务量上限，以根据当前业务量上限为在线客服进行业务分配。该实施方式实现了业务的均衡分配，提高了业务分配效率，提高了业务处理效率，提升了用户体验。
The invention discloses a service distribution method and device, and relates to the technical field of computers. A specific implementation of the method includes: obtaining the current business volume and the current business volume upper limit corresponding to multiple online customer service in the business group; calculating the current business saturation corresponding to the business group according to the current business volume and the current business volume upper limit; The current business volume upper limit corresponding to multiple online customer services is adjusted according to the degree threshold interval and the current business saturation level, so as to allocate services for the online customer service according to the current business volume upper limit. This embodiment achieves balanced service distribution, improves service distribution efficiency, improves service processing efficiency, and improves user experience.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a method and an apparatus for service allocation.
Background
The online customer service system is a general name of webpage instant messaging software. Compared with other app instant messaging software, the method realizes seamless combination with websites and other application channels, and provides a platform for the websites and other applications to talk with visitors; the guest can talk over the enterprise integrated service SDK (Software Development Kit) without installing any Software when accessing the enterprise application.
The prior art has at least the following problems:
the existing service distribution method can not give consideration to balanced distribution and efficient service processing of services, so that the service processing efficiency is low and the user experience is poor.
Disclosure of Invention
In view of this, embodiments of the present invention provide a service allocation method and apparatus, which can implement balanced allocation of services, improve service allocation efficiency, further improve service processing efficiency, and improve user experience.
In order to achieve the above object, according to a first aspect of the embodiments of the present invention, there is provided a service allocation method, including:
acquiring current service volume and current service volume upper limit corresponding to a plurality of online customer services in a service group;
calculating current service saturation corresponding to the service group according to the current service volume and the upper limit of the current service volume;
and adjusting the current traffic upper limits corresponding to the plurality of online customer services according to the saturation threshold interval and the current traffic saturation, so as to distribute the traffic for the online customer services according to the current traffic upper limits.
Further, calculating current service saturation corresponding to the service group according to the current service volume and the current service volume upper limit, further comprising:
calculating the total amount of the current business of the business group according to the current business amount corresponding to the online customer services;
calculating the current total traffic upper limit of the service group according to the current traffic upper limits corresponding to the plurality of online customer services;
and taking the ratio of the total current service amount to the upper limit of the total current service amount as the saturation of the current service.
Further, still include:
constructing a mapping table according to the current service volume and the current service volume upper limit corresponding to each online customer service;
and acquiring the current service volume and the adjustment information of the upper limit of the current service volume in real time, and updating the mapping table according to the adjustment information.
Further, adjusting the current traffic upper limit corresponding to the plurality of online customer services according to the saturation threshold interval and the current service saturation, further comprising:
judging the size relation between the current service saturation and a saturation threshold interval;
if the current service saturation is larger than the upper limit of the saturation threshold interval, increasing the current service volume upper limit corresponding to a plurality of online customer services in the service group;
and if the current service saturation is smaller than the lower limit of the saturation threshold interval, reducing the current service volume upper limit corresponding to a plurality of online customer services in the service group.
Further, increasing or decreasing the current upper limit of the traffic volume corresponding to the plurality of online customer services in the service group further includes:
acquiring a traffic threshold interval corresponding to a plurality of online customer services, and determining adjustment priorities corresponding to the plurality of online customer services according to the traffic threshold interval;
and under the condition that the current traffic upper limit corresponding to each online customer service is within the corresponding traffic threshold interval, sequentially increasing or decreasing the current traffic upper limits corresponding to the plurality of online customer services according to the adjustment priority until the current traffic saturation corresponding to the service group is within the saturation threshold interval.
Further, a service group comprising a plurality of online customer services is divided according to service types; the dividing step of the service group comprises the following steps:
acquiring historical service volume information and historical service information corresponding to online customer service, wherein the historical service information comprises historical service volume and a service type corresponding to historical service;
and dividing the online customer service according to the historical service volume information and the historical service information to obtain at least one service group.
Further, still include:
receiving a service request initiated by a user, and determining a target service group corresponding to a service according to user information and service information indicated in the service request;
and sending the service to the queue to be distributed corresponding to the target service group.
Further, performing service allocation for the online customer service according to the current upper limit of the traffic volume, further comprising:
and performing service distribution for the online customer service according to the number of the services in the queue to be distributed, the current service volumes corresponding to the plurality of online customer services in the service group and the adjusted current service volume upper limit.
According to a second aspect of the embodiments of the present invention, there is provided a service allocation apparatus, including:
the system comprises an acquisition module, a service group management module and a service management module, wherein the acquisition module is used for acquiring current service volume and current service volume upper limit corresponding to a plurality of online customer services in a service group;
the calculation module is used for calculating the current service saturation corresponding to the service group according to the current service volume and the current service volume upper limit;
and the service distribution module is used for adjusting the current upper limit of the service volume corresponding to the plurality of online customer services according to the saturation threshold interval and the current service saturation, so as to distribute the service for the online customer services according to the current upper limit of the service volume.
According to a third aspect of embodiments of the present invention, there is provided an electronic apparatus, including:
one or more processors;
a storage device for storing one or more programs,
when executed by one or more processors, cause the one or more processors to implement any of the traffic distribution methods described above.
According to a fourth aspect of embodiments of the present invention, there is provided a computer-readable medium, on which a computer program is stored, which when executed by a processor, implements any one of the service allocation methods described above.
One embodiment of the above invention has the following advantages or benefits: the method comprises the steps of obtaining the current service volume and the current service volume upper limit corresponding to a plurality of online customer services in a service group; calculating current service saturation corresponding to the service group according to the current service volume and the upper limit of the current service volume; the method comprises the steps of adjusting current service volume upper limits corresponding to a plurality of online customer services according to a saturation threshold interval and current service saturation, and performing service distribution on the online customer services according to the current service volume upper limits, so that the technical problems that the existing service distribution method cannot give consideration to balanced distribution and efficient service processing of the services, and further the service processing efficiency is low and the user experience is poor are solved, and further the technical effects of realizing balanced distribution of the services, improving the service distribution efficiency, further improving the service processing efficiency and improving the user experience are achieved.
Further effects of the above-mentioned non-conventional alternatives will be described below in connection with the embodiments.
Drawings
The drawings are included to provide a better understanding of the invention and are not to be construed as unduly limiting the invention. Wherein:
fig. 1 is a schematic diagram of a main flow of a service allocation method provided according to an embodiment of the present invention;
fig. 2a is a schematic diagram of a main flow of a service allocation method provided according to an embodiment of the present invention;
FIG. 2b is a schematic diagram of a main flow of up-regulating the upper limit of the current traffic volume during a busy period in the method of FIG. 2 a;
fig. 2c is a schematic diagram of a main flow of idle period down-regulation of the upper limit of the current traffic in the method of fig. 2 a;
fig. 3 is a schematic diagram of main modules of a service distribution apparatus provided according to an embodiment of the present invention;
FIG. 4 is an exemplary system architecture diagram in which embodiments of the present invention may be employed;
fig. 5 is a schematic block diagram of a computer system suitable for use in implementing a terminal device or server of an embodiment of the invention.
Detailed Description
Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, in which various details of embodiments of the invention are included to assist understanding, and which are to be considered as merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.
Fig. 1 is a schematic diagram of a main flow of a service allocation method provided according to an embodiment of the present invention; as shown in fig. 1, the service allocation method provided in the embodiment of the present invention mainly includes:
step S101, obtaining current service volume and current service volume upper limit corresponding to a plurality of online customer services in a service group.
Wherein, the current traffic refers to the number of services to which the online customer service is currently allocated;
the current upper limit of the traffic volume refers to the upper limit of the traffic volume to which the online customer service can be currently allocated.
Specifically, according to an embodiment of the present invention, the method further includes:
constructing a mapping table according to the current service volume and the current service volume upper limit corresponding to each online customer service;
and acquiring the current service volume and the adjustment information of the upper limit of the current service volume in real time, and updating the mapping table according to the adjustment information.
Through the setting, the mapping table of the current service volume and the current service volume upper limit corresponding to each online customer service in the service group is constructed and stored, so that the current service volume and the current service volume upper limit corresponding to a plurality of online customer services in the service group can be rapidly acquired, and the overall service distribution efficiency and the service processing efficiency can be improved.
Further, according to the embodiment of the present invention, the service group including a plurality of online customer services is divided according to service types. The dividing step of the service group comprises the following steps:
acquiring historical service volume information and historical service information corresponding to online customer service, wherein the historical service information comprises historical service volume and a service type corresponding to historical service;
and dividing the online customer service according to the historical service volume information and the historical service information to obtain at least one service group.
Through the arrangement, different service groups are divided according to historical information (such as the service level, the service processing efficiency/the service processing amount, the processed service type, the historical service amount, the proportion of various service types and the like of each online customer service), so that each online customer service is favorably distributed to the service of the service type which is good at the online customer service, the service processing efficiency is improved, and the user experience is improved.
Preferably, according to an embodiment of the present invention, the method further includes:
receiving a service request initiated by a user, and determining a target service group corresponding to a service according to user information and service information indicated in the service request;
and sending the service to the queue to be distributed corresponding to the target service group.
Through the setting, the received service request is distributed and then sent to the queue to be distributed of the service group matched with the received service request, the flow is equivalent to the pre-distribution of the service, and a foundation is provided for the follow-up service distribution of each online customer service.
And step S102, calculating the current service saturation corresponding to the service group according to the current service volume and the current service volume upper limit.
Through the arrangement, the current service saturation of the service group is calculated according to the current traffic and the current traffic upper limit of a plurality of online customer services in the service group, so that the judgment of the current busy degree (in a busy service period or an idle service period) of the service group is facilitated, and then the current traffic upper limit of the online customer services is adjusted, so that the balanced distribution of the services is realized while the efficient service distribution and the user experience are ensured.
Further, according to the embodiment of the present invention, the calculating the current service saturation corresponding to the service group according to the current service volume and the current service volume upper limit further includes:
calculating the total amount of the current business of the business group according to the current business amount corresponding to the online customer services;
calculating the current total traffic upper limit of the service group according to the current traffic upper limits corresponding to the plurality of online customer services;
and taking the ratio of the total current service amount to the upper limit of the total current service amount as the saturation of the current service.
Through the setting, the service saturation index is calculated in the above manner, then the real-time saturation of the whole service group is guaranteed to be maintained within a threshold range according to the service saturation index, and simultaneously, the current service volume upper limit of each online customer service is adjusted in a priority manner (namely, the priority of the online customer service mentioned below), so that excellent online customer services in idle periods cannot be in a high-load state all the time, and meanwhile, an efficient reception state can be rapidly recovered in peak periods. Not only is balanced distribution realized, but also the user experience is satisfied.
And step S103, adjusting the current traffic upper limits corresponding to a plurality of online customer services according to the saturation threshold interval and the current service saturation, so as to distribute the services of the online customer services according to the current traffic upper limits.
Specifically, according to the embodiment of the present invention, the adjusting the current traffic upper limit corresponding to the plurality of online customer services according to the saturation threshold interval and the current traffic saturation further includes:
judging the size relation between the current service saturation and a saturation threshold interval;
if the current service saturation is larger than the upper limit of the saturation threshold interval, increasing the current service volume upper limit corresponding to a plurality of online customer services in the service group;
and if the current service saturation is smaller than the lower limit of the saturation threshold interval, reducing the current service volume upper limit corresponding to a plurality of online customer services in the service group.
Through the setting, if the current service saturation is greater than the upper limit of the saturation threshold interval, namely the current overall saturation of the service group is higher and belongs to a busy time period, the current service volume upper limit of the online customer service in the service group needs to be increased at the moment so as to distribute more services for each online customer service, thereby improving the service processing efficiency and improving the user experience; if the current service saturation is smaller than the lower limit of the saturation threshold interval, that is, the current overall saturation of the service group is low, and the service group belongs to the idle time period, the current overall saturation of the service group needs to be reduced, that is, the current overall saturation of the service group is high, and the service group belongs to the busy time period, so as to avoid the phenomenon that the service distribution is unbalanced because the service volumes are all distributed to the online customer service with a high upper limit of the service volume (that is, the online customer service with a high priority level and the online customer service with high service quality/service efficiency).
Further, according to the embodiment of the present invention, the increasing or decreasing the current upper limit of the traffic volume corresponding to the plurality of online customer services in the service group further includes:
acquiring a traffic threshold interval corresponding to a plurality of online customer services, and determining adjustment priorities corresponding to the plurality of online customer services according to the traffic threshold interval;
and under the condition that the current traffic upper limit corresponding to each online customer service is within the corresponding traffic threshold interval, sequentially increasing or decreasing the current traffic upper limits corresponding to the plurality of online customer services according to the adjustment priority until the current traffic saturation corresponding to the service group is within the saturation threshold interval.
Through the setting, the traffic threshold interval is used as a judgment standard for the on-line customer service adjustment priority, so that the on-line customer service adjustment priority has high service processing efficiency and good service quality (therefore, the set upper limit of the traffic is higher), and if the on-line customer service is busy, the current upper limit of the traffic is preferentially increased for the on-line customer service with higher priority, so that more services are allocated for the on-line customer service, the user experience is met, and the service processing efficiency is improved; if the idle time (the idle time refers to a relatively small amount of traffic and certainly refers to no traffic to be distributed and processed), the upper limit of the current traffic corresponding to the online customer service with the higher priority level is preferentially reduced, and the phenomenon that the remaining online customer services cannot be distributed with traffic due to more traffic distribution and the distribution is unbalanced and unreasonable is avoided.
Preferably, according to an embodiment of the present invention, the allocating the service to the online customer service according to the current upper limit of the traffic further includes:
and performing service distribution for the online customer service according to the number of the services in the queue to be distributed, the current service volumes corresponding to the plurality of online customer services in the service group and the adjusted current service volume upper limit.
According to the technical scheme of the embodiment of the invention, the current traffic and the upper limit of the current traffic corresponding to a plurality of online customer services in the service group are acquired; calculating current service saturation corresponding to the service group according to the current service volume and the upper limit of the current service volume; the method comprises the steps of adjusting current service volume upper limits corresponding to a plurality of online customer services according to a saturation threshold interval and current service saturation, and performing service distribution on the online customer services according to the current service volume upper limits, so that the technical problems that the existing service distribution method cannot give consideration to balanced distribution and efficient service processing of the services, and further the service processing efficiency is low and the user experience is poor are solved, and further the technical effects of realizing balanced distribution of the services, improving the service distribution efficiency, further improving the service processing efficiency and improving the user experience are achieved.
Fig. 2a is a schematic diagram of a main flow of a service allocation method provided according to an embodiment of the present invention; as shown in fig. 2a, the service allocation method provided in the embodiment of the present invention mainly includes:
step S201, constructing a mapping table according to the current service volume and the current service volume upper limit corresponding to each online customer service; and acquiring the current service volume and the adjustment information of the upper limit of the current service volume in real time, and updating the mapping table according to the adjustment information.
Specifically, according to the embodiment of the present invention, 1) a unique index is established for each online customer service in a service group, and the current maximum throughput (i.e., the current traffic upper limit) and the current throughput (i.e., the current traffic) corresponding to the online customer service are cached in a memory in a key-value form; 2) and monitoring the current receiving capacity of the current online customer service, if a new reception (namely, newly added and distributed services) exists, adding one to the current receiving capacity, if a terminated reception session (service processing is finished), subtracting one from the current receiving capacity, and then storing the updated value back to the memory.
Through the setting, the mapping table of the current service volume and the current service volume upper limit corresponding to each online customer service in the service group is constructed and stored, so that the current service volume and the current service volume upper limit corresponding to a plurality of online customer services in the service group can be rapidly acquired, and the overall service distribution efficiency and the service processing efficiency can be improved.
Step S202, obtaining the current traffic and the current traffic upper limit corresponding to a plurality of online customer services in the service group.
According to a specific implementation manner of the embodiment of the invention, the current traffic and the upper limit of the current traffic corresponding to the online customer service can be directly obtained from the memory.
Step S203, calculating the total amount of the current business of the business group according to the current business amount corresponding to the plurality of online customer services; calculating the current total traffic upper limit of the service group according to the current traffic upper limits corresponding to the plurality of online customer services; and taking the ratio of the total current service amount to the upper limit of the total current service amount as the saturation of the current service.
According to the embodiment of the present invention, the formula for calculating the service saturation is as follows:
step S204, obtaining the traffic threshold interval corresponding to the plurality of online customer services, and determining the adjustment priority corresponding to the plurality of online customer services according to the traffic threshold interval.
Through the setting, the service volume threshold interval is used as a judgment standard for the priority of the online customer service adjustment, so that the service processing efficiency is high, the service quality is good (therefore, the upper limit of the service volume set for the service volume threshold interval is higher), and further, the service distribution is favorably carried out on the online customer services with different priorities, and the service balance is ensured.
Step S205, determining a size relationship between the current service saturation and the saturation threshold interval. If the current service saturation is greater than the upper limit of the saturation threshold interval, executing step S206 under the condition that the current traffic upper limit corresponding to each online customer service is within the corresponding traffic threshold interval; if the current service saturation is smaller than the lower limit of the saturation threshold interval, step S207 is executed under the condition that the current traffic upper limit corresponding to each online customer service is within the traffic threshold interval corresponding thereto.
Through the setting, the real-time saturation of the whole service group is maintained within a threshold value range according to the service saturation index, and simultaneously, the current service volume upper limit of each online customer service is adjusted in a priority mode (namely the adjustment priority of the online customer service), so that excellent online customer service in an idle period can not be in a high-load state all the time, and meanwhile, a high-efficiency reception state can be rapidly recovered in a peak period. Not only is balanced distribution realized, but also the user experience is satisfied.
And step S206, sequentially increasing the upper limit of the current traffic corresponding to the plurality of online customer services according to the adjustment priority until the current traffic saturation corresponding to the service group is within the saturation threshold interval.
Specifically, as shown in fig. 2b, if the current service saturation is greater than the upper limit of the saturation threshold interval, that is, the current overall saturation of the service group is higher, and belongs to a busy time period, the current service amount upper limit (that is, the maximum reception amount in fig. 2b is adjusted upward) is preferentially increased for the online customer service with higher priority, so as to allocate more services to the online customer service, which not only meets the user experience, but also improves the service processing efficiency.
And step S207, sequentially reducing the upper limit of the current traffic corresponding to the plurality of online customer services according to the adjustment priority until the current traffic saturation corresponding to the service group is within the saturation threshold interval.
Specifically, as shown in fig. 2c, if the current service saturation is smaller than the lower limit of the saturation threshold interval, that is, the current overall saturation of the service group is low, and belongs to the idle period, the current traffic upper limit corresponding to the online customer service with the higher priority level is preferentially reduced (that is, the maximum reception capacity in fig. 2c is reduced), so as to avoid that the remaining online customer services are not allocated with the traffic, and the phenomenon of unbalanced and unreasonable allocation occurs.
Step S208, obtaining historical service volume information and historical service information corresponding to the online customer service, wherein the historical service information comprises historical service volume and a service type corresponding to the historical service; and dividing the online customer service according to the historical service volume information and the historical service information to obtain at least one service group.
Through the arrangement, different service groups are divided according to historical information (such as the service level, the service processing efficiency/the service processing amount, the processed service type, the historical service amount, the proportion of various service types and the like of each online customer service), so that each online customer service is favorably distributed to the service of the service type which is good at the online customer service, the service processing efficiency is improved, and the user experience is improved.
Step S209, receiving a service request initiated by a user, and determining a target service group corresponding to a service according to user information and service information indicated in the service request; and sending the service to the queue to be distributed corresponding to the target service group.
Through the setting, the received service request is distributed and then sent to the queue to be distributed of the service group matched with the received service request, the flow is equivalent to the pre-distribution of the service, and a foundation is provided for the follow-up service distribution of each online customer service.
Step S210, according to the number of the services in the queue to be distributed, the current traffic corresponding to a plurality of online customer services in the service group and the adjusted upper limit of the current traffic, performing service distribution for the online customer services.
By the setting, the upper limit of the current traffic after the online customer service adjustment is the constrained quantity of the online customer service, and on the premise of the constrained quantity, the traffic is distributed according to the traffic quantity in the queue to be distributed and the current traffic of each online customer service. The specific allocation mode can be performed according to user requirements, user experience, service level of online customer service and the like.
According to the technical scheme of the embodiment of the invention, the current traffic and the upper limit of the current traffic corresponding to a plurality of online customer services in the service group are acquired; calculating current service saturation corresponding to the service group according to the current service volume and the upper limit of the current service volume; the method comprises the steps of adjusting current service volume upper limits corresponding to a plurality of online customer services according to a saturation threshold interval and current service saturation, and performing service distribution on the online customer services according to the current service volume upper limits, so that the technical problems that the existing service distribution method cannot give consideration to balanced distribution and efficient service processing of the services, and further the service processing efficiency is low and the user experience is poor are solved, and further the technical effects of realizing balanced distribution of the services, improving the service distribution efficiency, further improving the service processing efficiency and improving the user experience are achieved.
Fig. 3 is a schematic diagram of main modules of a service distribution apparatus provided according to an embodiment of the present invention; as shown in fig. 3, a service distribution apparatus 300 provided in the embodiment of the present invention mainly includes:
an obtaining module 301, configured to obtain a current traffic volume and a current traffic volume upper limit corresponding to a plurality of online customer services in a service group.
Wherein, the current traffic refers to the number of services to which the online customer service is currently allocated;
the current upper limit of the traffic volume refers to the upper limit of the traffic volume to which the online customer service can be currently allocated.
Specifically, according to the embodiment of the present invention, the service distribution apparatus 300 further includes a mapping table constructing module, configured to:
constructing a mapping table according to the current service volume and the current service volume upper limit corresponding to each online customer service;
and acquiring the current service volume and the adjustment information of the upper limit of the current service volume in real time, and updating the mapping table according to the adjustment information.
Through the setting, the mapping table of the current service volume and the current service volume upper limit corresponding to each online customer service in the service group is constructed and stored, so that the current service volume and the current service volume upper limit corresponding to a plurality of online customer services in the service group can be rapidly acquired, and the overall service distribution efficiency and the service processing efficiency can be improved.
Further, according to the embodiment of the present invention, the service group including a plurality of online customer services is divided according to service types. The service distribution apparatus 300 further includes a service group division module, configured to:
acquiring historical service volume information and historical service information corresponding to online customer service, wherein the historical service information comprises historical service volume and a service type corresponding to historical service;
and dividing the online customer service according to the historical service volume information and the historical service information to obtain at least one service group.
Through the arrangement, different service groups are divided according to historical information (such as the service level, the service processing efficiency/the service processing amount, the processed service type, the historical service amount, the proportion of various service types and the like of each online customer service), so that each online customer service is favorably distributed to the service of the service type which is good at the online customer service, the service processing efficiency is improved, and the user experience is improved.
Preferably, according to the embodiment of the present invention, the service distribution apparatus 300 further includes a target service group determining module, configured to:
receiving a service request initiated by a user, and determining a target service group corresponding to a service according to user information and service information indicated in the service request;
and sending the service to the queue to be distributed corresponding to the target service group.
Through the setting, the received service request is distributed and then sent to the queue to be distributed of the service group matched with the received service request, the flow is equivalent to the pre-distribution of the service, and a foundation is provided for the follow-up service distribution of each online customer service.
A calculating module 302, configured to calculate current service saturation corresponding to the service group according to the current service volume and the current service volume upper limit.
Through the arrangement, the current service saturation of the service group is calculated according to the current traffic and the current traffic upper limit of a plurality of online customer services in the service group, so that the judgment of the current busy degree (in a busy service period or an idle service period) of the service group is facilitated, and then the current traffic upper limit of the online customer services is adjusted, so that the balanced distribution of the services is realized while the efficient service distribution and the user experience are ensured.
Further, according to an embodiment of the present invention, the calculating module 302 is further configured to:
calculating the total amount of the current business of the business group according to the current business amount corresponding to the online customer services;
calculating the current total traffic upper limit of the service group according to the current traffic upper limits corresponding to the plurality of online customer services;
and taking the ratio of the total current service amount to the upper limit of the total current service amount as the saturation of the current service.
Through the setting, the service saturation index is calculated in the above manner, then the real-time saturation of the whole service group is guaranteed to be maintained within a threshold range according to the service saturation index, and simultaneously, the current service volume upper limit of each online customer service is adjusted in a priority manner (namely, the priority of the online customer service mentioned below), so that excellent online customer services in idle periods cannot be in a high-load state all the time, and meanwhile, an efficient reception state can be rapidly recovered in peak periods. Not only is balanced distribution realized, but also the user experience is satisfied.
And the service distribution module 303 is configured to adjust current upper limits of the traffic volumes corresponding to the multiple online customer services according to the saturation threshold interval and the current traffic saturation, so as to perform service distribution for the online customer services according to the current upper limits of the traffic volumes.
Specifically, according to the embodiment of the present invention, the service allocating module 303 is further configured to:
judging the size relation between the current service saturation and a saturation threshold interval;
if the current service saturation is larger than the upper limit of the saturation threshold interval, increasing the current service volume upper limit corresponding to a plurality of online customer services in the service group;
and if the current service saturation is smaller than the lower limit of the saturation threshold interval, reducing the current service volume upper limit corresponding to a plurality of online customer services in the service group.
Through the setting, if the current service saturation is greater than the upper limit of the saturation threshold interval, namely the current overall saturation of the service group is higher and belongs to a busy time period, the current service volume upper limit of the online customer service in the service group needs to be increased at the moment so as to distribute more services for each online customer service, thereby improving the service processing efficiency and improving the user experience; if the current service saturation is smaller than the lower limit of the saturation threshold interval, that is, the current overall saturation of the service group is low, and the service group belongs to the idle time period, the current overall saturation of the service group needs to be reduced, that is, the current overall saturation of the service group is high, and the service group belongs to the busy time period, so as to avoid the phenomenon that the service distribution is unbalanced because the service volumes are all distributed to the online customer service with a high upper limit of the service volume (that is, the online customer service with a high priority level and the online customer service with high service quality/service efficiency).
Further, according to the embodiment of the present invention, the service allocating module 303 is further configured to:
acquiring a traffic threshold interval corresponding to a plurality of online customer services, and determining adjustment priorities corresponding to the plurality of online customer services according to the traffic threshold interval;
and under the condition that the current traffic upper limit corresponding to each online customer service is within the corresponding traffic threshold interval, sequentially increasing or decreasing the current traffic upper limits corresponding to the plurality of online customer services according to the adjustment priority until the current traffic saturation corresponding to the service group is within the saturation threshold interval.
Through the setting, the traffic threshold interval is used as a judgment standard for the on-line customer service adjustment priority, so that the on-line customer service adjustment priority has high service processing efficiency and good service quality (therefore, the set upper limit of the traffic is higher), and if the on-line customer service is busy, the current upper limit of the traffic is preferentially increased for the on-line customer service with higher priority, so that more services are allocated for the on-line customer service, the user experience is met, and the service processing efficiency is improved; if the idle time (the idle time refers to a relatively small amount of traffic and certainly refers to no traffic to be distributed and processed), the upper limit of the current traffic corresponding to the online customer service with the higher priority level is preferentially reduced, and the phenomenon that the remaining online customer services cannot be distributed with traffic due to more traffic distribution and the distribution is unbalanced and unreasonable is avoided.
Preferably, according to the embodiment of the present invention, the service allocating module 303 is further configured to:
and performing service distribution for the online customer service according to the number of the services in the queue to be distributed, the current service volumes corresponding to the plurality of online customer services in the service group and the adjusted current service volume upper limit.
According to the technical scheme of the embodiment of the invention, the current traffic and the upper limit of the current traffic corresponding to a plurality of online customer services in the service group are acquired; calculating current service saturation corresponding to the service group according to the current service volume and the upper limit of the current service volume; the method comprises the steps of adjusting current service volume upper limits corresponding to a plurality of online customer services according to a saturation threshold interval and current service saturation, and performing service distribution on the online customer services according to the current service volume upper limits, so that the technical problems that the existing service distribution method cannot give consideration to balanced distribution and efficient service processing of the services, and further the service processing efficiency is low and the user experience is poor are solved, and further the technical effects of realizing balanced distribution of the services, improving the service distribution efficiency, further improving the service processing efficiency and improving the user experience are achieved.
Fig. 4 shows an exemplary system architecture 400 of a traffic distribution method or a traffic distribution apparatus to which embodiments of the present invention may be applied.
As shown in fig. 4, the system architecture 400 may include terminal devices 401, 402, 403, a network 404, and a server 405 (this architecture is merely an example, and the components included in a particular architecture may be adapted according to application specific circumstances). The network 404 serves as a medium for providing communication links between the terminal devices 401, 402, 403 and the server 405. Network 404 may include various types of connections, such as wire, wireless communication links, or fiber optic cables, to name a few.
A user may use terminal devices 401, 402, 403 to interact with a server 405 over a network 404 to receive or send messages or the like. Various communication client applications, such as a service distribution application, a data processing application, a search application, an instant messaging tool, a mailbox client, social platform software, and the like, may be installed on the terminal devices 401, 402, and 403.
The terminal devices 401, 402, 403 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.
The server 405 may be a server that provides various services, such as a server (for example only) that distributes traffic to/processes data for users using the terminal devices 401, 402, 403. The server may analyze and perform other processing on the received data such as the current traffic and the current traffic upper limit, and feed back a processing result (for example, current traffic saturation — just an example) to the terminal device.
It should be noted that the service allocation method provided by the embodiment of the present invention is generally executed by the server 405, and accordingly, the service allocation apparatus is generally disposed in the server 405.
It should be understood that the number of terminal devices, networks, and servers in fig. 4 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
Referring now to FIG. 5, a block diagram of a computer system 500 suitable for use with a terminal device or server implementing an embodiment of the invention is shown. The terminal device or the server shown in fig. 5 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 5, the computer system 500 includes a Central Processing Unit (CPU)501 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)502 or a program loaded from a storage section 508 into a Random Access Memory (RAM) 503. In the RAM 503, various programs and data necessary for the operation of the system 500 are also stored. The CPU 501, ROM 502, and RAM 503 are connected to each other via a bus 504. An input/output (I/O) interface 505 is also connected to bus 504.
The following components are connected to the I/O interface 505: an input portion 506 including a keyboard, a mouse, and the like; an output portion 507 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 508 including a hard disk and the like; and a communication section 509 including a network interface card such as a LAN card, a modem, or the like. The communication section 509 performs communication processing via a network such as the internet. The driver 510 is also connected to the I/O interface 505 as necessary. A removable medium 511 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 510 as necessary, so that a computer program read out therefrom is mounted into the storage section 508 as necessary.
In particular, according to the embodiments of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 509, and/or installed from the removable medium 511. The computer program performs the above-described functions defined in the system of the present invention when executed by the Central Processing Unit (CPU) 501.
It should be noted that the computer readable medium shown in the present invention can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present invention, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The modules described in the embodiments of the present invention may be implemented by software or hardware. The described modules may also be provided in a processor, which may be described as: a processor includes an acquisition module, a computation module, and a traffic distribution module. The names of the modules do not form a limitation on the modules themselves in some cases, for example, the obtaining module may also be described as a "module for obtaining the current traffic and the upper limit of the current traffic corresponding to a plurality of online customer services in the service group".
As another aspect, the present invention also provides a computer-readable medium that may be contained in the apparatus described in the above embodiments; or may be separate and not incorporated into the device. The computer readable medium carries one or more programs which, when executed by a device, cause the device to comprise: acquiring current service volume and current service volume upper limit corresponding to a plurality of online customer services in a service group; calculating current service saturation corresponding to the service group according to the current service volume and the upper limit of the current service volume; and adjusting the current traffic upper limits corresponding to the plurality of online customer services according to the saturation threshold interval and the current traffic saturation, so as to distribute the traffic for the online customer services according to the current traffic upper limits.
According to the technical scheme of the embodiment of the invention, the current traffic and the upper limit of the current traffic corresponding to a plurality of online customer services in the service group are acquired; calculating current service saturation corresponding to the service group according to the current service volume and the upper limit of the current service volume; the method comprises the steps of adjusting current service volume upper limits corresponding to a plurality of online customer services according to a saturation threshold interval and current service saturation, and performing service distribution on the online customer services according to the current service volume upper limits, so that the technical problems that the existing service distribution method cannot give consideration to balanced distribution and efficient service processing of the services, and further the service processing efficiency is low and the user experience is poor are solved, and further the technical effects of realizing balanced distribution of the services, improving the service distribution efficiency, further improving the service processing efficiency and improving the user experience are achieved.
The above-described embodiments should not be construed as limiting the scope of the invention. Those skilled in the art will appreciate that various modifications, combinations, sub-combinations, and substitutions can occur, depending on design requirements and other factors. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (11)
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