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Hierarchical service routing method for customer service system

A customer service system and layered service technology, applied in the field of layered service routing, can solve the problem that the platform cannot reflect the business characteristics, and achieve the effect of good scalability

Active Publication Date: 2008-06-04
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In this case, if the simple routing and queuing method is still adopted, the advantages of the platform cannot be reflected in the flexible and rich business features

Method used

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  • Hierarchical service routing method for customer service system
  • Hierarchical service routing method for customer service system
  • Hierarchical service routing method for customer service system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0041] The present invention will be described in detail below with reference to the accompanying drawings.

[0042] refer to figure 1 , the layered service routing method for the customer service system according to the present invention comprises the following steps:

[0043] Step S102, setting a call level-skill matrix, wherein each intersection of the call level-skill matrix is ​​a call waiting queue, and the call waiting queue corresponds to the call level and skill of the point where it is located.

[0044] Optionally, the call level is mapped by one or more hierarchical service control parameters of the call in the waiting state. Call level={∑[(1-the actual connection ratio of the hierarchical service control parameter / the set connection ratio of the hierarchical service control parameter)×the weight of the hierarchical service control parameter]}×the original level of the call.

[0045] Step S104, setting an agent skill level-skill matrix, wherein each intersection p...

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Abstract

The invention discloses a layered service routing method used for a customer service system. A call level-skill matrix is set and each crossing point of the call level-skill matrix is a call waiting queue. The call waiting queue corresponds to the call level and skill of the point where the call waiting queue is located; a seat skill level-skill matrix is set and each crossing point of the seat skill level-skill matrix is an idle seat queue; the idle seat queue corresponds to the seat skill level and the skill of the point where the idle seat queue is located; if a call in the waiting state exists, then the satisfied seats are searched for in the seat skill level-skill matrix according to the specified skill in the call; if the satisfied seats are found, then the satisfied seats are allocated to the call; if the satisfied seats are not found, then call queuing is carried out; if the seat in the idle state exists, then the satisfied calls are searched for in the call level-skill matrix; if the satisfied calls are found, then the seat is allocated to the found calls; if the satisfied calls are not found, then the seat queuing is carried out.

Description

technical field [0001] The invention relates to the field of data communication, in particular to a layered service routing method for a customer service system. Background technique [0002] The customer service system is an information system used to provide users with various access means such as telephone, fax, and e-mail. , 1000, 1860, etc. In the customer service system, CTI (Computer Telephony Integration, computer telephony integration technology) is a core device, and the routing queuing module is the core module of CTI. The main function of the routing and queuing module is to find the most suitable operator (agent) for the user (call). [0003] At present, the application of technologies such as Softswitch, Parlay Gateway (the concept and technical broadband technology for fast provision of services proposed by OSA / Parlay), SoftACD (full software queuing machine Software ACD) and other technologies make the platform function of the customer service center more a...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523H04Q3/00
Inventor 付强
Owner ZTE CORP
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