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Routing method for realizing hierarchical service of next generation calling center

A call center and layered service technology, which is applied in the field of data communication, can solve the problems that cannot reflect the effect of layered services well, achieve obvious economic and social benefits, and improve user satisfaction and market share.

Active Publication Date: 2012-09-26
ZTE CORP
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

It can be seen that this method cannot well reflect the effect of layered services

Method used

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  • Routing method for realizing hierarchical service of next generation calling center
  • Routing method for realizing hierarchical service of next generation calling center
  • Routing method for realizing hierarchical service of next generation calling center

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Embodiment Construction

[0034] The technical solutions of the present invention will be described in detail below in conjunction with the accompanying drawings and embodiments.

[0035] In the present invention, the routing method that realizes the hierarchical service of the next generation call center is defined as:

[0036] The connection rate of the user priority = the number of successful connections of the user priority ÷ (the number of successful connections of the user priority + the number of failed connections of the user priority).

[0037] The hierarchical service routing method includes the following steps:

[0038] 1. Pre-configure all user priorities supported by the system, and configure a connection rate threshold for each user priority.

[0039] 2. The statistical period and sampling period of the connection rate are set in advance, and the statistical period must be divisible by the sampling period.

[0040] 3. The system sets a sampling linked list for each user priority, and ea...

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Abstract

The invention discloses a routing method for realizing hierarchical service of a next generation calling center, comprising the following steps: allocating priorities of user, threshold of call completing rate, statistics period and sampling period for a service request, setting corresponding sampling linked lists and sampling nodes for the priorities of user and inserting a new sampling linked list for each sampling linked list when the statistics period comes; when the service request comes, recording the statistical information of the call completing rate on the sampling node in the sampling period; classifying the priorities of user based on the call completing rate and the threshold of call completing rate, putting the priorities of user lower than the threshold of call completing rate into a set A and putting the priorities of user higher than the threshold of call completing rate into a set B; finding an appropriate service request in the set A in accordance with the prioritiesof user from top to bottom, if the set A has no appropriate service request, finding the appropriate service request in the set B and connecting the idle telephone operator for the found service request. The method can accurately reflect the call completing rates on the priorities of user and ensure the hierarchical service to achieve the best effect.

Description

technical field [0001] The invention relates to the field of data communication, in particular to a routing method for realizing layered service of a next-generation call center by using a real-time measurement algorithm and a connection rate. Background technique [0002] The call center, also known as the customer service system, is an information system used to provide users with multiple access methods such as telephone, fax, and email. 1860 in the telecommunications industry, 95555 in the financial industry, etc. The core function of the call center is to find a suitable agent for a suitable user (routing queuing strategy), and then establish a call between the user and the agent, so as to realize the service to the user. Hierarchical service is an important routing queuing strategy in customer service system. [0003] At present, the customer service system uses the following methods to implement layered services: [0004] According to the user grading strategy (suc...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/56H04L12/54
CPCH04L12/56
Inventor 付强
Owner ZTE CORP
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