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Processing method and processing device of call control strategies and call center

A call center and call control technology, applied in the field of communication, can solve the problems of high time and labor costs, inability to meet user policy updates, etc., to achieve the effect of improving user experience, enhancing flexibility and convenience

Active Publication Date: 2012-03-21
QIDONG PLANT SERVICE VALVE FACTORY
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The inventor found that in the above-mentioned related technologies, the original fixed stylized routing queuing strategy needs to continuously modify the program code according to the change of user needs, and the time and labor costs are high, which cannot meet the purpose of users to quickly complete the policy update

Method used

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  • Processing method and processing device of call control strategies and call center
  • Processing method and processing device of call control strategies and call center
  • Processing method and processing device of call control strategies and call center

Examples

Experimental program
Comparison scheme
Effect test

example 1

[0052] This example provides a method that can flexibly and quickly implement various customized routing queuing strategies, that is, split and abstract the basic functional units in routing strategies or queuing strategies (that is, matching strategies) into various simple functional blocks A variety of strategies can be formed by combining these function blocks according to different logics or sequences to form a certain logic flow. Based on this idea, the above basic functional blocks can be made into functional block diagrams, and they can be connected logically to form a flow chart of routing strategy or queuing strategy. When a new call arrives, the optimal agent can be selected according to the logic of the routing flow chart; when the agent is idle, the queued call can be selected according to the logic of the queuing diagram.

[0053] In order to realize the above logic flow, the flowchart mainly includes three elements: variables, various function blocks (ie, basic f...

example 2

[0064] The process of selecting the optimal agent for a new call is called routing (i.e., routing strategy), and the process of selecting the optimal call from queued calls when an agent is idle is called queuing (i.e., queuing strategy). Which agent to talk to (that is, the matching strategy for calls and available agents) depends on how the routing and queuing process is performed.

[0065] Figure 4 It is a flow chart of the routing and queuing execution conditions according to Example 2 of the present invention, such as Figure 4 As shown, as long as the routing and queuing flow chart of the correct logic is provided, press Figure 4 The conditional execution in can realize the call establishment between the call and the agent.

[0066] Similar to example 1, the basic function diagram may include three basic elements, variable, function diagram and conditional jump unit. Among them, four variables can be provided: agent object variable, call object variable, agent queue...

example 3

[0072] Assuming that the routing strategy to be implemented is to select the agent who has the skills specified in the call and has the longest idle time from the currently idle agent queue, then use the above flow chart elements to draw a flow chart.

[0073] Figure 7 It is a schematic flow diagram of selecting the route of the agent with the longest idle time according to the example 3 of the present invention who has the designated call skill, such as Figure 7 As shown, the routing policy of this routing flowchart can be:

[0074] First, use function block 1 to filter agents from the current idle agent queue. Among them, the filter condition is that the skill of the current call variable exists in the skills owned by the agent, and the filter result is output to the agent queue variable.

[0075] If the above-mentioned agent queue variable is empty (that is, there is no qualified agent), then jump to function block 4, put the current call into the waiting queue, and sel...

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Abstract

The invention discloses a processing method and a processing device of call control strategies and a call center. The method comprises the following steps that: the call center receives a call of a user; a flow file corresponding to a matching strategy between the call and a vacant seat is determined, wherein the flow file expresses a flow which is drawn by a basic functional block according to a preset logic, and the basic functional block is formed by abstracting a functional unit of the matching strategy; and the flow file is executed, and a conversation with the call is established according to the execution result. Through the method and the device, the flexibility and the convenience of the system can be enhanced, and the user experience can be improved.

Description

technical field [0001] The invention relates to the communication field, in particular to a method, device and call center for processing call control strategies. Background technique [0002] Call Center (Call Center), also known as customer service center, is a comprehensive information service system based on computer communication integration technology, making full use of multiple function integration of communication network and computer network, and connecting with enterprises. It is a special system for agents or business representatives of the company to centrally handle incoming calls, send out calls and contact users. The call center can provide users with various services such as telephone, fax, and e-mail, and is mainly used to deal with the requirements, questions, complaints, suggestions and inquiries from users to the enterprise. For example, 10000 in the telecommunications industry and 95555 in the financial industry Wait. [0003] With the development of ...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04L1/00H04L12/56H04L47/20
Inventor 范古华
Owner QIDONG PLANT SERVICE VALVE FACTORY
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