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Customer service distribution and management method and device

A distribution method and customer service technology, applied in the field of customer service, can solve the problems of users not getting customer service, low transfer efficiency, transfer failure, etc., to achieve the effect of improving transfer efficiency, improving transfer success rate, and ensuring timeliness

Active Publication Date: 2021-05-14
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, when the number of unprocessed users is large, the transfer efficiency is low. At the same time, if the transferred customer service personnel or customer service group is not online, the transfer fails, and the user cannot receive timely customer service.

Method used

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  • Customer service distribution and management method and device
  • Customer service distribution and management method and device
  • Customer service distribution and management method and device

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Embodiment Construction

[0058] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be described in further detail below in conjunction with the accompanying drawings. All other embodiments obtained under labor conditions belong to the protection scope of the present invention.

[0059]In the following description, references to "some embodiments" describe a subset of all possible embodiments, but it is understood that "some embodiments" may be the same subset or a different subset of all possible embodiments, and The various technical solutions described in the embodiments of the present invention may be combined with each other without conflict.

[0060] In the following description, the terms "first", "second", etc. involved are only used to distinguish similar objects, and do not represent a specific order or sequence for the objects. Understandably, "first", "second", etc. "Second" and the like, where permitted, may intercha...

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Abstract

The invention provides a customer service distribution and management method and device. The method comprises the following steps: detecting a storage state of a customer service queue corresponding to a first customer service client; when the storage state shows that at least one unserved user exists in the customer service queue, loading a control for releasing the user; in response to a trigger event received by the control, acquiring state cache data of a second customer service client in the same customer service group as the first customer service client; based on the state cache data of the second customer service client, determining a target customer service client; and distributing the unserved user to the target customer service client, so that the target customer service client provides the customer service for the unserved user. According to the invention, the switching efficiency and the switching success rate can be improved, so that the timeliness of providing customer service for unserved users is ensured.

Description

technical field [0001] The invention relates to the field of customer service, in particular to a customer service distribution and management method and device. Background technique [0002] With the rapid development and popularization of the Internet, a customer service system such as an online customer service system is a system in which customer service personnel provide customer service to users by using instant messaging, and plays an important role in the business activities of enterprises. It is a service window that closely connects enterprises and users. [0003] In the related technology, when the customer service personnel approach the off-duty time, they find that there are unfinished users in the customer service queue they serve. At this time, the customer service personnel need to transfer the unprocessed users to a certain customer service personnel one by one before leaving get off work. Or customer service team for service. However, when the number of un...

Claims

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Application Information

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IPC IPC(8): H04M3/523
CPCH04M3/523
Inventor 张宇希
Owner TENCENT TECH (SHENZHEN) CO LTD
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