WO2015066998A1

WO2015066998A1 - Queuing routing method and device for call centre

Info

Publication number: WO2015066998A1
Application number: PCT/CN2014/074911
Authority: WO
Inventors: 李琼芳
Original assignee: 中兴通讯股份有限公司
Priority date: 2013-11-06
Filing date: 2014-04-08
Publication date: 2015-05-14
Also published as: CN104639775A

Abstract

A queuing routing method and device for a call centre, which relate to the technical field of queuing routing of a CTI call centre. The method comprises the steps of: by configuring skill priorities and idle durations and corresponding specific gravities of queuing routing attendants, establishing a queuing routing policy configuration table; saving the queuing routing policy configuration table and synchronizing same to a CTI; by queuing all the idle attendants of each skill priority, establishing, by the CTI, attendant idle queues of different skill priorities so that the attendant which is idle first of each skill priority becomes the first attendant of each attendant idle queue; and when the CTI receives a call from a user, according to the queuing routing policy configuration table, calculating the score of the first attendant of each attendant idle queue, and allocating the attendant with the highest score as an attendant of this call.

Description

TECHNICAL FIELD The present invention relates to the field of computer telephony integration (CTI) call center queuing routing technology, and more particularly to a call center queuing routing method and device . BACKGROUND When a call center accesses an incoming call, it is assigned to different agents according to skills. If multiple agents have this skill, first select an agent with a high skill priority, and if there are multiple free seats with the same skill priority, a plurality of seats will be selected. The agent with the longest idle time accesses the phone. This mechanism is controlled by the CTI system. Due to the difference in agent capabilities, the usual practice is to add a priority to the agent who has the skill. When the skill is the same, the agent with the highest priority will be given priority to the incoming call. Only the agents with the high priority will be busy. Assigned to agents with low skill priority. In the implementation, the CTI establishes a free agent queue on the agent priority. The agent with the longest idle time is always at the front of the queue. When selecting, the agent with the longest idle time is selected from the high priority idle agent queue. When the queue is empty, the agent is selected from the low priority queue. After the agent is assigned the skill priority, the agent with the high skill priority can answer more calls from the user. The CTI receives the first match skill from the user, and then finds the free agent with the higher priority on the same skill, if the same skill. There are multiple free seats with priority, and the longest idle time will be used for service. The advantage of this is that the agents with high skill priority and long idle time have more services, and the average skill is assigned to the same skill priority. If the agent with high skill priority is busy, the call will be assigned to the agent with low skill priority, and the agent with low skill priority can also answer the call for service. One problem with this is that low-skill priority agents may be idle for a long time, and they will not receive incoming calls because their skills have low priority. When the agents with high skill priority are busy, the calls will be assigned low. On the skill priority seat, there will be a high-skill priority seat who has been busy picking up the phone, while the low-skill priority agent has been unable to access the call, the ability cannot be improved, and the agent resources are not utilized. SUMMARY OF THE INVENTION An object of the present invention is to provide a method and an apparatus for queuing a call center, which solves the problem that a low-skill priority seat in the prior art may be idle for a long time and cannot receive an incoming call. According to an aspect of the present invention, a method for queuing a route of a call center is provided, including the following steps:: configuring a queuing routing policy configuration table by configuring a skill priority, an idle duration, and a corresponding proportion of a queuing route agent; The queuing routing policy configuration table is synchronized to the CTI, wherein the CTI refers to computer telephony integration; the CTI establishes an agent idle queue with different skill priorities by queuing all the idle agents of each skill priority. The first idle agent in each skill priority becomes the first agent of each agent idle queue; when the CTI receives the user call, according to the queued routing policy configuration table, the first in each agent idle queue The agents perform the calculation of the score, and assign the agent with the highest score to the agent of the call; preferably, the CTI establishes an agent idle queue with different skill priorities by queuing all the idle agents of each skill priority. Make the first idle agent in each skill priority become each seat empty The first agent of the queue includes: the CTI puts all the free agents of the same skill priority into the agent idle queue of the same skill priority according to the skill priority of the agent; respectively, by prioritizing each skill priority The free agents are queued according to the idle duration, and the agent idle queues with different skill priorities are established, so that the first idle agent in each skill priority becomes the first agent of each agent idle queue. Preferably, when the CTI receives a user call, calculating a score for the first agent in each agent idle queue according to the queuing routing policy configuration table includes: when the CTI receives a user call, according to the user The skill of the call, the first agent in each skill priority of the skill is obtained; and the first agent in each skill priority is calculated according to the queuing routing policy configuration table. Preferably, the calculating a score for the first agent in each skill priority according to the queuing routing policy configuration table includes: In the queuing routing policy configuration table, respectively acquiring the skill priority and the idle duration and the corresponding proportion of the first agent in each skill priority; respectively, using the first agent including the skill priority and the idle duration And the corresponding proportion, the calculated score of each of the first agents is obtained. Preferably, the calculated score of each of the first agents is obtained by using the sum of the skill priority level of each first agent and the sum of the corresponding level weight and the idle time and the corresponding time weight. According to another aspect of the embodiments of the present invention, a device for queuing a route of a call center is provided, including: establishing a queuing routing policy configuration table module, configured to configure a skill priority, an idle duration, and a corresponding proportion of the queuing route agent, Establishing a queuing routing policy configuration table; a storage and synchronization module, configured to save the queuing routing policy configuration table and synchronize it to a CTI, where the CTI refers to a computer telephony integration; and an agent idle queue module is set, CTI establishes the agent idle queues with different skill priorities by queuing all the idle agents of each skill priority, so that the first idle agent in each skill priority becomes the first agent of each agent idle queue; The agent module of the secondary call is configured to calculate a score for the first agent in each agent idle queue according to the queuing routing policy configuration table when the CTI receives the user call, and assign the agent with the highest score to the current Calling the agent; preferably, the establishing an agent idle queue module package The allocation unit is set to the CTI according to the skill priority of the agent, and all the idle agents of the same skill priority are respectively placed into the agent idle queue of the same skill priority; the agent idle queue unit is set, and the All the free agents of each skill priority are queued according to the idle duration, and the agent idle queues with different skill priorities are established, so that the first idle agent in each skill priority becomes the first agent of each agent idle queue. Preferably, the acquiring the agent module of the current call includes: obtaining a first agent unit, configured to obtain, in the skill priority level of the skill, according to a skill of the user when the CTI receives the user call, First seat; The calculation score unit is configured to calculate a score for the first agent in each of the skill priorities according to the queuing routing policy configuration table. Preferably, the calculating the score unit comprises: an obtaining subunit, configured to obtain, in the queuing routing policy configuration table, respectively, a skill priority, an idle duration, and a corresponding proportion of the first agent in each skill priority. Calculating the numerator unit, and setting the calculation score of each of the first agents by using the skill priority and the idle duration and the corresponding specific gravity of the first agent respectively. Preferably, the calculated molecular unit obtains the calculation score of each of the first agents by using the sum of the skill priority level of each first agent and the sum of the corresponding level weight and the idle time and the corresponding time weight. . Compared with the prior art, the beneficial effects of the embodiments of the present invention are as follows: In the embodiment of the present invention, the agent's idle duration and the priority of the agent are simultaneously considered in the selection of the agent, so that the low-priority agent can also receive more appropriate. The phone, so the result is more reasonable. BRIEF DESCRIPTION OF DRAWINGS FIG. 1 is a flow chart of a method for queuing a call center of a call center according to an embodiment of the present invention; FIG. 2 is a schematic diagram of a device for queuing a call center of a call center according to an embodiment of the present invention; FIG. FIG. 4 is a flowchart of a method for queuing routes of a call center according to an embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The preferred embodiments of the present invention are described in detail below with reference to the accompanying drawings. In the embodiment of the present invention, the first agent in the idle queue of the agent with different priorities of the same skill is selected, and the agent score is calculated according to the configured routing policy algorithm, and the agent with the highest score is selected as the agent to be allocated. The routing policy algorithm needs to consider at least the skill priority of the agent and the current idle duration. Calculated according to the specific gravity, set the skill priority and the agent idle duration and the corresponding proportion. The weight and priority data are synchronized to the CTI through the data configuration module. FIG. 1 is a flowchart of a method for queuing a route of a call center according to an embodiment of the present invention. As shown in FIG. 1 , the method includes the following steps: Step S101: Establish a queuing by configuring a skill priority, an idle duration, and a corresponding proportion of a queuing route agent. a routing policy configuration table; Step S102: Save the queuing routing policy configuration table and synchronize it to the CTI, where the CTI refers to computer telephony integration; Step S103: the CTI passes all idles of each skill priority The agent queues to establish an agent idle queue with different skill priorities, so that the first idle agent in each skill priority becomes the first agent of each agent idle queue; Step S104: When the CTI receives the user call, Calculating a score for the first agent in each agent idle queue according to the queuing routing policy configuration table, and assigning the agent with the highest score to the agent of the current call; wherein the CTI passes all the priorities of each skill Free agents queue up to establish agent idle queues with different skill priorities, making each skill priority The first agent that is idle first becomes the first agent of each agent's idle queue. The CTI puts all the free agents of the same skill priority into the agent idle queue of the same skill priority according to the skill priority of the agent. By arranging all the free agents of each skill priority according to the idle duration, the agent idle queues with different skill priorities are established, so that the first idle agent in each skill priority becomes the first one of each agent's idle queue. Seat. When the CTI receives a user call, calculating a score for the first agent in each agent idle queue according to the queuing routing policy configuration table includes: when the CTI receives a user call, according to the user call Skill, obtaining the first agent in each skill priority of the skill; calculating a score for the first agent in each skill priority according to the queuing routing policy configuration table. Preferably, the calculating a score for the first agent in each skill priority according to the queuing routing policy configuration table includes: obtaining, in the queuing routing policy configuration table, each skill priority The first agent includes the skill priority and the idle duration and the corresponding proportions; and the calculated scores of each of the first agents are obtained by using the first agent including the skill priority and the idle duration and the corresponding proportions respectively. Preferably, the calculated score of each of the first agents is obtained by using the sum of the skill priority level of each first agent and the sum of the corresponding level weight and the idle time and the corresponding time weight. 2 is a schematic diagram of a device for queuing a route of a call center according to an embodiment of the present invention. As shown in FIG. 2, the method includes: establishing a queuing routing policy configuration table module 201, configured to configure a skill priority and an idle duration of a queuing route agent and correspondingly The proportion, establishes a queuing routing policy configuration table; a storage and synchronization module 202, configured to save the queuing routing policy configuration table and synchronize it to the CTI; establish an agent idle queue module 203, set the CTI by each skill All the idle seats of the priority are queued, and the agent idle queues with different skill priorities are established, so that the first idle agent in each skill priority becomes the first agent of each agent idle queue; the agent module 204 that obtains the current call And setting, when the CTI receives the user call, calculating a score for the first agent in each agent idle queue according to the queuing routing policy configuration table, and assigning the agent with the highest score to the agent of the call; The CTI refers to computer telephony integration. The establishing the agent idle queue module 203 includes: an allocating unit, configured to set all the idle seats of the same skill priority into the agent idle queue of the same skill priority according to the skill priority of the agent; The idle queue unit is set to queue each idle agent of each skill priority according to the idle duration to establish an agent idle queue with different skill priorities, so that the first idle agent in each skill priority becomes each agent. The first agent in the idle queue. The obtaining the agent module 204 of the current call includes: obtaining a first agent unit, configured to obtain the first of each skill priority of the skill according to the skill of the user when the CTI receives the user call. An agent; a calculation score unit configured to calculate a score for the first agent in each skill priority according to the queued routing policy configuration table. Preferably, the calculating the score unit comprises: an obtaining subunit, configured to obtain, in the queuing routing policy configuration table, respectively, a skill priority, an idle duration, and a corresponding proportion of the first agent in each skill priority. Calculating the numerator unit, and setting the calculation score of each of the first agents by using the skill priority and the idle duration and the corresponding specific gravity of the first agent respectively. The calculated molecular unit obtains the calculated score of each of the first agents by using the sum of the skill priority level of each first agent and the sum of the corresponding level weight and the idle time and the corresponding time weight. FIG. 3 is a schematic structural diagram of a call center queued route according to an embodiment of the present invention. As shown in FIG. 3, the data configuration module, the database, the CTI, and the agent are included. The data configuration module is configured to configure agent data and a queuing routing policy, and save the data to the database, and synchronize the queuing routing policy data to the CTI. The queuing routing policy configuration includes agent skill priority and weight, agent idle duration and weight, and other agent attributes and weights that can be used for routing policies. After the configuration changes, it will be synchronized to the CTI module. The CTI module is configured to calculate the agent score according to the latest routing policy configuration to select the most suitable agent. The database is used to store data, including queued routing policies, such as agent skill priority and proportion, agent idle duration and weight.

CTI: Used to assign the inbound user the agent to serve, while maintaining the agent status and assigning the agent. According to the configuration data synchronized from the data configuration module, the CTI obtains the agent's skill priority and records the agent's idle duration, CTI. Manage the agents according to their skills. On each skill, set a queue for each priority according to different skill priorities, and put the free agents into different skill priority queues according to the idle order. This ensures each priority. The first idle agent in the queue is always in front. When selecting, the first agent is extracted from each queue. These agents are the longest idle among the priorities, which will extract the most idle seats, and then Then, the extracted agents are comprehensively considered with the skill priority and the current idle duration, and are calculated according to the configured routing strategy algorithm, and the score corresponding to each agent is obtained, and the agent with the highest score is selected. Through this transformation, CTI has improved the skills of the agents and enabled the low-priority agents to serve them effectively. Agent score calculation formula: Agent score = 属性 attribute attribute i corresponds to the attribute weight i. The agent attribute may include the skill corresponding priority, the agent's current idle time, but not limited to these two. Agent: An application that interacts with the user and is used to answer user calls. Agent A, Agent B, Agent C, and Agent D all have the same skill. Agent A, agent B has higher skill priority, agent C, and agent D has lower skill priority. Agent free time: Agent C> Agent D> Seat A> Seat B. According to the new queuing routing strategy, the CTI module considers the skill priority and idle duration of the agent. The high skill priority of the agent A and the agent B will give the agent priority access, and the idle duration will also be used as the weight of a route. C, agent D does not access the call within a certain length of time, CTI will also assign calls to agent C, agent D, so that the resource allocation is more even, and the low-priority agent ability will be effectively improved. FIG. 4 is a flowchart of a method for queuing a call center in a call center according to an embodiment of the present invention. As shown in FIG. 4, the method includes the following steps: Step A. Configure an agent attribute that needs to participate in queuing routing and corresponding correspondingly on the data configuration module. The weight, such as the skill priority of the agent and the idle time of the agent, then save the data to the database server and synchronize to the CTI, as shown in Table 1. That is, the data configuration module configures a CTI queuing routing policy, such as agent skill priority and proportion, agent idle duration and proportion, and saves the data in the database, and synchronizes the changed queuing routing policy to CTI, CTI according to the new The queuing routing strategy performs queuing routing to select service agents for the user. Table 1: Queued Routing Policy Configuration Table

Step B. According to the synchronized queuing routing policy, the CTI puts the idle agents of the same priority into the queue according to the skill priority of the agent, and the first idle agent is placed at the forefront of the queue. In other words, the CTI puts the free agent into the different skill priority queues according to the skill priority, and the agent with the long idle time is placed in front, which is used for the subsequent CTI reasonable allocation of the agent steps. C. After receiving the user's call, the CTI According to the skill of the call, the first agent is extracted from each priority queue under the skill, and the agent score is calculated according to the configured routing strategy. The routing policy calculation needs to consider at least the agent skill priority and the current idle duration of the agent. For example, using the score calculation formula listed above, the score of the agent is obtained, and the agent with the highest score becomes the agent of the call distribution. That is, the user accesses the CTI to queue the route, and the CTI performs the agent allocation. The first agent is obtained from each priority queue of the corresponding skill. According to the configured queuing routing strategy, the scores of the agents are calculated, and then The result of the calculation selects the agent with the highest score as the agent assigned to this priority. Step D. The CTI allocates a call to the agent, and the user and the agent communicate, so that the user and the agent talk. In summary, in the embodiment of the present invention, when the user accesses the call center, the queued routing strategy of the CTI comprehensively considers the skill priority of the agent, and the agent attributes such as the current idle duration of the agent are matched and selected in real time, and the reasonable selection can provide services for the user. The seat. When the user accesses the call center to accept the assigned agent service, the CTI can select the required parameters, such as the skill priority and the current idle duration of the agent, to calculate and obtain the real-time optimal agent. For multiple agents with the same skill, Routing can be prioritized and balanced The current idle time of the agent, such that the agent with lower skill priority but longer idle time can also serve and improve their ability, thereby improving service quality and service efficiency, so that the agent can be used reasonably. In summary, the embodiment of the present invention has the following technical effects: The embodiment of the present invention extracts the first agent from each priority queue of a certain skill of the agent through CTI, and then calculates the score of each agent according to the algorithm, and the algorithm needs at least comprehensively Considering the skill priority of the agent and the current idle duration, it can be calculated according to the specific gravity. According to the calculation result, the agent with the highest score is selected to provide services for the user, so that the service ability of the agent can be better improved, and the agent can be better utilized. . Although the embodiments of the present invention have been described in detail above, the present invention is not limited thereto, and various modifications may be made by those skilled in the art in accordance with the principles of the present invention. Therefore, modifications made in accordance with the principles of the invention should be construed as falling within the scope of the invention. INDUSTRIAL APPLICABILITY The technical solution provided by the embodiments of the present invention can be applied to the field of queuing routing technology of a computer telephony integrated call center, and the agent's idle duration and the priority of the agent are simultaneously considered in the selection of the agent, so that the low-priority seat can also be used. Answer the call as appropriate, so that the result is more reasonable.

Claims

A method for requesting a queuing route in a call center includes the following steps: establishing a queuing routing policy configuration table by configuring a skill priority, an idle duration, and a corresponding proportion of the queuing route agent;

Saving the queuing routing policy configuration table and synchronizing it to the CTI, where the CTI refers to a computer telephony integration;

The CTI sets up an agent idle queue with different skill priorities by queuing all the idle agents of each skill priority, so that the first idle agent in each skill priority becomes the first agent of each agent idle queue;

When the CTI receives the user call, the first agent in each agent idle queue is calculated according to the queuing routing policy configuration table, and the agent with the highest score is assigned to the agent of the call. The method according to claim 1, wherein the CTI establishes an agent idle queue with different skill priorities by queuing all the idle agents of each skill priority, so that each skill priority is the first idle. The agent becomes the first agent in each agent's free queue:

The CTI puts all the free agents of the same skill priority into the agent idle queue of the same skill priority according to the skill priority of the agent;

By arranging all the free agents of each skill priority according to the idle duration, the agent idle queues with different skill priorities are established, so that the first idle agent in each skill priority becomes the first agent of each agent idle queue. . The method according to claim 2, wherein when the CTI receives a user call, calculating a score for the first agent in each agent idle queue according to the queuing routing policy configuration table includes: when the CTI receives When the user calls, according to the skill of the user call, the first agent in each skill priority of the skill is obtained;

Calculating a score for the first agent in each skill priority according to the queuing routing policy configuration table. The method according to claim 3, wherein the calculating a score for the first agent in each skill priority according to the queuing routing policy configuration table comprises: In the queuing routing policy configuration table, respectively acquiring the skill priority and the idle duration and the corresponding proportion of the first agent in each skill priority; respectively, using the first agent including the skill priority and the idle duration And the corresponding proportion, the calculated score of each of the first agents is obtained. The method according to claim 4, wherein each of the first agents is obtained by using the sum of the skill priority level of each first agent and the sum of the corresponding level weight and the idle time and the corresponding time length. Calculated score. A device for queuing a route in a call center, comprising: establishing a queuing routing policy configuration table module, configured to establish a queuing routing policy configuration table by configuring a skill priority, an idle duration, and a corresponding proportion of the queuing routing agent; and storing and synchronizing modules And setting to save the queuing routing policy configuration table and synchronizing to the CTI, wherein the CTI refers to a computer telephony integration; establishing an agent idle queue module, setting the CTI to be all idle by prioritizing each skill The agents queued to establish an agent idle queue with different skill priorities, so that the first idle agent in each skill priority becomes the first agent in each agent's idle queue;

Obtaining an agent module of the current call, when the CTI receives a user call, calculating a score for the first agent in each agent idle queue according to the queuing routing policy configuration table, and assigning the agent with the highest score as The agent for this call. The device according to claim 6, wherein the establishing an agent idle queue module comprises: an allocating unit, configured to set all the idle seats of the same skill priority into the same according to the skill priority of the agent according to the skill of the CTI Skill priority in the agent idle queue;

The agent idle queue unit is set up, and all idle seats of each skill priority are respectively queued according to the idle duration, and the agent idle queues with different skill priorities are established, so that the first idle seats in each skill priority become each The first agent of the agent's free queue. The device according to claim 7, wherein the agent module for acquiring the current call comprises:

Obtaining a first agent unit, configured to obtain, when the CTI receives a user call, a first agent in each skill priority of the skill according to a skill of the user call;

The calculation score unit is configured to calculate a score for the first agent in each of the skill priorities according to the queuing routing policy configuration table. The device according to claim 8, wherein the calculation score unit comprises: an acquisition subunit, configured to acquire, in the queuing routing policy configuration table, respectively, an inclusion skill of the first agent in each skill priority Priority and idle duration and corresponding weight;

The calculated molecular unit is set to obtain the calculated score of each of the first agents by using the skill priority and the idle duration and the corresponding specific gravity of the first agent, respectively. 0. The apparatus according to claim 9, wherein the calculated molecular unit obtains the sum of the skill priority level of each first agent and the sum of the corresponding level weight and the idle time and the corresponding time weight. The calculated score for each of the first agents.