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CN114531514A - Agent personnel distribution method and device - Google Patents

Agent personnel distribution method and device Download PDF

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Publication number
CN114531514A
CN114531514A CN202011332877.2A CN202011332877A CN114531514A CN 114531514 A CN114531514 A CN 114531514A CN 202011332877 A CN202011332877 A CN 202011332877A CN 114531514 A CN114531514 A CN 114531514A
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China
Prior art keywords
target
staff
conversation
session
sender
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CN202011332877.2A
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Chinese (zh)
Inventor
黄铁鸣
张华键
陈郁
王青
李斌
朱标亦
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Tencent Technology Shenzhen Co Ltd
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Tencent Technology Shenzhen Co Ltd
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Priority to CN202011332877.2A priority Critical patent/CN114531514A/en
Publication of CN114531514A publication Critical patent/CN114531514A/en
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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232Call distribution algorithms

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  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

The application provides a method and a device for allocating seat personnel. The method comprises the following steps: acquiring a target message received by a service account of an enterprise and a sender identifier of the target message, and acquiring a target group in the enterprise, wherein the target group has an association relationship with the service account, and comprises session staff; searching an incomplete session between the service account and a sender corresponding to the sender identification based on the sender identification; if the conversation staff corresponding to the incomplete conversation is not in the target group, selecting the target staff from the target group; the target staff is allocated as the staff of the agent for receiving the target message, so that a sender sending the target message is prevented from continuously waiting for the staff of the session corresponding to the incomplete session, the timeliness of the service account responding to the customer message is improved, and the customer experience is improved.

Description

Agent personnel distribution method and device
Technical Field
The present application relates to the field of computer and communication technologies, and in particular, to a method and an apparatus for allocating agent staff.
Background
In order to better serve customers, an enterprise generally sets a service account to provide services for the customers, and meanwhile, allocates a responsible person for the service account to maintain the service account, and only the responsible person can provide services for the customers through the service account.
However, when a plurality of clients send messages to the service account at the same time, the responsible person cannot respond to the client messages in time, and the client experience is poor.
Disclosure of Invention
The application aims to provide a method and a device for allocating seat personnel, which can improve the timeliness of the service account responding to customer messages to a certain extent, so that the customer experience is improved.
According to an aspect of an embodiment of the present application, there is provided a method for allocating seat staff, including: acquiring a target message received by a service account of an enterprise and a sender identifier of the target message, and acquiring a target group in the enterprise, wherein the target group has an association relationship with the service account, and comprises session staff; searching an incomplete session between the service account and a sender corresponding to the sender identification based on the sender identification; if the conversation staff corresponding to the incomplete conversation is not in the target group, selecting target staff from the target group; and allocating the target staff as the agent staff for receiving the target message.
According to an aspect of an embodiment of the present application, there is provided a seat staff dispensing device, including: the system comprises an acquisition module, a processing module and a display module, wherein the acquisition module is configured to acquire a target message received by a service account of an enterprise and a sender identifier of the target message, and acquire a target group in the enterprise, which has an association relationship with the service account, and the target group comprises session staff; the searching module is configured to search the incomplete session between the service account and the sender corresponding to the sender identification based on the sender identification; the selecting module is configured to select a target employee from the target group if the conversation employee corresponding to the incomplete conversation is not in the target group; and the distribution module is configured to distribute the target staff as the agent staff for receiving the target message.
According to an aspect of the embodiment of the present application, based on the foregoing scheme, the selecting module is further configured to: if the session staff corresponding to the incomplete session is in the target group, acquiring the online state of the session staff corresponding to the incomplete session; and if the conversation staff corresponding to the incomplete conversation is online, distributing the conversation staff corresponding to the incomplete conversation as the seat staff.
According to an aspect of the embodiment of the present application, based on the foregoing scheme, the selecting module is further configured to: if the conversation staff corresponding to the incomplete conversation is in the target group and the conversation staff corresponding to the incomplete conversation is not on line, selecting the target staff from the target group; and allocating the target staff as the agent staff receiving the target message.
According to an aspect of an embodiment of the present application, based on the foregoing solution, the lookup module is configured to: acquiring a session between the sender and the service account within a set time period before the target message is sent as a historical session based on the sender identification; if the message sent by the sender exists in the history session, determining that the history session is an incomplete session between the service account and the sender.
According to an aspect of the embodiments of the present application, based on the foregoing solution, the selecting module is configured to: selecting online employees in the target group; acquiring the staff who has a conversation with the sender in the online staff as candidate staff; and selecting the target staff from the candidate staff.
According to an aspect of the embodiments of the present application, based on the foregoing solution, the selecting module is configured to: acquiring the number of outstanding sessions participated by the candidate employee; selecting the target employee from the candidate employees based on the number of outstanding sessions in which the candidate employees participate.
According to an aspect of the embodiments of the present application, based on the foregoing solution, the selecting module is configured to: if the candidate employee does not exist in the online employees, acquiring the quantity of the incomplete conversations participated by the online employees; and selecting the target employee from the online employees based on the number of outstanding sessions in which the online employees participate.
According to an aspect of the embodiments of the present application, based on the foregoing solution, the obtaining module is configured to: selecting a set number of members in the target group as session members, and generating a session member list; the selecting module is configured to: and if the conversation staff corresponding to the incomplete conversation is not in the conversation staff list, selecting the target staff from the conversation staff list.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the seat staff allocation apparatus further includes: a reply module configured to: and the target employee displays an image different from the image of the conversation employee corresponding to the incomplete conversation, and replies the target message through the service account.
According to an aspect of embodiments of the present application, there is provided a computer-readable program medium storing computer program instructions which, when executed by a computer, cause the computer to perform the method of any one of the above.
According to an aspect of an embodiment of the present application, there is provided an electronic apparatus including: a processor; a memory having computer readable instructions stored thereon which, when executed by the processor, implement the method of any of the above.
The technical scheme provided by the embodiment of the application can have the following beneficial effects:
in the technical solutions provided in some embodiments of the present application, a target message received by a service account of an enterprise and a sender identifier of the target message are obtained, and a target group having an association relationship with the service account in the enterprise is obtained, where the target group includes a conversation employee, and based on the sender identifier, an incomplete conversation between the service account and a sender corresponding to the sender identifier is found, and if the conversation employee corresponding to the incomplete conversation is not in the target group, the target employee is selected from the target group, and the target employee is allocated as an agent for receiving the target message, and all the conversation employees in the target group can be allocated as the agent, so that it is avoided that the sender sending the target message waits for the response of only one of the conversation employees, so as to improve the timeliness of the service account for responding to the target message, thereby improving the customer experience, meanwhile, the service account is associated with the target group, and compared with the method for associating the service account with the staff respectively, the association process and the disassociation process are simpler, and the service account is more beneficial to maintenance.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the application.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and together with the description, serve to explain the principles of the application.
FIG. 1 shows a schematic diagram of an exemplary system architecture to which aspects of embodiments of the present application may be applied;
FIG. 2 schematically illustrates a flow chart of a method of agent person allocation according to an embodiment of the present application;
FIG. 3 schematically illustrates a flow chart of a method of agent person allocation according to an embodiment of the present application;
FIG. 4 schematically illustrates a flow chart of a method of agent person allocation according to an embodiment of the present application;
FIG. 5 schematically shows a service account administrator interface according to an embodiment of the application;
FIG. 6 schematically illustrates a conversation employee list generation process diagram of one embodiment of the present application;
FIG. 7 schematically illustrates a messaging system according to one embodiment of the present application;
fig. 8 schematically shows a flow chart of a message sending method according to an embodiment of the application;
FIG. 9 schematically illustrates a block diagram of an agent person allocation arrangement according to an embodiment of the present application;
FIG. 10 is a hardware diagram illustrating an electronic device according to an example embodiment.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art.
Furthermore, the described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to give a thorough understanding of embodiments of the application. One skilled in the relevant art will recognize, however, that the subject matter of the present application can be practiced without one or more of the specific details, or with other methods, components, devices, steps, and so forth. In other instances, well-known methods, devices, implementations, or operations have not been shown or described in detail to avoid obscuring aspects of the application.
The block diagrams shown in the figures are functional entities only and do not necessarily correspond to physically separate entities. I.e. these functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor means and/or microcontroller means.
The flow charts shown in the drawings are merely illustrative and do not necessarily include all of the contents and operations/steps, nor do they necessarily have to be performed in the order described. For example, some operations/steps may be decomposed, and some operations/steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
Fig. 1 shows a schematic diagram of an exemplary system architecture 100 to which the technical solutions of the embodiments of the present application can be applied.
As shown in fig. 1, system architecture 100 may include clients 101, network 102, and server 103. Network 102 is the medium used to provide communication links between sending clients 101 and servers. Network 102 may include various connection types such as wired communication links, wireless communication links, and the like.
It should be understood that the number of clients 101, networks 102, and servers 103 in fig. 1 is merely illustrative. There may be any number of clients 101, networks 102, and servers 103, as desired for implementation. For example, the server 103 may be an independent physical server, a server cluster or a distributed system formed by a plurality of physical servers, or a cloud server providing basic cloud computing services such as cloud service, a cloud database, cloud computing, cloud function, cloud storage, Network service, cloud communication, middleware service, domain name service, security service, CDN (Content Delivery Network), big data, and an artificial intelligence platform. The terminal may be, but is not limited to, a smart phone, a tablet computer, a laptop computer, a desktop computer, a smart speaker, a smart watch, and the like. The terminal and the server may be directly or indirectly connected through wired or wireless communication, and the application is not limited herein.
In an embodiment of the application, the server 103 may obtain a target message received by a service account of an enterprise and a sender identifier of the target message from the client 101, and the server 103 further obtains a target group in the enterprise, where the target group has an association relationship with the service account, and includes a conversation employee, based on the sender identifier, searches an incomplete conversation between the service account and a sender corresponding to the sender identifier, and if the conversation employee corresponding to the incomplete conversation is not in the target group, selects the target employee from the target group, assigns the target employee as an agent for receiving the target message, and all the conversation employees in the target group may be assigned as the agent, so as to avoid that the sender sending the target message waits for the response of only one of the conversation employees, so as to improve the timeliness of the service account for responding to the target message, thereby improving the customer experience, meanwhile, the service account is associated with the target group, and compared with the method for associating the service account with the staff respectively, the association process and the disassociation process are simpler, and the service account is more beneficial to maintenance.
In one embodiment of the present application, the server 103 may send the target message to the client 101 where the target employee is located for display.
The agent person allocation method provided in the embodiment of the present application is generally executed by the server 103, and accordingly, the agent person allocation apparatus is generally provided in the server 103. However, in other embodiments of the present application, the client 101 may also have a similar function as the server 103, so as to execute the method for allocating seat people provided in the embodiments of the present application.
The implementation details of the technical solution of the embodiment of the present application are set forth in detail below:
fig. 2 schematically shows a flowchart of an agent personnel allocation method according to an embodiment of the present application, where an execution subject of the agent personnel allocation method may be a client, such as the server 103 shown in fig. 1.
Referring to fig. 2, the method for assigning agent persons at least includes steps S210 to S250, which are described in detail as follows:
in step S210, a target message received by the service account of the enterprise and a sender identifier of the target message are obtained.
In one embodiment of the present application, an enterprise is also a group, and does not limit the enterprise to profitability. The service account of the enterprise refers to an account used by the group of the enterprise for external services.
In an embodiment of the present application, the identifier of the sender of the target message may be a client identifier of a user sending the target message, an identity of the user, or an account identifier used by the user, and may be capable of identifying the identity of the sender.
In one embodiment of the present application, the client identifier may be a Mac address of the client, a system account number in the client, or the like.
In one embodiment of the present application, the user identity may be a user name, an identification number, and the like.
In one embodiment of the present application, the account id used by the user may be a nickname, a user account, or a user avatar.
In an embodiment of the application, a target message received by a service account of an enterprise may be a message sent to the service account by a sender, the service account provides a sending entry for the sender, the sender may send the message to the service account through the sending entry, and the service account may be provided to different sending entries of different senders to protect privacy of the sender.
In an embodiment of the present application, the service account may be provided to the same sending portal of different senders, and the same sending portal provides services for different senders at the same time, so that different senders may communicate with each other at the sending portal.
In an embodiment of the application, the sending entry may be a chat interface, and when a plurality of conversation employees provide services for the same sender in sequence, each conversation employee may communicate with the same sender through the same chat interface, so that the sender and the conversation employees can know a message that the sender ever sent to the service account when communicating, and better provide services for the sender.
In an embodiment of the application, when a plurality of conversation employees provide services for the same sender in sequence, each conversation employee can be displayed in a display interface of the sender to communicate through different chat interfaces, so that the requirement of user psychology on confidentiality is met.
With continued reference to fig. 2, in step S220, a target group having an association relationship with the service account in the enterprise is obtained, where the target group includes the session employee.
In an embodiment of the present application, the target group in the enterprise having an association relationship with the service account may be preset by an administrator of the service account. The administrator of the service account may set an association rule, and the employees or the people who meet the association rule may be recorded as a target group, for example, the administrator of the service account may set an association tag, and the employees with the association tag form the target group.
In one embodiment of the present application, the administrator of the service account may specify a group name in the enterprise, for example, the administrator of the service account may specify an association department or an association group, and employees in the association department or the association group form a target group.
In an embodiment of the present application, an administrator of the service account may directly specify employees, and the specified employees form a target group.
In one embodiment of the present application, the target group may include one or more employees, and one or more conversation employees may be selected from the one or more employees.
In an embodiment of the application, a set number of members in a target group can be selected to work as session members, a session member list is generated, and a session member list having an association relationship with a service account in an enterprise is obtained.
In one embodiment of the present application, the rule for selecting the conversation employee from the employees in the target group may be to rank according to the idleness of the employee, the proficiency of the business, and the familiarity of the sender, so as to select the employee that can better serve the sender as the conversation employee.
In an embodiment of the present application, the idleness of the employee may be obtained according to the number of sessions in which the employee participates, and may be that the fewer sessions in which the employee participates, the more idleness of the employee.
In an embodiment of the application, the familiarity between the employee and the sender can be determined through a chat record between the employee and the sender, and the more the number of messages in the chat record is, the more familiar the employee and the sender is; or the closer the time of the chat record is to the time of receiving the target message by the service account, the more familiar the employee is with the sender is determined.
With continued reference to fig. 2, in step S230, based on the sender identifier, an outstanding session between the service account and the sender corresponding to the sender identifier is searched.
In an embodiment of the application, a session between the sender and the service account within a set time period before the target message is sent may be acquired as a historical session based on the identifier of the sender, and if a message sent by the sender exists in the historical session, the historical session is determined to be an incomplete session between the service account and the sender.
In an embodiment of the application, a message sending habit of the sender may be obtained based on the sender identifier, and a set time period corresponding to the session of the sender is determined according to the message sending habit of the sender, where the habit of the sender may be to send a message to the service account in a fixed time period of a fixed date, and the set time period may be set as an interval between a last message sent by the sender in a historical session and an end time of an adjacent fixed time period of the fixed date. For example: the habit of sending a message by a certain sender is to send a message to a service account at 9:30 to 11:00 every monday to friday morning, and if the latest message sent by the sender is sent by 10:00 every friday, the preset time period corresponding to the session by the sender may be 10:00 to 11:00 every friday.
In an embodiment of the application, a message sending habit of a sender may be determined not only according to a message sent by the sender to a service account, but also according to a message sent by the sender to another account of the same type as the service account.
In one embodiment of the present application, if there is a message sent by a sender in a history session, but the content of the message sent by the sender recently is a word with ending semantics like "bye", the history session may be determined to be a ended session.
In an embodiment of the application, a message sending habit of the sender may be obtained based on the sender identifier, so as to obtain a message, which is commonly used by the sender and used for ending a session, so as to determine whether a historical session is an incomplete session or a completed session.
With reference to fig. 2, in step S240, if the session employee corresponding to the incomplete session is not in the target group, the target employee is selected from the target group.
In one embodiment of the application, online employees in a target group may be selected; the method comprises the steps of obtaining staff who have session with a sender in the on-line staff, using the staff as candidate staff, selecting target staff from the candidate staff, enabling the candidate staff to know the sender better, and providing service for the sender better.
In an embodiment of the application, the number of outstanding sessions in which the candidate employee participates may be obtained; and selecting a target employee from the candidate employees based on the number of outstanding sessions participated by the candidate employees.
In an embodiment of the present application, it may be determined that the more the number of outstanding sessions in which the candidate employee participates is, the more busy the candidate employee is, the less likely the candidate employee is selected as the target employee, so as to ensure timeliness of the response message of the target employee as much as possible.
In an embodiment of the application, session content in the incomplete sessions may be acquired, the ending time of each incomplete session is estimated based on the session content, the ending time is differentiated from the time of receiving the target message to determine the time spent by each incomplete session, the sum of the time spent by each candidate employee in the incomplete sessions is calculated respectively, if the sum is larger, it is determined that the candidate employee is more busy, the probability that the candidate employee is selected as the target employee is smaller, and the timeliness of the target employee in responding to the message is ensured as much as possible.
In one embodiment of the application, if no candidate employee exists in the online employees, the number of outstanding sessions participated by the online employees is obtained; and selecting a target employee from the online employees based on the number of outstanding sessions participated by the online employees.
In an embodiment of the application, when a session employee list composed of session employees in a target group is obtained when the target group is obtained, if a session employee corresponding to an incomplete session is not in the session employee list, the target employee can be selected from the session employee list.
In step S250, the target employee is assigned as an agent to receive the target message.
In an embodiment of the application, the target employee can display an image different from the image of the conversation employee corresponding to the incomplete conversation, and reply the target message through the service account, so that the sender can conveniently distinguish which employee provides service for the target employee.
In the embodiment of fig. 2, a target message received by a service account of an enterprise and a sender identifier of the target message are obtained, and a target group having an association relationship with the service account in the enterprise is obtained, where the target group includes a conversation employee, based on the sender identifier, an incomplete conversation between the service account and a sender corresponding to the sender identifier is found, if the conversation employee corresponding to the incomplete conversation is not in the target group, the target employee is selected from the target group, the target employee is allocated as an agent for receiving the target message, and all the conversation employees in the target group can be allocated as the agent, so as to avoid that the sender sending the target message waits for the response of only one of the conversation employees, so as to improve the timeliness of the service account for responding to the target message, thereby improving the customer experience, and meanwhile, since the service account is associated with the target group, compared with the method for associating the service account with the employee respectively, the association process and the disassociation process are simpler, and the maintenance of the service account is facilitated.
For example, when a certain employee is taken away from a target group or leaves an enterprise, the employee is usually deleted from the target group, and as the binding relationship in the application is that the service account is bound with the target group, naturally, the corresponding relationship between the employee and the service account is also released while the employee is deleted from the target group. However, if the employee is directly bound to the service account, an operation of unbinding the employee from the service account is also required. Similarly, when a certain employee joins the target group, the employee does not need to be bound with the service account by using the scheme of the application. Therefore, the service account is associated with the target group, and compared with the association of the service account with the staff, the association process and the disassociation process are simpler, and the service account is more convenient to maintain.
The method and the system can combine the service account with the organizational structure of the enterprise, a plurality of conversation employees can be configured behind one service account, and a plurality of department or employee labels can also be configured. When the labor hour of a member is increased or decreased in a department or a label, the corresponding dynamic change of the member of the conversation is realized. When the sender sends the target message to the service account, the system dynamically allocates appropriate seat personnel for the sender to carry out conversation according to the current conversation state and the online/offline state of conversation staff. A plurality of conversation staff in the target group correspond to one service account number, and consultation entries can be collected in a unified mode, so that service efficiency is improved.
Fig. 3 schematically shows a flowchart of an agent person allocation method according to an embodiment of the present application, where an execution subject of the agent person allocation method may be a server, such as the server 103 shown in fig. 1.
Referring to fig. 3, the method for assigning agent persons at least includes steps S310 to S360, which are described in detail as follows:
in step S310, a target message received by a service account of an enterprise and a sender identifier of the target message are obtained, and a target group having an association relationship with the service account in the enterprise is obtained, where the target group includes session employees.
In step S320, based on the sender identifier, an outstanding session between the service account and the sender corresponding to the sender identifier is searched.
In step S330, it is determined whether the conversation employee corresponding to the incomplete conversation is in the target group.
And if the conversation staff corresponding to the incomplete conversation is not in the target group, jumping to step S340, and in step S340, selecting the target staff from the target group and allocating the target staff as the seat staff for receiving the target message.
If the conversation employee corresponding to the incomplete conversation is in the target group, jumping to step S350, in step S350, obtaining the online state of the conversation employee corresponding to the incomplete conversation, and determining whether the conversation employee corresponding to the incomplete conversation is online.
If the conversation staff corresponding to the incomplete conversation is in the target group and the conversation staff corresponding to the incomplete conversation is not online, jumping to step S340, selecting the target staff from the target group, and allocating the target staff as the agent staff for receiving the target message.
In step S360, if the conversation employee corresponding to the incomplete conversation is online, the conversation employee corresponding to the incomplete conversation is allocated as an agent to receive the target message.
In the embodiment of fig. 3, the target message is likely to have an association relationship with the content in the incomplete session, and the session employee corresponding to the incomplete session is preferentially selected to provide service for the sender, so that the requirement of the sender can be better met, but if the session employee corresponding to the incomplete session is not in the target group or the session employee corresponding to the incomplete session is not online, the target employee is selected from the target group and allocated as an agent for receiving the target message, so that the timeliness of the service account responding to the target message is improved, and the user experience is improved.
Fig. 4 schematically shows a flowchart of an agent person allocation method according to an embodiment of the present application, where an execution subject of the agent person allocation method may be a service account administrator client of an enterprise, such as the client 101 shown in fig. 1.
Referring to fig. 4, the method for assigning agent persons at least includes steps S410 to S420, which are described in detail as follows:
in step S410, the administrator acquiring the service account selects a selection instruction of a target group associated with the service account.
Fig. 5 schematically illustrates a service account administrator interface diagram according to an embodiment of the present application, in which the selection instruction may be that an administrator of the service account clicks an employee name, a department name, or a tag, and an employee corresponding to the clicked employee name, an employee corresponding to the clicked department name, or an employee corresponding to the clicked tag forms a target group.
In an embodiment of the present application, there are three ways for the service account administrator to select the target group: selecting a single employee; selecting a department in an organization architecture, wherein a plurality of employees are arranged below each department, and sub-departments can be nested; employee tags are selected, with multiple employees under each tag. After the selection is completed, when the sender sends the target message to the service account, a proper staff can be dynamically selected from the three ranges to be allocated as the staff of the seat for response. When the employee in the outstanding conversation is removed from the in-range department or tag, the new conversation employee in range will be automatically assigned to serve as the agent.
With continued reference to fig. 4, in step S420, in response to the selection instruction, a conversation employee list composed of conversation employees in the target group is displayed, and a target employee in the conversation employee list corresponding to the sender identifier sending the target message is allocated as an agent person receiving the target message.
In the embodiment of fig. 4, the conversation employee list is visually displayed through the selection instruction of the administrator of the service account, so that the process of selecting the target group can be clearer, and the administrator of the service account can select the target group conveniently.
Fig. 6 schematically illustrates a conversation employee list generation process according to an embodiment of the present application, and as shown in fig. 6, an employee (Kfid) list generated based on a selected employee name, a department (Partyid) list generated based on the selected department name, and a tag (tag) list generated based on the selected tag may be obtained from a cache or a server, and the Partyid list and the tag list are expanded into the Kfid list. Finally, selecting a target employee from the Kfid list. The cache memory (cache) can be read preferentially, and the Kfid list information of the cache is used when the cache becomes effective; and if the cache is not available, reading the configuration of the target group, and expanding the Partyid and the Tagid to obtain a Kfid list.
FIG. 7 schematically shows a message sending system according to an embodiment of the present application, and as shown in FIG. 7, the message sending system may include a message channel, a session management module, and an agent dynamic allocation module, wherein the message channel is responsible for receiving and delivering messages; the session management module is responsible for maintaining the incomplete session and recording the information of the two parties currently communicating; the dynamic agent allocation module is responsible for selecting an appropriate staff member from the target group to the session management module to be used as an agent staff member for creating a new session.
On the basis of the message sending system in fig. 7, fig. 8 schematically shows a flowchart of a message sending method according to an embodiment of the present application, and an execution subject of the message sending method may be the message sending system in fig. 7.
Referring to fig. 8, the message sending method at least includes steps S810 to S850, which are described in detail as follows:
in step S810, the message channel receives the target message sent by the sender.
In step S820, the session management module checks whether the sender has a valid session with the service account.
In one embodiment of the present application, the active session may be an incomplete session, or may be a session associated with the semantics of the target message.
In step S830, the dynamic agent allocation module expands the list of conversation departments and the list of conversation tags in the target group into a list of conversation employees.
In step S840, the dynamic agent allocation module selects a target employee from the conversation employee list and allocates the target employee as an agent.
In step S850, the message channel delivers the targeted message to the agent person.
In one embodiment of the present application, each time a message is delivered, it is necessary to determine whether a session is valid, and one of them is to detect whether a session employee of the current session is still within a configuration range. If the Partyid or tag exists in the configuration range storage, the range expansion is needed, the performance consumption is high, and the method is not acceptable for a high-frequency scene such as a message. Since the change of the configuration range is small, a cache technology can be used to sacrifice certain real-time performance in exchange for higher performance. The conditions that trigger the update may be set to: (1) and triggering updating when the service account number administrator changes the target group selection. (2) And allocating the seats, and triggering to update the cache if the cache does not have the corresponding Kfid list or the cache is overdue when pulling the corresponding Kfid list.
In the embodiment of fig. 8, by receiving the target message sent by the sender, it is first checked whether there is currently an active session, and if so, it is directly delivered to the corresponding session employee. If not, the target staff needs to be selected as the seat staff, and the message is delivered out, so that the waiting time of a sender is greatly reduced, the product public praise and experience are improved, and the use by a user is easier.
Embodiments of the apparatus of the present application are described below, which may be used to execute the message sending method in the foregoing embodiments of the present application. For details that are not disclosed in the embodiments of the apparatus of the present application, please refer to the embodiments of the message sending method described above in the present application.
Fig. 9 schematically shows a block diagram of an agent person allocation arrangement according to an embodiment of the application.
Referring to fig. 9, an agent allocation apparatus 900 according to an embodiment of the present application includes an obtaining module 901, a searching module 902, a selecting module 903, and an allocating module 904.
In some embodiments of the present application, based on the foregoing scheme, the obtaining module 901 is configured to obtain a target message received by a service account of an enterprise and a sender identifier of the target message, and obtain a target group in the enterprise, where the target group has an association relationship with the service account, and the target group includes session employees; the searching module 902 is configured to search for an incomplete session between the service account and the sender corresponding to the sender identifier based on the sender identifier; the selecting module 903 is configured to select a target employee from the target group if the conversation employee corresponding to the incomplete conversation is not in the target group; the assignment module 904 is configured to assign the target employee as an agent person that receives the target message.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the selecting module 903 is further configured to: if the conversation staff corresponding to the incomplete conversation is in the target group, acquiring the online state of the conversation staff corresponding to the incomplete conversation; and if the conversation staff corresponding to the incomplete conversation is on line, distributing the conversation staff corresponding to the incomplete conversation as the seat staff.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the selecting module 903 is further configured to: if the conversation staff corresponding to the incomplete conversation is in the target group and the conversation staff corresponding to the incomplete conversation is not on line, selecting the target staff from the target group; the target employee is assigned as an agent to receive the target message.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the lookup module 901 is configured to: acquiring a session between a sender and a service account within a set time period before the target message is sent as a historical session based on the sender identification; and if the history session has the message sent by the sender, determining that the history session is an incomplete session between the service account and the sender.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the selecting module 903 is configured to: selecting online employees in a target group; acquiring employees who have session with a sender in online employees as candidate employees; and selecting target employees from the candidate employees.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the selecting module 903 is configured to: acquiring the number of outstanding sessions participated by candidate employees; and selecting a target employee from the candidate employees based on the number of outstanding sessions participated by the candidate employees.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the selecting module 903 is configured to: if no candidate employee exists in the online employees, acquiring the quantity of the incomplete conversations participated by the online employees; and selecting a target employee from the online employees based on the number of outstanding sessions participated by the online employees.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the obtaining module 901 is configured to: selecting a set number of members in a target group as session members, and generating a session member list; the selection module is configured to: and if the conversation staff corresponding to the incomplete conversation is not in the conversation staff list, selecting the target staff from the conversation staff list.
According to an aspect of the embodiment of the present application, based on the foregoing solution, the seat staff allocation apparatus further includes: a reply module configured to: and the target employee displays the image of the conversation employee different from the incomplete conversation, and replies the target message through the service account.
As will be appreciated by one skilled in the art, aspects of the present application may be embodied as a system, method or program product. Accordingly, various aspects of the present application may be embodied in the form of: an entirely hardware embodiment, an entirely software embodiment (including firmware, microcode, etc.) or an embodiment combining hardware and software aspects that may all generally be referred to herein as a "circuit," module "or" system.
An electronic device 1000 according to this embodiment of the present application is described below with reference to fig. 10. The electronic device 1000 shown in fig. 10 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present application.
As shown in fig. 10, the electronic device 1000 is embodied in the form of a general purpose computing device. The components of the electronic device 1000 may include, but are not limited to: the at least one processing unit 1010, the at least one memory unit 1020, a bus 1030 connecting different system components (including the memory unit 1020 and the processing unit 1010), and a display unit 1040.
Wherein the storage unit stores program code, which can be executed by the processing unit 1010, to cause the processing unit 1010 to execute the steps according to various exemplary embodiments of the present application described in the section "method of embodiment" mentioned above in this specification.
The memory unit 1020 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)1021 and/or a cache memory unit 1022, and may further include a read-only memory unit (ROM) 1023.
Storage unit 102 may also include a program/utility 1024 having a set (at least one) of program modules 1025, such program modules 1025 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
Bus 1030 may be any one or more of several types of bus structures including a memory unit bus or memory unit controller, a peripheral bus, an accelerated graphics port, a processing unit, and a local bus using any of a variety of bus architectures.
The electronic device 1000 may also communicate with one or more external devices (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 1000, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 1000 to communicate with one or more other computing devices. Such communication may occur through input/output (I/O) interfaces 1050. Also, the electronic device 1000 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the internet) via the network adapter 106. As shown, the network adapter 1060 communicates with the other modules of the electronic device 1000 over the bus 1030. It should be appreciated that although not shown, other hardware and/or software modules may be used in conjunction with the electronic device 1000, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.
Through the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein may be implemented by software, or by software in combination with necessary hardware. Therefore, the technical solution according to the embodiments of the present application can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, a usb disk, a removable hard disk, etc.) or on a network, and includes several instructions to make a computing device (which can be a personal computer, a server, a terminal device, or a network device, etc.) execute the method according to the embodiments of the present application.
There is also provided, in accordance with an embodiment of the present application, a computer-readable storage medium having stored thereon a program product capable of implementing the above-described method of the present specification. In some possible embodiments, various aspects of the present application may also be implemented in the form of a program product comprising program code for causing a terminal device to perform the steps according to various exemplary embodiments of the present application described in the "exemplary methods" section above of this specification, when the program product is run on the terminal device.
According to one embodiment of the present application, a program product for implementing the above method may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present application is not limited thereto, and in this document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. The readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
A computer readable signal medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable signal medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations of the present application may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
Furthermore, the above-described figures are merely schematic illustrations of processes involved in methods according to exemplary embodiments of the present application, and are not intended to be limiting. It will be readily understood that the processes shown in the above figures are not intended to indicate or limit the chronological order of the processes. In addition, it is also readily understood that these processes may be performed synchronously or asynchronously, e.g., in multiple modules.
It will be understood that the present application is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the application is limited only by the appended claims.

Claims (10)

1. A method of agent personnel allocation, comprising:
acquiring a target message received by a service account of an enterprise and a sender identifier of the target message, and acquiring a target group in the enterprise, wherein the target group has an association relationship with the service account, and comprises session staff;
searching an incomplete session between the service account and a sender corresponding to the sender identification based on the sender identification;
if the conversation staff corresponding to the incomplete conversation is not in the target group, selecting target staff from the target group; and allocating the target staff as the agent staff for receiving the target message.
2. The method of agent personnel allocation according to claim 1, further comprising:
if the session staff corresponding to the incomplete session is in the target group, acquiring the online state of the session staff corresponding to the incomplete session;
and if the conversation staff corresponding to the incomplete conversation is online, distributing the conversation staff corresponding to the incomplete conversation as the seat staff.
3. The method of agent personnel allocation according to claim 2, further comprising:
if the conversation staff corresponding to the incomplete conversation is in the target group and the conversation staff corresponding to the incomplete conversation is not on line, selecting the target staff from the target group;
and allocating the target staff as the agent staff receiving the target message.
4. The method for allocating agent staff as claimed in claim 1, wherein the searching for the outstanding session between the service account and the sender corresponding to the sender identifier based on the sender identifier comprises:
based on the sender identification, acquiring a session between the sender and the service account in a set time period before the target message is sent as a historical session;
and if the message sent by the sender exists in the historical session, determining that the historical session is an incomplete session between the service account and the sender.
5. The agent personnel allocation method according to claim 1, wherein selecting target personnel from the target group comprises:
selecting online employees in the target group;
acquiring the staff who has a conversation with the sender in the online staff as candidate staff;
and selecting the target staff from the candidate staff.
6. The method of assigning agent personnel according to claim 5, wherein said selecting the target employee among the candidate employees comprises:
acquiring the number of outstanding sessions participated by the candidate employee;
selecting the target employee from the candidate employees based on the number of outstanding sessions in which the candidate employees participate.
7. The method of assigning agent personnel according to claim 5, wherein selecting target personnel from the target group comprises:
if the candidate employee does not exist in the online employees, acquiring the quantity of the incomplete conversations participated by the online employees;
and selecting the target employee from the online employees based on the number of outstanding sessions in which the online employees participate.
8. The agent personnel allocation method according to claim 1, wherein after acquiring the target group in the enterprise having an association relationship with the service account, the method comprises:
selecting a set number of members in the target group as session members, and generating a session member list;
if the session employee corresponding to the incomplete session is not in the target group, selecting a target employee from the target group, including:
and if the conversation staff corresponding to the incomplete conversation is not in the conversation staff list, selecting the target staff from the conversation staff list.
9. The method of agent personnel allocation according to claim 1, characterized in that the method further comprises:
and the target employee displays an image different from the image of the conversation employee corresponding to the incomplete conversation, and replies the target message through the service account.
10. An agent person dispensing device, comprising:
the system comprises an acquisition module, a processing module and a display module, wherein the acquisition module is configured to acquire a target message received by a service account of an enterprise and a sender identifier of the target message, and acquire a target group in the enterprise, which has an association relationship with the service account, and the target group comprises session staff;
the searching module is configured to search the incomplete session between the service account and the sender corresponding to the sender identification based on the sender identification;
the selecting module is configured to select a target employee from the target group if the conversation employee corresponding to the incomplete conversation is not in the target group;
and the distribution module is configured to distribute the target staff as the agent staff for receiving the target message.
CN202011332877.2A 2020-11-23 2020-11-23 Agent personnel distribution method and device Pending CN114531514A (en)

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Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107786758A (en) * 2017-05-04 2018-03-09 平安科技(深圳)有限公司 Distribution method of attending a banquet and device

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107786758A (en) * 2017-05-04 2018-03-09 平安科技(深圳)有限公司 Distribution method of attending a banquet and device

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