The content of the invention
Due to being currently come the business of distributing according to business sources, the business that same business sources arrive can be a variety ofIt is various, so as to often occur that the business sources that customer service staff is responsible for for itself are unfamiliar with, cause at businessManage quality and treatment effeciency is relatively low.Therefore, traffic assignments is ineffective.In order to solve the above problems, the present invention provides a kind ofThe method for distributing business and device for overcoming above mentioned problem or solving the above problems at least in part.
According to the first aspect of the invention, there is provided a kind of method for distributing business, this method include：
For currently pending any business, based on the history process record of history service document, any business is determinedCorresponding Adapted information；
According to Adapted information choose corresponding to customer service mark, the business paper of any business is distributed to customer service identify it is correspondingCustomer service terminal.
Method provided in an embodiment of the present invention, for currently pending any business, by based on history service documentHistory process record, determine Adapted information corresponding to any business.According to Adapted information choose corresponding to customer service mark, by thisThe business paper of business is distributed to customer service terminal corresponding to customer service mark.Due to that can determine to treat according to the history process record of businessThe Adapted information of processing business, the customer service staff that is matched with the business is chosen according to Adapted information, and by the traffic assignmentsProcessing quality and treatment effeciency can be improved to customer service staff, during subsequent treatment.Therefore, the effect of traffic assignments is preferable.
With reference to the first possible implementation of first aspect, in second of possible implementation, based on historyThe history process record of business paper, Adapted information corresponding to any business is determined, including：
Based on the history process record of history service document, the attribute tags of business processing are determined；
According to each attribute tags, Adapted information corresponding to any business is determined.
With reference to second of possible implementation of first aspect, in the third possible implementation, attribute tagsIncluding at least type of service, business sources and business source Business Information.
With reference to the third possible implementation of first aspect, in the 4th kind of possible implementation, according to eachAttribute tags, Adapted information corresponding to any business is determined, including：
According to each attribute tags, determine that type of service, business sources and the business source businessman of any business believeBreath, and as Adapted information corresponding to any business.
With reference to the 4th kind of possible implementation of first aspect, in the 5th kind of possible implementation, according to adaptationCustomer service mark corresponding to information selection, including：
Current state information based on Adapted information and each customer service staff, determines any business and each customer service workMake the matching degree between personnel；
Matching degree highest customer service staff is determined, obtains customer service mark corresponding to matching degree highest customer service staffKnow.
With reference to the 5th kind of possible implementation of first aspect, in the 6th kind of possible implementation, current stateInformation includes currently responsible business sources, the business source Business Information of currently processed business and currently responsible businessType, the current state information based on Adapted information and each customer service staff, determine that any business works with each customer serviceMatching degree between personnel, including：
The business sources that each customer service staff is currently responsible for and the business sources of any business are carried outMatching, obtains the first matching value；
By the business source Business Information of each currently processed business of customer service staff and the business source of any businessBusiness Information is matched, and obtains the second matching value；
The type of service that each customer service staff is currently responsible for is matched with the type of service of any business, obtained3rd matching value；
Based on the first matching value, the second matching value and the 3rd matching value, any business and each customer service staff are determinedBetween matching degree.
With reference to the first possible implementation of first aspect, in the 7th kind of possible implementation, by any industryThe business paper of business is distributed to before customer service terminal corresponding to customer service mark, in addition to：
When any business is processed, the Flow Record information after any business is processed is obtained；
Business information based on Flow Record information and any business, generate the business paper of any business.
According to the second aspect of the invention, there is provided a kind of traffic assignments device, including：
Determining module, for for currently pending any business, based on the history process record of history service document,Determine Adapted information corresponding to any business；
Distribute module, for customer service mark corresponding to being chosen according to Adapted information, the business paper of any business is distributedTo customer service terminal corresponding to customer service mark.
According to the third aspect of the invention we, there is provided a kind of traffic assignments equipment, including：
At least one processor；And
At least one memory being connected with processor communication, wherein：
Memory storage has the programmed instruction that can be executed by processor, and the instruction of processor caller is able to carry out such as firstThe method that aspect is provided.
According to the fourth aspect of the invention, there is provided a kind of non-transient computer readable storage medium storing program for executing, non-transient computerReadable storage medium storing program for executing stores computer instruction, and computer instruction makes computer perform the method provided such as first aspect.
It should be appreciated that the general description and following detailed description of the above are exemplary and explanatory, can notThe limitation present invention.
Embodiment
With reference to the accompanying drawings and examples, the embodiment of the present invention is described in further detail.Implement belowExample is used to illustrate the present invention, but is not limited to the scope of the present invention.
The people of shopping online at present is more and more, how to provide the user each electric business enterprise of more quality services and is closedThe emphasis of note.For each single item business, typically together it is responsible for processing by many customer service staff.Based on this, how to realizeTraffic assignments are to improve the key of business processing quality and efficiency.For the traffic assignments of customer service staff, in correlation techniqueA kind of method for distributing business is provided, this method is mainly according to business sources, and staff is grouped to customer service.WhenWhen having business arrival, the business sources of the business are determined.It will be grouped corresponding to the traffic assignments to the business sources,And the customer service staff in the packet is transferred to handle the business at random.Wherein, business sources can be divided into phone channel,Client channel and webpage channel etc..
Due to being come the business of distributing according to business sources, the business that same business sources arrive can be a variety of moreSample, so as to often occur that the business sources that customer service staff is responsible for for itself are unfamiliar with, cause business processingQuality is relatively low with treatment effeciency.Therefore, traffic assignments is ineffective.
The problem of in correlation technique, the embodiments of the invention provide a kind of method for distributing business.This method can be appliedIn on server, wherein for distributing the number of servers of business to be at least one, the embodiment of the present invention is not limited specifically thisIt is fixed.With reference to figure 1, this method includes：101st, for currently pending any business, the history processing based on history service documentRecord, determines Adapted information corresponding to any business；102nd, according to Adapted information choose corresponding to customer service identify, by any businessBusiness paper distribute to customer service mark corresponding to customer service terminal.
Wherein, for customer service staff before processing business, system can be based on one business of the service generation newly to arriveDocument, customer service staff can be based on the business paper processing business.For the processed business of customer service staff, then may be usedAs history service document.Meanwhile history service can also be stored simultaneously for the ease of follow-up tracking business processing situation, systemThe history process record of document.In addition, Adapted information is used to subsequently determine the customer service staff for handling this service adaptation.VisitorClothes mark is used to uniquely distinguish each customer service staff, and customer service terminal is whole used in customer service staff's processing businessEnd.Terminal can be PC, mobile phone etc., and the embodiment of the present invention is not especially limited to this.
Method provided in an embodiment of the present invention, for currently pending any business, by based on history service documentHistory process record, determine Adapted information corresponding to any business.According to Adapted information choose corresponding to customer service mark, by thisThe business paper of business is distributed to customer service terminal corresponding to customer service mark.Due to that can determine to treat according to the history process record of businessThe Adapted information of processing business, the customer service staff that is matched with the business is chosen according to Adapted information, and by the traffic assignmentsProcessing quality and treatment effeciency can be improved to customer service staff, during subsequent treatment.Therefore, the effect of traffic assignments is preferable.
As a kind of alternative embodiment, based on the history process record of history service document, determine corresponding to any businessAdapted information, including：
Based on the history process record of history service document, the attribute tags of business processing are determined；
According to each attribute tags, Adapted information corresponding to any business is determined.
As a kind of alternative embodiment, attribute tags comprise at least type of service, business sources and business source businessFamily's information.
As a kind of alternative embodiment, according to each attribute tags, Adapted information corresponding to any business is determined, including：
According to each attribute tags, determine that type of service, business sources and the business source businessman of any business believeBreath, and as Adapted information corresponding to any business.
As a kind of alternative embodiment, according to Adapted information choose corresponding to customer service identify, including：
Current state information based on Adapted information and each customer service staff, determines any business and each customer service workMake the matching degree between personnel；
Matching degree highest customer service staff is determined, obtains customer service mark corresponding to matching degree highest customer service staffKnow.
As a kind of alternative embodiment, current state information includes currently responsible business sources, currently processed industryThe business source Business Information of business and currently responsible type of service, it is current based on Adapted information and each customer service staffStatus information, the matching degree between any business and each customer service staff is determined, including：
The business sources that each customer service staff is currently responsible for and the business sources of any business are carried outMatching, obtains the first matching value；
By the business source Business Information of each currently processed business of customer service staff and the business source of any businessBusiness Information is matched, and obtains the second matching value；
The type of service that each customer service staff is currently responsible for is matched with the type of service of any business, obtained3rd matching value；
Based on the first matching value, the second matching value and the 3rd matching value, any business and each customer service staff are determinedBetween matching degree.
As a kind of alternative embodiment, by the business paper of any business distribute to customer service terminal corresponding to customer service mark itBefore, in addition to：
When any business is processed, the Flow Record information after any business is processed is obtained；
Business information based on Flow Record information and any business, generate the business paper of any business.
Above-mentioned all optional technical schemes, any combination can be used to form the alternative embodiment of the present invention, herein no longerRepeat one by one.
Content based on above-described embodiment, the embodiments of the invention provide a kind of method for distributing business.Referring to Fig. 2, the partyMethod includes：201st, for currently pending any business, based on the history process record of history service document, determine at businessThe attribute tags of reason；202nd, according to each attribute tags, Adapted information corresponding to any business is determined；203rd, according to Adapted informationCustomer service corresponding to selection is identified, and the business paper of any business is distributed to customer service terminal corresponding to customer service mark.
Wherein, 201, for currently pending any business, based on the history process record of history service document, it is determined thatThe attribute tags of business processing.
In this step, attribute tags are the public attribute related to business procession.Based on history service documentHistory process record, it may be determined that the public attribute related to business procession is taken out, so as to the attribute as business processingLabel.
The embodiment of the present invention does not make specific restriction to the content of attribute tags, includes but is not limited to：Type of service, business are comeSource channel and business source Business Information.Wherein, the type belonging to type of service expression business, such as pre-sales inquiry business, after saleCommodity change business and client's consultation service etc., and specific limit is made in division of the embodiment of the present invention not to type of service.Business is comeSource channel may include phone channel, webpage channel and client channel etc., and the embodiment of the present invention is not drawn to business sourcesIt is allocated as specifically limiting.Business source Business Information can be specific Merchant name, or can also be the commodity of Merchant salesType etc., the embodiment of the present invention do not make specific limit to the content of business source Business Information.
It should be noted that in addition to the above-mentioned attribute tags enumerated, attribute tags can also include following content, such asService response time etc., the present invention are not especially limited to this.Due to subsequently needing according to attribute tags, pending business is determinedAdapted information, and the division of attribute tags is corresponding with the species of Adapted information, so as to how divide attribute tags in this stepWith how to determine that Adapted information is associated in subsequent step, detailed process refers to the content in subsequent step.
Wherein, 202, according to each attribute tags, Adapted information corresponding to any business is determined.
Content based on above-mentioned steps, for pending any business, the embodiment of the present invention pair does not determine the business pairThe mode for the Adapted information answered specifically limits, and includes but is not limited to：According to each attribute tags, the service class of the business is determinedType, business sources and business source Business Information, and as Adapted information corresponding to the business.
From above-mentioned steps, attribute tags can be divided into type of service, business sources and business source businessman letterBreath, so as to can determine that type of service, business sources and the business source Business Information of the business in above process.ExampleSuch as, according to attribute tags, it may be determined that the type of service of the business is pre-sales inquiry business, and business sources are client canalRoad, business source Business Information are Merchant name A.
Because in above-mentioned steps, attribute tags can also be divided into the service response time.Wherein, the service response time isCustomer service staff is receiving client's proposition demand to the time expended between response user's request during processing business.AccordinglyGround, when determining configuration information corresponding to the business based on the service response time, the industry can be determined according to the business urgency levelBusiness need how long it is interior responded, namely service response time required by client, to be used as adaptation corresponding to the businessInformation.Certainly, attribute tags can also have other divisions according to actual demand, and the embodiment of the present invention is not especially limited to this.For example, if each customer service staff corresponds to a service quality rating, attribute tags can also be divided into service qualityGrade.For the pending business of arrival, if user needs to specify the customer service staff processing of certain service quality rating shouldBusiness, the then service quality required according to user, it may be determined that the service quality rating required by client, and can equally be used as the useAdapted information corresponding to family.
Wherein, 203, according to Adapted information choose corresponding to customer service identify, the business paper of any business is distributed to visitorCustomer service terminal corresponding to clothes mark.
Based on the content in above-mentioned steps, for pending any business, the embodiment of the present invention according to adaptation to not believingThe mode of customer service mark specifically limits corresponding to breath selection, includes but is not limited to：Worked based on Adapted information and each customer serviceThe current state information of personnel, determine the matching degree between the business and each customer service staff；Determine matching degree highestCustomer service staff, obtain customer service mark corresponding to matching degree highest customer service staff.
Wherein, the information type included in current state information can be with the information type pair included in Adapted informationShould.Current state information is used for the state for indicating the currently processed business of customer service staff, is such as presently processing which businessThe business that the business of family, the business of which kind or which canal arrive.Correspondingly, current state information may include that customer service worksBusiness sources, the business source Business Information of currently processed business and the currently responsible type of service being responsible for before personnel.Wherein, the corresponding one group of current state information of each customer service staff, matching degree are used to represent the business and customer service staffBetween adaptation degree.
From above-mentioned steps, Adapted information can also include the service response time, hence for any customer service work peopleMember, when current state information corresponding to customer service staff may also include general response of the customer service staff to businessBetween.Similarly, when Adapted information also includes other contents, current state information is corresponding also to include corresponding content.
Based on the above, the embodiment of the present invention is not to the current state based on Adapted information and each customer service staffInformation, determine that the mode of the matching degree between any business and each customer service staff specifically limits, include but is not limited to：The business sources that each customer service staff is currently responsible for are matched with the business sources of any business, obtainedFirst matching value；The business of the business source Business Information of each currently processed business of customer service staff and any business is comeSource Business Information is matched, and obtains the second matching value；By the type of service that each customer service staff is currently responsible for it is anyThe type of service of business is matched, and obtains the 3rd matching value；Based on the first matching value, the second matching value and the 3rd matching value,Determine the matching degree between any business and each customer service staff.Wherein, matching value is used to indicate matching degree, Ke YiyongFraction is matched to represent, the embodiment of the present invention is not especially limited to this.
For any customer service staff, by the business sources that customer service staff is currently responsible for and the businessBusiness sources are matched, and the first matching value is can obtain according to matching result.If for example, customer service staff currently bearsThe business sources of duty are phone channel, and the business sources of the business are also phone channel, because both are consistent, thenIllustrate that matching degree is higher, so as to which when by matching fraction representation matching value, the first matching value can correspond to larger numerical value.InsteadIt, is if the business sources that customer service staff is currently responsible for are client channel, and the business sources of the businessFor phone channel, because both are inconsistent, that is, the customer service staff for being responsible for client channel relative may be unfamiliar with phoneThe business that channel arrives, namely explanation matching degree are relatively low, so that when by matching fraction representation matching value, the first matching valueLess numerical value can be corresponded to.
Similarly, by the business source Business Information of the currently processed business of customer service staff and the business source of the businessBusiness Information is matched, and the second matching value is can obtain according to matching result.If for example, currently processed industry of customer service staffThe business source Business Information of business is Merchant name A, and the business source Business Information of the business is also Merchant name A.Due toBoth are consistent, then illustrate that matching degree is higher, so as to when by matching fraction representation matching value, the second matching value can correspond to compared withBig numerical value.If conversely, the business source Business Information of the currently processed business of customer service staff is Merchant name A, and it is somebody's turn to doThe business source Business Information of business is Merchant name B.Because both are inconsistent, that is, the customer service staff for being responsible for A businessmans canIt relative can be unfamiliar with the business from B businessmans, namely illustrate that matching degree is relatively low, so as to be matched when by matching fraction representationDuring value, the second matching value can correspond to less numerical value.
It is envisaged that business source Business Information in addition to for Merchant name, can also be the business of Merchant salesCategory type.Correspondingly, business is corresponding with the type of merchandise.If the currently processed business of customer service staff is digital class commodity pairThe business answered, and the business is also business corresponding to digital class commodity.Because both are consistent, then illustrate that matching degree is higher, fromAnd when by matching fraction representation matching value, the second matching value can correspond to larger numerical value.If conversely, customer service staffCurrently processed business is business corresponding to digital class commodity, and the business is business corresponding to mother and baby's class commodity.Due to bothInconsistent, that is, industry corresponding to mother and baby's class commodity can be not necessarily familiar with by handling digital class commodity and corresponding to the customer service staff of businessBusiness, namely explanation matching degree are relatively low, so as to which when by matching fraction representation matching value, the second matching value can be correspondingly lessNumerical value.
Certainly, business source Business Information can also represent the information of other species, and can be calculated also according to said processSecond matching value, here is omitted.
For type of service, the type of service of the type of service that customer service staff is currently responsible for and the business can be enteredRow matching, obtains the 3rd matching value.If for example, the type of service that customer service staff is currently responsible for is pre-sales inquiry business,And the type of service of the business is also pre-sales inquiry business, because both are consistent, then illustrates that matching degree is higher, pass through so as to work asWhen matching fraction representation matching value, the 3rd matching value can correspond to larger numerical value.If conversely, customer service staff is currently responsible forType of service be pre-sales inquiry business, and the type of service of the business for after sale change commodity business, because both are inconsistent,The customer service staff for being responsible for pre-sales inquiry business relative may be unfamiliar with commodity after sale and change business, namely explanation matchingDegree is relatively low, so as to which when by matching fraction representation matching value, the 3rd matching value can correspond to less numerical value.
Certainly, in addition to the above-mentioned three kinds of matching values enumerated, can also according to the information category included in Adapted information,A greater variety of matching values are obtained, to be used as the follow-up basis for calculating matching degree between business and customer service staff.In addition,The concrete numerical value of matching value is determined, namely during matching fraction, matching fraction, the embodiment of the present invention pair can be determined according to practical situationThis is not especially limited.For example, matching fraction can be 0 to 100 point.It can be 100 that fraction is matched in the case of matching completelyPoint, fraction can determine according to matching degree in the case of part matches.
It is determined that after the first matching value, the second matching value and the 3rd matching value, the first matching value, the second matching can be based onValue and the 3rd matching value, determine the matching degree between the business and each customer service staff.Specifically, weight can be used to calculateMethod, assign every kind of matching value to corresponding weight, then weighted sum calculates matching degree.Wherein, weight can be set according to actual demandPut, the embodiment of the present invention is not especially limited to this.For example, customer service staff is allowed to handle itself unfamiliar type of serviceBusiness, compared to allowing customer service staff to handle the business of itself unfamiliar business sources or allow customer service staffHandle the business that unfamiliar businessman arrives, can more influence business processing efficiency and quality, then can be by corresponding to type of serviceLarger weight is assigned with value, namely the second matching value.
Matching degree highest customer service staff is determined through the above way, can obtain matching degree highest customer service work peopleCustomer service mark corresponding to member, and the business paper of the business is distributed to customer service terminal corresponding to customer service mark.
It is envisaged that user may express same demand by different business sources.Now, it is differentBusiness sources reach business may be same business.For example, a user wants to carry out pre-sales inquiry, first pass throughPhone channel is seeked advice to customer service staff, is seeked advice from subsequently through client channel to customer service staff.Now, might haveMultidigit customer service staff is handling same business.For receiving the customer service staff of the business after, it is necessary to knowThe business is taken in preceding existing customer service staff, and needs the processing progress of customer service staff or processing industry before being informed inThe historical information of business, so as to distribute the business paper of the business to before customer service terminal corresponding to customer service mark, also willBusiness paper distribute to before customer service terminal corresponding to rear customer service staff, can also obtain any business it is processed afterFlow Record information；Business information based on Flow Record information and any business, generate the business paper of any business.
Business paper containing Flow Record information is being distributed to corresponding customer service terminal, customer service staff can be clearThe processing progress of the business is checked to Chu, consequently facilitating follow-up make further Coordination Treatment, avoids repeating operation.
Method provided in an embodiment of the present invention, for currently pending any business, by based on history service documentHistory process record, determine Adapted information corresponding to any business.According to Adapted information choose corresponding to customer service mark, by thisThe business paper of business is distributed to customer service terminal corresponding to customer service mark.Due to that can determine to treat according to the history process record of businessThe Adapted information of processing business, the customer service staff that is matched with the business is chosen according to Adapted information, and by the traffic assignmentsProcessing quality and treatment effeciency can be improved to customer service staff, during subsequent treatment.Therefore, the effect of traffic assignments is preferable.
Secondly as in the business of distribution, business corresponding to the high customer service staff processing of matching degree may be selected, namelyAccording to the Adapted information of the business, the customer service staff that can accordingly select business processing familiarity high handles the business, fromAnd it can further improve the processing quality and treatment effeciency of business.
Finally, due in user by different business sources to express same demand when, can will contain flowing waterThe business paper of record information is distributed to corresponding customer service terminal, so as to allow customer service staff clearly to check the place of the businessReason progress, consequently facilitating follow-up make further Coordination Treatment, avoid repeating operation.
The method for distributing business provided based on above-described embodiment, the embodiments of the invention provide a kind of traffic assignments dressPut.Referring to Fig. 3, the device includes：
Determining module 301, for for currently pending any business, the history processing based on history service document to be rememberedRecord, determines Adapted information corresponding to any business；
Distribute module 302, for customer service mark corresponding to being chosen according to Adapted information, by the business paper of any business pointIt is assigned to customer service terminal corresponding to customer service mark.
As a kind of alternative embodiment, determining module 301, including：
First determining unit, for the history process record based on history service document, determine the attribute mark of business processingLabel；
Second determining unit, for according to each attribute tags, determining Adapted information corresponding to any business.
As a kind of alternative embodiment, attribute tags comprise at least type of service, business sources and business source businessFamily's information.
As a kind of alternative embodiment, the second determining unit, for according to each attribute tags, determining the industry of any businessService type, business sources and business source Business Information, and as Adapted information corresponding to any business.
As a kind of alternative embodiment, distribute module 302, for working as based on Adapted information and each customer service staffPreceding status information, determine the matching degree between any business and each customer service staff；Determine matching degree highest customer service workMake personnel, obtain customer service mark corresponding to matching degree highest customer service staff.
As a kind of alternative embodiment, current state information includes currently responsible business sources, currently processed industryThe business source Business Information of business and currently responsible type of service, distribute module 303, for each customer service staff to be worked asPreceding responsible business sources are matched with the business sources of any business, obtain the first matching value；By each visitorThe business source Business Information of the currently processed business of staff is taken to be matched with the business source Business Information of any business,Obtain the second matching value；By the type of service progress of the type of service that each customer service staff is currently responsible for and any businessMatch somebody with somebody, obtain the 3rd matching value；Based on the first matching value, the second matching value and the 3rd matching value, any business and each visitor are determinedTake the matching degree between staff.
As a kind of alternative embodiment, the device also includes：
Acquisition module, for when any business is processed, obtaining the Flow Record letter after any business is processedBreath；
Generation module, for the business information based on Flow Record information and any business, generate the industry of any businessBusiness document.
Device provided in an embodiment of the present invention, for currently pending any business, by based on history service documentHistory process record, determine Adapted information corresponding to any business.According to Adapted information choose corresponding to customer service mark, by thisThe business paper of business is distributed to customer service terminal corresponding to customer service mark.Due to that can determine to treat according to the history process record of businessThe Adapted information of processing business, the customer service staff that is matched with the business is chosen according to Adapted information, and by the traffic assignmentsProcessing quality and treatment effeciency can be improved to customer service staff, during subsequent treatment.Therefore, the effect of traffic assignments is preferable.
Secondly as in the business of distribution, business corresponding to the high customer service staff processing of matching degree may be selected, namelyAccording to the Adapted information of the business, the customer service staff that can accordingly select business processing familiarity high handles the business, fromAnd it can further improve the processing quality and treatment effeciency of business.
Finally, due in user by different business sources to express same demand when, can will contain flowing waterThe business paper of record information is distributed to corresponding customer service terminal, so as to allow customer service staff clearly to check the place of the businessReason progress, consequently facilitating follow-up make further Coordination Treatment, avoid repeating operation.
The embodiments of the invention provide a kind of traffic assignments equipment.Referring to Fig. 4, the traffic assignments equipment includes：Processor(processor) 401, memory (memory) 402 and bus 403；
Wherein, processor 401 and memory 402 complete mutual communication by bus 403 respectively；
Processor 401 is used to call the programmed instruction in memory 402, to perform the business point that above-described embodiment is providedMethod of completing the square, such as including：For currently pending any business, based on the history process record of history service document, it is determined thatAdapted information corresponding to any business；According to Adapted information choose corresponding to customer service mark, by the business paper of any business pointIt is assigned to customer service terminal corresponding to customer service mark.
The present invention provides a kind of non-transient computer readable storage medium storing program for executing, non-transient computer readable storage medium storing program for executing storageComputer instruction, the computer instruction make computer perform the method for distributing business that above-described embodiment is provided, such as including：It is rightIn currently pending any business, based on the history process record of history service document, determine to be adapted to corresponding to any businessInformation；According to Adapted information choose corresponding to customer service mark, by the business paper of any business distribute to customer service mark corresponding toCustomer service terminal.
One of ordinary skill in the art will appreciate that：Realizing all or part of step of above method embodiment can pass throughProgrammed instruction related hardware is completed, and foregoing program can be stored in a computer read/write memory medium, the programUpon execution, the step of execution includes above method embodiment；And foregoing storage medium includes：ROM, RAM, magnetic disc or lightDisk etc. is various can be with the medium of store program codes.
The embodiments such as information exchange equipment described above are only schematical, wherein illustrate as separating componentUnit can be or may not be physically separate, can be as the part that unit is shown or may not be thingManage unit, you can with positioned at a place, or can also be distributed on multiple NEs.It can select according to the actual needsSome or all of module therein is selected to realize the purpose of this embodiment scheme.Those of ordinary skill in the art are not paying woundIn the case of the work for the property made, you can to understand and implement.
Through the above description of the embodiments, those skilled in the art can be understood that each embodiment canRealized by the mode of software plus required general hardware platform, naturally it is also possible to pass through hardware.Based on such understanding, onThe part that technical scheme substantially in other words contributes to prior art is stated to embody in the form of software product, shouldComputer software product can store in a computer-readable storage medium, such as ROM/RAM, magnetic disc, CD, including some fingersMake to cause a computer equipment (can be personal computer, server, or network equipment etc.) to perform each implementationSome Part Methods of example or embodiment.
Finally, the present processes are only preferable embodiment, are not intended to limit the scope of the present invention.It is allWithin the spirit and principles in the present invention, any modification, equivalent substitution and improvements made etc., the protection of the present invention should be included inWithin the scope of.