技术领域technical field
本发明属于通信技术领域，具体涉及一种用于对拨打客服热线的用户进行排队的排队方法、排队系统。The invention belongs to the technical field of communication, and in particular relates to a queuing method and a queuing system for queuing up users dialing a customer service hotline.
背景技术Background technique
电话服务的排队方法一般分为以下三种方式：1、一队通方式，即将所有的用户来电统一按照时间顺序排成一队，先到先服务；2、按照业务进行分类，将客服人员和用户来电按照业务类型进行分类，办理相同业务的用户来电按照先到先服务的方式排队；3、按照用户来电等级分类，将用户来电分为不同的等级，相同等级的用户来电按照先到先服务的方式排队。The queuing method of telephone service is generally divided into the following three methods: 1. One-team method, that is, all user calls are arranged in a team in chronological order, and first-come-first-served; 2. Classify according to business, divide customer service personnel and User calls are classified according to business types, and user calls for the same business are queued in a first-come-first-served manner; 3. According to user call levels, user calls are divided into different levels, and user calls of the same level are served on a first-come, first-served basis way of queuing.
发明人发现，现有的排队方式存在以下问题：第一种方式会导致紧急业务得不到及时办理，例如银行紧急挂失业务若不及时办理可能会造成用户财产损失；第二种方式可能会出现资源分配不合理，导致部分队列拥塞而部分队列闲置，并且不考虑用户的身份等级将会导致重要用户的业务得不到及时办理，造成用户流失；第三种方式未考虑到紧急业务的时间紧迫性，造成紧急业务未能够及时得到处理。The inventor found that the existing queuing methods have the following problems: the first method will lead to urgent business not being handled in time, for example, if the bank’s emergency loss report business is not handled in time, it may cause user property loss; the second method may cause Resource allocation is unreasonable, resulting in some queues being congested and some queues being idle, and regardless of the identity level of users, the business of important users will not be processed in time, resulting in the loss of users; the third method does not take into account the urgent business time. nature, resulting in urgent business not being able to be processed in a timely manner.
发明内容Contents of the invention
本发明旨在至少解决现有技术中存在的技术问题之一，提供一种使用户的排队等候时间更加合理，避免部分用户等待时间过长，或者非重要用户的紧急业务得不到及时处理的情况，从而提升服务效率，提高用户满意度的排队方法。The purpose of the present invention is to solve at least one of the technical problems in the prior art, and to provide a system that makes the waiting time of users more reasonable and prevents the waiting time of some users from being too long, or that emergency services of non-important users cannot be processed in time. Situation, thereby improving service efficiency and improving user satisfaction queuing method.
解决本发明技术问题所采用的技术方案是一种用于对拨打客服热线的用户进行排队的排队方法，包括：The technical solution adopted to solve the technical problem of the present invention is a queuing method for queuing up users who dial the customer service hotline, including:
根据所接收到的当前用户的呼叫请求，获取所述当前用户的排队信息，所述排队信息包括当前用户的身份等级、业务等级、已等待时间等级；Acquiring the queuing information of the current user according to the received call request of the current user, the queuing information including the current user's identity level, service level, and waiting time level;
根据所述当前用户的身份等级、业务等级、已等待时间等级，按照第一预设算法，确定所述当前用户的优先等级；Determine the priority level of the current user according to the current user's identity level, service level, and elapsed waiting time level according to a first preset algorithm;
根据所述当前用户的优先等级，以及原排队序列中的用户的优先等级信息，将所述当前用户加入所述原排队序列中，得到当前排队序列。According to the priority level of the current user and the priority level information of the users in the original queuing sequence, the current user is added to the original queuing sequence to obtain the current queuing sequence.
优选的，所述第一预设算法的公式为：优先等级＝身份等级×权重1+业务等级×权重2+已等待时间等级×权重3；Preferably, the formula of the first preset algorithm is: priority level = identity level × weight 1 + service level × weight 2 + elapsed waiting time level × weight 3;
其中，所述权重1+权重2+权重3的＝100％。Wherein, the weight 1+weight 2+weight 3=100%.
进一步优选的，所述权重1、权重2和权重3采用如下步骤确定：Further preferably, the weight 1, weight 2 and weight 3 are determined by the following steps:
获取原排队序列中的各用户的排队信息；Obtain the queuing information of each user in the original queuing sequence;
根据所述原排队序列中的各用户的排队信息确定权重1、权重2和权重3。Weight 1, weight 2 and weight 3 are determined according to the queuing information of each user in the original queuing sequence.
优选的，所述根据所述优先等级将所述当前用户加入排队序列之后，还包括：Preferably, after adding the current user to the queuing sequence according to the priority, the method further includes:
根据所述当前排队序列中排在所述当前用户之前的其它用户的排队信息，按照第二预设算法，确定所述当前用户的预计等待时间；determining the expected waiting time of the current user according to the queuing information of other users in the current queuing sequence prior to the current user according to a second preset algorithm;
将所述预计等待时间发送给所述当前用户，让所述当前用户进行下述三种选择：1、继续排队；2、结束排队，等待系统回拨；3、结束当前排队；Send the estimated waiting time to the current user, and let the current user perform the following three options: 1. Continue queuing; 2. End queuing and wait for the system to call back; 3. End the current queuing;
若所述当前用户选择1，则返回所述根据所述当前排队序列中排在所述当前用户之前的其它用户的排队信息，按照第二预设算法，确定所述当前用户的预计等待时间的步骤；If the current user selects 1, return the queuing information of other users who are in front of the current user in the current queuing sequence, and determine the expected waiting time of the current user according to a second preset algorithm step;
若所述当前用户选择2，则将所述当前用户退出所述当前排队序列；If the current user selects 2, the current user will exit the current queuing sequence;
若所述当前用户选择3，则调高所述当前用户的身份等级。If the current user selects 3, the identity level of the current user is increased.
进一步优选的，所述根据所述当前排队序列中排在所述当前用户之前的其它用户的排队信息，按照第二预设算法，确定所述当前用户的预计等待时间，具体包括：Further preferably, according to the queuing information of other users ranked in front of the current user in the current queuing sequence, according to a second preset algorithm, the estimated waiting time of the current user is determined, specifically including:
根据平均业务办理时间和所述排队序列中排在所述当前用户之前的其它用户的数量确定所述当前用户的预计等待时间。The estimated waiting time of the current user is determined according to the average service processing time and the number of other users prior to the current user in the queuing sequence.
优选的，所述排队方法还包括：Preferably, the queuing method also includes:
接收所述当前用户的呼叫请求，并根据所述呼叫请求对所述当前用户的身份信息进行鉴权；receiving a call request from the current user, and authenticating the identity information of the current user according to the call request;
若鉴权通过，则根据所接收到的当前用户的呼叫请求，获取所述当前用户的排队信息。If the authentication is passed, the queuing information of the current user is obtained according to the received call request of the current user.
解决本发明技术问题所采用的另一技术方案是一种排队系统，包括：Another technical solution adopted to solve the technical problems of the present invention is a queuing system, comprising:
信息获取单元，用于根据所接收到的当前用户的呼叫请求，获取所述当前用户的排队信息，所述排队信息包括当前用户的身份等级、业务类型、已等待时间；An information acquisition unit, configured to acquire the queuing information of the current user according to the received call request of the current user, the queuing information including the current user's identity level, service type, and waiting time;
优先配置单元，用于根据所述当前用户的身份等级、业务等级、已等待时间等级，按照第一预设算法，确定所述当前用户的优先等级；A priority configuration unit, configured to determine the priority level of the current user according to the current user's identity level, service level, and elapsed waiting time level according to a first preset algorithm;
排队管理单元，用于根据所述当前用户的优先等级，以及原排队序列中的用户的优先等级信息，将所述当前用户加入所述原排队序列中，得到当前排队序列。The queuing management unit is configured to add the current user to the original queuing sequence according to the priority level of the current user and the priority level information of users in the original queuing sequence to obtain the current queuing sequence.
优选的，所述第一预设算法的公式为：优先等级＝身份等级×权重1+业务等级×权重2+已等待时间等级×权重3；Preferably, the formula of the first preset algorithm is: priority level = identity level × weight 1 + service level × weight 2 + elapsed waiting time level × weight 3;
其中，所述权重1+权重2+权重3＝100％。Wherein, the weight 1+weight 2+weight 3=100%.
进一步优选的，所述信息获取单元还用于，获取原排队序列中各用户的排队信息；Further preferably, the information acquiring unit is further configured to acquire the queuing information of each user in the original queuing sequence;
所述优先配置单元还用于，根据所述原排队序列中各用户的排队信息确定权重1、权重2和权重3。The priority configuration unit is further configured to determine weight 1, weight 2 and weight 3 according to the queuing information of each user in the original queuing sequence.
优选的，所述排队系统还包括：Preferably, the queuing system also includes:
鉴权单元，接收所述当前用户的呼叫请求，并根据所述当前用户的身份信息进行鉴权；An authentication unit, receiving the call request of the current user, and performing authentication according to the identity information of the current user;
若鉴权通过，则所述信息获取单元根据所接收到的当前用户的呼叫请求，获取所述当前用户的排队信息。If the authentication passes, the information acquiring unit acquires the queuing information of the current user according to the received call request of the current user.
本发明的排队方法综合了用户的身份等级、业务类型、已等待时间等排队信息，对排队序列进行动态调整，使各用户的排队等候时间(从拨打客服热线到开始被服务的时间)更加合理，避免部分用户等待时间过长，或者非重要用户的紧急业务得不到及时处理的情况，从而提升服务效率，提高用户满意度。The queuing method of the present invention integrates the queuing information such as the user's identity level, business type, and waiting time, and dynamically adjusts the queuing sequence to make the queuing waiting time of each user (from dialing the customer service hotline to the time of being served) more reasonable , to avoid the situation that some users wait too long, or the urgent business of non-important users cannot be processed in time, so as to improve service efficiency and user satisfaction.
附图说明Description of drawings
图1为本发明的实施例1的排队方法的流程图；Fig. 1 is the flowchart of the queuing method of embodiment 1 of the present invention;
图2为本发明的实施例2的排队系统的框图。Fig. 2 is a block diagram of a queuing system in Embodiment 2 of the present invention.
具体实施方式Detailed ways
为使本领域技术人员更好地理解本发明的技术方案，下面结合附图和具体实施方式对本发明作进一步详细描述。In order to enable those skilled in the art to better understand the technical solutions of the present invention, the present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments.
实施例1：Example 1:
如图1所示，本实施例提供一种主要针对拨打客服热线的用户的排队方法。As shown in FIG. 1 , this embodiment provides a queuing method mainly for users who call a customer service hotline.
其中，客服热线可以为银行、通信运营商、购物网站、订票网站等服务系统的服务电话，用户通过拨打客服热线，可以办理各种不同的业务。由于实际生活中，用户的数量远远大于客服的数量，故用户在办理业务时，通常需要排队等候。Among them, the customer service hotline can be a service phone number of a service system such as a bank, a communication operator, a shopping website, a ticket booking website, etc., and a user can handle various businesses by dialing the customer service hotline. Because in real life, the number of users is far greater than the number of customer service, so users usually need to wait in line when handling business.
本实施例中的排队方法包括：The queuing methods in this embodiment include:
S1、用户拨打客服热线，发起呼叫请求。S1. The user dials a customer service hotline to initiate a call request.
具体的，用户利用电话拨打某一客服热线，通过语音提示以及按键选择等方式确定所需要办理的业务，向排队系统发起呼叫请求，等待被服务。其中，电话可以为固定电话(座机)、无线电话(手机)等联系方式。Specifically, the user dials a customer service hotline by telephone, determines the business to be handled through voice prompts and key selection, etc., initiates a call request to the queuing system, and waits to be served. Wherein, the telephone can be fixed telephone (landline), wireless telephone (mobile phone) and other contact methods.
S2、排队系统接收用户的呼叫请求，根据呼叫请求对用户的身份信息进行鉴权；若鉴权通过，则根据呼叫请求获取用户的排队信息。其中，排队信息包括用户的身份等级、业务等级、已等待时间等级。S2. The queuing system receives the user's call request, and authenticates the user's identity information according to the call request; if the authentication passes, obtains the user's queuing information according to the call request. Wherein, the queuing information includes the user's identity level, service level, and elapsed waiting time level.
在该步骤中，之所以对用户的身份信息进行鉴权之后才可以获取用户的排队信息，是因为可以利用鉴权对用户身份进行认证，以保证用户身份的安全性。若鉴权没有通过则结束排队，从而避免因非法用户入侵而造成合法用户的财产损失。In this step, the reason why the user's queuing information can be obtained after the user's identity information is authenticated is that the user's identity can be authenticated by using the authentication to ensure the security of the user's identity. If the authentication fails, the queuing will end, thereby avoiding the property loss of legal users due to illegal user intrusion.
在此需要说明的是，若该排队系统的安全性能较好，步骤S2则可以直接根据用户的呼叫请求获取该用户的排队信息，无需鉴权的步骤。其中，用户的身份等级分为多级，例如将身份等级分为10级，由1到10，用户的重要程度依次递增，且该身份等级是可以调整的。例如，当用户在该服务系统中初次注册时，对应一个身份等级，后续根据用户的注册时间长短以及服务类型、业务类型等可以调整用户的身份等级；具体的，例如可以依据用户的注册时间，每半年为该用户升级一次，直至满级为止；或者，可以依据用户办理重要业务的次数，每办理十次升级一次，直至满级为止。在本实施例的排队方法中，当用户发起呼叫请求，排队系统则可以根据该用户发起呼叫请求的电话号码，与其内预先存储的各用户的身份信息进行查找，确定用户当前的身份等级。What needs to be explained here is that if the security performance of the queuing system is good, step S2 can directly obtain the queuing information of the user according to the user's call request without the step of authentication. Wherein, the identity level of the user is divided into multiple levels, for example, the identity level is divided into 10 levels, from 1 to 10, the importance of the user increases successively, and the identity level can be adjusted. For example, when a user registers in the service system for the first time, it corresponds to an identity level, and the user's identity level can be adjusted later according to the user's registration time, service type, business type, etc.; specifically, for example, according to the user's registration time, Upgrade the user every six months until the level is full; or, according to the number of times the user handles important business, upgrade once every ten times until the level is full. In the queuing method of this embodiment, when a user initiates a call request, the queuing system can search according to the phone number that the user initiates the call request with the identity information of each user stored in advance to determine the current identity level of the user.
其中，业务等级分为多级，例如可以分为1-10级，其中由1到10，业务的紧急程度依次递增。根据不同类型业务的不同紧急程度，可以将各类型的业务划分至相对应的业务等级。本实施例中，排队系统可以根据用户在呼叫请求中对业务类型的选择，与预先存储的业务类型与业务等级对应关系表，确定用户在本次服务中业务等级。Wherein, the business level is divided into multiple levels, for example, it can be divided into levels 1-10, wherein from 1 to 10, the urgency of the business increases in order. According to the different urgency of different types of business, each type of business can be divided into corresponding service levels. In this embodiment, the queuing system can determine the user's service level in this service according to the service type selected by the user in the call request and the pre-stored correspondence table between service type and service level.
其中，已等待时间等级可以根据已等待时间的长短进行等级划分，例如可将已等待时间等级划分为1-10级，其中由1到10已等待时间递增。例如，可将0-1分钟划分为1级，将1-2分钟划分为2级，将2-3分钟划分为3级，以此类推。排队系统根据用户发起呼叫请求的时间与当前时间，则可以确定用户已经等待的时间。之后，则可以根据用户已经等待时间，和预先存储的已经等待时间与已等待时间等级的对应关系表，确定该用户本次服务中用户的已等待时间等级。Wherein, the waiting time level can be classified according to the length of the waiting time, for example, the waiting time level can be divided into 1-10 levels, wherein the waiting time increases from 1 to 10. For example, 0-1 minutes can be divided into level 1, 1-2 minutes can be divided into level 2, 2-3 minutes can be divided into level 3, and so on. The queuing system can determine the waiting time of the user according to the time when the user initiates the call request and the current time. Afterwards, according to the user's already waiting time and the pre-stored correspondence table between the already waiting time and the level of the waiting time, the user's level of the user's waiting time in this service can be determined.
其中，可以理解的是，本实施例中将各排队信息按照不同的规则划分为1-10级仅作为举例，在实际应用中，可对等级划分规则、等级数等参数进行调整，在此不再详述。同时，用户的排队信息还可以包括其它信息，例如历史服务记录、历史评价记录等，在此不再赘述。Among them, it can be understood that in this embodiment, the division of each queuing information into 1-10 levels according to different rules is only an example. In practical applications, parameters such as the level division rules and the number of levels can be adjusted. More details. Meanwhile, the user's queuing information may also include other information, such as historical service records, historical evaluation records, etc., which will not be repeated here.
S3、根据用户的身份等级、业务类型、已等待时间，按照第一预设算法，确定用户的优先等级。S3. Determine the priority level of the user according to the user's identity level, service type, and waiting time according to a first preset algorithm.
具体的，第一预设算法的公式为：优先等级＝身份等级×权重1+业务类型×权重2+等待时间×权重3；其中，权重1+权重2+权重3的＝100％。即对各排队信息赋予一定的权重后计算出用户的优先等级。其中，不同排队信息对应的权重可以相同，也可以不同。可以理解的是，权重越大，则对应的排队信息对最终计算出的优先等级的影响越大。也就是说，系统可以通过调整权重大小，来确定主要参考哪个(或者哪些)排队信息将用户加入排队序列。Specifically, the formula of the first preset algorithm is: priority level=identity level×weight 1+service type×weight 2+waiting time×weight 3; wherein, weight 1+weight 2+weight 3=100%. That is, the priority level of the user is calculated after assigning a certain weight to each queuing information. The weights corresponding to different queuing information may be the same or different. It can be understood that the greater the weight, the greater the impact of the corresponding queuing information on the finally calculated priority. That is to say, the system can determine which (or which) queuing information is mainly referred to to add the user to the queuing sequence by adjusting the weight.
其中，权重1、权重2以及权重3是根据原排队序列中各用户的排队信息确定的。Wherein, weight 1, weight 2 and weight 3 are determined according to the queuing information of each user in the original queuing sequence.
也就是说，本实施例中的各排队信息对应的权重并非固定的，而是根据当前排队序列中的各用户的排队信息动态调整的，从而保证对各用户的排队安排更加合理。具体方式如下：统计排队序列中的用户等级，计算出用户等级超过一定等级的用户数量所占的比重；统计排队序列中的各用户的业务类型，计算出业务类型超过一定等级的用户数量所占的比重；统计排队序列中的用户的平均等待时间；根据不同排队信息中，各等级所占的比重以及平均等待时间确定各排队信息对应的权重数值。例如，将初始的权重1、权重2、权重3分别设置为40％、30％、20％，而当排队序列中用户的身份等级大于5的用户所占的比重大于80％时，同时业务类型大于5的用户所占的比重小于80％时，将权重比例调整为：权重1＝40％，权重2＝25％，权重3＝35％。也即，当重要用户比较多，而需要办理的紧急业务不是很多时，将对应业务类型的权重2减小，增大对应等待时间的权重3，从而使重要用户更早得到服务，尽量避免因等待时间太久而造成用户体验效果不好，导致重要用户流失。That is to say, the weights corresponding to each queuing information in this embodiment are not fixed, but are dynamically adjusted according to the queuing information of each user in the current queuing sequence, so as to ensure a more reasonable queuing arrangement for each user. The specific method is as follows: count the user levels in the queuing sequence, calculate the proportion of the number of users whose user level exceeds a certain level; count the service types of each user in the queuing sequence, and calculate the proportion of the number of users whose service type exceeds a certain level The proportion of the users in the queuing sequence is counted; the average waiting time of users in the queuing sequence is counted; the weight value corresponding to each queuing information is determined according to the proportion of each level and the average waiting time in different queuing information. For example, the initial weight 1, weight 2, and weight 3 are set to 40%, 30%, and 20% respectively, and when the proportion of users whose identity level is greater than 5 in the queuing sequence is greater than 80%, the service type When the proportion of users greater than 5 is less than 80%, the weight proportions are adjusted to: weight 1 = 40%, weight 2 = 25%, weight 3 = 35%. That is, when there are many important users and there are not many emergency services to be handled, the weight 2 corresponding to the business type is reduced, and the weight 3 corresponding to the waiting time is increased, so that important users can get services earlier, and try to avoid due to The waiting time is too long and the user experience effect is not good, resulting in the loss of important users.
S4、根据步骤S3中所获取的该用户的优先等级，以及原排队序列中的各用户的优先等级信息，将该用户加入原排队序列中，得到当前排队序列。S4. According to the priority level of the user acquired in step S3 and the priority level information of each user in the original queuing sequence, add the user to the original queuing sequence to obtain the current queuing sequence.
可以理解的是，排队系统在将任意一位用户加入排队序列时，都是根据优先等级进行排序的，故每一位用户都有自己的优先等级数。通过比较用户的优先等级与排队序列中的其它用户的优先等级数值的大小，将该当前用过户排到优先等级数值小于该用户的其它用户之前，得到新的排队序列。It can be understood that when the queuing system adds any user to the queuing sequence, it sorts according to the priority level, so each user has its own priority level number. By comparing the priority of the user with the priority values of other users in the queuing sequence, the current user is transferred before other users whose priority values are lower than the user, and a new queuing sequence is obtained.
S5、根据当前排队序列中排在用户之前的其它用户的排队信息，按照第二预设算法，确定用户的预计等待时间。S5. According to the queuing information of other users who are in front of the user in the current queuing sequence, and according to the second preset algorithm, determine the expected waiting time of the user.
本实施例中，在将用户加入排队序列后，还会预估用户的等待时间，以使用户对当前的排队情况进行判断。In this embodiment, after the user is added to the queuing sequence, the user's waiting time is also estimated, so that the user can judge the current queuing situation.
具体的，本实施例中，根据平均业务办理时间和排队序列中排在用户之前的其它用户的数量确定用户的预计等待时间。也即，利用业务办理历史记录确定平均业务办理时间，将其与排在用户之前的其它用户的数量相乘，即可得到该用户的预计等待时间。Specifically, in this embodiment, the estimated waiting time of the user is determined according to the average service processing time and the number of other users that are ahead of the user in the queuing sequence. That is, the average business processing time is determined by using the business processing history records, and multiplied by the number of other users ranked ahead of the user to obtain the expected waiting time of the user.
进一步优选的，可以统计排在该用户之前的其它用户所要办理的业务类型，根据各业务类型对应的预计办理时间可以预估排在用户之前的各用户的预计业务办理时间，从而可以得到用户的预计等待时间。Further preferably, the types of business to be handled by other users before the user can be counted, and according to the estimated processing time corresponding to each business type, the estimated business processing time of each user ranked in front of the user can be estimated, so that the user's Estimated wait time.
S6、排队系统在计算获取得到预计等待时间之后，则将预计等待时间发送给用户，让用户进行下述三种选择：1、继续排队；2、结束排队，等待系统回拨；3、结束当前排队。S6. After the queuing system calculates and obtains the estimated waiting time, it sends the estimated waiting time to the user, allowing the user to make the following three choices: 1. Continue queuing; 2. End queuing and wait for the system to call back; 3. End the current queue.
若用户选择1，则返回S5，重新计算用户的预计等待时间，以使该用户可以实时获取排队进展情况。If the user selects 1, return to S5 and recalculate the user's expected waiting time, so that the user can obtain the queuing progress in real time.
若用户选择2，则将该用户退出当前排队序列，即结束该用户的排队。等到排队序列中没有用户时，服务系统可按照用户的预留信息对用户进行回拨，为其服务。其中，用户的预留信息可以为用户发起呼叫请求时的电话号码，也可以是其它有效联系方式。If the user chooses 2, the user will exit the current queuing sequence, that is, the user's queuing will end. When there is no user in the queuing sequence, the service system can call back the user according to the reserved information of the user to serve him. Wherein, the reserved information of the user may be a phone number when the user initiates a call request, or other valid contact methods.
若用户选择3，则调高用户的用户身份等级。用户选择3，则说明用户虽然发起了呼叫请求，但是并没有得到服务系统的服务。显然，这样会影响到该用户的排队及服务体验。故本实施例中，当用户选择3时，调高该用户的身份等级，以在该用户下一次请求服务时，可以增大其的优先等级，从而减少其等待时间。另一种可选的，当用户选择3时，对其进行标注，等到其下一次发起呼叫请求，且办理的业务类型与本次业务类型相同时，再提高其身份等级。If the user selects 3, the user identity level of the user is increased. If the user chooses 3, it means that although the user initiates a call request, he does not get the service of the service system. Obviously, this will affect the user's queuing and service experience. Therefore, in this embodiment, when the user selects 3, the identity level of the user is increased, so that when the user requests a service next time, the priority level can be increased, thereby reducing the waiting time. Another option is to mark it when the user selects 3, and then increase its identity level when it initiates a call request next time and the business type handled is the same as this business type.
其中，优选的，当用户选择3后，提高该用户的身份等级时，为临时提高该用户的身份等级。也即可以对该用户设置一个有一定期限的身份等级，当超过期限后，该用户的身份等级自动降到原本的身份等级。通过设置该临时身份等级，可以提高上述用户排队体验，同时又不会对其它用户的排队体验带来较大影响。Wherein, preferably, when the user selects 3 to increase the user's identity level, the user's identity level is temporarily increased. That is to say, an identity level with a certain time limit can be set for the user, and when the time limit expires, the user's identity level will automatically drop to the original identity level. By setting the temporary identity level, the queuing experience of the above-mentioned users can be improved without greatly affecting the queuing experience of other users.
本实施例中，综合用户的身份等级、业务类型、已等待时间等排队信息，对排队序列进行动态调整，使各用户的排队等候时间(从拨打客服热线到开始被服务的时间)更加合理，避免部分用户等待时间过长，或者非重要用户的紧急业务得不到及时处理的情况，从而提升服务效率，提高用户满意度。In this embodiment, the queuing information such as comprehensive user's identity level, business type, waiting time, etc. is dynamically adjusted to the queuing sequence, so that the queuing waiting time of each user (from dialing the customer service hotline to the time started to be served) is more reasonable, Avoid the situation that some users wait too long, or the urgent business of non-important users cannot be processed in time, so as to improve service efficiency and user satisfaction.
实施例2：Example 2:
如图2所示，本实施例提供一种排队系统，用于根据实施例1提供的排队方法对拨打客服热线的用户进行排队，该排队系统包括：信息获取单元、优先配置单元和排队管理单元。As shown in Figure 2, this embodiment provides a queuing system for queuing up users who call the customer service hotline according to the queuing method provided in Embodiment 1, the queuing system includes: an information acquisition unit, a priority configuration unit and a queuing management unit .
其中，信息获取单元用于根据所接收到的用户的呼叫请求，获取该用户的排队信息，排队信息包括用户的身份等级、业务类型、已等待时间。Wherein, the information obtaining unit is used for obtaining the queuing information of the user according to the received call request of the user, and the queuing information includes the user's identity level, business type, and waiting time.
优先配置单元用于根据用户的身份等级、业务类型、已等待时间，按照第一预设算法，确定用户的优先等级。The priority configuration unit is used to determine the priority level of the user according to the user's identity level, service type, and waiting time according to a first preset algorithm.
排队管理单元用于根据用户的优先等级，以及原排队序列中的用户的优先等级信息，将上述用户加入原排队序列中，得到当前排队序列。The queuing management unit is used to add the above-mentioned users to the original queuing sequence according to the user's priority level and the priority level information of the users in the original queuing sequence to obtain the current queuing sequence.
优选的，第一预设算法的公式为：优先等级＝身份等级×权重1+业务类型×权重2+已等待时间×权重3；其中，权重1、权重2以及权重3的和为100％。Preferably, the formula of the first preset algorithm is: priority level=identity level×weight 1+service type×weight 2+waiting time×weight 3; wherein, the sum of weight 1, weight 2 and weight 3 is 100%.
进一步优选的，信息获取单元还用于，在根据优先等级公式计算用户的优先等级之前，获取原排队序列中的各用户的排队信息。Further preferably, the information obtaining unit is further configured to obtain the queuing information of each user in the original queuing sequence before calculating the user's priority according to the priority formula.
优先配置单元还用于，根据原排队序列中的各用户的排队信息确定权重1、权重2和权重3。The priority configuration unit is further configured to determine weight 1, weight 2 and weight 3 according to the queuing information of each user in the original queuing sequence.
优选的，排队系统还包括：鉴权单元，接收用户的呼叫请求，并根据当前用户的身份信息进行鉴权；当鉴权通过，则信息获取单元根据所接收到的当前用户的呼叫请求，获取当前用户的排队信息。Preferably, the queuing system further includes: an authentication unit, which receives a call request from a user, and performs authentication according to the identity information of the current user; when the authentication is passed, the information acquisition unit obtains the call request according to the received call request of the current user. The queuing information of the current user.
本实施例中，综合用户的身份等级、业务类型、已等待时间等排队信息，对排队序列进行动态调整，使各用户的排队等候时间(从拨打客服热线到开始被服务的时间)更加合理，避免部分用户等待时间过长，或者非重要用户的紧急业务得不到及时处理的情况，从而提升服务效率，提高用户满意度。In this embodiment, the queuing information such as comprehensive user's identity level, business type, waiting time, etc. is dynamically adjusted to the queuing sequence, so that the queuing waiting time of each user (from dialing the customer service hotline to the time started to be served) is more reasonable, Avoid the situation that some users wait too long, or the urgent business of non-important users cannot be processed in time, so as to improve service efficiency and user satisfaction.
可以理解的是，以上实施方式仅仅是为了说明本发明的原理而采用的示例性实施方式，然而本发明并不局限于此。对于本领域内的普通技术人员而言，在不脱离本发明的精神和实质的情况下，可以做出各种变型和改进，这些变型和改进也视为本发明的保护范围。It can be understood that, the above embodiments are only exemplary embodiments adopted for illustrating the principle of the present invention, but the present invention is not limited thereto. For those skilled in the art, various modifications and improvements can be made without departing from the spirit and essence of the present invention, and these modifications and improvements are also regarded as the protection scope of the present invention.
| Application Number | Priority Date | Filing Date | Title |
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| CN201711250654.XACN107979704A (en) | 2017-12-01 | 2017-12-01 | Queuing strategy, queuing system |
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| CN201711250654.XACN107979704A (en) | 2017-12-01 | 2017-12-01 | Queuing strategy, queuing system |
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| CN201711250654.XAPendingCN107979704A (en) | 2017-12-01 | 2017-12-01 | Queuing strategy, queuing system |
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| SE01 | Entry into force of request for substantive examination | ||
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| RJ01 | Rejection of invention patent application after publication | Application publication date:20180501 |