WO2019210556A1 - Call reservation method, agent leaving processing method and apparatus, device, and medium - Google Patents

Abstract

Disclosed are a call reservation method, an agent leaving processing method and apparatus, a device, and a medium. The call reservation method comprising: obtaining a call reservation request, the call reservation request comprising the target preservation time and a reserved agent ID; obtaining the agent state of the reserved agent ID in the target preservation time; if the agent state is non-idle, obtaining agent IDs having an agent state of idle in the target preservation time to be used as standby agent IDs; selecting a target agent ID from the standby agent IDs; and responding to the call reservation request on the basis of the target agent ID. According to the call preservation method, the call preservation request is processed by selecting an appropriate agent according to the target preservation time and the corresponding agent state, so that the arrangement reasonability of each call preservation request is ensured, each call preservation request can be processed timely, and the service handing efficiency of an agent is improved.

Description

Translated fromChinese

通话预约方法、坐席请假处理方法、装置、设备及介质Call reservation method, agent leave processing method, device, device and medium

本申请以2018年5月3日提交的申请号为201810412658.1，名称为“通话预约方法、坐席请假处理方法、装置、设备及介质”的中国发明专利申请为基础，并要求其优先权。This application is based on the Chinese invention patent application filed on May 3, 2018, with the application number 201810412658.1, entitled "Call Appointment Method, Agent Leave Method, Device, Equipment and Media", and requires priority.

技术领域Technical field

本申请涉及数据处理领域，尤其涉及一种通话预约方法、坐席请假处理方法、装置、设备及介质。The present application relates to the field of data processing, and in particular, to a call reservation method, a method for processing an agent leave, a device, a device, and a medium.

背景技术Background technique

目前，很多企业都会配置一呼叫中心，主要用于坐席与客户之间进行业务的沟通。在日常的业务沟通之中，如果在一次通话中没有能解决客户的问题或者由于其他原因需要暂时中止通话，坐席就需要跟客户约好时间安排下一次的电话沟通，即处理客户的通话预约请求。At present, many enterprises will configure a call center, which is mainly used for communication between agents and customers. In daily business communication, if there is no problem that can solve the customer's problem in one call or if the call needs to be temporarily suspended for other reasons, the agent needs to make an appointment with the customer to arrange the next telephone communication, that is, to process the customer's call reservation request. .

在进行通话预约请求处理时，传统的做法是：坐席自己用电脑、手机或者其它办公用品记录通话预约请求的时间安排。但是，通过这种记录方式很有可能导致坐席不容易查询自己的工作时间中的工作安排情况，或者查询的效率很低。因此，经常会导致通话预约请求的时间安排过于集中，使部分通话预约请求无法顺利完成；同时坐席在通话预约请求的时间安排上操作不方便，业务处理效率低。When making call reservation request processing, the traditional method is to use the computer, mobile phone or other office supplies to record the schedule of the call reservation request. However, this type of recording is likely to result in an agent not being able to easily check the work schedule in his or her working hours, or the efficiency of the inquiry is very low. Therefore, the scheduling of the call reservation request is often too concentrated, so that some of the call reservation requests cannot be successfully completed; at the same time, the agent is inconvenient in the scheduling of the call reservation request, and the service processing efficiency is low.

发明内容Summary of the invention

本申请实施例提供一种通话预约方法、装置、设备及介质，以解决通话预约请求的时间安排不合理和业务处理效率不高的问题。The embodiment of the present application provides a call reservation method, device, device, and medium, so as to solve the problem that the time schedule of the call reservation request is unreasonable and the service processing efficiency is not high.

本申请实施例提供一种坐席请假处理方法、装置、设备及介质，以解决坐席请假时无法合理安排对应的通话预约请求的问题。The embodiment of the present invention provides a method, a device, a device, and a medium for processing an agent's leave, so as to solve the problem that the corresponding call reservation request cannot be reasonably arranged when the agent is on leave.

一种通话预约方法，包括以下步骤：A call reservation method includes the following steps:

获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；Obtaining a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;

获取所述预约坐席ID在所述目标预约时间内的坐席状态；Obtaining an agent status of the reserved agent ID in the target reservation time;

若所述坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；If the agent status is a non-idle state, obtaining an agent ID whose seat status is an idle state within the target reservation time is used as an alternate agent ID;

从备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;

基于所述目标坐席ID，响应所述通话预约请求。Responding to the call reservation request based on the target agent ID.

一种通话预约装置，包括：A call reservation device comprising:

通话预约请求获取模块，用于获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；a call reservation request obtaining module, configured to acquire a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;

坐席状态获取模块，用于获取所述预约坐席ID在所述目标预约时间内的坐席状态；An agent status obtaining module, configured to acquire an agent status of the reserved agent ID in the target reservation time;

备选坐席ID选取模块，用于若坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；The candidate agent ID selection module is configured to acquire, as the candidate agent ID, the agent ID whose idle state is in the target reservation time if the agent state is not idle.

目标坐席ID选取模块，用于从备选坐席ID中获取一目标坐席ID；a target agent ID selection module, configured to obtain a target agent ID from the candidate agent ID;

通话预约请求响应模块，用于基于所述目标坐席ID，响应所述通话预约请求。The call reservation request response module is configured to respond to the call reservation request based on the target agent ID.

一种坐席请假处理方法，包括以下步骤：A seat leave treatment method includes the following steps:

获取坐席请假请求，所述坐席请假请求包括请假时间和请假坐席ID；Obtaining a seat leave request, the agent leave request includes a leave time and a leave agent ID;

获取所述请假坐席ID在所述请假时间内的通话预约请求作为待处理通话预约请求，并将所述请假坐席ID在所述请假时间内坐席状态调整为非空闲状态，其中，所述待处理通话预约请求包括待处理预约时间；Obtaining a call reservation request of the leave agent ID in the vacation time as a pending call reservation request, and adjusting the vacation agent ID to a non-idle state during the vacation time, wherein the to-be-processed The call reservation request includes a pending appointment time;

获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；Obtaining an agent ID whose idle state is idle during the pending reservation time, as an alternate agent ID;

从备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;

基于所述目标坐席ID，响应所述待处理通话预约请求。Responding to the pending call reservation request based on the target agent ID.

一种坐席请假处理装置，包括：A seat leave processing device includes:

坐席请假请求获取模块，用于获取坐席请假请求，所述坐席请假请求包括请假时间和请假坐席ID；The agent leave request acquisition module is configured to obtain a seat leave request, where the agent leave request includes a leave time and a leave agent ID;

待处理通话预约请求获取和坐席状态调整模块，用于获取所述请假坐席ID在所述请假时间内的通话预约请求作为待处理通话预约请求，并将所述请假坐席ID在所述请假时间内坐席状态调整为非空闲状态，其中，所述待处理通话预约请求包括待处理预约时间；The pending call reservation request acquisition and the agent status adjustment module are configured to obtain a call reservation request of the leave agent ID in the leave time as a pending call reservation request, and set the leave agent ID in the leave time The agent status is adjusted to a non-idle state, wherein the pending call reservation request includes a pending reservation time;

备选坐席ID选取模块，用于获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；An alternate agent ID selection module is configured to obtain an agent ID whose idle state is an idle state in a pending reservation time, as an alternate agent ID;

目标坐席ID选取模块，用于从备选坐席ID中获取一目标坐席ID；a target agent ID selection module, configured to obtain a target agent ID from the candidate agent ID;

待处理通话预约请求响应模块，用于基于所述目标坐席ID，响应所述待处理通话预约请求。The pending call reservation request response module is configured to respond to the pending call reservation request based on the target agent ID.

一种计算机设备，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如下步骤：A computer device comprising a memory, a processor, and computer readable instructions stored in the memory and operative on the processor, the processor executing the computer readable instructions to:

获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；Obtaining a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;

获取所述预约坐席ID在所述目标预约时间内的坐席状态；Obtaining an agent status of the reserved agent ID in the target reservation time;

若所述坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；If the agent status is a non-idle state, obtaining an agent ID whose seat status is an idle state within the target reservation time is used as an alternate agent ID;

从所述备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;

基于所述目标坐席ID，响应所述通话预约请求。Responding to the call reservation request based on the target agent ID.

一种计算机设备，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如下步骤：A computer device comprising a memory, a processor, and computer readable instructions stored in the memory and operative on the processor, the processor executing the computer readable instructions to:

获取坐席请假请求，所述坐席请假请求包括请假时间和请假坐席ID；Obtaining a seat leave request, the agent leave request includes a leave time and a leave agent ID;

获取所述请假坐席ID在所述请假时间内的通话预约请求作为待处理通话预约请求，并将所述请假坐席ID在所述请假时间内坐席状态调整为非空闲状态，其中，所述待处理通话预约请求包括待处理预约时间；Obtaining a call reservation request of the leave agent ID in the vacation time as a pending call reservation request, and adjusting the vacation agent ID to a non-idle state during the vacation time, wherein the to-be-processed The call reservation request includes a pending appointment time;

获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；Obtaining an agent ID whose idle state is idle during the pending reservation time, as an alternate agent ID;

从备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;

基于所述目标坐席ID，响应所述待处理通话预约请求。Responding to the pending call reservation request based on the target agent ID.

一个或多个存储有计算机可读指令的非易失性可读存储介质，所述计算机可读指令被一个或多个处理器执行时，使得所述一个或多个处理器执行如下步骤：One or more non-transitory readable storage mediums storing computer readable instructions, when executed by one or more processors, cause the one or more processors to perform the following steps:

获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；Obtaining a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;

获取所述预约坐席ID在所述目标预约时间内的坐席状态；Obtaining an agent status of the reserved agent ID in the target reservation time;

若所述坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；If the agent status is a non-idle state, obtaining an agent ID whose seat status is an idle state within the target reservation time is used as an alternate agent ID;

从所述备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;

基于所述目标坐席ID，响应所述通话预约请求。Responding to the call reservation request based on the target agent ID.

一个或多个存储有计算机可读指令的非易失性可读存储介质，所述计算机可读指令被一个或多个处理器执行时，使得所述一个或多个处理器执行如下步骤：One or more non-transitory readable storage mediums storing computer readable instructions, when executed by one or more processors, cause the one or more processors to perform the following steps:

获取坐席请假请求，所述坐席请假请求包括请假时间和请假坐席ID；Obtaining a seat leave request, the agent leave request includes a leave time and a leave agent ID;

获取所述请假坐席ID在所述请假时间内的通话预约请求作为待处理通话预约请求，并将所述请假坐席ID在所述请假时间内坐席状态调整为非空闲状态，其中，所述待处理通话预约请求包括待处理预约时间；Obtaining a call reservation request of the leave agent ID in the vacation time as a pending call reservation request, and adjusting the vacation agent ID to a non-idle state during the vacation time, wherein the to-be-processed The call reservation request includes a pending appointment time;

获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；Obtaining an agent ID whose idle state is idle during the pending reservation time, as an alternate agent ID;

从备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;

基于所述目标坐席ID，响应所述待处理通话预约请求。Responding to the pending call reservation request based on the target agent ID.

本申请的一个或多个实施例的细节在下面的附图和描述中提出，本申请的其他特征和优点将从说明书、附图以及权利要求变得明显。The details of one or more embodiments of the present invention are set forth in the accompanying drawings and the description of the claims.

附图说明DRAWINGS

为了更清楚地说明本申请实施例中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动性的前提下，还可以根据这些附图获得其他的附图。In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings used in the embodiments or the prior art description will be briefly described below. Obviously, the drawings in the following description are only the present application. For some embodiments, other drawings may be obtained from those of ordinary skill in the art in light of the inventive workability.

图1为本申请实施例1中提供的通话预约方法的一实现流程图；1 is a flowchart of an implementation of a call reservation method provided in Embodiment 1 of the present application;

图2为本申请实施例1中步骤S50的一实现流程图；2 is a flowchart of an implementation of step S50 in Embodiment 1 of the present application;

图3为本申请实施例1中步骤S40的一实现流程图；3 is a flowchart of an implementation of step S40 in Embodiment 1 of the present application;

图4为本申请实施例1中步骤S50的另一实现流程图；4 is a flowchart of another implementation of step S50 in Embodiment 1 of the present application;

图5为本申请实施例1中步骤S55的一实现流程图；FIG. 5 is a flowchart of an implementation of step S55 in Embodiment 1 of the present application;

图6为本申请实施例2中提供的通话预约装置的一原理框图；6 is a schematic block diagram of a call reservation device provided in Embodiment 2 of the present application;

图7为本申请实施例3中提供的坐席请假处理方法的一实现流程图；FIG. 7 is a flowchart of an implementation of a method for processing an agent leave provided in Embodiment 3 of the present application;

图8为本申请实施例4中提供的坐席请假装置的一原理框图；8 is a schematic block diagram of a seat leave device provided in Embodiment 4 of the present application;

图9为本申请实施例6中提供的计算机设备的示意图。FIG. 9 is a schematic diagram of a computer device provided in Embodiment 6 of the present application.

具体实施方式detailed description

下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例是本申请一部分实施例，而不是全部的实施例。基于本申请中的实施例，本领域普通技术人员在没有作出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。The technical solutions in the embodiments of the present application are clearly and completely described in the following with reference to the drawings in the embodiments of the present application. It is obvious that the described embodiments are a part of the embodiments of the present application, and not all of the embodiments. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope of the present application.

实施例1Example 1

请参考图1，其示出本申请实施例的通话预约方法的流程图。该通话预约方法应用在一个系统或终端中，以解决通话预约请求的时间安排容易冲突和业务处理效率不高的问题。特别地，可以应用在包括呼叫中心、客服中心等通信系统或终端中。如图1所示，该通话预约方法包括如下步骤：Please refer to FIG. 1 , which shows a flowchart of a call reservation method according to an embodiment of the present application. The call reservation method is applied to a system or a terminal to solve the problem that the scheduling of the call reservation request is easy to conflict and the service processing efficiency is not high. In particular, it can be applied in a communication system or terminal including a call center, a call center, and the like. As shown in FIG. 1, the call reservation method includes the following steps:

S10：获取通话预约请求，通话预约请求包括目标预约时间和预约坐席ID。S10: Acquire a call reservation request, where the call reservation request includes a target reservation time and a reserved agent ID.

其中，通话预约请求是指在业务沟通过程中坐席与客户作出的下一次电话沟通的预约请求。目标预约时间是指客户选择或者指定的下一次通话时间。可选地，通话预约请求可以由坐席输入目标预约时间而产生。坐席ID是指用于区分不同坐席在系统/终端中的标识，例如身份证号码或者坐席在系统中的账号等，用于标识不同的坐席。预约坐席ID是指产生通话预约请求时对应的坐席ID。The call reservation request refers to a reservation request for the next telephone communication made by the agent and the client during the business communication process. The target appointment time is the next call time selected or specified by the customer. Alternatively, the call reservation request may be generated by the agent entering the target appointment time. The agent ID is used to distinguish the identifiers of different agents in the system/terminal, such as the ID card number or the account number of the agent in the system, and is used to identify different agents. The reserved agent ID is the agent ID corresponding to the call reservation request.

可选地，当坐席根据客户的需要输入目标预约时间时，系统/终端根据目标预约时间和预约坐席ID生成通话预约请求。Optionally, when the agent inputs the target appointment time according to the needs of the client, the system/terminal generates a call reservation request according to the target appointment time and the reserved agent ID.

例如，在坐席张三和客户通话过程中，由于客户表示当前没空，故与坐席张三约定第二天晚上8:00再进行电话沟通。则该坐席将目标预约时间(第二天晚上8:00)输入系统/终端中，系统/终端根据预约坐席ID(张三的坐席ID)和目标预约时间生成通话预约请求。For example, during the conversation between the agent Zhang San and the customer, since the customer indicated that there is currently no time, the phone will communicate with the agent Zhang San at 8:00 the next night. Then, the agent inputs the target reservation time (8:00 the next day) into the system/terminal, and the system/terminal generates a call reservation request according to the reserved agent ID (the agent ID of Zhang San) and the target appointment time.

S20：获取预约坐席ID在目标预约时间内的坐席状态。S20: Acquire an agent status of the reserved agent ID in the target reservation time.

其中，坐席状态是指在目标预约时间内坐席是否可以接受新任务的状态。可选地，坐席状态包括空闲状态和非空闲状态。可选地，可以首先将坐席的时间以时间段的形式划分，例如以半个小时、一个小时或两个小时为一个时间段，并统计在每个时间段内坐席的任务量；然后基于每个时间段设定一个任务量阈值，用于体现坐席在该时间段内能接受的最大任务量；若在一时间段内坐席的任务量大于或等于该任务量阈值，则设定该时间段内的坐席状态为非空闲状态，否则设定该时间段内的坐席状态为空闲状态。优选地，该任务量阈值可以根据每一时间段的长度来划分，时间段的长度越长，对应的任务量阈值则越大。若每一时间段长度均相等，则可以设置相应的任务量阈值也相等。The agent status refers to the state in which the agent can accept the new task within the target appointment time. Optionally, the agent status includes an idle state and a non-idle state. Optionally, the time of the agent may be first divided into time segments, for example, a half hour, an hour, or two hours as a time period, and the amount of tasks of the agent in each time period is counted; The time period is set to a task amount threshold, which is used to reflect the maximum amount of tasks that the agent can accept during the time period; if the task amount of the agent in a time period is greater than or equal to the task amount threshold, the time period is set. The agent status in the period is non-idle state, otherwise the agent status in the time period is set to the idle state. Preferably, the task amount threshold may be divided according to the length of each time period, and the longer the length of the time segment, the larger the corresponding task amount threshold. If the length of each time period is equal, the corresponding task amount thresholds can be set to be equal.

具体地，系统/终端根据目标预约时间和预约坐席ID获取对应的坐席状态。可选地，可以根据目标预约时间获取与该目标预约时间对应的时间段，并判断该时间段内的坐席状态是空闲状态还是非空闲状态。Specifically, the system/terminal acquires the corresponding agent status according to the target reservation time and the reserved agent ID. Optionally, the time period corresponding to the target reservation time may be acquired according to the target reservation time, and it is determined whether the agent status in the time period is an idle state or a non-idle state.

例如，坐席张三将目标预约时间8:15输入到系统/终端中，系统/终端判断目标预约时间在8:00到8:30这个时间段内；然后系统/终端根据张三的坐席ID获取其在该时间段内的坐席状态，若该时间段内张三的坐席状态为非空闲状态，则表明坐席张三不能接受该通话预约请求，需要另做安排。For example, the agent Zhang San inputs the target appointment time 8:15 into the system/terminal, and the system/terminal determines that the target appointment time is in the time period from 8:00 to 8:30; then the system/terminal obtains according to the agent ID of Zhang San. The agent status in the time period, if the seat status of Zhang San in the time period is non-idle state, it indicates that the seat Zhang San cannot accept the call reservation request, and needs to make another arrangement.

在步骤S20中，通过获取预约坐席ID的坐席状态，可以判断该坐席是否能响应通话预约请求。In step S20, by acquiring the agent status of the reserved agent ID, it can be determined whether the agent can respond to the call reservation request.

S30：若坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID。S30: If the agent status is not idle, the agent ID whose seat status is idle in the target reservation time is acquired as the candidate agent ID.

具体地，若步骤S20获取到的坐席状态为非空闲状态，则获取在目标预约时间内其他坐席的坐席状态。将坐席状态为空闲状态的坐席ID作为备选坐席ID。Specifically, if the agent status acquired in step S20 is a non-idle state, the agent status of the other agents in the target reservation time is acquired. The agent ID whose seat status is the idle state is taken as the candidate agent ID.

例如，若坐席张三根据目标预约时间8:15获取到在对应的时间段内(8：00至8:30)自身坐席状态为非空闲状态，则系统/终端获取在该时间段内其他坐席的坐席状态。若获取到坐席李四和王五在该时间段内为空闲状态，则将坐席李四和王五对应的坐席ID都作为备选坐席ID。For example, if the agent Zhang 3 obtains the non-idle state in the corresponding time period (8:00 to 8:30) according to the target appointment time 8:15, the system/terminal acquires other agents in the time period. The status of the agent. If the seats Li Si and Wang Wu are in the idle state during the time period, the agent IDs corresponding to the agents Li Si and Wang Wu will be used as the alternate agent IDs.

在另一个具体实施方式中，若坐席状态为空闲状态，则直接响应通话预约请求，同时将通话预约请求基于预约坐席ID安排至该坐席的通话预约的任务中。In another embodiment, if the agent status is the idle state, the call reservation request is directly responded, and the call reservation request is scheduled based on the reserved agent ID to the task of the agent's call reservation.

S40：从备选坐席ID中获取一目标坐席ID。S40: Obtain a target agent ID from the candidate agent ID.

其中，目标坐席ID是指从备选坐席ID中选取的，可以响应通话预约请求的坐席ID。可选地，目标坐席ID可以从备选坐席ID中根据随机抽选的方式选取，也可以采用选取目标预约时间对应的时间段内任务量最少的坐席的方式选取。The target agent ID refers to the agent ID selected from the candidate agent ID and can respond to the call reservation request. Optionally, the target agent ID may be selected from the candidate agent ID according to a random selection manner, or may be selected by selecting an agent with the least amount of tasks in the time period corresponding to the target reservation time.

例如，系统/终端获取到10个坐席ID为备选坐席ID，其中坐席李四在目标预约时间对应的时间段内的任务量最少，则系统/终端从备选坐席ID中选取坐席李四的坐席ID作为目标坐席ID。For example, the system/terminal obtains 10 agent IDs as the candidate agent IDs, wherein the agent Li 4 has the least amount of tasks in the time period corresponding to the target appointment time, and the system/terminal selects the seat Li Si from the candidate agent IDs. The agent ID is used as the target agent ID.

S50：基于目标坐席ID，响应通话预约请求。S50: respond to the call reservation request based on the target agent ID.

具体地，系统/终端响应通话预约请求并返回目标坐席ID，同时通知目标坐席进行处理。可选地，在响应通话预约请求的过程中，将该通话预约请求根据目标预约时间统计在目标坐席ID关于通话预约请求的任务量中，同时通过发送消息等方式通知目标坐席ID对应的坐席处理该通话预约请求。Specifically, the system/terminal responds to the call reservation request and returns to the target agent ID, and notifies the target agent to perform processing. Optionally, in the process of responding to the call reservation request, the call reservation request is counted according to the target reservation time in the target agent ID regarding the task amount of the call reservation request, and the agent corresponding to the target agent ID is notified by sending a message or the like. The call reservation request.

可选地，在通知目标坐席ID对应的坐席对通话预约请求进行处理时，将包含该通话预约请求的通话录音文件也发送给对应的坐席，使该坐席可以通过听取电话录音的方式了解通话预约请求的具体业务沟通内容。Optionally, when the agent corresponding to the target agent ID is notified to process the call reservation request, the call recording file including the call reservation request is also sent to the corresponding agent, so that the agent can understand the call reservation by listening to the telephone recording. The specific business communication content requested.

例如，若目标坐席ID对应的坐席为李四，则将通话预约请求根据目标预约时间统计至坐席李四的通话预约请求的任务量中；同时将对应的通话录音文件发送给坐席李四，使坐席李四可以听取通话录音文件了解通话预约请求的具体业务沟通内容。For example, if the agent corresponding to the target agent ID is Li Si, the call reservation request is counted according to the target reservation time to the task amount of the call reservation request of the agent Li Si; and the corresponding call recording file is sent to the agent Li Si, so that The agent Li Si can listen to the call recording file to understand the specific business communication content of the call reservation request.

在图1对应的实施例中，通过获取通话预约请求，根据通话预约请求对应的目标预约时间和坐席ID获取坐席状态；若坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID作为备选坐席ID；然后从备选坐席ID中获取一目标坐席ID，最后基于该目标坐席ID响应通话预约请求。通过目标预约时间和相应的坐席状态来选择合适的坐席来处理通话预约请求，保证了每一个通话预约请求安排的合理性，使每一个通话预约请求都能得到及时的处理，同时提高了坐席的业务处理效率。In the embodiment corresponding to FIG. 1, the agent reservation request is obtained, and the agent status is obtained according to the target reservation time and the agent ID corresponding to the call reservation request; if the agent status is not idle, the agent status is idle during the target reservation time. The agent ID of the state is taken as the candidate agent ID; then a target agent ID is obtained from the candidate agent ID, and finally the call reservation request is responded based on the target agent ID. The target reservation time and the corresponding agent status are used to select a suitable agent to process the call reservation request, which ensures the rationality of each call reservation request arrangement, so that each call reservation request can be processed in time, and the seat is improved. Business processing efficiency.

在一具体实施方式中，如图2所示，步骤S50中，即基于目标坐席ID，响应通话预约请求，具体包括以下步骤：In a specific implementation, as shown in FIG. 2, in step S50, that is, responding to the call reservation request based on the target agent ID, the method specifically includes the following steps:

S51：基于目标坐席ID，将通话预约请求安排至目标预约时间对应的目标时间段之中。S51: Arrange the call reservation request to the target time period corresponding to the target reservation time based on the target agent ID.

其中，目标时间段是指与目标预约时间相对应的时间区间。可选地，可以按照一定的时间间隔将坐席的工作时间分成多个时间区间，例如半个小时、一个小时或两个小时等，在有新的通话预约请求安排进来之后更新目标坐席ID对应的目标时间段的通话预约任务量。The target time period refers to a time interval corresponding to the target appointment time. Optionally, the working time of the agent may be divided into a plurality of time intervals according to a certain time interval, for example, half an hour, one hour or two hours, etc., and the corresponding target agent ID is updated after a new call reservation request is arranged. The amount of call reservation tasks for the target time period.

具体地，获取目标预约时间对应的目标时间段，将通话预约请求安排至目标坐席ID对应的目标时间段内。Specifically, the target time period corresponding to the target reservation time is acquired, and the call reservation request is scheduled to be within the target time period corresponding to the target agent ID.

例如，目标坐席ID为坐席张三的坐席ID，目标预约时间为8:15，若获取到该目标预约时间对应的目标时间段为8:00至8:30，则将通话预约请求安排至坐席张三的8:00至8:30这个时间段内。For example, the target agent ID is the agent ID of the agent Zhang San, the target appointment time is 8:15, and if the target time period corresponding to the target reservation time is 8:00 to 8:30, the call reservation request is arranged to the agent. Zhang San's time period from 8:00 to 8:30.

S52：将目标坐席ID对应的目标时间段的通话预约任务量加1。S52: Add 1 to the call reservation task amount of the target time period corresponding to the target agent ID.

其中，通话预约任务量是指通话预约请求的业务量。具体地，在响应通话预约请求时，将目标时间段内目标坐席ID的通话预约任务量加1。The call reservation task amount refers to the traffic volume of the call reservation request. Specifically, when responding to the call reservation request, the call reservation task amount of the target agent ID in the target time period is incremented by one.

例如，在步骤S51的例子中，若坐席张三在目标时间段8:00至8:30内原来的通话预约任务量为6，则系统/终端在响应通话预约请求时，将该通话预约任务量加1，即坐席张三在目标时间段8:00至8:30内的通话预约任务量变为7。For example, in the example of step S51, if the original call reservation task amount is 6 in the target time period from 8:00 to 8:30, the system/terminal responds to the call reservation request, and the call reservation task is The amount added by 1, that is, the amount of the call reservation task of the agent Zhang San in the target time period from 8:00 to 8:30 becomes 7.

S53：若通话预约任务量大于或等于预设的任务量阈值，则将目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。S53: If the call reservation task amount is greater than or equal to the preset task amount threshold, adjust the agent status of the target agent ID in the target time period to a non-idle state.

其中，任务量阈值是指该坐席在对应的目标时间段内可以接受的最大任务量，可以根据实际情况进行具体的设定，本申请实施例不做限定。The task quantity threshold is the maximum amount of the task that the agent can accept in the corresponding target time period, and can be specifically set according to the actual situation, which is not limited in the embodiment of the present application.

具体地，系统/终端将加1后的通话预约任务量与预设的任务量阈值进行比较，若大于或等于任务量阈值，则将目标坐席在目标时间段的坐席状态改为非空闲状态。Specifically, the system/terminal compares the call reservation task amount after adding 1 with the preset task amount threshold. If it is greater than or equal to the task amount threshold, the target agent's agent status in the target time period is changed to the non-idle state.

例如，若任务量阈值为8个，在响应通话预约请求前，目标坐席ID在目标时间段内的通话预约任务量为7个。在响应通话预约请求后，目标坐席ID的通话预约任务量为8个，即等于任务量阈值，则将目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。For example, if the task amount threshold is 8, the number of call reservation tasks for the target agent ID within the target time period is seven before responding to the call reservation request. After responding to the call reservation request, the number of call reservation tasks of the target agent ID is eight, that is, equal to the task amount threshold, and the agent status of the target agent ID in the target time period is adjusted to the non-idle state.

在图2对应的实施例中，在响应通话预约请求的过程中，通过将通话预约请求安排至目标预约时间对应的时间段，对目标坐席ID在目标时间段内的通话预约任务量进行累加，并判断是否大于或等于任务量阈值；若大于或等于任务量阈值则将目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。本申请实施例的技术方案可以为坐席状态的判断和调整提供依据，为下一次的通话预约请求的响应提供实时的数据，保证了数据的准确性。In the embodiment corresponding to FIG. 2, in the process of responding to the call reservation request, by scheduling the call reservation request to the time period corresponding to the target reservation time, the call reservation task amount of the target agent ID in the target time period is accumulated. And determining whether the task amount threshold is greater than or equal to; if greater than or equal to the task amount threshold, adjusting the agent state of the target agent ID in the target time period to a non-idle state. The technical solution of the embodiment of the present application can provide a basis for judging and adjusting the agent state, and provide real-time data for the response of the next call reservation request, thereby ensuring the accuracy of the data.

在一具体实施方式中，通话预约请求还包括目标客户ID。In a specific embodiment, the call reservation request further includes a target customer ID.

其中，目标客户ID是指提出通话预约请求的客户的标识，用于区分不同的客户，例如客户的身份证号、客户账号或手机号码等。The target customer ID refers to the identifier of the customer who makes the call reservation request, and is used to distinguish different customers, such as the customer's ID number, customer account number, or mobile phone number.

在这个实施方式中，如图3所示，步骤S40中,即从备选坐席ID中获取一目标坐席ID，具体包括以下步骤：In this embodiment, as shown in FIG. 3, in step S40, a target agent ID is obtained from the candidate agent ID, which specifically includes the following steps:

S41：获取每一备选坐席ID的历史通话预约任务，历史通话预约任务包括历史客户ID。S41: Acquire a historical call reservation task for each candidate agent ID, and the historical call reservation task includes a historical customer ID.

其中，历史通话预约任务是指在预设的一个时间区间里存在的通话预约请求的处理任务，例如设定在过去一周里存在的通话预约请求的处理任务。历史客户ID是指在历史通话预约任务中对应的客户信息， 例如客户的身份证号、客户账号或手机号码等。The history call reservation task refers to a processing task of a call reservation request existing in a preset time interval, for example, a processing task of setting a call reservation request existing in the past week. The historical customer ID refers to the corresponding customer information in the historical call reservation task, such as the customer's ID number, customer account number or mobile phone number.

具体地，根据备选坐席ID从系统/终端中获取每一备选坐席ID的历史通话预约任务。Specifically, a historical call reservation task for each alternate agent ID is obtained from the system/terminal according to the alternate agent ID.

例如，备选坐席ID对应的坐席为李四和王五，则分别根据坐席李四和王五的坐席ID获取在过去一段时间里各自的历史通话预约任务，得到对应的历史客户ID。For example, if the seats corresponding to the alternate agent ID are Li Si and Wang Wu, respectively, according to the agent IDs of the agents Li Si and Wang Wu, respectively, the respective historical call reservation tasks in the past period of time are obtained, and the corresponding historical customer ID is obtained.

S42：选择在历史通话预约任务中存在和目标客户ID对应的历史客户ID的备选坐席ID，作为目标坐席ID。S42: Select an alternate agent ID of the historical customer ID corresponding to the target customer ID in the history call reservation task as the target agent ID.

具体地，和目标客户ID对应的历史客户ID是指判断目标客户ID与历史客户ID是否相同，若相同则说明目标客户ID与历史客户ID是对应的。获取和目标客户ID对应的历史客户ID相对应的备选坐席ID，将其作为目标坐席ID。Specifically, the historical customer ID corresponding to the target customer ID refers to whether the target customer ID and the historical customer ID are the same. If they are the same, the target customer ID corresponds to the historical customer ID. The candidate agent ID corresponding to the historical customer ID corresponding to the target customer ID is obtained as the target agent ID.

例如，经过判断，目标客户A和坐席李四的一历史客户ID相对应(相同)，则将坐席李四的坐席ID作为目标坐席ID。For example, after judging that the target customer A and the historical customer ID of the agent Li Si correspond (same), the agent ID of the agent Li Si is used as the target agent ID.

在步骤S42中，通过在每一备选坐席ID的历史通话预约任务中判断是否存在和目标客户ID对应的历史客户ID，并将存在对应的历史客户ID的备选坐席ID作为目标坐席ID，即让熟悉该客户的坐席处理该通话预约请求，可以节约坐席了解通话预约任务的时间，提高业务处理效率。In step S42, it is determined whether there is a historical customer ID corresponding to the target customer ID in the historical call reservation task of each candidate agent ID, and the candidate agent ID having the corresponding historical customer ID is used as the target agent ID. That is, letting the agent familiar with the client handle the call reservation request can save the time for the agent to understand the call reservation task and improve the business processing efficiency.

S43：若每一备选坐席ID的历史通话预约任务中均不存在和目标客户ID对应的历史客户ID，则选择在目标时间段内通话预约任务量最少的备选坐席ID，作为目标坐席ID。S43: If there is no historical customer ID corresponding to the target customer ID in the historical call reservation task of each candidate agent ID, select the candidate agent ID with the least amount of the call reservation task in the target time period as the target agent ID. .

具体地，若目标客户ID与历史客户ID均不相同，则判断在目标时间段内哪个备选坐席ID对应的通话预约任务最少，将通话预约任务最少的备选坐席ID作为目标坐席ID，响应通话预约请求。可选地，若通话预约任务最少的备选坐席ID为两个以上时，可以通过随机抽选备选坐席ID或者按备选坐席ID顺序将排在前面的坐席ID作为目标坐席ID。Specifically, if the target customer ID and the historical customer ID are different, it is determined that the candidate reservation ID corresponding to the candidate agent ID is the least in the target time period, and the candidate agent ID with the least call reservation task is used as the target agent ID, and the response is Call reservation request. Optionally, if the candidate agent ID with the least number of call reservation tasks is two or more, the candidate agent ID may be used as the target agent ID by randomly selecting the candidate agent ID or in the order of the alternate agent ID.

例如，若判断出目标客户A与历史客户ID均不相同，通过比较发现坐席李四的通话预约任务最少，则将坐席李四的坐席ID作为目标坐席ID响应通话预约请求。For example, if it is determined that the target customer A and the historical customer ID are different, and it is found that the seat reservation task of the agent Li Si is the least, the agent ID of the agent Li Si is used as the target agent ID to respond to the call reservation request.

在步骤S43中，通过将目标时间段内通话预约任务量最少的备选坐席ID作为目标坐席ID响应通话预约请求，可以使坐席的通话预约任务量的安排更加合理，保证客户的通话预约请求能及时得到处理。In step S43, by responding to the call reservation request with the candidate agent ID having the least amount of the call reservation task in the target time period as the target agent ID, the arrangement of the call reservation task amount of the agent can be made more reasonable, and the call reservation request of the client can be ensured. Handled in time.

在图3对应的实施例中，通过将目标客户ID与历史客户ID进行对比，若相同则将对应的备选坐席ID作为目标坐席ID，若不相同则选择目标时间段内通话预约任务最少的备选坐席作为目标坐席ID。通过优先安排熟悉客户的备选坐席处理通话预约请求，提高业务处理效率；若目标客户ID与历史客户ID不同，即表明目标客户为新客户，则安排通话预约任务量最少的备选坐席处理，使坐席的通话预约任务量的安排更加合理。In the embodiment corresponding to FIG. 3, by comparing the target customer ID with the historical customer ID, if the same, the corresponding candidate agent ID is used as the target agent ID. If not, the call reservation task with the least target time period is selected. The alternate agent is used as the target agent ID. By prioritizing the alternate agent handling call reservation request that is familiar with the customer, the business processing efficiency is improved; if the target customer ID is different from the historical customer ID, that is, the target customer is a new customer, the alternative agent handling with the least amount of the call reservation task is arranged. Make the arrangement of the seat reservation task amount of the agent more reasonable.

在一具体实施方式中，如图4所示，步骤S50中，即基于目标坐席ID，响应通话预约请求，具体还包括以下步骤：In a specific implementation, as shown in FIG. 4, in step S50, that is, responding to the call reservation request based on the target agent ID, the method further includes the following steps:

S54：获取通话预约请求对应的通话录音文件。S54: Acquire a call recording file corresponding to the call reservation request.

其中，通话录音文件是指坐席与客户进行业务沟通时的录音文件。可选地，通话录音文件都保存在一个通话录音数据库中，再通过通话录音数据库来获取对应的通话录音文件。可选地，可以根据通话预约请求对应的预约坐席ID或通话预约请求发生的时间中的至少一项，来获取通话预约请求对应的通话录音文件。Among them, the call recording file refers to the recording file when the agent communicates with the customer. Optionally, the call recording files are saved in a call recording database, and then the corresponding call recording file is obtained through the call recording database. Optionally, the call recording file corresponding to the call reservation request may be obtained according to at least one of the corresponding reservation agent ID or the time when the call reservation request occurs.

例如，当需要获取通话预约请求对应的通话录音文件时，若通话预约请求对应的预约坐席ID是坐席张三的坐席ID，产生时间是X月X日9:10，则通过坐席张三的坐席ID和X月X日9:10从通话录音数据库中获取对应的通话录音文件。For example, when it is necessary to obtain a call recording file corresponding to the call reservation request, if the reserved seat ID corresponding to the call reservation request is the agent ID of the agent Zhang San, and the generation time is 9:10 on the X-X day, the seat of the seat is passed by Zhang San. The ID and X month X 9:10 get the corresponding call recording file from the call recording database.

在步骤S54中，通过获取通话预约请求对应的通话录音文件，可以为后续通话录音文件的语音识别作准备。In step S54, by acquiring the call recording file corresponding to the call reservation request, the voice recognition of the subsequent call recording file can be prepared.

S55：采用语音识别算法将通话录音文件转换为通话文本。S55: The voice recording algorithm is used to convert the call recording file into the call text.

其中，语音识别算法是指将语音识别成文字的算法。而通话文本是指以文字形式体现的通话内容记录文本。具体地，可以采用隐马尔可夫模型(Hidden Markov Model，简称HMM)算法、动态时间归整(Dynamic Time Warping，简称DTW)算法或者基于深层神经网络(Deep Neural Network，简称DNN)算法来实现对通话录音文件的语音识别。Among them, the speech recognition algorithm refers to an algorithm that recognizes speech as text. The call text refers to the text of the call content reflected in text form. Specifically, a Hidden Markov Model (HMM) algorithm, a Dynamic Time Warping (DTW) algorithm, or a Deep Neural Network (DNN) algorithm may be used to implement the pair. Voice recognition of the call recording file.

具体地，将通话录音文件进行噪音过滤/降噪、语句分段和语句转换处理，从而将通话录音文件转化为对应的词语元素，例如拼音。将转换后的词语元素与词语数据进行匹配，将匹配后的词语组合起来得到通话文本，其中，词语数据可以通过连接内部词语数据库或连接大数据平台的词语数据库进行获取。Specifically, the call recording file is subjected to noise filtering/noise reduction, sentence segmentation, and sentence conversion processing, thereby converting the call recording file into corresponding word elements, such as pinyin. The converted word elements are matched with the word data, and the matched words are combined to obtain a call text, wherein the word data can be obtained by connecting an internal word database or a word database connected to the big data platform.

例如，将通话录音文件中的“你好，我是张三”通过语句分段分为两个语句，即“你好”和“我是张三”两个句子。可选地，可以通过语音边界检测(Voice Activity Detection,简称VAD)进行语句分段，将两个句子转换为“nǐ hǎo”和“wǒ shì zhāng sān”；再与词语数据进行匹配，根据中文分词算 法规则，例如正向最大匹配法、逆向最大匹配法、最小匹配法或者最大匹配法等等，匹配出“你好”和“我是张三”两个句子，再将两个句子进行合并组合成通话文本。For example, in the call recording file, "Hello, I am Zhang San" is divided into two sentences by the sentence segmentation, that is, "Hello" and "I am Zhang San". Optionally, the sentence segmentation can be performed by Voice Activity Detection (VAD), and the two sentences are converted into “nǐ hǎo” and “wǒ shì zhāng sān”; and then matched with the word data, according to Chinese word segmentation Algorithm rules, such as forward maximum matching method, inverse maximum matching method, minimum matching method or maximum matching method, etc., match the two sentences "Hello" and "I am Zhang San", and then combine the two sentences. Into the call text.

S56：基于目标坐席ID，发送通话文本。S56: Send the call text based on the target agent ID.

在获取到通话文本之后，基于目标坐席ID发送通话文本至对应的坐席。可选地，可以通过系统/终端内部发送、推送消息或发送邮件等方式发送通话文本。After the call text is obtained, the call text is sent to the corresponding agent based on the target agent ID. Optionally, the call text can be sent by sending, pushing, or sending mail through the system/terminal.

例如，当系统/终端需要向张三(目标坐席ID对应的坐席)发送通话文本时，将转化的通话文本通过邮件的方式发送到坐席张三的个人邮箱中，使坐席张三可以收到通话文本，并提醒其进行相应的通话预约请求的处理。For example, when the system/terminal needs to send the call text to Zhang San (the agent corresponding to the target agent ID), the converted call text is sent to the personal mailbox of the agent Zhang San by the mail, so that the agent can receive the call. Text and remind it to process the corresponding call reservation request.

在图4对应的实施例中，通过获取通话预约请求对应的通话录音文件，采用语音识别算法将通话录音文件转换为通话文本，再根据目标坐席ID发送通话文本，可以使目标坐席在收到通话预约请求时，通过查看通话文本就可以了解通话预约请求相关的业务内容，不用听取通话录音文件，节约了时间，提高了业务处理的效率。In the embodiment corresponding to FIG. 4, the call recording file corresponding to the call reservation request is obtained, the call recording file is converted into the call text by using the voice recognition algorithm, and the call text is sent according to the target agent ID, so that the target agent can receive the call. When the request is made, the service content related to the call reservation request can be known by viewing the text of the call, and the call recording file is not listened to, which saves time and improves the efficiency of business processing.

在一具体实施方式中，如图5所示，步骤55中，即采用语音识别算法将通话录音文件转换为通话文本，具体包括以下步骤：In a specific implementation, as shown in FIG. 5, in step 55, the voice recording algorithm is used to convert the call recording file into a call text, which specifically includes the following steps:

S551：采用语音识别算法将通话录音文件转化为目标拼音元素。S551: The speech recognition file is converted into a target pinyin element by using a speech recognition algorithm.

其中，目标拼音元素是指将通话录音文件转化成由拼音组成的元素，包括音节和声调。音节是音位组合构成的最小的语音结构单位，是听觉可以区分清楚的语音的基本单位，每个音节由声母、韵母两个部分组成。例如，“张”的音节为“zhang”，“张三”的音节为“zhang san”包含了两个音节。声调是汉语拼音中用于区分声音的高低和升降的属性，通常包括四声。Among them, the target pinyin element refers to converting the call recording file into an element composed of pinyin, including syllables and tones. A syllable is the smallest unit of phonetic structure composed of a combination of phonemes. It is the basic unit of the phonetic system in which the auditory can distinguish clearly. Each syllable consists of two parts: the initial and the final. For example, the syllable of "Zhang" is "zhang", and the syllable of "Zhang San" contains two syllables for "zhang san". Tone is a property used in Chinese Pinyin to distinguish the height and elevation of a sound, usually consisting of four sounds.

具体地，首先将通话录音文件进行VAD(语音边界检测)操作，从通话录音文件的声音流中识别出静音期并据此进行分帧。分帧后，声音流被分成多个小段。然后进行MFCC(Mel-Frequency Cepstral Coefficients)声学特征提取，其中，MFCC是在梅尔刻度频率域提取出来的倒谱参数，可以包括梅尔频率转化和倒谱分析两部分。梅尔刻度是一种基于人耳对等距的音高变化的感官判断而定的非线性频率刻度，与声音频率的关系如下：Specifically, the call recording file is first subjected to a VAD (Voice Boundary Detection) operation, and the silence period is recognized from the sound stream of the call recording file and framing is performed accordingly. After framing, the sound stream is divided into small segments. Then, the MFCC (Mel-Frequency Cepstral Coefficients) acoustic feature extraction is performed, wherein the MFCC is a cepstrum parameter extracted in the Mel scale frequency domain, which may include two parts: the Mel frequency conversion and the cepstrum analysis. The Mel scale is a nonlinear frequency scale based on the sensory judgment of the human ear on the pitch changes of the pitch, and the relationship with the sound frequency is as follows:

其中，m为梅尔刻度，f为声音频率，单位为Hz。

Where m is the Mel scale and f is the sound frequency in Hz.

倒谱分析是指对时域信号做傅里叶变换，然后取对数，再进行反傅里叶变换的过程。在完成声学特征提取的步骤之后，对提取的声学特征通过HMM算法、DTW算法或者基于DNN算法进行拼音元素的匹配，得到目标拼音元素。Cepstrum analysis refers to the process of performing Fourier transform on the time domain signal, then taking the logarithm and then performing the inverse Fourier transform. After the step of extracting the acoustic features is completed, the extracted acoustic features are matched by the HMM algorithm, the DTW algorithm or the DNN algorithm based on the DNN algorithm to obtain the target pinyin elements.

S552：基于业务词语数据对目标拼音元素进行匹配，将子拼音元素根据业务词语数据中对应的基准拼音元素转化为业务文本数据。S552: Match the target pinyin elements based on the business word data, and convert the sub-pinyin elements into the business text data according to the corresponding reference pinyin elements in the business word data.

其中，业务词语数据是指坐席进行具体业务沟通时使用到汉字词语数据。可选地，可以通过内部自主建立数据库获取，也可以通过连接大数据平台获取。可选地，业务词语数据可以根据业务类型或者通话类型进行不同的设置，例如，根据“理财”、“保险”或“储蓄”这些不同业务设置不同的业务词语数据。可选地，通话录音文件具有不同的业务标识，这些业务标识与业务词语数据的类型相对应。子拼音元素是指通话录音文件经过语句分段之后每一个句子经过转化后对应的拼音元素。基准拼音元素是指业务词语数据中的词语相对应的拼音元素，例如，业务词语数据中词语“保险”相对应的基准拼音元素为“bǎo xiǎn”。业务文本数据是指将目标拼音元素转化为文本形式的业务数据。Among them, the business word data refers to the use of Chinese word data when the agent conducts specific business communication. Alternatively, the database acquisition may be established by internal autonomously, or may be obtained by connecting to a big data platform. Optionally, the business word data may be set differently according to the service type or the call type, for example, different business word data is set according to different services such as “finance management”, “insurance” or “savings”. Optionally, the call recording file has different service identifiers, and the service identifiers correspond to the types of business word data. The sub-pinyin element refers to the corresponding pinyin element after each sentence has been transformed after the call recording file is segmented by the statement. The reference pinyin element refers to a pinyin element corresponding to a word in the business word data. For example, the reference pinyin element corresponding to the word "insurance" in the business word data is "bǎo xiǎn". Business text data refers to business data that converts the target pinyin element into text.

具体地，将目标拼音元素与业务词语数据进行匹配，将能够匹配上的子拼音元素转化为对应的词语，得到业务文本数据。可选地，将目标拼音元素与通话录音文件标识相对应的业务词语数据进行匹配。Specifically, the target pinyin element is matched with the business word data, and the sub-pinyin elements that can be matched are converted into corresponding words to obtain business text data. Optionally, the target pinyin element is matched with the business word data corresponding to the call recording file identifier.

例如，通话预约请求对应的通话录音文件为“我们公司有一个产品安心保”，转化的目标拼音元素为“wǒ men gōng sī yǒu yī gè chǎn pǐn ān xīn bǎo”。将目标拼音元素与业务词语数据进行匹配，若其中的子拼音元素“ān xīn bǎo”匹配出“安心保”，则将匹配结果“安心保”作为业务文本数据。For example, the call recording file corresponding to the call reservation request is “our company has a product security guarantee”, and the target pinyin element of the conversion is “wǒ men gōng sī yǒu yī gè chǎn pǐn ān xīn bǎo”. The target pinyin element is matched with the business word data, and if the sub-pinyin element "ān xīn bǎo" matches "安心保", the matching result "安心保" is used as the business text data.

S553：基于普通词语数据对目标拼音元素中剩余的子拼音元素进行匹配，将剩余的子拼音元素根据普通词语数据中对应的基准拼音元素转化为普通文本数据。S553: Matching the remaining sub-pinyin elements in the target pinyin element based on the common word data, and converting the remaining sub-pinyin elements into common text data according to the corresponding reference pinyin elements in the common word data.

其中，普通词语数据是指普通场景下使用到的词语。可以理解的是，普通词语数据的词语比业务词语数据的词语要多。可选地，普通词语数据可以通过内部自主建立数据库获取，也可以通过连接大数据平台获取。Among them, the common word data refers to the words used in the ordinary scene. It can be understood that the common word data has more words than the business word data. Optionally, the common word data can be obtained through an internal self-established database, or can be obtained by connecting to a big data platform.

具体地，将剩余未匹配的子拼音元素与普通词语数据进行匹配，将剩余的子拼音元素转换为对应的词语，得到普通文本数据。Specifically, the remaining unmatched sub-pinyin elements are matched with the common word data, and the remaining sub-pinyin elements are converted into corresponding words to obtain ordinary text data.

例如：在步骤S552的示例中，目标拼音元素为“wǒ men gōng sī yǒu yī gè chǎn pǐn ān xīn bǎo”，其中，子拼音元素“ān xīn bǎo”已经匹配出“安心保”业务文本数据，则将剩余的子拼音元素“wǒ men  gōng sī yǒu yī gè chǎn pǐn”与普通词语数据进行匹配，匹配出“我们公司有一个产品”，则将匹配结果“我们公司有一个产品”作为普通文本数据。For example, in the example of step S552, the target pinyin element is “wǒ men gōng sī yǒu yī gè chǎn pǐn ān xīn bǎo”, wherein the sub-pinyin element “ān xīn bǎo” has already matched the “Anxin Bao” business text data, then Match the remaining sub-pinyin elements "wǒ men gōng sī yǒu yī gè chǎn pǐn" with the common word data, and match the "our company has a product", then the matching result "our company has a product" as ordinary text data.

S554：合并业务文本数据和普通文本数据，得到目标文本数据。S554: Combine the business text data and the ordinary text data to obtain the target text data.

具体地，将步骤S552得到的业务文本数据和步骤S553得到的普通文本数据进行合并，得到目标文本数据。可选地，在进行合并的过程中，按照目标拼音元素的顺序进行合并。Specifically, the business text data obtained in step S552 and the ordinary text data obtained in step S553 are combined to obtain target text data. Optionally, in the process of merging, the merging is performed in the order of the target pinyin elements.

例如，在上面的例子中，将业务文本数据“安心保”和普通文本数据“我们公司有一个产品”按照目标拼音元素的顺序合并在一起，得到“我们公司有一个产品安心保”目标文本数据。For example, in the above example, the business text data "safety protection" and the ordinary text data "our company has a product" are merged in the order of the target pinyin elements, and the target text data of "our company has a product security" is obtained. .

S555：将目标文本数据输出为通话文本。S555: Output target text data as call text.

具体地，将得到的目标文本数据通过加入适当的标点符号组合在一起，形成通话文本输出。Specifically, the obtained target text data is combined by adding appropriate punctuation marks to form a call text output.

可选地，标点符号的输入可以根据大数据平台对一个句子中最后一个词语后面的标点符号使用频率的统计，输入使用频率最高的标点符号。例如，“您好，很高兴为您服务”最后一个词语为“服务”，若根据大数据平台的统计使用频率最高的标点符号为句号，则与“服务”通过句号与下一个句子相连。Optionally, the input of punctuation may be based on statistics of the frequency of use of punctuation after the last word in a sentence according to the big data platform, and input the punctuation symbol with the highest frequency of use. For example, the last word “Hello, I am happy to serve you” is “Service”. If the most frequently used punctuation is based on the statistics of the Big Data Platform, the “Service” is connected to the next sentence by a period.

在图5对应的实施例中，通过采用语音识别算法将通话录音文件转化为包括音节和声调的目标拼音元素；再先后与业务词语数据和普通词语数据中词语的拼音进行匹配，匹配出业务文本数据和普通文本数据；然后合并业务文本数据和普通文本数据得到目标文本数据，最后将目标文本数据输出为通话文本。本申请实施例的技术方案可以有效地将通话录音文件转换为通话文本，使坐席通过查看通话文本就可以了解通话预约请求的业务内容，提高坐席业务处理的效率。In the embodiment corresponding to FIG. 5, the call recording file is converted into a target pinyin element including syllables and tones by using a speech recognition algorithm; and the pinyin of the words in the business word data and the common word data is matched successively to match the business text. Data and plain text data; then merge the business text data and plain text data to obtain the target text data, and finally output the target text data as the call text. The technical solution of the embodiment of the present invention can effectively convert the call recording file into a call text, so that the agent can understand the service content of the call reservation request by viewing the call text, and improve the efficiency of the agent service processing.

应理解，上述实施例中各步骤的序号的大小并不意味着执行顺序的先后，各过程的执行顺序应以其功能和内在逻辑确定，而不应对本申请实施例的实施过程构成任何限定。It should be understood that the size of the sequence of the steps in the above embodiments does not mean that the order of execution is performed. The order of execution of each process should be determined by its function and internal logic, and should not be construed as limiting the implementation process of the embodiments of the present application.

实施例2Example 2

图6示出与实施例1中通话预约方法一一对应的通话预约装置的原理框图。如图6所示，该通话预约装置包括通话预约请求获取模块10、坐席状态获取模块20、备选坐席ID选取模块30、目标坐席ID选取模块40和通话预约请求响应模块50。其中，通话预约请求获取模块10、坐席状态获取模块20、备选坐席ID选取模块30、目标坐席ID选取模块40和通话预约请求响应模块50的实现功能与实施例1中通话预约方法对应的步骤一一对应，为避免赘述，本实施例不一一详述。Fig. 6 is a block diagram showing the principle of a call reservation device corresponding to the call reservation method in the first embodiment. As shown in FIG. 6, the call reservation device includes a call reservation request acquisition module 10, an agent status acquisition module 20, an alternate agent ID selection module 30, a target agent ID selection module 40, and a call reservation request response module 50. The steps of the call reservation request acquisition module 10, the agent status acquisition module 20, the candidate agent ID selection module 30, the target agent ID selection module 40, and the call reservation request response module 50 are the same as those of the call reservation method in the first embodiment. One-to-one correspondence, in order to avoid redundancy, this embodiment will not be described in detail.

通话预约请求获取模块10，用于获取通话预约请求，通话预约请求包括目标预约时间和预约坐席ID。The call reservation request obtaining module 10 is configured to obtain a call reservation request, where the call reservation request includes a target reservation time and a reserved agent ID.

坐席状态获取模块20，用于获取预约坐席ID在目标预约时间内的坐席状态。The agent status obtaining module 20 is configured to acquire an agent status of the reserved agent ID within the target reservation time.

备选坐席ID选取模块30，用于若坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID。The candidate agent ID selection module 30 is configured to acquire, as the candidate agent ID, the agent ID whose idle state is the idle state in the target reservation time if the agent state is the non-idle state.

目标坐席ID选取模块40，用于从备选坐席ID中获取一目标坐席ID。The target agent ID selection module 40 is configured to obtain a target agent ID from the candidate agent ID.

通话预约请求响应模块50，用于基于目标坐席ID，响应通话预约请求。The call reservation request response module 50 is configured to respond to the call reservation request based on the target agent ID.

优选地，通话预约请求响应模块50还包括通话预约请求安排单元51、通话预约任务量累加单元52和坐席状态调整单元53。Preferably, the call reservation request response module 50 further includes a call reservation request scheduling unit 51, a call reservation task amount accumulation unit 52, and an agent state adjustment unit 53.

通话预约请求安排单元51，用于基于目标坐席ID，将通话预约请求安排至目标预约时间对应的目标时间段之中。The call reservation request scheduling unit 51 is configured to arrange the call reservation request into the target time period corresponding to the target reservation time based on the target agent ID.

通话预约任务量累加单元52，将目标坐席ID对应的目标时间段的通话预约任务量加1。The call reservation task amount accumulation unit 52 increments the call reservation task amount of the target time zone corresponding to the target agent ID by one.

坐席状态调整单元53，用于若通话预约任务量超过预设的任务量阈值，则将目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。The agent status adjustment unit 53 is configured to adjust the agent status of the target agent ID in the target time period to a non-idle state if the call reservation task amount exceeds the preset task amount threshold.

优选地，通话预约请求还包括目标客户ID，目标坐席ID选取模块40还包括历史通话预约任务获取单元41、目标坐席ID选取一单元42和目标坐席ID选取二单元43。Preferably, the call reservation request further includes a target customer ID, and the target agent ID selection module 40 further includes a historical call reservation task acquisition unit 41, a target agent ID selection unit 42 and a target agent ID selection unit 43.

历史通话预约任务获取单元41，用于获取每一备选坐席ID的历史通话预约任务，历史通话预约任务包括历史客户ID。The historical call reservation task obtaining unit 41 is configured to acquire a historical call reservation task for each alternate agent ID, and the historical call reservation task includes a historical customer ID.

目标坐席ID选取一单元42，用于选择在历史通话预约任务中存在和目标客户ID对应的历史客户ID的备选坐席ID，作为目标坐席ID。The target agent ID selection unit 42 is configured to select an alternate agent ID of the historical customer ID corresponding to the target customer ID in the history call reservation task as the target agent ID.

目标坐席ID选取二单元43，用于若每一备选坐席ID的历史通话预约任务中均不存在和目标客户ID对应的历史客户ID，则选择在目标时间段内通话预约任务量最少的备选坐席ID，作为目标坐席ID。The target agent ID selection unit 43 is configured to: if the historical customer ID corresponding to the target customer ID does not exist in the historical call reservation task of each candidate agent ID, select the device with the least amount of the call reservation task in the target time period. Select the agent ID as the target agent ID.

优选地，通话预约请求响应模块50还包括：通话录音文件获取单元54、通话文本转换单元55和通话文本发送单元56。Preferably, the call reservation request response module 50 further includes: a call recording file acquiring unit 54, a call text converting unit 55, and a call text transmitting unit 56.

通话录音文件获取单元54，用于获取通话预约请求对应的通话录音文件。The call recording file obtaining unit 54 is configured to obtain a call recording file corresponding to the call reservation request.

通话文本转换单元55，用于采用语音识别算法将通话录音文件转换为通话文本。The call text conversion unit 55 is configured to convert the call recording file into the call text by using a voice recognition algorithm.

通话文本发送单元56，用于基于目标坐席ID，发送通话文本。The call text sending unit 56 is configured to send the call text based on the target agent ID.

进一步地，通话文本转换单元55还包括目标拼音元素转化子单元551、业务文本数据转化子单元552、 普通文本数据转化子单元553、目标文本数据获取子单元554和通话文本输出子单元555。Further, the call text conversion unit 55 further includes a target pinyin element conversion sub-unit 551, a business text data conversion sub-unit 552, a normal text data conversion sub-unit 553, a target text data acquisition sub-unit 554, and a call text output sub-unit 555.

目标拼音元素转化子单元551，用于采用语音识别算法将通话录音文件转化为目标拼音元素。The target pinyin element conversion sub-unit 551 is configured to convert the call recording file into the target pinyin element by using a voice recognition algorithm.

业务文本数据转化子单元552，用于基于业务词语数据对目标拼音元素进行匹配，将子拼音元素根据业务词语数据中对应的基准拼音元素转化为业务文本数据。The business text data conversion sub-unit 552 is configured to match the target pinyin elements based on the business word data, and convert the sub-pinyin elements into the business text data according to the corresponding reference pinyin elements in the business word data.

普通文本数据转化子单元553，用于基于普通词语数据对目标拼音元素中剩余的子拼音元素进行匹配，将剩余的子拼音元素根据普通词语数据中对应的基准拼音元素转化为普通文本数据。The normal text data conversion sub-unit 553 is configured to match the remaining sub-pinyin elements in the target pinyin element based on the common word data, and convert the remaining sub-pinyin elements into normal text data according to the corresponding reference pinyin elements in the common word data.

目标文本数据获取子单元554，用于合并业务文本数据和普通文本数据，得到目标文本数据。The target text data acquisition sub-unit 554 is configured to merge the business text data and the normal text data to obtain the target text data.

通话文本输出子单元555，用于将目标文本数据输出为通话文本。The call text output subunit 555 is configured to output the target text data as the call text.

实施例3Example 3

请参考图7，其示出了本申请实施例提供的坐席请假处理方法的一实现流程图。该坐席请假处理方法应用在一个系统或终端中，以解决坐席请假时无法合理安排对应的通话预约请求的问题。特别地，可以应用在包括呼叫中心、客服中心等通信系统或终端中。如图7所示，该坐席请假处理方法具体包括以下步骤：Please refer to FIG. 7 , which is a flowchart of an implementation of the agent leave processing method provided by the embodiment of the present application. The agent leave processing method is applied to a system or a terminal to solve the problem that the corresponding call reservation request cannot be reasonably arranged when the agent is on leave. In particular, it can be applied in a communication system or terminal including a call center, a call center, and the like. As shown in FIG. 7, the agent leave processing method specifically includes the following steps:

S60：获取坐席请假请求，坐席请假请求包括请假时间和请假坐席ID。S60: Get the agent leave request, the agent leave request includes the leave time and the leave agent ID.

其中，坐席请假请求是指坐席在未来某个时间段内不能在岗而提出请假的请求，包括请假时间和请假坐席ID。可选地，坐席请假请求由坐席根据坐席ID和请假时间在系统/终端输入请假请求而生成，系统/终端即可以获取到坐席请假请求。可选地，坐席请假请求生成后发送给审核人员审批，审批同意后系统/终端才进行坐席请假请求的获取。Among them, the agent leave request refers to the request that the agent can not ask for leave in the future, including the leave time and the leave agent ID. Optionally, the agent leave request is generated by the agent according to the agent ID and the leave time in the system/terminal input leave request, and the system/terminal can obtain the agent leave request. Optionally, the agent leave request is generated and sent to the auditor for approval, and the system/terminal obtains the agent leave request after the approval is approved.

例如，坐席张三需要在X月X日请假，则坐席张三在系统/终端中采用其坐席ID登陆后，输入X月X日的请假时间，生成坐席请假请求，此时坐席张三的坐席ID则为请假坐席ID。经过审批同意后，获取坐席张三的坐席请假请求。For example, if the seater Zhang San needs to take a leave on X-X, then the agent Zhang San uses his agent ID to log in in the system/terminal, and enters the X-day X-day leave time to generate a seat leave request. At this time, the seat is seated by Zhang San. The ID is the leave agent ID. After approval, obtain a request for a seat from the seat of Zhang San.

可以理解的是，在坐席请假的时间段内，坐席不能处理通话预约请求。因此通过获取坐席请假请求，可以为后续处理坐席不能处理的通话预约请求作准备。It can be understood that the agent cannot process the call reservation request during the period of the agent's leave. Therefore, by obtaining the agent leave request, it is possible to prepare for the subsequent call reservation request that the agent cannot handle.

S70：获取请假坐席ID在请假时间内的通话预约请求作为待处理通话预约请求，并将请假坐席ID在请假时间内坐席状态调整为非空闲状态，其中，待处理通话预约请求包括待处理预约时间。S70: Acquire a call reservation request of the leave agent ID during the leave time as a pending call reservation request, and adjust the leave agent ID to a non-idle state during the leave time, wherein the pending call reservation request includes a pending appointment time. .

其中，待处理预约时间是指待处理通话预约请求相对应的目标预约时间。The pending reservation time refers to a target appointment time corresponding to the pending call reservation request.

具体地，根据坐席请假请求获取请假坐席ID在请假时间内的通话预约请求，将这部分的通话预约请求作为待处理通话预约请求；同时，获取请假坐席ID在请假时间内的坐席状态，将请假时间内的坐席状态调整为非空闲状态。可选地，获取请假坐席ID在请假时间内的坐席状态时，获取请假时间内对应的时间段的坐席状态。Specifically, according to the agent leave request, the call reservation request of the leave agent ID during the leave time is obtained, and the call reservation request of the part is used as the pending call reservation request; and at the same time, the seat status of the leave agent ID is obtained during the leave time, and the leave will be taken. The agent status in the time is adjusted to a non-idle state. Optionally, when the agent ID of the leave agent ID is obtained during the time of the leave request, the agent status of the time period corresponding to the leave time is obtained.

例如，坐席张三有在X月X日请假的坐席请假请求，若在X月X日坐席张三有3个通话预约请求，则将这3个通话预约请求作为待处理通话预约请求；同时，将坐席张三ID在X月X日内对应的时间段内的坐席状态均调整为非空闲状态。For example, the seat Zhang San has a request for leave request on the X-day X holiday. If there are 3 call reservation requests on the X-day X-day seat, the three call reservation requests are used as pending call reservation requests; The agent status of the agent Zhang San ID in the corresponding time period in the X month X day is adjusted to the non-idle state.

S80：获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID。S80: Acquire an agent ID whose idle state is in an idle reservation time as an alternate agent ID.

具体地，获取待处理预约时间对应的目标时间段，再根据目标时间段获取坐席状态为空闲状态的坐席ID作为备选坐席ID。其中，若两个以上的待处理时间对应的目标时间段为同一个时，则将对应的待处理通话预约请求进行逐个处理，即将一个待处理通话预约请求分配后(完成步骤S90和S100)，再进行下一个待处理通话预约请求的分配(重新从步骤S80开始)。可选地，可以根据待处理预约时间的先后顺序进行逐个处理。Specifically, the target time period corresponding to the scheduled reservation time is obtained, and the agent ID whose idle state is the idle state is obtained as the candidate agent ID according to the target time period. If the target time segments corresponding to the two or more pending times are the same, the corresponding pending call reservation requests are processed one by one, that is, after a pending call reservation request is allocated (steps S90 and S100 are completed), The assignment of the next pending call reservation request is then made (restarting from step S80). Optionally, processing may be performed one by one according to the order of the reservation time to be processed.

例如，待处理预约时间为8:10，对应的目标时间段为8:00至8:30，则将8:00至8:30这一段时间内坐席状态为空闲状态的坐席ID作为备选坐席ID。若有2个待处理预约时间分别为8:10和8:15，对应的目标时间段均为8:00至8:30，则可以先将待处理预约时间为8:10的待处理通话请求分配得到响应后，再进行待处理预约时间为8:15的待处理通话请求的处理。For example, if the pending reservation time is 8:10 and the corresponding target time period is 8:00 to 8:30, the agent ID whose idle state is idle during the period from 8:00 to 8:30 is used as an alternative agent. ID. If there are 2 pending reservation times of 8:10 and 8:15 respectively, and the corresponding target time period is 8:00 to 8:30, the pending call request with the pending reservation time of 8:10 can be processed first. After the response is received, the processing of the pending call request with the pending reservation time of 8:15 is performed.

S90：从备选坐席ID中获取一目标坐席ID。S90: Obtain a target agent ID from the candidate agent ID.

步骤S90对应实施例1中的步骤S40，和步骤S40基本一致，具体可参见实施例1中对应段落的说明，这里不再赘述。The step S90 corresponds to the step S40 in the embodiment 1 and is substantially the same as the step S40. For details, refer to the description of the corresponding paragraph in the embodiment 1, and details are not described herein again.

可选地，步骤S90还可以包括实施例1中的步骤S41至S43，具体可参见实施例1中对应段落的说明，这里不再赘述。Optionally, the step S90 may further include the steps S41 to S43 in the embodiment 1. For details, refer to the description of the corresponding paragraph in the embodiment 1, and details are not described herein again.

S100：基于目标坐席ID，响应待处理通话预约请求。S100: Respond to a pending call reservation request based on the target agent ID.

步骤S100对应实施例1中的步骤S50，和步骤S50基本一致，具体可参见实施例1中对应段落的说明，这里不再赘述。The step S100 corresponds to the step S50 in the embodiment 1 and is substantially the same as the step S50. For details, refer to the description of the corresponding paragraph in the embodiment 1, and details are not described herein again.

可选地，步骤100还可以包括实施例1中的步骤S51至S53、步骤S54至S57或步骤S551至S553， 具体可参见实施例1中相关段落的说明，这里不再赘述。Optionally, the step 100 may further include the steps S51 to S53, the steps S54 to S57, or the steps S551 to S553 in the embodiment 1. For details, refer to the description of related paragraphs in Embodiment 1, and details are not described herein again.

在图7对应的实施例中，通过获取坐席请假请求，根据坐席请假请求获取请假坐席ID在请假时间内的通话预约请求作为待处理通话预约请求，并将请假坐席ID在请假时间内坐席状态调整为非空闲状态；然后根据待处理通话预约请求对应的待处理预约时间，获取在待处理预约时间内坐席状态为空闲状态的坐席ID作为备选坐席ID；再从从备选坐席ID中获取一目标坐席ID，响应待处理通话预约请求。通过将坐席请假时间内的通话预约请求进行重新分配，在相应坐席请假的情况下也可以保证客户的每一个通话预约请求都能得到及时处理，使通话预约请求的时间安排更加合理，提高业务处理的效率。In the embodiment corresponding to FIG. 7 , by acquiring the agent leave request, the call reservation request for the leave agent ID is taken as the pending call reservation request according to the agent leave request, and the seat agent ID is adjusted during the time of the leave request. The non-idle state is obtained; then, according to the pending reservation time corresponding to the pending call reservation request, the agent ID in the idle state of the pending reservation time is obtained as the candidate agent ID; and then the candidate ID is obtained from the candidate agent ID. The target agent ID, in response to the pending call reservation request. By reassigning the call reservation request during the vacation time of the agent, it is also ensured that each call reservation request of the customer can be processed in time when the corresponding agent is on leave, so that the time schedule of the call reservation request is more reasonable, and the business process is improved. s efficiency.

应理解，上述实施例中各步骤的序号的大小并不意味着执行顺序的先后，各过程的执行顺序应以其功能和内在逻辑确定，而不应对本申请实施例的实施过程构成任何限定。It should be understood that the size of the sequence of the steps in the above embodiments does not mean that the order of execution is performed. The order of execution of each process should be determined by its function and internal logic, and should not be construed as limiting the implementation process of the embodiments of the present application.

实施例4Example 4

图8示出与实施例3中坐席请假处理方法一一对应的坐席请假处理装置的原理框图。如图8所示，该坐席请假处理装置包括坐席请假请求获取模块60、待处理通话预约请求获取和坐席状态调整模块70、备选坐席ID选取模块80、目标坐席ID选取模块90和待处理通话预约请求响应模块100。其中，坐席请假请求获取模块60、待处理通话预约请求获取和坐席状态调整模块70、备选坐席ID选取模块80、目标坐席ID选取模块90和待处理通话预约请求响应模块100的实现功能与实施例3中坐席请假处理方法对应的步骤一一对应，为避免赘述，本实施例不一一详述。FIG. 8 is a block diagram showing the principle of the agent leave processing device corresponding to the seat leave processing method in the third embodiment. As shown in FIG. 8, the agent leave processing device includes a seat leave request acquisition module 60, a pending call reservation request acquisition and agent status adjustment module 70, an alternate agent ID selection module 80, a target agent ID selection module 90, and a pending call. The reservation request response module 100. The implementation function and implementation of the agent leave request acquisition module 60, the pending call reservation request acquisition and agent status adjustment module 70, the candidate agent ID selection module 80, the target agent ID selection module 90, and the pending call reservation request response module 100 are implemented. In the example 3, the steps corresponding to the seat leave processing method are corresponding one-to-one. To avoid redundancy, the present embodiment is not described in detail.

坐席请假请求获取模块60，用于获取坐席请假请求，坐席请假请求包括请假时间和请假坐席ID。The agent leave request acquisition module 60 is configured to obtain an agent leave request, and the agent leave request includes a leave time and a leave agent ID.

待处理通话预约请求获取和坐席状态调整模块70，用于获取请假坐席ID在请假时间内的通话预约请求作为待处理通话预约请求，并将请假坐席ID在请假时间内坐席状态调整为非空闲状态，其中，待处理通话预约请求包括待处理预约时间。The pending call reservation request acquisition and agent status adjustment module 70 is configured to obtain a call reservation request of the leave agent ID during the leave time as a pending call reservation request, and adjust the leave agent ID to the non-idle state during the leave time , wherein the pending call reservation request includes a pending appointment time.

备选坐席ID选取模块80，用于获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID。The alternate agent ID selection module 80 is configured to obtain an agent ID whose idle state is an idle state in the pending reservation time, as an alternate agent ID.

目标坐席ID选取模块90，用于从备选坐席ID中获取一目标坐席ID。The target agent ID selection module 90 is configured to obtain a target agent ID from the candidate agent ID.

待处理通话预约请求响应模块100，用于基于所述目标坐席ID，响应所述待处理通话预约请求。The pending call reservation request response module 100 is configured to respond to the pending call reservation request based on the target agent ID.

优选地，待处理通话预约请求响应模块100还包括通话预约请求安排单元101、通话预约任务量累加单元102和坐席状态调整单元103。Preferably, the to-be-processed call reservation request response module 100 further includes a call reservation request scheduling unit 101, a call reservation task amount accumulation unit 102, and an agent state adjustment unit 103.

通话预约请求安排单元101，用于基于目标坐席ID，将通话预约请求安排至目标预约时间对应的目标时间段之中。The call reservation request scheduling unit 101 is configured to arrange the call reservation request into the target time period corresponding to the target reservation time based on the target agent ID.

通话预约任务量累加单元102，将目标坐席ID对应的目标时间段的通话预约任务量加1。The call reservation task amount accumulation unit 102 increments the call reservation task amount of the target time zone corresponding to the target agent ID by one.

坐席状态调整单元103，用于若通话预约任务量超过预设的任务量阈值，则将目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。The agent status adjustment unit 103 is configured to adjust the agent status of the target agent ID in the target time period to a non-idle state if the call reservation task amount exceeds the preset task amount threshold.

优选地，通话预约请求还包括目标客户ID，目标坐席ID选取模块90还包括历史通话预约任务获取单元91、目标坐席ID选取一单元92和目标坐席ID选取二单元93。Preferably, the call reservation request further includes a target customer ID, and the target agent ID selection module 90 further includes a historical call reservation task acquisition unit 91, a target agent ID selection unit 92, and a target agent ID selection unit 93.

历史通话预约任务获取单元91，用于获取每一备选坐席ID的历史通话预约任务，历史通话预约任务包括历史客户ID。The historical call reservation task obtaining unit 91 is configured to acquire a historical call reservation task for each candidate agent ID, and the historical call reservation task includes a historical customer ID.

目标坐席ID选取一单元92，用于选择在历史通话预约任务中存在和目标客户ID对应的历史客户ID的备选坐席ID，作为目标坐席ID。The target agent ID selection unit 92 is configured to select an alternate agent ID of the historical customer ID corresponding to the target customer ID in the historical call reservation task as the target agent ID.

目标坐席ID选取二单元93，用于若每一备选坐席ID的历史通话预约任务中均不存在和目标客户ID对应的历史客户ID，则选择在目标时间段内通话预约任务量最少的备选坐席ID，作为目标坐席ID。The target agent ID selection unit 93 is configured to: if the historical customer ID corresponding to the target customer ID does not exist in the historical call reservation task of each candidate agent ID, select the device with the least amount of the call reservation task in the target time period. Select the agent ID as the target agent ID.

优选地，通话预约请求响应模块100还包括：通话录音文件获取单元104、通话文本转换单元105和通话文本发送单元106。Preferably, the call reservation request response module 100 further includes: a call recording file acquiring unit 104, a call text converting unit 105, and a call text transmitting unit 106.

通话录音文件获取单元104，用于获取通话预约请求对应的通话录音文件。The call recording file obtaining unit 104 is configured to obtain a call recording file corresponding to the call reservation request.

通话文本转换单元105，用于采用语音识别算法将通话录音文件转换为通话文本。The call text conversion unit 105 is configured to convert the call recording file into a call text by using a voice recognition algorithm.

通话文本发送单元106，用于基于目标坐席ID，发送通话文本。The call text sending unit 106 is configured to send the call text based on the target agent ID.

进一步地，通话文本转换单元105还包括目标拼音元素转化子单元1051、业务文本数据转化子单元1052、普通文本数据转化子单元1053、目标文本数据获取子单元1054和通话文本输出子单元1055。Further, the call text conversion unit 105 further includes a target pinyin element conversion subunit 1051, a service text data conversion subunit 1052, a normal text data conversion subunit 1053, a target text data acquisition subunit 1054, and a call text output subunit 1055.

目标拼音元素转化子单元1051，用于采用语音识别算法将通话录音文件转化为目标拼音元素。The target pinyin element conversion sub-unit 1051 is configured to convert the call recording file into a target pinyin element by using a voice recognition algorithm.

业务文本数据转化子单元1052，用于基于业务词语数据对目标拼音元素进行匹配，将子拼音元素根据业务词语数据中对应的基准拼音元素转化为业务文本数据。The business text data conversion sub-unit 1052 is configured to match the target pinyin elements based on the business word data, and convert the sub-pinyin elements into the business text data according to the corresponding reference pinyin elements in the business word data.

普通文本数据转化子单元1053，用于基于普通词语数据对目标拼音元素中剩余的子拼音元素进行匹配，将剩余的子拼音元素根据普通词语数据中对应的基准拼音元素转化为普通文本数据。The normal text data conversion sub-unit 1053 is configured to match the remaining sub-pinyin elements in the target pinyin element based on the common word data, and convert the remaining sub-pinyin elements into normal text data according to the corresponding reference pinyin elements in the common word data.

目标文本数据获取子单元1054，用于合并业务文本数据和普通文本数据，得到目标文本数据。The target text data acquisition sub-unit 1054 is configured to merge the business text data and the normal text data to obtain the target text data.

通话文本输出子单元1055，用于将目标文本数据输出为通话文本。The call text output subunit 1055 is configured to output the target text data as the call text.

实施例5Example 5

本实施例提供一个或多个存储有计算机可读指令的非易失性可读存储介质，该非易失性可读存储介质上存储有计算机可读指令，该计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行上述实施例中通话预约方法的步骤，或者，该计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行上述实施例中坐席请假处理方法的步骤，为避免重复，这里不再赘述。或者，该计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行上述实施例中通话预约装置中各模块/单元的功能，或者，该计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行上述实施例中坐席请假处理装置中各模块/单元的功能，为避免重复，这里不再赘述。The embodiment provides one or more non-volatile readable storage media having computer readable instructions stored thereon, the computer readable instructions being stored by one or more When executed by the processor, causing one or more processors to perform the steps of the call reservation method in the above embodiments, or when the computer readable instructions are executed by one or more processors, causing one or more processors to perform the above The steps of the agent leave processing method in the embodiment are not repeated here to avoid repetition. Alternatively, when the computer readable instructions are executed by one or more processors, causing one or more processors to perform the functions of the modules/units in the call reservation device of the above-described embodiments, or the computer readable instructions are one or When the plurality of processors are executed, one or more processors are configured to perform the functions of the modules/units in the agent leave processing device in the above embodiment. To avoid repetition, details are not described herein again.

可以理解地，所述非易失性可读存储介质可以包括：能够携带所述计算机可读指令的任何实体或装置、记录介质、U盘、移动硬盘、磁碟、光盘、计算机存储器、只读存储器(ROM，Read-Only Memory)、随机存取存储器(RAM，Random Access Memory)、电载波信号和电信信号等。It will be understood that the non-volatile readable storage medium may include any entity or device capable of carrying the computer readable instructions, a recording medium, a USB flash drive, a removable hard drive, a magnetic disk, an optical disk, a computer memory, a read only Memory (ROM, Read-Only Memory), Random Access Memory (RAM), electrical carrier signals, and telecommunications signals.

实施例6Example 6

图9是本申请一实施例提供的计算机设备的示意图。如图9所示，该实施例的计算机设备110包括：处理器111、存储器112以及存储在存储器112中并可在处理器111上运行的计算机可读指令113。处理器111执行计算机可读指令113时实现上述实施例1中通话预约方法的步骤，例如图1所示的步骤S10至S50，或者，处理器111执行计算机可读指令113时实现上述实施例3中坐席请假处理方法的步骤，例如图7所示的步骤S60至S100。或者，处理器111执行计算机可读指令113时实现上述各装置实施例中各模块/单元的功能，例如图6所示模块10至50的功能，或者，处理器111执行计算机可读指令113时实现上述各装置实施例中各模块/单元的功能，例如图8所示模块60至100的功能。FIG. 9 is a schematic diagram of a computer device according to an embodiment of the present application. As shown in FIG. 9,computer device 110 of this embodiment includes aprocessor 111, amemory 112, and computerreadable instructions 113 stored inmemory 112 and executable onprocessor 111. Theprocessor 111 implements the steps of the call reservation method in the first embodiment, such as the steps S10 to S50 shown in FIG. 1 when the computerreadable instructions 113 are executed, or implements the above-mentioned embodiment 3 when theprocessor 111 executes the computerreadable instructions 113. The step of the middle seat leave processing method is, for example, steps S60 to S100 shown in FIG. Alternatively, when theprocessor 111 executes the computerreadable instructions 113, the functions of the modules/units in the various apparatus embodiments described above are implemented, such as the functions of the modules 10 to 50 shown in FIG. 6, or theprocessor 111 executes the computerreadable instructions 113. The functions of the modules/units in the above-described respective device embodiments are implemented, such as the functions of the modules 60 to 100 shown in FIG.

所属领域的技术人员可以清楚地了解到，为了描述的方便和简洁，仅以上述各功能单元、模块的划分进行举例说明，实际应用中，可以根据需要而将上述功能分配由不同的功能单元、模块完成，即将所述装置的内部结构划分成不同的功能单元或模块，以完成以上描述的全部或者部分功能。It will be apparent to those skilled in the art that, for convenience and brevity of description, only the division of each functional unit and module described above is exemplified. In practical applications, the above functions may be assigned to different functional units as needed. The module is completed by dividing the internal structure of the device into different functional units or modules to perform all or part of the functions described above.

以上所述实施例仅用以说明本申请的技术方案，而非对其限制；尽管参照前述实施例对本申请进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本申请各实施例技术方案的精神和范围，均应包含在本申请的保护范围之内。The above-mentioned embodiments are only used to explain the technical solutions of the present application, and are not limited thereto; although the present application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that they can still implement the foregoing embodiments. The technical solutions described in the examples are modified or equivalently replaced with some of the technical features; and the modifications or substitutions do not deviate from the spirit and scope of the technical solutions of the embodiments of the present application, and should be included in Within the scope of protection of this application.

Claims (20)

Translated fromChinese

一种通话预约方法，其特征在于，包括以下步骤：A call reservation method, comprising the steps of:获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；Obtaining a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;获取所述预约坐席ID在所述目标预约时间内的坐席状态；Obtaining an agent status of the reserved agent ID in the target reservation time;若所述坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；If the agent status is a non-idle state, obtaining an agent ID whose seat status is an idle state within the target reservation time is used as an alternate agent ID;从所述备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;基于所述目标坐席ID，响应所述通话预约请求。Responding to the call reservation request based on the target agent ID.如权利要求1所述的通话预约方法，其特征在于，所述基于所述目标坐席ID，响应所述通话预约请求，包括：The call reservation method according to claim 1, wherein the responding to the call reservation request based on the target agent ID comprises:基于所述目标坐席ID，将所述通话预约请求安排至所述目标预约时间对应的目标时间段之中；And scheduling, according to the target agent ID, the call reservation request to a target time period corresponding to the target reservation time;将所述目标坐席ID对应的目标时间段的通话预约任务量加1；Adding a call reservation task amount of the target time period corresponding to the target agent ID by one;若所述通话预约任务量大于或等于预设的任务量阈值，则将所述目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。If the call reservation task amount is greater than or equal to the preset task amount threshold, the agent status of the target agent ID in the target time period is adjusted to a non-idle state.如权利要求1所述的通话预约方法，其特征在于，所述通话预约请求还包括目标客户ID；The call reservation method according to claim 1, wherein the call reservation request further includes a target customer ID;所述从所述备选坐席ID中获取一目标坐席ID，包括：Obtaining a target agent ID from the candidate agent ID includes:获取每一备选坐席ID的历史通话预约任务，所述历史通话预约任务包括历史客户ID；Obtaining a historical call reservation task for each candidate agent ID, the history call reservation task including a historical customer ID;选择在历史通话预约任务中存在和所述目标客户ID对应的历史客户ID的备选坐席ID，作为目标坐席ID；Selecting, in the historical call reservation task, an alternate agent ID of the historical customer ID corresponding to the target customer ID as the target agent ID;若每一所述备选坐席ID的历史通话预约任务中均不存在和所述目标客户ID对应的历史客户ID，则选择在所述目标时间段内通话预约任务量最少的备选坐席ID，作为目标坐席ID。If there is no historical customer ID corresponding to the target customer ID in each of the historical call reservation tasks of the candidate agent ID, selecting an alternate agent ID with the least amount of call reservation tasks in the target time period, As the target agent ID.如权利要求1所述的通话预约方法，其特征在于，所述基于所述目标坐席ID，响应所述通话预约请求，还包括：The call reservation method according to claim 1, wherein the responding to the call reservation request based on the target agent ID further includes:获取所述通话预约请求对应的通话录音文件；Obtaining a call recording file corresponding to the call reservation request;采用语音识别算法将所述通话录音文件转换为通话文本；Converting the call recording file into a call text by using a voice recognition algorithm;基于所述目标坐席ID，发送所述通话文本。The call text is transmitted based on the target agent ID.如权利要求4所述的通话预约方法，其特征在于，所述采用语音识别算法将所述通话录音文件转换为通话文本，包括：The call reservation method according to claim 4, wherein the converting the call recording file into a call text by using a voice recognition algorithm comprises:采用语音识别算法将所述通话录音文件转化为目标拼音元素；Converting the call recording file into a target pinyin element by using a voice recognition algorithm;基于业务词语数据对所述目标拼音元素进行匹配，将子拼音元素根据业务词语数据中对应的基准拼音元素转化为业务文本数据；Matching the target pinyin elements based on the business word data, and converting the sub-pinyin elements into corresponding business pinyin elements according to the business reference word data;基于普通词语数据对目标拼音元素中剩余的子拼音元素进行匹配，将剩余的子拼音元素根据普通词语数据中对应的基准拼音元素转化为普通文本数据；Matching the remaining sub-pinyin elements in the target pinyin element based on the common word data, and converting the remaining sub-pinyin elements into common text data according to the corresponding reference pinyin elements in the common word data;合并所述业务文本数据和所述普通文本数据，得到目标文本数据；Merging the business text data and the normal text data to obtain target text data;将所述目标文本数据输出为通话文本。The target text data is output as a call text.一种坐席请假处理方法，其特征在于，包括：A method for treating an agent leave, which is characterized by comprising:获取坐席请假请求，所述坐席请假请求包括请假时间和请假坐席ID；Obtaining a seat leave request, the agent leave request includes a leave time and a leave agent ID;获取所述请假坐席ID在所述请假时间内的通话预约请求作为待处理通话预约请求，并将所述请假坐席ID在所述请假时间内坐席状态调整为非空闲状态，其中，所述待处理通话预约请求包括待处理预约时间；Obtaining a call reservation request of the leave agent ID in the vacation time as a pending call reservation request, and adjusting the vacation agent ID to a non-idle state during the vacation time, wherein the to-be-processed The call reservation request includes a pending appointment time;获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；Obtaining an agent ID whose idle state is idle during the pending reservation time, as an alternate agent ID;从备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;基于所述目标坐席ID，响应所述待处理通话预约请求。Responding to the pending call reservation request based on the target agent ID.一种通话预约装置，其特征在于，包括：A call reservation device, comprising:通话预约请求获取模块，用于获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；a call reservation request obtaining module, configured to acquire a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;坐席状态获取模块，用于获取所述预约坐席ID在所述目标预约时间内的坐席状态；An agent status obtaining module, configured to acquire an agent status of the reserved agent ID in the target reservation time;备选坐席ID选取模块，用于若坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；The candidate agent ID selection module is configured to acquire, as the candidate agent ID, the agent ID whose idle state is in the target reservation time if the agent state is not idle.目标坐席ID选取模块，用于从备选坐席ID中获取一目标坐席ID；a target agent ID selection module, configured to obtain a target agent ID from the candidate agent ID;通话预约请求响应模块，用于基于所述目标坐席ID，响应所述通话预约请求。The call reservation request response module is configured to respond to the call reservation request based on the target agent ID.一种坐席请假处理装置，其特征在于，包括：A seat leave processing device is characterized in that it comprises:坐席请假请求获取模块，用于获取坐席请假请求，所述坐席请假请求包括请假时间和请假坐席ID；The agent leave request acquisition module is configured to obtain a seat leave request, where the agent leave request includes a leave time and a leave agent ID;待处理通话预约请求获取和坐席状态调整模块，用于获取所述请假坐席ID在所述请假时间内的通话预约请求作为待处理通话预约请求，并将所述请假坐席ID在所述请假时间内坐席状态调整为非空闲状态，其中，所述待处理通话预约请求包括待处理预约时间；The pending call reservation request acquisition and the agent status adjustment module are configured to obtain a call reservation request of the leave agent ID in the leave time as a pending call reservation request, and set the leave agent ID in the leave time The agent status is adjusted to a non-idle state, wherein the pending call reservation request includes a pending reservation time;备选坐席ID选取模块，用于获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；An alternate agent ID selection module is configured to obtain an agent ID whose idle state is an idle state in a pending reservation time, as an alternate agent ID;目标坐席ID选取模块，用于从备选坐席ID中获取一目标坐席ID；a target agent ID selection module, configured to obtain a target agent ID from the candidate agent ID;待处理通话预约请求响应模块，用于基于所述目标坐席ID，响应所述待处理通话预约请求。The pending call reservation request response module is configured to respond to the pending call reservation request based on the target agent ID.一种计算机设备，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，其特征在于，所述处理器执行所述计算机可读指令时实现如下步骤：A computer device comprising a memory, a processor, and computer readable instructions stored in the memory and operative on the processor, wherein the processor executes the computer readable instructions as follows step:获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；Obtaining a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;获取所述预约坐席ID在所述目标预约时间内的坐席状态；Obtaining an agent status of the reserved agent ID in the target reservation time;若所述坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；If the agent status is a non-idle state, obtaining an agent ID whose seat status is an idle state within the target reservation time is used as an alternate agent ID;从所述备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;基于所述目标坐席ID，响应所述通话预约请求。Responding to the call reservation request based on the target agent ID.如权利要求9所述的计算机设备，其特征在于，所述基于所述目标坐席ID，响应所述通话预约请求，包括：The computer device according to claim 9, wherein the responding to the call reservation request based on the target agent ID comprises:基于所述目标坐席ID，将所述通话预约请求安排至所述目标预约时间对应的目标时间段之中；And scheduling, according to the target agent ID, the call reservation request to a target time period corresponding to the target reservation time;将所述目标坐席ID对应的目标时间段的通话预约任务量加1；Adding a call reservation task amount of the target time period corresponding to the target agent ID by one;若所述通话预约任务量大于或等于预设的任务量阈值，则将所述目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。If the call reservation task amount is greater than or equal to the preset task amount threshold, the agent status of the target agent ID in the target time period is adjusted to a non-idle state.如权利要求9所述的计算机设备，其特征在于，所述通话预约请求还包括目标客户ID；The computer device according to claim 9, wherein said call reservation request further comprises a target customer ID;所述从所述备选坐席ID中获取一目标坐席ID，包括：Obtaining a target agent ID from the candidate agent ID includes:获取每一备选坐席ID的历史通话预约任务，所述历史通话预约任务包括历史客户ID；Obtaining a historical call reservation task for each candidate agent ID, the history call reservation task including a historical customer ID;选择在历史通话预约任务中存在和所述目标客户ID对应的历史客户ID的备选坐席ID，作为目标坐席ID；Selecting, in the historical call reservation task, an alternate agent ID of the historical customer ID corresponding to the target customer ID as the target agent ID;若每一所述备选坐席ID的历史通话预约任务中均不存在和所述目标客户ID对应的历史客户ID，则选择在所述目标时间段内通话预约任务量最少的备选坐席ID，作为目标坐席ID。If there is no historical customer ID corresponding to the target customer ID in each of the historical call reservation tasks of the candidate agent ID, selecting an alternate agent ID with the least amount of call reservation tasks in the target time period, As the target agent ID.如权利要求9所述的计算机设备，其特征在于，所述基于所述目标坐席ID，响应所述通话预约请求，还包括：The computer device according to claim 9, wherein the responding to the call reservation request based on the target agent ID further comprises:获取所述通话预约请求对应的通话录音文件；Obtaining a call recording file corresponding to the call reservation request;采用语音识别算法将所述通话录音文件转换为通话文本；Converting the call recording file into a call text by using a voice recognition algorithm;基于所述目标坐席ID，发送所述通话文本。The call text is transmitted based on the target agent ID.如权利要求12所述的计算机设备，其特征在于，所述采用语音识别算法将所述通话录音文件转换为通话文本，包括：The computer device according to claim 12, wherein the converting the call recording file into a call text by using a voice recognition algorithm comprises:采用语音识别算法将所述通话录音文件转化为目标拼音元素；Converting the call recording file into a target pinyin element by using a voice recognition algorithm;基于业务词语数据对所述目标拼音元素进行匹配，将子拼音元素根据业务词语数据中对应的基准拼音元素转化为业务文本数据；Matching the target pinyin elements based on the business word data, and converting the sub-pinyin elements into corresponding business pinyin elements according to the business reference word data;基于普通词语数据对目标拼音元素中剩余的子拼音元素进行匹配，将剩余的子拼音元素根据普通词语数据中对应的基准拼音元素转化为普通文本数据；Matching the remaining sub-pinyin elements in the target pinyin element based on the common word data, and converting the remaining sub-pinyin elements into common text data according to the corresponding reference pinyin elements in the common word data;合并所述业务文本数据和所述普通文本数据，得到目标文本数据；Merging the business text data and the normal text data to obtain target text data;将所述目标文本数据输出为通话文本。The target text data is output as a call text.一种计算机设备，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，其特征在于，所述处理器执行所述计算机可读指令时实现如下步骤：A computer device comprising a memory, a processor, and computer readable instructions stored in the memory and operative on the processor, wherein the processor executes the computer readable instructions as follows step:获取坐席请假请求，所述坐席请假请求包括请假时间和请假坐席ID；Obtaining a seat leave request, the agent leave request includes a leave time and a leave agent ID;获取所述请假坐席ID在所述请假时间内的通话预约请求作为待处理通话预约请求，并将所述请假坐席ID在所述请假时间内坐席状态调整为非空闲状态，其中，所述待处理通话预约请求包括待处理预约时间；Obtaining a call reservation request of the leave agent ID in the vacation time as a pending call reservation request, and adjusting the vacation agent ID to a non-idle state during the vacation time, wherein the to-be-processed The call reservation request includes a pending appointment time;获取在待处理预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；Obtaining an agent ID whose idle state is idle during the pending reservation time, as an alternate agent ID;从备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;基于所述目标坐席ID，响应所述待处理通话预约请求。Responding to the pending call reservation request based on the target agent ID.一个或多个存储有计算机可读指令的非易失性可读存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得所述一个或多个处理器执行如下步骤：One or more non-transitory readable storage mediums storing computer readable instructions, wherein when the computer readable instructions are executed by one or more processors, cause the one or more processors to execute The following steps:获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；Obtaining a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;获取所述预约坐席ID在所述目标预约时间内的坐席状态；Obtaining an agent status of the reserved agent ID in the target reservation time;若所述坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；If the agent status is a non-idle state, obtaining an agent ID whose seat status is an idle state within the target reservation time is used as an alternate agent ID;从所述备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;基于所述目标坐席ID，响应所述通话预约请求。Responding to the call reservation request based on the target agent ID.如权利要求15所述的非易失性可读存储介质，其特征在于，所述基于所述目标坐席ID，响应所述通话预约请求，包括：The non-volatile readable storage medium according to claim 15, wherein the responding to the call reservation request based on the target agent ID comprises:基于所述目标坐席ID，将所述通话预约请求安排至所述目标预约时间对应的目标时间段之中；And scheduling, according to the target agent ID, the call reservation request to a target time period corresponding to the target reservation time;将所述目标坐席ID对应的目标时间段的通话预约任务量加1；Adding a call reservation task amount of the target time period corresponding to the target agent ID by one;若所述通话预约任务量大于或等于预设的任务量阈值，则将所述目标坐席ID在目标时间段内的坐席状态调整为非空闲状态。If the call reservation task amount is greater than or equal to the preset task amount threshold, the agent status of the target agent ID in the target time period is adjusted to a non-idle state.如权利要求15所述的非易失性可读存储介质，其特征在于，所述通话预约请求还包括目标客户ID；The non-volatile readable storage medium according to claim 15, wherein said call reservation request further comprises a target customer ID;所述从所述备选坐席ID中获取一目标坐席ID，包括：Obtaining a target agent ID from the candidate agent ID includes:获取每一备选坐席ID的历史通话预约任务，所述历史通话预约任务包括历史客户ID；Obtaining a historical call reservation task for each candidate agent ID, the history call reservation task including a historical customer ID;选择在历史通话预约任务中存在和所述目标客户ID对应的历史客户ID的备选坐席ID，作为目标坐席ID；Selecting, in the historical call reservation task, an alternate agent ID of the historical customer ID corresponding to the target customer ID as the target agent ID;若每一所述备选坐席ID的历史通话预约任务中均不存在和所述目标客户ID对应的历史客户ID，则选择在所述目标时间段内通话预约任务量最少的备选坐席ID，作为目标坐席ID。If there is no historical customer ID corresponding to the target customer ID in each of the historical call reservation tasks of the candidate agent ID, selecting an alternate agent ID with the least amount of call reservation tasks in the target time period, As the target agent ID.如权利要求15所述的非易失性可读存储介质，其特征在于，所述基于所述目标坐席ID，响应所述通话预约请求，还包括：The non-volatile readable storage medium according to claim 15, wherein the responding to the call reservation request based on the target agent ID further comprises:获取所述通话预约请求对应的通话录音文件；Obtaining a call recording file corresponding to the call reservation request;采用语音识别算法将所述通话录音文件转换为通话文本；Converting the call recording file into a call text by using a voice recognition algorithm;基于所述目标坐席ID，发送所述通话文本。The call text is transmitted based on the target agent ID.如权利要求18所述的非易失性可读存储介质，其特征在于，所述采用语音识别算法将所述通话录音文件转换为通话文本，包括：The non-volatile readable storage medium according to claim 18, wherein the converting the call recording file into a call text by using a voice recognition algorithm comprises:采用语音识别算法将所述通话录音文件转化为目标拼音元素；Converting the call recording file into a target pinyin element by using a voice recognition algorithm;基于业务词语数据对所述目标拼音元素进行匹配，将子拼音元素根据业务词语数据中对应的基准拼音元素转化为业务文本数据；Matching the target pinyin elements based on the business word data, and converting the sub-pinyin elements into corresponding business pinyin elements according to the business reference word data;基于普通词语数据对目标拼音元素中剩余的子拼音元素进行匹配，将剩余的子拼音元素根据普通词语数据中对应的基准拼音元素转化为普通文本数据；Matching the remaining sub-pinyin elements in the target pinyin element based on the common word data, and converting the remaining sub-pinyin elements into common text data according to the corresponding reference pinyin elements in the common word data;合并所述业务文本数据和所述普通文本数据，得到目标文本数据；Merging the business text data and the normal text data to obtain target text data;将所述目标文本数据输出为通话文本。The target text data is output as a call text.一个或多个存储有计算机可读指令的非易失性可读存储介质，其特征在于，所述计算机可读指令被一个或多个处理器执行时，使得所述一个或多个处理器执行如下步骤：One or more non-transitory readable storage mediums storing computer readable instructions, wherein when the computer readable instructions are executed by one or more processors, cause the one or more processors to execute The following steps:获取通话预约请求，所述通话预约请求包括目标预约时间和预约坐席ID；Obtaining a call reservation request, where the call reservation request includes a target appointment time and a reserved agent ID;获取所述预约坐席ID在所述目标预约时间内的坐席状态；Obtaining an agent status of the reserved agent ID in the target reservation time;若所述坐席状态为非空闲状态，则获取在目标预约时间内坐席状态为空闲状态的坐席ID，作为备选坐席ID；If the agent status is a non-idle state, obtaining an agent ID whose seat status is an idle state within the target reservation time is used as an alternate agent ID;从所述备选坐席ID中获取一目标坐席ID；Obtaining a target agent ID from the candidate agent ID;基于所述目标坐席ID，响应所述通话预约请求。Responding to the call reservation request based on the target agent ID.

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