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CN-122001983-A - Call task processing method, device, equipment, computer readable storage medium and computer program product

CN122001983ACN 122001983 ACN122001983 ACN 122001983ACN-122001983-A

Abstract

The application provides a call task processing method, a device, equipment, a computer readable storage medium and a computer program product; the method comprises the steps of obtaining allocation weights of call tasks to idle agents, obtaining call parameters of executing the call tasks in a first time period, determining the number of calls in a second time period based on the allocation weights and the call parameters, and executing the call tasks based on the number of calls and the allocation weights. The application can improve the processing efficiency of the call task.

Inventors

  • HE LI

Assignees

  • 马上消费金融股份有限公司

Dates

Publication Date
20260508
Application Date
20241104

Claims (10)

  1. 1. A method of processing a call task, the method comprising: Acquiring the allocation weight of a calling task to an idle seat; Acquiring call parameters for executing the call task in a first time period; Determining a number of calls for a second time period based on the assigned weight and the call parameter, the first time period and the second time period being adjacent time periods; And executing the call task based on the call quantity and the assigned weight.
  2. 2. The method of claim 1, wherein the determining the number of calls for the second time period based on the assigned weights and the call parameters comprises: accumulating the allocation weights of the calling tasks to different idle agents to obtain an accumulated sum; determining a first number of calls based on the accumulated sum; Determining a second number of calls based on the call parameters; and determining the minimum value of the first call quantity and the second call quantity, and determining the minimum value as the call quantity of a second time period.
  3. 3. The method of claim 2, wherein the call parameters include a number of calls, a number of calls placed, a number of calls hung-up, an average ringing time, a service time, and wherein determining the second number of calls based on the call parameters comprises: Acquiring the number of calling, the number of first agents in a call state, the number of second agents in an idle state and the number of third agents in a post-call state; Determining a turn-on success rate based on the number of calls and the number of calls turned on, and determining a predicted turn-on number based on the number of calls being made and the turn-on success rate; determining a first predicted value based on the service time, the average ringing time and the first number of agents; determining a call drop rate based on the number of calls placed and the number of dropped calls, and determining a predicted success rate of placed based on the call drop rate and the success rate of placed; And determining a second call number based on the second agent number, the third agent number, the predicted on-number, the first predicted value and the predicted on-success rate.
  4. 4. The method of claim 3, wherein the determining a second number of calls based on the second number of agents, the third number of agents, the predicted number of turns on, and the first predicted value and the predicted success rate of turn on comprises: determining the difference value between the second agent number and the predicted on number as an idle agent number; Determining the sum of the number of idle agents, the first predicted value and the third agent number as a candidate call number; adjusting the candidate call quantity by using a preset adjustment coefficient to obtain a predicted call quantity; and determining a second call number based on the predicted call number and the predicted connection success rate.
  5. 5. The method of claim 3 or 4, wherein the call task corresponds to a plurality of agent sets, the performing the call task based on the number of calls and the assigned weight comprising: acquiring the fourth number of the idle agents in the agent set; Determining task weights corresponding to the agent sets based on the fourth agent number and the second agent number; determining the number of calls distributed for the agent set based on the task weight corresponding to the agent set and the number of calls; and distributing the calling task for the idle agents in the agent set based on the call quantity distributed for the agent set and the distribution weight.
  6. 6. The method according to any one of claims 1 to 4, further comprising: In the case of an allocation of an idle agent to at least two call tasks, a call task is determined randomly from the at least two call tasks as a target call task for the idle agent, or Acquiring the allocation weight of each calling task to the idle seat; and determining the call task with the highest allocation weight as the target call task of the idle seat.
  7. 7. A call task processing device, the device comprising: the first acquisition module is used for acquiring the allocation weight of the calling task to the idle seat; the second acquisition module is used for acquiring call parameters for executing the call task in the first time period; A number determining module, configured to determine, based on the allocation weight and the call parameter, a number of calls in a second time period, where the first time period and the second time period are adjacent time periods; And the task execution module is used for executing the call task based on the call quantity and the assigned weight.
  8. 8. An electronic device, the electronic device comprising: A memory for storing computer executable instructions or computer programs; a processor for implementing the call task processing method of any one of claims 1 to 6 when executing computer executable instructions or computer programs stored in said memory.
  9. 9. A computer-readable storage medium storing computer-executable instructions or a computer program, wherein the computer-executable instructions or the computer program when executed by a processor implement the call task processing method of any one of claims 1 to 6.
  10. 10. A computer program product comprising computer executable instructions or a computer program, which when executed by a processor implements the call task processing method of any one of claims 1 to 6.

Description

Call task processing method, device, equipment, computer readable storage medium and computer program product Technical Field The present application relates to the field of communications, and in particular, to a call task processing method, apparatus, device, computer readable storage medium, and computer program product. Background Call centers are important bridges for enterprises to communicate with users, and fluctuations in call quantity directly affect the quality and efficiency of service users. With the development of informatization and digitization, the demand for call centers to predict the number of calls is increasing. Call center systems typically rely on experience to adjust call resources, such as increasing or decreasing the number of agents, adjusting call time, etc., to account for fluctuations in the number of calls. In the related art, the call center system predicts the number of calls according to the fixed number of calls, that is, the number of calls made in the next time period is determined according to the number of users connected in the previous time period, the prediction accuracy of the number of calls is not high, so that the situation that excessive idle agents exist or excessive users hear waiting sounds is caused, and the call efficiency and the utilization rate of the agents are reduced. Disclosure of Invention The embodiment of the application provides a call task processing method, a device, equipment, a computer readable storage medium and a computer program product, which can improve the processing efficiency of a call task. The technical scheme of the embodiment of the application is realized as follows: the embodiment of the application provides a call task processing method, which comprises the following steps: Acquiring the allocation weight of a calling task to an idle seat; Acquiring call parameters for executing the call task in a first time period; Determining a number of calls for a second time period based on the assigned weight and the call parameter, the first time period and the second time period being adjacent time periods; And executing the call task based on the call quantity and the assigned weight. The embodiment of the application provides a call task processing device, which comprises: the first acquisition module is used for acquiring the allocation weight of the calling task to the idle seat; the second acquisition module is used for acquiring call parameters for executing the call task in the first time period; A number determining module, configured to determine, based on the allocation weight and the call parameter, a number of calls in a second time period, where the first time period and the second time period are adjacent time periods; And the task execution module is used for executing the call task based on the call quantity and the assigned weight. An embodiment of the present application provides an electronic device, including: A memory for storing computer executable instructions or computer programs; and the processor is used for realizing the call task processing method provided by the embodiment of the application when executing the computer executable instructions or the computer programs stored in the memory. The embodiment of the application provides a computer readable storage medium, which stores computer executable instructions or a computer program for realizing the call task processing method provided by the embodiment of the application when being executed by a processor. The embodiment of the application provides a computer program product, which comprises computer executable instructions or a computer program, wherein the computer executable instructions or the computer program realize the call task processing method provided by the embodiment of the application when being executed by a processor. The embodiment of the application has the following beneficial effects: By applying the embodiment of the application, the allocation weight of the calling task to the idle seat is acquired, then the call parameter of the calling task is executed in the first time period is acquired, the calling quantity in the second time period is determined based on the allocation weight and the call parameter, the first time period and the second time period are adjacent time periods, and then the calling task is executed based on the calling quantity and the allocation weight. Therefore, the call quantity in the second time period is determined by combining the allocation weight of the call task to the idle agent and the call parameters of the call task executed in the first time period, the task allocation weight dimension and the call parameter dimension of the agent are taken into account to predict the call quantity, and the accuracy of predicting the call quantity is improved. The idle agents can be allocated to execute the call tasks through the call quantity and the allocation weights of the call tasks to the idle agents, so tha