CN105491085B - A kind of online request queue method and device - Google Patents
A kind of online request queue method and device Download PDFInfo
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Abstract
This application discloses a kind of online request queue methods, for example, this method may include: the service request in response to receiving user, inquire the corresponding attribute value of a variety of attributes of the real-time update user service data of the user；Using the corresponding weight of a variety of attributes, the corresponding attribute value of a variety of attributes is weighted, the synthesized attribute value of the user is obtained；Position of the service request of the user in queue queue is determined according to the synthesized attribute value of the user.Since the application carries out queuing processing according to a variety of attributes of individual subscriber real-time update user service data, it can accomplish that accurate intelligent is lined up, realize the online request queue for meeting user's real demand, promote service performance.In addition, disclosed herein as well is a kind of online request queue devices.
Description
Technical field
This application involves online service field, in particular to a kind of online request queue method and device.
Background technique
Online service refers to the mode that online service is provided a user using Internet technology.Online service constitutes mutually
The basis of working application, it includes our common web-browsings, Email, forum, instant messaging, game, downloading and special
Information service, Online Video, on-line payment etc..
With the development of internet, more and more people use online service.In a large number of users to providing online service
When central server issues service request, server can request order of arrival to be lined up service request according to user service,
So as to the service request of orderly response user.
But user service request is lined up according only to order of arrival, not necessarily meet user's real demand, example
Such as, the more urgent user service request of demand cannot may respond for a long time.
Summary of the invention
In view of this, the application's is designed to provide a kind of online request queue method and device, meet use to realize
The online request queue of family real demand promotes service performance.
In the first aspect of the embodiment of the present application, a kind of online request queue method is provided.For example, this method can be with
Include: the service request in response to receiving user, inquires a variety of categories of the real-time update user service data of the user
The corresponding attribute value of property；Using the corresponding weight of a variety of attributes, category corresponding to a variety of attributes
Property value is weighted, and obtains the synthesized attribute value of the user；The use is determined according to the synthesized attribute value of the user
Position of the service request at family in queue queue.
In the second aspect of the embodiment of the present application, a kind of online request queue device is provided.For example, the device can be with
Include: query unit, for the service request in response to receiving user, inquires the real-time update user service of the user
The corresponding attribute value of a variety of attributes of data；Computing unit, it is right for utilizing the corresponding weight of a variety of attributes
The corresponding attribute value of a variety of attributes is weighted, and obtains the synthesized attribute value of the user；Queued units are used
Position of the service request of the user in queue queue is determined in the synthesized attribute value according to the user.
It can be seen that the application has the following beneficial effects:
Since the application obtains user's really a variety of attributes from the user service data of system real-time update, according to
Really a variety of attributes carry out queuing processing at family, can accomplish that accurate intelligent is lined up, realization meets the online of user's real demand
Request queue promotes service performance.
Detailed description of the invention
In order to illustrate the technical solutions in the embodiments of the present application or in the prior art more clearly, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is only this
The some embodiments recorded in application, for those of ordinary skill in the art, in the premise of not making the creative labor property
Under, it is also possible to obtain other drawings based on these drawings.
Fig. 1 is a kind of online request queue method flow schematic diagram provided by the embodiments of the present application；
Fig. 2 is a kind of online request queue method interacting message schematic diagram provided by the embodiments of the present application；
Fig. 3 is a kind of online request queue apparatus structure schematic diagram provided by the embodiments of the present application.
Specific embodiment
In order to make those skilled in the art better understand the technical solutions in the application, below in conjunction with the application reality
The attached drawing in example is applied, the technical scheme in the embodiment of the application is clearly and completely described, it is clear that described implementation
Example is merely a part but not all of the embodiments of the present application.Based on the embodiment in the application, this field is common
Technical staff's every other embodiment obtained without creative efforts, all should belong to protection of the present invention
Range.
User service request is lined up according only to order of arrival for the prior art, can not be lined up by user demand
Problem, the inventors of the present application found that it is true can therefrom to obtain user according to the user service data of system real-time update
A variety of attributes, according to user, really a variety of attributes carry out queuing processing, can accomplish that accurate intelligent is lined up, realization meets user
The online request queue of real demand promotes service performance.
The above analysis, the embodiment of the present application provide queuing strategy and device below.
It is a kind of online request queue method flow schematic diagram provided by the embodiments of the present application for example, with reference to Fig. 1.Such as Fig. 1
Shown, this method may include:
S110, the service request in response to receiving user inquire the real-time update user service data of the user
The corresponding attribute value of a variety of attributes.
For example, a variety of attributes may include: that user requests record, user satisfied in some possible embodiments
Degree record.
Wherein, it may include: pre- before receiving the service request that user's request, which records corresponding attribute value,
If there is the first corresponding score value of the case where request records in duration (such as in 24 hours) and there is no request records
Second score value corresponding to situation.Specifically, for example, in some possible embodiments, the first score value can be set and be greater than
Second score value.The reason is that, illustrating that the service request of user is if user had request to record before issuing service request
Compare urgent, setting higher score value for the first score value can make calculated user's synthesized attribute value higher, make to request
More urgent user can prioritize processing.The user's request inquired, which records corresponding attribute value, to be the first score value or the
Two score values.Wherein, it may include online request record and incoming calls record that user, which requests record,.
Wherein, it may include: the corresponding third score value of low satisfaction, height that the user satisfaction, which records corresponding attribute value,
The corresponding quartile of satisfaction, request for the first time and without the corresponding quintile of satisfaction record, non-request and do not have for the first time
The 6th score value for having satisfaction record corresponding.Specifically, for example, in some possible embodiments, for not being satisfied with
It spends for the user of record, if user repeatedly requests, illustrates that user service request is more urgent, urgent degree should be greater than for the first time
The user of request；For have satisfaction record user for, to maintain its satisfaction, need than low satisfaction user more
Service request is responded as soon as possible.Therefore, the 6th score value > quintile > the quartile > third score value can be set.
It should be noted that the institute that can be once submitted by the user in the user service data to system real-time update
There is satisfaction to be summarized, take its average value, obtain average value corresponding to the satisfaction of the user, passes through expiring the user
The preset value range corresponding with high satisfaction of average value corresponding to meaning degree and the corresponding preset value range of low satisfaction
It is compared, determines that user satisfaction record belongs to one in high satisfaction or low satisfaction.If the user satisfaction
Record belongs to high satisfaction, then the corresponding attribute value of user satisfaction record is the corresponding quartile of high satisfaction.Such as
Fruit user satisfaction record belongs to low satisfaction, then the corresponding attribute value of user satisfaction record is corresponding for low satisfaction
Third score value.It can be third score value, quartile, quintile that the user satisfaction inquired, which records corresponding attribute value,
Or the 6th any of score value.
It should be noted that the score value size of the first score value to the 6th score value can be according to reality described in the embodiment of the present application
Border needs to preset.For example, can rule of thumb and repeatedly actual experiment determines suitable numerical values recited.In addition, user
The attribute of service data can there are many kinds of, inquire user request record, user satisfaction record corresponding attribute value
A kind of only possible embodiment of the embodiment of the present application.In practical application, it can need to inquire according to needs setting is implemented
The attribute value of which attribute in active user service data, the application is to this and is not limited.
S120, using the corresponding weight of a variety of attributes, to the corresponding attribute value of a variety of attributes into
Row weighted calculation obtains the synthesized attribute value of the user.
In some possible embodiments, the user of active user service data can be requested into record, user satisfaction
Record the factor of two attribute as the synthesized attribute value for calculating user.For example, record, user can be requested according to user
Satisfaction records corresponding weight, requests record, user satisfaction to record corresponding attribute value user and is weighted summation meter
It calculates, obtains the synthesized attribute value of user.
In some possible embodiments, in addition to using a variety of attributes of active user service data as being used to calculate user
Synthesized attribute value the factor other than, can also be using the waiting time of service request as the synthesized attribute value for being used to calculate user
The factor.Specifically, for example, the embodiment of the present application can also count the waiting time of the service request, according to the service
The waiting time of request corresponding attribute value increased default increment algorithm with the increase of the waiting time calculates described
The waiting time of service request corresponding attribute value.In this embodiment, described corresponding using a variety of attributes
Weight, it may include: to be distinguished using a variety of attributes that the corresponding attribute value of a variety of attributes, which is weighted,
The waiting time of corresponding weight and the service request corresponding weight, attribute corresponding to a variety of attributes
The waiting time of value and the service request, corresponding attribute value was weighted.
In some possible embodiments, in addition to using a variety of attributes of active user service data as being used to calculate user
Synthesized attribute value the factor other than, can also be using type the problem of service request targeted problem as being used to calculate user
Synthesized attribute value the factor.Specifically, for example, the embodiment of the present application can also be targeted to the service request problem into
Row semantic analysis, the problem of obtaining the service request type, inquire the corresponding attribute value of described problem type.Wherein, no
It can be carried out according to risk class with the corresponding attribute value of problem types preset.For example, risk is higher, corresponding attribute value can be with
It is bigger.In this embodiment, described to utilize the corresponding weight of a variety of attributes, attribute value corresponding to a variety of attributes
Be weighted may include: to utilize the corresponding weight of a variety of attributes and the corresponding power of described problem type
The corresponding attribute value of a variety of attributes and the corresponding attribute value of described problem type is weighted in weight.
In some possible embodiments, can in conjunction with above two embodiment, by the waiting time of service request with
And problem types are collectively as the factor of the synthesized attribute value for calculating user.Specifically, described to utilize a variety of attributes
Corresponding weight, it may include: using described more that the corresponding attribute value of a variety of attributes, which is weighted,
The corresponding weight of attribute, the waiting time corresponding weight of the service request and described problem type are corresponding
Weight, to waiting time corresponding attribute value, the Yi Jisuo of the corresponding attribute value of a variety of attributes, the service request
The corresponding attribute value of problem types is stated to be weighted.
It should be noted that the weighted calculation of the embodiment of the present application meaning can be weighted sum calculating.For example, weighting is asked
It can be with calculation expression are as follows: P=∑ (Wx*Px), weight, Wx*: each Attribute Weight weight values, Px: each attribute of a variety of attributes
Value.But the application is not limited in weighted sum and calculates a kind of this embodiment of weighted calculation, specifically can be according to implementation need
The algorithm of weighted calculation is set.For example, can be averaged after weighted sum.
S130, position of the service request of the user in queue queue is determined according to the synthesized attribute value of the user
It sets.
For example, in some possible embodiments, can be sorted according to the sequence of the synthesized attribute value of user from big to small
Sequencing of the service request of user in queue queue.
For another example some possible embodiments, can establish for different user rate range corresponding excellent respectively in advance
The different queue queue of first grade.For example, can pre-establish ordinary user's queue, low priority honored guest Subscriber Queue, in it is preferential
Grade honored guest Subscriber Queue, high priority honored guest's Subscriber Queue etc..It, can also be further after receiving the service request of user
Inquire the user gradation of the user.It, can be according to institute in a queue queue after obtaining the synthesized attribute value of user
There is the service request of user to arrange sequencing by the sequence of synthesized attribute value from big to small, the service request of the user is inserted
Enter to corresponding position in queue queue corresponding to the user gradation of the user.In this embodiment, empty when existing
When not busy Service Source, can sequence from high to low according to priority traverse queue queue one by one, and judge the queuing team traversed
In column whether there is service request, if it does, stop traversal, by the leisure service resource allocation give traverse, exist
In the queue queue of service request, the maximum service request of synthesized attribute value, by the maximum service request of synthesized attribute value from
It is deleted in queue queue where it.
In addition, the embodiment of the present application can be combined with other queuing policy common implementings.For example, inquiring the user
Before the corresponding attribute value of a variety of attributes of the user service data of real-time update, it can also be sentenced according to current service total amount
It is disconnected whether to allow to take the first queuing policy.If it is allowed, first queuing policy can be taken to handle the service request.
If it is not allowed, a variety of attributes that can enter the user service data for inquiring user's real-time update are corresponding
The step of attribute value, and then be lined up according to the calculated synthesized attribute value of the corresponding attribute value of a variety of attributes.Wherein, when depositing
It, can also be to by first before the sequence from high to low according to priority traverses queue queue one by one in leisure service resource
The service request of queuing policy processing carries out resource allocation.Resource point is being carried out to by the service request of the first queuing policy processing
After matching, if there are also leisure service resources, queue queue is traversed one by one into the sequence from high to low according to priority
The step of.It should be noted that the first queuing policy can be the relatively simple queuing policy of other any possible algorithms, example
Such as, it is only lined up by the waiting time, by user gradation and waiting time queuing etc..
As it can be seen that using method provided by the embodiments of the present application, due to being obtained from the user service data of system real-time update
The true a variety of personal attributes of user, for example, user requests record, user satisfaction record etc., by user true a variety of
The humanized factor with the waiting time, problem types of service request collectively as queuing, progress intelligent queuing processing, therefore,
It can accomplish that accurate intelligent is lined up, realize the online request queue for meeting user's real demand, promote service performance.
In order to further increase service performance, in some possible embodiments of the application, by service request by
Reason and calculating synthesized attribute Distribution value are handled to different platform.In the following, the embodiment is described in detail.
For example, with reference to the interaction schematic diagram of signaling message shown in Fig. 2.The embodiment may include:
S200, service request Acceptance Platform receive the service request of user.
S210, service request Acceptance Platform determine whether to take the first queuing policy according to current service total amount.
S220, if it is allowed, first queuing policy is taken to handle the service request.
S230, if it is not allowed, service request Acceptance Platform to priority calculation processing platform send user information and
To the targeted problem of received service request carry out the problem of semantic analysis obtains type.
S240, priority calculation processing platform user information based on the received send to system data monitor supervision platform and inquire
The user of the user requests the request of record, user satisfaction record and user gradation.
S250, system data monitor supervision platform are according to from the received request of priority calculation processing platform, from real-time update
Inquired in user service data user request record corresponding attribute value, user satisfaction records corresponding attribute value and use
Family grade, and return to the user's request inquired to priority calculation processing platform and record corresponding attribute value, user satisfaction
Record corresponding attribute value and user gradation.
S260, priority calculation processing platform request the waiting of record, user satisfaction record, service request using user
Time, the corresponding weight of problem types, to user request record, user satisfaction record, service request waiting time,
The corresponding attribute value of problem types is weighted read group total, calculates the synthesized attribute value of user.
S270, priority calculation processing platform send calculated synthesized attribute value to service request Acceptance Platform and look into
The user gradation ask out.
S280, service request Acceptance Platform are lined up according to the size of the synthesized attribute value of the user, and according to one
The service request of all users arranges sequencing by the sequence of synthesized attribute value from big to small in queue, by the clothes of the user
Business request is inserted into and position corresponding in queue queue corresponding to the user gradation of the user.
S290, service request Acceptance Platform are in response to there are leisure service resources, to the clothes by the processing of the first queuing policy
Business request carries out resource allocation, after to resource allocation is carried out by the service request of the first queuing policy processing, if also
Available free Service Source, according to priority sequence from high to low traverses queue queue one by one, and judges the queue queue traversed
In be lined up with the presence or absence of service request, if it does, stop traversal, by the leisure service resource allocation give it is traversing,
In the queue queue of presence service request, the maximum service request of synthesized attribute value asks the maximum service of synthesized attribute value
It asks and is deleted in the queue queue where it.
In this embodiment, accepting for the service request of user is divided into difference with the calculating of the synthesized attribute value of user
Platform processes, priority calculation processing platform can share the pressure of service request Acceptance Platform so that service request by
The service request that platform can be sent with quick response user, further improves service performance.
Corresponding with above-mentioned online request queue method, the embodiment of the present application also provides a kind of online request queues to fill
It sets.
It is a kind of online request queue apparatus structure schematic diagram provided by the embodiments of the present application for example, with reference to Fig. 3.Such as Fig. 3
It is shown, the apparatus may include:
Query unit 310 can be used for the service request in response to receiving user, inquire the user in real time more
The corresponding attribute value of a variety of attributes of new user service data.Computing unit 320 can be used for utilizing a variety of categories
The corresponding weight of property is weighted the corresponding attribute value of a variety of attributes, obtains the comprehensive of the user
Close attribute value.Queued units 330 can be used for determining that the service request of the user exists according to the synthesized attribute value of the user
Position in queue queue.
In some possible embodiments, a variety of attributes may include: that user requests record, user satisfaction note
Record.Wherein, it may include: the preset duration before receiving the service request that user's request, which records corresponding attribute value,
Interior the second score value that there is the case where request corresponding the first score value and the case where there is no requests is corresponding.For example,
In some possible embodiments, the first score value can be set greater than the second score value.Wherein, the user satisfaction record corresponds to
Attribute value may include: the corresponding third score value of low satisfaction, the corresponding quartile of high satisfaction, request and do not have for the first time
The corresponding quintile of satisfaction record, non-the 6th score value requested for the first time and do not have satisfaction record corresponding.
In some possible embodiments, in addition to using a variety of attributes of active user service data as being used to calculate user
Synthesized attribute value the factor other than, the waiting time of service request can also be added as the comprehensive category for being used to calculate user
The factor of property value.Specifically, for example, device provided by the embodiments of the present application can also include: waiting time computing unit 340,
The waiting time that can be used for counting the service request, according to the waiting time of the service request corresponding attribute value with institute
It states the increase of waiting time and increased default increment algorithm, calculates the waiting time corresponding attribute of the service request
Value.The computing unit 320 can be used for utilizing a variety of corresponding weights of attribute and the service request
Waiting time corresponding weight, to the waiting time pair of a variety of corresponding attribute values of attribute and the service request
The attribute value answered is weighted.
In some possible embodiments, in addition to using a variety of attributes of active user service data as being used to calculate user
Synthesized attribute value the factor other than, can also be using type the problem of service request targeted problem as being used to calculate user
Synthesized attribute value a factor.Specifically, for example, device provided by the embodiments of the present application can also include case study list
Member 341 can be used for the problem of problem targeted to the service request carries out semantic analysis, obtain service request class
Type.Computing unit 320 can be used for utilizing the corresponding weight of a variety of attributes and described problem type corresponding
The corresponding attribute value of a variety of attributes and the corresponding attribute value of described problem type is weighted in weight.
In some possible embodiments, can in conjunction with above two embodiment, by the waiting time of service request with
And problem types are collectively as the factor of the synthesized attribute value for calculating user.Specifically, in the embodiment of the present application device
Computing unit 320 can be used for utilizing the corresponding weight of a variety of attributes, the waiting time of the service request corresponding
Weight and the corresponding weight of described problem type, to the corresponding attribute value of a variety of attributes, the service request
Waiting time corresponding attribute value and the corresponding attribute value of described problem type be weighted.
Some possible embodiments, device provided by the embodiments of the present application can also include that unit 331 is established in queue, can
For establishing the different queue queue of corresponding priority respectively in advance for different user rate range；Inquire level cells
332, it can be used for inquiring the user gradation of the user.The queued units 330 can be used for according to a queue queue
In the service request of all users arrange sequencing by synthesized attribute value sequence from big to small, the service of the user is asked
It asks and is inserted into and position corresponding in queue queue corresponding to the user gradation of the user.And the embodiment of the present application provides
Device can also include: resource allocation unit 343, can be used for when there are leisure service resource, according to priority from height to
Low sequence traverses queue queue one by one, and judges be lined up in the queue queue traversed with the presence or absence of service request, if
In the presence of, stop traversal, it is comprehensive in the queue queue for giving traverse, presence service to request the leisure service resource allocation
The maximum service request of attribute value deletes the maximum service request of synthesized attribute value in the queue queue where it.
As it can be seen that device provided by the embodiments of the present application is configured, and it can be according to the user service data of system real-time update, it can
Therefrom to obtain user really a variety of personal attributes, according to user, really a variety of personal attributes carry out intelligent queuing processing,
It can accomplish that accurate intelligent is lined up, realize the online request queue for meeting user's real demand, promote service performance.
It should be noted that the waiting time computing unit 340, question analysis unit 341, queue establish unit 331,
Inquiry level cells 332, resource allocation unit 343 are drawn with a dashed line in Fig. 3, are that the application is implemented to indicate these units not
The necessary unit for the device that example provides.
For convenience of description, it is divided into various units when description apparatus above with function to describe respectively.Certainly, implementing this
The function of each unit can be realized in the same or multiple software and or hardware when invention.
As seen through the above description of the embodiments, those skilled in the art can be understood that the present invention can
It realizes by means of software and necessary general hardware platform.Based on this understanding, technical solution of the present invention essence
On in other words the part that contributes to existing technology can be embodied in the form of software products, the computer software product
It can store in storage medium, such as ROM/RAM, magnetic disk, CD, including some instructions are used so that a computer equipment
(can be personal computer, server or the network equipment etc.) executes the certain of each embodiment or embodiment of the invention
Method described in part.
All the embodiments in this specification are described in a progressive manner, same and similar portion between each embodiment
Dividing may refer to each other, and each embodiment focuses on the differences from other embodiments.Especially for system reality
For applying example, since it is substantially similar to the method embodiment, so being described relatively simple, related place is referring to embodiment of the method
Part explanation.
The present invention can be used in numerous general or special purpose computing system environments or configuration.Such as: personal computer, service
Device computer, handheld device or portable device, laptop device, multicomputer system, microprocessor-based system, top set
Box, programmable consumer-elcetronics devices, network PC, minicomputer, mainframe computer, including any of the above system or equipment
Distributed computing environment etc..
The present invention can describe in the general context of computer-executable instructions executed by a computer, such as program
Module.Generally, program module includes routines performing specific tasks or implementing specific abstract data types, programs, objects, group
Part, data structure etc..The present invention can also be practiced in a distributed computing environment, in these distributed computing environments, by
Task is executed by the connected remote processing devices of communication network.In a distributed computing environment, program module can be with
In the local and remote computer storage media including storage equipment.
It should be noted that, in this document, relational terms such as first and second and the like are used merely to a reality
Body or operation are distinguished with another entity or operation, are deposited without necessarily requiring or implying between these entities or operation
In any actual relationship or order or sequence.Moreover, the terms "include", "comprise" or its any other variant are intended to
Non-exclusive inclusion, so that the process, method, article or equipment including a series of elements is not only wanted including those
Element, but also including other elements that are not explicitly listed, or further include for this process, method, article or equipment
Intrinsic element.In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that
There is also other identical elements in process, method, article or equipment including the element.
The foregoing is merely illustrative of the preferred embodiments of the present invention, is not intended to limit the scope of the present invention.It is all
Any modification, equivalent replacement, improvement and so within the spirit and principles in the present invention, are all contained in protection scope of the present invention
It is interior.
Claims (11)
1. a kind of online request queue method characterized by comprising
In response to receiving the service request of user, a variety of attributes of the real-time update user service data of the user are inquired
Corresponding attribute value；
Using the corresponding weight of a variety of attributes, meter is weighted to the corresponding attribute value of a variety of attributes
It calculates, obtains the synthesized attribute value of the user；
Position of the service request of the user in queue queue is determined according to the synthesized attribute value of the user；
Wherein, a variety of attributes include following two attribute: user requests record, user satisfaction record；
It includes: that the interior presence of preset duration before receiving the service request is asked that user's request, which records corresponding attribute value,
The first corresponding score value of the case where asking and corresponding the second score value the case where there is no requests；
It includes: that the corresponding third score value of low satisfaction, high satisfaction are corresponding that the user satisfaction, which records corresponding attribute value,
Quartile requests for the first time and records corresponding quintile, non-request for the first time without satisfaction and record without satisfaction
The 6th corresponding score value.
2. the method according to claim 1, wherein further include: count the waiting time of the service request, root
According to the waiting time of the service request corresponding attribute value with the increase of the waiting time increased default increment algorithm,
Calculate the waiting time corresponding attribute value of the service request；
It is described using the corresponding weight of a variety of attributes, the corresponding attribute value of a variety of attributes is weighted
Calculating includes:
Using a variety of corresponding weights of attribute and the waiting time corresponding weight of the service request, to institute
The waiting time corresponding attribute value for stating the corresponding attribute value of a variety of attributes and the service request is weighted.
3. the method according to claim 1, wherein further include:
The problem of problem targeted to the service request carries out semantic analysis, obtains service request type；
It is described to utilize the corresponding weight of a variety of attributes, packet is weighted to the corresponding attribute value of a variety of attributes
It includes:
Using the corresponding weight of a variety of attributes and the corresponding weight of described problem type, to a variety of attributes
Corresponding attribute value and the corresponding attribute value of described problem type are weighted.
4. the method according to claim 1, wherein further include:
The waiting time for counting the service request, according to the waiting time of the service request corresponding attribute value with described etc.
To the time increase and increased default increment algorithm, calculate the waiting time corresponding attribute value of the service request；
The problem of the problem of included to the service request carries out semantic analysis, obtains service request type；
It is described using the corresponding weight of a variety of attributes, the corresponding attribute value of a variety of attributes is weighted
Calculating includes:
Utilize the corresponding weight of a variety of attributes, the waiting time corresponding weight of the service request and described
The corresponding weight of problem types, it is corresponding to the waiting time of the corresponding attribute value of a variety of attributes, the service request
Attribute value and the corresponding attribute value of described problem type be weighted.
5. method according to claim 1-4, which is characterized in that further include: it is in advance different user grade model
It encloses and establishes the different queue queue of corresponding priority respectively；
After receiving the service request of user, further includes: inquire the user gradation of the user；
The synthesized attribute value according to user determines that position of the service request of the user in queue queue includes: basis
The service request of all users arranges sequencing by the sequence of synthesized attribute value from big to small in one queue queue, will be described
The service request of user is inserted into and position corresponding in queue queue corresponding to the user gradation of the user；
And, further includes: when there are leisure service resource, according to priority sequence from high to low traverses queue queue one by one, and
Judge with the presence or absence of service request in the queue queue traversed, if it does, stopping traversal, by the leisure service resource point
In queue queue that dispensing traverses, presence service request, the maximum service request of synthesized attribute value, by the synthesized attribute value
Maximum service request is deleted in the queue queue where it.
6. according to the method described in claim 5, it is characterized in that, in the user service number for inquiring user's real-time update
According to the corresponding attribute value of a variety of attributes before, further includes:
It is determined whether to take the first queuing policy according to current service total amount；
If it is allowed, first queuing policy is taken to handle the service request；
If it is not allowed, a variety of attributes for inquiring the user service data of user's real-time update described in are corresponding
The step of attribute value；
Wherein, when there are leisure service resource, before the sequence from high to low according to priority traverses queue queue one by one, also
Include:
Resource allocation is carried out to by the service request of the first queuing policy processing；
After to resource allocation is carried out by the service request of the first queuing policy processing, if there are also leisure service resource,
The step of traversing queue queue one by one into the sequence from high to low according to priority.
7. a kind of online request queue device characterized by comprising
Query unit inquires the real-time update user service of the user for the service request in response to receiving user
The corresponding attribute value of a variety of attributes of data；
Computing unit, for using the corresponding weight of a variety of attributes, attribute corresponding to a variety of attributes
Value is weighted, and obtains the synthesized attribute value of the user；
Queued units determine the service request of the user in queue queue for the synthesized attribute value according to the user
Position；
Wherein, a variety of attributes include following two attribute: user requests record, user satisfaction record；
It includes: that the interior presence of preset duration before receiving the service request is asked that user's request, which records corresponding attribute value,
The first corresponding score value of the case where asking and corresponding the second score value the case where there is no requests；
It includes: that the corresponding third score value of low satisfaction, high satisfaction are corresponding that the user satisfaction, which records corresponding attribute value,
Quartile requests for the first time and records corresponding quintile, non-request for the first time without satisfaction and record without satisfaction
The 6th corresponding score value.
8. device according to claim 7, which is characterized in that further include:
Waiting time computing unit, for counting the waiting time of the service request, when according to the waiting of the service request
Between corresponding attribute value with the increase of the waiting time increased default increment algorithm, calculate the service request etc.
To time corresponding attribute value；
The computing unit, when for utilizing the waiting of a variety of corresponding weights of attribute and the service request
Between corresponding weight, to the waiting time corresponding category of a variety of corresponding attribute values of attribute and the service request
Property value is weighted.
9. device according to claim 7, which is characterized in that further include:
Question analysis unit obtains the service request for carrying out semantic analysis to the targeted problem of the service request
The problem of type；
Computing unit, it is right for utilizing the corresponding weight of a variety of attributes and the corresponding weight of described problem type
The corresponding attribute value of a variety of attributes and the corresponding attribute value of described problem type are weighted.
10. device according to claim 7, which is characterized in that further include:
Waiting time computing unit, for counting the waiting time of the service request, when according to the waiting of the service request
Between corresponding attribute value with the increase of the waiting time increased default increment algorithm, calculate the service request etc.
To time corresponding attribute value；
Question analysis unit obtains the service request for carrying out semantic analysis to the targeted problem of the service request
The problem of type；
Computing unit, for utilizing the corresponding weight of a variety of attributes, the waiting time of the service request corresponding
Weight and the corresponding weight of described problem type, to a variety of attributes corresponding attribute values, the service request
Waiting time corresponding attribute value and the corresponding attribute value of described problem type are weighted.
11. according to the described in any item devices of claim 7-10, which is characterized in that further include: unit is established in queue, for pre-
First the different queue queue of corresponding priority is established respectively for different user rate range；Level cells are inquired, for inquiring
The user gradation of the user out；
The queued units, for pressing synthesized attribute value from big to small according to the service request of all users in a queue queue
Sequence arrange sequencing, the service request of the user is inserted into and queuing corresponding to the user gradation of the user
Corresponding position in queue；
And, further includes: resource allocation unit, for when there are leisure service resource, according to priority sequence from high to low by
A traversal queue queue, and judge be lined up in the queue queue traversed with the presence or absence of service request, if it does, stopping time
It goes through, in the queue queue for giving traverse, presence service to request the leisure service resource allocation, synthesized attribute value is maximum
Service request deletes the maximum service request of synthesized attribute value in the queue queue where it.
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| CN107424281B (en) * | 2017-04-13 | 2020-09-15 | 中国联合网络通信集团有限公司 | Batch queuing reservation method and device |
| CN107332902B (en) * | 2017-06-29 | 2018-05-29 | 北京鸿联九五信息产业有限公司 | The user of online customer service system asks distribution method, device and computing device |
| CN107977825A (en) * | 2017-11-03 | 2018-05-01 | 阿里巴巴集团控股有限公司 | A kind of method and device for distributing Service events |
| CN111385108A (en) * | 2018-12-27 | 2020-07-07 | 中国移动通信集团四川有限公司 | Business processing method, apparatus, equipment and medium |
| CN111695746B (en) * | 2019-03-12 | 2024-04-09 | 中国银联股份有限公司 | Queuing data processing method and queuing data processing method system |
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| CN110532259B (en) * | 2019-07-22 | 2024-05-17 | 中国平安人寿保险股份有限公司 | Base table query method, device, computer equipment and storage medium |
| CN110807578A (en) * | 2019-10-16 | 2020-02-18 | 上海易点时空网络有限公司 | Service order distribution method and device |
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