在呼叫中心锁定线索的解决方案 [英] Solution for locking leads in call centers

问题描述

我们的网站用户持续进入，每小时约5-10 K.我们将这些线索路由到我们的呼叫中心代理处理。我们有大约700名代理人在这个过程中工作。每个代理在处理当前代理后获取下一个引导。处理每条线索需要2-7分钟。



我们使用oracle作为数据库。

我们将这些线索放在堆栈中排序时间。最近的铅位于堆栈顶部。在每个获取请求中，我们获取最近的线索（从堆栈的顶部）并将其提供给发出获取请求的代理。



我们面临挑战由于以下原因，为代理提供新的引导作为对这些获取请求的响应：



1.在任何给定时间，同时提取请求太多。由于oracle不能自行处理同时请求，因此只有一个请求成功结束，所有其他同时请求都失败。



请求失败的代理再次发送请求。这种情况不断发生并导致许多代理商长时间延迟，直到他们获得新的工作。



寻找一个架构级解决方案来处理这样的场景是可扩展的，并提供高性能和大量的潜在客户和代理。

We have leads coming in from our website users continuously, around 5-10 K per hour. We route these leads to our call center agents for processing. We have around 700 agents working on this process. Each agent fetches next lead after processing the current one. Processing each lead takes from 2-7 mins.

We are using oracle as database.
We put these leads in a stack sorted on time. Most recent lead resides at the top of the stack. On each fetch request we take the most recent lead (from the top of the stack) and give it to the agent who issued the fetch request.

We face challenege in providing new lead to agents as a response to these fetch requests due to following reasons:

1. Too many simultaneous fetch requests at any given time. As oracle does not handle simultaneous requests on its own only one request ends up successfully and all other simultaneous requests fail.

Agents with failed request send a request again. This keeps on happening and leads to long delay for many agents until they get a new lead to work on.

Looking for an architechture level solution to handle such a scenario which is scalable and provides high performance with substantially higher number of leads and agents.

推荐答案

我同意Mehdi - Oracle应该能够轻松处理这个问题。但是，由于您没有给我们足够的关于您的系统的详细信息，我只能提供以下建议...



- 我很感兴趣为什么你使用LIFO发出请求。

- 您是否考虑过实施高级队列？请参阅 Oracle高级排队简介 [ ^ ]

- 你见过吗？关于Oracle中简单排队的CodeProject文章？ 将Oracle数据库表用作多线程工作队列 [ ^ ]

或者这个（使用SQL但应该在Oracle中运行） - 在数据库中构建高性能队列以存储订单，通知，任务 [ ^ ]

I agree with Mehdi - Oracle should be able to handle this easily. However as you haven't given us enough detail about your system I can only offer the following suggestions...

- I'm intrigued as to why you are using LIFO to issue the requests.
- Have you looked into implementing Advanced Queuing? See Introduction to Oracle Advanced Queuing[^]
- Have you seen this CodeProject article on simple queuing in Oracle? Using an Oracle Database Table as a Multithreaded Work Queue[^]
Or this one (uses SQL but should work in Oracle) - Building High Performance Queue in Database for storing Orders, Notifications, Tasks[^]

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