CN102143287A - Call center as well as on-site supervision method and device thereof - Google Patents
Call center as well as on-site supervision method and device thereof Download PDFInfo
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Abstract
The invention discloses an on-site supervision method of a call center. In the method, an indicator controller sends an operating parameter request to call center composition equipment to be supervised and receives at least one operating parameter returned by call center composition equipment to be supervised; when the indicator controller judges that at least one operating parameter in the received at least one operating parameter is beyond a preset normal range corresponding to the at least one operating parameter, the operating parameter is marked as an abnormal operating parameter; and an event trigger searches an on-site supervision event corresponding to each abnormal operating parameter, and a task manager outputs the abnormal operating parameter and the searched on-site supervision event. The invention also discloses an on-site supervision device of a call center and the call center. The technical scheme is realized to improve the on-site supervision effect of an existing call center, and meet the timeliness requirement of the on-site supervision.
Description
Technical field
The present invention relates to communication technical field, in particular, relate to a kind of call center's on-site supervision method, equipment and call center.
Background technology
Call center (Call Center, claim Customer Service Center again) originate from the demand of developed country to service quality, its purport is for the client provides rapidly, service such as consultation information and service handling and complaint accurately by forms such as phone, faxes, intelligent call by stored-program control exchange distributes, compuphone is integrated, means and experienced artificial seat efficiently such as automatic answering system, improve client's satisfaction to greatest extent, simultaneously also making enterprise and client's relation tightr naturally, is the important means that improves enterprise competitiveness.
The call center often comprises a plurality of parts, the handling process and the reciprocal process between each part of each part itself are all very complicated, the monitoring difficulty is bigger, often can only just can cause to pay close attention to and solve when finally serious problems occurring, so monitoring effect is relatively poor.
Summary of the invention
Embodiments of the invention provide a kind of call center's on-site supervision method, equipment and call center, can improve existing call center on-site supervision effect, satisfy the promptness requirement of on-site supervision.
The technical scheme of the embodiment of the invention is as described below:
The embodiment of the invention provides a kind of call center's field management method, comprising:
A kind of call center's on-site supervision method comprises:
The index watch-dog sends the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns; For at least one operational factor of receiving, when the index watch-dog is in outside its corresponding preset normal range (NR) in wherein at least one of judgement, this operational factor is labeled as the misoperation parameter;
For each misoperation parameter, event trigger is searched its corresponding in-situ processing incident;
The in-situ processing incident that task manager is exported this misoperation parameter and found.
The embodiment of the invention also provides a kind of call center on-site monitoring equipment, comprising:
The index watch-dog is used for sending the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns; For at least one operational factor of receiving, when wherein at least one of judgement is in outside this operational factor corresponding preset normal range (NR), this operational factor is labeled as the misoperation parameter;
Event trigger is used for searching its corresponding in-situ processing incident for each definite misoperation parameter of described index watch-dog;
Task manager is used to the in-situ processing incident of exporting described misoperation parameter and finding.
The embodiment of the invention also provides a kind of call center, comprising:
At least one call center's component devices,
Described call center also comprises:
Call center's on-site monitoring equipment is used for sending the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns; For at least one operational factor of receiving, when wherein at least one of judgement is in outside its corresponding preset normal range (NR), this operational factor is labeled as the misoperation parameter; For each misoperation parameter that described index watch-dog is determined, search its corresponding in-situ processing incident, and the in-situ processing incident of exporting described misoperation parameter and finding.
The technical scheme that provides by the embodiment of the invention described above as can be seen, the embodiment of the invention can be obtained operational factor and these operational factors are judged with the operational factor that in time notes abnormalities from trend call center component devices.In addition, the embodiment of the invention also can be determined corresponding in-situ processing incident at each misoperation parameter, and in time export these in-situ processing incidents so that these processing events can access processing timely, not only can improve the effect of existing call center on-site supervision thus, also can satisfy the promptness demand of on-site supervision.
Description of drawings
In order to be illustrated more clearly in the technical scheme of the embodiment of the invention, the accompanying drawing of required use is done to introduce simply in will describing embodiment below, apparently, accompanying drawing in describing below only is some embodiments of the present invention, for those of ordinary skills, under the prerequisite of not paying creative work, can also obtain other accompanying drawing according to these accompanying drawings.
The flow chart of call center's on-site supervision method that Fig. 1 provides for the embodiment of the invention;
The structural representation of call center's on-site monitoring equipment that Fig. 2 provides for the embodiment of the invention;
The concrete structure schematic diagram of call center's on-site monitoring equipment that Fig. 3 provides for the embodiment of the invention;
The structural representation of the call center on-site supervision system that Fig. 4 provides for the embodiment of the invention;
Fig. 5 is the application scenarios figure of call center's on-site monitoring equipment of the embodiment of the invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the invention, the technical scheme in the embodiment of the invention is clearly and completely described, obviously, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills belong to the scope of protection of the invention not making the every other embodiment that is obtained under the creative work prerequisite.
As shown in Figure 1, the embodiment of the invention proposes a kind of call center's on-site supervision method with the angle of call center's on-site monitoring equipment, and technical scheme can comprise:
Step 101: the index watch-dog sends the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns;
Step 102:, when the index watch-dog is in outside its corresponding preset normal range (NR) in wherein at least one of judgement, this operational factor is labeled as the misoperation parameter at least one operational factor of receiving;
Step 103: for each misoperation parameter, event trigger is searched its corresponding in-situ processing incident;
Step 104: export misoperation parameter of determining and the in-situ processing incident that finds by task manager.
As seen, pass through above-mentioned steps, the embodiment of the invention is by adopting predetermined normal range (NR) to judge to the operational factor that gets access to, the unusual of operational factor on call center's component devices be can in the process of the call center being carried out on-site supervision, in time find, thereby the efficient and the quality of call center's on-site supervision improved.
In one embodiment of the invention, call center's component devices to be monitored can comprise CTI (Computer Telephony Integration in the step 101, compuphone is integrated) system, wherein, CTI is at the operational factor request of index watch-dog and at least one operational factor of returning can comprise at least a among the following parameters:
Call center's call volume, the whole call completing rate in call center, the percent of call lost, each skill queue wait number, agents state, overlength are shown busy and super long call rate.
In one embodiment of the invention, call center's component devices to be monitored in the step 101 can comprise the customer service system, wherein, the customer service system is at the operational factor request of index watch-dog and at least one operational factor of returning can comprise at least a among the following parameters:
Client's repetitive requests number, client repeat to complain number, the disposable fix-rate of seat, seat to represent to be complained number, worker singly exceed the time limit number, single dissatisfied number and the customer satisfaction handled of worker.
Need to prove that the operational factor that gets access to from the CTI system usually in the embodiment of the invention is to call out index parameter, the operational factor that gets access to from the customer service system is the operational indicator parameter.
The index watch-dog sends the operational factor request to call center's component devices in the embodiment of the invention, can adopt regular or real-time mode to carry out, adopt real-time mode more can satisfy the needs of promptness in call center's on-site supervision, can improve the in-situ processing efficient that solves various abnormal conditions than regular mode.
In the embodiment of the invention, watch-dog is when CTI system or customer service system obtain operational factor, can directly send the operational factor request of obtaining this operational factor, for example: send the request of calling out index parameter of obtaining to the CTI system, send the request of obtaining the operational indicator parameter to the customer service system; Call center's component devices (CTI system or customer service system) as the requested end can be according to the corresponding operational factor of this request feedback.
Specifically, in order to realize purpose of the present invention, need be in the embodiment of the invention at the different operational factors on call center's component devices, preestablish corresponding normal range (NR), the concrete establishing method of normal range (NR) can be according to call center's telephone traffic, business demand, system's busy extent, modes such as equipment operation load are determined, the embodiment of the invention is not done qualification to the concrete value of this predetermined normal range (NR), and whether the setting of operational factor normal range (NR) will take place with the operational factor that can determine each component devices of current call center based on actual conditions is purpose unusually.
In one embodiment of the invention, event trigger is searched the in-situ processing incident and the output of each misoperation parameter correspondence, may further include:
A, for each misoperation parameter, search the influencing factor set of this misoperation parameter correspondence;
B, for each influencing factor, gather the currency of this influencing factor, and when judging that this currency is in outside its corresponding preset normal range (NR), this influencing factor be labeled as abnormal cause;
C, with the abnormal cause determined in-situ processing incident as this misoperation parameter.
In one embodiment of the invention, influencing factor comprises at least a among the following factors: the resource input amount; And/or, the accident amount.For example, operator's quantity is an influencing factor that influences call center's call completing rate as a kind of resource input amount, the usefulness that how much directly influences the call center of operator's quantity.Again for example, the quantity of the marketing task of interim arrangements is an influencing factor that influences call center's call completing rate as the accident amount, and what of telemarketing generic task directly influence the promptness of call center to incoming call request processing.
Owing to cause the unusual influencing factor of operational factor a lot, therefore when the index watch-dog notes abnormalities operational factor, need search the influencing factor set of this misoperation parameter correspondence by event trigger, so that further determine the basic reason that causes operational factor unusual.
Specifically, the step of determining the influencing factor relevant with operational factor comprises:
Determine relative influencing factor set at the operational factor of call center's component devices in advance;
Preestablish its normal range (NR) at each influencing factor among the influencing factor set of determining.
Next, just can formulate corresponding in-situ processing incident at each influencing factor.Each influencing factor can corresponding one or more in-situ processing incidents in the embodiment of the invention.
Specifically, when watch-dog in the process that operational factor is monitored, finding has certain operational factor to exceed predefined normal range (NR), therefore this operational factor is labeled as the misoperation parameter; For the basic reason of determining accurately to cause this operational factor unusual, can determine at first and the influencing factor set of this misoperation parameter correlation that wherein, the influencing factor in the influencing factor set can be for one or more; Owing to set normal range (NR) at each influencing factor in advance, therefore can determine whether it is the basic reason that causes this operational factor unusual by the mode of judging one by one, when the currency of determining certain or some influencing factors has exceeded predefined normal range (NR), this influencing factor is labeled as abnormal cause, has just constituted the in-situ processing incident of this misoperation parameter at all abnormal causes of each misoperation parameter acquisition.
In one embodiment of the invention, for each misoperation parameter and corresponding in-situ processing incident thereof, described method may further include: task manager passes through this misoperation parameter of at least a output and the corresponding in-situ processing incident thereof among the following manner:
(1) the notice Workflow system generates waiting task worker list according to described in-situ processing incident, and sends to spot dispatch, so that described waiting task worker is singly handled;
(2) notice notice information system shows the processing person liable of all departments with current call center's misoperation parameter and in-situ processing incident in the mode of notice information;
(3) by the in-situ processing incident of warning system, alarm in the mode of note or instant message with current call center's misoperation parameter correspondence.
Specifically, export in the process of this misoperation parameter and corresponding in-situ processing incident thereof adopting Workflow system, need be with each in-situ processing incident in time to relevant staff's issue, so that can directly or indirectly handle the in-situ processing incident with the misoperation parameter correlation timely, guarantee the regular traffic of call center; For example: when the major influence factors of determining to cause the misoperation parameter is that seat (human resources) is when not enough, it is single to generate on-site supervision task worker by Workflow system, and send to spot dispatch, so that solve abnormal index by the scheduling of carrying out human resources;
Adopting the notice information system to export in the process of this misoperation parameter and corresponding in-situ processing incident thereof, current call center's misoperation parameter and in-situ processing incident can be informed the processing person liable of each department in the mode of notice information, so that obtain the relevant personnel's concern;
Adopt warning system that current call center's misoperation parameter and in-situ processing incident are carried out alarming processing, alarm, can satisfy the requirement of promptness by the mode of short message or instant message.
As shown in Figure 2, based on above-mentioned method embodiment shown in Figure 1, the embodiment of the invention proposes a kind of call center on-site monitoring equipment, can comprise following functional module:
Index watch-dog 21 is used for sending the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns; For at least one operational factor of receiving, when wherein at least one of judgement is in outside its corresponding preset normal range (NR), this operational factor is labeled as the misoperation parameter;
As seen, call center's on-site monitoring equipment that the invention described above embodiment provides can in time be found the unusual of operational factor on call center's component devices in call center's on-site supervision, improve the efficient and the quality of existing call center on-site supervision.
In one embodiment of the invention, described call center's component devices to be monitored comprises the compuphone integral system, and its at least one operational factor of returning comprises at least a among the following parameters:
Call center's call volume, the whole call completing rate in call center, the percent of call lost, each skill queue wait number, agents state, overlength are shown busy and super long call rate.
In one embodiment of the invention, described call center's component devices to be monitored comprises the customer service system, and its at least one operational factor of returning comprises at least a among the following parameters:
Client's repetitive requests number, client repeat to complain number, the disposable fix-rate of seat, seat to represent to be complained number, worker singly exceed the time limit number, single dissatisfied number and the customer satisfaction handled of worker.
Need to prove that the method embodiment of Fig. 1 obtains because the embodiment of the invention is based on, therefore identical among the correlation technique details of operational factor and call center's component devices and Fig. 1 embodiment, do not give unnecessary details at this.
As shown in Figure 3, in one embodiment of the invention, each functional module of above-mentioned call center on-site monitoring equipment can also comprise following submodule:
In one embodiment of the invention, described influencing factor comprises at least a among the following factors: the resource input amount; And/or accident amount.
In one embodiment of the invention, for each misoperation parameter and corresponding in-situ processing incident thereof, at least a output this misoperation parameter and the corresponding in-situ processing incident thereof of task manager 23 in the following way:
It is single by Workflow system described in-situ processing incident to be generated the waiting task worker, and sends to spot dispatch, so that described waiting task worker is singly handled;
With current call center's misoperation parameter and in-situ processing incident, show the processing person liable of all departments by the notice information system in the mode of notice information;
By the in-situ processing incident of warning system, alarm in the mode of note or instant message with current call center's misoperation parameter correspondence.
Need to prove, the method of Fig. 1 embodiment obtains in view of the embodiment of the invention is based on, therefore the function of each module is corresponding with the function of each step among Fig. 1 method embodiment in the embodiment of the invention, specifically can be referring to the associated description of above-mentioned Fig. 1 method embodiment.
As shown in Figure 4, the embodiment of the invention also provides a kind of call center on-site supervision system, comprises call center's component devices 42, also comprises:
Call center's on-site monitoring equipment 41 is used for sending the operational factor request to call center's component devices to be monitored 42, and receives at least one operational factor that call center's component devices 42 to be monitored returns; For at least one operational factor of receiving, when wherein at least one of judgement is in outside its corresponding preset normal range (NR), this operational factor is labeled as the misoperation parameter; For each misoperation parameter that described index watch-dog is determined, search its corresponding in-situ processing incident, and the in-situ processing incident of exporting described misoperation parameter and finding.
Should note, although Fig. 4 only shows call center's component devices, it is that the scope of technical solution of the present invention is not subjected to the influence of quantity shown in Figure 4 by the decision of the complexity of call center that but those skilled in the art should be understood that the quantity of this call center's component devices.In the specific implementation process, can a plurality of component devices of its inside be monitored at the concrete condition of call center.
Need to prove that Fig. 4 embodiment call center on-site supervision system has contained call center's on-site monitoring equipment and the call center's component devices of describing among Fig. 2 and Fig. 3 embodiment, so related art scheme can not given unnecessary details referring to the foregoing description herein.
Further illustrate call center's on-site supervision method, equipment and call center that the embodiment of the invention provides below.The flow process of specific implementation is as follows: 501, the index watch-dog obtains the operational factor of call center's component devices;
Be specially: the index watch-dog sends the operational factor request to CTI system (call center's component devices to be monitored), and receives at least one operational factor that the CTI system returns;
502: the index watch-dog determines whether operational factor is unusual, and when unusual the misoperation parameter is sent to event trigger;
Be specially: for each operational factor of receiving, the index watch-dog is according to judging at the normal range (NR) of this operating parameter setting in advance, when definite this operational factor is in outside its corresponding preset normal range (NR), this operational factor is labeled as the misoperation parameter;
For example, the index watch-dog is judged the numerical value of the 15s skill queue call completing rate (operational factor) that gets access to less than predetermined normal value, and it is unusual to determine that therefore this 15s skill queue call completing rate takes place;
503, for each misoperation parameter, event trigger is searched its corresponding in-situ processing incident;
Be specially, for each misoperation parameter, event trigger (being specially the parameter decision unit in the event trigger) is searched the influencing factor set of this misoperation parameter correspondence; For each influencing factor, event trigger is gathered the currency of this influencing factor, and when judging that this currency is in outside its corresponding preset normal range (NR), this influencing factor is labeled as abnormal cause; Event trigger (being specially the incident generation unit in the event trigger) is with the abnormal cause that the obtains in-situ processing incident as this misoperation parameter.
Further, the influencing factor relevant with misoperation parameter " 15s skill queue call completing rate " comprises in the embodiment of the invention: current number of seats, the marketing task amount etc. of logging on;
The currency that event trigger will influence each influencing factor (the current number of seats etc. that logs on) of 15s skill queue call completing rate compares with the corresponding preset normal range (NR) respectively;
For example: event trigger compares the number of seats (statistical value that sets in advance) of actual needs under the currency of the current number of seats that logs on and historical average or the regular situation, can not satisfy the response requirement if can determine the number of seats that logs on, then should currently log on number of seats, thereby draw in-situ processing incident (being the current number of seats that logs on) as abnormal cause.
Again for example, event trigger will be marketed, and actual marketing task amount (statistical value that sets in advance) compares under the currency of task amount and historical average or the regular situation, the task amount too high (the marketing affairs too much cause the incoming call request to can not get handling timely causing call completing rate to reduce) if can determine to market, then should market task amount as abnormal cause, thereby drew in-situ processing incident (task amount of promptly marketing).
504, event trigger mails to task manager with the in-situ processing incident that finds.
505, the task manager in-situ processing incident exporting this misoperation parameter and find.For example, task manager output abnormality operational factor 15s skill queue call completing rate, and current number of seats and the marketing task amount of logging on of in-situ processing incident.
Concrete, the in-situ processing incident that task manager can promptly find by at least a output abnormality operational factor in following three kinds of modes:
It is single by Workflow system described in-situ processing incident to be generated the waiting task worker, and sends to spot dispatch, so that described waiting task worker is singly handled;
With current call center's misoperation parameter and in-situ processing incident, show the processing person liable of all departments by the notice information system in the mode of notice information;
By the in-situ processing incident of warning system, alarm in the mode of note or instant message with current call center's misoperation parameter correspondence.
Further, task manager is after the in-situ processing incident of determining misoperation parameter correspondence, in order to guarantee that this in-situ processing incident can be in time processed, can pass through one or more modes in Workflow system, notice information system and the warning system, issue, specifically depend on the in-situ processing incident and the corresponding processing method of generation.
Such as, in embodiments of the present invention:
(1) generate relevant alarming assignment when " the marketing task causes traffic to increase sharply " according to the in-situ processing incident when task manager, it is low and cause the information of reason to be alarmed by modes such as short message SMS, instant messaging IM will to comprise 15s skill queue call completing rate by warning system;
(2) when task manager generates the human resources scheduler task according to the in-situ processing incident, can send scheduler task to call center seat scheduling personnel by Workflow system; Also can when generating startup jury task " startup off-line queuing task ", task manager send the task of starting emergency function to the system maintenance personnel by Workflow system;
(3) task manager can be informed the director of various piece with the form of notice information by notice information system operational factor and in-situ processing incident that current call center is unusual, so that cause concern.
By the technical scheme of the invention described above embodiment as can be known, a kind of call center's on-site supervision of embodiment of the invention method, equipment and call center, according to default operational factor normal range (NR) the operational factor of call center's component devices of getting access to is judged, can in time determine the misoperation parameter, simultaneously, influencing factor to the misoperation parameter is judged, thereby can determine to cause the basic reason of misoperation parameter more accurately, by basic reason being generated relevant in-situ processing incident and issue in time, effectively raise the effect and the quality of the on-site supervision of existing call center, simultaneously, owing to reduced too much manual intervention in the embodiment of the invention, can satisfy of the requirement of in-situ processing incident in call center's to promptness.
One of ordinary skill in the art will appreciate that all or part of flow process that realizes in the foregoing description method, be to instruct relevant hardware to finish by computer program, described program can be stored in the computer read/write memory medium, this program can comprise the flow process as the embodiment of above-mentioned each side method when carrying out.Wherein, described storage medium can be magnetic disc, CD, read-only storage memory body (Read-Only Memory, ROM) or at random store memory body (Random Access Memory, RAM) etc.
The above; only for the preferable embodiment of the present invention, but protection scope of the present invention is not limited thereto, and anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; the variation that can expect easily or replacement all should be encompassed within protection scope of the present invention.Therefore, protection scope of the present invention should be as the criterion with the protection range of claim.
Claims (13)
1. call center's on-site supervision method is characterized in that, comprising:
The index watch-dog sends the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns; For at least one operational factor of receiving, when the index watch-dog is in outside its corresponding preset normal range (NR) in wherein at least one of judgement, this operational factor is labeled as the misoperation parameter;
For each misoperation parameter, event trigger is searched its corresponding in-situ processing incident;
The in-situ processing incident that task manager is exported this misoperation parameter and found.
2. on-site supervision method in call center's according to claim 1 is characterized in that, and is described for each misoperation parameter, and event trigger is searched its corresponding in-situ processing incident, further comprises:
For this misoperation parameter, event trigger is searched the influencing factor set of this misoperation parameter correspondence;
For each influencing factor among the influencing factor set of finding, event trigger is gathered the currency of this influencing factor, and when judging that this currency is in outside its corresponding preset normal range (NR), this influencing factor is labeled as abnormal cause;
Event trigger is with the in-situ processing incident of definite abnormal cause as this misoperation parameter.
3. on-site supervision method in call center's according to claim 2 is characterized in that, described influencing factor comprises at least a among the following factors:
The resource input amount;
The accident amount.
4. according to each described call center's on-site supervision method in the claim 1 to 3, it is characterized in that, described index watch-dog sends the operational factor request to call center's component devices to be monitored, and receive at least one operational factor that call center's component devices to be monitored returns, further comprise: described index watch-dog sends the operational factor request to the compuphone integral system, and receives at least a among the following operational factor that this compuphone integral system returns:
Call center's call volume, the whole call completing rate in call center, the percent of call lost, each skill queue wait number, agents state, overlength are shown busy and super long call rate.
5. according to each described call center's on-site supervision method in the claim 1 to 3, it is characterized in that, described index watch-dog sends the operational factor request to call center's component devices to be monitored, and receive at least one operational factor that call center's component devices to be monitored returns, further comprise: described index watch-dog sends the operational factor request to the customer service system, and receives at least a among the following operational factor that the customer service system returns:
Client's repetitive requests number, client repeat to complain number, the disposable fix-rate of seat, seat to represent to be complained number, worker singly exceed the time limit number, single dissatisfied number and the customer satisfaction handled of worker.
6. on-site supervision method in call center's according to claim 3 is characterized in that, the in-situ processing incident that described task manager finds by at least a output among the following manner:
Described task manager notice Workflow system generates the single and output of waiting task worker according to described in-situ processing incident;
The described in-situ processing incident of described task manager notice notice information system's foundation generates notice information and output;
Described task manager notice warning system generates short message or instant message according to described in-situ processing incident and sends.
7. call center's on-site monitoring equipment is characterized in that, comprising:
The index watch-dog is used for sending the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns; For at least one operational factor of receiving, when wherein at least one of judgement is in outside this operational factor corresponding preset normal range (NR), this operational factor is labeled as the misoperation parameter;
Event trigger is used for searching its corresponding in-situ processing incident for each definite misoperation parameter of described index watch-dog;
Task manager is used to the in-situ processing incident of exporting described misoperation parameter and finding.
8. call center according to claim 7 on-site monitoring equipment is characterized in that, described event trigger further comprises:
The parameter decision unit is used for for each misoperation parameter, searches the influencing factor set of this misoperation parameter correspondence; For each influencing factor among the influencing factor set of finding, gather the currency of this influencing factor, and when judging that this currency is in outside its corresponding preset normal range (NR), this influencing factor is labeled as abnormal cause;
The incident generation unit is used for the in-situ processing incident of the abnormal cause that described parameter decision unit is definite as this misoperation parameter.
9. call center according to claim 8 on-site monitoring equipment is characterized in that, described influencing factor comprises at least a among the following factors:
The resource input amount;
The accident amount.
10. according to each described call center on-site monitoring equipment in the claim 7 to 9, it is characterized in that, described call center's component devices to be monitored comprises the compuphone integral system, and at least one operational factor that this compuphone integral system returns comprises at least a among the following parameters:
Call center's call volume, the whole call completing rate in call center, the percent of call lost, each skill queue wait number, agents state, overlength are shown busy and super long call rate.
11. according to each described call center on-site monitoring equipment in the claim 7 to 9, it is characterized in that, described call center's component devices to be monitored comprises the customer service system, and at least one operational factor that this customer service system returns comprises at least a among the following parameters:
Client's repetitive requests number, client repeat to complain number, the disposable fix-rate of seat, seat to represent to be complained number, worker singly exceed the time limit number, single dissatisfied number and the customer satisfaction handled of worker.
12. call center according to claim 9 on-site monitoring equipment is characterized in that, described task manager is used for the in-situ processing incident that at least a output is in the following way found:
Described task manager notice Workflow system generates the single and output of waiting task worker according to described in-situ processing incident;
The described in-situ processing incident of described task manager notice notice information system's foundation generates notice information and output;
Described task manager notice warning system generates short message or instant message according to described in-situ processing incident and sends.
13. a call center comprises:
At least one call center's component devices,
It is characterized in that described call center also comprises:
Call center's on-site monitoring equipment is used for sending the operational factor request to call center's component devices to be monitored, and receives at least one operational factor that call center's component devices to be monitored returns; For at least one operational factor of receiving, when wherein at least one of judgement is in outside its corresponding preset normal range (NR), this operational factor is labeled as the misoperation parameter; For each misoperation parameter that described index watch-dog is determined, search its corresponding in-situ processing incident, and the in-situ processing incident of exporting described misoperation parameter and finding.
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102521718A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Operation monitoring device for an intelligent power customer service system |
| CN103281461A (en) * | 2013-04-26 | 2013-09-04 | 上海华东电脑股份有限公司 | Call center monitoring method, device and system |
| CN103475548A (en) * | 2013-09-30 | 2013-12-25 | 迈普通信技术股份有限公司 | Device and method for monitoring network device |
| CN105208226A (en) * | 2015-08-14 | 2015-12-30 | 上海银天下科技有限公司 | Service recording compliance check method and device |
| CN111885017A (en) * | 2020-07-06 | 2020-11-03 | 全时云商务服务股份有限公司 | Terminal offline response system, method, device, server and storage medium |
-
2010
- 2010-08-02 CN CN2010102435230A patent/CN102143287A/en active Pending
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102521718A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Operation monitoring device for an intelligent power customer service system |
| CN103281461A (en) * | 2013-04-26 | 2013-09-04 | 上海华东电脑股份有限公司 | Call center monitoring method, device and system |
| CN103475548A (en) * | 2013-09-30 | 2013-12-25 | 迈普通信技术股份有限公司 | Device and method for monitoring network device |
| CN105208226A (en) * | 2015-08-14 | 2015-12-30 | 上海银天下科技有限公司 | Service recording compliance check method and device |
| CN111885017A (en) * | 2020-07-06 | 2020-11-03 | 全时云商务服务股份有限公司 | Terminal offline response system, method, device, server and storage medium |
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