CN104301554A - Device and method used for detecting service quality of customer service staff - Google Patents
Device and method used for detecting service quality of customer service staff Download PDFInfo
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Abstract
The invention discloses a device and a method used for detecting service quality of customer service staff. The method comprises steps that: according to a preset quality detection plan, original conversation data required by quality detection is extracted from calls accessed to a calling center; according to preset quality detection standards, the original conversation data is analyzed to acquired more than one dimension value; according to preset weight corresponding to each dimension, weighted average on the more than one dimension value is carried out to acquire a quality detection result. The device comprises a management module, a storage module, a multi-media access module, a conversation extracting module, a conversation analyzing module and a weight scoring module. Compared the prior art, according to the method and the device, workload of a quality detector is reduced, the customer service staff is assisted in improving the service level, data in which service providers have interests can be stored according to demands to provide subsequent service data support.
Description
Technical field
The present invention relates to communication system, particularly relate to the device and method that a kind of service quality to contact staff carries out quality inspection.
Background technology
Due to the particularity of the product that call center produces, make call center in product quality problem, be faced with the difficulty higher than general enterprises.
Existing quality inspection mode mostly is is recorded as the service of contact staff is given a mark by the service of quality inspection personnel extraction contact staff.Under this quality inspection mode, quality inspection personnel can not be taken on the telephone to do to monitor to each and be analyzed, and does not have the overall understanding that enough manpowers and time have gone to serve contact staff, causes the problem of the imperfect of quality inspection and quality inspection personnel subjective judgement.
In addition, in today that social network develops rapidly, call center is also expanding to social network, due to the distinctive party of social network, can review, the feature such as convenient, network relation, the product that call center generates is no longer single voice, also may relate to microblogging, micro-letter, note, mail, video, voice, IM(Instant Messenger, instant messaging simultaneously) message etc., this brings very large workload, the puzzlement of complex relationship and the difficulty of criterion to quality inspection work.
Summary of the invention
A kind of service quality to contact staff is the object of the present invention is to provide to carry out the device and method of quality inspection, large and be not suitable with the defect of social network ins and outs to overcome existing quality inspection mode workload.
For solving the problem, the invention provides a kind of method that service quality to contact staff carries out quality inspection, comprising:
According to the quality inspection plan preset, from the calling at access calling center, extract the original session data needed for quality inspection;
According to the quality testing standard preset, to described original session data analysis, obtain the value of more than one dimension;
According to the weight that each dimension preset is corresponding, the value of described more than one dimension is weighted on average, obtains quality inspection result.
Further,
The quality inspection plan that described basis is preset, extracts the original session data needed for quality inspection, specifically comprises from the calling at access calling center:
According to the extraction conditions preset and the task of extraction, from the calling at access calling center, extract described original session data.
Further,
The described original session data extracted from the calling at access calling center needed for quality inspection, specifically comprise:
If described calling is video mode, then from video data, extract sound intermediate frequency data, and described voice data is converted to word, as described original session data;
If described calling is audible, then described voice data is converted to word, as described original session data;
If described calling is mode word, then using written communication content as described original session data.
Further,
The quality testing standard that described basis is preset, to described original session data analysis, obtains the value of more than one dimension, specifically comprises:
According to described default quality testing standard, go out relevant parameter from described original session extracting data and give a mark, obtain the value of more than one dimension;
Wherein, described more than one dimension at least comprises: any one in satisfaction, content health, term of courtesy, standard works, influence power, matching degree, stability, emotion parameter and definition or combination in any.
Further,
Describedly go out relevant parameter from described original session extracting data, comprising:
After decomposition that the calling at described access calling center is conversated, be placed into respectively by type in corresponding session pool, and generate session tree;
Wherein, type comprises: any one or combination in any in role, theme, access type and medium type.
Further,
Described generation session tree, specifically comprises:
To serve as theme generation chained list according to this session beginning and ending time, in chained list, point to video, audio frequency or word conversation recording relevant in different sessions pond, and the feedback information of user and contact staff.
Further, described method also comprises:
If judge, described quality inspection result meets alarm conditions, then send alarm to corresponding seat.
Further,
Described alarm conditions comprise: the value of described quality inspection result lower than the threshold values preset, or has the value of a dimension at least lower than threshold values corresponding to this dimension in the value of described more than one dimension.
Correspondingly, present invention also offers the device that a kind of service quality to contact staff carries out quality inspection, comprising:
Administration module, for providing human-computer interaction interface for Administrator quality inspection plan and quality testing standard; Wherein, more than one dimension is comprised in described quality testing standard;
Memory module, for preserving the described quality inspection plan and quality testing standard that are arranged by described administration module;
Multimedia access module, for by the call distribution at access calling center to idle seat;
Session extraction module, for according to the described quality inspection plan of preserving in described memory module, extracts the original session data needed for quality inspection from the calling at access calling center;
Conversation analysis module, for according to the described quality testing standard preserved in described memory module, to described original session data analysis, obtains the value of more than one dimension;
Weight scoring modules, for according to weight corresponding to each dimension preset, is weighted on average the value of the more than one dimension that described conversation analysis module obtains, obtains quality inspection result.
Further,
The described quality inspection of preserving in described memory module comprises extraction conditions and extraction task in the works;
Described session extraction module is used for from the calling at access calling center, extracting described original session data according to described extraction conditions and extraction task.
Further, described device also comprises:
Session decomposing module, for when described calling is video mode, extracts sound intermediate frequency data, and described voice data is converted to word from video data, as described original session data; Also for when described calling is audible, described voice data is converted to word, as described original session data; Also for when described calling is mode word, using written communication content as described original session data.
Further,
Described conversation analysis module is used for according to the described quality testing standard preserved in described memory module, to described original session data analysis, obtains the value of more than one dimension, specifically comprises:
Described conversation analysis module is used for according to described default quality testing standard, goes out relevant parameter and gives a mark, obtain the value of more than one dimension from described original session extracting data;
Wherein, described more than one dimension at least comprises: any one in satisfaction, content health, term of courtesy, standard works, influence power, matching degree, stability, emotion parameter and definition or combination in any.
Further, described device also comprises:
Session decomposing module, for after the decomposition that conversates to the calling at described access calling center, is placed in corresponding session pool by type respectively, and generates session tree;
Wherein, type comprises: any one or combination in any in role, theme, access type and medium type.
Further,
Described session decomposing module, for generating session tree, specifically comprises:
Described session decomposing module, for generation chained list of serving as theme according to this session beginning and ending time, points to video, audio frequency or word conversation recording relevant in different sessions pond in chained list, and the feedback information of user and contact staff.
Further, described device also comprises:
Alarm prompting module, for when judging that described quality inspection result meets alarm conditions, sends alarm to corresponding seat.
Further,
Described alarm prompting module judges that described quality inspection result meets alarm conditions, specifically comprise: described alarm prompting module judges that the value of described quality inspection result is lower than the threshold values preset, or in the value of described more than one dimension, has the value of a dimension at least lower than threshold values corresponding to this dimension.
Compared with prior art, present invention reduces the workload of quality inspection personnel, auxiliary contact staff improves service level, and can according to operator need interested data are preserved, to provide the support in follow-up service data.
Accompanying drawing explanation
Fig. 1 is the method flow diagram in the embodiment of the present invention, the service quality of contact staff being carried out to quality inspection;
Fig. 2 is the apparatus structure schematic diagram in the embodiment of the present invention, the service quality of contact staff being carried out to quality inspection.
Embodiment
For making the object, technical solutions and advantages of the present invention clearly understand, hereinafter will be described in detail to embodiments of the invention by reference to the accompanying drawings.It should be noted that, when not conflicting, the embodiment in the application and the feature in embodiment can combination in any mutually.
In the present embodiment, a kind of service quality to contact staff carries out the method for quality inspection, as shown in Figure 1, comprising:
According to the quality inspection plan preset, from the calling at access calling center, extract the original session data needed for quality inspection;
According to the quality testing standard preset, to above-mentioned original session data analysis, obtain the value of more than one dimension;
According to the weight that each dimension preset is corresponding, the value of above-mentioned more than one dimension is weighted on average, obtains quality inspection result.
Particularly, said extracted and analytic process can comprise:
Step 1, media extract, and specifically comprise:
From session data, corresponding information is extracted according to the extraction conditions preset.The extracting mode adopted includes but not limited to: extract real-time and extracting from memory module, extract real-time is mainly extracted certain seat, certain session in real time by real time access interface, extracts and be mainly applicable to extract the not high session of requirement of real-time or historical session data from memory module;
Step 2, session are decomposed, and specifically comprise:
According to the dimension preset, the session extracted is decomposed, place in corresponding resource pool simultaneously, generate session tree according to Session Time stream, analyze for analysis module.Wherein, above-mentioned default dimension includes but not limited to: any one or combination in any in theme, scene, time period, conversation role, access type, medium type;
Step 3, conversation analysis, specifically comprise:
To conversate analysis according to the quality testing standard set, its index analyzed includes but not limited to: any one in session accuracy, satisfaction, health, courtesy, time, theme, place, character personality (background, industry, interest, sex, region etc.), complexity, stability, inter-dialog gap, session ratio, contextual analysis, object, type (consulting, suggestion, complaint, business handling, Shen announcement etc.), mood (glad, gentle, angry, detest), keyword and duration or combination in any.
In addition, for every data that previous step analyzes, marking need be carried out according to weight and certain algorithm and gather, draw quality inspection result, the algorithm adopted can be default configuration on this device, also can be that the special interface provided by administration module by quality inspection personnel is set.
After obtaining quality inspection result, alarm can also be carried out to corresponding contact staff or relevant supervisor according to quality inspection result, for online quality inspection in real time, extremely contact staff is pointed out immediately if existed, for the quality inspection result of historical session data, message can be sent and carry out confirming or would stating to corresponding contact staff and quality inspection personnel.
Below in conjunction with accompanying drawing, the present invention is further described.
In the present embodiment, a kind of service quality to contact staff carries out the device of quality inspection, as shown in Figure 2, comprising:
Administration module: human-computer interaction interface is provided, quality inspection parameter (at least comprising: the relevant configuration information of quality testing standard, quality inspection plan and quality inspection needs) and all kinds of inquiry, editor, artificial scoring are set for quality inspection personnel, state the functions such as flow processing, and the quality inspection parameter set correspondingly is distributed in session extraction module, session decomposing module, conversation analysis module and weight scoring modules; Wherein: quality testing standard can comprise: the project, weight etc. of dimension, algorithm, formula, examination, for decomposition, analysis and marking; Quality inspection plan simply can be interpreted as that media extract task, extraction conditions Sum fanction;
Memory module: be mainly used in every quality inspection parameter, original session data and quality inspection result data etc. that preservation quality inspection personnel is arranged by administration module;
Multimedia access module: after the calling of user is linked into call center by primary responsibility, then be distributed to idle seat, session data is saved in memory module, and provide real time access interface to extract session information for session extraction module.Simultaneously also for collecting user related information data, deriving from the objective data had about this session that seat side contact staff fills on the one hand, as: calling reason, theme, discussion type, the need of follow-up follow-up etc.; User related information is obtained on the other hand by client, as: any one or combination in any in user context, industry, interest, sex, region, frequent activity degree, bean vermicelli and concern number, this kind of mode is applicable to user and is made a call to call center by the ad hoc mode logging in social network;
Session extraction module: for extracting original session data needed for quality inspection according to the quality inspection plan preset from the real time access interface that memory module or multimedia access module provide.Wherein, a quality inspection comprises more than one extraction task in the works, and each extraction task must carry out information extraction according to the rule of extraction conditions setting;
Session decomposing module: classify for the original session data needed for the quality inspection that extracts session extraction module, decompose, be placed in different session pool by role, theme, access type etc., and generate session tree.Illustrate: above-mentioned original session data are split herein, first press video, voice, the different media types such as word are carried out classifying and are put in different session pool, audio extraction is carried out for video, text conversion is carried out to voice, to the content of word according to user, the roles such as contact staff are separated, finally be kept in different session pool, to serve as theme generation chained list according to this session beginning and ending time while session content is separated, video relevant in different sessions pond is pointed in chained list, audio frequency and word conversation recording, and the feedback information of user and contact staff.Each session all generates such chained list, i.e. session tree.
Conversation analysis module: for the analysis that conversates according to the quality testing standard preset, its index analyzed includes but not limited to: session accuracy, satisfaction, comprehensive, healthy, courtesy, theme, time, place, character personality (background, industry, interest, sex, region etc.), complexity, stability inter-dialog gap, session ratio, contextual analysis, object, type (consulting, suggestion, complain, business handling, Shen is accused etc.), mood is (angry, glad, gentle, detest), keyword analyses, duration, any one or combination in any in speech analysis, and using the input of multiple dimension values of obtaining after analyzing as weight scoring modules,
Specifically comprise further in this module:
Media Analysis submodule, is mainly used in analyzing mood, definition etc.From audio frequency or extract word speed, average pitch, pitch range, intensity, sound quality, fundamental tone change, definition etc. from the audio frequency that video extraction goes out, draw the emotion parameters such as happiness, gentle, angry, detest and tell word definition parameter.
Table 1 emotion parameter score interval table
| Glad | Gentle | Angry | Detest |
| [100,80） | [80,60） | [60,40） | [40,0] |
Table 2 definition parameter score interval table
| Accurately | Clear | Normally | Ambiguous |
| [100,80） | [80,60） | [60,40） | [40,0] |
Quality testing standard submodule, some users being mainly used in being arranged by administration module are concerned about and common analysis indexes is analyzed session, as: any one in session accuracy, satisfaction, contents health and standardization or combination in any.For quality inspection afterwards, satisfaction mainly comes from the feedback data of user, and these data are obtained by user or contact staff by selecting setting options and record in a storage module; For real-time quality inspection, then can ignore this parameter.The project of the examination that contents health and standardization Main Basis administration module are arranged and algorithm are analyzed, as whether talked about content health, term of courtesy, standard works (as without spoken, repetition topic, dialect etc.) etc., its realization is mainly got by the sieve of keyword, and carry out Classifying Sum according to the healthy keyword of content, term of courtesy keyword, standard works keyword, analyze again after prior art all can being adopted to transfer content of text to for the dialogue in video, voice.
Environmental analysis submodule, for adopting a layer Content Analysis Method, Main Analysis: theme, time, place, character personality (background, industry, interest, sex, region etc.), frequent activity degree, influence power, object and type (consulting, suggestion, complain, business handling, Shen announcement etc.) in any one or combination in any, secondary clearing method or method of comparison can also be adopted, according to session tree, context is analyzed, difference between a upper session and next session is compared, Analysis of Complex, stability, inter-dialog gap, session ratio etc., calculate the weight of each layer conversation element about standard simultaneously.
Wherein, influence power calculates by frequent activity degree, friend's number, bean vermicelli number or concern number, and influence power is larger at most for friend's number, bean vermicelli number and concern number.Wherein frequent activity degree is by obtaining with under type: for adopting the mode access calling center such as microblogging, micro-letter, IM instant message, mail, the real-time interface provided by multimedia access module is from client obtaining information renewal frequency, mail frequency of utilization etc.; For by the mode such as video, voice access calling center, add up its historical record number or directly get system default value.
According to theme, object, the type of this calling of user, the dimension such as background, industry, interest, sex, region, session content of time, place and user, existing algorithm can be adopted to draw the matching degree of this session, as: the matching degree drawing content and theme based on the cosine-algorithm of space vector is combined by word frequency.
The session content of different role in session pool is taken out according to medium type and session tree, contrast upper and lower Session Time interval, session ratio analyzes stability, the time interval is more evenly more stable, the session ratio of user and contact staff is more close more stable, and its correspondence of getting of IM instant message as shown in table 3 is shown.
Its correspondence of getting of table 3IM instant message is shown
Weight scoring modules: for the setting according to administration module, carries out weight marking to every dimension values that conversation analysis module exports, the quality inspection result obtained and every dimension values is saved in memory module, and sends to alarm prompting module.
To illustrate simple computation mode but be not limited to herein:
Satisfaction score: basis divides 80 points, full marks 100 points; Be mainly derived from user's scoring, as: be discontented with very much and mean 50, be discontented with and mean 60, be generally 70, comparatively satisfaction is 80, and satisfaction is 90, and very satisfaction is 100;
The healthy score of content: basis is divided into 80 points, and 100 are divided into full marks, when contact staff has unhealthy keyword, each 5 points, button, until 0 point;
Term of courtesy score: basis is divided into 80 points, 100 are divided into full marks, when contact staff does not have rude term, often occur that a term of courtesy adds 5 points, until full marks, if there is rude term, occur 5 points, a button, until 0 point;
Standard works score: basis is divided into 80 points, 100 is full marks, if term lack of standardization appears in contact staff, occurs 5 points, a button, until 0 point;
Influence power score: basis is divided into 80 points, 100 is full marks, according to medium type and user frequent activity degree, friend's number, bean vermicelli number or pay close attention to any one or combination in any in number and calculate, as: with 100 people for calculating basis (being not enough to calculate by radix), corresponding influence power is 80 points, often exceed radix 50 people and add 1 point, until full marks 100 points;
Matching degree score: basis is divided into 80 points, 100 are divided into full marks, and its value is matching degree * 100 points, and wherein matching degree is the percent value that environmental analysis submodule draws;
Stability score: basis is divided into 80 points, 100 are divided into full marks, obtain corresponding score value according to the time interval and the corresponding table of session ratio;
Emotion parameter score: basis is divided into 80 points, 100 are divided into full marks, obtain score value according to emotion parameter interval table;
Articulation score: basis is divided into 80 points, 100 are divided into full marks, obtain score value according to definition parameter value interval table;
Contact staff's final score is: (satisfaction score * k1+ content healthy score * k2+ term of courtesy score * k3+ standard works score * k4+ influence power score * k5+ matching degree score * k6+ stability score * k7+ emotion parameter score * k8+ articulation score * k9)/9.
Wherein k1 ~ k9 is the score proportional roles arranged parameters by administration module, obtains sub-item and be not limited to above-mentioned listed item in this example, and the corresponding medium type do not related to only can get basis point.
Alarm prompting module: after receiving the quality inspection result that weight scoring modules sends, as judged, the score value of this quality inspection result is lower than the threshold values arranged by administration module, or when the score of the project of paying close attention to of being specified by administration module is lower than the minimum threshold values preset, prompting and alarm are sent to related personnel, if the contact staff that this time session relates to is online, then be pushed to seat side immediately, if not online, then informed by alternate manner, as note, mail or the mode such as to point out when next contact staff logs in seat.
Message interaction process between modules and submodule thereof, comprising:
Step one: quality inspection personnel login management module, system parameters is set, and session extraction, session decomposition, conversation analysis, weight scoring modules relevant parameter, as: extraction conditions and extract task, dimension, isolation, analysis dimension and analytical method, dimension weight arranges and computing formula etc.Administration module while these parameters are saved in memory module active push to correlation module;
Step 2: user is linked into call center, idle seat is accessed by multimedia access module, contact staff fills in calling cause type, theme etc., the information of session content and contact staff's record is sent in memory module and preserves by multimedia access module, and multimedia access module provides real-time session data for session extraction module simultaneously;
Step 3: the extraction conditions that session extraction module is sent according to administration module and extraction task, extracts original session data in real time or the real time access interface that provides from multimedia access module of timing or memory module, sends into session decomposing module and analyze;
Step 4: the original session data that session extraction module extracts by session decomposing module are decomposed by the condition of role, calling reason, any one or the combination in any come in call type, theme and medium type, session tree is generated to each logical session simultaneously, be kept at respectively in session pool;
Step 5: conversation analysis module scans session pool, every session tree and session content thereof to be conversated analysis according to the quality testing standard that administration module is sent, extract marking relevant dimension value, include but not limited to: any one in satisfaction, content health, term of courtesy, standard works, influence power, matching degree, stability, emotion parameter and definition or combination in any;
Step 6: the computing formula that weight scoring modules is sent according to administration module or weighted value corresponding to each dimension, carrying out weight marking, the quality inspection result just obtained and every dimension values to every dimension values of conversation analysis module output is saved in memory module, if quality inspection in real time, then quality inspection result and every dimension values are sent to alarm prompting module;
Step 7: alarm prompting module receives after weight scoring modules sends quality inspection result and every dimension values, according to the threshold values that administration module is sent, as judged, this score value belongs to abnormal data, then send corresponding prompting and alarm to corresponding seat, if contact staff is online, be then pushed to seat side immediately, if not online, then informed by alternate manner, as pointed out when note, mail or next contact staff log in seat.
Step 8: when contact staff receives real-time reminding, warning information, frame of reference alerting item, improves service level.The quality inspection result that contact staff can also be correlated with by administration module inquiry, if contentious to quality inspection result, can initiate statement, quality inspection personnel or related management personnel carry out examination & verification at administration module and can revise relevant quality inspection result.
The all or part of step that one of ordinary skill in the art will appreciate that in said method is carried out instruction related hardware by program and is completed, and described program can be stored in computer-readable recording medium, as read-only memory, disk or CD etc.Alternatively, all or part of step of above-described embodiment also can use one or more integrated circuit to realize.Correspondingly, each module/unit in above-described embodiment can adopt the form of hardware to realize, and the form of software function module also can be adopted to realize.The present invention is not restricted to the combination of the hardware and software of any particular form.
The foregoing is only the preferred embodiments of the present invention, be not intended to limit protection scope of the present invention.According to summary of the invention of the present invention; also can there be other various embodiments; when not deviating from the present invention's spirit and essence thereof; those of ordinary skill in the art are when making various corresponding change and distortion according to the present invention; within the spirit and principles in the present invention all; any amendment of doing, equivalent replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (16)
1. the service quality of contact staff is carried out to a method for quality inspection, comprising:
According to the quality inspection plan preset, from the calling at access calling center, extract the original session data needed for quality inspection;
According to the quality testing standard preset, to described original session data analysis, obtain the value of more than one dimension;
According to the weight that each dimension preset is corresponding, the value of described more than one dimension is weighted on average, obtains quality inspection result.
2. the method for claim 1, is characterized in that:
The quality inspection plan that described basis is preset, extracts the original session data needed for quality inspection, specifically comprises from the calling at access calling center:
According to the extraction conditions preset and the task of extraction, from the calling at access calling center, extract described original session data.
3. method as claimed in claim 1 or 2, is characterized in that:
The described original session data extracted from the calling at access calling center needed for quality inspection, specifically comprise:
If described calling is video mode, then from video data, extract sound intermediate frequency data, and described voice data is converted to word, as described original session data;
If described calling is audible, then described voice data is converted to word, as described original session data;
If described calling is mode word, then using written communication content as described original session data.
4. the method for claim 1, is characterized in that:
The quality testing standard that described basis is preset, to described original session data analysis, obtains the value of more than one dimension, specifically comprises:
According to described default quality testing standard, go out relevant parameter from described original session extracting data and give a mark, obtain the value of more than one dimension;
Wherein, described more than one dimension at least comprises: any one in satisfaction, content health, term of courtesy, standard works, influence power, matching degree, stability, emotion parameter and definition or combination in any.
5. method as claimed in claim 4, is characterized in that:
Describedly go out relevant parameter from described original session extracting data, comprising:
After decomposition that the calling at described access calling center is conversated, be placed into respectively by type in corresponding session pool, and generate session tree;
Wherein, type comprises: any one or combination in any in role, theme, access type and medium type.
6. method as claimed in claim 5, is characterized in that:
Described generation session tree, specifically comprises:
To serve as theme generation chained list according to this session beginning and ending time, in chained list, point to video, audio frequency or word conversation recording relevant in different sessions pond, and the feedback information of user and contact staff.
7. the method for claim 1, is characterized in that, also comprises:
If judge, described quality inspection result meets alarm conditions, then send alarm to corresponding seat.
8. method as claimed in claim 7, is characterized in that:
Described alarm conditions comprise: the value of described quality inspection result lower than the threshold values preset, or has the value of a dimension at least lower than threshold values corresponding to this dimension in the value of described more than one dimension.
9. the service quality of contact staff is carried out to a device for quality inspection, comprising:
Administration module, for providing human-computer interaction interface for Administrator quality inspection plan and quality testing standard; Wherein, more than one dimension is comprised in described quality testing standard;
Memory module, for preserving the described quality inspection plan and quality testing standard that are arranged by described administration module;
Multimedia access module, for by the call distribution at access calling center to idle seat;
Session extraction module, for according to the described quality inspection plan of preserving in described memory module, extracts the original session data needed for quality inspection from the calling at access calling center;
Conversation analysis module, for according to the described quality testing standard preserved in described memory module, to described original session data analysis, obtains the value of more than one dimension;
Weight scoring modules, for according to weight corresponding to each dimension preset, is weighted on average the value of the more than one dimension that described conversation analysis module obtains, obtains quality inspection result.
10. device as claimed in claim 9, is characterized in that:
The described quality inspection of preserving in described memory module comprises extraction conditions and extraction task in the works;
Described session extraction module is used for from the calling at access calling center, extracting described original session data according to described extraction conditions and extraction task.
11. devices as described in claim 9 or 10, is characterized in that, also comprise:
Session decomposing module, for when described calling is video mode, extracts sound intermediate frequency data, and described voice data is converted to word from video data, as described original session data; Also for when described calling is audible, described voice data is converted to word, as described original session data; Also for when described calling is mode word, using written communication content as described original session data.
12. devices as claimed in claim 9, is characterized in that:
Described conversation analysis module is used for according to the described quality testing standard preserved in described memory module, to described original session data analysis, obtains the value of more than one dimension, specifically comprises:
Described conversation analysis module is used for according to described default quality testing standard, goes out relevant parameter and gives a mark, obtain the value of more than one dimension from described original session extracting data;
Wherein, described more than one dimension at least comprises: any one in satisfaction, content health, term of courtesy, standard works, influence power, matching degree, stability, emotion parameter and definition or combination in any.
13. devices as claimed in claim 12, is characterized in that, also comprise:
Session decomposing module, for after the decomposition that conversates to the calling at described access calling center, is placed in corresponding session pool by type respectively, and generates session tree;
Wherein, type comprises: any one or combination in any in role, theme, access type and medium type.
14. devices as claimed in claim 12, is characterized in that:
Described session decomposing module, for generating session tree, specifically comprises:
Described session decomposing module, for generation chained list of serving as theme according to this session beginning and ending time, points to video, audio frequency or word conversation recording relevant in different sessions pond in chained list, and the feedback information of user and contact staff.
15. devices as claimed in claim 9, is characterized in that, also comprise:
Alarm prompting module, for when judging that described quality inspection result meets alarm conditions, sends alarm to corresponding seat.
16. devices as claimed in claim 15, is characterized in that:
Described alarm prompting module judges that described quality inspection result meets alarm conditions, specifically comprise: described alarm prompting module judges that the value of described quality inspection result is lower than the threshold values preset, or in the value of described more than one dimension, has the value of a dimension at least lower than threshold values corresponding to this dimension.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201310304433.1A CN104301554A (en) | 2013-07-18 | 2013-07-18 | Device and method used for detecting service quality of customer service staff |
| PCT/CN2014/074835 WO2015007107A1 (en) | 2013-07-18 | 2014-04-04 | Device and method for performing quality inspection on service quality of customer service staff |
Applications Claiming Priority (1)
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