CN102346878A - Consultation response examination distribution system in client consultation processing system and working method thereof - Google Patents
Consultation response examination distribution system in client consultation processing system and working method thereof Download PDFInfo
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Abstract
The invention provides a consultation response examination distribution system in a client consultation processing system. The consultation response examination distribution system comprises pools of responses to be examined, a module of distributing the responses to be examined, Constraint StaffGroups (VGs), Constraint Anspools (APs), a Constraint StaffGroups and Constraint Anspools static state binding module, a state transition module of the responses to be examined and an examination module. In the invention, the Constraint StaffGroups and an examination ability constraint sequence are strictly defined, and through means of the examination ability constraint sequence of the Constraint StaffGroups, a priority between the pools of responses to be examined is effectively defined. Through static state binding of classification constraint of the Constraint StaffGroups and the Constraint Anspools, an effective association between client consultation and consultation response examination is realized. Through a plurality of states transition including to be examined, examining, active withdrawal, overtime withdrawal, examination pass, examination fail of the responses to be examined, clear logic of an examination distribution flow of the responses to be consulted is given, and behavior change in the responses to be examined and auditor examination processes are accurately controlled.
Description
Technical field
The present invention relates to the information automation management domain, particularly relate to a kind of consulting and reply audit dissemination system and method for work.
Background technology
Continuous development along with information consulting industry; The auxiliary counseling problem of replying the client of the technology that uses a computer has become an important computer utility direction, and the various computer clients consulting disposal systems (be called for short the client and seek advice from disposal system) that produced.The client seeks advice from the consulting of disposal system from different services channels reception clients, and client's consulting is analyzed, and provides at last and replys, and return to the client through corresponding services channels.Referring to patent " the mutual system and method for general people bosom friend " (grant number ZL02140287.6).
For example, to customer issue " how just reporting the loss peony-card? ", after the intellectual analysis of seeking advice from disposal system through the client is handled, provide and reply, and return to the client through corresponding services channels.
But because technical all restrictions, it is clear scarcely to add that the client possibly exist in statement, and the client seeks advice from disposal system when handling the client automatically and seek advice from, and differs surely 100% to understand client's consulting, perhaps can not 100% ground provides correct consulting and replys.Therefore, in the industry of pursuing high quality service, computer clients consulting disposal system is not easy to be applied.This has just formed a kind of dilemma.
Summary of the invention
Technical matters to be solved by this invention: to above deficiency; The invention provides and a kind ofly computer clients is seeked advice from the automatic processing capabilities of disposal system and auditor's accurate auditing capabilities combines effectively; Reduce the time that the client waits for that consulting is replied, audit dissemination system and method for work are replied in the consulting that the client of the quality of lifting consulting service seeks advice from the disposal system.
Technical scheme:
A kind of client seeks advice from consulting in the disposal system and replys the audit dissemination system and comprise and pendingly reply the pond, pendingly reply distribution module, audit technical ability group, reply audit classification pond, audit technical ability group and reply audit classification pond static binding module, pending response status transition module, auditing module;
The pending pond of replying: saved system is seeked advice from the client and is handled the result that the back is produced;
Reply audit classification pond AP=(Constraint, AnsPool) forms by two parts: the one, the classification constraint is designated as Constraint, i.e. the general logical form that classification retrains is cond
1∨ ... ∨ cond
i∨ ... ∨ cond
k, cond wherein
iGeneral logical form be p
I1∧ p
I2∧ p
Ij∧ ... ∧ p
Im, and p
IjThen troop for the set of concrete region, region, region=concrete region, customers' specific client close, customers=specific client crowd, the concrete up channel set of up channel, up channel=concrete up channel, the concrete uplink port set of uplink port, uplink port=concrete uplink port, the concrete descending channel set of descending channel, descending channel=concrete descending channel, the concrete COS of service type gather, one of the form of the COS of service type=specifically; The 2nd, the pending storage pool of replying is designated as AnsPool, and it stores pending the replying of satisfying said classification constraint;
The pending distribution module of replying: this module is responsible for replying the result that the client who deposits in the pond seeks advice from disposal system and taking out one by one pending, and current taking-up person is designated as A
i, check A then
iWhether satisfied certain of replying in the group of audit classification pond is replied audit classification pond AP
jClassification constraint, if satisfy, then with A
iState be changed to " pending ", put into AP then
jPending replying in the storage pool;
Audit technical ability group: an audit technical ability group is made up of two parts, and the one, the audit technical ability constraint formation with review priorities<constraint
1..., Constraint
n>, each element wherein is the constraint of an audit technical ability, and claims Constraint
1Priority be higher than Constraint
2Priority, Constraint
2Priority be higher than Constraint
3Priority, by that analogy; The constraint of audit technical ability is a disjunctive normal form in logic, and the general logical form of promptly examining the technical ability constraint is premise
1∨ ... ∨ premise
i∨ ... ∨ premise
k, premise wherein
iGeneral logical form be q
I1∧ q
I2∧ q
Ij∧ ... ∧ q
Im, and q
IjThen troop for the set of concrete region, region, region=concrete region, customers' specific client close, customers=specific client crowd, the concrete up channel set of up channel, up channel=concrete up channel, the concrete uplink port set of uplink port, uplink port=concrete uplink port, the concrete descending channel set of descending channel, descending channel=concrete descending channel, the concrete COS of service type gather, one of the form of the COS of service type=specifically; The 2nd, reply auditor's group, it has stored the auditor who belongs to audit technical ability group;
Audit technical ability group with reply audit classification pond static binding module: to any one reply audit classification pond AP=(Constraint, AnsPool), to any one audit technical ability group VG=(<constraint
1..., Constraint
i..., Constraint
n>, StaffGroup), if there is certain Constraint
i, Constraint
iLogical entailment Constraint examines technical ability group VG so and can be tied to and reply on the audit classification pond AP, also promptly examines technical ability group VG and can examine and reply replying among the audit classification pond AP;
Auditing module: the main modular that the auditor uses, comprise pendingly reply acquisition module, pending replying return, pendingly replys the conclusion module, replied and return module, specify as follows:
The pending acquisition module of replying: after an auditor accomplishes the audit that client consulting replys, auditing module automatically from reply audit classification pond group certain or some reply audit classification pond and reply for he obtains next bar client consulting; Because the audit technical ability constraint formation of an audit technical ability group VG<constraint
1..., Constraint
i..., Constraint
n>Possibly contain a plurality of audit technical ability constraints (is n>1), thus VG may be tied to a plurality of audit classification pond AP that reply
1..., AP
mOn, also be that VG can examine AP
1..., AP
mIn pendingly reply replying in the storage pool; Reply audit classification pond AP in order to distinguish
1..., AP
mThe priority level of audit, in the present invention, we utilize the audit technical ability constraint formation that has review priorities among the VG<constraint
1..., Constraint
i..., Constraint
n>Realize above-mentioned purpose;
Pending replying return module: when the auditor feel not have ability audit certain when replying; He can select " returning "; Thereby the audit that he obtains replied to return to replys in the audit classification pond, and by other more experienced auditors' audits, being called this returning is " initiatively returning "; Do not accomplish when the auditor examines in official hour, automatically the audit of his acquisition is replied to return to by system and reply in the audit classification pond, be called this returning and be " overtime returning ";
The pending conclusion module of replying: the auditor provides the audit conclusion to pending replying, if reply correctly, then returns to reply as conclusion with " audit through " and returns module; Otherwise return to reply as conclusion with " audit not through " and return module;
Reply and return module: receive pending reply the conclusion module return conclusion after, be " audit through " if return conclusion, then will examine the consulting of passing through and reply and return an individual client; Otherwise, reply and return module and do not return to the client with " at present the answer of finding you to need in the knowledge base woulds you please search for again ";
Pending response status transition module comprises transition module in the audit, returns the transition module, examines conclusion transition module;
Transition module in the audit: reply pending the replying by pending of in the audit classification pond certain and reply after acquisition module obtains, then its state is " the audit " from " pending " transition;
Return the transition module: return the two kind retraction operation of transition submodule, pending state of replying is " initiatively returning " or " overtime returning " from " pending " transition according to the auditor; Simultaneously, pending state of replying " active is return " or " overtime returning " are transitted towards " pending ";
Audit conclusion transition module: examine conclusion transition module and pending replying provided the audit conclusion, pending state of replying is " audit is passed through " or " audit is not passed through " from " the audit " transition according to the auditor.
The described pending outcome record of preserving in the pond of replying is: region, customers, up channel, uplink port, descending channel, downlink port, service type, reference content, consulting answer.
Described pending form of replying the record in the storage pool is: region, customers, up channel, uplink port, descending channel, downlink port, service type, consulting answer, state, wherein the mode field value in pending, audit, initiatively return, overtimely return, examine through, audit and do not pass through.
The audit distribution method is replied in the consulting that a kind of client seeks advice from the disposal system, it is characterized in that:
Step 1: the pending pond saved system of replying is seeked advice from the result that the processing back is produced to the client;
Step 2: the pending distribution module of replying is replied the result that the client who deposits in the pond seeks advice from disposal system and is taken out one by one pending, and current taking-up person is designated as A
i, check A then
iWhether satisfied certain of replying in the group of audit classification pond is replied audit classification pond AP
jClassification constraint, if satisfy, then with A
iState be changed to " pending ", put into AP then
jPending replying in the storage pool;
Step 3: reply audit classification pond and audit technical ability group static binding module to any one reply audit classification pond AP=(Constraint, AnsPool), to any one audit technical ability group VG=(<constraint
1..., Constraint
i..., Constraint
n>, StaffGroup), if there is certain Constraint
i, Constraint
iLogical entailment Constraint examines technical ability group VG audit so and replys replying among the audit classification pond AP;
Step 4: after an auditor accomplishes the audit that client consulting replys, auditing module pending reply acquisition module automatically from reply audit classification pond group certain or some reply audit classification pond and reply for he obtains next bar client consulting; Specifically be divided into following substep:
Step 4-1: according to the audit technical ability group at auditor place, find the audit technical ability constraint formation of this audit technical ability group, might as well be designated as<constraint
1..., Constraint
i..., Constraint
n>
Step 4-2: make the current audit classification pond group currentAPs=null that replys;
Step 4-3: then, at first judge Constraint
1Examine classification pond AP replying of binding
11..., AP
1kIn whether pending replying is arranged; If no, then judge Constraint
2Examine classification pond AP replying of binding
21..., AP
2mIn whether pending replying is arranged; So judge, might as well establish currentAPs is Constraint
iBe that override is tied to, contain those the pending set that storage pool is formed, i.e. currentAPs={AP of replying that unexamined replys
I1..., AP
Im;
Step 4-4: recomputate each of replying in the group of audit classification pond and reply that in the audit classification pond every is pending to reply that the client who recomputates it seeks advice from the response satisfaction, the client seeks advice from response complaint degree, i.e. sat
1(Ch, CG
Ch, C, q), cmp
1(Ch, CG
Ch, C, q);
Step 4-5: recomputate each of replying in the group of audit classification pond and reply every pending client response satisfaction, client response complaint degree, i.e. sat that recomputates it that replys in the audit classification pond
2(Ch, CG
Ch, C), cmp
2(Ch, CG
Ch, C);
Step 4-6: the channel customer crowd satisfaction, channel customer crowd degree of complaint, the i.e. sat that recomputate different channels and customers
3(Ch, CG
Ch), cmp
3(Ch, CG
Ch);
Step 4-7: the channel satisfaction, channel complaint degree, the i.e. sat that recomputate different channels and customers
3(Ch, CG
Ch), cmp
3(Ch, CG
Ch), sat
4(Ch), cmp
4(Ch);
Step 4-8: recomputate the whole satisfaction (total_sat) of consulting service, the whole complaint degree (total_cmp) of consulting service;
Step 4-9: if total_cmp=0, then certain (a bit) from reply audit classification pond group replys audit classification pond and obtains and make pending the replying to the auditor of total_sat maximum, treats as his next bar that the client seeks advice from and replys.If total_cmp10, then certain (a bit) from reply audit classification pond group replys audit classification pond and obtains and make pending the replying to the auditor of total_sat/total_cmp maximum, treats as his next bar that the client seeks advice from and replys;
Step 4-10: change step 4-2;
Step 5: for the consulting of examining the client is effectively replied,, in auditing module, designed a kind of pending technology of returning of replying, specifically be divided into following substep also in order more to look after inexperienced auditor:
Step 5-1: when the auditor feel not have ability audit certain when replying, he can select " returning ", thus the audit that he obtains replied to return to replys in the audit classification pond, by other more experienced auditors' audits; Be called this returning and be " initiatively returning ";
Step 5-2: when not audit completion in official hour of auditor, the audit that system automatically obtains him is replied to return to and is replied in the audit classification pond; Be called this returning and be " overtime returning ";
Step 6: the auditor provides the audit conclusion to pending replying, if reply correct, then with " audit through " as returning conclusion; Otherwise with " audit not through " as returning conclusion;
Step 7: pending status change of replying is safeguarded dynamically, specifically be divided into following substep:
Step 7-1: reply pending the replying by pending of in the audit classification pond certain and reply after acquisition module obtains, then its state is " the audit " from " pending " transition;
Step 7-2: return the two kind retraction operation of transition submodule, pending state of replying is " initiatively returning " or " overtime returning " from " pending " transition according to the auditor; Simultaneously, pending state of replying " active is return " or " overtime returning " are transitted towards " pending ";
Step 7-3: examine conclusion transition module and pending replying provided the audit conclusion, pending state of replying is " audit is passed through " or " audit is not passed through " from " the audit " transition according to the auditor.
Beneficial effect:
The present invention has defined audit technical ability group and audit technical ability constrained sequence thereof rigorously, and passes through the means of the audit technical ability constrained sequence of audit technical ability group, thereby has defined pending priority of replying between the pond effectively.Through of the static binding of audit technical ability group, realized that client's consulting replys effective related between the audit with seeking advice from the classification constraint of replying audit classification pond.
The present invention is through channel priority; Customers' priority; Customers' priority score; Channel customer crowd's tolerance time delay; The client seeks advice from the response satisfaction; The client seeks advice from response complaint degree; The client response satisfaction; Client response complaint degree; Channel customer crowd satisfaction; Channel customer crowd degree of complaint; The channel satisfaction; Channel complaint degree; The whole satisfaction (total_sat) of consulting service; The quantitative target of the various dimensions that the whole complaint degree of consulting service (total_cmp) etc. are a large amount of; Reply in the audit distribution in consulting; Realized the allocation strategy of whole satisfaction maximization of consulting service and the whole complaint degree of consulting service minimization; Improve auditor's work efficiency and client's satisfaction, improved the oeverall quality of consulting service.
The present invention through pending various states transition of replying (comprise in pending, the audit, initiatively return, overtimely return, examine through, audit through); Provided and waited to seek advice from the clear logic of replying the audit distribution flow, accurately controlled pending replying and the behavior variation of auditor in review process.
Description of drawings
Fig. 1 is the overall construction drawing that client of the present invention seeks advice from the consulting audit dissemination system in the disposal system;
Fig. 2 is a pending status transition chart of replying among the present invention;
Fig. 3 is the submodule workflow diagram of auditing module among the present invention (module C);
Fig. 4 is a pending workflow diagram of replying acquisition module (module C1) among the present invention;
Fig. 5 is the submodule workflow of pending response status transition module (module D) among the present invention.
Embodiment
Below in conjunction with accompanying drawing and embodiment the present invention is done explanation in further detail.
As shown in Figure 1, system of the present invention comprises eight nucleus modules: pendingly reply the pond, pendingly reply distribution module, audit technical ability group, reply audit classification pond, audit technical ability group with reply audit classification pond static binding module, pending response status transition module, auditing module.
For the clearer explanation technical scheme of ability,, explain the important terms, computing formula, the elementary process that use or create among the present invention below in conjunction with characteristics of the present invention and design requirement:
(1) client (Customer): the expectation that refers to ask a question obtains the people that accurately replys, as: the user of the client of bank, the visitor of website, mobile phone etc.
(2) client region: be called for short the region, refer to the city that the client belongs to, perhaps the city that belongs to during client enrollment.
(3) client's counseling problem (Customer Query): be called for short counseling problem, client's consulting or consulting, be meant that the client proposes to want the particular problem of seeking advice from, as: " maintenance station, Pekinese Hewlett-Packard Zhong Guan-cun where? "
(4) (Answer to Customer Query) replied in client's consulting: also claim to seek advice from and reply, abbreviation is replied, and is meant the detailed content of answering client's counseling problem.For example, for client's counseling problem " how the disposable multiclass product of choosing in the financial on the net supermarket of user is settled accounts? ", client consulting reply into: " you are good for the client! Behind the disposable purchase multiclass of the user finance product, each product separates payment and settlement in individual net cashier.After combination product is chosen, get into a net cashier page, select payment, each product is payment separately.For example, click the purchase of fund product, directly be linked to the clearing of paying of a net ' online fund ' column.[customer service of Nuo Niji intelligence] ".
(5) services channels (Service Channel), services channels priority score (Service Channel Priority Score): be called for short channel; The present invention can handle the consulting from different channels, like short message channel, BSS channel, WAP channel, Fetion channel, Web channel, QQ channel, MSN channel, Email channel etc.; Also can support shortcode channel (like China Telecom 114, China Mobile 10086) from service provider (SP).The present invention is divided into electronic channel up channel and descending channel again, and the client can send consulting to consultative service system from a up channel (like the website), and consultative service system can be replied to the client through another different channel (like note).
In the service process of reality, different up channels possibly have different priority.For making the present invention have versatility and dirigibility, the present invention has introduced the design of services channels priority score, and each channel Ch has a services channels priority score; Be designated as a (Ch); Its value from 0.1 to 1, score value is big more, and the priority of services channels is just high more so.For example, be that the services request of 0.8 services channels is that the services request of 0.4 services channels more preferably obtains service from score value recently from score value.
(6) client seeks advice from disposal system: receive client's consulting from different services channels, utilize computing machine to carry out analysis and understanding to client's consulting, the definite implication that clear and definite client asked a question.For example, customer issue " how just reporting the loss peony-card? ", after the intellectual analysis of seeking advice from disposal system through the client is handled, provide and reply, and return to the client through corresponding services channels.
What need statement is, the present invention is not specifically related to the client and seeks advice from disposal system and method for work thereof, and concrete system and method can be referring to patent " the mutual system and method for general people bosom friend " (grant number ZL02140287.6).
(7) distribution is replied in pending consulting: also claim the pending distribution of replying, perhaps reply distribution.Because technical various reasons, add that the client explains possibly exist certain unintelligiblely that the client seeks advice from disposal system when handling the client automatically and seek advice from, can not 100% understand the client and seek advice from, perhaps can not 100% ground provide correct consulting and reply.Therefore, the client seeks advice from client's consulting that disposal system need be fuzzy with some or not accurate enough consulting and replys and be distributed to the attendant and carry out manual examination and verification, returns module and returns to the client through replying again after the audit.
(8) auditor: use the staff of pending consulting dissemination system, they use this system, and whether the audit client seeks advice from replying of the automatic generation of disposal system correct, returns to the client after the audit again.
(9) auditor's group: be the grouping to the auditor, each auditor belongs to auditor's group.
(10) customers: also claim customer type, customer group,, the client is divided into different types according to different criterions (like identity, the level of consumption etc.); To different customer groups, even their counseling problem that sends is the same, their resulting replying can be different, and the time of their wait acknowledge is also different.
(11) customers' priority (Customer Group Priority), customers' priority score (Customer Group Priority Score): customers' priority refers to that service provider is the set service processing grade of each client.Like some telco provider according to some principle (like identity, the level of consumption etc.); The grade that is provided with for the client has: white list client (have the client of special identity, priority is the highest), golden VIP client (priority secondly), silver-colored VIP client (priority once more), normal client (priority is minimum).In the present invention, we are provided with customers' priority score for each CG of customers, are designated as b (CG), its value from 0.1 to 1.Customers' priority score is big more, and then the client of these customers priority that obtains serving is just high more.For example, be that 0.4 services request more preferably obtains service recently from the services request of customers' priority score 0.75 from customers' priority score.
(12) service type (Service Category): the classification of the service that current enquirement client's problem belongs to, like " online financial supermarket ".
(13) the channel customer crowd tolerates time delay: in the consulting service of reality, because a variety of causes, different channels can produce different service delays, and different customers also have different delay degrees of tolerance.For this reason, the present invention has introduced the channel customer crowd and has tolerated time delay.To any one channel Ch, the CG of customers of corresponding channel Ch
Ch, the CG of customers of channel Ch
ChTolerance be designated as tor (Ch, CG time delay
Ch).According to different services, different service providers can be provided with different tor (Ch, CG
Ch), for example table 1 has provided certain and has moved tor (Ch, the CG that consulting service provider provides
Ch) example.
Table 1: tolerance example time delay of three different customers of different channels
| Channel name | Customers' name | tor(Ch,CG Ch )Value |
| The shortcode short message | ? | ? |
| ? | The white list client | 20 seconds |
| ? | VIP client | 25 seconds |
| ? | Normal client | 30 seconds |
| 10086 short messages | ? | ? |
| ? | The white list client | 15 seconds |
| ? | VIP client | 20 seconds |
| ? | Normal client | 25 seconds |
| QQ/IM | ? | ? |
| ? | The white list client | 1 second |
| ? | VIP client | 2 seconds |
| ? | Normal client | 3 seconds |
(14) timing statistics section T: hereinafter can repeatedly use " timing statistics section T " this notion, it is a time period [T who sets for the satisfaction of different channels, different customers, different user is calculated
Begin, T
End], T wherein
BeginAnd T
EndThe zero hour (containing) and the finish time (containing) that are called T respectively.That is to say that when hereinafter mentioning " in timing statistics section T ", we are meant from T
BeginBeginning is to T
EndFinish, during this period of time, calculate certain statistic.
(15) consulting reply constantly, the consulting due in: seek advice from disposal system when sending certain bar consulting q at a client C to the client; The client seeks advice from the moment that disposal system receives q and is called consulting due in (abbreviation due in); Be designated as q.arrTime; The client seeks advice from and handles the moment of replying of returning q behind the system handles q and be called consulting and reply constantly (abbreviation is replied constantly), is designated as q.ansTime.
(16) client seeks advice from the response satisfaction, the client seeks advice from response complaint degree: to belonging to the CG of customers of channel Ch
ChA client C, C send a counsel requests q, and C is to response satisfaction sat (Ch, the CG of q
Ch, C q) is defined as as follows:
At first define two auxiliary quantity q
q=(q.ansTime-q.arrTime)/tor (Ch, CG
Ch),
Need the satisfaction function sat () and the complaint degree function cmp () of above-mentioned definition be made an explanation:
The first, satisfaction function sat
1() and complaint degree function cmp
1The codomain of () is [0,1].
The second, when the client has understood the consulting of knowing certain customers (like VIP customers) among certain channel Ch (like 10086 short message channels) and has been a numerical value time delay, as 20 seconds, i.e. tor (10086 short message channels, VIP customers
10086 short message channels)=20 second, certain the client C that belongs to VIP customers sends behind the consulting q and in tolerance time delay, to receive and reply, i.e. q
q￡ 1, and then the client should be satisfied with to this speed, and therefore sat is arranged
1(Ch, CG
Ch, C, q)=1, and cmp
1(Ch, CG
Ch, C, q)=0.But, reply when receiving after time delay, i.e. q at this moment in tolerance
q>1, this moment, client C can not be satisfied with, so sat
1(Ch, CG
Ch, C, q)=0, the client begins to show certain complaint simultaneously.
Along with q
qGrowth, this client constantly accumulates the complaint meeting that consulting postpones, and the speed of this accumulative total is generally very fast.For example, working as q
q=1.5 o'clock, i.e. consulting is replied and is postponed to surpass tor (Ch, CG
Ch) when reaching 0.5 times, the client is to consulting response complaint degree cmp
1(Ch, CG
Ch, C, q)=1-e
-10.63; Working as q
q=2 o'clock, i.e. consulting is replied and is postponed to surpass tor (Ch, CG
Ch) when reaching 1 times, the client is to consulting response complaint degree cmp
1(Ch, CG
Ch, C, q)=1-e
-40.98.Above-mentioned way of example shows, the client seeks advice from response complaint degree function cmp
1() is not only directly perceived, and has rationality preferably.
In timing statistics section T, client C has sent N bar consulting q
1..., q
N, received N time simultaneously and replied a
1..., a
N, client response satisfaction sat
2(Ch, CG
Ch, C) be defined as:
sat
2(Ch,CG
Ch,C)?=
isat
1(Ch,CG
Ch,C,q
?i)/N。
Client response complaint degree sat (Ch, CG
Ch, C) be defined as:
cmp
2(Ch,CG
Ch,C)?=
icmp
1(Ch,CG
Ch,C,q
?i)/N。
(17) channel customer crowd satisfaction, channel customer crowd degree of complaint degree: to belonging to the CG of customers of channel Ch
ChSatisfaction sat
3(Ch, CG
Ch) be meant in timing statistics section T, the mean value of each client's response satisfaction, promptly
sat
3(Ch,CG
Ch)?=
j?sat
2(Ch,CG
Ch,C
j)/M。
Equally, channel customer crowd degree of complaint degree is defined as:
cmp
3(Ch,CG
Ch)?=
j?cmp
2(Ch,CG
Ch,C
j)/M，
Wherein, C
jRepresentative is at the timing statistics section T CG of customers
ChThe client, interior M is the CG of customers in timing statistics section T
ChClient's number (notice that M needs not be equal to | CG
Ch|, because in timing statistics section T the CG of customers
ChIn the client service consultation is not necessarily all proposed, also be that M is the CG of customers in timing statistics T
ChIn client's number of actual proposition service consultation).
(18) channel satisfaction, channel complaint degree: on the basis of channel customer crowd satisfaction, we define channel satisfaction, channel complaint degree.Be without loss of generality, establish total K the customers of channel Ch, be designated as CG
Ch, 1, CG
Ch, 2..., CG
Ch, K, in timing statistics section T, the satisfaction sat of channel Ch
4(Ch) be defined as the weighted mean value of the satisfaction of each customers among the channel Ch, promptly
sat
4(Ch)?=
k?b(CG
Ch,k)′sat
3(Ch,CG
Ch,
k)/K，
Equally, channel complaint degree is defined as:
cmp
4(Ch)?=
k?b(CG
Ch,k)′cmp
3(Ch,CG
Ch,
k)/K。
(19) the whole satisfaction of consulting service, the whole complaint degree of consulting service: in order to portray different channels, different customers, different clients' whole satisfaction, the present invention introduces the computing method of the whole satisfaction of consulting service, is designated as total_sat.Suppose total L channel Ch in timing statistics T
1..., Ch
LService is provided, and then in timing statistics T, total_sat is all channel Ch
1..., Ch
LThe mean value of satisfaction, promptly
total_sat?=
l?a(Ch
l)′sat
4(Ch
l)/L，
Equally, the whole complaint degree of consulting service is defined as:
total_cmp?=
l?a(Ch
l)′cmp
4(Ch
l)/L。
(20) the pending pond of replying: saved system is seeked advice from the client and is handled the result that the back is produced, and said result adopts 9 element group representations, i.e. (region; Customers; Up channel; Uplink port; Descending channel; Downlink port; Service type; Reference content; The consulting answer), be called for short and reply nine tuples.
(21) reply audit classification pond: reply audit classification pond AP=(Constraint; AnsPool) form by two parts: the one, classification constraint (being designated as Constraint); It is a disjunctive normal form in logic, i.e. the general logical form of classification constraint is cond
1∨ ... ∨ cond
i∨ ... ∨ cond
k, cond wherein
iGeneral logical form be p
I1∧ p
I2∧ p
Ij∧ ... ∧ p
Im, and p
IjIt then is one of form shown in the table 2.The 2nd, the pending storage pool (being designated as AnsPool) of replying, it stores pending the replying of satisfying said classification constraint.Notice that pending form of replying the record in the storage pool has been Duoed " state " field than pending presentation format of replying the record in the pond, is (region; Customers; Up channel; Uplink port; Descending channel; Downlink port; Service type; The consulting answer; State), wherein the mode field value in pending, in the audit, initiatively return, overtime returning, audit is passed through, audit through, its meaning will be described hereinafter.Hereinafter, for ease, we can directly refer to the pending storage pool of replying of answering audit classification pond with answering audit classification pond sometimes.
For example, suppose that certain classification of replying audit classification pond AP is constrained to region { Beijing, Guangzhou; Nanjing } the up channel { note of ∧ customers=VIP client ∧; WAP} ∧ service type { tree peony well-informed card, Web bank }, then pending reply following record in the pond " region=Beijing; Customers=VIP client; Up channel=note; Uplink port=10086; Descending channel=note; Downlink port=10086; The well-informed card of service type=tree peony; Reference content=' how open-minded may I ask Web bank ' ", satisfy above-mentioned classification constraint, therefore will after putting on " pending " state, be stored the pending of AP and reply in the storage pool.Above-mentioned relation is called pending replying to be satisfied one and replys audit classification pond.
Table 2: the classification constraint and the example of replying audit classification pond
| p ijVarious forms | Example |
| Region concrete region set | Region { Beijing, Guangzhou, Nanjing } |
| Region=concrete region | Region=Beijing |
| Customers' specific client is trooped and is closed | Customers { white list, VIP client } |
| Customers=specific client crowd | Customers=VIP client |
| The concrete up channel set of up channel | Up channel { note, WAP} |
| Up channel=concrete up channel | Up channel=note |
| The concrete uplink port set of uplink port | Uplink port 10086,118114} |
| Uplink port=concrete uplink port | Uplink port=10086 |
| The concrete descending channel set of descending channel | Descending channel { note, Fetion } |
| Descending channel=concrete descending channel | Descending channel=note |
| The concrete COS set of service type | Service type { the well-informed card of tree peony, Net silver } |
| Service type=concrete COS | The well-informed card of service type=tree peony |
(22) reply audit classification pond group: in the present invention, replying audit classification pond can have a plurality ofly, and we claim to reply classification pond that audit classification pond constitutes for replying the audit pond group of classifying by a plurality of.
(23) audit technical ability group: an audit technical ability group is made up of two parts, and the one, the audit technical ability constraint formation with review priorities<constraint
1..., Constraint
n>, each element wherein is the constraint of an audit technical ability, and claims Constraint
1Priority be higher than Constraint
2Priority, Constraint
2Priority be higher than Constraint
3Priority, or the like.The constraint of audit technical ability is a disjunctive normal form in logic, and the general logical form of promptly examining the technical ability constraint is premise
1∨ ... ∨ premise
i∨ ... ∨ premise
k, premise wherein
iGeneral logical form be q
I1∧ q
I2∧ q
Ij∧ ... ∧ q
Im, and q
IjIt then is one of form shown in the table 2.The 2nd, reply auditor's group, it has stored the auditor who belongs to audit technical ability group.Be labeled as 1 directed edge among Fig. 1 and represented auditor and auditor's technical ability group attaching relation.
It is emphasized that in the present invention, can allow a plurality of audit technical ability groups, as shown in Figure 1.
(24) pending response status: reply the pending storage pool of replying in the audit classification pond for the ease of dynamic management; In the present invention; Pending every pending replying of replying in the storage pool all has a unique state status at any time, is called pending response status.The value of this status is one of following: in pending, the audit, initiatively return, overtimely return, examine through, audit and do not pass through, referring to Fig. 2.Hereinafter with their implication of specific explanations.
On the basis of above-mentioned term, computing formula, basic skills, below, introduce composition, algorithm or the working method of other each modules among the present invention in detail:
Reply audit classification pond and audit technical ability group static binding module: to any one reply audit classification pond AP=(Constraint, AnsPool), to any one audit technical ability group VG=(<constraint
1..., Constraint
i..., Constraint
n>, StaffGroup), if there is certain Constraint
i, Constraint
iLogical entailment Constraint examines technical ability group VG so and can be tied to and reply on the audit classification pond AP, also promptly examines auditor among the technical ability group VG and can examine and reply replying among the audit classification pond AP.2 the limit of being labeled as among Fig. 1 is to reply audit classification pond and the binding relationship of examining between the technical ability group static state.
The pending distribution module of replying: this module is responsible for replying result that the client who deposits in the pond seeks advice from disposal system and taking out one by one and (might as well remember that current taking-up person is A pending
i), check A then
iWhether satisfied certain of replying in the group of audit classification pond is replied audit classification pond AP
jClassification constraint, if satisfy, then with A
iState be changed to " pending ", put into AP then
jPending replying in the storage pool.
Auditing module: as shown in Figure 3, this module is the main modular that the auditor uses, comprise pending reply acquisition module, pending reply return, the pending conclusion module of replying, specify as follows:
The pending acquisition module of replying: after an auditor accomplished the audit that client consulting replys, auditing module automatically replied audit classification pond and seek advice from and reply for he obtains next bar client by certain (a bit) from reply audit classification pond group.Before introducing the step of this module, we recall the audit technical ability constraint formation of audit technical ability group earlier.Because the audit technical ability constraint formation of an audit technical ability group VG<constraint
1..., Constraint
i..., Constraint
n>Possibly contain a plurality of audit technical ability constraints (is n>1), thus VG may be tied to a plurality of audit classification pond AP that reply
1..., AP
mOn, also be that VG can examine AP
1..., AP
mIn pendingly reply replying in the storage pool.Reply audit classification pond AP in order to distinguish
1..., AP
mThe priority level of audit, in the present invention, we utilize the audit technical ability constraint formation that has review priorities among the VG<constraint
1..., Constraint
i..., Constraint
n>Realize above-mentioned purpose.
As shown in Figure 4, provide below that the pending acquisition module of replying preferentially obtains pending method of replying for the auditor among the present invention:
Step 1: according to the audit technical ability group at auditor place, find the audit technical ability constraint formation of this audit technical ability group, might as well be designated as<constraint
1..., Constraint
i..., Constraint
n>
Step 2: make the current audit classification pond group currentAPs=null that replys;
Step 3: then, at first judge Constraint
1Examine classification pond AP replying of binding
11..., AP
1kIn whether pending replying is arranged; If no, then judge Constraint
2Examine classification pond AP replying of binding
21..., AP
2mIn whether pending replying is arranged; So judge, might as well establish currentAPs is Constraint
iBe that override is tied to, contain those the pending set that storage pool is formed, i.e. currentAPs={AP of replying that unexamined replys
I1..., AP
Im.
Step 4: recomputate each of replying in the group of audit classification pond and reply that in the audit classification pond every is pending to reply that the client who recomputates it seeks advice from the response satisfaction, the client seeks advice from response complaint degree, i.e. sat
1(Ch, CG
Ch, C, q), cmp
1(Ch, CG
Ch, C, q);
Step 5: recomputate each of replying in the group of audit classification pond and reply every pending client response satisfaction, client response complaint degree, i.e. sat that recomputates it that replys in the audit classification pond
2(Ch, CG
Ch, C), cmp
2(Ch, CG
Ch, C);
Step 6: the channel customer crowd satisfaction, channel customer crowd degree of complaint, the i.e. sat that recomputate different channels and customers
3(Ch, CG
Ch), cmp
3(Ch, CG
Ch);
Step 7: the channel satisfaction, channel complaint degree, the i.e. sat that recomputate different channels and customers
3(Ch, CG
Ch), cmp
3(Ch, CG
Ch), sat
4(Ch), cmp
4(Ch);
Step 8: recomputate the whole satisfaction (total_sat) of consulting service, the whole complaint degree (total_cmp) of consulting service;
Step 9: if total_cmp=0, then certain (a bit) from reply audit classification pond group replys audit classification pond and obtains and make pending the replying to the auditor of total_sat maximum, treats as his next bar that the client seeks advice from and replys.If total_cmp10, then certain (a bit) from reply audit classification pond group replys audit classification pond and obtains and make pending the replying to the auditor of total_sat/total_cmp maximum, treats as his next bar that the client seeks advice from and replys.
Step 10: change step 2.
Pending replying return module: for the consulting of examining the client is effectively replied, also in order more to look after inexperienced auditor, in the present invention, auditing module has designed a kind of pending technology of returning of replying, and is divided into two kinds and handles situation.The firstth, when the auditor feel not have ability audit certain when replying; He can select " returning "; Thereby the audit that he obtains replied to return to replys in the audit classification pond, and by other more experienced auditors' audits, being called this returning is " initiatively returning ".The secondth, when the auditor not in official hour audit accomplish (the present invention default overtime be 2 minutes, can dispose), the audit that automatically he is obtained by system is replied to return to and is replied in the audit classification pond, is called this returning and is " overtime returning ".
The pending conclusion module of replying: the auditor provides the audit conclusion to pending replying, if reply correctly, then returns to reply and returns module with " audit through ", replys to return module and will examine the consulting of passing through and reply and return an individual client; Otherwise with " audit not through " as returning conclusion.
Reply and return module: receive pending reply the conclusion module return conclusion after, be " audit through " if return conclusion, then will examine the consulting of passing through and reply and return an individual client; Otherwise, reply and return module and do not return to the client with " at present the answer of finding you to need in the knowledge base woulds you please search for again ".
As shown in Figure 5, pending response status transition module comprises transition module in the audit, returns the transition module, examines conclusion transition module;
Transition module in the audit: reply pending the replying by pending of in the audit classification pond certain and reply after acquisition module obtains, then its state is " the audit " from " pending " transition.
Return the transition module: return the two kind retraction operation of transition submodule, pending state of replying is " initiatively returning " or " overtime returning " from " pending " transition according to the auditor.Simultaneously, pending state of replying " active is return " or " overtime returning " are transitted towards " pending ".
Audit conclusion transition module: examine conclusion transition module and pending replying provided the audit conclusion, pending state of replying is " audit is passed through " or " audit is not passed through " from " the audit " transition according to the auditor.
Claims (4)
1. the audit dissemination system is replied in the client consulting of seeking advice from the disposal system, it is characterized in that: comprise and pendingly reply the pond, pendingly reply distribution module, audit technical ability group, reply audit classification pond, audit technical ability group and reply audit classification pond static binding module, pending response status transition module, auditing module;
?
The pending pond of replying: saved system is seeked advice from the client and is handled the result that the back is produced;
Reply audit classification pond AP=(Constraint, AnsPool) forms by two parts: the one, the classification constraint is designated as Constraint, i.e. the general logical form that classification retrains is cond
1∨ ... ∨ cond
i∨ ... ∨ cond
k, cond wherein
iGeneral logical form be p
I1∧ p
I2∧ p
Ij∧ ... ∧ p
Im, and p
IjThen troop for the set of concrete region, region, region=concrete region, customers' specific client close, customers=specific client crowd, the concrete up channel set of up channel, up channel=concrete up channel, the concrete uplink port set of uplink port, uplink port=concrete uplink port, the concrete descending channel set of descending channel, descending channel=concrete descending channel, the concrete COS of service type gather, one of the form of the COS of service type=specifically; The 2nd, the pending storage pool of replying is designated as AnsPool, and it stores pending the replying of satisfying said classification constraint;
The pending distribution module of replying: this module is responsible for replying the result that the client who deposits in the pond seeks advice from disposal system and taking out one by one pending, and current taking-up person is designated as A
i, check A then
iWhether satisfied certain of replying in the group of audit classification pond is replied audit classification pond AP
jClassification constraint, if satisfy, then with A
iState be changed to " pending ", put into AP then
jPending replying in the storage pool;
Audit technical ability group: an audit technical ability group is made up of two parts, and the one, the audit technical ability constraint formation with review priorities<constraint
1..., Constraint
n>, each element wherein is the constraint of an audit technical ability, and claims Constraint
1Priority be higher than Constraint
2Priority, Constraint
2Priority be higher than Constraint
3Priority, by that analogy; The constraint of audit technical ability is a disjunctive normal form in logic, and the general logical form of promptly examining the technical ability constraint is premise
1∨ ... ∨ premise
i∨ ... ∨ premise
k, premise wherein
iGeneral logical form be q
I1∧ q
I2∧ q
Ij∧ ... ∧ q
Im, and q
IjThen troop for the set of concrete region, region, region=concrete region, customers' specific client close, customers=specific client crowd, the concrete up channel set of up channel, up channel=concrete up channel, the concrete uplink port set of uplink port, uplink port=concrete uplink port, the concrete descending channel set of descending channel, descending channel=concrete descending channel, the concrete COS of service type gather, one of the form of the COS of service type=specifically; The 2nd, reply auditor's group, it has stored the auditor who belongs to audit technical ability group;
Audit technical ability group with reply audit classification pond static binding module: to any one reply audit classification pond AP=(Constraint, AnsPool), to any one audit technical ability group VG=(<constraint
1..., Constraint
i..., Constraint
n>, StaffGroup), if there is certain Constraint
i, Constraint
iLogical entailment Constraint examines technical ability group VG so and can be tied to and reply on the audit classification pond AP, also promptly examines technical ability group VG and can examine and reply replying among the audit classification pond AP;
Auditing module: the main modular that the auditor uses, comprise pendingly reply acquisition module, pending replying return, pendingly replys the conclusion module, replied and return module, specify as follows:
The pending acquisition module of replying: after an auditor accomplishes the audit that client consulting replys, auditing module automatically from reply audit classification pond group certain or some reply audit classification pond and reply for he obtains next bar client consulting; Because the audit technical ability constraint formation of an audit technical ability group VG<constraint
1..., Constraint
i..., Constraint
n>Possibly contain a plurality of audit technical ability constraints (is n>1), thus VG may be tied to a plurality of audit classification pond AP that reply
1..., AP
mOn, also be that VG can examine AP
1..., AP
mIn pendingly reply replying in the storage pool; Reply audit classification pond AP in order to distinguish
1..., AP
mThe priority level of audit, in the present invention, we utilize the audit technical ability constraint formation that has review priorities among the VG<constraint
1..., Constraint
i..., Constraint
n>Realize above-mentioned purpose;
Pending replying return module: when the auditor feel not have ability audit certain when replying; He can select " returning "; Thereby the audit that he obtains replied to return to replys in the audit classification pond, and by other more experienced auditors' audits, being called this returning is " initiatively returning "; Do not accomplish when the auditor examines in official hour, automatically the audit of his acquisition is replied to return to by system and reply in the audit classification pond, be called this returning and be " overtime returning ";
The pending conclusion module of replying: the auditor provides the audit conclusion to pending replying, if reply correctly, then returns to reply as conclusion with " audit through " and returns module; Otherwise return to reply as conclusion with " audit not through " and return module;
Reply and return module: receive pending reply the conclusion module return conclusion after, be " audit through " if return conclusion, then will examine the consulting of passing through and reply and return an individual client; Otherwise, reply and return module and do not return to the client with " at present the answer of finding you to need in the knowledge base woulds you please search for again ";
Pending response status transition module comprises transition module in the audit, returns the transition module, examines conclusion transition module;
Transition module in the audit: reply pending the replying by pending of in the audit classification pond certain and reply after acquisition module obtains, then its state is " the audit " from " pending " transition;
Return the transition module: return the two kind retraction operation of transition submodule, pending state of replying is " initiatively returning " or " overtime returning " from " pending " transition according to the auditor; Simultaneously, pending state of replying " active is return " or " overtime returning " are transitted towards " pending ";
Audit conclusion transition module: examine conclusion transition module and pending replying provided the audit conclusion, pending state of replying is " audit is passed through " or " audit is not passed through " from " the audit " transition according to the auditor.
2. the audit dissemination system is replied in the consulting that client according to claim 1 seeks advice from the disposal system, it is characterized in that: the described pending outcome record of preserving in the pond of replying is: region, customers, up channel, uplink port, descending channel, downlink port, service type, reference content, consulting answer.
3. the audit dissemination system is replied in the consulting that client according to claim 1 seeks advice from the disposal system; It is characterized in that: described pending form of replying the record in the storage pool is: region, customers, up channel, uplink port, descending channel, downlink port, service type, consulting answer, state, wherein the mode field value in pending, audit, initiatively return, overtimely return, examine through, audit and do not pass through.
4. the audit distribution method is replied in the client consulting of seeking advice from the disposal system, it is characterized in that:
Step 1: the pending pond saved system of replying is seeked advice from the result that the processing back is produced to the client;
Step 2: the pending distribution module of replying is replied the result that the client who deposits in the pond seeks advice from disposal system and is taken out one by one pending, and current taking-up person is designated as A
i, check A then
iWhether satisfied certain of replying in the group of audit classification pond is replied audit classification pond AP
jClassification constraint, if satisfy, then with A
iState be changed to " pending ", put into AP then
jPending replying in the storage pool;
Step 3: reply audit classification pond and audit technical ability group static binding module to any one reply audit classification pond AP=(Constraint, AnsPool), to any one audit technical ability group VG=(<constraint
1..., Constraint
i..., Constraint
n>, StaffGroup), if there is certain Constraint
i, Constraint
iLogical entailment Constraint examines technical ability group VG audit so and replys replying among the audit classification pond AP;
Step 4: after an auditor accomplishes the audit that client consulting replys, auditing module pending reply acquisition module automatically from reply audit classification pond group certain or some reply audit classification pond and reply for he obtains next bar client consulting; Specifically be divided into following substep:
Step 4-1: according to the audit technical ability group at auditor place, find the audit technical ability constraint formation of this audit technical ability group, might as well be designated as<constraint
1..., Constraint
i..., Constraint
n>
Step 4-2: make the current audit classification pond group currentAPs=null that replys;
Step 4-3: then, at first judge Constraint
1Examine classification pond AP replying of binding
11..., AP
1kIn whether pending replying is arranged; If no, then judge Constraint
2Examine classification pond AP replying of binding
21..., AP
2mIn whether pending replying is arranged; So judge, might as well establish currentAPs is Constraint
iBe that override is tied to, contain those the pending set that storage pool is formed, i.e. currentAPs={AP of replying that unexamined replys
I1..., AP
Im;
Step 4-4: recomputate each of replying in the group of audit classification pond and reply that in the audit classification pond every is pending to reply that the client who recomputates it seeks advice from the response satisfaction, the client seeks advice from response complaint degree, i.e. sat
1(Ch, CG
Ch, C, q), cmp
1(Ch, CG
Ch, C, q);
Step 4-5: recomputate each of replying in the group of audit classification pond and reply every pending client response satisfaction, client response complaint degree, i.e. sat that recomputates it that replys in the audit classification pond
2(Ch, CG
Ch, C), cmp
2(Ch, CG
Ch, C);
Step 4-6: the channel customer crowd satisfaction, channel customer crowd degree of complaint, the i.e. sat that recomputate different channels and customers
3(Ch, CG
Ch), cmp
3(Ch, CG
Ch);
Step 4-7: the channel satisfaction, channel complaint degree, the i.e. sat that recomputate different channels and customers
3(Ch, CG
Ch), cmp
3(Ch, CG
Ch), sat
4(Ch), cmp
4(Ch);
Step 4-8: recomputate the whole satisfaction (total_sat) of consulting service, the whole complaint degree (total_cmp) of consulting service;
Step 4-9: if total_cmp=0, then certain (a bit) from reply audit classification pond group replys audit classification pond and obtains and make pending the replying to the auditor of total_sat maximum, treats as his next bar that the client seeks advice from and replys; If total_cmp10, then certain (a bit) from reply audit classification pond group replys audit classification pond and obtains and make pending the replying to the auditor of total_sat/total_cmp maximum, treats as his next bar that the client seeks advice from and replys;
Step 4-10: change step 4-2;
Step 5: for the consulting of examining the client is effectively replied,, in auditing module, designed a kind of pending technology of returning of replying, specifically be divided into following substep also in order more to look after inexperienced auditor:
Step 5-1: when the auditor feel not have ability audit certain when replying, he can select " returning ", thus the audit that he obtains replied to return to replys in the audit classification pond, by other more experienced auditors' audits; Be called this returning and be " initiatively returning ";
Step 5-2: when not audit completion in official hour of auditor, the audit that system automatically obtains him is replied to return to and is replied in the audit classification pond; Be called this returning and be " overtime returning ";
Step 6: the auditor provides the audit conclusion to pending replying, if reply correct, then with " audit through " as returning conclusion; Otherwise with " audit not through " as returning conclusion;
Step 7: pending status change of replying is safeguarded dynamically, specifically be divided into following substep:
Step 7-1: reply pending the replying by pending of in the audit classification pond certain and reply after acquisition module obtains, then its state is " the audit " from " pending " transition;
Step 7-2: return the two kind retraction operation of transition submodule, pending state of replying is " initiatively returning " or " overtime returning " from " pending " transition according to the auditor; Simultaneously, pending state of replying " active is return " or " overtime returning " are transitted towards " pending ";
Step 7-3: examine conclusion transition module and pending replying provided the audit conclusion, pending state of replying is " audit is passed through " or " audit is not passed through " from " the audit " transition according to the auditor.
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|---|---|---|---|
| CN2010106062130A CN102346878A (en) | 2010-12-24 | 2010-12-24 | Consultation response examination distribution system in client consultation processing system and working method thereof |
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|---|---|---|---|
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|---|---|---|---|---|
| CN1669041A (en) * | 2002-07-18 | 2005-09-14 | 法与经营 | Consulting system using network, content making method and recording medium for storing a program to perform the system and method |
| CN101165718A (en) * | 2006-10-17 | 2008-04-23 | 罗克韦尔电子商务技术有限公司 | Method of evaluating contact center performance |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1669041A (en) * | 2002-07-18 | 2005-09-14 | 法与经营 | Consulting system using network, content making method and recording medium for storing a program to perform the system and method |
| CN101165718A (en) * | 2006-10-17 | 2008-04-23 | 罗克韦尔电子商务技术有限公司 | Method of evaluating contact center performance |
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Application publication date: 20120208 |