CN104123590B - 95598 Customer Service Center's monitoring operation system and methods - Google Patents
95598 Customer Service Center's monitoring operation system and methods Download PDFInfo
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Abstract
The invention discloses a kind of 95598 Customer Service Center monitoring operation system and method, including：Application layer and data Layer；Data Layer includes：Marketing system management database, marketing system Production database, operation system Production database；Application layer includes：Run dynamic module, run quality testing module, on-site supervision module, human resources module, emergency disposal module, comprehensive management module, information acquisition module, marketing system manages database and marketing system Production database two-way communication, and marketing system manages database and communicated with operation dynamic module, and marketing system Production database communicates with operation quality testing module；Operation system Production database communicates respectively with operation quality testing module, on-site supervision module, human resources module, comprehensive management module and information acquisition module；Operation system Production database also with emergency disposal module two-way communication.Beneficial effect of the present invention：Every business circulation and management and control online can be realized, horizontal coordination, the system of longitudinal linkage is formed, realizes seamless connection, the on-line implement of business, the real-time management and control of process and the instant analysis of effect of data.
Description
Technical field
The present invention relates to Customer Service Center's operation management field, more particularly to a kind of operation of 95598 Customer Service Center
Monitoring system and method.
Background technology
The standardization that is run with Customer Service Center, the deepening continuously of system application, portfolio are continuously increased, client
The requirement that electric service works is improved constantly, unification, specification operation to Customer Service Center propose higher requirement.
At present, the transportation function of Customer Service Center is single, and service procedure is numerous and diverse, it is impossible to realize that personnel are centralized and unified
Monitoring in real time；Statistical summaries can not be carried out to the operation data of each region of Customer Service Center and realize data linkage and data
Quality inspection；The unexpected incidents occurred for Customer Service Center, lack the unified response mechanism in each region；To Customer Service Center
Document, fund and budget, personal information, work plan etc. can not realize and be uniformly coordinated control online, it is impossible to accurately grasp number
According to circulation process etc..These problems greatly affected the operating efficiency and service quality of Customer Service Center, therefore,
A set of efficient, specification, friendly monitoring operation platform are set up, realizes that the implementation of every supporting business turns into unified monitoring and needs badly
The problem of solving.
The content of the invention
The purpose of the present invention is exactly to solve the above problems, it is proposed that a kind of 95598 Customer Service Center monitoring operation
System and method, the system can make every business circulation and management and control online, form horizontal coordination, the management body of longitudinal linkage
System, realizes seamless connection, the on-line implement of business, the real-time management and control of process and the instant analysis of effect of data.
To achieve these goals, the present invention is adopted the following technical scheme that：
A kind of 95598 Customer Service Center's monitoring operation systems, including：Application layer and data Layer；
The data Layer includes：
Marketing system management database, marketing system Production database, operation system Production database；
The application layer includes：
Run dynamic module：For counting and showing each province, districts and cities and the traffic data of constituent parts, and user is set to weigh
Limit, realizes the access privilege control of different user；
Run quality testing module：It is analyzed and evaluated for the operation data to Customer Service Center, to business processing number
According to being sampled quality inspection, and the index examined to the Customer Service Center of different business department liable to each prefecture-level company
Carry out automatic discrimination and workflow；
On-site supervision module：Match somebody with somebody by traffic forecast algorithm predicting telephone traffic, and according to predicting telephone traffic formulation personnel
Put strategy；Seat personnel work in every index and great Service events data, telework situation data are supervised in real time
Control and count；
Human resources module：Management for carrying out work attendance, emolument, contract, training and examination to seat personnel；
Emergency disposal module：For to system and service risk be monitored, early warning, to system and service risk answered
Anxious disposal, assessment；
Comprehensive management module：For entering to the document of Customer Service Center, fund and budget, personal information, work plan
The online integrated management of row；
Information acquisition module：For carrying out classification collection to all departments of Customer Service Center data and counting；
Wherein, marketing system management database and marketing system Production database two-way communication, marketing system management data
Storehouse communicates with operation dynamic module, and marketing system Production database communicates with operation quality testing module；
Operation system Production database and operation quality testing module, on-site supervision module, human resources module, integrated management mould
Block and information acquisition module communicate respectively；Operation system Production database also with emergency disposal module two-way communication.
The on-site supervision module includes：
Arrange an order according to class and grade module：Personnel depaly plan is formulated by traffic forecast algorithm predicting telephone traffic, and according to predicting telephone traffic
Slightly；
Data transfer module：It is real by the material particular automatic data transmission of the untreated completion of last order of classes or grades at school to next order of classes or grades at school
The accumulation of existing material particular is retained.
Scene is attended a banquet monitoring module：To attending a banquet, member's routine work indices are monitored and counted in real time, and to not
The overtime index of ad eundem carries out prompting alarm by desktop message, billboard acousto-optic flashing mode to different objects；
Live traffic monitoring module：To the information data index during work on the spot, great Service events data, long-range
Working condition data monitor in real time, live traffic abnormal conditions are alarmed and handled；
Index of attending a banquet alarm module：Multistage traffic data threshold values is set, once telephone traffic is exceeded, in time to customer service
Center and accountability unit's prompting are alarmed；
Work order relating module：In the hot line of system 95598, the work order for reacting same problem is associated；
Major event management module：According to the significance level of event in work order, event is divided into some grades, according to event
The difference of grade, carries out different approval processes respectively；
It is unified to reply bore module：Customer Service Center sets up with operation system and is connected, according to the shelves of operation system client
Case information or the unified answer bore module of phone auto-associating, form unified answer bore to special work order.
Described information acquisition module includes：
System operation monitoring module：To system operation and the threshold values of the every monitor control index setting monitoring of computer lab management, and
Automatically the monitor control index beyond threshold values is alerted；Adjustment process to System Privileges and platform parameters formulates the stream of standard
Journey, realizes the management and control to parameter tuning process；
System operation evaluation module：By setting, related weight and evaluating, set up system operation evaluation model, right
System equipment, service application, manufacturer's service carry out quantitatively evaluating management, and formulate the emergency policy under different abnormal conditions；
System maintaining module：The online management of procedure is carried out to the unit exception defect occurred in system operation,
And abnormal cause is analyzed, rectification scheme is formulated in time；
System and equipment files module：System and enabling for equipment are filed automatically, and according to system and the reality of equipment
The data of situation real-time update archives；
System update demand module：Improve management for Added Business demand, system defect change request, system upgrade and need
Progress risk Pre-Evaluation is sought, and assessment result is preserved.
The operation quality testing module includes：
Index appeals module：Various regions electric service data are transferred, the index to different business department liable is sentenced automatically
Other and workflow；
Sampling quality testing module：Quality inspection, quality inspection result auto-associating person are sampled to each module data of Customer Service Center
Work information data；
Service test and appraisal module：Complaints and denunciation data are transferred, Customer Service Center's traffic-operating period is analyzed, assessed.
A kind of method of 95598 Customer Service Center monitoring operation system, including：
Gather the operational data of all departments of Customer Service Center and distinguish classified and stored to marketing system database and operation
System database, each module of application layer calls the content of associated databases to realize operation Dynamic Display, operation respectively as needed
Quality inspection, on-site supervision, human resource management, emergency disposal, traffic statistic and prediction, data information acquisition and informix
Management function.
Described information integrated management includes：According to the document application submitted, by fuzzy query, determine whether to replace text
The field of part, if so, the old document replaced is set to calcellation, new file comes into force；
Each field information is changed, while related alternate file can be associated；
After setting document validity date, validity date, calcellation is handled document automatically, and sends prompting message.
It is described operation quality inspection process be：Business processing data are sampled, and quality inspection is carried out according to corresponding standard,
If quality inspection result is qualified, quality inspection result is announced and preserved；If quality inspection result is unqualified, the pre- public affairs of quality inspection result are carried out
Cloth；
If initiating to appeal by sampling observation personnel, sampling quality testing module is examined pre-publication result according to complaint content
Core, after the completion of complaint processing, the Examined after examination ＆ verification is announced and preserved by sampling quality testing module.
The traffic statistic and the method for prediction are：
(1) the history traffic data in certain period of time is chosen, according to taken historical data, when separate service group calculates each
Between section point hour telephone traffic M1；According to the average treatment duration N of average call duration and the single phone of duration calculation on the desk；Finally
It is determined that the traffic personnel's number H needed per hour1；
(2) defining Prediction Parameters influence telephone traffic X includes weather condition influence telephone traffic X1, dead line bar number influence words
Business amount X2, breakdown repair resource quantity influence telephone traffic X3, cause specific frequency of power cut influence telephone traffic X4, community's electric service
Unit resource quantity influence telephone traffic X5；
(3) according to the previous year, monthly each Prediction Parameters influences telephone traffic X1, X2, X3, X4, X5 data target, calculates
Each Prediction Parameters in corresponding month influence then telephone traffic X1', X2', X3', X4', X5'；It is each pre- by corresponding month then
The telephone traffic for surveying parameter influence is multiplied by the weight of each Prediction Parameters influence telephone traffic, calculates the prediction ginseng in corresponding month then
Number influence telephone traffic X'；
(4) 24 hourly average telephone traffics of adjacent 2 months of the previous year are compared, determine that hourly average telephone traffic is same
Phase amplification/range of decrease percentage λ numerical value, is respectively labeled as λ 1- λ 24；
(5) the average traffic amount respectively A1-A24 of 24 points hour of that month then is set, with reference to prediction of that month then
Parameter influences telephone traffic X' and the previous year corresponding month hourly average telephone traffic same period amplification/range of decrease percentage λ numerical value, meter
Calculating ought 1 monthly average, 24 hourly average traffic load premeasuring S during the lunar New Year；
(6) on-site actual situations and empirical value are combined, hour telephone traffic M2 per capita is drawn, according to formula H2=S/M2,
Calculate the traffic personnel's number H needed per hour2；
(7) by calculating H1And H2Average value, it is determined that the final pre- quantitation of traffic personnel.
It is described to need the number H of traffic personnel per hour1Computational methods it is as follows：
H1=(M1*N)/(ν * δ * t)
Wherein, M1 is telephone traffic per hour, and N is single phone average treatment duration, and ν is the rate of attendance, and δ utilizes for platform seat
Rate, t can provide operating time per hour for everyone.
Telephone traffic X1', X2', X3', X4', X5' of each Prediction Parameters influence in the corresponding month then computational methods
For：
X1 '=a*y1*ξ1；X2 '=b*y2*ξ2；X3 '=c*y3*ξ3；X4 '=d*y4*ξ4；X5 '=e*y5*ξ5；
When the computational methods of 1 monthly average, 24 hourly average traffic load premeasuring S during the lunar New Year are：
S=[A1* (1+ λ 1)+A2* (1+ λ 2)+... A24* (1+ λ 24)]+24*X'} * 30/31
Wherein, a is the empirical value of 1 adverse weather conditions telephone traffic, y1For the same period last year boisterous number of times, ξ 1 is
Amplification/range of decrease of the same period in this year bad weather number of times；B is that 1 dead line influences the empirical value of telephone traffic, y2For the same period last year
Dead line bar number, ξ 2 be the same period in this year dead line bar number amplification/range of decrease；C is 1 breakdown repair real estate impact traffic
The empirical value of amount, y3For the breakdown repair resource quantity of the same period last year, ξ 3 for the same period in this year breakdown repair resource quantity amplification/
The range of decrease；D is the empirical value of 1 cause specific power failure influence telephone traffic, y4For the cause specific frequency of power cut of the same period last year, ξ 4 is
Amplification/range of decrease of the same period in this year cause specific frequency of power cut；E is that 1 community's electric service unit resource influences the warp of telephone traffic
Test value, y5For community's electric service unit resource quantity of the same period last year, ξ 5 is the same period in this year community's electric service unit resource
Amplification/range of decrease of quantity；A1-A24 is respectively the average traffic amount of 24 points hour of that month then；λ 1- λ 24 are that the previous year is small
When average traffic amount same period amplification/range of decrease percentage numerical value.
The beneficial effects of the invention are as follows：
1. Customer Service Center's monitoring operation platform that the present invention is built, incorporates every business number of Customer Service Center
According to realizing online examination ＆ approval to the every flow of service centre, online processing, specification handling process；To staff's United Dispatching,
Change in the past with OA or paper transmission information, the mode of operation of examination, management and control, unified construction operation monitoring are collected with periodic data
System, realizes the seamless connections of data, the on-line implement of business, the real-time management and control of process, the instant analysis of effect.
2. setting up 95598 system operations safeguards overall process management and control system, realize that link joins above and below 95598 system hardware and softwares
Dynamic, lateral loops restraining about, flowchart process management and control, compliance test result the closed loop monitoring such as implement.Nearly thousand equipment in center is carried out real name,
Address, brand, important technological parameters etc. are registered, and are built according to quality guarantee cycle, equipment life, time between overhauls(TBO), tour vacuum phase etc.
Vertical equipment files simultaneously realize that the auto-alarming that expires implements processing.Set up anomaly, site disposal, risk carry report, rectification implement,
Assess and evaluate overall process management and control system, system security management and control ability is obviously improved.Implementation system and equipment day, the moon, season inspection, it is fixed
Phase carries out risk assessment, and system optimization lifting, equipment and system hidden trouble disposal rate 100% are implemented according to assessment result.
3. setting up periodic data collects examination, management and control mode of operation, using monitoring operation system as platform, the nothing of data is realized
Stitch linking, the real-time management and control of the on-line implement of business, process, the instant analysis of effect.
Realize that the service management of province's cities and counties' three-level 95598 circulates in length and breadth, data sharing.
95598 unified service monitoring dispatching platforms are built, center agent condition monitoring, long-range state prison of attending a banquet is realized
Control, Changes in weather monitoring, call monitoring, monitoring etc. of queuing up in five minutes, realize 0 time response of emergency services event.
Brief description of the drawings
Fig. 1 is monitoring operation system structure diagram of the present invention；
Fig. 2 is present invention sampling quality testing module operating diagram；
Fig. 3 is 24 hours traffic forecast curve synoptic diagrams of the invention；
Embodiment：
The present invention will be further described with embodiment below in conjunction with the accompanying drawings：
As shown in figure 1, a kind of 95598 Customer Service Center monitoring operation system, including：Application layer and data Layer；
Data Layer includes：Marketing system management database, marketing system Production database, operation system Production database；
Application layer includes：
Run dynamic module：For counting and showing each province, districts and cities and the traffic data of constituent parts, and user is set to weigh
Limit, realizes the access privilege control of different user；
Run quality testing module：It is analyzed and evaluated for the operation data to Customer Service Center, to business processing number
According to being sampled quality inspection, and the index examined to the Customer Service Center of different business department liable to each prefecture-level company
Carry out automatic discrimination and workflow；
On-site supervision module：Match somebody with somebody by traffic forecast algorithm predicting telephone traffic, and according to predicting telephone traffic formulation personnel
Put strategy；Seat personnel work in every index and great Service events data, telework situation data are supervised in real time
Control and count；
Human resources module：Management for carrying out work attendance, emolument, contract, training and examination to seat personnel；
Emergency disposal module：For to system and service risk be monitored, early warning, to system and service risk answered
Anxious disposal, assessment；
Comprehensive management module：For entering to the document of Customer Service Center, fund and budget, personal information, work plan
The online integrated management of row；
Information acquisition module：For carrying out classification collection to all departments of Customer Service Center data and counting；
Wherein, marketing system management database and marketing system Production database two-way communication, marketing system management data
Storehouse communicates with operation dynamic module, and marketing system Production database communicates with operation quality testing module；
Operation system Production database and operation quality testing module, on-site supervision module, human resources module, integrated management mould
Block and information acquisition module communicate respectively；Operation system Production database also with emergency disposal module two-way communication.
First, dynamic module is runed：
Monitoring operation is by diversified forms such as PPT, video, charts, and traffic key index, the traffic for illustrating center become
Gesture, percent of call completed, service level, service indication, weather forecast.Data statistics point is carried out by different time dimension, county of provinces or municipalities
Analysis, illustrate average, most value, year-on-year, ring than achievement data.In addition, by user authority setting, realizing that provincial company can be looked into
See the traffic data of the whole province, it is possible to check the data of various regions cities and counties, prefectures and cities can check the traffic in this districts and cities and affiliated county
Data, existing company can only check the traffic data of our unit, meet not commensurate, personnel to the demands of 95598 traffic data,
The online interaction of the data of the whole province 95598 is realized simultaneously and is shared.
2nd, human resources module
Human resources module is by carrying out depositing in real time for the information such as work attendance, emolument, contract, training, examination to seat personnel
Storage realizes overall process, the quantitative management of center agent personnel with updating.Mainly include：
1st, the multimedia messages of collection and keeper, including photo, video recording, sound etc., to facilitate subsequent query.In real time
Storage or more new employee are from registration to the historical data of leaving office overall process, and personnel's leaving office flow is examined and files preservation online, and
When grasp the real time information of each employee.
2nd, the record of checking card in the attendance record and attendance recorder in system is compared automatically, forms correct work attendance
Table, data foundation is provided for performance appraisal.
3 and the pay structure and calculation formula of different type employee are set；Gross salaries control rule flexibly, can be to firewood
The projects such as money, bonus, overtime pay are configured, and excess is pointed out or do not allow to provide, and realize that control cost is avoided risk.
4th, to employee's expiration of contract early warning, it would be desirable to which the personnel for signing contract are bound to the page in the form of message box
In.
5th, carry out 360 degree of marking to employee to examine, system is self-service to make examination assessment data and chart, and the result of appraisal are used for
Second Year spends more money on reference data,
6th, the online collection of all departments' training requirement is realized, and need to initiating training immediately the problem of discovery in quality inspection management
Ask, all kinds of training requirements are classified, work out training program, implement training, and be estimated, realize and training is directed to
Property, planned closed loop management.
7th, the test item bank of Customer Service Center is established, the ratio of paper fraction, all kinds of examination questions is set according to policy-flexible,
Automatically generation examination paper is extracted in exam pool.
Can anonymity sentence volume, different examination questions assign many people to sentence volume simultaneously, anti-prompting of failing to judge, realization sentence volume it is efficient, transparent, can
Tracing management.
Total marks of the examination of attending a banquet are counted, analyzed, ranking, and selective analysis typing training requirement the problem of there will be,
Examination paper, training process are carried out it is follow-up improve, realize overall process, the closed loop management of examination management, formed training, examination it is mutual
Dynamic, feedback mechanism.
3rd, 95598 operation quality testing module
95598 operation management modules include index complaint module, sampling quality testing module, service test and appraisal module.
Index appeals module：Various regions electric service data are transferred, the index to different business department liable is sentenced automatically
Other and workflow；The time of INDEX MANAGEMENT is saved, the efficiency of management is improved.
Sampling quality testing module：Quality inspection, quality inspection result auto-associating person are sampled to each module data of Customer Service Center
Work information data；
The process of quality inspection is runed as shown in Fig. 2 being sampled to business processing data, and matter is carried out according to corresponding standard
Inspection, quality inspection result if quality inspection result is qualified, announced and preserved；If quality inspection result is unqualified, quality inspection result is carried out
Pre-publication；
If initiating to appeal by sampling observation personnel, sampling quality testing module is examined pre-publication result according to complaint content
Core, after the completion of complaint processing, the Examined after examination ＆ verification is announced and preserved by sampling quality testing module.
Service test and appraisal module：Complaints and denunciation data are transferred, Customer Service Center's traffic-operating period is analyzed, assessed.
4th, information acquisition module includes：
System operation monitoring module：To system operation and the threshold values of the every monitor control index setting monitoring of computer lab management, and
Automatically the monitor control index beyond threshold values is alerted；Adjustment process to System Privileges and platform parameters formulates the stream of standard
Journey, realizes the management and control to parameter tuning process；
System operation evaluation module：By setting, related weight and evaluating, set up system operation evaluation model, right
System equipment, service application, manufacturer's service carry out quantitatively evaluating management, and formulate the emergency policy under different abnormal conditions；
Improve system emergency ability.
System maintaining module：The online management of procedure is carried out to the unit exception defect occurred in system operation,
And abnormal cause is analyzed, rectification scheme is formulated in time；
System and equipment files module：System and enabling for equipment are filed automatically, and according to system and the reality of equipment
The data of situation real-time update archives；
System update demand module：Improve management for Added Business demand, system defect change request, system upgrade and need
Progress risk Pre-Evaluation is sought, and assessment result is preserved.
Information management sets up system specialization pipe by implementing integrated management to system O＆M, assessment, management, evaluation
Reason system.
5th, 95598 on-site supervision modules include：
Arrange an order according to class and grade module：Personnel depaly plan is formulated by traffic forecast algorithm predicting telephone traffic, and according to predicting telephone traffic
Slightly；
Data transfer module：It is real by the material particular automatic data transmission of the untreated completion of last order of classes or grades at school to next order of classes or grades at school
The accumulation of existing material particular is retained.
Scene is attended a banquet monitoring module：To attending a banquet, member's routine work indices are monitored and counted in real time, and to not
The overtime index of ad eundem carries out prompting alarm by desktop message, billboard acousto-optic flashing mode to different objects；
Live traffic monitoring module：To the information data index during work on the spot, great Service events data, long-range
Working condition data monitor in real time, live traffic abnormal conditions are alarmed and handled；
Index of attending a banquet alarm module：Multistage traffic data threshold values is set, once telephone traffic is exceeded, in time to customer service
Center and accountability unit's prompting are alarmed；
Work order relating module：In the hot line of system 95598, the work order for reacting same problem is associated；
Major event management module：According to the significance level of event in work order, event is divided into some grades, according to event
The difference of grade, carries out different approval processes respectively；
It is unified to reply bore module：Customer Service Center sets up with operation system and is connected, according to the shelves of operation system client
Case information or the unified answer bore module of phone auto-associating, form unified answer bore to special work order.
6th, emergency disposal module includes：
Contingency management includes service emergency disposal and system emergency disposal.
Emergency disposal is serviced to answer including service Risk Monitoring, service Risk-warning, service risk emergency plan, service risk
The tasks such as anxious disposal, the emergent assessment of service risk.
The emergency event that system emergency disposal may occur for system, sets up Emergency system, is periodically met an urgent need
Preview, carries out emergency disposal, and emergent preview and emergency disposal are estimated and improved if necessary.
7th, comprehensive management module includes：
Document management module：Realize the distribution archive to hub file, cancelling manages；Document is controlled to look into by priority assignation
Read rank；
According to the document application submitted, by fuzzy query, the field of alternate file is determined whether, if so, replacing
Old document be set to calcellation, new file comes into force；
Document management module has the function of each field information of modification modification, while related alternate file can be associated；
After document management module can set document validity date, validity date, calcellation is handled document automatically, and is sent
Prompting message.
Planning management module：Including comprehensive fund planning management, special fund planning management and work plan management；
Store keeping module：To material planning, be put in storage, receive carry out online management, setting special article sign, to specific
When article is received, system is transferred to leader's examination ＆ approval link automatically, realizes the shunting thread management to different materials；
Budget management module：Online management is carried out to center yearly budget, monthly budget, use of funds situation；
Project management module：Full storage project implementation process data, realizes the online tracking of project；
Festivals or holidays module on duty：On duty for festivals or holidays arranges an order according to class and grade online, on duty to center festivals or holidays personnel to carry out online
Management, storage, retrieval, realize information sharing on duty.
8th, report form statistics
According to center all departments business demand, report form statistics is carried out, data sharing is realized.
Statistics include districts and cities' performance assessment criteria, center performance assessment criteria, realize to districts and cities, the statistics of center key index,
Inquiry, information sharing；Also include districts and cities' complaint situation statistical query, center complaint situation statistical query, quality inspection situation statistics to look into
Ask；Traffic measurement is carried out according to incoming call, exhalation, Ivr Bootstrap statistics type, mainly counted including work order statistics, service business amount,
Complain work order detail statistics, report work order detail statistics.The data collected after system acquisition, by Machining Analysis, it would be desirable to send out
The data of cloth are shared after carrying out examination ＆ verification processing.
Gather the operational data of all departments of Customer Service Center and distinguish classified and stored to marketing system database and operation
System database, each module of application layer calls the content of associated databases to realize operation Dynamic Display, operation respectively as needed
Quality inspection, on-site supervision, human resource management, emergency disposal, traffic statistic and prediction, data information acquisition and informix
Management function.
Define following title implication：
(1) average call duration：Customer service represents the time for answering a phone；
(2) duration on the desk：Customer service represents the time answered and work order business processing is issued after phone；
(3) single business processing duration=average call duration+desk duration；
(4) after the single business processing duration that all customer services are represented is added divided by total number of persons draws average traffic handling duration
N
(5) telephone traffic (S)：Refer to cycle time (year, the moon, week, day, when) the interior hotline of customers dial 95598 sum
Amount, unit (individual).
(6) hourly average telephone traffic (A)：Using hour as base unit, daily 24 hours in cycle time (year, the moon, week),
The average value of the hotline quantity of customers dial 95598 per hour, unit (individual), totally 24 values.
(7) Prediction Parameters influence telephone traffic (X):Including weather condition influence telephone traffic (X1), the influence of dead line bar number
Telephone traffic (X2), breakdown repair resource quantity influence telephone traffic (X3), cause specific frequency of power cut influence telephone traffic (X4), community
Electric service unit resource quantity influence telephone traffic (X5) etc., unit (individual).Wherein：
1. weather condition influences telephone traffic (X1)
Weather condition includes severe, normal two parameter items, and the empirical value of 1 adverse weather conditions telephone traffic is a, last year
The same period boisterous number of times is y1, if amplification/range of decrease of the same period in this year bad weather number of times is § 1, weather condition parameters weighting
For 70%.
2. dead line bar number influences telephone traffic (X2)
The empirical value of 1 dead line influence telephone traffic is b, and the dead line bar number of the same period last year is y2, if this year is same
Amplification/range of decrease of phase dead line bar number is § 2, and dead line bar number parameters weighting is 10%.
3. breakdown repair resource quantity influences telephone traffic (X3)
The empirical value of 1 breakdown repair real estate impact telephone traffic is c, and the breakdown repair resource quantity of the same period last year is y3,
If amplification/range of decrease of the same period in this year breakdown repair resource quantity is § 3, breakdown repair resource quantity parameters weighting is 7%.
4. cause specific frequency of power cut influences telephone traffic (X4)
1 cause specific, which has a power failure, influences the empirical value of telephone traffic for d, and the cause specific frequency of power cut of the same period last year is y4,
If amplification/range of decrease of the same period in this year cause specific frequency of power cut is § 4, cause specific frequency of power cut parameters weighting is 3%.
5. community's electric service unit resource quantity influences telephone traffic (X5)
The empirical value of 1 community's electric service unit resource influence telephone traffic is e, community's electric service list of the same period last year
Position resource quantity is y5, if amplification/range of decrease of the same period in this year community's electric service unit resource quantity is § 5, community's electric service
Unit resource number parameter weight is 10%.
(8) hourly average telephone traffic same period amplification/range of decrease (λ)
Hourly average telephone traffic same period amplification/range of decrease refers to that the same period compares, 24 points in 2 unit periods of same time
The difference percentage of hourly average telephone traffic, unit (%), totally 24 are worth.
1. the history traffic data in certain period of time is chosen, according to taken historical data, when separate service group calculates each
Between section point hour telephone traffic M1；According to the average treatment duration N of average call duration and the single phone of duration calculation on the desk；Finally
It is determined that the traffic personnel's number H needed per hour1；
H1=(M1*N)/(ν * δ * t)
Wherein, M1 is telephone traffic per hour, and N is single phone average treatment duration, and ν is the rate of attendance, and δ utilizes for platform seat
Rate, t can provide operating time per hour for everyone.
2. calculate by the cycle of the moon, the traffic load data of lower 1 month of prediction.
Traffic load predicts that specific measuring method is：
By the same quarter last year it is adjacent 2 months in 24 hourly average telephone traffics be compared, determine hourly average talk about
The numerical value of business amount same period amplification/range of decrease percentage (λ), totally 24 values, are set to λ 1- λ 24.
It is corresponding with the same period last year, of that month then traffic Prediction Parameters and the traffic Prediction Parameters of the same period last year are carried out
Contrast, draws the telephone traffic of each Prediction Parameters influence：
X1 '=a*y1*ξ1；X2 '=b*y2*ξ2；X3 '=c*y3*ξ3；
X4 '=d*y4*ξ4；X5 '=e*y5*ξ5；
X'=X1'*70%+X2'*10%+X3'*7%+X4'*3%+X5'*10%=0.7a*y1*ξ1+0.1b*y2*ξ2+
0.07c*y3*ξ3+0.03d*y4*ξ4+0.1e*y5*ξ5
If 24 of that month hourly average telephone traffics are A1-A24 then.
It is final draw ought 1 monthly average, 24 hourly average traffic load premeasurings during the lunar New Year be：
S=[A1* (1+ λ 1)+A2* (1+ λ 2)+... A24* (1+ λ 24)]+24*X'} * 30/31
According to 24 hourly average telephone traffic trend, traffic load curve can be made, as shown in Figure 3.
The traffic data cases of the periods such as traffic load spike, peak, low ebb are can be seen that according to traffic load curve map.
According to the traffic load data situation of day part, with reference to the rate of utilization of work hour of attending a banquet, work saturation degree, the duration of call,
The factors such as duration on the desk, the rate of attendance are influenceed, and reasonable disposition is carried out to personnel.
According to on-site actual situations and empirical value, if hour telephone traffic is M2 per capita, platform seat utilization rate is 75%, the rate of attendance
(empirical value) is 95%, and duration (Ta) on the desk determines the empirical value of different times with the duration of call (Tt) according to actual conditions, enters
And draw：
M2=(3600s*75%*95%)/(Ta+Tt)
If prognosticator's quantity is H2, that is, have：
H2=S/M2
3. by calculating H1And H2Average value, it is determined that the final pre- quantitation of traffic personnel.
According to new personnel's measuring method, corresponding traffic personnel can be formulated and arranged an order according to class and grade scheme.
From 2014, Customer Service Center was arranged an order according to class and grade by using new traffic load forecasting method, in the side of arranging an order according to class and grade
In case in addition to normal mornig shift, the middle class in a kindergarten, night shift, morning, evening peak class, often Chang Baiban, white operation class are added again, it is ensured that when each
Section personnel are sufficient, and personnel's utilization rate is significantly improved, and percent of call completed under normal circumstances can reach the index amount of requirement.
Although above-mentioned the embodiment of the present invention is described with reference to accompanying drawing, not to present invention protection model
The limitation enclosed, one of ordinary skill in the art should be understood that on the basis of technical scheme those skilled in the art are not
Need to pay various modifications or deform still within protection scope of the present invention that creative work can make.
Claims (5)
1. a kind of method for applying 95598 Customer Service Center's monitoring operation systems, 95598 Customer Service Center operation prison
Control system, including：Application layer and data Layer；
The data Layer includes：
Marketing system management database, marketing system Production database, operation system Production database；
The application layer includes：
Run dynamic module：For counting and showing each province, districts and cities and the traffic data of constituent parts, and user right is set,
Realize the access privilege control of different user；
Run quality testing module：It is analyzed and evaluated for the operation data to Customer Service Center, business processing data is entered
Line sampling quality inspection, and the index examined to the Customer Service Center of different business department liable to each prefecture-level company carries out
Automatic discrimination and workflow；
On-site supervision module：Personnel depaly plan is formulated by traffic forecast algorithm predicting telephone traffic, and according to predicting telephone traffic
Slightly；Monitoring in real time is carried out simultaneously to seat personnel work in every index and great Service events data, telework situation data
Statistics；
Human resources module：Management for carrying out work attendance, emolument, contract, training and examination to seat personnel；
Emergency disposal module：For being monitored to system and service risk, early warning, emergent place is carried out to system and service risk
Put, assess；
Comprehensive management module：For being carried out to the document of Customer Service Center, fund and budget, personal information, work plan
Line generalization is managed；
Information acquisition module：For carrying out classification collection to all departments of Customer Service Center data and counting；
Wherein, marketing system management database and marketing system Production database two-way communication, marketing system management database with
Dynamic module communication is runed, marketing system Production database communicates with operation quality testing module；
Operation system Production database with operation quality testing module, on-site supervision module, human resources module, comprehensive management module and
Information acquisition module communicates respectively；Operation system Production database also with emergency disposal module two-way communication；
It is characterized in that,
Gather the operational data of all departments of Customer Service Center and distinguish classified and stored to marketing system database and runtime
Database, each module of application layer call as needed the content of associated databases realize respectively operation Dynamic Display, operation quality inspection,
On-site supervision, human resource management, emergency disposal, traffic statistic and prediction, data information acquisition and information comprehensive management
Function；
The traffic statistic and the method for prediction are：
(1) the history traffic data in certain period of time is chosen, according to taken historical data, separate service group calculates each period
Divide hour telephone traffic M1；According to the average treatment duration N of average call duration and the single phone of duration calculation on the desk；Finally determine
The traffic personnel's number H needed per hour1；
(2) defining Prediction Parameters influence telephone traffic X includes weather condition influence telephone traffic X1, dead line bar number influence telephone traffic
X2, breakdown repair resource quantity influence telephone traffic X3, cause specific frequency of power cut influence telephone traffic X4, community's electric service unit
Resource quantity influence telephone traffic X5；
(3) according to the previous year, monthly each Prediction Parameters influences telephone traffic X1, X2, X3, X4, X5 data target, calculates then
Telephone traffic X1', X2', X3', X4', X5' of each Prediction Parameters influence in corresponding month；Each prediction in corresponding month then is joined
The telephone traffic of number influence, which is multiplied by each Prediction Parameters, influences the weight of telephone traffic, calculates the Prediction Parameters shadow in corresponding month then
Ring telephone traffic X'；
(4) 24 hourly average telephone traffics of adjacent 2 months of the previous year are compared, determine that the hourly average telephone traffic same period increases
Width/range of decrease percentage λ numerical value, is respectively labeled as λ 1- λ 24；
(5) the average traffic amount respectively A1-A24 of 24 points hour of that month then is set, with reference to Prediction Parameters of that month then
Telephone traffic X' and the previous year corresponding month hourly average telephone traffic same period amplification/range of decrease percentage λ numerical value is influenceed, calculates and works as
1 monthly average, 24 hourly average traffic load premeasuring S during the lunar New Year；
(6) on-site actual situations and empirical value are combined, hour telephone traffic M2 per capita is drawn, according to formula H2=S/M2, is calculated
The traffic personnel's number H needed per hour2；
(7) by calculating H1And H2Average value, it is determined that the final pre- quantitation of traffic personnel.
2. a kind of method for applying 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, it is characterized in that,
Described information integrated management includes：According to the document application submitted, by fuzzy query, the word of alternate file is determined whether
Section, if so, the old document replaced is set to calcellation, new file comes into force；
Each field information is changed, while related alternate file can be associated；
After setting document validity date, validity date, calcellation is handled document automatically, and sends prompting message.
3. a kind of method for applying 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, it is characterized in that,
It is described operation quality inspection process be：Business processing data are sampled, and quality inspection is carried out according to corresponding standard, if quality inspection
As a result it is qualified, then quality inspection result is announced and preserved；If quality inspection result is unqualified, quality inspection result pre-publication is carried out；
If initiating to appeal by sampling observation personnel, sampling quality testing module is audited according to complaint content to pre-publication result, Shen
Tell after the completion of processing, the Examined after examination ＆ verification is announced and preserved by sampling quality testing module.
4. a kind of method for applying 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, it is characterized in that,
The number H of traffic personnel is needed per hour in the step (1)1Computational methods it is as follows：
H1=(M*N)/v* δ * t
Wherein, M is telephone traffic per hour, and N is single phone average treatment duration, and v is the rate of attendance, and δ is platform seat utilization rate, and t is
Everyone can provide operating time per hour.
5. a kind of method for applying 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, it is characterized in that,
Telephone traffic X1', X2', X3', X4', X5' computational methods of each Prediction Parameters influence in the corresponding month then are：
X1'=a*y1*ξ1；X2'=b*y2*ξ2；X3'=c*y3*ξ3；X4'=d*y4*ξ4；X5'=e*y5*ξ5；
When the computational methods of 1 monthly average, 24 hourly average traffic load premeasuring S during the lunar New Year are：
S=[A1* (1+ λ 1)+A2* (1+ λ 2)+... A24* (1+ λ 24)]+24*X'} * 30/31
Wherein, a is the empirical value of 1 adverse weather conditions telephone traffic, y1For the same period last year boisterous number of times, ξ 1 is this year
Amplification/range of decrease of same period bad weather number of times；B is that 1 dead line influences the empirical value of telephone traffic, y2For stopping for the same period last year
Electric wire travel permit number, ξ 2 is amplification/range of decrease of the same period in this year dead line bar number；C is 1 breakdown repair real estate impact telephone traffic
Empirical value, y3For the breakdown repair resource quantity of the same period last year, ξ 3 is amplification/drop of the same period in this year breakdown repair resource quantity
Width；D is the empirical value of 1 cause specific power failure influence telephone traffic, y4For the cause specific frequency of power cut of the same period last year, ξ 4 is the present
Amplification/range of decrease of year same period cause specific frequency of power cut；E is that 1 community's electric service unit resource influences the experience of telephone traffic
Value, y5For community's electric service unit resource quantity of the same period last year, ξ 5 is the same period in this year community's electric service unit resource number
Amplification/range of decrease of amount；A1-A24 is respectively the average traffic amount of 24 points hour of that month then；λ 1- λ 24 are the previous year hour
The numerical value of average traffic amount same period amplification/range of decrease percentage.
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