CN107172312A - A kind of call center's uniform service of multiple districts and cities focuses on method - Google Patents
A kind of call center's uniform service of multiple districts and cities focuses on method Download PDFInfo
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- CN107172312A CN107172312A CN201710413933.7A CN201710413933A CN107172312A CN 107172312 A CN107172312 A CN 107172312A CN 201710413933 A CN201710413933 A CN 201710413933A CN 107172312 A CN107172312 A CN 107172312A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
Abstract
A kind of call center's uniform service of multiple districts and cities provided in an embodiment of the present invention focuses on method, including：Receive traffic incoming call and dialed digit；According to the match information in Region Matching database between dialed digit and area information and the corresponding area information of the dialed digit received reading, generate corresponding region identifier and match corresponding region identifier with corresponding client terminal；The corresponding region identifier of matching is obtained according to client terminal；Serviced according to corresponding region identifier and request instruction.The embodiment of the present invention determines corresponding region identifier by dialed digit, corresponding region identifier and client terminal are matched, when IVR services need the area information of client terminal, area information can be provided by corresponding region identifier, realize and corresponding region information matches are provided in IVR services, client is when carrying out related inquiry service, such as outage information inquiry, automatically access corresponding region information, it is not necessary to repeatedly input correspondence districts and cities, service more quick.
Description
Technical field
Concentrated the present invention relates to call center's uniform service of audio call technical field, more particularly to a kind of multiple districts and cities
Processing method.
Background technology
95598 be the service hotline of power system, belongs to one kind of call center.
Due to each districts and cities office respectively have a set of IVR flows and monitoring system, when customer call 95598, it is necessary to
Corresponding office of districts and cities is answered and serviced, thus needs all to set the personnel placement of correlation to answer electricity at any time in office of each districts and cities
Words, cause each districts and cities office service it is different, personnel assignment is uneven, waste of human resource the problems such as.
Accordingly, it would be desirable to which 95598 systems to office of existing districts and cities are transformed, realize that 95598 call business the whole provinces are intensive
Change management.Based on provincial concentration customer service construction, carry out provincial concentration customer service construction, it is desirable to existing using certain power supply administration
Audio call equipment as first adapter unit audio call access center, to existing 95598 application system implement
Adapter transformation, meets many districts and cities while the call monitoring accessed and data statistics requirement.So, how to propose a kind of multiple districts and cities
Call center's uniform service focus on method, so as to meet many districts and cities and meanwhile access call monitoring and data statistics will
Ask, be those skilled in the art's technical issues that need to address.
The content of the invention
Method is focused on the embodiments of the invention provide a kind of call center's uniform service of multiple districts and cities, for meeting
Call monitoring and data statistics requirement that many districts and cities access simultaneously, effectively solve the skimble-scamble problem of office of prefectures and cities service.
A kind of call center's uniform service of multiple districts and cities provided in an embodiment of the present invention focuses on method, including：
S1：Receive traffic incoming call and dialed digit；
S2：According to the match information in Region Matching database between dialed digit and area information and the dialing received
Numeral reads corresponding area information, generates corresponding region identifier and by corresponding region identifier and corresponding client terminal
Match somebody with somebody；
S3：Receive the request instruction of client terminal and detect in request instruction whether inclusion region information request, if so, then
The corresponding region identifier of matching is obtained according to client terminal；
S4：Serviced according to corresponding region identifier and request instruction.
Preferably, also include before the step S1：
S0：The phone of client terminal is received, judges whether called number is 95598 by called-number identification service,
If so, then exporting traffic incoming call and dialed digit.
Preferably, a kind of situation of the step S4 is specially：
It is specially electricity charge query statement to judge request instruction, then according to corresponding region identifier in corresponding regional database
It is middle to inquire about the corresponding electricity charge of client terminal.
Preferably, a kind of situation of the step S4 is specially：
It is specially warranty failure instruction to judge request instruction, then is reported according to corresponding region identifier to office of corresponding districts and cities
Fault message.
Preferably, a kind of situation of the step S4 is specially：
It is specially the instruction of business progress queries to judge request instruction, then the family number in client terminal information or job note
Number corresponding business progress is inquired about in business progress data storehouse.
Preferably, also include after the step S4：
S5：Service result is passed through voice broadcast by the method for service selection instruction sent according to service result and client terminal
Or short message or fax mode are sent to client terminal.
Preferably, also include after the step S4：
S6：In real time obtain client terminal information, districts and cities' information, traffic information, trunk information, information of lining up, seat information,
KPI indication informations are simultaneously inputted to monitoring data storehouse；
Districts and cities' information include corresponding region identifier, the traffic information include request instruction, traffic real time data,
Request instruction service scenario.
Preferably, also include after the step S6：
S7：The corresponding information in monitoring data storehouse is graphically shown in real time according to monitoring information idsplay order.
Preferably, the step S7 also includes simultaneously：
S701：Chart is switched to by default first chart according to the default automatic playing interval time.
Preferably, also include after the step S6：
S8：According to monitoring data storehouse statistics for entire group traffic-operating period, relaying occupancy situation, traffic incoming call situation, traffic exhalation
Situation, telephone traffic situation, artificial telephone traffic percent of call completed, continue situation, seat of situation, seat traffic-operating period, seat is manually waited to exhale
Artificial situation, seat answer speed to staqtistical data base.
As can be seen from the above technical solutions, the embodiment of the present invention has advantages below：
A kind of call center's uniform service of multiple districts and cities provided in an embodiment of the present invention focuses on method, including：Connect
Receive traffic incoming call and dialed digit；According to the match information in Region Matching database between dialed digit and area information and connect
The dialed digit that receives reads corresponding area information, generate corresponding region identifier and by corresponding region identifier with it is corresponding
Client terminal is matched；Receive the request instruction of client terminal and detect in request instruction whether inclusion region information request, if so,
The corresponding region identifier of matching is then obtained according to client terminal；Serviced according to corresponding region identifier and request instruction.
The embodiment of the present invention determines corresponding region identifier by dialed digit, and then corresponding region identifier and client terminal are matched
Get up so that when IVR services need the area information of client terminal, area information can be provided by corresponding region identifier,
Realize and corresponding region information matches are provided in IVR services, client is when carrying out related inquiry service, and such as outage information is looked into
Ask, automatically access corresponding region information, it is not necessary to repeat input correspondence districts and cities, service more quick.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
There is the accompanying drawing used required in technology description to be briefly described, it should be apparent that, drawings in the following description are only this
Some embodiments of invention, for those of ordinary skill in the art, without having to pay creative labor, may be used also
To obtain other accompanying drawings according to these accompanying drawings.
Fig. 1 is that a kind of call center's uniform service of multiple districts and cities provided in an embodiment of the present invention focuses on the one of method
The schematic diagram of individual embodiment；
Fig. 2 is that a kind of call center's uniform service of multiple districts and cities provided in an embodiment of the present invention focuses on the another of method
The schematic diagram of one embodiment.
Embodiment
Method is focused on the embodiments of the invention provide a kind of call center's uniform service of multiple districts and cities, for meeting
Call monitoring and data statistics requirement that many districts and cities access simultaneously, effectively solve the skimble-scamble problem of office of prefectures and cities service.
To enable goal of the invention, feature, the advantage of the present invention more obvious and understandable, below in conjunction with the present invention
Accompanying drawing in embodiment, the technical scheme in the embodiment of the present invention is clearly and completely described, it is clear that disclosed below
Embodiment be only a part of embodiment of the invention, and not all embodiment.Based on the embodiment in the present invention, this area
All other embodiment that those of ordinary skill is obtained under the premise of creative work is not made, belongs to protection of the present invention
Scope.
Referring to Fig. 1, a kind of uniform service side of focusing on of call center of multiple districts and cities provided in an embodiment of the present invention
One embodiment of method, including：
101：Receive traffic incoming call and dialed digit；
Client terminal puts through 95598 by way of making a phone call, thus call center receives traffic incoming call and dialed digit.
102：According to the match information in Region Matching database between dialed digit and area information and group received
Number word reads corresponding area information, generates corresponding region identifier and by corresponding region identifier and corresponding client terminal
Matching；
Include in Region Matching database and match corresponding relation between dialed digit and area information, can be according to region
Match information in matching database between dialed digit and area information and the dialed digit received read corresponding region
Information, generate corresponding region identifier, then corresponding region identifier is matched with corresponding client terminal, when need client end
During the area information at end, it can be obtained according to corresponding region identifier.
103：Receive the request instruction of client terminal and detect in request instruction whether inclusion region information request, if so,
The corresponding region identifier of matching is then obtained according to client terminal；
The request instruction (such as telephone expenses query statement) of client terminal is received, and detects whether inclusion region is believed in request instruction
Breath request (if desired for the inquiry of area information, is then preset in request instruction and includes corresponding area information request), if so, then
The corresponding region identifier of matching is obtained according to client terminal.
104：Serviced according to corresponding region identifier and request instruction；
The area information of client terminal is got according to corresponding region identifier, and according to area information and request instruction
(such as telephone expenses query statement) carries out specific service, and (inquiry and client are whole in the regional database as corresponding to from corresponding region identifier
Hold corresponding telephone expenses).
A kind of call center's uniform service of multiple districts and cities provided in an embodiment of the present invention focuses on method, including：Connect
Receive traffic incoming call and dialed digit；According to the match information in Region Matching database between dialed digit and area information and connect
The dialed digit that receives reads corresponding area information, generate corresponding region identifier and by corresponding region identifier with it is corresponding
Client terminal is matched；Receive the request instruction of client terminal and detect in request instruction whether inclusion region information request, if so,
The corresponding region identifier of matching is then obtained according to client terminal；Serviced according to corresponding region identifier and request instruction.
The embodiment of the present invention determines corresponding region identifier by dialed digit, and then corresponding region identifier and client terminal are matched
Get up so that when IVR services need the area information of client terminal, area information can be provided by corresponding region identifier,
Realize and corresponding region information matches are provided in IVR services, client is when carrying out related inquiry service, and such as outage information is looked into
Ask, automatically access corresponding region information, it is not necessary to repeat input correspondence districts and cities, service more quick.
Method will be focused on to a kind of call center's uniform service of multiple districts and cities provided in an embodiment of the present invention below
Another embodiment be described in detail.
Referring to Fig. 2, a kind of uniform service side of focusing on of call center of multiple districts and cities provided in an embodiment of the present invention
Another embodiment of method, including：
201：The phone of client terminal is received, judges whether called number is 95598 by called-number identification service,
If so, then exporting traffic incoming call and dialed digit；
The Base Stations of each districts and cities, receive after local Client-initiated telephone event, whether judge called number
95598, it is to branch to the provincial concentration flow of telecommunications to access and perform mark, our plateform systems is then accessed by telecommunications relay
Afterwards, incoming call districts and cities are distinguished with different landing numbers (dialed digit i.e. in step 201,202,203).
202：Receive traffic incoming call and dialed digit；
203：According to the match information in Region Matching database between dialed digit and area information and group received
Number word reads corresponding area information, generates corresponding region identifier and by corresponding region identifier and corresponding client terminal
Matching；
204：Receive the request instruction of client terminal and detect in request instruction whether inclusion region information request, if so,
The corresponding region identifier of matching is then obtained according to client terminal；
205：Serviced according to corresponding region identifier and request instruction.
Further, a kind of situation of the step 205 is specially：
It is specially electricity charge query statement to judge request instruction, then according to corresponding region identifier in corresponding regional database
It is middle to inquire about the corresponding electricity charge of client terminal.
Further, a kind of situation of the step 205 is specially：
It is specially warranty failure instruction to judge request instruction, then is reported according to corresponding region identifier to office of corresponding districts and cities
Fault message.
Further, a kind of situation of the step 205 is specially：
It is specially the instruction of business progress queries to judge request instruction, then the family number in client terminal information or job note
Number corresponding business progress is inquired about in business progress data storehouse.
206：Service result is broadcast by voice according to the method for service selection instruction that service result and client terminal are sent
Report or short message or fax mode are sent to client terminal.
207：Client terminal information, districts and cities' information, traffic information, trunk information, information of lining up, seat letter are obtained in real time
Breath, KPI indication informations are simultaneously inputted to monitoring data storehouse；
Districts and cities' information include corresponding region identifier, the traffic information include request instruction, traffic real time data,
The service scenario of request instruction.
208：The corresponding information in monitoring data storehouse is graphically shown in real time according to monitoring information idsplay order；
Further, step 208 also includes simultaneously：Chart is switched to according to the default automatic playing interval time default
The first chart；
Chart is switched to by default first chart according to the default automatic playing interval time, now no matter shown
What chart, all switches to default first chart, after default first chart shows the lasting default time, by display
The chart (can not also switch back) that chart is switched back into before switching.
209：According to monitoring data storehouse statistics for entire group traffic-operating period, relaying occupancy situation, traffic incoming call situation, traffic exhalation
Situation, telephone traffic situation, artificial telephone traffic percent of call completed, continue situation, seat of situation, seat traffic-operating period, seat is manually waited to exhale
Artificial situation, seat answer speed to staqtistical data base.
It should be noted that because office of each districts and cities respectively has a set of IVR flows and monitoring system, the embodiment of the present invention is
Realize 95598 system intensive managements, it is necessary to which the transformation in Unified Set and business information Centralized Monitoring function are carried out to IVR flows
Upgrading, effectively solves the skimble-scamble problem of office of prefectures and cities service.
The embodiment of the present invention presses the landing number (dialed digit i.e. in step 201,202,203) in telephone event to divide
Class goes out the telephone event of correspondence districts and cities, and the acquisition system and monitoring system for then giving specialty go to complete follow-up work.And IVR flows
Inside journey, after telephone event districts and cities are distinguished, particular variables can be added in program and track the whole telephone event cycle, until
Telephone finished, the function needs of identification districts and cities may be used to meet inside IVR flows.
Inquire about class business, such as electricity charge inquiry, flow inquiry, electricity price information.There is provided three kinds after client identity is verified
Method of service is selected for user：1 voice broadcast form；2 receive short message form；3 fax sending and receiving forms.
Progress queries provide two kinds of methods of service and selected for user：1 voice broadcast form；2 receive short message form；
95598 call centers must accept the full dose call business in many cities, then, how the ground of Intelligent Recognition called number
Domain turns into key technical problem so that the Electricity customers for office of multiple districts and cities provide correspondence electric service.
For that purpose it is necessary to introduce DNIS (called-number identification service), i.e. call receiver identification called number in ivr
Dialed digit (dual multitone or MF numeral) can be transferred to peace by the telephone service business of code, called-number identification service
Dress can read and show these numerals or provide it to the destination for the special installation that call center is handled, that is, call
Center.Call center is received after dialed digit, and the data are handled, and is read correspondence regional information, is assigned corresponding region
Identifier, matches correspondence calling customer, just can Intelligent Recognition go out the region of called number, carried while realizing in IVR services
For corresponding region information matches, client is when carrying out related inquiry service, and such as outage information is inquired about, and automatically accesses correspondence region
Information, it is not necessary to repeat input correspondence districts and cities, service more quick.The above-mentioned explanation for step 203.
The embodiment of the present invention is by being expanded and being optimized to existing monitoring system, the bearing capacity of lifting system and monitoring
Scope, meets multiple districts and cities while the real-time monitoring requirement of 95598 traffics accessed, allows call center's operation management personnel at any time
Solve and monitor the real-time function situation of multiple districts and cities' call business, allow site administrator's moment understand call center relaying,
Queue, the situation of seat dynamic change, the moment pay close attention to the real time data of the items KPI indexs such as service level, so as to scene intervention
And scheduling, the function subitem of major alterations includes：
1st, districts and cities' monitoring (districts and cities' information is obtained i.e. in step 207 in real time)
Realize that be engaged in office of multiple adapter districts and cities real time data and demand accept the unified displaying monitoring of situation, main bag
Include this day incoming call total amount, self-service incoming call amount, manually artificial incoming call amount, the amount of answering, 20 seconds percent of call completeds, artificial percent of call completed, total incoming calls
The displaying of the data such as percent of call completed；Support simultaneously shows each office of districts and cities incoming call amount with map mode.
By default early warning threshold values, realize and queuing number warning function is accessed to current 95598 traffic of office of multiple adapter districts and cities.
Graphically show the following monitor control index after many office of districts and cities accesses simultaneously：This month incoming call total amount, year add up
Incoming call total amount, this day incoming call total amount, this day self-service incoming call amount, manually measure this day, call loss amount, the percent of call lost, incoming call percent of call completed, 20 seconds
Percent of call completed, average waiting duration, average call duration, average treatment duration.
2nd, call monitoring (traffic information is obtained i.e. in step 207 in real time)
Office of multiple adapter districts and cities is counted and shown simultaneously while call center's total traffic after accessing, artificial incoming call, artificial
Exhalation and the 24 hours traffic curve tendencies and real time data of automatic speech, and its peak value this day；Statistics and display are real-time
The traffic ratio of artificial incoming call, artificial exhalation and automatic speech；Count and show that this day accumulative artificial incoming call exhalation traffic is detailed
Feelings, and its interval percent of call completed.
3rd, relaying monitoring (trunk information is obtained i.e. in step 207 in real time)
Realize to office of many districts and cities while showing the real time line state of each relaying group configured in interchanger after access
Monitor in real time, and count the busy in real time, not busy of relaying group and take ratio；The exhalation of incoming calls in 24 hours of statistics and display relaying group takes
Frequency curve tendency and busy degree ratio curve tendency；Meanwhile, real-time statistics take the traffic of relaying (queue, it is artificial, from
It is dynamic) distribution subdivision situation.
4th, monitoring (obtained in real time i.e. in step 207 and line up information) is lined up
Further transformed on the basis of original queue monitoring function, office of multiple adapter districts and cities is accessed with satisfaction pair simultaneously
Afterwards, related real-time and average data the statistics of call center queue information, seat information and display, and described by block diagram
Index in past 24 hours includes artificial percent of call completed, 20 seconds percent of call completeds, the percents of call lost.
5th, seat monitoring (seat information is obtained i.e. in step 207 in real time)
Simulation accesses the screens distribution of multiple adapter districts and cities Ju Hou call centers seat simultaneously completely, and screens one by one provides seat
The real-time working condition of seat, such as, log in, converse, showing busy etc., while the service state statistics and seat of the current working seat of display
Seat extension wire statistic.
6th, KPI indexs monitoring (KPI indication informations are obtained i.e. in step 207 in real time)
Using intuitively instrument board form, multiple adapter districts and cities are shown and counted while percent of call completed (takes in real time after accessing
Business level), queue length, Average Speed of Answer, the conventional KPI indexs during daily call center's operation such as satisfaction, together
When, each KPI indexs, its 24 hours curve map that can provide, and the KPI indexs index decomposition figure.
7th, automatic play sets (simultaneously also included i.e. in step 208 to scheme according to the default automatic playing interval time
Table switches to default first chart)
Equally met after the system reform by setting the automatic playing interval time, system is automatically in corresponding interval time
Switch the first level monitoring figure of modules.
In addition, being taken in step 209 in the embodiment of the present invention according to monitoring data storehouse statistics for entire group traffic-operating period, relaying
Situation, traffic incoming call situation, traffic exhalation situation, telephone traffic situation, manually artificial telephone traffic percent of call completed, wait situation, seat fortune
Battalion's situation, seat continue situation, seat exhalation situation, seat answer speed to staqtistical data base, united mainly in accordance with following table
Meter：
Table 1
The embodiment of the present invention realizes the call monitoring to office of multiple adapter districts and cities and the overall goals of data statistics.
The embodiment of the present invention, is realized to the call monitoring of access and the data statistics simultaneously of office of multiple districts and cities, by multiple districts and cities
Call center's uniform service focus on and monitor, be easy to the Service Source of administrative staff's equilibrium assignment 95598 to meet various regions
The traffic demand of office of city access simultaneously, can lift service experience, lifting efficiency of service, cut operating costs, while supporting real
Show intensive customer service management, standardization, homogeneity.Existing prefectures and cities' service standard will be effectively solved after concentration of attending a banquet not unite
One, the obvious problem of service experience differentiation；Client's complaint and report business can be truly grasped, specific aim measure for improvement is found,
Lift service quality, reduction client's complaint number of times；Management level is reduced, simple flow improves and solves efficiency；It can make full use of
Seat personnel resource utilization, effectively integrates system resource, cuts operating costs.Simultaneously effective unified hot line of management and control 95598
Service quality, service regulation and corresponding time, be conducive to the lean management and control and examination to routine work, lifting corporate client's clothes
The ability and level of business, improve corporate client's service satisfaction, with obvious management benefit.
Meanwhile, transformation is conducive to reducing customer service intensive management and the gap of domestic and international advanced level, and lifting is overall
Intensive customer service management, standardization, homogeneity are realized in intensive management level, support, while being other industry client clothes
Business provides preferably developing direction, creates more social values.
Described above, the above embodiments are merely illustrative of the technical solutions of the present invention, rather than its limitations；Although with reference to before
Embodiment is stated the present invention is described in detail, it will be understood by those within the art that：It still can be to preceding
State the technical scheme described in each embodiment to modify, or equivalent substitution is carried out to which part technical characteristic；And these
Modification is replaced, and the essence of appropriate technical solution is departed from the spirit and scope of various embodiments of the present invention technical scheme.
Claims (10)
1. a kind of call center's uniform service of multiple districts and cities focuses on method, it is characterised in that including：
S1：Receive traffic incoming call and dialed digit；
S2：According to the match information in Region Matching database between dialed digit and area information and the dialed digit received
Corresponding area information is read, corresponding region identifier is generated and matches corresponding region identifier with corresponding client terminal；
S3：Receive the request instruction of client terminal and detect in request instruction whether inclusion region information request, if so, then basis
Client terminal obtains the corresponding region identifier of matching；
S4：Serviced according to corresponding region identifier and request instruction.
2. a kind of call center's uniform service of multiple districts and cities according to claim 1 focuses on method, its feature exists
In also including before the step S1：
S0：The phone of client terminal is received, judges whether called number is 95598 by called-number identification service, if so,
Then export traffic incoming call and dialed digit.
3. a kind of call center's uniform service of multiple districts and cities according to claim 1 focuses on method, its feature exists
In a kind of situation of the step S4 is specially：
It is specially electricity charge query statement to judge request instruction, then is looked into according to corresponding region identifier in corresponding regional database
Ask the corresponding electricity charge of client terminal.
4. a kind of call center's uniform service of multiple districts and cities according to claim 1 focuses on method, its feature exists
In a kind of situation of the step S4 is specially：
Judge request instruction be specially warranty failure instruction, then according to corresponding region identifier to corresponding districts and cities office reporting fault
Information.
5. a kind of call center's uniform service of multiple districts and cities according to claim 1 focuses on method, its feature exists
In a kind of situation of the step S4 is specially：
It is specially that the instruction of business progress queries, the then family number in client terminal information or work odd numbers exist to judge request instruction
Corresponding business progress is inquired about in business progress data storehouse.
6. a kind of call center's uniform service of multiple districts and cities according to claim 1 focuses on method, its feature exists
In also including after the step S4：
S5：Service result is passed through voice broadcast or short by the method for service selection instruction sent according to service result and client terminal
Letter or fax mode are sent to client terminal.
7. a kind of call center's uniform service of multiple districts and cities according to claim 1 focuses on method, its feature exists
In also including after the step S4：
S6：Client terminal information, districts and cities' information, traffic information, trunk information, information of lining up, seat information, KPI are obtained in real time
Indication information is simultaneously inputted to monitoring data storehouse；
Districts and cities' information includes corresponding region identifier, and the traffic information includes request instruction, traffic real time data, request
Command service situation.
8. a kind of call center's uniform service of multiple districts and cities according to claim 7 focuses on method, its feature exists
In also including after the step S6：
S7：The corresponding information in monitoring data storehouse is graphically shown in real time according to monitoring information idsplay order.
9. a kind of call center's uniform service of multiple districts and cities according to claim 7 focuses on method, its feature exists
In simultaneously the step S7 also includes：
S701：Chart is switched to by default first chart according to the default automatic playing interval time.
10. a kind of call center's uniform service of multiple districts and cities according to claim 7 focuses on method, its feature exists
In also including after the step S6：
S8：According to monitoring data storehouse statistics for entire group traffic-operating period, relaying occupancy situation, traffic incoming call situation, traffic exhalation situation,
Telephone traffic situation, artificial telephone traffic percent of call completed, situation, seat traffic-operating period, seat is manually waited to continue situation, seat exhalation feelings
Condition, seat answer speed to staqtistical data base.
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110138985A (en) * | 2019-04-08 | 2019-08-16 | 平安科技（深圳）有限公司 | Dynamic allocation method and device, electronic equipment, the storage medium of client |
| CN111010486A (en) * | 2019-11-18 | 2020-04-14 | 集奥聚合(北京)人工智能科技有限公司 | Method for providing IVR voice broadcast and IVR system |
| CN111031181A (en) * | 2019-11-18 | 2020-04-17 | 集奥聚合(北京)人工智能科技有限公司 | Method, system and server for deploying and scheduling home-based line of outgoing call of telephone |
| CN111506654A (en) * | 2020-04-17 | 2020-08-07 | 北京思特奇信息技术股份有限公司 | Data partitioning method for data routing |
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