CN100486137C - System and method for monitoring position business state for calling center - Google Patents

System and method for monitoring position business state for calling center Download PDF

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CN100486137C
CN100486137C CN 02136260 CN02136260A CN100486137C CN 100486137 C CN100486137 C CN 100486137C CN 02136260 CN02136260 CN 02136260 CN 02136260 A CN02136260 A CN 02136260A CN 100486137 C CN100486137 C CN 100486137C
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data
service
agent
quality
seats
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CN1471250A (en
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里 廖
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中兴通讯股份有限公司
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Abstract

本发明提供一种呼叫中心座席业务状态的监控系统,用于呼叫中心的管理者及时了解座席的业务状态,包括消息中心、质检席和数据库;所述消息中心、质检席、数据库与座席之间通过局域网连接;所述消息中心接收来自座席的业务状态数据,实现业务状态数据的分配与过滤;所述质检席用于实现监控功能,在收到所述消息中心传来的业务状态数据后,进行解析和图形化显示;所述数据库对业务状态数据的格式进行存储。 The present invention provides a system for monitoring the state of the call center agent services for call center managers to keep abreast of traffic state seats, comprising a message center, and a database quality seats; the message center, quality seats, and seat database via a LAN connection between; the message service center receives status data from the agent to achieve distribution and service status data filtering; seats for implementing the quality monitoring function, in receiving the service status message came center after the data is parsed and graphical display; format of the database storing service status data. 本发明采用一个消息中心即完成业务状态数据的发送、分配及过滤,而并不改动现有的TSAPI标准,保证了系统与现有呼叫中心标准的兼容性。 The present invention uses a message center to complete the transmission, distribution and service status data filter, without modifying the existing TSAPI of standards to ensure compatibility with existing call center system standards. 座席只需向一个消息中心发送业务数据,简化了座席发送业务数据的过程。 Agent simply transmits data to a message service center, to simplify the process of the agent transmitting traffic data.

Description

呼叫中心座席业务状态的监控系统及方法 Call center agents monitoring system status and business methods

技术领域 FIELD

本发明涉及呼叫中心,具体地说,涉及对呼叫中心的座席业务状态进行监控的系统和方法。 The present invention relates to a call center, in particular, a system and method of the state of the call center service agent for monitoring.

背景技术 Background technique

呼叫中心又称为客户服务中心,是用于向用户提供电话、传真、电子邮件等多种接入手段的信息系统,主要用来处理用户对企业提出的要求、质疑、投诉、 建议和质询,如电信业中的I860,金融业中的95555等。 Call Center, also known as customer service centers, is used to provide telephone, fax, e-mail and other means of access to user information systems, mainly used to process requires the user to the enterprise raised doubts, complaints, suggestions and questions. such as in telecommunications I860, the financial industry 95555 and so on. 呼叫中心的服务单位是座席,即话务员。 Call center agent service units, namely operator. 对座席的状态进行监控是呼叫中心的一个重要功能。 State agents to monitor is an important function of the call center. 通过对座席的监控,管理者可以及时地了解呼叫中心的运行状态,从而为改善呼叫中心的性能和提高服务水平提供依据。 By monitoring agents, managers can timely understand the operational status of the call center, providing a basis for improved performance and improve service levels of call center. 在现有的呼叫中心标准中,电话服务应用编程接口(Telephony Services Application Programming Interface, TSAPI)提供了座席状态的监控方法,但该方法只能用来查看座席的呼叫状态,如通话、保持、示闲和示忙等。 In existing call centers standards, the Telephony Application Programming Interface (Telephony Services Application Programming Interface, TSAPI) provides a method of monitoring the agent's status, but the method can only be used to view the agent call status, such as call hold, shown idle and busy indicator and the like. 而呼叫中心一般都具有一定的业务功能,如电信114业务, 联通1001业务等。 Call center typically has a certain business functions, such as telecommunications services 114, Unicom 1001 business. 座席处理这些业务的情况也是呼叫中心管理者非常关心的, 但从现有的TSAPI接口中不能获得座席的业务处理状态,如电信114业务的报号情况、联通1001业务的用户投诉处理情况等。 These business cases handled by an agent call center managers are also very concerned about, but existing interface TSAPI business processes can not be obtained seats in the state, such as the number reported 114 cases of telecommunications services, handling of customer complaints and other business Unicom 1001. 目前尚未发现有公开的文献介绍呼叫中心座席业务状态的监控系统和方法。 We have not yet found the open literature describes the monitoring system service call center agent status and methods.

发明内容 SUMMARY

本发明所要解决的技术问题在于提供一种呼叫中心座席业务状态的监控系统及方法,使得呼叫中心的管理者能及时地了解座席的业务状态。 The present invention solves the technical problem is to provide a service call center agent status monitoring system and method, so that timely call center managers to understand the operational state of the agent.

本发明所述呼叫中心座席业务状态的监控系统,包括消息中心、质检席和数据库;所述消息中心、质检席、数据库与座席之间通过局域网连接;所述消息中 Call center system of the present invention is to monitor the status of the agent service, including message center, and the quality database seats; between the message center, quality seats, seats database via a LAN connection; the message

4心接收来自座席的业务状态数据,实现业务状态数据的分配与过滤;所述质检席用于实现监控功能,在收到所述消息中心传来的业务状态数据后,进行解析和图形化显示;所述数据库对业务状态数据的格式进行存储。 Heart 4 receives traffic status data from the agent to achieve distribution and service status data filtering; seats for implementing the quality monitoring function, a data traffic state after receiving the transmitted message center, and graphical parsed display; format of the database storing service status data.

所述消息中心,包括监听模块、状态监视模块、下传模块;所述监听模块接收所述质检席的注册请求、来自座席的业务状态数据及所述质检席的监视应答消息,产生相应的输出给所述下传模块和所述状态监视模块;所述状态监视模块向所述质检席发送状态监视消息,并接收所述监听模块转发的来自所述质检席的监视应答消息;所述下传模块接收所述监听模块转发的座席的业务状态数据,并进行过滤,发给所述质检席。 The message center, including the monitoring module, status monitoring module, the transmission module; the listening module receives the registration request seats quality, service status data from the agent and monitoring the quality seats response message, produce the corresponding the output to the downlink module and the status monitoring module; the state monitoring module to monitor the quality message transmission status seats, and receiving a response message from the monitoring of the quality monitoring module forwarded seats; the downstream forwarding module receives the listening module of the agent service status data, and filtering, the quality seats distributed.

本发明所述座席业务状态的监控方法,包括以下步骤: A method of monitoring the state of the business agent of the present invention, comprising the steps of:

一、 将需监控的业务状态的数据种类与格式存入数据库; First, the data type and format to be monitored service status stored in the database;

二、 当座席完成一个业务功能或业务状态改变后,座席将相应的业务状态数据发给消息中心; Second, when the agent to complete a business function or service state after the change, the corresponding service agent status data to the message center;

三、 质检席根据其需要向消息中心发送修改过滤器请求,并从消息中心接收业务状态数据; Third, it needs to send quality seats according to the modified filter request message center, and receives traffic status data from the message center;

四、 质检席根据数据库中的业务状态数据格式对收到的业务状态数据进行解析并显示。 Fourth, the quality analyzing seats according to the state of traffic data in the database format the received data and displays the service status.

本发明所述座席业务状态的监控系统及方法采用一个消息中心即完成业务状态数据的发送、分配及过滤,而并不改动现有的TSAPI标准,这样保证了系统与现有呼叫中心标准的兼容性。 Monitoring system and method of the present invention, the agent uses a traffic state message center to complete the transmission, distribution and service status data filter, without modifying the existing standard of TSAPI, thus ensuring compatibility with existing call center system standards sex. 在本发明中,座席只需向一个消息中心发送业务数据即可,而不必知道究竟有几个质检席存在,从而简化了座席发送业务数据的过程,业务状态数据的过滤在消息中心进行可减少网络的数据流量。 In the present invention, the agent simply sends the data to a message service center, without having to know how the presence of several quality seats, thereby simplifying the process agent transmitting traffic data, filtering the data traffic state message center may be reducing network traffic. 另外,采用一个专用的消息中心进行业务状态监控还可以针对具体业务优化业务状态监控的方法和步骤,从而具有较高的灵活性。 Further, using a dedicated status monitoring message service center can also optimize service status monitoring method and procedure for a particular service, so as to have high flexibility.

附图说明 BRIEF DESCRIPTION

图1是本发明呼叫中心座席业务状态监控系统的结构示意图。 1 is a schematic configuration service call center agent status monitoring system of the present invention. 图2是本发明监控系统中质检席、消息中心和座席的关系示意图。 FIG 2 is a quality monitoring system of the present invention seats, showing the relationship between the message center and the seat. 图3是本发明监控系统中消息中心的结构示意图。 FIG 3 is a schematic diagram of a message center configuration monitoring system of the present invention.

具体实施方式 Detailed ways

一般而言,呼叫中心的业务功能为了适应不同用户、不同业务的需要,变动比较大,而呼叫功能则比较稳定。 In general, the call center business functions in order to adapt to different users needs, changes in different business is relatively large, and the call function is relatively stable. 因此,当前主流呼叫中心的结构是采用呼叫功能和业务功能相分离的结构。 Thus, the present structure is the main call center call function using the service functions and phase separation structure. 本发明提出的基于消息中心的座席业务状态监控系统也保留了这种结构。 Proposed by the invention agent monitoring system operational status based on the message center also retains this structure.

如图l所示的本发明监控系统的结构图中,本发明包括消息中心、质检席、 和数据库,其核心部分是消息中心,用于业务状态数据的过滤、分配及发送。 A configuration diagram of the monitoring system of the present invention shown in Figure l, the present invention includes a message center, quality seats, and a database, which is a message center core part, for filtering data traffic state, distribution and transmission. 质检席在启动后向消息中心发送注册请求,质检席一经注册就获得从消息中心接收数据的能力;质检席在退出时也要向消息中心发送注销请求,使消息中心可以回收其占用的资源。 Quality XI after starting to send registration request message center, a quality inspection seats registered to get the ability to receive data from a message center; Quality seat should send a logoff request to the message center when you exit the message center can recover its occupied H. 座席不需向消息中心注册,可直接向消息中心发送业务数据。 No registration agent to the message center can send data directly to the message service center. 质检席根据需要向消息中心发送修改过滤器的请求,以过滤其不关心的业务数据。 Xi transmission quality modification request message to the center of the filter needed to filter traffic data which are not of interest. 消息中心对质检席的状态进行实时监视,回收已不工作但未注销的质检席所占用的资源。 Message center seats of state quality inspection real-time monitoring, resource recovery work but has not canceled QC seats occupied. 不同业务功能的呼叫中心的业务状态数据种类与格式都是不一样的,为了能使本发明监控系统适用于不同的业务,需将这些数据种类与格式独立出来,存入数据库中集中管理。 Service status data types and formats of different service call center functions are not the same, in order to enable the monitoring system of the present invention is applicable to different services need to data type and format independent, stored in the database for centralized management. 质检席、消息中心和座席的关系如图2,其中箭头表示座席的业务状态数据的流动方向。 Relationship quality seats, and seat message center in FIG. 2, where arrows indicate the flow direction of the service agent's state data.

在图3中,消息中心包括监听模块、状态监视模块和下传模块。 In Figure 3, the monitoring module comprising a message center, the status monitoring module and a transmission module. 监听模块接受质检席的注册请求,为注册成功的质检席产生一个下传模块;在质检席发出注销请求后,终止该质检席对应的下传模块的运行并回收其占用的资源。 A monitoring module accepts registration requests quality seats, generating a downstream quality module successfully registered seats; logout request is issued in quality seats, seats terminates the corresponding downlink quality module and recovering resources occupied by . 监听模块还用于将座席发来的业务数据转发给所有下传模块,将质检席发来的修改过滤器请求转发给对应的下传模块,并把质检席发来的监视应答消息转发给状态监视模块。 The monitoring module is further configured to forward the service data sent by the agent to all downstream modules, the quality seats incoming requests to modify the filter corresponding to the transmission module, and sent to the monitor quality seats forwards the response message a status monitoring module. 状态监视模块按照一定的时间间隔向已注册质检席发状态监视消息,根据监视应答消息的接收情况强制回收一定时间后未应答的质检席所占用的资源。 Status monitoring module according to a certain time interval to send the status monitoring message registered quality seats, seats unanswered after quality according to the receiving condition monitoring reply message mandatory recycling resources occupied by a predetermined time. 下传模块根据监听模块转发的质检席的修改过滤器的请求,对过滤器进行修改,并对业务状态数据进行过滤,将符合要求的消息发给对应的质检席。 Message transmission module according to the request to modify the filter quality monitoring module forwarded seat, to modify the filter, and filter the data traffic status, issued to meet the requirements of the corresponding quality seats.

下传模块进一步包括过滤器、数据接收子模块和数据发送子模块。 Further comprising a downstream filter module, a data receiving sub-module and a data sending sub-module. 数据接收 Data reception

6子模块从监听模块得到业务数据后,将其发给过滤器进行过滤,然后由数据发送子模块通过局域网发给质检席。 After 6 submodule service data obtained from the monitoring module, which is sent to a filter filtration, and then sent to the quality control data sending sub-module seats over the LAN. 每个下传模块可根据过滤器修改请求实时修改该过滤器的过滤方式。 Each downstream filter module according to the modification request modified in real time filtering of the filter. 当监听模块收到业务状态数据后,将其发给所有下传模块, 下传模块对其进行过滤,即根据过滤器的过滤方式抛弃质检席不关心的业务状态数据。 When the listener service module receives state data, which is distributed to all downstream module, download the module to filter it, that is, to abandon the business does not care about the state of data quality checking seats according to filtering filters. 过滤器的过滤方式可按业务键、工号和业务类型及其组合进行。 Filter press filter service key, and service type and job number combinations.

下面描述本发明监控系统及方法在电信114业务系统的实施例,主要是对话务员的报号情况进行监控,采用本发明后对降低话务员的报号差错率起了较大作用。 And monitoring system of the present invention is the method of Example 114 service in a telecommunications system is described below, mainly on the number of packets operator to monitor the situation, using the present invention to reduce the number of packet error rate plays a greater role of the operator. 当话务员每报出一个电话后,座席就把电话号码、单位名称、报号时长等内容发送给消息中心,经过消息中心过滤后发给质检席,并以图形界面显示出来, 质检员可核对电话号码与单位名称是否相符,进而考核话务员的工作质量。 When a telephone operator for each packet, the agent put the phone number, company name, and long when the content transmission packet number to the message center, the message center after filtration quality seats distributed and displayed in a graphical interface, inspectors may check the phone number and company name are consistent with the quality of work and further assessment of the operator. 质检员还可以通过发送过滤器修改请求,以重点观察某些话务员的报号情况,进而提高质检效率。 Inspector can also modify the request by sending a filter to the case of certain key observation packet number of the operator, thereby improving the efficiency of quality.

Claims (5)

1、一种呼叫中心座席业务状态的监控系统,其特征在于,包括消息中心、质检席和数据库;所述消息中心、质检席、数据库与座席之间通过局域网连接;所述消息中心接收来自座席的业务状态数据,实现业务状态数据的分配与过滤;所述质检席用于实现监控功能,在收到所述消息中心传来的业务状态数据后,进行解析和图形化显示;所述数据库对业务状态数据的格式进行存储。 A service call center agent status monitoring system, characterized by comprising a message center, and quality seats database; via a LAN connection between the message center, quality seats, seat database; receiving the message center traffic status data from the agent to achieve distribution and service status data filtering; seats for implementing the quality monitoring function, a data traffic state after receiving the transmitted message center, analyzing and graphical display; the format said database storing service status data.
2、 根据权利要求l所述的呼叫中心座席业务状态的监控系统,其特征在于,所述消息中心,进一步包括监听模块、状态监视模块、下传模块;所述监听模块接收所述质检席的注册请求、来自座席的业务状态数据及所述质检席的监视应答消息,产生相应的输出给所述下传模块和所述状态监视模块; 所述状态监视模块向所述质检席发送状态监视消息,并接收所述监听模块转发的来自所述质检席的监视应答消息;所述下传模块接收所述监听模块转发的座席的业务状态数据,并进行过滤,发给所述质检席。 2. The monitoring system of the state of the call center service agent according to claim l, wherein said message center, the monitoring module further comprises a state monitoring module, the transmission module; the listening module receives the quality seats registration request, the service status from the agent data and the monitoring quality seats response message, generating a corresponding output to the downlink module and the status monitoring module; transmitting said quality status monitoring module to the seat status monitoring message, and receiving a response message from the monitoring of the quality monitoring module forwarded seats; the transfer module receives the service status monitoring module forwarding the data of the agent and filtered, the distributed nature check sheet.
3、 根据权利要求2所述的呼叫中心座席业务状态的监控系统,其特征在于,所述下传模块进一步包括过滤器、数据接收子模块和数据发送子模块;数据接收子模块从监听模块得到业务数据后,将其发给过滤器进行过滤,然后由数据发送子模块通过局域网发给质检席。 3, according to a call center agent monitoring system of claim 2 traffic state, wherein the module further comprises a downstream filter, the data receiving sub-module and a data sending sub-module; a data receiving sub-module from the monitoring module to obtain after the service data, which was sent to the filter was filtered and sent to quality control data sent from the sub-seat module via a local area network.
4、 根据权利要求3所述的呼叫中心座席业务状态的监控系统,其特征在于,所述过滤器的过滤方式按业务键、工号、业务类型及其组合进行。 4. The monitoring system of claim 3, the service status of the call center agent, characterized in that the filtering by the filter service key, job number, service type, and combinations.
5、 一种呼叫中心座席业务状态的监控方法,其特征在于,包括以下步骤-一、 将需监控的业务状态的数据种类与格式存入数据库;二、 当座席完成一个业务功能或业务状态改变后,座席将相应的业务状态数据发给消息中心;三、 质检席根据其需要向消息中心发送修改过滤器请求,并从消息中心接收业务状态数据;四、 质检席根据数据库中的业务状态数据格式对收到的业务状态数据进行解析并显示。 5, a method of monitoring the status of the service call center agent, characterized in that it comprises the following steps - one, the type and format of data to be monitored traffic state stored in the database; Second, if the agent to complete a business function or service state change after the corresponding service agent status data to the message center; Third, it needs to send quality seats according to the modified filter request message center, and receives traffic status data from the message center; four seats according to quality of service database state data format of the service status received data is parsed and displayed.
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