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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Publication number
CN100486137C
CN100486137C CNB021362602A CN02136260A CN100486137C CN 100486137 C CN100486137 C CN 100486137C CN B021362602 A CNB021362602 A CN B021362602A CN 02136260 A CN02136260 A CN 02136260A CN 100486137 C CN100486137 C CN 100486137C
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seat
quality inspection
service condition
message center
data
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CN1471250A (en
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廖里
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ZTE Corp
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ZTE Corp
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Abstract

The system comprises the message center, quality inspection seat and database, which are connected to seats through local area network. The message center receives service status data from seats allocates and filters service status data. With service status data transferred from the message center being received, the quality inspection seat realizes monitoring function to parse and display the data in graphic mode. The database stores the service status data represented in own mode. One message center completes operations of sending, allocating and filtering service status data without changing TSAPI standard so as to ensure compatibility with standard of preset calling center. Seats only need to send data to one message center so as to simplify procedure.

Description

The supervisory control system and the method for call center's agent service state
Technical field
The present invention relates to the call center, specifically, relate to the system and method that the agent service state of call center is monitored.
Background technology
The call center is called Customer Service Center again, it is the information system that is used for providing multiple access means such as phone, fax, Email to the user, be mainly used to process user to enterprise's requirement, query, complaint, suggestion and inquiry, as 1860 in the telecommunications industry, 95555 in the financial circles etc.The service unit of call center is a seat, i.e. the operator.It is a critical function of call center that the state of seat is monitored.By the monitoring to seat, the manager can understand the running status of call center in time, thereby for the performance of improving the call center with improve service level foundation is provided.In existing call center standard, telephone service API (Telephony Services Application Programming Interface, TSAPI) provide the method for supervising of agents state, but this method can only be used for checking the call state of seat, as conversing, keep, show spare time and show busy etc.And the call center generally all has certain business function, as telecommunications 114 business, and UNICOM's 1001 business etc.Seat is handled these professional situations and also is the call center management person is concerned about very much, but can not obtain the business processing status of seat from existing TSAPI interface, as the newspaper situation of telecommunications 114 business, the customer complaint disposition of UNICOM's 1001 business etc.Still find no at present supervisory control system and the method that disclosed document is introduced call center's agent service state.
Summary of the invention
Technical problem to be solved by this invention is to provide the supervisory control system and the method for a kind of call center agent service state, makes the manager of call center can understand the service condition of seat in time.
The supervisory control system of call center of the present invention agent service state comprises message center, quality inspection seat and database; Be connected by local area network (LAN) between described message center, quality inspection seat, database and the seat; Described message center receives the service condition data from seat, realizes the distribution and the filtration of service condition data; Described quality inspection seat is used to realize monitoring function, after receiving the service condition data that described message center transmits, resolves and graphical the demonstration; Described database is stored the form of service condition data.
Described message center comprises and monitors module, state monitoring module, following transmission module; Described monitoring module receives the register requirement of described quality inspection seat, from the service condition data of seat and the supervision response message of described quality inspection seat, produce and export to described transmission module and described state monitoring module down accordingly; Described state monitoring module monitors message to described quality inspection seat transmit status, and receives the supervision response message from described quality inspection seat of described monitoring module forwards; Described transmission module down receives the service condition data of the seat of described monitoring module forwards, and filters, and issues described quality inspection seat.
The method for supervising of agent service state of the present invention may further comprise the steps:
One, the data class of the service condition that will monitor and form deposit database in;
Two, after seat was finished a business function or service condition change, seat was issued message center with the corresponding business status data;
Three, the quality inspection seat sends to message center according to its needs and revises filter request, and receives the service condition data from message center;
Four, the quality inspection seat is resolved the service condition data of receiving according to the service condition data format in the database and is shown.
The supervisory control system of agent service state of the present invention and method adopt a message center promptly to finish transmission, distribution and the filtration of service condition data, and do not change existing TSAPI standard, have guaranteed the compatibility of system and existing call central standard like this.In the present invention, seat only needs to send business datum to a message center and gets final product, and needn't know have several quality inspection seats to exist actually, thus simplified the process of seat transmission business datum, the filtration of service condition data carries out reducing the data traffic of network at message center.In addition, adopting the message center of a special use to carry out the service condition monitoring can also be at the method and the step of concrete service optimization service condition monitoring, thereby has higher flexibility.
Description of drawings
Fig. 1 is the structural representation of call center of the present invention agent service condition monitoring system.
Fig. 2 be in the supervisory control system of the present invention quality inspection seat, message center and seat concern schematic diagram.
Fig. 3 is the structural representation of message center in the supervisory control system of the present invention.
Embodiment
Generally speaking, the business function of call center is in order to adapt to the needs of different user, different business, changes greatlyyer, and call function is then more stable.Therefore, the structure of current main-stream call center is the structure that adopts call function and business function to be separated.The agent service condition monitoring system based on message center that the present invention proposes has also kept this structure.
In the structure chart of supervisory control system of the present invention as shown in Figure 1, the present invention includes message center, quality inspection seat and database, its core is a message center, is used for filtration, distribution and the transmission of service condition data.The quality inspection seat sends register requirement to message center after startup, the quality inspection seat just obtains to receive from message center the ability of data once registration; The quality inspection seat also will send de-registration request to message center when withdrawing from, make message center can reclaim the resource that it takies.Seat does not need can directly send business datum to message center to the message center registration.The quality inspection seat sends the request of revising filter to message center as required, to filter its unconcerned business datum.Message center carries out real time monitoring to the state of quality inspection seat, reclaims the shared resource of quality inspection seat of not worked but not nullified.The service condition data class of the call center of different business function and form all are different, are applicable to different business in order to make supervisory control system of the present invention, need these data class and form are independent, and deposit in the database and manage concentratedly.The relation of quality inspection seat, message center and seat such as Fig. 2, wherein arrow is represented the flow direction of the service condition data of seat.
In Fig. 3, message center comprises monitors module, state monitoring module and following transmission module.Monitor module and accept the register requirement of quality inspection seat, for the quality inspection seat that succeeds in registration produces a following transmission module; After the quality inspection seat sends de-registration request, stop this quality inspection seat correspondence following transmission module operation and reclaim the resource that it takies.Monitor module and also be used for the business datum that seat is sent is transmitted to all transmission modules down, the modification filter request that the quality inspection seat is sent is transmitted to corresponding following transmission module, and the supervision response message that the quality inspection seat is sent is transmitted to state monitoring module.State monitoring module is sent out Stateful Inspection message according to certain time interval to registered quality inspection seat, according to the shared resource of quality inspection seat of dont answer behind the reception condition pressure recovery certain hour that monitors response message.Following transmission module is made amendment to filter, and the service condition data is filtered according to the request of the modification filter of the quality inspection seat of monitoring module forwards, and satisfactory message is issued corresponding quality inspection seat.
Following transmission module comprises that further filter, Data Receiving submodule and data send submodule.The Data Receiving submodule is issued filter with it and is filtered after obtaining business datum from the monitoring module, sends submodule by data then and issues the quality inspection seat by local area network (LAN).Transmission module can be according to the filter type of this filter of filter modification request real time modifying down for each.After the monitoring module is received the service condition data, it is issued all transmission modules down, following transmission module filters it, promptly abandons the unconcerned service condition data of quality inspection seat according to the filter type of filter.The filter type of filter can be undertaken by service key, job number and type of service and combination thereof.
Supervisory control system of the present invention and the method embodiment in telecommunications 114 operation systems is described below, and mainly is that operator's newspaper situation is monitored, and behind employing the present invention the newspaper error rate that reduces the operator has been played bigger effect.After the operator whenever quotes a phone, seat just sends to message center to contents such as telephone number, organization, newspaper durations, through issuing the quality inspection seat after the message center filtration, and show with graphical interfaces, whether the Quality Inspector can check telephone number and conform to organization, and then examination operator's work quality.The Quality Inspector can also revise request by sending filter, with some operator's of primary part observation newspaper situation, and then improves quality inspection efficient.

Claims (5)

1, the supervisory control system of a kind of call center agent service state is characterized in that, comprises message center, quality inspection seat and database;
Be connected by local area network (LAN) between described message center, quality inspection seat, database and the seat; Described message center receives the service condition data from seat, realizes the distribution and the filtration of service condition data; Described quality inspection seat is used to realize monitoring function, after receiving the service condition data that described message center transmits, resolves and graphical the demonstration; Described database is stored the form of service condition data.
2, the supervisory control system of call center according to claim 1 agent service state is characterized in that, described message center further comprises and monitors module, state monitoring module, transmission module down;
Described monitoring module receives the register requirement of described quality inspection seat, from the service condition data of seat and the supervision response message of described quality inspection seat, produce and export to described transmission module and described state monitoring module down accordingly; Described state monitoring module monitors message to described quality inspection seat transmit status, and receives the supervision response message from described quality inspection seat of described monitoring module forwards; Described transmission module down receives the service condition data of the seat of described monitoring module forwards, and filters, and issues described quality inspection seat.
3, the supervisory control system of call center according to claim 2 agent service state is characterized in that, described transmission module down comprises that further filter, Data Receiving submodule and data send submodule;
The Data Receiving submodule is issued filter with it and is filtered after obtaining business datum from the monitoring module, sends submodule by data then and issues the quality inspection seat by local area network (LAN).
4, the supervisory control system of call center according to claim 3 agent service state is characterized in that the filter type of described filter is undertaken by service key, job number, type of service and combination thereof.
5, the method for supervising of a kind of call center agent service state is characterized in that, may further comprise the steps:
One, the data class of the service condition that will monitor and form deposit database in;
Two, after seat was finished a business function or service condition change, seat was issued message center with the corresponding business status data;
Three, the quality inspection seat sends to message center according to its needs and revises filter request, and receives the service condition data from message center;
Four, the quality inspection seat is resolved the service condition data of receiving according to the service condition data format in the database and is shown.
CNB021362602A 2002-07-24 2002-07-24 System and method for monitoring position business state for calling center Active CN100486137C (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
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Application Number Priority Date Filing Date Title
CNB021362602A CN100486137C (en) 2002-07-24 2002-07-24 System and method for monitoring position business state for calling center

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CN100486137C true CN100486137C (en) 2009-05-06

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Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1859457B (en) * 2005-04-29 2011-03-16 深圳市友邻通讯设备有限公司 Method for generating quality detecting data of calling center
CN101677345B (en) * 2008-09-16 2012-07-04 华为技术有限公司 Method, device and system of realizing calling of calling center
CN101729692B (en) * 2008-10-22 2012-07-18 中兴通讯股份有限公司 Seat monitoring system and implementing method
CN101815134A (en) * 2009-02-20 2010-08-25 华为技术有限公司 Method, device and system for customer service quality inspection
CN102104691A (en) * 2009-12-22 2011-06-22 中兴通讯股份有限公司 Real-time monitoring device and system and method for monitoring telephone operator in real time by using external terminal

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浅析OPENet EXS 在Suntek-IVSP平台的应用. 李斌.中国数据通信,第2002卷第3期. 2002
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