CN101729692A - Seat monitoring system and implementing method - Google Patents
Seat monitoring system and implementing method Download PDFInfo
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- CN101729692A CN101729692A CN200810167367A CN200810167367A CN101729692A CN 101729692 A CN101729692 A CN 101729692A CN 200810167367 A CN200810167367 A CN 200810167367A CN 200810167367 A CN200810167367 A CN 200810167367A CN 101729692 A CN101729692 A CN 101729692A
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Abstract
The invention discloses a seat monitoring system and an implementing method, relating to the field of customer service center system. The system in the invention comprises a seat monitoring unit, a site data structure module and a site editing module which are connected in sequence, wherein the site editing module is used for adopting different primitives to respectively imitate each article and seat in a simulated call center live action based on the selected background, and generating a scene analogue graph for a call center after filling in each primitive information; the site data structure module is used for storing the information in the scene analogue graph by using a predefined data structure; and the seat monitoring unit is used for reading corresponding information from the stored scene analogue graph according to monitoring conditions, drawing into a monitoring view, reading the information of a customer representative to be monitored from a computer-phone integrated system, displaying the information on the corresponding position in the monitoring view, thus realizing the seat monitoring. The invention has the advantages of displaying the actual condition of the whole site flexibly and perfectly and improving the work efficiency of the monitor position.
Description
Technical field
The present invention relates to field of customer service center system, specifically, relate to a kind of seat monitoring system and implementation method.
Background technology
The seat monitoring system is the groundwork interface of monitor position or system manager in the operator call center, and its function is meant that monitor position or system manager can carry out real-time inspection to the working condition of normal client representative in the current call center by supervisory control system: comprise monitoring to each customer representative's current state (comprise monitorings, tackle, chip in etc.), online problem seek help answer, leave the table and specifically business operation such as examine.
Along with developing rapidly of NGN network, seat function in the NGCC call center will develop to the direction of diversification, practicability, correspondingly need to offer user's function with hommization more, the software ease for use is also strong more, but can find that by the user's request investigation at present general seat monitoring system monitoring function is complete inadequately, showing interface mostly is the data form form, vividly intuitively, can't satisfy the demand of following NGCC really inadequately.Therefore need the seat monitoring system of the new platform of a kind of NGCC, thereby the on-the-spot outdoor scene of call center can be simulated out, and realize following function:
Formulate the data structure of place emulation, the editting function in place is provided, guarantee that data derive, and use for real-time monitor procedure;
The policer operation interface is provided, obtains each customer representative's information, thereby directly in the interface that simulation is come out, each customer representative is carried out monitoring work.
Summary of the invention
Technical problem to be solved by this invention is a kind of seat monitoring system and implementation method to be provided, thereby to realize seat monitoring by directly perceived lively interface.
In order to address the above problem, the invention discloses a kind of seat monitoring system based on the emulation of pel place, comprise the seat monitoring unit, place data structure block and the place editor module that connect successively, wherein:
Described place editor module is used on the basis of selected background, adopts each object and seat in the different pel difference analog simulation call center outdoor scenes, after filling in each primitive information, generates the scenario simulation figure of call center;
Described place data structure block is used for preserving with the data structure of predefined the information of described scenario simulation figure;
Described seat monitoring unit, from the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition, be depicted as the monitoring view, from the computer telephone integrated system, read the customer representative's that will monitor information simultaneously, be presented on the relevant position of described monitoring view, realize seat monitoring.
Further, in the said system, in the data structure block of described place, the information of the scene module figure that is preserved comprises background information and described primitive information;
Described background information comprises size, coordinate information;
Described primitive information comprises coordinate information at least, and when described pel was represented seat, this primitive information also comprised agent phone number, IP address information.
Further, in the said system, the information of respective client representative comprises customer representative's job number, name, platform number, telephone number, current state, post in the described computer telephone integrated system.
Further, in the said system, described place data structure block is positioned at described seat monitoring system this locality, perhaps is positioned at the Call Center Server side.
Wherein, described place editor module also is used for, the information of revising or deleting scene simulation drawing in the data structure block of described place according to user command.
The invention also discloses a kind of method for supervising of the seat monitoring system based on the emulation of pel place, on the basis of selected background, adopt each object and seat in the different pel difference analog simulation call center outdoor scenes, after filling in each primitive information, generate the scenario simulation figure of call center, the information of preserving described scenario simulation figure with the data structure of predefined;
When carrying out the seat monitoring operation, from the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition, be depicted as the monitoring view, from the computer telephone integrated system, read the customer representative's that will monitor information simultaneously, be presented on the relevant position of described monitoring view, realize seat monitoring.
Further, in the said method, the information of described scenario simulation figure comprises background information and described primitive information;
Described background information comprises size, coordinate information;
Described primitive information comprises coordinate information at least, and when described pel was represented seat, this primitive information also comprised agent phone number, IP address information.
Further, in the said method, customer representative's information comprises, customer representative's job number, name, platform number, telephone number, current state, post information.
Wherein, in the local information of preserving described scenario simulation figure of described seat monitoring system, the perhaps information of preserving described scenario simulation figure in far-end Call Center Server side.
After this method is preserved the information of described scenario simulation figure, also revise or delete the scenario simulation figure of call center's outdoor scene according to user command.
Adopt technical solution of the present invention, flexible actual conditions of intactly having showed whole place, detailed customer representative's information is provided, make things convenient for the work of monitor position, can carry out the outdoor scene location to target customer's representative soon, also can carry out policer operation to target customer's representative intuitively, improve the operating efficiency of monitor position, increase monitor position overall control ability in the operation interval.
Description of drawings
Fig. 1 is the seat monitoring system configuration schematic diagram based on the place emulation of pel that the present invention proposes;
Fig. 2 is the flow chart of system shown in Figure 1.
Embodiment
Main design of the present invention is, a kind of seat monitoring system of the place emulation based on pel is proposed, promptly by each pel respectively behind each element (comprising field scene and customer representative) of the on-the-spot outdoor scene of analog simulation call center, the scenario simulation figure that forms the call center by each pel and background, and according to the information of the data structure saving scenario simulation drawing of prior formulation, then described place analogue system based on pel is applied in the seat monitoring system of NGCC (call center of future generation) platform, like this, in the outdoor scene monitor procedure, according to monitoring condition, read the information of the corresponding scenario simulation figure that the place analogue system preserved, and obtain the respective client representative information from CTI (computer telephone integrated system) end, realize the seat monitoring operation.
Below in conjunction with the drawings and the specific embodiments technical solution of the present invention is described in further detail.
A kind of seat monitoring system based on the emulation of pel place, as shown in Figure 1, comprise interconnective pel place simulation unit and seat monitoring unit, wherein, pel place simulation unit further comprises place connected to one another editor module, place data preservation module and place data structure block, the place data structure block links to each other with described seat monitoring unit, and wherein, each functions of modules is described below:
Seat monitoring unit: be used for watching intuitively in real time each seat of current place (being the customer representative) situation that pel place simulation unit is provided, promptly according to the data format of place data structure definition, from the place data structure block of pel place simulation unit, read the place data message, and in conjunction with customer representative's information of obtaining from the CTI end, as customer representative's job number, name, platform number, telephone number, current state, information such as post, for the user provides quality inspection, monitor, interception, operating function such as toll breakdown, in the present embodiment, this unit can be by existing techniques in realizing.
Pel place simulation unit:, reflect call center's real scene in the service area of seat monitoring unit faithfully, intuitively to scheme n-ary form n for the user provides lively interface; Wherein,
The place editor module is the main interface of operation of place simulation unit, and being used for provides friendly operation interface to the user, according to customer requirements, carry out the emulation of pel place, generate the scenario simulation figure (scenario simulation figure is made up of pel and background) of call center's outdoor scene, and dose information for each pel, for example, dose the coordinate information of each pel etc., the pel for the expression seat also needs to dose information such as telephone number, IP address, this module provides the function such as newly-built, modification, deletion in place;
The place data are preserved module, be used for all information of the current place of place editor module, be the information of scene simulation drawing, preserve with the defined data structure of place data structure block, use for place simulation unit or seat monitoring unit, wherein, the information of scenario simulation figure comprises background information and primitive information, background information further comprises information such as background size, coordinate, primitive information further comprises information such as pel sign, coordinate, when the pel label table was shown seat, primitive information also comprised information such as telephone number, IP address;
The place data structure block, be used for according to real world applications and actual condition of construction, the storage configuration of the information of definition scenario simulation figure, for example, the place data structure block can adopt the place information table, the seat attribute list, all information of data structure saving scenario simulation drawings such as place object attribute list, wherein, the place information table is stored defined whole places, whole call center, the seat attribute list is stored seat information under each place, the coordinate of this seat for example, telephone number, information such as IP address, this module can adopt the preserving type that is positioned at pel place simulation unit local data base, the mode that also can adopt call center's far-end server side to preserve, in the present embodiment, for the ease of using the mode that adopts server side to preserve.
Above-mentioned seat monitoring system based on the emulation of pel place, its course of work may further comprise the steps as shown in Figure 2:
Step 201: engineering beginning workmen sets up the place data structure block;
In the present embodiment, the place data structure block is the customer service database, and the process of setting up this customer service database is included in table structure script in the database.
Step 202: according to the actual conditions of Customer Service Center customer representative working region the outdoor scene layout is carried out in each place by the place editor module, be that the user passes through the place editor module, select a virtual center, select background color, definition place title, and in the place of redetermination, add each pel, and be each pel fill message;
In this step, the primitive information of filling in is a coordinate information, for the pel of representing seat, also will fill in information such as agent phone number, IP address.
Step 203: the place editor module dumps to all information of scenario simulation figure in the place data structure block (present embodiment is the customer service database);
In this step, the information of scenario simulation figure comprises background information and primitive information, background information further comprises information such as background size, coordinate, primitive information further comprises information such as pel sign, coordinate, when the pel label table was shown seat, primitive information also comprised information such as telephone number, IP address;
Step 204: the seat monitoring unit reads the information of this corresponding scenario simulation figure from place data structure block (present embodiment is the customer service database) according to monitoring condition, be plotted in the monitoring view, obtain related customer representative's information then from the CTI end, at last with both in conjunction with forming complete place outdoor scene information and showing, the seat monitoring unit can regularly be initiated query manipulation and upgraded the agents state situation subsequently.
In other embodiments, when the seat monitoring system initialization based on the emulation of pel place is finished, be after step 203 operation is finished, when if actual place seat deployment scenarios changes, can also make amendment to current place by the place editor module, simultaneously the primitive information of revising is write in the table of place data structure block correspondence, finally finish the information stores of scenario simulation figure.
From the foregoing description as can be seen, technical solution of the present invention, for the user provides friendly operation interface, careful abundant relevant information satisfies the active user to be monitored the squad leader, and the demand of controlling the working condition of current place and whole client service center strictly according to the facts.For example, powerful editting function flexibly that technical solution of the present invention provided guarantees that the user can be at any time revises corresponding places according to the change of on-the-spot outdoor scene in analogue system, guarantee that promptly analogue system and actual scene are synchronous.Simultaneously, the invention provides various monitor position monitoring functions, monitoring promptly is provided in monitoring module, tackle, chip in, leave the table examine, function such as quality inspection in real time, monitor position can carry out policer operation to target customer's representative intuitively in monitoring module, improve the operating efficiency of monitor position, strengthen the control ability of monitor position the overall situation in the operation interval.
Certainly; the present invention can also have other various embodiments; under the situation that does not deviate from spirit of the present invention and essence thereof; those of ordinary skill in the art can make various corresponding changes and distortion according to the present invention, but these corresponding changes and distortion all should belong to the protection range of the appended claim of the present invention.
Claims (10)
1. a seat monitoring system is characterized in that, comprises the seat monitoring unit, place data structure block and the place editor module that connect successively, wherein:
Described place editor module is used on the basis of selected background, adopts each object and seat in the different pel difference analog simulation call center outdoor scenes, after filling in each primitive information, generates the scenario simulation figure of call center;
Described place data structure block is used for preserving with the data structure of predefined the information of described scenario simulation figure;
Described seat monitoring unit, from the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition, be depicted as the monitoring view, from the computer telephone integrated system, read the customer representative's that will monitor information simultaneously, be presented on the relevant position of described monitoring view, realize seat monitoring.
2. the system as claimed in claim 1 is characterized in that,
In the data structure block of described place, the information of the scene module figure that is preserved comprises background information and described primitive information;
Described background information comprises size, coordinate information;
Described primitive information comprises coordinate information at least, and when described pel was represented seat, this primitive information also comprised agent phone number, IP address information.
3. the system as claimed in claim 1 is characterized in that,
The information of respective client representative comprises customer representative's job number, name, platform number, telephone number, current state, post in the described computer telephone integrated system.
4. the system as claimed in claim 1 is characterized in that,
Described place data structure block is positioned at described seat monitoring system this locality, perhaps is positioned at the Call Center Server side.
5. the system as claimed in claim 1 is characterized in that,
Described place editor module also is used for, the information of revising or deleting scene simulation drawing in the data structure block of described place according to user command.
6. the method for supervising of a seat monitoring system is characterized in that,
On the basis of selected background, adopt each object and seat in the different pel difference analog simulation call center outdoor scenes, after filling in each primitive information, generate the scenario simulation figure of call center, the information of preserving described scenario simulation figure with the data structure of predefined;
When carrying out the seat monitoring operation, from the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition, be depicted as the monitoring view, from the computer telephone integrated system, read the customer representative's that will monitor information simultaneously, be presented on the relevant position of described monitoring view, realize seat monitoring.
7. method as claimed in claim 6 is characterized in that
The information of described scenario simulation figure comprises background information and described primitive information;
Described background information comprises size, coordinate information;
Described primitive information comprises coordinate information at least, and when described pel was represented seat, this primitive information also comprised agent phone number, IP address information.
8. method as claimed in claim 6 is characterized in that
Customer representative's information comprises, customer representative's job number, name, platform number, telephone number, current state, post information.
9. as claim 6 or 7 described methods, it is characterized in that,
In the local information of preserving described scenario simulation figure of described seat monitoring system, the perhaps information of preserving described scenario simulation figure in far-end Call Center Server side.
10. method as claimed in claim 6 is characterized in that,
After this method is preserved the information of described scenario simulation figure, also revise or delete the scenario simulation figure of call center's outdoor scene according to user command.
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| CN2008101673677A CN101729692B (en) | 2008-10-22 | 2008-10-22 | Seat monitoring system and implementing method |
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| CN2008101673677A CN101729692B (en) | 2008-10-22 | 2008-10-22 | Seat monitoring system and implementing method |
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| CN101729692B CN101729692B (en) | 2012-07-18 |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102728065A (en) * | 2012-06-27 | 2012-10-17 | 北京赛欧必弗科技有限公司 | Control method, control device and control system for sports seat |
| CN104363359A (en) * | 2014-10-31 | 2015-02-18 | 北京思特奇信息技术股份有限公司 | Visual monitoring method and system for call center agent states |
| WO2015043197A1 (en) * | 2013-09-27 | 2015-04-02 | 华为技术有限公司 | Video surveillance method, video surveillance server, and surveillance system |
| CN105072298A (en) * | 2015-07-27 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Telephone operator monitoring system and method of calling center |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100486137C (en) * | 2002-07-24 | 2009-05-06 | 中兴通讯股份有限公司 | System and method for monitoring position business state for calling center |
| CN1691031A (en) * | 2004-04-30 | 2005-11-02 | 华为技术有限公司 | Business status monitoring method |
| CN101102477A (en) * | 2006-07-06 | 2008-01-09 | 北京北大方正电子有限公司 | Monitoring map design platform and its layout method |
-
2008
- 2008-10-22 CN CN2008101673677A patent/CN101729692B/en active Active
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102728065A (en) * | 2012-06-27 | 2012-10-17 | 北京赛欧必弗科技有限公司 | Control method, control device and control system for sports seat |
| WO2015043197A1 (en) * | 2013-09-27 | 2015-04-02 | 华为技术有限公司 | Video surveillance method, video surveillance server, and surveillance system |
| CN104363359A (en) * | 2014-10-31 | 2015-02-18 | 北京思特奇信息技术股份有限公司 | Visual monitoring method and system for call center agent states |
| CN105072298A (en) * | 2015-07-27 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Telephone operator monitoring system and method of calling center |
| CN105072298B (en) * | 2015-07-27 | 2019-01-04 | 携程计算机技术（上海）有限公司 | The monitoring system and method for call center's seat |
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| CN101729692B (en) | 2012-07-18 |
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